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August 2025 by Elizabeth Crews
Just sent my review…. But I meant to give 5 stars!!!!
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August 2025 by Elizabeth Crews
Fabulous customer service! Thank you!
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June 2025 by Rico Bobby
I use their Internet and it cuts out constantly especially at night between midnight and six am... I'm starting school again in the fall I hope you fix this problem. And it's been happening for years and supposedly we just had crew come down the block upgrading all the blocks wiring but nope it seems to happen every night for years so it has to be the company. Why what would it say connected yet no Internet then completed turn off then on and so on all night until the sun starts coming up then it starts acting normal again... It still cuts it during the day every now and then but once it twice a month. Please fix your company.
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June 2025 by Jackson Heisel
Genuienly the worst company I have ever had to deal with, I was trying to transfer my wifi over to my new apartment, and they said even though it was in a different city I could drop it off here so I did, and for months my wife has been getting calls to return the equipment and stuff but she only gets the calls at incredibly inconvient times so we can never respond, I have tried to deal with this on two other occassions and both times they said they would take care of it just to come back again. It is impossible to talk to an actual representative, I have spent hours trying in the past and they always find a way to keep you stuck talking to the answering machine, it is genuiely worth paying 15 dollars more a month for a different provider just so when I have an issue I can actually have help, or when they mess up I don't have to spend weeks trying to fix it.
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June 2025 by Jane D.
This company/place is ridiculous. I pay $200 per month for internet/cable tv (no movie channels - no extras). I work from home. My internet/tv went out at 7:30 a.m. this morning and at 3:00 p.m., it's still not back up - I missed a whole day of work.
You can't get a live person on the phone - they will do anything not to transfer you to a live person - including hanging up on you. If you do get someone, it's a call center in another country.
I finally drove down to this Xfinity store and it took 3 reps for one guy to finally look up outages for me. He said there is an outage and not expected to be back up until 6:00 p.m. He said he would text me an update thing where it would let me know of any updates. Never got the text.
Switching to AT&T Internet this weekend - and I'll just stream Hulu Live - not paying for this ripoff company anymore.
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June 2025 by Mady R
The very nice salesman was very sweet, and even though he couldn't help with what I needed, he was very appreciative of my understanding and cooperation. Poor guy looked like he's had too many ladies freak out about not being able to fix a phone issue 🫶 stay well bro.
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June 2025 by Gabriel Pastore
Good customer service. Wasn't 100% clear on all charges. I had to call customer service and speak with a person that barley spoke English.
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June 2025 by Kathie Pattison
All horror stories, too many to count! DO NOT GET SUCKED INTO THEIR NIGHTMARE!!!
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May 2025 by Katie Coleman
Worst experience I've ever had with a company! I called and placed an order for Internet as I just moved and work from home so it was very important it went smoothly. I went and picked up my equipment they were rude and said they just wanted to go home cause it was later in the day. The first appt. for the technicians to come out got cancelled with no notice. The second appt. they went to the wrong address and I found out the guy on the phone put a random address to my account. When I tried to fix it they opened up a new account with the correct address but left the other account open. I returned my equipment told them to remove all my information in their system for both accounts and they said everything was taken care of. Weeks later they're billing me under both accounts still and just took a payment from my bank account! I asked for a refund and now they're saying it'll take four weeks to get reimbursed!!
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May 2025 by Stephanie Zacharias
Over charging on the bill and rude over the phone.
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May 2025 by Abby Nelson
I'm not usually one to write reviews, especially negative ones, but I'm really disappointed by the repeated poor customer service, lack of communication, and unmet promises I’ve experienced.
The situation is a long one, but essentially, I was overcharged by the online customer service team and had to get my account sorted out. That issue wasn’t the store’s fault specifically, but after getting nowhere through phone calls and online chats (at one point I had three modems, two accounts, and two bills, which was overwhelming), I decided to visit the store in person to get help.
On May 6, I believe, I spoke with Fran. She was kind, sometimes a little hard to follow with the company specific jargon she used, but patient with my desire to understand, and she seemed to get everything sorted out. I was told I would be refunded, although the amount was seven dollars less than what I was owed. I decided not to nitpick and was just hoping to get it resolved. She also returned all the extra equipment I had been sent. I left thinking everything was finally taken care of.
However, almost two weeks later, I still had not received my refund and was getting texts warning me that I would be charged for unreturned equipment. So, on May 20, I went back to the store to figure out what was going on.
That day, I worked with Austin. The store was busy, and he was finishing up with an elderly couple before he helped me. I was watching while waiting, and I noticed how frustrated and impatient he was with them. I understand how frustrating customer service can be, since I’ve worked in it myself, but it was disappointing to feel like he brought that frustration into our conversation.
Once I got started with him, I explained the situation and asked for help. He told me there was nothing he could do except open a ticket, and then when I brought up her name, he scolded me for not asking for Fran, since I had worked with her before. I didn’t realize it was the customer's responsibility to track down a specific employee just to get consistent support, especially since I had clearly mentioned that I had previously worked with Fran at the beginning of our conversation. He also told me he had my account open, which I thought meant he had information about my previous visits. Perhaps this is not correct.
Austin also had no clear explanation for why the refund amount had changed and was now somehow higher. He told me the retail store has nothing to do with billing and that I would need to call the billing department. This completely contradicted what I had been told during my previous visit. He had no explanation on why that was different, except for his response chiding me on not asking for Fran. Again, I did not want to demand the attention of one staff member, especially since I did not see her when I came into the store and it was super busy (I waited for 20 minutes.)
Throughout the interaction, Austin was short and curt. His tone and facial expression made it clear he did not want to be dealing with me. I was calm, polite, and patient the entire time. I know he was not the person who had worked with me before, and I acknowledged to him that it was not his fault this all had happened. I just wanted the refund I was told I would receive. Instead, I was made to feel like I was foolish for even coming into the store instead of calling the 1-800 number for the fourth time. Disappointing.
Once I get the refund, I plan to switch internet providers because of this experience. I have been a customer for nearly six years and had no plans to change, but two visits to this retail store were enough to convince me that I need to take my business elsewhere.
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May 2025 by Lana Korets
I would never recommend Xfinity to anyone.
We were paying $120 a month for internet service that barely worked — most of the time, there was no connection at all. We didn’t just call customer service — we went to their office multiple times, but no one truly tried to resolve the problem. All we got were the same standard responses and excuses. Despite paying a high price, we were left without reliable service and without real support. Extremely disappointing.
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May 2025 by Jennifer Dominguez
I had a good experience with them. I just went with fiber just recently; cheaper and faster
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May 2025 by Alex
Ernest was as thorough and PATIENT as the last time he assisted us last year! Virtually, all issues identified at this time were addressed!
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April 2025 by Jason Mertens
I was talked into getting Xfinity mobile at a weak moment. The price was so low that I gave in knowing I should not change from Verizon who has stellar service and product. I switched 4 lines of mobile to Xfinity and within three months 2 of my lines had been ported to another customer without my knowledge and my account hacked. The agent said it was a guy named Dave? She actually tried to call him on my number but he only answered once. I was told it was my fault for not having a strong enough password? I had to get two totally new numbers for my son and I , giving up a number I have had for over 25years with Verizon with zero problems. Six months later I go to upgrade my sons phone and Xfinity won't let me buy a phone because they locked my phones and account and can't unlock them? I spent around 10 hours with customer service in the Philippines with agents who know nothing and can't fix anything in a loud warehouse of squabbling laughing agents. After getting nowhere with the Xfinity agent at the main store and having him talk to his Philippine cohorts, I walked over to Verizon and switched back. It wasn't easy because Xfinity had locked my phone holding me hostage to their system and said I didn't meet security requirements to unlock my own phone? Verizon took it as a trade in and I bought 2 new phones to get away as far as possible from Xfinity. DO NOT SWITCH TO XFINITY! IT IS A SUBCONTRACTED NON ENTITY COMPANY.
