We have been customers for TWELVE years (although through an error of theirs, their records only reflect eight years), and for the most part, XFinity has proven good enough to retain our loyalty.
Here's the good and the bad, as we've experienced it. (Long read, but hopefully useful).
First of all, the error in which we only show up as customers for eight years instead of the actual twelve. It's not a big deal, but it does bug me. Along the same line (minor issue) is the fact that until recently, agents INSIST we've used our own router when in truth, we've always rented it from them. That is, until I told them: "Fine. You're right! We have our own, so please REFUND ALL the rental fees we've paid you until now." :) They straightened it out after THAT.
Now, a real issue, more problematic, IS their rental equipment.
When we first became customers, we purchased a router from their site. When we received it, they said it was not compatible because their server applications had changed. They instructed us to take it to one of their stores where they would swap it out with one that worked. WELL, 'work' is a relative term, apparently. Since then we've had to replace (swap out) close to twenty routers. In short, their equipment SUCKS. They rent out cheap plastic routers which are refurbished over and over and over and over and over, and eventually, ALWAYS eventually (not a typo), cause lags and disconnects. THEN, the inconvenience of having to either visit a store to trade it in or wait by the mail for another of these cheap, plastic routers which has been refurbished over and over and over and over and which will eventually do the same, is just ridiculous.
Their website design and their XFi App are great, especially when compared to AT&T's. (We have a TV and low-speed Internet bundle for my granny's house with AT&T and their site design, speed and navigation is AWFUL).
Their PRICES for internet service, are also relatively good. They are comparable to other major ISPs which in turn keeps their prices reasonable, at least in our area. I believe that this is because AT&T (their major competitor where we live) has FINALLY begun to offer comparable rates for similar speeds. In fact, with both companies going Fiber and Wi-Fi 6, it will be interesting to see who customers veer to.
In that vein, (realizing that customers will probably go with whoever offers the fastest speeds [Fiber, 2Gb, please] for the least cost), CUSTOMER SERVICE will most likely be the deciding factor, and with XFinity, it's pretty hit-or-miss. Sometimes you get lucky and get some of the most professional, courteous and KNOWLEDGEABLE agents ever, and sometimes they are downright terrible. IMPORTANT TO NOTE HOWEVER, is that when XFinity 'does it right', they really do it right, meaning that they bend over backwards to resolve your issue, issue credits when warranted, waive delivery/shipment fees on failing equipment, etc.
For example (long read/shorter version, below):
Until a couple of weeks ago, we had a 200Mbps plan with XFinity, and switched to a 600 Mbps plan, but have only been receiving speeds of UP TO 44Mbps!
When I phoned XFinity about it, the CSR told me that 'that happens' when using wireless connections and that I need to connect via an Ethernet cable. I explained to him that while I was AWARE that a wired connection is faster than a wireless one, that I've used wireless during ALL the years I had been with them, on every plan I have had with them, and with EVERY plan I got more or less the speeds that we paid for, except for this time. I also noted how even using the wireless connection we are, it should not account for THAT severe a loss in speed, especially given past connection speeds. I additionally asked how in the world he thought that I'd be able to run three or four Ethernet cables across my house. He then made an appointment for three-days out, for a Technician to come to my house and troubleshoot our connection. A day after speaking to him and making this appointment, I missed a call from their "Elevation Team" which left a message saying that they were calling because they "can often help on many issues without having to have a technician come out". I phoned back and reached someone who I literally could not understand. I am in no way saying that to be mean or to come across as a bigot or anything along those lines, I just could NOT understand what they were saying. And it isn't as if I haven't been on calls with people from other regions or countries before, it seemed to be just this group! FIFTEEN minutes into the call, and getting nowhere, I just hung up. I felt bad telling the agent that I could not understand her, so I hoped that she would think we just got disconnected. I called back. And... SAME THING. It happened over and over. I even switched phones thinking it might be my phone. At about the fourth agent, I told them at that point: "I am SO sorry, but truly, I am having difficulty understanding what you are saying. I will call back." The next day, I tried again today and was hung up on four times. Maybe they thought I was a robot, having called in 5-6 times the day before. I switched phones yet again and then reached someone who I thought I'd stick with, no matter what. The problem? This guy literally did a 'reset' on my router and said that the technician tomorrow would troubleshoot and fix the problem. I asked him: "But aren't you supposed to try and help so that the technician doesn't have to come out?" He said he had reset that line and that the Tech could try and do more.
I understand companies wanting to save money, but come ON. This is your "Elevation Team"?
Wrapping up, a couple of customer reps have said that on their end, they show we have "leakage" somewhere. One technician, however, came and went without saying anything. The other technician that came out said he tested everything outside of the house and that he can say almost positively, that it is the router. Yes, you got it: THE RENTAL EQUIPMENT! (See my comments regarding equipment).
He said that, unfortunately, he did not have any routers in his truck to switch it out with, and that for the past couple of months they've seen a big shortage in equipment (thankfully, it seems as if they are finally phasing out their old equipment) and that he'd put an order in for one to be sent out. This morning I phoned to be sure that had been done (it hadn't), but it was one of those "HIT" occasions where I reached a terrific agent who said he'd overnight one out and offered a small credit on the account. Small things, but at least they care enough to do it.