Xfinity Store by Comcast

Reviews

• BB

  Billy

  3 days ago
  5.0
  In and out of the store, the gentleman that helped me had little to say but got me correct. Can’t ask for more.
• VR

  Vincent Reed

  Dec 29, 2025
  1.0
  I have Xfinity service, and prior to maintenance being performed in my area, I consistently received close to 1 Gbps download speeds. I have lived at the same address for over a year with no issues. Since the recent maintenance, my download speeds have dropped significantly and now do not exceed 150 Mbps. I am using a fairly new modem provided by Xfinity. Each time I contact customer support to request a technician, the assumption is immediately made that the issue is inside my home. The first recommendation is always to replace the modem. However, I spoke with a technician who confirmed that the modem is not the issue, as it is a newer and fully compatible device. My wife has also contacted Xfinity through phone support and chat, and despite multiple attempts, no one is willing to send a technician to verify the maintenance work or investigate the service issue. At no point has anyone been willing to actually check the network side of the problem. At what point did it become the customer’s responsibility to ensure the service works—service that we pay for? Isn’t that the responsibility of the provider? Customer service no longer seems focused on helping customers, but instead on deflecting responsibility back onto them. I worked in system operations for a cable company for over 10 years. I understand signal levels, plant issues, and how to identify internet service problems. I have repeatedly requested a technician visit, and every agent has refused. What does a customer need to do to receive the level of service they are paying for?
• SN

  Sofia Nguyen

  Dec 22, 2025
  1.0
  Bad customer service, communication, and service knowledge My phone screen was not working despite there being sounds and haptics. I decided to go in and upgrade my phone. The lady told me that if I went to the mall and changed my phone screen, they would give me $450 for it to trade in. I did that and had to come back the next day because they were closing soon. I went back the next day, spoke to a different lady because the first one was helping out a customer. She said that they would give me $800 for the phone if I signed up for a premium plan that would cost more per month. I agreed then was told that because I had moved to a new house, the finance information wasn't transfered yet so they couldn't proceed with the trade in process. She said that she would tell the manager to put in a ticket to have it fix and that it would take 24-48 hours. She said that we would receive a text and email when it was fixed. 48 hours had passed and no update so we went in to check if the issue had been resolved. The second lady (who told me that I could $800) was helping another customer so we went to the first lady because she was aware of what we were trying to do. Both ladies had been very friendly and nice up until this point. We updated her on everything and she said that the value for the phone was actually $400. We asked why the price had changed from $450 to $800 to now $400. She said that she didn't know but that was the price I would get if I did the trade in. We then asked her to check if the issues with moving had been fixed and it was not. She said that she could put in another ticket and that it would take another 24-48 hours. At this point she seemed like she was getting annoyed with us and didn't really want to help us. She then went on about how we wouldn't be able to get a new phone because we had the maximum amount allowed and that we still owed money on our phones. I was confused because we weren't buying a new phone and opening another line. We were just trading in my current phone for a new one. I asked her how much money owed and she to check on our app. I checked and it showed that all phones were paid off. After we said that she started sounding irritated and started having an attitude with us. We went and ask the second lady who said that we would $800 why there was this big of a difference in trade in price. She said that it was up to $800 and that whatever value the other lady said was what we were able to get. I was starting to get annoyed at this point because none of them were on the same page nor gave us the same information regarding my situation. Both ladies told us the trade in value like it was guaranteed and not that we could get up to that amount. My dad then asked about our internet plan and she said that she already told us the last few times we came even though we didn't. The last few times we came was to upgrade my phone. He wanted to double check what plan we were on and how much we were paying per month. She showed and told us in annoyed tone. She asked if we were going to get the phone but in a way that was like she wanted us to leave if we weren't going to upgrade the phone. I decided not to because at this point I was annoyed with the customer service and service knowledge of the employees. Overall it felt like they were only partially giving us information to make us spend money and when we caught them on their lack of consistency they gave us an attitude. They should really train their employees better on customer service and product knowledge because this makes the company look bad and make customer not want to use their service.
• LB

  LeroyDenise Bloccgart

  Dec 16, 2025
  5.0
  Helpful friendly service!
• BM

  Bradley Murphy

  Nov 12, 2025
  3.0
  Long wait

Frequently Asked Questions About Xfinity Store by Comcast