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November 2023 by Virginia Garland
I've been struggling for 3 days to change my WiFi password. Stephanie had me in & out in 10 minutes! Thank You!!!
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November 2023 by carra mitchell
Worst customer service! Don’t not use. I’ve been on hold for over 30 minutes and keep getting hung up on!
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November 2023 by Shawn Zimmermann
Been a customer for over 2 years, when I tried to move my internet to a new address on 10/29 I tried setting up my internet via the app to no avail. Was told by the customer support that I had to upgrade my modem and I could pick it up at the store. Great. I get my wife to go with me and we try to explain the situation to the young lady at the counter and she absolutely did not offer any help or any guidance whatsoever ever. I don’t even think she was listening to me. She gives me another modem that I ALREADY HAVE instead of the upgrade. When I finally get home and figure out the modem is the exact same model I already have I race to get to the store before they close. When I arrive I’m greeted with a guy with his back to the door holding the door closed when I do make it inside I get the comment about how I’m cutting it too close. Well I didn’t want to come back sir thank you for that helpful comment. I approach the same lady that I talked to before and asked her why she gave a modem I already have she explained that I should be able to get the same speeds to which I replied yes I know that but this modem does not work at my new address. Probably had to say this ten times before she actually listened and said OHHHHH. Well we don’t have any in stock and I can’t help you. The cashiers name on the receipt was WM@. Dignity you just lost yourself a customer due to your workers incompetence
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September 2023 by Jace Hensley
Absolutely terrible I can't not wait till kub fiber is available in my area this router/modem they sent me just likes to disconnect and I restart gateway and do everything it tells me to do and it still does it and the online assistance or trying to call gets you no where Absolutely no where do not pay for the internet sray far away from it. It's garbage
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September 2023 by Steven Mays
The service was lighting sharp and the staff was very professional and friendly and helpful, the atmosphere was calm and inviting.
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July 2023 by Brandan Tobin
Impossible to reach a human. Customer support IVR automated message pitch Gig speeds for 2min, then asks questions for 4min and hangs upBut it does send links for chat support which is hilarious because I can’t use it, as this is the 2nd multiple hours long internet outage I’ve had in the span of a couple weeks.I work from home and lost a lot of money by not being able to work for half the work day, twice this month so far.For non existent support, and consistent outages, Xfinity gets a 1 starTry your chances with anyone else, even Starlink or ViaSAT, before settling for Xfinity
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June 2023 by Jimmie
They need a returns drop off. I have to go to a ups to save time, which they will have to pay to ship from down the street. Very wasteful.
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June 2023 by Bree Cox
If you’re wondering how long it takes for their service technicians in Knoxville to fix a downed cable line that has fallen across a parking area and walk ways…. Well we wouldn’t know. It was reported almost 2 weeks ago and we have called every day to get a status update as it doesn’t just cause us an issue, but the other 4 houses that also use the area to park and walk. It’s tripping hazard and it’s just in the way. Every day it’s the same thing, “you are on the schedule to be fixed between 8am and 8pm today” and no one shows. After it finally gets fixed, chances of us changing providers are extremely high. We caught the 86 year old neighbor today trying move it so people can park… that makes us very upset. He could’ve hurt himself. It should be fixed already! Sorry, I’m ranting at this point. It’s just extremely upsetting. I will give it to the gentleman in customer service who has been continuously trying to get someone out there for us. He even calls us to see if anyone came out. He doesn’t understand why they haven’t either. But we appreciate him trying.
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June 2023 by Keili Rose
matt was amazing super kind and quick and friendly!! made the process super easy and painless!! go and see matt!!
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May 2023 by Samuel Wilwerding
Stay far, far away from xfinity. I got their mobile phone service because it was a good deal, and I regret it. I have spent the last six months trying to get them to credit me for a phone I returned. I've called four times now and went to an in-person appointment--they always agree that the phone was returned in perfect condition and that I deserve the credit, but yet no credit. Worst customer experience of my life.I've finally cancelled by services and will not be paying for the phone. I've just had to accept that they may report it to the credit agencies, and I will then have to sue them in federal court under the FCRA. It's a real shame that a customer has to be put in a position like this. I'm a lawyer, so it's easier for me. I feel really bad for the countless customers they've done this to who don't know to make/keep records or have the means or know-how to seek legal recourse--it probably just ends up being the company's word against theirs.I will never use xfinity or any Comcast company again.
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April 2023 by Kathy Hayes Fuss
#1.... they could improve on customer service. like a program on how to interact with customers...like greet them where they come through the door. Have been to the store just once and hopefully I don't have to ever go again. .#2..listen to the customers needs!! I went to the Xfinity store to set up an appointment with a technician to have TV, internet and phone installed. When the technician came, the work order was for phone only!!!!! Thankfully he was able to get the work order changed to do all the set up. The technician was excellent. #3... From the time I decided to change to Xfinity, I got 22 emails from them yet I was not able to communicate with anyone on line or through email. Xfinity voice was useless !!! #4... 2 days after having the install and everything up and running, I received a call saying they were sorry to see that we CANCELLED our Xfinity service. Talk about poor communication. !!!!
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March 2023 by Mr. Bill
Both of us having phone problems from not being able to download security updates to voice mail not going through for 24 hours. The tech was completely bothered by the issues with phones purchased there. Sorry we interrupted her day. Nothing fixed. No answers. We have to call tech support or talk to tech coming to house to see what's wrong with router. The customer service person we spoke with serves no purpose. Xfinity about to lose another one.
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March 2023 by Sn2chi
Rude, condescending and unable to listen.The trifecta of great customer service?I'm just gonna try the Kingston Pike location.Good luck y'all.
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March 2023 by C w
Terrible cell coverage. Terrible. They say they use Verizon towers , it’s NOT Verizon service. You can expect 3 bars of LTE coverage and basics like Google Maps does not function.Cricket or Boost will have better coverage.
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March 2023 by Chris Bowers
Stephanie L was my consultant. Came to pick up new equipment. I was in and out in less than 5 minutes. Very quick and courteous.