I visited the Xfinity store in ABQ on Cutler yesterday after my cell phone was stolen. Caleb was the service rep who assisted me. I went in the store angry because my phone was stolen. But because of Caleb I left happy. I just hope the other employees at that Xfinity location are as helpful, courteous, and as kind as Caleb. My friend that was with me, who is not an Xfinity customer, said she was so impressed with how Caleb handled my phone replacement issue she is going to cancel her current service provider and switch to Xfinity mobile. I love my new cell phone. Thanks Caleb You Rock!!!

I would suggest no one go with Comcast or Xfinity mobile they break your privacy laws by mandating you have a card on file for auto pay you cant remove it so now they can have access to your bank account anytime they want

I just hate that I cant speak to someone who speaks English natively, like I do (someone who does not have an accent). I cant understand the people who have accents, and its so frustrating. I realize this is the way business in the U.S. is going now. I just dont know how to handle this impossible problem! Not that xfinity cares about one persons experiences.

I got great customer service. I didnt have to wait more than 10 minutes to get called to a customer service representative. I traded the cable box for another cable box in about 5 minutes. The representative was very knowledgeable about the products and again solved my problem in about 5 minutes.

I feel sorry for the employees because in a city with 500K theres just one location for all of east Albuquerque and this place is jam packed all day everyday. A simple equipment swap that took about 2 minutes to input the info in the computer, had me at a 45 minute wait. They could prioritize walk-in customers by how long each transaction takes and reserve appointments for activations etc which take longer than a simple equipment swap. A swap that I had set up by phone with Xfinity prior to my arrival. They could designate one employee for quick transactions and stack the others. You can have a simple question but you have to be signed in and wait. Rediculous!!

Awful! the worst and most unstable service ever! I wish I could give 0 score!

It was a busy day and the guy I was assigned to for help did not care about me or helping me. I was trying to activate a new MotoG for their mobile service that they provided. Tech/Clerk said I should not have even been given the deal I was given because I was a prepaid phone card verizon customer before without a previous account number. So what am I supposed to do now? Return the phone? Why would you not help me to go the extra mile to help activate a phone (that you provided) for a new customer? My other old phone is off now so I am without a phone altogether now. CUSTOMER LOST. Clerk was rude and overworked already and had no desire in doing a little extra to get me set up. I am reversing my account with Xfinity mobile right away! Get some new people!

Long wait times, poor customer service, poor mobile and internet service. Very disappointed and glad to be back with T-Mobile. No mobile company can beat the quality of customer service received from T-Mobile and I generally dont have an issue with cell reception.

Been with Comcast for years while living in Chicago. Moved to NM and its nothing but problems here. They literally turned my cable and wifi OFF every day for 6 days BEFORE my bill was even due! Not due till the 26th and they wont turn it back on. No longer having Xfinity anymore. Switching today.

Went in to return equipment, didnt have to wait very long. Very good Customer Service.

Staff were very helpful. Super cool setup and environment.

This store is horrible with customer service. My 71 year old mother switched from Verizon to xfinity mobile and bought an iPhone se. She had a number of issues with the new phone locking her out. The finger print scanner does not work on someone with ranodes disease. It causes no blood flow to the hands in my mother’s case. She called xfinity mobile for help multiple times and was even promised a person would come by her home to help. No one ever showed or even called. A cursory search of xfinity mobile reviews shows that their customer service is lacking. I took her new phone to the local apple store and received excellent customer service to unlock her phone “xfinity cannot help with that” We were instructed to take the phone back to the xfinity store to have all the contacts on her old phone transferred to her new phone. When my mom goes there the next day they refused to help with that. Every other phone store in the world will help with that but not at an xfinity mobile store. The rates are low but ask yourself if 4 hours on hold and then getting no help at all or being lied to is worth the time lost and frustration. The network that they are using throttles xfinity customers to keeep the speed of their network competitive. Just stay with Verizon and you won’t be on hold for hours on end trying to solve simple problems that other providers seem to breeze through. Isn’t $40 a month worth the sanity and piece of mind that these devices have brought into our lives. When they turned my 71 year old mother away with a simple file transfer of her contacts list she went over to Best Buy where a geek squad member transferred her contacts by hand FOR FREE. Now that’s customer service.

I was greeted as soon as I entered the store, checked in, helped by Michael and received my paperwork very smoothly and efficiently. Thank you!

Its a nice store however the wait is pretty long. Its amazing how many products they now sell. Its not just cable and internet. They have cell phones and home security systems with some pretty awesome features. If you come here be prepared to wait for awhile its not going to be in and out. If you read this review please hit the like button...Thank you!

Im giving one star only because it will not allow me to give zero stars. I closed my account in Albuquerque, NM on May 28th and am still awaiting my refund. I have made several phone calls and each time was told that the issue was resolved when it was not. The last time, a Supervisor refused to speak to me on the phone because he had done his part. Really? Xfinity still has my money.Initially, I was told that they had not received my equipment when, in fact, they had. Then I was told I needed to take the receipt from my returned equipment into the service office. I now live 1,700 miles from there so that isnt going to happen.Currently, I am DMing with a young woman who goes anywhere from 5-10 minutes between messages so that it will take me all day long to have a discussion with her. It has now been 25 minutes since her last response.That is an effective route of customer-avoidance.I am supposing that I will not get the refund owed me. Apparently Xfinity needs my money more than I do.

The manager and rep at the computer helped with every question I had. I have been a customer since 2018 and they gave me better deals than I had before. Great customer service and attended to my every need and question. They pushed my installation appointment up and waived my installation fees for me because of the hassle I was dealing with before. 10 out of 10 experience!

I moved to ABQ and i needed to exchange my flex box for a new one. There was a line before they opened at 9am and i was at the end of it. Service was very quick. I didnt even have to wait. They brought everyone in and a CSR took a person to a station and helped them. I was in and out within 5mins.

The staff member who helped me when I returned the equipment was amazing. However Xfinity itself SUCKS.

Definitely make an appointment! During covid times the lines can get long. Was super easy once I was in. Just needed a remote replacement. Was out within 2 minutes of being seen!

We were greater very respectfully, and with a great smile. The gentleman that helped us 8n the store was able to answer any and all questions for us. He was also able to get us in, and get us out as quickly as possible.

I was attended to by a guy who seemed like he didnt want to be there or help anyone I felt he was condesending and arrogant. He couldnt help me answering my questions so just brushed me off to call customer service

Great customer service on my initial visit and a follow up visit to address an installation problem. The issue I had was addressed courteously and promptly, and multiple people checked to see that I was satisfied before I left the store

Awesome service....I hope it doesnt change.

Kayla helped us change our plan and get a new router. This new setup is going to cost us less money than our old plan. Very good visit very good service.

Sky was AWESOME!!!Thank you, Sky for such amazing customer service. I felt very relieved that you had it all under control. It was a true pleasure to work with you and your great personality. 😉

It was great. Fast service. I guess.

Christine was awesome she new what she was talking about and had a grate attitude.! Need more ppl like her places. 👍🏻

Busy but has a lot of employees to help quickly.

The service was outstanding from the rep that I worked with!

Fast service and they know what they are doing. Highly recommend getting an appointment on thier website before you go. It was very simple because I planned ahead.

I was expecting long lines and wait times but was pleasantly surprised. From line to done took only 15-20 min. Everyone was nice and took care of my requests quickly.

I swiped my card inside at their bill pay kiosk inside the store and my card information was stolen and charged for an amount similar to that of what I payed for my bill so that I wouldnt notice however I check my account frequently so I saw it and had to cancel the card and request a new one. Also the app dont work. Service is good tho.

The staff at the staff store are always super helpful and there able to inform about things they know.

I was there at 2pm was told 55 minute wait; I keep watching people coming out and noone going in. So, I decided to ask where I was at on the list she said still the last person now 88 minute wait; I left and scheduled an appointment. I am hoping its better tomorrow. Pretty much when I got there they told me to go to Cottonwood Mall location, they probably were right!UPDATE on review: had my scheduled appointment today at 230pm got there 5 minutes early was told 10 minute wait. I decided heck I can wait 10 minutes;anyway they got me right at 230pm and I was all done in 5 minutes. FANTASTIC SERVICE GABE DID AN AWESOME JOB @ THE YOUNG LADY AT THE DOOR WAS THE SAME GAL FROM YESTERDAY SUPER GOOD SERVICE AND WAS IN @ OUT!!! MAKE AN APPOINTMENT SAVE TIME!!

Your company provides absolutely horrible service and reception. Huge waste of my money every month for service this bad.

Customer service at the location on Cutler in Albuquerque was great. I have called in numerous times to try to get some technical support and possibly get a technician out here because Im having issues getting my installation taken care of and I cant get the automated system to put me through to anybody that will schedule an appointment.

Xfinity Awesome 👍 thank you for your help.... GOD bless

A total Monopoly. I wish this company had competition locally. A clear example of Lobbying work in America. Sad

Staff is always very friendly and helpful. During my last visit with my husband, we explained the issue with our installment and the gentleman helping us suggested multiple fixes and was able to provide us with a splitter that we needed.

Friendly and efficient service, technician who came out within the week was great.Our newly purchased house wasn’t wired for internet and my wife’s job in medicine was at stake if we didn’t get internet ASAP so she could continue working from home. The employee at the store was really nice and compassionate and got a tech out to us within a week who installed everything we needed right where we wanted it.Several other customers went in very upset and quite rude and I heard the employees helping them being polite and respectful.

The young lady who helped me was very friendly and communicated effectively to me about what the problem was and she spent the time to fix a problem with my service.

I just wanted to say that the tech Richard that installed our internet was not only amazing. But professional and a nice young man!! The guy listens and works great. 5 star.

Pandemic aside, you have to book an appointment to contact anyone in this place, without knowing whether or not they have the item youre looking for; you cant call in ahead of time to find out, there is no online information. If you DO try to call, you get put into the BS IVR system comcast has for regular service calls, where they blind transfer, and incorrectly transfer me no less than 4 times. It took me 1 hour to find out that NO ONE KNOWS what inventory the place has, you have to take time out of your day to show up to be disappointed. I can contact the apple store any day of the week! This place is a joke.

Dont care for the company, but the service was very good even though they were swamped with people. I was still able to drop off my gear and was out the door in a few minutes. Thanks for that.

While there was a line since theyre limiting entry due to covid, I only waited 10 minutes and was in the store for maybe 5 minutes as they already had my order ready to go. Staff is insanely friendly and helpful and I will definitely come back.

My store experience was probably the best I have ever had. I’m only giving one star because I was never informed that my bill will increase almost $40 every other month and the reasoning behind it makes no sense. I was told $50 and it was like that for the first 3 months and then all of a sudden my bills start jumping to $90. I know I’m in a contract so hopefully I find somebody that’ll be straight up instead of hiding stuff.

My company has a business acct, residential account and xfinity mobile. We spend close to a $1,000 a month for services until recently. The accounts have been active since Oct 2017, however we have discovered that 1) business account with multiple phone lines will not display our company name on caller id (6 trouble tickets created, still not working as of March 28, 2018) 2) residential account started having issues, channels not working properly which just happened recently in March 2018 3) xfinity mobile phone will not display my name on caller id (everyone screens calls these days)William Wallace has helped me retain some loyalty to xfinity/comcast a manager at the retail store and I am hoping his assistance will get my issues resolved. At the very least he was very courteous in trying to remedy some of these issues.

There was a crazy line but it went quickly! I was sent to another building (just next door) and things went smoothly.

Make sure to make an appointment or you will be in lines for hours! I was in and out in 5 mins after booking an appointment.

I switched from CenturyLink hoping that XFinity would offer better service. Xfinity/Comcast is just as bad. They constantly have me updating our modems and nothing improves. I am very disappointed in their services.

The store and the workers are great but Xfinity wifi is some of the worst wifi Ive ever had Ive been in 2 separate houses one with the cheapest and one with the best most expensive and the cheap one wouldnt even set up and now have to call someone out to do it and possibly give me a fee and the best internet only works in whatever room its in and not house wide

Had to get a new box. Service was really quick!

Pretty decent place. The staff is great and very helpful and the upselling is minimal and warranted

Amazing service...really quick as well

I waited about 30 minutes but the service was great.

My mom been trying to get her reciever to work properly for a year. They wont replace and give her the run around. Looks like she will be going back to dish.

We had Verizon and owned our Galaxy S6 edge plus phones. Our bill for 2 people with 6 gigs was $157. Now, since we visited Xfinity we walked out with 2 Galaxy S10 plus phones and our bill is only $135 with 10 gigs and the payment for the phones....they use Verizon towers so our cell signal is great.

Awesome customer service. They helped me out with alot of my questions

Save your time money and frustration with this horrible service couldn’t get WiFi after paying and having them come out after 2 weeks of nothing being fixed finally canceled and had to get a hot spot box from my service provide so I could stop using my cell phones hot spot thanks for being completely trash

Had an appt. But you still have to wait in line it goes quickly tho. Staff helpful n friendly

I rarely have any trouble thanks to the wonderful staff at big X, they give you quality and listen to your needs, thanks X

Debbie was very nice and the manager helped us out too. We had a bad experience on the phone signing up for mobile services with discounts that the store was not aware of. Please go in store to sign up for any new offers or be sure to get the phone agent ID.

All issues handled quickly and with a great and professional attitude

Theres a little sense of empathy towards customers, however they do get the job done quickly.

Nice set up for securing or returning equipment or adding services

I was there to turn in my equipment after canceling my service. They handled it quickly without pressuring me to reconsider my cancelation.

They give you an appointment and then you have to stand in line and wait. When they do acknowledge you, its to send you to another store down the block. Iam 64 and use a cane and this is a bit to much!! Come on...

Last months auto pay was not made so I was stuck with double the bill this month. No reason could be found for this happening. Dont trust that this is cleared up.

Anyways understaffed. They operate on a first come first served basis, which inconveniences people who literally just need to drop off equipment.

Wi-Fi was so easy to hook up with app, I couldnt believe it. Took like 10 mins.

Staff was Nice and helpful. In and Out quick.

Finally got my account set up my way hopefully.28 days was a long time but I will give it six months and reevaluate.

If there was different categories to rate, i would give customer service a 5, but the waiting is horrible 0. Had to wait 20 minutes to get 1st inline. Then another 20 minutes to finally speak to a customer representative. Also, i had to walk to the other Xfinity store. The customer service representative was very nice and helpful.I recommend making an appointment before coming to the store. Saw 4 people go into the store when i was still 1st inline.

Staff is incredibly knowledgeable and helpful. Great location.

Great service and quick, even with a line. Very efficient 🙂

The store is clean and James was pleasant, professional, and helpful. The line seemed long at first but they had a service member check everyone in and direct each customer to where they needed to go. My wait wasn’t more than 5 minutes. Definitely ask for service member James and he’ll make sure you are taken care of.

Lucked out! Third in line @ 16:30. Picked up a 4k box and @ 1645, at least ten in line when I left.They are doing their best to be efficient with time.Staff polite and friendly.

Quick and easy service. Thanks!!

Cant talk to a person only robots guess this company believes in less pay more bucks in higher ups pockets

Im very disappointed with Xfinity store workers. I feel they could do better with the quality of their customer service. The workers seem to lack in knowing how to assist customers. There should be more than two stores in Albuquerque, NM for the public to get equipment and assistance.

Good customer care but it was a long wait

COVID safe practices in place. I did have to wait in line but the line was very quick. Associates were super friendly and very helpful. The general customer service phone line sucks but the online chat with an agent is awesome.

Long lines, waited forever then still had to call the home office. The people were nice though.

Good store good crowd good setup good stuff pleasant

In and out. Quick and efficient.

I like doing business in person

I have tried to cancel my TV service since October 12. Its now November 8. Twice, I was told it was cancelled and twice it is not cancelled. And not only has this been hugely time consuming and problematic, but now, they have shipped me a device that I never ordered and are charging me $110 for it. So, now, I have to take a day off from work to go stand in line to return a device that I never ordered. It is by far the most horrific customer service I have ever experienced. Definitely looking into legal action next.

Very nice and helpful, I dont really have anything negative to say theyve always treated me well when I go in.

DO NOT GET XFINITY/COMCAST A TOTALLY RIP OFF AND WASTE OF TIME. DO NOT USE THEIR SERVICES!!!!!!

Way to many customers in the store. Wait time was ridiculous.

The store is cool but the only reason you have to go there is if you have a problem with your account - you cant call on the phone and get a person to help you. I gave my address and they sold me their service onlin. Now I find out that they wont install a cable on the inside wall with the other wiring and they want to drill into the front of the apartment which is not allowed at this building. I feel that they should have told me that they have NEVER provided service at this UNIT when I gave my address. I bought the deal because they were offering $25 a month for the first year. THE ONLY REASON Im not cancelling right now is because their WIFI hotspots actually reach my apartment with medium signal strength. I have been able to connect all my devices to the nearby hotspot and it works fairly consistenly. I will probably look for a local small company in Albuquereque to switch to at the end of one year :D

Employees were very friendly and happy to help.. It was very cold outside but they made sure everyone was helped in a timely manner

Safety measures a plus and the fact that the customer service representatives are attentive and mindful along with Speedy customer service making sure that none of their customers go unnoticed or unattended to caught my eye

Was super busy. So if you can schedule ahead But a very cool local store

Such a great place always in and out!

Was smooth sailing once you book an appointment online. Very busy due to the pandemic but an overall quick and pain free experience. Thanks comcast!

And I thought CenturyLink was bad....Wow.

Zero on customer service. 1 1/2 to 2 hours on hold every time I call in for support or to add a new account I have 4 separate homes. If I had another choice I would take my chances with another company. I spoke to a representative at the Albuquerque store and was assured that I could call the number provided with the new equipment. Nope...... 👎

Very nice and helpful customer service 👍

I would say 1 star is too much for them, I went to the store with my dad to get discount on our lines, and there was a lady that gave discount and she reported my iPhone 11 Pro Max as stolen or lost, I did not report it and no one from our family reported. After I left the store my phone banded and I could not use it; I can’t make calls or receive calls and I can’t use my network or messages. They did not help me to fix this issue at all.