Xfinity Store by Comcast — Local services in Santa Cruz

I had a bone to pick about the billing. It took the harassed agent 45 minutes to say, after all the backing and filling on an obviously (to me) screwed-up bill, the best she could do was give me a $20 credit. I said I would call back later, as only one of several deficiencies were uncovered in all that time. I am now waiting "18-25 minutes" for the next operating agent, so I decided to fill up the down time with this screed. "We'll be with you, just a moment" comes on every 10 seconds, even though the initial wait time was 60x that long.... I am told to wait "for the next available executive". Say what? I mean, the agents must be burned out pretty quick, if the wait time is that long ALL the time. This is a Friday PM....

The bill was confected over a change I made in April to a promotional for "$110 a month", which would have been great, had it stopped there. But it was the usual "oh, wait a minute, we have to add this and that" dog-and-pony show. The first person did not tell me I needed a new box, and I was free to come down and pick it up. I said, the nearest store was 15 miles away; why does this have to happen this way? Well, the agent said, the labor charge will have to be added on, and, oh by the way, the box costs another $15. A tech guy comes out, very polite and knew what he was doing, but obviously he can only do so much.

When I got the first bill, it was over $134, what with the rebate credit and all. I let it go, after getting dizzy reading all the add-ons the promoter did not tell me about, nitty this and natty that. The agent I talked to after about 25 minutes of hearing her over and over again saying the same thing, concluded towards the end that there was some double-billing going on (of course, we pay in advance) and offered a $20 credit, and I said, 'we have been on hold and talking for 45 minutes, it is your fault that this error shows up, and my time is worth something, so I have to go now and will call back later". whew.

I am still on hold. Oops, wait, here's a guy who does sound professional and after hearing my tale, said that the bill has now been stabilized to what I thought it should have been, he put me on hold to see what is what.

(I know I've said this before but --They really have to get rid of that "hold" message that says "we will be with you in JUST a minute". that one comes on every minute with another one saying the same thing -- 10 seconds later. It must be some kind of quota thing.)

Anyway, this agent did explain in detail what had happened and I have to say he was very professional and patient with me, saw it my way and made an adjustment that makes dollars and sense now.

BTW, kudos to Tony who went to bat for me on this issue. He was the best part of my day, and I want the credit for that to go into his folder. God bless, grace and peace. ...

I want to spotlight and give a glowing review of Mr. Peso Smith, xFinity Store representative (River Street, Santa Cruz, CA). Peso Smith deserves the highest score of any metric used; 10 out of 10, 5 out of 5, 100 out of 100, or whatever.

On March 22, 2023, I decided to visit the brick and mortor xFinity Store at about 11am, after spending five hours, off and on since 6am, on the phone with xFinity Mobile telephone customer representatives. During that time, my mobile phone issue went from not receiving notification of new vmail messages to no longer having access to my mailbox altogether, as a result of a reset procedure that the very first phone representative tried. All told, I spoke to five phone representatives trying to get access to my voice mailbox.

After navigating the xFinity Mobile Customer Service automated menu, trying to reach a live rep, multiple times; after explaining my problem multiple times to multiple representatives; after being dropped from the call 3 times; after being transferred to Samsung; finally, the last straw was being disconnected again from the call with the "Advanced Technical Service" rep.

Incredulous and out of breath from frustration, I decided to drive to a local xFinity Store (River St, Santa Cruz, CA). I didn't have to wait more than a minute before I was being helped by Peso Smith.

Peso Smith's diligence and patience far exceeded what I was capable of and far exceeded my expectations. From beginning to end, Mr. Smith worked on my mobile phone issue for 1-1/2 hours. During that time, he exhausted his local office resources and then, ultimately, spent a solid chunk of time on the phone with the external xFinity Mobile phone customer service.

At one critical juncture, after an extended time on the phone, I heard Peso Smith say to the representative on the other line "that doesn't sound very reassuring... how can we be sure that he (me) will get a call back... and not have to experience more of this same type of cyclical performance that leads no where..."

Peso Smith went to bat for me! And, I struggle to think how many other people out there, would do the same for someone in the same situation. The buck could have been passed easily, but instead, Peso Smith reeled in the other representative and held on until the issue was finally resolved. Really unbelievable!

Once resolved, we shared sincere joy and fist bumped! The final outcome was a testament to Peso Smith's level of professionalism, wherewithal and true integrity that renews my faith...

Intermittent!!! One day my connect to the Internet is OK and then the next day it is POOR or completely UNUSABLE!! Too, too many POOR days!! I have used internet for years in Santa Cruz County and this is the worst service that I have encountered... When I call tech support, the Comcast techs say that the connection looks good to them - according to their diagnostic tests. What I suspect is that their tests check the connectivity between my home Comcast modem to Comcast's incoming data customer routers and that connection to Comcast is OK. --- However, I suspect, the REAL culprit is with their outgoing routers from Comcast Office to the Internet are insufficient for their current customer base data bandwidth. (HINT: time to upgrade your hardware...) I, too, can see on my MAC's "Network Diagnostics" software that I have a solid connection with my Comcast Modem here at the house, but I also can see that the statuses for "ISP" and "Internet" tests have "Failed" during the "POOR" service times.

• I have 4 other users here at the house and they come to me frequently complaining about frequent problems connecting to the internet on many days. NOTE: On good days, everyone is able to connect fine, and they are happy. BUT way too often no one can get a decent...