Xfinity Store by Comcast — Local services in Rochester Hills

After dealing with a series of issues with Xfinity's customer service, I made the decision to switch to AT&T. Here's what happened with Xfinity: I signed up for a new account and they sent me a modem, which turned out to be defective. I spent over 3 hours trying to set it up with a customer service rep over the phone, but they couldn’t fix the issue. Eventually, I requested a technician to come and check the problem in person.

The catch? They never mentioned there would be a service fee for the visit. When I checked my account a few days later, I was shocked to see a service fee had been added. I tried contacting their customer service but spent over 24 hours in the online queue with no success. It felt impossible to reach anyone, so I went to the Xfinity store, hoping to speak with someone in person.

When I explained that the issue was a faulty modem that they had sent me (confirmed by the technician), I kindly requested they waive the fee. I had expected some level of accountability since the fault was entirely theirs. Instead, I was met with rude, dismissive staff and management at the store, who seemed indifferent about losing me as a customer.

I decided that was enough. The service was unreliable, the customer support was awful, and they clearly didn't value me as a customer. I switched to AT&T and haven’t looked back. If you're considering Xfinity, just be aware of potential hidden fees, malfunctioning equipment, and a frustrating customer service experience. AT&T has been a breath of fresh air...

I moved into a new rental and the previous tentant did not cancel their xfinity internet, so I had to go to the store with proof that I was now living their so I could get my service transferred to the address. After about 15 minutes, the old internet account was cancelled and my internet was up and running at the new address. The internet worked great for about 2 days, then without warning, my internet stopped working because it had been cancelled during the transfer process by the employee helping me.

I went back to the store and was helped by Nick. As he checked out what was going on with my service, he was able to see just how many steps had been skipped during my previous visit, causing my entire account to be cancelled and me having to sign up as a new customer. I paid $45 for my monthly prepaid service during the first visit to get my wifi up and running at my new address; however, after it had been cancelled WITHOUT MY KNOWLEDGE OR REQUEST I then had to pay an additional $45 for 30 days just 4 days later. Everything is up and running now, thanks to Nick. Had I just had the experience I did during the second visit I would be giving 5 stars for the great service I received but my internet being completely cancelled because the first employee who helped me seemed to not know what he was doing made the process unnecessarily long and...

This store is ok but customer service calling xfinity is terrible. AI does not work in many cases and you need to be aware of that! I lost my internet this past Tuesday at 11 am. I tried calling and following prompts all I could get was the AI voice. ( I did not select chat with agent option). The computer told me to unplug modema and wait 15 minutes and I would get a call. I never got a call. I called again and was told the same thing. I could not get connected to a live agent. I went through this all day until I finally got connected at 11:30 pm.( I did get an email around 6 pm saying a tech would call me Thursday at 9am) I teach online so I need internet access. When I spoke to the woman at 11:30 she got an appointment for the next day between 1-3. I told it was a cut line and mark it down. I called yesterday 3 hours before the appointment and asked if it was marked about the cut line. (I did not want a tech to come out and then not know I needed line repair materials). Of course it was not marked down. Xfinity please pay attention to customer service. Your AI prompts do not work in many cases. I cannot afford to miss almost 2 days of classes because of your AI use! And train people to listen and mark down what he customer says. Do you think 6-7 calls and 24 hours hours of contacting xfinity is good...