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January 2026 by D
In June 2025 we re-evaluated our phone and cable plans. At that time we decided to move our business to another carrier who offered better options and pricing. We went into the store to cancel our services, we were offered a special discount/promo that was running (we were informed we qualified for the promotion) it was get three lines for the price of two. Well…. That is where (after 3 years of no problems) everything went wrong and by mid September and for over 2 weeks I was the proud owner of a non-working phone, (we never did get the 3rd line but we were billed for it) and yes I pay my bills.
I learned that Verizon provides the service for the cellular phones, xfinity provides the internet/lines for the home service. (It’s a joint agreement between the two companies). This piece of information was never openly disclosed.
The urgency to resolve the phone to a working status was because I didn’t have a backup phone, (back to June 2025 when I agreed to stay with Xfinity and add a third phone for the price of two under the promo that was running), my phone is used for acute care in the medical field and the only source of communication.
I went to the store a total of 6 times, called and spent 3 hours on one of over 5 calls to Xfinity (in Philippines) to try and get this resolved.
My final return to the store yielded nothing- no fix, no answer, no resolution. No working phone.
The primary objective at the store is sales, they do not have a resolution manager to assist with issues customers encounter, something they should consider for better customer experience/retention.
After extensive research and through the reviews I learned that the store is a franchise. I requested that the owner reach out to me, that never happened. The only person who appeared to have any clear knowledge of telecom/technology was Cody (who left).
Update. After a complaint to the FCC and an email to corporate HQ, the problems, including billing were resolved. We did receive a refund for the inaccurate billing, we did learn that if you request to speak to someone in the US, the international service group is required to transfer you to the US.
-something they refused to do until I was forced to take the above mentioned actions. I respect what and how the corporate offices resolved our complaint, my trust in the local store has not been restored and I wish the time spent trying to resolve the problems and the aggravation of having to take this to another level had never happened.
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December 2025 by Jess V
After spending several days, sometimes 6hrs in one sitting, with online support and traveling to Plainville CT office(which was terrible), we came here. How vastly different the service was here! We were greeted right away by Oswald who immediately worked hard to fix all the problems that online employees created(Both our lines were ported to the same phone and after 6hrs, they couldnt fix it online). While waiting in store for him to do that, I witnessed the other employees working to help one another as well as the other customers coming in. They were kind, knowledgeable and prompt to help people. One even thanked a customer, who was a police officer, for his service♡ Like any place, there are waves of people that walk in at any given time and you can only do the best you can but at least in this store, everyones working and treating people with respect and thats a HUGE difference from the other store Ive been in. I really feel there is nothing like human interaction when rectifying a problem. Thats something AI and outsourcing can NEVER DO and it where companies are failing miserably. If thats the future, than the future isnt good.
Sidebar: I read a derogatory review below regarding an older gentleman. I will say that while I was there, an older gentleman walked into the store, past everyone else waiting and disturbed the guy working with us. He rudely expected the employee helping us to drop everything to process his check payment. He refused to wait his turn and made rude comments about how they should hire more than 3 people so he could process his check payment. I cant help but wonder if this was the same man in the review below because its noted that the employee said he does this all the time. If it is, this mans entitlement is the problem, not the employees.
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December 2025 by Spring Robertson
I was helped by Vincent today. He was very polite, professional and solved my problem in 15 mins. First day in a week with TV! Thank you Vincent! You deserve a raise!
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November 2025 by Isabelle Dorman
Vincent was very helpful with selecting and setting up my new phone. My family is not the most tech savvy and we were a bit impatient with transferring time, but the team was incredibly helpful throughout the process especially with a busy Black Friday. Can’t thank them enough!
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November 2025 by Shirley Wainman
I had agreed to purchase Xfinity mobile, they took over my phone and for fours days of talking to eight agents, no one could set me up, so frustrating. I decided to go to the Xfinity store in Canton where a very nice young lady greeted me her name is Amanda. She set my phone up and updated it all, she is so very kind, appreciate all she had done for me. She also took care of me for being a loyal customer for 44 years. Amanda, I can’t thank you enough, Shirley
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October 2025 by Lani Cathcart
Amanda, the sales associate, was friendly, understanding of my issue and helped as best she could. Unfortunately she can't fix what's infuriating about Xfinity, which is the complete lack of transparency and bait-and-switch tactics they've been using to hold their cable customers hostage for years. The only reason I haven't cut the cord is because the other options available in our area either don't exist or offer services that lack what we want.
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September 2025 by Anne Murray
I’d give zero stars if I could. Sales person was on his phone when I came in the store and continued the conversation while he was “helping” me
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August 2025 by Andrew Mylander
Been hear twice, once to cancel my wifi service. Another time to get a new phone. Every time i go in all the employees have been super nice and helpful.
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July 2025 by Beyond Measure
I was in the store yesterday around 1:30pm on 7/16/25, I needed my phone to be unlocked. A young man named Mark was helping me and a older gentleman walked into the store and ask him for help. The young man that was working with me told the man he was working with me but suggested that he should go to his coworker. His coworker began to shout at him from across the room stating that he was not going to help the man because he was busy and then continue to holler that you do that all the time in a berating tone. The coworker did not have a customer with him. I was concerned about how that elderly gentleman must have felt. I hope the staff members understand that yelling in front of customers at each other is unacceptable. I felt embarrassed for both of them and was glad Mark didn't respond back to his coworker in a negative tone. I was very uncomfortable at the store.
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May 2025 by Nancy
Thank you to Cody for amazing service. A talented representative.
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May 2025 by Mindy Rubin
Cody is by far the best I have ever had in my life and I am 71 years old. As far as I'm concerned, he should be the manager here because so many people come in the front door and request. Cody. Please take me seriously as I think business will increase because of him and him alone. Please let me know you got this because I'm very serious about this. Does she mean more people working in customer service that should be like Cody. Please take me seriously as I think I would recommend this place because of Cody and Cody alone. Thank you for your time, Mindy Rubin
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May 2025 by Madjwills
Night and day between this Canton location and the West Hartford location. In Canton I got a friendly greeting and the sales associate Shayne genuinely cared about helping me resolve issue. Shayne also up sold me to a great mobile service agreement. I left feeling very happy having a better overall impression of Xfinity than I had before entering.
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April 2025 by Casten
Excellent service! Top tier customer care that was timely, efficient, and transparent. Shout out to Shayne for above and beyond work.
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April 2025 by Job Yankah
Great place too walk around and asked questions an get everything u need I was worried, but the really big fellow really helped me save money gave me a paper an we ended porting all our services over will recommend too my friends an family rest of staff was very nice and professional
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April 2025 by Bigly Sunflower
The store is great the staff is awesome but your company is horrible.
