Xfinity Store by Comcast — Attraction in Acworth

I MUST SHARE THIS!!! Was VERY hesitant to go into the Xfinity store being that in the past I did not have a good experience…with other cell companies ... .PLUS, I was anticipating changing cell companies....Being that I am and have been a customer service agent in many different types of positions ie; 911 Operator, Int’l Flight Attendant taking our military troops all over the world and back home, our airplanes held from 276 – 376 passengers, Funeral Home attendant and the list continues since 1970s… Anyway, I had to get up the nerve PLUS prayed to get a “patient/caring/very understanding” person to help me, so I could get my situation straightened out, regardless of the person I spoke with the other day on the phone… who sounded like a robot etc. The reason I say robot? She did not show the human interactive qualities as when I have spoken to a real human/with human interactions, during conversation and from what I see on the news channels, we are going “that way”.#AI etc.

Visited the Acworth location today 9/6/25… There were a couple of associates standing at the desk awaiting customer arrivals. Matt asked to assist me. “cannot recall his exact words”. (smile). Took me over to the other counter, attentively listened and solved what I had going on…explained and showed me several different things for MY understanding. I decided that I did not want what I was recently placed on couple days ago, while on the phone, did not know why and thought I should not have still owed $20, so I had Matt switch me back to my unlimited…since while being on the phone the other day, I was not explained what I was told last year when I was blessed with a wonderful senior promotion, all because she said, “since I have been with Xfinity Internet for a LONGGGG time”… When that lady (a year ago), placed me on the senior promotion for a year, she informed me to call after the year was over, (Aug 2025), ask to see if any promotions and if no promotions, my plan would be $20/per month but did not tell me it would not be same unlimited plan… (I have always had unlimited on my cell and that is why I had Matt switch me back to unlimited today) which he did and showed me he did…from the GB plan the robot sounding lady placed me on couple days ago…

Matt took away all anxiety and made me feel like I can go into the store without being hesitant anymore. I asked Matt if they send out surveys because I want to write something about how patient and VERY HELPFUL, PLUS ATTENTIVE he was today… I also was persistent in asking him if there was a supervisor there that I could talk with because most surveys nowadays mainly ask things like from 1 – 10 or yes/no type questions. I spoke with the supervisor re: how Matt was so attentive and very helpful etc… anddd that I was a very satisfied customer… Plus informed her that Matt made me feel so much better about coming to a store as I have done in the past… He deserves an extra day off WITH PAY!!! I told them I was single mom, no child support and took care of bills very well, had a house while raising a 3yr old girl/6yr old boy, now in their mid 50s... and I definitely know how being nice/attentive/helpful is so much better PLUS keeps customers coming back etc... Thanks again Matt and Many Thanks to the supervisor I spoke with who was ALSO very attentive/caring/concerned…I appreciate all who read this..SC...

I am writing to provide a detailed account of my experience with this company. Unfortunately, due to a lack of alternatives, they continue to operate despite persistent service issues.

Recently, I arrived home to find multiple wires hanging from a pole in front of my house, with an open box exposing the connections to both weather conditions and passersby. When I attempted to report this, the automated phone system failed to recognize the issue. After numerous attempts and a frustrating series of prompts, I was unexpectedly transferred to the billing department without any introduction. The representative was unable to comprehend the elementary issue I was reporting or deciffer that he just needed to route me to they tech support department or service dispatch. I admit I lost my cool here and mostly because of the frustration from the automatic system. When I requested to speak to a manager, he resisted before eventually transferring me—however, instead of a manager, I was connected to another customer service agent who also refused to escalate my call. After further insistence, she finally transferred me, but the line rang continuously for over 45 minutes before I gave up.

Later that evening, I received a follow-up call from Xfinity. The representative was polite and understood my concern, but before proceeding, she required account verification. As I was relaxing at home, I did not have my account details readily available. I found it unreasonable to provide sensitive information to a representative who had initiated the call, particularly when I was merely reporting a public safety issue. Frustrated, I ended the call. The wires remain exposed, and the situation should never have been left unresolved. Reporting an issue like this should be straightforward and should not require identity verification when no private account details are involved.

Additionally, I previously experienced a prolonged issue with automatic payments. Over several months, my payments failed to process due to an apparent system error. Despite being assured that the issue was on my bank's end, a store representative later processed my payment manually using the same account information—confirming that Xfinity had been at fault. A call to my bank further verified that they had never received the failed transactions. As a result of this glitch, I was charged an additional $30 in overpayment.

These experiences highlight ongoing inefficiencies and poor customer service. Issues should not be this difficult to report or resolve, and customers should not bear financial losses due to...

i came in with a sim card issue and a young black lady said that i did not have the correct phone. i told her it was my phone. she wouldn't let me talk and kept challenging me. she got mad and gave me a hard time. a young tall white male name matt then tried to help me. he said the reason why i could make any calls was because i dint pay my bill. i told him that makes no sense. i showed him the sim card error. then he said it was because my phone was not compatible to my sim card. i told him that was impossible as well because i had yall service for almost 2 months, then he tried to sell me a new phone. i considered it until he said i was not eligible to get a discount on the phone. i said how is that possible when you never ran a credit check. he said because my sister was on the account and she was not eligible. all i got was no's and excuses. i got frustrated and went to another location, i told them my experience there and told him my problem. he simply stuck a pin in a whole and pulled my sim card out, blew it off and put it back in . i immediately received service and its been working fine every since and he was not even a technician. i drove 13 miles out the way for a 5 min job. i appreciated the service i got from the Marietta location but to live in Kennesaw and receive treatment like that was very disrespectful to a customer who has cell, internet and cable services with. . I'm a popular chef who also does marketing and advertising. i know what it means to give excellent and quality service on a daily bases. please do not employ people who do not want to please customers. they represent xfinity and...