Xfinity Store by Comcast — Local services in Richmond

Because my apartment is a new apartment, when I started service online, it only allowed a "professional installation" for $40. I didn't want to pay this amount of money, but there was no choice for self-installation. Then I thought fine, $40 dollar for professional, not unacceptable. However, when the xfinity person came, it's so so obvious that he only knew how to deal with the xfinity xFi which is modem+router. I bought my modem and router separately. He had no very basic knowledge about what are the functions of a modem and a router. What he did is connecting the cable (I provided) and scan the modem serial number. Sure the light on modem turned blue, which means the signal is here. Then he couldn't process to finish the setup of router to test the connection. During my work to finish the setup of wifi, I got into a trouble. He had no idea at all. Finally, I said, fine, the blue light in modem is already here, you can leave. After he left, I finished the setup and tested the internet. The internet itself is totally good. However, I felt super unsatisfied with the mandotery (because it's a new apartment) "professional installation". I called xfinity custom service and asked for a refund. However, the lady insisted that, first, he did input the modem information, which doesn't allow customers to do that by themselves. Second, he did connect the modem and the modem has blue light to indicate the signal was here. Third, the router and modem setting are not Xfinity business, it's customers' duty to make them work. However, first, without the mandotery "professional installation", I could just go to the store and ask them to scan my modem. Second, this is a new apartment, which means the building is in good design, all cables are just there, he doesn't need to go to some service rooms to test cables. Third, if it's a professional installation, it's the responsibility to finish the whole setup until the speedtest is good. She insisted Xfinity did everything correct, but I insisted I can't accept this mandotery "professional installation" when his knowledge and skills are totally unprofessional at all. We couldn't make an agreement. after I said whatever, thank you, have a good day, I hung up the phone. After writing the experience, I am still disappointed but not super upset now. I still think the service I got was uncecessary and unprofessional. In another word, Xfinity robbed my money and if they refused to give me refund, I have no...

Don’t try calling customer service or engage in “chat “ agent as frustrating as long wait for no help. I always end up having to go into store as Robo Call is useless! My bill always creeps higher and higher and funny how once go into store can get a lower rate for same as high price! This time a Service Appt shows up out of nowhere and cannot cancel unless get act of Congress .... I finally changed date of appt. to 3 mos ahead until I can find out what it is for???? If I need updated box, give it to me ... I can screw it in!? No answers for what need - your Question has to fit in their specific category .... waited over 20 mins for “Phone Agent” and was cutoff !! I am a patient person, but not with Comcast ! Have to go into store tomorrow (2nd time this week) to figure out my bill again and why have service appt and this is all for basic limited cable - should have Senior discounts - Comcast sucks but prob all cable...

I'm not completely sure why the reviews are so bad for this location. They made me very apprehensive about my visit. But my concern was unwarranted. I've never been to an Xfinity store before today. I scheduled an appointment to return unneeded equipment and to have my account adjusted to reflect the equipment return. I was in and out of this location in 10 minutes flat. I walked in and was immediately greeted by someone who said someone would be right with me. And within 2 minutes someone asked me my name and entered me into some system. Less than 5 minutes later I was being helped by a representative at one of the kiosks. I told her what I was there for and she immediately went to work. She talked me through each step and then gave me a receipt confirming that she processed my equipment return and adjusted my account accordingly. Professional. Kind. Efficient. What more can you ask for?...