Xfinity Customer Reviews Summary

Customer Service

We asked BroadbandNow users to review Xfinity based on four core attributes: Customer Service, Reliability, Speed, and Value.

BroadbandNow readers submitted 6012 for Xfinity. Xfinity earned an average score of 3.45 out of 5.

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Xfinity Internet Customer Reviews

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Are you a current or former Xfinity customer? Tell us what you love about Xfinity and offer valuable insights for other users.

*Please note we only publish helpful, relevant, and specific reviews. When writing your review, please support your rating with detailed reasoning.

Unreliable Service

Holly Hickam on August 19, 2023

Since June, my service has been cutting in and out. I have Internet, cable, and phone services. The most important thing to me is the landline because my son comes home after school and needs to call me at work to check in and I need to be able to call him. With my services constantly cutting in and out, I have no way of getting in touch with him. Plus, being over $230 a month, I don't feel like I'm getting what I'm paying for. I've had Xfinity for over 10 years, but since this has been happening for 3 months, I will have to change services. I cannot keep paying for something that doesn't work.

Great customer services

Bashar on August 01, 2023

I called Xfinity today to cancel the service, but the customer service was very helpful, made me change my mind, and made it easy for me to switch the plan. He is very knowledgeable and professional. Thank you.

Happy now!

James S Quindry on July 09, 2023

Finally got a tech to the house, he changed the wires to the pole and the internet box is working great now. Thanks to him. I still hate your Xfinity assistant, it’s crap.

Used to be good service.

Brian James Stewart on June 21, 2023

Xfinity used to be the best, lately their service and reliability are more on par with their competitor. That's a huge fall in quality. I've been a customer for 7 years, I'm about to switch to a different brand as a result of poor service.

Thank you Service Rep!

Mary on April 25, 2023

A big thank you for the professional service I received from you on Thursday, April 13, and April 25. You are truly an excellent Customer Service Agent when you took your time to explain the promotional details regarding your company. You are very professional, knowledgeable, and patient. I really enjoyed the time you spent with me answering all of my questions and concerns that I had. Thank you again!

Ok customer service

Aaron on January 28, 2023

Signed up for Xfinity service about three weeks ago. Was then told the internet was ready to go. I just needed to install the gateway they provided me at the Xfinity retail store. Fast forward after proper installation via instructions, the internet does not work. It then takes me a ton of calls to eventually get an agent on the phone from another country. Books me for tech the following day. He shows up and says it's a faulty line but I now have some service. He put in a request to change the line. Another tech shows up a couple of days later says the gateway was faulty and replaced it. Tech informs me that the salesperson added an unwanted phone line without my knowledge. Fast forward after tech is done, the internet is averaging around 2-3 Mbps download and around 15 Mbps upload. I get in touch with Xfinity yet again and they pretty much said it's $100 to get a tech out here. Maybe your experience will be different than mine? I am currently in the process of cutting my service with Xfinity.

Horrible customer service response

Matthew Cardon on January 23, 2023

Xfinity’s commercials should stay Xfinity Internet, where we send you in circles and you’ll never get a live rep. It is nearly impossible to get someone on the phone. They divert you to text messages or chat. If you ask for the operator, it tells you to choose or hang up and when you do choose it sends you a text message and then gives you the option to go back to the main menu. This is horrible on Xfinity's part, you overpriced With no customer interaction. Everything has to be done automatically.

Fantastic service

Joyce Wynkoop on January 21, 2023

I was frustrated with the automated system but then I finally got through to an agent, she was very patient with me, and she resolved my problem very professionally. Xfinity should be proud to have her work for them, I was very impressed by her. The call was made Saturday night 1/21/2023 call was at 7.05 I wish I could remember her name again I forgot to ask before we hung up. Very efficient looking at my case. Thank you for the great customer service.

Lack of Customer Focus

Joe Gardenhour on December 14, 2022

On 14 Dec 2022 at approximately 11 am MST, XFinity took the internet down in Utah just when hundreds of people were working from home and using their service to perform work at home for their jobs. I personally never received any information that they were doing this (that’s one issue) but my neighbor said he got an email 11 minutes prior to the outage saying they will be doing work for 2 hours and therefore the service would be interrupted. It is 2:10 MST and there is still no service. I called Xfinity and went through their cumbersome network of endless robotic messages to get to a message that says service will be back up online at 1:45 MST then it said 2 pm to ultimately come back online 3 plus hours later. Why they think it's acceptable to give an 11-minute notification of a significant self-initiated outage to hundreds of people working in the middle of the work day is beyond me. If this is how they plan out their scheduled work then I am going to look elsewhere for another internet provider that actually takes into account the customers' needs.

Awesome Customer Service - Portsmouth NH

Candy on December 05, 2022

Recently switched to Xfinity Mobile. Our customer service Matt was a 10/10. Transition went smoothly and he went above and beyond when I texted him on his day off and he provided awesome assistance. If you want to switch your Mobile Service to Xfinity, Matt is your man!!!!

Internet service

Cecil Moreno on November 17, 2022

Been trying to get internet for a month now and every time a tech comes out they tell me the same thing Xfinity needs to drop a tap to connect, they put an order in, and no response. I call and they tell me the same thing it will be done the same day, I don't know what they are doing, either playing or what but this is getting ridiculous. They are not reliable, I don't recommend them to anyone.

Can I give a Negative 5 for Customer Service

Theresa Glass on October 19, 2022

We have spent 4-5 months trying to resolve, what should be, simple problems. Xfinfity set up a Primary User name that we do not use or want. They keep telling us to log in using that user name BUT we do not have the password and they cannot reset it. So our account keeps getting locked up. No one actually listens and just when you think someone will fix it, the call is disconnected. It has happened every time we call. And this is AFTER we have been transferred several times. The actual service is reliable and works well, but the customer service experience--not so much.

Thank you to both the phone and service tech. Saved me today.

Jonathan A Bleier on October 18, 2022

I just moved in Sunday. I scheduled the move and change of address with Comcast 2 weeks ago. I called Sunday night after I was done moving in, and the rep tried to help me but was unable to reach my modem, we tried all the coax outlets. I called Monday morning because my internet was still not active. I work from home and needed to get this going asap. I had set up my transfer but when I arrived, I tried the modem on 4 different outlet wires to try and get it to connect. No luck. So Monday morning I called at 8:30 am and got a great rep and I explained what I thought was the issue, a connection outside probably needed to be switched back to Comcast. And I was delighted to hear they could come the same day to get this done. He found an installation pro on his list and made me a 2 pm appointment. More than delighted. I was amazed. My Pro arrived, I am so sorry I don't know his name. Was 5 min early and was eager to figure out what was up. He did everything he could do inside, outside looking for what was up. I was ready to give up. But he wanted to go into the attic and resolve this to get me working. True dedication to the job. He wasn't going to let this go. My attic in this new house looked very scary. Very kind, he went up there and found a strange 15-year-old grandfathered-in direct TV split between 2 apartments and he converted mine back to Comcast and I had screaming fast internet by 3:15 pm. What a kind and diligent guy. Really went the extra mile when he could have given up. He was very respectful of my home and he was careful to clean up and put back all the outlets and attic doors. These two reps today that took care of me restored my faith in humanity. Don't laugh, it is so hard moving, you need help, not someone that says oh well good luck buddy we can't figure it out. Comcast values that these guys take seriously helped me today without a doubt. They didn't want to lose me to Att and they made sure to do a thorough job. I could see the pride they both had in their job. That meant a lot to me. I was very impressed with how I was treated today. Thank you a million to your team. - JB San Anselmo, CA

Love Xfinity

Xiaoman Duan on October 07, 2022

For Xfinity in Cumming: I had the most wonderful service experience with Xfinity in Cumming!   I went to Xfinity store in Cumming with my husband for a home internet service rate.  A handsome young man warmly welcomed us, then introduced us to a beautiful girl.  She is such a magic AI expert who impressed us immediately followed by the top quality service. She wisely suggested us to transfer our cell phones to Xfinity, to bundle the internet together with the best rates for both.  It was such a hard process communicating with my previous carrier in MA, and It took her several hours to finish the process. We were deeply touched by her high-quality service with super patience and professionals! She is just like a beautiful movie star with a genius brain and angel heart! We are so grateful! Thank Xfinity so much and I appreciate it very much!


Linh Tran on September 07, 2022

This year I made big decisions to switch my business and my home with Comcast and my mobile phone with Xfinity then my family and I are so happy with their services vertebrae convenience with an app to set up devices, billing settings all good and much cheaper than our previous carrier. HIGHLY RECOMMENDED!!! Give them a chance you will be happy and save a lot of money than the others. Thank you

Dissapointed with the service.

Nestor Cancio on August 23, 2022

Bad service, the speed is inconsistent with repetitive interruptions during the whole day. I am using it mostly for telemedicine from home, I pay the highest speed, and the service is unreliable. I keep calling customer service, I received a new modem, installed with an unresolved connectivity problem. Second, we experience outages I would say every week! Unbelievable. I am very disappointed with the service.

Patient and informative

Nathaniel Hoffman on August 15, 2022

I just spoke with a rep on the phone to set up internet service for my new apartment and our call could not have been better. She was able to answer all of my questions and took her time to make sure I understand every part of what I was signing up for. She was helpful and informative in helping me get the best deal based on my living situation, and incredibly kind and personable. I have been with Xfinity for years, our internet is high speed and always reliable. I feel fortunate I can stick with Xfinity even in a new apartment. Thank you for being so helpful, and thank you Xfinity for the service.

Extremely kind and helpful

Haleigh Scott on August 11, 2022

I was having an issue with an increase in my monthly payment and called the Xfinity billing department to understand why. I had the pleasure of speaking with a rep in billing who was extremely nice and incredibly helpful!

Not happy

Daniel on August 06, 2022

We've had service for just over a week now. When the internet works it's great but it crashes at least 10 times a day. We only have 2 things using the internet. The Roku and my gaming PC which is hardwired. As long as my internet is crashing numerous times a day, I'll write a review every day stating the day's problems with the internet.

Below average at best

Lonnie on August 05, 2022

We moved here a year ago from Midwest and I am appalled by the service and cost of Xfinity. We received so many more channels and a lot cheaper. Their internet speed is great but you have to pay for the premium package to get the best speed. I can’t believe people here pay for this but they have no choice, we had several choices in Midwest. The only way to get them to notice is for people to drop their service, they are poor at best.

About Our Xfinity Customer Reviews

Xfinity is one of the biggest internet service providers in the world, and its customers have plenty to say about it — both good and bad. Currently, percent of our Xfinity customer reviews are positive. Xfinity and its parent company, Comcast, have improved their reputation for customer service, though some reviewers are still critical. Xfinity internet plans offer impressive high speeds (check out our Xfinity speed test data to see how those advertised speeds translate into real-world performance), and the company’s introductory pricing and deals make it an appealing option to consumers on a budget.