Xfinity Store by Comcast Branded Partner — Local services in Layton

If there was a ZERO rating, that would be my choice. So I've been with Xfinity for 3 years+, never had a problem until my identity was solen, as well as my cell phone being hacked in to. Tried to resolve the issue on line for HOUS and HOURS! I was ultimately told to go to a store by me. I went to the Layton store and was met by an agent who seemed as though I was putting him out. He finally was able to get me a new E Sim and got me back up and running. That is until two days later when it happened again, again someone had somehow hacked in to my phone and made my E Sim theirs and assigned their own phone to my account (Cutting my service off completely) Went back for a second time. Different agent, I told her that i was helped by That guy standing right next to her helping another customer. I then had to explain to her, in detail, everything he had to do to get my phone registered to me. She never once talked to the agent that helped me, and i knew that the agent knew who I was, and didn't help. She finally got me a new E Sim card, and got my phone registered back to my account and told me that it is IMPOSSIBLE for anyone to do what has been done. I left. On minute down the road, I received the same text, "A SIM change was requested on your Xfinity Mobile account. Your code to verify this request is, *. Once again, I had never requested to change my SIM card, and I knew what the next step was.... Service.... GONE. Turned around and went back to the store. Spoke with another agent, teenage kid. Told him I had just left, and pointed to the girl that helped me. She shrugged her shoulders and said, "Just change his SIM card." I shoed the kid my text and explained to him that if he changed it, I would just get hacked again. He then said, let me go talk to my supervisor. He was gone behind a closed door in the back for WELL over 5 minutes. He came out and said, "Sorry man, I don't know how to fix this, you're just going to have to switch to another provider". I asked him what his manager said, he told me the same. Made NO phone calls to corporate, no effort to find a resolution, and the only resolution was, hey, it's your problem, not ours. We're done with you and your phone. Kicked me to the curb, no cell service, identity stolen with no resolution for my hacked cell phone and go find somebody else that may care about your situation. We no longer need you as a customer with a problem that we don't want anything to do with. Take your money, and go somewhere else! THANKS FOR NOTHING Layton Xfinity store by Target. I hope each one of you employees read this and sleep well at night for your ABSOLUTELY UNNACCEPTABE customer service!!!!!!!!!!!!! You're just lucky I don't mention your names. All 3 of you, and the manager behind the hidden door, should all be ashamed of yourselves!! After all...... I'm not the one who told you to take that job! This may not be over with you 3. Yeah, it's not over yet. I look forward to hearing back from the owner on this issue, their store, customer service from your employees, and in particular these 4 employees. In reading all of the reviews, it looks like this particular store is FAMOUS for horrible customer service! Owner, you have a big problem with your employees and the customer service, or lack there of, that they provide!! And I would like something more than a copy and paste message to those who leave...

Is management promoting deceptive sales tactics?

I had been looking for a new phone provider for a couple months and stumbled upon Xfinity. It was affordable, had a $200 gift card promotion, and even gave me $30/mo off my internet bill. Great! I set an appointment with this location and walked in at my scheduled time.

Before my appointment I did plenty of research on both Xfinity Mobile and all the competition. I knew the rates, promotions, had statements in hand, transfer PINs, had paid off and unlocked my phone, and had checked with Xfinity's online site to ensure my phone was compatible.

My wait was 5-10 minutes, and I was greeted by a young man who was helpful. We went through a lot of information (checking ID, verifying social and other personal info) for about 5 minutes. He then asks my phone model and service provider. It is a Samsung S21+ and I purchased it through AT&T. He goes back to check something...

When he returns, he reluctantly tells me that he checked a "list" that they keep in the store and it mentions that specifically S21+ devices purchased through AT&T are NOT compatible with Xfinity, which surprised me. Samsung's most recent flagship phone, incompatible with a large company such as Comcast, coming from one of the nation's largest phone carriers?? Dumbfounded, I asked several clarifying questions. My phone was paid off and unlocked, was he sure? And yes, he repeated again that "most of the time" S21+ devices purchased through AT&T were NOT compatible. If I wanted to try it anyway, it most likely would fail, and I would need to contact AT&T to move my number back. He says the only solution would be to buy a NEW phone from their store, how convenient.

In my confusion, I drove home, disappointed and defeated. Was it just an unfortunate coincidence? Or a scummy sales tactic? This "list" that the employee referred to wasn't created by him, and he was reluctant and shy to inform me of this supposed "incompatibility," and so my best assumption is that this is a deceptive sales tactic promoted by management to have customers buy new phones at their store instead of letting them bring their own phones to Xfinity, telling them that their certain model is incompatible.

When I returned home, I checked compatibility again on their website. Yes, I confirmed, my phone WAS compatible. I also called Xfinity to guarantee this. I proceeded with the order at home.

I decided to withhold this review until I actually activated the service to make doubly sure that this store was acting in good faith. Lo and behold, the service succeeds, and the store was lying to me--a blatant lie to boost profits.

I am beyond disgusted by such a scummy sales tactic. This will experience will stop me from visiting this store ever again, and quite probably a phone store (any phone store) ever again if such practices are allowed in the industry. Blatantly lying to customers for monetary gain, worse yet, creating procedures for employees to lie routinely, is vile. Management should be ashamed that such a practice exists, increasingly so if they, as I am convinced of, participate...

I have been an XFINITY customer for the past year. Last summer we moved to a new apartment and tried setting up my cable and internet. They installed it and within days had issues. OKAY I can understand new install etc so I called up the customer service. They sent a technician over a week later. The technician could not resolve anything. He said that they will call me within 24 hours. No one really called, so I dialed the customer service again. The new operator had no clue about what was going on and I had to explain the entire thing again and again and here we are 7 months later. I got to speak to a supervisor again who offered to send another technician promising that this time the work will definitely get done. I made several calls to customer service trying to escalate the issue but each time they said that I need to hold tight and wait. days passed by and I received no call. I again called customer service and asked for an update. Strangely, no operator knew the history of the case and I got transferred from one operator to another. A couple of operators even hung up on me. After almost 3 hours trying to reach someone I disconnected. There, they're again offering to send a technician. It is becoming Deja Vu with Comcast having NO CLUE on what to do next. With no internet and no TV for the last 7 months. Now we come home on Christmas to a lazy tech who ran our neighbors internet over the top of our home drilled it Into the stucco got us a HOA citation and didn't even use the existing wiring already there!!! Trespassed and made a huge mess cut 3 of our connections. PHYSICALLY CUT THEM! NOW I HAVE CALLED AND CALLED AND CALLED AND NOT 1 PERSON SHORT OF THE SINGLE TECH WHO CAME OUT THE DAY AFTER AND WOULD NOT TOUCH IT DUE TO IT BEING SO UNPROFESSIONAL. I WILL BE WRITING EVERYONE AND ANYONE WHOM WILL LISTEN. NO SERVICE INTERMITTENTLY SINCE HAVING THIS SERVICE AND NO ONE THAT CARES.

Could any of you please advise on how to bring my plight to the attention of Comcast's senior level people? I feel like I am running in circles and no one is really bothered to take ownership and...