Xfinity Store by Comcast — Attraction in Waterbury

If I could leave negative stars I would. This is for the company in general, not just the store location. I have never dealt with so much frustration and aggravation from any company or business in my life. Their customer service is beyond atrocious. I have never found it more difficult to get a live person on the phone. Using bots on the phone and online chats can only help so much. I cannot even imagine being someone who has a hearing or vision problem or being elderly or someone who is not tech savvy try to navigate through the online chat to try and resolve their problems. The amount of times I had to speak to the “online agents” on the live chat was pathetic. After the first time, I thought I was dealing with a personable, helpful person who I exchanged pleasantries with. But after the 15th time of speaking with them I had their script memorized, from their questions about my day and my family to them asking for the umpteenth time if I wanted to purchase their phone plan. I do not know how many times I was told to “restart” and “reset” my modem as if that I hadn’t already tried that or been told to do that every previous time I contacted support. The final straw was when I needed to have a technician come to my home to fix the issue I was having with my internet. A mere hour after he left my internet was worse than it was before. Again I spent hours on the chat to file my complaint and they “ran their tests” and was told that they needed to send a tech to come back out and do work on the lines that connect to my house and check my outlet. The next day the tech came back and was at my home for all of 5 minutes and did neither of the things I was told he was being sent there to do and I was still left with a terrible internet connection. The next day I signed up for a different internet and tv carrier. When I called to cancel my xfinity plan, I was naturally sent to the live chat and was told I can arrange a call back phone call… DAYS later. I eventually managed to get a live person on the phone and was able to cancel my plan and was told to drop off the tv box and modem equipment at the nearest xfinity location and we’d be free. What was supposed to be a minute long process ended up taking nearly an hour. The incompetent workers at the store location had me “take a number” and made me wait an obscene amount of time for something that I was supposed to be in and out about. In conclusion, if it came down to having to have an xfinity plan again or to be stranded in the desert with a festering open wound on my ass, I’d gladly...

I happened to go into the Xfinity store in Waterbury, Ct on Wolcott Rd to see what I could do with my services to make it more affordable, I was soooo lucky to get paired up with Taysha , OH MY GOODNESS is she an AMAZING asset to that store !!! She really puts the customer first , has their best interests at heart , she makes a difficult situation an easy process , she really knows her business and her knowledge is exceptional!! Xfinity should be so proud to have her representing the brand !!! She explains how I could make big savings with my mobile phone by leaving my current at that time , now I’m with Xfinity /verizon and I LOVE IT !!! She stays on top of her work at all time I’ve seen her interact with other clients and she is so professional and sweet at the same time , which is very comforting!! She very efficient and makes the process so easy !! I will ONLY WORK with her , not saying the other employees are not helpful cause they are but she is the one I will wait for cause I know she will take take of me as she just did the previous client !!! Trust me she is worth the wait !! Taysha is NOTHING SHORT OF THE BEST CUSTOMER EVER!!! I will never try to do anything over phone with Xfinity again Customer service is horrible and problems never resolved .

I’m so thankful to have met with Taysha so I will ALWAYS do business and bring business , spreading the word around to friends and family to go see her !!! I Highly recommend her !!! On another note I will also like to compliment the manger in that store as well his name is Fanuel such a pleasure to speak too and also very helpful!! As we know today customer service has really gone out the window , but not with Taysha and Fanuel

So to whom it may concern, please do something for Taysha, she is so DESERVING, would really appreciate it!!! And Fanuel too !!

A new and forever client to...

This lady just assumed I was a cheapo looking for a antenna type of package and tried to get me the bare basic. I asked if DVR came with it she said no, but on demand is like the same thing... What? No! I asked about the speed of the internet and the lady told me 5 Mbps I'm thinking oh really are you sure? Right before she processes my card info put in the computer I asked...So how many boxes does that include? "She only added one I wanted 3 possibly 4". umm what package? " She put me on the digital starter and I wanted double play". Also what's the surcharge and how much would the tech visit be? "Oh we bill a month ahead it depends on what needs to be done there". She was just about to take my money after she took the card info and not explained or made effort to fit any of my wants and needs based off assumption.

Now it's even more interesting. The tech install took so damn long 8 hours yes 8 hours. Called his supervisor from Oxford and had him drive out to Waterbury. Called him a idiot and all lol... Drilled 3 or 4 holes without consent. The got frustred and gave us X1 boxes because it's wireless and half the work of routing cable. Gave us 6MB/s speed which I doubt was only 5mbs to begin with. So I don't know weather to be mad about the holes or neutral we got more speed and wireless equipment oh and DVR. 8 hours though lol can't...