Xfinity Store by Comcast

Reviews

• HR

  Hunter Rice

  Dec 30, 2025
  1.0
  Setting up an Xfinity gateway using the "streamlined" in-app process is, pound for pound, the worst user experience I've had, given the process is advertised to take less than 5 minutes. Every part of this system is poorly-optimized and seems designed to exacerbate likely sources of user error. Even the password creation input box was broken, it was not programmed to differentiate between upper- and lowercase letters. The app could not recognized the QR code on the gateway, and without providing any insight into the problem, kept trying to connect me to an AI agent, despite the fact I had no internet access. Eventually, I solved the problem on my own, but it was an extremely frustrating solution to uncover, because it would have been easy for the app to simply report that problem to me, rather than push me into another tedious process. It's hard to belief that such a massive, profitable, and powerful company would take so little effort and care in designing the app universally used to connect to their network.
• AL

  Ashley Long

  Dec 6, 2025
  1.0
  At&t is 67$ a month. Leave Xfinity asap
• CC

  Cheyenne

  Dec 6, 2025
  5.0
  Been an xfinity customer for years and I understand the coverage isn't always 100%. However, we had gone in for an upgrade and what should have been a quick trip turned into a long wait to ultimately have no (same day) solution. The system crashed and there was nothing more to be done. With that said, Hayden Bailey & another coworker above him (wish I had gotten his card too but I didn’t, slicked back pony tail) worked relentlessly for 2.5 hours exhausting all they could do with and for us. They were both very personable and lighthearted. It made the wait easy. While waiting though, we witnessed a few people walk into the store angry, frustrated and taking it out on the workers there. This was tough to see, as not everything is in their control. What happened with us was completely out of the employee’s control, but still they stayed late, tried everything in their control, and talked us through it all. Sometimes you need to remember that the workers are not robots, they are not a fix all solution. They themselves have hoops to go through to figure out your issues and kindness goes a long way. We could have easily been discouraged after the time we spent with no solutions, but we saw them for what they are - human beings, here to help to their extent. Came in 2 days later and had our issue resolved, Hayden helped us manage our payments, get new devices, and get us all set up. I’m giving him 5 stars, but if I could, I’d give him 10.
• AT

  Alicia Tucker

  Nov 26, 2025
  1.0
  this is the WORST company ever. Their lines fell down, knocked the internet out for me and all my neighbors. I called and they told me it would be a week before they send someone out, so I go to this store and they were even less helpful than the people on th phone. I work from home so I have now missed a weeks worth of pay at holiday time because of this. I am letting them come Friday to FINALLY fix the internet and then will be immediately switching to KUB fiber. GO LOCAL. rudest in store employees I’ve ever dealt with
• TC

  Tony Cohoon

  Nov 15, 2025
  1.0
  Worse experiences ever. #1, we pay for the fastest plan they offer, all the bells and whistles, and we still get sub-par performance, half and less than half of what they claim on a normal basis. #2 their support team is virtually non-existent. I called for a tech to come out and fix this issue...was on the phone with a representative for 2 hours while they kept offering me a "free" watch with a new line..and still didn't get a tech schedule date. Too frustrated I decided to let the guy go and try again the next day. Next day comes and I finally talk stern enough so that they actually schedule a tech to come out....in 3 days at noon. 3 days later the tech calls and says that he will need to postpone me until the next day. I ask what time, he says that he can do noon again... The next day at 12:30 the tech calls and says he will be running late (duh, you're already a day + 30 minutes late). Says he's not sure when, probably a few hours. I told him that I had been waiting all morning and would need to know a real time he would be here. He couldn't narrow it down any better than the next 4-5 hours. I told him just to forget it. So far I've gotten a little over 24 hours invested into calling and discussing the issue, working with a "tech" over the phone to fix the issues myself, countless router reboots, and being snuffed by an actual tech, and am still stuck with half and less than half the speed I pay for. ***EDIT TO RESPOND TO THEIR RESOPONSE*** We have done that for over a year now. Reconfiguring the modem, new modem, resetting the modem, resetting the X-Pods, etc...If I thought your automated (or eventually real tech) could fix this I would very much give that a try...but a full year of attempts leads me to believe that it will not and that I am stuck paying for the top tier plan and receiving mid-tier performance until I can switch to a better service provider. The solution is extremely simple really. Send a service tech out when you say you will, and do not allow them to be late. I have to reserve 4 hours of my day to wait on them, its literally the least they can do is show up. Or alternatively, provide service / replacement for your x-pods once someone purchased them. Paying for the top tier plan and the "warranty" only extending 90 days on your product (that literally handles that service) is scammy.

Frequently Asked Questions About Xfinity Store by Comcast