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February 2024 by Julie Trapp
It has been 41 days since my internet went out. They finally got it going this week and it has gone out twice. No computer, no TV and spotty phone service. I live by myself. I have not felt safe since this happened.
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February 2024 by Angel Martinez
Worst internet possible with constant issues. You never get to speak to a real person instead you speak to a useless robot
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January 2024 by Fanny Lee
Kudos to Kevin. He is very knowledgeable, kind, and courteous. We went in this morning 1/21/2024, we signed up for internet and mobile.He knows what he is doing. He is a very valuable asset to your company.
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January 2024 by Doug Landers
Update: 14hrs after leaving first negative review. Temporary cable run and modem connection installed and activated, after the below escalation. Install tech was very professional and helpful, knowledgeable, and efficient. The system is running at the expected speeds with no problems. Much appreciate the quick response to the initial review as our stressful and limited time window out of state to help family was finally resolved. It should not require escalation to recover from a business owned mistake (or string of mistakes). However, I gave Comcast a chance to make up for their faults and although it was still a struggle for account access, the escalation team did eventually succeed with a 12 hour turnaround on resolving this situation. I appreciate the follow-thru and execution, not just lip service and empty promises. There was an additional follow up on the chat from last night as well, so appreciate that as well. Increasing my review to 4 stars from 1 star. Today's service and quick turnaround scheduling was a 5 star rating but leaving 1 star down for the hassle of having to resort to this level of customer frustration. Hopefully you fix these issues for other customers in the future, based on this.Previous Update: 2.5hrs on chat from the response link and phone call with 2 of us going back and forth we finally have an escalated appt for tomorrow morning instead of 2 weeks from now. I would have increased to 2 stars given that for now, but the broken processes and bad information that's not correct on account management app and website pages keep it at a 1 star rating for now. I will adjust the rating if they succeed tomorrow.Initial review: 1st experience with Comcast in NM and it's the worst. Traveled 3 weeks early to help a widow get internet service installed. Tried 2 weeks prior to traveling to get the service scheduled and was refused until I arrived. Now told that utilities had to bury a line making my extended travel duration a tight schedule. After waiting for the next steps to get done and receiving no communication on updates my wife called and was told that we weren't even on the schedule!? I explained my timeline to the tech and it was clearly ignored.Now, Comcast scheduled the next visit for a week AFTER I leave back to my state! 5-6 weeks of planning is still unachievable by this organization, which is nothing short of pathetic. Incompetent.
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January 2024 by Jim Collins
I came to the store for cable issues. I talked to a rep about a new phone. I was told I could get a new one for $500 off if I turned in my existing S10+. I was told my phone had to qualify. The rep said they could verify if my phone would qualify. He checked it and said it would. I got the new phone and sent in the old phone. A few week later I was told the phone did not qualify and the rebate is cancelled. This is a bait and switch approach. I have not been able to get a resolution.
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January 2024 by Dan Esquibel
In my opinion, Comcast/Xfinity's internet speeds in Santa Fe are like a star quarterback leading the game! But tackling issues through their automated system feels like facing a tough defensive line, it's a real challenge. Heading down to the Comcast/Xfinity store seems like the best play to huddle up with a human and resolve things. Their employees are MVPs, but getting them on the phone, is a no win senerio! Tonight's scorecard: Xfinity/Comcast: 1, Dan: 0.
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December 2023 by Rose Veres
Lousy phone service
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December 2023 by D Fritz
We arrived right at 5pm as they were locking the doors and Kevin was so amazingly helpful! Most places would tell you to "come back tomorrow" but Kevin didnt and solved my problem (switching out an old box) quickly and kindly! I would recommend this location and Kevin anytime!
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November 2023 by Jay Schmahl
Finally decided to get the Internet in my home and stopped at Xfinity store. The staff was incredible and helpful detailing all the choices they offered, and getting a price to fit my budget. Very happy with my Internet an Xfinity. On a scale of 1 to 10, 10 all the way!
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November 2023 by R. Porter Finch
Garbage! Amazing that internet companies and utility companies websites are the worst ...not easy to navigate not easy to use is a tech abomination. Is late stage capitalism at its best . Trash. It's garbage!!! I just spent an hour trying to sign up service for a new address. I've been a customer for years so this is trash . Bank websites and retail websites work really well but THE TECH COMPANY WEBSITE IS HORRIFYING AND NOT EVER USER FRIENDLY. Again this is a tech company I call it TECH TRASH!!! Someone should do something but no one will until they go bankrupt due to self centered GREED. Sad so sad the gluttony of late stage capitalism where the consumer suffers and pays at the expense of fat rich corrupt corporations.
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November 2023 by Insert Colorful Metaphor
It's ridiculous that trying to return equipment is made into such an unnecessary hassle. People arriving late for their appointment are seen before the those who are waiting... Rude employees. This experience merely reinforced why I will never give Xfinity my business again in the future. Slow internet speeds... Overpriced packages for cable... bleh.
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November 2023 by Bruce Ingram
Every day my Xfinity internet in Santa Fe gets disconnected at least once. It then switches back on within five or so minutes?I tried calling to speak to an agent, but the computer would not let me. Why is this mess happening? When will it be corrected? Why am I paying $180 per month for bad service? Why is it not possible to speak to a human being? Do you have any?
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November 2023 by Robin F.
Worst customer service experience -- EVER! We went in last Saturday to the Santa Fe, NM store to get a transfer pin and account number so that we could painlessly transfer my son's phone over to Verizon. We specifically told Xfinity Mobile we wanted to keep his phone number. As soon as we walked out of the store, we realized that his phone had been disconnected (which prevents a pain-free transfer and number retention). When we went back inside to ask what had happened, the customer service rep. said that when Xfinity issues a transfer pin, the phone is automatically disconnected. This was a lie! The only reason to provide a transfer pin is so that a connected phone can be painlessly transferred -- you don't need a transfer pin to reconnect a phone that has been disconnected. To make matters worse, Xfinity took six and a half days to unlock the boys phone when they should not have had to do that. I'll never go back. These guys are liars and vindictive when you switch carriers. Buyer beware.
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October 2023 by Todd O'Bryant
Their rep help set up a move. Totally went south 2+ hours on the phone to straighten out. All of it was their fault.
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September 2023 by Gary Shallcross
The worst customer service possible. I still haven't been able to speak to an agent. How do you get through to an agent if your problem isn't mentioned by the taped voice? All I want to do is speak to an agent.
