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Comcast Xfinity Review

You're just a few steps away from awesome entertainment. We're here to guide you through unpacking your products, hooking up your cables, setting up your rem.

Comcast Xfinity offers a wide array of TV service options and even larger selection for bundling. Like most cable providers, Comcast gives you the ability to pair your TV service with internet, phone, and home security. The more services you pair, the cheaper each one gets. Your price may depend on which contract length you choose, too. Unlike most providers, Comcast offers a month-to-month option. While that option is great for more short-term situations, it’s more cost-effective to sign a longer 12-month or 24-month agreement.

Xfinity shines when it comes to flexibility and bundling options, but it’s a little lacking when it comes to customer service: Third-party customer satisfaction companies like the American Customer Satisfaction Index (ACSI) and J.D. Power consistently rate Comcast among the worst internet providers. Of course, everyone’s unique circumstances will be different, but be prepared for some frustrating calls and keep a close eye on your bill. When shopping around for TV service, check Xfinity for availability at your address and compare its offers with plans from other companies in the area.

The Competition

1. Actual computers are refurbished and manufacturers will vary, but will meet the minimum specifications noted above. All computers come with the hardware needed to use right out of the box so that you can enjoy the benefits of having the Internet at home.
2. Self install of xfinity internet.

Xfinity’s Claim

Comcast confidently claims you’ll “get the best in entertainment with Xfinity.” And that by signing up for TV service with the company will “change the way you experience TV.” Those are some pretty bold (if vague), feats to claim, suggesting Comcast has some pretty unique features and an impressive line up of channel packages.

Is it true?

Xfinity has a few cool DVR features that make your TV viewing experience a little different. And its suite of channels will satisfy most viewers. But truthfully, it’s not quite enough for us to call it “the best.”

The X1 DVR hits the sweet spot with its 300-hour storage capacity (SD) and the ability to record six shows simultaneously. Where it’ll really change your experience is with the integration of apps like Netflix and Amazon Prime. You can browse all three catalogs in one place, without hopping between app to find something to watch. And anything you record can be downloaded to the Xfinity app and watched offline. That said, DISH Network’s Hopper 3 DVR offers similar features, with integrated access to Hulu and Netflix, etc. The Hopper 3 also comes with an excessive 2,000 hours of HD storage and ability to record 16 shows at once — far more than what Xfinity’s DVR offers.

Where Comcast really excels is its channel lineup. It has every major network at a reasonable price and premium channels for the standard charge. Though, sports fanatics may find more exclusive channels like the NFL Sunday Ticket, with DirecTV.

With its widespread availability, Xfinity is certainly a worthy contender when you’re shopping around, but calling itself the best in entertainment is a bit of an exaggeration.

Product Overview

Xfinity Pros

✔ Flexible bundling
✔ Month-to-month contracts
✔ Download and stream on mobile devices

Xfinity Cons

✘ Expensive premium channel packages
✘ Poor customer service reputation
✘ Low customer satisfaction ratings

Standout Xfinity Features

Great bundling value

If you’re purchasing TV service, there’s a good chance you’ll also need internet access. By bundling both services with the same company, you’ll consolidate bills and save money. Comcast, in particular, offers competitive deals when bundling multiple services. Its suite of options includes TV, internet, phone, and home security. Within each pairing, you’ll have a few channel package and internet speed options. The “Double-Play” TV and internet bundles usually start at the same price as a solo TV package: $40. (If you’re a power user, boosting internet speeds or the number of channels usually costs an extra $10-$30 for each step up.)

Bundling with competitors like DirecTV is much trickier, as its internet service isn’t as widely available, and you’ll only have one speed option to choose from. Comcast makes it easy to consolidate services and customize a bundle that matches your budget.

Many contract options

Comcast uniquely offers a range of contract options. Most providers will lock you into a year or two of service, but Xfinity also offers a month-to-month option. It’ll cost about $10 more per month, but you have the freedom of canceling your service without an early termination fee (sometimes upwards of $200). Those fees might even outweigh the extra $10 per month if you aren’t planning on holding the service for a full contract length. This makes Comcast a great option for students, renters, or anyone who only needs service temporarily. However, the month-to-month option isn’t available for every channel package or bundle, and you may be more limited for service options. However, for those who plan on staying put for the next few years, the yearly contracts will generally get you the most bang for your buck. Often times, these contracts offer free professional standard installation (which normally costs $75), locked-in prices, and more premium channels. Regardless of the contract option you decide to go with, always be on the lookout for hidden fees. These additional charges are standard throughout the industry and are typically described on your bill as surcharges and municipal fees.

Solid equipment features

Like many other providers, Comcast offers its own state-of-the-art DVR system that allows you to interact with your TV programming. It consists of the interface (guides and menus), and the features (storage, simultaneous recording, etc.) Comcast’s DVR is called X1, and we were pleasantly surprised by what it offers customers. The X1 DVR system can store 300 hours of SD content and 60 hours of HD, with the ability to record six shows at once. It’s also one of the few DVRs that integrates apps like Netflix and Amazon Prime. If you have subscriptions to these additional streaming services, you can scroll through those libraries all in one place. When it comes to setting up your equipment, you can choose to either have your equipment sent in the mail or have an Xfinity technician come out to professionally install it. Self-installation is typically the more budget-friendly route, but it’s always worth checking to see if your offer includes free professional installation. Whatever installation you opt for, Comcast provides you with a TV box, voice remote, and the proper coaxial cable if you don’t already have one.

Xfinity Instant TV

Comcast is trying out a new way to offer content to those inclined to cut the cord. Xfinity Instant TV offers all the benefits of a DVR but without the TV box. You can stream Xfinity Instant TV on mobile apps, computers via browser, or through compatible smart TVs. The service starts at $20 per month for basic networks like ABC, NBC, PBS, etc. You’ll then need to pay for additional channel packs like “Kids & Family” or “Sports & News,” each costing an additional $10-$40 per month. The service is designed for the minimalist, and those who only view a select number of live TV channels will benefit most. For people who want access to more channels, it may just be cheaper to buy a traditional TV package. We suggest you audit the channels you frequent the most and comparing that to the traditional TV packages available at your address.

Watch Xfinity Online with Xfinity Stream

Back in 2017, Comcast revamped Xfinity TV and released a new app — Xfinity Stream. This service allows Xfinity subscribers to access hundreds of live channels, on-demand titles, and DVR recordings on mobile devices. With over 200 live channels, Xfinity Stream is a difference maker for those are looking to watch on the go. The app includes popular networks such as ESPN, CNN, The Disney Channel, and more. For those who care more about their recordings and on-demand titles, the app also gives subscribers the ability to download shows to watch at a later time when you might not have access to WiFi or cellular data. This service is currently included with any Xfinity Internet or TV plan and can be downloaded on iOS and Android devices.

Possible Drawbacks

Expensive internet prices

When we compared the nation’s largest TV providers, Comcast had the most variance in its plans and pricing structure. This review focuses on some of the most popular options we found, but there’s a good chance you’ll find different packages when you enter your own address. Other providers, especially satellite TV companies like Dish and DirecTV, offer the same deals to customers everywhere. That makes it easier to comparison shop and understand the provider’s options. Before settling on Xfinity, enter your ZIP code to find the particular deals available to your address.

Customer service

We’re not breaking news by pointing out that Comcast has a less-than-ideal reputation for customer service. Even if other companies have rated poorer, Comcast’s reach and well-publicized mistakes have positioned it as a punch line. The ASCI has rated it 57/100 in 2019, three positions above Frontier (57/100), Mediacom (56/100), and Suddenlink (55/100) and eight below U-verse TV (69/100). And Comcast’s score has actually dropped since its average rating of 62/100 in 2016, indicating an unwillingness (or inability) to improve. These numbers are a measure of customer experience regarding factors like picture quality, signal reliability, call center service, website navigating, billing communication, channel selection, and overall staff courtesy.

Comcast’s 2019 J.D. Power rating was 2/5 power circles, just barely performing better than Spectrum. Customer service ratings this low mean you’re less likely to have a pleasant experience during the time you purchase a service from Comcast. But personal experiences will vary depending on regional offerings and individual service reps, so it’s totally possible to find satisfactory service from Comcast. We still recommend investigating your local Comcast availability and package options, especially if customer service isn’t high on your priority list next to price and programming.

Xfinity vs. Other Providers

Comcast Xfinity vs. DirecTV

One of the biggest differences between Comcast and DIRECTV is its mode of transmitting TV. Comcast is a cable TV provider, while DIRECTV uses a satellite dish. This also means that DIRECTV is available in all 50 states and more remote locations, while Comcast’s service is available in 40 states and restricted to locations where they’ve built out cable access. Both providers offer all your favorite channels, but DIRECTV excels at sports programming. DIRECTV is the exclusive provider of NFL Sunday Ticket while Comcast only hosts your standard ESPN selection. If you’re looking for flexible bundling and many package options, Comcast is for you. If you’re looking for stellar customer service and a great sports package, we recommend DIRECTV.

Comcast Xfinity vs. Dish TV

Like DirecTV, DISH Network is a satellite TV provider and available in all 50 states. DISH’s channel packages start at $60 for 190 channels, about $20 more than Comcast’s starting 100 channels. DISH’s Hopper 3 DVR is worth the extra cost alone. It’s the most powerful DVR system on the market, with 2,000 hours of HD storage and the ability to record 16 shows at once. Like Comcast’s X1, it integrates Netflix and lets you download content to watch offline. DISH contracts are 24 months, and you’ll find more flexibility with Comcast’s month-to-month or one-year contract options. While you may find a better bundle deal with Comcast, DISH Network excels at customer service and offers an advanced DVR service.

Comcast Xfinity FAQ

What is the difference between Comcast and Xfinity?

Comcast Free Installation Kit Reviews

Essentially, there is no difference. Comcast formed the term Xfinity to refer to its consumer services like internet, TV, and phone. But the terms are used pretty interchangeably, even by Comcast itself.

Is Comcast Xfinity fiber-optic?

Sometimes. Like many other providers, Comcast is slowly rolling out fiber-optic service to large cities. Fiber-optic cables have to be physically built out in each neighborhood it services, so it can be a slow-going and expensive process. Enter your address on Xfinity’s site to see if fiber tech is available at your address.

Does Comcast own Hulu?

Not for much longer. For a long time, Comcast owned a third of Hulu and held several board seats. Earlier in May, the Walt Disney Company announced it is acquiring Comcast’s minority stake in Hulu. Once that happens (the process could take five years), the Walt Disney Company will own Hulu completely.

The Bottom Line

Before committing to a cable TV provider, audit the channels you watch and consider what you value most from a service provider — whether that’s customer service, price, or advanced technology. Xfinity TV services will offer you flexibility in contract, bundle options, and channel lineups. And with a solid DVR system, Comcast is worth your consideration.

Recently Added

Comcast is making it difficult for many new customers to avoid paying installation fees—even if they purchase their own modems and are willing to set them up themselves.

Based on our tests, signing up for standalone Internet or TV service on Comcast.com often requires payment of a $59.99 or $89.99 installation fee, depending on where you live. (The fee was $60 in two Massachusetts suburbs and $90 at homes in Houston, Texas, and Seattle, Washington.) In cases where the $60 or $90 fee is charged, the fee is required whether you purchase your own modem or rent one from Comcast for another $11 a month.

The installation fee might be charged even if the home you're buying service at has existing Comcast service, and even if you order Internet speeds lower than those purchased by the current occupant. That means the fee is charged even when Comcast doesn't have to make any upgrades at the house or apartment you're moving into. Internet speed makes no difference, as the fee may be charged whether you purchase 15Mbps downloads or gigabit service.

'We can't offer self-install kits for residences that we already serve with an existing customer,' a Comcast spokesperson told us. Comcast said it requires professional installations for 'complex' cases.

Bundle up to avoid the fee

You can avoid the installation fee by purchasing certain bundles that include both TV and Internet, but the fee is often mandatory if you buy only TV service or broadband individually. The $60 or $90 fee is also charged when you buy phone service only or a 'double-play' package of phone service and broadband.

We tested this by entering addresses into Comcast's online sign-up system and going through most of the process of signing up for service. In cases where Comcast requires the fee, we were unable to get to the 'Submit Order' page unless we scheduled a 'professional installation' and submitted credit card information. Getting one of Comcast's self-install kits wasn't even an option in these cases.

The fee isn't always required. A Comcast spokesperson provided us with five addresses in different states where Comcast's online system offers the option of a free self-install kit:

When asked why free self-install kits are available for these addresses, Comcast told us, 'These are all homes for sale in our footprint that previously had Comcast services.'

But our tests of Ars staff addresses indicate there are at least two common scenarios in which you'd have to pay the fee. If you live in a house in Comcast's territory but currently subscribe to something else, like Verizon FiOS, our tests indicate that you have to agree to pay the installation fee in order to switch to Comcast.

Secondly, if you're moving into a home that's still occupied and the current resident has Comcast service, you'd have to pay the installation fee. This would occur if you sign up for service in advance when you're planning to move into a new home or apartment almost immediately after the current resident leaves.

Comcast's fees vary so much by geographic location and bundle that we can't be sure that these general guidelines will hold true in every case. But it's clear that there are multiple circumstances in which Comcast will not allow new customers to order service online unless they agree to a pricey installation, even when they have their own modem and could plug it in themselves.

Please complete your order!

A Comcast spokesperson initially disputed our findings—even though they were based entirely on the results provided by Comcast's website. The Comcast spokesperson told us that a new customer can't sign up for service online at an address that currently has a paying Comcast customer, because its system has a business rule in place to automatically flag such an address. Comcast told us that in these cases, a new customer would be required to talk to a Comcast agent, who would presumably ensure that the current resident is actually moving out before allowing the new customer to hook up to Comcast's network. Because of that, Comcast told us that we shouldn't assume that the installation fee listed on its website would actually be charged.

But that doesn't appear to be true. I was able to schedule installation appointments and enter credit card numbers in order to sign up for service at homes where the current resident subscribes to Comcast. Hitting the 'Submit Order' button would have charged my card $50 immediately, enough to cover the first monthly payment of $30 and part of the installation fee.

I didn't actually click the 'Submit Order' button because I wanted to avoid credit card charges and a confusing situation with Comcast installers. But once I pointed this out to the Comcast spokesperson, the company stopped denying that it would be impossible to sign up for service at these homes without talking to a Comcast agent.

In the ensuing days, Comcast's automated system sent me two followup emails urging me to complete my order before I unsubscribed from the messages—I was never told that I had to talk to a Comcast agent in order to set up service.

Comcast Free Installation

The Comcast spokesperson told us that installation fees vary by market and on whether the company has a promotion running.

Comcast also told us that installation fees may be refunded when it turns out that no special installation was required. But it's clear that the Comcast website often forces customers to schedule a professional installation and agree to the fee in order to complete an order.

Comcast Free Installation Kit Reviews

Once you've agreed to the fee and paid a deposit, actually getting a refund could be tricky. Because the default setting is a required payment, customers may not even realize it's possible to get a refund.

Comcast Home Installation

Comcast provided a statement for our story:

For Internet-only customers, we offer two options that do not require an in-home tech visit. A customer can use an Xfinity self-install kit with a modem leased from Comcast, or purchase his/her own modem. Orders can be completed online, in-person at an Xfinity retail store, or by phone. We've worked hard to make the self-install experience simple and easy and it's a growing and popular way for new customers to connect. When the installation is more complex, we schedule a technician visit. There are reasons that an in-home technician visit may be necessary. For example, if our engineers need to test signal strength and connections in a home that hasn't been serviced in a number of years, or if the installation is more complicated for products like Gigabit Internet or there are multiple services (like home security) being installed. For these situations, we offer competitively priced options, which vary by market.

Judging by that Comcast statement, you'd think there would be no installation fee when you buy your own modem and are moving into a house that already has Comcast service. But as we've shown in this article, the fee is often required in those situations.