Xfinity Store by Comcast Branded Partner — Attraction in Leominster

I needed help switching from at and t to xfinity and had received the SIM in the mail. I was worried I couldn’t get it to work as the device needed to be unlocked. First I had been erroneously told over the phone that I had paid the device off in September. Which was not true apparently. Then the lady at Xfinity didn’t check to see if my device was locked. All she did was put me on the phone with AT and T to get my account number and transfer pin, and she sent me away with the SIM card in the phone but not working assuring me it would work once in WiFi for a bit. I drove all the way to my home in Lunenburg to find out it didn’t work and the phone was still locked and I was unable to unlock it. I drove back to the store in Leominster and waited in line again and asked that I could put the old SIM card back in the phone so I could have phone usage but it had been put in the shredder. She was unable to offer any solutions other than going to the AT and T store. If she had checked to see if the phone was locked before starting the procedure this headache and 24 hours without phone service would have been avoided. And my day off would not have been wasted. The initial phone call to get internet with Xfinity took an hour to open an account and the woman Cheryl assured me I had a cable jack in my new house in spite of renovations. I got my modem and sure enough there was no cable jack and Xfinity hadn’t told me I would need an electrician to install one. When I tried Cheryl back the Monday after our one hour call, during business hours, I tried repeatedly but never heard back from her for two days. After which I had solved the problem. Not a good start to a new...

This store needs retraining for the whole team from the manager down. Employees don't understand how to enter information properly into their system to do simple transactions. They offered completely different pricing for same services offered through the website. Would not honor any promotions or standard rates offered by Comcast. I left the store and went through the process myself online (had zero issues getting proper pricing and equipment) selected in store pickup at this location. Then was told oh we can't give you the equipment here. You have to go to the Westford corporate store. I left the store called customer service see if that was right. Customer service was very helpful and had no idea what they were talking about. I went back into the store customer service spoke to them and the person at the register said oh my manager just said we can't do it. He tried to get the equipment for me but couldn't figure out how to enter information on the computer. This is a training problem. There was clearly some issue with how to enter customers information for equipment pickup. Reluctantly I went to the Westford store they were incredibly helpful . Was told there's no reason I couldn't get exact same pricing I was offered online as well as should have been able to get equipment at that location they have a lot of issues with people coming from...

Although I have had great service at this store location, this review is based on a recent experience with an on site technician working directly for Xfinity.

On site service was superb. As a matter of fact, better than I've ever seen in the 20 years I have had cable as an adult. Rather than send a contractor, Xfinity sent a highly experienced technician out to our home to inspect some service issues (Clinton, MA).

The service tech, Brian knew exactly what to do, is very professional, and took great care when coming to troubleshoot connectivity issues at our home. He determined he had to install a new cable from the pole into our garage where the main cable hookup is. Brian made sure that the service worked, and was top notch before he left. He even took great care to ensure the cable wire was run along the wall in the garage so that it looked good and was out of the way.

I appreciate and respect Xfinity a lot more after seeing how they invest in tenured talent. Our family will gladly continue our service with Xfinity for the foreseeable....