Xfinity Store by Comcast — Local services in Wheeling Township

Fiasco and the lazy manager is what I call the ongoing disaster that has been my recent experiences at the Arlington Heights, IL store.

I went in to this store for the first time in January to secure a new 2-year agreement for my cable and internet service. While dealing with one of their reps, I surprisingly discovered that Xfinity has a home phone plan that would save me a lot of money per month. Sounded good. Unfortunately, I needed a transfer pin from AT&T to complete the porting of our phone line.

A few days later I returned with the transfer pin to complete the deal. But the deal that I was offered mysteriously disappeared and would now cost $10/month more. I wasn’t too pleased with that and left.

However, while looking at the Xfinity site a day or so later, I saw an even better deal available to me at my address. So, I contacted my rep and asked him to help me with the transfer so I wouldn’t lose my phone number. It turned out that he didn’t know how to process that deal and showed it to his manager. His manager, with the offer clearly on the Xfinity website, told the rep the offer doesn’t exist.

Over the next few days, I communicated back and forth with my rep asking him how an offer on the Xfinity website supposedly doesn’t exist. I sent him another screenshot of the offer. He kept speaking to the same manager, and the manager kept insisting the offer didn’t exist. He actually told the rep to tell me to just call Xfinity. Do you believe that? A manager at Xfinity isn’t going to help a Xfinity customer of over 30 years. Really???

So, I made an appointment and went back in to the store. I was fortunate that another manager was on duty at the time. He took one quick look at the deal on the website, acknowledged it, and helped the rep sign me up. And I completed the verification process while in the store. I was told it would take a few days. And so, I left and waited for the porting to be completed. That same day I received a confirmation from Xfinity. I was at stage 2 of 4 to be activated at the price I agreed to. I was told I’d be notified once activation was complete. And so, I waited. And waited. And continue to now wait for 2 weeks and the porting still hasn’t been activated.

As the days passed, I got another email from Xfinity that showed instead of progressing to stage 3 of 4, I now went back to stage 1. I’ve been in consistent contact with my rep at the store. But unfortunately, his lazy manager still refuses to help.

I finally called AT&T to see if they had any information regarding the delay. I was told that Xfinity sent in a request to port my number that same day I signed up. It was electronically approved immediately by AT&T. But I was also told the porting has just sat in limbo because Xfinity never followed through to complete the process.

In the meantime, my rep at Xfinity is telling me that my account now shows the phone line active. I keep telling him it’s not. I tried it. I still have AT&T. Am I now being charged by 2 phone companies for 1 phone line? I better not be. I even sent the rep a screenshot of a Xfinity support site that details the porting process. When the porting is complete, my existing service will automatically disconnect.

I opened the latest email from my rep who told me he spoke to his manager again about the problem with my line not being activated yet. Instead of the manager actually trying to help, he told the rep to just tell me to call support and deal with it myself. Or pay for a tech to come out.

Why the heck would I pay for a tech? It’s a process glitch. What an ignorant suggestion. So, now I’m supposed to be responsible for troubleshooting the disfunction that is Xfinity? I’ll be escalating this issue to upper management. Hello Mr. Karinshak.

Over 30 years with Comcast/Xfinity and this is how they treat their customers. And a perfect example is a manager who displays indifference, as opposed to solving the problem. It’s little wonder they have such a poor customer service rating. And in the meantime, much like this porting glitch, I’m stuck...

I called xfinity to set up WiFi at home, specifically stating that I only wanted internet and that I would pick up equipment that day at the store. I made an appointment and went to the store that afternoon to find out that the person on the phone set me up for the slowest speed internet and tacked on additional services, like a tv add on package although I had specifically stated that I only wanted internet. So basically they lied to me and made me believe I was going to get the services I asked for while selling me something else at a higher price. I also found out they had mailed the equipment even though I made an appointment to pick it up. The woman I talked to in store seemed like she could care less about my concerns and told me that she would cancel the shipment to my house. I also had issues adding another name to the account, she said she could not add spouses name, so long story short, because I was getting the run around and being lied to right out of the gate, I told her to just cancel the whole thing altogether the same day I put down my deposit. She told me she did. Well the next day lo and behold the equipment had still been mailed so I had to go back and spend time out of my work day to return it. Also found out she did NOT cancel my service. Had to then go on the phone which took more time because although I had emails of confirmation they had difficulty finding my account and record of payment even though my bank statement shows proof of payment. It’s been a week and I’m still waiting for my 50 dollar deposit. I was appalled by how I was treated as a first time customer, and how slow they are taking to return my money even though I cancelled right away, returned equipment as soon as I got it and clearly spoke to multiple representatives about my problems and concerns. Poor customer service/interaction and shady sales representatives. I had so much stress and anxiety going though this experience, and you would think as a paying customer they would treat you with more dignity and respect.. I work hard for my money , too much to hand it to a company who apparently sees dollar signs over friendly, helpful and honest customer service. Highly...

I went into the Xfinity store because I recently purchased Internet and mobile through Xfinity I had gotten a new Apple iPhone 16 Pro Max About a month later, I broke my phone But still owe payments on the phone luckily, I had a Old iPhone that I wanted to activate at the store they told me that I can activate it but I had to add a fifth line because I was still paying off the phone so I said OK. I added the fifth line I was on my way. On the iPhone 16 Pro Max I had AppleCare AppleCare replaced the product for me So I went back in to the Xfinity store to activate the phone and cancel the fifth line that I had opened, but they told me that I couldn’t because I didn’t have insurance through Xfinity. That I would have to pay off the phone first, instead of just continuing to make my payment this is what the assistant store manager told me this his name was Robert. So I told him are you sure if I call Xfinity they’re not gonna be able to do this for me he told me to go ahead and try but because I also still owed money on the old phone, I would not be able to add the phone and cancel the fifth line Long story short. xfinity was able to help me out with everything I need it. They were able to update the IMEI that was connected to the payment phone and also able to cancel the line. I don’t know if it is not enough training, but I wouldn’t tell the customer know I worked in customer service. I was a store manager for AutoZone so I know all about say no to a customer but know your facts if you’re gonna say no, we try to help the customer out by calling Xfinity yourself. I basically did their job for them it just seemed like he was not interested in helping me. I would not recommend the store to anyone if anybody has an issue I would call customer service. They helped me with everything I need very...