xFinityReviews 862

For the second time as many days the service in ******* zip code is down. Wednesday it was 18 hours and now pushing 12 for today. How can a company so poorly manage their system. This happens almost monthly. But since no competition they get away with it.

I just switched from Xfinity and Xfinity mobile to another carrier. Xfinity keeps increasing their price and the service is declining. If you need help from their customer service, make sure you make plenty of time to go around in circles on their automated messages. If you don't accept when they say to first try to trouble shoot through text, they will hang up. It just took me two days to go through the process of changing my cell phone # because of all the wrong answers and mistakes. I will never go back!

Xfinity is a great company when you have internet service with them on the other hand they are the worst company for customer service I've ever dealt with in my entire life. They're automated system sucks you can never get the answer you're looking for and their chat with an agent never has somebody on there that knows what you're talking about or knows what you need. It took me today to find the right person over three and a half hours on the phone and I had to verify my identity five different times and I talked to five different agents and still never got the person I needed to get to

Xfinity is the one company I believe loves to rip people off at the very best raising rates and monopolizing at its best. One thing is for sure, people go to prison for stealing though this company can do as it wants with no regard for whom it takes from the service is criminal at its best.

I had the pleasure of interacting with Hector at the tier 2 Advanced retention center of Xfinity, and I can't say enough about the phenomenal service he provided. I had a difficult return that needed to be processed, and Hector handled the situation with grace, skill, and a level of service that exceeded all expectations.

Hector's attention to detail and customer-centric approach made him stand out from other customer service representatives I have dealt with in the past. He took the time to fully understand my situation, and his ability to think outside the box helped me find the best possible solution.

What particularly impressed me about Hector was his positive attitude and motivation even in challenging situations. He was kind, courteous, and went above and beyond to ensure that I had a positive experience every step of the way. It was evident that he truly cared about my satisfaction as a customer.

In my opinion, Hector deserves a raise or promotion for his outstanding customer service skills. He is an asset to your company, and I would not hesitate to recommend his services to anyone in need of support from Xfinity. Thank you, Hector, for your phenomenal work and dedication to your clients!

The self install would have worked immediately if the Comcast end was not problematic.
To this day (months later) it takes multiple calls and wasted time with an idiot live chat after time with that made by idiots xfinity assistant.
Ultimately it seems they don't hire customer service people because they have managed to develop an automated service to ignore you and hang up on you.
The service is INTERMITTENT and they can't figure out why when it is up or down. They deny anything is wrong with it. So when a Comcast-end employee troubleshoots and agrees it needs a scheduled tech visit, XFINITY cancels the appointment by text for absolutely no reason. Then you have to call and all again to talk with a broken algorithm that pretends to review your account to link you to live chat and or xfinity assistant which cannot explain why they are so ISSUE-RIDDLED.
Unfortunately that is only a small part of my negative experience.

UPDATE - It gets worse!
My phone went offline sometime in March. I was told by "technical support" that I needed an updated SIM card and I'll get it in 2 days. 4 days later, when the card didn't show, I was told by technical support that a card wasn't ordered and I'll get one in 2 days. Card came, I got with activation and they said it would activate in 24 hours...it didn't. This back and forth went on for 5 weeks. FIVE WEEKS!
One chat agent finally fessed up and said they were having trouble with their tools and I have to wait another week and the phone will activate. Bottom line is 6 weeks, 14 hours in chat technical support and a new phone. My service sort of works. I was offered $20.
THEE SINGLE WORST COMPANY FOR CUSTOMER SERVICE EVER!
You are a fool of you have anything at all to do with this company.

When we went in to get cell service switched over the young lady was professional and friendly. I went back to turn in equipment and asked for help on an account issue.
When I signed up for Internet service the website attached my parents account (in a different city) to mine without asking for any kind of validation. Now if I change anything on my account it changes my parents account too.8 hours on the phone with "customer service" and 6 months later it still isn't fixed.
At the Xfinity store I was told "just call customer service". After explaining the situation and how it's unfair to ask me, the paying customer, to spend another 2 hours on the phone, the very same employee who sold us cell service flat out refused to help. "What do you want me to do, sir?" I said that since she is getting paid instead of paying that she should be on the phone for 2 hours instead of me. "We don't do that here.". I pointed to the sign that says Xfinity then to the "customer service" desk. She refused.
Like every other company they expect the customer to do their work for them. Plenty of help to spend your money, zero help when you need it fixed.
I finally figured out a work around myself but it still isn't fixed. TERRIBLE service.

For over two years Xfinity has been overcharging my wife 4 to 5 time what she should be paying, $220/ month instead of $50 for an up to 400 Mbps, our internet was rather weak and slow, probably worth no more than 200 Mbps.
I called Xfinity and I was able to end my wife's account & opened a new account under my name for $50/month for Internet only of 400 Mbps speed.
They've admitted that they were overcharging my wife and they promised to refund her over $800, they've sent us 2 letters stating they owes us a refund of $800+, but it's been over a month and half, we did not receive any refund yet.
Now here is the bad news, instead of $50/ month which they said would be paid from the $800+ credit that they owe us, they automatically charged my bank acct $300 for one month. Signing up for automatic payment was a condition to get the discounted monthly fee. I switched the account to my name in April but by noted January on my account.
I look at billing details and it's absolutely ridiculous the numbers they hv on there, such as regular charge is $700+ but you have a discount of $60 for automatic payment, and $252 discount and a $90 discount and things of this type…,
Now after over 40' of wait, I got to talk to them on the phone, took one more hour of my time to verify my account info, they promised to address and fix the issue, issue me & my wife refunds for my $300 and her $800 +, they said it should b done in 2 to 3 business days. I would like to believe that, I hope I won't have to call an yell again.
Thank you for reading all this.

First Xfinity could improve the speed and consistensy of their internet service not to mention, their web site. Second they could improve their customer service. I tried to buy internet pods on line recently and the web site instructed me to call customer service. When I did, I was told to go on line and if it did not work to go buy the pods on Amazon! I was given the run around from one manager to another and finally, Anthony, one of the supervisors told me he was sorry for the bad service I had received, and to compensate me, he would send me the pods for free. I asked for a confirmation, and he gave me the phone number of his personal line (Anthony Butler: *******893. Of course I never received the pods and he never picked up the phone or returned my phone calls despite me leaving him few messages. In my neighborhood people are switching to Lumo's and I sure understand why.

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 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 process. Then I get a call a day later telling me my service is fine and they are cancelling the service call. I tell then 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. 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.

Xfinity is not JUST the type of company, but the perfect example of a business that moves into an area with less competition. Why? It's so that they can extort ridiculous charges (check how many businesses do data caps in 2023). Oh but you signed up for 600gig speed so at least it's fast? NO. Average speed 120-160mbps. They use AI to monitor and will throttle down your internet. Look it up. They are all in all - a bunch of cucks. Can't wait to switch.

My recent bill for internet included a charge for a connection of a flex box which i did not authotize.
Trying to get a hold of a life person to talk to is beyond rediculious. The automated voice system does
Not work properly i had to repeat my self multiple times and then was disconnected so i had to call
Back again and go thru the same BS. Buy the time i get a live person on the phone iam livid only to
Be told i authortized the new equiptment which i did not.After refusing to pay the hookup charge they finally
Said they would credit my bill

Don't do it! Xfinity is not a trust worthy company. I autopay every month and the have charged my account hundreds of dollars thru autopay which I never authorized. $100 was for a technician to come to my house, which was never ordered by me and who I never laid eyes on. When I spoke to customer service the said there was no charge. I can pull it up on my bank account side, but they can't seem to find it? WTF it went out of my bank account...into yours,. A bull$#*! company!

Headline says it all! They charged me for services after I disconnected them, didn't send me any messages regarding these charges, then sent my account to collections. When I try calling to dispute, I just get routed to the collections agency and have not, to this day, been able to speak to an actual person at the company. I had my credit score drop because of this, a grand total of $33 that I didn't even owe them in the first place. Terrible company. Do better.

Xfinity charges for quicker internet speeds but don't provide them. Their billing system is a total nightmare. I was charged by them on my credit card, and for some unknown reason they issued a refund to someone else's credit card. Claimed I did something wrong on their APP that caused it, I don't Use their APP. Why are internet providers allowed to be a monopoly?

I called to ask about saving money on my plan and to inquire about the fact that I am moving tv placements due to a slight remodel.
1. I asked how much it would be if I just did internet at my current speed and was told $108/ month and I just looked online and saw it is $65/ month for the same thing I currently have with you.
That alone is not only deceptive, but exceptionally poor customer service.
2. Then I was transferred to technical about having someone come out due to me moving tv's around. I talked to Garrett about the placement changes of my tv's. I explained to him what I wanted to do and wanted to schedule an appointment but he was short, inconsiderate,condescending, and basically rude. Then I asked to speak to a supervisor. That took so long I asked him to transfer me to who I needed to talk to to cancel my service. I then talked to Chris, who said he was an account manager and he was just as unhelpful and rude as Garrett. It was such a frustrating experience, I hung up.
I am currently looking into all other options and will be canceling my service, that you act so appreciative of since I have been with you all since 2005, I believe the recording said? I have paid you all a ridiculous amount of money through all these years, and have suggested friends and family to utilize your services, which they have done. I whole heartedly regret doing that especially since many of them, including my 88 year old parents, listened and went with you. I do know my parents have had issues with you as well, but thankfully. Nothing as horrific as what I had to deal with today.

I sent this over to Comcast via text after receiving a text from them asking about my experience. Ironically this is the text I received back from them once I sent this.

We are not able to handle your request. Please visit us at https://www.xfinity.com/assistant

Unbelievable!

This is the worst company actually criminal in its nature. Called repeatedly to sale me a cell phone to be covered by ACP, assured me several times it was free and covered to only bill me and repeated attempts to steal from my account over night which further let's me know that this company knows its stealing which is why you are attacking cards in the middle of the night I am contacting the BBB and reporting these criminal practices