Xfinity Store by Comcast Branded Partner — Local services in Paducah

I was having trouble with my internet connection going in & out. So, naturally I called to have the problem located & addressed, restoring my connection. The first night it happened the connection was restored without issue. The second night it happened there was a problem detected with the connection from the pole to my home. A tech was scheduled to come out the following morning, but to hold me over I was supposed to be connected to an Xfinity HotSpot. The rep told me if receive a callback in 1-2 hours to help assist with this. Not only did we never receive the call, but whether I was speaking to the rep I asked if I could receive a paper bill every month even though I was on autopay. Little did I know that that one request works turn my service upside down, leaving me without it, still, this evening on August 16, 2025. The tech that arrived at the following morning got there at 11:00 a.m. admitted that this was only the second job that she's done because she was a new hire and she was sent there without another person to train her. When she requested help she sat there till 2:00 p.m. and no one showed. She replaced our box and ran a new cord hoping that would do the trick, but it did not. So today I leave my home to go to the business of the Xfinity here where I live. As I get out of the car and walk up to the door and try to walk inside I noticed it's locked even though the time on their side said they closed at 7:00 p.m. the paper on their door said 6:00 p.m. and the lights inside were shut off after I tried to enter. This is by far the most frustrating thing I think I've ever dealt with when it comes to having any type of service from any offering company. Like with utilities but way worse. Not only was help not set out to aid the tech in re-establishing our connection and our service but a week has now gone by and I'm still without service even though I have a new box and there's a signal. However, when I get connected it says connected no internet. This is probably my second review I've posted within the past few days because it still has not been addressed. Not only that it has not been fixed I have went online through the mobile app and tried to pay the bill but there's no bill to pay. Whenever I asked if we could receive a paper Bill even though we were on auto pay the rap switched our service from autopay to prepaid. This was done without my consent without authorization and I have been having persistent trouble trying to get a representative or even a technician to come and resolve the issue that they procured. At this point right now, I would not recommend Xfinity to my enemy. That's how poorly my situation has been handled, and how I've been treated as a paying customer. Piece of advice, do not ask for a monthly bill if you're on autopay because I did and my internet service plan went from autopay to prepaid Xfinity NOW. I'm flabbergasted, outraged, pissed...

I'll be editing this review but need to get a rough version up because I need a link to talk to someone that knows what they're doing, preferably voice. I don't have transportation and can't get to the office and their centralized support is a disgrace. I can't tell you how much I'm dealing with right now with my mom's estate and not being able to work and trying to save my home and in the middle of this Comcast has been terrorizing me.

They cut my service off last week after I paid. Out of the 6 or 7 people I dealt with last week only 1 regular and 2 managers recognized I'd paid my bill and it wasn't reflecting on my account. 1 manager that was serving in the loyalty department didn't recognize it and argued with me for 30 minutes even after me telling him that the manager that transferred me to them agreed with me and had only transferred me to him to try to get me a better deal on service, which he could not. They were telling my I had to pay again or be cut off this week.

Oh yeah and for a while my account said I'd made a payment arrangement that I never made for today or tomorrow. And one of the agents called me to push me to pay after I finally got someone to recognize they made a mistake and turned me back on.

During all of this I noticed my bill is supposed to 2x or more next month and they can only get it down to about 1.7x.

My account still does not list the payment although I think it reflects on what I currently owe. And now my upcoming charges are lower than what they were before but I don't trust it and I need to talk to someone to try to get my bill back to what it was. As I told the loyalty agent / manager that argued with me for a half hour why would I pay more for a service that is terrorizing me if I had a choice?

I really really don't want to have to argue with the standard people. I don't have time for this and I'm having to shop for other service now instead of dealing with...

I'm due for an upgrade on my phone, so i drove across town to the Paducah store to look at the phone I am considering getting. Wheelchair Access to the store is very difficult because the ramp is around the corner and down the sidewalk in front of another business. Once int the store I asked to see the phone and was walked over to where they were. The sales person said she was going to go get a key so i could hold the phone. She came back and unlocked something that allowed the "leash" to move freely. I have very little grip in either of my hands so when she handed me the phone I almost dropped it because I wasn't expecting it to weight at least a couple of pounds due to the HUGE security device attached to it. I said, "Wow that's heavy. Can you remove it"? I was told that company policy wouldn't allow her to do so. SERIOUSLY? How is anyone suppose to be able to accurately see how the phone feels in their hand etc? i realize it is NOT the salespersons fault, and do not blame her for doing her job and following policy, but that policy is RIDICULOUS. This and other issues I have had make me dislike Xfinity more and more...