Comcast is really, truly testing my patience. It all started at their Williamstown, NJ, store a little over a week ago. I was visiting my mother in my home state, so we stopped by to transfer ownership of her account from me into her name. The rep was pleasant and took care of it right away, while also securing her a lower rate. Since I was there already, I asked if there were any discounts for my own account. Yes - he locked me into a lower rate as well. I was careful to say that I wanted to retain my existing services. Instead, he canceled my flex tv box and I didn't notice the line item difference as I wasn't necessarily looking for it given our conversation. I wasn't aware until I drove home to Virginia and couldn't connect to my TV. I contacted a chat agent first and got absolutely nowhere. I explained the whole situation and they replied by asking me to explain the situation. Oof. So I requested a call instead. The phone rep was lovely and spent 15 minutes working to restore my access. However, since the Jersey rep had turned off my flex box and it was an older model, she told me I'd need to visit a Comcast store to attain a newer box. That brought me to the Xfinity store in Short Pump last night. After a decent wait, the overworked, clearly exhausted rep helped me swap out my box. Just now, I tried to install it and guess what? Xfinity provided me with the dustiest, hairiest (yes, human hair) old Xumo box. That didn't include an HDMI cable as the box claimed it would. Sorry, but where's the quality control? Luckily I know someone who has an extra HDMI cable and can give it to me tomorrow, so Xfinity won't feel my immediate rage but seriously? So many screw ups, nothing easy for the customer. If I had to drive another 40 minutes (there and back) to get a freaking cable, I would've lost my mind. None of this should have happened. And their prices shouldn't be so dang high that we have to negotiate a lower rate every couple of years either. Not to mention, remember when companies would offer credits for issues like these? Ha. The good ole days. Of course I may need to get a new box regardless if they gave me a refurbished junker. If so, I'll be sure to update yall. TBD. read more

It has been since November 10th over 30 days and ticket number ECM0017694048 is not complete. I have exposed wires from the box that is attached to the outside of my house. This is a fire hazard. I have called every week over 10 times and get scripted information from the customer service representatives with no results. After the last call I was credited 1penny, yes 1 cent, .1 to my account. For what? I even went to the physical store and was told we only do sales, we can't help. Now when I check the ticket number on their website it states not available. When you need repair from Xfinity, they are the worse and just leave the customer hanging. read more

A Comcast repairman came out to service our neighbor. Instead on using their driveway (like he did to get to their house..) he decided to drive through our yard.... He got stuck and had to be towed out ... needless to say our yard has been messed up. I have everything on video. I have tried multiple times to speak to a manager but they have yet to reach out to me. It is not acceptable to have an employee who represents your company destroy someone's property. read more

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I drove from NC to handle some things for a relative moving to long term care. I took equipment to this location and was helped by Myles, who thoroughly explained the process, terminated service and provided a receipt, all with a smile, making what could have been difficult a breeze. read more

Xfinity has gotten so much better over the years. The show room at this Xfinity store is stunning, its modern, bright and filled with all kinds of cool products. Where they fall short is their servicing none of the employees ever seem to care. The service is very one dimensional and transactional at best. read more

Let me tell you... I was getting SO sick and tired of our Fios internet and Sprint cell phone service. I recently decided to cancel both and move to Xfinity. It has been a seamless process so far. Xfinity, on the phone and in person, have been SO easy to work with. Every time I called customer service, the agent on the other line was extremely helpful. Their chat feature on the website is also A+. When the guy came to hook up our service outside, it was the perfect no contact situation. He hooked up the outside stuff, then left the rest on the porch and my husband was able to finish the job rather quickly. So far, absolutely no complaints and I'm a huge fan of Xfinity! read more

I'm not sure if I am just an extremely lucky person or if the stores and service providers in Richmond continue to up their games. Recently I went by the "new" Xfinity store and asked about the Xfinity Mobile plan. Had the pleasure of discussing with Gloria who was incredibly knowledgeable about the service. Everything seemed "just too good to be true," so I was a bit leery, but she patiently answered my myriad of questions and was helpful without being pushy. Needless to say, I went home and followed up with some on-line research for reviews of the service. They looked good so I made an appointment to do the transfer (after paying off my phone and unlocking it.) Yesterday, I went in and met with Gloria to do the transfer. It was a bit time consuming, but she made it COMPLETELY painless. After confirming the transfer was complete, we tested my phone and found all apps, settings, pairings to be in place as promised. A few tips if you're thinking about stopping by the Xfinity store to transfer your service: 1) At the time of this review, Xfinity Mobile is offered ONLY to Comcast / Xfinity customers so if you're not, it's a non-starter. 2) If you are a Comcast customer and plan to keep your current mobile phone: a) Ensure it is paid for and unlocked BEFORE you go in b) Have your IMEI number with you (they can help you if you don't have it or know how to get it. For ATT, just type in *#06# and it will come up) 2) If you are porting your service over from another carrier, bring: a) The account number and account holder's information b) The account pass code Too early to tell how satisfied I will be with the network, but the decision to make the transfer as well as the execution of the transfer were definitely a snap, thanks to Gloria. read more

I made an appointment for a sales rep to call me. She failed to do so. And there is no way to call the store directly. Think they don't want my business. read more

Was in this morning to return a box. This was handled OK, but not with anything that made me feel welcomed. This location replaces the one closed at 5401 Staples Mill Rd in Richmond. The inside area is smaller than 5401 Staples Mill, and a bit sterile looking. The staff helping me seemed more interested in selling me cell phone service (perhaps because there is a new Verizon store across the street). Interaction: The employee never smiled, took my box, and even as I was still asking questions about cable/internet service and specials walked me slowly to the door and opened it as if to say "Bye now!". There were no other customers in the store, so it was not like I was taking up extra time. I also asked why the store was closed at Staples Mill and was informed corporate figured they could make more sales in the far West End. I was also told the reason the store at 918 N Boulevard in Richmond remains open is because it is the only one on the GRTC busline. Note: At the time of this review, the Xfinity store and a Starbucks share the same building. Look for the Starbucks as it is easier to see from the street. It is located on the south side of West Broad St in the Greengate Shopping Center. Opinion: If Xfinity wants to compete in the cell market, you need a lot more stores. I have several Verizon stores near me, but you have made my drive to an Xfinity store go from 11 miles/15 min to 21 miles/30 minutes. I am not going that far for cell phone help/service when I have three Verizon stores within 10-15 minutes of my home. read more

The cashier was awesome. He took his time. Understand what I need, some next time I hope can help. Or some person like him. Can help in that in the some Xfinity store. read more