Customers credit Xfinity for being “reliable” and having “reasonable” prices, but is customer service up to the task?
10 min readXfinity Internet is a solid provider in a lot of ways. Available in 39 states, Xfinity delivers fast speeds over a cable internet connection, holding its own against top-notch fiber-optic brands. New customers can get exclusive internet deals such as low introductory prices and a sweet mobile and internet bundle.
“I’ve never had any real trouble with Xfinity,” says Bill Holmes, an IT specialist who lives with his wife in Portland, Connecticut. “I’m one of those guys who tests their plans a lot to make sure I’m getting what I’m paying for. Overall, I’ve been very happy.”
I went way down the rabbit hole into the ins-and-outs of Xfinity, speaking with customers, experts, and a company spokesperson and poring over the company’s fine print to find out what you can expect when you sign up. Read on for my big takeaways in this comprehensive Xfinity review.
Guide to this Xfinity review:
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Our breakdown of Xfinity Internet features
For all our internet reviews, we give a rating based on three main criteria—speed and reliability, dollar value, and customer experience—which we then average to make an overall score. How does Xfinity internet stack up? See our full take below.
Speed and reliability
4.0/5.0
Xfinity is quick and reliable. On our Fastest Internet Providers report, Xfinity Internet ranks in the top five. Though it doesn't beat out leader Google Fiber, Xfinity's performance is still really impressive—cable providers usually don’t come close to delivering the same speeds as fiber.
Dylan Woolf, a customer in Salt Lake City, lives alone and said his 200Mbps plan is all he needs for streaming, browsing, and remote work. “What I need it for, it works. I just don’t think about it that much,” he says. “I have had a couple outages, but they’re so infrequent that I don’t generally notice them.”
But a few customers told Reviews.org that their service tended to run slow, while others said they experienced frequent outages. Bridget Gutierrez, who lives in suburban Albuquerque with her husband and two kids, told Reviews.org that her Xfinity internet speed is always a little too slow no matter what plan she tries. “It seems like every time I've gone up to the next speed, it didn't make a difference,” Gutierrez said. If you experience slow speeds with Xfinity, restart your router, switch your Wi-Fi band, or try our other handy tips to speed up your internet connection.
Dollar value
3.3/5.0
Xfinity’s prices compare favorably to other internet providers. This is definitely one of it's main perks—Xfinity always has great sign-up deals. But while you may pay less for your cable internet plan, your internet connection isn't as fast or reliable as fiber internet, and you only get unlimited data if you pay extra for it.
Currently, Xfinity offers a 5-Year Price Guarantee for new internet customers, which also includes Wi-Fi equipment, unlimited data, and a free line of Xfinity Mobile for a year. This is a rare offer, considering existing Xfinity customers are subject to price increases after a year or two of service.
“Xfinity had many plans available, which made it possible to find one to fit our budget,” says longtime Xfinity customer Derek Marsden, who shares the internet with his wife Rachel. “The downside is the prices would often jump around after a year, and we would either end up paying more or switch plans.”
After the promotion period expires, Xfinity customers notice that their monthly bill goes up by anywhere from $20 to $30. It’s not a dealbreaker—promo prices are common among internet providers—but it can make for an unpredictable billing experience.
Depending on your plan, Xfinity also has installation and rental fees—extras that fiber providers have begun phasing out.
Customer experience
3.8/5.0
Customers who talked with Reviews.org gave mixed reviews about their experiences with Xfinity, though many shared a desire of wanting a cheaper plan. Guterriez, the customer in Albuquerque, tries to renegotiate her contract every year, but customer service never offers her a deal—which she suspects has to do with the fact that Xfinity is the only high-speed internet provider available in the suburban development where she lives. “They always say, ‘Oh, only this [plan] is available,’ and pretty much you don’t have a choice,” she says.
Other customers describe routine interactions with customer service. “Nothing sticks out,” says Woolf, the Xfinity user in Salt Lake City. He’s rarely had to seek out customer support for a technical issue and doesn’t recall any standout moments. “It’s just one of those sort of routine, run-of-the-mill experiences that doesn’t register as notable."
When pressed, some customers who were down on Xfinity didn’t have actual negative experiences to draw on—suggesting that Comcast’s reputation may cause premature bad feelings or complaints. In fact, data shows that many Xfinity customers are satisfied with parts of the service. For example, HighSpeedInternet.com's Customer Service Satisfaction Survey finds that 95% of Xfinity customers are happy with their speeds, and only 11% of Xfinity customers report experiencing outages or disconnects. This positive sentiment could also be attributed to the fact that Xfinity provided free speed upgrades, some plans getting double the speed at no extra cost, yet still remaining cheaper than other cable providers.
How long it takes to get a real human on the phone: It took two minutes to reach a live person, but that was for someone who didn't have Xfinity already. Gutierrez says she usually has difficulty getting a service rep on the phone. "They want to do everything through the app," she says.
Our experience with Xfinity’s chat service: If you're already in the process of selecting a plan on Xfinity's website, you can select the side tab labelled "Live chat" to connect to a real live agent immediately, who can answer any questions you have. The Xfinity Assistant chat service is also convenient for easy issues, but the Xfinity Assistant uses an AI chatbot that is not so bright. If you ask a question that doesn't have a preset response, you may have trouble getting a straight answer.
Overall quality
3.7/5.0
Xfinity has much to offer customers, particularly its speed, availability, and introductory prices. Its customer service issues definitely dull some of the shine, and it can be a hassle to remember how long your contract has been in effect to anticipate price hikes. But Xfinity’s mobile bundle options offset the costs of a plan, and Xfinity’s track record for delivering fast speeds make it a solid cable contender. Also Xfinity has wide availability, so it’s more likely you can get fast internet from Xfinity compared to a fiber provider.
What makes this Xfinity review legit?
Our fact-based research centers around interviews with internet customers from across the country, helping us understand how internet services hold up against diverse needs and challenges.
To put together this review, I interviewed seven current and former Xfinity customers from Utah, New Mexico, Virginia, and Connecticut. We let their experiences guide our research and shape our conclusions. I also spoke with an Xfinity spokesperson to discuss the company’s reputation and customer service, and I took a close look at the brand’s pricing, speeds, and technical capabilities.
Xfinity vs. the competition
Compared to the competition, Xfinity doesn’t always shine. Its upload speeds are notably lower, especially when compared to fiber options like AT&T, Google Fiber, or Verizon Fios. These fiber providers also offer simpler pricing, free equipment, and unlimited data.
While it can't compete with fiber service, Xfinity outperforms Optimum's cable plans with better reviews and reliability. So if you want cheap plans with fast download speeds, Xfinity is where it's at. That being said, Optimum includes unlimited data in all of its plans, as does top cable competitor Spectrum.
Cable internet is more widely available than fiber-optic internet and offers faster, more stable speeds compared to 5G home internet, which relies on a fixed wireless connection from cell phone towers. 5G home internet providers like T-Mobile can’t keep up with Xfinity. Factors like this make Xfinity a bread-and-butter internet option for millions of netizens.
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Offers and availability vary by location and are subject to change. Data verified as of the article's publication date.
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Pricing for some packages are for the first 12 months. Some packages require a 1- or 2-year contract.
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Price after $5/mo Autopay & Paperless bill discount (w/in 2 bills). Plus taxes $ fees. Limited availability. May not be available in your area.
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Plus taxes and fees. Upload/download speed and device streaming claims are based on maximum wired speeds. Actual Internet speeds are not guaranteed and may vary based on factors such as hardware and software limitations, latency, packet loss, etc.
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Limited time offer; subject to change; valid to qualified residential customers who have not subscribed to any services within the previous 30 days and who have no outstanding obligation to Charter.
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w/ Auto Pay. Regulatory fees included in monthly price for qualified accounts. See full terms.
What do customers think of Xfinity?
It’s a tale of two providers when you talk with Xfinity customers. Here are the main takeaways from our interviews:
- Xfinity offers fast speeds and reliable services
- Xfinity's promo prices are great deals, but existing customers experience rising bills
- Some customers feel like they're locked into a plan with few other options
Even just in northern Utah—one of the regions where Xfinity is widely available—customer takes can be split between loving it and hating it, with little nuance in between.
“My parents had Xfinity Internet, and there were no problems,” said Chantel Buchi, an Xfinity customer in Salt Lake City. “So when we got our own place, Xfinity was the first internet service I thought of ordering. Also, based on reviews, I knew Xfinity was one of the best cable internet providers. We’ve never experienced throttling or outages.”
“Xfinity was the first internet service I thought of ordering.” – Chantel Buchi
Rachel Marsden, who often works remotely, says she had a great experience with Xfinity, but then experienced more technical issues after moving to another city just a few miles away. "Since moving to Farmington, it has been awful. Not sure why, but in this area, the internet is going out pretty often,” she said. “We have an outage at least once or twice a month, which impacts my ability to work from home."
A short drive away, in the city of Bountiful, Rachel Mabey said she only chose Xfinity over CenturyLink to avoid a slow DSL connection. "I've not had many good experiences with Xfinity," she tells Reviews.org, referring to her experience in a data breach.
As an IT worker, Mabey has an intimate understanding of network security and online safety—making the breach all the more frustrating. She told Reviews.org that hackers gained access to sensitive information from her account, including the last four digits of her social security number and answers to her security questions. The hackers tried to access her and her fiancé’s email accounts, but were foiled by two-factor authentication.
“[Xfinity] didn't do anything while it was happening. I reached out to customer service and they acted like everything was fine. I, however, knew it wasn't,” Mabey said. “About a week later, they put a message on their website talking about the breach.”
“The area I live in only has two choices, Xfinity and Centurylink. Otherwise I would go with someone else in a heartbeat.” – Rachel Mabey
Getting a deal through Xfinity can be tricky
Xfinity offers lots of deals to bring down its monthly bill—but usually those deals are available only to new customers. That’s why Albuquerque customer Gutierrez can’t get a better rate whenever she tries to negotiate with customer service. "I wish that they would treat their new customers the same as their existing customers," Gutierrez says.
Bill Holmes, a customer in Connecticut, found a clever workaround. He went into a brick-and-mortar Xfinity shop to return his Xfinity Flex streaming box and cancel his account. He and his wife then went on vacation, and when they came back they signed up for a new plan—this time under his wife’s name. “She’s a brand new customer, so we got a two-year [deal] for $39.99 a month,” he said.
Spencer Biehler, an Xfinity customer in Layton, Utah, is intrigued by Xfinity’s internet and mobile bundle, which gives customers a free line through Xfinity Mobile for a year when they have a qualifying internet plan. “They are doing a cell phone discount I might check out,” he said, “and possibly move my phones over if I decide to stay with them.”
How do I contact Xfinity customer service?
Xfinity prefers customers to reach out through the app or chat with the Xfinity assistant, but if those don't work for you, there are other options to share a complaint, negotiate, or ask for support from a live representative with Xfinity.
- Download the Xfinity app
- Text “Xfinity app” to 266278
- Chat with the Xfinity assistant
- Call Xfinity at +1-800-934-6489
Is Xfinity customer service all that bad?
Like many cable companies, parent company Comcast has been the target of withering memes and media scrutiny over service issues. Part of the reason Comcast adopted the Xfinity name was to improve its brand reputation.
It’s been a decade since Comcast’s biggest controversies, but Xfinity remains controversial among its customers. Some customers who spoke with Reviews.org have legitimate horror stories, like Rachel Mabey's incident with the data breach. Former Xfinity customer Scott King Walker even used scare quotes when discussing the customer “service."
But most people I talked to didn't have a specific egregious experience, suggesting Xfinity customer service is more meh than menacing. In fact, Xfinity Internet ranked highly on HSI's Customer Satisfaction Survey. And in the American Consumer Satisfaction Index, Xfinity Internet scored 68 points—two above the average internet provider score of 66.
"We're always working to improve the customer experience ,and over the past several years have rolled out new and improved experiences," Comcast spokesperson Kristen Gohr told Reviews.org. She added that the company has invested "more than $20 billion in the last five years into the long-term health, security, and growth of our network, including the addition of advanced technologies like AI, which resolve more than 60% of issues before a customer notices them."
So, while Xfinity customer service may differ from some customer expectations, it could be better-than-standard for the internet market.
Xfinity's new 5-Year Price Guarantee
As of April 15, 2025, Xfinity announced a new price lock guarantee for five years on its internet plans, starting as low as $55 per month.
For example, the 400Mbps plan is typically $40 monthly and then jumps up to $69 monthly after 12 months. With the five-year guarantee, you pay $55 monthly for five solid years. This saves you around $1,500 in the long run. However, once this promotional period ends, expect an increase of an average of $26 on your monthly bill.
The new 5-Year Price Guarantee includes:
- Unlimited data: Unlike many of Xfinity's internet plans that come with a 1.2TB data cap, this new price lock guarantee won't make you watch your data usage. And no overage fees.
- Xfinity's Wi-Fi gateway: This new price lock includes Xfinity's equipment, capable of supporting up to 100 connected devices. Xfinity's typical internet plans charge you an extra $15/mo to your bill.
- No annual contract: Keep your internet price for five years, but stick with it as long as you want. No early termination fees.
- Xfinity Advanced Security: Protects your connected devices.
- Parental Controls and Network Management: Manage your plan via the Xfinity App.
Plus, once you pay for an Xfinity internet plan, you can add one line of Xfinity Mobile Unlimited service, free for the first year with additional lines costing only $20/mo (typically, a cell phone line with Xfinity costs $40/mo).
The catch: You must select the Autopay option with a stored bank account (vs. a credit card) and opt for paperless billing to take advantage of this new price guarantee. The deal doesn't include taxes and fees and applicable charges (which can be subject to change).
Is this deal a permanent new feature for Xfinity internet plans? Unfortunately, it supposedly ends on June 23, 2025. So if paying the same bill on your Xfinity internet plan for more than a year or two sounds nice, now is the time to grab this deal.
Xfinity Internet Review FAQs
A download speed of 400Mbps is solid for most households. In 2025, Xfinity's 300Mbps Connect More customers have been upgraded to 400Mbps. Since most people only need around 100Mbps, 300 to 400Mbps can comfortably support activities like streaming in 4K on up to three devices, multiplayer gaming, video calls, and managing a few smart home devices.
Yes, Xfinity offers reliable internet plans with plenty of speed for heavy internet use, like 4K streaming, online gaming, and using many smart devices at once. HighSpeedInternet.com's Customer Service Satisfaction Survey also reports 95% of Xfinity customers are happy with their speeds, and few have issues with outages.
Xfinity's 800Mbps plan can support 5+ devices streaming HD or 4K video, hosting a livestream, VR gaming, and running 9+ smart-home products simultaneously. It's perfect for households with high bandwidth needs.
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