This isn't in regards to any specific store just my sons experience. To Xfinity Executive Leadership, I am writing to express my profound disgust and absolute outrage at the catastrophic failure of your company to perform a basic service: porting my long held Verizon phone number to Xfinity Mobile. What should have been a straightforward process instead became a multi day nightmare filled with empty promises, misinformation, incompetence, and a complete lack of accountability from every Xfinity representative I encountered. I began my port request on Saturday at 4:00 PM, with my Verizon Port PIN ready and all required information in hand. I followed every step exactly as instructed. Instead of activation, the system immediately pushed me to call customer service. I was told--incorrectly--that everything would be completed by Sunday morning. Sunday: More Lies, More Delays By early Sunday afternoon, nothing had happened. I called again, this time with a Verizon representative on the line. The Verizon agent was kind enough to offer assistance and explain that, due to Xfinity's delay, additional porting steps were required. The Xfinity representative refused help, insisted everything was fine, and promised completion "within the hour." That was another lie. Monday: No Number, No Work, No Call Back Monday arrived, and my number still had not been ported--meaning I had already been without the phone number I have used for over 20 years for more than 48 hours. I cannot log into my workplace systems without that number because of HIPAA related security protocols. As a result, I was unable to work at all on Monday. Did anyone from Xfinity follow up as promised? No. I had to call again, only to receive more hollow assurances and another "24 hour" window. Another rep personally guaranteed she'd contact me on Tuesday. She did not. Tuesday: Still No Number, Still No Work By Tuesday--still with no working phone number--I again could not work. I had to borrow a phone just to reach my doctors and pharmacies because I recently suffered a heart attack, and I am currently awaiting test results and critical prescriptions. Thanks to Xfinity's prolonged delay, every one of my healthcare providers now had my long standing number falsely listed as disconnected. This is not simply an inconvenience. This is a health risk caused by your company's negligence. My taxes are also tied to this phone number, along with numerous personal and financial accounts. Everything has now been disrupted. Today: Still Not Fixed As I write this, it is now Wednesday. My phone number still is not working. I still cannot work. I have now spent over 7.5 hours on the phone between Verizon and Xfinity, only to be told--yet again--that it may take another 24-48 hours. Even more infuriating is that Xfinity has openly admitted that every single delay was on your end. Real Financial and Personal Damage Your failures have caused: * Over $1,800 in lost wages * A complete disruption of my ability to work * Compromised medical communication following a recent heart attack * Massive inconvenience and embarrassment while correcting "disconnected" status with doctors, pharmacies, and others * Hours of wasted time correcting a mess entirely created by Xfinity * Ongoing stress, anxiety, and frustration What Accountability Will Xfinity Take? After days of broken promises, false information, refusal to accept assistance, and a total lack of responsibility from your staff, I want to know: * What compensation will Xfinity provide for my documented lost wages? * What are the consequences for the repeated delays and negligence? * How does your company plan to prevent this type of failure from harming others the way it has harmed me? Xfinity has demonstrated ineptitude at every step of this process. Your customer service has been dismissive, untrained, and consistently dishonest. The chaos your company created has affected my job, my health, my finances, and my peace of mind. I am making this experience public because no customer should ever be subjected to this degree of incompetence or indifference. I intend to share my story widely, so others understand exactly how Xfinity treats its customers. I expect an immediate and serious escalation from someone with actual authority to resolve this issue and address the damage Xfinity has caused. Signed, A profoundly dissatisfied and deeply inconvenienced customer read more

This place does not put Customer Service first. They help who they want to and lie about doing there jobs correctly. I have had to call in multiple times to get things fixed on my account. if you can, stay away from this location. read more

We have been a customer for a long time now and your prices go up every year. We pay more and get less and when your on a fixed income as we are it starts adding up. You need to start helping your long time customers if you want to keep them. Thank you no read more

I had excellent results here! My cell phone was without service and I knew billing and payment weren't issues. Turned out I needed a new sim card and Xfinity solved the problem and they didn't charge me anything. They were great! I am glad I discovered this wonderful location in Merrillville, Indiana. You better believe I will return here when I need to purchase a brand new cell phone. This is a beautiful showroom. I am most happy with my Xfinity service and it doesn't cost an arm and a leg to have a wireless phone service at Xfinity. I am a very happy Xfinity customer! read more

Customer service leaves a lot to be desired, Wow! As a new customer, I had questions for the installer but he had no time for any questions. He was late for the appt, did hook up, told me to hold my questions while he took a phone call! After his call he said he had to go & left! He left behind a big mess of cables then left our gate open & our dog got out! read more

Waited over an HOUR just to pickup a new modem after they incorrectly deactivated my old one. The older, short, blonde, white lady who I assume was the manager did not care at all that I was waiting 45 minutes for a quick modem pickup. It took over an hour just to talk to somebody. While I was explaining why I was even there because of them deactivating my old modem before a new one arrived she literally walked away from me. I have literally never had a worse customer service experience in my life. If I had any other options for an internet connection at my home I would ditch them and their incompetent service in a heartbeat. I also watched another customer come in after me to just do a simple return and they told her she'd have to wait up to 1 hour just to return something she bought! read more

I been a customer for 5 years, a gold star member. Went to the store Saturday got a new modem and experiencing the same issues as before. One of our devices is completely disconnected from the wifi and can't reconnect at all. We can't get on the Xbox without sign in or connection issues, can't play online games, we never had that problem before either. Can't get a hold of you through the phone or the app. The app doesn't work. We need a technician to our house. read more

They love taking your money but give you no Customer Service! I'm still trying to get my money back on an Xfi Pod that never worked. They were glad to take my money but still have not given me a refund. read more

Internet service is as good as the reliability that it provides. Xfinity has poor customer service. Be prepared to be patient. Not easy when Xfinity internet is poor! I absolutely love to hate them. They're awful. read more

We've had Xfinity for over a year in our home near the high school and it has never worked. Three modems, new cable to the house and dozens of phone calls and it still doesn't work. In fact our monthly bill went from $85 or $103 for no reason at all. The coverage and service is awful, the cost is outrageous. Find another provider. read more

I was at the Merrillville store yesterday 2-7-22 & was helped by Lynn. She was extremely helpful and had my problem fixed in no time. Excellent customer service. Thank you read more

I DREAD dealing with Comcast but I was PLEASANTLY surprised today. I needed to upgrade all of my equipment. I arrived, they took my name and cell number. I waited in my car for 15 minutes. They called me to enter the store and an employee was waiting for me. I upgraded all of my equipment, changed my plan and saved money in under 10 minutes. My applause to them - they were timely and efficient!! read more

Absolutely Horrible!! Avoid this place at all costs. Wait for an hour to be lied to about their crappy service. Heed my warning- go elsewhere. read more

Comcast Xfinity customer service is the worst ever!!!!!!!! We have been sitting in the store to resolve an issue for a half hour already so I have time to submit a review. After 5 phone calls and seperate visit to this store we still do not have our issue resolved. To be short we were lied to multiple times while signing up for the service. When inquiring about our issues with Xfinity they offered NO help so we returned the equipment and canceled the service. Then we get a bill for the service that was canceled 20 days into service. I would tell everyone to avoid Comcast at all costs. If I could give 0 stars I would. I repeat worst customer service ever!!!! read more

I am so fed up with lying customer service representatives/ sales people. I am pretty confident that this is the way of the cable companies' world. My husband went into the store to switch to Xfinity internet because Uverse kept jacking with our bill. Needless to say... liar, liar pants on fire! We were promised one thing and ended up with another. I hate cable companies!!!! I hate having to fight over a bill! read more

This store literally always a self pay kiosk that is operational. I haven't had a single problem with this store since it came into existence and I hope it sticks around, but I will be paying my bill online from now on! read more

New store, clean, well lit, inviting. I had a 9am reservation and was seen immediately. LaShon Sims was my consultant, knowledgeable, friendly, professional, helpful--all wrapped into one. Answered all of my tech questions, suggested a new package that would save me money. Went home with new equipment that was relatively easy to install, except for remote issues that I need to research. Thanks LaShon! read more

Had to cancel our Comcast due to our apartment complex having a contract with a different provider, so we had to come here to return our Comcast equipment. They were wonderful! Every single employee was super friendly and greeted us with a smile. We were in and out within 5 minutes! Great service read more

Comcast has the worst customer service of any cable provider I've ever dealt with. They tried to charge me for the return of their faulty equipment. They stated I had to pay for it and they would credit me on the next billing cycle. Every time I've called it was a very long ordeal and at time it took over an hour. If you ask 5 different customer service representatives the same question you will get 5 different answers. I would not recommend Comcast to my worst enemy. read more

I think it is amazing that this business only has one has one review and it is not recommended. I was hoping to have some better cutomer service in person than i've had with calling the 1800 number. Boy am i let down. I was just pretty much told by Cleo he really could not help me because i changed my plan over the phone. The issue is back in February i did call the customer service number and spoke to Evetta. I was promised a rate for 12 months. She assured me my total bill price for 12 months. In turn i had to sign up for eco billing no problem and did so. Then in May my bill went up. Humm hasn't been 12 months whats the issue? I called customer service which i was on the phone for over a hour. Spoke with Ray and Logan promised again 12 month rate at same price. Logan claimed i wasn't signed up for eco billing ok fine did it again and even screen shot it this time. Also in May Comcast double auto withdew my payment. Yes they did reverse one but still not the amount i agreed to. Figured all would be good promised again this June to what i agreed to in February. Ray and Logan also stated next bill should reflect the over charge from May. Please stay tuned on that. Today i received a letter from comcast " an important update about your account" another increase starting next bill. All lies! I think if 3 different employees empowered enough to change your plan and tell you your TOTAL projected bill Comcast should stand behind what their trained employees promise. Let's see if this review makes the yelp cut. read more