I would like to commend Jonel Lince, one of Xfinity's Technical Representatives who came to the rescue to reinstall the disconnected cable due to the fallen branch of the tree in front of our house last weekend. He also offered to change our old modem to a new one. He is very respectful and easy to deal with. According to him, he has been working for Xfinity for 12 years. I am so grateful and very pleased to give him credit for his expertise and very pleasant demeanor. read more

I went in on a Sunday afternoon with a simple activation request as I already had service and just needed to switch to a new phone. I was greeted right away, checked in, and had a seat waiting to be called. An hour later I asked if I was still on the list. "Yes, there are still two ahead of you so probably another half hour." Everyone was very nice and well-trained, but the store was under-staffed and I probably would have left if they had just told me up front that I would likely be sitting there for 90 minutes waiting for something so simple. Make an appointment! read more

I have been an Xfinity customer for over 10 years and have never had a problem. This is not a negative review of Xfinity, as a company I give them 5 stars and will always be a customer. This review is specific to the Dublin store and my experience with an associate named Maria. My wife and I visited the Dublin store to resolve an $800+ discrepancy on our account regarding promotional trade-in credits that failed to attach to our phones. The original trade-in transaction back in September was handled personally by Maria during the "iPhone 17 on us" launch promotion. When we returned to the store in July to fix the billing issue as we were getting billed full retail price for the phones with no promotional credit, Maria checked us in herself and explicitly wrote in the log that our visit was about "phone credits not being applied." After making us wait 90 minutes while she was in the back office, another associate called her over to assist us. Before we could even explain our situation, Maria immediately claimed she didn't remember us, despite handling our original upgrade and personally writing down our reason for visiting an hour prior. When we asked her to check the backend transaction notes on our account, she told us she made during the trade-in, she refused, raised her voice, and falsely claimed our trade-in devices were not eligible for the promo she explicitly sold us at the trade-in. She then pulled out a personal phone calculator to perform arbitrary math that comically wasn't even adding up to dismiss our bill balance, and condescendingly telling us we just didn't understand our bill. When we pushed back, she used the initial retail agreement to claim we agreed to the incorrect pricing so there was nothing she could do, completely ignoring that backend promotional credits were supposed to be attached. It was clear she had 0 interest in helping figure things out. We walked out and escalated the issue directly to Comcast Corporate Executive Resolution. An executive audit revealed that Maria had typed explicit notes into our file back in September acknowledging that our trade-in credits failed to apply properly, but she abandoned the ticket and left us being billed full retail price for months. Executive Care resolved the issue in ten minutes and issued an $896.00 adjustment to fix her error she was either trying to hide or simply did not want to do her job that day. Xfinity as a company made things right immediately, but the level of misrepresentation, dishonesty, refusal of service, disrespect, and outright stonewalling from Maria at this store location was unacceptable and almost cost me $896. Never go to this store. read more

They are so when it comes to set up, but be prepared when you want to return equipment, to spend at least an hour in store. I came to drop off my equipment after a move, on time as to not get charged. They put me in the line to wait. After about 20 minutes, the check in person was like, "are you returning, I'll just take it and you'll get a text in a day or two saying it's been checked back on." I'm like cool. That's great. 5 days later, I get an email asking me to return my equipment to avoid charges. I'm like, wtf, I did. So no I'm back at the store. I explained the situation and currently in line again with an expected 1 hour wait. I just can't. I wouldn't even wait an hour for a restaurant much less to turn in something I already turned in. Mess. read more

I would rate this zero stars if I could. Maria Gonzalez was rude and refused to provide assistance during my visit. I have been waiting for over 30 minutes and she intentionally skipped over my name and let multiple customers cut in front of me, when I asked her about this she basically told me I had no control over it. People waiting for 10 minutes in front of me and she let them go first read more

Overall service is good, came here about 3 times in total and never had a bad experience. Sometimes wait time can be quick but sometimes can take forever to be seen. read more

The staff here are friendly enough at first, but only when they are trying to push new services, add lines, or bundle extra devices into your plan. The moment you decline, say you don't need add-ons, or ask to downgrade/reduce your services, the entire attitude shifts. Instead of actually helping, they turn dismissive and rude, brushing you off by saying they can't help and telling you to call customer support yourself. This isn't a customer service store it's strictly an aggressive sales desk. If you need genuine account support, look elsewhere. read more

If I could give negative stars, I absolutely would. This has been, without a doubt, the worst customer service experience I have ever had. One of the representatives I spoke with identified himself as Jeremy, although he was not wearing a name tag, so I cannot even be certain that was his real name. Given the circumstances and the misinformation we repeatedly received, that raises additional concerns. We have visited this location three separate times and have yet to receive accurate information or proper service. The staff do not listen to customers, make little to no effort to do their jobs, and seem completely uninterested in helping. They provide conflicting information, appear unfamiliar with current promotions, and are unable or unwilling to explain services correctly. What is most frustrating is the lack of professionalism and accountability. Instead of trying to resolve issues, they dismiss concerns and leave customers to figure things out on their own. It genuinely feels like customer service is not a priority at this location. After three visits and multiple interactions, I can confidently say this has been one of the most disappointing and frustrating experiences I have had with any company. Management should seriously review the training, knowledge, and customer service standards at this location. read more

Conveniently located in the Grafton Station Center. It is located near Buffalo Wild Wings and The Mayflower restaurant. Surprisingly busy on a Sunday afternoon. Parking is usually quite easy here but maybe all the Sunday brunch crowd. I had made an appointment since I read other Yelp reviews. That was great advice! There were 2 people waiting ahead of me but because I had an appointment, they called me and was able to be helped right away. I was just picking up equipment. It was very easy to drop by instead of waiting for the equipment to be mailed. I was in and out within a few minutes. I recommend doing as much as you can online ahead of time. There is a center area with cushioned benches where you wait and a big screen TV. Maybe 4 or 5 associates working to help customers on a Sunday. Pretty easy experience. read more

I needed to upgrade my wireless provider and went the Xfinity store and had a quick and efficient visit. You arrive and make a quick appointment with one of the employees and then 5 minutes later they help you with anything from phones, internet, or home security. Destiny did a great and efficient job and answered all my questions. Recommend this location despite reviews. read more

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Walked into the Dublin Xfinity Store expecting the usual chaos -- but it was fast, calm, and surprisingly smooth. I made an appointment but didn't need it; they were on it. The staff? Knowledgeable, honest, and zero pressure. Just clear answers and real help. Way better vibe than the Bay Street location. Dublin's where it's at. read more

Suggestion... if you need to visit the store for any type of request - make an appointment to save the hassle to be in queue especially if the store is busy. Went in the store the other day and it was packed with a queue of maybe waiting over an hour as I heard the need to take care of clients that made appointments and as well as the ones in queue. I decided to make an appointment. Went in for my scheduled appointment and was in and out of the store less than 20 minutes to review plan and lower my monthly pricing. read more

Arrived at the Dublin, CA store, checked in and waited for an hour. Asked the doorman (greeter)? on the current wait times and he brushed me off. A few minutes later an employee announced to the half dozen people waiting that the current wait will be another hour or more. Reason was "our phones take a very long time to set up." Bad management, incompetent employees and overall a poorly run store. Get out of the phone business and get back to core competency. And hire employees and managers that have a clue what good customer service is. read more

Horrible service! Very nonfinctional....After long wait, they ask me to come back tomorrow

This is a review about the store and the employee that helped me only. After weeks of trying to resolve both billing and tech issues with on line resources and live chat I ended up going to the store as both issues were unresolved. I worked with Noah at the Dublin store and he was able to get me up and working after much effort. I was a burned customer and Noah had the calmness, patience and technical expertise to get me back up and running. It took an hour with him and some behind the scenes stuff but he did the job for me. Again this is not a Xfinity review but the store and especially Noah who probably saved me from having a stroke over frustration dealing with reps on line. Thank you Noah! read more

The young lady who helped me in early November was so impatient and unprofessional. Her tone of voice and attitude were shocking for someone in that job. She could be rolling her eyes deep inside her. The worst part was she gave me the wrong information. I called the 800 number and they were much more friendly and knowledgeable. I've been going there for years and had not bad experience until this incident. As I was leaving, she and her colleagues were laughing. I was also going to buy a phone but I was too turned off by the service. The staff needs proper training on customer service, professionalism and service knowledge. read more

Do not go past this comment. I've had a bad experience not with the service itself, but with the incompetence of some of the staff. I requested a change of address, which they supposedly completed, but the person who handled it actually created a new account for me. Because of that mistake, I was sent to collections over $27.85, damaging my credit due to their inefficiency. They never sent me a message, never called me -- they only mailed letters to the old address, so I had no idea what was happening. You call them, you explain the situation, and they say they can't do anything. What bothers me the most is that I always have automatic payments enabled. I'm not staying with this incompetent company anymore. read more

Customer service is at the least their priority here. its just as bad waiting on the phone being on hold. Thought this visitwould be better settling my over charged bill since i had time and was in the area.... WRONG!! All around bad customer experience TMobile just gained a customer! read more

HOW RUDE!!! If one could give a -5 Star, this shop would get it. Came in to drop off the equipment for a family member who is out of the country for the next 6 weeks. Explained to "Tim" the need to drop off the equipment, and not sure if the service was canceled yet, since the person is abroad, but I have their SS, email, etc. to verify the account, that I just need the receipt for the equipment return, so that we would not be charged for the equipment and a second trip back to the store. He did not reply... He continued working on his tablet. I waited for several min... "Tim" without listening to anything I said, told me the account owner needs to call the cancel the service. I explained again that they are out of the country, so if I could drop off the equipement and get the receipt so that I do not have to make a second trip... "Tim" repeated the account holder has to call the 800 number. I repeated the person is out of the country. He continued to repeat the account owner has to call the 800 #.... i repeated, people CANNOT call the 800 # from abroad. If you CANNOT receive the equipment and give people a receipt for the return, then you should tell people that without wasting their time and NOT LISTEN to what they say. I asked to speak to the manager... he continue to repeat the account owner has to call. I asked 3 times... he walked away and I can hear his unprofessional comments: " blah blah.. got the nerve... blah blah..." Manager finally came, "Tim" tried to make excuses that I was not listening to his instruction and skip the rest of the conversation that brought out the manager. Manager explained a different cancel/return process. It is not about the equipment return... this review is about the extremely poor customer service provided. If you fail to listen to what the customer ask for... and lied about what you say to the customer and how you say it, then don't be rude!!!! Manager did not apologize either! I had canceled an expensive business package due to poor customer service. This is a second time I experience such poor servicee I hope you don't treat other customers the same way.... Rude is rude.... I rarely review any businesses. This one deserve my comments so that xfinity management can take action, and train their staff better, if they care. read more

Comcast asks us to make appointments for in-person customer support. Their Call Center is horrible. So that's what I did, 10:30 today. Even with appointments, we sit and wait. There's ONE customer service rep here today. Maybe, employees called in sick. I'm here to change my plan. On another note, Comcast keeps going up. May be time to cut the cord! Their prices and subpar customer support isn't worth it. There's lots of options out there. read more

I can in trying to clear up my account. The clerk in the store was rude and unfriendly. She didn't want to help and pushed me off to a video chat with billing. The billing agent was much better but needed assistance of someone in the store. The woman who was initially assigned to help me would not even acknowledge me. I had to track someone else down. read more

Incompetent, Rude, and Absolutely Useless The store manager asked me to leave. Let that sink in. I came in for help with a damaged cell phone under warranty. My goal was simple: file a claim and, more importantly, get help recovering my photos from a phone with a dead display. A rep sat me down at a table, then stared blankly for two minutes before wandering off to "get help." He returned only to hand me a piece of paper with a QR code and told me to file the claim myself through the Xfinity Mobile app--the very app that requires you to authenticate via a text sent to the broken phone. It's a hopeless loop. Then, while I was stranded at the table struggling with this broken process, the same rep began helping another customer. He came back, not to assist me, but to ask me to move so he could use my table to help the other person. I asked to speak with a manager. I was directed to a man at the front who identified himself only as "Al," refusing to give his full name. He smugly informed me they are "not trained to assist with claims." Not trained to assist in their own store? Unbelievable. By this point, yes, I was hot. My blood pressure was boiling. I raised my voice. Out from the back charges this steroid-pumped individual, flying toward me like a bouncer. I explained the situation--his utterly inept, dismissive employees--and he immediately got defensive, using a condescending, demeaning tone. He finally declared he was "done with me" and demanded I leave. This wasn't a one-time lapse. This is what happens EVERY. SINGLE. TIME. I walk into this place. A parade of rude, untrained, and dismissive staff. As a retired Comcast IT technician of 45 years, this disgusting behavior explains exactly why Comcast is losing customers in droves and why their reputation (and stock) is in the toilet. The company I was proud to work for is dead. The Comcast of the last 8 years is a masterclass in failure. Do not expect help. Do not expect competence. Do not expect basic human decency. They will abandon you, dismiss you, and then bully you out the door. A perfectly fucked-up experience from a perfectly fucked-up company read more

I was surprised to see that someone who made an appointment was in and out within 20 minutes. I've made 2 appointments at the NAPA store on Soscol. The first time I only had to wait about 15 minutes as they were working with other people. Today I went in for a 10:30 appt. and the rep was dealing with another person. I accepted and understood that. After she was done with this other person, I expected to be next since it was already 10:45. Then another person was taken to "my rep" ahead of me. Totally unacceptable. I got the impression that they just don't give a sh*t about their customers in the Napa store. I went home and placed a call to T-Mobile and was quickly taken care of. I hope to never step foot inside that NAPA Soscol store again. Can't give it a 0 rating although I'd like to if it were an option. Hope anyone else's experience is much better. read more

I love that there's an Xfinity store where I can pop in without an appointment and receive help and/or exchange equipment. The store is setup similar to an Apple Store. Walk in and an associate greets you and asks "how can I assist you?" On this occasion I needed to exchange a remote control which has seen better days. All that was needed was my phone number and address. The associate gave me a new remote and explained the procedure to program the remote to my receiver at home. Once home, I was connected within a few minutes and using a brand new remote! Yay! read more

Xfinity Store by Comcast - Television Service Providers Near Me - Dublin, California

Check in process is corrupted. It took me almost 2 hours to get called in, because some customer checked in after I did was called in before me because they were friends with the technician that is supposed to be helping customers waiting in line. read more

While officially I'm not a customer, but my parents are and I tend to help them as needed. In this case, it's a new cable modem. Replacing it a very straight forward. Note the hotspot is enabled by default and the new cable modem is also a router. I use Eero but it's nice to have an additional layer. As for the return, I have the option to return to nearby store or use a prepaid shipping label and drop it off at UPS Store. (I should picked the latter). As I always thought dropping off is quick and easy. Nope! As I walked into the store, Robert is the staff that helped me, he took my name then there's the wait. I knew the wait would be long since there's no chairs left.. I did end up sitting at one of the demo chairs. The store is nice and they have a lot of their products on showcase. The wait was about 15-20 minutes so it wasn't horrible but wasn't good either. I noticed they only have 2 staff at the time. A 3rd staff came in later but I didn't see her on the floor. Once Robert called my name, he just assumed I'm returning the modem because of a disconnect vs an upgrade (I suppose a lot of folks here cancelled service). Overall it was worth it to upgrade the cable modem if you want the additional speed. Before my parents were getting around 250Mbps down, with the new upgrade, it gets an additional 100Mbps. Most likely they're not going to notice anyway but it was a free upgrade (not exactly free since they're paying for the modem rental). Honestly for $79 (Connect More) + $15 (equipment rental). It's really not that good of a value IMO. read more

Yall better find that fucking Iphone13 pro i traded in or im avout to actually get serious. Fucking paying double inter and shit now for some fucking reason. read more

#### STAY AWAY #### I had a HORRIBLE experience with xfinity last 4 months- they added a watch plan and shipped me an apple watch-- thats them selling to me. That went seamlessly As soon as i tried to stop the plan the nightmare began- multiple calls, no action taken, customer service hopelessly clueless of what action to take, then promising me that its solved while doing nothing I am billed multiple times not given refund - the list goes on and on read more

poor service and they lie to you just get a sell. i went thru hell with customer service. i got my wife phone after a 2 months.

The staff there are really unprofessional and very impatient with customers. They just brushed me off casually, and when I came back, I had to wait in line for a long time again. I really suggest that the employees get proper training. I won't be using their service again. read more

I want to take a moment to give a shout out to a wonderful lady named LEAH PICA at the Dublin Xfinity store. Recently, I was tricked into adding an iPad to my account by an online agent from the call center. The agent assured me there was a deal that will reduce my total monthly internet bill if I order an iPad, this was confirmed by two other agents online as well. However, it turned out to be a scam (also mentioned on reddit) I never received the promised credit. My bill went up, and I ended up stuck with the iPad that I didn't need. Yesterday I went to return the iPad avoid getting charged. The first salesperson at the Dublin store said he couldn't help and that I had to call the offshore center for a refund. Either he really didn't know how to process the return or he simply didn't want to help. Fortunately, PICA was nearby and overheard my issue. She quickly stepped in and resolved my problem , saving me at least three hours of frustration. PICA also reviewed my total bill and refunded some of the activation fees that shouldn't have been charged in the first place. She is the best. thanks for your outstanding assistance. Your dedication to customer service is greatly appreciated read more

Very poor customer service experienced at this particular store. When we arrived at the store, two employees were sitting and chatting, playing their own music through the store's screen and very loud, and browsing their phones. As customers, we were asked to wait without any explanation or instructions, despite there being only one other customer present. We ended up waiting for over 30 minutes with no engagement or acknowledgment. read more

Helped a parent return cable WiFi equipment. Be sure to get checked in as it's first come first serve assistance. Minimal wait time, maybe 5-7 minutes. Destiny was helpful and possessed good communication skills, good customer service. We were in/out in about 15 minutes. read more

Xfinity Store by Comcast - Return equipment - Television Service Providers Near Me - Dublin, California

I walked into Xfinity and was immediately greeted by an employee. He then rushed to his desk. I was probably at his desk for 5 seconds before he told me the package I wanted didn't exist. He barely listened, spending more time staring at the door for his next target than talking to me. I asked for package information for Sports and News because NBC Sports Bay Area was moved to a higher tier. I wanted this package because I don't watch a lot of TV and also because I figured fewer channels should mean a lower cost. He said the Ultimate package was my only choice. I swear he was gaslighting me the whole time. Even though the Sports and News was on his paper he handed me. I was pointing it to him but he continued to gas light me. He kept looking past me at customers walking in, like he couldn't wait to get rid of me. I left feeling ignored, disrespected, and frustrated with Xfinity's tactics. After leaving, I called customer service and got my answer in minutes. Visiting this brick-and-mortar location was a complete waste of time. The employee was completely inept. read more

I have been waiting an hour for help in the Dublin store. Others also look annoyed. Avoid this location!

"Customer Forced to Take High-Speed Internet for Free!" Yes, it's true! I was planning on canceling cable, but instead they offered a promotion so I keep the same monthly price but get 600M internet at no extra charge! Each time I go to this office, I walk out happy. They're super nice people. Special kudos to the pleasant agent, Barrett, who patiently walked me through the entire process. If you've never had Xfinity Internet before, one note: Technicians often put filters on your line to keep you from stealing the signal. (I never attempted to steal their signal, but I have a suspicious face.) Anyway, when you first add Internet, they have to remove those filters. In my case, they had to send a technician to remove the filters. Now I get incredibly fast internet. So if you don't like the prices, come in and ask for a special promotion. Just don't try to steal their internet. Those filters get you every time. read more

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What's the whole point of having a store if you can't even modify your tv plan in store . All the rep said was to call instead to receive help. I mentioned I've been on hold for over an hour and he mentioned to be patient . lol that hella irritated me . Oh but as soon as I mention possibly upgrading sure you can help. Waste of time . Cherry on top I signed a contract in September only for them to move the channels I watch to a higher package . Worst value ever read more

Ok - driving to this particular store is my go to for me to resolve the pain of Comcast internet issues. Online and phone service makes me insane. Big tip here-know the last 4 digits of your checking account used to pay. The phone reps have been asking. NEVER have I had that asked by any other company. Who would! Online chat even with a live agent you get promises of an appointment and it does not happen. In person tech for install at my home says they can't install my internet bc there is no external line outside my house. So he can't install my internet. He says an external line needs to be buried Online agent says takes a min 10-14 days to bury a line. This is due to government approvals needed. I head to this Comcast store bc it MUST BE A COMCAST store not a satellite one. If you go to a satellite one, they can't solve your tech issues Keep this in mind-I was also on hold with my earpod on and cell phone mounted as I drove to the store before it closed. That's insane but if I didn't, I have no idea when I will get internet installed in my home. The store said it makes no sense as my home address exists which means there is an external line. I beg her to give me a tech who can install with an embedded wiring in my house and knows what they are doing. On her screen, she saw the tech which came to my home and there was no explanation why he did not install. Or she didn't want to tell me. Either way, I waited for a tech, he came and couldn't install internet into my home. The only advice I have here is at least I can talk to a human for my Comcast issues. I have an appointment and walked away with my modem. Now I pray. No one should have to suffer to receive service they pay dearly for. Good luck to us all! read more

* AVOID!!!! AVOID!!!! AVOID!!!! We tried changing cell phone service, the price was good, the salesman was nice, but thats where it ended. Ordered 2 new iphone 16 (Wife and I), ok, they sent the wrong iphones. Salesman said just bring them in and he will exchange them for the iphones we wanted. Had to wait all day Saturday , delivery had to be signed for finally came after 4:00pm (said it would be delivered in the AM). Second phone was delivered on Monday , same thing only it was delivered after 6;00pm. So now, we waisted 2 hours at the store getting the original order, waited 2 full days for delivery, and they were the WRONG phones. We brought the iphones into the store to exchange them for the correct iphones. Salesman said it would be no problem. He activated one of the iphones, but could not complete the transaction for the second iphone. This was after another 2 hours in the store. FINALLY i said enough is enough I was done, I wanted to cancel the whole change to Xfinity Mobile from AT&T. But here is the worst part, He could not but my phone number back on my original iphone. So now we have spent at least 4 hours in the Xfinity Store, 2 full days waiting for the wrong phones, and I don't even have my original phone working. We had to go to the AT&T store to get my old iphone reactivated. But we could not, because Xfinity had transfered my number (i have had this same number for over 20 years) and had not released it, so we spent another 3 hours at the AT&T store trying to get my number back (that Xfinity has now stolen my number from me). So I have to try again tomorrow morning with AT&T, because the technicians had left for the day. I have bought and closed on houses in less time than it takes to get iphone for Xfinity!!! NEVER!! NEVER!! NEVER!! use Xfinity for Cellular service!!!!!! it might look like a great deal, but what good is it if they cant get you the iphone you thought you were getting, then they steal my phone number. I would give them minus stars for service , but the lowest available is 1 star. AVOID !!!! AVOID !!!! AVOID !!!! UPDATE: I finally got my phone number back from Xfinity, and is working through AT&T again, so I thought I was at least back to where i started. But all that changed Friday, we got a box delivered by ups , IT WAS ANOTHER IPHONE from Xfinity!!!! I didn't order it , I didn't want it!!! So now they are just sending phones out on their own as UNSOLICITED MERCHANDISE and wanting us to pay. Now I am getting emails with bills, there have been faulty charges on my credit card from Xfinity, and a fraudulant charge on my credit card from a place in Ohio. So we are now having to get a new credit card because of the Fraud. Is this all Connected??? i don't know. Xfinity IS NOT WORTH all of the frustration and time , their service is not worth the aggravation they have been putting us through!!! AVOID !!!! AVOID !!!! AVOID !!!! read more

We visited on Black Friday around 10:15 AM to upgrade my boyfriend's phone. The store was packed with customers but noticeably understaffed, with only two employees assisting customers, one handling check-ins, and another stocking items. After waiting an hour, there were still four people ahead of us, so we decided to leave and book a 1:30 PM appointment for the same day. When we returned for our appointment, the store was still very crowded. During check-in, one employee was seated at the side of the table while customers stood in line, which felt unprofessional, especially on such a busy day. There was also a second employee assisting with check-ins. Despite having an appointment, we still waited another 20 minutes to be helped. Xfinity needs to address its staffing issues, particularly during high-traffic times like Black Friday. Having an employee stocking items while customers wait over an hour makes no sense, and there's no need for two people checking in customers when one could assist with other tasks. Proper staffing and resource management would reduce wait times and improve the overall experience. For future customers, save yourself the frustration and book an appointment ahead of time. For Xfinity corporate, please staff appropriately during peak seasons. Several customers left due to the long wait, resulting in lost business. read more