Comcast Xfinity Internet
5.5
Overall Score
IanP Sarasota, FL
Unimpressed so far, and we're not even connected yet !
installation tech showed up, and said "Oh, I'll have to get a crew out to bury the fibre line under the street and across your yard, we're not allowed to sling a cable across the street. I'll put an order in".
The crew showed up a few days later and said "We're here to sling the cable from the pole across the street, to your house"
"But the tech said..". "Oh you don't want to believe anything he says" Draped the cable - coax, not fibre - across the street, and left.
Nice lady on the phone said "Oh, that's not right, you're down for buried fibre all the way to the house, I'll put an order in"
Second crew turned up today, "We're her to sling the... Wait, you've already got a cable from the pole to your house"
"Yes, you're supposed to be replacing it with buried fibre"
"Oh, we don't do that, have to put an order in"...and left.
This is really not looking good for continued service - assuming that they ever do get around to connecting it.
6 years ago
Jim Haynes Shreveport, LA
I purchased the 400 mbps plan from Comcast. I have had 2 technician visits and spent 4-5 hours chatting/phone over the past 3 months. My service is intermittent. It will go off completely then come back on full strength. It will go off 2-3 times in a 4 hour period. Hard to watch movies on wifi. I was told by 2 Comcast customer service representatives that the 400 mbps modem has been causing a lot of problems. I use to have U-verse. They were slow but the wifi was consistent. Comcast offered me a $20 rebate after three months of problems and hours trying to fix problems. They said I could change to a 150mbps service but the monthly price would increase. Very very frustrating!!
Plan to change back to uverse at a slower speed but more dependable.
6 years ago
CYNTHIA LEWIS
I find that this company like most companies tend to ignore the customers that they have now to branch out and try to establish other services that they wish to offer in other words it's all about money I feel that their cable phone and Internet is way too high for the customers that they could proclaim that they have you would think a company like roles that the prices would be Benchley come down not with this company they tend to go up higher and offer some horrible service customer service is a while if you watch a movie and it's raining outside of something has been moved he goes out do they give you anything to compensate for the time you are with our services know if you don't call they don't care if you were think with the money that they are putting out for this type of service that they would have someone who is paying a tension when they service go out it's not that I don't know because if you call they will say your services out we apologize we working on it how can you be working on when is your charge me for it to be out so no I do not appreciate Comcast Xfinity services
6 years ago
Joy Kroenke Muscle Shoals, AL
We have lived all over the US, and had many other cable companies. This is our first time having Comcast, and it's also the worst customer service I've experienced in my life. I have never once been charged by a company for a service call on their failing equipment, until now. $70 for a guy to cone out and say it's all working fine. Had to have them come back a month later, at the insistence of the tech on the phone, to fix it and replace the box again, and they tried to charge us again! Contested it, and was told by two separate people, after a series of about 14 phone calls, that we would be credited. I had paid all but the $70 charge, expecting the credit, and it didn't come. Then I got a late charge. Was promised it would be there the next month, and once again it didn't come, and I got ANOTHER LATE CHARGE. At this point if I would have called again, I'm sure I would have had a coronary...so I just paid it. Over promise, and under deliver, because they know they don't have any competition in this area. Finishing my contract, and kicking them to the curb. Highly unimpressed.
To top that off, don't try to go to the local office, because the old ladies in there are awful rude little beasts.
6 years ago
Donna Marietta, GA
Service was terrible. Could not get more than one device on at a time. Upgraded from initial service and continued to have the same problem. Had 4 or 5 technicians come out to "fix" the system and no change. Purchased a high end Motorola modem/router and same issue. Last technician came out and stated it was the modem/router without testing anything. They then charged me $70.00 and the service was still the same.
Worst experience ever with internet and I have been working in the IT field for years. None of my clients use Xfinity at home and now I understand why.
I finally cancelled the service and got hit with their "early termination fee" which was fine since I no longer want to fight to use the internet and can only have one device connected at a time.
6 years ago
Jasmin Fort Lauderdale, FL
I've paid $29.99 a month for basic internet, since Oct 2016 and always have been signed up for snail mail billing. Comcast put me on an email billing to an email that I never created and changed the internet cost from $29.99 to $84.99 a month, which I WOULD HAVE NEVER AGREED to paying, which is nearly 3 times the original cost. Once I realized the billing amount I went to the store and made sure the manager was emailed and notified in person to get this fixed and resolved. Come February still no solution, I agreed to cancel the internet services thorough them, since they clearly stated I could no longer pay the agreed amount of $29.99 and that the new cost was $84.99 (which supposedly is the cheapest as well). When I questioned a cheaper cost advertised online they said I couldn't get that promotion. Come June, now I'm in collections for unknown reasons when I'VE BEEN ASKING TO FIX THE ACCOUNT FOR OVER 6 MONTHS! No one seems to care, so hopefully the world will know what crooks this company is who is partnered with NBC. COMPLETE SCAM! BUYER BEWARE! Their own staff admits to scamming people, especially the poor and uneducated. This company should be SHUT DOWN or at very least PUNISHED FOR THEIR SALES TACTICS!!!
6 years ago
Sara Christensen
I have generally had very reliable and fast service. I have alsohad great customer service whenever I've needed to make a call or go into the store for service.
6 years ago
Barbara F Fox
They are very thorough when they come to your house to connect your services. They also are on time. However, I do believe they are overpriced. They should offer more affordable packages & discounts for seniors.
6 years ago
Derrick Durden Marietta, GA
I have had xfinity internet service for 2 months now and the experience has been horrible. The internet download speed is very fast, but the WiFi drops constantly throughout the day. As I work from home over a vpn, this is especially frustrating. I have had at least 4 tech visits that went from running a new line from the street, changing the modem, and a couple said that the problem was due to maintenance in an adjacent neighborhood. The problem has seemed to have gotten worse after replacing the line! I can’t take anymore. I will accept a lower speed with another provider. What good is high speed if it doesn’t stay connected?!! I should have learned from my experience with their crappy tv service. This is just awful. If you’re in the market for an internet provider, I highly suggest that you consider someone other than xfinity. This is just plain sorry that they can’t provide a stable internet connection
6 years ago
Steven Wagner Longmont, CO
My actual customer experience has been good. But the prices are incredibly high and they do a lot of things that I think would take advantage of people who don't know a lot about modems, routers and the internet. I'm only with them because I waited long enough for them to offer me an good introductory price, but will be leaving them when its over when the price will increase about 150%.
6 years ago
A customer Bolingbrook, IL
A technician came onsite to fix an issue with service. He stated there would be no charge as it was the company's fault. I was charged. I called on 4/29 and they said they would remove it and it would show in 24-48 hours. On 5/4 when I called back as it wasn't there they kept me on hold for 15 minutes searching for the call logs to prove that I was told this. They would not allow me to speak with a supervisor or manager. They acted as if they were doing me a favor crediting me for something that should have never been billed. This last rep says that it has been removed, but was unable to give me anything in writing prior to getting off the phone so I have little faith that this will be done. Aside from the actual service being spotty, the customer services is horrible!!!!!
6 years ago
Samantha Colorado Springs, CO
I mimic those reviews that speak to unbelievably frustrating dealings with this company. Getting the run-around on the phone was impossible and took way too much of my time. Having them for both internet and tv made it even more painful because internet drops were about once a week on standard. That is NOT ok if you work from home. In addition, I have young children that like to rent movies from time to time. One month, we were not able to rent or buy any more movies as we had reached some kind of "limit". Now, you tell me if it makes since that a company actually puts a limit on how much money you can spend with their company? Seems to me that is counter-intuitive to growing a business. They were for a time the only option, but as soon as I learned other services became available, I am now happily with Xfinity behind us. Incompetent and often inaudible phone personnel and managerial staff that does nothing to serve their clients. NEVER AGAIN!
6 years ago
C. Grace Las Cruces, NM
+J.M.J.+ I'm a long time customer. Over the years it's been a headache doing business with Xfinity for many reasons. Unfortunately, the problems have only gotten worse- especially in the past three months after one of their agents made a mistake on my account and I'm now forced to pay a higher price then what I was originally quoted. Their customer service has wasted tons of my time. With every agent I spoke to (sometimes I had to speak to multiple agents on the same day– what a runaround) I would get a different or contradictory story! Their billing statements are very confusing and information provided by their agents and supervisors is extremely inconsistent. Yes, I had to take some issues up with supervisors after no satisfactory answers and/or contradictory results from agents. I only do business with them because I have to –they're the only high-speed internet provider in my area. The day that a competitor moves in with high-speed internet I'll be saying goodbye to Xfinity forever!
6 years ago
Jenn D South Jordan, UT
Other than initial installation (always a pain), I have had nothing but a positive experience with them. Internet generally fast, reliable, and competitively priced
6 years ago
Dogmomma Reading, PA
I used to live in Philadelphia many years ago and had Comcast service for a while. It wasn't too bad compared to Verizon as far as the service and pricing. Because they had some competition there, they had to keep their pricing competitive. But their service has NEVER been good. It has always been an issue to get help with technical problems. Now I live in Reading, PA and they are pretty much the only game in town so they can do as they please and the customer is left with little to do about it. First, my service has been spotty at best. I have had internet connection issues for a while. After many calls to tech support and a couple of technicians coming out to check it out, the problems persist. My 2 year contract just ended and they have raised my bill by $25/month. I have called them to see if I can get into a different package or some other way to lower my bill back to what it was. So, they have "rules" about switching customers from one "bundle" to another. If you switch bundles, you have to go into a more expensive package ... WOW. And to keep just internet and phone service (as opposed to their triple play package I currently have) would actually raise my bill an additional $30/month. WOW. I guess this is the benefit of having a monopoly, right? Just what every customer wants, to pay a whole lot more for service that isn't even up to the standard it should be and then get the crappiest customer service any company has ever had. I have to figure out how to get internet connection with a different provider and Comcast can keep their "bundles!"
6 years ago
Manvine Bharj Chattanooga, TN
Xfinity's customer service and internet service are awful. When I first signed up with Xfinity, they said I should be able to use 3 devices on the speed I bought; however, even when I was just streaming the connection was incredibly slow. If I wanted to be to on my computer and watch Netflix, one of them would stop working. My package was suppose to include streaming speed but it clearly did not. Then I was stuck in another year contract with them but I had to move for work. They had told me that I could transfer my services and if they could not, they would call me back and let me know. I never received a phone call so I assumed the services transferred like they said. When I finally moved, the services were not transferred so I called Xfinity to see what happened. They said they could not transfer it (but like I said before, they said they would call if it couldn't be transferred) and that they would not charge me the early termination fee for their mistake (I was told this twice, not once, twice). Fast forward a month, I get a charge for early termination. I was on the phone waiting for an HOUR to talk to the supervisor because the initial person could not help me. All of that to tell me, there's nothing she can do. Even though, in the first place they made the mistake of telling me services could be transferred and it wasn't and then telling me twice the charge was waved but it wasn't. Awful service all together.
6 years ago
Carla Ruiz Davenport, FL
On 3/31/19 a technician came to our new home to setup cable, security and internet. An hour after he left all services went out. We called and were told someone was working on it and it would be back up shortly. Since this is not our main residence at the moment we believed what we were told and went home. On Tuesday 4/2/19 I called again now regarding issues at both our properties, after an hour and a half on the phone the issues at our main residence were resolved but I was told since there was no signal at the new house they needed to schedule a technician to come out. I explained that it was important to have someone out by the following day because we were having visitors. I was told this was impossible but the tech was escalating this request to a supervisor and I would be called back within the hour. I never received a call but I did receive a text confirming an appointment for April 5th between 3-5pm. Not wanting to continue making calls I accepted this and moved on. I received 4 follow up text messages confirming the appointment. At 2pm on April 5th after my brother left work early and drove an hour to wait for the tech we received a call stating the appointment was cancelled due to a computer error and they could come out the next morning from 8-10 am. The next morning would be Saturday 4/6/19. Immediately after hanging up I received a text confirming an appointment for 4/10/19 from 8-10 am. Xfinity does not in anyway value their customers and I hope whoever is considering getting their services reconsiders.
6 years ago
Roopak Bountiful, UT
This use to be my favorite company. Until I start talking to their customer service agents. 2 weeks before moving to the new location I called Xfinity and explained that "hey I haven't moved but I will be moving what is the process to move service" Agent checked if they provide service in that area or not. Since we were moving to the same zip code they said yes we provide the service and it super simple to move service to the new address. said the agent and start trying to sell other services of xfinity instead of talking about when we are moving and what is process. Finally a day before moving I called and they said that they schedule a technician in our area and they will call in two days for appointment so they can come and install the network since it's newly constructed home. 2 days went by no calls. I called third day another agent said will have technician call you in 1 day. No calls came. I called back 2 days later another agent answered and said no ticket was created for your service so we have to restart everything. seriously? I work from home and I been skipping work because of that. She assured me that she will expedite the service and will give me a call in 2 hours and she gave me her direct extension and she told me if don't answer just leave voicemail and she will call back within a min. 4 hour pass by no calls. I called back on that extension and left voicemail and no call back. another day pass by. I called back again and and requested to speak to supervisor and they hang up on me. I pay my bills on time and been with them for a while and this is how they treat me. I called about 8 times and every time I have to give them my old address and new address and explain them why I am calling. They don't write any notes or nothing. Wasting my time. I would say go for another internet company who treat there customer better.
6 years ago
CB Scranton, PA
Back about a year ago, I signed up for Comcast's Gigabit Pro service. I was delighted to have such great internet at my home, and at a super low cost. I told everyone about it. Talked about it twice on Reddit. Posted in industry-specific Facebook groups. Even referred colleagues to sign up. In total, I believe the account rep I was sending these people to had at least 10 people calling him looking to get it set up. No matter how many people told me Comcast was the devil, I was there telling them otherwise. Telling them how great Comcast was. How they're becoming the best ISP in the world. It took a lot for me to say that, as a great friend runs a small local ISP.
About 2 months ago, I decided to move. Called Comcast, explained to the agent that I had an odd account. Was told that it wouldn't be an issue, would be moved without a problem. Called again, confirmed again. Of course, on installation day, the subcontractor cable guy had no idea what I was even talking about. 3 hours later, I settled for cable internet with the idea they'd actually hold up their end of the promise.
2 months after moving, I still don't have my Gigabit Pro service and Comcast is refusing to even look into my case where 2 of their agents told me that it would be moved just fine. Comcast is saying that since it's a specialized service, they do not have the permission to tell customers it'll be moved.
Now, they're telling me I never had it. They (specifically Hakeem, from the escalations department, who's a total brick wall) cannot explain why I had a Juniper ACX2100 on the account. They cannot explain why I paid a $500 installation fee. They cannot explain why there's fiber at a random apartment in Scranton, Pennsylvania. They cannot explain why they can't go back and listen to the 2 calls from when I confirmed the move.
What they can explain is how they're unwilling and unable to do anything at all to waive, decrease, or defer $5,612* of charges they're claiming it would take to get service installed at my residence. No matter how many times I bring up the confirmation of the move, where it was confirmed that I'd have no problems with my new address, they won't even apologize. Great way to treat a paying cheerleader.
(* = $1,012 construction costs, $1,000 installation fee, and $3,600 of additional monthly charges)
6 years ago
Kim S Hobe Sound, FL
I give this company and their service no stars. They are the worst. I think they need to look up the definition of unlimited in the dictionary because they clearly have no idea what the word means. I have unlimited internet, but continue to be charged for overage. What? Don't bother to call them. You will be transferred numerous times and left on hold. In the end, they will do nothing. However, they get nasty when you suggest that they give you a refund for when your service is down. My service goes down if it rains or is windy. I have also noticed it goes down almost everyday around 4 a.m. for about an hour. They also increase your bill with no explanation. Good luck getting anyone at customer service to explain that. As I said. The worst.
6 years ago
Not Renewing Portland, OR
Signed up for Xfinity On Demand Pass. Server was busy for a week. Called to troubleshoot it with them and a customer service rep could not understand english kept saying "You want a credit!". I never said anything about a credit but after trying to troubleshoot it with her I gave up. She charged $16 for 2 days of use (I was on it for maybe 30 mins on the day it was purchased and it went down). It should have been $1.83 per day (she insisted I had used it the next day, which I know it didn't because it wouldn't sign on to the service). I disputed the bill at my credit card co so we'll see what happens. HUGE waste of time and still crap service. I used to be a customer for decades but then moved and their service had slid downhill so I didn't renew with Xfinity. Will not use again especially when customer service can't even understand English.
6 years ago
Holly Sherman Winfield, IL
Quite possibly the worst customer service company I have ever in 50 years had to deal with. If you don't mind fighting every billing cycle for screwups on your bill, or having your business grind to a halt and lose valuable customers or spending hours (I mean hours!!!) Arguing with incompetent Representatives then by all means sign up! Its the attitude of shut up and take it!
I have had my Million Dollar business endure heavy loses due to service interruptions and spent days waiting for a service tech to come out and fix it. Meanwhile no compensation has ever been made.
I have had their service for over 20 years and have never been happy with their customer service.
All other services have had amazing customer reps who truly bend over backwards to address your issues, but the quality of their products have not been less than superior. So once again we are back to take and shut up until they start caring about their customers.
6 years ago
David Perrin RN
Way too expensive. They create bundles of internet and or TV to keep the cost as high as they can. Not very much competition around. Plus if your late on the bill they just let it roll over without good follow up calls. So if you forget you could end up with 300 to 500 dollar bills.
6 years ago
Deron A Wells Vancouver, WA
Long-time customer, Comcast offers the fastest and most reliable internet of those that are available in my area. Customer service is still problematic and continues to need improvement.
6 years ago
Anne Frank Colorado Springs, CO
Combination of services, hower the billing jumps drasticly after the promotion goes away and their is no negoiation available. Unless you cut your tv service. Then only thing to watch on tv is pretty much crap. So there it is.
7 years ago
Keyuan Wu Jersey City, NJ
Totally monopoly, by just claiming the charge is valid, the company charges you recklessly because you really don't have another choice for internet. The company charged me One-Time Charges Professional Install $59.99 TWICE totally $119.98. The first time they claimed it was on 11/11/2018, but I never saw anyone showed up, and when I called to confirm my appointment, they told me it was cancelled but I never did. The second time they showed up on 11/18/2018, and did the installation. However, both the customer service and the tech told me that I should not be charged unless it was my modem problem, which was indeed the case because it was their wiring issue. When contacting with their agent, they told me there is no notes left to indicate the fees will be waived. Well, you can contact your tech to verify. If your people didn't leave notes, it's your problem. Also my service started on 11/18/2018, but they charge me for the whole month.
7 years ago
CRSK Englewood, CO
Used Comcast for over a decade and I never actually got the speed I was paying for but it was close enough not to switch to a competitor. Up until I moved to Denver which offered gigabit internet packages. I was excited for the new speed so happily jumped on it expecting to actually receive around 800mbps of the 1000 I was paying for (single wired connection speed). Had the internet installed, and internet tops out at 350mbs. Called support they tell me it's probably my modem (even though it was an expensive gigabit modem) so they sell me their modem, which gave no increase in speed. They send out a tech, check the walls and connections and tell me everything is find on their end and the hardware and they dont know why the internet is slow and they leave. So I call xfinity to downgrade my speed to a 450mbs package so I can receive around what I pay for. Now I can only receive 149mbs max and support just tells me there is nothing they can do except sent out techs, which dont shop up and just mark COMPLETE on their work order to show they came and tried to fix it even though we never see them. Absolutely poor customer service and not providing your consumer what they pay for.
7 years ago
D P Vancouver, WA
I contacted them about an over-billing situation and they offered a refund. Was told the refund would be there in 5 business days. The days elapsed and the money was not there-- I need it for medicine and food. Now I cannot get medicine and food after believing them, and I am in pain and can be hospitalized. I was told 'too bad' by a nasty customer service rep that they didn't care at all.
Another thing that happened was a repair man entered my home to service an outage. He lied about what the problem was very overtly. I do not like people invading my home on excuses then lying to me when they are in there working on my property.
XFINITY is criminally dangerous.
7 years ago
Angie L Hanzel Saratoga Springs, UT
We have had Comcast as our Internet Provider for over 8 years. Overall it hasn't been too bad but we have had several times when our Internet has been slow. They have been good to work with us though on replacing modems or to trouble shoot .
7 years ago
Harry Rauch Atlanta, GA
Comcast is the most frustrating, dysfunctional, and dishonest company I have ever encountered. Let me give you a quick rundown of my experience:
YEAR 1:
- I sign up for 12-month internet-only plan at $44.99/month (you ACTUALLY pay about $55/month) (there's also a $5/month discount if you do autopay and paperless billing, which I do from the start, but never receive the discount)
- around month 9 out of 12, Comcast raises our rate to $74.99/month with absolutely no explanation
- I ALSO realize I have never received the promised $5/month discount
- I call Comcast to fix the obvious billing mistake (FIVE TIMES, because they either accidentally hang up, or they don't fix the issue and I have to call back)
- They eventually chalk the price increase up to a "system error," and credit me what they overcharged.
- They tell me they'll enact the $5/month discount for the rest of the year (they never do)
YEAR 2:
- I sign up for another 12-month agreement at $44.99/month ($55/month) because Comcast was still the only option
- Around month 9 out of 12, Comcast raises our rate to $100/month, but I don't realize it until near the end of the contract
- ALSO, we have STILL never received the $5/month discount
- I call multiple times, trying to solve the issue
- Again, Comcast chalks the mistake up to a "system error," and promises to refund what they overcharged
- The following month's bill is for $100, and there's no refund
- Planning to not-renew Comcast services, I schedule an install with AT&T, who has JUST moved to our area
- I call Comcast to cancel the service at the end of the agreement (you have 30 days to cancel a new contract without any fees)
- They blame the billing mistake on me and claim that I owe them money. I explain the situation, they investigate further, realize it was THEIR mistake, apologize, and say the refund is coming, and I need to return the equipment within 10 days
- A week later, I still have not received the promised refund
- I return Comcast's equipment in-person within 10 days and speak with a representative about my refund
- This representative is extremely rude and yet again blames the billing mistake on me
- The rep looks at the system (after complaining about having to actually do her job) and realizes that it was in fact COMCAST'S FAULT. Apparently, when they fixed the billing mistake in the first year, they "accidentally" backdated the 12-month agreement, so their time frame was actually off for both contracts)
- She says they'll (FINALLY) process the refund and we will be all good
- 1 week later, I get a bill for $291 for "unreturned digital equipment" and a "previous unpaid balance." (First of all, I returned ALL equipment in-person. Second, not only have I always had AUTO-PAY, but THEY OWE ME MONEY, NOT THE OTHER WAY AROUND).
I just got this bill today, so we'll see what happens. All I know is you're better off bashing your head against a brick wall than you are signing up for any Comcast services.
7 years ago
Rachel Austin Littleton, CO
Comcast Xfinity advertises that they make moving your cable & internet services easy - my move with Xfinity was absolutely terrible!
After going to an Xfinity center in person over a month in advance to arrange all the details of my move in services, I moved just across town & found that I had NO services set up. I spent almost 2 hours on the phone with Xfinity customer service getting passed around to a string of incompetent people who kept giving me different answers as to what the problem was, none of which were correct, then a service technician was finally sent out to establish service at our new home.
Five months later - I received a bill from a credit collection agency from Comcast, although I had been establish online for quite some time with my Comcast Xfinity account and paying my bill every month with no notification of an outstanding unpaid amount & no problems.
So back on the phone with Xfinity customer service, getting passed around to a string of incompetent representatives who have no idea why I wasn't notified about the outstanding bill, and express not ONE OUNCE of concern that I'm upset they've sent a bill I wasn't even notified about to a collection agency, after being customer with their company for a number of years with on-time payments.
I then went directly to the Xfinity Center close to my new home in Highlands Ranch, CO, requesting a manager because I had a complaint. I was simply passed off to the the next customer service representative who was completely curt, smug & unapologetic about my concerns - but did explain that the reason I did not receive the final bill & it did go to collections is because they were ultimately unable to transfer my account & services when I moved, so they had established a new account & services in order to get my full Xfinity services to work at my new home - something I was never informed of.
According to this customer service rep, that wasn't really Comcast Xfinity's fault, just an unusual circumstance they had no control of!
This company has completely incompetent & terrible customer service representatives - and they ARE NOT set up to transfer services seamlessly or successfully when you move.
7 years ago
Alexandria Brashear
I never have any issues with my internet or cable service. The app is useful and easy to use. Makes setting up your account or changing passwords very easy.
7 years ago
Squeaky Chicago, IL
A few years ago, Comcast slammed me into a 2-year, high-cost contract without my knowledge. They did it to millions of people, and if I'm not mistaken, a class-action lawsuit resulted. When my contractual two years were up, I cancelled service and returned my equipment--and thank goodness I had the presence of mind to ask for a receipt, because they billed me for months for almost $500, claiming I never returned the stuff. After they sent my account to collections, I was able to show the receipt to the agency and they cancelled the debt. I spent YEARS in hell with Comcast.
So, quite naturally, I swore I'd never give them another dime, and for 15 years, I didn't. Then I moved to my current neighborhood, and this horrible scumbag company was my only choice. So, against everything I stand for, Comcast is again providing me a service (Internet only; I haven't had cable for years). I detest them with every cell of my being. And they still suck, and are still raping customers for huge amounts of cash for crappy service. My bill doubled not long ago and when I called to find out why, they had no explanation (and would not reduce it to the former amount). Calling them for any reason is like having to shave my head with a cheese grater; it's painful, bloody, time-consuming, and I can't wait for it to be over. They charge huge fees to come to my home and fix problems that are THEIR fault. One of their customer service people added cable with every premium channel to my account because he was pissed at me, and I didn't find out until my next billing cycle. It took weeks to straighten that out and I had to get my bank involved. Such a horrible, horrible, horrible company. I hope for their complete dissolution in absolute disgrace.
7 years ago
Ryan Schukei Presque Isle, MI
The service slows down occasionally so I almost gave it four stars. It does provide excellent connectivity otherwise. It is faster than my previous provider.
7 years ago
Katherine Hammond, IN
Customer service is beyond inept. Initially called in just to transfer services to a new address. I got coaxed into an upgrade (promotional discount) where I'd be paying about $40 more than my original bill. During the first call with a Supervisor I was told I would receive discounts. I was then transferred to the billing department where I never got to speak to a Supervisor. Requested a call back. Never recieved a call back. In total this took about 2hrs out of my day. The next day called again. I was promised by an executive account manager that a Supervisor would call me. That the two previous Supervisors would be reprimanded. I received a call back finally, but on a Saturday while attending an event (completely inconvenient) Supervisor said he would call back. Well it's been 4 business days. I have yet to speak with a Supervisor in regards to this "Promotional Discount" that apparently each Supervisor gave me incorrect information about.
7 years ago
LarryEdwards Wilsonville, OR
Problems have been infrequent, and they have been responsive and helpful when problems have occurred. They have continued to upgrade equipment when available.
7 years ago
RAYMOND CRESPO JR Houston, TX
I rate them thus because they are reliable, very few interruptions; and there is no provider that can claim they are free of interruptions. Four stars is an excellent rating on my part.
7 years ago
Stan N. San Jose, CA
Usually, I don't write reviews, but this case crossed all boundaries. In a nutshell, it's hard to believe that a huge company like Xfinity could act this way.
Story nr 1.
I used Xfinity internet services and paid $80/month at the same time when a friend of mine living in the same building using the same services with the same speed paid $60. The service I am talking about is the Internet package to 200/mbps with BlastPro package and no annual contract. But the story not about this. Once I checked my bank account and saw that Xfinity charged me $104 per month. I contacted support, and they said, oh you know, you use our services more than 12 months, and the offer was active for 12 months that's why we charge you more now. Without any notice, without my permission!
I said, if the offer expired, disconnect me from the service, but who gave you the right to charge me more without my permission. I asked for the reimburse of the overpaid amount. After, the operator said, don't worry I have an excellent offer for you, the same service with the same conditions but for $40/month. I clarified several times about the price, speed and contract length and other terms, etc., because the offer was suspiciously good. They sent me a contract with the price $40, I signed. After a month I paid $40 for the service, but on the second month, I saw a bill almost $80/month.
I contacted support again, and they said I am a liar, and they couldn't offer me the terms I described. I asked, why I had a bill $40 for the first month? That's because we gave you credit for $20!!! That's it. This is how Xfinity cheated me for the 1st time, but we agreed on the price $60/month.
Story nr 2
After a month, when I made regular monthly payment, the next day they disconnected me from the internet. I contacted them, they said, sorry, something went wrong, don't worry I will restart the service for you. The internet was restarted, and after several days I receive an email, please sign an agreement and the agreement with entirely different terms I had before they disconnected me. The internet speed changed from 200 to 60mbps and with minimum 12 months contract. And this is how Xfinity is trying to cheat me for the second time.
Now I am chatting again with their support, spending my time and now I save copies of all the conversations, I have with them and recommend you to do the same if you deal with Xfinity.
Goodluck you Xfinity if this is a way you do your business.
7 years ago
Theresa Gowl Kissimmee, FL
Was suppose to work tonight and here at the house totally bewildered at midnight. My internet with COMCAST XFINITY has been on the fritz for the 6 month's I have had it.
So two days ago spoke with them and it appeared the box was faulty. So we schedule today at noon for the box to be replaced. The guy arrives at 12:30 and the horror begins, He keeps telling me the line is bad. It ends up he destroys all of my working internet and TV's. 8 Hours later another contractor comes out and fixes everything back to where it is suppose to be. I have had it with comcast!!!!!!! ALL DAY COMCAST REALLY??? I still have a wire in my front yard that they never bury.
7 years ago
Emerald Scott West Jordan, UT
The internet is the best for the price, but their customer service over the phones is the worst I've had to deal with in a long time. It takes hours to get anything done that way. If you want something it's best to just go to a store and talk to a person directly.
7 years ago
Nichole Davidson Sandy, UT
I've never had a good experience with Comcast Xfinity nor has anyone I know.
Customer service doesn't know much or how to help, especially if you get some sort of deal through your HOA or through a 3rd party provider.
The modem/router they provide is poor quality so when they say you're getting a certain speed it's only if you go out and buyer an expensive modem/router and even then you still won't get what you're paying for. They inflate that number as a possibility.
8 years ago
Vanessa Call Lehi, UT
Unfortunately, this was a bad experience overall. I have not used Comcast Xfinity for about 2.5 years because I feel the service was so horrible - both towards me as a customer and the actual internet.
The internet service constantly went out, and I had to reset the whole system in order to get it to work again. That is fine if it's something that needs to be done monthly or periodically, but every few days is too much.
Additionally, I set up my automatic bill pay multiple times, and each time received a confirmation that it was set up. I did not receive paper bills, but was set up electronically, and each month would see the bill come through, knowing that it would remove from my account on the due date.
Yet every three months, I would receive a shut-off warning for lack of payment. I'd go back to check that indeed, I had never been charged each month, even though I had confirmation that the bill pay had been set up. Each time I called customer service to get it sorted out, they all treated me like I had not set up the bill pay correctly, so that is why it did not work. When I provided the email confirmation, proving that it indeed was set up correctly, there was always other excuses as to why it was my fault it didn't work - my card had expired (it didn't), my bank had declined payment (they did not), etc.
As soon as possible, I cancelled the service and found a local provider that provides a better service, at a better rate, and is happy to help with any questions or concerns (which has only happened twice in the last 2.5 years vs every month).
Sadly (yet not surprisingly) I have zero desire to ever work with Comcast again, for any services.
8 years ago
Derek Heiner Centerville, UT
I've been using Xfinity internet for a couple of months now and most of the time it runs really well, other times it will randomly go out for no reason. I feel like I'm spending too much for fast internet for it to go out for no reason.
8 years ago
Stevie American Fork, UT
My children tell me it's the worst service we have ever had. They can't get internet on their phones or x-box in the basement right under the modem. Yes, we tried an extender. Very frustrating since we switched from a reliable, good company to Xfinity because they claim to be the fastest. Unless you live in a 10x10 foot house, it does not perform. And they have to run ugly cables all through your house. Not worth it, stick with phone line internet!
8 years ago
James Herrholz Sarasota, FL
I have been with xfinity for over a year now and I haven't had any issues until a sales rep called my phone and convinced me to upgrade to a bundle package with the total price being $50 and change including taxes, fees and auto pay/eco pay. I made sure to continuously ask that that was the final price and she agreed that it was. I accepted the offer and awaited my first bill with my faster internet and packaged deal. It seemed like an awesome deal! But.. when I received the bill it was almost $20 dollars higher than previously quoted! I decided to call customer service only to be told that if I wanted to go back to my previous service of just the internet that I would actually be paying MORE than my current bundle!! Evidently there is nothing that they can do for me and they just lost my business. No wonder your average is 1.2 stars. You profit off of lies and deceit.
8 years ago
Pete Centerville, UT
I've been using Xfinity for about a year now and it has been good so far. There are times where the internet slows way down, but it usually only lasts for about a minute or so. Other than that things have been really great.
8 years ago
Lindsey Andersen Provo, UT
The customer service is awful - I have been messed over several times, and it is difficult to speak with someone who actually knows exactly what the problem is and how to fix it. I have been flat-out lied to by their reps saying I could return to my original plan when I had to up it for ONE MONTH. Then, I couldn't return to it and had to pay MORE. The coverage is sometimes spotty. The only thing I love about Xfinity Internet is the fact that there are hotspots for free all over. They are the only provider in my area, so I have to go with them, but they have some of the worst customer service I've ever experienced.
8 years ago
Matthew Purtle Olathe, KS
I was duped into a technicality in a contract with Xfinity. I moved home after military service fully intending to bring along and use my Xfinity service, which I liked. When I arrived I was told Xfinity could not service my location, that my service would be terminated and backdated to the date I moved out and I would have a credit on my account. I was thrilled at that moment how smoothly the transition went and sad I had to lose Xfinity. I was in a temp rental at the time which only provided AT&T so I figured when I moved maybe I could get it back. Then a couple weeks later Xfinity direct debited my account for over $600! I called to find out it was an early termination fee. After further discussion a representative named Princess told me I had signed a contract stating if I moved out of their service area I would have to pay and I should have moved to an area that they serviced! My jaw dropped. I called my bank which is awesome and they said it was not right. They returned my money and started an investigation. A month later I thought all was good then I started getting letters and calls from collections to collect $560. I called Xfinity again only to speak to a lady who this time said that it was an invalid charge as I did not cancel but they could not provide me service. She stated the issue would be cleared from my account and she would notify collections that it was an invalid charge. Two weeks later collections is calling me again. Xfinity coming after me for $560! I called again and was sent to “the highest level” for over an hour of discussing. Relentless, they would not give up until the money was squeezed out of me. Given their multiple mistakes in telling me my account was cleared and even being told at one time I was getting a credit they decreased what I had to pay down to under $200. I was still not happy with that but I begrudgingly paid to protect my credit. I am now in a home that Xfinity services. You tell me, would you come back to them after that?
8 years ago
Doyal Stewart Salt Lake City, UT
For a long time, and still is the case in a lot of places in Utah, the only internet options were Comcast and CenturyLink. Comcast was the better choice out of the two. Comcast offered higher internet that didn't cut out as often. They were a bit more expensive, but worth it. I no longer have Comcast however, and am happier with what I have now.
8 years ago
Kory Staheli
I have generally been pleased with Xfinity as our Internet provider. I am pleased with the speed but too often (more than once a day) I get the "no internet connection" message and have to take the time to reconnect. I'm almost always able to reconnect within a minute or two, but it's frustrating and time consuming.
8 years ago
