Q: Which account users need to be present to discuss an account?

Review the differences between user roles . Not all household users are authorized to make changes to an Xfinity account. To pick up or exchange equipment, the Primary User or Manager on the account must be present. If you are simply returning equipment, anybody can drop it off for you at one of our Xfinity stores.

Question 1

What is the Affordable Connectivity Program and how can I apply to save on Internet and Mobile?

Accepted Answer

As part of our ongoing commitment to keeping families connected to the Internet, Xfinity is proud to participate in the federal Affordable Connectivity Program (ACP). Qualified households can receive a credit of up to $30/month (up to $75/month in Tribal lands) towards Internet and mobile service.

We've made it easy for new and existing customers to apply this credit towards Xfinity Internet, Internet Essentials, and Xfinity Mobile services.

Before visiting a Retail store, you can check your eligibility and learn how to apply for ACP.

Question 2

Do I need to make an appointment?

Accepted Answer

Most, but not all, Xfinity locations offer appointments. If a location offers appointments, there will be a link at the top of this page, below the store address.

Appointments are not mandatory but can help ensure reduced wait times during peak business hours. When arriving, there may still be a brief wait until the next representative becomes available.

Paying a bill? If you don’t need to speak with a representative, no appointment is needed! Xfinity self-service kiosks are located inside all Xfinity stores. Or you can pay your bill online anytime, on any device.

Cancelling one or more Xfinity services? We hate to see you go, but if you have to cancel, we’ll make it easy. In addition to a store visit, you can cancel your Xfinity services in several ways:

Walk-ins are always welcomed.

Question 3

What should I bring with me to the store?

Accepted Answer

New and existing customers should bring a valid government-issued ID.

If you’re signing up for new services, please bring proof of residence. Please note we may be required to run a credit check.

Come prepared to discuss your current services with other providers, including your current data usage.

Be sure to bring your latest bill from your current mobile carrier so we can find ways to save you money with Xfinity Mobile.

Download the Xfinity app prior to your visit. We’d love to walk you through how it works and all the ways it enhances your services. Visit xfinity.com/apps to explore our apps and self-service options.

Question 4

Which account users need to be present to discuss an account?

Accepted Answer

Review the differences between user roles. Not all household users are authorized to make changes to an Xfinity account.

To pick up or exchange equipment, the Primary User or Manager on the account must be present.

If you are simply returning equipment, anybody can drop it off for you at one of our Xfinity stores.

Question 5

I am experiencing an issue with my current products or services. What should I do?

Accepted Answer

Have questions about your Xfinity services? We’re here to help find the best solutions to keep you connected. Before you visit, there are a few tips we’d love to share:

For quick solutions to some common questions, visit Xfinity.com/support
Check for local outages at Xfinity.com/outage
Download the Xfinity app prior to your visit. Visit xfinity.com/apps to explore our apps and self-service options.

Question 6

Anything special I need to know before I discuss Xfinity Mobile?

Accepted Answer

If you are not already an Xfinity Mobile customer, be sure to bring your latest bill from your current mobile carrier so we can find ways to save you money with Xfinity Mobile.

Check out the savings calculator to see what you can save when you switch to Xfinity Mobile.

To sign up for Xfinity Mobile, you’ll need to have Xfinity Internet. If you don’t currently have Xfinity Internet, we can walk you through our plans during your visit.

Please bring all phones and devices you would like to add to your plan, and be prepared with your account number and pin.

Apple users: Please bring your Apple ID and password, and back up your current device prior to your visit.

For trouble shooting tips to try at home, go to Xfinity.com/mobile/support

Question 7

Anything special I need to know before I discuss Comcast Business Mobile?

Accepted Answer

You must be an existing Comcast Business Internet customer in order to sign up for Comcast Business Mobile. If you don’t currently have Comcast Business Internet, visit business.comcast.com to get started.

Here are a few things to bring with you to ensure a smooth visit: Your account number, a credit card connected to your Comcast Business account, and your photo ID.

If you do not have your account number, log into My Account to access all your account information.

Question 8

Should I come to the store to cancel my services?

Accepted Answer

Canceling one or more Xfinity services? We hate to see you go, but if you have to cancel, we’ll make it easy. In addition to a store visit, you can cancel your Xfinity services in several ways:

Cancel through Xfinity Assistant
Cancel over the phone
Learn about bereavement options

Question 9

What are Xfinity’s current COVID-19 protocols?

Accepted Answer

To support social distancing needs, we have increased our store appointment capacity and added the option to check-in for your appointment virtually from outside the store. Customers that are fully vaccinated do not have to wear a face mask unless otherwise required by federal, state or local municipality mandates. Click “Book appointment” to get started!

By visiting a store, you acknowledge that in the past 14 days neither you nor anyone else in your household: (1) has been under active quarantine or isolation for COVID-19; (2) has been exposed to someone who has COVID-19 like symptoms or who has tested positive for COVID-19; or (3) has been sick. While at the location you agree to comply with appropriate social distancing measures by maintaining at least 6 feet of physical separation from other customers and staff.

Day of the Week	Hours
Mon	10:00 AM - 5:00 PM
Tue	10:00 AM - 7:00 PM
Wed	10:00 AM - 7:00 PM
Thu	10:00 AM - 7:00 PM
Fri	10:00 AM - 7:00 PM
Sat	10:00 AM - 7:00 PM
Sun	11:00 AM - 5:00 PM

5890 Northwest Highway Crystal Lake, IL 60014 US
Xfinity Store by Comcast

Prepare For Your Visit

Store Services

In Store Demos

Pay Your Bill

Manage Your Account

Move or Transfer Service

Internet Service in Crystal Lake, IL

You could qualify for a credit towards your Internet and mobile service

Mobile Service in Crystal Lake, IL

Bon voyage with Global Travel Pass

TV & Streaming in Crystal Lake, IL

Say it to search it

Home Security & Smart Home in Crystal Lake, IL

Keep watch with Xfinity Cameras

Comcast Business in Crystal Lake, IL

Introducing Comcast Business Mobile, our new mobile service designed to perform for your small business

Products

Internet

TV and Streaming

Xfinity Mobile

Home Security

Comcast Business

About the Xfinity Store by Comcast Crystal Lake

Products

In Store or Online

Nearby Xfinity Stores

5890 Northwest Highway Crystal Lake, IL 60014 US Xfinity Store by Comcast

Prepare For Your Visit

Store Services

In Store Demos

Pay Your Bill

Manage Your Account

Move or Transfer Service

Internet Service in Crystal Lake, IL

You could qualify for a credit towards your Internet and mobile service

Mobile Service in Crystal Lake, IL

Bon voyage with Global Travel Pass

TV & Streaming in Crystal Lake, IL

Say it to search it

Home Security & Smart Home in Crystal Lake, IL

Keep watch with Xfinity Cameras

Comcast Business in Crystal Lake, IL

Introducing Comcast Business Mobile, our new mobile service designed to perform for your small business

Products

Internet

TV and Streaming

Xfinity Mobile

Home Security

Comcast Business

About the Xfinity Store by Comcast Crystal Lake

Products

In Store or Online

Nearby Xfinity Stores

5890 Northwest Highway Crystal Lake, IL 60014 US
Xfinity Store by Comcast