Xfinity Store

Update-​Never received a phone call back from tech support (not surprised). Finally solved the issue myself after fiddling with the settings on the box for 20 minutes.

My Internet only Comcast Review:
Pros: IF/​When the service works it’s fast.
Cons: If you EVER have a technical related network/​line issue with the service, you’ll be SOL until a technician comes out, and even then it’s a gamble.
I’ve been a cable internet user in the SF Bay Area since it was run by @Home services back in the late 90s/​early 2000s. The service was great back then but more importantly if you had any technical network/​line related issues you were able to call in and actually get assistance from someone who had access to their internal system and troubleshoot. Since Comcast has taken over cable internet service within the SF Bay Area they have overtime REMOVED the very customer service staff that was able to assist with their internal network/​line issues. Fast forward to present day and Comcast has moved ALL (90% according to a sales rep I spoke to) of their customer support overseas. Their downfall in moving all support overseas is that their over seas reps seem to not have ANY type of internal access to their networks in order to properly troubleshoot and diagnose technical issues. They seem to only have the option to reset a customer’s modem and schedule a technician to come out.
Today is the 2^nd time in about 2 years I’ve disconnected my internet services with them, this time for good. The last time I canceled was due to slow internet that «came out of nowhere», I’m talking 56k modem speeds. They had 4 technicians come out, had me buy new modems, only to resolve the issue for a day or so and then have the problems come right back. For God sakes they don’t even send their technicians out with laptops anymore so they can test the service THEMSELVES but instead rely on customer equipment to test on. That should say a lot right there. How are you going to troubleshoot an internet issue if you don’t even have the proper equipment to test it out???
If you call in for help it’s a God damned circus. Basically… if the rep you’re speaking to can’t resolve your issue in about 5 — 10 minutes (from what I can tell) DO NOT WORRY as they’ll be able to transfer you to another department who will likewise have someone else to transfer you to and so on and so on until you end up being transferred back to the 1^st department you were speaking to initially… all the while having to explain your issue over & over. I have literally spent HOURS on the phone speaking to department after department.
You know it’s bad when half the people there you speak with can’t even pull up your account on their end. You call in, enter your # into the automated system, it confirms your actual service address house number only for you to later end up speaking to reps who will tell you they can’t find an account number and in most cases transfer you to sales… when all the while you’ve been paying them a monthly bill.
Anyways, I can go on and on about how as a company they’ve paired a great internet service with POOR customer support has ultimately ruined what was a great internet service in the SF Bay Area but if you’ve read all of this you may be an actual customer or a potential customer so let me give you a few tips I’ve learn from dealing with them.
#1 RECORD EVERY CALL — Seriously, download a free call recording app to your cell phone and record EVERY call you have with them. While I can honestly say that the folks in the Philippines are EXTREMELY courteous, you’ll be surprised with the phone etiquette you receive from folks in non support departments. Trust me, you’ll want to have the call recorded.
#2 Can’t find your account even though you’ve been paying a bill for months??? Just ask them if they mind if you open up a 2^nd line so you can enter your phone into their automated phone system so it can confirm you actually have an account. Don’t worry, after they decline your offer to help them out they usually end up being able to find your account after YOU ask THEM if they can find your account using other info.
#3 Look for other providers. Seriously, if you’ve read this far save yourself time and find another internet service provider. AT&T & Comcast are starting to loose their monopoly in the SF Bay Area as there are PLENTY of new local ISPs offering comparable speeds (if not faster) and sometimes at a cheaper or equivalent price.

I’m soo tired of Comcast aka concrap. About two years ago Comcast fried my tv and modem while working outside on their wires. I had no internet or tv for almost two weeks. I went down to their union city office and brought in my purchased fried modem and spoke with the manager, who apologized and gave us a new modem for free. Then when I noticed last year that they are making me pay rent on the modem, I again go physically into the office where a new manager says that I either have to buy a new modem or pay rent on the «free» modem they gave us. So I returned it and walked over to bestbuy and bought another modem.
Now I cancelled Comcast and the phone rep gives us this beautiful overpriced deal. So after I say that I would go to the office and not want the product delivered, I begin to really think about all the crappy service I get, cancel in the office and return all my equipment. Behold, guess what comes delivered on Saturday? So here we go again. waste more time at the Comcast office on Sunday. Because I have nothing better to do. I returned the equipment and get a receipt for whatever crap they sent me.
Now it’s Monday and I now get this email «demanding that I return their modem.» You know, the one from like over a year ago? The one I purchased this new modem outright, with proof from Best Buy and I have the receipt. I can find my Best Buy receipt for each time I returned all the equipment physically to their office and now they want me to locate a year old receipt? Plus they now want me to send them the receipt for the new modem I bought? Wtf?
My advice to the masses would be, if you are going to deal with anyone from Comcast, either: 1. Record the conversation. 2. Take your receipts for your returns and screen shoot them and scan them into your computers because you will need them years later for proof. 3. Go. no RUN to Direct Tv or another cable provider. 4. Just watch tv on your phone.

So their phone rep missed telling me the store closed at 7. I haul ass during rush hour arriving at 7:01. 5 employees looked at me, made eye contact, 2 shrugged laughed and turned off the lights. While still standing a few feet away inside. Leaving out the back door by 705. Could someone have been KIND enough to come to the door and tell me there’s no way to help me? Or apologize? Rather than laugh at me? Guess what jerks? I have a FREE install tomorrow at my house. So here’s to karma serving it back to you rather than being a decent human being that works in customer service. I’ll be filing a complaint with corporate tomorrow. You’re welcome.

Comcast yet again ranks among worst companies for customer service!
Congratulations.
According to Comsumerist’s annual reader poll to nominate the Worst Companies In America, Comcast is the best at being the worst. The cable company has won the Golden Poo award for the second time, excelling horridness in an industry dominated by companies that treat their customers to a never-​ending pile full of bs.
I feel so sorry for the employees working for Comcast being treated like crap from customers because they’re not deserving great service as they’re paying a hefty amount on bills every month.
Comcast has one of the most aggressively irritating customer retention strategies in the business!
On the bright side, my internet is faster than when I had AT&T. I got to play my Playstation 4 perfectly smooth.

3 star rating! Why? Once I was helped by the gentlemen it was a fast and painless transaction of getting Internet. Comcast is the only provider in my neighborhood.
I did however watch the two employees literally for 10 minutes sit behind their computer and what looks like shared snap chats or something funny on their iPhones. Then they looked at the queue of 4 and waited for a name to be called. Then one guy called the guest in front of me, and they other called me a moment later.
Perception sucked.
Some advice for the manager, a personable experience, exchange names maybe and pay attention to what your representatives are doing. It seems like a waste of retail space for nonchalant, lack of urgency type of service. I felt like I had to smile for your employees.
Cheers

Walked in, check-​in at front counter. Your name is displayed on overhead displays. I was #12. 3 people working.
I waited for about 20 minutes or so. Once my name was called, I was able to quickly return my cable box for a newer cable box.
The wait, I’m sure varies on the time of day, day of the week, and the number of employees available to help. Once I was called, the service was prompt. No up selling.

Better Than I Expected
I was initially going to give this location 4 stars (why I didn’t will be made clear later).
My wife and I went here on the 13^th, and we were pleasantly surprised.
First of all, some of the photos for this location are hilarious (ex:
).
Thankfully, although a lot of other customers were around (we got here at about 1:30), we were only waiting about 20 minutes.
My wife laughed when I said that I was reminded of the DMV (after you provide your name at the front desk, it will appear on some screens).
We were 12^th in line, but really 10^th because 2 people must have left before their names were called (I had a magazine with me, but never opened it).
:
My wife and I expected the service center to be small, but it’s quite spacious (I was also impressed at how immaculate it was inside).
There’s also seating for over 20 people (all of the seats were taken after we sat down, but customers were being called quickly enough that those entering the store were able to sit right away).
There were 3 TV’s on.
Maleficent was playing on the main ones.
A college basketball game was on the one that’s part of the X1 area.
One of the associates was friendly, but slow (while we were waiting, a guy who may have been a technician was chatting with him).
Another male associate was too impatient. He wasn’t really waiting for people to get to the counter (after just a few seconds, he would call for the next customer in line). He also seemed a bit gruff in general. I’m glad that he didn’t help us.
2 of the 4 associates could have been louder when calling out names.
Our associate was like Wanda Sykes without a sense of humor.
She was a little slow (she also had a hard time locating the remote controls), but she was helpful and fairly thorough.
She even gave us 2 remote controls (we basically received a new model and an old one so that we could decide which one we really wanted to use).
We mainly came in for a WiFi modem (we switched our broadband modem out).
It was nicely wrapped, and setting it up was explained to us well.
I’m giving 3 stars instead of 4 because we received a dud.
The modem worked on Saturday night, but only after my wife and I called Comcast.
That in itself was an ordeal (a customer service representative hung up on me– he had a thick accent, and I don’t think he liked the fact that I was yelling a little).
When she called, my wife was transferred 2 times, and she was on the phone for about 80 minutes (the woman that she mainly talked to was excellent).
I had no Internet access from Sunday-​Tuesday (I don’t really know why things were fine on Saturday night, but not the next day).
The technician who came on Wednesday, however, was stellar. He gave us a new modem and got it going. He also programmed the 2 remote controls that we had been given.
(It truly sucks when I can’t go online. A few others celebrated and gave thanks to God, but one of my female friends on Unilocal actually missed me.)
At one point, I tried to get the phone number for this place.
I groaned when I called 411 and discovered that it’s now run by Comcast.
They have even made getting a phone number more tedious and complicated than it should be (when I was finally given the phone number, there was dead silence on the line when I agreed to pay $.50 to be connected).
I don’t really blame the service center for what happened (when I was upset and losing my mind, it partly had to do with how hard Comcast can make it to receive help).
My wife and I were treated well here, and the wait was fairly minimal.

All we needed to do was drop off two boxes that we are no longer using and was told I could leave the boxes without a receipt or wait for who knows how long with 10 people ahead of me. I decided to wait because Lord knows Comcast could claim anything to get money out of you. I’ve been waiting for more than 45 minutes already, there was at one point 17 people on the waiting list and three of the four workers on the floor left the floor. Ridiculous customer service. Be prepared to waste a lot of your time. Or maybe make an appointment.

Wait time: Ultimately SUCKS (–3) i checked in at 1254pm on a FRIDAY, and was number 27 on the list. Got called at 1:52pm. Wait time could have been later, but a lot of people just left, and couldn’t wait…
Customer Service: if you get Alex, you’ll be in good hands! She’s very helpful and has a lot of patience. As long as the wait may be, she will take her time answering all the questions you may have! (5)
Waiting area: really spacious. There are seats everyehere! They have a charging station for your cell phone if you need it. (1)
On average, a solid 3 of 5!

Comcast/​Xfinity has horrible customer service. False advertisement is the honest truth.

This is about Comcast in general and not about this location.
Worst service! Liars! Inconsiderate! Bullies! Unapologetic!
C — Cheats
O — Obnoxious
M — Malicious
C — Cruel
A — Anti-​courteous
S — Shyster
T — Total losers
They force you to switch cable box. They send you defective equipment. They want you to waste your time taking the bad box to a Comcast store. They disconnect the old working box before everything is set. Now the new and the old doesn’t work. They say a tech will come between 5 and 6 pm. 6:30 pm and no one shows. Next rep says ticket is still open, tech will call. Where is the tech? He is trying to call, but can’t reach you because you are on the phone. Like I don’t have caller waiting on my iPhone. Liars. The rep did not want us to go to dinner, but instead wait for the tech. It’s 10:35 PM, no tech yet, no calls yet from Comcast. Great service huh? Fantastic! If you have a choice, don’t use Comcast.

I’m waiting to talk to a live person about why they have billed me for the next month, when I had cancelled my service over a month ago. It’s Friday at 1pm. I’ve been here for 45 minutes, and I’m #11 in line; there are a total off 33 people on the waiting list.
There are 6 empty stations. I think there might be 3 people working here today. I get that this is a stressful place to work, but can’t Comcast find a couple more people to help?
Just another reason I won’t be a Comcast customer again. Ugh.

Lines are always long and slow. 21 people today in line when I went in. This is not how you run a business. Everyone should cancel Comcast and watch movies and tv shows for free through Kodi or use Apple TV or Amazon Fire tv

It was alright here.
the last time i was at this location, it was before the renovations and refurbishment they added. It was dark, gloomy and less than friendly.
Now when you walk in there is a front desk person to take down your name and show what # you are on the wait list. You continue into the the center of the shop where there are dozens of tvs surrounding the sitting area. There’s quite a decent amount of seats available and huge screens w/​mind-​numbing tv shows on to keep you occupied while you wait.
I was told it would possibly be a 20 min wait to exchange my modem, which was fine. There was a big tv infront of me.
What i wasnt aware of was that i needed a bunch og information about the account holder prior to my visit. I was doing this on behalf of a relative but the associate helping me was willing to assist me as best as he could. He did let me know that next time i would need more info and to exchange the cable boxes, they would all have to be brough in at the same time.
overall, it was an OK experience.

So far I am not impressed… There are 5 people waiting for service. There are 5 employees behind the counter and more roaming in and out with no one helping a customer.
The disgusting thing is one worker picked up an empty candy wrapper off the ground and placed it back in the dish with the other candy…

Very slow service. The few people they have working are busy locking people into multi year contracts. Was here last week and just as slow then. Did not even provision the cable box right so had to wait and talk to four different people on phone to activate. Now back again to return old box and waiting forever to do it.
Just sitting here it is eye opening the things you hear the sales people say. You are paying too much, you just need to sign up for this and agree to this two year contract and the prise will be lower for one year. We will mail you more hardware but if you don’t need it you don’t need to hook it up. OMG! Petitory sales.

Out of 8 stations, with so many people waiting to get helped, on 2 stations are manned. An hour and a half wait for a 5 minute service?
Terrible customer service; employees’ lack of interest, or «I don’t care» attitude.
You have one greeter, but what else can he do? He types in people’s name. Leave the tablet down and we can type in our own name.
Management, why don’t you separate customers:
1. New Customers (normally takes a hour per customer)
2. Return Only Customers (typically takes 5 minutes)
3. Billing Questions
4. By appointment only customers

Michael Posada that I dealt with at this Service Center is highly simpatico and personable. They have a greeter, and there is room to wait while one of the service representatives can get to your case.
I think that Comcast is a much better value, though more expensive, than AT&T.
I have had some difficulties synching my e-​mails, but those problems I have worked through.
So, I get to enjoy an introductory price. I asked them what it will be later. What puzzles me is why my statements tell me that I am paying $ 2.00 per month extra for more than one statement, and that I should call a certain number if I don’t want to pay for duplicate statements. Eventually, the folks at that number told me they won’t remove the $ 2.00 duplicate statements unless the introductory price is tossed out; so guess what I said let’s not worry about the $ 2.00 duplicate statement fee. Still, it does puzzle me.

Ohhh Comcast! How you make me angry sometimes! Where do I start?
I came in to this office after speaking to a Comcast Rep on the phone for over an hour and a half. My issue was that I needed internet and the rep wanted me to wait for the internet box to come in the mail… SAY WHAT! HELL NO! I needed internet that day just like Comcast be wanting there money!
After arguing with the rep on the phone she stated that she was going to send my box to this Comcast location and I can pick it up.
I came in this office around 11am before going to work. Once I walked in I noticed the people on the side of wall… waiting to be helped. OH SHYT! I was thinking in my head. I figured I would be waiting for about a nice little hour.
I took a seat in the most UNCOMFORTABLE chairs I can EVER sit on! Like really Comcast? You have to be able to accommodate chicks with big butts! (raising my hand) because I’m one of them.
I started to get more irritated and started taking pictures. I then noticed that a Comcast worker was in the corner… just texting away, not even bothering to call the next person waiting. I started to take my phone out and take pictures of him, oh yea, I was PISSED! As I was taking pictures the comcast workers were seeing me and instantly got the workers attention. Once he realized that I was taking pictures of him he called the next person up… OH BOY! He called my number.
I walked up to his booth and told him my issue. I was at a boiling point at this time. I didn’t want my bill to be over $ 100 and I made that known that if It went up that high I would be back in the office to complain.
Eric gomez calmed me down and stated that he was going to get my bill to less then $ 100 plus I would have that rate for a year! OH YES! I was all ears after he said that.
10 more minutes after, I was heading out the door with my internet and cable bill total of $ 86. NOT BAD!
Eric gomez thank you for being helpful, although i took a star away for the texting and the uncomfortable chairs! i believe I was treated fair and i would definitely come back here again!