Once I upgraded my internet service with Xfinity my old router had become useless. I had to go to the Xfinity store to pick up a new router. This store is located in the same plaza as Doro, on New Britain Avenue in West Hartford. With the old router in hand, I walked in the store. A young man greeted me. I told him what I had come in for. He took down my information and told me there's just one person ahead of me in line. Here's where you may purchase the latest iPhone or a Google phone. After a very short wait, it was my turn. I once again gave all the necessary information to the sales associate, and he gave me my new router. Now my internet works for movie watching or for Yelping. read more

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Received a new top box 5 months ago was making a motor noise, called comcast the agent stated it may be OK. Lived with the noise for 5 Month till the box stopped working. The second call they stated a new box would arrive in the next 3 to 5 days. We are into the 6 day no confirmation, no box and we are paying a $29 shipping fee and our bill shows a $40+ increase per month. Third call the agent talks and continues to speak over me from a playbook and doesn't understand the nature of the original issues. The discission becomes contentious and I have to ask the agent to listen, please stop so I can speak. Terrible Service. read more

I could not be more disappointment by the customer service in this store. We made an appointment in the store for later in the day as they were packed and was told there was no need to check in by the individual who made the appointment for us. We arrived 15 minutes early for our appointment and waited for 45 minutes only to find out that we were not in the queue since we never checked in. Rather than remedy their mistake and help us, they placed us online with a virtual assistant who we could not hear due poor audio quality. It was only after an hour waiting that the manager was able to help us. read more

Customer service Reliability of services promised Poor service for packages Difficulty getting needs met read more

I was impressed with my experience! Destiny helped me cancel my internet with a friendly attitude and helpful demeanor. Was in and out before I knew it. Clean and large space. Would recommend! read more

Very good service with a good price. Everytime I`ve called them with any issue they came through for me.

Not really sure how to rate this, because our last 24 hours visiting the Comcast Store in West Hartford, and subsequent encounters calling their Customer Service line and receiving a service call at our house was a mix of the highest highs and the lowest lows. Probably the fair thing to do is break it into segments. Segment One - The Comcast Store Décor 5 stars The store is flipping gorgeous. If someone walked you in blindfolded and then took off that blindfold, you'd think you were in an Apple or a Verizon store. Sleek, shiny, gorgeous. Segment Two -The Comcast Store- Customer Service 3 stars This is a tough call because so much of our visit was a 5 star experience but it quickly devolved into a zero star experience. We went to the store for two reasons -a) return a converter box we no longer needed, and 2) drop HBO or do something to reduce our monthly bill. We signed in (just like you do at Verizon and Apple) and were soon called by Ashley who was super nice and offered us a much better choice of channels and services for a reduced cost. We needed new converter boxes and she said it was easy-peasy to install them ourselves. So we left with a shopping bag full of new converters and remotes, and visions of watching Sunday football with our new and improved TV service. This is where our Comcast experience plummeted. Segment Three - Ease of Technology - 2 stars When we got home, before we even opened up the shopping bag, we turned on the TV and saw that we had no signal on any TV. The error message said something like "No device connected". We had no idea that our sales order would have resulted in the immediate disabling of our old converter boxes and televisions. Well, no worries (right?) because Ashley said the converter replacement was super easy.. I beg to differ- it wasn't....we had a lot of cables and wires (DVD player, Bose Surround System) and we couldn't get anything to work. The best we could do was get a black and white picture with no sound. Comcast Call Center -3.5 stars So now we called the Comcast Call Center. The rep was very polite and helpful, and unsuccessfully tried to walk us through the install. That didn't work either so we asked for a service call before the day was over. She said there were no slots available and the best she could do was the day after. Comcast Service Call - 5 stars A tech named Dan arrived as scheduled in the 2:00-4:00 window and hooked us up. He was polite and efficient. He replaced some of our older cables with newer versions. Bottom line is everything works great and looks great. The technology is stellar and we can even talk into our remote to change the channel !! So there you have it. I know that not having cable TV for a 24 hour period is just a First World Problem, but we have to say that we were pretty pissed about the TV not working, not being able to fix it, and not getting a service call on the same day. If I average all of the segments, I get a 3.7 that will be rounded to 4. But this easily could have been a 5 star experience. Now excuse me, while I go tell my remote to switch to the YES network..... read more

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No signage saying where to go once you enter the location. No one to help. I got a couple glances in my direction but I felt 100% left out and not welcomed. I stood there looking around for a while because I didn't know where to go. There's arrows on the floor pointing you towards the fast bill pay hub so i began following those, but realized my instinct was wrong. This location just needs a sign that says to go to the desk directly to the left of them. There's a sign about social distancing upon entering. Just replace that with a sign saying to go to the left and problem solved. read more

Xfinity Store by Comcast - Internet Service Providers Near Me - West Hartford, Connecticut

Tried to drop off a device. No other service needed. Was told it would be 45 minutes until someone could help. Another customer told me I could just go to UPS and the employee said yeah just do that. If I could drop it at UPS why would XFinity make me wait 45 minutes to do it?? Makes no sense and is terrible customer service. read more

Poor service , slow internet , even with a contract they keep increasing the monthly charges , customer service lies when you contact them , so many bad things about this company , when my contract is over i would look for other service hopefully better . read more

We made an appointment to get a new modem/router since ours stopped working. As soon as we checked in, the employee had us stand there for maybe 2 minutes while she got our new equipment. We were in & out of there so quickly! Clean store, fast & friendly service & easy to find. read more

I would give zero stars if I could. This company is crooked. This location sold me a phone to replace my landline a few months ago, I was told it was free. It was shipped to me but never worked properly despite me trying to get it working. I went to this store, they said I missed the 30 day return window, and despite their company never adding a number to my phone when it was originally sold to me it was my fault as a customer. The "free" phone is now being charged at $450 to my account and it doesn't even work. Completely unethical, they are stealing from my family, and customer service motto is it's the customer's fault. I will be cancelling my service after 25 years and going with fiber. read more

the worst service, worst customer service, they should close this store, or change all the representative, they make you wait a long time, treat you like you r a bumb!!!! read more

Liddon was extremely helpful. We went to change our address and he helped us upgrade our equipment as well as offer a new package deal. read more

Xfinity Store by Comcast - Internet Service Providers Near Me - West Hartford, Connecticut

I'd still give zero stars if possible! How do you hope to sell phones from the store, if they are all dead!!! Seriously Comcast get your act together! This is the 2nd time I've tried to come back to look at google phone that they just refuse to charge. read more

DO NOT GET THEIR PHONE SERVICE!!! We were convinced to save money by switching over phone services here. My calls are dropped DAILY! Important calls. Or when I need to make a call my phone says no service. I have a newborn at home I cannot go without having service on my phone. I wish I could let everyone know how dissatisfying their service is, it's truly frustrating. read more

Horrible experience. Can't talk to a person for help!!!! We are 88 & 75 years old. No cell phone & not tech savvy etc. Nothing for seniors like us to resolve problems. Did not even want to rate them a 1 ) It was not an option would rate them a big fat 0, that would be my choice, WAs planning on bundling my tv package. NO MORE! Now will look for a cable option instead of an internet option! to bundle. Cable guy out here 3 times. without tv for weeks in and out . Awful!!!!! read more

I had to exchange a piece of equipment that had been updated at COMCAST this morning. I was in and out in under TEN MINUTES. The service was marvelous. read more

Horrific. The worst service imaginable. As terrible and thoroughly incompetent and greedy as Xfinity (Comcast) is when it comes to online assistance or repair staff, they manage to be 100 times worse in person at their stores. The kids here ignore customers for hours -- HOURS -- as they chat, take breaks, or spend 30 minute stretches trying to upsell some customers while most who have been waiting for an hour or more are there simply to exchange one non-functioning cable box for another, soon-to-be-nonfunctioning cable box. The level of disinterest, blank looks and generally lobotomized behavior on the part of this revolting company's employees is not to be underestimated. Add to that how unconcerned they are that two dozen people are crammed into a space for hours with coronavirus infection rates off the charts, and you get a company, Comcast, that exhibits clear disdain for customer health and welfare, putting their lives and those of their loved ones at risk. Get your streaming and cable service elsewhere. read more

Waiting for service and employee started harassing a gentlemen because he didn't answer her on how he was doing. He said his English wasn't good and she said I know you understand me you better talk to me. Very poor and rude service! HORRIBLE!!!! Went to the store to get a cable box. The lady was in such a rush she checked us out incorrectly. But did not know this until had to return the BROKEN equipment. Went to return it and they could not return it correctly as it wasn't in the system right. They made me wait for someone. Um there are two free people standing around and you make me wait. And then an employee comes out with a cigarette in his ear and starts helping others without calling names. I asked for help and they told me I needed to wait my turn. I said my turn has come and gone as 5 people were helped that came in after me. I am taking my service elsewhere. This cable service is not good anyway and they keep changing the lineup without notice anyway. Not sinking my money into them. read more

Ughhhh who told me it was a good idea to review this four stars at one point?! To be fair though, it's a world of difference when there's no wait at Xfinity. Yesterday was a bit different. I closed my Xfinity account when I moved a few weeks ago, only to open a new one under my husband's name to game the system because I'm a sucker for promotional intro rates. I was told to return my cable box at the store and it's absurd how long the process took - they really should have a different method for returning equipment. When checking in, the employee took my name and account number, scanned my equipment, and took it from me (which easily could have been the end of the process). I was then given a ticket and had to wait in the crowded room for the next half hour ONLY so another employee could print out a receipt and hand it to me. That's it. It just doesn't seem efficient that you'd have to go through the same wait to drop something off as another customer who is setting up service or making changes to their account. Oh well - hopefully it's a long time before I have to deal with this again. read more

A visit to the Xfinity store is comparable to going to the DMV. Came here to return a piece of equipment on a Saturday afternoon and will never make that mistake again. When I called Comcast and they told me to drop off my old cable box, I assumed it would be a quick and painless 5 minutes out of my day. I was very wrong. I went to the front desk, told the rep I needed to return my box, she scanned the bar code and then handed me a receipt and directed me to wait for my name to be called. There were hoards of people with all kinds of inquiries waiting and boards displaying where you were in line. For the 60-70 people in the store, there were 4 agents handling inquiries. There seemed to be no separation or queuing of specific kinds of customer requests, so people looking to explore different packages (a longer conversation with an agent) were in the same line as customers trying to process an equipment return (a relatively quick transaction). I waited 45 minutes. My name was called, I had to sign a receipt and I was good to go. It seems like the woman at the front desk could have made that happen. Very inefficient. Employees at this store should be empowered by management to do more to support customers and resolve their inquiries faster. read more

I was dreading going to the xfinity office. i had spent frustrating hours on the phone with xfinity customer service and thought i would try to find a human being to speak to. Stephanie was absolutely grand. she was personable and thoughtful in helping my wife and i get new phones and update our plan. she was patient with us and other customers. actually a positive experience! thanks, Steph! read more

This store is advertised as being opened on Saturdays at 9:00 a.m. Today is Saturday, 1/14/23 and multiple people showed up for the 9a opening only to find a piece of paper attached to one door stating it was opened fron 10:00 a.m. to 6:00 p.m. Mind you the other door still listed the hours listed online (9:00 a.m. to 7:00 p.m.). So, they cut 2 hrs from their hours on a Saturday. Great! Just wonderful. Wanted to spend my Saturday morning finding something to fo 20 MILES from home while I wait for to open. Why you say? Because multiple phone calls with service people around the world brought me no resolution, that's why! read more

Worst service ever. Disconnecting and never come back to this service. First when I got the service a agent installed internet service from xfinity comcast. He's a liar and try to sell you stuff you don't want. He left a TV box and a remote even though I told him that I do not need them. Connection is slow most of the times. I cintacted xfinity many times to come and get their tv box and remote control and they said that I have to return them to any xfinity store otherwise they are going to charge me $200. read more

Horrible, I came in to return a SD box that they gave me and just wanted a quick switch to a HD box, the wait was 30 mins and the rep didn't tell me it was going be that long and wouldn't let me leave with the SD Box! Horrible service in the store, chewing gum and Rude as well if I could give negative stars I would. I would like to add in once I was called I said the customer service was bad, they said no it wasn't.... so be mindful of my review lol completely a joke of a company I recommend Direct TV It continues they took 3 hours to set up my HD box then screwed up my internet.... This company is the worst read more

Went in to swap all my equipment for newer units. The wait was not horrible. John, the customer service provider I spoke to was very nice and helpful. read more

This review is not for Comcast in new Britain but for Comcast as a whole. My fiancé and I have moved into our first home and we wanted Comcast. We were told 129 for the package with cable internet phone and DVR free for twelve months. The day of install we did not get our DVR system and we're told our cost is now 159. Okay great then talked to someone named Jerry and was the absolute rudest person I've ever dealt with. Told me to cancel my prescription call back and give him the commission. Called and spoke with a very nice women who told me my real cost and that they will send a tech out to install our DVR at no cost, but the DVR will add $10 a month and then be free for one year. We had decided we wanted our own modem so we bought one I called early this morning to let them know please add this to the work order so the tech can do it while they are there installing the DVR. The women said okay that won't be a problem. Tech gets there won't install our modem because it's not on his work order. Now they come five hours later to install it and tells us it's a forty dollar charge. Comcast has done nothing to resolve any of our issues have offered no apologies and now you're going to charge me for your mistake. Pick another cable company... I'm going to. read more

Rude, rude, rude. Imagine, Just imagine getting a nice person at Comcast. That would be a surprise for everyone. Unfortunately this is typical Comcast customer service crap crap crap and more crap. It's not like it was busy, I was the only person in the store yet she had to bring the attitude and makes you feel like you just want to leave unfortunately you're stuck because you have to return the equipment. Man do I hate this company. read more

Nothing but hassles with Comcast, as usual. I had to drive over 30 miles to a service center, because they closed the one near me. Then, a couple of days later, when I needed to call the store back and speak with the manager I spoke with before, I find out Comcast refuses to give out the phone number to the individual service centers!!! Or, even connect you!!!! Are you kidding me??? So, if I want to talk to the same person I spoke with before, who supposedly was a store manager, I have to drive 40 minutes back to the location!!! This is complete BS!!! Only Comcast could screw up customer service in such a stupid, fundamental way. I can't call my local Comcast service office, but I can reach India through their 800 number anytime I want. Great, Comcast. Thanks again for nothing!!! read more

The physical space itself is fantastic--plenty of parking, large interior, movie playing in the waiting area. Service itself is also not half bad... After you've been annoyed out of your mind with the wait. You walk in and there's a station with a person greeting you, as well as an iPad to check-in. You put down your name, as well as the reason of why you're there. It seems a little silly to me that there is a person manning the self-service check-in station. You sit down in the waiting area, where there's a movie playing as well as multiple screens that shows the queue of the names of the people waiting, including where you are in the queue. I went it today at around 5:30 PM to start service for my new apartment. When I first got in, I was the tenth person in line, with only one rep helping customers. I was told that the wait time would be 30 minutes. About 10 minutes into the wait, there were finally two more reps to help with the customers. After the long wait, the customers (including myself) were obviously annoyed. The service was a toss-up--from an unhelpful, clearly disinterested and annoyed greeter at the check-in station, to the rep that was helping who was as friendly as could be and didn't take the customers' annoyance personally. In theory this is a good set-up--actual human interaction for cable and internet service, instead of calling into some 1-800 line. Unfortunately, due to staffing issues, it didn't go as seamlessly as it should have. read more

Wish I could could give this 0 stars... have been waiting over an hour to turn in a few papers. Don't understand why it's taking so long/ not more workers here!! read more

Huge space, very new comfortable surroundings. Wait time for me was about 10 minutes to change out a box and minor changes. Parking is kind of tight, extra spaces in the back of building. Big screen TVS with different shows running. Comfortable seats and convenient pay stations on your accounts. Only drawback I think to the place are the older generations who are much more used to hands on customer service, so that does account for the longer lines. Another problem was I didn't know they opened this new place up after traveling to Bloomfield and finding out they closed that office. A card in the mail could have saved me a long trip. Looks good so far. read more

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Between me and my husband, we've had several interactions with these guys over the last several weeks. The associate demeanor has been that of a bored, undisciplined middle schooler, every single time. Unhelpful and condescending. All but one interaction have been met with huge lack of professional and respectful interaction, not to mention a lack of knowledge I suspect. Their "abilities" for service change and initiation in store seem to be lacking compared to calling Xfinity customer service. read more

Pretty good situation if you accept the notion that you'd rather go there then have them come to you. Service was pretty quick and responsive to what I needed. The happy surprise that they responded to my grumbling about perpetual slow internet despite paying for blast with a sincere desire to send a tech the next day within an hour window at a convenient time. I also had some confidence I wasn't going to get charged if they decided the visit wasn't required. The service appointment was confirmed 3x, 2x by the tech and once an automated call. The tech arrived on time and was upbeat, well intentioned, generally helpful and went beyond by showing me how the Internet servers off their backbone can be a big part of the dreaded lag. All in all a pretty good interection. read more

Very slow service , have been waiting to cancel one of my boxes for over 30 min where as lady said its 10-15 min wait. Truly ridiculous to be that slow !!! read more

Customer service would be a misnomer -- there was no "service" involved in this visit. I needed to return a cable box and router (I had already called and cancelled the week before). The "welcome" center person scanned my equipment in, and I assumed that would be the end of the process. Instead, he informed me I would need to wait 30- 45 minutes in order to speak to a representative because the box was still "active," despite the fact that I called and cancelled. The representative (35 minutes later) could not have possibly been ruder. When I gave polite feedback about the nature of the experience, she shouted at me. Totally unprofessional, unnecessary experience. Would recommend to go anywhere but here! read more

I received my upgraded equipment in the mail and thought that it'd be quicker and easier to stop into the Xfinity store and drop off the old equipment instead of packing it up and bringing it to UPS. WRONG. I've already been sitting here for 20 minutes WAITING to return the equipment and I have no idea how much longer I'll have to wait. The inefficiency is crazy but I'm not sure why I'm surprised given the poor customer service I've received from Comcast in the past. read more

Geezus don't ever go there on a Saturday at 4:30pm. I waited an hour and 15 minutes just to talk to someone about trouble with 2 Samsung S9's I bought from them almost 2 years ago. Thank God I got the only person (Desiree) that seemed to be working diligently to get all the people processed. And Desiree, if you're reading this I apologize for first being an angry a$$hole when my turn finally arrived to be helped. A lot of the other staff seemed to be talking to other customers as if they were personal acquaintances about subjects such as wine, vacations, friends, etc. I think one woman was trying to harvest a new boyfriend for over an hour and a half while she let her little rugrat run all over the store. And the potential boyfriend wasn't pushing her away either, he seemed to be unconcerned about the 20 people waiting for help. Sad that they're the only Xfinity store in a 35 mile radius. Wow did it ever suck. read more

Awful service. The two ladies who greeted me a check in seemed to be annoyed that I walked in during hours of operation? I also waited close to an hour to be helped. The staff just acted like they couldn't be bothered. My experience here supports my decision to cancel services with Xfinity Comcast. read more