Comcast Xfinity Internet
7.0
Overall Score
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Rick Hobson Washington, DC
Customer service is nonexistent. They are polite on phone acting like they care. They do not. They lie telling you they will research your issue and get back to you, never will happen. They hang up. Ask for a way to get them back on phone, no way. Won’t give you their number, extension or work ID. Can’t hold anyone responsible for anything they say or do. Really pitiful excuse and should be an embarrassment for the executives. I can’t say enough to express what I have been through. Those that leave nice reviews have not gone through any customer service issues because they would not get help or explained on the what, why’s and how’s to correct issue. A clueless company in the communication business. Not that’s a joke.
1 year ago
Ross Arellanes Boise, ID
This company is probably the worst company ever did business with, They had me come in and pay when one payment was missed due to changing banks from another state, their internet continuously cuts out so always had to reboot. when you get a mobile line they have a great deal but ones you stop service on internet they charge you 25 dollars more because your not bundling but of course they don't explain that to you due to internet being shotty .. And customer service when trying to reach any one they are uneducated on their own products and processes and good luck trying to understand them since all their customer servers are from another country so your more frustrated trying to get any issue taken care of.. PLEASE BE AWARE THIS COMPANY WILL SCAM EVERY NICKLE AND DIME OUT OF YOU!!!
1 year ago
Christy Hyatt Charlotte, NC
WiFi is constantly offline. Customer service is like running an obstacle course. The months I've had this service have been a constant source of frustration. WiFi goes out almost daily. I swapped out the modem because diagnostic test indicated a modem issue. That didn't resolve it. I set an appointment... A few minutes before the appt window I got a text telling me that the issue affecting my area was resolved and if I was back online text x to cancel. Within the hour WiFi is down again. Same issue ongoing for months. Now I have a new appt set in 2 days instead of getting to keep the appt I waited for today,
1 year ago Edited July 10, 2023
Keith Peterson
The 2 year contract was great. Great pricing but after your 2 year agreement it’s better to cancel your service and return all the equipment. My new bill was going to be $171 after the 2 year contract was over. I canceled my service and my wife went into the xfinity store 1 hour later and signed us up for a new 2 year contract and we are now only paying $115 a month, plus you get new WiFi box and cable tv box and remote. We kept the same number of cable channels and gig sped for WiFi. It’s ridiculous that they treat an existing customer like they do. Pretty sad.
1 year ago
Joanne Madrid Wyoming, MN
I stopped internet service when moving because they did not have service in my new city and they accused me of keeping the modem when I hand delivered to a store.
I received harassing phone calls and texts for 2 months and they threatened to turn me over to collections. One day I received 4 calls. I explained over and over that I returned the box and even let them know the exact time and store agent I handed it to. I asked for a receipt at that time and was told they did not give them for the box. What?! I threatened a harassment suit before they stopped calling me.
Then a year later when trying to switch my phone provider (I had pay by the gig and wanted new service /new phone with another provider) they could not find my account! I had been paying for service for more than 3 years at this point. I spent 6 hours over 2 days, on the phone with 9 agents, trying to get a transfer pin because the online system was not sending me the pin via text (because they couldn’t find my account). I texted with 5 agents, as well. FINALLY someone was able to help me and give me a pin.
What a sh!tsh0w!
The service was never great and stopped often- but the customer service was horrible. Worst I’ve ever experienced.
Steer clear of Xfinity.
1 year ago
Cera Finney Houston, TX
I went with Xfinity due to their popularity in my area, but from the beginning they've been subpar. First, they took three weeks to set up an appointment to get my internet working. Second, they used a splitter cable off other internet customers in the building, causing my service to be slow for the entirety of my four years a customer, even though I was paying for a fast package. Third, they took over a month to attempt to fix this problem. I recommend shopping around before settling for this option.
1 year ago
Mike Seiler
I am a "Diamond" customer using them for 23 years. Support was never good, but at least they seemed to know what was happening. The last couple of years they are trying to cut cost and automate support. If you can get to an actual person they really do not know what they are talking about. If you go to a store they do not know anything more. I have had broken picture and audio for 9 days. They sent a text saying that they were upgrading my service. Then for the next two days I had text that they were still working and I would get a notice when complete. The text never came and the picture never got better. After 2 hours on the phone with agents who assured my service was working or would be within two hours I went to the store and waited. There they told me that the upgrade was still underway and I would get a text when it was done and I would get a text later that day about my visit, it never came. I get a text a day later that work is done and my service is fixed. I just need to confirm yes or no. I reply no, and they reply great to hear your service is back. Another hour on the phone with support assuring me my service was fine. Finally the set up a time to have someone come to my house three days later, it was a long process. Then I get a call a day later telling me my service is fine and they are cancelling the service call. I tell them it is not fixed, so they do more checking and tell me that I need to upgrade my box. They want me to take it to the store and wait in more lines for something which maybe will work, and why did they not tell me I needed a new box when I was in the store the last time. Their account records are not accurate or complete, the support people know nothing of what is going on, and they do not know if you service is working or not. After 9 days and four hours will I get service back in two more days, we will see, I told them to come with the new box or cancel my service. They offered a $25 credit for my trouble. I have spent over $50,000 with them and get this "diamond" customer support. Needless to say it is time for a change to find someone who can support their customers.
1 year ago
Thomas Edwards West Sacramento, CA
We changed from Verizon to Xfinity mobile about 2 years ago. We first noticed that coverage was not nearly as good in our area (Sacramento, CA and surrounding areas).
In January of this year I lost my job. We feel behind on payments, but took proactive steps with Xfinity. We called and made a payment arrangement for our last due balance.
On the due date we owed $88, we rounded up and paid an even $90. Because of this we had our payment arrangement cancelled because we didn't pay the correct amount!
We called and were given some sort of grace that we could make a new payment arrangement. This time the first payment was to be $50 due on the 16th of May. We paid the exact amount of $50 on the 15th of May. We were notified that we didn't keep our payment arrangement and our agreement was cancelled.
Because we had two payment arrangements we now do not qualify for a new payment arrangement, unless we wait 6 months!
So paying extra and paying early are penalties according to Xfinity. I told them I would take my business elsewhere. Asking them for a port out pin number.
Since we still have a past due balance, they will not activate our lines in order to let is port our numbers.
My wife is a self employed hair stylist, so her number is her livelihood! I have resumes and applications submitted looking for work with my current number listed!
I spent about 5 hours on the phone with them today, trying to resolve this. Asking for a new payment plan so we could activate the lines and port them out. We Are responsible for our debt and intend on paying it. The customer service rep would not transfer me to any other area. When I finally asked to be transferred to a supervisor I was transferred to an independent collection agency!
After the phone call I went by local Xfinity store and was treated to comments like, "well if you overpay your payment arrangement, did you really need one in the first place?" I was also given the excuse that the mobile business is only 6 years old. I said so the decades of business for Comcast/Xfinity didn't give the mobile business and expertise on how to run a business or treat customers!
I'm so disappointed and want to do everything I can to get the word out of actually have someone there listen! Any suggestions are very welcome!
1 year ago
randy Marshfield, MA
we're in an apt building, and in the evenings the signal strength goes down so that to hear the sound on out TV we have to turn our amp up.. but then it'd a bit garbeled. It's obvious that there's a distribution amp somewhere that hasn't got enough strength to service all the users in the evenings.. and we'r eunable to get service from comcast/xfinity.... getting to a real person is frustrating ad almost impossible -
1 year ago
patrick hood Sugar Land, TX
I've Xfinity/Comcast for the past few years here in Sugar Land, Tx. But for some reason over the past few months the service or dare I say, "Lack of Service or just down right lousy service" has been getting worse to the point we have complete blackouts.
I work out my home and we pay $170 for internet and cable.
I also pay for VOIP service to another provider.
When Xfinity's internet is SLOW my voip phone service won't work properly and we pay Xfinity for their so called upgraded super fast speeds.....
Lately, we keep have complete black outs and nothing will work numerous times in any given day or night.
You call their service line on to get a computer who pulls up your account and tells us that they are experiencing a service outage in your area and that a service rep will NOT be able to help you at this time.
WE have called this so called service line NUMEROUS times and have NEVER been able to speak to anyone before the automated tech says- "Goodbye"
So, I go to the local store to ask for help...and they tell me and I quote: "What do you want me to do all I am is the sales rep?"
Apparently Xfinity has plenty of business and does NOT care of keeping existing customers.
All we want is to receive what we are paying for nothing more but that seems to be a Big ask from Xfinity.
Yours truly,
VERY UNSATISFIED CUSTOMER
1 year ago
Review Source
Auntie Alice Houston, TX
Can't complain about the service at this time. However the tech who installed my lines never buried the line, also ran the line through a hole in the fence intruding my neighbor yard with the line on top of her grass as well. No one has come out and a month has passed. The line is a tripping Hazzard and also has already caused my mom to trip and fall. No one from custom service still hasn't returned my call regarding this matter.
1 year ago
Faith Colorado Springs, CO
I have had a HORRIBLE experience with Xfinity. They failed to give the promotion promised and then failed to take ANY responsibility for it. I have spent HOURS on the phone, trying to speak to anyone who will take responsibility for THEIR mistake, only to be handed to person after person who said they can't help. I tried to disconnect because the service was so bad, but they want me now to pay for a phone that I can no longer return! I have filed a complaint, and though I call multiple times, they never call me back, and then have the audacity to given me a written letter saying that someone talked to me! IT is all a lie! DO NOT USE THIS COMPANY!!! You have been forwarned.
1 year ago
Ivelys Gutierrez Miami, FL
El peor dervicio que un cliente pueda tener! Un servicio sin calidad y con unos precios exorbitantes. Son unos ladrones sin escrúpulos, le roban a sus clientes. Cerre mi cuenta con ellos y aun me siguieron cobrando por 2 meses y cuando les reclamo según el supervisor Abraham, ellos no pueden hacer nada. Lo mismo televisión y cable, que telefonía movil. La peor compañía!
The worst service a customer can have! A service without quality and with exorbitant prices. They are unscrupulous thieves, they steal from their customers. I closed my account with them and they still kept charging me for 2 months when I complained to them according to the supervisor Abraham, they couldn't do anything. The same television and cable, as mobile telephony. The worst company!
1 year ago
Mrs Barrett Romulus, MI
Comcast has been around for awhile and has given a lot of people the opportunity to have internet service at a very affordable rate! That helped out alot of people tremendously
1 year ago
Mark Mayfield Fair Oaks, CA
I cancelled all Xfinity services (mobile and home internet), and you should too. I will never do business with a Comcast company again. The following is based on my actual recent (2022-2023) experience:
Customer service is terrible, worse that ATT. The barely-English speaking folks will make many mistakes. You will have to call multiple times, going over the same information repeatedly. They will, somewhat comically, attempt to upsell you services they do not understand.
Using Online Chat is just as bad. Your chat will get dropped repeatedly, in addition to the same miscommunication.
Your costs will not be what you were told. They will be different, and higher.
And, if you go to an Xfinity Store, THEY will not help you, telling you the problem is with Xfinity Mobile, and you have to CALL THEM.
I was trying to switch to Xfinity Mobile, something you think they would have streamlined. Oh no. No way.
I wasted at least 10 hours of my life dealing with their incompetence. I finally gave up. I never received ANY Xfinity Mobile services. Nevertheless, they started charging me AUTOMATICALLY for services. I stopped that once I realized what they were doing. They then refused to refund the money they took from me, claiming I owed the money for “services rendered.” Best part? I never authorized “automatic payments,” but the friendly overseas person apparently had access to my Xfinity Internet account, and put THAT credit card data into the Xfinity Mobile account that was NEVER activated. And they started automatic withdrawals. So: Incompetence AND fraud.
I’m an attorney and sent a demand letter to their “legal department” 2 months ago. No response.
This company is rotten from top to bottom. I never thought I’d say this, but go with AT&T over Comcast/Xfinity. ATT isn’t perfect, but you’ll get better internet and better phone service. And, shockingly, they are easier to work with because the ATT Stores will help you with both Internet and Phone service.
1 year ago
Pamela Smith Belleville, MI
This is absolutly the worst run company in the Universe!! All I wanted was to get rid of the channels and only have internet so we could watch amazon prime and sling but I tried and got shot around by different robo fake people. Then when I finally got a human being they brought out this little 4X4 in box and it was the stupidest thing I ever saw. What is wrong with these people. Then we tried to cancel everything but no. Finally after we stopped making payments they stopped service. So I tried to pay the final bill of 233$. They kept sending codes and I would enter then..then another..then another. I then went online and asked the question( How do you pay your xfinity bill.) I finally did it. You people need to clean out ALL YOUR MANAGEMENT!!
1 year ago Edited February 22, 2023
Brian H Rochester, NH
I am extremely disappointed with Xfinity as and their lack of customer service!!! Approximately 1-month ago I switched my Breezeline service to Xfinity. The process has brought me nothing but problems, and a feeling of regret for changing to this company.
The problem starts with the port, or transfer, of a phone number for my elderly mother-in-law that resides with me. She is hard of hearing and requires special messaging. I was ensured by the representative that her phone and current phone number would be up and running in a matter of days. I followed her instructions exactly as she explained. The phone works but the number did not change over. This resulted in 3 (THREE!!!!!) additional calls… each time ensuring that the number transfer would be complete in a matter of days. The number never successfully transferred and I was later informed that I would need to call my old provider and start a new service contract with them to complete it. I asked multiple times to speak with a Manager… this never happened. The original sales representative actually avoided my calls or rushed me off the phone assuming she realized she had made a mistake.
Yesterday afternoon I received a call from Xfinity. Upon answering I was disappointed to learn it was NOT the phone call I requested. It was the billing department. I then learned that not only was my number transfer set up incorrectly, they also never set up my auto-pay, which I did at the time I started service, but I was going to be disconnected for non-payment. It was absurd!
In conclusion, the service provided by this company, if you can get it, has not been worth the hours of my valuable time. I feel disrespected and undervalued as a customer. At this point, I have given up on the phone number, but I would just like to speak with a Customer Service Manager from the U.S.
1 year ago
jennifer Gearing
Xfinity is a piss poor excuse for customer service!!! I called for assistance and after going through string of robot links. It didn't matter how many times I ask for a representative. When I reached a human I was hung up 8 time!!! Not joking!!! Where is the customer service. Why is it so hard to talk to a human. Where is the service? After the 9 time calling I was able to get my issue resolved, but when I asked for a supervisor to complain about my hang ups I got excuse "we don't have supervisor here". l left my number and asked for a supervisor call back. I honestly believe that will never happened.
If I could leave 0 stars I would. I have never in my life been treated so poorly.
If you don't need xfinity - go with a company that will actually have people that will help you. No robots, no ill speaking english service that would rather hang up on you than actually help you with your issues!!!
1 year ago
Brooke Arnold Los Angeles, CA
And Xfinity sales person came to our door, told us we could get better internet than what we already have for half the price. We could get a free trial to prove how well it works. So we said sure, we will do a free trial. The equipment they sent never worked. We waited the whole trial period for it to get service and even called a tech for input. It never got a connection. So we sent the equipment back, this was in April, and THEY CHARGED US FOR THE EQUIPTMENT AFTER WE SENT IT BACK. And we have called them 4 times now it is JUNE. they STILL HAVE NOT REFUNDED THE CHARGE. My parents have been using xfinity in a completely different city and it has worked fine for the most part but has always been somewhat spotty and unreliable. So this is also not my first encounter with their service being poor it just crosses the line now. Hoping I save someone else from signing up
2 years ago
keith faught LA
If you are thinking about using xfinity internet, don't! We have been customers for over 3 years. Internet has been down for 10 days, had 3 technicians out. Talked to somewhere between 9 and 12 agents (lost count).
1st tech: Found box gone in neighbor's yard and said that there was nothing he could do. Commercial side would be out in 2-3 days. (Seen no one for 7 days now)
2nd tech: No show
3rd tech: Found same thing as 1st tech so went down to next pedestal and connected temporary cable. Internet worked for 3 hours, then quit.
When I called to get someone back out, they said earliest appointment was 8 days from now and there was nothing else they could do for me.
No wonder they have been loosing millions of customers in the last few years, looks like it will continue until they decide to change.
2 years ago
Robert Hoffman Boston, MA
I very rarely write a bad review. The Ivr system the company has is very disappointing. The time the system puts you through is incredible. It's like a 2 to 3 step job interview.I have no clue why they don't put actual human Beings on the phone makes common sense. The system will want to do things like a system health check ✔️✅. It's not like going to your physician it's cable lol OMG. The system will proceed to go forward with this behavior without asking. The next thing in my perspective opinion they should consider do is more people in the USA answering the phone. I realize it may be difficult getting help. If you were to get more people with higher wages. People in USA get jobs first before out sourcing to another country. That way we understand the English and how to interpret their demeanor and the customer experience is awesome. I can understand you find this Ivr system helpful and is a success. The mentality of actual human in a position talking to you is more Professional and no back forth with a Ivr system OMG. The process and time being on the phone is better Quality and rational. I can just imagine if I was elderly person dealing with this eccentric Ivr system OMG ridiculous. The time you spend with a computer and then a human eventually is 30 to 45 minutes. This is no exaggeration. Hope you consider my review I promise it will guide you to a better experience to understand what I go through. I hope going forward I wish them the best but hearing this Ivr system is time consuming and can take more time out of your day and evening.
2 years ago
Marvin Pierce Houston, TX
The residents of the Meridana Community in Iowa Colony, TX has been experiencing intermittent Internet service since Mid December 2021. After reporting the issue numerous times and the same answer are given we just stop trying and have accepted this garbage they are providing. With no end in sight this has become the norm in using internet service in this community. I'm a day trader and internet connection is vital in making trades. I've loss so much money trying to perform trades and the internet will go down. We deserve much better than this. Our contract is up in March and we are looking for a new ISP. Can anyone highly recommend a good ISP for this area?
2 years ago
Greg Malmberg Jordan, MN
I found 5g home internet. $50/mo no contract. Speeds are INCREDIBLE! up to 400Mbs. Currently have Xfinity with cable TV. Speeds advertised is up to 275Mbs. Best I get on average is 60mbs. They charge $170/mo for this.
They advertised a 50mbs plan for $19.99 per month, but since I am a good longstanding customer of 18 years, they said they could only do $64/mo at best.
I am cutting cutting cord. 5g is going to kill these cable companies and their monopoly. Best part about the 5g service I have is that it is portable! Ahahahahaha. Good luck dragging the cable cord with you.
See ya Xfinity, and I wouldn't want to be ya!
2 years ago
Maurice Thompson Snellville, GA
I am 100% fed up with Xfinity because every couple of weeks they have an outage in my area. There have been 4 outages in about 8 - 10 weeks. The outages last from 3 - 5 hours. During one of the outages, the Xfinity website and their automated Xfinity Mobile Assistant both said that there was no outage in my area but the outage map on the same page showed that there indeed WAS an outage in my area. I truly regret having them as my ISP.
2 years ago
Gozie N Marietta, GA
I have my payments on autopay and in October switched to a different card for my payments (in my review card A to card B). I have the basic internet plan that is $20/month after a $10 discount for automatic payments. On Oct 1, they charged me $20 on card A. On Oct 12, they charged me $60 on card B. On Nov 12, they charged me $92.26 on card A. On Dec 5, they charged me $65.43 on card B. For Oct, Nov and Dec, I should have paid a total of $60 for services ($20 for each month). They have charged me four times on two different cards for a total of $237.69, meaning they STOLE $177.69 within 2 months. Between Oct and Dec, I have spent almost 5 hours on the phone to resolve these issues, each time with no help. The last call they told me they would submit a ticket to their finance department but I have heard nothing. Terrible customer service, terrible business, and terrible experience for a service that consistently goes in and out.
2 years ago
Shana Oberg Albuquerque, NM
They lock you onto a contract and force you to accept automatic withdrawals from your account. When you cancel your account after your contact is up, they will continue to bill you and withdraw from your account. DO NOT return your equipment in person at a physical location because they will say it was never returned and bill you $120. And do not worry, their overseas customer service personnel will say they reversed the charges then continue to take money out of your account. THEY ARE ThE WORST COMPANy I HAVE EVER DEALT WITH. If you have other options for service, I recommend using any company but Xfinity./Comcast.
2 years ago
Trinadair Castro San Jose, CA
Spent hours on the phone and still don't have internet. I was supposed to get connected on the 1st tech left a hole in my wall uncapped and a drill in my yard along with drywall on the floor. I've been told that people were coming out on 2 different occasions for them not to show up or call. Worst experience, trying to get settled in my new address and was on the phone for 4:45 minutes this morning and over and hour the night before for me to still be in the same spot as before. So frustrated!!!!
2 years ago
Luke Swierczynski Franklin, MI
My current ISP. No issues, great speed. Always been willing to keep my business by extending my "new customer" promotions. Super fast internet, large fiber network.
3 years ago Edited November 30, 2021
Amelie Winchester, VA
For one - service is different price than advertised on internet for given area. For second... little rain and service doesn't work (not even in Xfinity store... -hint - that tells you a lot. For third - the customer is being blatantly ignored and treated as its dumb playdo. You can't opt out from automatic pay. (well they tell you you can if you call number... but you can't - because even if you reach someone (get through automatic crap machine is task for superhero) they will tell you they did that. But they did not and company will keep dipping without your consent into your credit card. If you try to call them again.. cycle just repeats... AVOID. I am happy there is new competitor in area, and will jump there and happily pay 20$ more just to have good service and treated as a customer not as milk cow for harverst.
3 years ago
Vee Orlando, FL
Definitely Overpriced! And tonight I’ve had THE worst experience! Called to downgrade only to have my services not working for HOURS! Every time I called they took it as a joke, one of the reps actually hang up on me, the other transferred me to a fake supervisor and he identified himself as one. When the next rep picked up he advised me that, no that guy wasn’t a supervisor at all. Then found out that just to have internet I would have to pay $100 a MONTH! That’s just a story short! Super stressful night for me. They did NOT care and their prices are ridiculous! Get service somewhere else guys
3 years ago
R. SCO Norfolk, VA
Over priced for very average service. I had them until I lived at a rental home that I had to move out of. Owners wanted to sell home. I had autopay and paided every month with no issues. A month and half later my bank account had a random withdrawal of $231.00. I called Comcast and they claimed i had a left over bill (but I was on autopay the entire time) and I was charged a early termination fee. By the way, they have my forwarding address tosend any final bill. They made excuses and only refunded me $140 for the early termination fee (in store credit). If you have to deal with them, try not to provide bank info. They will debit you without warning
3 years ago
CancelXfinity Seattle, WA
Do you want great customer service and the fastest speeds possible at an affordable price? Then Xfinity is WRONG for you.
If you can, get ANY OTHER SERVICE. Xfinity massively dropped the ball and decided to cancel my service instead of transfer the move as I had requested over A WEEK in advance and left me high and dry without internet while I needed to work from home (not to mention the fact that they implemented data caps in the middle of a global pandemic when EVERYONE needs the internet). I called WaveG in a panic and they were able to just flip a switch and do what Xfinity couldn't do after chatting with five different Xfinity reps and after told I would be on hold for 1 hr and 45 minutes to speak to an actual person. Wave G was able to get me hooked up with GIGABIT internet for the same price I was paying Xfinity for their lousy 200 mb/s.
On top of the criminal data caps, Xfinity also had multiple service outages in my area in the summer with zero notice or warning. I was disconnected from several virtual meetings thanks to them.
If you want faster service for the same price as Xfinity, want to talk to a REAL person whenever you have issues and not have to wait over an hour on hold to do so, and if you don't want to get disconnected while you are working from home all because Xfinity decides to do their "maintenance" on a weekday when everyone is working from home; then DO NOT choose Xfinity. Go with Wave G or, literally anyone else. Xfinity does not care about their customers. If they did, they wouldn't try to profit during a pandemic by implementing data caps to their customer base and drop people from their accounts without any prior authorization or notice when you just want to transfer your service to a new address. I guess if you want to get out of a 12 month contract with them without paying their early termination fee, just tell them you are moving. They most likely won't actually transfer your service anyway and then you can switch to a better provider.
Unless you are a masochist (I'm not judging) that enjoys getting charged for slow speeds and met with horrible customer service whenever you have an issue, don't choose Xfinity. WaveG is offering $60 a month for GIGABIT internet in select areas WITH NO DATA CAPS. Spread the word.
3 years ago
GN Seattle, WA
With many more ISP options now available today, most of my friends and colleagues absolutely despise Xfinity and will not go near them for any of their services. While the unpopular thing to do, I have actually tried to defend Xfinity, citing recent positive experiences with their install and repair technicians actually showing up on time and resolving my service issues (something that would never happen in the past).
Recently, I called in (on a recorded line) to renew my Xfinity internet service under a new 1-year contract and was promised a price on the phone that I was happy with. The agent sent over the agreement while I was on the phone but I noticed it was $10 higher than what she had quoted. She said the additional $10 difference would appear as a credit. Sounds good, let's do it. However, upon receiving my first new bill I noticed a higher price being charged than what was discussed over the phone (the $10 difference). I called customer service to dispute the billing discrepancy, but they refused to honor the price, saying that the offer was no longer available and that they had no way to make the adjustment. I mentioned that I had questioned this issue when I had called in before and was assured that the correct price would be charged—I even asked if we could listen to the recorded call, but they said that was not possible. I then asked to speak with a supervisor, but the agent said none were available and that they could call me back. I agreed, but I never got a call back.
Such a horrible customer experience over and over again. I feel foolish for trying to stand up for this company after being treated so poorly. So much for Xfinity changing their image and doing better. I am now stuck in this contract that I did not agree to and am telling the story of my awful experience whenever I can.
3 years ago
Megan Reynolds Columbia, MD
If I could rate Xfinity as less than 1 star I would. Our experience has been absolutely terrible. We have unfortunately been customers since 2013. The prices and secret fees ALWAYS go up.. our bill always has weird charges on it and has increased to absurd amounts in the past 2 years.
We recently moved to a new house and I made sure to switch the address and take our box and modem with us to the new house on December 24, 2020 where I was assured it would be plug and play. As of today, January 4th, our channels and internet are STILL NOT WORKING. I logged onto the app and saw we now had TWO active accounts. It took me 45 minutes to get an actual human being on the phone. Then another hour where I had to demand to know what they were doing because I was told over and over they were “working” on it. Apparently our service was never DISCONNECTED at the old address where we haven’t lived for over a month. (I have an email literally stating that our address change had been completed and was successful on DECEMBER 24th).
THEN I was told that we wouldn’t have any tv or Internet until at least after midnight tonight(January 4th, 2021) because it TAKES TIME to disconnect from the old. THIS SHOULDN'T EVEN BE A THING BECAUSE I ALREADY HAVE CONFIRMATION THIS WAS DONE AND SUCCESSFUL ON DECEMBER 24th. I work from home and have been without internet since December 24th! JUST OUTRAGEOUS!
I then told them I wanted to cancel Comcast completely because by this point I had been on the phone for 1 hour and 45 minutes! I was transferred to another person that I was assured could do this for me and was put on hold for another 15 minutes. When I got on the phone with them, they had no idea about anything because the first person did not relay ANY information. I had to re explain EVERYTHING while my little ones screamed in the background because they already wasted 2 hours of our day. I was told they would need my husbands authorization to make changes to the account where they proceeded to put me on hold and call him multiple times while is at work. I told them they would not be able to get a hold of him and by this point had lost my temper and was screaming at the representative about how outrageous this entire ordeal has been. Where I was THEN told I would NOT need my husbands consent to CANCEL the service. Like WHAT THE ACTUAL ?!
So now I am beyond angry and will be returning ALL the equipment in an hour. I can’t even stand Xfinity anymore.. they have wasted so much of my time and energy dealing with their ridiculous nonsense.
If you don’t want to have a stroke, I HIGHLY RECOMMEND NEVER USING COMCAST! Absolutely terrible! I will definitely be posting this review EVERYWHERE I can write a review for Xfinity.
3 years ago
Jacob Holmes Edmonds, WA
HORRIBLE CUSTOMER SERVICE! I called to make a payment, set up arrangements to pay the remaining balance Next week it was all SET &CONFIRMED but the rep said the WRONG TOTAL so I corrected him & he then CONFIRMED the correct Total. I WENT TO MY ACCOUNT TO DOUBLE CHECK & HE OVER CHARGED ME!!
Leaving my family with a few $ for the week! I’m Recently laid off waiting for unemployment benefits. I called customer service back & I got a different representative who said he could do nothing and I needed to call back on Monday because management wasn’t in this weekend then I asked him to Please ask his supervisor what to do since it was their fault and then he put me on hold for about five minutes then I was Mysteriouslydisconnected. I know he could’ve called me back because Xfinity calls whenever they need to collect a payment! Their mess up is going to affect my families finances this week!This is not OK they need to Fix their procedure on who can CORRECT THEIR BILLING MISTAKES or deal with issues like this rather than leaving their customers in a bind for their mess up!
3 years ago
Mark Jackson Chicago, IL
Horrible customer service! On the phone for hours, trying to get a new cable box to connect and work properly to no avail. A 2nd day, a technician was scheduled to be here to troubleshoot between 3 and 4pm. Nobody ever showed up. I followed up by being on the phone for almost 2 hours with no solution. The 3rd day, after being on the phone for just shy of 2 hours, a technician was scheduled to be here to troubleshoot on day 4, between 8 and 10 am. Nobody ever showed up! Another 45 minutes on the phone to hear them say the appointment was "cancelled by the automated system".
This lack of service is unacceptable. Ready to cancel Comcast!
3 years ago
Roy Hayward, CA
No star at all Very Bad Customer service a supervisor named briget from VXI BPO their outsource call center hang up on us when we ask to speak to a manager we were put on hold for a long time just to speak to a manager the first time when they rebut our modem and lost our wifi for 3hrs until the manager manage to give us a 58mbps speed. Note we ugraded our wifi to 600mbps. Technician came and was able to to put us back up to speed of 130mbps which is originally our original contract before we upgraded. Spoke to their customer srvc and nothing they can do and told me me that they will send me another technician whose going to check our lines which doesnt make sense bec a technician came already after 3days and wasnt able to do anything as well. Technician said that the their network cant handle the speed we order. Why would they sell speed they cant support.
3 years ago
John Jengel Pittsburgh, PA
I have had mixed reviews after being a customer for a few years. First time using them, I had 0 issues and decided to use them again after moving. Now, my internet will frequently drop. Sometimes there’s a week or two interval, and sometimes it’s several times a day. Very frustrating as customer service does not do a thing about it. Several calls and visits from service members later nothing has changed and nothing has been replaced/fixed. Very frustrating going through their call system just to hear them say nothing is wrong.
3 years ago
Charles Morris Jackson, MS
Xfinity has lied to me about activating my modem. When they activated it I traced the wire outside it wasn't even hooked to there box. So therefore they didn't receive the signal they claimed to have received from my equipment. they want to charge me $70 to send a tech out and trouble shoot. From my brand new equipment to the wall is hooked up with brand new Xfinity coax. From there to there box is brand new coax. No splitters or splices. Just 1 solid run of coax. I'm a electrician I've traced the wire with my tone generator (wire locator). It's 100% hooked up. They won't resend the activation signal. The problem is either in there box or there wiring. But I have to pay a tech to fix there own shit. It's not happening. Any utility company is responsible from there connection in any kind of service panel to there stations. I've contacted AT&T I'm getting the same speed internet for $10 less a month. They are even coming to my house to install every bit of it. At no extra charge. Even the stuff I feel I should be responsible for inside the house. Xfinity is scamming people out of there money. Due to the fact the average person don't know there doing it.
3 years ago
Neal Robinson Salt Lake City, UT
I recently moved to SLC and as I knew I needed both internet and phone service, I thought that Xfinity would be a good choice. It turned out I was wrong. My first visit, the sales associate was very friendly and told me that if I wanted to buy a phone from somewhere else, and knowing that I was looking for a Samsung, I was told that any unlocked new model of a Samsung would work. I went to Best Buy and bought an A51, which, when I brought it in, the same salesperson told me that that particular model wouldn't work. Because I desperately needed a phone, I gave in to his tactics and bought the phone from them. A few days later, I had plans to return the original phone to best buy when I received news that one of my coworkers had Covid-19 and that I needed to quarantine for 2 weeks. Well, after the two weeks had gone by, the return time of 2 weeks was past and I was unable to return the $400 phone. When I went in to best buy, they even told me that that exact phone would have worked and that they have set up that phone before for Xfinity. It turns out that the salesperson probably just did that to get more commission. When I called Xfinity customer service, I was told that it was Best Buy that was to blame and not them. The person on the other end of the line didn't listen to what I said and certainly didn't treat me with respect. He said that it had to be a Galaxy, which the A51 is, and when he realized that I actually knew that Xfinity had robbed me off $400, he just shifted the blame to Best Buy. If you don't want to get scammed, don't get Xfinity.
4 years ago
Sean Rego Naples, FL
I ordered a 6 pack of Xfi Pods from Xfinity/Comcast and never received them. I ordered them on July 29th when I upgraded my modem and my internet speed. After we received the upgraded/updated modem I called customer support and the agent assured me that they were reordered. After another week, I had not received the Xfi Pods and called again. In short I called 4 separate times and never received the Xfi pods. What I did notice was that my bill was now well over $1,000. Xfinity charged me 4 separate times to the cost of $841.00. I contact customer support 7 times and each time I was assured that the issue would be remedied and the agent stated "we can see that you were never shipped the Xfi Pods". On the last call that I had with them after receiving a notice of cancellation if I did not pay the balance I was assured that the $841.00 would be credited, however, that I needed to schedule a payment using my credit card and make a "payment arrangement or my service would be shut off. Of course I provided my credit card and you have never provided me the credit that was supposed to have been made last month. Your company is a rip-off and I will do everything in my power to ensure through any medium I can find to let everyone know. I am an upstanding citizen and my wife and I both have good jobs and excellent credit. This situation is as ridiculous and unbelievable as I have ever seen.
4 years ago
Olga Garcia Miami, FL
This is a lie. I bought a home in June 20th. The Xfinity tech support guy came and only installed outside my home. There were issues coming from inside the home. I called tech support almost daily cause my download speed was between 4.5 to 60. I paid for 600. I could not watch movies. Forget about wiFi in my room. I called and called and they said that advanced care technician would call in 24 hours and they never called. This happened multiple times. And when I was finally transferred to them I was put on hold for 3 hours and gave up. I got sick of waiting so I canceled and got slapped with a $220 cancellation fee. But I never really got any decent service. BUYER BEWARE instead of making good this is what will happen to you. They have an automated service so it takes a lot of effort to even speak to an agent so you basically end up in an endless loop of doing the same thing over and over. This company never use to be like this.
4 years ago
Emma Hagman Lansing, MI
I can't believe how horrible their service is. When they first set it up, the guy did it completely wrong and we had to wait a full week for someone to fix it and actually make it work. It worked great for a month. Then it was super spotty and we had to reset the modem multiple times a day to get any internet at all. We called and they said it was on our end and they couldn't do anything. Which was completely untrue. then the internet cut out completely. All on their end. It took several days to get someone out. He had no idea what he was doing, tried to leave before we knew if it was even fixed. It wasn't. Luckily we caught him in time. Took him over an hour, it started to work and then cut out. When he got it to work for a second he left without waiting. Of course it cut out once again and it's even spottier than before. So we call again. And here takes the cake. It's going to take an entire MONTH to get someone out here, literally no exaggeration. WTF. How bad is you're internet that everyone is having major issues with it??! If I could get different internet I would in a heartbeat. I need to be working from home and I can't for an entire MONTH?! Freaking Ridiculous.
4 years ago
Asher Pappas Sandy, UT
Their internet cuts out terribly in my area (sandy, Utah) but seems to work great in other areas. I just canceled my service and their agents were very helpful and understanding, they even waived the cancelation fees! They're worth a try for sure. I would recommend a Fiber internet such as centurylink or Google fiber over xfinity though.
4 years ago
curtis raymond Woburn, MA
I have literally spent 2 days trying to get Xfinity to repair my internet. They will not send a technicuan they say because of Covid yet they were at my complex on 7/18@ 9am and 7/20 @8:30 am. They have had me drive to a store to replace the modem twice, Spend upwards of 8 hours on the phone to no avail. The internet just started working again, but will go down in 15 minutes, but say they can't do anything while it's working. The message you see about customer service
is totally not true. I pay every month yet cannot do my job w/out internet. This is an example of a company that does not pay attention to it's customers.
4 years ago
Nolan Nosari Chicago, IL
I live in Chatham, Illinois & Comcast xfinity internet service is the absolute most unreliable service I have ever experienced in my life. The connection is horrible, absolutely horrible, once again, horrible. Service goes in and out constantly all day, every day, 100% unreliable. Their customer service is just as bad, if not worst. I have had this problem for many months & still not resolved. I have tried many approaches to fix this with various technicians & the issue is not in my equipment. Negative infinity stars for xfinity.
I can say this, they live up to their name ‘xfinity’, meaning, anti-infinity.
4 years ago
Robert Fort Myers, FL
I had Comcast at my business for 8+ years then they changed me to Comcast business and increased my rates. I only needed internet and basic phone and I was being charged $180 monthly. Insane! I would call them up and complain as they tried to justify there inflated charges every time. They changed my rates 1 time down to $120 then right back to $180. Apparently I signed a contract to reduce it to $120 not realizing this I changed to Centurylink paying $99 and called up Comcast to cancel there service and they said my final bill will be $1000 because I was still in contract. No way was I going to pay but now they have me in collections. Don’t use this company
4 years ago
D.F. Gallatin, TN
If I could give a 1/2 star I would. I HATE this company, but unfortunately have no choice but to use them as they do have the fastest speeds in my area and I work from home. The reason for my hatred is primarily due to the abysmal customer service. If this company was not a monopoly, they would have no customers. You cannot reach a human being on the phone or chat. My internet bandwidth has been terrible every night for a month or more and the only solution they have is to restart my modem which they say "resolves most issues". Um, I did that first thing before I tried to call/ chat because the last thing I want to do is deal with xfinity customer service. The prompts they give you on the phone basically allow you to choose to restart your modem or not and if you say "yes" they say it will take about 10 minutes and tell you to call back if there are still issues and disconnect the call. Chat is no better because you have to click on the options they give you for your issue and if you try to type in a message, they say "we are having a hard time following the conversation. Please click on one of the above links". If you ask for an agent, you get put on indefinite hold. You are basically powerless to get any resolution to your issue. Did I say I hate Xfinity?
4 years ago
samb Chicago, IL
Horrible experience at every step.
Assigned incorrect address initially. Took hours on the phone to resolve a simple issue of changing my account address
Appointment was canceled day of. Couldn't get internet turned on until days later.
Missed delivering a crucial cable.
Internet speed is 1/6th of what I'm paying for.
ZERO compensation for any of these issues.
Horrible customer service. Agents continue to tell me things that don't end up being true.
Infinity number doesn't connect you to an agent. The bot is not helpful.
Very much considering canceling and eating the cancellation fee. It's that bad.
4 years ago
Joe Bouney Wilmington, DE
I am a 45 year old business owner who has been in business for 20yrs plus.
I Have had comcast at home and my shop for over 8 years. Due to having no other choice other than them I delt with the horrible phone and declining internet they provided. I cancelled the service and was told in a contract that would have a early termination fee which has been dragged through the dirt and charged month after month even cancelling the service months ago. they said even after cancelling can still be charged 60 days later. if you are making a choice please run as fast as you can from comcast, If fios is available take it . BY NO MEANS SIGN A COMCAST CONTRACT you will regret it.
4 years ago
