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April 2025 by L Nichols
Plum pitiful, store has the worst parking situation I ever saw. One lane going around building to confusion when trying to park and long waiting in line to get help or to return equipment. Only texting to communicate if not inside store. I’m returning met equipment today and am dreading it. Wait on KUB fiber Be glad when it gets here.
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March 2025 by Chelsea Blaney
I have never had a worse experience with a company than I have had with Xfinity. We moved to Knoxville 5 weeks ago and immediately began the process of setting up WiFi. After two different technicians came out and gave us conflicting reasons why they couldn't set up our service, we were told to reach out to our rental company, as they claimed it was their responsibility.
We did, and the rental company confirmed that this was a common issue. They advised that we request a 2-person team to fix it. So, I went to the [Knoxville, N Broadway] store, explained the situation, and requested the team. The employee there said she could start a 3rd ticket but couldn’t promise they were able to do anything once they got there. At this point, I was nearly in tears.
I also asked for a refund since we've been paying for a service we have never received. The employee told me that to stop the charges, I would need to return the equipment and start an entirely new account. It's now been a week since I’ve been to the store, and we still haven't received any calls from any technicians.
To add to this nightmare, the assistant store manager reached out to my husband about our recent experience after a review we gave from an automated text service. She promised that the situation would be handled. She said she included him in an email thread with a supervisor and technician to resolve the issue. Days have passed, and we've still heard nothing.
We moved here for my husband's work, and he relies on WiFi to do his job. We have now been without internet for 5 weeks, and it’s beyond frustrating. This company has not only failed us but has left us in a completely unnecessary and avoidable situation. Disappointed doesn’t even begin to describe how we feel. This is truly an embarrassing joke of a company.
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March 2025 by La
They really needed more help but Haley & Amanda ? We’re doing best they could when I finally got called Robert was very helpful & got me a great rate which I had not been able to negotiate over a chat or the phone !! Thank you Robert ! There was like 12 people in front o f me some left - some said they waited almost an hour ! So glad I waited tho !
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February 2025 by Bobby Collins
Staff is friendly and waiting for a representative is as expected.. Support chat is a big joke ! All ways nothing but a huge headache trying to resolve issues.. Every possible support option is the same..I've been misled, lied to, over charged, denied benefits and perks that I am eligible to receive as a Diamond tier customer.. Only reason I am a current customer is due to the service agreement I signed.. Wishing now I had inquired other carriers for my service's.. Beware and read the fine print..
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December 2024 by Atrocitus
Had internet with Xfinity for over 4 years up untill I bought a new mobile home. It got delivered and called Xfinity to inform them I need a new line as I have a new house and all I get was either the AI assistant or some over seas not knowing what to do or how to talk! I’ve had one scenario where an agent called me a b**** and laughed at me. The get a new modem answers are scams btw. I went through 3 very expensive modems just to have a real American tech from Xfinity to come tell me my line had water in it. I knew this and tried to tell the agents. I’m a master mechanic and know a little about wires. I am still without internet and cannot cancel as I get hung up on. STAY AWAY!
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November 2024 by Valley Vol
Worst customer service ive ever experienced. KUB Fiber, thank goodness I now have options.
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October 2024 by Joe Dirt
Cable box stopped working. Called and set up an appointment for a technician to show up. Waited on him. He never did. Called back. All I could get was recordings saying my appointment was camcelled. No help at all. None whatsoever. I'm going to cancel this worthless service provider and go with a firestick.
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October 2024 by Andrew Johnson
1 star is a major overstatement! The absolute worst service provider EVER! They should be a record holder! Their call service is designed NOT to handle problems. The system strongly attempts to persuade the caller to use a virtual assistant. If you say no. It attempts to not help you at all. If you need technical assistance, forget about it. The call system will hang up on you. You will have to go through back channels to get to an actual person. Ther personnel are trained to bandaid problems instead of fixing them! STOP PAYING FOR THIS CRAPPY SERVICE. Mine is WAY over priced, and I don't even get the service I said for. Dile up internet would be better! Call your utility board and see if they offer fiber Internet. Way better.
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October 2024 by abigail turner
Would give 0 stars if it were an option. Doubled, nearly tripled my bill but I never received a notification. No option of a refund, in this economy that’s kinda sad. Do better.
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September 2024 by jerica morton
DO NOT SPEND YOUR MONEY HERE! I have never been so upset, I canceled service, they charged me anyway, told me they would refund it and then decided not too. I have been on the phone with these people going back and forth for over a month because they STOLE 114$ from me! GOOD LUCK CANCELING EVEN IF YOU DO IT IN ADVANCE TO AVOID BEING CHARGED!!!
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June 2024 by Patricia Dykes
Customer service was very kind. I didn't have to wait at all. The representative of that I dealt with in person, was much more professional than the person on the phone and did not try to sell me services that I didn't need. They also gave me a plan that was $35 cheaper than the plan that they were trying to sell me on the phone as well. I will always go into the store now that I know that the service is much better there. And, even though the man that was helping me was not completely done with training because he did have some issues, there is a manager on hand that helped him and immediately was able to do everything that I need it. They explained everything to me that I would need to do. They helpec me set up my app and explain to me how to install it when I got home so detailed that I had absolutely zero issues doing what they told me when I reached my house..
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June 2024 by Meghan Huston
Not writing a review for this specific location; however, writing a review for xfinity as a whole. If I could give 0 stars I would. The ONLY reason we have xfinity is because no other internet service services my location.
We have had SO many issues with xfinity and billing. They do not process what we request. For example. On 2/22/24, we upgraded to unlimited internet so that we wouldn’t get feed for going over our internet and come may, we get billed an extra $70 because we “went over our internet data” WHEN WE GOT UNLIMITED… the billing cycles make NO sense at all. They have hidden fees EVERYWHERE.
Stay away from xfinity. I cannot wait until other internet providers move to our area or we move so that we can finally switch and get what we paid for. I do not recommend xfinity at all. 0 stars.
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April 2024 by Whitney Adams
I love my new KUB Fiber!
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April 2024 by Samuel Wilwerding
Stay far, far away from xfinity. I got their mobile phone service because it was a good deal, and I regret it. I have spent the last six months trying to get them to credit me for a phone I returned. I've called four times now and went to an in-person appointment--they always agree that the phone was returned in perfect condition and that I deserve the credit, but yet no credit. Worst customer experience of my life.
I've finally cancelled by services and will not be paying for the phone. I've just had to accept that they may report it to the credit agencies, and I will then have to sue them in federal court under the FCRA. It's a real shame that a customer has to be put in a position like this. I'm a lawyer, so it's easier for me. I feel really bad for the countless customers they've done this to who don't know to make/keep records or have the means or know-how to seek legal recourse--it probably just ends up being the company's word against theirs.
I will never use xfinity or any Comcast company again.
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April 2024 by Jace Hensley
Absolutely terrible I can't not wait till kub fiber is available in my area this router/modem they sent me just likes to disconnect and I restart gateway and do everything it tells me to do and it still does it and the online assistance or trying to call gets you no where Absolutely no where do not pay for the internet sray far away from it. It's garbage
