Xfinity Store by Comcast - Arlington Heights, Illinois

Chris R.

Mo was really helpful in getting my service upgraded so that I’m getting better speed at a lower price on my internet. Really appreciate his help and patience with me.

Erika L.

How do you spell Excellent Customer Service:
ALAN K & Manager ANDY - that is how. Although it was busy, I was provided Professional Customer Service and walked away feeling Valued, Respected and Heard. I witnessed Alan K & Mgr. Andy extend that level of service to all the customers. XFinity it is hard to find good help. May you extend your appreciation to both ALAN K & Mgr. Andy and they will part of the reason why customers like me will come back. Thank you Alan K & Mgr. Andy

Maria V.

I switch company providers for Xfinity. I’m making an Appointment. I choose my plan I pay and did all the paperwork. Work. Wait there for four hours and the person who has helped me out, was helping another person and was signing everybody who gets in . I leave the store And the person could not active my new Phone. They told me I had to call my old provider to have the account number and the transfer pin which I already have, but the person never took a time to call my old company phone, but all the other persons who he was helping out. He was able to call their companies, but not mine phone provider,It is very upset. How cannot all the customer get Treated the same. If you make an appointment and wait there for so long. I will just expect They to help me out instead, they just take my money. I pay my bill on first day and I’m not using the Service. I did not recommend this store location,I would try another store will see if they will be able to help me out or just try to find a new phone provider,but definitely not the store.

TheGiftOFGifs T.

This isn't directly focused at the store but more on Xfinity as a whole.

I have been trying to contact this store because I need to speak to a hiring manager but not only does the phone number direct me to xfinity support, the ai service response loops me around with the same answer, the online chat doesn't know, and once I was able to finally get a call back from Xfinity support the semi rude lady on the phone said they have no way of finding out the stores phone number or how to contact anyone from the store and that I should just try going there. Yea...MAKE IT MAKE SENSE.

Nancy L.

I received excellent service at this store. Anahi was very knowledgeable, helpful and pleasant to work with. I was also at this store another time and worked with Rori. Both of these people are outstanding. Thank you!

Chris R.

We switched our internet to T-Mobile and came in to change our cable plan. Not only was one of the employees completely untrained but very obtuse and rude. Im a handicap man an my mother elderly. He was pretty useless, slow and did not even offer either of us a chair. He disappeared for several minutes leaving us confused. Eventually we were handed off to the asst. Manager who was able to get us squared away but seemingly reluctantly soo..not much better.

B.B.

Fiasco and the lazy manager is what I call the ongoing disaster that has been my recent experiences at the Arlington Heights, IL store.

I went in to this store for the first time in January to secure a new 2-year agreement for my cable and internet service. While dealing with one of their reps, I surprisingly discovered that Xfinity has a home phone plan that would save me a lot of money per month. Sounded good. Unfortunately, I needed a transfer pin from AT&T to complete the porting of our phone line.

A few days later I returned with the transfer pin to complete the deal. But the deal that I was offered mysteriously disappeared and would now cost $10/month more. I wasn’t too pleased with that and left.

However, while looking at the Xfinity site a day or so later, I saw an even better deal available to me at my address. So, I contacted my rep and asked him to help me with the transfer so I wouldn’t lose my phone number. It turned out that he didn’t know how to process that deal and showed it to his manager. His manager, with the offer clearly on the Xfinity website, told the rep the offer doesn’t exist.

Over the next few days, I communicated back and forth with my rep asking him how an offer on the Xfinity website supposedly doesn’t exist. I sent him another screenshot of the offer. He kept speaking to the same manager, and the manager kept insisting the offer didn’t exist. He actually told the rep to tell me to just call Xfinity. Do you believe that? A manager at Xfinity isn’t going to help a Xfinity customer of over 30 years. Really?

So, I made an appointment and went back in to the store. I was fortunate that another manager was on duty at the time. He took one quick look at the deal on the website, acknowledged it, and helped the rep sign me up. And I completed the verification process while in the store. I was told it would take a few days. And so, I left and waited for the porting to be completed. That same day I received a confirmation from Xfinity. I was at stage 2 of 4 to be activated at the price I agreed to. I was told I’d be notified once activation was complete. And so, I waited. And waited. And continue to now wait for 2 weeks and the porting still hasn’t been activated.

As the days passed, I got another email from Xfinity that showed instead of progressing to stage 3 of 4, I now went back to stage 1. I’ve been in consistent contact with my rep at the store. But unfortunately, his lazy manager still refuses to help.

I finally called AT&T to see if they had any information regarding the delay. I was told that Xfinity sent in a request to port my number that same day I signed up. It was electronically approved immediately by AT&T. But I was also told the porting has just sat in limbo because Xfinity never followed through to complete the process.

In the meantime, my rep at Xfinity is telling me that my account now shows the phone line active. I keep telling him it’s not. I tried it. I still have AT&T. Am I now being charged by 2 phone companies for 1 phone line? I better not be. I even sent the rep a screenshot of a Xfinity support site that details the porting process. When the porting is complete, my existing service will automatically disconnect.

I opened the latest email from my rep who told me he spoke to his manager again about the problem with my line not being activated yet. Instead of the manager actually trying to help, he told the rep to just tell me to call support and deal with it myself. Or pay for a tech to come out.

Why the heck would I pay for a tech? It’s a process glitch. What an ignorant suggestion. So, now I’m supposed to be responsible for troubleshooting the disfunction that is Xfinity? I’ll be escalating this issue to upper management. Hello Mr. Karinshak.

Over 30 years with Comcast/Xfinity and this is how they treat their customers. And a perfect example is a manager who displays indifference, as opposed to solving the problem. It’s little wonder they have such a poor customer service rating. And in the meantime, much like this porting glitch, I’m stuck here in limbo.

W. P.

It’s easier and faster. Dropped your old equipment at UPS store. That’s what worker told me when I realize I have to wait there minimum 1 hour . It’s faster at UPS CAN YOU IMAGINE?