Item: Xfinity Internet Review 2023
Rating: 4

Xfinity Staff Review

Xfinity has fast download speeds and the best promotional prices around, but higher long-term rates and fees

Xfinity is a giant cable internet service provider that offers coverage to tens of millions of households across the United States. Xfinity’s introductory plan prices are some of the best in the industry at around $30/month for 12-24 months for first-tier plans. After the promotional period, though, customers will need to be aware of significant price hikes, including equipment rental fees.

Though Xfinity’s HFC (hybrid fiber-coaxial) technology can’t provide the full symmetrical speed of an all-fiber network, it can offer gigabit download speeds. In some areas, Xfinity has introduced the all-fiber Gigabit Pro plan which does provide symmetrical speeds at a dizzying 6000 Mbps download/6000 Mbps upload. That top speed will cost you several hundred dollars a month, but it will certainly support any residential internet need.

PROS
Widespread coverage across the nation	Best promotional pricing for 1-2 years	Gigabit download speeds

CONS
Pricing varies from region to region	Big price hikes after promotional rates	Typical cable upload speeds <35 Mbps

Pricing

Xfinity stands above the pack for its low initial pricing, but pay attention to the later price hikes and fees

Xfinity is the largest internet service provider in the United States, with 32 million broadband subscribers [1]. Xfinity is a subsidiary of cable giant Comcast. Company size and strength gives Xfinity the ability to offer very low promotional prices to consumers for a year or even two years. Xfinity’s promotional plans begin around $30/month, where most other companies start their prices at $50/month.

Here's the kicker: after a year (for first-tier plans) or two years (for higher-priced plans), your promotional rate will end. At that point, your rate can go up by anywhere from $25 to $50 per month. And Xfinity pricing varies all over the country and is pretty complex in how it changes from plan to plan.

By our evaluation standards, this lack of simplicity in pricing hurts Xfinity’s rating despite its great initial promotional rates. And that doesn’t account for two more factors: data caps and equipment fees.

Xfinity and 1.2 TB data caps

Xfinity’s plans have data caps that apply under certain conditions. The data cap is 1.2 TB (terabytes) per month, which is enough to cover many households’ monthly usage without any trouble. However, the Benton Institute for Broadband and Society analyzed data from OpenVault to show that 14.6% of homes used more than 1 terabyte per month, and 2.4% used over 2 terabytes per month [2].

Applying this data, 1 in every 7 homes that would run a risk of exceeding the Xfinity data cap. Comcast/Xfinity claims that it does not throttle internet and slow it down, however, Xfinity will charge you overage fees if you exceed your data cap [3]. Those fees can go up to a maximum of $100/month [4].

To sum it up, odds are that you won’t exceed your data cap. But if you have lots of real-time gaming or heavy streaming in your household, the extra cost for data overage could really add up.

Xfinity and equipment fees

Many of Xfinity’s plans will charge you fairly high equipment fees ($15-25 after your promotional period), which is part of why your price goes up. In exchange, with several of the top plans you will get unlimited data. If you use your own router and modem to avoid the equipment fee, you will have to live with the 1.2 TB data cap.

Without getting into even more varying details about pricing and equipment fees, we want to point out that Xfinity’s pricing is complicated and changeable. An ideal internet pricing plan will be simple and easy to predict for the consumer. We can’t give a top score for a pricing plan as hard to pin down as Xfinity’s. Still, it’s hard to ignore those low promotional rates.

Are you willing to sign up for a year or two to get those great promotional rates, then decide whether you want to switch providers later, when the rates go up? That’s your choice with Xfinity.

Reliability and Performance

Xfinity’s hybrid fiber/coaxial cable supplies gigabit download speeds but slower upload speeds

Though Xfinity has advanced cable technology and good speeds, their network seems to be more prone to outages than users would like [5]. That’s the major reason Xfinity gets a lower rating for performance, in addition to the intrinsic differences between cable speed and all-fiber speed.

Xfinity uses technology that is mostly fiber but uses coaxial cable for a short stretch of your internet connection. This type of connection is known as hybrid fiber/coaxial cable, or HFC.

An HFC internet connection is better than older cable technologies because it can supply download speeds up to gigabit speeds. HFC will give you faster, more reliable internet service than DSL, satellite internet, or fixed wireless internet. And for streaming in HD, this hybrid fiber- cable internet will certainly be able to support multiple devices.

The major difference between HFC and an all-fiber internet connection is upload speeds. Xfinity can give you over 1000 Mbps of download speed through an HFC connection on the Gigabit Extra plan, but your upload speed will be no faster than 35 Mbps. An-all fiber connection, by contrast, will give you the same upload speed as your download speed.

Your upload speed will affect activities such as gaming, videoconferencing and large file uploads. The good news is that if you have an upload speed of 35 Mbps, you’re still going to be able to upload pretty quickly. For most average households, 35 Mbps is enough. But if you have four or more people in your household streaming HD, playing games, working from home, and videoconferencing simultaneously, you’re going to want all-fiber internet, or what is often called “fiber to the home” (FTTH).

Xfinity does have one all-fiber connectivity option that is full FTTH. If your household’s location is eligible, Xfinity will install an FTTH connection for their Gigabit Pro plan with 6000 Mbps download/6000 Mbps upload. 6000 Mbps is far more speed than most residential customers will ever need, and you will pay top dollar for the plan. But if you have exceptional internet needs or you just want the best, Gigabit Pro is up there with the fastest high-performance fiber plans on the market.

Equipment, Installation and Bonus Features

Xfinity offers two different gateways and popular Flex 4K streaming TV box

For TV fans, Xfinity internet service brings the added bonus of its free Flex 4K streaming box [6].

This convenient gadget will work much like a Roku box to consolidate your streaming apps, plus give you over 10,000 free movies and shows, free channels, and a voice remote. Xfinity TV customers are not eligible for a free Flex 4K, however.

For your modem and router, you will get the xFi Gateway with its multi-gig speed capability, Wi-Fi 6E, parental controls and security protection [7]. Or you can upgrade to the xFi Complete, which includes unlimited data. Both require a rental fee after the promotional period, as discussed in our pricing breakdown.

You can avoid fees by using your own router and modem if the equipment is compatible. But if you don’t pay the equipment rental fee, you’ll get a data cap. And you also won’t get the free tech support that comes with your equipment rental fees.

Installation fees will be similar to other providers for a technician install (around $100) but slightly more expensive for a self-install ($15).

Customer Experience & Support

Xfinity Customer Service shows improvement

Xfinity has not been known for strong customer service over the years. Online reviews continue to mention some problem areas. But Xfinity has been moving up in official rankings, and for that reason, we give them 4 stars for improving their customer experience.

Xfinity has customer support on its website, with 24/7 chat for help and 24/7 tech support. An online status center allows you to check for outages and troubleshoot your service. The Xfinity app will make your online customer experience more streamlined.

You can also find Xfinity help communities through Facebook, Twitter, and Reddit.

Customer service rankings have been climbing for Xfinity in recent years. In 2022, Xfinity ranked second in three of four regions in the J.D. Power Residential Internet Service Provider Customer Satisfaction Study (behind Verizon in the East and AT&T in the South and West) [8]. This ranking reflects Xfinity’s recent effort to improve their customer support.

Though Xfinity’s customer support ratings from other sources are not always as high, overall, signs are getting better that you will be satisfied with your customer experience.

FAQ's

Can I self-install Xfinity home internet?

Yes, you can get a self-install kit that includes a set-up guide, an xFi Wireless Gateway (leased), a coax cable, and a power cord.

Can I use my own modem/router with Xfinity’s internet plans?

Yes, you can use your own modem/router to access your Xfinity connection. Just be sure to check with Xfinity in advance to be sure your equipment is compatible.

Does Xfinity have public Wi-Fi hotspots?

Yes, if you have a qualifying-tier home internet plan, you will have access to millions of Wi-Fi hotspots across Xfinity’s service area.

How much is Xfinity home internet?

Xfinity home internet plan pricing can vary according to your location. To see if Xfinity serves your area and get all the plan details, enter your zip code here at CompareInternet.com.

Does Xfinity offer bundling?

Yes, you can save money on your internet, phone and TV by bundling several services with Xfinity.

What is Xfinity Gigabit?

Xfinity offers internet plans with download speeds over 1000 Mbps, also known as 1 Gigabit (GB). Gigabit download speeds will handle all your 4K HD streaming needs.