My first experience with sub-par Comcast service was in August 2007. I called Comcast to purchase a package (phone, internet, cable) and was told that phone was not yet available in my area. I purchased internet and was told that I would be contacted as soon as phone was available in my area. Once the phone was available, the Rep said, I could then purchase the ‘triple play’ package at the promotion price of $99.00/month for a limited time. Sounded like a good deal. About a year later, having yet to receive a call from Comcast and lacking a home phone, I asked again about the availability of phone service. I learned that yes, phone was available now, but I was not eligible for the promotional package since I was already a Comcast customer. I learned several of my co-workers suffered the same fate. Because of the shadiness displayed by Comcast, I did not purchase cable service from them.
Now, three years later, I had heard that their customer service had improved. I contacted them and requested cable service to replace my current Direct TV. I was given an appointment for between 5-7 pm on Friday, January 8th. The tech did not show. I was actually not surprised and had expected this due to the traditionally poor customer service and inclement weather in our area. I contacted customer service at 8pm, who confirmed that I had indeed had and appointment. They informed me that they would credit me $20 for the tardiness and that dispatch would call me by 9:30pm with an explanation for the no-show and to schedule a new appointment. Sounded fair to me.
Three days later, at 7pm on Monday the 11th, still no contact from Comcast. Looks like the customer service is still lacking. I have not bothered to contact Comcast again. Instead, I will contact Direct TV tomorrow. I will keep their dish service, and purchase one of their internet/phone packages and cancel my Comcast service. They obviously have too many customers and not enough time to assist them…I will vote with my feet and relieve them of the burden of providing service to me.
I don’t see a particular need to get emotional or angry. Use the power you have, folks…pull your business. Comcast will quickly lose those profits when they cannot keep a customer base. Good job, Comcast!
Once again Comcast shows its lack of concern for its customers. I created an online account to make a one time payment for internet service, and when I attempted to pay my bill it denied me access. The online chat rep was unable to solve my problem, but I was given the telephone number to call to make a payment. Imagine my surprise when I found out that Comcast TACKS ON A $4.95 CHARGE TO PAY YOUR BILL BY PHONE! Rise up Comcast customers and voice your objections to this outrageous charge.
More importantly, ask your elected officials to ensure that you always have a choice of internet service providers! We are currently stuck with just Comcast, but will start lobbying to get a choice for business customers.
I also had horrible experience with Comcast. 2 chat sessions (both useless and frustrating) and one phone discussion. all on the same subject. the ‘Carefree 300 minute” plan to Europe. At one point the rep told me that “Denmark is outside Europe”. Yes, it is in quotes cause he/she said that, and I kept a transcript of the chat. The fourth interaction was with 1-800-comcast pick the disconnect service option. This woman was actually helpful. she fixed all of the overcharges (see Carefree note above) and credited me for services that would never be of any use to me. She also told me how to use 1010987 phone service (telecom USA) instead of the comcast $.40 / minute rate.
The lesson here is to talk to the disconnect people – they are the only ones that seem motivated and enabled to help retain a customer.
I am new to Comcast and probably should have read some info on the web before I decided to switch. I had an installation appt for the Triple Play on Dec 28th. The Comcast guy came in and installed only cable since he said I can’t have a phone line because of my Security system (ADT). After he left my TV and Internet didn’t work and I had to spend all night on the phone w/ Comcast. Apparently he didn’t finish the process by calling the dispatcher to let them know he had finish the installation and they need to turn on my service. The internet went down also and I had to resolve it on my ow again, the installer should have checked it before he left also (according to the Comcast representative). Then I called COmcast again and asked them about the phone, they said that there should be no problem installing the phone line and they’re not sure why the first guy didn’t install it. So, I got another appt for 1/3/10. Meanwhile no one could get a hold of me since my phone has been DISCONNECTED!!!! by Verizon since they realized I was switching services. I was w/out phone (and security) for 3 days!!! My husband is in Afghanistan and I am home w/ 2 small children, I NEED my phone! On the 3rd Matt (Comcast installer) came. I have to say he was very nice and I wish he came the first time (12/28/09). He installed the phone line with the WRONG number!!! He said that the Comcast representative who put in the info must have mistyped my number (the last digit was wrong)!!! So, he spend another hour fixing it. The whole installation lasted 2.5 hours. After he left I wanted to set up my voice mail and couldn’t because it’s not working. I called Comcast that night and it’s still not working (1/7). Called today since promised 72 resolution has passed and it’s not working. I asked the girl to just disconnect it, so I can get messages on my answering machine. I asked her for the manager and she got all fired up. I told her that she shouldn’t take it personally, it’s I who should take it personally since my installation process isn’t finished and has started on Dec 28 of 2009! I have been under such stress with this install. Customer Service Satisfaction had called me and I told them. I hope they care and will push it through to the higher ups. Someone need to call me and resolve it and I need to be compensated for all the crap I had to put up with.
I came home Monday after travelling up North to find my cable Internet was down. I reset the modem and checked the cable connectivity, no good. So I called Comcast, and the woman I spoke with, after putting me on mute (not hold!) for 10 minutes proceeds to tell me that yes, there is an outage in my area and there was a ticket for it, but no ETR. As you’ll find out as I progress, it appears that homegirl just put me on mute to talk to her friends and then told me a lie. Later that evening, after still no luck getting my service back, I called again. This time I at least spoke with a semi-intelligent man who told me that there had been no outage reported in my area. Hmmm! He advised me that he showed a 93% connectivity rate and believed there was a small outtage in my area but couldn’t send a truck out for whatever asanine reason. So he set up an appointment for a tech to come out between 11 and 2 (note: Comcast, why the HELL do you only have appointments until 5? Does most of your customer base NOT have a job? Doubtful since you charge insane prices for your service. Change your tech hours.) So the rep I spoke with told me to call in the morning b/c by that time, they should put two and two together (ha!) and realize it’s an issue on the street, not just my apartment. Then, he says, I can cancel the appt.
Move to the next morning. I call and am on hold the entire time, all while I’m trying to work. I get through to no one. Eventually, I get a call from someone I can only.assume was a tech, but apparently there was a tornado in his area, or he was driving in 30 degree cold with his window down b/c I couldn’t understand a Damn word he said. I told him to call me back when he got in a better area. He didn’t. I called him (still have his # by the way) and left a message. Nothing. I even went so far as to call my property mgr to let him in.
Called later to Comcast and after another 30 minute hold, got another woman who proceeded to tell me that dude from earlier CANCELLED my appt b/c I didn’t answer the pre-call. WHAT? I called him back! So the woman tells me that they have to schedule ANOTHER call for Thursday from 8-11 (again, I WORK FOR A LIVING. THIS IS INCONVENIENT!) But they’ll try to push for Wednesday. However, if I don’t hear from them, I should ASSUME they can’t and put a pause on my life so I can be around for someone to show up, right at 11 I’m sure, to fix a problem that is probably not even in my apartment!
So listen, Comcast. You need to fix this NOW. I need a tech to come out after 5pm, preferably today. If this isn’t resolved, I will disconnect and go with another provider. Do you really wanna lose a longtime customer who pays her bill on time every month?? Fix this. Now.
Comcast will not honor its original price quote we recieved when we signed up for services. Equipment we first recieved was horrible. Noone informed us that there would be a hook up fee of $100. Noone never calls me back, even when a supervisor promises to they don’t. I have to call at least once a week and at least 4-6 times a month because they still haven’t fixed our bill. Noone will fix our problem. I hate comcast and wished I had never left my loyal satellite provider of six year for this horrible horrible company. Comcast must fix this now!!!
Another update (see posts 336-7-8). Comcast tries again to respond to my simple question: if I sign up for the HD Starter Triple Play, what HD channels will I get, and where can I see this in writing?
Walter says: “On your list that we went, any HD channels from 1-111 are the HD starter channels, thank you.”
Perhaps English is Walter’s second language and he just has trouble understanding. Or, maybe he’s just tired of me. Or just tired.
According to Comcast’s site, there are no HD channels from 1-111. Of course, I’m sure if I do sign up for the HD Starter Triple Play, I will get some HD channels. I’m sure their site is wrong, and someone could simply clear up the problem. Someone could. But so far, no one at Comcast will. It’s just incredible that when someone wants to buy more services from Comcast, Comcast can do nothing but chase it’s own tail.
So, I’ve sent my request for clearer communications to Alana Davis, Sr. Director of Corporate Communications – Video Communications. Let’s see if she responds — and can communicate any better than Walter.
I already knew that our county gov’t was the local franchise authority responsible for “managing” Comcast. I just spoke to the FCC about my service concerns with Comcast and learned that in GA the Cable Television Assoc of GA at 404-407-5162 is responsible for managing the local franchise authorities. I have a call into them to see what they have to say…..
January 11th, 2010 at 7:28 pm
Account Number: 01720344829028
Muskegon, MI
My first experience with sub-par Comcast service was in August 2007. I called Comcast to purchase a package (phone, internet, cable) and was told that phone was not yet available in my area. I purchased internet and was told that I would be contacted as soon as phone was available in my area. Once the phone was available, the Rep said, I could then purchase the ‘triple play’ package at the promotion price of $99.00/month for a limited time. Sounded like a good deal. About a year later, having yet to receive a call from Comcast and lacking a home phone, I asked again about the availability of phone service. I learned that yes, phone was available now, but I was not eligible for the promotional package since I was already a Comcast customer. I learned several of my co-workers suffered the same fate. Because of the shadiness displayed by Comcast, I did not purchase cable service from them.
Now, three years later, I had heard that their customer service had improved. I contacted them and requested cable service to replace my current Direct TV. I was given an appointment for between 5-7 pm on Friday, January 8th. The tech did not show. I was actually not surprised and had expected this due to the traditionally poor customer service and inclement weather in our area. I contacted customer service at 8pm, who confirmed that I had indeed had and appointment. They informed me that they would credit me $20 for the tardiness and that dispatch would call me by 9:30pm with an explanation for the no-show and to schedule a new appointment. Sounded fair to me.
Three days later, at 7pm on Monday the 11th, still no contact from Comcast. Looks like the customer service is still lacking. I have not bothered to contact Comcast again. Instead, I will contact Direct TV tomorrow. I will keep their dish service, and purchase one of their internet/phone packages and cancel my Comcast service. They obviously have too many customers and not enough time to assist them…I will vote with my feet and relieve them of the burden of providing service to me.
I don’t see a particular need to get emotional or angry. Use the power you have, folks…pull your business. Comcast will quickly lose those profits when they cannot keep a customer base. Good job, Comcast!
January 7th, 2010 at 2:43 pm
Once again Comcast shows its lack of concern for its customers. I created an online account to make a one time payment for internet service, and when I attempted to pay my bill it denied me access. The online chat rep was unable to solve my problem, but I was given the telephone number to call to make a payment. Imagine my surprise when I found out that Comcast TACKS ON A $4.95 CHARGE TO PAY YOUR BILL BY PHONE! Rise up Comcast customers and voice your objections to this outrageous charge.
More importantly, ask your elected officials to ensure that you always have a choice of internet service providers! We are currently stuck with just Comcast, but will start lobbying to get a choice for business customers.
January 7th, 2010 at 1:37 pm
I also had horrible experience with Comcast. 2 chat sessions (both useless and frustrating) and one phone discussion. all on the same subject. the ‘Carefree 300 minute” plan to Europe. At one point the rep told me that “Denmark is outside Europe”. Yes, it is in quotes cause he/she said that, and I kept a transcript of the chat. The fourth interaction was with 1-800-comcast pick the disconnect service option. This woman was actually helpful. she fixed all of the overcharges (see Carefree note above) and credited me for services that would never be of any use to me. She also told me how to use 1010987 phone service (telecom USA) instead of the comcast $.40 / minute rate.
The lesson here is to talk to the disconnect people – they are the only ones that seem motivated and enabled to help retain a customer.
January 7th, 2010 at 1:04 pm
Great content which I found very useful – will surely come back again.
January 7th, 2010 at 11:17 am
I am new to Comcast and probably should have read some info on the web before I decided to switch. I had an installation appt for the Triple Play on Dec 28th. The Comcast guy came in and installed only cable since he said I can’t have a phone line because of my Security system (ADT). After he left my TV and Internet didn’t work and I had to spend all night on the phone w/ Comcast. Apparently he didn’t finish the process by calling the dispatcher to let them know he had finish the installation and they need to turn on my service. The internet went down also and I had to resolve it on my ow again, the installer should have checked it before he left also (according to the Comcast representative). Then I called COmcast again and asked them about the phone, they said that there should be no problem installing the phone line and they’re not sure why the first guy didn’t install it. So, I got another appt for 1/3/10. Meanwhile no one could get a hold of me since my phone has been DISCONNECTED!!!! by Verizon since they realized I was switching services. I was w/out phone (and security) for 3 days!!! My husband is in Afghanistan and I am home w/ 2 small children, I NEED my phone! On the 3rd Matt (Comcast installer) came. I have to say he was very nice and I wish he came the first time (12/28/09). He installed the phone line with the WRONG number!!! He said that the Comcast representative who put in the info must have mistyped my number (the last digit was wrong)!!! So, he spend another hour fixing it. The whole installation lasted 2.5 hours. After he left I wanted to set up my voice mail and couldn’t because it’s not working. I called Comcast that night and it’s still not working (1/7). Called today since promised 72 resolution has passed and it’s not working. I asked the girl to just disconnect it, so I can get messages on my answering machine. I asked her for the manager and she got all fired up. I told her that she shouldn’t take it personally, it’s I who should take it personally since my installation process isn’t finished and has started on Dec 28 of 2009! I have been under such stress with this install. Customer Service Satisfaction had called me and I told them. I hope they care and will push it through to the higher ups. Someone need to call me and resolve it and I need to be compensated for all the crap I had to put up with.
January 6th, 2010 at 10:11 pm
christiana what area do you live? I know in my region we run time frames as early as 7-10am, and as late as 5-7pm, sat/sun included.
January 6th, 2010 at 1:11 pm
I came home Monday after travelling up North to find my cable Internet was down. I reset the modem and checked the cable connectivity, no good. So I called Comcast, and the woman I spoke with, after putting me on mute (not hold!) for 10 minutes proceeds to tell me that yes, there is an outage in my area and there was a ticket for it, but no ETR. As you’ll find out as I progress, it appears that homegirl just put me on mute to talk to her friends and then told me a lie. Later that evening, after still no luck getting my service back, I called again. This time I at least spoke with a semi-intelligent man who told me that there had been no outage reported in my area. Hmmm! He advised me that he showed a 93% connectivity rate and believed there was a small outtage in my area but couldn’t send a truck out for whatever asanine reason. So he set up an appointment for a tech to come out between 11 and 2 (note: Comcast, why the HELL do you only have appointments until 5? Does most of your customer base NOT have a job? Doubtful since you charge insane prices for your service. Change your tech hours.) So the rep I spoke with told me to call in the morning b/c by that time, they should put two and two together (ha!) and realize it’s an issue on the street, not just my apartment. Then, he says, I can cancel the appt.
Move to the next morning. I call and am on hold the entire time, all while I’m trying to work. I get through to no one. Eventually, I get a call from someone I can only.assume was a tech, but apparently there was a tornado in his area, or he was driving in 30 degree cold with his window down b/c I couldn’t understand a Damn word he said. I told him to call me back when he got in a better area. He didn’t. I called him (still have his # by the way) and left a message. Nothing. I even went so far as to call my property mgr to let him in.
Called later to Comcast and after another 30 minute hold, got another woman who proceeded to tell me that dude from earlier CANCELLED my appt b/c I didn’t answer the pre-call. WHAT? I called him back! So the woman tells me that they have to schedule ANOTHER call for Thursday from 8-11 (again, I WORK FOR A LIVING. THIS IS INCONVENIENT!) But they’ll try to push for Wednesday. However, if I don’t hear from them, I should ASSUME they can’t and put a pause on my life so I can be around for someone to show up, right at 11 I’m sure, to fix a problem that is probably not even in my apartment!
So listen, Comcast. You need to fix this NOW. I need a tech to come out after 5pm, preferably today. If this isn’t resolved, I will disconnect and go with another provider. Do you really wanna lose a longtime customer who pays her bill on time every month?? Fix this. Now.
January 2nd, 2010 at 3:11 pm
Comcast will not honor its original price quote we recieved when we signed up for services. Equipment we first recieved was horrible. Noone informed us that there would be a hook up fee of $100. Noone never calls me back, even when a supervisor promises to they don’t. I have to call at least once a week and at least 4-6 times a month because they still haven’t fixed our bill. Noone will fix our problem. I hate comcast and wished I had never left my loyal satellite provider of six year for this horrible horrible company. Comcast must fix this now!!!
December 31st, 2009 at 11:18 am
Another update (see posts 336-7-8). Comcast tries again to respond to my simple question: if I sign up for the HD Starter Triple Play, what HD channels will I get, and where can I see this in writing?
Walter says: “On your list that we went, any HD channels from 1-111 are the HD starter channels, thank you.”
Perhaps English is Walter’s second language and he just has trouble understanding. Or, maybe he’s just tired of me. Or just tired.
According to Comcast’s site, there are no HD channels from 1-111. Of course, I’m sure if I do sign up for the HD Starter Triple Play, I will get some HD channels. I’m sure their site is wrong, and someone could simply clear up the problem. Someone could. But so far, no one at Comcast will. It’s just incredible that when someone wants to buy more services from Comcast, Comcast can do nothing but chase it’s own tail.
So, I’ve sent my request for clearer communications to Alana Davis, Sr. Director of Corporate Communications – Video Communications. Let’s see if she responds — and can communicate any better than Walter.
December 30th, 2009 at 3:40 pm
I already knew that our county gov’t was the local franchise authority responsible for “managing” Comcast. I just spoke to the FCC about my service concerns with Comcast and learned that in GA the Cable Television Assoc of GA at 404-407-5162 is responsible for managing the local franchise authorities. I have a call into them to see what they have to say…..