Xfinity Store by Comcast — Attraction in Minnetonka

DO NOT USE XFINITY MOBILE!

THIS IS A LONG REVIEW BUT WORTH THE READ IF YOU ARE CONSIDERING USING XFINITY MOBILE.

I recently purchased a home and within the HOA is an Xfinity internet bundle. When i was setting up my internet, i was DUPED into switching my mobile carrier to Xfinity mobile, with the promise of "Verizon like speeds and reliability" for half the price and a full year free! wow! sounds like a good deal right? I knew it was too good to be true, surely there is a catch?? and yet i signed on anyway. It wasn't long before I understood what a huge mistake I had made. The first couple days were fine, my phone was operating normally. Then after about 2 days my phone dropped into SOS for no apparent reason. I went to the store and they reset the ESIM and all was well (or so i thought). Shortly after this reset, i realized i wasn't receiving SMS texts at all and occasionally iMessage texts were not being delivered to my phone. I even had my friends send me screenshots of our conversations where they had sent me texts that were not visible on my end. I decide this is unacceptable and i want to swap back to my previous carrier ASAP. I try to generate a transfer pin online (this is required to change carriers) but my phone is not receiving texts so naturally i cannot get the pin. So i go to the Xfinity store for the second time in a couple days. Firstly: I ask for a transfer pin and i am told they are THEY ARE UNABLE TO GIVE ME ONE and i would have to get a "specialist" on the phone to give me a "Verbal pin" (which doesn't exist by the way) so i then agree to trouble shoot my issue with the in store employee. I spend 3-4 hours in the store while staff trouble shoot my issue and no one can resolve it. I make the (horrible) decision to purchase a new phone in hopes that it will resolve my issue. When i go to trade in my old phone for the $500 credit towards a new one, of course i am ineligible because i haven't been with Xfinity mobile long enough. So i trade my old iPhone in for a measly $80 (which i realized after was not $80 off my new phone price, it's a credit on my account which is absolutely useless because the entire next year of service is "FREE"). So i have now purchased a new phone at full price and i go through the entire set up process and i leave the store approximately 4 hours after arriving- feeling confident that everything will be in working order. It was not. I had the exact same issue with the brand new phone. I return to Xfinity for the second time in a day. I am now brought to the back to Facetime with a "specialist" who attempts to troubleshoot my issues for another hour or so. This ends with him telling me the NEW PHONE IS THE ISSUE (impossible). His final "solution" is for me to go home and call another number so that i can DOWNGRADE my IOS to a previous IOS. At this point I've had enough, I've been at the Xifnity store for something like 5-6 hours this day. So I am back at square one asking the "specialist" for a transfer pin. He reluctantly gives me a phone number to call where someone can give me the aforementioned non-existent "verbal pin". I call the number and get the run around and put on hold for 20-30 minutes while being told the verbal pin is "sensitive information" and it cannot be given to me, I MUST RETRIEVE IT FROM AN EMPLOYEE IN THE STORE. I am LIVID at this point. I feel i am being held hostage. All i want to do is get as far away from Xfinity mobile as i can and they will not yield the information i need to do so. I go back into the store and begin DEMANDING a transfer pin from the employees, and what do you know? THEY PROMPTLY PULL UP MY TRANSFER PIN NO PROBLEM AT ALL. This then turns into a multiple day process of porting my number back to a former carrier and running into every possible roadblock and error imaginable. I've since returned my purchased phone, but I have my doubts about whether or not that money will even be legitimately refunded to my card or if I'll just conveniently be given a "credit". If i could give NEGATIVE 100 STARS I...

I'm hesitant to give an unflattering review to this store, because of all of the stores, this one is the most professional. That said, Comcast/Xfinity as a whole - the parent company - deserves this bad review.

I recently decided to give Comcast/Xfinity another try after a three year absence. I left primarily because of unsatisfactory customer service. I was assisted by an in store representative at the Ridgedale MN location on 7/17.

I enrolled in the Limited Basic + Entertainment pkgs. This was my choice upon the agent's recommendation after reviewing other plans that are out of my budget because of the pandemic. I discussed with her the specific channels I preferred to be in my package. Since bringing the equipment home and installing I’ve realized that I DO NOT receive the Hallmark channel (despite the fact she told me I would have access to all of the Hallmark channels), only an out of date Hallmark movies channel.

Furthermore I contacted customer service 5 times today with no satisfactory resolution. I found the representives I spoke with to be uninformed and unwilling to exert themselves enough to offer solutions. Also, factoring into this was the fact that I was speaking to representatives overseas with language barriers who lacked the basic understanding of Xfinity's packages. When I finally reached customer retention the quality of the phone call was very muffled with serious echoing and static, to the point I could not understand anything.

It appears their Customer Service hasn’t improved one bit. I’m better off returning to my previous provider and streaming to avoid that headache. Three hours of my time was wasted today, with no care or regard for it from a company that has no problem charging high rates with zero quality customer service. As a professional I do not have that kind of time to waste. My issue wasn't complicated and could have easily been resolved if JUST ONE of the several calls I made to try to get into a different package would have been handled competently.

You couldn't pay me to remain an Xfinity customer. One thing for sure, I will NEVER give XFINITY another try. I learned my lesson. Xfinity is not about customer service, support or satisfaction. No efforts - DURING A PANDEMIC - to make sure that I'm a satisfied, new customer. Since I'm still within my 30 day trial period, I will be stopping by the Ridgedale location where this whole mess started Monday to return my equipment and disconnect...

-Horrible products and services. -Abusive and threatening customer service. -Company does not stop abusing personal and banking information illegally during or after service.

Products and services (phone, internet) are not even minimally adequate to use basic applications. Pricing is the same.

We started with the highest plan and had a bill of approximately 300.00 with extremely low to no speed/service. We ended with the lowest plan and had a bill of about 300.00 a month and extremely slow to no speed/service.

In canceling our service, I was lied to about being under contract, then threatened at the store by the employees who refused to delete my account information when they had already charged my bank account without permission - the lady refused and said she was keeping everything. She stated "that (she) has the right to do whatever (she) wants with (my) information" including address, phone numbers, email, and bank accounts.

She threatened to use my personal information and threatened my life. At the same time, two other employees stood around to chime in with the same untruthful answers and hostile, mean, and outright illegal behavior.

This company is awful and has deceptive practices regarding its products and service.

The customer service representatives are so terrible they shouldn't be in the workforce at all.

I went to an independent store where they didn't lie, outright steal from me, or threaten me, and finished it all in 5 minutes. I wasn't under contract, I had no outstanding bill, and there wasn't an issue with my plan or account, and the money taken from the other store was refunded.

However, neither store can provide adequate or semi-adequate products related to internet or phone solutions, and Xfinity will use your personal information illegally, including your banking information.

IF YOU DO BUSINESS WITH XFINITY, BE PREPARED TO CHANGE ALL OF YOUR PERSONAL INFORMATION SHARED WITH THE COMPANY - EMAIL, PHONE, AND MOST IMPORTANTLY, ANY AND ALL BANKING INFORMATION.

IT WILL ALSO BE A GOOD TO BE PREPARED TO GET RESTRAINING ORDERS AGAINST THREATENING STAFF AND AN ATTORNEY TO GO...