Xfinity service is terrible. It was one of my worst experience ever. They create my account on wrong address, but technical person came to my correct address and physically connected internet. So we tried to correct the address on my account, but they didnt. After one week, they suddenly disconnect my internet, because it is WRONG address!!! I already paid the first month bill, but suddenly they disconnect my internet without notice in advance. It is obviously their mistake, but they are so ignorant about the customer. I called customer service, It took long time to connect to service representative. Even I had trouble to connect, they tried to sell more expensive service or modem to reconnect the internet. They said me to agree new account to reconnect. It is their mistake and physically it is installed correct address, but they insist we had to apply to new service. One of the most ridiculous thing Ive ever experienced. Why they cant just correct my address on the account? Instead of disconnect suddenly. I still have no service, and they said no refund.Definitely we need more competition to improve these terrible companys service.

Was at the store to return my xfinity equipment, as I am moving out of state. Everything went smoothly and was quick. Both the reps were professional and courteous. I was there for less than 10 minutes. Thank You!😊

EXTREMELY unprofessional so much that I cant even get into it. I drive 30 mins there to pick up equipment and get rushed out the store just to get home and half the equipment isnt even in the box, when I called nobody seemed to call. Needless to say I canceled the service before it was even turned on and Xfinity could have cared less, so Im going without internet than give my business to this horrible company who dont care about their customers. Xfinity is a running a monopoly anyway since they are the only option and I dont get different options for other companies.

Great staff, clean and inviting environment and the sales people are super knowledgeable. Make an appointment if you want to avoid wait times during busy hours!

XAVIER WAS VERY NICE AND KIND AND PATIENT NOT LIKE THE OTHER TECHS THAT I HAVE HAD BEFORE

Had the best experience with the most helpful salesman, Xavier.

Complete incompetence at this store. This was my second time giving Xfinity a chance. First time was 12 years ago and the worst two weeks of my life. Was all set to install it December 11 and I went to check on my order. Instead of porting over my current phone number, along with internet and TV they gave me a completely new phone number. Then to make matters worse they said they had to cancel my current order and put a new order in. Then they weren’t going to honor the original promotion price of $99 it was actually going to be more money. It was THEIR MISTAKE! Instead of gaining a new customer and doing right be them, they lost one.

Very fast and courteous service. Nicely laid out store.

Terrible..bought a new phone and went back 3 times to have the phone set up and was told by the woman who sold it to me that she didnt have to touch it because of covid. Called Xfinity and they tried once to reach me. Extremely disappointed...absolutely ridiculous...smh...you have got problems in that store and your lack of follow through is awful...17 phone calls in all...never again..I will cancel my account simply because of this...DANG

Comcast is an absolutely outdated company with little vision and care for their costumers. Overall the company is a dissatisfying cluster of pitiful excuses for why they are charging you outrageous prices.

The store was fine people are very helpful I just dont care for Comcast anymore

Antoine Lombardo, the manager of this Xfinity store knows the meaning of customer service. Ive been going back and forth with Comcast for more than 2 months trying to resolve an issue in which they were totally at fault. I made phone call after phone call only to hear the standard, sorry, I know it doesnt seem fair, but thats our policy and there is nothing we can do. No one seemed to be able to help, many empathetic expressing frustration with the enforcement of redundant policies that benefit no one. I decided to visit the Middletown Xfinity store to cancel my Xfinity subscription since I subscribed to YouTube TV as an alternative and met Antoine. He reviewed the history and comments on file in my account and immediately rectified the situation without hesitation. Promote this guy you idiots!

This is the worst possible customer service I have EVER experienced. These folks are not helpful in the least! I dont know how Comcast stays in business with the way in which I was treated and the nonsense that I dealt with.

Very helpful and quick

Went to the Middletown store today to turn in equipment and adjust my plan. Of course, the expectation is less than competent service. I could not be more wrong! Alex was professional, knowledgeable and extremely helpful in switching me to the best plan for me. THANKS!

It was really nice,The lady who help me was very professional and helpful 👍

Comcast is such a terrible service. The fact that the retention specialists can offer you one deal but the store front people cannot is utter b.s. . Service fee on service fee on service fee. Oh then the promises of speed. They promise up to 200 mbps but I never see over 60 mbps.Also never trust their speed test, always use an independent one like Google.

It’s often a roll of the dice at this location. You have a 50/50 chance of working with someone that doesn’t have an attitude. Today was yet another staff member with an attitude. She was rude out the gates and not apologetic at all. You will have a much better experience if you call their customer service center. This location is good for returning and picking up equipment only.Ed

Rude and unfriendly service. was told on the phone that we could pick up a cable box for my elderly mother who is quarantined due to covid. Woman who helped us was unfriendly from the start. Was told that my mother would have to come pick up herself in a matter-of-fact unfriendly way- treated me like a common criminal- we cant just let anybody pick up. Understand the policy but could have been apologetic that I was not given correct information on the phone and maybe a bit nicer about it.

Quick... friendly service

On the phone I was told I could pick up equipment to set up my wifi myself so I drove here from Berlin....when I got there although the staff was very nice they informed me that I DEFINITELY COULD NOT do what they told me on the phone....AND if I placed the order IN the store installation would be double what it was if you booked on line...basically the right and left hand didnt seem to be connected to the same body.... The only reason I hung in there is that there upload speeds are better than frontier otherwise I would have been out of there.

Very poorly managed. They should have a separate line for quick pickups. There needs to be clear signage telling where to go and where to check in upon arrival. There were five people working and 3 people waiting and it took over 1/2 hour. Once they got to me it took less than 10 seconds to pick up preordered materials. Nice building, pleasant staff, extremely poor logistics.

This was my first time going to an Xfinity store & I will say that it was impressive! The store is huge with quite a lot of kiosks for customers to work with their representative. I was there to return a cable box that was no longer working & pick up a replacement box & I was in & out of there in under 10 minutes! Its certainly NOT like it used to be, thats for sure! I remember waiting in line for 30-45 minutes & still spending another 30 minutes trying to get done whatever I was there to get done in the first place! It was NEVER a good experience, this was 180° from that! Great job Xfinity!

I went on the Web to make an appointment today to bundle my 3 mobile lines from Verizon into the internet/TV service with upgrades. When my wife and I arrived no one looked up our appt reason of which was entered at time of appt scheduling. We were asked why we were here. We were rudely told only one person allowed in the store. No where on the web did it say anything about this limitation and after rudely telling us this no other solution was offered or eye contact existed.. They actually were looking at the next person in line. We both make the decisions and booked an hour of our time to continue and add to our services but will return to this local store. I understand the changes we all need to work through but down right rudeness and lack of customer support is not a good reflection of Xfinity.

Kwame was such a help!

Very unprofessional!!!! get in a get out! the woman had a very bad actitud, I was looking to switch my phone provider, but I got slammed in my face.Don’t go to Middletown in Sunday’s.

Friendly and helpful staff

I made an appointment beforehand and the service was amazingly fast. In and out within 10 minutes to pick up an x1 box.

They charged us an outrageous and unreasonable early termination fee for moving to a place where they do not offer service. This is not our fault they dont offer the service there and we have been loyal customers for years. Do not recommend!!

Associates are very helpful. They know the ins and outs of your phone. Depending on what you go in for...can be quick.

You better read between lines. You will be charged more than what they tell. Arm robbery with out a gun

Terrible service! I suggest you go somewhere else to get your contract or phone or at least read the bad reviews first before thinking of going here.We were served by a man who was incredibly rude and arrogant. Clearly the store has no intention of training their staff in good customer service.We we planning to switch our entire family (6 lines) plan over to Comcast hoping to save some money but have decided to pay the extra and stay with Verizon.To name just one example when when we asked if my younger son could possibly have a 860 number the sales rep-representative sharply implied ‘you’ll get what they give you’ or words to this effect. Not something polite like ‘unfortunately that is not something we can guarantee’. My wife who asked the question felt like she was being treated like a child in a dinner line at school!Went to Verizon straight from this store and received wonderful service.Get your act together whoever is in charge of recruiting and customer service at Comcast / Xfinity!This is a real shame as Comcast’s cable support is really excellent but this store is truly terrible.

Quick and rapid sevice to set up home internet tv and cable.. Literally in and out in 15-20 min

Not very helpful total RIP off they just made excuses for their incompetence

My deaf brother went there to add Xfinity mobile to his existing Xfinity cable/internet account today. He uses the mobile phone for texting. The lady at the desk would not help him because he did not have a credit card or debit card with his name on it. He had a drivers license. He did not understand why this was necessary since he was paying cash for the items he was taking and the current cable/internet modem account is already linked to his bank account for auto payment each month with a flawless payment record. He asked her if she would call me in case he was misunderstanding and she refused. Absolutely horrible service on part of Xfinity to not make an accommodation for the deaf.

10x better than speaking to anyone from the help center. The local agents actually genuinely care!

It is fact that this is the worst ISP around.

Quick and easy no upsell Really clean and nice

Long wait just to exchange an phone case . Poor customer service model

Was good visit. People nice

Great place, great service and helped me get more channels and save $20 per month for 2 yrs.

Nice new place. More people to take care of costumers

Overpriced the cable is overpriced

For some reason, theres no such thing as a quick visit to one of these stores. I spent about 20 mins on the phone to ensure everything was as taken care of as possible for my move before I went into the store. Regardless of that fact, I was greeted courteously, treated respectfully and turned my old equipment in with no problem. Then I waited....... and waited........ and waited. About 20 mins later I got the two boxes I came in for and my new bill explained expertly. Im sure theyll improve over time.

The directions were correct, but xfinity cable is a MONEY RACKET, AND MY HEART GOES OUT TO ALL THE POOR INDIVIDUALS WHO HAVE NO CHOICE BUT TO USE THEM DUE TO THEIR CORPORATE MONOPOLY IN CERTAIN AREAS.

The customer support call representatives are not helpful at all. I received an email saying that my xfinity password was changed, but when I spoke to the call center, they were not able to help me. It’s very frustrating when the call representative does not appear to listen to you, while navigating through language barriers. Although Xfinity has good WiFi speeds and tv service, their prices and customer support leave a lot to be desired. I pay too much for service as it is. It’s unacceptable to couple that with bad customer support.

Good service, but due to civil long lines.

No picture she knew what to do and succeeded

The station where you need to sign is not clearly marked and if the staff member assigned to watch the door is busy with another customer the traffic flow is not obvious. At the Cromwell store there is a touch screen as soon as you walk in the door so you can enter your name and the reason for your visit.

After getting a new DVR box at the store, the remote could not be set up to be used with our TV. Called customer service - absolutely no help. Made second trip to the store for new remote which did not work. Had to have a service technician come to the house to verify that the remote was defective. Then they didnt record that the old box had been returned and they reactivated the old box and deactivated the new one. This all took 3 days to resolve. Then the billing - they continued to charge us for the box we returned. Then they gave us the incorrect billing info. Too much to deal with.....

Fast and efficient service. Was switching over to Xfinity mobile

Comcast is the only internet provider in my area and they have been taking advantage of that. $300 a month just for internet? And the people on the phone are rude and unreasonable. I havnt had any access to the internet for months because of comcasts grossly inflated bills that I cant afford. They even deliberately employ shady and fraudulent practices - see the pending lawsuits in the news.Why cant the U.S.A. catch up with the rest of the world and enact laws intended to protect consumers from this sort of thing and force companies to compete? In the UK you can get tv, internet and phone for 40 pounds! Most other places in Europe give consumers an average of seven providers to choose from and an average internet bill of $17. Thier internet speeds and services are also superior to anything the U.S.A. has.

Friendly Atmosphere, outstanding customer service.. shout-out to brother Kwame Law👍🏿✌🏿

Tried to return cable box but they said that couldnt take it back without canceling our service. Doesnt make sense since not using the box but paying rental for it. We use Roku and not the Comcast box.

Worked out great. New install coming.

Slooooow and extremely disorganized. 3 people to return a box, one checks you in and you wait... one enters part of the info in the terminal.... and you wait. Then the last one finishes the data entry. 45 minutes with only 3 people in front of me.

Only 2 customer service reps and 1 greeter. 10 desks, 2 reps. Wednesday, 11am. About 10 people waiting, some for over 45 minutes. This is what you get for $200 a month Comcast bills.

They wont help you at all and their automated phone service is a joke and they wont let you talk to a person unless you owe money.

Store employees are not well trained in providing tech support for basic issues. If Comcast is going to sell cellphones then their staff should have basic training, or be able to contact tech support customer service. I went in today because my phone turned off while charging and it wouldn’t turn back on. I tried using a different charging wire and different outletI drove to the store and in 2 minutes was told it’s an hardware issue and I need to go to an Apple. I drove to Apple only to be told that I needed to do a HARD RESET meaning just push the top and bottom volume button separately and then press power buttons and what do you know it turned on.I had an Iohine 8 previous key and upgraded the XR. I later googled my issue and found it it’s common for the Iphone XR to often shutdown due to overload, but I feel like had the Comcast staff been a little more familiar with these things then I wouldn’t have had to drive an additional 30 minutes to the Apple store on top of the 40 minutes I took to drive to the Comcast store. I will never go to this store because they couldn’t be more bothered to help or take the extra step to help a customer.

Nice store. Staff did not make me feel welcome though. I was the only one there and felt like I was intrupting.

I was very happy with the service and the manager at this location. I think they do what they can within Comcast`s rules.

Long long wait. The guy was friendly, nice, and helpful. Cable and internet is very expensive in general :(

In and out - great customer service

Good customer service an helpful

This was my first time in a Xfinity store. (Middletown CT) When I walked in, there were two people working both with customers. My kids and I hung out for 10 minutes before realizing they were too busy. No one took a moment to greet us or acknowledge us. Im pretty understanding, they were busy. I went over to the automatic door and it would not open. I jumped up to see if it would, then tried to pull it open. It wouldn’t open. I said “Hey, this door won’t open” and no response. I texted my husband who was outside. He came and knocked on the door. They just stood there. When he yelled, “ open the door” a guy came over and opened the door and said “I’m not a mind reader.” I have been a Comcast customer for years so I am used to ass backwards responses, long wait times, and rude responses but this takes the cake. One day there will be other options and I can’t wait for that day.

Too expensive. Good customer service

The most stable internet you can get in this area.

It was so refreshing to talk to a comcast representative like Michelle Homer who really cared about helping a customer. My history with comcast reps was the worst until I went to this store with more problems and walked away 100% satisfied. Everyone who is in need to get what they want and explained instead of hidden costs and sales gimmicks needs to go to this person in Middletown, Ct. and see her. I was never looking for free stuff, just not lied to and an explanation of what I am buying before I say yes. My recommendation to those who are having problems with chat online and phone calls that just get you more upset need to find a person to talk to in person at their local comcast store. I highly recommend Michelle and Middletown Xfinity. Thanks again. Gary Moir

Long wait even with an appointment. Good customer service at least.

The place is disorganized and difficult to know where to go to get what you need. No one comes to help you and I figured out for myself I could make an appointment online.

The express pay is not accepting cash. Waiting forever just to pay a bill while two guys in the front play on their phones and only one person taking customers. Very poor service!

Had the worst experiences with Comcast at the Cromwell Location by Willowbrook plaza in the past. Came to the Xfinity store on Washingtin St in Middletown and dealt with an associate of theirs, Will. Night and Day difference, Will had me in and out of the store within minutes (I thought based on past experience I would have been in there for hours). As long as that Will guy is working for Comcast, Im a customer

Our experience was good.

Courteous and helpful good prices and plans

Fast friendly service today!

In and out in less than 5 mins. for returning equipment. Everyone was very friendly.

Friends and family are friendly

Staff was rude and disrespectful, unhelpful and out right aggressive for no reason like they didnt want to be bothered they failed to provide service proceeded to threaten me with delays of service for calling the customer service line for assistance and then informed me that they didnt care what Comcasts agent had to say they do not work for Comcast they claim they are privately owned and operated however when I requested a manager or supervisor I was told they were not in today and they would not accept my complaint if they were in, will never return to this location and am now seriously looking into other services do to the poor treatment I experienced as well as observed with other customers during my wait, disgusted with this experience and would recommend avoiding this located at least costs

Wasnt even acknowledge when I walked in. Poor poor customer services!

Its a big box store . Lots of displays and big screens .

They were super nice and helpful

Worst company ever. Was great when TCI cable company owned it ! Sadly times change.

Nice store, but its a bit of a hard sell

Rude and worse customer service ever

Nice clean place courteous staff

Understaffed and customers arent even acknowledged when they come in the door. Very long waits.

I having a horrible the with comcast they are no help at all

The new place is nice

Great service!

Very helpful and professional

Very rude and use less people act like customers are dirt when they are no better than I am and tell me I been in my house for over 5 months dont matter how long I been in my house your not paying for it I just want my remote dont deserve even half of a star

Absolutely terrible customer service!!

Unattentative. Not helpful.

It was easy

Averages

Capable staff

Ok !

Horrible customer service

Great experience

Switched cel phone service. Xavier handled everything, very helpful.