xfinity support

⭐ 1 Star — Extremely frustrating experience from installation through billing

Our experience with Xfinity has been one problem after another, and unfortunately, almost every issue could have been avoided with better communication and competent customer service.

During the initial installation, the first technician drilled into the wrong wall, leaving us with a large, empty electrical plate in our bedroom. Not exactly the way you want a brand-new installation handled.

Before the installation, I specifically asked the technician whether the router being provided could be placed into bridge mode, because we were planning to install our own home network equipment. I was told yes. Based on that information, we went ahead and built our home network around it.

After getting everything installed, we discovered that the router we were given could not be put into bridge mode. I called customer support and spent more than four hours trying to get the issue resolved. After all of that, I was eventually left on hold for approximately 45 minutes while the representative supposedly went to get a manager.

My wife eventually had to research the router herself and discovered that we had been given the wrong equipment for what we were trying to accomplish.

We called Xfinity again and were told that there was a router that would work with our setup and support bridge mode. However, we were told we would have to go to an Xfinity store to return the current equipment and get the correct router.

So we went to the store.

The first employee told us that what we were trying to do wasn't possible. We asked for a manager, and the manager was extremely rude and again told us it was impossible. I explained that we had specifically asked about this before installation, were told it was possible, and had installed our entire home network based on that information. Her response was essentially that it wasn't her problem.

I explained that this was absolutely not acceptable. She eventually went back, made a phone call, and came back with a router that would work with fiber and bridge mode — but there was another catch: we had to downgrade from our 2 Gbps plan to 1 Gbps to use it.

Fine. We did that. We called Xfinity, changed the service to 1 Gbps, and finally got our network working.

Except then Xfinity charged us for the 2 Gbps service anyway.

What makes this even more frustrating is that Xfinity has no problem calling us repeatedly to advertise promotions and try to sell us additional services, yet somehow nobody has managed to call us back regarding the problems we actually needed help resolving.

To summarize:

• Technician drilled into the wrong wall during installation.

• We were given incorrect information about bridge mode.

• The wrong router was installed for our intended network setup.

• Spent 4+ hours with customer support trying to resolve the issue.

• Was left on hold for approximately 45 minutes waiting for a supposed manager.

• Had to research the equipment ourselves to figure out what went wrong.

• Were given conflicting information by multiple Xfinity employees.

• Had to make a trip to the Xfinity store to fix an issue caused by the original installation.

• Store management was extremely dismissive and rude.

• Ultimately had to downgrade from 2 Gbps to 1 Gbps to get the equipment we needed.

• Were then billed for 2 Gbps after changing to 1 Gbps.

• Xfinity continues calling us about promotions while ignoring our unresolved concerns.

The biggest issue isn't even that mistakes happened. Mistakes happen. The problem is that nobody took ownership of the mistakes, and we repeatedly received conflicting information from Xfinity employees.

If you're building a more advanced home network and need specific equipment or configuration options, do your own research before trusting what you're told during installation. In our case, we made major decisions based on information provided directly by Xfinity, and we've been dealing with the consequences ever since.

At this point, as soon as Google Fiber becomes available in our area, we will be switching providers. After this experience, I have very little confidence that Xfinity will be the provider we want long-term.

Very disappointing experience from start to finish.