XFINITY Reviews 

interntet keeps dropping all the time, wifi on my phone doesn't even work so i only use it for computer and console. booked appt through the app for a tech to come look at the router, and not enough it somehow changed the date by a full week, the appt was cancelled the next day after confirming it, without notifying me in any way so thanks to their incompetency i wasted 2 days waiting around for no reason. trash customer service. 0/10 - would not recommend.

I have been with this company for months now, I moved and set up a transfer. I was told plug and play good to go that was wrong so when I tried to activate my service at my new address, they gave me an error code. I called customer service assistance and they set up a technician to come out the next day from 8 AM to 10 AM. I took off from work that day. Stayed home all day waiting for a technician that never showed up so I called customer service who stated the appointment was never scheduled. However it was in the note so they would try to get my appointment escalated to get somebody out there the same day that was denied and they had available within two weeks so I told them to cancel. They transferred me to someone else he was very nice. At least I thought so he said he would help me I believed him he said he was gonna give it to his supervisor and then I would receive a call back within an hour. It’s the next day and I haven’t received a call. I’m a diamond level member whatever that means so I hate to see how they treat lower levels. Don’t even waste your time with this company. You can go elsewhere.

I am filing this complaint due to a severe failure in service delivery, coupled with highly deceptive and predatory sales practices by Xfinity customer support.I currently subscribe and pay for Xfinity’s 1,000 Mbps (Gigabit) internet tier. However, my connection has completely degraded, delivering only 8 Mbps download and 4 Mbps upload over my Xfinity-provided wireless gateway hardware. This represents a near-total failure to deliver the service bandwidth for which I am being billed.When I contacted customer support to troubleshoot this blatant hardware or line failure, the experience was unacceptable. The representative transferred me to a chat session and held me hostage for over an hour. Instead of addressing the physical technical emergency or scheduling a technician, the agent used the interaction as a high-pressure sales trap. They repeatedly attempted to upsell me to a faster speed tier (which I already pay for), pushed promotional Peacock subscriptions, and actively attempted to transfer my cell phone lines over to Xfinity Mobile without my authorization or consent.Using a critical technical support failure as leverage to aggressively port a consumer's wireless carrier lines without explicit permission is an egregious violation of consumer trust and a deceptive business practice.I demand that Xfinity immediately escalate this to an executive resolution team, send a qualified line technician to diagnose and swap out my failing gateway hardware, and provide a substantial billing credit for the days I have been left without the high-speed internet tier I pay for.

My Experience with Xfinity Customer Service
My experience with Xfinity customer service has been extremely frustrating since I began using their internet and phone services. My bill changed frequently, and every call or chat with customer service took an hour or more to resolve anything. It often felt as though the agents were reading from a script, and different representatives repeatedly contradicted one another.
Problems with the Phone Upgrade
When I decided to upgrade my phone, I specifically told the agent that I did not want to finance another device, regardless of how many credits were offered. I was looking for a free upgrade. I asked whether I needed to trade in my iPhone 13 Pro, and the agent told me it was not necessary. Based on that information, I sold my iPhone 13 Pro and expected to have only a regular phone bill.
I did not receive my bill until after the fourteen-day equipment return deadline had passed. When I reviewed it, I realized I had been charged for a device payment that I did not want. I had also been talked into getting a watch, which resulted in a two-line bill. Xfinity was charging me for a separate line even though I believed the watch was connected to the same phone number. I later discovered that another number had been assigned to the watch without my knowledge.
Unresolved Complaints and Escalations
Because of this, I ended up with two device payments and an additional phone line for the watch. I complained that I had been misled by the agent, and the issue was escalated so Xfinity could listen to the phone call. However, no one ever followed up with me about the complaint.
At one point, I spent more than three hours on the phone with Xfinity and still did not get the issue resolved. That was when I decided to cancel my internet service. I also had a $500 device balance due on my phone bill, and I thought I would be stuck with Xfinity phone service until both the watch and phone were paid off.
Why I Switched to AT&T
Fortunately, when I switched to AT&T, they agreed to pay off my phone, offered me a $200 gift card, and lowered my internet and phone bill considerably. An AT&T representative even came to me personally and helped me complete the transition to a new phone at no charge—the same model I had before. I can still use my watch and phone together as one line instead of being charged for two.
That experience made it clear how Xfinity had caused me to pay for two lines and how an unfamiliar phone number had been assigned to my watch. I now have a local AT&T representative I can contact whenever I need help, and I am able to use both devices without the same billing problems.
Final Thoughts
I decided to pay off the watch with Xfinity, while AT&T paid up to $800 toward my phone payoff. After everything I went through, the difference in customer service has been incredible.
I also went to an Xfinity store in person after the phone-agent issue, but they told me they could not help and that I had to deal with customer service by phone. That phone support had already been a nightmare every month since I started with Xfinity.
I highly recommend AT&T. They go the extra mile, and their internet and phone service have been very good—better than Xfinity in my experience. Ultimately, I did not switch because of the service itself; I switched because of the customer service.
Sincerely,
An unhappy former customer,
Dawn Davis

The service line hangs up on you providing no useful information.

"There is an issue in your area. It will be resolved in a day. Goodbye"

Thats what it said yesterday .. lol, idiots.

I signed up for updates yesterday.. how many did I get ... 0. I checked the Web.... There are no issues with your connection....

They could improve service by having a real/fake agent explain what the issue is is in detail. Not some canned it's not working message. I already know that, obviously.

They could track issues so that there is a history and keep it current.

Moved into an apt two months ago that was supposed to have Xfinity internet access necessary for my employment and three children's home schooling. I had two xfinity servicemen and the contractor assess the apt and tell me that the wiring was wrong and couldn't be used to set up access. Comcast managed the wiring so was ultimately responsible. A Comcast senior business account executive spoke with the building contractor and texted that she would send technicians to resolve the issue. Now I am told that she is on two months medical leave and no one else can access the records to address this problem. I would love for someone from Comcast to reach out with a solution. I have not had employment nor have my children had schooling for two months.

For Xfinity to be a big company, it is absolutely unacceptable for the website to ALWAYS have error pages.
Calling customer service is …….let’s just say it doesn’t matter. I am so disappointed in this company. They promise rewards but make it extremely difficult to redeem them. And it repeats. I honestly feel that this is done purposely.
Xfinity you really need to get it together.

If I could give Xfinity a zero star I would. My father has been out of internet for nearly a month. He calls and sets up appointments to have a tech come out a fix the problem. He has schedule appointments that they constantly cancel. They don’t want to talk to you regarding the issues. They always want their money but won’t come out when there is an issue. They won’t take money off your account as well considering their service is not working. I can’t beleive a company of this size has terrible customer service

This is just regarding the website: It is the slowest, buggiest site operated by a major corporation in America. If Comcast had any shame, they'd be embarrassed.

We are having bad experience, the TV keep buffering, we call for service which was terrible, they dont try help you, couldn't lookalike any movies, refuse to issuea a credit, I have the top of line with them, camera, alarms everything and can't get any help

I tried to do self install, they tell me they shouldn't have offered that to me since it has been 10+years since my home ran on Xfinity, so they scheduled an install. Well the first day I wait nobody ever shows up, then 2 hours past my window I get a text that my appointment needs to be rescheduled, so I picked another time again they didn't show. So I said nevermind I don't want the service. Well they start taking payments out of my account instantly, even though I wasn't able to even get it run to my home. They said they cancelled my service and charged my account 2 more time!! Now I'm trying to get almost 500$ back from them and I never even had one second of service with them. Customer service is a JOKE!! DO NOT USE THIS SERVICE! IT IS TRASH!

This is the worst company with the worst customer service of any company that I have ever had the displeasure of dealing with. I've had internet with them for two and half years, and I rarely get reimbursed when there are outages—and there have been plenty of outages and even more days when the internet is in and out.

I have also wasted countless days/hours of my time over the last 7 months since switching over my phone to them (which I did not want to do, but the promotion was too good to pass up). Around this time I'd also switched banks and updated my billing information on their website—though the changes would never go through, so they kept billing my old account (which I'd deleted many times, though it wouldn't disappear), which then kept coming back as declined since I no longer banked there. Because the new bank account information kept disappearing, I had autopay set up on my debit card so I could pay my bill each month, which was their excuse for not giving me the $10/month autopay discount these last 7 months—even though several agents over these last few months assured me everything was fine once they'd "fixed" it on their end.

Today I thought I'd try again, because when I'm actually able to get a human in the chat, they at least reimburse me a tiny bit then assure me this issue is resolved this time, yet it is never resolved, so I set aside some time to actually get it resolved—it is still not resolved after HOURS of getting disconnected, then asked to call, then getting bounced around from one department to the next, etc. When the last person tried transferring me, I said I'd had enough since I'd wasted half my day on this, and I wasn't confident yet another department would resolve it when I've been getting bounced around for hours.

Everyone's excuse today was that because my old bank account kept getting declined (due to Xfinity's glitchy website), the new account (which has never had a declined purchase from any company) is now blocked so I'm never getting the autopay discount. I had to tell this story about 20 or more times today too, to all of these agents who could not comprehend what was going on (they kept trying to remove my card, which is a good working card; they thought I had two Xfinity accounts, not bank accounts; they apologized for Xfinity's glitchy website, then said there's nothing they can do but credit me $15 when they owe me around $70; etc. etc.

I think at this point I need to just take my router back to an Xfinity location in person and cancel my service and just go with another company for both internet and phone; it's incredible they're still in business when this kind of thing keeps happening to literally everyone I know—and they know it and clearly do not care.

I have been without service for a week and restored yesterday. In the interim no personal contact, only frustrating texts…with no updates. Today, while service restored…it is intermittent on, then off. The text message contact refers to a website, brilliant…as I have no internet. Also, no voice and my cell phone uses WiFi connection.Finally, after several attempts to reach a person to schedule service call…After waiting 20 minutes and two disconnects…and no service…I am given the 19th…a full week away for a service? For this privilege I pay $330 a month and perish my attempts to lower…those responses are if we unbundle to delete a service, it will cost more. Not sure how the Public Utility Commission gives Comcast exclusivity in our area…certainly not on the merits of the services rendered , or lack thereof.

I ordered a new cable
Box cause the old one was outdated. It arrived within a day. I installed the box, didn’t work, called customer service they said the box was not in their inventory yet but would be within 6 to 8 hours. 12 hours later. Still doesn’t work. Called again. They could not fix, wanted send another. I said no, send a technician. They told me to give all boxes to technician. Tech arrive with another new box, installed and it works. I asked him to take the box that didn’t work and he said he couldn’t. He would get in trouble. I needed to return to a store. Returned to store, had to wait to return it. Finally they looked at my account and noted the box was not on my account. No kidding. I left box and

Unified Review — Xfinity’s Customer Service & Billing Problems

Xfinity’s customer service has become one of the most frustrating parts of having their service. They constantly make false promises about promotions, credits, and “locked‑in” prices that never show up on the actual bill. Every rep tells a different story, and none of them match what you were originally told. They’ll swear your rate won’t change, then the next month the bill jumps for no reason.

They love to say “we’ll fix it,” but nothing ever gets fixed. You’ll hear about credits being added, fees being removed, or promotions being honored — but when the bill arrives, it’s even higher. Calling back means starting over with a new rep who has no idea what the last one supposedly did. It’s nonstop miscommunication and zero accountability.

The monthly bill changes with no explanation at all. Random fees appear, promotions disappear, and customer service acts confused when you ask why. It feels like they count on people not noticing. The inconsistency is exhausting, and you end up spending more time checking your bill than actually using the service.

Worst of all, the reps will say anything just to get you off the phone. They promise callbacks, adjustments, notes on your account — but none of it ever happens. It’s all talk, no action. The pattern of bait-and-switch behavior makes you feel misled and taken advantage of.

Overall, Xfinity’s customer service is unreliable, misleading, and inconsistent. The promotions they advertise rarely match what you actually get, and the bill changes every month no matter what they promise.

Worst Company I ever dealt with in terms of customer service. Misleading client information in the “promotional” plans. Increasing the “guaranteed monthly rates” in customer internet plans a month after the plans starts. Charging for equipment that was “part of the plan”. On line customer support all AI and useless. When one gets to speak with a human customer service agents you can only hear they can not do anything or fix anything let alone propose a solution to a problem. If you have a choice in internet providers stay away from Xfinity!!!

My Xfinity service stops working at least once every two months. This time, I cannot get Amazon Prime working on my Xfinity TV box. It is so hard to reach their customer support people... and when I have, they have not been able to help. This is so frustrating!

It is a great company with wonderful staff who resolve issues for you. I called recently, and the representative was very helpful and answered all my questions in a friendly manner.
Thank you Garima .

Your voice chat is horrible. You should improve it tremendously and you suck as a cable to provider. You’re lucky you’re the only provider in my area or I would cancel you.

I have been with XFINITY for about 19 years. I like many people in todays economy Am struggling financially. I had to downgrade my service to just internet (cancled the phone and tv). I am $533.00 behind in my bill. Money I do not have right now. I called to set up a payment plan on my over due balance. The answer i got is I have a extra 30 days to pay now or they will cut off my service. This is how you treat a 19 year customer just because I am going through hard times.... that's wrong