They are very kind with helping you get to where you need to be (if you can only afford so much, they will try to make it happen for you in an affordable way). I appreciate that. My biggest problem is the timing. I can be on the phone or chat with them for well over 45 mins to an hour and they try my patience. I was at the hospital once because of a bad situation and they kept asking how my day was and wanting to chitchat (after I told them my situation) instead of looking into my concern. It was so inappropriate and frustrating. I’m by no means a rude person on the phone because I have been on their end and you appreciate any little bit of kindness you can get. But i was getting very short with them (sadly, these were different calls/sessions). Also, I told them I specifically needed my bill to be at “$___” price and it was after trying to get me to add phones to my internet (which would have doubled the whole bill at the end) and firmly telling them to stay on track that they listened to me. I’m all for foreigners, but if it’s a job that takes you 45-60 mins for ONE simple call… maybe that job isn’t for you and it shows Xfinity isn’t keeping up with managing their customer service representatives. Please speak with them about LISTENING to your customers, getting to the points, moving quicker, and annunciation. As I said, you guys actually GET to where I need to be, but the time wasted to get there seems not worth it some days.

I have had Xfinity for years. The internet itself is great which is the only reason I stay. My 2 biggest gripes for a company specializing in selling technology is the customer service and the fact that they can't even make their own app work smoothly?? For the app, it runs so ridiculously slow even WITH WiFi, it's basically useless if you try using it without WiFi. Even getting to the screen to pay my bill (because I sometimes need to pay it early and can't wait for the auto payment) it takes a full 5 minutes to load, then another 5 just to load the next page. The app is fully updated and my phone is less than 4 years old. As for customer service, it's almost better to go to a store near you than to even attempt to call. My cable line going from the street to my building got clipped by a semi once and it subsequently fell to the ground and was later cut by a neighbor. I was on the phone going through the "did you try resetting your router?" loop for an hour and it didn't give you any other options than to "try resetting it" and have the system call you back. When I FINALLY reached a representative, it took them all of 5 minutes to put out a work order. It took everything I had not to throw my phone through my walls. Most recent time that something happened to my line, I went into the store instead of calling and they were able to get a work order for the next day. In person they are great, the phone system is just a giant headache.

My older cameras stop working. One over a year ago and two on the same day. All the while, Xfinity pushes two-way audio home security cams. I fell for it and got them. Had to upload the purple app with white X. I practiced talking through my cams once and they no longer work. I have an older iPhone which they now say is not compatible with that app. The engineers should allow all phones to be used w/ their apps or in advertisements on the other app or wherever, there should have been a disclaimer that the cameras and app may not work the way they should in conjunction with certain or older model phones. Now…My bill is twice as much at almost (almost $250) and I can’t use the cameras the way they’re intended to be used… and the only place I can see the movement is on an old home security app which will soon reportedly be obsolete… Xfinity is the only party winning in this situation. They tried to offer me some phone (not iPhone) and they wanted me to patronize their cellular services. No, thanks. They already have my internet and home security, which is much too much. And, so this is why I believe they have some kind of way to make your old cameras and products (you get from them) stop working, they make updates to their apps and whatever, to inconvenience customers and force our hands to buy new products. This will come to light one of these days… mark these words… All to make more money.

I pay for 1200MBPS, I get anywhere between 1% and 60MBPS. Yet they charge me full price. Last night at 1% the pinwheel wouldn’t even spin. But what they don’t ever fail at is taking my money and making me jump through hoops and beg for discounts and on and on about how they can’t do anything without sending someone out here to tell me it’s not my house it’s their outside plant cabling. Ok so why make me go through this process again and again? Why not say well we are giving you half the speed so you’re going to pay half the bill? Because when I’m too depressed to call and beg they get full price because I don’t want bad credit. I’m screwed either way. Plus it makes my depression even worse and more debilitating and harder to deal with anything. Life is hard enough when you’re disabled. Internet and tv are kinda what I am left with right now waiting for my next fusion surgery. So thank you Comcast for emptying my wallet wile leaving me unable to use my service I get robbed good money for. Do you even read this? I doubt you even go through the problem of reading your customer reviews. Because you care so much. The best part is she was sending me to technical support and hung up on me. So no explanation to tech, no notes, no help from her and no tech help. All I want is to pay for what I get. If you’re going to give me half the amount of services then you should charge half the price till it’s fixed.