I had been procrastinating for far too long to return some outdated equipment. They'd been sitting in my closet and I didn't even realize that I was being charged monthly for them. Once I realized that, the motivation to return them magically appeared, front and center! Living in DC, I dreaded the process of loading up my cat in a garage then struggling to find parking at any of the DC locations. So I waited until the weekend when I would be visiting my family to bring it to a location in MoCo where I knew at the very least, parking would be easy. As soon as I was approaching the door with all of my boxes, a gentleman working there came to the door to open it for me and help me with the boxes. That was so appreciated - and showed that they're proactive and not just going through the motions. He was able to then immediately get to work with updating my account and ensuring the equipment was accounted for. He even gave me a card should I have any issues with my current modem or if I needed to set anything up differently when I move. For something that I was dreading for months in anticipation of parking challenges and poor customer service, I left elated to have received such great customer support and to have this tasked crossed off my to-do list! read more

Xfinity - not possible to speak to a live person when calling the number provided. the chat bot was fine until sending me the text confirming my order- it was wrong- and there was no way to correct it other than going through the entire process again They Suck read more

I visited this location to set up our home Internet after moving to the area. To be perfectly honest, Xfinity would not have been my 1st or 2nd choice (based on experiences from other folks), but it's the only company that provide service (or is the only one allowed to provide service) to my apartment building. First, unless you arrive to this location as soon as they open, I highly recommend making an appointment. Overall, I thought the person who helped us was pretty knowledgeable of Xfinity's products. I get that it's their job to promote Xfinity's products and make recommendations, but I was a bit annoyed that the team member was somewhat pushy with trying to have us change our cell phone provider. Ok, it's fine to mention Xfinity's cell phone plans, but when the customer tells you they are not interested, the team member should let it go - NOT bring it up another 3-4 times during the conservation about something else. After about 30-45 minutes, we left the store with our products. Unfortunately, we had to wait a couple of days to get fully set up because a technician had to update some things in our apartment building. In general, we have not had any major problems with service. The home Internet prices seem to be in line with other internet providers in the area. read more

Comcast Xfinity (in general) is horrific, and they would be my LAST CHOICE for service in any market. That said, I was in the Aspen Hill store today with a friend, and she received fast and friendly service from "Kevin." Kudos to Kevin! I'm sure he'll move on to a better company very soon, but in the meantime if you need help at this location - he's the best. In summary, Comcast Xfinity absolutely sucks. Kevin at the Aspen Hill location is great! Thanks, Kevin! I hope you get the hell out of there ASAP. read more

Such an awful experience with Xfinity in general but especially this location. I swung by yesterday to draw off old equipment as I had switched to Verizon. Literally stood in the store for 10 minutes with no greeting or assistance. Staff members did see me as I stood right in front of them, made eye contact and proceeded to assist others. The least they could have done was acknowledge my presence. I walked out of the store disappointed and upset as I was then running late to another appointment due to their incompetence. Also their internet services are not worth its value. They may low initially but after x years they begin to slowly raise their prices (found in my package in the fine print). read more

Xfinity Store by Comcast - Internet Service Providers Near Me - Silver Spring, Maryland

COMCAST XFINITY is the WORST CUSTOMER SERVICE in MD. I've lived here 52 years, and no other service provider has wasted more of my time with horrific billing and sales tactics than COMCAST XFINITY. I thought it might just be online, in chat and on the phone. NOPE. I went to the Aspen Hill location just to talk to a human, and they literally sat me in front of a screen and made me video chat with someone (there were at least 6 employees standing around doing nothing at the time). I had to get up and leave mid conversation. There is NO HOPE for this company in the long run, and they know it. It is really sad. Unless you are a masochist, stay away! I will GLADLY pay more elsewhere; for the same service (just not the same customer dis-service). In the end, I'm saving sooo much more by ridding myself of this hemorrhoid. BUYER BEWARE! COMCAST XFINITY IS A BAD ACTOR, and ultimately bad for your mental health. read more

Poor customer service and lack of professionalism is what I've experienced during my last two visits to the Aspen Hill location. On my first visit, I entered the store twelve minutes before the store was scheduled to close. Ten minutes before the store was closing, a gentleman approached me and asked how he could help me. As I began to explain exactly what was wrong with my phone, he aggressively told me the store was closing and that he could not help me with my phone. To avoid a confrontation, I choose to leave the store. My second negative interaction that I incurred took place today. A young man politely greeted me at the front counter and asked for my name and an explanation of what I needed support with. As he was writing my responses, we were rudely interrupted by female employee that explicitly said to me..." my issue is an Apple concern and that this store does not retrieve names that disappear of contact information! I asked if I could simply get someone to troubleshoot my concern. She said no in a dismissive way and did not want to walk me through recommended factory reset options or even call the 1-800 number to problem solve my concern . Clearly her objective was to not provide quality customer service. It's disappointing to experience this level of customer service in today's competitive cell phone market. If a manager happens to read this, I encourage you to spend a few minutes reviewing "BASIC" customer service guidelines and expectations. read more

This Xfinity Store by Comcast was a great experience. It's about a twenty-five to thirty minute drive from my residence. The parking is plentiful. Patrons check-in at the front desk upon entering the store. I waited about ten minutes or so and was able to drop off my equipment and have my account closed out. read more

I went in to exchange my outdated router for a new one. The staff greeted me within minutes. The customer service rep was excellent. I was in and out with my new gateway router in less than 30 minutes and had it up and running at home in 15 minutes. I'm not sure why this store got a bad reputation but they have clearly improved. read more

Alejandro is a really good worker he communicated clearly and patiently while helping my grandma turn on the internet

Came in to drop off an old box, and had the best customer service experience I've had from all the xfinity locations. When you enter you are immediately greeted by all stage personal. This location is super clean and very organized. I recommend Thomas for his outstanding customer service. Thanks to him I was able to get a camera and an upgrade on my modem. From past experience with xfinity I can tell you that it was extremely stressful, long waits etc, after coming to this location I'm happy to say that Xfinity hired the Best employee to represent their brand. Thomas should def be considered for a higher position. His customer service rocks!! read more

Xfinity Store by Comcast - Great customer service!! - Internet Service Providers Near Me - Silver Spring, Maryland

Visited November 2020 Normally we go to the Rockville location on Gude Drive, but I discovered that has been closed for good (not sure when), so we made our way to this location instead. First, we went online and made an appointment. This location had a lot of dates and times available. We made sure to arrive in time for our appointment. Once you arrive, one of the employees will let you into the store (note that you do need to wear a mask - the employees were wearing masks as well). Note: If you have more than 1 person in the same party, it is best to send in just 1 person. They try to limit the amount of people in the store itself. I did notice the 6 feet signage on the ground, and they did adhere to that. The process was simple - A DVR was returned, and I received a receipt for it. The guy that assisted was helpful and pleasant. Now I know where to go the next time. read more

I went to the store earlier this week, with an out of the blue issue going on with my phone. I was extremely impressed with the patience and the customer service of the staff! Special shout out to Darriyante. He went above and beyond to help me resolve my issue, and he was extremely knowledgeable and helpful. Thank you guys for all your help and time! read more

The technical proficiencies of the store associate is on a Neanderthal level. They do not know how diagnose simple problems and provide no solutions. My comment may be harsh; then again, it is true. Train them! read more

Have had trouble with them since I signed up 2+ years ago. I can NEVER get a real person on the phone to receive clear and understandable assistance. You can't call the store directly, nor can you set up an appointment to go into the store before 11:30!! Then when you arrive, you wait sometimes hours before someone helps you. Then the representative tells you that he will definitely be able to help you because he has solved the same issue hundreds of times ..only to find out the problem was worse. Or, they mixed your account up with someone else's. I could go on and on, but I believe I would run out of space and/or words read more

Really helpful staff at this place, even though I didn't get exactly what I came for. I moved into a new place and was promised the sweet new Xfinity package. When the tech arrives, he tell me that he can't connect my service and to call another provider. (Ooookay.) He also tells me that he cannot take my boxes back because he can't provide me with a receipt. Ugh... Even though this was not the closest Xfinity store to me, I happened to be in the neighborhood and decided to drop my off equipment here. The reps were really helpful, and offered to get to the bottom of the confusion and see if I could still get the service package I was offered. After about 20 minutes of research, they find out that my entire condo complex is serviced exclusively by the aforementioned other provider (which I was not informed of when I moved in). They definitely did not have to take that much time finding out this information for me; they could have simply accepted my boxes and let me walk out the door, but they did not and I appreciate their diligence. My only frustration is that this information is not properly noted. It's unfathomable to me that there is no record of addresses and locations where Xfinity service is not available, and that this information is not readily available to corresponding techs and customer service staff. It's a waste of a lot of people's time and energy. read more

Visited this store in 1 June 2019. The store looks very nice and modern. Parking was easy because there is private parking for the plaza the store is located at. There was a line to sign in/register for whatever reason you were visiting the store. The line took about 10 minutes. We were there to return equipment. We are Military and because of PCS orders we had to move from Maryland to Fort Bliss, TX where there is no comcast service. When we signed in/register a female representative took the equipment and asked us to wait while someone in the back checked the equipment was in good condition. We waited over 20 minutes, the store was busy. Then, a male representative called our name and told us we were good to go, but my husband asked for a receipt stating we returned the equipment, so then he was asked for his account information all over again and he gave us the receipt. Thankfully we requested a receipt because yesterday we received a bill for $100 for unreturned equipment. We immediately called customer service, and the representative was no help he said we could go back to the store and request they help us, we explained we are in TX, then he suggested we drive 60 miles to a store in New Mexico State, and he would put in a trouble ticket. Today before deciding to drive 60 miles to a comcast store which potentially couldn't help us we attempted to call this Silver Spring store but their direct number is not posted online, nor the receipt we have has it. We called customer service again and spoke to 3 different customer service representatives who transfer our call because they couldn't help. My husband explained the receipt has a different serial number for equipment than the one we are being billed for, but all they could tell us was that they will put in a trouble ticket for it. Long story short, before you turn in equipment to the store take a picture of the equipment and its serial number and makes sure it matches the one in your receipt. Such a long wait at the store for poor uncaring customer service. read more

See all

I just purchased an iPhone 14 Pro and had to take it to an Xfinity Store to activate the "e-SIM card". The store in Gaithersburg told me they couldn't do it. I drove to the Silver Spring store and Kendra helped me out in a big way. Kendra was patient, knowledgeable, has a good sense of humor and is extremely customer-service oriented. 100%!!!! Thank you Kendra for getting me up and running on my new phone and also for giving me the newest modem for my home. I also appreciated you looking at my service plans and making cost savings adjustments. A wonderful experience - ask for Kendra at the Silver Spring location!! read more

This is a review more of their service in this area than the store. I wish there were Zeros available. I received my self install kit, I'm an IT Pro. I downloaded their XFI app which is only available for a phone or a tablet. To call it Mickey Mouse would be too kind and an insult to Disney. I set up my router without problem and my computer connected to it but not the Internet. I then attempted to use the POS app they recommended. The app hung on step 4, finishing up, for over 20 minutes. My computer now would not even connect to the router. The app kept trying as I attempted to get help by phone. I had to use my cell phone as our landline is through Comcast. The app kept spinning in the background. After reaching Comcast I could not get past the Bot. I was screaming REPRESENTATIVE until our dogs went upstairs and cowered in the bedroom. It finally said, "I will connect you to an agent". Then it said, "There is something wrong with your connection. I must reset it. The reset takes 10 minutes. An agent will not be able to help you now. Call back when the reset is complete". Hangup... Repeated above paragraph 3 times then called my wife to go to the nearest Xfinity store, tell them what was happening, then have a Service Rep call my cell phone. I was now almost unable to speak as my throat was ravaged from screaming at the Bot. A Service Rep called and I told her the situation. She did the 4th or 5th reset. The XFI app was still spinning, draining my phone as I couldn't shut it off. NOTHING WAS WORKING. As she went for her Supervisor the app finally stopped after more than an hour and everything came online. Except for our phone which had to be activated by another department. After waiting I reached another Service Rep who activated our landline. The Reps weren't bad, although they were not extremely knowledgeable and spoke with an almost indecipherable Chinese accent. I had to keep asking them to repeat what they had just said. My throat was on fire. This process took more than 2 hours to simply connect a router. Exactly how long I couldn't say. Our commitment expires at the end of February when we are switching to Verizon. read more

Terrible customer service! I've spent over an hour today on phone calls with rude and unknowable service reps. All I want is someone to move my jack. What a was of my time- just to be told I have to find someone else. But they couldn't tell me who. read more

Fucking terrible. Drove all the way here because the rep on the phone said to come here to pick up a Flex box. I get to the store, they have 31 flex boxes in stock but are unable to give me one because they "haven't been inventoried yet" so the flex box won't work. Now im outside of the store on hold with customer service and the only option is to have the flex box shipped to me. 0/10 customer service and a great waste of my time, Thank you. read more

The worst company you could ever go with PERIOD. If you want your time to be wasted and horrible customer service then this is the company for you but 100% not for me. I'm done! Verizon is way better! First off they took my equipment to the wrong address.... "Why?" "then I called back to change my address which took over 1 hr and at the end I ended up with no service at all they cut my service and now they're making me redo all the steps I already did to get the equipment in the first place. don't waste your time on this company it'll be the worst mistake you've ever made. read more

I was quite taken back with the personnel and store format of the Xfinity office in Silver Spring, MD. Xfinity has stepped up their focus on customer care and expertise in supporting their product line. Special note of recognition goes to Sandra for her polite interaction, knowledge, and professionalism solving many of my wifi and cable issues.  What may be a simple fix for some can be quite complex for others? Sandra was able to break it down in terms that could be understood and resolved without me feeling embarrassed. I have a new respect of Xfinity and the service provided. read more

I came to this location to swap out my dvr box for a new one. Elgin is so friendly. He greeted me with such a nice welcoming smile! He really made the whole experience so wonderful. All the employees are nice but you could tell he really cares. He is the reason I'm writing this review cause I feel he deserves the recognition. read more

no customer support, no call backs, no live person, only automated services. USELESS.

We came here because my parents' box was malfunctioning. Ne Shay assisted us and she was amazing! She was very knowledgeable and informative. She upgraded our boxes and walked us through the steps to set it up. She even gave us popcorn too! The wait wasn't long at all and overall, the staff was excellent. I recommend coming to this location to fix all your comcast needs! read more

Xfinity Store by Comcast - You can now get your remote with your favorite team on there! - Internet Service Providers Near Me - Silver Spring, Maryland

- Very clean and spacious inside - Staff were friendly and attentive. They didn't have that "I hate my job," attitude that I've felt at local Verizon stores - Need to visit an Xfinity store? Come to this one! read more

Silver spring... my internet goes out EVERY 3 WEEKS. I do not get a discount. I get told it's my fault for a SERVICE OUTAGE. SWITCH TO VERIZON IT IS NO EVEN WORTH THE STRUGGLE. And whoever you talk to will make it your fault their system doesnt work an they are too lazy to fix it. . They've put my JOB IN JEAPORDY. Seriously hire ANYONE ELSE to do your internet, especially if you work from home. 25+ outages since 2019 in 20901. read more

The service was so good, I had to give a review. There were problem with their service in the past but they have really made a lot of changes! The store looks good and easy to navigate. I was in and out in about 8 minutes! read more

Terrible svc. Waited 20 minutes just to be greeted. Then after turning in our cable Internet box, had to wait again to "officially" close the account. They only had 3 employees working and one of them standing behind the counter with her back to everyone obviously having very little clue on customer service. Still waiting. read more

Xfinity Store by Comcast - Not paying attention to the 8 customers in the store - Internet Service Providers Near Me - Silver Spring, Maryland

This is a bad store. I went in after I moved to the area to set up my account and pick up equipment. After setting this up in store, I received a package with duplicate equipment in the mail. I had to take 1.5 hours out of my Saturday to return the equipment, they also charged me a $10 delivery fee on this package I didn't order. When I asked for a refund they accused me of placing an online order and then forgetting about it. Upon further investigation they realized it was their rep that placed the order in error and acted like they were doing me the favor of a lifetime by refunding me a $10 cost they charged me in error. In short, if you'd like your account set up correctly wouldn't recommend this store. You might get unnecessarily charged for their errors. read more

Will never come back to this Comcast again.The Manger and her employees were very indifferent and not helpful.I thought going into this store i would get more help than over the phone but it's the opposite.Save your time and just call customer support.I wasn't a customer with Comcast,I went to open service but I will pass. read more

Elgin is the man!! Hooked us up with exactly what we needed. Gave us all the cords we needed too...we ended up having a complicated hookup at our apartment. Is was the easiest process. From the time we walked in til the time we had internet and TV going, it took about an hour. Thank you Elgin! read more

I just switched to Comcast and the service is terrible. No manual on usage was given. The installation was left hanging off the exterior wall. No one explained the security key to connect to my Wi-Fi. I had to call to find how to. with a book explaining this some one should have made sure my connections were already done and working and that I had an understanding of all my needs of usage. I then found after being told I would receive all the channels Verizon provided W/O extra fees, that that was not the case. I was then told they would try to get TCM assigned to my contract free of charge. I am still waiting on that promise. The call i was told I would receive at 8:30 am did not come. I had to initiate the call myself. The picture quality is much less then Verizon, they said they would work on that. I await the outcome. I truly had none of these issues with Verizon. I did tell them that if these issues were not resolved free of charge, I would return to Verizon. I honestly hope they can provide my wit the service they describe. I am awaiting the results. read more

This is the worst mobile store I have gone to. Rude, callous and totally disengaged from customer satisfaction. The representative that assisted me had extremely poor presentation and hygiene. My issues were not resolved and he took NO initiative to assist in resolving or clarifying the situation. A second rep standing there looked like an oversized pillsbury muffin and her attitude was extremely derogatory! The rep refused to contact another internal department to attempt to assist me. Then the rep in the other department said I was being transferred and she hung up perhaps in error , however This rep there in the store did not apologize or show any empathy that the call was not completed. Instead he turned around around from the service desk and proceeded to text and play on his phone . To top it off his answer for everything was "that's not me. I can't do anything about it , that's them not me !! I don't handle that " . If you want to receive extremely poor service from a bunch of narcissistic and rude parasites , be a guest at xfinity I could not wait too or get away from the mad energy in that xfinity store fast enough to immediately go online and discontinue all of the services which I have with them. read more

I have had no other way to contact this company, as they are refusing to answer the phone, so I have resorted to this as my only option. We use Comcast for internet, and during this entire pandemic, have had SEVERAL issues with our WiFi and internet access. I am a high school senior, and with my entire schooling online, it is vital that I have a connection to attend class and complete assignments. This is true for my middle school age sister, and my sister in college, who missed an exam today since the Wi-Fi randomly shut down. The company has answered the phone once and reset our modem, which did not alleviate the issue. The issue of our WiFi not working has happened at least 10 times in the last 3 weeks. It is preventing my mom from completing some work, me from writing my school newspaper, and my entire family from utilizing our much needed internet for professional, educational, and recreational purposes. I do not have a computer, nor does anyone in my family, that can use data. Even if I did, I should not have to use up my data in the absence of WiFi that my family pays for. The company has insisted that these are neighborhood wide shut downs, but does not give reasoning, a timeline for fixing it, or any subsequent assistance. It is radio silence. Furthermore, several of my neighbors do not use Comcast and have working WiFi so their attempt to blame it on the "neighborhood" is bull. Obviously it is incredibly inconvenient during this time (COVID) to be dealing with a lack of internet access, and we are trying to find an alternate company to use now and in the future. Very disappointing. read more

Remember when you used to have a cable or internet issue and you felt like the world was ending because you had Comcast? THOSE DAYS ARE OVER. I was having some issues with my cable and yes, I did have to spend an annoying 45 minutes on the phone trouble shooting, BUT the three agents with whom I spoke were very patient and knowledgeable. Turns out I needed a new cable box and didn't want to wait a few days for a service call. They told me that the xfinity store was open til 7 and very close to my house. When I got there I wasn't in the best of moods, but that changed fast. You would have thought I checked into a four star hotel. I was greeted immediately, helped quickly, offered friendly banter, invited to watch the basketball game, and given the products within minutes. You can tell Comcast is trying to turn its brand around because even the packaging of the materials was really nice. Added bonus after all that, it worked! read more

Amazing customer service!!!! This store BY FAR takes the cake; they definitely know their stuff & have amazing hours!! I came in & out within 30 minutes with all my new equipment ready to install. Amazing work! read more

Aspen Hill store - Kyra waited on me right away and took care of my concerns in short-order. I couldn't be happier. Thank you Comcast and Kyra. read more

I second the good reviews here...this IS a good location for customer service. After being shipped the wrong replacement equipment two times in a row, I finally drove in to this site (open on Sundays!). I was ready to switch to a competitor by that point; but, Thomas took such great care of me, I'll stick with Comcast for a while. Definitely NOT the customer service experience I had anticipated based on my past dealings with Comcast (on the phone). Actually an enjoyable experience. This is the way ALL businesses should operate. read more