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November 2023 by Lance Richardson
Previously upgraded my line to unlimited in store, however it never went through. Then I got hit with massive charges. I went into the store to resolve and the agent told me he could see that it should've gone through but didn't. I was told $200.00 was the instore limit for credit, so that's all they could do. ALL THEY COULD DO. After stealing hundreds of dollars from me. So instead they "escalated" it to corporate and I NEVER heard back. Now when I call into support, they're telling me the in store manager was wrong/lied and there was never any request to upgrade. This company feigns ignorance, bouncing you between in store help and online help, all while trying to waste as much of your time as possible with terrible phone/chat bots. Hands down the actual worst company.
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November 2023 by David Gus
I have never had such a hard time to get internet. Firstly the upselling was ridiculous!!!!!! I dont want your upgrades, addons, home automation and extra junk. I feel bad for people that do not know what they are doing. I would avoid them. Not alot of options but if I could have mounted a dish I would have gone with starlink. I have had zero issues at my other home. DO NOT BUY into their used car salesman tactics
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November 2023 by Jeffrey Page
They're great... until they're not. On day 2 of no internet access forcing me to go into work while sick. Never able to talk to a real person until THEY chose to do so. I did not cause an internet outage, but it will certainly cost ME to fix it. Looking for alternatives, if they even exist. At what point do we say enough is enough? At what point is my money paying for literally nothing?
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November 2023 by Dave M
1. I spent easily 4 hours on the phone this week trying to get things fixed. They have an awful automated system to get you to the right department. I was bounced around to several reps, explaining what I’ve been through and what I needed. I was promised each time I wouldn’t have to repeat myself to the next rep, and that the communication would be passed along. This did not happen. (3x) 2. I understand the customer support team structure, but there are very poor back end systems in place to process phone order upgrades. 3. I’m a current (long time) customer, and upgraded my mobile phone, which got flagged in the fraud dept. I then was called and had confirmed identity, and completed the order. 4. I asked the team if I’d have a problem upgrading the other line and ordering a new phone, to which they replied “no problem”. 5. I went online to complete the second order, on 10/12, and got flagged again. It showed an email that the order was completed. Then an incoming call came in to confirm identity, again, (after being told it wouldn’t be necessary in the previous call) so I was flagged again. 6. I confirmed the necessary information, and was told it did not work and my order was cancelled. This was before the promo ended on 10/12. 7. I was directed to visit the Xfinity store and do so in Manchester, NH. They made a note on my account. I visited the store, and was immediately greeted with “no, can’t do it”. - that’s a very poor way to start an interaction. 8. The rep said he’d speak to the regional manager, and 2 hours later (the message was relayed second hand through him) I was told that they wouldn’t honor the program. 9. The rep in store ALSO said, there’s a system wide issue that caused the fraud team to flag the second order. It’s a known issue and has been a known problem for a while. 10. I placed an order during a promotional time period, that was cancelled by a known (admitted) system glitch. I asked for a promo to be honored and got shut down.11. Outcome: Garbage company, with garbage service, with a garbage escalation process. I wouldn’t recommend even trying with this company. Stick to the big players, instead of these clowns. I was patient and tried not to make a ‘stink’ about it, but it’s a difference of $500, for an error that was caused by Xfinity. Where’s the integrity and human interaction here? Nowhere, that’s where.
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November 2023 by Brandon Chase
Worst experience ever in store. Caught me by surprise but I guess it shouldn’t have after reading the other reviews here. I tried to return my old modem, I was told the wait is probably a half hour. Meanwhile the workers hang out doing nothing. I have to wait because I need a receipt so they don’t try to charge me, so that speaks volumes about them right there. As I waited, I wondered why I’m being punished for being a loyal customer. There’s 5 people ahead. Of me still all trying to return an old device. Is there an express line for that quick easy transaction, absolutely not. Since u have no Choice you have to take their abuse.
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September 2023 by Michael D'Aquila
Everyone has their issues with Xfinity from one time to another. Can't even begin to estimate how much time I've spent on the phone with them over the years. However, credit where due I had a great experience at this store today. Went in needing to deactivate a former owners account on a property (something I thought would take hours) and was in and out in less than two minutes.
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August 2023 by Nelson Viles
We were one of the first to switch to Xfinity. I have been overpaying for 2 years and went to correct that. I also had hadn't my Galaxy z flip phone broke. So they fixed the bill and when they went to upgrade my phone they charged me twice and said their didn't acknowledge the purchase and ask me to go buy a phone from Best Buy. They had charged my card.twice for $2200 and could not give me a phone nor acknowledge how long I have been a customer. The Mgr Graham was more than rude did not assist at all even though the rep was asking him. I totally said I'm thru and canceled my contract. I was paying 300 + dollars a month for 2 phones instead of being understanding Graham could have cared less about my situation. I walked next door to T mobile and started.with them. I was at the new Xfinity store in Concord NH.
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August 2023 by David
ABSOLUTELY AWFUL STORE. IM HERE JUST TO PICK UP EQUIPMENT AND IVE BEEN WAITING FOR 29 MIN AS EMPLOYEES ARE DOING NOTHING. ONE GIRLS BEEN HANGING OUT WITH SOME GUY THE ENTIRE TIME. IM LITTERALLY TRYING TO SWITCH THE EQUIPMENT TO BEING MAILED SO I COULD GET IT QUICKER. ID UNDERSTAND IF THEY WERE BUSY OR SOMETHING. THE STORES COMPLETELY EMPTY OTHER THEB ME AND ONE GUY WALKING AROUND AND THERES AT LEAST 3 EMPLOYEES
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August 2023 by Timothy Fonte
Xfinity is a horrible company. They use sudo fiber optics. Which means it's not real fiber optics. If you manage to buy your own and a good one. They put a cap on it. My modem is compatible with 1G internet speed. They put a cap on it. I was getting 128 MB of internet speed. When I should have been getting one gig. The customers in the stores are completely lazy. You waiting there for a half an hour just to do something so simple. I hope Comcast goes out of business
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July 2023 by Jake Coutu
Worked with Joseph, and it was the easiest and fastest experience I’ve ever had in a phone store. If you go, request the goat Joseph.
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July 2023 by Diane Millard
Despite there being no less than 9 employees animatedly talking, laughing and watching the tv...not a single one could fix the problem. We left and did it ourselves!!No wonder the cost is going up, they're paying 8 to do nothing while 2 helped 2 customers!!
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June 2023 by Vicki Jones
Terrible store. I explained my situation to Jeff, I was tied up in a ghost phone sent by Xfinity to myself. Xfinity wouldn’t let me trade the phone in, they basically said it was a useless brand new iPhone. Jeff couldn’t care less. His response was “sorry, I’m here to sell stuff”. You will never have my business again.Went down to Apple and within 30 minutes I was all set. It’s not that hard to provide decent customer service.
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June 2023 by Elissa Parker
Worst customer service ever!!! Waited around being ignored by the employee helping us just for them to end up telling us we needed to cancel our order! Would not suggest this store. Worth going anywhere else
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June 2023 by Gail Duff
HORRIBLE HORRIBLE ... CAN'T GET IN TOUCH WITH A HUMAN ON THE PHONE ... WHAT IS WRONG WITH COMCAST...? WE PAY OVER 200.00 A MONTH AND YOU KEEP TAKING OUR CHANNEL 4 (CBS) off the air every day... what is going on? I WANT TO TALK WITH A LIVE AGENT...TELL ME HOW... I'M GOING TO CANCEL COMCAST IF we can't even get in touch with a human being to have a question answered. I do NOT have a cell phone, they keep saying they sent a text... you are driving me nuts.
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May 2023 by ISHWOR HODA
This company is alright but the Customer service lies to you and charges you for fees that you don't even need. The Customer service people are very rude and unprofessional in this site of Mall of New Hampshire.
