Xfinity Store by Comcast Branded Partner — Local services in Evanston Township

I had been frustrated for exactly four days – four days that I was without TV – and I was ready to give up my Xfinity service and go with another provider. I had had the Xfinity internet/TV service for only 10 months, and I couldn’t figure out why I suddenly wasn’t able to watch television anymore. Though I still had internet, I tried repeatedly to reset my modem and Flex Box, which were techniques that had always worked in the past whenever I had trouble with my TV service. But this time, no matter how much I unplugged and/or hard reset my modem, my TV wouldn’t show any programs. I tried using the Chat feature on both my phone and my desktop computer to speak with Xfinity tech support, but because I was on Wi-Fi only I would get disconnected whenever they tried to help me troubleshoot – I didn’t have the option to use a landline phone as I don’t use that service. Because I was finally fed up, I unplugged my Flex Box and modem and took everything back to a physical store, which was located 10 minutes away from me.

I was glad that I could still come into an actual, physical location as I had had enough of trying to talk to Xfinity Customer Service via Chat; all I wanted was a real person with whom I could talk, and I resented having to go through chat or email to reach someone... IF I could reach anyone at all.

Fortunately for me, Kevin, the store manager, was on duty that evening. I conveyed how upset, angry, and frustrated I was with my Xfinity service; however, he took the time to actually listen to my concerns, and patiently paid attention while I explained my entire situation. He then suggested that I not cancel the service but to try using updated equipment instead. Had he not been so patient and understanding while listening to my complaint I would have walked out right then and there, but because he was so courteous and willing to listen I felt that I should at least try his advice.

He provided me with a brand-new Flex Box complete with the necessary equipment – new remote, new modem, etc. As he handed the items to me he asked me if I was aware that Xfinity provided cell phone service. My guard went up immediately as I felt that this was one more sales pitch that I didn’t care to hear; however, because Kevin was so helpful – and patient – I figured that I could give him a few more minutes of my time.

I was already using Verizon Wireless services directly, so when Kevin explained that it was the same company that provided cell service to Xfinity customers, he had my attention. I learned that I didn’t have to change phones or even change my phone number, which I was unwilling to do since I had had the same phone number for over 15 years. Reluctantly I asked how much the service would cost me. When he told me the amount, I was floored – not because it was more, but because it was MUCH LESS than what I was already paying! I actually thought that I misheard him so I asked him to repeat himself. But no, I had heard right – what I would pay for cellular service through Xfinity would save me over $80.00 EACH MONTH!

At first I didn’t believe it as I was waiting for Kevin to tell me that there was a “catch” or some other service that I’d have to pay for if I wanted the “savings”. But to my actual surprise there was no catch or “fine print” at all – I was so amazed that I was very reluctant to believe him. I kept waiting for the other shoe to drop so to speak, but when he assured me that he was being honest it still took me several minutes to let it sink in. I still wouldn’t have believed him, but because he was the store manager I assumed that he was telling me the truth – and he was!

As it turned out I did need to update my cable equipment, so not only did he solve my initial problem with my TV service, but he also saved me a HUGE amount of money on my cell phone service, which in these times, is crucial as many have been hard-hit by the repercussions of the pandemic,...

I went in asking to have my service transferred from one address to another. The reason for this is because my old apartment burned down. I told the man at the front desk about this and that I had lost everything.

The man proceeded to tell me no problem and that he would transfer the exact same service to my new address. Then when I left the store I got a notification that the man added extra services to my account without my knowledge or consent.

Incredibly scummy behavior to not even discuss this with a customer on any day, but to take advantage of someone grieving by assuming they would be too busy to check their bill? Unbelievable. Be ashamed of yourself.

EDIT: Following up to say I reached out to customer service who apologized for the store representative illegally adding NowTV to my bill without my consent or knowledge, but even the customer service chatters tried to add Unlimited Data and alternate TV services under the guise of "just presenting you with options." UNBELIEVABLE. Even when trying to get my issue resolved and informing you I witnessed a death in a fire, three different individuals all tried to trick me. This is the most blatantly illegal activity I've ever seen from a company and I have saved the chat logs. It seems the issue is pervasive to the entire organization and not limited to this one location. A corporate culture of sneaking things into customer bills...

I am writing to express my extreme dissatisfaction with the customer service at the Xfinity store. As a long-time Xfinity customer, I recently returned my equipment and, upon requesting a return receipt, was told by one of the store representatives that it was unnecessary as the return had been scanned and entered into the system.

However, when I attempted to open a new account with Xfinity, I was informed that my previous account had been closed and the matter sent to collections. This situation indicates either a lack of knowledge on the part of the store representatives or a fundamental issue with the entire Xfinity team’s ability to manage customer interactions effectively.

Due to this negative experience, I have decided to discontinue all Xfinity services at both my business and residential addresses. An Xfinity online representative suggested that there might be errors or misconduct at the store level, further highlighting the disorganization within Xfinity service network.

I strongly advise all customers to ensure they obtain receipts for all transactions at this store. This has been a very disappointing experience with Xfinity's customer service and this store.

I would give...