Xfinity User Reviews

Average Ratings 32 Reviews

Speed

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Reliability

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Pro: fast when it's performing as intended, which is rarely/never

Con: worst customer service I have ever experienced

Your service sucks where I live. Deal with it. Don’t keep blaming my HDMI cable or the DVR that you sent us that has only caused more problems.

Ever since Comcast replaced our box, channel 187 doesn’t get sound. We have called several times since they replaced our box and they keep laming the HDMI cable. Are your customer service reps that clueless or did you train them that way?

Your service is expensive and total crap in my area. Is it because ATT isnt available yet and you know we don’t have a choice? I would get rid of TV completely if I could have my way in my house—Thanks to this service.

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Pro: good speed if you pay

Con: unreliable

Comcast is a good service provider when everything works. However most of the time it doesn’t work. The reliability is very inconsistent and the monopoly is real. Our service pack is the 20-25 mbps download speed internet (They send mbps so they can say they are being “generous” when really the speed they have capped is 30) and the price isn’t worth the internet reliability they send. At times the ping can skyrocket to between 200-3000 ms and the speeds just drop to lower than 3mbps. For a large family with internet bound devices that’s not acceptable. To include something else that is outrageous they placed a data cap of 300 GB per month. It doesn’t cost them any more to send us 300 GB than unlimited. Just a way to get more money from their loyal customers. Now for the “monopoly” issue. I placed it in quotes because this is from only three other friends I’ve talked to. You may ask why I haven’t switched services, this is because as poor the service Comcast is delivering it is better than what’s available in my area. My friends 15 minutes away have Charter Spectrum internet. I want to get it but it’s not available where I live, and Comcast isn’t available where he lives. Coincidence? I live in Gwinnett county GA. Very big and growing county. Something I found funny is that when Google unveiled their planes for Atlanta regarding their fiber plan, Comcast unveiled their own fiber network. This is just the final nail in the coffin for Comcast. The commercials of Comcast everywhere is showing just how afraid they are of Google. Comcast is trying to get as many people as possible into two year contracts so they would have to pay an early termination fee if they want to switch to Google’s superior service. All in all Comcast sounds good on paper, but in practice they are little devils of a greedy company.

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Pro: Confidence of Chat Room rep

Con: Competence of Chat Room rep

I’m not a subscriber (still shopping), but thought you might enjoy the transcript of the tech support chat I had today trying to determine likely download speeds:

chat id: 5ad25810-4d08-4d15-a2d4-dfcb390f6ad0
Problem: I was given a link to this site by the “Chat” person on the basic Internet site as I was considering subscribing to Xfinity. She said you could tell me the usual range of download speeds I should expect. “Up to 75” is not very informative.
Kris > Hello Lawrence_, Thank you for contacting Comcast Live Chat Support. My name is Kris. Please give me one moment to review your information.
Lawrence_ > My Issue: I was given a link to this site by the “Chat” person on the basic Internet site as I was considering subscribing to Xfinity. She said you could tell me the usual range of download speeds I should expect. “Up to 75” is not very informative.
Kris > Its my pleasure having you on chat! I look forward to assisting you today.
Kris > Hello!
Lawrence_ > Hello
Kris > How are you doing today?
Lawrence_ > I’ve been “chatting” for over 20 minutes so far, so I’m not having that good of a day. Do you see my issue above?
Kris > Yup!
Kris > What package are you trying to subscribe to?
Lawrence_ > HD Preferred
Kris > What is the internet package that is included on that bundle?
Lawrence_ > It just says “up to 75 mbps.”
Kris > Its means that the download speed is 75mbps and the upload speed is 5mbps.
Lawrence_ > Is the 75 mbps guaranteed? If not, what can I expect in reality — how fast might it be and how slow might it be and what should I expect most of the time?
Kris > Yup!
Lawrence_ > Great! I may have to cancel the service if that proves to be untrue. Cancellation would be permitted without a fee in such a case, right?
Kris > Nope, it depends on the package you subscribe to. If there is an agreement, there is a termination fee.
Lawrence_ > So, the 75 mbps is NOT guaranteed?
Kris > Its guaranteed.
Kris > There are some package that have a contract. If the package have a contract then there is a termination fee.’
Lawrence_ > Kris, if the contractual guarantee of 75 mbps is not provided, why would there be a fee charged to cancel the contract?
Kris > When I say contract it means a lock in period. Like the contract for that package is 12 months, if you will cancel the package and it has not reach the 12 month lock in period, there is a termination fee.
Lawrence_ > There will be a termination fee even if Comcast is not providing its guaranteed service? I’ll gladly lock in 12 or 24 months if I can expect Comcast to honor its guarantee of 75mbps.
Kris > For sure it will be guaranteed.
Lawrence_ > If a termination fee would be charged in such a case, the 75mbps is not a guarantee. If I sign up for 75mbps service for a year, and Comcast doesn’t provide 75mbps service, I should be able to cancel without a fee, just as Comcast could do if I failed to fulfill my side of the deal by making the specified monthly payments.
Kris > Do you know what is a lock in period or contract Ia m saying, Lawrence?
Lawrence_ > Yes, I do. Do you know what a contractual guarantee is?
Kris > It simply means that if theres a contract of 12 months you need to finish the 12 months lock in period but if your will not finish the 12 months lock in period you will pay for the termination fee because you have not finish the 12 month lock in period.
Lawrence_ > I fully understand that aspect of the contract. But, Comcast has to honor it’s side of the contract, too. If it does not, the contract is voided. If 75mbps is guaranteed by Comcast, and Comcast doesn’t provide it, the contract is voided.
Kris > Did you read the contract already?
Lawrence_ > No, I assume you had, and based on your understanding of the contract, you told me that 75mbps was guaranteed, presumably as part of the contract. Is that true, or is it NOT guaranteed?
Kris > Yes.
Kris > It is better to read the contract first before you assume.
Lawrence_ > Could I chat with your supervisor?
Lawrence_ > It’s been five minutes. Are you there, Kris?
Kris > To help you with this, I would advise you contact our Comcast hotline in this number: 1-800-934-6489 (XFINITY).
Lawrence_ > Is your supervisor unavailable? I’m thinking she or he might be able to answer my original question as to the actual download speeds customers are getting on the Xfinity service.
Kris > He or she will explain same thing to you.
Kris > You have opened a window for Comcast Support and I don’t want to miss an opportunity to support you. Are we still connected?
Lawrence_ > Kris, no Internet service provider consistently delivers their “Up to” download speeds. Some never reach their supposed maximum speed. Most of them do, however, disclose the normal range customers are getting, and some (like AT&T) tell customers the minimum they should expect, and they encourage the customers to contact service if they aren’t getting that level of service. No one guarantees anything, but most tell the truth about what to expect of the service. That’s all I am seeking from Comcast. I don’t need a guarantee, just a truthful description of the results I can expect. If you haven’t been trained about this, you should ask.
Kris > That is the difference between Comcast and other companies because Comcast provides what it is suppose to be provided.
Kris > Now the contract your saying is not with the speed. The contract states that if you cancel the package and you have not finish the lock in period of the package, you will pay for the termination fee because its stated on the contract that if you cancel the service and have not reach the lock in period there is a termination fee.
Kris > Aside from this, will there be any other Comcast-Related concerns I can help you with?
Lawrence_ > No, thank you. I’ll look forward to having consistent 75mbps download speeds. Thank you for your commitment in this regard!
Kris > You’re welcome.
Kris > Ciao, have a great day and thanks for being a such a kind and patient customer!
Kris > Have a good one!
Kris > Bye!
Kris > Analyst has closed chat and left the room

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Pro: Nothing good

Con: Streaming charges w/o notice

All the sudden a year ago we start getting charged for streaming. No noctice they just start billing then when you call they explain. Actually the first thing message was if your calling about streaming charges press __. “Oh we started charging in August 2013, It was December before I started seeing significant charges. That is when they say that started to inforce it, They claim”. Well , the problem is I like Netflix better than ON DEMAND …On Demand charges for series now past seasons, When they didnt before. So they tell me, if I would watch their channels and movies etc, I would save on streaming fees. Internet sppeed is awful, They control it for you to purchase new packages, I know for a fact! Now, the reason ours is slow is becasue we have not changed our boxes in for new ones. But soon as we do this we will be required to sign an agreement where as we do not have a contract now. I am doing my homeowrk to see what my options are to kick comcast! I have really expected to see a class action lawsuit by now.

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Pro: Good at marketing

Con: Bad service all around

Call it xfinity but changing the name doesn’t make Comcast horrible service any better. I had no idea I was signing up for Comcast until they came and installed it. It worked for all of 3 hrs after installed. Twice as slow as AT&T which was really slow. It lags so much you can’t watch even a YouTube video. Not to mention the fact that it constantly goes in and out. Drops wifi connection all the time…

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Pro: package

Con: customer service and quality

I honestly think the service for xfinity sucks. Lets be honest…why is it so hard to actually fix internet? Why do I have to keep paying extra money for the service if it doesn’t work? I really would recommend Comcast or wow to anyone I know. They over charge but yet the quality of the company is a 3 out of 10. And calling the company takes a good hour or so to actually talk to a human and not a machine. Get it together xfinity not just your internet but your cable is crap too.

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Pro: None

Con: Unreliable

Actual connection speeds don’t come close to advertised speeds. Technical support exhausted every avenue before agreeing to send a technician. During trouble shooting over the phone I was twice asked if they could cancel the service call and if everything was ok.

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Pro: TV is good

Con: Internet and phone not so good

We signed up for the triple play with Blast internet, 105 mps they said. The internet has been a huge disappointment. Yes, we do get 105 on the connected desktop.. However, the wifi is horrible. I am about 30 feet from the computer as I write this and I just got 3 mps according to Speedtest.net. And the range is horrible too, can’t even use it in the backyard. ATT Uverse had a slower base speed, but the wifi and range are far superior. For the phone, caller ID no longer works. Apparently need a special VOIP phone for it to work. Caller ID worked fine with ATT. The TV picture is nice, happy with that. But overall, the switch to Comcast has been a big disappointment.

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Pro: They were a great company

Con: X1 AND CUSTOMER SERVICE SUCKS!

I have had it this service sucks and I have been a loyal customer for ovet 20 yeears I have been talked down to I have had my house torn up. Taken Four months to fix and my service sucks. Comcast when did you stop caring about the customer service, fyi we keep u in business.Im so done dealing with your subpar service.

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Pro: nothing good

Con: on demand is a joke

Every time I go to on demand for tv or free movies
i get an error message xre-22srm-8001,I think they just want us to order. something with a charge.

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Pro: none

Con: they say price and get bill another

Comcast is the worst!!!!! I was told I am no contact and my price was only suppose to be $88.00 A month I get my bill and for over $250.00 Then when I call on it you never get talk to anyone they just keep shuffle you around and I have had no service now for about a week and they claim they’ll get it fixed but they want their money first . And I told them I am not paying all that money when I was told one price and now you want another. I told them then what about the internet I didn’t have for a month and they claim they would credit it. Its always credited you it but they never do, but they want to you pay and not just give your money back the same way you pay its always a credit and you never see it. Plus the charge you $10.00 a month for HD when most of the companies have HD included. Every month you see rate increases and all these so called taxes I never heard of. I will never go back to Comcast or their customers service if thats what you want to call it when your put on hold for ever or hung up on!!!!!!!!!!!!

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Pro: NONE! THEY ARE LIARS, THIEVES AND CONS.

Con: EVERYTHING.

I DESPISE COMCAST! EACH AND EVERY SINGLE DAY I CAN’T WATCH A FULL SHOW WIHTOUT IT SUDDENLY BEING NOT AVAILABLE….SOMETIMES WHEN THERE IS JUST 10 MINUTES LEFT OF A SHOW THE CHANNEL SHUTS DOWN. ALL OVER THE PLACE. SOMETIMES IN ONE DAY I WILL GO TO WATCH 4-7 OF MY FAVORITE SHOWS ONLY TO FIND IT TEMPORARILY UNAVAILABLE. HATE THEM! AND THE INTERNET IS SO FN SLOW, THEY TALKED ME INTO UPGRADING TO A LARGER PACKAGE AND IT IS WORSE THAN EVER. THE
Y KEEP BLAMING THE CABLE BOX. I HAVE HAD FIVE! FIVE OF THEM AND THE SAME THING HAPPENS. I LIVE IN A LARGE CITY ON A MAJOR STREET. I AM SO SICK AND TIRED OF THIS COMPANY, EVERY DAY I SCREAM HOW MUCH I HATE THEM AT THE TV WHEN ONCE AGAIN A PROGRAM/CHANNEL IS TEMPORARILY UNAVAILABLE. BULLSHIT.

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Pro: Occasionnally it's fast

Con: Mostly, it's slower than DSL

Don’t believe the advertising. DSL is faster most of the time (3MbPS vs 1MbPS).

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Pro: speed is fine

Con: customer sevice is poor

I received a phone call offering me T.V. in addition to my internet service for $3.00 more a month. I agreed. One month later my bill is $22.00 higher then normal. I called to get this fixed and they said they could not talk to me because it was my wife’s name on the account. They called me (not my wife) on my phone (not hers) and got my permission (not hers) to change the deal by $3.00 (not $22.00). And now they say I can’t change the account or talk to them. I am now looking for other companies to deal with.

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Pro: Internet speeds are good

Con: These new boxes really suck, they are slow like the old boxes and are always down, I have to unplug the box every day or every other day to get it to work. I am sick and tired of it . the main DVR is Down about 2 times a week and hard to get going again. , Cant record or erase recordings, half to unplug main DVR to reset. They SUCK - Don' pay for XFINITY unless you have to. XFINITY really sucks. they never want to send a new piece of Equipment, they say bring it in and we will replace it or charge U for it if sent by UPS OR mail.

On a scale of 1 to 10 EXINITY is a 2. DISH is 6 and DIrect TV is a 10. Go for Direct TV of all choices even if might be a little more expensive (might?) could be the same (prices)? I hope they crash and burn like their boxes (Comcast)

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Pro: Lack of confidence in Company

Con: Need Service but no one helps!

Called only when a bill is past due, and when I asked to why I was still being charged for internet service when it doesn’t even work; can’t do anything until we get your money…go to the Phillipines for your help but we do nothing in America. Nothing paying them a thing until I get what I am paying for – nothing! Poor cable company, get transferred to the Phillipines know nothings and it never gets fixed until they want their money…not anymore!

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Pro: For internet, can't think of one.

Con: For internet, can think of many; see my review below.

In order to get me to switch from ATT, they let the impression that I would have high speeds stand; they did not say that they were selling me only low speeds, and that I would have to pay more if I wanted the high speeds they are famous for. The result? My internet access now is slower than it has ever been, and I long for the simple old days when I could pop right on. Also, nobody, and I mean nobody, told me that the rate I was getting was a temporary thing, and that they would end in 6 months. I think Comcast is a big, greedy, cheating company, and I am going to quit soon, happily paying the termination fee, which is something else nobody thought to mention to me when I paid to have them come here and string cable all over the place. Comcast stands for all that I hate about Corporate America.

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Pro: When not down speed was good.

Con: System down for substanial periods of time.

I had comcast since 2007. They do not inform you that the system is down nor give automatic refunds for loss of service. Currently my service has not operated as required for streming for 9 days and. Has been completely down for the last 4 days. No internet for 4 days

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Pro: They activated the cable lines

Con: They offered a move it and connect it yourself deal for a $200.00 visa card and then backed out of it. Such bad customer service!!!!!!!! Definitely a learning lesson.

Comcast sucks

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Pro: Don't have a pro

Con: Not reliable

I started with comcast/xfinity last Aug 2013. Before I used dsl ATT for internet or clearwire hotspot. For TV I used D-TV since 1998. Because I am relocating, I am at a temp address and decided to go with comcast to see if I liked it. Years ago I had ATT internet cable which worked very well, then they sold to comcast and I discontinue the service because then comcast wanted me to have TV, and a price increase.

Now, that I am using their service, I have to say it is the worst. The speed is fast but very jerky. I have the NFL network and I cannot watch a single game without constant pauses. I have complained but no fix. When watching internet TV a lot of the shows will just blackout and say your video will start soon, but never does. For the cost there is nothing good I can say about comcast.

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Pro: speed, price

Con: n/a

Great service and the Xfinity tv player app is awesome!

GET IT

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Pro: Speed, up-time, pricing, customer servic

Con: n/a

My old internet service made it impossible for me to watch shows and movies online, the my bandwidth was never as high as advertised. Verizon’s internet service seems to be pretty reliable thus far, I have NO complaints.. Great quality, highly recommended!

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Pro: speed, reliability, low prices

Con: None!

We have had Verizon DSL for 5 years and have had no problems in that time. The speed is good, and the prices they offer on their packages is definately worth the money and cheap!

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Pro: Landline phone service

Con: Internet is completely unrealiable

Where I live, Fios is not yet available so I am stuck with Verizon’s dsl service. I’ve have some friends in other parts of the US who have Fios and they do not have the amount of complaints I do.

I can be in the middle of writing an email or browsing the internet and all of a sudden my connection drops.

My suggestion is unless you can get Verizon fios in your area to try, then avoid them.

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Pro: Internet speed and reliability

Con: tech support

I’ve been signed up with Verizon internet for a few months now and the speed is consistent, the service is reliable and I have no complaints.

The one issue is the tech support. I called initially when my connection went down. DO NOT BOTHER try resetting your modem and wait at least a couple of hours to see if your connection comes back as the Tech support is no help wat so ever!!!!!!!

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Pro: Fast internet cool mobile app unlimeted

Con: Don't look at that bill

Amazing service hands down i’am glad comcast made this

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Pro: Best internet

Con: poor customer service

Had problems with connections from 2 different providers, with FIOS, never had connectivity issues except once for faulty wiring in my house, never been booted off the net. Customer service is horrible, talk to machine for 5 to 10 minutes, then when you get connected with an agent, you get transferred around cause no one knows what they are doing and Techs cannot come out the same day, most of the time it is within 5 days, Techs are great when they arrive, but on the phone customer service are uneducated and do not have a clue what to do. Great product service, very very very poor customer service.

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Pro: excellent quality and speed

Con: cost

got fios for phone service first because the telephone kept going out. after fios was installed switched to the internet also. so fast and reliable. during the recent hurricane irene all the services kept running like clockwork. very happy with the speed and reliability. looking to add tv services next.

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Pro: Expensive

Con: Slow internet / HD lags picture

Expensive. Rates just went up.
Supposed to have 25/15 and speed test just revealed 6.67/3.27. That’s a big difference. HD picture halts and lags to catch up. DVR recordings don’t always play back. Will be half way through a show and then blam…..it stops and goes to the end to delete. This has happened several times. For the price I think it should be a lot better and faster.

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Pro: Great Package

Con: Call Center and Billing

I have had Verizon Fios for a year now I’ve got a phone and Internet package and am looking to upgrade to include tv. Verizon’s services and products are great, but the customer service call center and phone billing system puts me off. The customer support can be good if you are put through to the right person!

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Pro: Internet speeds

Con: billing and customer support

The fios billing deparment is a nightmare and even wors if you have an issue, good luck getting hold of anyone after 5pm. Even when you do your on hold for 1 hours before you speak to anyone.

The only good thing is the quality of the tv picture and the Internet speeds.

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Pro: Super Fast Speeds!!

Con: Bad customer service

Had FiOS installed a week ago and I could not be happier! The packages are great value for money and any problems or questions the customer service is great.

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