4jmorans - When I am connected everything is great
I received a letter saying my current box as having problems ( I didn’t notice any- and it’s probably less than a year old), and that you were sending a new one. Well I got it and installed it per the instructions on the app- easy btw- it seemed to work. At first it looked like it was working, but the phone wouldn’t connect, and the internet light wasn’t on. Later on in the day we couldn’t connect our devices to the network, so I restarted it, and then reinstalled it. I reinstalled it again in the evening. The app told me it couldn’t connect to restart, so I just reinstalled it as a new device. The next day - no problem. Then around 5:30 the kids told me the internet wasn’t working. Sure enough the app wouldn’t connect. When I finally got to log in, I reinstalled again. So far, so good. I am hesitant to return the old box. Trouble shooting did not work during this process. I will go to the physical store this week. Maybe someone there has a solution. ☹️
Sean Hannity Fox News - Terrible app, by a terrible corporation!
Where do I even start? We first got Xfinity years back for homeschooling, it was $10 a month for around 15Mbps. Very reasonable at the time, but the internet has changed, and obviously 15Mbps is nowhere near fast enough today. So a few years ago I upgraded to 50 Mbps, and was charged somewhere around $50 a month. Fine, the internet was fast enough for my needs. But 12 months later, the price doubled. So, I called and got a better deal. Again, 12 months later, price was bumped up. Same thing, except this time they forced me to sign up for a tv service I didn’t want or need in order to get a lower internet price, which ended up being more expensive than before. Now, for the problems with the app. First impressions after downloading it, VERY confusing. No clear way to set up a home, way too many options. This last month I went over 250 GB and was charged an extra $40. Absolutely ABSURD. Nowhere on the app or Xfinitys website is there a spot to see what device pushed me over. I usually never use more than 800GB in a month, but somehow this month I am pushing 1500 GB?! Xfinity is a greedy, corrupt, monopoly corporation that puts profits first. I live in a large city, and Xfinity and Satellite are the only two options. If Xfinity’s competitor from the county next to mine served our area, we would have no data limits and the price would be less than half of what Xfinity charges! SHAME ON ALL GREEDY CAPITALIST MONOPOLIES!
Unhappily a current customer - It’s not worth the money, only if it really worked
I am always calling Fakefinity; I call them that because they pretend for this amazing app to work, they pretend for amazing experience from their home security, Nope it does not work, not only that it is easily hacked and manipulated by anyone in close proximity. All they need is to be in range of your wifi and please tell me why would you reveal WiFi info via the television when anyone that comes into your home can grab the remote and simply say what is my WiFi and user name and Walla abracadabra there it is isn’t that against Hippa?? Well anyway if I was not under contract I would be an ex-customer this crap is way too expensive for what it actually gives you and that is a way to watch your family while you are home other than that it is not good don’t waste your money, look out the the suburbs and see people who have homes purchase they have the ring device or another company and I’m in the field a lot with my current job and I noticed that they none of them have Xfinity you wonder why right?? I hate what they are doing with their home security, and other services are just horrible and they keep raising the price!!
Sad and Stinky - Uncaring company who broke our waterline and refuses to fix it
Comcast “upgraded” our lines and in the process ruined our internet experience and our lawn. We called and they came out in a day to fix it and found the upgrade had created issues. So they scheduled a tech to come work on the lines a day or two later. In the process they broke our waterline to our house and left. When we noticed it a few days later with soggy lawn and then a huge spout of water coming up, we called and they made a rocket to fix what they broke. Several days later now they refuse to call us back to actually do the work while my family lives with no water, backed up toilets, unbathed kids and parents, no ability to do laundry, cook or clean. We have been loyal customers for over a decade and even have our phones with them but now will be trying to ATT and Verizon since they have treated us like we do not matter. Uncaring when they break stuff but they will be there should your internet be down. Shameful service and I will be suing them in small claims court for damages and mental anguish. We have a 3 year old, a 7 year old and a active 14 year old who plays football and now has to go to school smelling like he slept he hasn’t showered in a month hurting his self confidence and image at school. This is the worst experience I have ever had from a company and will never use their services again.
Wiricijebrjeb - Okay. Could be better. Please add a data usage feature.
So, this app is great for being able to change wi-fi settings in your xfinity modem/router. But, at times it seems like when I apply new settings things can get chaotic. Such as the wifi restarting itself and the settings not applying. Now my biggest complaint is within the app you can see how much "usage" everyone has been doing on the internet. Now when I say usage I mean, how much time everyones spent using the internet. I'd much rather be able to see just how much data everyone has been using or how much each device is using in data because of Comcasts new 1000 gigabyte internet plans. Going over the 1000 gigs you have to pay an extra $10 for another 50 gigabytes. So instead of knowing how much everyone's using the internet, you get to see the amount of "usage" or who's been using the internet more which doesn't help because someone could just be we surfing but be on the longest and show up as the one who's using the internet the most. So please, PLEASE, add a feature that allows you to see just how much each person or each device on your network is using so you can keep track of who's using to much data and so you don't go over your restricting 1000gb bandwidth limit and charge your loyal customers more. But Comcast/xfinity usually only seems to be about the money these days.
Pookal - Can’t access any of the main menu features on the app
It’s very irritating that the app refuses to exit out of the virtual chat when I open it. I’ve been having connectivity issues with my WiFi and xfinity isn’t able to do a thing every time I call. They make it virtually impossible to talk to an actual representative and when you’re finally able to get in touch with someone they blame it on a local power outage and they give you a time frame when it should come back up. Mind you that I was told 4 different time frames each time I was able to “chat” with someone and that I would receive a text and call for when the internet would come back up. It’s been almost 2 days since my internet has apparently been down with a supposed timeframe that it would be up by the end of the first day and no such text has arrived. The only way I have somewhat of a connection is if I restart the gateway from xFi app. It gives me internet for a few hours give or take before I have to do it again. However when I click on the app to restart the gateway, I can’t access the main menu or any settings on the app because when I open it, it forces me to either activate a new gateway ,speak with the virtual robot, or sign out. There’s no way for me to exit out of these options. Please fix this issue at least because you can’t even resolve an internet issue.
Glesgalass - Poor customer service
We have experienced intermittent internet service since we upgraded modem and speed to 600. Last week, our service was interrupted on 2 occasions for several hours each time. I have contacted customer service a few times. Again, I had occasion to call the other day. I was on the phone with service rep for 25 minutes before she hung up on me. I informed her I had restarted modem twice prior to calling. I also informed her I ran a speed check etc. She asked which device caused the problem. I explained it was the internet connection not any device. She placed me on hold several times. I suggested a technician check connection outside my home. Again I was placed on hold as she stated she was scheduling a day for technician to check for problems. I informed her that since upgrading and adding extra speed etc, we had experienced problems. She ended call with me, which was most definitely unprofessional. She did not contact me after the fact, hence the negative review. The customer service was unacceptable, there was no resolution and no technician came to check anything. I have now awarded 1 star as I have received no response or assistance from anyone. I would like to escalate to a manager, but have noticed other individuals have also received negative customer service. Thank you.
Onthefarshore - Slowest App in Existence!!
If I could give this app negative 5 stars, I would. One would think that an internet service provider would have one of the fastest, sleekest apps in existence. They would be wrong, however. This is by far the slowest, worst, most intolerable app I have ever attempted to use. It even puts their obnoxious voice attendant to shame, and that’s nearly impossible to do.
Xfinity certainly blew everyone out of the water with the worst costumer service and voice attendant to date, but they truly surpassed everyone for the worst app ever created. I can’t help but wonder if the irony of Xfinity, an internet service provider, having the slowest app on the planet is lost on them. If I had to bet money on it, my guess is they just really could not care less about their customer experience (and I pay over $200 a month to use this garbage).
This app is truly a pathetic experience I would not wish on my worst enemy. User beware and be prepared for a frustrating, tortuous app experience that will have you wanting to delete it as soon as you try it. I could never recommend this app to anyone but the Xfinity app creators and their CEOs. If they had to use the worst app on the planet on a daily basis, we would not have to. Of that I am certain. Don’t do it. You will regret it immediately. I give it -5 stars.
Jyy900 - Do not use xfinity unless you have to
If i had the availability to use any other provider i would. Comcast/xfinity has always been just absolute garbage. Such a money hungry corporation, random changes in your monthly charges. RANDOMLY - For two months i went through “100% of my data” and this was after about 20 months with xfinity. My life did not change bro, how and where did data percentage even come from for my wifi. And with no changes to my life, i am no longer using “100% of my data” for my wifi. Don't know how it resolved itself but for 2 months apparently i used crazy amounts of wifi - with a 2 person household and NOT the cheapest plan whatsoever. I can see when i made payments for the last 2 years, but i cant seem to be able to see how much i actually paid each month. But i can guarantee, whatever amount they say the plan or “promotion” is, will not be the amount you will be paying. You will be blasted with dumb fees, and you will also not get the quality wifi that is promised from the promotions. Takes time but you will see how money hungry xfinity really is. Outsourced customer service with a frontline of an “xfinity assistant” on the mobile apps that accomplish nothing. False promises and false advertising
KYgirlnGA - Love the control but internet drops a lot
We love the control you have with the new xfinity app and WiFi. Being able to set time limits on specific devices or turn off a device is great. Also being able to see how much someone is on a device is a great feature. The problem is more with the internet itself. It drops for no apparent reason for a few minutes here and there and this seems to happen daily. Comcast says it’s when the system runs an update but it’s at different times of the day sometimes multiple times a day. We’ve purchased their pods to try to extend the WiFi throughout the house as they recommended. We even exchanged our router twice at their suggestion but nothing seems to help. The WiFi speed is phenomenal; we are able to have 6 devices connected at the same time with no problems other than when the WiFi decides to drop. It’s usually back up in 10 or 15 minutes but the drops are really frustrating when trying to be on a webinar for work and all of a sudden your internet drops!!
Andbooger2 - Xfinity
If I could find another service in my area, I would fire Xfinity,I have had trouble with this service since 2016,yes that’s correct, I’m getting bills from my insurance because my medical equipment is not online,I have had it with these people, I pay for nothing,surveillance stays offline,slow to no internet,I’m a disabled person l need my equipment to work,fire alarm goes off no internet, no phone,if nothing is working nothing is done, I’m sick of you people, I will find another service but in the meantime you all just keep taking my money for bad,little to no service, I would recommend that no one buys property here especially if they need internet services, I wouldn’t recommend Xfinity home either,it never worked, I have adt but it doesn’t work to par with bad internet services from Xfinity,$110 for internet that doesn’t work properly and don’t move or upgrade services you have created even more problems,pay more money and still get a promise,I know what the problem is and as soon as I try login in the app doesn’t show up as described, I would guarantee that Xfinity would not even consider reimbursing me for spending $400 a month because my insurance bills me because it appears that I’m non-compliant,I’m perturbed.
Kryptonite7584 - Want more freedom on....
I love the app. But I gave it three stars because it only lets you set the sleep time for pre-adjusted times. I’m not able to set my own sleep and wake times. Which would be very, very useful if I could. Like for example with the pre-adjusted time I have the Wi-Fi paused at 9:30pmand I can only have turned back on all the way up to 8:30am. I would like to be able to set my own sleep and wake time. Like for instance I have my children’s Wi-Fi paused at 9:30 PM and I would like to have it un-paused at 5:00pm the next day. Because my room is on the other side of the house so I have the Wi-Fi paused at 9:30pm to make sure my children are not getting on their games, phones etc. after I go to bed. In the mornings my children get up and go to school. Well sometimes I’m not always home when they get home from school. They know they are to do their homework before playing on the games, phones etc. but as anyone should know any teenager is not going to follow through on what they are supposed to do especially when a parent is not home to make sure they do as their told. That’s why I would like to be able to set the sleep and wake time as to what fits my lifestyle.
Mad in Galveston - Little functionality
I’ve been trying for more than 12 hours to get a new modem/router online that we purchased to replace a failed netgear router. It’s bad enough that I paying outrageous amount of money each month simply for Internet for a weekend house that we are only able to get to 4 to 5 days per month. I previously had a router I purchased when we switched from AT&T to Comcast. It failed. I didn’t wanna pay an additional seven dollars a month from the rest of my life for a piece of equipment that cost $150. So we bought a new one. Everything about the router is working. However, neither the Xfinity app, nor the technicians on the chat feature can clear the firewall for it to work. I’m convinced Xfinity does this to punish you for not using their Xfinity gateway. They keep telling me I need to register the equipment. When I couldn’t do it on the app, I contacted the technician on the chat feature, gave them all the information, and they told me it would take 45 to 50 minutes for it to come online. That was 7 1/2 hours ago. Everything on my end is green. When I put in the IP address, it sees all of our attached devices. The problem is with Xfinity and the app doesn’t seem to be able to clear the problem.
Doxiesusie - Assistance with new modem activation
After much disappointing WiFi service and speed in my home, it was suggested to swap in my modem at one of the Xfinity’s stores for another which I did yesterday afternoon. By evening, I did not have things right because nothing was working and now, no phone line active. I elected to “chat” for help (now 10pm) and was connected to a tech savvy person, Prathamesh. Thank goodness! What a kind and patient employee who started the process of getting me activated. After an hour, I lost Prathamesh from the several browser drops and had hoped it would get resolved. By the time I finished my evening,
I went back to check the modem and I was fully up and running!!! I was thrilled and so grateful to Prathamesh for continuing on and completing the process for me! I commend and kudos to Comcast/Infinity for having such an outstanding and totally Customer Service oriented employee in your company! It has turned my opinion of the Customer Service Dept around. Because of Prathamesh, I will continue to be one of Comcast/Xfinity’s customers.
Houdinipyro - Horrible internet issues
Update: I posted the below email and got a response to go to a forum with a link for more help and when I try to click on that or copy the link it is impossible to do so. Seems to be another way Comcast just messes with you. Thanks again!!!
I have been paying for the highest speed of Internet, and for the last seven months have continually had intermittent Internet connectivity, which is even more frustrating now that we are all working from home as we get constantly kicked off of our VPN. I have spent over eight hours talking to Comcast people on the phone and through their stupid chat line, and have yet to get any resolution. They make it so difficult for you to troubleshoot and speak to anyone to get the problem fixed, that you end up just getting frustrated and giving up. I am not giving up, but I am so frustrated and I’m looking for other Internet services other than Comcast. In a society where customer service is the most important thing that we produce these days, this company has absolutely no idea what they are doing, and have done everything in their power to make it difficult to receive any customer service. Comcast if I could give you zero stars I would!!!
Gilgillgil - Be aware
As a loyal xfinity member I was disappointed by their contract. I fully understand what a contractis , however xfinity does not let you aware unless your physically seeing that bill every month. I signed up for paperless billing to help me save an additional 10 dollars and receive my statement through my email. I also sign up for autopay to have xfinity take that money out of my account every month, which also helps me save money. I however like a lot of people do not live in my email box nor do I have the time to view the statement. The money is taking out of my account for a bill that I pay and assume I have coverage. I was amazed to find out how much my bill would have been if I would not have called and made aware that my contract was expiring and I would be charged almost double the amount for what I pay now. Xfinity is horrible and bad customer service for not letting customers physically aware of the contract expiring. I phone call would be nice, at this point I would even settle for an automated voice letting me aware of contract details. By all means my dentist calls me for an appointment!!! B aware and don’t trust and assume that xfinity has your back, because just like any corporation there in it for the money.
Bjkauf - Regret having their service EBB department conduct to disabled persons
Definitely none of this is showing up so I assume this will just die off. My bill was changed in Sept to cut out cable and someone put the double play on it and charged me for Tywin months. They would not go backs to when I officially called with my EBB number. It said Driving, ill call u back pending and I was told not to worry about it and they never applied it and it’s expired I was transferred more than 6 times hung up on and had 2 good reps but not able to help the EBB department saw their mistake and told me too bad. Told me they would not go vack and apply my benefit. Months went by and now they said to refill it out they never applied it so r told me it was still pending four months later they were uncooperative and I’m disgusted with being stuck with people who when I tell them I’m disabled treated me worse. Nobody would give any names or if without a threat of complaint and then no help at all. I’m so disgusted by the treatment I got from EBB department and supervisors I could just cry. I have been on the phone for hours and im just home from the hospital
Coleyh315 - Thank you
We are thankful for the ability to ensure our children are safe while on the internet and being able able to have security with wireless internet. Having the ability to to as the parents of our children to be able to set limits on our children’s time spent on internet games and all access to internet websites . Having the great security system in place in our home as well being able to go to bed at night knowing we are all safe and sound with our cameras and in our in home and outside security system really gives our entire family peace of mind knowing we are all safe from intruders and and those that may try to do harm through internet systems and and in home our outside intruders. Thank you xfinity for keeping our children and family safe from all the the things we try as parents to and family safe everyday. We hope that we will continue to have your security system and your internet security system in the future.
Clw781 - App hasn’t worked in over a month
I previously moved out over a month ago , the app worked fine before then, when I got to my new address the app tells me to text an agent so we can get you up and running. I text the agent , the message says we have found multiple addresses associated with my mobile number and to determine my proper location and to enter my house number. I text the right address ,then It says we’re going to call you. Comcast customer care has transferred me 4 times trying to figure out why I cant sign in. I tried deleting and re-installing the app, they checked to see if i’m at the right address which It was ,I still can’t sign in. I can sign into the “my account” app and also the xfinity website, my modem is working fine I have over 200 mbps. Comcast customer care tried nothing that I didn’t try , asking me if i’m using the right account and password , its incredibly frustrating when I need to use this app for the XFI pods, when they go down theres nothing I can do about it, I can’t check their status nothing , It shouldn’t be this difficult to figure out considering it was working fine at my last address, i’m using the same modem I had before makes zero sense.
SiamCici - Alert sound not consistent
A waste of time and frustration. Just go to your admin page through your browser. Absolutely zero help with app flaws. While I appreciate being able to see unauthorized devices connecting to my network. I am dissatisfied and disappointed that the alert notification does not always work. How effective of a app is it, if it’s basic alert system does not function properly all the time? I am constantly having to check for myself to catch the unauthorized devices connecting, to pause them. I have spent since April 2020 trying to get Xfinity to address the unauthorized devices ability to keep connecting no matter all the menu actions I repeatedly take, and switching out my modem 4xs so far, and still I have unauthorized devices reconnected within a week or two. Why does Xfinity have a app to find issues, but it’s like pulling teeth to get anything but basic help for the issue instead of actually diagnosing why it keeps happening? Very frustrating. I like the app, but Xfinity customer support is time consuming to get them past just the basics each time. Customer support is in bad bad shape. Who are their Trainers? Epic fail! The app is great, but fails to notify consistently.
Johngameropa - App leaves the poor vulnerable to hackers
As Americans we are taught to take care of our things. And when we do those things have, or may have, some resale value later on. This message was created using an iPhone 5C which is working perfectly well as a phone and with apps, except for this app.
If this phone belonged to someone and it was their only phone then XFinity has created a problem for them by not having a last working version available to customers.
Ransoms hackers are getting the upper hand not because customers have older tech but because rich companies refuse to honor the purchase of the consumer and make sure their firmware, websites, and apps work with a last valid version option.
- It's not the consumer who is the problem, it's the companies creating the problem by no longer standing by the technology they wanted people to purchase.
- Xfinity get the last version option for this app so people can protect their networks from older phones. You are to blame when people loose functionality, not the consumer.
Greyhame62 - Trapped?
Had a Netgear router with which I had all sorts of problems stemming from what appeared to be Dos attacks. Kept asking for a new IP address and Comcast wouldn’t do it. Their instructions to shut off the router didn’t work, even if shut down overnight. So I pretty much had to go with Comcast’s gateway if I wanted consistent access to the internet. So now I’m trapped with a gateway that allows me access to the internet, but is not customizable at all. I can’t shut down access to everyone, unless all devices are assigned to the same profile. Not very helpful with young kids that need parental controls to filter content. Parental controls are advertised, but they’re really Comcast Controls, and parents have no input on what content is filtered. And the Comcast Control does let pornography through. Not my idea of good parenting. Overall not happy with my extremely limited choices here. Choose my own gateway that Comcast seems to do whatever they can to prevent it from working, but is customizable and controllable, for those intermittent periods of time that I get internet access. Or, get internet access with with no control over content. Really thinking I might cancel it all-together.
Mattstar69 - Crooks & conmen in cable providers clothing
The amount of data taken by your app is invasive and inappropriate consider the prices already paid to have the service. Your selling and profiting from your customers data & personal information customers who you are already over charging since you’re lowering the quality of the content you offered when they joined or upgraded replacing that content with something you own and therefor don’t have to pay a licensing fee for. Why you’re not put in check is beyond me, oh right you already practically have a monopoly and all the money you’re saving is going towards buying support in Washington to make sure laws aren’t passed that do something insane like pass laws that limit your abilities to exploit your customers or even employees and make sure that you can profit from capping data & charging insane amounts in overages during a global pandemic when many Americans are forced to attend school in online classrooms and work from home using the internet to remain connect or even access online web portals to their employers.
It’s too bad cancel culture isn’t ever used to cancel corporations.
Freaky.Zeeky - No details on Usage
I’m new to Comcast and they let us know about all the awesome features with the app. Being new to Comcast we got two courtesy months to see our potential usage would be. First month (December) we went over by 10% on a 1TB of data. The month of January last courtesy month and this month I had some family out of the country for 3 weeks so less devices and less time being home throughout the month and by the 20th of Jan. We were notified we used 125% of data. (So we went over) called customer services they can’t see and not very helpful. Unable to tell me why or how we went over all I see is the several devices connect and 1-17% daily use which doesn’t tell me how many gigs or usage is actually being used.
To top this all off we were notified if we wanted to upgrade we can go unlimited for $15 more so I decided to use my own modem and return there which even out because of their $13 device fee. But soon to find out it’s $50 extra to go unlimited if we use our own modem which not disclose by a rep or on our contract paperwork.
KiwiMoon - Great, but could use...
Overall, this app is solid and does what it advertises. I noticed, however, that unlike other routers, I’m unable to create a dedicated guest network to keep my devices and guest devices from interacting with each other. I normally setup my routers in this manner as a sort of extra security measure — never know when a friend may bring a virus-infected laptop over!
I think the guest network option is missing because it is reserved for the public ‘xfinitywifi’ network...? If so, then it would be really cool if the devices connecting to my home network, but which are assigned to the Guest profile, could be logically treated as being on a separate network so home and guest devices couldn’t communicate with each other. Or, if a dedicated guest network could be made available again and have any devices connecting to it automatically placed in the Guest profile. Either way would satisfy the need while also still allowing customers to monitor usage of and manage guest devices.
Malibogtribo - My new xfinity system doesn’t work still
So on July 9th I was excited for my supposed new great system from Comcast. I was told I would have faster internet, reliability would be excellent....
Well after install that night my bedroom tv wouldn’t work on any channel . I was told to reboot my new less than 10 hour installed system. It worked for about 30 minutes and froze again. Because of my busy schedule it was 6 days later before I could meet a second technician to resolve my issues. He worked hard my living room tv seems to work better and my internet seems to work better, but my bedroom tv still freezes and needs the box to be reset every couple of hours. Don’t know what the problem is but I still don’t have a dependable system. The people are willing to come out in a couple days but the fact is I still need to clear my schedule to let them in and free time is not a luxury I really have. Not sure how to feel about the whole situation other than angry and frustrated at the same time. But they still are sending me a bill for an in dependable service that I can not seem to use when I actually can sit and relax after my 16 hour work day.
4ind - Internet outage
Back around the first of August we reported a problem with our system, internet and TV( the HD side. They tried numerous times to correct the problem and could not, so they scheduled a technician to come out. He did some work in the protector and said that the service pedestal needed some rehad(cleanup work), he would put an order in to have that done. Seems that every night when the sun would go down and temp drop my internet and tv would go out and I could not use it. I call last Thursday and talked with the service center and they tried to reset to no avail! I got a call to set an appointment for 9/7/19 I said that was not acceptable have someone on 9/3/19. They sent me a text confirmed I was the #1 position for 9/3/19 between 1:00 - 3:00 pm. Then this morning I got a text that that appointment was not available and they could not do anything other than 9/7/19. Still having trouble with system. Have filed complaint with the IURC, not happy with service at all!
Tacosalesman123 - App is not functional at all
The current version of the app doesn’t let you get past the sign in screen. I tried it on multiple different versions of iOS, but no dice. It seems everyone else is having the same issue. The app prompts you for your login info through their website but that information never actually gets sent back to the app so you keep getting redirected to the sign in page. It wouldn’t be as big of a deal if there was a normal work around to set up the xfi modem/router with internet service like any other setup. Currently the only way for new customers to set up their internet is through the app, which doesn’t work. Comcast must be losing a lot of money on this, so I’m pretty confused why they haven’t just rolled back the latest version. If there were any other ISP in my area, I would have jumped ship while struggling to set up my new service. I was able to at least get my internet funcional by talking to a live agent in a chat room, but they had to do the entire set up manually; and without the app, I only have some of the functionality I’m paying for. Sad times.
Mj2355 - Service is not good
I lose service in my house, I get 13 mbps and I pay for 100 with several devices. When you call you don’t actually get a person but an answering service that is beyond garbage. You probably have 20 CSR’s all based out of a different country that you route calls to every once and a while. The problem isn’t always turn it on and turn it off. Y’all think we are stupid. You want to keep costs low but charge your customers high costs so your CEO’s and head guys can have a nice bonus. Well, guess what? Your service is awful and the service is NEVER consistent. Even worse is northern Cali doesn’t have any good options for service. I just want to stay logged into my devices without having to log in every two minutes. Stop cutting costs for your sub par service. Hire some dang people to answer the phone. Maintain your product. I guess you don’t have to worry bc you didn’t put down the original lines, your just profiting off what someone else already did but your doing a bad job. What should I expect, right? I call all the time about the service and yet nothing has been done.
Skunnier - Bad directions
Superb offering from Comcast and in the first months it performed flawlessly! Now the overall cost has risen significantly ... I guess Comcast thought forcing large price increase was the best way they could deal with at the peak of COVID pandemic! After those sweet first few months my service from Comcast service suddenly got far more ‘in your face’ instead of keeping a well oiled machine operating smoothly with no interference with customer! Now it’s all about interacting actively with customer with screen messages (that block content being played) like ‘are you awake’ or ‘are you there?’ After you dealt with the question Comcast then most often ignores your response and takes the interruptive actions it wants do or at a minimum grants you permission to continuing viewing with a CARRYON. Well thanks! Worst of all is the things done inwardly hours of morning, like sending loud noises over normal broadcasting including some damaging signals!!! I am having to replace one of my tvs. As the industry catches up with great Comcast innovations and Comcast’s descent into customer harassment I look forward to my contract termination date!!!
Benjamin Perez - Call System is Smegma
All I want is my admin and pass for my modem. The phone system makes me go through a modem reset as if I’m a 90 year old man who loves the internets, even though I’m one of those security + people… so I’m stuck in normie land listening to fake typing from robot lady telling me to do a modem reset when I know that the admin and password on Xfinity Gateways are neither default nor printed on the device for the user and having been so for at least 8 years. Why isn’t this information saved for the user on the xfinity website for advanced user configuration? Why am I constantly being forced to perform common trouble shooting steps when it’s not remotely in the ballpark for what I’m seeking? Short answer, trouble tickets for the tech side of the house. Problem with you keeping that information from me that I pay for a tech to fix if I screw up. You get money if i mess up the config, a tech gets paid and can feed their family, and i get my lines checked for ingress, what’s not to love? Please give us more options, we pay a great deal for the service, the least you could do is give us options.
TY1949 - So Far So Good
Switched to the 250gig level modem about a month ago. Since that time we have consistently gotten speeds between 250 and 300 gig. Then three days ago I got an email stating after a review of our account, we qualified for free WiFi extender pods. Received them today and they installed without a hitch. Now my three floor home has excellent signal strength everywhere I have measured. I appreciate that for the most part, we receive consistent service with very little downtime. I own all XFINITY services(TV, WiFi, VOIP, Home Security and wireless Phone) and although by no means cheap, we receive ours services with little disruption which in this day and age I feel is the number one measure of service. If I was asked for criticisms, I would list their automated phone system which I find cumbersome and the fact that they utilize customer service representatives who have English as a second language and for me, are difficult to understand.
Fedup2much - I’ve never had trouble till I had to change modem and now that I have upgraded
I’ve actually downgraded to not being able to use my apps on iPhone its unbelievable I’ve had two techs out and been to store several times they said the apps weren’t working due to a update so i wait for update after deleting apps and reinstalling them again hoping after they were updated it would fix the issue. But to no avail they do not work anymore and the techs don’t really try to get to the bottom of it they just connect cables outside to indoors and connect tv boxes and modems /routers if i could go back to the old router/modem i would and I may do just that or stop using Xfinity if they cant make some kind of effort to fix this issue or even investigate what is causing the apps not to work. I pay way too much for services from comcast Xfinity to not be able to use my apps anymore that’s unacceptable. I’ve been through enough. And im not going thru this anymore I will disconnect it all and take it all freaking back to them this for the birds
Dasher8027 - Customer service
Customer service is mediocre at best when it comes to the TECH SUPPORT DEPARTMENT! I’ve had Xfinity/Comcast over 10+ years, so this review is coming from someone dealing with the tech support department for a really long time and I’ve never made a review about them but maybe this review will bring about much needed change! Usually 85% of the time I end up having to issue out a tech worker to come out and they say it’s nothing I could’ve done on my end but for whatever reason these cable boxes will say no signal and they always refer to the HDMI cord but it’s never my cord, and always keep a 6 pack of HDMI cords handy for this very reason. Now as far as the tech support agents, it sounds like they have a heavy foreign accent and it’s very hard to understand their English. The most frustrating thing is they will charge you to come out and do a repair or a replacement for your system on top of all the other money they charge for monthly. IT’S EXTREMELY EXPENSIVE AND THEY MAKE DIFFICULT TO MAINTAIN THE SERVICE WITH ALL THE ADDED MONTHLY CHARGES WHICH SEEM TO COST MORE AND MORE EVERY MONTH!
Treycantstay - Don’t like update (July 2021)
I have gigabit internet and I used to have a lot of trouble with my connection, so much so that I had to get a new gateway. After that (over a year ago) no trouble (although I stopped using the assigned profile and restrictions features just to be safe and stopped trying to use their pods). Since then we regularly get 1200 mbps to the gateway and over 400 mbps to devices on wifi and outages are rare. BUT
Since the app update we are getting slowdowns that I can’t really troubleshoot because I used to be able to use the app to test the speed and get an mbps figure. Now you can use the app to test the speed for any device on the network but it will tell you that you have a “strong connection” it doesn’t give you the actual mbps and who knows what their threshold for strong connection is. It obviously isn’t performing as well as it was but I have no metric for figuring it out. It was a much better app before this update and it doesn’t inspire confidence in me to switch to the new gateway upgrade they are pushing
SDSUMaters - Setting up new service
I was moving across country to Michigan and needed to set-up internet service from California. The service representative was helpful and asked when I wanted my device delivered. I asked for the device to be deliver on May 31. He said no problem and said it would be done. I arrived in Michigan on the 30th, and I don’t think my package shipped until the 2nd. The reason this was frustrating is I was stuck using a personal hotspot with virtually no data left. I had to keep buying data to avoid overage fees. Aside from the delivery delay I’ve actually been quite happy with Xfinity. They do offer personal hotspots for phones which I was able to use in my apartment. I also like the flex box and the WiFi coverage is great for our apartment. I just wish they would have been upfront about when it would have been delivered because then I would have just picked up the modem in the store.
Ranfo93 - Awesome Customer Service
So I’ve been without internet connection for the past 3 days now and couldn’t quite figure out why. My bill was a little late and I figured that once I paid it, everything would go back to normal. I was wrong. After getting upset I finally decided to reach out to representative and luckily they provide a chat room option because if you’re anything like me, I hate talking on the phone with people about these kinds of things. Vachan came online and was very friendly and patient with me as promised me that he would help get my service back up and running. After about 25-30 minutes of troubleshooting, he was able to get my service back up and online and everything ran smoother than before! He was awesome and extremely helpful and it’s because of representatives like him that keep customers satisfied and wanting to continue services with them!
Eibojuhani - Good but with considerable annoyances
There are many nice features with the tv aspect. With the remote it is easy to navigate, but the order of channels is random. There are many levels of packages, but rather than group the stations by packages, their arrangement seems random. One nice aspect is that the remote control is voice activated.
The biggest weakness is customer service, there is essentially none. Probably to save money they use AI with a computer system to handle customer service, no options to talk with a human. Almost everything I enter as a problem, the computer tells me to restate my problem using different words.
I have subscribed to MLB Extra innings, but the programmers do not understand the difference between teams. They show the logos of the teams, but often the broadcast is for the opponent team. Again there does not appear to be any manner to report the problem. The computer seems to know only one manner of fixing a problem - reboot the system.
Alygirl23 - Regretting my switch to Xfinity mobile
Initially it seemed GREAT! Saving $60 /month, new phones, AND $400 in gift cards to come in 90 days. Except I quickly noticed that my coverage and streaming is NOT as good as my prior carrier’s coverage which was AT&T. A few bumps in the road. Then I found out that now, (September 2nd, 2019) that they’re adding a $20 surcharge for “HD streaming” for folks with unlimited data. (THAT IS NOT SOMETHING I SIGNED UP FOR - AND I MAY FIGHT THIS)
Let me ask you this, Comcast, how many channels really don’t have HD? Really? Does it cost you THAT much extra to sneak in yet another surcharge??? We paid a lot for 3 pods. Currently both upstairs pods are “online” and working fine (according to the app) but neither myself or my daughter can get online upstairs. OUR WALLS ARE THIN, PLUS WE HAVE A POD IN EACH ROOM.
THEN I started to search for my incoming/expectant gift cards - which is an option on the app (kudos for that) HOWEVER, THERE IS NO RECORD OF MY # or GIFT CARD STATUS. I will be calling you VERY soon!!!!
Anyhoo, I discovered after the fact (after I signed up) that Xfinity is just using Verizon’s air “space” or whatever the hell you call it. AT&T was better than Verizon. Bottom line. Comcast has become a monster in Big Cheese and they tax, insure, and invade anyone and anything in their path to $$$!
Sincerely a loyal customer since day 1 when you came to this area. DAY ONE!
Charlene Washington - Receiving my new modem and setting up.
Travis the Xfinity Tech was so helpful and explained everything I needed to do . He also reviewed my xfinity account and found ways to save me money on my services. He was awesome and was very helpful and made me feel comfortable and that I was satisfied. There should be more employees like him. Making sure that I had the fastest internet and more benefits to access during this time of uncertainty. Financially I have been struggling and it’s nice to know Travis and the rest of your Staff were concerned and assisted me to help me save money on all my services, as well as assisting me when I was financially challenged to help me to stay connected without interruptions to my cable services means so much. Especially with spending more time at home. Thanks for all you have done to assist me during this time.
Asim the Destroyer - Wow - Really?
First I get a random past due bill when I signed up for autopay and that should never happen. Then after spending two days trying to talk to someone, I randomly see on a bill that my account has been closed and they’ve given me a new account number and not bothered to transfer the amount due or transferred over the autopay information and no human that worked for them could see what had happened.
And then, all of a sudden, my Internet stopped working. I spent three days trying to find a human to talk to and filling out the “call me back” feature over and over and over and never getting a call back and then they kept telling me that my Mac device had changed when it had not and when I asked them to set it back to the one that I was using, they kept saying, “Yeah, sure, we can do that.” But they never did. And I still haven’t found a human to talk to about not having to pay for the three days where I had no Internet.
How are these guys still in business? How is this the best the twin cities has to offer for internet Providers?
Via Brooks - Horrible
First off I want to say is I hope that nobody uses this WiFi service! It’s sooo bad!! I’m am furious right now!! I need to let my anger out! This WiFi is ruining my life! I’m a gamer. As a gamer you need a pretty good connection to have a smooth game. Now that this whole corona thing is happening I’m taking it more seriously. But I can’t! Because of this stupid WiFi! Never in my life have I had such bad WiFi! These people that give good feedback are there a.i! They are clearly lying to you! All the things they say are not true! There the opposite! First the staff is horrible! They are rude to us! They bearly do anything! They came to our house 3 times in one week! And still didn’t do anything to help us! One time they even stood us up! We had to wait an extra 2 day for them to finally come! There probably getting so many calls they have no time for us! That’s how bad it is! I travel a lot in my life! And I have NEVER seen such BAD WIFI! I’m sooo mad right now!!! Please switch to a different WiFi service! This is probably going to be deleted so you don’t see the truth behind these people!
AshSR10 - Worst internet connection ever and refuses to even acknowledge problems
I would give negative stars if possible!! We’ve had problem after problem for years without any resolution. I’ve spent hours and hours sitting on the phone or on live chat every couple months trying to resolve the issues and it takes at least 4 tries with different agents or technicians before they claim to have resolved the issue. *SPOILER ALERT* they don’t EVER resolve the issues!! Even if we are connected we still have interruptions that disconnect us from the internet just long enough to kick us from video calls or online servers but short enough for xfinity support to report that our connection looks great from their end, yay! I am so sick and tired of Xfinity using gaslighting as their means to avoid taking responsibility for their crappy service. If they didn’t have a monopoly on internet service in our area we would have switched in a heartbeat. End of rant, just wanted to put it out there since no one at xfinity gives two craps about what their current customers have to say!
Shalynn819 - I use to Love this App
I loved the XFi app and how i could manage devices at a certain time. I loved how I could still use the Internet even though my children could not, just by switching their profile’s off. I don’t know what happened though. I can’t access the xFi app anymore. I get to the start page that says view Wi-Fi name and password, troubleshoot issues or log out. I can’t do anything past that page. I tried going onto the My Account app and changing my Wi-Fi password and I get the same answer it says we are unable to access this at this time try again or do manually. The My Account app at least allows me to see that I am connected, where as my favorite part about xFi no longer exists along with any other part of it. I tried logging out logging back in, deleting the app and nothing works. I would like to know if this is just me or if it’s an actual bug in the system. I feel like it’s something that’s going on with just me and there’s no way to fix!! I tried doing this from the actual web also and it doesn’t work either for the Xfi.
Ekv146 - Good idea, poor execution
The concept behind this app is wonderful but there are many places where the usefulness needs a lot of help, in priority order:
Comcast has started charging us when we go over a monthly limit, and I'm bumping up to that limit every month. It's great that they have the ability to show % bandwidth utilization by device or by profile BUT this is where usefulness is severely lacking. In short, we need a way to debug bandwidth hogs
% bandwidth is useless by itself, we need to know actual bandwidth used, and not "low" or "very high"
need to be able to see top devices across the entire network, not just top profiles
need to be able to drill down from each profile to see top devices
Why can't the device name default to the host name, i spent WAY too much time going to each device with its useless default device name, (see UI complaints below). A simple fix would have been to just use the hostname as opposed to some combo of manufacturer (where known) and MAC address
UI navigation is just awful, I spend way too much time scrolling down to where I was before when I select an object and then click the back arrow ... figure out a way to remember where I was in a scrolling list before I made a selection (probably the #1 issue that made changing device names so time consuming).
There are many more usability comments that I can make, but the next on the list would be to create an iPAD version of the app, or one that can use the iPAD additional real estate.
GDub73 - There’s no option to add XFi Pods!
Hey dummies! You forgot to add your own devices as an additional device! Ordered XFi pods to boost coverage while kids are home (school started virtually due to pandemic). Followed instructions once pods arrived “download XFi app; click the ‘More’ button in bottom right corner; select ‘Add aDevice’; selects ‘Xfinity XFi Pods’.” Simple enough, right? There’s no ‘More’ button. Hmmm, ok but figured out which one to choose just based on the location—bottom right corner. Selected “Add a Device”. And the only options are 1. Xfinity Camera, 2. Lightbulb, or 3. Thermostat. No option for your own device—XFi pods! Brilliant, idiots!We even went to the website and the option for Add a Device crashes the page every time you try to access it. So now having ordered the devices they’re useless to us because you can’t design an app to include your own device. Thanks.
Bottom line: if you’re downloading this app because like us you wanted to boost your WiFi to accommodate increased usage during online learning, save yourself aggravation and money and DON’T BOTHER WITH THIS APP!
___21 - Holiday Disappointment
I rarely leave a 1 star review, and I try to be mindful that we are in a global pandemic, but this has been the most disappointing and downright frustrating customer service experience. I have been back and forth on the phone with Xfinity for the last week, trying to get my wifi installed. The customer service representative that I initially spoke with listed my account under a completely different name, so I am unable to login to anything to complete the self-installation process. On top of that, when I reach out via phone and chat to correct it, I am routed to a robot that directs me to the app (that I also can't login to, because again, you all listed my account under someone who is not me). It is impossible to reach a real person who can actually help or correct the incorrect account information. At this point, I am ready to cancel my service. This is a horrible user experience, a disorganized and illogical customer service management system, and an all around bad time. Would leave 0 stars if I could.
Funkymiss187 - Room for improvement
I pay $100 a month so I can watch what my kids are doing through this app. The screen time limit only says “weekdays” or “weekends”. I want to limit their time during the week, but this app includes Friday as a weekday. Friday is the start of our weekend, so every Friday they have to ask me to unpause their device. The app should let you chose what days you want the limit for, but it doesn’t. It also only shows you the hours the device was active on the same day. If you scroll through other days, it only shows a general apps they were on and for how long. I want to know WHEN they were on, so I can make sure they aren’t on their phone after bedtime. The app absolutely doesn’t give me the answers or flexibility I was looking for and am now stuck paying this astronomical amount for monthly. We are months from 2022 and the fact these features are so privatize is shocking. Do not bother if you are trying to control how long your kids can be online or try to see their active hours.
@omerkhan - Nice app but needs improvement
I really like this app but there are two major problems that I really think should be solved:
1) Improve Performance: when I tap "People" or "Devices" I often have to wait 10 seconds+. It might be because I have too many devices but I'm sure the smart engineers at Xfinity can make it faster.
2) Allow Me to Set a Timer when I UNPAUSE a device: when I pause a device, I get an option to set a timer after which the device is auto unpaused. But when I unpause a device I don't get the same timer option so the device will be paused automatically after a certain period. This is particularly frustrating because if we have to set timers to remind us to manually pause our kids devices e.g. after a hour. And if we forget, the kids have internet access for the rest of the day. Seems like such a simple fix and I wonder why the decision was made not to have a timer option when you both pause and unpause a device?
Quad gamer - Couldn’t even delete
Okay so, this app never worked for me, I’ve been trying to give my children no freedom whatsoever, and the internet blocking feature doesn’t seem to make them happy, one of them ran away (still gone to this day), and the other one somehow always knows my password. And then on top of that, my connection is extremely slow, and the ADS inside this app are UNBEARABLE. I understand it’s free, but come on. This app also has no fun things to do, it’s just boring menus after boring menus. So my goal was to make my kids have no freedom, but now I AM ending up feeling like I have no freedom. We adults are superior to underdeveloped children, we shouldn’t have to put up with this!! This app is awful, it was hardly even letting me uninstall it. I would tap uninstall, AND THE ERROR MESSAGE WAS A DIRECT INSULT ABOUT MY LOOKS!! Terrible, the app makers have no business about how I look. Thankfully after stealing my only child’s life savings, I was able to buy a brand new iPhone 12 and not install the app, but I do not recommend anyone get this!
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Daveb3079 - Awesome and fast!
This is definitely the best cable
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Hgsnsh - Great network
St.adolphe - Service
Live service is terrible to reach
Krsztav77 - Avoid if you can
This app is so annoying! I get multiple notifications about our existing devices that they joint to the network for the first time. They were added a long time ago…
Evamvakas - Worst customer service ever
The Automated assistant just takes you to an endless loop of frustration.
Gourgeon! - Lacking transparency
This app is totally lacking in transparency.
Transparency to show when payment periods are due.
Transparency about what data plan we have.
Data usage is hidden in the settings. It’s not a settings guys, it’s relevant information and probably what interest people the most.
I get a message asking me to enroll to auto payment which I already have but I doubt I would receive a message telling me my data plan is about to go overboard.
Jo syl - Jo syl
Parfait simple et efficace
Pier-Alexandre Bouchard - Worst app ever
This app sucks and never works.
Rshinda - Code
I have downloaded this app. But it’s not sending me code on my phone to get it started. What should I do?
D james barr - Is good
I say go by. It is good.
Sugar4218 - Like it so far
I am canadian living in the states, just got xfinity network set up, love this app so far.
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@Xfinity @comcast What's going on with everyone's data usage? I switched over from AT&T in September, no data issues for September, October & November & all of a sudden in December, my usage is almost at the 1.2 TB cap, makes no sense when usage habits hasn't changed!
Xfinity screwed me on recording the Liberty vs Coastal Carolina game. Showed it was recording until 11:30 PM CST, but stopped recording after regulation as I was watching on DVR. I see Liberty won.. pfft
@SirJJThe1st Hello. Our team would be happy to help. Can you send us a DM with your first and last name and the full address where you receive our Xfinity services? -AY
@Daniel_moore021 @Xfinity @ATT Listen. I understand. They gotta run some lines soon. Try chatting with them about the struggles. Maybe they can get something done in 2021.
Its always worth a shot.
NASCAR Schedule Bot
Yes! It's about time NASCAR Xfinity went to Springfield!
@Jsann_Derulo I just have the xfinity one lol
#comcast #xfinity worse service and sickening policies
Xfinity WiFi is some ass
Xfinity keep slowly raising my bill like I won’t cuss somebody out.
Daniel Moore 🇺🇸
@ReporterDarius @Xfinity @ATT If I’d known this when I bought the house I would of never bought the house.
@Daniel_moore021 @Xfinity @ATT Yikes that's a problem.
@DamianVegaJr @HoustonRockets 1070AM? Channel 39 for Xfinity
I really wish @Xfinity would fix thier service already. Trying to stream tonight, and I'm just dropping frames. Turns out my upload is 1Mbps... I pay $178 per month for this garbage.
@comcastcares, any clue? And please don't ask me to restart my modem. I've done it 4x now.
Daniel Moore 🇺🇸
@ReporterDarius AT&T only offers DSL to me. They don’t even have fiber lines ran in my area. Virtual school sucks the internet can’t support it. So we have to load kids up and drive a hour to their grandparents for the day. You’d think it’s 2020 almost 2021 @Xfinity @ATT would have options.
@Xfinity I don’t understand why just my area is experiencing a three day outage of services. According to the outage map only 500-1000 are affect.