Comcast must hire a bunch of degenerates to run their call centers. Usually it’s just billing problems, where CSRs just lie to me about billing information and services. I always ask what my next month’s bill should be, and about 95% of the time it’s just completely wrong when I get my bill next month. Recently, I changed my package and was told that I would still receive NFL network under my new plan. I did for a while and then it dissappeared. I called and asked about it and got some retarded ass response along the lines of: NFL network is no longer part of the package (Which it should be according to the NFL agreement with the Cable companies not that long ago where they didn’t want their channel on a paid package). They said that I mistkenly received it for a while and when I lost power recently, the box already had an order to get rid of NFL network and then it finally went though. That is total BS as I know they like to nickel and dime every customer and there is no way that if I wasn’t supposed to receive something I would “accidently” still get it. I know that everytime I add or downgrade service, that change is instanteounsly reflected in my box. What kind of BS is that?
Most recently, I had a GREAT (note heavy doses of sarcasm) CSR, the same one who basically had no idea about the NFL network or anything that Comcast does it seems like, try to set up my digital conversion for my other TVs. He tells me twice that I have a technical scheudled and I ask a 3rd time about installation. He tells me a technician will come to my place between 11am-1:30pm on Nov 24, 2009. Time passes and no technician so I have to call comcast. Lo and behold, they have no record of a technican supposedly coming and doing installation. What the hell is going on at Comcast? Do they evey train their CSRs in something other than robbing the customer?
This is all on top of the normal BS I have to deal with. Slow ass internet that drops constantly. Pixelated “Digital” programming that has continous issues with sound dropping and images flaking. This is not only here at my current house, I moved twice before and it’s always the same. The biggest problem is the fact that they keep raising prices while giving less while they are making huge profits.
I live in an old row house so I have no options. I can’t wait for the fall of cable and the rise of a new multimedia delivery system.
I say let’s cut off the cable and internet and just sit in the dark. We don’t need Comcast nor their services. They’re more aggravating than they are a pleasure to have. We don’t have to be a victim to them.
I ordered new Comcast svs, in March 09 for my new home. I got set up with a 49.99 promo with Free Showtime and Starz for 12mnths(3/10)+ 1dvr and 2stb. The tech comes out to install on my move date and only has 1 box says its only one box on the order but he has a second that he can install. I needed the cable in a fourth room activated from the coaxile cable. The tech could not get the cable in the fourth room active, said he would send out another tech tomorrow who will bring my third box. Tech comes out the next day installs the 3rd box leave my plate unattached from the wall, leaves my box on the front of my townhouse dismattled so all of YOUR COMCAST cables are exposed up to this day.. The second tech adv he doesnt know why the fourth room wont activate. OK Cool I get a Customer Care call to see how my install was I explained my issue they apologized and dispatched a 3rd tech. Third tech comes out goes in the attic (now I have black finger prints all over the opening to my attic) to check the wires then climbs on the roof and advises me that coaxile running into the fourth room is grounded straight from the previous tenants directv dish and he cant connect. So I inquire about him running the cable from my room to the other room, he says cool. In my room I have a long cable that I bought from my other location that he used, no tacking it down or anything. He says it wont be a charge for this visit since I didnt actually connect or install another outlet. I am glad as I tell him because I shouldnt be charged due to the inefficiency’s of the other two techs. Get my next bill and I am charged $25. I get around to calling comcast about a month or so later the rep is really nasty saying the tech coded he installed a new outlet or moved an existing outlet. Which one is it. Neither I inform him we go back and forth so ok fine. All before I was paying my bill ontime and over the amount ever since this I wait until the last minute before they disconnect svs to pay. I HATE COMCAST. Not to mention I am a Verizon Employee who cant wait for FIOS to be deployed to my home. I will have all of my neighbors connected to FIOS once it arrives. It was scheduled for this fall but has been delayed.
Anywho..
So I am moving to a FIOS area Yea!!!!! I call comcast on 8/21/09 to place and order for Disconnect on 09/18/09 moving is delayed I call back on 09/17/09 to reschedule my disconnect for 10/18/09, bummer my move is not taking place now so I call on 10/14/09 to cancel my disconnect. Now I received Two bills during this period from 09/09-10/09 & 10/09-11/09 for only my equipment. I get my bill for 11/09 and its 243.xx. They went into my account and changed my svs to a lower package which cost more than I was paying which didnt include DVR svs(which I am paying for a DVR) and my promotional movies package has been removed. So I have prorated charges for a svs I never requested or Authorized . I call on 11/10/09 speak with a rep explain the situation she tells me that I called on 10/09 and cancelled my disconnect and the scheduled tech pick up. NOT Now I said up above that my svs was changed on 10/07/09 per the bill. Is that not two days earlier than they SAID I cancelled my scheduled disconnect..I dont finish the call with that rep as she was elderly and kind of confused. I call comcast back today while I am home with the Flu and speak with Stella in the national billing center( I called my local number). I immediatly advise Stella I need a superivsor she of course inquires to try to de-escalate the situation. I advise that I would prefer to speak with a supervisor since I am on the internet lodging my complaint with the FCC. Stella insist that she will help. NOT!!! She tells me that basically she cant give any credit because its not a justifiable reason because it was my fault, because I had requested to disconnect my service and when I cancelled the disconnect that it changed my service. WTH. I explained to her that when you place a disconnection for svs nothing is to change until the date of disconnection or otherwise, I immediatly advised her not to give me bullshit answers. Plus I cancelled my request on 10/14/09 and my service was changed on 10/07/09 even though in there computer it says the request was cancelled on 10/09/09 but no notes to indicate I called on 10/09/09 and made no request just that a cancellation for the pending order was done!!!! She then changed my svs back but could not add the free Showtime and Starz back. I asked to be escalated. She transferred me to her supposed to be supervisor Tracy #28864 who says her call center manger’s name is Jennifer. Tracy listened to my complaint and when I finished we sat there in total silence for two minutes until I said HELLO, and she responded I am here. She said I can give you 20.10 for the difference for the two packages but she couldnt do anything about my Free movies she can only offer me the movies for $5. I advised her that was unacceptable as I was in no way at fault for my svs being changed, as I only requested to disconnect svs and rescheduled then cancelled well in advance of service ever being turned off. I requested to speak with her manager and she informed me that the calls go no higher than her, I explained to her that I do the same job as she and that I KNOW that there is someone else to speak with, but if she wanted her name and number to be included in my complaint with the FCC and to Brian Roberts and Stephen Burke then that is ok with me. She told me if that is what I wanted to do!!!! So I did and now I am making this complaint here and everywhere else I can.
Also I sent an email to Comcast complaints about my $25 earlier this year and received a response that I needed to call into the Customer Care office to discuss the situation because they cant access my account without my permission. Now when I was in Prince George’s County I sent an email and was called and emailed by Terrance XXXXX who was over the Prince Georges County territory who resolved my issue. This person who returned my email this time was a representative on the complaints team and she needs a new job as I sent a complaint that means contact me or access my account I gave my information in the email. I would hate to see anyone lose their jobs over bullshit, but if they dont care neither do I.. My account # is 05659 137437-02-7, I need a response and action on my account NOW…
I have been a customer with Comcast since 1989!!! I currently have two households that I pay the bill for when it comes to Comcast services. One is mine—the other is my son’s (don’t ask). The account I’m getting ready to rant about is the one where my son lives. Since I only visit him at his house once a month, I have stayed out of his business with the quality of service Comcast has provided for him until recently—within the last year, to be exact. Although he had always complained about the picture quality of the television and the internet service, I told him to call them and complain or to quit whining about it! He said that he had called numerous times but was blown off. I figured that he was probably full of it, but after spending some time with Comcast on the phone myself, I am not too sure.
Although the internet service had been bad there for a least the last two years, I wasn’t there enough for it to bother me. About a year ago I bought a new laptop and I couldn’t connect to the wireless at the house. I spent some time messing around with Dell Customer service reps and then with Comcast. After receiving very little help from either of them, and after spending a couple of hours on the phone, I said “screw-it” and just decided that it was not worth the hassle. I started using the desktop at the house whenever I needed to get on the internet; it was a pain but less of a pain than calling Comcast again.
Then, a few months later I was visiting and I wanted to watch the 49er’s game, but the picture on the very expensive television was so grainy I quickly became furious. I called Comcast and asked for a tech to come out and fix it because I had been with them for twenty years and was spending over $500 a month between both service addresses—I felt I deserved it. Unfortunately I was not there when the tech showed up because I had traveled back to my own home, over 120 miles away. Instead, my son ends up dealing with the tech. The tech says something about a cable being bad, and replaces it with a new cable. The grainy picture gets less grainy, but is still grainy. The tech leaves and I come back to visit a couple of months later. The picture still sucks.
When I see the horrible picture I get mad at my son and mad at the tech/Comcast. I call Comcast and complain again. This time, however, I demand that a supervisor or senior tech come out and fix it. I am also beginning to wonder if anyone in their entire company has a brain in their head. Again, a tech shows up a few days later when I am not there; a few minutes after that a supervisor shows up. The supervisor says that everything looks fine, except for some wire—the same wire that was replaced by their own tech just months before. The supervisor then questions my son as to how the wire got there and insinuates that he had changed the wire and that it was his own fault. My son, who is really pissed and offended at this point, tells the supervisor that it was his tech that changed the wire and started to describe what he looked like. Then the supervisor says something along the lines of that guy doesn’t work for them anymore and alluded to the fact that he either didn’t know what he (the tech) was doing or that he was installing cheap cables of his own and selling the Comcast ones on the side! So, he acknowledges that it is their (Comcast) fault, replaces the cable with a new one, and the picture looks G-R-E-A-T! So please explain to me why it took so much time and energy to get these guys to provide me the service that I have been paying for! But that’s not all.
Just a month or two ago I am visiting again and really want to use my own laptop instead of the desktop. I call Comcast and after thirty minutes on the phone with them, they tell me that it’s not their problem and to call Dell. So I play that game again, and sure enough, Dell tells me to call Comcast. So, I call Comcast and ask for a supervisor who tells me that the equipment I bought from Comcast is old and is in their system as needing to be replaced. I tell them that the internet at the house has been screwed up for a long time and that I hope the new equipment fixes the problem. They then go on to tell me that if for some reason the equipment is not the problem I could be charged $50 for the service call. I told them fine!
A few days later—again when I am not there—a tech shows up. He tells my son that the entire internet system is hooked up all wrong. A signal amplifier in the garage should be in the house, something in the house should be in the garage….blah-blah-blah. After spending over an hour at the house rewiring, relocating equipment, and installing new equipment—-the internet works P-E-R-F-E-C-T-L-Y!!!! The next time that I am there, my laptop hooks up in two seconds and the connection is superb. Again, where has the $275 a month I have been paying for that household been going every month? Why did it take sooooo long to get the service I had been paying for all along? But wait, it gets even better.
A few days ago I get the monthly bill for my son’s address and guess what—there is a $50 charge on it for the tech coming out. I thought I was going to blow a gasket! I purposely waited a few days until I was calm enough to call and speak to them without screaming obscenities and swearing at them. I also called DIRECTV and got a quote to have the crappy Comcast service replaced. It would cost $750 initially to get everything set up, but then my monthly bill would only be $130 a month thereafter—meaning that within 5+ months I have fully recovered my initial investment and don’t have to deal with Comcast anymore!
So anyway, I get this Comcast rep on the phone today and tell him—without yelling or name calling or swearing—the entire thing I have just written on this blog. He is professional at first, but then says something which sends me high and to the right. He tells me that he will credit my account for the $50 “this time only” and that I may want to consider purchasing their extended service or protection plan so that something like this does not happen in the future—as if it was my fault!!! I swear I felt my blood pressure S-K-Y-R-O-C-K-E-T!!! I then told him that I wanted to speak to a supervisor. He apologizes and transfers me. The supervisor puts me on hold for a few minutes and then gets back on the line. He goes on to tell me that the tech only put some codes down on the service ticket and that nobody (at Comcast) spent the time to translate them! After the rep translated the codes he told me that Comcast was at fault, that I should not have to pay the $50, and that he would credit my account. I asked him why the first guy I talked to couldn’t have done that, why I had been on the phone for over twenty minutes, and then I told him how pissed off I was with Comcast. He half-sincerely said that he was sorry and that he understood, but there was nothing else he could do. I then asked to talk to his supervisor, but he told me that there was nobody above him and that basically I could go pound sand!!! Of course he did not say this, but he did not sound sincere or empathetic at all!
I have been a customer with Comcast since 1989!!! I currently have two households that I pay the bill for when it comes to Comcast services. One is mine—the other is my son’s (don’t ask). The account I’m getting ready to rant about is the one where my son lives. Since I only visit him at his house once a month, I have stayed out of his business with the quality of service Comcast has provided for him until recently—within the last year, to be exact. Although he had always complained about the picture quality of the television and the internet service, I told him to call them and complain or to quit whining about it! He said that he had called numerous times but was blown off. I figured that he was probably full of it, but after spending some time with Comcast on the phone myself, I am not too sure.
Although the internet service had been bad there for a least the last two years, I wasn’t there enough for it to bother me. About a year ago I bought a new laptop and I couldn’t connect to the wireless at the house. I spent some time messing around with Dell Customer service reps and then with Comcast. After receiving very little help from either of them, and after spending a couple of hours on the phone, I said “screw-it” and just decided that it was not worth the hassle. I started using the desktop at the house whenever I needed to get on the internet; it was a pain but less of a pain than calling Comcast again.
Then, a few months later I was visiting and I wanted to watch the 49er’s game, but the picture on the very expensive television was so grainy I quickly became furious. I called Comcast and asked for a tech to come out and fix it because I had been with them for twenty years and was spending over $500 a month between both service addresses—I felt I deserved it. Unfortunately I was not there when the tech showed up because I had traveled back to my own home, over 120 miles away. Instead, my son ends up dealing with the tech. The tech says something about a cable being bad, and replaces it with a new cable. The grainy picture gets less grainy, but is still grainy. The tech leaves and I come back to visit a couple of months later. The picture still sucks.
When I see the horrible picture I get mad at my son and mad at the tech/Comcast. I call Comcast and complain again. This time, however, I demand that a supervisor or senior tech come out and fix it. I am also beginning to wonder if anyone in their entire company has a brain in their head. Again, a tech shows up a few days later when I am not there; a few minutes after that a supervisor shows up. The supervisor says that everything looks fine, except for some wire—the same wire that was replaced by their own tech just months before. The supervisor then questions my son as to how the wire got there and insinuates that he had changed the wire and that it was his own fault. My son, who is really pissed and offended at this point, tells the supervisor that it was his tech that changed the wire and started to describe what he looked like. Then the supervisor says something along the lines of that guy doesn’t work for them anymore and alluded to the fact that he either didn’t know what he (the tech) was doing or that he was installing cheap cables of his own and selling the Comcast ones on the side! So, he acknowledges that it is their (Comcast) fault, replaces the cable with a new one, and the picture looks G-R-E-A-T! So please explain to me why it took so much time and energy to get these guys to provide me the service that I have been paying for! But that’s not all.
Just a month or two ago I am visiting again and really want to use my own laptop instead of the desktop. I call Comcast and after thirty minutes on the phone with them, they tell me that it’s not their problem and to call Dell. So I play that game again, and sure enough, Dell tells me to call Comcast. So, I call Comcast and ask for a supervisor who tells me that the equipment I bought from Comcast is old and is in their system as needing to be replaced. I tell them that the internet at the house has been screwed up for a long time and that I hope the new equipment fixes the problem. They then go on to tell me that if for some reason the equipment is not the problem I could be charged $50 for the service call. I told them fine!
A few days later—again when I am not there—a tech shows up. He tells my son that the entire internet system is hooked up all wrong. A signal amplifier in the garage should be in the house, something in the house should be in the garage….blah-blah-blah. After spending over an hour at the house rewiring, relocating equipment, and installing new equipment—-the internet works P-E-R-F-E-C-T-L-Y!!!! The next time that I am there, my laptop hooks up in two seconds and the connection is superb. Again, where has the $275 a month I have been paying for that household been going every month? Why did it take sooooo long to get the service I had been paying for all along? But wait, it gets even better.
A few days ago I get the monthly bill for my son’s address and guess what—there is a $50 charge on it for the tech coming out. I thought I was going to blow a gasket! I purposely waited a few days until I was calm enough to call and speak to them without screaming obscenities and swearing at them. I also called DIRECTV and got a quote to have the crappy Comcast service replaced. It would cost $750 initially to get everything set up, but then my monthly bill would only be $130 a month thereafter—meaning that within 5+ months I have fully recovered my initial investment and don’t have to deal with Comcast anymore!
So anyway, I get this Comcast rep on the phone today and tell him—without yelling or name calling or swearing—the entire thing I have just written on this blog. He is professional at first, but then says something which sends me high and to the right. He tells me that he will credit my account for the $50 “this time only” and that I may want to consider purchasing their extended service or protection plan so that something like this does not happen in the future—as if it was my fault!!! I swear I felt my blood pressure S-K-Y-R-O-C-K-E-T!!! I then told him that I wanted to speak to a supervisor. He apologizes and transfers me. The supervisor puts me on hold for a few minutes and then gets back on the line. He goes on to tell me that the tech only put some codes down on the service ticket and that nobody (at Comcast) spent the time to translate them! After the rep translated the codes he told me that Comcast was at fault, that I should not have to pay the $50, and that he would credit my account. I asked him why the first guy I talked to couldn’t have done that, why I had been on the phone for over twenty minutes, and then I told him how pissed off I was with Comcast. He half-sincerely said that he was sorry and that he understood, but there was nothing else he could do. I then asked to talk to his supervisor, but he told me that there was nobody above him and that basically I could go pound sand!!! Of course he did not say this, but he did not sound sincere or empathetic at all!
I too am having problems like the ones that Ronnie S. is describing. My picture pixilates and at times stops all together..sometimes the voice continues and other times it breaks up while this is going on…then sometimes my DVR will not record a show, or sometimes, it will record one minute of a show…We loose channels periodically and one of my four boxes will not even turn on at times. I’ve been told that we have these problems every year due to “sun spots”-funny, I don’t remember this happening last year?-I’ve been told that they are having problems with the switch from analog to digital which is causing the pixilation issues I have (so what about the channels that were always digital? why do they pixilate?)-one guy told me it was my box (one of four was causing all my problems-of course, why didn’t I think of that..) and wanted to replace it with an older box-yes, that would make sense I thought, why don’t we just replace my nice compact PC with an old Apple II while we’re at it…They have replaced all the wires in my house, which was the problem at one time, or so they said…I’ve set up SEVERAL service calls, but only had a tech come out TWICE, all the other times, no one came and no one called. I’ve tried to learn to live with these issues as there seems to be no other act of recourse other than switching to Fios, which one of my neighbors did, but she has a whole host of other issues now with them. Just yesterday when I came home from work and my one box was not working yet again, I called and after 10 minutes on hold (which isn’t bad for them) the lady told me that she could “set up a service call”, to which I replied with a laugh as my last two service calls came and went with no tech ever showing up to my home. She then suggested that I just take my box to the nearest service center to trade it in for the new vista box (whatever that is) because that would solve my problem “everyone is brining in their old boxes for these new ones” she said. She told me that their service center located on University Blvd would be open until 8:30 pm as they were every night of the week and that I could drive there to avoid a service call…after thinking about it, I decided that might be my best option since I knew the service call would never pan out. So, I got into my car and drove to the center only to find that they had closed at 6pm, which they do everynight as I was informed by an employee leaving the building…”we don’t even do that here” she said when I asked where I needed to go to exchange my box. She told me that I needed to visit another location in town, but it too was closed. I then called again to ask why the representative would have given me misinformation, but of course the representative only said he had no idea and that “we would never do something like that”. Of course not. It’s me. I’m the nut. I know, its really too much to ask to have my cable work properly, even when I pay the bill ahead each month. What is wrong with me to think that they would EVER provide me or my neighbors (all of which on this street are having the same issues-but its really my box that’s causing the problem, lol) with any sort of service at all…I am as I type this waiting on my service tech to come out and replace my “broken” box and check the lines to my house. I’ve called several times this evening to make sure we are still on the list, which everyone assures me we are. The last representative told me that I was being “quite harsh” when I told him that I was going to pack up all four boxes and bring them to their service center tomorrow if the tech did not show up tonight. Harsh? I’m a reasonable person. I only expect to receive the service that I’m paying for, I don’t think that is unreasonable. But, I guess I should let everyone know too that for all my time and to compensate for my leaving work early to meet imaginary services techs, comcast has generously credited my account $20.00, which may pay for my gas yesterday when I drove out to the closed center to try and exchange my box…Anyways, I thank you all for letting me vent my frustrations here on this site and I apologize for the length of this message as I’m at my wits end here…
I too have experienced service problems & quality such as Ronnie. The internet locks up several times a day sometimes doing something important which you loose. They replaced the wire from the pole to the house which cut the internet trouble a LITTLE. They left a banjo string in the tree when they placed the new wire which has bent and almost ripped out hooks. They used fewer brackets and clips than the original installation leaving the cable much more ‘floppy’.
They stole personal cable connectors I payed for. They lefts holes on inside and outside walls. And worst of all my internet still is very fragile even with all the digitalization they have done. As a matter fact since they cut out the last batch of channels the internet locks up even more.
The competition offers of 80-100$ a month for internet,phone and cable are starting to look pretty good since I’m paying almost 130$ for internet and cable with Comcast. OUCH!
Comcast technicians are at my house more than my closest relatives, but they haven’t fixed the problem. The TV programs “break up,” so I get a pixilated picture and a distorted voice. One Comcast guy comes and adds a signal booster, then the next one comes and says there’s too much signal, then the next one adds it again, etc. Sometimes the TV is unwatchable. The service has been this way for years. The customer service line is horrible. I was put on hold for 26 minutes this week. I pay a lot for the service, with 2 DVRs and another regular box. I’d switch to FIOS, but basic cable costs are included in my fees already. The company keeps giving me the run-around, but at this point I’m determined to post everywhere on the Internet that I can. If Brian Roberts wants to grow the company, he needs to start at the grass roots — the customer.
Apparently Comcast is saying they need the bandwidth freed up by transmitting more in digital but yet they are using in some cases 30 year old plant. Perhaps if they had upgraded and added to their existing plant 10 years ago alot of this wouldn’t be necessary. And yet they’ve have seem to have found the money to buyout alot of smaller companies and/or found the money to merge with a major TV network.
Comcast is sorta like one of those companies that have become ‘ too big to fail ‘. Comcast and these other cable tv companies need to regulated just like anyother public utility that uses public rights of way for their poles,holes,cables and equipment boxes. The public should benefit by giving those rights of ways to companies like Comcast. The public should also realize that all this new technology comes with new power requirements and that aspect needs to regulated as well because it seems like they are simply cost shifting their transmission expenses to the public.
And this is why you might want to contact Comcast management, the local public utility regulators and the federal regulators like the FCC or Federal Communications Commission.
CONTACT FOR THE WEST:
Steven A. White as President of the company’s West Division. Mr. White will be the senior executive responsible for Comcast’s video, high speed Internet, and voice operations in Arizona, California, Colorado, Kansas, Minnesota, Missouri, New Mexico, Oregon, Washington, Utah and Wisconsin. Mr. White will begin his role immediately, and will report directly to Dave Watson, Executive Vice President of Operations for Comcast Cable.
Comcast Corporation
1 Comcast Center
Philadelphia, PA 19103 Map
Phone: 215-286-1700
November 24th, 2009 at 1:26 pm
Comcast must hire a bunch of degenerates to run their call centers. Usually it’s just billing problems, where CSRs just lie to me about billing information and services. I always ask what my next month’s bill should be, and about 95% of the time it’s just completely wrong when I get my bill next month. Recently, I changed my package and was told that I would still receive NFL network under my new plan. I did for a while and then it dissappeared. I called and asked about it and got some retarded ass response along the lines of: NFL network is no longer part of the package (Which it should be according to the NFL agreement with the Cable companies not that long ago where they didn’t want their channel on a paid package). They said that I mistkenly received it for a while and when I lost power recently, the box already had an order to get rid of NFL network and then it finally went though. That is total BS as I know they like to nickel and dime every customer and there is no way that if I wasn’t supposed to receive something I would “accidently” still get it. I know that everytime I add or downgrade service, that change is instanteounsly reflected in my box. What kind of BS is that?
Most recently, I had a GREAT (note heavy doses of sarcasm) CSR, the same one who basically had no idea about the NFL network or anything that Comcast does it seems like, try to set up my digital conversion for my other TVs. He tells me twice that I have a technical scheudled and I ask a 3rd time about installation. He tells me a technician will come to my place between 11am-1:30pm on Nov 24, 2009. Time passes and no technician so I have to call comcast. Lo and behold, they have no record of a technican supposedly coming and doing installation. What the hell is going on at Comcast? Do they evey train their CSRs in something other than robbing the customer?
This is all on top of the normal BS I have to deal with. Slow ass internet that drops constantly. Pixelated “Digital” programming that has continous issues with sound dropping and images flaking. This is not only here at my current house, I moved twice before and it’s always the same. The biggest problem is the fact that they keep raising prices while giving less while they are making huge profits.
I live in an old row house so I have no options. I can’t wait for the fall of cable and the rise of a new multimedia delivery system.
Hung Lord
Comcast Acct No. 09547 105573-01-2
November 19th, 2009 at 5:05 pm
I say let’s cut off the cable and internet and just sit in the dark. We don’t need Comcast nor their services. They’re more aggravating than they are a pleasure to have. We don’t have to be a victim to them.
comcast bill pay
November 18th, 2009 at 5:09 pm
I ordered new Comcast svs, in March 09 for my new home. I got set up with a 49.99 promo with Free Showtime and Starz for 12mnths(3/10)+ 1dvr and 2stb. The tech comes out to install on my move date and only has 1 box says its only one box on the order but he has a second that he can install. I needed the cable in a fourth room activated from the coaxile cable. The tech could not get the cable in the fourth room active, said he would send out another tech tomorrow who will bring my third box. Tech comes out the next day installs the 3rd box leave my plate unattached from the wall, leaves my box on the front of my townhouse dismattled so all of YOUR COMCAST cables are exposed up to this day.. The second tech adv he doesnt know why the fourth room wont activate. OK Cool I get a Customer Care call to see how my install was I explained my issue they apologized and dispatched a 3rd tech. Third tech comes out goes in the attic (now I have black finger prints all over the opening to my attic) to check the wires then climbs on the roof and advises me that coaxile running into the fourth room is grounded straight from the previous tenants directv dish and he cant connect. So I inquire about him running the cable from my room to the other room, he says cool. In my room I have a long cable that I bought from my other location that he used, no tacking it down or anything. He says it wont be a charge for this visit since I didnt actually connect or install another outlet. I am glad as I tell him because I shouldnt be charged due to the inefficiency’s of the other two techs. Get my next bill and I am charged $25. I get around to calling comcast about a month or so later the rep is really nasty saying the tech coded he installed a new outlet or moved an existing outlet. Which one is it. Neither I inform him we go back and forth so ok fine. All before I was paying my bill ontime and over the amount ever since this I wait until the last minute before they disconnect svs to pay. I HATE COMCAST. Not to mention I am a Verizon Employee who cant wait for FIOS to be deployed to my home. I will have all of my neighbors connected to FIOS once it arrives. It was scheduled for this fall but has been delayed.
Anywho..
So I am moving to a FIOS area Yea!!!!! I call comcast on 8/21/09 to place and order for Disconnect on 09/18/09 moving is delayed I call back on 09/17/09 to reschedule my disconnect for 10/18/09, bummer my move is not taking place now so I call on 10/14/09 to cancel my disconnect. Now I received Two bills during this period from 09/09-10/09 & 10/09-11/09 for only my equipment. I get my bill for 11/09 and its 243.xx. They went into my account and changed my svs to a lower package which cost more than I was paying which didnt include DVR svs(which I am paying for a DVR) and my promotional movies package has been removed. So I have prorated charges for a svs I never requested or Authorized . I call on 11/10/09 speak with a rep explain the situation she tells me that I called on 10/09 and cancelled my disconnect and the scheduled tech pick up. NOT Now I said up above that my svs was changed on 10/07/09 per the bill. Is that not two days earlier than they SAID I cancelled my scheduled disconnect..I dont finish the call with that rep as she was elderly and kind of confused. I call comcast back today while I am home with the Flu and speak with Stella in the national billing center( I called my local number). I immediatly advise Stella I need a superivsor she of course inquires to try to de-escalate the situation. I advise that I would prefer to speak with a supervisor since I am on the internet lodging my complaint with the FCC. Stella insist that she will help. NOT!!! She tells me that basically she cant give any credit because its not a justifiable reason because it was my fault, because I had requested to disconnect my service and when I cancelled the disconnect that it changed my service. WTH. I explained to her that when you place a disconnection for svs nothing is to change until the date of disconnection or otherwise, I immediatly advised her not to give me bullshit answers. Plus I cancelled my request on 10/14/09 and my service was changed on 10/07/09 even though in there computer it says the request was cancelled on 10/09/09 but no notes to indicate I called on 10/09/09 and made no request just that a cancellation for the pending order was done!!!! She then changed my svs back but could not add the free Showtime and Starz back. I asked to be escalated. She transferred me to her supposed to be supervisor Tracy #28864 who says her call center manger’s name is Jennifer. Tracy listened to my complaint and when I finished we sat there in total silence for two minutes until I said HELLO, and she responded I am here. She said I can give you 20.10 for the difference for the two packages but she couldnt do anything about my Free movies she can only offer me the movies for $5. I advised her that was unacceptable as I was in no way at fault for my svs being changed, as I only requested to disconnect svs and rescheduled then cancelled well in advance of service ever being turned off. I requested to speak with her manager and she informed me that the calls go no higher than her, I explained to her that I do the same job as she and that I KNOW that there is someone else to speak with, but if she wanted her name and number to be included in my complaint with the FCC and to Brian Roberts and Stephen Burke then that is ok with me. She told me if that is what I wanted to do!!!! So I did and now I am making this complaint here and everywhere else I can.
Also I sent an email to Comcast complaints about my $25 earlier this year and received a response that I needed to call into the Customer Care office to discuss the situation because they cant access my account without my permission. Now when I was in Prince George’s County I sent an email and was called and emailed by Terrance XXXXX who was over the Prince Georges County territory who resolved my issue. This person who returned my email this time was a representative on the complaints team and she needs a new job as I sent a complaint that means contact me or access my account I gave my information in the email. I would hate to see anyone lose their jobs over bullshit, but if they dont care neither do I.. My account # is 05659 137437-02-7, I need a response and action on my account NOW…
November 18th, 2009 at 9:47 am
I have been a customer with Comcast since 1989!!! I currently have two households that I pay the bill for when it comes to Comcast services. One is mine—the other is my son’s (don’t ask). The account I’m getting ready to rant about is the one where my son lives. Since I only visit him at his house once a month, I have stayed out of his business with the quality of service Comcast has provided for him until recently—within the last year, to be exact. Although he had always complained about the picture quality of the television and the internet service, I told him to call them and complain or to quit whining about it! He said that he had called numerous times but was blown off. I figured that he was probably full of it, but after spending some time with Comcast on the phone myself, I am not too sure.
Although the internet service had been bad there for a least the last two years, I wasn’t there enough for it to bother me. About a year ago I bought a new laptop and I couldn’t connect to the wireless at the house. I spent some time messing around with Dell Customer service reps and then with Comcast. After receiving very little help from either of them, and after spending a couple of hours on the phone, I said “screw-it” and just decided that it was not worth the hassle. I started using the desktop at the house whenever I needed to get on the internet; it was a pain but less of a pain than calling Comcast again.
Then, a few months later I was visiting and I wanted to watch the 49er’s game, but the picture on the very expensive television was so grainy I quickly became furious. I called Comcast and asked for a tech to come out and fix it because I had been with them for twenty years and was spending over $500 a month between both service addresses—I felt I deserved it. Unfortunately I was not there when the tech showed up because I had traveled back to my own home, over 120 miles away. Instead, my son ends up dealing with the tech. The tech says something about a cable being bad, and replaces it with a new cable. The grainy picture gets less grainy, but is still grainy. The tech leaves and I come back to visit a couple of months later. The picture still sucks.
When I see the horrible picture I get mad at my son and mad at the tech/Comcast. I call Comcast and complain again. This time, however, I demand that a supervisor or senior tech come out and fix it. I am also beginning to wonder if anyone in their entire company has a brain in their head. Again, a tech shows up a few days later when I am not there; a few minutes after that a supervisor shows up. The supervisor says that everything looks fine, except for some wire—the same wire that was replaced by their own tech just months before. The supervisor then questions my son as to how the wire got there and insinuates that he had changed the wire and that it was his own fault. My son, who is really pissed and offended at this point, tells the supervisor that it was his tech that changed the wire and started to describe what he looked like. Then the supervisor says something along the lines of that guy doesn’t work for them anymore and alluded to the fact that he either didn’t know what he (the tech) was doing or that he was installing cheap cables of his own and selling the Comcast ones on the side! So, he acknowledges that it is their (Comcast) fault, replaces the cable with a new one, and the picture looks G-R-E-A-T! So please explain to me why it took so much time and energy to get these guys to provide me the service that I have been paying for! But that’s not all.
Just a month or two ago I am visiting again and really want to use my own laptop instead of the desktop. I call Comcast and after thirty minutes on the phone with them, they tell me that it’s not their problem and to call Dell. So I play that game again, and sure enough, Dell tells me to call Comcast. So, I call Comcast and ask for a supervisor who tells me that the equipment I bought from Comcast is old and is in their system as needing to be replaced. I tell them that the internet at the house has been screwed up for a long time and that I hope the new equipment fixes the problem. They then go on to tell me that if for some reason the equipment is not the problem I could be charged $50 for the service call. I told them fine!
A few days later—again when I am not there—a tech shows up. He tells my son that the entire internet system is hooked up all wrong. A signal amplifier in the garage should be in the house, something in the house should be in the garage….blah-blah-blah. After spending over an hour at the house rewiring, relocating equipment, and installing new equipment—-the internet works P-E-R-F-E-C-T-L-Y!!!! The next time that I am there, my laptop hooks up in two seconds and the connection is superb. Again, where has the $275 a month I have been paying for that household been going every month? Why did it take sooooo long to get the service I had been paying for all along? But wait, it gets even better.
A few days ago I get the monthly bill for my son’s address and guess what—there is a $50 charge on it for the tech coming out. I thought I was going to blow a gasket! I purposely waited a few days until I was calm enough to call and speak to them without screaming obscenities and swearing at them. I also called DIRECTV and got a quote to have the crappy Comcast service replaced. It would cost $750 initially to get everything set up, but then my monthly bill would only be $130 a month thereafter—meaning that within 5+ months I have fully recovered my initial investment and don’t have to deal with Comcast anymore!
So anyway, I get this Comcast rep on the phone today and tell him—without yelling or name calling or swearing—the entire thing I have just written on this blog. He is professional at first, but then says something which sends me high and to the right. He tells me that he will credit my account for the $50 “this time only” and that I may want to consider purchasing their extended service or protection plan so that something like this does not happen in the future—as if it was my fault!!! I swear I felt my blood pressure S-K-Y-R-O-C-K-E-T!!! I then told him that I wanted to speak to a supervisor. He apologizes and transfers me. The supervisor puts me on hold for a few minutes and then gets back on the line. He goes on to tell me that the tech only put some codes down on the service ticket and that nobody (at Comcast) spent the time to translate them! After the rep translated the codes he told me that Comcast was at fault, that I should not have to pay the $50, and that he would credit my account. I asked him why the first guy I talked to couldn’t have done that, why I had been on the phone for over twenty minutes, and then I told him how pissed off I was with Comcast. He half-sincerely said that he was sorry and that he understood, but there was nothing else he could do. I then asked to talk to his supervisor, but he told me that there was nobody above him and that basically I could go pound sand!!! Of course he did not say this, but he did not sound sincere or empathetic at all!
November 18th, 2009 at 9:46 am
I have been a customer with Comcast since 1989!!! I currently have two households that I pay the bill for when it comes to Comcast services. One is mine—the other is my son’s (don’t ask). The account I’m getting ready to rant about is the one where my son lives. Since I only visit him at his house once a month, I have stayed out of his business with the quality of service Comcast has provided for him until recently—within the last year, to be exact. Although he had always complained about the picture quality of the television and the internet service, I told him to call them and complain or to quit whining about it! He said that he had called numerous times but was blown off. I figured that he was probably full of it, but after spending some time with Comcast on the phone myself, I am not too sure.
Although the internet service had been bad there for a least the last two years, I wasn’t there enough for it to bother me. About a year ago I bought a new laptop and I couldn’t connect to the wireless at the house. I spent some time messing around with Dell Customer service reps and then with Comcast. After receiving very little help from either of them, and after spending a couple of hours on the phone, I said “screw-it” and just decided that it was not worth the hassle. I started using the desktop at the house whenever I needed to get on the internet; it was a pain but less of a pain than calling Comcast again.
Then, a few months later I was visiting and I wanted to watch the 49er’s game, but the picture on the very expensive television was so grainy I quickly became furious. I called Comcast and asked for a tech to come out and fix it because I had been with them for twenty years and was spending over $500 a month between both service addresses—I felt I deserved it. Unfortunately I was not there when the tech showed up because I had traveled back to my own home, over 120 miles away. Instead, my son ends up dealing with the tech. The tech says something about a cable being bad, and replaces it with a new cable. The grainy picture gets less grainy, but is still grainy. The tech leaves and I come back to visit a couple of months later. The picture still sucks.
When I see the horrible picture I get mad at my son and mad at the tech/Comcast. I call Comcast and complain again. This time, however, I demand that a supervisor or senior tech come out and fix it. I am also beginning to wonder if anyone in their entire company has a brain in their head. Again, a tech shows up a few days later when I am not there; a few minutes after that a supervisor shows up. The supervisor says that everything looks fine, except for some wire—the same wire that was replaced by their own tech just months before. The supervisor then questions my son as to how the wire got there and insinuates that he had changed the wire and that it was his own fault. My son, who is really pissed and offended at this point, tells the supervisor that it was his tech that changed the wire and started to describe what he looked like. Then the supervisor says something along the lines of that guy doesn’t work for them anymore and alluded to the fact that he either didn’t know what he (the tech) was doing or that he was installing cheap cables of his own and selling the Comcast ones on the side! So, he acknowledges that it is their (Comcast) fault, replaces the cable with a new one, and the picture looks G-R-E-A-T! So please explain to me why it took so much time and energy to get these guys to provide me the service that I have been paying for! But that’s not all.
Just a month or two ago I am visiting again and really want to use my own laptop instead of the desktop. I call Comcast and after thirty minutes on the phone with them, they tell me that it’s not their problem and to call Dell. So I play that game again, and sure enough, Dell tells me to call Comcast. So, I call Comcast and ask for a supervisor who tells me that the equipment I bought from Comcast is old and is in their system as needing to be replaced. I tell them that the internet at the house has been screwed up for a long time and that I hope the new equipment fixes the problem. They then go on to tell me that if for some reason the equipment is not the problem I could be charged $50 for the service call. I told them fine!
A few days later—again when I am not there—a tech shows up. He tells my son that the entire internet system is hooked up all wrong. A signal amplifier in the garage should be in the house, something in the house should be in the garage….blah-blah-blah. After spending over an hour at the house rewiring, relocating equipment, and installing new equipment—-the internet works P-E-R-F-E-C-T-L-Y!!!! The next time that I am there, my laptop hooks up in two seconds and the connection is superb. Again, where has the $275 a month I have been paying for that household been going every month? Why did it take sooooo long to get the service I had been paying for all along? But wait, it gets even better.
A few days ago I get the monthly bill for my son’s address and guess what—there is a $50 charge on it for the tech coming out. I thought I was going to blow a gasket! I purposely waited a few days until I was calm enough to call and speak to them without screaming obscenities and swearing at them. I also called DIRECTV and got a quote to have the crappy Comcast service replaced. It would cost $750 initially to get everything set up, but then my monthly bill would only be $130 a month thereafter—meaning that within 5+ months I have fully recovered my initial investment and don’t have to deal with Comcast anymore!
So anyway, I get this Comcast rep on the phone today and tell him—without yelling or name calling or swearing—the entire thing I have just written on this blog. He is professional at first, but then says something which sends me high and to the right. He tells me that he will credit my account for the $50 “this time only” and that I may want to consider purchasing their extended service or protection plan so that something like this does not happen in the future—as if it was my fault!!! I swear I felt my blood pressure S-K-Y-R-O-C-K-E-T!!! I then told him that I wanted to speak to a supervisor. He apologizes and transfers me. The supervisor puts me on hold for a few minutes and then gets back on the line. He goes on to tell me that the tech only put some codes down on the service ticket and that nobody (at Comcast) spent the time to translate them! After the rep translated the codes he told me that Comcast was at fault, that I should not have to pay the $50, and that he would credit my account. I asked him why the first guy I talked to couldn’t have done that, why I had been on the phone for over twenty minutes, and then I told him how pissed off I was with Comcast. He half-sincerely said that he was sorry and that he understood, but there was nothing else he could do. I then asked to talk to his supervisor, but he told me that there was nobody above him and that basically I could go pound sand!!! Of course he did not say this, but he did not sound sincere or empathetic at all!
November 17th, 2009 at 5:38 pm
I too am having problems like the ones that Ronnie S. is describing. My picture pixilates and at times stops all together..sometimes the voice continues and other times it breaks up while this is going on…then sometimes my DVR will not record a show, or sometimes, it will record one minute of a show…We loose channels periodically and one of my four boxes will not even turn on at times. I’ve been told that we have these problems every year due to “sun spots”-funny, I don’t remember this happening last year?-I’ve been told that they are having problems with the switch from analog to digital which is causing the pixilation issues I have (so what about the channels that were always digital? why do they pixilate?)-one guy told me it was my box (one of four was causing all my problems-of course, why didn’t I think of that..) and wanted to replace it with an older box-yes, that would make sense I thought, why don’t we just replace my nice compact PC with an old Apple II while we’re at it…They have replaced all the wires in my house, which was the problem at one time, or so they said…I’ve set up SEVERAL service calls, but only had a tech come out TWICE, all the other times, no one came and no one called. I’ve tried to learn to live with these issues as there seems to be no other act of recourse other than switching to Fios, which one of my neighbors did, but she has a whole host of other issues now with them. Just yesterday when I came home from work and my one box was not working yet again, I called and after 10 minutes on hold (which isn’t bad for them) the lady told me that she could “set up a service call”, to which I replied with a laugh as my last two service calls came and went with no tech ever showing up to my home. She then suggested that I just take my box to the nearest service center to trade it in for the new vista box (whatever that is) because that would solve my problem “everyone is brining in their old boxes for these new ones” she said. She told me that their service center located on University Blvd would be open until 8:30 pm as they were every night of the week and that I could drive there to avoid a service call…after thinking about it, I decided that might be my best option since I knew the service call would never pan out. So, I got into my car and drove to the center only to find that they had closed at 6pm, which they do everynight as I was informed by an employee leaving the building…”we don’t even do that here” she said when I asked where I needed to go to exchange my box. She told me that I needed to visit another location in town, but it too was closed. I then called again to ask why the representative would have given me misinformation, but of course the representative only said he had no idea and that “we would never do something like that”. Of course not. It’s me. I’m the nut. I know, its really too much to ask to have my cable work properly, even when I pay the bill ahead each month. What is wrong with me to think that they would EVER provide me or my neighbors (all of which on this street are having the same issues-but its really my box that’s causing the problem, lol) with any sort of service at all…I am as I type this waiting on my service tech to come out and replace my “broken” box and check the lines to my house. I’ve called several times this evening to make sure we are still on the list, which everyone assures me we are. The last representative told me that I was being “quite harsh” when I told him that I was going to pack up all four boxes and bring them to their service center tomorrow if the tech did not show up tonight. Harsh? I’m a reasonable person. I only expect to receive the service that I’m paying for, I don’t think that is unreasonable. But, I guess I should let everyone know too that for all my time and to compensate for my leaving work early to meet imaginary services techs, comcast has generously credited my account $20.00, which may pay for my gas yesterday when I drove out to the closed center to try and exchange my box…Anyways, I thank you all for letting me vent my frustrations here on this site and I apologize for the length of this message as I’m at my wits end here…
November 16th, 2009 at 9:15 pm
I too have experienced service problems & quality such as Ronnie. The internet locks up several times a day sometimes doing something important which you loose. They replaced the wire from the pole to the house which cut the internet trouble a LITTLE. They left a banjo string in the tree when they placed the new wire which has bent and almost ripped out hooks. They used fewer brackets and clips than the original installation leaving the cable much more ‘floppy’.
They stole personal cable connectors I payed for. They lefts holes on inside and outside walls. And worst of all my internet still is very fragile even with all the digitalization they have done. As a matter fact since they cut out the last batch of channels the internet locks up even more.
The competition offers of 80-100$ a month for internet,phone and cable are starting to look pretty good since I’m paying almost 130$ for internet and cable with Comcast. OUCH!
November 16th, 2009 at 8:02 pm
Comcast technicians are at my house more than my closest relatives, but they haven’t fixed the problem. The TV programs “break up,” so I get a pixilated picture and a distorted voice. One Comcast guy comes and adds a signal booster, then the next one comes and says there’s too much signal, then the next one adds it again, etc. Sometimes the TV is unwatchable. The service has been this way for years. The customer service line is horrible. I was put on hold for 26 minutes this week. I pay a lot for the service, with 2 DVRs and another regular box. I’d switch to FIOS, but basic cable costs are included in my fees already. The company keeps giving me the run-around, but at this point I’m determined to post everywhere on the Internet that I can. If Brian Roberts wants to grow the company, he needs to start at the grass roots — the customer.
November 16th, 2009 at 3:11 pm
Apparently Comcast is saying they need the bandwidth freed up by transmitting more in digital but yet they are using in some cases 30 year old plant. Perhaps if they had upgraded and added to their existing plant 10 years ago alot of this wouldn’t be necessary. And yet they’ve have seem to have found the money to buyout alot of smaller companies and/or found the money to merge with a major TV network.
Comcast is sorta like one of those companies that have become ‘ too big to fail ‘. Comcast and these other cable tv companies need to regulated just like anyother public utility that uses public rights of way for their poles,holes,cables and equipment boxes. The public should benefit by giving those rights of ways to companies like Comcast. The public should also realize that all this new technology comes with new power requirements and that aspect needs to regulated as well because it seems like they are simply cost shifting their transmission expenses to the public.
And this is why you might want to contact Comcast management, the local public utility regulators and the federal regulators like the FCC or Federal Communications Commission.
November 16th, 2009 at 1:57 pm
CONTACT FOR THE WEST:
Steven A. White as President of the company’s West Division. Mr. White will be the senior executive responsible for Comcast’s video, high speed Internet, and voice operations in Arizona, California, Colorado, Kansas, Minnesota, Missouri, New Mexico, Oregon, Washington, Utah and Wisconsin. Mr. White will begin his role immediately, and will report directly to Dave Watson, Executive Vice President of Operations for Comcast Cable.
Comcast Corporation
1 Comcast Center
Philadelphia, PA 19103 Map
Phone: 215-286-1700