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July 2023 by Maggi Mahonski
If I could give a half star I would. There is no accountability between the customer service and the retail store. The associate I spoke with stated that if I had come to the store originally to disconnect my service I wouldn’t be fighting with customer service on the phone. Why are you blaming the customer for only knowing the information given? As I was never informed that I could handle services at the retail store. Poor communication and overall customer service. Will NOT be using this service again.
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July 2023 by Teresa McCoy
My rating has nothing to do with the service I received in the store. It’s Because of their phone Customer Service tier 2 and the 3 that Michelle who was helping had to call. I was sent SIM cards I never put in my phone the package had never been opened. And the tier 2 or 3 wouldn’t wave even no service had been used. Michelle lost selling me an $800 phone and service because they wouldn’t wave $202 of service that was never even activated. But it was auto activated and Xfinity added a random phone number.I was there an hour waiting for Michelle to be put on hold time and time again!Xfinity you would have made so much more money from me if you had someone in your tier “customer service” level that could reason that this made more human sense and a long term relationship = more $ you would continue to get from me!I’m sorry Michelle you lost a sell because you and your colleagues saw the value and made no sense but you had to follow policy.This is why I avoid mobile contracts and buy my phone straight out! But, I was going to bundle all my services this time. Oh well!
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June 2023 by Charles
Tried of the bad attitude every time I try to pay my bill he tells me that he has no time to answer my questions that my account is to small takes 2payments not from my account but from my wife's account took 2 payments last 2mounths ago and today took 2 months WE ARE GOING TO CHANGE internet providers maybe then we won't have any problems you have that long before we switch it to something else someone BEST CONTACT ME .
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June 2023 by Barry Dean
I called inhave equipment that belongs to them cant find out how to turn it in. stu id assssss recordings.
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May 2023 by Lori Blankenship
Not necessarily the store but the company. Been trying to get my phone unlocked for a week now. I finally had to file a complaint with the FCC since no one in the store could help me either. This place is the blind leading the blind. I would not recommend them at all!!!!
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March 2023 by A Weeks
Helpful and kind! Enjoying the switch to Xfinity mobile despite the technical snafu. Got some giggles out of it and it was quickly solved. Customer service and the mobile service are both great ?
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January 2023 by Jt Smith
How have these guys not been in a class action suit or complaint. They double bill customers and then avoid corrections and refunds. We moved and transferred service from one address to another, they continued billing both locations and continued further after this was identified and reported. Had to finally stop payment with the bank. Supervisors and managers lied about accountabilityacceptance for overages and refunds for $1100 that never came to fruition. Management is obviously trained or instructed to prolong and to create more confusion and delays. WhoeverUpper level managers that is instructing these tactics needs to be held responsible. Not sure how they get around it being criminal. It's stealing.
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January 2023 by Sheridan Conner
Unprofessional. They will allow you to make a appointment and then show up and tell you that they don't even have the lines run to the apartment complex then tell you they can put you on a waitlist after you've done disconnected from your previous provider. My daughter would have been out of school for over 2 weeks if it hadn't been for my previous provider.
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January 2023 by Adam Peters
1 Star because Xfinity is awful. There are no other options in this area, their packages online are misleading and unclear every step of the way. Should be dissolved as a company because of the way they gouge their consumers.
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September 2022 by William Dudley
Horrible customer service! You can’t even get a human on the phone! I’ve been out of work for 5 weeks now due to Covid. I need to see about a payment arrangement that their “automated” system will not accept! So Ver sad after the amount of money that you have to pay for cable and get no decent customer service!!The worst customer service ever!! I’ve been out of work for 5 weeks due to Covid. They will not work with me and continue to give me the run around! They have absolutely no compassion for their customers!
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September 2022 by Lee Jones
I have to drive 45 minutes to the store in Christiansburg. Super difficult to find from 81 South. Franklin Street goes everywhere! We used to have an xfinity store in the more populous Salem, VA. One time I had to drive twice to get problems solved in the same day! The population in the whole area is 58,000 and our area is 100,000!
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September 2022 by Zak Hoffman
Very helpful staff when visiting this storefront location in-person. If you have a question about your service or want to make changes to your service, I highly recommend visiting this place in person instead of calling a 1-800 service center.They are very good at actually answering my questions and not spinning things into some type of a sales pitch like their 1-800 phone service center counterparts.
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September 2022 by Walter Pirie
I had a problem with my phone: it was working on phone only; no data, which meant no email, no browsing etc.7 different techies on the phone for many hrs were no help. The young woman at the store fixed it in a half hr.
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August 2022 by Vicki Culbreth
Tried to start service in May. A tech finally came out last Saturday and spent 45 minutes in our home but when we cancelled our old provider, we realized the tech did nothing. Why was he in my home for 45 minutes! We couldn’t tell since the service went off for a few minutes then back on but he just unplugged the old modem and plugged back in. Now they want us to burn another vacation day from work to have someone else come out in a week so no internet for a week. Can’t explain who the contractor they hired was or what he was doing. Very shady and this is now 2 1/2 months and still no service but they didn’t mind sending a bill like service began. Biggest question…what was their contracted really doing in my home?
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August 2022 by DOG Logistics llc
I've had nothing but problems since having service for less than a month. 2 to 3 times a day internet stops working for few then comes back on. Having house work done a haven't had line running through backyard buried yet. Cox is looking better
