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Xfinity

www.xfinity.com
What is your customer experience with Xfinity?

Xfinity Overview

The aggregated data is based on reviews and questionnaires provided by PissedConsumer.com users.

  • Xfinity has 1.9 star rating based on 6797 customer reviews. Consumers are mostly dissatisfied.

  • 24% of users would likely recommend Xfinity to a friend or colleague.

  • Rating Distribution
  • Pros: No pros, Frustrated, Internet.
    Cons: Customer service, Poor customer service, Horrible customer service.

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Media from reviews

Xfinity - Terrible customer service
Extremely Disappointed with Xfinity's Streaming Services and Customer SupportExtremely Disappointed with Xfinity's Streaming Services and Customer Support - Image 2I tried another 4 times of Xfinity calling no resultsI tried another 4 times of Xfinity calling no results - Image 2I tried another 4 times of Xfinity calling no results - Image 3I tried another 4 times of Xfinity calling no results - Image 4
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Top Xfinity Reviews

Positive Review

"Internet connection"

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Internet kept dropping then it stopped completely on four occasions, would like to have spoken to a representative

Critical Review

"Automated Customer Service Refuses to Connect Me to a Live Agent"

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More than once recently I've needed to speak to a live agent at Xfinity for help with things that can not be handled by an automated system. The last time, I...

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Wonder Aaz
map-marker Ann Arbor, Michigan

I can find cheaper services eles where but chose to go this route for my cable and internet on line chat stinks and all I get told is to reboot unplug and restart at my age my money matters and when y

Internet has been up and down for over 3 months changed my plan still paying for services that are not working have gotten new rotor and still not working totally unacceptable very disappointed that Im paying for a product that doesnt work. Wor

View full review

User's recommendation: Don’t pick your products

avoidgrupovidanta B

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Richmond, Virginia

Extremely Disappointed with Xfinity's Streaming Services and Customer Support

Extremely Disappointed with Xfinity's Streaming Services and Customer Support
Extremely Disappointed with Xfinity's Streaming Services and Customer Support - Image 2
Updated by user May 21, 2025

Not only is it not resolved but they overcharged me and they acknowledged it, currently waiting again to speak to a manager.

Original review May 05, 2025
I recently made the decision to switch from cable to Xfinity's streaming services, based on a recommendation from a representative who promised it would help save me money. Unfortunately, my experience has been nothing short of a disaster, and I feel compelled to share my frustration with others.
It all started when the representative assured me that three specific channels would be available on the new streaming service after I removed my cable boxes.

I went through the process of returning the old devices to the store, picking up new ones, and spending hours at home installing them. I then spent over two hours on the phone trying to get the setup assistance I needed. After what seemed like an endless call, I was finally able to get everything up and running.
However, the next day I discovered that the channels I was promised were not available. This led to another three-hour phone ordeal, where I was passed from one agent to another without warning.

I spoke to two supervisors who, despite claiming the channels should be included, had no knowledge of their own products. They initially reassured me that the channels would be accessible, only for them to later discover that these channels are only available through the traditional cable boxes.
After wasting three full days trying to resolve this, I was finally hung up on, with no resolution or accountability. The level of service was appalling, and to make matters worse, my bill has not changed and, if anything, it appears to have increased. I even had to explain to their agents what went wrong, and they still didn't realize their mistake until they investigated further.
The incompetence I encountered throughout this process is beyond frustrating.

I am now left with a service that doesnt meet my expectations, an unresolved issue, and no compensation for the time and effort Ive wasted. I expect a swift resolution and appropriate compensation for the inconvenience and poor customer service Ive received.
View full review
Loss:
$500
Cons:
  • Extremely poor service
  • Rude supervisors

Preferred solution: Full refund

User's recommendation: Do your research because Xfinity employees don’t know what they are selling

1 comment
Guest

They owe you a refund (or bill credit) for every day of the streaming service. If they were decent , also a free month if you intend to switch back to traditional cable. What’s the $500 loss all about?

Roxy Kkm

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Terrible customer service

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Xfinity - Terrible customer service

If I could give this company a negative number I would! They have several outages a month ridiculous!

Then if you try to call the customer service number you can never speak to an actual person so frustrating!

Stay away from this company or you will regret it later! They owe me a month paid by them making me lose time off work since I need my internet to be able to work!

View full review
Cons:
  • Outages all the time
  • Cannot ever speak to a live person

Preferred solution: Full refund

User's recommendation: Stay away from this company if you like speaking to an actual person for help and don’t want several outages!

Russell G Fpf

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Houston, Texas

I tried another 4 times of Xfinity calling no results

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Updated by user May 12, 2025

It worked good for the day the technician came out. Two days later same thing

Original review Apr 27, 2025

Xfinity has the gall to ask for a payment, and I haven't had internet for 6 months, off and on. For the last two weeks, none at all.

I had to get NOW just to get Wi-Fi to one TV. Xfinity, send me a new modem, not some refurbished one from an assistant manager in the Pueblo store. Telling me no. That the internet technicians have no clue what they're doing.

Now I have a modem that doesn't work at all. Xfinity, please stop asking for payment that you don't supply to your so-called loyal customers.

Pay me back for 6 months, and get my service working properly. Stay away from Xfinity.

View full review
Loss:
$350
Pros:
  • 350
Cons:
  • Xfinity plays games

Preferred solution: Full refund

User's recommendation: Make sure your service is working and stay on top of Xfinity

John S Aba

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Spring, Texas

Xfinity pricing and customer service

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Earlier this year, Xfinity notified me that my internet bill would increase from ~$80/month to $130/month. Frustrated, I called to address this, but their customer service was abysmalreaching a live person felt nearly impossible.

After significant time and effort, Xfinity offered a new rate of $85/month, but required me to pay $130 for the first month and wait for a refund of the difference the next month, locking me in for two additional months.

Before my service period ended on May 20, I called to cancel, only to learn I was paid through June 20. I requested cancellation for June 20, but Xfinity said they couldnt process cancellations more than 30 days out, instructing me to call back after May 20. Note: Xfinitys autopay deducts on the 7th of each month as prepayment for services through the 20th of the following month.

Early June, I arranged AT&T service to start June 18. I called Xfinity to cancel, and they offered $65/month to stay, with the option to cancel anytime.

I agreed, hoping to compare providers. On June 5, I called again to cancel effective June 20, aiming to avoid extra charges for unused service. As someone on Social Security, I must watch my budget and prefer controlling my money rather than chasing refunds. My intent was clear: end service on June 20, the date Id paid for, without further charges.

Shockingly, on June 7, Xfinity emailed a thank you for a $112.26 paymentneither the $85 nor $65 rate promised.

This amount feels arbitrary and deceptive. I called immediately to resolve this, but they claimed it covered service through June 20, contradicting what I was told pre-May 20. Worse, $112.26 exceeds both offered rates, and its origin is unclear. They suggested cutting service immediately and rebating the charge, but I declinedlosing internet before AT&Ts June 18 installation isnt an option.

Despite multiple calls to rectify billing and cancellation issues, Im stuck with an unexplained $112.26 rate.

Xfinitys inconsistent billing, poor communication, and lack of transparency are unacceptable.

I urge Xfinity to refund any overcharges, honor the $65 rate, and clarify their billing practices. I caution others to be wary of this company.

View full review

User's recommendation: Beware: Demand written rates, document calls, and compare providers—Xfinity’s billing and service may disappoint!

Merlinda Wrm

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Dinuba, California

Automated Customer Service Refuses to Connect Me to a Live Agent

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More than once recently I've needed to speak to a live agent at Xfinity for help with things that can not be handled by an automated system. The last time, I spent an hour attempting to trick the automated bot into handing me off to a live agent as it repeatedly claimed it would do.

But I was always met with failure. I attempted to find a corporate phone number to call and complain to their management, but they have all that completely hidden and force all calls to go through their automated system. I was finally able to escape the automated *** by going for billing support with a claim that the automated system couldn't handle.

I unloaded on the person that answered, but he graciously helped me himself, personally, and got me taken care of. Xfinity MUST provide easier access to live people for those who their automated customer service system can't help!

View full review

User's recommendation: Keep complaining about their service or switch to a different provider.

4 comments
Guest

That rep you treated with utter contempt has as much power over the call routing system there as you do. If he was a decision maker, he wouldn't be fielding calls from hateful j3rks.

Guest
reply icon Replying to comment of Guest-2717773

Agree. Although I’m sure the csr noted his disgusting behavior in the notes section of OP’s account. No more late fee waivers, retention pricing or service techs for him.

Merlinda Wrm
reply icon Replying to comment of Guest-2717773

I should have pointed out in my post that I apologized to that rep and thanked him for being so helpful. I'm not the jerk you would like me to be.

Guest

Hopefully Karma comes at you hard for “unloading” on the billing agent.

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Resolved
Artur K Wzc

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Winter Park, Florida

Resolved: Fraud and scam from Xfinity

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Fraud and scam from Xfinity
Updated by user Jan 09, 2025

Company fixed the issue and I have been provided with apology. Only after I filled several reviews situation was solved.

Not without issues and I didn’t get full refund, but lost only 17$.

Which is most pissed me of that I’ve lost my credit score because of them. So I need to restore it and who knows how long would it takes ?

Original review Dec 10, 2024
Heres the English translation of your text:
I want to share the unpleasant truth about Xfinity, Comcast, and their so-called services.
I was a customer of this company, using their internet services. However, after my lease ended, I had to look for a new place to live.

My new apartment was only 5 minutes away from my previous complex, but Xfinity didnt have service in that area and couldnt continue providing me with internet. As a result, I had to switch to Spectrum.
After returning the equipment and being assured by a manager that I didnt owe anything, I forgot about Xfinity for nearly three months. Then, one day, I received a call from a debt collector claiming I owed $197 and asking for my current address. It turned out that Xfinity, without notifying me in any way, had simply sold my debt to a collection agency.
To clarify, this amount was an early termination fee specified in the contract.
After reaching out to Xfinity and spending hours and days on the phone and live chat, I received an SMS notification:
Hi, it's Xfinity Assistant.
Your case ECM000798**** regarding Credit escalation has been closed.

There is no further action required.
Txt Stop
Msg&DataRatesMayApply
Despite this, every company representative refused to send me an email confirmation that I didnt owe anything. They either claimed they were unable to send such emails or insisted that the SMS itself served as proof.
I moved to another state, and five months later, I suddenly received notifications that my credit score had dropped by 60 points! It turned out that Xfinity hadnt cleared the debt, and all those SMS confirmations were complete nonsense.
After spending three more days on the phone trying to find a supervisor or specialist who could clearly explain what was happening, I got nowhere. Eventually, they opened a new case, claiming that my account was closed and that they couldnt see or comment on the previous case.

Now they were saying that the SMS confirming the closure of the issue didnt mean anything, and the debt had to be paid! Moreover, they apologized for once again failing to notify me.
Even after paying the debt, Im unable to restore my credit score. None of their employees can explain the situation, let alone send an official email. No one is held accountable for anything at this company!
In essence, the company forced me to pay for their inability to continue providing the service.

The contract termination was due to their incapacity, not my choice but they couldnt care less about that.
This is one of the worst companies, completely unfamiliar with the concept of customer service! They lie, are incompetent, and show no customer care whatsoever!
If theres a lawyer willing to sue them for 50% of any potential compensation, contact me, and Ill get in touch with you!
Let me know if youd like to refine the translation further!
View full review
Loss:
$197
Pros:
  • There are no pros
Cons:
  • Bad service
  • Incompetence and fraud

Preferred solution: Full refund

User's recommendation: Do not sign up for this provider if you have other options or be ready to pay additional 200$

Angelique H Gwf

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Can't get Security Pin to transfer my mobile number and the nearest store to me is 150 miles away!

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Xfinity - Can't get Security Pin to transfer my mobile number and the nearest store to me...
Xfinity - Can't get Security Pin to transfer my mobile number and the nearest... - Image 2

I've called 10 times to get a security pin # to transfer my phone number to another carrier. When I try to get the number, I get an error message that says, 'It looks like your account is missing a verified contact method.

In order to continue, you'll need to verify your identity at an Xfinity store.' The thing is I live in Austin, TX, and the nearest store is in Houston, which is 150 miles away from me. There are no phone numbers to even call the store, and I get routed to the call center. They are unable to verify my information over the phone to unlock the site to get the pin. I just want my number so I can go to another carrier that has an actual store near me!

It should not be this hard and I don't understand why I can't just get the pin in another way. This has been another *** experience trying to transition my phone.

View full review
Loss:
$300
Cons:
  • Everything sucks

Preferred solution: I want a new iphone 16 for all the hassle or money for gas for the 150+ miles I had to drive to get to the damn store in to identity myself.

User's recommendation: Don't Use Xfinity Mobile Unless you Near a store.

2 comments
Guest

Xfinity is not going to give you anything. Why the claim of a $300 loss? A 300 mile round trip in a gas-guzzling 12 mph vehicle, paying for the premium gas at $3.50 gallon is $88.

Guest
reply icon Replying to comment of Guest-2667464

*mpg not mph

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Sherrie S Gza

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
|

This person supports our platform.

Supporter
| map-marker Sorrento, Florida

All I need is a phone number - Xfinity Assistant can't help

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Years ago, I set up my email account, which required my personal email and a contact email (but it couldn't be a Comcast user). The contact email I set up no longer exists, and I personally only have one email account.

I want to know why I need a contact that is not a Comcast user. My Comcast email is only on my computer, not my phone.

View full review

Preferred solution: A simple answer to my question. I will accept Email, cell phone or text. I'm just glad this is not a serious issue but it is something I would like resolved.

User's recommendation: 0 Stars is the kindest way I can express my feelings.

Kathlyn W Csc

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker New York, New York

Xfinity does not value their customers

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The absolute worst SERIES of experiences that I've ever had. If they cared, they'd keep this service here in the USA.

They want cheap labor and don't give a rat's behind about customers.

I spent two hours, first calling and trying to select an option that would get me an actual human agent because none of their answer bot's many items matched my issue. I tried online chat, and it took over 10 minutes to get past their "Virtual Assistant."

After being passed from one chat agent to another over the next 30 minutes or so, with refusal after refusal to give me a phone number, I got a supervisor who was able to connect me to a tech support person, but he was unable to find the answer to my simple question about why I'm paying for 600 mbps but only getting about 50 mbps. He promised that someone would call me with answers within 24 hours. I'll believe that if it happens.

He also blamed my router and suggested that I call Netgear.

I did (that was another 2 hour nightmare), and guess what they suggested? That I call Xfinity.

That's quite a little circle jerk, isn't it?

Customer service in corporate America has become an oxymoron due to simple greed. They should all be ashamed at how they treat the very people who have made them rich.

View full review

User's recommendation: Avoid Xfinity if you can. I don't have a choice in this neighborhood.

Aida S Tlq

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Gloucester City, New Jersey

Can't get past Robot for help by a Human

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aybeMy Card was compromised & my Xfinity account is on autopay. I logged in to my account & tried to delete the old Credit card and add the new one.

What used to be a simple process has now become Rocket Science. We need to prove you are really You. Select the verification method of your choice. My iPhone isn't working, again, so that was out.

I need to replace my Computer software version & CPU, so emails arrive on time, instead of one-day later, or not at all; so, I didn't receive the code. What used to be a 5-minute task has become an exercise in frustration. All help for problems has now become the jurisdiction of robots; which, are only as good as the programmer's expertise.

I'm not sure how my bill will be automatically paid this month?? Maybe I'll get a call for nonpayment, and I can give a HUMAN the new Credit Card.

View full review

User's recommendation: You can't recommend Cable providers; we're all gerrymandered

Dennice Ffr
map-marker Lansing, Michigan

No service

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Xfinity - No service

Since yesterday your service is gone or weak.

This is not the first time and lately is happening very often.

View full review

User's recommendation: Get some other company

Roney Hcz

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Newport, Tennessee

Cable out

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Dont know what happened it just quit working the cable just stopped working today. I dont know what happened. I just need to talk to someone to see if we can get this restored.

View full review
Guadalupe R Qzx

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Houston, Texas

Star internet

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The customer service guy was very helpful, treated me with respect, and he was acknowledging at all times. Thank you.

View full review

User's recommendation: I highly recommend

NAKINA M

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Los Angeles, California

My Internet is still not working

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Have someone that is live so I can talk to them. I'm trying to pay my bill, and it won't let me. I can't get the right help with the chat, so it's been 3 hours, and I still don't have internet.

View full review
Neithan Jef
map-marker Indianapolis, Indiana

The lady that I talked to kept repeating the same thing ain't got an attitude not happy at all!

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Teach way better customer service customer service sucks the wait time sucks all the extra and hidden charges suck how the internet always cut off and on sucks how they tell you one thing on your bill and then you get your bill and they and they add extra money to the bill for equipment it's ridiculous

View full review

About

Related Companies

Comcast, Peacock TV, NBC, Syfy, Telemundo

Summary

XFinity is a telecommunication provider. Company cooperates with Comcast to deliver full range of services to customers. There are several types of services company provides: watch TV with XFINITY TV, XFINITY Internet and XFINITY Voice. Also web site of the company contains lots of useful information about autos, dating, photo center, community, finance, local, real estate, jobs, entertainment, games, Latino, news, shopping, music, sports, video, travel TV and more. Customers can watch movies online or add them to the watch list. XFinity has a TV schedule on the web site, movie trailers and announces. XFinity has great customer service, that is always ready to answer any questions.

Xfinity reviews and complaints

Xfinity is ranked 399 out of 2194 in Telecommunications category

Area Served

USA

Payment Methods

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