Xfinity Store by Comcast — Local services in North Haven

Had a pretty terrible experience at this store on 7/24/25. Let me preface this by saying that the only redeeming part of my experience was the salesperson, Jake, who was very kind and helpful! Almost a week later and only JUST TODAY has my internet been set up...let me tell you the tale!

I made an appointment online ahead of time for 6:00pm. I arrived to the store on time, gave them my name, and they had me take a seat. 15 minutes passed and there was no sign of anybody make a move to come help me. All of the salespeople appeared busy with other customers. I mention this to the manager at the front and he says someone will be over shortly. Another 10 minutes pass. At this point, I'm getting pretty frustrated. I know they have a lot of people to serve, but if someone plans ahead and makes an appointment online, it should be honored. I approach the manager at the front a second time and tell him as much, and if a salesperson does not come to help me in the next five minutes, I will be leaving the store and going to get help from AT&T next door. Someone came just before five minutes was up.

Jake was very kind and helpful in explaining my options. At one point while he was helping me, one of the other more senior staff came over and placed a free co-axial cable on the table in front of me "for the wait and in case I need it." This was the only time anything about a co-axial connection (much less the necessity of one to successfully set up my internet service) was mentioned to me during my in-store visit.

I get home that evening and try to set up my WiFi. The app is telling me I need a co-axial connection to finalize set-up. I look around my house only to discover, surprise!, I don't even have one!

The following morning I spent over an HOUR on an chat with an Xfinity representative just to schedule an appointment to have a technician come out to my house to install a co-ax connection. The earliest they could get me was today, 7/30/25. As a courtesy, they did raise my internet speed from 300mbps to 500mbps for a year for a reduced charge.

The technician was quick and efficient and installed the cable and got my internet set up quickly. But that was, unfortunately, about as smooth as the process ever was for me. Think twice before using this provider and this store...

Urgent Escalation – Multiple Failed Installations

I am writing to urgently escalate my ongoing issue with service installation. Despite multiple attempts, I have yet to receive working service, and the repeated failures have caused significant disruption. • In July, I called to set up service. The technician never showed up. • During the first week of August, I visited the North Haven store and scheduled an installation for 8/11. Unfortunately, the representative set it up for the wrong address. • I later called and was told by a phone representative that I could set up the service myself, but I was unable to locate the proper connection. • I then received a text from the same store representative, who acknowledged the error and set up a new installation date. For the third time, no one showed up. • I returned to the North Haven store again and spent over two hours trying to resolve this. A fourth installation was scheduled for 8/3. Again, there was no show.

In addition: • I have been charged two $25 fees. • I am being billed for service I cannot use. • These repeated failures have left me without internet since moving to Connecticut, preventing me from working from home.

This is unacceptable. I need an immediate call from a supervisor or manager to resolve this matter without further delay. At minimum, I expect: Waiver/refund of installation and service fees charged to date. A guaranteed installation date with confirmation. Direct communication with a District Manager, Regional Director to ensure this is properly handled.

I am extremely disappointed with how poorly this has...

Absolutely appalling service. Would give 0 stars if I could. Moved to town this weekend and been in an extreme rush. Got on the phone yesterday and signed up for their top tier service. Desperate to have my internet set up for essential work-related reasons—and unable to come in tomorrow morning as I start an out-of-state job first thing very early—JUST made it to the store with time to spare. The door was still open, and customers were STILL being helped inside. As a fully paying subscriber all they had to do was walk to the back, hand me my equipment and say goodnight. Instead I was refused service, pushed outside, locked out the door and threatened by “security.” I called Xfinity customer service directly and got on the phone with a “supervisor” who was attempting to contact this store which I was waiting outside of. She explained to me she could not get in contact with any of her employees who were, by the way still helping customers inside and ignoring me standing out in the cold on my phone. Must have been extremely embarrassing for this so-called supervisor. In the end I got absolutely nowhere, no help from anyone, and now I’m paying for internet that I can’t use. So I will now be searching for ANY other comparable internet service assuming Xfinity doesn’t already have their monopoly on coverage in this region. I’m serious. You’ll get better service at the DMV. Xfinity needs to seriously reconsider their customer service model and who they hire to represent them....