XFINITY Store

What a refreshing experience compared to the Sunnyvale location. Clean, friendly and attentive staff, well organized and minimal wait. In fact, I was helped right away. Short sales pitch to try and get me to upgrade, but not pushy and very informative. I will go out of my way to visit this place next time I have a need.

I went into the Palo Alto store to make some changes to my account. I received a quote but I was not able to do it that day and had to come back another day. I made the big mistake and going to the Foster City Comcast. There were no lines but I was treated rudely and poorly. I explained to them what the quote Palo Alto had told me, had it written down and showed them. The lady said she couldn’t see anything in her computer with that quote. She wouldn’t believe me and told me that the person that I talked too must of been new and gave me several excuses instead of helping me out. She made no effort to provide any customer service. She wouldn’t even call customer service for me, when I asked. I had to call myself and didn’t have the best experience either. Both Foster City and customer service both made it seem like I was making the quote up. I decided to go back to the Palo Alto store. They were friendly and I saw a different agent from my first visit. He was able to look up everything on the computer with zero issues!!! I was done in less than 10 mins. I also talked with the manager Amin. He was awesome, he was open and friendly to listen to my issue, made me felt understood and even researched why the other store might of not been able to see the pricing. Within one company I was treated so differently. I will never go back to the Foster City Store or deal with Comcast on the phone. From now on I will only go into the Comcast store in Palo Alto. They are friendly, well trained and resolved my issue quickly!

Read the good Unilocal reviews and made the 25 minute drive to the Palo Alto location to complete a new account setup and equipment pickup. Came in on Saturday morning right when they opened at 9am even though there are 3 other Comcast centers much closer to me.
Helped by Joseph who was very efficient and professional. In and out in less than 10 minutes.

Came here on a Saturday morning shortly after they opened. This place is surprisingly well put together. It is spacious, open, very clean and the staff was friendly. I shocked myself by saying «this store makes me like being a Comcast customer»
They took care of the account transfer we had to do in just 15 minutes. While you wait there you can sit and play with some tablets and watch TV, plug in your phone to charge, and do silly things like wave at the camera they have to demo their security system. The video lags, so you can go wave and then watch yourself waving.
Anyway, it was a surprisingly fun visit to a Comcast office. I would give it 5 stars if they had offered me coffee or boba.

Great store — no wait and was open on New Years Day to replace a failed gateway/​modem. But I wish they had told me about all the activation that was required. I had to call support twice to activate voice service on the new gateway and deal with Internet activation problems. After I configured the gateway manually, a few hours later a ‘captive portal’ popped up and required me to configure the WiFi SSID and password (twice!) before I could continue using Internet service.

I was delaying going to the XFINITY store nearest to me (Sunnyvale) due to all the angry reviews about waiting long times for desultory service. Thanks to everyone’s reviews for the Palo Alto store that probably saved me a lot of time. I opted to drive the 15 minutes to go there, instead. The reviews are right: a wait time of zero minutes, quick, competent service. I suppose I might have waited 15 minutes (after driving 5 minutes) at another location instead of driving 15 minutes, but at least the amount of time was predictable so that I could plan my time. I went there at around 10 am to swap a modem, then again at 7:50 pm near closing time to return it again (got my own modem and router working), and each time there were no other customers in the store and 2 – 3 employees who served me immediately and courteously.
Meanwhile, the Arris combo modem/​router that Comcast provides is a piece of junk. Frequently drops connection, poor broadcast strength (my 25 Mbps was dropping to less than 1 Mbps only 20 feet away). Some ways to fix this are: 1) change the security protocol on the modem to less stringent (a Comcast tech support person can help you with this, and 2) have a Comcast tech support person change the channel your modem streams on, as the default is channel 1, and if there are too many other neighbors on the same channel it can get clogged. I must give a 5-​star review to the Comcast tech who stepped me through all this patiently, too.
However, better yet, just get your own modem and router and avoid the Arris combo. I found an el cheapo single port Cisco modem for $ 40 and a 10-​year-​old DOCSIS 3.0 WRT54GS Linksys router for $ 20 on Craigslist, and I get way faster speeds and broadcast strength with these. So, save yourself the monthly rental fee on a bad quality Xfinity model.

We need more competition, as most of these vendors are HORRIBLE. They are practically crooks — signed and paid for high speed internet of 150Mbps and RECEIVED 10 Mbps the economy plan. Tried calling customer support, in MEXICO, and can’t get a good connection because of bad phone lines in MEXICO. Go figure!

I was nearing the end of my one year contract and was dreading the price hike that Comcast would be hitting me with. I had three phone calls with Comcast and their «customer loyalty retention» team only to get nowhere. I noticed this Comcast store on the way to my office and decided I’d stop by and see if I’d have better luck in person. Surprisingly, this Comcast looked new, clean and had no line! Better yet, Jake came to my rescue! He asked what I was looking for in terms of services and price point and offered me a package that met my needs at the price I wanted. On top of that he noted that I still had a few days left on my contract and any changes before then would require a $ 10 termination fee. He gave me his card and told me to email him later that week on my last day of the contract and he’d then transfer me on the new plan so that I can avoid the termination fee. I loved that Jake listened to what I wanted, offered me something that matched, and was also thoughtful enough to help me avoid add’l unwanted fees. I was in and out in less than 15 minutes!
I never thought I’d give Comcast a 5-​star review, but the customer service and attention I received at this location was amazing. Thanks Jake for taking care of me and for making my dreaded Comcast experience a positive one!

Customer service is disappointing in this company. They do not care about their guests and the online support is terrible. The worst I’ve experienced

Just like most of the other reviews here, I was amazed by the quality of service I got. This was not the Comcast experience I expected. Edgar helped me out. There was no wait, Edgar was knowledgeable, polite, and very helpful. I walked away happy with Comcast — something I did not think was possible.

Most reviews of local cable company’s in the bay are bad or worse but this location actually makes working with Comcast pretty easy. After a near disaster with a former tenant I had to move everything into my name, I walked in on a Saturday morning and was instantly greeted by Joseph in the store. He took care of everything for us, walked us through all the options made sure I had what I needed and did not have what I did not need. The customer service was great, completely walked me through the whole process and demonstrated the features of the cable and remote… He answered questions I did not think to ask. If you have to deal with the Cable company, definitely do it through this location.

Excellent service. I was helped by Luis. Got my account setup, picked up my equipment, all done in 15 minutes.

Best experience and customer service center Comcast ever. Wes greeted immediately. No wait time to be helped. New equipment was ordered and given to be with 10 minutes. I was out the door 5 minutes later. Thank you Brian.

If hell would have Internet — Comcast would be provider with its support! This not ISP this is scum company! Nothing to do customer service or Internet itself. That’s what happened when all you have is monopoly.

I cannot believe I am leaving a five star review for a cable store, but I am! I was so impressed with the customer service I received from Jake. He was thorough and got me an incredible deal. I am honestly shocked at how little I am paying for top of the line services. We spent time going over exactly what I am looking for, including the right type of modem for my needs and house. By going over the type of modem I need, I am saving over $ 100 from what Fry’s told me to get. Thanks Jake!

Overall, I hate Comcast, but my experience at this store was fantastic.
After 5 frustrating phone calls with the customer service number I decided to stop in the Xfinity store down the street for the first time. Customer service at the store was fantastic — I was helped right away, the guy I worked with was extremely knowledgable and generous, and overall this helped me cut out a lot of BS out of my interactions with Comcast. So thankful they have this store and hopefully this is a sign of Comcast turning a new leaf… but I won’t hold my breath.

Prior to this experience I literally felt like I was loosing hours off my life from the stress of dealing with Comcast about any issue, large or small. But not since I’ve found this store, they have great customer service, its clean and new, and never too busy so you don’t have to wait long. Joseph was the representative that helped me out with the issues I was having with my account and he was awesome! He was very friendly and helpful, and definitely made my experience with Comcast that much better. He was also very patient and actually listened to my concerns and found a way to fix the problems. I recommend this store over the 800 line any day!

I have to say that, overall, they are nice and give good service. The gripe I have that makes me give them a lower rating is that I pay for «Extreme 105» Internet service, which should get me speeds over 100mb, but I rarely get more than 70. Every once and a while I do a speed test at the modem and find that speed is a problem. I call them and they are nice as can be and an hour later we have gotten the speed up to near 100. I have replaced modems, rebooted countless times, sacrificed a chicken to the bandwidth gods and, no matter what, rapidly, the service degrades. I have been shopping for a new provider. AT&T isn’t even on the same planet speed-​wise but there are fiber connections that should do the trick.

1^st let me be abundantly clear. I HATE COMCAST. HATE THEM AND THEIR MONOPOLISTIC BUSINESS PRACTICES.
That said… if you’re forced to deal with the company… this store is a great location to do it. Perhaps because it’s new… it’s rarely if ever crowded, so there’s little to no wait at all. The employees are extremely friendly and as helpful as they can possible be given who their corporate overlord is. I really was grateful for how earnest and helpful the employees were and highly recommend this location if you’re forced to seek help dealing with Comcast.

Best ISP buying experience that I have ever had! The store looks really nice. The salesperson was pleasant, got me a great deal, and did not try bother me with extra packages. Would definitely recommend.