Comcast as a company: 2 stars Xfinity Palo Alto location: 5 stars I've been unhappy with Comcast for years and decided to cancel my internet service. Don't ever call or live chat them because it will take hours to clear up any little issues. Also, there's no way to cancel service on your online account. It took less than 5 minutes to cancel my internet service at this location. I was greeted while I waited and the lady who helped me was friendly and efficient. Thank you for being the only positive experience I've had with this company. read more

I love the Xfinity Store. I had a broken channel changer which they just replaced for me. No questions asked gave me a new one. The man that helped me was very friendly, helpful, and knowledgeable. read more

I live in a group house: the house member in whose name our i-Net service is listed had fallen behind in payments I went in to catch up. The service clerk on duty led me to a kiosk and told me to enter the necessary information and walked away. I turned to him and asked for assistance, he came back, said "Press this button." and then again walked away. He showed absolutely no interest in helping me pay our household bill. He announced his kiosk would not give a receipt for our credit card payment as thought he were proud of the fact. This store has a terrible local reputation and now I know why. I can't remember having had worst or ruder customer service. AT&T here we come. How does xFinity stay in business with this sort of local support? read more

I came to check why I didn't receive the order for the internet network modem. Agent asked for my phone number, and straight up lied to my face. He said that someone just ordered yesterday. When I got back home, turns out nobody ordered anything. Had to reorder using customer service. Don't trust these scammers!!! I would give zero stars if possible. read more

Count create an account. Couldn't find modern. Couldn't get callbacks to work. Couldn't send email verifications. Couldn't update email address. read more

Xfinity will jack up your rates. I dumped them. They are the worst. Avoid them. And then, to show what a bad company they are they tried to get a few more dollars out of me after I said I'm finished with them and they put a collection agency out to harass me. Total losers. read more

I will never have any services with Xfinity again: Constant Internet outages especially on rainy days Never an apology or refund even if the Internet was out while day Crispy and expensive channel line up. I don't need 20 shopping channels or kids channels Xfinity moved Warriors games to a more expensive line up overnight To get to a live customer service rep you have to spend at least 20.mins with the stupid AI agent. My bill is actually a $$$ a credit. Multiple phone calls and emails, and thirty days later, I am still waiting for their money. I am with ATT and Huly now. Souch better! read more

Kudos to Shawn for his patience and professionalism, Shawn was able to help me get my service up and running in less than 30 minutes, a feat that no other xfinity support was able to do (gone through at least five support.) read more

Be very careful with the agents in this store! The representatives here are not transparent and will hide important details just to push sales. I recently updated my Xfinity account, and during the process, an agent offered me a "free" phone. At first, it sounded like a great deal. However, what they did not mention is that the phone actually costs around $400 if you don't agree to add a new line. And adding that line will cost you about $12+ per month with taxes. This kind of misleading sales tactic is extremely disappointing. Customers deserve honesty and full disclosure--not hidden costs and surprise charges. read more

Terrible service. Zero courtesy to inform waiting customer how long to wait, while agent is talking to another customer for over 30 minutes. I'm going to have to move to another provider. Thank you for your service. read more

I was looking to switch internet providers since my year-long contract ended and the price went up. I called xFinity customer service and they answered right away and helped me out! Mark did a great job finding me an excellent deal on a new yearly contract. I ended up being able to increase my Mbps while keeping my same rate. Thank you so much Mark!!! I've had xFinity for quite some time and am always happy with the speed and prices. read more

I went into the store with my elderly friend to see if they could make her phone more senior-friendly; or suggest another phone that would be easier to use. The rep there was so helpful. Instead of trying to sell her a new phone he moved all the apps off her home screen except for the phone, text, camera and contacts list, which made her very happy. He was amazingly patient with her, and yet managed to greet each person who came in behind us and directed them into the store and where to wait for service. It was a very good experience. read more

Just spent about two hours trying to get the picture back on my TV. Their virtual assistant just sends customers back through the same loop. Finally, I was able to reach live person chat, but that still didn't solve the problem. The problem may be the converter box; they won't send one and said I must go to the local store for a replacement. I'd like to call the store to find out if they have it in stock, but the store doesn't have a phone number so I'm unable to call them. Ridiculous that they have a store that can't be reached by phone. Customers have to drive there to see if they have what I need. You can't actually talk to a human being for technical support; instead you end up exchanging messages over a computer. Later I did go to the store after making an appointment. There's someone to intercept customers at the door and he checked me in, brought out the device I needed, then said I'd have to wait and talk to someone about it. I waited about 25 minutes, then they said I'd be charged an extra $12 per month for the device I needed, above the already high price for cable. I left without the electronics and am debating about just stopping my plan with Xfinity and streaming what I want. Why can't they provide just basic service at a reasonable price instead of dozens of channels I don't want to watch? read more

I entered the store to return a phone and the manager (I think ) effectively said. Get out we don't want to help you - will charge restocking fee - go back to where you bought it. Last time i went there... they said call customer service can't help you... called cs they said go to the store... went to a different store and got my work done. This store is useless - avoid like the plague. read more

It started with Sergio who was personable, smart and asked for help when neither of us could figure out how to fix the problem. Two other people offered to help. Between the working as a team, my problem was solved. I admired their team work, determination and customer service. Well done. read more

Excellent service by Dru! He does a great job. Very attentive to account, activation and installation concerns.

Absolutely horrific customer service. I tried to cancel over the phone, they said it was canceled, and it wasn't. I kept getting charged. I had to go into the storefront 2 times to get it actually canceled. This is absurd and a horrible way of doing go business. Definitely chose a different provider. read more

Super helpful and quick to help me with changing my service in person in the store. Much better experience than trying to deal with their phone support. read more

We wanted a landline and cable with TCM for my father. The sales rep said he saw that he could get Dad's current number for the new phone and was pulling it over (he obviously couldn't because the phone was moving to a new area code). He said the package with TCM was $10. It was $60. And interestingly, he put together a bill with everything except the TCM. I said I'd like it to be all in one bill, but he said he couldn't do that. So we paid for almost everything, and then got a bill for $60. I said that's ridiculous at least give us half off: impossible. Going forward, the phone has been installed but after a week it still doesn't work. We got a phone number off the Internet (couldn't find any on the Xfinity website) and called. While we were next to the phone, they did some diagnostics, with no results. We were on our way home when someone called wanting to do some diagnostics. So we drove back and they did the same diagnostics. Complete waste of time. A technician is supposed to come out in two days. I hope they can fix it. I've been told we'll get a refund for the time the phone hasn't worked. I'll believe it when I see it. Meanwhile, Xfiniti says our bank rejected a $25 charge, which is ridiculous, and they are charging an enormous fee for that. Will I be able to get that back??????? Usually phone/Internet companies are nice, take care of things properly, and see that you get the best price. I have never had anything to do with a company so unpleasant and ineffective as Xfinity. Half of this post is to do with service we received after leaving the store, but I think it is all of a kind. read more

One Hundred Thousand dollars is on the line and here is your final clue on Pyramid..... See the Dentist, talk to a used car salesmen, give a deposition, spend time at Gitmo (and not on the good side), have a root canal, get your prostate checked, have Ted Kennedy drive you around the Island, THINGS I'D RATHER DO THAN DEAL WITH COMCAST ding ding ding ding ding ding ding ding YOU WIN!!!!!!!!!! Seriously, that in effect sums up my history with Comcast. Its usually unbelievably painful. I have GONE years with antiquated equipment to simply avoid them. Changing equipment on the fly usually involved waiting sometimes hours a the Foster City location. Last summer our neighbor had to have a new cable strung for their new McMansion and of course they disconnected ours in the process and never bothered to hook it up. Its fun returning from vacation with nothing and waiting a week to get someone out. There is reason they are consistently in the bottom of customer service expectations. The 4 stars today reflect on my experience at THIS location and one individual there. However, the DVR was toast. So I sucked it up and went to the relatively new outpost in Palo Alto. I arrived and was pleasantly surprised it was somewhat quiet. Within seconds I was greeted by DJ. DJ was friendly, personable, and efficient. He swapped out the DVR with nary a fuss, checked to see if he could upgrade my service in a friendly and non pushy fashion, crunched some numbers and gave me a few options. None of them worked out and I was on my way. This was not what I expected and to be frank I have never had service approaching this ANYTIME I have dealt with Comcast. Seriously If they have any brains at all, Promote DJ, make him in charge of customer service for you entire organization. This may be your only path to redemption. Assuming you care that is The 4 stars today reflect on my experience at THIS location and one individual there aka DJ. I would have given him 5 Stars but the sins of the company simply cannot go unanswered Thanks again DJ!!!!!! read more

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

This review is not directed towards the employees who are already put in difficult situations by the greedy corporations they work for. This is a review of my experience and I am hoping to save some folks from this little nightmare. If you choose Xfinity here is what you need to know: 1. You cannot call and speak to a store rep and when calling the 800 number, you are on hold for at least 30 mins before you can speak with someone for a basic question. If you are calling to cancel your account, good luck. 2. If you think it will be a quick process, please reconsider. I chose xfinity because it claimed I could just show up, pick up my equipment and set it up myself. After many phone calls, an appointment with a rep at my house and three days later, my wi-fi is still not set up. I find myself again, on hold waiting to get my questions answered as I write this review. It is so frustrating when all you get is a BOT and when you finally reach the correct department, you are still on hold. This is by design. 3. Even if you show up to the physical location to set up your account, you will need to do all the work on your own phone. I understand a business wanting to be more efficient but there is a basic level of customer service that should be required in order to not exclude entire communities like people who are not tech literate, don't have a cell phone, don't speak English or are illiterate; there are a lot of people who can't simply navigate to the link you sent them, create an account, add payment method and submit an order. This is insane. Corporations like xfinity need a wake-up call. Who is making these business decisions. Unfortunately, Xfinity is in great company when it comes to greedy corporations stripping basic services they are required to provide. read more

Comcast is the best internet and way better than AT&T or Sonic in the Peninsula. Comcast isn't cheap, but you get what you pay for. Customer service isn't anything to write home about, basically standard for a big company. We tried leaving Comcast and saved big bucks, but once COVID hit we had to go back as internet became essential. We don't use Comcast for TV anymore though, other over-the-top TV and free antenna is good enough for some sports and key news events. read more

My internet was down almost 24 hours and the ad automated voice customer service would not allow me to be transferred to a human agent. Comcast is the worst provider I have ever used and I will go back to using AT & T after my contract is over. This is the second time in one week my service has been down. Last time was for over 8 hours. read more

The service man came on time knew what he was doing. Got the job accomplished and was very helpful.

**STAY AWAY FROM THIS LOCATION** Worst experience ever and such a BIG waste of time!!! Came in today to change mobile service to Xfinity as they have a $45/line deal and currently paying $70/line at t-mobile seemed like a good deal. We came in around 10:30am and worked with Mary Lorenzo. BIGGGGGGG mistake! She was disorganized, slow, kept playing on her own cell phone while I was putting in info, and wasn't clear about the steps or what was going to happen. She even threw away my original SIM card before anything was finalized and before asking if I wanted it. When giving me a new number it was with a SJ area code when I'm in a 650 zone, and I didn't want that. It was getting too complicated trying to fix that and her working so slow, that I decided to cancel the move altogether... too many red flags. Theeeeeen. Trying to have her cancel the plan was such a HUGE-R waste of time. We were there for 2.5 hours while she was on "hold" trying to do God knows what. She didn't update us at all, she wouldn't let us know what's happening, NOTHING. We should have just left instead of grinding our teeth in annoyance by Mary's incompetence. At 12:45pm still nothing was resolved, so we took the info they had on this account and we left the store at 12:45pm!! Will handle it myself! And will never go to this location again. Complete waste of time. I'm sure it's not easy finding qualified workers with common sense. The Xfinity Store in Palo Alto's sales force is lacking just that: qualified, friendly, knows what they're doing, who can live without their personal phones while they are on the job, personable and with common sense.   **besides the manager that was working at that time... gotta give her credit for checking in and smiling often.** Update as of 5:20pm ~ Aloria from 1(888)936-4968 cancelled the account. Aloria was very nice to work with, she was friendly, understanding and kept me updated about what she was doing. If I decide to eventually make the switch to xfinity mobile... it will not be through Mary, that's for sure. Thanks for listening to me vent. Have a nice day :) read more

Went in today to get upgraded phones and change carriers. Mary was very friendly and very helpful. We asked a lot of questions about the features of the phones we were looking for. She was able to answer all of our questions and got our phones connected and we were on our way in a very short time. I was easily able to transfer all of my info to my new phone. Oh and an FYI I changed carriers because Xfinity for one will cost less monthly and was cheaper for the upgrades. read more

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- Thank you Mary for helping me with my new phone. I went from a T-Mobile service to a Xfinity Verizon service and I could be happier. I got a better price for my phone and service. Paying more than $120 for the same thing did not make sense. Better phone, faster service, at a lower price, NO BRAINER. Ask for Mary, she is patient, and knowledgeable. Her sence of humor will not make the transaction or time boring. - Gracias Mary por ayudarme con mi nuevo teléfono. Pasé de un servicio T-Mobile a un servicio Xfinity Verizon y podría estar más feliz. Conseguí un mejor precio para mi teléfono y servicio. Pagar más de $ 120 por lo mismo no tenía sentido. Mejor teléfono, servicio más rápido, a un precio más bajo, SIN FRENADOR. Pregunte por Mary, ella es paciente y conocedora. Su sentido del humor no hará la transacción o el tiempo aburrido. - Salamat sa iyo para sa pagtulong sa akin sa aking bagong telepono. Nagpunta ako sa isang serbisyo ng T-Mobile sa serbisyo ng Xfinity Verizon at mas masaya ako. Mayroon akong mas mahusay na presyo para sa aking telepono at serbisyo. Ang pagbabayad ng higit sa $ 120 para sa parehong bagay ay hindi makatwiran. Mas mahusay na telepono, mas mabilis na serbisyo, sa mas mababang presyo, WALANG BRAINER. Magtanong kay Maria, siya ay mapagpasensya, at may sapat na kaalaman. Ang kanyang sitwasyon ng katatawanan ay hindi makagagawa ng transaksyon o oras na pagbubutas. read more

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Where should I begin... decided to get wifi in my new home with xfinity. Flex box was defective it took me over a month to get that conclusion because the only customer service that is easily reachable is via messaging through app. A lot of circling back to the same "resolution" finally decided to call them and it is so hard to reach an actual human being v an automated machine. While I was trying to get help on the app the SR convinced me to switch to xfinity mobile.. saying I would Pay the same for the same services.. just came back from Mexico with an over $300 bill!!! EMPTY PROMISES... SCAMMERS... had to come in to the store to complain because I was NOT going to deal with another messenger or automated machine. Of course when I explained why I was complaining there first resolution.. "I'm going to need you to call xfinity" I said NOPE I need to talk to a human. Queue the manager the "best he can do" is $75 credit. SAVE YOURSELF STAY AWAY FROM XFINITY! HORRIBLE CUSTOMER SERVICE. I'm read more

You get an "F" today for: 1. Closing at 6pm instead of 7pm as posted online 2. Sticking me with a broken X1 modem in the 1st place, so I had to bring it back...in rush hour traffic...when, at 6:20pm, you are CLOSED. read more

As much as each individual tried to help, the outcome could not have been more DISASTEROUS. Comcast gets a MINUS THREE FOR SERVICE. Our cable card died in our TIVO. No one knew how to fix it. The tech upsold me to a new contract which completely overwrote the previous provisioning. All the king's horses and all the king's men could not put Humpty Dumpty back together again. Many hours, many technicians. I am thrilled to no longer have Comcast as a TV provider. We have gone with Google TV and Youtube TV. That being said, their Internet service is good except when it went down for two days a year ago and a number of other 1/2 day outages. The modem did not recover. I was out of town, so the Comcast technician did a factory reset on the router which brought the service back up, but took down my home control system, Alexas and Tivo. read more

I made appointment. When I got there, there were lot of people waiting. Me: "With appointment, do I get to skip the line?" Rep: "You are in the system. They will call your name when ready." I figured I would wait and see. I waited 20 minutes before next person was helped. And it wasn't me. Appointment is basically worthless. First come, first serve. The reps are friendly, but not helpful. read more

Waiting for the lawsuit to hit the fan. They promise you a phone if you switch over, explain that they are out of stock, and promise to ship it to you.... When you need to return to ask why you didn't get the phone, they say don't qualify to finance it - which means you need to pay full price. In addition to the wait of over an hour, and forcing you to return at least a couple more times, it's glaringly obvious this is a scam. read more

Picked up and dropped off my equipment here. That's the only times that I came in. The staff was attentive and explained everything well. The COVID check in went smoothly and they're texting system was efficient. read more

WHAT A JOKE. I took the time to drive there to drop off equipment for a house that we did not need cable TV service anymore. Isaac took my equipment in by scanning the barcode which was associated with the correct address. I then returned home and now my home cable has been disconnected. How Xfinity has the ability to turn off cable service on a different account with completely different equipment?? I called customer service and they told me I have to return the store to make this right? Annual revenue to Xfinity $3000 annual on just this account alone.. It's time for me to look elsewhere for cable/internet services. read more

Pretty solid store that got me what I needed (set up my internet online and just needed to pick up coax cables). Only thing was that I was confused on where to wait/stand. There looks to be a front desk right as you enter but nobody was there and so I just dawdled a bit. read more

Pro: local walk-in B&M store / Con: offshore non-US customer service by phone, just as bad as ATT. The services are basically equal, ATT vs Comcast, as far as hardware etc., but I switched from ATT after being totally fed up with trying to talk to non-native English speakers whose job is to speak English. Turns out Comcast is just as bad as ATT as far as total torture when it comes to phone customer service, but at least they have a local brick and mortar, where everyone speaks English well. With ATT you have to make appointments for a technician to come to you if you want a native English speaker, and even then you might not get one. Both have really poor customer service models -- basically they view the customer as a "host," whose experience is only measured by subscribing or quitting their services, and since ATT has lowered the bar so horribly, the quit level is well below "totally fed up." Comcast: why not improve your CS, and really up your subscriber base? Not farming out English-speaking jobs to non-English speaking countries would be a great start. [add-on/edit:] I actually wrote the above while on hold with Comcast waiting for a better English speaker, for 30 minutes, because I could not understand the person on the other end -- her English was unintelligible. I wanted to add-on a new service, and I (1) could not explain to her what service I wanted, she kept misunderstanding me, though as you can tell from my writing I speak English well and clearly, and (2) one out of every 6 or 7 words she spoke was prounouned in a way I could not understand at all. I think when I requested a native English speaker, she intentionally put me in "hold purgatory" where the call is still on line but nobody ever picks up. BAD BUSINESS MODEL COMCAST. I am not about to call a different provider for the add-on service I was seeking. read more

Walked in and someone was right there to check me in. At this point, I had talked to many technicians and one of them referred me to Michael Stout as he had a reputation for providing exceptional customer service. And he was right! Michael was patient, knowledgeable, fair, and went above and beyond to resolve my issue. Thank you again! read more

Xfinity is off of a very very busy street and they appear to have 20 parking spaces. They're only 10% full and have three employees working but there is a 20 minute wait after you sign in. Once they do call your name they are very fast and efficient and give you 100% of their attention. Areas for improvement. They charge you a very substantial fees and provide very good service but when you're out there 3000 square-foot facility there are no bathrooms for the public and they send you to the neighbors to go to the bathroom. read more

I came in (with an appointment I made online last night) right at opening today, with low expectations. I was ready to fight my way to getting a replacement for my six year old cable modem. I left ten minutes later with a new modem, after kind of a great customer experience. As soon as the door opened, I checked in at the "check in counter." No, actually I had to wait ten seconds behind another customer, obviously ready for for a fight, too. She waved a broken remote at the check-in guy, and was immediately handed a new remote. What? No fuss. The expression on her face! But that's the way I felt in a couple minutes. They just scanned my old router, sent me back to a second counter where another fine gentleman checked my account and then went and got me a new router (and golly it has WiFi built in!). And just handed it to me. And that was it. Less than ten minutes and I was done. Wonderful! read more

Clean and quick. They have a good system to get you in and out. If it takes a while it's because the people in front of you are still trying to decide on what package to get. Plenty of COVID safety. Plastic guards and hand sanitizer. If that is a concern of yours. read more