Xfinity Store by Comcast — Local services in South Elgin

Talked to an agent on phone the other day. Told I needed to discuss it with the wife. He said he would call me back 10:30 am the next day. Next day I got an email saying an agent was going to call me at 9 am. Ok. At 12:30 I gave up and got an appointment at S. Elgin store. Went in. Took 15 minutes. Walked out with a gateway/wifi and a Comcast email address. I’ve had another company form 20 yrs so self install wasn’t an option Tech came on Monday. Asked him how long would it take to get new cable to telecom box buried. Said I didn’t need a new line. Cool. Next day my neighbor asked me if I was stealing cable from him. He showed me the telecom boxes between our properties. Both boxes were open and a jumper cable was snaked out of old service to comcast box. If some were to shove the one box closed it would damage the line. Open for weather and critters. Not if I would someday lose service but went it would happen! Dropped a low number on survey. Next day a flurry of people called me, but no date when they would fix it. Also tried to set up the comcast email address I was given, that also appears when I log in and I asked the chat bot and it showed it. Unable to do it. Sent an email to it. It bounced back as undeliverable because it didn’t exist. Called support and was told comcast hasn’t issued email addresses for over a year. Phone call guy told me I could generate up to 4. Actual number ZERO! Other hand the XB8 gateway works great. Speed is awesome. Covers every inch of my property with good speed.

8/13 Update: Day after installation installers supervisor called. Sent him the photos. He said it wasn’t right and he would get it fixed, he would get back to me. Next day I sent him a text asking what the timeline would be, Nothing, never replied. I had called support also first day. Last Friday a Comcast truck came out. Guy looked at it. Said it was unacceptable. Told me in a day or two someone would run a fresh line but it would take a week or two to bury line. GREAT!! That never happened. Yesterday I got a message that a new trouble ticket was created and would be taken care of within 7 days. This morning I got another notice that the ticket was closed as the problem was fixed. See attached photo. Nothing done. If you went to Best Buy and got a new radio installed in your car and when you picked it up on the side of the radio where wires coming out and they ran into the glove compartment that you couldn’t close any more would you go online and give BB 10s? A friend told me I should just drop it. He had a similar problem and it took 7 months for a crew to bury the line after it was installed. Internet speed is lightning fast. Support is like a dial up modem.

8/16: After many pots on social media, calls, texts and chat boxes with many promises, Friday a great guy came out “ 3rd person to come first to work on it” he undid the hot wired box setup and ran a new cable with plenty of slack to move for mowing. Said in a couple weeks it would get buried. Boxes are closed and everything looks great. Comcast, wouldn’t it make more sense to send out an actually Comcast installer with a Comcast truck instead on a subcontractor in his/her car that is only interested in how many get done per day?? ...

Horrible customer service. I went in because Xfinity straight up stole money from me. I ordered Internet and they sent me 2 pieces of equipment so when the tech came out he said I didn't need both. I tried to get him to take it but he said keep it. I was charged three times for unused equipment. I called Xfinity and chatted with an agent on my phone, they didn't resolve the issue. Instead they tried to upsell me cell service. I got fed up and went to this store. Luis took the equipment back then explained that because Xfinity has a policy of 30 days for the unused equipment he couldn't refund me more than $15. I said that was unacceptable and wanted to talk to a manager. He said there was no manager and to come back tomorrow. I've already wasted hours on this issue. And it's complete bullshit that there was no manager there. But whatever. I'll be looking for another Internet provider so they'll be losing almost $100 in business. But my whole point is Xfinity does this on purpose. They mailed me extra equipment so that they could then charge me extra every month. It's a trash company and I think everyone should know that what they're doing is wrong. Not only wrong but I'm surprised people just take it because they know they're one of the best Internet companies out there. But here's another thing they have money yet they choose to outsource customer service to other countries. Stop giving...

Zero rating from me. Shipped me a Storm Ready WIFI devise. I did not need it so I was in no hurry to install it. When I finally did, it was not compatible with the Xfinity modem I have. When I took it back I was told I was 4 days over the 30 day return period & they would not accept the return. I did not need it or want it, so I left it with them. When I got may January bill there was a $245 charge for this devise I cannot even use. When I went to the South Elgin store to address it with their Assistant Manager Jason Johnson he was not interested in resolving my grievance. He only wanted me switch my modem. When I asked, "How is it your system even allows for a devise to be shipped & sold to me that does not work with my existing Xfinity modem", Jason told me that's not possible. Their system has a fail safe to keep it from happening. When I told him their fail safe failed, he start to back track & deny he even said it. To settle the matter I offered to pay a 4 day late fee. Nope, that's not an option I was told. After several attempts to speak with the Store Manager Garrett Sitar (who was not there), I was finally provided Garrett's email address. I have emailed Garrett twice & have not received a response. Therefore, I will continue to email him on a daily bases as well as post a ZERO RATING everyday until somebody acts like they care about this 20+ year customer....