Xfinity Store by Comcast Branded Partner — Local services in Vancouver

Horrific customer service at this location. Over a week ago, my mother and I went into another location to have my two phone lines transferred from her xfinity account to my own. The gentleman said it should be straightforward and easy, initiated the transfer and sent us on our way. As soon as the transfer was initiated, both phones began to have network connectivity issues. I decided to give it a few days to get sorted out thinking these sort of things must just take some time. 3 days ago both of my phones were still having the same network connectivity issues. I did not have a single network issue with either phone prior to us asking for the lines to be transferred. I called to see if someone could help, got transferred a bunch and ultimately hung up on. Since I couldn't get back through to someone again, I made an appointment for this location for today. The second I walked into this store I was rudely approached by someone who clearly didn't want to be there. I explained the situation to him and began to show him the screenshots of everything that hasn't been working properly the past week. Before I could even show him all of them, he scoffed at the fact my phones are about 2.5 years old and of course is having issues because they are so old. One is a Google Pixel and the other an iPhone that are having the EXACT SAME ISSUES AND STARTED AT THE EXACT SAME TIME. It is so obvious it is a network connectivity issue. He laughed at me and told me that the only thing that he could help me with is purchasing a new phone. He gaslighted me in front of other customers that these network connectivity issues were all my fault, even with being presented proof that I was not having these issues prior to the day we went into the first location. ALWAYS GET RECEIPTS OF ISSUES WHEN DEALING WITH THIS COMPANY. Even when presented with evidence that the issues occurred after they failed to transfer the line properly, he refused to assist, or even get help in doing so, in order to potentially gain a sale. When he saw me start to get upset with how he was treating me, he turned to mocking me for being upset from his treatment towards me. I went into the store kindly, asked him for help kindly, and he decided to make the situation even worse. Instead of upgrading my phones, which I did plan on doing so within the next month or two, I will be canceling both phone lines and moving to a different internet service. 5+ years on a mobile family plan and well over 10 years now with their internet means absolutely nothing to this company. Instead of getting that "sale", he has so far lost the company...

If i could give it a 0 because this was one of the worst customer service experiences I’ve ever had. From Thursday at 5:00 PM until Friday at 6:00 PM, I had no working service—a full 25 hours—while trying to activate and port over two lines.

I was repeatedly transferred, given wrong numbers (even by reps), and stuck in endless loops with the automated system. Every step required a new call, and every person passed me off to someone else. The store told me they couldn’t help because their system was down—and even if it wasn’t, they no longer had the ability to provide port-out PINs (which no one had mentioned before).

I found out—only after the fact—that I was still under contract, which blocked my move to AT&T. By then, my service was already disconnected, so I couldn’t even receive the PIN. Customer service had closed for the night, so I was stuck.

I woke up early Friday, spent hours on the phone again, sat in a parking lot in tears after being sent in circles, and missed important time with family because I needed my phone for work and caregiving. Eventually I had to three-way call with my husband just to get one of the lines activated and the PIN sent to him. Then I had to repeat the entire painful process to activate my daughter’s line.

It took over 25 hours to get two lines working. I lost work time, burned a full day, and was left completely unsupported during a critical time. Every rep just passed the buck. No one took ownership. It was an exhausting, disorganized mess—and unacceptable from a...

If there is a 0 star, this store deserves that. Last week I went to return my TV equipment as I finally decided to cut TV service with ridiculous and enormous amount of hidden fees, they terminate my internet instead. When I went back to ask them to reactivate the internet, they did not took any responsibility for making the mistake and the fact that internet was still not working after they supposedly reactivate it. They refuse to help and start berating the customer and claim it must be the modem. When I ask is it logical that the modem stopped working at the same time as they cut the internet they claim that's exactly what happened and try to push the responsibility to their customers. They refuse to call support to diagnose the issue and when they finally call (which is unclear if they actually did or not) they continuously blame it on the customer. At this point we can get no help from them and had to left with a broken internet and try to figure it out on our own. When we call the support line, the support person clearly see any errors from xfinity server to our modem and when they finished the diagnostic, everything worked again. Shame on everyone worked in this store for the horrible treatment of your customers and for not taking responsibility when your screwed up your...