We had to leave before I really got upset. I made an appointment for noon on a Saturday, confirmed and all. I checked in and saw the waiting area had at least 15 different groups of people waiting. After 25 minutes and seeing one of the two customer service reps go on break, I went back to the front desk and asked how the appointments were going. The person at the front said there were two people ahead of me who had appointments. Would not have been too bad except that they only had one customer service rep working and we saw it was taking at least 20 minutes per customer. I figured out that waiting an extra 60 minutes beyond my appointment time was not worth my time and had them cancel my appointment. I picked an appointment to not be on the phone for an hour, but it looks like you are in for an hour anyway you look at it. read more

Waiting to pickup equipment while a gal sits on her phone at the front looking at social media.. I need to pick up equipment.. Not sit and talk about plans for 30 minutes.. Unbelievable they cannot prioritize quick interactions.. read more

While it is convenient to have an Xfinity store to handle your account and look at options, they can't do everything. I tried to get an iPhone I paid off to be unlocked and after standing in line for 20 mins (due to limited capacity during pandemic) was told they don't handle unlocks and I had to call customer service. read more

I went in to just pick up equipment. I waited 50 minutes for them to finally call my name. The transaction took less than 1 minutes to do. Just a scan and receipt. Ridiculous wait time just to pick up. read more

My home is near downtown Livermore. Three weeks ago my wife and I signed a two year commitment with Xfinity for internet an TV service. The installer found two hub boxes near the sidewalk, neither one contained the lead for our address. He escalated to Xfinity construction department. Their team found our lead in the box two homes away. The original lines installers had screwed up and terminated the lead in the wrong place. Two days later I got a call from the Supervisor asking me for -wait for it- fifteen thousand dollars to extend their line and correct their error! You read that right: $15,000.00! Everyone of my neighbors who chooses Xfinity has service, not us: They have the nerve to ask me for fifteen thousand dollars to correct their error, caused by their immense incompetence! read more

This review is for the xfinity store in San Ramon at crowcamyon period every other store and experience I had online with this company was horrific period I was due to give up but After working with the staff at this location, my Faith in humanity is renewed period drew was amazing and professional period warm, friendly and kind period and yet he got everything done effortlessly period his manager was also very kind and professional period The other employee was part of the answer to my problem as well period Thank you for managing a frightening situation to where I left completely satisfied and able to manage the rest of my day. You are the best! As you can tell, my voice to text is not quite back yet, with lots of punctuation words, but that's nothing compared to the problem. I had! Thanks, guys!I read more

They don't deserve a star! That's way too much for how worse they are!! I went there for a esim and I was on the phone with xfinity(1h+) for the same thing and because I was taking too much time I went in the store to see if I can fix the problem faster, but the guy that helped me asked my was I was on the phone with them while I'm in the store and I told him that I just want my problem to be fixed and In case they can't help I don't need to wait another 2h+ on hold and he got very upset saying that I'm disrespectful and I disrespected the company. At one point he mentioned that he knows we're I live and I said and, he continued that his best friends lives on the same street with me. read more

Rude customer service. Comcast is a big billing scam. Over 10 years being with Comcast no two months bill were the same. I cancelled the service and Comcast internet is a joke. Happy that I signed with AT&T. read more

This place just made me sit around and wait for my name to be called, said there was nothing they could do, handed me Xfinity's number told and told me good luck. read more

The Xfinity Store in Dublin is located next to Mayflower. It is by far the biggest Xfinity/Comcast store I've ever seen. The service I got along with the results of my equipment upgrade were both 5 stars. I swear this is the polar opposite of the DMV: 1. No lines upon entry. In fact, I was greeted and they took down my name. While waiting, you can hang out on the couches, peruse the store, or just watch rerun of GSW-Cavaliers Game 1 Finals on their TV. 2. The next available service person (and there are many) will call the next time. These folks look like they actually WANT to help you. 3. Hugo took good care of me. With virtually no change in monthly cost he upgraded my cable modem/router which enables much faster feeds than I have. He noticed my cable box according to my file was way ancient, so he offered to get me a newer model, complete with DVR, voice-activation, HD, and yes apps. I could bring back my old cable box anytime. 4. Both the cable modem/router and TV cable were extremely easy to setup. Home wifi now super fast and TV super clear! Be sure to periodically upgrade your latest hardware from Comcast! Since you're likely renting the equipment why not get the latest and greatest! read more

Rude customer service. Called on the phone to place an order ahead and still needed to wait 45 mins just to get what was ordered. An employee gave me unnecessary attitude just because I didn't know where to check in. Note this: you need to put your name on a list before someone can help you. Don't walk up to anyone and ask for help because they won't. read more

Extremely Unprofessional, Unorganized, Made Me Wait For More Than An Hour. Attending Costumers While Attending Me And Then Making Me Wait Even Longer Despite It Being My Turn, Attending Others Who Just Walked In And Made Sure They Were Good To Go. Short Staffed Is Not An Excuse Everytime. Definitely Not Recommend This Store. read more

The people who work at the stores are rude because they think I'm supposed to know everything they have been taught in their training. They promise the world and then when it finally gets set up it's a lower package than they promised. These "agents" are mcd's workers with Comcast vests.they will lie and deceive you so they can get back to chatting with their coworkers. Comcast/Xfinity is just a scam anyway. They quote you a price then nickel and dime you for everything. Their prices change every month and they lie about any discounts and don't care if you cancel. If you want to cancel you have to send 3 emails and be subjected to harassment every step of the way. Read books stop using Comcast. read more

My xfinity service experience has been extremely unreliable. The internet goes out nearly every single morning multiple times for 5-10 mins at a time making it impossible to do any work. Customer service has done nothing to fix the problem. A technician came and could not fix anything. The billing people refuse to issue any refund. If you live in Dublin do not use xfinity. read more

I just read a review of Comcast service by George F where he wrote: "I upgraded my service and they were able to decrease my monthly bill by $39 and get faster internet service. They gave me a new modem right there. The store is really busy so make an appointment online, it will make your experience 100% better." That reminded that I had the same kind of experience when I went into this Comcast store to review my account late last year to see if I could audit and delete any services that I wasn't really using. Like George, they upgraded my system and found some ways to decrease my bill by $40/per month! And the new upgraded system is so much nicer than the old system. I wasn't asking for upgrade. I didn't even know there was an upgrade. But, they noticed it during the audit of my account. The new system has much greater flexibility and features. We love the new voice command feature. That alone is enough to want the upgrade. Also, every TV in the house now has DVR capability even though there is only one DVR in the system. And we can record multiple shows at once and still watch another channel independently. So lower cost and better system - I'm a happy camper! Jim read more

Based on other reviews, you never know if they are true or if they come from people who there's just no pleasing. I went in to the store today, was greeted as soon as I walked in and serviced in less than 2 minutes. I was in and out within a couple of minutes. read more

If I could give one star I would. Deceptive marketing tactics. They say you lock in your rates and your bill will be $xx.xx for 24 months but fail to tell you that the equipment and taxes can go up whenever they feel like it so they hit their EPS targets. It's so apparent how steaming is affecting their business: Mgr is Tiana L and she was not helpful. I am switching as soon as I can! read more

Scheduled an appointment on-line. You definitely want to go down this route before visiting the store. When we arrived the store was packed and they met with us at exactly at the scheduled time. We pre-ordered our Apple XS phone with a delivery date in two weeks. Comcast had no X's to sell (last year's model) so that was pretty surprising. We are switching cell phone carriers to go with Xfinity (Verizon) and paying $12/GB. If you want unlimited, it's $45 per line. Unlimited nationwide talk and text. 100 MB of shared data per month. Access to 18 M Xfinity WiFi hotspots. Dang, do you homework, but that sounds like a pretty good deal. Anthony assisted in the whole transaction, professional, courteous, informative and friendly. read more

Ah-amazing Comcast office with friendly staff and excellent, knowledgable customer service. When you hear the online support rep says "you need to go to a local Xfinity/Comcast office"... your blood will just drain from your face and you dread that very moment you have to walk in to an unfriendly, obnoxious office..... BUT - this Comcast office CHANGES everything and sets new great experience and expectation! So pleasantly surprised by the excellent customer service here! Staff are friendly, smiling, and very knowledgeable. You are greeted the very moment you walk in by a friendly staff at reception. The receptionist will then ask you what you need, will proceed to take down your name so that the next available rep can assist you. they even took my bag from me [which contained a modem] so that I won't have to carry it around... such service!... Almost like a coat check!! Within less than five minutes, a rep assisted me with all my needs. She was very friendly, very knowledgeable, and very prompt in assisting me. Additionally, the office is brand-new, very spacious and clean. You can browse around the other product offerings that they have including HDTV, home security systems, and other gadgets. Overall, I am so pleasantly surprised by this office with their excellent, speedy, knowledgeable and friendly customer service. Way to go Comcast! read more

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I haven't been to this store necessarily but Comcast in general is honestly the worst in regards to customer service. For the past two years we've had on and off network for no real reason. It's impossible to get in touch with a real person when there is a problem. Right now we have paid our bill but for some reason our internet is not working. We got in touch with someone for live chat and they stopped responding after asking us to change our network name and password. I will probably switch to a different company because dealing with this is so stressful and annoying. read more

It's very poor service that it's impossible to call the individual store, especially now during the coronavirus shelter-in-place. I simply wanted to drop off old equipment that I replaced. They were RIPPING ME OFF for $14 a month for a cable modem that only cost $50!! It took me 5 minutes to replace it with one I bought on Amazon! They make it easy to return via UPS but I have to package it, and since I was going to Dublin anyway, I wanted to just drop it off. They take 45 days for this return to show up on my bill. These RIPOFFS are going to charge me for their stupid mode for another month ... just because they can. read more

I guess San Ramon deserves Xfinity monopoly. Have we thought about why Bay Area residents are adamantly protecting this monopoly? Only thing it brings is expensive broadband service with a hook to extract money. One of the worst broadband service in the region. I tried to not tie myself up with 12 month "Deal". They Internet pricing is created by master theives. Complex and complicated and has small print fees all over the place. Of all people, Bay area people to foster and protect these type of parasite monopoly is disgusting. For them to advertise $55/Month 100Mbps lines when they can milk additional $200.. with no option stop this robbery. Disgusting politicians left open this type of open end contracts legacy from phone data rate/text robbing scheme. It doesn't even work without their modem which require additional $14 making it $69 100Mbps service. All are done in bad fate and to deceive consumer with the blessing from local politicians because all Internet service are Government regulated business. === Your Xfinity Internet Data Usage Plan includes 1 terabyte per month. If more is used in a month, we will automatically add blocks of 50 gigabytes for $10 each, up to $200 per month. You can also purchase the Unlimited Data Plan for an additional monthly charge. For more details, visit dataplan.xfinity.com. They even claim $39.99 double play "monthly" fee with Internet and TV. When in fact it turns into $70.65 at the review time all of a sudden. And that is no MONTHLY FEE. As that is 1 year contract fee so it is NOT MONTHLY. Thieves. Their entire website of pricing is deceptive entrapment machine for naive consumers with not much option for poorer residents. These are all planned and blessed by local politicians. Shame on you. You voted it to be this way. read more

I've always had great customer service and experience at this store. I have never waited more than 1 hour max as a walk-in without an appointment. All of my questions and problems were resolved, which I could never get on the phone as Xfinity has outsourced all of their call centers to the Philippines, Africa and South America. The in store reps are the only reason I still kept my service with Xfinity. Also, I've had minimal problems with my home internet service compared to other companies. read more

We were told we had a 30 day window on promotion for new phone when we switched carrier services. Due to holiday, we missed delivery of the phones. When we went back to Xfinity, we were told by Eric Cruz , manager, that we had been misinformed, that we were no longer entitled to $200 discount on phone purchases. read more

The service is terrible he go to the store you have to wait over an hour, terribly inefficient. Basically it's normal these days that Comcast has outages. Never do they Reimburse you. As a company 0/10 read more

My Xfinity Mobile phone had to be replaced under warranty. So the warranty company Assurant sent me the replacement phone. So far so good. However, once I charged the replacement phone and tried to use it, at first I could make and receive phone calls and text messages but I could not go online. So I took the phone to Xfinity in Fremont. The representative was polite and helpful but he could not do anything to get the phone to work. So I tried to get the phone working by calling Xfinity technical support. Their phone tree prompt kept insisting on "helping" me with billing no matter how many times I answered NO to its question "Do you need help with billing?" I went through this 4 times for about an hour-4 separate phone calls-then I finally got through to a human. Side note-the phone number I called shows up as "Xfinity Mobile Support" so, stupid me I thought that meant Xfinity Mobile. Anyway, back to the main story: After I finally got through to a human I spent about another hour on the phone being transferred from one person to another. Bottom line-the phone still would not connect to the internet except through Wi-Fi. No improvement. They did send me a new SIM card which I never picked up so I hope they got it back. So I tried going to the Xfinity store in Dublin. The greeter there, name MANUEL SERA, should not be in customer service. He is rude and condescending and he did not try to provide me any service. He acted like he was doing me a favor by putting my name on the list to wait for help. After that, Erica called my name. She was polite and helpful but she was not able to get the phone to work correctly. She consulted another employee, they changed the SIM card but had no luck and their conclusion was that the phone was defective and I should contact Assurant to replace it. Next I tried chat technical support. The representative, Pawal, was friendly and tried to be helpful. Pawal did something to the phone remotely and then Pawal told me that I should wait thirty minutes after the chat, restart the phone and it would work. Alas, it did not. So I went to the Fremont Xfinity, where two months ago we bought our granddaughter an iphone and added her to our account. The young man who helped us, Davian [I didn't catch his last name and he was out of business cards] COULD NOT HAVE BEEN ANY MORE KNOWLEDGEABLE, FRIENDLY, PATIENT AND HELPFUL. I put that in all caps to stand out from the rest of this review since the review is long. Thank God, Davian was working the day we returned to the Fremont Xfinity. I went to his station, he remembered us and was very friendly greeting us. He seemed genuinely happy to see us. He told me he would take care of it. Davian took my replacement phone, called someone-I don't know who- and gave that person a code indicating what Xfinity location he was calling from. Then he pressed some buttons on the phone and tested it. It worked perfectly. !!!!!!!!!!!!!!!!!!!!! This whole process took Davian 5 MINUTES !!!!!!!!!!!! So this story has 2 morals: 1-All you need is one person who actually knows what he is doing to solve a problem. 2-If you need help with Xfinity, go see Davian at the Fremont location. If I ever need to go in person again, I will go see Davian in Fremont even though we live in Dublin, which has a much bigger Xfinity store. This review is 5 stars for Davian, 0 stars for Manuel Sera, 1 star for Xfinity phone support-they did try-and 1 star for Pawal/chat support, he or she also made an effort. Between Xfinity cable, internet and mobile we spend more than $400/month with Xfinity. I would have cancelled all 3 after this fiasco [until Davian fixed the problem] but I have heard AT&T is even worse. Xfinity has always been expensive but they used to provide much better service. read more

Have reached the end with Comcast!!! Fees continue to increase while service continues to decrease! Meanwhile - the customer service agents and their management are of no help !! They could care less!!! There only solution is to make minimal fee changes (like$5) that require me to sign on for another 12 months of bad service and poor customer support!!! I'm done read more

We are current Comcast customers. It is rare to get good customer service these days, and even rarer to see exceptional customer service from a big organization like Comcast. We wanted to take the time to recognize Perry Sanfiorenzo for going above and beyond in helping us set up/ deactivate and reactivate multiple cable box devices and upgrading our monthly plan via in person, email and phone call on various days. A rep would normally say "here you go and be done", but Perry helped us every step of the way, going above and beyond the call of duty. It is uncommon for a rep to provide their business card with his contact info, and when we contacted him via email, Perry actually returned our messages and did everything to completion. I mean "Wow!" If I was his Boss I give this guy a bonus and a raise. We will continue to be happy Comcast customers. read more

I had several questions regarding internet service and accessing streaming companies like Netflix and Hulu so I went online and made an appointment with Xfinity and went to the Veranda location where Oscar cheerfully greeted me. My wait time wasn't long, and I was assigned to Melody who patiently explained aspects of streaming with Netflix and or another streaming service. I have been with Xfinity since 2004 and I have to give the company the highest praise. Every time I've contacted Xfinity for any reason I have received the best most knowledgable service and have always had my problem professionally resolved and my questions answered. I've never been motivated to switch to another company because the service I receive is always outstanding. And for me, great service is critical. read more

Two weeks ago I went into the store and had good service (I thought). I take it all back. I was told that the slowest internet speed they offered was 100Mbps and I took that. Now I see a cheaper deal online of 25 Mbps. How did the guy not know that? Even worse is I got internet and cable TV. I was given the hookup equipment for both. When I got home and tried to hook them up a few days later I find that having one jack in the living room (which is normal) I needed a splitter and another coax cable. Why didn't the guy bring that up when I was there. I had to go out to a hardware store to buy them. Amazing :( Simple things that they screwed up. Comcast lived down to their bad reputation again ! read more

I can't thank you enough for Joe who works there. His customer service was on point. Courteous and very helpful. He explained everything and helped me what's best for me! That's the kind of service that we all need! Thank you!!! read more

Worse freaKin store every time I go in and I get the covid lines, but full staff and all doing nothing n zero help. Worse service.

Went to the Dublin location on Grafton St, went early to drop off my equipment boxes, was greeted at the entrance by a team member, who directed to an associate, to help me, Mr Barrett F was very helpful, very understanding and knowledgeable, very professional and took care of my billing and other issues was in and out feeling taken care of, every staff at this location was very professional each member would meet ,greet and listen to their customers and provide their excellent service. Was made to feel welcome and left the store feeling happy my work was done. Thanks Dublin store. read more

I arrive on the store open and they helped guess immediately. When I got there all I needed to do was check in all the devices I had and then close the account. It was very easy the staff were great and they were quick. I took all but 5mins in the store! I would come back to this location. read more

Worst customer service, I was not the only one, there was an old lady next to me, she was complaining already about how rude people is in this place even before I got in. I hate having to come to this location!! read more

Xfinity is sending out a new modem for existing customers to install and getting their equipment back isn't easy. Xfinity's app doesn't work for help on anything and I suspect no live agents to help either. HELP! I need a label to print - your system isn't working! read more

This company by far is the worst customer service - waiting for days together after moving for internet services activation !! After moving, I got a new equipment from the local Xfinity store! The stupid activation team activated the equipment back to my old address - for a different pricing package as an upgrade !!! Meanwhile at the new address they already started my billing cycle!!! After call backs for a few days and explaining the same over and over to customer service ... They canceled my new work order... And I'm left with brand new Internet services at my old address! I'm Still waiting for everything to sort out. Looking for a good alternative to jump ships! CUT THE CORD !! read more

Ugh xifnity has the worst wifi. The wifi is slow and disconnected by itself ALL THE TIME. The customer service is nice but provide NO HELP. It kept blaming the slow and disconnection on our end. In not sure why this company even exist read more

No line at all and the woman working the counter quickly looked up our account and provided us with a new remote.

I signed up for their home internet through the phone and was told to pick the devices in store. I expected a quick pick up because I had already signed up. I waited for more then 45min just to pick up my device and it seems like i was skipped in line while I was waiting to be called. I would not recommend this place for pick up if you do not have time to wait around. read more