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September 2023 by Justin Sampson
Waited five hours just for no one to ever show up and this isn’t the first time
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September 2023 by Ryan Cascio
Update: It has now been about 3 months and Xfinity still has no idea what they are doing. No one can tell us when or if our neighborhood is going to be hooked up. No one has any idea what is going on and they literally just have to put the box in. My gosh I could probably figure it out by watching a YouTube video. We have spent hours on the phone with reps. There is literally no excuse for this level of incompetence.They responded to my original review saying that their customer service is available 24 hours a day. Well, we have been calling them multiple times every week and they won't just come out and set us up.Xfinity, you are now up there on my list of least favorite things in the world right behind Communism. Get internet set up in our neighborhood. We have numerous people that work from home as well as kids that can't do their homework.I am going to start filing formal complaints with the city.Original review:My neighborhood has been waiting over a month for them to come out and set up internet for our new development. Collectively, they have probably gotten close to 100 calls from us and still they have not fixed the issue. No one can tell us when service will be set up. Their phone "help" service takes 10 minutes just to get to a person. This person is very kind and polite, but they dont have the power to send someone out. We even caught a technician in the neighborhood and talked to him. He saw the issue, said it didn't make sense why Xfinity hadn't run the line already, that it was a quick fix, but it could be anywhere between a week and six months for them to fix it. Several of us work from home and this is unacceptable. I can't believe Xfinity is still in business.
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September 2023 by Kourtney Dodson
Customer service is terrible. They will not let you through to a live agent. I have been having issues with internet connection for a week now just unplugging everything and restarting. I cannot chat with anyone about this and it is frustrating.
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September 2023 by Nathaniel C
I can't speak for the online customer service but in the store, Devon was amazing! He set me and my wife up with a home internet plan and phone plan. The staff was professional and the store was clean. Devon greated every customer and attended to multiple at once as the store was busy that day. He had excellent product knowledge. I will be going back to him to set up home security.
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August 2023 by Jamison Hansen
Canceled service and dropped off router, could not print me a receipt for equipment returned but hand wrote me a receipt. Now I have been charged about $250 for unreturned equipment and services when I took care of this months before. I have tried contacting local store and corporate but corporate will not speak with me until balance is paid and I cannot get ahold of local store. I have moved out of state and cannot just go into my he store.
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August 2023 by Michelle D
Devin is a great sales and wonderful personality. Very educational and informative. You want Devin to help you! Great guy!
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August 2023 by Tammy Stewart
No help and condescending. Don’t bother. This is a 3rd party store and can’t help with issues regarding internet service.
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July 2023 by Michael Tarantola
The absolute worst customer service/ support I have ever experienced. After 14 days of down internet service and 12 associates, including 3 "experts " and 1 technician they couldn't get their own internet working at my home.They had me use my own gas to get a " new" modem from their Frederick store. That didn't solve the issue. The technician recommended that I needed a upgraded modem which the sales associate at the "Commons " location simply not give me. This sales associate also berated me quite loudly as they stomped across the busy showroom floor.To add to the foul experience which I had; nearly every step of the way these people had the nerve to try and sell things.I literally had to cancel my service with them because they couldn't figure out how to fix the issue. They were certainly eager to try to sell me things though.HORRIBLE experience.
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June 2023 by Jaclyn Rohrbaugh
Just had my first experience with xfinity customer serivce and this store and it was all around the board the easiest thing Ive had to in ages. They answered all my questions and switching my equipment around took less than 5 minutes. The martinsburg store is nice and bright and clean. Thanks for the help!
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June 2023 by luisa algarin
Unable to use phone in PR, There is NO VERIzon Tower, terrible headache to cancel
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April 2023 by Liz Fuentes
After calling customer service and being transfered to different reps just so they can tell me why my bill is so high and trying to get a better price plan. I finally went in and was able fix the issue in less than 10 minutes. They were all nice and understanding.
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April 2023 by Mur1ca Strong
Returning the router, it was quick and easy. The only thing that Xfinity did good throughout the awful experience with Comcast.
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March 2023 by Alan Saunders
I went in there and was a j*** to the guy at the counter over something that wasn't his fault at all, I calmed down and apologized but he handled it in stride and was very nice the entire time
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March 2023 by Roy Newcome
Easy access to pay your monthly payments. You can also talk with a staff member to get your monthly account and other internet services.
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January 2023 by Cynthia Jordan
Mobile department has no manners or customer service.
