I had to replace an obsolete Gateway/modem, and did not want to make an appointment online so I just showed up at this Ann Arbor store on Oak Valley. I was greeted by the scheduler who put me in queue for the next tech. The wait was about 15 minutes on a Saturday morning.The tech, Tony, was fabulous and took time to answer all my questions about installation, made sure I had the right Xfinity app on my cell phone to activate the system while everything is down during activation. I also observed him help 2 other people and he was just as thorough and helpful. I have completed the install and just have to return the old equipment to the store. Highly recommended. The online help and live chat help on the Xfinity log in page is horrible by comparison, and would have cost me a $50 increase in monthly fees if I hadn't seen the fine print on the contract they texted me for the free modem replacement and halted that process. read more

The employees are nice enough, but have no idea about their products. They seem to do okay with WIFI, but each time I left there I ended up owing hundreds of my dollars on my Xfinity Mobile bill, because someone at the store did something wrong. And, you can argue on the phone until your dead and they don't help. So basically this store cost me around $600 that I didn't actually owe. Never get Xfinity Mobile ever ever ever! It is better to pay more for any other service....Cricket, Mint Mobile.....anything. And if you have a choice for WIFI I would bypass that as well. Just can't trust them and they don't care. read more

Horrible wait time. Just came to return equipment. Had to sign in and sit down. Waited 25 minutes. Seriously. This is ridiculous. Glad to be done with this company. Really high cable costs, apparently did not get anything for it from a customer service perspective. Also, be aware, sales persons are on commission. They ask all kinds of questions and try to get you to upgrade and buy all kinds of things. read more

The manager (tall, skinny, dark hair, smells of cigarettes) of this store has no clue about the service Xfinity offers. He is rude! I'm sorry I interrupted your cigarette break. He had no clue and refused to help. If he is not making a sale or one of the staff working under him making a sale, he doesn't want to be bothered. Save your time and go to another store!!! read more

charged a cancellation fee even though unable to transfer my service to my new location

This review is specifically for the Xfinity Store employees at this location -- I had a great experience opening up an account with them a few weeks ago. Leslie was AWESOME. Very helpful, clear, and kind. She walked me through everything step-by-step and really made an effort to get me the best package -- read: affordable. I am happy with the services so far (TV/Internet), but far more impressed with the friendly staff. Thank you Leslie! She deserves a raise because there's no way she's being paid what she's worth*. *I mean, who is? But still... read more

Returned equipment for a move-out. They didn't teach it properly so now I am getting bills for unreturned equipment. And now that I am no longer a customer, I cannot log in to my account, not find a local phone number for the store that I returned it to. read more

I went in with a in-training service dog, first thing the customer service rep said to me is we don't allow dogs in the store, I explained she is training to be a service dog. Then the rep said she needs a harness, or show me her registration papers, I told the women a service dog does not need a harness or registration papers you can ask two questions 1. is the dog a service dog and 2. what service does the dog do? The rest of the visit she was extremely rude and told me to download the app to find out the information I went into the store to find out about. I asked to speak to the manager, and she too was no help. They wanted to see my license, to discuss anything. read more

My experience started with changing routers. It was a train wreck, not going through all the details. I found myself talked into changing from 101.00 a month 500 mps to 85.00 1000 mps. Also, I bought a ipad - cellular. Watch out if they want to send a tech to your home. I was told by one sales person that it would cost 100.00 and that is true. I was told that the 100.00 won't be posted until the services are done. Not true. That created a billing confusion. The flip was I was able to buy the iPAD because they credited my account on the previous cycle. I got a 10.00 credit, and a couple other credits that cover the tech service that was cancelled because my service finally worked. What has changed in the mobile account, all sudden my "usage" is half used and previously I barely used the streaming and now they count youtube surfing. I believe after I bought the iPAD it was showing faster usage and I only have .01 usage of one gigybite used. Thankfully, my phone was free on the promo I purchased it a almost two years and still is and I didn't have issue with that. The first month is going to be a financial squeeze. After that, it will be less. I don't know if the reps are paid commission. If not, it is not their fault that Xfinity is shady sometimes. The billing people, tell different info, for example, one told me they don't post tech charges 100.00 until the services are done, and the last one told me they post after it is ordered. I dread doing business with any internet provider. The only reason why I stay is because it is a hassle to change providers like the phone, from Metro to Xfinity. whew! When you are on a tight budget it is stressful. read more

Terrible customer service. Almost impossible to talk to a human being. The cheap robot assistant can't give any meaningful advice. When an outage occurs, the information is extremely vague on where the outages occurred, nor is there any meaningful ETA on when services will be fixed. I'm paying almost 200 a month and I still need to make sure I have a mobile Hotspot plan on my phone for the frequent outages. If you have options for other ISPs, please choose something other than this company.​ read more

Xfinity is terrible! Two internet and TV outages within 3 days. My kids had to miss their daily classes due to internet outages. Terrible! what would their teacher think of them for frequently not joining class? I could not do work without internet. Why Xfinity? Why? I did not pay this much to get such frequently interrupted service! Besides, I had to pay extra for data above 1.25 TB, not sure why. It is also impossible to talk to any live person, both by calling Comcast and by online chat, they use automated answering like a bot to talk to you, I could not even complain to a real person. In summary, unreliable overpriced service! read more

Staff very disrespectful and rude as was the district manager all I was trying to do was upgrade my phone like they say I can do in the app not very helpful in the process was even told to leave the Jackson mi store read more

They have worst customer service anywhere. I've wasted more time on hold here than any business ever. Then they hang up on you.

Had purchased a Samsung Galaxy phone in the store a few months ago. The device was malfunctioning and finally replaced with another phone. It has been 10 days and no success in getting a FedEx shipping label - to send the defective phone back. Pushed to dealing with Xfinity Mobile online (useless chat). Since Aug. 26 received e-mail with broken link, so not able to print a label. No label in my Xfinity Mobile account either. Told since Aug. 26 by 4 different reps that they are going to send me e-mail with label to print in an attachment - nothing at all so far. The new device was activated in the Ann Arbor store, similar malfunctioning like the defective phone. Told by TIER 2 tech support today in Washington State that the new device features "are out of place" and they are going to realign my features. ALAS! CAN'T MAKE PHONE CALLS, NOR SEND TEXT AFTER I SENT TEXT TO XFINITY MOBILE. The message reads: "NOT REGISTERED ON NETWORK". My credit card has been milked regularly to pay for NO SERVICE. read more

Terrible customer service, a promise to answer email questions never fulfilled. Surly

I went to this store yesterday and worked with Marco to get my mom removed from my account because she no longer needed to be on it. He told me he has to cancel the account that my mom and I are on and just start up a new account under my name which okay no problem! So he gets me all set and a new modem and just tells me I need to go home and set up my new modem and I'm all set(which my mother can vouch for that's what he really said) and I get home and modem is not connecting. Have to call the customer service the guy was really nice but could help then this morning after 5 hours I finally get someone that tells me that mt account is pending and won't be available till the 17th.....I'm sorry WHAT?! Marco did not mention this to me at all. If he would have I would have just said forget it and kept the old account. So 5 hours total on the phone today and my mom going on the phone to them and bringing her bitch out they were finally able to manually activate my account(which don't know why no one else could do it) and find out this modem is very used which yes they were all used but this modem is all scratched and is chipped and they never whipped them information from the last owner so that was another headache in itself to get right. Point blank Xfinity needs to get their people straight!!! read more

Me and my roommate walked in with a tricky situation regarding our wifi, we were immediately taken care of by Doug. He was so amazing, he gave us a great deal and it was so quick and easy. This is our first experience with xfinity and I'm so impressed and so excited. Doug, your the bomb. read more

Terrible customer service. The woman trying to address my phone issue didn't know what to do so she called over Greg Who tried to tell me the problem was with my phone rather than the service. When I disputed his theory he simply walked away leaving me with the first woman who didn't know what she was doing. Do not deal with these people. read more