Had an unfortunate experience with Xfinity's online customer support. I requested an address transfer, and the agent informed me that it was being processed. However, when we moved into our new home, our internet service wasn't working. We decided to visit an Xfinity store in person, and thankfully, the staff was able to assist us. We discovered that professional installation was required because the home had never previously been connected to the Xfinity network. David and Omar were amazing--they helped us through the entire process and even provided a credit toward the professional installation fee to make up for the inconvenience we experienced. For any major service requests, such as moving your service to a new address, I would recommend visiting a store in person. Based on my experience, the online representatives were unable to provide accurate information, which led to unnecessary delays and frustration. We greatly appreciate David and Omar for taking the time to help us, and we will likely return to this store for any future service needs. read more

I stopped by the Xfinity store over the weekend to upgrade my phone. The initial exchange was straightforward, and I was told everything would finish setting up once I got home. Unfortunately, that didn't happen, so I returned to the store the next day. That's when I met Malcom, and he completely turned the experience around. He took the time to listen to my concerns, understood my frustration, and patiently worked through the issue until he found a solution that worked perfectly. Great customer service can make all the difference, and Malcom delivered exactly that. I really appreciated his professionalism, patience, and willingness to make sure I left with everything working as it should. Thank you for going the extra mile! read more

Nope. Nope. Nope. Comcast/ Xfinity is already hard enough to deal with... Profit over everything... That's what it feels like when dealing with Comcast / Xfinity. They keep raising prices on the regular, without providing any additional service or benefits. From my personal experience there's always some sort of issue while switching equipment out, the new stuff never works without any issues. Whenever I get a new box or some sort of system I'm always on the fixing it, never have I experienced the equipment integrating seamlessly. I end up spending anywhere from an hour to 5 hours resolving issues. Now, let's get to this location... On some of my previous visits I found this staff here is to be useless... The like they don't want to put an effort into actually answering or helping me with Xfinity issues. Sad to say this, but I've actually had much, much better luck in San Mateo! Worst part is; this location always feels busy and understaffed... SMH. Avoid this particular location if you are able to... read more

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I walked in to return my Internet box after cancelling and switching to the cheaper and faster ATNT, was greeted and helped by Araceli, she told me my service hasn't been cancelled and she cannot take the box and told me to come back another day once it's cancelled, I told her i already put in a cancellation request and was told to drop the box off. She says she can't help me and told come back once it's cancelled, no help! Rude! I reached out to Xfinity customer service team and they told me to have Araceli cancel it right now so I can return it. After 15 minutes contacting Xfinity in their own store i went back to Araceli and she said oh yea I can do that for you... Why wouldn't you recommend that in the beginning! Xfinity has been awful service dead spots etc. needs more customer service training Araceli read more

Always seems sub-par as customer service is concerned here. Always long wait times for simple or fast issues. Came in to upgrade a line and was simple. Rushed to reboot phone for trade in only to find out 40 mins later after we erased our phone that they had a problem with the new device and we had to leave with a non working phone/line. Xfinity should definitely pick up the service here. read more

Elidia is a god send! She helped switch over our phones from two different networks. Totaling in 4 phones, two iPads and an iwatch. She also helped make sure that loose ends were tied up with both carriers. Next in our list is purchasing a new phone and she's the one I'll be going to for that as well! Highly recommend her for all of your needs! Not to mention the value of switching all devices to one network is great! read more

Came in to ask about the iPhone 17 since I got a text and wait was 45 minutes that's fine but i said I'll come at a different time . Wanted to ask another question but he just completely ignored me and said here is my card text me for more information you want to know . I wanted to KNOW HOW MUCH IT IS TO PUT WIFI ON MY TABLET . And he shooed me away keep in mind no one eles was behind me read more

XFINITY Store by Comcast - Trash - Television Service Providers Near Me - San Jose, California

Service is awesome by friendly staff and management! Would highly recommend you drop for help with Xfinity's services and pick up/return merchandises. read more

I went in to close our account and was out of there in two minutes. No nonsense service, I was somewhat surprised and pleased. Thank you.

Great Service by Bryan Owen today . extremely polite, helpful and infor native with information and questions we had. We picked up a tower and needed assistance with the connection.He quickly disconnected our previous service and connected our new WiFi tower. His schedule is Wednesday thru Saturday and i highly recommend him. I'ss these type of employees that should be recognized and valued. read more

XFINITY Store by Comcast - Television Service Providers Near Me - San Jose, California

I visited to cancel my service in a week, and they canceled it same day instead, and I didn't find out until later when I need internet. The people here totally blindsided me. read more

Had to replace my cable box as there was no signal detected after a recent power outage due to the storm and troubleshooting on my own was unsuccessful... besides, my device was really old (I think I've had the same one since the beginning of time). I dropped by the Xfinity store on a Thursday around noon, and was in and out in literally 3 minutes, without any kind of appointment or advanced calls needed, no fees, no questions, no wait, no hassle. The employees were prompt with service, greeting me at the door and immediately directing me to the service counter upon entry. They confirmed my name on the account, made the exchange, handed me the new equipment wrapped neatly and securely in plastic, and I was on my way. Also, the place was spacious and clean, with a convenient seating area (for those that may encounter a wait time on busier days). Good experience overall. read more

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Xfinity customer for over 15 years and this store has to be the best one in the San Jose/Milpitas area. I came in to resolve issues with old equipment and Jonathan was able to resolve them efficiently. He looked over our Xfinity account and helped us with unsolved issues from the past and explained new plans that provides us with better deals. His customer service definitely has earned 5 stars. read more

I like the service very much, she is very nice and friendly and so professional, she took care of the iPhone problem, , l will go back to the store again if l have problem with the I phone read more

Trash. I have been STUCK with Xfinity because apparently my account is still linked with my ex's account which doesn't even make any sense because we have both moved to separate locations and both still using Xfinity. So when I called to change something or even to CANCEL the account, I couldn't because it's "under his name.". And the kicker? My ex couldn't do anything about it either. They said the only way to get it canceled or switched to my name was to come in to an Xfinity store PHYSICALLY TOGETHER WITH MY EX BOYFRIEND. Im not going to even elaborate because it speaks for itself. So guess what? My ex boyfriend and I WENT into an Xfinity store and they still wouldn't do anything for us. An employee gave me a number to call and told me to go home and call and they would switch it for me. And guess what? They had no freaking clue what I was talking about and were unable to help me. So I am stuck paying $100/month for this BS. and the service blows. Fuck you Xfinity. read more

I've been Comcast Internet customer for more than 2 years and Xfinity Mobile for more than a year. I've been satisfied with the service but very frustrated with their customer service that is oversea. Hours of chatting with agent that pass you form one "team" to another, make bold promises that are left unfulfilled, etc. I've learned today that there was a new store not far from my place, I went in and within 15 minutes they resolved all my issues. They offered a few options, helped me to pick one, took my old equipment I did not need anymore and gave me a new modem. Never ever I will use their chat or call their customer service that is somewhere in Asia (based on the time difference), only the store. read more

They're good and will help you with any questions. All the assistance is friendly and patient. Good service!

Xfinity has worst customer service on the phone, chat, and now in the store too!!! They have sit and wait to be called but agents don't seem to wait on anyone for long periods of time read more

Super efficient, in and out with new service activated, auto pay set up, and equipment in less than 15 minutes

Canceled our service months ago And was still getting automatic payments Called to have them reimbursed, but they didn't want to reimburse the full amount Because they said their system had a different date of cancellation into the next month then when I called to have it canceled!!! They refused to give me my full refund for the month that I did not use their service!! Never use Xfinity They suck and their service sucks too read more

This Xfinity store on Brokaw has consistently provided superb customer service. I recently had unexpected issue with my mobile service/bill and went in store to discuss, since my experience has been going onsite is better than calling in (with Xfinity). Made an appointment online and upon arrival was immediately seen. Eric, sales associate, who helped me was attentive and addressed all of my mobile phone issues. This is second time going onsite and impressed with service. read more

Walked in with an issue, waited a few minutes, friendly, helpful and quick service. Couldn't ask for more!

Just here to swap out my modem which seems like it had been having a difficult time staying connected consistently. Need a stable network. How long can it take? 5, 10, 15 min? With 5 people in line, I'm estimating a bare minimum of 5 min per person, so I'm expecting at least a half hour. 10 min and I'm at the counter. Thank you! read more

XFINITY Store by Comcast - Looks like 5 people in line, 1 person talking with customers. Ugh - Television Service Providers Near Me - San Jose, California

I've had two terrible experiences and I'm giving them two stars for cleanliness of the store. The employees I've worked with here are extremely dismissive. They didn't help me at all. I asked for suggestions regarding my plan and they were unwilling to help with zero care regarding my account. I've been with Xfinity for over 6 years and I think it's time for me to change services. I'm so bummed out by the lack of care at this location. read more

On hold for one hour and then the phone went dead trying to get customer service to help me sign up for an app that I heard already signed up for and not showing customer service ever please somebody come out with another streaming service that's good. I really hate Xfinity. They have the worst customer support ever read more

Not Recommended at All !!,This Store Is full of illmannered or Aggressive People they dont know how to talk with Customers, I had been Xfinity Customer from Since Last 2 years also i used Xfinity Mobile So Asusual I been thr for my Address Change and My New Address Already Xfinity pre-installed But they Have Some Wiring Problem for that they Should not Charge Me but They Charging me for that Extra when i requested them inStore plz do not Charge me Instead of Making me Understand the Guys Working Attending me He Roughly Answer me He will Charge For this also Store Manager Came in this Conversation and Roughly He Got Mad on me with Using Inappropriate LanguageOn me and told me that if u dont Want Xfinity Disconnect it and go to another Carrier Since Long time I m using this Xfinity Never Heard Like this If Xfinity dont Care About thr Customers then they should not Promote themselves as A good Brand or for Good services apart from that big brand like Xfinity should Hire Well Spoken helpful people in store for represents thr Services or Brand towards Customers. Very Pathetic Services & And Unprofessional Staff Hired By Xfinity read more

Ryan provided excellent service today. Patiently explained each step and walked us through bundling wifi, tv and phones. We were able to plug and play when we got home. Great customer service! Thanks Ryan! read more

This store gets really packed, so be prepared to wait. I wouldn't recommend coming if you have plans to attend to later in the day. Regardless, the people who work here have been very helpful 80% of the time. I've visited this story many times for different issues, and there seems to be inconsistencies with customer service. Some workers are extremely helpful (shout out to Eric) and some gave misinformation/lacked knowledge but brushed it off as "there's nothing I can do." An example is when I was incorrectly charged for a professional installation fee of $100. The customer service agent at the store said that the most they can credit me back was $25. Immediately I refused, i left the store and walked over to Peet's coffee while calling xfinity customer service. By the time i made to peet's, the lady on the phone had already credited me back $100. I wasted so much time at the store when customer service over the phone was much more helpful. TIP: call the customer service line first before going into the store. read more

The employees here are extremely rude, and refuse to explain anything to you out of pure laziness. I walked into the store to recieve help with my mobile data plan and waited patiently on the side as all the xfinity agents were occupied with customers. One of the employees (Daniel) calls out to me and asks me what I needed and I told him I needed assistance with my phone. He proceeds to turn around and walk away, thinking I couldn't hear him says "One dumbass question after another." Clearly uncalled for. Isn't your job basically answering questions and assisting customers?? Get a new job of you don't want to be there. He then directed me to another agent and at that point knew I heard him. At this point I was done with the store and just wanted to get out of there. The next agent was of no help either and also had an attitude. He refused to answer any of my questions because I wasn't the "verified user" of the account, despite acknowledging AND confirming I was on the unlimited family mobile plan. I tried to recieve clarification on what steps I should take next but he continued to shut down any questions I had. On top of that, he was in the back corner of the store so he took it upon himself to blast music for everyone in the room. At the end I spoke with the manager who was able to give me clear and concise steps on how to move forward with my issue and was able to leave the store withing 5 minutes of my conversation with her. If the manager didn't have to run around cleaning up everyone's lack of enthusiasm for the job, maybe this would be a functioning store. read more

Customer Service Rep (David) at the store location was friendly and professional. Went there to pick up my new XB8 equipment, and he was super helpful with explanations. Went back again to drop off my hold equipment, and David was there coincidentally to help with closing my old account. Great service, no complaints. read more

This store is great and easy access. Team at this store is very nice. Recently got my mobile upgrade and the manager Mariah was awesome.

I walked in yesterday after work and was expecting it to be a long visit since we were setting up new phone plans. We checked in and were told that there are 6 people ahead of us, so it will be at least a 10-15 mins wait. Alex assisted my husband and I within the 10 minutes and was very patient with us. He helped set up our phone lines, get our new phones and processed our payments. The whole process was a breeze and we felt very informed on our decisions. I recommend calling and asking for Alex before you come in, that way there is no wait and you will get great customer service! Definitely will refer our friends and family here! read more

Great and professional customer service and decent wait time. They now have policy where if you do an equipment return you don't just drop it off, you need to check in and wait for a representative to help. It was good service as I prefer to have someone confirm the return of my equipment and provide receipt confirmation of the return. People are professional and efficient read more

Obviously, Xfinity did an installation next door to me because they left evidence (cut off ends of tie wraps and screws) all in my driveway. I would have run over these screws had I not noticed them when getting into my car. Seriously? Are your technicians so lazy they can't even clean up their mess when they have completed a job?! read more

XFINITY Store by Comcast - Zoom in and you'll see all the cut tie wraps and the two screws I picked up from the driveway. - Television Service Providers Near Me - San Jose, California

They inquired my credit back in February without my consent. Even though it was their mistake, I had to spend time trying to fix this as it was a hard inquiry on my credit report. They opened a ticket & in a week said that they did not see an inquiry on my credit. So I left it alone. Fast forward to this week. I looked on my Equifax report & guess what I saw, A HARD INQUIRY FROM COMCAST ON 2/10/2020. To fix this they are asking me to call to open a ticket, but I tried calling, I CANNOT GET A HOLD OF AN ACTUAL PERSON! I was going in circles with their automated system. I just ended up disputing this through Equifax. When you go here, make sure they do not "accidentally" run your credit without your consent & I'm sure I don't need to say this, but IT IS ILLEGAL TO RUN SOME ONE'S CREDIT WITHOUT THEIR CONSENT!!! read more

By far the worst customer service I experienced at Xfinity store. I went in today with an enquiry about my mobile plan and pending rebate status and the lady there was very rude and just dismissed the query without even trying to help. She was not even putting any effort to check the account as I have explained below. Firstly, I got a IPhone 15 on a $400 rebate around ThanksGiving and their store managers kept telling me all this while that I will get a gift card. Today, the lady said I would have got bill credits and if I am not getting it, there must have been data entry issue while buying the device. She asked me whether I ported my number to which I accidently said no as I forgot I moved my son's number from other provider. Then I remembered and said yes I ported and the lady was so rude that she sarcastically started questioning me that why did I say no initially. I showed her the porting email which she was not even interested in seeing. I had another issue where my son lost his phone and I wanted new SIM to be issued and a while back, Xfinity staff might have made a mistake as it was showing as eSIM for IPhone 12 which was not even supported then. I told her I will move it to a temporary deice and firstly she just dismissed it by saying this device is not compatible and when I told her that I already have an Xfinity SIM in the device, she just said this device IMEI is associated with other account I might have owned which I cannot believe as the number being used in on the same account. She did not even ask for IMEI to check and unless Xfinity staff now started having psychic powers, there was no way for her to know my IMEI and did not bother to even check. All I needed was a replacement SIM and was put through all this bullshit. She was not interested in helping from beginning. It was my Mom's account where I had manage permissions and initially she just dismissed me saying I don't have permission but when I showed her my Xfinity app which showed I had manage permission, she moved to next step else she was not even bothering to check her system and was making mistakes all the while giving lame excuses which I could easily prove wrong. As I stand right now, I cannot get a simple service like getting replacement SIM and also duped by Xfinity by $400. Insulting customer and not trying to resolve the queries in the kind of services you get at this center. This is not the first time I have seen unprofessional behavior at this center though other Xfinity centers are much better. Avoid using this crappy place. They will just dupe you with wrong directions. I really hope Xfinity does look into such incidences. read more

Very bad experience. Dont try to use this xfinity mobile. I was looking for helps here. Only these guys saying: hey listen, there is nothing I can help, you have to call the service number. read more

Very bad service, this place double charged me and won't refund me. Very shady, go to ATT, they are much better

Fast service! Maybe, I was there during a slow time but I was literally in and out - it took 3 mins. to get a replacement cable box.

If you close at 7 but stop serving people at 6, why wouldn't you tell the group of people waiting outside or have a sign. Three employees just sitting inside playing with there cell phones. read more