Xfinity Store by Comcast — Local services in Boulder

My wife and I recently moved in to a new apartment that includes a technology package from XFINITY. My wife initially visited the Boulder XFINITY location to pick up the equipment for our technology package. When she described her experience to me I was so angry I was shaking. The person she spoke with did not ask if she had any questions about setting up the equipment but instead assumed that she did not know how to set up the equipment and asked if someone was going to help her or if she had a husband that was going to set up the equipment. My wife said the person she spoke with repeatedly referred to her as sweetie and honey, degrading her during the entire experience. When we attempted to set up the equipment we realized we had been given the wrong equipment. My wife and I returned to the Boulder XFINITY location the following day and experienced very poor customer service from a different person. I asked that they verify we were given the correct equipment and was given a one word answer. I then questioned his response given our issues with the equipment and was given another short answer. As this person got up to retrieve the correct equipment they paused for a short time to watch the movie that was showing on the TV that is set up in the store. When they returned with the correct equipment I asked that they walk me through the set up process to ensure I did everything correctly. I was literally told to plug the cable box and router into the wall and call the number on my receipt. I then asked if they could walk me through the set up as if I had no experience with this type of equipment and I was basically given the same answer. I then placed the equipment on the counter and attempted to walk through the set up process while asking questions and was able to get the answers I needed.

My hope in writing this review is that someone in management at this location reads about my wife's experience and addresses this kind of behavior with their team. It is unacceptable to degrade a woman assuming she would not be able to set up the equipment and constantly referring to her as honey...

Never been so disappointed with a service provider in my life.

The only option I was given on the site was to install the WiFi myself which I thought was weird because I’ve never done that before. I installed it myself and the wifi did not connect within the 5 minutes they said it would so I went to sleep and it was connected in the morning. I cancelled my tech appointment thinking it was fine but the wifi kept going in and out. So I went to remake a tech appointment and I had to make one for 2 days later which doesn’t work for me. I did a bunch of researching and spent way too much of my free time figuring this stupid shit out. Chatted with “agents” on the app which I’m 99% sure are robots. Finally, an agent gets me on a high priority waitlist for the next day and a $20 credit on my account. Said I would be getting a call between 4-5pm. The next day, the call never came. I spoke with a real person on the phone after jumping through 45,000,000 hoops to do so and she said there never was an emergency waitlist and that I never got a $20 credit. Also that I was not supposed to install the wifi myself. A technician was supposed to do that but I didn’t even have the option. My partner needs this wifi when he comes into town this weekend or else I would cancel right this very moment. We are taking time out of the first day I will spend with him in 2 months to do an xfinity technician visit that I HOPE will actually happen. And then who knows if the wifi that I need THE NEXT DAY will be fixed at that point? I don’t trust it! And they ask me to “reset my router” one more time…. I’m gonna lose it.

How do I even cancel my plan? Am I going to have to talk to 80 robots again? Xfinity sucks and I would never recommend it to anyone under ANY circumstance. Screw AI and screw Xfinity. Paying for a service real humans are barely providing.

And I’m reading reviews and they have a literal robot answering the reviews....

Terrible customer service. Was forced to switch out existing modem and router with one of their new modem/router units. Told I only needed to plug it in and call a number for the signal to be sent. Of course that didn't work so after an hour on the phone with someone else who couldn't help we had to schedule a tech to come out with a 4 hr window. Tech came out and got it working after a few minutes. Internet worked for a few days but the range of the new unit was bad. Once we went out the front or back of the house we lost the signal. Previous set up allowed us to be in the front or back of the house and retain connectivity. After a few days it went out again with the same result, they wanted to send a tech out again with another 4 hr window. Well, we can't afford to take half days off all the time for something that should work. After talking with a friend I went to Best Buy and bought my own modem and hooked that up to my old router. Once I registered my modem with xfinity, it worked great, was faster than their unit and had great coverage. After a couple of weeks, took xfinity's equipment back so I wouldn't get charged for renting it and told them I bought my own modem and router and was just returning this unit. Well, they canceled my existing modem set up too, so when I got home, no internet again. Called to reregister and they couldn't get it working and told me I needed to schedule another tech visit. F-that, took all my stuff back and canceled service. Switching to DirectTV which I hear good things about. I'm going with Centurylink for internet and concerned as I haven't heard many good things about them but xfinity has definitely motivated me to at least give them a shot. It's crazy how a company can consistently receive such bad reviews and does...