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September 2025 by Jason Smith
Finally we gor fiber in my area, no more monopoly. Garbage company , no help, cost to much ,have to call to cancel. Then they want to talk to you for a hour. Always been horrible since 1988. Know nothing, ruined your house drilling holes every where.
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September 2025 by TK
You need to let your staff members be clear, honest, and accurate with how you advertise your service and pricing. I was told for only 7$ per month extra to get storm ready wifi and turns out it is actually 250$ something per year and have to pay hundreds of dollar at the end. If I know it already I wouldn't get it since there wasn't much outage nearby at all. I am not saying people here lied deliberately but still, you need to provide more accurate information.
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September 2025 by kudrat ejide
Great 👍
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August 2025 by Bhavik Singh
Had issues transferring my number over, and with their IMEI checker online being faulty, especially with my Australian phone. Xfinity as a company needs to get their technical ESIM process more reliable and robust online, and their online chatbot is useless, however, the 5 stars is for the great customer service in store.
The staff members in store were actually informed with what they were doing and tried multiple things to troubleshoot and fix the issue, and ultimately they did that within 10 Min or so in total
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August 2025 by Marla Blanton
A Wake-Up Call to Comcast Leadership: Your Customer Experience Is Failing -
Your representatives at the Hyde Park store are Amazing!
However, To Tom Karinshak, President and Chief Customer Experience Officer, and the Executive Team at Comcast:
Your website states:
“Teammates around the world are working hard every day to make sure we deliver the superior experience you expect and deserve.”
Let me be clear: this is not the experience your customers are receiving. In fact, it’s the opposite.
A Firsthand Account of Comcast’s Service Breakdown
I recently experienced a service disruption while preparing for an important event. My WiFi abruptly went down, and my screen displayed a message stating my service had been paused—despite being a paying customer with active home security and internet services. I no longer subscribe to Xfinity cable due to its exorbitant pricing and poor reliability, but I kept the internet because I work remotely for a public health department. Reliable service isn’t a luxury—it’s a necessity.
When I tried to resolve the issue:
• The automated system falsely claimed my modem was rebooting, blocking access to live support.
• The Xfinity app showed no service pause, yet my TV displayed the opposite.
• A helpful in-store representative admitted he’d never seen this issue before and suspected the modem—despite it being less than a year old.
• The earliest technician appointment was five days away. For someone working in public health and hosting an event, that delay is unacceptable.
A System Designed to Confuse, Not Support
Your customer service is outsourced, fragmented, and inaccessible. Representatives themselves acknowledge how broken the system is. When your own employees express disbelief and frustration with the tools they’re given, that’s not just a red flag—it’s a siren.
Even more troubling: I’ve learned that Comcast eliminated its User Experience department. This decision, reportedly based on internal feedback, is baffling. If you remove the very team responsible for understanding and improving customer interactions, how can you claim to prioritize experience?
What This Says About Your Values
This isn’t just about one modem or one outage. It’s about a pattern of neglect, miscommunication, and disregard for the people who keep your business alive—your customers and your frontline staff.
• You’ve built a system that actively prevents resolution.
• You’ve outsourced support in ways that increase confusion and cost.
• You’ve silenced the voices that advocate for better user experience.
• You’ve made it clear that profit comes before people.
A Promise to Speak Out
I will continue to share my experience publicly—through Google reviews, social media, and consumer advocacy platforms—so others are aware of what they’re signing up for. I will explore other providers who understand that service is more than a transaction—it’s a relationship.
If Comcast wants to be seen as a leader, it must act like one. That means:
• Restoring your User Experience department.
• Reinvesting in domestic, accessible customer support.
• Listening to your employees and customers—not just your shareholders.
Until then, your promises ring hollow.
Sincerely,
A customer who expected better—and refuses to stay silent.
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July 2025 by Angela Rice
Got a tower the representative was pleasant
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July 2025 by Jamie Harris
Over two consecutive days, I received excellent customer service from the following store employees: Deja, Mike, and Chris. A special shout-out to Xavier, who remembered my name from a previous visit a while ago!!
My iPhone 15 screen was cracked to the point that it rendered it unusable, and I didn't know what to do since this was a first occurrence. I remembered the phone was covered with Xfinity Mobile Care, so I went to the Hyde Park location to find my options for fixing the screen quickly and at little to no cost. Deja and Chris came to my rescue with a solution that exceeded my expectations: my phone was indeed insured by the Assurance Insurance company. All I needed to do was make a same-day appointment with an authorized cell phone repair center, CPR Cell Phone Repair in the West Loop. Once I got there at my appointed time, I was back out within an hour with a new screen that looked better than before I accidentally dropped it onto concrete and all free of charge since it was insured!! Talk about a stress-free resolution!
I returned to the Xfinity store the next day to resolve the cause of the accident (I needed a MagSafe phone case!). Mike helped me so well that I had to tell the on-site manager about him and the other heroes (not all superheroes wear capes!)!
I've never had a bad experience at this store, which is why I’m a double customer entrusting Xfinity with my mobile and home Wi-Fi services—and I will be one for life! Keep up the fantastic work, Xfinity staff, and remember, people, always opt for insurance, for it comes in handy when it's most needed!
Thanks, Xfinity!!
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June 2025 by Julius Thomas
Excellent
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June 2025 by KDJ
Stop trying to get me to buy your lame mobile service.
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June 2025 by Edna H
The staff appear to be helpful but don't know how to handle technical problems and had me in the store for over 2 hours on 3 occasions, twice in less than a week where my services were not only fixed, but made worse, leaving one phone without service, and no accommodations for losing service (their fault). I will be leaving all services ASAP.
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June 2025 by Andrew Brickell
No line, very good service
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June 2025 by Larry Turner
Why is the wifi there so much quicker than the speeds ar home???
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June 2025 by Eve Tsai
Shout out to Mark Cantu — he was very friendly and helpful! But front desk service varies depending on who’s there; some staff are great, while others could be more attentive.
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May 2025 by Jesus Barrios
Because they are from another country, they do not treat us with respect and did not value us as a customer and it is the worst service I have ever had.
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May 2025 by Debra Wright
I love the fact that the store has a payment kiosk, I go in and come right out.
