Sent to “Rick” at comcast.com
Hi
Apparently your service ordering system is broken, as I called 3 nights ago to order Triple Play (order# 379775214), was informed I was to arrange a site survey, which I used my time to do (ticket #1287236). Today we received a phone message stating service is available at our address, our address was in your database and we were to call the 1800 number to arrange install.
Upon calling the number, was now informed that digital telephone service was not available for our address, so the Triple Play was not available; was then offered high speed internet and cable (DVR/high-definition channels, HBO for 6 months) for 52.98/month for one year, requiring a one year commitment. Upon seeking to order this, I was requested to provide SSN for a credit check; I told your CSR I would have to see your policies on SSN before providing this information over the phone and call back. I found the policies on your website, read them and called back.
Our address then could not be found in your system and we have to have a site survey done. I informed your CSR that one was already done and we were instructed to call you back; I was then transferred to another number which just played a message that the office was now closed (listed on website as being available 24 hours day/7 days week). I called back again, was then told our address could not be located in the system, I told this CSR again that we received a message instructing us to call and arrange installation–and trying to do that. I was again told they cannot locate our address in the system and they have to arrange another site survey, so I requested him to escalate this matter to a manager as something is broken here, have now wasted 2 hours trying to order as a new customer.
A “manager” came on the phone, ID’ed himself as Michael #31301, stating they cannot locate our address on your system and we have to contact the local office to arrange a site survey. I told “Michael” we have already had this done, received a call message to follow up and was trying to order service as a new customer but you seem incapable of getting this done, so further escalate this to someone who can and was told by Michael there is nothing further he could do.
Finding it incredible that you jerk potential new customers around like this–something is broken there!
Stephen Roy
I would like to apologize for this poor experience. I can certainly understand your frustration. Our team also works for Rick Germano out of the Corporate office. I’d like to look further into your concerns and see that they are addressed. When you have a moment, please email us at the address below. We’re here if you need us.
I have no problem with Comcast switching to all digital. However, they also decided to encrypt all of their channels except for the local networks. This has absolutely nothing to do with the digital switchover. It is completely unneccesary except that it forces people to put boxes or cablecards on all of their tvs, Tivos, etc. I have been a Comcast customer for 20 years and have been paying them almost $200/month for much of that time. Well, that will be ending. I have no intention of hooking cable boxes to all of my tvs or getting cablecards in order to use my Tivo.
I live in Michigan and they plan to begin encrypting the channels in October. I will be cancelling my service at that time. And before you send me your canned response about the digital conversion increasing the number of channels, blah, blah blah, let me reiterate that the digital conversion is fine. It is the unnecessary encryption that is costing you my business.
Trying to cancel service:
I called Comcast on May 19th to cancel my service because I was moving. The services in my house stopped immediately and I returned all of my equipment, however, I am still being billed. My current bill is almost $600 for services that I no longer have.
I was told in the beginning of June that I would receive bills until the service was turned off at the box outside. I was also told that it was scheduled to be turned off around the middle of the month. I called to confirm this and was told that the service was turned off but the account was not closed out yet. The representative said that in 4-6 weeks I would be getting a $40 refund. However, nearly 4 weeks later, I have received another bill.
I called today and spoke to “Richard” ID#RON (he insists that 5 digit ID#s don’t exist). Richard said that the service was not turned off last month, as I was told, but was scheduled to be turned off today. He had no information about why the service wasn’t turned off last month.
At this point I am very concerned about the 3 bills that I have received and was told to ignore by representatives. I have nothing in writing telling me to disregard these bills and am worried about the impact that this could have on my credit if what I am being told is inaccurate. Also, I tried to call the local number in hopes of getting more information but was routed to a billing center in Texas. This representative said that all my calls would be routed there because my account appears to be overdue.
I would like someone from Comcast to contact me ASAP to let me know if my service was actually canceled today and when I can be expecting my credit. Also, if for some reason you have to leave a voicemail please leave me a number where I can actually contact you back.
Calvie – 09592787582-01-4
I’m not a Richmond rep of comcast, so giving you my ID would be redundant, but the tech went out and disconnected the account today. I’d say to call in to get your updated balance, but, from just eyeballing your account, it looks like you will get a credit of $30.03.
City Desk wrote:
> Hi Stephen,
>
> We sincerly apologize for your experience. We need the service address
> and a good contact number for you. We would like to address this.
>
> Sherri C
> Comcast Corporate Office
>
>
> From: steve[SMTP:ROYSTPHNJ@VERIZON.NET]
> sent to “Rick” at Comcast.com, apparently Rick Germano Senior Vice
> President of Customer Operations
> Hi
> Apparently your service ordering system is broken, as I called 3 nights
> ago to order Triple Play (order# 379775214), was informed I was to
> arrange a site survey, which I used my time to do (ticket #1287236).
> Today we received a phone message stating service is available at our
> address, our address was in your database and we were to call the 1800
> number to arrange install.
> Upon calling the number, was now informed that digital telephone service
> was not available for our address, so the Triple Play was not available;
> was then offered high speed internet and cable (DVR/high-definition
> channels, HBO for 6 months) for 52.98/month for one year, requiring a
> one year commitment. Upon seeking to order this, I was requested to
> provide SSN for a credit check; I told your CSR I would have to see
> your policies on SSN before providing this information over the phone
> and call back. I found the policies on your website, read them and
> called back.
> Our address then could not be found in your system and we have to have a
> site survey done. I informed your CSR that one was already done and we
> were instructed to call you back; I was then transferred to another
> number which just played a message that the office was now closed
> (listed on website as being available 24 hours day/7 days week). I
> called back again, was then told our address could not be located in
> the system, I told this CSR again that we received a message instructing
> us to call and arrange installation–and trying to do that. I was again
> told they cannot locate our address in the system and they have to
> arrange another site survey, so I requested him to escalate this matter
> to a manager as something is broken here, have now wasted 2 hours trying
> to order as a new customer.
> A “manager” came on the phone, ID’ed himself as Michael #31301, stating
> they cannot locate our address on your system and we have to contact the
> local office to arrange a site survey. I told “Michael” we have already
> had this done, received a call message to follow up and was trying to
> order service as a new customer but you seem incapable of getting this
> done, so further escalate this to someone who can and was told by
> Michael there is nothing further he could do.
> Finding it incredible that you jerk potential new customers around like
> this–something is broken there!
> Stephen Roy
> tips@consumerist.com
> http://customer-circus.com/post-comcast-customer-complaints-here/
>
>
304-267-0394(h)
169 wren street north
martinsburg wv 25405
got home from work, found an mail:
“We have received your e mail and thank you for using Comcast’s online
email support. One of our Comcast customer support representatives will
get back to you, likely within just a few hours. In the meantime, you
may find our FAQs helpful to resolve your inquiry so we invite you to
visit http://help.comcast.net. Or, for more immediate attention to your
situation, try “Ask Comcast”, a real time chat service, available by
visiting http://www.comcast.net and clicking on the AskComcast link at
the top of the page. We look forward to working with you.
Sincerely, Your Comcast Support Team”
and :
City Desk wrote:
> Hello Steve,
>
> What’s the telephone number on the account?
>
> Thanks
>
>
my email reply to 2nd CityDesk email:
304-267-0394–called your what I found is your Manassas center tonight, to resolve this before the “local” office closed and any customer service available 24/7 as advertised on your website–is not actually available other a message informing the local office is closed.
Your sales person then obtained the address information, stated it was entered as 169 Wren Street, as “North” is “directional” (complete address is 169 Wren Street North) took 20 minutes on hold to confirm that service is available, did not want the ticket or order #’s when offered.
Told him we started with Triple Play in this process, but digital phone then wasn’t available, was offered high definition channels and DVR, and performance internet package, for $52.98 for one year, with one year commitment last night. Your CSR then expressly stated it, internet and digital TV, was a few dollars more at $55.02 monthly but only 6 months, then expressly stated he could a better deal for one year, but it would be $18 more.
Told him if he didn’t have the authority to honor the offer I was made last night, to get his supervisor involved as there is some history with this. I don’t consider $18 more to be a better offer.
After another 15 minutes, someone who identified herself as the “supervisor” and “Mira”, and upon further request “the only Mira in the Manassas Center” and “703-709-8974″ as her direct phone line; I told her I was documenting this contact as I would also be following up with a reply to a Comcast corporate email and Consumerist magazine as to this experience–I then again explained above, Mira stated she could not honor the offer but would see what she could do–$69.99 for the internet and TV (I assume this is similar to the “$18 more” previously). I then offered her the original order # and ticket # for the site survey and she stated I “couldn’t possibly have an order #” as they have to do a ticket #–she did not actively listen but cut me off with this, kept “overtalking” about there’s no offer like, noone can do an offer like that and running on whenever I asked if she could please listen–so I could provide the order # I have from the original call (Your CSR instructed me to write it down!). I told her if she does not have the authority to resolve this, then let me speak to your supervisor–she became argumentative and stating the supervisor would only tell me the same–I again had to request “would you please listen a second” repeatedly, then requested to have her supervisor call me, she stated I would have to wait until Monday as its Friday night, the supervisor is off, and she (Mira) is in charge of the call center until 10 PM, etc.–before asking me for my phone number and name, and when i asked the supervisor’s name who is supposed to call me, she rapidly stated “Dessica”–so I had to ask again and how its spelled.
Quite frankly, we could have gotten to the same place more than 15 minutes or so earlier (approximately 50 minutes with the double hold) had your the supervisor been willing to listen before assertively responding and cutting me off. Lack of actually hearing exactly what a potential customer is relating–in this instance, our complete street name–the confirming phone call left at our residence had “169 Wren North Street”, your CSR said it was “169 Wren Street”–north being “directional”–our complete street address was not being recorded correctly. its clear that active listening and repeating back to confirm is lacking in this process.
> From: steve [mailto:roystphnj@verizon.net]
> Sent: Thursday, July 16, 2009 11:41 PM
> To: Subject: comcast customer service is broken
> sent to “Rick” at Comcast.com, apparently Rick Germano Senior Vice
> President of Customer Operations
> Hi
> Apparently your service ordering system is broken, as I called 3 nights
> ago to order Triple Play (order# 379775214), was informed I was to
> arrange a site survey, which I used my time to do (ticket #1287236).
> Today we received a phone message stating service is available at our
> address, our address was in your database and we were to call the 1800
> number to arrange install.
> Upon calling the number, was now informed that digital telephone service
> was not available for our address, so the Triple Play was not available;
> was then offered high speed internet and cable (DVR/high-definition
> channels, HBO for 6 months) for 52.98/month for one year, requiring a
> one year commitment. Upon seeking to order this, I was requested to
> provide SSN for a credit check; I told your CSR I would have to see
> your policies on SSN before providing this information over the phone
> and call back. I found the policies on your website, read them and
> called back.
> Our address then could not be found in your system and we have to have a
> site survey done. I informed your CSR that one was already done and we
> were instructed to call you back; I was then transferred to another
> number which just played a message that the office was now closed
> (listed on website as being available 24 hours day/7 days week). I
> called back again, was then told our address could not be located in
> the system, I told this CSR again that we received a message instructing
> us to call and arrange installation–and trying to do that. I was again
> told they cannot locate our address in the system and they have to
> arrange another site survey, so I requested him to escalate this matter
> to a manager as something is broken here, have now wasted 2 hours trying
> to order as a new customer.
> A “manager” came on the phone, ID’ed himself as Michael #31301, stating
> they cannot locate our address on your system and we have to contact the
> local office to arrange a site survey. I told “Michael” we have already
> had this done, received a call message to follow up and was trying to
> order service as a new customer but you seem incapable of getting this
> done, so further escalate this to someone who can and was told by
> Michael there is nothing further he could do.
> Finding it incredible that you jerk potential new customers around like
> this–something is broken there!
> Stephen Roy
> tips@consumerist.com
> http://customer-circus.com/post-comcast-customer-complaints-here/
>
>
and the email CSR from website:
Thanks for your message. I am out of the office on July 17, but will be back on line late this weekend. If this is urgent, please contact Gretchen Mahlmann at 215.286.3047 or gretchen_mahlmann@comcast.com.
Called and left message at this phone number–Gretchen’s message stated away from desk.
Still trying to understand why I would be provided seemingly misleading offers like this–which is not being honored in follow up after a site survey to confirm availability, then terrible customer service.
Copied to all previously involved. To date, noone has called m, I’ve had to call only to repeat the experience!
Stephen Roy
169 Wren Street North
Martinsburg WV 25405
304-267-0394
ive had cable since oct.07 my wife and i both have told them since day one that our cable blocks.cant even make it threw a 30min show.i finally got ahold of maurice e. watson executive support specialist.he tells me ill get techs out there and we,ll get it fixed. well now a month of haveing techs at my house almost everyday i still have same problems.and im on cable box number7 now.im feed up ive paid for crappy service for to long.on monday im going to write aletter to brian roberts ceo& chairman and im sending that letter to all the executives at comcast.im also to the point of letting my att. general with all my video proof i have hours of video that i recorded showing the blocking everyday.its sad that i have to go that route but ive tried everything i could but almost two years of this crap is enough i wish i could get back every cent ive paid them im disabled i can barely efford to pay the bills i have but ive managed to pay them not no more after i talk to my att. general im going to contact the media cause its about time they get sum kind of fine or punishment for this ive gave them chance after chance to fix the problem and its got me nowhere.so comcast you did it to yourself
I’ve contacted customer service over the phone several times because I’m being charged for renting a cable modem that I’ve OWNED for over three years now. Comcast reps keep telling me that I have to go into one of the service centers with a receipt and prove that I own my cable modem. The only receipt I have is a Best Buy rebate receipt that shows I bought a Comcast Self-Install Kit and cable modem. So I went into the service center with that information and they said they couldn’t accept it because the receipt didn’t have the modem’s serial number. I’m fine with paying the extra 3 bucks a month for the mistakes (they happen) but I’ll be damned if they want to take my $80 modem when I cancel my service at the end of this month. If they don’t get this fixed I would rather go without internet and cable than pay Comcast another dollar. If they do fix it then I’ll be happy to continue working with them. Their choice.
After spending all day dealing with the issues I am having with Comcast, including the rude Street Thug Tech they sent out to my residence (without the proper equipment, and leaving without fixing any of my issues), I have to question why this site (a consumer site)displays sponsored ads paid by Comcast!
But you know you can exclude certain ads from Google’s AdSense program
Anyway, here in Arlington, Comcast is God awful ….yesterday I had to go to the local Comcast office (not the Manassas, VA one, aka the hammer lady office….she is my hero ) lol…..The line was out the door with people returning their cable boxes. I am in an unfortunate situation. In my case, Comcast is my only option for high speed Internet. Verizon doesn’t offer FIOS OR DSL at my address. They couldn’t even tell me why! That is very puzzling since Arlington, VA is a large metropolitan area, AND a friend of mine one block up the street has Verizon DSL
I’ve been a Comcrap customer for almost 8 years with both tv and internet. Because the internet was ordered a couple of months after the tv they were billed separately. The first couple of years they were still AT&T broadband. When they were AT&T the service, both actual and customer service, were great. When Comcrap took over the service went into the toilet and never recovered.
Last December to make up for screwing me over, they improved my internet speed and discounted my bill. I didn’t notice any improvement in service, but did appreciate the $17 discount. (My bill was $42.95 before the discount) Then three months later my bill is $60 plus a $ 0.99 maint fee. I called and complained and told them to put it back the way it was before they changed it. That included speed and cost. They said they would. I also talked to them about lowering my bill for tv. They got it down to $82 by shuffling discounts. They lowered my internet speed to about 1200kbps to 1500kbps where my speed before the changes had been about 20000kbps. I called again. they returned the original speed. My internet bill only went down to $52.95 plus the new $0.99 maint fee. I complained again. They refuse to lower it saying I have to combine my accounts to get the lower price. They did offer me $10 off for three months for being a valued customer. I suggested I should look elsewhere for internet service and was told that DSL is a dying technology. Funny comcrap has again lowered internet speeds to the equivalent of locally equivalent available DSL. Must be getting me used to that speed for when I change. My tv bill was never lowered either. In fact, instead of decreasing, it has increased every month since. They also now include a $0.99 maint fee for that too. How many maintenance plans do I need for one house? I made the mistake of messing around with them too long and my tv service was interrupted last week. Now they want me to pay the full balance due, including the overcharges, before they will discuss my account. The final cut-off date is 7-28. In this day and age and with comcast being the communications company it is I find it disturbing that my only recourse has been to write a letter to executive customer service to an address in Fife, WA. I mailed one, and have yet to hear back. (Big suprise!) Since then I have been looking at available alternatives. Dish, Direct TV, Qwest DSL. They all seem to offer quite a bit more for a lot less. What a shame. Loyalty means nothing to these fools. Ask AOL, When I leave for poor service, I don’t come back. I always recommend against as well.
I just noticed a few minutes ago. I got an email from the marketing manager of this site. He has set some filters to eliminate comcast ads from showing up on here. After what Comcast has put me thru over the past few months (including today when I was practically afraid for my life when the “Tech” this company sent out to “fix” my Internet speed issue, and HD TV freezing all the time)…….yelled at me because his paperwork didn’t match my documentation about the Internet speed, and then he stormed out of my condo (but not before knocking over a chair by the door. I’ve just never seen anything like this before, and at this point I don’t even know what I can do to get these problems fixed once and for all. Ideas anyone? Thanks!
My husband and I have been Comcast customers for about 3 months. I had originally boycotted Comcast after a year of hideous service in 2001, but since we wanted to get an HD package and we used high speed, it made sense to go over to Comcast rather than have 2 different companies. Since literally the first minute of the installation process, we have had nothing but problems. I will say in their favor that the people in the Little Rock area have been very polite and friendly. My ability to compliment Comcast ends there. Selected problems include:
*Failure to properly conduct the ordering process resulted in the installers not having the proper equipment with them, and refusing to do the install because they never bothered to ask if we owned or rented. A phone call from the owner of the house was not good enough, so apparently there is a policy in place, just not one that is observed in a timely or helpful manner.
* Once proper equipment was delivered, it looked like it had been dragged behind the truck all the way from dispatch to our house. Given that one of the items was a DVR, this jostling about caused the unit to fail shortly thereafter, which necessitated yet another service call.
* Our internet is absolute GARBAGE. We are supposed to be at more than double the speed of our old DSL connection, and instead, we are at about 1/3 of the speed, and we have outages and crashes no fewer than 5 times per day. We have been dealing with this since the first week, and every solution that has been proposed has either been a total failure, or has been done in a half-a**ed way. First, we got an amplifier. That didn’t help. Then, someone came out to look at the lines, and we were told that we were too far away from the pull-box to get a good signal. He said it in a determinative way, like it was something we were supposed to accept, and that it was our responsibility to move our house or accept crappy service, rather than the responsibility of Comcast to either fix it, or not offer services and accept payment for services that it is without the infrastructure to support.
* I finally got in touch with someone who went out of her way to help me, but she can only dispatch the techs, not make them competent or energetic. We went through a couple of different guys, who eventually came to the conclusion that we needed to be patched on a different panel, but that the one that was actually close to us lacked an available port. Again, determinative – not even on the radar that they might need to go ahead and get that fixed.
* I called about a month ago to report that our service seemed to be worsening, and was promised that we would be upgraded to the fastest package they offered, in hopes of increasing our signal strength. They also threw in 3 months of Showtime to make me feel better. Except that they never actually did either of those things. I waited patiently for it to kick in, and when I called back to inquire, it was determined that the items had been placed in my file, but never ordered. After 40 minutes on hold (with a lovely lady who was polite and apologetic), they finally put it through. Our signal has actually gotten WORSE. We are barely able to get online, let alone do anything that requires any real power behind it. Given that my husband has to remote in to his satellite offices, this is more than just an “I need to check my facebook” issue.
* The last tech who was supposed to fix it determined that we needed new lines from the house to the box. He ordered a different tech to come install. No one came. Called customer service to inquire, discovered that the order showed up as canceled. A new tech was supposed to come out today – with no need for anyone to be home. Just so happens we know better, and my husband stayed home from work. They did actually send someone who was apparently not even an outside tech, and who lied to the dispatcher about trying to get in touch with us to work on the stuff. He left a sticky note of the “sorry we missed you” variety, and said he couldn’t get an answer. We have dogs. Yippy, spastic ones. If he’d so much as coughed near the door, we’d have known it. In reality, the note probably should have said, “Sorry I didn’t even ring the bell, and put on my ninja slippers to place this note, but don’t worry, because even if I had spoken to you, I’m not the tech you are looking for.”
Even the obnoxiously voluminous rambling of this post doesn’t begin to touch on the myriad other issues we’ve had. Friendly people in the call center is really not reason enough to justify staying with a company that clearly does not take customer service seriously until the complaints are broadcast beyond the confines of direct communication. We have said it before, and I will post it here – if Comcast can’t provide us with the service promised, they ought not to be allowed to charge us full rate while also costing us money in lost time, lost ability to work, and supplemental efforts on our part to deal with the problem.
I’m a current customer for Comcast cable who is looking for a new internet provider. In at least 2 places on the Comcast website I’m informed that, should I wish to choose Comcast for my internet needs, a self-installation kit will be sent to me on request:
When I called, I was informed that no kit could be sent to me. Not that they were out of stock. That one could not EVER be sent to me. That my options were a service call at my expense or going to the local Comcast office between 8 a.m. and 5 p.m. Monday through Friday. Like much of the world, I am at work during those hours.
I’m a customer who was considering spending additional money with Comcast on a new service, however the very first request for a promised benefit was denied. What sort of a first impression does that make? Why should I presume that future promises regarding that service will be kept?
Updating situation above; noone from Comcast corporate nor customer service had tried to reach me by phone directly, only response I received was from a local office rep named Tom; 2 individuals came to our house today, put cable wire under the road and dug into our lawn to the garage and put cable wire in the ground (no conduit); so I called Tom back today, let him know noone had called me as he said they would, he said they had scheduled installation for tomorrow when he checked the account, I questioned why as there was no specific agreement other original offer–he could do the offer originally extended and would have installers come out today as I was home sick.
2 installers arrived late PM, but didn’t have a HD DVR, a 3rd arrived with a HD DVR, started to install digital box instead of another HD receiver (found out later on they did install a digital receiver instead, was led to believe it was HD when I asked), and cable modem for Performance HSI. Worked quickly and good install otherwise, I do credit Comcast for its local service–3 installers and quick work is commendable and deserves good mention.
Seems there’s a disconnect and corporate people don’t communicate back other than autoreply or standard apology (saw a ton of similiarly worded messages from coproate Comcast reps, apologizing–no direct follow up beyond that and when I called a phone number one provided in autoreply away from office email–she answered and transferred to “President’s” office for executive assistant–after holding 15 minutes, I hung up.
Anyway the frontline folks are trying to do good and if you get past the call center screening and corporate autoreply crapola, it got done. Called about digitial eceiver instead of HD, call center CSR arranging delivery and exchange evening after next. We’ll see.
Called DirecTV to cancel existing service (they confirmed inability to bundle in our area still, though I got both Verizon DSL and DirecTV services separately that were being offered with Verizon landline phone (which I maintain for landline)–wouldn’t combine in a bundle as preexisting services. DirecTV disconnected my first call after I stated “cancellation” on voice menu!!!
SWEET RELIEF! Unlike many of you my time dealing with Comcast was relatively short, but man was it painful. I was a customer for just over a year and thankful here in most of Northern Virginia (my sympathies to Brian who posted above) we now have Verizon. I will spare the fully litany of problems with Comcast, here are just the highlights:
–Took more than an hour to do my original order, the operator thankful was based in the US and well meaning, but disappointingly was very poorly trained and equipped – it took three tries to get the order in due to system (and likely user) errors
–When they did the install weeks later (earliest I could get) the woman left while it was still ‘booting up’… of course then it did not work. Took nearly 4 hours worth of calls to clear up the mess and a visit from another tech days later
–The service went out multiple times including once when someone had switched something on the back end of our account – that one was fun, kept calling and being told to reboot, finally they sent out a tech only to learn it was a simple account setting. Just how poorly is their system designed and are their people trained?
–Skipping many other things… Then after that suddenly a year in my bill spikes dramatically. We had debated Verizon but figured the Comcast was working and they are the devil we know. So I called to see what could be done about the bill, figuring with Verizon rolling out they would be prepared to price match or at least get close. That call was painfully long (again) and involved many people only to find out that my only option was to take a reduction in package and still pay much more than Verizon. I had them do that. Then as if sent from heaven (cue the music) – the very next day a Verizon sales person appeared at our door. And thus begun our VERY happy relationship. Just to top off the Comcast experience… sitting at lunch one day I look out the window to see someone in skull cap and casual clothing walking up the side of my house, into the public forest area behind my house (ok, someone cutting through, it happens, but still suspicious), only to have that person then come back up and go into my back yard. Hello? Don’t people get shot like that? No uniform, no courtesy knock on the door to say what he was here for. When I approached him he said coldly, ‘you switched to Verizon so I’m here to take our stuff back’, leaving it to me to deduce who he worked for. I almost felt like if I had not approached him he was going to slash the Verizon connection as some sort of corporate thuggery… again, just a feeling, not accusing the good people of Comcast of anything like that.
Through all of that was only offered very minor compensation for all the time I had to spend, it was so low it was honestly an insult.
I do wish them the best in trying to fix things, having run call centers and been involved in complex operations I have empathy for them. That said, if you have Verizon as an option, you might want to at least give them a call – Comcast has no contracts, so you can cancel anytime.
I want to give an update about my situation with Comcast. The day after I reported the service problems (on here) and the Comcast technician who “visited” my residence (which went terribly wrong), Comcast corporate has emailed and called me. I provided detailed information about my service related issues. The corporate office is now working with the regional office to get them resolved. They outlined what would be done including possible re cabling of the coax into my condo. They seem sincere. We will see, I have another appointment this Sunday (the same time and hours as my last appointment). I’ll be sure to report back about what happens.
Thank everyone!
Cable subscribers for 20 years at present address. 3 TVs all worked perfectly after dtv 6.12.09.
July 1 @ 2pm lost 35 channels, called Comcast.
7/3/09 Comcast guy said “network enhancement/pick up converter boxes” -did that. 7.9.09 With converters, 1 TV worked, 2 did not. Called Comcast, 2 converter boxes “defective” exchanged for new. 2 TVs still not working. marriage getting strained.
7.13.09 Bought new digital TV @ Best Buy; set up appointment w/Geek Squad to set up 3 TVs properly ($99.99)
7.16.09 “Dave” from Geek Squad arrived exactly on time, competent, knowledgeable, careful, pleasant and wonderful. He set up new TV with converter and also got the second one set up with all channels we were paying for. After much effort, he was unable get the third TV to work with the converter box. We called Comcast for another service appointment.
7.21.09 Comcast service arrived 1 hour later than appointment time window. could not get third TV working with converter but promised that Comcast would “send a team on Friday 7.24.09 in the AM and they would stay until it works”
7.24.09 We called Comcast to confirm appointment and were told “the service guys had fixed the problem and signed off and left” Nope. Called Comcast twice more that day and 2 Supervisors said “maybe this afternoon or maybe Sunday afternoon they’ll come back to fix it.” Comcast Must Die.
Susan: That sure sounds like Comcast…….their Standard operating procedure is no communication, and the left hand doesn’t know what the right hand is doing. Wanted to let everyone know……..I had my second appointment scheduled for today (the last one was the previous Sunday)…..the local supervisor just called and informed me they could only address the television issue. They claim that my Internet modem speed is 16, and not 20. Too bad for them I have them on video on a phone call telling me I have 20 speed. I canceled the appointment at that point. If they cant address all the issues then why bother? I guess now the only thing to do is start filing complaints, and take them to small claims court. They continue to jerk me around (just as they do with most everyone).
What URL does it display when you SEE and click on the Comcast ad? The Google ads filter allows filtering by URL and I put in FILTER anything FROM Comcast.com. If there is another URL for the ads, I need to know about that so I can ADD that to the filter.
Update to my post yesterday @2:28pm: Good news! Today (7.26.09 @ 3pm) Comcast service rep arrived evaluated the problem, checked something in his truck, replaced another converter box @ the TV, phoned his base to give info and voila! “Dan The Miracle Man” fixed the problem and all the missing (since 7/1) channels were back @ 3:09pm.
Two thoughts: 1) I think Comcast reads this wonderful site and responds with their smartest techies
2) “Dan” The Miracle Man will invent something technologically amazing before his 25th birthday and become a billionaire before he’s 30.
well, back again and Comcast has only gotten worse. BTW the corproate flunkies who read here and offer apologies for Comcast can save their time and spin.
the whole story:
On July 13, 2009,I called Comcast to inquire about a Triple Play service bundle advertised on a flyer we got in the mail that day. The customer service representative (CSR) checked our address and told me they’d have to do a site survey to confirm services are avaiable at our address and provided me a ticket #1287236,that it might take a week or so to confirm.
On July 16, 2009, a message was left on our answering machine, stating it was from Comcast’s local office and they had confirmed Comcast services are available at our address, that I was to call the 1-800 Comcast number to order services.
Upon calling the 1-800 number as instructed, I was then told by their CSR that digital telephone wasn’t available at our address and as a result, they couldn’t provide the Triple Play services. I then asked if they had another bundle available for the HD cable television and high speed internet. Comcast’s CSR stated they could provide the two (2) services provided with the Triple Play for $52.98 monthly for one year, I then inquired that this included HD cable with DVR, as well as the Performance Internet, and 6 months HBO, with a one year commitment. She then reaffirmed and confirmed this, asked for my social secuity number for a credit check; when I told her I didn’t trust providing my SSN over the phone unil I checked their policy (online at their website), she provided an order # 379775214 for me to reference upon calling back.
Upon calling back, another Comcast CSR stated they couldn’t locate any order number for our address and we would have to have a site survey done to see if services are available at our address; when I informed him this had already been done and I have a ticket number, he stated I couldn’t have a ticket number without a order number, that they’d have to do a site survey. He then stated the 2 services would cost a few dollars more, when I asked exactly how much he stated $55.02, and this would only be for 6 months, but he could offer a “better deal” for 1 year for about $18 more monthly. I told him I didn’t consider this to be a better deal than what I had already been offered, and upon speaking to someone identified as a CSR supervisor, she then stated it was $69.99.
I then attempted to contact Comcast customer service by email and just received autoreplies, promising someone would back in touch with me. Other than another email asking to provide my phone number and address, I haven’t heard back from them whatsoever.
On July 20, 2009 an individual stating he was with the local Comcast office, Tom (540)830-7339 called and left 2 messages at my home, requesting I call him. Upon contacting Tom, I explained upon attempting to order the Triple Play package, and having a service availability survey performed for my address, receiving a call from the Comcast local office and told to contact the 1-800 phone number to order service; then upon calling the 1-800 number, and subsequently being informed digital phone service wasn’t available at my address, their call center sales representative then offered the high definition television for my address with DVR and high speed internet (performance package), and 6 months HBO, at $52.98 monthly for one year. Tom expressed they’d been having a lot of problems with their (Comcast’s)call center, how he was aware Comcast was offering some similiarly priced special offers and he would honor the offer previously made–high definition television for my address with DVR and high speed internet (performance package), and 6 months HBO, at $52.98 monthly, had me repeat this offer once again and again stated they could do that, then told me he was scheduling installation for Wednesday July 22, 2009 at 4 PM if someone could be there; he further stated he was going to have an individual call from the local Comcast office named Laura about the order.
On the morning of Tuesday July 21, 2009, two (2) individuals arrived in a service truck and installed cable wire (without installing conduit for the cable line) under the road and into my lawn, from a service connection box across the street from our home and up to the side of my garage, leaving additional wire coiled up on the lawn beside the garage. Later that day, I called Tom again and informed him we had not received any call from Laura or their local office and someone had already installed cable wire into my lawn. When I mentioned I was home from work sick, Tom reviewed the agreed upon offer yet again–high definition television for my address with DVR and high speed internet (performance package), and 6 months HBO, at $52.98 monthly for one year, stated they can do it for that, that he saw installation has been scheduled for Thursday July 23, 2009—then stated he’d have someone come that evening to our home and install Comcast service, if I was going to be home at 5 PM.
Two (2) contractor installers arrived around 5 PM, but stated they didn’t have a HD DVR and called their company, a 3rd individual arrived somewhat later with a HD DVR; one asked about built in cable outlets, showed him where we had 3 built in outlets; as another went to install a receiver in our living room and the one asked him if he got the serial number off the digital receiver—then I told them it was supposed to be HD by the agreement, he then asked if my equipment was HD compatible and when I answered yes, crossed “digital” off the installation form, subsequently referring to a receiver they then installed as a HD receiver when I inquired about it and installed a HD receiver with DVR in our bedroom where my wife watches her shows. Once installation was completed, they had me sign the installation form (copy enclosed) and left.
After they left, I found that hey did not provide nor leave a programming/channel guide, and I was unable to view HD channels in the living room. Upon calling Comcast, they told me it was a digital receiver and service, not HD, they’d have someone come back out on Thursday July 23, 2009 at 5 PM and exchange the receivers, as well as a programming guide.
On July 23, 2009, after services were already installed and received for 2 days, Comcast installers came to our home when I was out and spray painted bright orange, lime green and red lines across our lawn, the road and roadside, as well as three lawns owned by our neighbors. This was entirely unnecessary as service had already been installed 2 days before.
Later I got a call from the Comcast installer, asking if they could come early that day if I was going to be home. I informed him I would be running errands most of the day, but would be home around 4:30 PM. I got home somewhat earlier and upon going back out to get the mail later, saw a truck parked in my driveway with someone sleeping in the driver’s seat. The installer then came in, exchanged the receivers and presented a form listing the monthly charges for Comcast service in a higher amount than the original agreement and additional charges. When I objected and stated I did not agree to the higher monthly charge listed on this new form, he stated that they only print out the form at their office for installation, that its Comcast’s system that determines what charges are printed on the form. I stated this was not listed on the previous form nor would I agree to pay more than originally agreed, that it was supposed to include HD service and I would no sign any form listing an amount more than what was previously agreed. He stated it was only a few dollas more and if I wouldn’t sign it, then he couldn’t leave the HD receiver, uninstalled it and reinstalled the digital receiver, then left without providing a copy of any form nor programming guide.
On July 27, 2009, I received a bill from Comcast for $65.17; this is $12.19 more than the agreed upon amount. This includes State of Virginia communication sales tax, though we live wholly within the State of West Virginia.
Comcast:
I’m writing this after Comcast put me thru 48 hours of hell but it really started over a year ago. I am an avid football fan so I decided after over 15 years of basic cable with Comcast to get a DVR. I researched the DVR and found that it was limited in recording size by a 160 gig HD. There was no option to upgrade it internally or externally. Comcast had also made sure the customer could not offload any recordings to a computer or get a different DVR. Everything was no no no. I decided to live with it expecting Comcast to eventually allow customers to upgrade. About two weeks ago with football season approaching I decided to revisit the DVR situation. I was surprised that it was identical to last year. Comcast has disabled or blocked every possible way to get more recording space. My DVR can record only 20hrs of hd. One HD football game lasts 4 hours. I could almost fill this DVR up in one weekend of football. This was when a co-worker mentioned I should get TIVO. The more research I did the more I found the answers were yes yes yes. The TiVo was highly upgradeable in every way. There was one problem. There is a multitude of horror stories on websites such as comcastmustdie.com and others of Comcast customers who have attempted and failed to get Comcast to do one simple thing (install Comcast cable card in the TiVo box). After researching the situation and considering I hold a Masters Degree in Information Systems from Kennesaw State University I figured I could walk a Comcast csr thru the process. I knew from my research I would be better off to go to Comcast and get the m-card because every part of this process could be done over the phone. It’s a simple matter of typing some numbers in a computer (m-card pairing) and sending an initialization hit from the vinings head end. I also knew that many of the service reps sent out have no idea what they are doing. I won’t even go into the trouble I went thru to actually get the m-card from Comcast. When my TiVo arrived I followed the instructions and made sure that the latest software was installed. On Monday night July 27th I was ready to make my first of about ten calls to Comcast customer service. The csr was named Pat. I knew from the online forums what numbers she needed such as host id and data ID. She said she didn’t need all those numbers that everything would start working in about 45 minutes. Nothing happened so I went to bed and started the next morning. I didn’t get the names of every csr I talked to but I know it was at least 8 and maybe 10. The fact that the first one I talked to didn’t set up a case file proves that their entire existence is a joke to Comcast. With a case file the eighth csr I talk to will know this. Asking them a question is equal to asking the guy that bags my groceries what to do about my cable TV. Some time on Tuesday afternoon on of the CSR’s mention that she could schedule a field rep to install my cable card the next day. I was exhausted so I reluctantly agreed knowing I may be paying 17 dollars for more misery. Lamont arrived at 12 noon today in a Comcast truck. I started bombarded him with technical information about Val:V missing and the Auth:MP problem. He didn’t know what I was talking about but he assured me he would get my cable card working. I took some notes. He called someone at 770-559-7800 using my phone because his was malfunctioning. He told them he was getting an illogical equipment message from the first person (the dispatcher) he called that could not help him. He said it was job number 681052. He switched the m-card I had received from Comcast with another one. He also solved one mystery. From the second I received the m-card I was billed for digital service a/o. He said the Comcast rep had charged me for an additional stb instead. These charges were on the bill I received on Tuesday. I was able to check the conditional access screen (which he knew nothing about) and see that the Val:? had changed to Val:V but Auth:MP still displayed which needs to be Auth:S . He said I was 36th in line to receive an init hit from the vinings head end. He said I should have all my channels within an hour and he would call back to verify. He assured me that if the init hit failed he would return to fix it. Indeed some unencrypted hd channels displayed as he was leaving. I commended him and told him I would keep checking channels until he called. He gave me a receipt and took my Comcast dvr and the original m-card I had received from Comcast. That was about 5 hours ago and no call. Below I have provided every piece of information Comcast may need to correct these problems. I believe it would take a person with basic knowledge of how to use a computer and telephone about 5 to 10 minutes to fix this problem.
The grief this has caused me has made a permanent negative impression on me concerning Comcast. What is the price to pay for that? Right now my options are limited. I have invested in a TiVo dvr and a year of TiVo service and football season is coming up. My personal knowledge of technology ensures me that a time will come in the near future that I can rid myself of this Comcast. Consider this: I intended to eventually have Comcast cable, Comcast internet service and Comcast phone service. Now I intend to eventually rid my house of all traces of Comcast.
In the meantime this is what must happen in the next 24 hours. I want every single channel that I am paying for restored and an email or phone call from Comcast assuring me that I have been refunded for the erroneous charges and that I am not charged one single minute for the dvr and m-card Lamont took with him. I also will not be charged for Lamont accomplishing nothing. Make sure the $17 is removed. Considering what I have been thru I should receive a month’s credit but I can assure you at this point with the time and money this has cost me that would be an insult. You will however give me what’s mine. I will not waste my time on the phone with another Comcast csr and I would prefer that no one else from Comcast be sent to my house.
In the event that all of this does not take place at 5:00 pm eastern on Thursday July 30th 2009 I will draft a cover letter and place that and this entire email in letters to the president and ceo of Comcast and every member of the board of directors of Comcast, the FCC, the governor’s office of consumer affairs and the BBB. I also intend to post this email on comcastmustdie.com and any other websites or forum that will allow me. Next week I plan to start requesting meetings with the President, CEO and members of Comcast board of directors. These people need to hear in person what Comcast is doing to its customers.
Vincent Mark Hill mjvs2@bellsouth.net
Cell: 770-862-5712
Home phone: 770-943-2876
Comcast Account Number: 8220 11 110 0848607
Motorola m-card Numbers
Cable Card NO: 000-014-371-349-3
I sent an email on July 19th to the email that was posted by Melissa Mendoza at the top of this page ( We_Can_Help@cable.comcast.com ). I received an email back the next day asking for more information (I’ve posted my reply below). I was going to call this person that replied from Corporate but when I arrived home the next day I received a call from Tom at the corporate offices asking me for more information. They scheduled an appointment for yet another Sunday (the following Sunday). Here is the run down of last Sunday:
Let’s see, first the local supervisor called to ask the same questions he asked last week (as well as the same ones the rep from the corporate office asked last Tuesday). He informed me they could only come out to address the cable television issue today. They are not equipped to address the Cable modem issue today. I asked why…..got the run around . (I’ll spare ya the technical mumbo jumbo). I then canceled the appointment for this past sunday. Then a half hour later Mr “Supervisor”Anthony called me from the Manassas call center. Anthony was calling me to followup to see if the issues had been resolved today. I stayed calm and told him what was going on. Mr. Anthony will call me back “in a few minutes” after he checks into some things. *rolls eyes* Finally Anthony called back with a solution to the line speed, but couldn’t get anyone back out that day (the second Comcast Sunday Appointment). They rescheduled an appointment for yesterday (Tues July 28th). I went over EVERYTHING with Anthony before we got off the phone, and once again thought we were getting somewhere. Then the tech arrives on Tuesday (july 28). He had the Doxces 3 modem to fix the net speed, but didnt know anything about any cable tv problem freezing, and thus didnt have an HD/HDMI box with him. I picked up the phone and called Comcast, and hit the option that I always use to get a rep at the Manassas office. The first lady I got… I asked her is she was in the Manassas, VA call center. She said she was. So I asked to speak to either Lewis (the local dispatch supervisor) or Anthony (the call center supervisor). She promptly told me that there was no one in the call center with those names. Once again I asked if she was in the Manassas, VA call center. She said “Sir, I’m in Mexico”. When I asked her why she told me she was in Manassas…..she replied that she takes calls for that call center. I’ll save you the details about the 5 calls that followed, but I never got to speak to anyone in my state, nor anyone in local dispatch. The kicker……after the tech installed the Doxces 3 modem, we ran a line speed test…..three times we got 9megs down (before he installed that modem I was getting 16 megs)…….I’m supposed to be getting 22 megs (that was why I needed a different modem). He told me his work was done, and I would just need to call the Internet tech support center to get it fixed. He left, I called Internet, and after 45 minutes on the phone I finally got over 22 megs down on the line speed. Then the next morning, I get up, run a line test, and I’m getting 9 megs down AGAIN. I call Internet again……and I am told that I need someone to come out and check the modem……the Cable light is red, and he says it should be green…….granted I’m getting a connection, but it comes and goes………I give up. No one has called to followup, on the television issue nor the Internet issue (as they said they would)…..more of the same…. Below is my reply email to We_Can_Help@cable.comcast.com (from two weeks ago)
Hello Vinisha:
Thank you for responding to my email. I did receive 2 messages from the local Comcast office today. One message was to let me know that they could send a tech out Tuesday, July 21st. I have told the local office over 10 or 20 times THAT I AM NOT AVAILABLE TO BE AT HOME DURING THE WEEK. I leave for my job at 7 am and do not arrive back home until 6 pm. It is very frustrating that no one seems to listen to me when I repeatedly inform Comcast of this. Sunday I was told that they would note my account about my availability, yet Comcast continues to schedule weekday appointments for me (without my approval). What on earth is going on at Comcast? This is very simple. I’m not available Monday thru Friday between the hours of 7 am and 6 pm; I would however be available on a weekday anytime after 6 pm. And I can be available at home on Sunday, July 26th.
I find it VERY unprofessional the way I was treated by Comcast on Sunday July 19th. I had a scheduled appointment that day from 8 am to 11 am. The technician came and left without doing anything to address the two issues I currently experience with my service. I spoke to over 6 Comcast CSRs afterwards, and 2 “supervisors”. At first I was told they would probably send someone else out to resolve my service issues, then I finally received a call (at about 4:30 pm) from the local supervisor of the technician/contractor that you sent to my home that morning. I was told that nothing could be done for me that day. It seems Comcast waited until the end of the work day to tell me no one could come out. Had this issue been addressed promptly Sunday morning, I believe accommodations could have been made to send someone out. The supervisor was indifferent about this and mater of fact informed me that even though I had an appointment, no one would be coming out to resolve my service issues.
Each time I called your call center, I would enter my Comcast phone number into the automated system as requested. It recognized the number, and recited the date of my last payment, my current balance, and the date the next balance is due. When I finally got a CSR on the line, I was again asked for my COMCAST phone number. Then I was told by one CSR the number I provided was not in the system. On another call to Comcast, I was told that the COMCAST phone number (that I was calling from) was not in my name, but listed on a different person’s account. That really concerned me since I pay Comcast each month for phone service.
Even though I told the CSRs not to schedule a weekday appointment for me, I was scheduled for a Tuesday July 21st appointment between 9 am and 9 pm (this was relayed to me by your automated system each time I called Comcast on Sunday). I also found that each time I contacted your call center on Sunday; I was given different information depending on who I spoke to. There didn’t seem to be any type of communication concerning my account, and service issues.
I have been a customer of Comcast for over 6 years, and until recently didn’t have much problems with my service. But lately I have issues with my Internet line speed, HD cable service freezing, and twice I have been billed incorrectly. I had to call your call center each time to get this taken care of. Not only is it a waste of my time, but a waste of your CSRs time for me to have to call in and have the billing issues corrected.
In addition, as you know, I currently have Cable modem problems as well as problems with the cable television service.
Over a month ago I spoke via telephone with two different technicians with Comcast’s Internet department concerning the modem speed problems. I was advised to buy a new router, and to take my Comcast rented modem into the local office and have it swapped for a new one. I did buy a new router, and went to the local office to swap out the modem. This did not help at all. Even eliminating the router and only connecting direct to the modem didn’t help.
On Saturday, July 18th, I was called by Comcast to confirm my appointment. During that conversation the lady asked me to tell her the make and model of the cable modem. From that she determined that this type of modem does not handle the line speed I currently subscribe to. She indicated that I would need a “tier?” 3 modem. I was told she would note the account about this so that the technician would have the correct modem when he arrived at my residence. Apparently this did not happen as the technician told me he did not have that modem with him. He also informed me that the line speed is only 10mbps. This is not correct as I have documentation to the contrary.
Your technician became frustrated, yelled at me, and stormed out of my residence and on his way out turning over one of my chairs. I became afraid with his behavior.
Part of my Comcast service is included in my condo fee. My homeowner association has a contract with you to provide basic cable to everyone that lives here. I feel that the homeowners association should know what is going on with Comcast, and what happened at my residence on Sunday. Comcast’s contract with George Mason Village should be reviewed for possible cancellation if in some cases you are unable to provide the service we pay for.
I am in an unfortunate situation here because Comcast is the ONLY option I have to receive high speed Internet service (I have checked…..it’s not available by Verizon at this address). So, yes I am at the mercy of Comcast without any other option for high speed Internet and cable TV service. If my service issues cannot be resolved I feel I will have no choice but to file a complaint with the Arlington County Cable Administration Office. I already know I am not the only person with Comcast service issues in the county. With all the Comcast related service problems that continue to exist in Arlington County, I believe the county should review the Comcast Franchise Agreement to ensure its compliance. If Comcast is unable to provide the service outlined in this policy, The County should be petitioned to review other cable service providers who can provide service.
From the beginning I have only asked that my service function properly. PERIOD! If Comcast could resolve the two issues with the service I pay for, I would be happy. So far that has yet to happen.
I am available for a technician to come and address these issues on Wednesday, July22nd after 6 pm. An earlier voice mail I received from the local office offered to come out to address these issues on July 21st. I am not available that day.
Sunday I was told I had an appointment set for Sunday, July 26th between 8 am and 11 am. If you cannot accommodate an appointment on, July 22nd after 6 pm please DO NOT cancel my July 26th appointment.
I would like to speak with you about these issues. Please provide me with a telephone number where I can reach you during the day.
Sincerely,
Brian A********
P.S. In response to your question if I have the name of the tech that came to my residence on Sunday, I asked his Supervisor as well as the tech himself for his name. Neither of them would provide me with that. The date of the appointment was July 19, 2009 between 8 am and 11 am
I sent an email on July 19th to the email that was posted by Melissa Mendoza at the top of this page ( We_Can_Help@cable.comcast.com ). I received an email back the next day asking for more information (I’ve posted my reply below). I was going to call this person that replied from Corporate but when I arrived home the next day I received a call from Tom at the corporate offices asking me for more information. They scheduled an appointment for yet another Sunday (the following Sunday). Here is the run down of last Sunday:
Let’s see, first the local supervisor called to ask the same questions he asked last week (as well as the same ones the rep from the corporate office asked last Tuesday). He informed me they could only come out to address the cable television issue today. They are not equipped to address the Cable modem issue today. I asked why…..got the run around . (I’ll spare ya the technical mumbo jumbo). I then canceled the appointment for this past sunday. Then a half hour later Mr “Supervisor”Anthony called me from the Manassas call center. Anthony was calling me to followup to see if the issues had been resolved today. I stayed calm and told him what was going on. Mr. Anthony will call me back “in a few minutes” after he checks into some things. *rolls eyes* Finally Anthony called back with a solution to the line speed, but couldn’t get anyone back out that day (the second Comcast Sunday Appointment). They rescheduled an appointment for yesterday (Tues July 28th). I went over EVERYTHING with Anthony before we got off the phone, and once again thought we were getting somewhere. Then the tech arrives on Tuesday (july 28). He had the Doxces 3 modem to fix the net speed, but didnt know anything about any cable tv problem freezing, and thus didnt have an HD/HDMI box with him. I picked up the phone and called Comcast, and hit the option that I always use to get a rep at the Manassas office. The first lady I got… I asked her is she was in the Manassas, VA call center. She said she was. So I asked to speak to either Lewis (the local dispatch supervisor) or Anthony (the call center supervisor). She promptly told me that there was no one in the call center with those names. Once again I asked if she was in the Manassas, VA call center. She said “Sir, I’m in Mexico”. When I asked her why she told me she was in Manassas…..she replied that she takes calls for that call center. I’ll save you the details about the 5 calls that followed, but I never got to speak to anyone in my state, nor anyone in local dispatch. The kicker……after the tech installed the Doxces 3 modem, we ran a line speed test…..three times we got 9megs down (before he installed that modem I was getting 16 megs)…….I’m supposed to be getting 22 megs (that was why I needed a different modem). He told me his work was done, and I would just need to call the Internet tech support center to get it fixed. He left, I called Internet, and after 45 minutes on the phone I finally got over 22 megs down on the line speed. Then the next morning, I get up, run a line test, and I’m getting 9 megs down AGAIN. I call Internet again……and I am told that I need someone to come out and check the modem……the Cable light is red, and he says it should be green…….granted I’m getting a connection, but it comes and goes………I give up. No one has called to followup, on the television issue nor the Internet issue (as they said they would)…..more of the same…. Below is my reply email to We_Can_Help@cable.comcast.com (from two weeks ago)
Hello Vinisha:
Thank you for responding to my email. I did receive 2 messages from the local Comcast office today. One message was to let me know that they could send a tech out Tuesday, July 21st. I have told the local office over 10 or 20 times THAT I AM NOT AVAILABLE TO BE AT HOME DURING THE WEEK. I leave for my job at 7 am and do not arrive back home until 6 pm. It is very frustrating that no one seems to listen to me when I repeatedly inform Comcast of this. Sunday I was told that they would note my account about my availability, yet Comcast continues to schedule weekday appointments for me (without my approval). What on earth is going on at Comcast? This is very simple. I’m not available Monday thru Friday between the hours of 7 am and 6 pm; I would however be available on a weekday anytime after 6 pm. And I can be available at home on Sunday, July 26th.
I find it VERY unprofessional the way I was treated by Comcast on Sunday July 19th. I had a scheduled appointment that day from 8 am to 11 am. The technician came and left without doing anything to address the two issues I currently experience with my service. I spoke to over 6 Comcast CSRs afterwards, and 2 “supervisors”. At first I was told they would probably send someone else out to resolve my service issues, then I finally received a call (at about 4:30 pm) from the local supervisor of the technician/contractor that you sent to my home that morning. I was told that nothing could be done for me that day. It seems Comcast waited until the end of the work day to tell me no one could come out. Had this issue been addressed promptly Sunday morning, I believe accommodations could have been made to send someone out. The supervisor was indifferent about this and mater of fact informed me that even though I had an appointment, no one would be coming out to resolve my service issues.
Each time I called your call center, I would enter my Comcast phone number into the automated system as requested. It recognized the number, and recited the date of my last payment, my current balance, and the date the next balance is due. When I finally got a CSR on the line, I was again asked for my COMCAST phone number. Then I was told by one CSR the number I provided was not in the system. On another call to Comcast, I was told that the COMCAST phone number (that I was calling from) was not in my name, but listed on a different person’s account. That really concerned me since I pay Comcast each month for phone service.
Even though I told the CSRs not to schedule a weekday appointment for me, I was scheduled for a Tuesday July 21st appointment between 9 am and 9 pm (this was relayed to me by your automated system each time I called Comcast on Sunday). I also found that each time I contacted your call center on Sunday; I was given different information depending on who I spoke to. There didn’t seem to be any type of communication concerning my account, and service issues.
I have been a customer of Comcast for over 6 years, and until recently didn’t have much problems with my service. But lately I have issues with my Internet line speed, HD cable service freezing, and twice I have been billed incorrectly. I had to call your call center each time to get this taken care of. Not only is it a waste of my time, but a waste of your CSRs time for me to have to call in and have the billing issues corrected.
In addition, as you know, I currently have Cable modem problems as well as problems with the cable television service.
Over a month ago I spoke via telephone with two different technicians with Comcast’s Internet department concerning the modem speed problems. I was advised to buy a new router, and to take my Comcast rented modem into the local office and have it swapped for a new one. I did buy a new router, and went to the local office to swap out the modem. This did not help at all. Even eliminating the router and only connecting direct to the modem didn’t help.
On Saturday, July 18th, I was called by Comcast to confirm my appointment. During that conversation the lady asked me to tell her the make and model of the cable modem. From that she determined that this type of modem does not handle the line speed I currently subscribe to. She indicated that I would need a “tier?” 3 modem. I was told she would note the account about this so that the technician would have the correct modem when he arrived at my residence. Apparently this did not happen as the technician told me he did not have that modem with him. He also informed me that the line speed is only 10mbps. This is not correct as I have documentation to the contrary.
Your technician became frustrated, yelled at me, and stormed out of my residence and on his way out turning over one of my chairs. I became afraid with his behavior.
Part of my Comcast service is included in my condo fee. My homeowner association has a contract with you to provide basic cable to everyone that lives here. I feel that the homeowners association should know what is going on with Comcast, and what happened at my residence on Sunday. Comcast’s contract with George Mason Village should be reviewed for possible cancellation if in some cases you are unable to provide the service we pay for.
I am in an unfortunate situation here because Comcast is the ONLY option I have to receive high speed Internet service (I have checked…..it’s not available by Verizon at this address). So, yes I am at the mercy of Comcast without any other option for high speed Internet and cable TV service. If my service issues cannot be resolved I feel I will have no choice but to file a complaint with the Arlington County Cable Administration Office. I already know I am not the only person with Comcast service issues in the county. With all the Comcast related service problems that continue to exist in Arlington County, I believe the county should review the Comcast Franchise Agreement to ensure its compliance. If Comcast is unable to provide the service outlined in this policy, The County should be petitioned to review other cable service providers who can provide service.
From the beginning I have only asked that my service function properly. PERIOD! If Comcast could resolve the two issues with the service I pay for, I would be happy. So far that has yet to happen.
I am available for a technician to come and address these issues on Wednesday, July22nd after 6 pm. An earlier voice mail I received from the local office offered to come out to address these issues on July 21st. I am not available that day.
Sunday I was told I had an appointment set for Sunday, July 26th between 8 am and 11 am. If you cannot accommodate an appointment on, July 22nd after 6 pm please DO NOT cancel my July 26th appointment.
I would like to speak with you about these issues. Please provide me with a telephone number where I can reach you during the day.
Sincerely,
Brian A********
P.S. In response to your question if I have the name of the tech that came to my residence on Sunday, I asked his Supervisor as well as the tech himself for his name. Neither of them would provide me with that. The date of the appointment was July 19, 2009 between 8 am and 11 am
I sent an email on July 19th to the email that was posted by Melissa Mendoza at the top of this page ( We_Can_Help@cable.comcast.com ). I received an email back the next day asking for more information (I’ve posted my reply below). I was going to call this person that replied from Corporate but when I arrived home the next day I received a call from Tom at the corporate offices asking me for more information. They scheduled an appointment for yet another Sunday (the following Sunday). Here is the run down of last Sunday:
Let’s see, first the local supervisor called to ask the same questions he asked last week (as well as the same ones the rep from the corporate office asked last Tuesday). He informed me they could only come out to address the cable television issue today. They are not equipped to address the Cable modem issue today. I asked why…..got the run around . (I’ll spare ya the technical mumbo jumbo). I then canceled the appointment for this past sunday. Then a half hour later Mr “Supervisor”Anthony called me from the Manassas call center. Anthony was calling me to followup to see if the issues had been resolved today. I stayed calm and told him what was going on. Mr. Anthony will call me back “in a few minutes” after he checks into some things. *rolls eyes* Finally Anthony called back with a solution to the line speed, but couldn’t get anyone back out that day (the second Comcast Sunday Appointment). They rescheduled an appointment for yesterday (Tues July 28th). I went over EVERYTHING with Anthony before we got off the phone, and once again thought we were getting somewhere. Then the tech arrives on Tuesday (july 28). He had the Doxces 3 modem to fix the net speed, but didnt know anything about any cable tv problem freezing, and thus didnt have an HD/HDMI box with him. I picked up the phone and called Comcast, and hit the option that I always use to get a rep at the Manassas office. The first lady I got… I asked her is she was in the Manassas, VA call center. She said she was. So I asked to speak to either Lewis (the local dispatch supervisor) or Anthony (the call center supervisor). She promptly told me that there was no one in the call center with those names. Once again I asked if she was in the Manassas, VA call center. She said “Sir, I’m in Mexico”. When I asked her why she told me she was in Manassas…..she replied that she takes calls for that call center. I’ll save you the details about the 5 calls that followed, but I never got to speak to anyone in my state, nor anyone in local dispatch. The kicker……after the tech installed the Doxces 3 modem, we ran a line speed test…..three times we got 9megs down (before he installed that modem I was getting 16 megs)…….I’m supposed to be getting 22 megs (that was why I needed a different modem). He told me his work was done, and I would just need to call the Internet tech support center to get it fixed. He left, I called Internet, and after 45 minutes on the phone I finally got over 22 megs down on the line speed. Then the next morning, I get up, run a line test, and I’m getting 9 megs down AGAIN. I call Internet again……and I am told that I need someone to come out and check the modem……the Cable light is red, and he says it should be green…….granted I’m getting a connection, but it comes and goes………I give up. No one has called to followup, on the television issue nor the Internet issue (as they said they would)…..more of the same…
Today, July 31, I logged into my comcast account online and promptly paid my HSI bill.
Looking at for the past year or so and getting stiffed $65 for terrible service I decided to call them up and downgrade to a slower speed to save a few bucks. I check the website and it shows 3 tiers of service – 16mb, 12mb, and a 1mb , all down speeds. The price next to the 16mb service said $65 and said “performance plus.” My bill says $65 and that I have the “performance plus” package. Okay, so I’m assuming I have the 16mb down service.
Caveat, these supposed “down speeds” are completely bogus. Speeds are measured in megabits per second, not megabytes down. Terrible advertising by Comcast.
Anyway, I call up Comcast via phone and talk to a woman named Renee (sp?) about downgrading my service. She tells me that I DO NOT have the 16mb service, but that I have the 8mb service. She then says they offer a 6mb and 1 mb service that I can switch to. I told her that the speeds she mentioned are not reflected on the website and in fact the website shows completely different speeds. She tells me that those speeds on the website are for service that are only bundled with Comcast’s tv and phone package. No were on the Comcast site does it mention this.
I decide to downgrade my 8mb service to the 6mb service they offer. And in the words of Renee (of course she tried to pitch me signing up to Comcast tv which I promptly refused) she mentioned that if I downgrade I will be charged an extra $12 on my bill. I said no, and pointed out that the $20 charge for the “performance plus” I already have will go away and will be replaced by the new $12 package I just downgraded to; in turn, saving me about 9 dollars a month. She hesitated and said okay, as if me telling her that her math was incorrect was upsetting to her.
She then performed the change on the spot and asked if there was anything else she could help me with. I said no that was all I needed, I will keep an eye on my next statement showing the retroactive change on my bill, and thanks for the help. The line then went quiet for about 3 minuted before I was disconnected. I’m not sure if we were inadvertently disconnected or she terminated the call abruptly.
The ambiguity of the Comcast website and the person I talked to on the phone were not forthcoming with the details concerning packaged service, tiers, and pricing of bundled services. I live in the Denver area and would switch to another ISP in a split-second if others were available (there is Qwest here but their DSL is terrible). But at least Qwest has better customer service and clear pricing and packaging options when you visit their website.
For Brian above, there’s “Tom” at 540-830-7339 that operates in the Northern VA/WV eastern panhandle local area–be sure to receive confirmation in writing, as my last experience with him was to state if he wants to talk with me, do it by paper.
Finally received this from Comcast Ecare:
Dear Mr. Roy:
Thank you for contacting the Comcast Office of Rick Germano, Senior Vice President of Customer Operations regarding the difficulties you
encountered with our Customer Service Department and Field Technicians while trying to have your services installed. I can understand your frustration with your experience as I would be upset as well if this had happened to me, Mr. Roy. My name is Laurie and I would be more than happy to look into this for you.
I would like to follow up with you this morning, Mr. Roy. Comcast
apologizes for the difficulty that you had with our customer service. I want to assure you that we do in fact recognize and acknowledge that we have room for improvement in our customer service, and that we are working diligently to ensure we can deliver a great experience to every customer, every time. It is our goal to ensure that every customer is satisfied with our customer service, but there are situations in which we are unable to achieve that goal. When those situations occur, Comcast values your feedback so we can strive to make improvements.
We need to hear about any unsatisfactory situations in order to correct them and to enhance our level of customer service. I have forwarded your comments to the appropriate members of our development and management teams for further review and action. We appreciate that you took the time to help us keep our commitment to quality customer care, and your assistance in correcting this issue.
I have applied a one time $50.00 credit to your account. I know that
this does not negate the poor customer service that you have received, but is our way of saying thank you for bringing this matter to our attention. I hope that it will serve to assure you that you are a valued customer and that we are committed to improving your experience with Comcast. You will see this credit on your next statement, Mr. Roy.
After reviewing your account, I see that you are receiving the promised promotion of 52.98 plus applicable taxes and franchise fees for 12 months. This includes your Digital Starter package, Internet Service, HD/DVR and cable modem. I can see where the additional $8.00 is coming from and this is due to an additional digital box. I was able to reduce this cost for you from $8.00 to $4.35 a month plus applicable taxes. I understand that though our conversation this morning, Mr. Roy, that you were not advised of being charged for the extra digital equipment. I certainly do apologize for this. Any additional equipment there are rental fees.
Further to our conversation, with the complaint about the paint on your yard as well as your neighbors, I have sent this to our claims
department though the local escalations and someone will be contacting you about this to set up a resolution for you.
We very much appreciate your business and I hope that you will allow us to work to restore your confidence in Comcast. If you have any other questions or concerns, Mr. Roy, please do not hesitate to contact us and we will address those concerns immediately.
Thank you for choosing Comcast.
Sincerely,
Laurie Clark
Office of Rick Germano
I got a call at work from Laurie Clark, and she seemed taken aback by my requesting her name–nothing personal from my part, just documenting contacts with Comcast. I believe she (on behalf of Comcast corporate) is sincerely seeking to resolve the problems I’ve experienced–and commend them for that. As she explains, it took a few days to get escalated high enough to come to their attention.
The agreed upon package is just not stated correctly–I’ve worked as a high level mediator for 7 years and confirmed their offer with their CSR’s repeatedly (especially “Tom”), and high definition channels was what was specifically, repeatedly confirmed–not “digital starter package”. They may offer a digital starter package–I was taking specific notes and clarifying the understanding as to what was agreed to (done his over 700 times formally as a mediator). Words matter.
As promised in the email, “Tom” did call our residence and asked about the paint, told him someone had come back out 2 days after installation an spray painted our lawn, as a 3 neighbors, with red/orange, blue and green marking paint–bright fluorescent colors. “Tom” stated this is done installing the cable underground, Miss Utility and utilities actually do the painting for this; after I pointed out that this was done 2 days after installation, that something got out of coordination; he then waffled around unnecessarily for another 10 minutes, then apologized, saying that someone apparently did make a mistake.
“Tom” then asked how our service was, I stated we still do not have the high definition channels in our living room as he agreed in the offer–he then denied ever talking about high definition–I terminated the conversation, telling him if he has anything to say to me, do it on paper.
I’ll let some other quarter address the ILLEGAL digging/installing underground 2 days BEFORE the underground utilities are located and marked for such installation–they went right through the specific area where underground electric, water and telephone service are located, right though the middle of these! This is easily verifiable, as listed on their work order.
I’ve never had exactly positive experiences with Comcast, but these past two days were abominable. For some time, the HD channels have not been working. We had someone out last month, which allowed for a short fix. We made another appointment when these channels stopped working again. The technician who came out seemed helpful. After some time, he said the issue wasn’t in our wires or box, and that it must be an outside Comcast line. He left, and we realized that our cable was no longer working. We called a local Comcast phone number, and after lengthy waits on hold and being disconnected, my husband was told that someone would be coming to fix our cable. A subsequent phone call from Comcast informed us someone would be out “ASAP.” Four hours later, after no one had arrived, I called again. Again, there were long waits on hold, I was disconnect again, and when I was finally able to speak to someone (after over an hour of waiting), I was told she would call me back with a “window” as to when the technician would arrive. Three hours later, after not receiving a phone call, I called again. Again, I waited on hold, was disconnected (are you sensing a theme here), and invested at least an hour on the phone. I was told they would issue of rebate of a whopping $25 and would call me back. I told the representative that I did not want to be called back and that I wanted to speak with a supervisor (a request I made several times during the phone call). She promised she would call back before she left. First of all, offer $25 in exchange for the 11 hours I had been stuck waiting at home is insulting. Secondly, no one called back. Needless to say, I called again this morning, which led to more waiting and disconnecting. Again, the call was over an hour. In fact, if I included the first call, for which I was on hold for 25 minutes before being disconnected, it was probably closer to two hours. This time, after requesting that I speak with a supervisor, my request was granted. However, I soon learned that pretty much all Comcast representatives are trained for is to say, “I’m sorry about that.” Eventually, I was told that someone could come out between 1 and 5, but after she went to set the appointment (which took about 20 minutes), she came back to say that no one was available to come today. I then requested to speak with her manager, who didn’t offer much more help. Someone might come Tuesday, or, if not, on Wednesday. In the meantime, we have no cable, my husband and I were unable to do what we had planned to do yesterday, and I have learned that Comcast representatives frequently lie. In researching my options online, I have found the solution to all Comcast problems is to email We_Can_Help@cable.comcast.com. I don’t know that I trust their online customer service any more than their phone service.
Today, August 3, 2009 I heard an interview of Bob Garfield about the transition of Comcast Must Die. I listen to Garfield on On the Media and always turn from a nice, reasonable lady into a raving lunatic at the mention of Comcast. I cannot believe I never heard of this site before. Because of months of mistreatment and abuse from Comcast, I have not had a television since 2005. Prior to the problems in 2005, I had Comcast basic cable service for my tv. There were no major problems until I made changes in service. But I was never satisfied.
Even if customer service by Comcast were uniformly good, why are we subjected to their program and pricing? They clearly have paid off people in government in order to get the monopoly they and the dishes use to exploit the public.
UPDATE: Apparently, Comcast is supposed to come today – between noon and midnight. First of all, no one called (total unreturned calls = 3). Secondly, how can they consider a 12-hour window reasonable? And is someone really going to show up at 11:59 PM?
Bob
Changing the domain name and concept to “customer-circus” is a bad idea because you loose the intensity of the tight focus of “comcastmustdie”.
If you want to expand, do individual sites per bad guy with great domain names like “comcastmustdie”. The domain name brought me here, not a problem with Comcast.
“comcastmustdie” is created by rebels; “customer-circus” is created by a guy with a business plan. We all want to date the rebels. It frees the spirit.
I designed, launched and continue to host the ComCastMustDie.com Website. I had no business plan. Bob is a friend and we did some fun and interesting things to help bring down a giant. There’s still more work to be done, but ComCast is trying to fix a lot of problems here. It won’t be fixed overnight.
Many Americans including many Republicans who are in our Senate all seem to want quick fixes to our country’s problems overnight and that too, is a bigger problem that cannot be fixed overnight.
There’s a lot of upset people out there. There’s a lot of greedy marketing and business executives out there that just seem to want to take, take, take and not give much back.
This website is more than just Comcast problems. This website is a place where ordinary Americans can come to and fight back with the only thing that can make a big difference: Their Voice.
Insurance companies. Travel. The local grocery store. Whatever your Customer Circus experience was, you now have a single forum to go to and voice your complaint.
Like Bob says, Talk Back until you Hear Back.
- Bart
P.S. I don’t have a business plan for this website, either. I’m fronting the costs and hosting on my own dime.
I have had service with Comcast since we moved here in 2007, and it was definitely a rocky start. Last year I did notice things begin to improve, but now I see some of the same old things coming back regarding cost and service.
My rate was recently increased from $80 + tax per month to $142.00/mo, which is way out of budget range for our house. I called Comcast, and the lowest I could get to while slashing my service was $112.00, but when I asked about the double and triple play, I was told that is not available to me because I am an existing customer. This is not right, that I, the loyal customer, have to pay more so Comcast can offer cheaper rates to people who may or may not take the service. I would think it would be more important to keep my on target with my budget, so I can CONTINUE to keep paying Comcast, and they can keep my business.
I even, switched out one of my boxes, for a card that gets inserted to the back of tv to save some money. I get less services by doing this, no more guide or on demand – and even that has not gonne well. It still is not working. I have called Comast a few times about it, and the last call, after we got some of the channels working, the gentleman told me that the paperwork was being put in to activate the card, and that it would take a few hours for all of the channels to come through. It’s been well over a week, and we still only have the same 20 channels. Each time I have to call Comcast, I am on that phone for at least 30 minutes, but usually longer. I have 2 jobs, and go to school full time – in addition to 6 kids. I do not have time to keep calling them – when I can remember to do it.
So now I am paying for a service that is blowing my budget, my internet is ah at best, and my upstairs television only gets 19 channels. I am quite unhappy as you can see.
UPDATE: Comcast failed to show up AGAIN yesterday (2nd time). Comcast was supposed to come today between 9AM – 1PM. We got a phone call at 11AM, saying there was nothing that could be done, so today was Comcast’s 3rd no show. Comcast said we’d probably have to wait another week before someone who could fix our problem could come out. It already been 5 days without cable.
amateur hour again; went over to apologize to neighbors for paint on their lawn, observed a cable wire running ON TOP OF THE GROUND from the common utility box, across their lawn and underneath their driveway through the drain pipe, then across their neighbor’s lawn to the house–new connection by Comcast, I took some pictures and would post here if I knew how to do so! got to see it to believe it–how to post pics here?
I received an offer through an ECARE message, which basically went through the standard apology language (see previous emails copied to this blog–I’m sure many here have seen the canned format), how much they value customer satisfaction, etc., stating THEIR package as $52.98 monthly plus $4.35 lease fee plus franchise fee and taxes ( fees and taxes doubled, one for each service), for HD DVR, including digital starter package for 2nd TV (lease fee is identified for that), high speed Performance internet. Also, $50 for my trouble with their CSR’s saying anything to get the order, repeated problems with Comcast customer service which burn tons of time to get nowehere, and I guess for not holding them to the exact terms of their offer, which now appears they do not intend to honor. See below.
OK–they finally acknowledge $52.98 was the price I was offered. No other monthly fees specified whatsoever until this ECARE message (even the installation /customer agreement paper signed after they installed into our home lists no costs whatsoever–zippo). The sticking point–Comcast initially offered HD channels (I was very clear in verifying and reverifying this BEFORE and DURING installation; their CSR asked me if I have HD capable equipment), not a “digital starter package” with monthly lease fee.
I offered to pay $8 additional monthly leasing fee in reply IF IT INCLUDES ADDITIONAL HD receiver for living room, reiterating the original offer/order/agreement was stated as HD channels, HD DVR, high speed Performance internet, for $52.98 monthly–with taxes and franchise fees being the only additional charges (no installation fees, leasing fees, etc. were specified, nor was I informed of any at anytime–until this ECARE message).
Now Comcast ECARE is apparently incommunicado–no reply yet 2 days later.
Their $50 credit really is nothing to me if it means having to put up with being tricked into accepting less package than what was originally offered, ditto for a slightly higher monthly price, as well as refurbished equipment (DVR gets very HOT! 2006 model), repeatedly deal with extremely poor customer service–if they are unable to deliver as offered, then there’s no agreement. A one time credit is really nothing compared to good customer service.
ECARE email:
Dear Mr. Roy:
Thank you for contacting the Comcast Office of Rick Germano, Senior Vice
President of Customer Operations regarding the difficulties you
encountered with our Customer Service Department and Field Technicians
while trying to have your services installed. I can understand your
frustration with your experience as I would be upset as well if this had
happened to me, Mr. Roy. My name is Laurie and I would be more than
happy to look into this for you.
I would like to follow up with you this morning, Mr. Roy. Comcast
apologizes for the difficulty that you had with our customer service. I
want to assure you that we do in fact recognize and acknowledge that we
have room for improvement in our customer service, and that we are
working diligently to ensure we can deliver a great experience to every
customer, every time. It is our goal to ensure that every customer is
satisfied with our customer service, but there are situations in which
we are unable to achieve that goal. When those situations occur,
Comcast values your feedback so we can strive to make improvements.
We need to hear about any unsatisfactory situations in order to correct
them and to enhance our level of customer service. I have forwarded your
comments to the appropriate members of our development and management
teams for further review and action. We appreciate that you took the
time to help us keep our commitment to quality customer care, and your
assistance in correcting this issue.
I have applied a one time $50.00 credit to your account. I know that
this does not negate the poor customer service that you have received,
but is our way of saying thank you for bringing this matter to our
attention. I hope that it will serve to assure you that you are a valued
customer and that we are committed to improving your experience with
Comcast. You will see this credit on your next statement, Mr. Roy.
After reviewing your account, I see that you are receiving the promised
promotion of 52.98 plus applicable taxes and franchise fees for 12
months. This includes your Digital Starter package, Internet Service,
HD/DVR and cable modem. I can see where the additional $8.00 is coming
from and this is due to an additional digital box. I was able to reduce
this cost for you from $8.00 to $4.35 a month plus applicable taxes. I
understand that though our conversation this morning, Mr. Roy, that you
were not advised of being charged for the extra digital equipment. I
certainly do apologize for this. Any additional equipment there are
rental fees.
Further to our conversation, with the complaint about the paint on your
yard as well as your neighbors, I have sent this to our claims
department though the local escalations and someone will be contacting
you about this to set up a resolution for you.
We very much appreciate your business and I hope that you will allow us
to work to restore your confidence in Comcast. If you have any other
questions or concerns, Mr. Roy, please do not hesitate to contact us and
we will address those concerns immediately.
I had my comcast account on an auto pay plan but the debit card I was using was compromised due to ID theft. My bank changed the card number, the auto payments didn’t go through and I was late on 2 payments and NEVER NOTIFIED BY COMCAST. I noticed at least one payment had not posted, so I tried to access my account info on comcast.com When i logged on, the account was marked inactive, with no current billing info, with my previous billing address. Since it was Sunday…there was no phone support for billing. So i had a chat support session with a clueless comcast rep in the Phillipines, who promised to fix everything, but did nothing. Thanks! I attempted to pay through my inactive and erroneous account webpage.
I called the next day and I was promised that all of my issues would be resolved within 48 hours. 48 hours pass and no resolution. I call another rep and get cut off after 30 minutes. I call another rep and he at least establishes my current account page and assures me that my payment will be taken care of but has no clue when. He instructs me to change my username. He fails to tell me that the username must match the email name. My email name is the username of my OLD account, and I cannot change the username on my new account since it is already in use. There is no set process for anything at comcast. I spent over 10 hours working on these problems, mostly on the phone with several comcast reps who all had a different answer for the same questions. I am so disgusted that I will cancel my service as soon as my billing issue gets resolved. When will this nightmare end????
Hello I have a complaint against Comcast Cable Company and I am not sure where to file it.
I live in Federal Height Colorado. I cancelled my Comcast account back in May of 2009. I am still getting billed for this service and cannot get it to stop.
I have been to my local office, I have contacted them by phone, email, live chat etc. They keep telling me that they are “working” on correcting the situation, but every month I get a new bill. The bill is up to almost $800.00 now and I recently discovered that they have turned it into my credit report which greatly upsets me. What else can I do about this, it is causeing me a lot of undue stress.
Thanks so much for any advice you can give me.
We all saw your commercials that said we were covered for the digital switch in 2009. We would have to do nothing. We we’re covered. You will take care of us. Great! I’m glad you’ll be taking care of things since we pay you quite a bit of money, for a simple connection to cable TV. But wait, what’s this now? Now we’re not covered? We need to install these digital-to-analog (DTA) converter boxes now? You say this has nothing to do with the government mandated DTV switch, but you should have made this much clearer to your millions of customers. Don’t tell us we’re completely covered, then immediately after the switch make us jump through these hoops. You’re misleading your customer. It’s not right.
I work for a retirement community in Seattle. We have around 180 residents and around 300 televisions. I was contacted by your Business Services Group, since we are a bulk account, and was notified that we needed to install DTA boxes for each television on our campus. Initially you told us that our residents needed to sign for these boxes and you would deal with them individually. Why? We are the customer, not our residents. We have a bulk account so they don’t have to mess with a cable company. One of the perks of being retired! After some discussion of “wether this was possible or not” you told me the company could sign for the boxes and be responsible for issuing them to our residents. Excellent. A team of technicians was scheduled to come out to our community and install all the boxes for us. Information to provide to our residents regarding what to expect and a poster noting the install days will be mailed out to us. This never came. I had to call and ask where my expected mail was. It was never sent and “We’ll mail it out today” was the response I received. They did, and I received a letter in the mail a couple days later. Too bad it was only a poster that had the install date on it. I came up with my own memo to provide to our residents.
Install day has arrived. We were assured that the boxes would be installed and within minutes, channels would be available. This is good news. Don’t come between a senior citizen and their television! After installing a few boxes we were notified there was a ‘problem’ and it would be 24-hours until our new boxes would receive any channels. This isn’t acceptable – at least without notice! But we cannot reschedule. The install teams schedule was packed and we wouldn’t end up having them installed until after the cut off date. Proceed with install. Sorry folks, no TV until tomorrow.
Install day 2 has arrived. Technicians proceed to install these DTA’s that will take your cable offline for 24-hours. Around lunch time, the boxes installed the day before starting receiving channels. Woo Hoo! Things are looking good again… for now.
The next day, around noon, televisions are not starting to receive channels like they had the day before. What happenend? Why can’t our residents watch anything but a message that says to call Comcast because there was an interruption in their service. Frustration continued. A couple hours later, nothing changed. A call to Customer Service determined that the technicians that had installed these boxes, never arrived back to the office with our paperwork. The paperwork that included all the serial numbers from the DTA’s. The serial numbers that had to be entered into their system to make our DTA’s work. Why didn’t these get entered BEFORE installing the boxes? What happenend to these technicians? We still don’t know and its been over a week. So here we are. Friday afternoon. 4 o’clock. What happens at 5 when Customer Service goes home for the weekend? Are we out of luck until Monday? I’m assured I will be taken care of and was given a local Comcast office line to reach if I need any help. Great, but what about now? There is nothing they can do for us until they get this paperwork with the serial numbers. I offer to locate all these serial numbers and email them over. Sure, I’ve got nothing else to do on a Friday at 4:00pm but locate serial numbers on these boxes and interrupt our residents again. But for the sake of helping my residents – I do it. I manage to collect all the serial numbers and send them over. Some would work immediately after that, most would not. I would just need to come back on Saturday and make sure everyone is happy. After all, I was assured I could be helped on Saturday and had a local number to call.
I get to work on Saturday noticing that absolutelty nothing has changed since I left Friday night. I give a call to that special number I was given only to be told we are on a business account and the business account representatives are gone til Monday. Nobody at Comcast can help me on a business account? No. I guess they only care about their business customers 5 days a week. After notifying my residents that they would get no help until Monday, I went home.
Monday morning arrives. Most residents have been without television now for over 4 days, without notice. Let me remind you these are senior citizens. They watch more TV than your 10-year old plays video games. I’m not claiming that every senior citizen stares at the TV screen all day every day, but it is one of their only outlets into the outside world. If someone took my iPhone away for 4 days without notice, they’d better have a damn good reason. I can live without it, but I’m paying for it and I expect to be able to use it. I find the only way I’m able to get these boxes working is to call Customer Service, tell them I need to activate a DTA, give them the serial number, have them look up the account, tell me the box is not listed on our account, transfer me to a business account representative, search for the box again, verify all our information again, then add the serial number, and ta-da the channels start coming through. I had to do this for almost half of our 300 boxes. One by one.
The installers just unplugged DVD players and VCR’s and left them sitting unplugged when there was not enough power outlets – you could at least let us know what you had to do. We now have these boxes plugged into electrical outlets, consuming power, which wasn’t necessary before. Each box consumes around $12/year of electricity in the city of Seattle – we have 300! You do the math. Being a retirement community, we have many residents with arthritis and low-vision problems. Do you offer any other remotes than these little tiny ones that come included with the DTA? No? Did you forget about these people? Is there a code for the DTA so universal remotes will work with them? No? Well that’s great. Oh, you say your working on it? Sounds like this should have been done before you started forcing people to use your new equipment. I’ve invested too much time for something that Comcast was supposed to come out and fully take care of for us. I blame you for not planning this deployment thoroughly. This whole fiasco is unacceptable.
I am on hold with Comcast as we speak. Hung up on them the first time I called after 12:00 minutes because Carolina id#19698 refused to let me speak to a supervisor. As of typing this, I have been on hold for 16:15.
I am a bookkeeper with multiple clients so I am forced to deal with these people more than any human being should have to. I cancelled all Comcast services from my home but still have to deal with them on behalf of my clients. There is no such thing as a phone call to them that lasts less than 30-45 minutes. They are without exception The WORST CUSTOMER SERVICE in the world. I deal with dozens and dozens of vendors on a regular basis, cell phone providers, utility companies. No one can touch Comcast in terms of simply not caring about their customers. There logo should just be a human hand, flipping the customer a bird. Why do people continue to do business with them? Is saving $10 a month on cable worth supporting a company that has no conscience at all? Please people, fire them. Teach them a lesson, that you cannot run a successful business unless you treat your customers with some respect.
no wonder there’s widespread complaints about Comcast’s customer service–they’re too busy raking in profits to spend any on customer service!
ZDNET blog August 6th, 2009
Comcast rakes in the dough; Continues to poach voice customers
Posted by Larry Dignan @ 4:32 am
Comcast reported stronger than expected profits as more customers transitioned to digital cable and the voice and Internet services that often ride shotgun.
In the second quarter (statement ), Comcast reported earnings of $967 million, or 33 cents a share, on revenue of $8.94 billion, up 4.5 percent from a year ago. A year ago, Comcast reported net income of $632 million, or 21 cents a share. Wall Street was expecting earnings of 26 cents a share on revenue of $8.86 billion.
Like Verizon and AT&T, Comcast has managed the economic downturn well. Comcast ended the second quarter 46.2 million total customers. Here’s a snapshot of the customer trends. As you can see, Comcast is gobbling up voice customers yet losing video customers. http://blogs.zdnet.com/BTL/?p=22323&tag=nl.e539
Comcast shut off my digital/ internet service 3 days after I paid them. When I called CS they told me that I was “Shut off at the pole” and there was nothing they could do until they sent someone out to my location. The earliest appointment was 2 days later. After trying to figure out with the CSR how is it that I was shut off 3 days after a payment in full was made I hung up in a rage. To test the whole entire “Pole Disconnect” theory I removed the coax cable from the digital converter and placed it directly into the TV. Like a miracle from god I was able to watch regular non-digital TV. I called Comcast back and explained that they were wrong and in fact I had not been disconnected from the pole and I was watching Law & Order as we spoke ( I even turned up the volume so the CSR) could hear. The CSR gave me some spiel about resetting my account and gave me a warning about how if it did not work that my appointment for the “Pole Reconnection” would be pushed back a week. I was feeling lucky so I told her to do it. Low and behold, my digital service was restored for all of 15 minutes before it was shut off again and I was given another story about how they have to send someone out to “reconnect me at the pole” HELP!
My personal experiences with Comcast have taught me they only care to resolve complaints that will interfere with their future expansion plans. Emails & letters about an unpaid $100 rebate sent to customer service, the cust. Svc VP and even to Brian Roberts personally (sent registered mail) did not receive any reply or resolution. I only heard back when I filed with the Better Business Bureau, the FCC, the Federal Trade Commission. It takes awhile but hang in there and document EVERYTHING! Then make sure you let your elected officials know how you feel when Comcast is up in front of Congress begging to be allowed to make even MORE $$$ than the 52% increase in profits they recently announced.
My payment was late and I received a notice to pay by August 5th to avoid interruption of service. I called and PAID my past due balance on the 4th (I was out of town taking care of sick grandparents, and my house-sitter told me about the notice). On the phone the customer service rep informs me that everything’s already been shut off with sort of a “too bad so sad” type attitude. Thinking it was ridiculous, but understandable since my bill was paid late, I went ahead and paid ANOTHER $205.00 for installation of new service (note the cost of service went up from what I had before). We set an appointment for 8/08/09 between 8-11am for installation. When I got home I saw that notice indeed said that I had until the 5th to pay. I called Comcast back wanting to keep my old phone number, and was informed that they didn’t even have an appointment set up! I could hear the woman LAUGHING at me over the phone. She thought it was hilarious and refused to send someone out on the original date of my appointment. My account has been debited $535.00 and I have NO phone, internet or cable services. Hopefully I don’t have to call 911 during this time.
I am comcast Triple Play customer from more than 2 years or so. My monthly bill used be to around $120. When I decided to shift/move from one apartment to
another, I informed comcast to disconnect my account services on 29th June 2009 and connect to new place on same day. Comcast confirmed the appointment 29th
June 2009 at 8 am – 10 am window. But one fine day i.e. June 23rd all my services stopped working including phone. Since we didnt have landline phone
working, I had to use my prepaid phone (10cents/min) to find out what went wrong. Comcast informed that they disconnected the service on 23rd itself instead
of 29th. When I asked them why they gave no answer. I requested them that I have whole “move” to plan, whether they can reconnect at least the internet &
phone, they said no. Trouble started after that. No internet and phone and whole move to plan. Search the movers, talk to movers, get quotes, contact
people, cancel existing services, all in pain & jeapordy. Sudden shock.
It impacted my work a lot. No internet means I cannot work from home. That means sit in office long hours 9 am to 10 pm.
Go to office on weekend for internet for wrapping up the work and also do the personal “move” work too.
For phone, I had to use prepaid cell phone.
For wife’s boring time due to no TV, every night restaurant and rent DVDs from DVD play.
I guess all above would have easily cost me minimum $200 and lot of pain and lost peace of mind(courtesy Comcast).
Finally I moved. But I realized the criticality of internet and phone services. I decided that I would reduce my dependancies on comcast and would get into
right alternatives. So I started my evaluation. So I switched to AT&T landline phone and wireless cell phone.
Also lowered comcast package and monthly comcast bill from $140 to $50($90/monthly loss to comcast). Also influenced upto 2 guys to compare AT&T with
comcast. They chose AT&T finally.
For me though Comcastic trouble is not yet over. Now, they sent a bill $120 for same old address but for a different acount number #8770100149207614. Which
is this account now? Well, comcast realized they disconnected me accidently on 23rd June 2009. Hence,they reconnected me on 24th June 2009. But they didnt
inform me abt new acct. For me, none of the services were functional during 24th to 29th 2009.
When I told them abt new bill, they mentioned that I have to go to their payment center personally to cancel the new reconnected account. So I drove 10 miles
to payment center. I explained the situation. The arrogant lady mentioned that she would cancel the new account and no fees charged. But she cant give any
receipt or any confirmation that new account is closed. That means no acknowledgement abt the conversation at comcast payment center.
I am still wondering how this company operates? I was not expecting such poor work ethics and process from a major US telecom.
I would like thank the forum against comcast complaints.
Ted Account Number: 09529389189-07-1
Wow this site is great! This will be one of numerous complaints I file against Comcast. I am a really nice person and I could not be any more angry than I am currently. I moved on June 11th down the street and simply wanted to transfer my service over. On the first appointment the technician said he did not have a long-enough cable to complete the installation. I said I have one at the old house and will be back in 5 minutes. He said ok. When I came back, he was gone! I called support, they said the techs have to stay on a schedule but they can reschedule the appointment. The next appointment I was ready for them, they didn’t show up. I called and they said the tech called to say he was on his way and no one responded. I was in a place where I don’t have signal but I would have been home at the appointment time for the entire window. The 3rd time, the guy simply didn’t show. No call, no nothing. I called support and without apology they said they don’t know why nobody came but all they can do is reschedule me. I asked for a supervisor and they hung up on me. I immediately ordered DirecTV and that has been installed successfully, the first time! But still no internet. I made another appointment since Comcast has a monopoly on internet here, and they finally came about 2 weeks later. 3 weeks for the first appointment date I got internet. Then I got my bill and it showed that my request for cable cancellation had not been received, AND they decided to start charging me for renting their modem, which I never did. I called 1800Comcast, and they said it was the wrong department and transferred me to Maryland, Maryland said since I lived in DC I would need a different number, and for some reason I got transferred to NY! They said sorry and transferred me back to 1800Comcast, who finally got me to the cancellations department…after 4 hours of holding and transferring!!! The cancellations department said everything was fixed. Then I got another bill-no changes. I went for the Live Chat and after doing that for an hour she said it’s all fixed hahaha. I just got my bill: $236.10 Nothing has been fixed, modem still on their, no payment credits, no missed service credit, cable still being charged, internet not prorated for June. And some late fees! I just contacted Live Support again. They said there is nothing they can do but a supervisor will be contacting me soon. Yeah right, I’m not holding my breath.
Despite ever-increasing bills from Comcast Cable, I have been a subscriber for msny years. I shouldn’t have been surprised, given Comcast’s terrible reputation, that their latest ploy has been to move the Movieplex option to a “higher tier” – in other words, I am paying the amount of money for lesser service! Yikes.
Just today I enrolled in the Comcast Triple Play. Despite other companies out there, in the area where we will be moving to Comcast is the easiest solution – note that I did not say “best”.
And things are off to a WONDERFUL start.
The current promotion is that if you sign up for a 12-month Triple Play package you get a price of $99 each month and a Dell Netbook. The Netbook wasn’t a huge deal for us, but hey, I like a free piece of equipment just as much as the next guy.
When I submitted my order I had to use the Chat function to verify the order. Once there, the CSR pops the revelation that to get the Netbook, and the service in question at the $99 price point, I had to sign up for the 1-year promotional rate, as well as a second year at a higher rate.
Thankfully I read the Consumerist and I was prepared, having read the T&Cs fully before I ordered my package. When the CSR offered to “helpfully” copy and paste the T&Cs, which turned out to be ad copy and not any copy from the T&Cs, I was able to counter with the actual link to the T&Cs that never mentioned a 2-year contract.
They are relying on a deliberately misleading advertising copy where it states, “NEW SUBSCRIBERS: Get a free Dell Netbook with the HD Starter Triple Play for only $99 a month for 12 months and a 1-year minimum term agreement. Plus, you’ll continue the savings the following year with a price of just $10 more per month.”
To me it was a redundant piece of copy, however they are relying on users to not understand the actual statement. So when users enroll they are forced to sign a 2-year agreement just to get the Netbook. Plus, this little fact is not spelled out in ANY of the links to the packages Terms and Conditions.
Ultimately, I’d like the copy to be changed, as well as clearly spelled out which is to get the lower price AND the Netbook, you must sign up for a 2-year minimum contact. It’d be nice to see them own up to their misleading copy and ship the Netbook.
Not a real biggie for me – I’ll just go with Dish, but……
I’ve checked for months and Comcast can’t seem to get a channel list on its website for my area.
Now that I want to change my package I can’t:
1. find out what channel’s are included in what packages
2. find out what they cost.
Dish and Direct TV are quick to tell me what packages they have, what channels each package includes, and what they cost.
I’m actually not unhappy with Comcast – at the moment. It would be a pity if I was forced to change to someone else for something as simple (for them) as putting their line-up and packages on line………
Why does being a Comcast customer have to be so painful? NOTHING is easy with these people! NOTHING is convenient! NOTHING!!!
My latest in a long list of grievances against this horrible company is very, very simple. So simple, in fact, that I can not believe I’m here actually complaining about it.
I logged on to Comcast’s website and all I wanted to do was update my account to reflect a change in my telephone number.
That’s it! That is all I wanted!
Seems like it would be a simple, 5-minute task, right? But nooooo! Not with Comcast!
There does not appear to be any way for a customer to update his/her user information on their poorly designed, user-unfriendly website. You apparently have to go through the ordeal of calling and being put on hold for eternity. I tried contacting them via their online chat and after answering a bunch of questions that were supposed to help me solve my problem (but didn’t), I was informed that I was 13th in the queue. I ended the session before it ever began. I don’t have time for this nonsense.
I guess Comcast has no interest having my new phone number. I’m not going to waste any more of my precious time making sure they have it.
Every other company I deal with online gives you the ability to update your account information online. I don’t understand this at all!
It’s stupid BS like this that shows a fundamental lack of respect for me as a customer that has caused me to reduce my Comcast service to the bare minimum. I have the absolute minimum, local-broadcast-channels-only cable package for about $19 a month (FYI: They don’t advertise this, but they MUST offer it to customers by law!) and the bare minimum Internet package.
I sometimes wonder how many THOUSANDS more of my dollars they would have received in business from me over the years if they only gave a damn about customer service and satisfaction. It sure would be nice to have HBO and all that other stuff, but it isn’t worth the disrespect.
I wouldn’t give my money to Comcast at all, except that they are currently the only game in town. As soon as I get another option I AM SO F**KING GONE!!!
After receiving no reply whatsoever to my good faith counteroffer for one week from Ecare or anyone live, I called DISH and they had a very competitive HD package, with the latest HD DVR equipment–no brainer-ville. Arranged service and called Comcast to discontinue the negotiation over price and service (their original offer by Comcast was not being acknowledged, then agreed to and once installed, Comcast corporate refused to honor it, offered $50 credit and additional $4 monthly fees/charges for digital starter–instead of HD channels originally promised by CSR) which were a downgrade from what was originally offered to induce installation). Seems they say anything to get the order, then figure they have you by the short and curlys.
For all the above reasons and more, we are going to ditch Comcast just as soon as we figure out who to get to replace them. We have all 3 tied up with this nasty, incompetent company. I am soooo tired of dealing with people who do not know about what they are talking and furthermore do not care about what or to whom they are talking. They speak out of both sides of their mouth and them ignore both. Even going to them in person yields no better results. The last time they gave me the wrong unit and denied it was the wrong thing even after another worker there said it was. I cannot stand to have to deal with them, but will when we gleefully cancel them. And it won’t be soon enough!
Comcast not once, but twice, messed up our bill. They swore that my bill was only 164.00 in July, which I paid, on time, after they adjusted it from 245.00. (Sorry, mam, the billing was messed up.). In August, I recieved the bill for 204.00. I called Comcast (816-795-1100), and got the same, “Sorry mam, the billing was incorrect this month. I’m sure you understnad.” I’ve had to call Comcast almost monthly since Digital took over the United States. Comcast cant’ get our HD settings correct, and our TV keeps dieing on us. I can’t wait for Uverse.
At some point several months ago, Comcast started sending my bill so that I would receive it within days of the due date. I called them to change the due date, and they informed me that I would have to go in person to one of their offices to change the bill date. Okay, so this is a digital communications firm that allows you to purchase service by phone and pay your bill online, but they make you go into an office to change the date of your bill. I have never dealt with any other company that sends you a bill and expects it to be paid within 2 days of receipt. My take on this? Comcast wants to be able to collect late fees from its subcribers. My bill used to arrive within a few weeks of the due date. Now it’s arriving later and later. I hate Comcast, but I don’t know of any other companies that are better in the DC area.
There’s a reason why Comcast was voted the 2nd worst company in the US by Consumerist.com. I can think of think of 14 reasons why. That’s because 14 is the amount of Concast employees that I have spoken to to get the bogus transfer of my services to my new address “resolved”. Let’s review:
Call 1- I called to transfer my service to my new address. I also griped that I was paying more for the service than what other people I know do, and got our monthly bill lowered for another year. Thanks, Concast! I also asked to have Concast install 3 wall outlets. We scheduled an installation from 11-2.
Call 2 – I called to complain that technician scheduled to install our service was not “qualified” to do that kind of installation. (He says this after he fishes around our attic) He told us that a supervisor was going to come in the afternoon to finish the job and I wanted to verify that was actually happening.
Concast employee 2’s response: Well, if he said he’s got someone coming to your house, he should come out.
Call 3 – I called to complain that the SUPERVISOR said he will NOT come out, because there is a rule that they can not be in the attic after 11 AM. Therefore, it would be against protocol to finish the job as scheduled. What now? Can we reschedule our 3 wall mounts?
Concast employee 3’s response: No. You were never scheduled for 3 wall mounts, only 1 floor install. You can only schedule 2 wall mount installations per call and if you want a third, you’ll have to wait until the work order is closed before you can schedule another one.
Me: Great! Thanks for nothing! Let’s schedule another 2 for another day.
Call 4 – I called to say that the SECOND technician showed up and said that he was ALSO unaware that he was going to do 2 wall mounts. -but he was coming back….
Concast employee 4’s response: Well if he said he was going to come back then he should come back.
-So, the Concast Contractor (For those of you who don’t know. Concast uses non-Concast companies to do their installations sometimes) comes, hangs out in the attic, crawls around in the crawl-space, then ultimately decides that he A) doesn’t have the right size cable and B) doesn’t have the right size drill bit. So, C) he will have to look around to see if the right size cable shows up. That evening, there was still no cable. The technician told me that he was going to come back in the morning at 9 AM.
At 11 the technician finally shows up with the right cable, but wouldn’t you know it? HE STILL DOESN’T HAVE THE RIGHT DRILL BIT! So, I lieu of having ANOTHER Concast technician come out, we told him to install the cable through the floor. -Our brand spanking, not even a month old, new hardwood floors.
The cable and internet got installed, but wouldn’t you know it AGAIN!? The technician didn’t have the right cable box that we ordered. So at 8:30 PM that night, the technician finally arrived with the right box, we gave him our old box and all was right in cable/internet land…for now.
Five days later, I checked online to make sure that our billing was correct online at Concast’s website. Lo and behold! There was a $308 bill staring back at me. Apparently, there was a $248 charge for UNRETURNED EQUIPMENT.
Call 5 – I called to figure out why I have a bill for $308???? And why do I have a charge for “unreturned equipment?? I need to speak with a manager
Concast employee 5’s response: Well, I may be able to help you. It looks like the equipment is labeled as missing. The work order that the technician started for you was not closed out. It still shows that it’s open.
Me: Well, we already have our equipment installed, so why is it still open? We returned our old box to the technician? Why can’t you just label it as found?
CLICK! I got cut off. THANKS T-MOBILE!!! I curse your wireless network of lies!
Call 6 – I just got cut off. I called to figure out why I have a bill for $308???? And why do I have a charge for “unreturned equipment?? I need to speak with a manager.
Concast employee 6’s response: Well, I may be able to help you. Your equipment is still listed as missing. I can only issue a request to investigate where the box is.
Me: I was told that the work order wasn’t closed what about that?
Concast employee 6’s response: Well, I don’t know why he didn’t close it out. It may be because you have another technician scheduled to come out this Wednesday at 8-11 AM.
Me: WHAAT!? I never authorized that. In fact I was told that I wasn’t even allowed to schedule another wall mount until the first work order was closed. So, are you saying that because this technician hasn’t turned in our equipment, we are going to be charged for his screw up??
Concast employee 6’s response: I never said that. If you returned it, you shouldn’t be charged. I’ll put in a request to find out what happened to the box and cancel the work order for Wednesday. Your account should be fine now.
Call 7 – I’m calling to complain that my bill is still $308 because of unreturned equipment that I actually had returned to the technician. I also just got a call from Concast saying that I still have a technician scheduled to come out to my house tomorrow. I cancelled this on Sunday. Why hasn’t it been cancelled? I need to speak with a manager or supervisor.
Concast employee 7’s response: Maybe I can help you. Well, the equipment is still listed as missing and we don’t have any record of there being a cancellation of this service.
Me: Well, I called on Sunday to have all of this resolved. What happens now?
Concast employee 7’s response: I will have the work order cancelled. I need my supervisor to speak with you.
30 mins later. Concast employee 7’s response: My supervisor can’t speak with you now. He’s leaving in 20 mins. So, he will definitely call you back soon.
GUESS WHAT!? He never called.
Call 8 – same shpeal as above.
Concast employee 8’s response: I will have the work order cancelled. I will also call you tomorrow with an update of where your box is.
GUESS WHAT!? SHE never called.
Call 9 – I called to say that I cancelled a work order that I never authorized both Sunday and yesterday, but this morning I got a call from a technician at my house wondering why I wasn’t there! I need to speak with a manager or supervisor.
Concast employee 9’s response: Well, the work order was never cancelled. I can get you to a manager.
Concast employee 9/Supervisor 1’s response : Your work order has been cancelled. I also show that the old box in en route to the warehouse.
Me: So, my service is back to normal? And I won’t be charged for the box?
Concast employee 9/Supervisor 1’s response : No, you won’t be charged for the box. You just cancelled your service.
Me: No I did not! I should have my Digital preferred package and internet.
Concast employee 9/Supervisor 1’s response : OK your service should be ok now.
Call 10 – I’m calling to say that I don’t have HBO anymore. I was told that this was part of my package.
Concast employee 10’s response: Well, I’ll restart your cable box and let me know if that works.
Me: Um, no.
Concast employee 10’s response: Ok, well we’ll have to send out another technician to see if there’s something wrong with your box.
Me: What do you mean!? It was working last night! I think something got screwed up when that supervisor “reinstated” my service.
Concast employee 10’s response: You’re right. It doesn’t show that you should be getting HBO at all. Let me transfer you to sales.
Concast employee 11’s response: Yes, you should have HBO let me have my supervisor speak with you.
30 mins. Later, Concast hung up on me.
Call 11 – I just got cut off. I was on hold to speak with a supervisor.
Concast employee 12’s response: Oh! Let me find you one. Pls. hold.
Concast employee 12’s response: I found one! She just needs to step away from her desk for a moment. Can I ask the gist of your problem?
Me: Yes, I’m supposed to have HBO, and trouble-shooting says that it’s not on my list of services.
Concast employee 12’s response: Oh! That’s simple. I’ll just add it back on….Is it working now?
Me: Yes! Thanks!
Call 12 – I called to say that my internet is not working.
Concast employee 13’s response: Ok I will just have to reinstate your modem. Is it working?
Me: Yes! Thanks
Call 13 – I called to say that my bill still says that my equipment has not been returned. A supervisor had told me yesterday that it was en route to the warehouse.
Concast employee 14’s response: It does not show that the equipment has been returned or that it is en route to the warehouse, but if the supervisor told you that then you should give it a few days to process.
Here is my experience with comcast
had 4 appoinments to have them install Internet Access
4 NO SHOWS this cost me $1200.00 for time had to take off work waiting for them
when they finall showed up (5th) they handed me a bill told them had to contact office that the bill was wrong and we would have to reschedule
1 was told by the reps that because Comcast took over Adelphia that there was a special of $14.99 for internet and $10.00 for cabble tv access
when call Comcast was told that they had such deals going so opted out from comcast because they lied to me about there service
2 about 6 months later they had the so called $19.99 special for 6months and if you went to there sight RIGHT on there sight it said
$19.99 for 6 month then it would be $42.99 .Copy there ad from their site. contacted Comcast about there add and was told that I miss read it it was not $42.99 but $59.99 per month as far as I am concerned this is false advertizing
3 a few months later Comcast contacted me withan offer of $19.99 per month for 6 months and they were throwing in free basic TV for a full year at no extra charge . Agreed to what they offered and again right after they installed the equipment they handed me the bill $42.99 per month
Called Comcast had a fight with Comcast was told that that is what I ordered ($42.99) Then managed to get them to reduce it to the $19.99 as agreed upon
4 installed their GREEN installation disk
5 about 20 minutes later tried going on the internet had to call there TECHNICAL support(if you call dimm witted monkey technicians)
they managed to reset modem which was OK came off the Internet and I will admit it was fast no complaint about that it is fast I will give them credit due for that
6 after coming off the internet could no longer access any of the programs on my DESKTOP
7 called their so called TECHSUPPORT (monkeys behind computers) was told that they do not give out programs of any kind When I mentioned the INSTALL disk that they gave me He had NO idea of what I was talking about and said that they do not issue disks when informed them that I had no problem before
8 after convincing him he tried to that I picked up a VIRUS and to take it to a COMPUTER place and have it repaired that it was in my computer.notified him I also repair computer and there was nothing wrong with the computer
When I told him that I was running CA antivirus and Malware atimalware and that I was behind a firewall to boot and had already run these and found nothing and that the o9nly time I had a problem was when their modem was plugged in. was then told disable and not to use Virus of firewalls protection. How would you like to have a Technician tell you to surf the net without Virus or firewall protection
9 since he could not answewre the problem he told me that he would have another technician return my call. I waited until about 10 oclock that night spent the rest of the night reprograming computer to get their program out no call at 8 oclock the next morning they were notified to disconnect me from there system
Here are the other problems that I have with Comcast
1 2 days after install I have a $42.99 bill not the $19.99 with a $3.00 rental free on the modem which I forgot to tell was supposed to be free
2 I do not like COMCAST giving out my name or location over the internet
3 According to Comcast they Do not do this, and at the time I was running not only a Firewall but I was Running a PROXIE from Germany (everything I do on the net goes through a different server)
in another country so there is no way that anybody should have been able to know who I was or where my locating is
4 Do not like COMCAST putting their files om my computer and editing my windows registry
up untill about 2 weelks ago Comcast has now removed it they had a perminent internet access for $24.95 and from what I was reading with no other REQUIREMENTS ads been remover
and at was at a reduced spped I believe it was 512k up and 1 meg down speeds
I would like to upgrade from DIALUP but not with a rippoff company like COMCAST so I am staying the way I am
when I want high speed internet access I go to a HOT SPOT location and plug in my WIFII card and get it for FREEEEEEEEEEEE THANK YOU COMCAST for the FREE internet Access
you can send this to Comcast if you want I do not care
I moved into a new building at the end of June. I called Comcast in the end of June to set up service. Like I said, the building is new, so I knew I was bound to have an issue or two.
I have now called literally 10 times, and each time I am told about this one error, and that the customer service reps will forward the issue and it will be corrected within 24 hours and they would call me back. Not 1 callback.
Not only that, but on call number 9 the lady told me the error was fixed and she scheduled service. I have spent today off of work to sit around waiting to for internet and TV. Call 10 was to ask where my installer was once their window closed, and there was NO RECORD of my request yesterday.
Everytime I have called I have taken the name and identifier of every person I have spoken with, but nobody seems to care about that. And comcast has a monopoly on our building, so I have no choice but to wait and make call #11 sometime soon. GRRRRR!
I have been in my commercial space for 4 years now. For the last 8 months I have been trying to get comcast service, They keep telling me the landlord says “no more installs until comcast puts in a lock box”. Yet as I sit here there has been 6 different tenants get service. The last one 2weeks ago is 100 feet down the hall. I’d got to someone else, but there is no decent alternatives in the area.
Minor beef in light of others I’ve read but here goes anyway. I called Comcast tonight for a simple matter. I needed my remote re-programmed after buying a new TV today. The website instructions and tv codes didn’t work. The remote worked for certain functions but no on others that were very basic like volume and turning the TV off and on. I called the main Comcast support number and entered the prompts for a digital cable technical issue. The automated system transferred me to billing which made no sense at all. I was transferred to three different Comcast agents and then they disconnected me. I made this phone call FIVE times and never once spoke to an agent in the TV technical area.
I was having problems out of my Macafee and I called in. Well, after telling the young lady what was the matter she directed me to uninstall the program and I did. Now it is worst than it was.
I called Dell to see what should I do and they said there was nothing I could do and I should have never uninstalled the program. So now what?
My advice to Comcast is to tell the reps not to give advice. She was telling me as if she new what the problem was and I followed HER INSTRUCTIONS. Now my children don’t have a computer for the coming school year. I AM OUTRAGED WITH THEM.
I am going to cancel Comcast and go with DirecTV. In addition to the glitchy cable service (audio dropouts often, long delays with DVR commands), I am having trouble with recordings. Even though all my settings are CORRECT, shows that are clearly designated as “repeat” will record, EVEN THOUGH I HAVE IT SET TO RECORD NEW ONLY. So everyday, I get to come home and clear my (20 hd hour) dvr so that it does not run out of room and delete something I don’t want it to.
I had Comcast’s internet and TV service for two months before I was fed up with it and canceled the service. In that two months I went through four modems that all randomly stopped working. I knew it wasn’t my computer because I built this desktop and configured it properly. The problem rested in the fact that Comcast gives their internet customers old, refurbished modems without any driver software. Because of this, the modems will not work on more than one machine for extended periods of time. Why? Without any accompanying software, DHCP will not be enabled, so your modem will give you a static IP. Once that protocol expires, you can’t get another IP, and your connection will be nonexistent. The sad part is that not one technician I consulted or any customer service representative on the phone knew what DHCP is, so I had to explain to them why it was so important and why giving old, refurbished modems without software is a terrible idea. It may save Comcast a little money, but it creates a plethora of headaches for its customers. When I first lost service, it was down for a whopping 24 days. I was credited for that time, but it’s unacceptable that they couldn’t fix it within that time.
My other major issue was canceling the service itself. I called on 13AUG2009 and spoke to a woman named LaShawn (phone 904-374-7600 ext 1276203). She was a shift supervisor, so I expected a little more out of her, but I was wrong. She told me that she had canceled my internet and TV service, but when I returned the modem, TV box, and cables at the local Comcast store today, the employee there informed me that my service was never canceled. He was nice enough to cancel it for me and credit me for the five days I had been charged, but the fact that Comcast would brazenly lie to me is shameful. You do not lie to a Navy officer and expect to get away with it.
If anyone is interested, you can talk to a live person in the Comcast Exectuive Offices (or so they claim) at 215 665-1700. I called today and was told that someone in charge of Georgia would be calling me back to handle my complaints. I doubt that they will call but I’ll keep calling. I hate having to spend anymore time on Comcast. They have wasted hours of my life with their incompetence already.
I’m am so frustrated with Comcast, I’d like to file a complaint but I don’t want to waste time on them anymore. I tried to install internet service at my house 3 times and each time there was an issue. The first I scheduled on the website for an install between 9am-12pm. I took the morning off but I couldn’t take a full day off because I don’t get paid leave. What happened, Comcast did not show up and finally called at 9pm to do the install which at the time I was not available. I called to reschedule and I had an appointment for last Saturday for the same time. What happened, they didn’t show up. I called to verify and they said it was scheduled for next Saturday. I told them it was imperative that I get service. They got me an appointment today between 2-5pm and again I waited. Of course they called and it may have been my fault that I wasn’t around my phone at the time. But by the time I did get a hold of them 30 minutes later. They cancelled my appointment. I did get a hold of the technician and all he can say is that “I get off in 5 minutes I can go back, you are going to have to reschedule.” I decided that moment not to bring my business to Comcast.
I’ve decided to go with Verizon DSL, a service I left because the company is terrible also and is not much better than Comcast, but they are better I believe.
July 25 old house morning
The tech was door banging and Yelling. Did not announce who he was. My wife thought it some angry robber. Then the cable went dead without notification
July 25 new house
Techs late by 4 hours after a 4 hour window.
No tone detector to install into a newly built prewired house.
The 2 techs insisted TV was broken
Ground not correctly run, it ran back into the brick veneer
Cable was run diagonally across the back yard.
July27
Tony Bright technician
Rude on the phone pre-visit rude did not announce who he was.
Late of course
On the phone with T-Mobile the entire time arguing about his bill and how he needed to be compensated.
Shh! Me when I asked a question
Cut terminated lines
One box was delivered; I had two at the old house.
He was asked to leave.
Aug17
Tech Josh Cook not rude
Did not have tools to install lines, His truck was in the shop
Added one box digital box like I had before.
Took old boxes and turn them in, Thank you
Aug 19
Tech Josh Cook not rude
Late by 2.5 hours
Could not wire last room
Completed one install
Re-ran exterior source line.
Will return for cover box
Corrected problem with ground wire
Identified low line signal with high quality may affect modem
THREE Holes in the ceiling
Aug20
Install exterior box.
Did I mention this is a new house less than 30days old
Acc#8777-70-203-0800663
The newest scam by Comcast is this DTA equipment for digital rollout. Yes, they are providing 2 free boxes but they are pieces of %$#%$@#$%.
I own a Series 2 Single Tiner Tivo. Works fine with both straight cable or a cable box. It will not work with the new DTA’s because Comcast chose to not include a serial connection and only close to accept IR blasters.
Called Comcast and was transferred 4 times. It was clearly evident that telephone andtechnical staff had not been trained on DTA issues. When I explained my dilema, the first answer was tough, Comcast does not support TIVO. When I pressed, I was hen offerred a cable box but only at an extra monthly charge of $5.99
Why should I be forced to pay an extra fee because Comcast changes their service?
after supposedly resolving BBB complaint 213EC-93A02-E3431-98E21-C0DC2-2BD03-44 by returning all equipment and terminating all Comcast service, Martinsburg local supervisor contacted me and stated this was resolved with no balance due–only now I got a Comcast bill for $72.82!!
Incredible–at least I got a receipt showing the $0 due, they will state anything to get an order, anything to install and start a billing cycle, whilst corporate staff passes calls on to dead ends.
No surprise they don’t conduct business in writing–might have to honor what they promise through misrepresentation and don’t deliver.
Had DISH as an option, received brand new state of art equipment that allows 2 TVs/2 remotes to be hooked up to one HD DVR receiver, both can record and very large hard drive, very impressive and competitive pricing for package (better channels)–Comcast installed a dated HD DVR receiver that was refurbished 4 times by stickers on bottom, very hot (installer set it on place cloth and glad I noticed it before it started a fire!), and 2nd receiver was digital after installer referred to it as “HD”!!!
My biggest complaint with Comcast is calling with a problem and being subjected to recordings stating my call is important to them and to talk to a representative about the latest services while holding more than 45 minutes. I would love to talk to a representative but it is impossible unless one takes a day off of work.
I am an Ex Comcast employee. However, I did remain a Comcast customer… Until TODAY!!! I just found out that my local Comcast in INDEPENDENCE MO fired-eliminated all of our local customer service reps to send the jobs abroad! Way to show your American spirit COMCAST!
Comcast is the only internet service provider in my new home area.
I recently purchased a newly built home. I went to the Comcast website to do the change of address switch via their designated website. I talked to an online rep who said the transfer would be no problem and to complete it I would need to call my current provider office. I did and they said it was impossible to transfer to my new address. I spoke with a manager and he said it was possible but I had to call the office for the area I was moving to.
I called the office for the new area and they said it was impossible to transfer. Fine, I’ll disconnect there and set-up anew. Small hassle. Then I was informed that because it was a new house they would have to survey the property for lines first and that it would take 5-10 business days for the survey but she would expedite it.
Days came and passed and we called Comcast again. This representative explained that it would be 7-21 business days for a survey and she had no record of my previous conversations. I spoke with a manager and he said 1-2 weeks and he would expedite it and have someone call us back within 24-hours with details.
24-hours passed with no call. We called again. This time they said it could take up to TWO MONTHS. We spoke with a different manager who had no knowledge of my previous calls. He explained that they have to wait til the county goes out and marks the ground, then they can survey, and then they can install service. He said he would expedite us; but, 14-21 days was “typical”.
Everyone we call has a different story, a different time frame, and even though they are all nice and polite on the phone, their lack of helpfulness and communication within their own company completely pisses me off!
Unfortunately, we have no choice but to go through Comcast; but, my husband telecommutes at night and right now he can’t get work done because of our lack of internet.
I will be calling Comcast shortly, to either cancel the service or resolve the issue. I had signed up for a promotional offer. When it expired I resigned up for service, at a slightly higher rate, of course. (Our promos have changed bit.) When I resigned, I was told by the rep that my current cost/service would not change. I recently received a notice saying my current promo would be up in two months, but I could resign up (at yet again, a slightly higher cost). My current bill (immediately after the two month notice) reflects a higher price. I will simply switch to AT&T for internet only. I am sick of this bait and switch crap@
To clarify, when I re-upped my service in early ’09, I was told my cost would not change. The current bill reflects a $20.00 increase before Comcast’s stated 60 day notice of increase (notice received in mid August). Even though in the late winter/early spring, I was told my bill would not change again. I contacted Comcast via web address listed on COMCASTMUSTDIE and received a very quick reply from Melissa Mendoza. We shall see what happens. I will repost with outcome.
Bottomline: I will go to AT&T if they do other than retain my current service at the current price for the duration of previously stated time.
Consumers in America have been abused too much by corporations that think they are entities with rights but no responsibilities. (I do hope the Supreme Court plugs the loophole in that decision soon.)
I must add that I am concerned about some of the things I am reading about Comcast slowing people’s internet speed, etc. I am in southeast MI, and Comcast was in trouble with the FTC & FCC about slowing people’s bandwith on purpose (not to mention tracking and shaping people’s traffic).
I exchanged a couple of emails with Ms. Mendoza and just received a new email from a Vinisha Chugani (obviously an outsourced job). He or she had not read my previous emails and wanted me to start from scratch with acct # and narrative about “my promotion”. I did not have a promotion. I had a locked in price, according to previous Rep.
After a couple more emails and a request for when I might receive an answer, Melissa said I would receive a call this afternoon. I just got that call and it was a basic Rep trying to sign me up for a promotion, and she said she knew nothing about the 60 day notice, etc. I felt like I was on a gerbil wheel and requested to speak with a Supervisor and was told she was unavailable till Monday.
I’m hoping someone can solve my problem because apparently no one in Comcast has an answer and I’m waiting for AT&T U-verse. When Comast went digital and we had to get these boxes we did. We have a rather large home and a lot of TVs. We have put an amplifier on each TV because we get tiling (the picture breaks up into little pieces). Is this my problem or Comcast. I call them up and they are complete idiots and I don’t know who to contact that would have an answer.
This site is as user unfriedly as Comcast. Where do I leave a complaint about Comcast?
Comcast does not recognize either of my phone numbers when I call for help (Although they gave me the residential number.), so I go the Customer Service, where I have waited up to 90 minutes. Their website Customer Service is totally a joke. I have spent one hour trying to fit into one of their categories of complaints with no success. I have no idea what to do next!! barbara.brasher@comcast.net
I’ve seen a great deal of complaints from this website about Comcast and how they have straight out put you down. This really makes me feel bad because as a Comcast employee I try to make every experience for every customer as good as it can be. Comcast was once the evil empire that simply brushed customers aside like they were nothing, but this company has taken a huge turn for the good. Our main concern now is the customers. You guys are the backbone of this company and we would be nothing without you.
Were trying to show everyone who left that we do value you’re business and we’ll bend over backwards to show you. If you’ve left because of how you were treated, please email me now and vent on you’re problems.
For residents of Greater Boston Massachusetts who have switched to another company, we want you back. Were ready show you and you’ll be suprised on how much were willing to do for you. Fios, Dish, Directv, and other customers have already came back because of the extremely valuable promotions were offering. I’m able to work with Massachusetts Residents.
That’s great for the people of Mass., but apparently Georgia is on a different path. You can call 6 different people and get 6 completely different answers. Once I was told my problem (Atlanta area) was a result of storms in Florida. No hurricanes or anything, just storms.
I still don’t know why our TVs are doing this breaking up into pieces.
I recently changed my service plan with Comcast. In my August 2009 bill, I was not only charged for services from July 28 2009 to August 27, 2009, but I was also charged for services a month in advance from August 28 2009 to September 27, 2009. I was never told that that I would need to prepay for the month of September when I switched packages. I believe I was mislead in not being told that I would need to prepay. The prepayment (8/28/2009 to 9/27/2009) was an extra $130.32 added to my bill. I contact Comcast twice, and they told me this is the way Comcast now does billing. I have since contacted the Attorney General’s office for Massachusetts.
Nothing has improved at Comcast as far as I can see. I set up an account for my 93-year-old mother in her assisted living place in 2005. It’s billed to my home address. I tried to cancel the account,and the Comcast phone rep requested the last 4 digits of my SS#. After giving him mine, my mother’s, and my husband’s social security numbers, I was informed none of them were correct, and I needed to go to the Comcast office in person to cancel this service. I set up the account myself, and I know I used either my SS number. So some idiot at Comcast must have written it down wrong! My own Comcast service also bills to my address, and my SS number matches, which I pointed out to the phone rep, to no avail. When I asked for a supervisor, or anyone who could help me, the rep told me I could file a complaint online. This company never changes. But my service provider will – that’s for sure!
FALSE ADVERTISING: TRYING TO MAKE GOOD ON AN AD WITH A FALSE CLAIM
I got an ad in the mail for a new “Digital Economy” package, with a headline saying: “Keep all the channels you currently enjoy, plus these”… and listed a number of channels I don’t get — all for $29.99/month, forever!
I’m a person who creates ads every day, so I know how important it is to give correct information in an ad, especially in a headline. I took a look to see if this was some sort of a new-customer-style program, but there didn’t seem to be any fine print to undo the headline’s claim.
I currently have the “family tier” which has kid channels like Nickelodeon, and I couldn’t see that channel in the “Digital Economy” plan, so I approached this plan carefully, making sure I could keep Nickelodeon after the switch.
I have had three conversations with customer service reps (online chat, phone, and phone supervisor) who have all said that they can’t make good on the ad’s promise, because of their inability to mix bundles.
I think this false advertising is indicative of Comcast’s wholesale disregard for their customers, or the consequences of their actions.
We signed up for Comcast triple play during the national advertising campaign. The campaign said order by july 12th and get a free hd-dvr for the first 6 months. We ordered on the 10th and received an appointment for the 15th. The guy came on time and installed the DVR and the phone then left.
Now the good part.
We received the contract 15 days later. It did not include the DVR aspart of the contract. I called to ask about it was told I had missd the deadline by 3 days. What? Comcast’s inability to provide a service in a timely manner is my issue? When I asked why the technician wold install a DVR if it wasn’t part of the deal, she replied “Oh, he just made a mistake…”. Really? Then I asked when they were going to bring me the right box. I was informed that not only did I have to bring the box in to exchange it, but I would be forced to pay a monthly fee for it INCLUDING THE PREVIOUS MONTH when the service had not even been requested by me (according to them). Enough. Give me the contracted 6 months or credit me for the unrequested charge for a DVR. It was installed by the error of your tech, according to your CS agent.
Mom is having to move into assisted living in Eagan, MN. Called Comcast to get service – 11 days before they can get someone there!! No sympathy what so ever for the situation. Had to listen to explanations that made no sense what so ever.
Hard enough to move her, but no TV for 11 days is going to make it extremely tough.
It’s really time to deregulate the cable industry so we can get some service.
I am signed up for automatic bill pay with my Verizon internet bill. They did not take out the payment last month, and this month they added a $24.98 past due fee. I called to have the fee waived, and was spoke to 8 different people over the course of an hour, 6 of whom spoke very poor English, 3 people who insisted I was calling from a cell phone because I was breaking up (I was calling from a land line), and 2 people who insisted that it was my bank who had charged a past due fee (which simply doesn’t make sense, since I was contesting my Verizon statement). I was disconnected after an hour and 7 minutes, with my problem still unresolved. Ugh.
I called the number on my bill that said “Questions about your bill? Call 1-800-567-6789,” and was transferred to multiple departments and back again. I was given the above number by 2 agents and told to call that to resolve my problem, and I said that is what I called. No agent spoke to any other agent to explain the problem or confirm that I was now in the correct place. I confirmed my personal information at least 10 times, since some people asked multiple times for the same info. Verizon treats their customers like garbage – amd I don’t know why, since I am sure 8 agents’ time is worth more than a $24.98 fee (which was wrongly charged in the first place).
Don’t make a mistake paying your bill online on Comcast’s website because it can’t be fixed. I went on with the intention of paying 1/2 the bill now and 1/2 in a week when I got paid. I typed in amount I wanted to pay and thought I had paid that amount. When I got the confirmation e-mail from Comcast, it said I paid the full amount. I called Comcast like five minutes after making the payment to see if they could change the amount and after getting bounced around to a few people, I was informed they couldn’t change it because when you pay online, it pretty much immediately goes through. Thanks for taking my grocery money for the week Comcast! They could see if they could issue me a refund check–I needed the money now, not when a refund check could finally make it to me. As angry that I was that I that they couldn’t fix the problem, it makes me even more angry that after all of this, they then tried to get me to add digital voice! REALLY! I call to make a complaint and you try to sell me something?! This happens every time I call them for anything! NO, I DON’T NEED A LAND LINE!
What are all the extra charges Comcast adds to its bill? Why can’t they quote me how much service will actually cost a month? Other companies are able to do so. I suspect a lot of the extra charges are bogus. Comcast must have a powerful lobbyist that allows them to get away with this crap.
I also find it bogus that their computer system isn’t coordinated with their paper billing.
Oh, and never will I set up automatic payment. Last time I did, they would double-bill me – monthly charge every two weeks! They try to get away with as much b.s. as possible. There should be either more regulation or more competition out there.
ok, i hope i am wrong and comcast actually contacts me, my email is eslingert@yahoo.com, heres the situation, i live north of atlanta in a town called calhoun, ive been trying to get service for over a year since we bought the house, the house in a subdivision where the guy to the right and the one to the left BOTH have comcast, anyway finally a month ago the “new construction crew” from rome calls me and says its ready service is available as soon as you pay 92 dollars for the install, so we pay this, then two and a half weeks later ,techs show up to hook up my service, after looking at the pole, the techs say they cant give us service, so i call the const. dept and tell him what the techs are saying, he asks to talk to the tech’s then they are arguing over wheather my address is servicable, and now over a month later i have no service and comcast has my money, keep the money just give me the service i paid for, this has been almost two months now
ARRGHHHHH!!!!!!!!!!!!!!!!!!!! I just spent 30 minutes of my life on a call with Comcast after I received my latest bill. After having a screenful of Please wait for the Channel –ON EVERY CHANNEL — for 5 days – I called Comcast. After several remote tests and turning box off/on and waiting for it to reset – NOTHING….Comcast finally said they did not know what it was and scheduled a service call. The technician could not figure out what was wrong, so he switched out the equipment.
So then I receive my bill and it has a service charge of $27.99 AFTER BEING WITHOUT CABLE FOR 5 DAYS and AFTER DEFECTIVE COMCAST EQUIPMENT WAS SWITCHED OUT. What!?
So I called thinking this must be some mistake. Well, after waiting for 15 minutes for the phone to be answered on a Thursday………a tool, who said his name was Issac, answered the phone sounding like he was not quite awake yet……. I explained the situation. He said the charge stands. I reiterated, just in case he did not understand….”I’m without cable for 5 days and the tech takes crappy, Comcast equipment away and I’m charged for the pleasure?” He gave me a warning for saying crappy. What?!?!
Issac said the we need to keep this on a professional level, here. WHAT!??!? I ask to speak to a manager, he says managers do not take calls. “So there is not one that you can transfer me to, bc I am finished with you.” Supervisors take calls. “Ok” He says I need to now why — COMPANY POLICY DICTATES THAT I NEED TO PROVIDE A REASON. “You seem to be a smart guy, let’s see if you can figure that out. I’ve had enough of you and your attitude.”
Then he tells me the reason has to be account related. WHAT!?!?!??!?! “Okay child, the clock is ticking until this becomes a formal complaint. For reasons I now question, I’ve been an issue-free Comcast customer for 9 years and that alone deserves better treatment than this – there are lots o’ options out there, my friend.” We play verbal chicken for a while…He gives me 2 strikes bc I said crap (see above) and said this is bullshit. You’ve got to be kidding me……Finally he gives.
Now I am on hold for 7 more minutes……The supervisor comes on and I complain about the charge and about “Issac”. She issues a credit based on the longevity of the account and excellent payment history. And then Issac? She said she file a complaint and let the manager know. Suuuuuuuuuuuuuureeeeeeeeeeeeeeeeeeeeeeeeeeeee………….I asked her how to file a formal complaint against Comcast to see what she’d say – there is a way to issue a complaint right off the website. What a freakin’ joke.
First, I can’t post my whole account # because I signed-up for paperless bills and you have to log into Comcast website to get your account #. Which it won’t let me do NOW, although my husband did it earlier! So, I hope that is enough info.
ANYWAYS, return home late on Sunday, after my husband spent 5 days in the hospital, 3 of which were in Intensive Care, after a back surgery. Get all settled in, he tries to get on internet and it don’t work. We don’t know how long it has been out because I had literally benn living at hospital with him. So, we have a friend come by on Monday to unplug everything. We know from MULTIPLE experiences, this is what they tell you to do when you call to complain. I couldn’t do it because I am 7 months pregnant and couldn’t get to the modems to unplug it and hubby wasn’t able to based on his condition. Well, it didn’t work. So, hours spent on the phone to Comcast on Tuesday morning. We are told the modem must be broke so bring it into the nearest payment center and exchange for a new one. Oh, and we learn that although we upgraded our internet MONTHS ago to the fastest one, they never changed our modem so we were still getting the slow stuff. So, I have to push furniture around and crawl my big belly around on the ground to get this thing unplugged. Then, load up my husband (because last time we got in a fight with Comcast because they wouldn’t let ME exchange broken cable box because I was not on account, although we have same name and live together!). First time, line out the door, no spot to sit, so we decided to come back later. Second time, I tried it myself. Waited 40 minutes in line. Thankfully, she acknowledged me as a person and I did not need to pull my husband and his walker out of the car. But, she tells me that the modem is for phones and they don’t deal with that. Huh? I argue, stating I supposed to have series 3 modem anyway, not series 1. She says okay I will give you that one but you keep that other one for your phone. Ok……so can I get more wires to hook it up. ” OH, you won’t need any more wires. Just call this number here on the box and they will tell you how to set it up.” I argue again, knowing I will need more wires. No luck. I leave annoyed and optimistic it will work out. Guess what? It doesn’t. Can’t even get internet to work! So, call and complain once again. Sending tech to our house on Thursday. So, here is my poor hubby, laid up in a recliner with nothing but daytime TV to amuse him. Plus, no land line for an emergency! So, here is Thursday. Tech to the house. Fixes internet and phone. Then says “let me check cable box out.” Hubby says no don’t, it fine. Man proceeds to do some stuff with it. Guess what? It not working now! No ON DEMAND or channel guide for over 5 hours! Call and complain again! Husband told that there is not a single manager in all of Comcast today. Telling us to crawl around and unplug it. Hubby can’t and I am at work! SO, they want to send a tech to our house tommorrow! We ask that A. not the same tech and B. After, 11 am because we have Dr. Appointments. We are told they can’t accomadate that. We need to be available on their time! YOU SCREWED IT UP and NOW I HAVE TO REARRANGE MY SCHEDULE! I pay Comcast $208 a month for over 10 years and still can’t get a break.
I am a long time technical employee of Comcast. I’ve worked for them since the early 1990s. It used to be a good company before the acquisitions and managers were taken on from AO-Hell and other companies with horrible customer service. What I experience at work is worse now than ever before. We are stretched far more thin than ever before.
We do most of our repair work in the “maintenance window” from 12 am to 6 am. That’s great for customers but the problem is that people that work 8 am to 5 pm shifts are doing that work in the “maintenance window” after and before working their regular shifts. We’re all mistake-prone from the sleep deprivation and constantly changing sleep schedules and it’s taking a toll on everyone’s health and family life.
No one cares despite long discussions with managers and HR. They all promise action and nothing is ever accomplished. Our work quality and work and personal life continues to deteriorate. Everything is cut back, we can’t get tools replaced or repaired God forbid getting modern test equipment. We’re basically told to quit if we have any criticisms at all.
All the managers are arrogant a-holes, it’s a rigid job requirement for ANY management or supervision position that has employees under it. If you’re even whispered about as speaking the word “union” a trumped up reason will be found to fire you. There are zero happy or mildly satisfied lower level employees anywhere in Comcast so it’s really not at all surprising that the customers are suffering as a result.
I cannot get to this complaint section without first going thru HIDEMYASS.
I am in East Central Indiana.
Comcast has cost me over 1100$ in the last year with mis-information.
No one knows what is going on. Even the home service people tell me different stories. It seems that everyone is a contract worker, and are looking for another job. India was the worst service. Followed closely by the Philippines and Panama.
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OK, been a LONGTIME (9+ years) Comcast subscriber and GENERALLY happy with their TECHNICAL service, but now it is time to rant:
Switching to an ENCRYPTED digital format (for us “basic” subscribers) only lead to more unnecessary boxes in the home, yet another remote control, lack of PiP, and the fact that we – again – have to pay for additional devices that are far from needed. All this while Comcast continous to promote/offer dirt cheap entry rates, rates that we as current customers have no access to.
As said earliuer, I am generally happy with Comcast’s technical services. Internet’s working fine, using Vonage VoIP on the connection and VERY happy with Vonage. CAble TV has lately started to have sound drop-outs, and considering the high bill we are paying, I might just drop “everything” and go down on a bare-bones package.
We can get entertainment via Netflix or other streaming media, I do not care, or is remotely interested in fair amount of the channels that we have to pay for (ESPN – supposedly one of the most expensive channels, SyFy, Shopping Channels, Church Channels) and need to get the monthly bill down to a level that is comparable to what these services are in an international perspective – where internet speeds normally are 2-4 times of what Comcast generally offer.
Comcast, here’s MY suggestion:
Develop a CENTRAL digital converter box that sits where the cable enter the house (in our case, our wiring cabinet in the basement). Allow me to pay for ONLY the channels we want to see (a la carte), and let this box distribute these channels inside the house in an analog or unencrypted digital format. By doing this, we would eliminate a large number of boxes that just are not needed, reduce power consumption, but maybe mainly, allow us to use the functionaly in the TV sets that we just have acquired (advanced remotes, Picture-in-Picture, etc).
This would allow you to: better utilize your cable distribution network, you would easier be able to upsell us on additional channels, you could with much more integrity say that you have XXX thousand subscribers that are seriously interested in channel X in a market, and would have much easier to get better rates for ads on those channels.
An example: Say I like HistoryChannel and Discovery. If you managed to also get me interested and willing to pay for National Geographic Channel, you could credibly say that you have one very good “target” for ads. Today, when you say that you have YYY thousand subscribers to SyFy, it really does not mean anything, since no one really might watch that channel anyway (Nielsen might disagree) as it is included in a base package and we get it whether we want or not. If you on the other hand had ZZ thousand that paid to get that channel, you would have a serious and interested audience.
Just a thought – but then on the other hand – does Comcast really need to listen to their subscribers? There is little real choice out there today, but beware, it is coming more and more, just not in the shape that we even anticpated a year or two ago.
I will address the few posts I see here, but anyone needing help I do not recommend posting account information, I would simply email my team at We_Can_Help@cable.comcast.com
First to Per-Ola, we understand that encryption can be perceived to be negative by our Customers. This is more a product of the channel providers, in an effort to make sure they receive the license fee for receiving the station, prefer encryption because it provides an accurate count of who is receiving the channel. It is required in many of the contracts. This is also why all other providers, except cable, require security devices for receiving channels. We are working with electronic manufacturers to build some of this within the TV’s themselves. You can read up on this by searching something called Tru2Way.
Next to Zen Zender, Comcast employees close to 100,000 people in the US to serve our Customers. We do uses vendors to assist with higher call volumes, but this is only a small minority of the calls we receive. I would like to hear more about your experience and the information provided. Please write to me at the email address below.
To Comcastaway23 I for one am pleased that we do our maintenance in a way that better serves our Customers and causes the least impact to them. I would also disagree with your assessment of employee feelings toward the company, because as you know we survey our employees regularly and the data suggests something much different then your opinion. I like to see us keep the most Customer centered employees that are part of the new credo. I would suggest you speak with your leadership team regarding your experience and how you can assist Comcast in creating the best experience for our Customers. If this is not your focus, then maybe it is time for a new career path. Either way, I wish you well.
Jennifer,
I suggest you email us at the address below. Portion of an account number will not assist.
Again, I love hearing from our Customers, so please feel free to email us.
I am a Comcast Technician. I figure since my bosses and supervisors do not listen I will bring it to customer circus.com. I am here to tell why our customer service sucks. I will give you an example of a technicians day. Day Starts at 6:30 am>>> From there we pick up our work orders and equipment.
That takes us to about 6:45-7:00. Now I cant speak for all systems but where I work my day consist of (2) 7-9′s (2)9-11′s (2)11-1′s and (1) 1-3. With that being said, It usually takes us anywhere from 30 to 57 mins to get to the first job. Which means we are already backed up by time we make it to our first job. The way they cram so much work into a day leads to bad craftsmanship and lack of customer education. I have seen in my 6 years working here most of the problems stem from missed items in the home from rushing or lack of customer education from the tech not being able to spend that extra 15 to 30 mins explaining how to check your voicemail or work your dvr.
I know most of the techs I work with want to fix problems and we always complain to our superiors that we need more time but they are more concerned about productivity and want to complain about repeat trouble calls. They must make their mind up Quality or Quantity you cant have both. These numbers also affect our raises the amount of times we are late and they amount of repeat trouble calls all count against us. We all say it “this system is designed for us to fail” and they say “people do well in this system”
I am telling everyone one this because during the past few weeks I have been taking a lot of shit from customers and I have no choice but to side with you all and now with the launch of fios it has become worst. I just want to let you know we try to work with what is handed to us. Some days play out better than others. But many of the techs go through days without lunch or breaks just to make up time…. I really hope this can change one day so we can offer you the customer service you deserve and pay for…….
Frank we all seen the survey results two years ago and the employees failed comcast on customer service and thats why we launched that big campaign “Dream Big” to revamp our image……
We are doing another show in October. We want to get real Comcast people involved and it’s a call in show that we will tape, and then produce the final episode and release on line. We’d like to hear from customers as well as Comcast employees how far the customer services have come in two years.
There’s no obligation and you can remain 100% anonymous. But we’d really love to have your input on this if you’d care to give us your two cents worth on the air.
We do not have a date set for the October event yet, but we are just now reaching out to people to get some folks recruited for the call in question and answer part of the show.
I was hired to internet tech support only. ComCrap did not train us fully. Then they start to expand our duties to include tv, phn then home networking. not a single time were we trained properly. Nor did we recieve any raises. ComCrap mistreate their customers and their employees. They do not care if you wait 10 min or 50 minutes to get to a rep. they do not have enought people to anser the phones. They worked us all the time. We are not allowed to sleep on our own breaks or lunces. which I here is really bad if your unlucky enought to be on overnight shift. I have a son. A nap helps. I had Comcrap cable for free and could not stand it any more and started to pay for dish. I finally had to quit for health reasons. Its a very stressfull job. Management makes it worse.
I agree with the other former employee..ComcASSt doesn’t really care. Its all about the all mighty dollar. I worked the morning shift, little different than nites- but they had actually alotted us “bathroom time” We are grown- I think i can go potty by myself!! and then to take more calls, since the bathroom privilge was being abused.. THEY TOOK OUR BATHROOM TIME.. Are they serious?? PLease.. Trust management and the company itself doesnt care.. Sorry for that realization.. IT sucks, big time! First off I apologize to the customers for the crap they have to deal with- and for owner of this blog- I’m actually one of those Techs that knows her stuff and is polite and tries to think out the box- to a resolution.. not following scripts.. So even though you’ve received unintelligent answers and service- Just want to say- there is poor CSR everywhere, from your local bank to rep waiting on royalty and heads of state.. To all Comcast needs to get its act together, or perfect their product, train us better, hire only reps with BOTH CSR and Tech Knowledge.. there shouldn’t be an option. Comcast is supposed to be a telecommunications business on the cutting edge- Its about customer service YES I agree, but also about knowing your stuff..
I have a nightmare of a Comcast customer “service” experience to share with ya’ll…
On June 2nd of this year, I logged into Comcast’s customer service chat and asked if I could avoid having my services disconnected by using their “promise to pay” system (my bill was past due). I told the chat representative that I didn’t have a working phone line in my apartment and that the internet is the only way I am able to communicate with the outside world (I use the voip service Skype). The rep was very understanding after I told her about my phone and financial situation and said that as long as I agreed to pay a certain amount (which was specified!), my services would not be disconnected. I agreed and thanked her profusely. Little did I know how much hell I’d be going through after this little chat…
A few hours later my Comcast services were disconnected without warning. Now I would have loved to have called Comcast right at that moment to figure out what had happened, but I couldn’t beacuse I DIDN’T HAVE A WORKING PHONE LINE. Upset and cut-off from the outside world, I decided that I would get to work earlier than normal so that I could call up Comcast.
The next day, I arrived at work early, called Comcast, and explained my whole situation to the Comcast rep. (btw, if there were awards given for acting genuinely disinterested, this rep would win them all) After my lengthy explanation she stated that if I wanted my services connected, I’d have to pay the full bill. Shocked, I told her that I had already worked this out with a Comcast rep via their chat system. To which she replied, “that’s fine, but if you want your services connected, you have to pay the rest of your bill.” I told her that that was not what I was told via a LOGGED chat. It was obvious that she still didn’t believe me, so I quoted her the chat I.D. number (the one that’s given at the end of every chat with a Comcast rep) and a chunk of the conversation I had with the previous rep… word-for-word. She then said, “okay, I’ll talk to a supervisor.” Now, this is where it hurts… instead of putting me on hold, she simply moved away from the phone and explained my situation to someone that was (presumably) close by. After quoting what I had told her, to my horror, EVERYONE STARTED TO LAUGH. One even threw in a “are you kidding me?!” I felt humiliated.
After a minute or so, once the laughing stopped, she said a few more things to the people around her and then got back on phone with me. She said that even though it’s against policy, they’d make an exception in this case. She said that if I were to honor the agreement made via the chat, I would have my services restored. I thanked her, and then said “so if I pay such and such by today, you PROMISE me my services will be restored.” To which she replied, “yes, but make sure you pay it today.” I thanked her again and that was the end of that call. Now, lets fast forward to later that day…
After getting off work, I went to the grocery store to load up a vanilla visa card with the exact amount that was part of the agreement and called Comcast from the payphone outside. I spoke with another billing representative and that’s when things started all… over… again.
First, the new Comcast rep. said that I could not have my services restored until the full amount was paid. Deja vu! I told her that wasn’t part of the written and verbal agreement given to me by *two* different Comcast billing reps. She didn’t seem to care, so I did the whole chat log and phone conversation recitation thing again. She repeated that she wasn’t going to do anything. I then asked to speak with a manager. With a huff, she said, “okay, please hold.” Five minutes later, a manager answers. And, ONCE AGAIN, I repeat the whole situation to him. At this point, it was obvious to me that he didn’t believe or care about a word I was saying. After about four minutes of politely arguing with him, I got so fed up with the entire thing that I just thanked him for his time and hung up. Yes, I was still NICE even though I was being treated so poorly. It’s in my nature.
That was by far the most infuriating and humiliating experience I have EVER had with a company that’s supposed to provide customer service.
Lets recap: I was LIED to (twice), laughed at, and then called a liar.
I still have the chat conversation saved along with the chat i.d. and the date and times of all calls made to Comcast (which I’d be completely willing to hand over to bartman for the site and podcast). Even though this happened a few months ago, I’m still very upset by it. It is obvious to me that Comcast doesn’t care about its customers. If so, I never would have been treated so poorly.
I recently moved from DC to VA. I had to cancel old comcast service cable and internet and set up a new account. I specifically asked to retain my comcast.net e-mail address and was told that wouldn’t be a problem. My new cable was installed on Friday 8/28. Everything seemed to be working fine, then on 9/2 or 9/3, my e-mail stopped working. Turns out, they had NOT transferred the old e-mail address to the new account, and when the old account shut off, it stopped working. Evidently, the technician had given me a new e-mail address (my name, but misspelled!) and password — I eventually found them handwritten on written the back of the installation recepit, but didn’t tell he had done it. On Friday 9/4, I was told that the situation would be resolved within 48 hours, and that a CS representative would call me and let me know when the old e-mail address was transferred to my new account. Given the labor day holiday, I gave them a little leeway, but hadn’t heard anything by Tuesday. I called yesterday early afternoon and was told that it would be taken care of by the end of the day (and again that someone would call me back). No luck. Today I was told by the CS representative that all they could do was to add a notation to my file asking for my request to be expidited. When I demanded to speak to a supervisor, the supervisor said she could add a note for someone to call me back, but that it was a differerent department that had to handle my issue — when I asked to be transferred to someone actually in that department, she said she couldn’t do that. I’ve now lost a week’s worth of e-mails … especially frustrating since I use my comcast account for all financial transactions, and I have been in the midst of moving, so changing and setting up all sorts of new accounts and ordering new furniture things online.
I have just spent a week as a Comcast Internet and Phone customer. My phone never worked and my internet was intermitent and wireless never worked.
My wife and I have spent endless hours on the phone changed our labor day weekend plans to stay in for technicians who then turned out to be not the “right” sort of technicians.
We have cancelled the service and now seem to have fallen harm as they in tuen cancelled my HBO and Starz TV channels.
I am trying to reach the head of their customer services organization Rick Germano to discuss, but have failed to guess his email and I doubt the people I have asked to forward my feedback on will do so.
So many false info and pomises not kept to help us in a week is truly incredible and frankly insulting.
I have subscribed to Comcast for the past two years overall the service has been bad at best. I moved into my current place of residence around a year ago. Before I moved I called Comcast to move my services. I also wanted to upgrade my package to include cable instead of just having internet. I went to the Comcast offices and everything was working smoothly; they sent out there team to hook me up at the wire. I live with four other people and as part of a package they gave me 3 additional boxes great. I got everything set up then a couple of the boxes started going fuzzy. I went back to Comcast and complained, they hooked me up with new boxes great. A month goes by no problems with my service I get my monthly bill. Except this isn’t just a monthly bill this bill is two months and the transfer fee. I decide that it was my fault and just leave my bill a month behind. Meanwhile I get call after call telling me I’m past due. After a few months 50 courtesy calls and two or three final warnings I decide that its best to start paying off my past due. So now I am roughly 30 dollars past due I think I am all right. Lately I’ve been receiving more courtesy calls than ever and I’ll take a guess and say that it’s comcast’s reaction to a poor economy. Instead of fixing the company take it out on a loyal customer, great. I will forgive them for there blackouts and screw ups if they are a little more lenient on my balances. Tonight I tried to order something from on-demand pay per view and a message pops up i assume because of my 30 dollar balance. so I call and I assumed correctly and then I decide to ream the girl working customer service in Denver,”Denver I live in Albuquerque?” So she tells me there is nothing she can do, of course not she isn’t even in the same state as my service. All I can ask is that: Comcast shouldn’t outsource there work if they want to see a better economy, they should actually think about all of the bad movies they put on-demand, and they should be a little bit more lenient with there long time paying subscribers. I work in a restaurant as a cook, if you send your food back to the kitchen because it sucks a manager will comp. your meal and us cooks will proceed to make your food the way you want it. If I can do that for you, you should be able to do the same for me Thanks.
I have been a Comcast customer for seven long years. Five years in D.C and two here in California, and I can safely say that till date I’ve never had a worse service-related experience with any company as the one I’ve had (and am still having ) with Comcast over the past week.
The trouble began with a request for a transfer of service (for phone,cable and internet) from my old house to my new (in the same locality) a month before the move in September. Here is the list of events that have got me fuming and has led me to this site:
- Firstly, our service got disconnected on the 31st of Aug , when the transfer date given was 5th of September !! After spending three exasperating hours on the phone with several customer service reps, without receiving any explanations for what happened, a technician arrived late the next day to reinstate the service.
- After our move, we were to have the service up again on the 8th of September. We waited half the day for the field rep (since we had no phone or internet, you can imagine why we were anxious) and when he finally arrived at noon, I was told that he had never received the work order from the office in the first place, till we called to check that same morning !!
- A day after our service was transferred and ‘set-up’, the phone line went down again. Upon calling customer service, we were given a 24 hour time-frame within which the error would be fixed (which was apparently a problem at their end) and if not, we should call back and check why.
- Today, two days of living with a ‘dead’ phone, when we called up customer service (yet again !) all the rep had to say at our plight was “I’ll log that in and in case the line is not up by Friday, you can call back on Monday and check ” !!!! Does it really take a week to get a telephone line working in this day and age ? Sometimes you wonder how anybody ever made it up to the moon !
Well…well… now somebody tell me why, after having spent $160 per month for the bundle service for over a year (which I find exorbitant anyway), and having been through such a terrible experience with Comcast, should I still stick with them as a customer ?
And how do you explain what’s happening at their end ? Is it a lack of communication, training, technical support, or just plain disinterest in their job and their customers. I always thought they knew that a good product doesn’t attract business, great customer service does. And as for me, I’m on the market already to check for better plans, and deals on phone, cable and internet services in this area. Its bye-bye Comcast for me…
I agree completely. The disadvantage of a bundle service is that when something goes off, you’re literally stranded, with no TV, internet or phone. Its like going back to stone age ! You should check up on AT&T for landline and internet. I hear they have great service in the area.
I’m not sure about cable though, there’s always direct TV. Good luck !!
I can see above that Frank did at least comment, thank you, but not really addressed the issue of a “centralized” converter box (which would still allow content providers to keep an accurate track of who’s getting what), BUT I also mailed my comments and links to my on-line postings (factual, not arrogant or rabid).
By Tuesday morning, I had a PERSONAL mail from an execute customer care rep in my area. She asked me to provide my contact information (number) so she could call me.
She did this morning. We had a long and very pleasant call. I very much appreciate that and the fact that – even though she might not short term be able to change anything – did take time and effort to listen to me as a long-term customer (going on 9 years while it sounded like the average Comcast customer is in the 5 year range). She also clearly did acknowledge that there are areas in the country where Comcast’s service is worth complaining about (Pacific Northwest is NOT one of them, service has been rock solid, part from a few voice drop-outs mentioned above).
What she did do – and that I AM VERY APPRECIATIVE over – is that she did provide me with a better rate, something that has been a pet peeve for a long time. Her take – as well as mine – is that why are all the “goodies” going to new subscribers while LOYAL and LONG TERM customer get stuck in over priced rate plans with no options – unless you defect and then come back. Does not make sense…
Saying that we get XX channels “extra” or 20Mbit instead of previous 10Mbit, for same price really does not work since it has no real value to the customer (it is only a trick to keep the average subscriber cost high). If I am driving a car with 200HP and is happy with that, do you think I would pay extra to get 100HP extra that I do not need? Unlikely. Extra channels “for free” or “massive” added throughput works the same way…
I will not mention your name her, but I do appreciate your call, your offer, and more so the offer to be a “direct” channel into Comcast locally in the Pacific Northwest. Only suggestion I would like to give you, is that do not refer to “them” all the time when talking about Marketing or Technical Services. They are all part of “you”, Comcast Corporation.
So, to finish, I am still happy with Comcast’s “technical” service (part from the darn converter boxes – they CAN be avoided…) and after today’s call I am also more happy with the cost for the services I receiving. Only sad thing is that why should we have to “complain” and raise over voices to be appreciated as (long-term) customers? Even “no-name” agreed and wanted to be more pro-active towards existing customers.
Comcast – in that area you still have your work cut out for you!
And forgot to add to my above post (this is really in response to Frank Eliason’s note; “This is also why all other providers, except cable, require security devices for receiving channels.”
The “exception” in having “security devices” might also be one of the primary reasons many – so far – have choosen cable TV. Less clutter, fewer boxes, straight forward cabling, regardless if you have one or 10 TVs in your house. We are only two, but have TV in living room, bed room, media room, craft room.
In the process of our ongoing remodel, as well as having pulled a new conduit in from the street and Comcast’s termination pole, I am also putting vertical conduits in the southern facing wall. Just in case there’s ever going to be a satellite dish mounted pointing to the southern sky…
Cable box went about an hour ago & I’m waiting for a supervisor to respond. I can’t get a tech out for three days!!! About a 30 mile round trip to the Comcast site to pick up a new box. One of a multitude a problems for a number of years. I first spoke with John who was unable to help, then with Kyle, the supervisor, after a l-o-n-g wait. I also asked for permission to tape the call, which was denied. When I asked them not to tape the call, Kyle then wanted to terminate the conversation. I cannot believe it would take 3 days to have a tech come out. Their tech runs are not convenient for working people. I will not get a credit for running the box back to their service center. I am now waiting for Sharon Murphy’s voicemail (Kyle’s supervisor) to leave a message with her. Now 68 minutes into the call. I have now been waiting over ten minutes for Kyle to hook me up with Ms. Murphy’s voicemail. 74 minutes into the call I then was transferred to Jennifer, who was on the same supervisory level as Ms. Murphy. She did not give me permission to tape the call. She offered a $ 20 credit to drop the box off including the service interruption. I then found out Comcast has been charging me for three boxes!!! I have only two. This is another overcharge!!! They also overcharged me for service when I received a one year special deal which turned out to be six months. Now on call for 81 minutes.
Will get $ 30 & change, but no additional money due to “human error”.
Jennifer even verified that I did ask for two boxes. No extra money was given to me even though it was Comcast’s error. 89 minutes into the call. Needless to say, I am not a happy man!
As a former employee of the Colorado Springs Market I have an inside scoop about Comcast.I was hired to be a customer service rep.in the local office.Most of the time dealing with irate customers because of being lied to over the phone or a door to door sales man.My manager who has the initails of Z S.Only wanted us to sell product and told me that customer service was someone else’s job.How am I going to tell somebody that to their face!Chances are that you are being charged late charges when your account is not pass due!They are not concerned about a quality product and this stems from management like Z S.If you want to complain about managers like Z S contact the BBB ,the city,the franchise authourity and as a last option the senior VP at SCOTT_BINDER@CABLE.COMCAST.COM.yOU ARE PAYING AND SHOULD BE HEARD PEOPLE LIKE Z S HAVE NO IDEA ABOUT THE PRODUCT AND ONLY WORRY ABOUT HIS BONUS!!!pEOPLE LIKE HIM SHOULD NOT HAVE A JOB IN A CUSTOMER SERVICE FIELD.i WAS PROUD TO DO A ONE ST
OP RESOLUTION FOR CUSTOMERS BUT BECAUSE OF MANAGEMENT IF YOU WERE NOT PADDING THEIR BONUS YOU WRE NO GOOD TO THEM.LET YOUR VOICE BE HEARD AS YOU ARE BEING NICKELED AND DIMED AND RIPPED OFF!!!!!!!!!
I am a current ComCast customer and have been so for many years. As they have launched new technology I have upgraded services to be able to use those technologies. Those upgrades have never been seamless, but then I didn’t expect them to be as we are speaking about technology,and the glitches that go with it.
What I have discovered over the years is the change in corporate philosophy that allows employees to care more about their company’s time than mine. I have watched good and knowledgeable employees come to my home to take care of a technical issue and each of them displayed the pressure to HURRY UP AND GET DONE SO THEY CAN MOVE ON TO THE NEXT CASE.
These are good employees placed in a bad position. They are capable of, and want to provide great service but are hindered by a corporate structure that cares more about quantity than quality.
After switching from regular ComCast phone service to Digital, I spent about 16 months speaking to various ComCast employees form the corporate employees to the mangagers, to supervisors, to techs on the phone, and in my home in an attempt to make the service work for me.
I was very patient with them considering the fact that the service costs continously went up regardless of their product not working appropriately. Over time I discovered that ComCast had begun to use contract employees who were less knowledgeable and who did not care if they showed up on the correct day, if they were on time, if they were neat, or if the job was done correctly. They had no investment in the company and it showed in their work.
In speaking with the supervisors who I had come to know so well over 16 months, customer complaints went up tremendously. The fall out from those complaints fell on the shoulders of those regular, long time comcast employees who had nothing to do with the poor work being performed by the contract employees. This was just about the time that the regular employees were voting on whether or not they would be represented by a union.
Unions do not spring up for no reason. They are earned. EVERY TIME. Typically earned because of a management philosophy that promotes managers who are not well known for their customer care or employee relations skills but ARE known for their employee intimidation skills, which for some ridiculous reason is a skill that has been much admired for some time now, not just in ComCast but in businesses throughout our country.
This type of manager cares more about their bonuses, as charged in another post here, than they do for their employees,or for their customers of for their company. They were rude and unrsponsive on the phone. They would lie and blame everyone but themselves for mistakes they personally made. It is a shame because there are managers there that are great customer service people and great employee relations people, but they don;’t get the promotions that the bad managers do. THis is the type of manager that practically guarantees that Comcast will end up as a Unionized shop. Unions are earned and ComCast has been doing their level best to be sure that they will earn one.
Rather than taking care of business and the employees that are so valuable to their future, they are coming up with schemes where they count the amount of potty time that emloyees take! This type of manager is heading right to the top!
In the meantime, the only thing that has kept me a ComCast customer for so long is the frontline empoyees that work as hard as they do and are so vastly underappreciated, and who understand that the customer is integral to their future. When you need work done make sure that ComCast understands that you will NOT accept a contract employee coming into your home. When a true ComCast employee comes in to service your system, the work is exemplary.
Now if they would just spend the management bonus money on an employee mediator to address the true concernes of their loyal employees, they may just avert a union and they may keep more of their loyal customers in their conrer and buying their product. It costs approximately 10 times more to obtain a new customer than to retain an existing customer, and if ComCast doens’t wise up now, they will lose.
In the meantime, I have decided to go with Verizon. They treat their employees better and that trickles down to far better customer service. I will miss some of the folks who have come into my home so often in an attempt to adjust what they can to be sure that I am recieving what was promised and what I am paying for. But then again, a lot of them are moving over to Verizon too. I am told that they don’t count your potty breaks there!
Frank, like all Comcast higher ups, simply is NOT listening to customers OR employees. I, and all employees I know, am all over creating the best experience for our Customers but management is seriously NOT! I am FINE with working in the 12 to 6 am maintenance window. What I am not fine with is pulling a regular 40-60 hour daytime shift, plus on call duties (responding within a few minutes anytime in a 24 hour day) and ALSO working so much during the maintenance window.
We are seriously overextended and dangers to ourselves and others from sleep pattern disturbance and sleep deprivation. I am sure we are violating OSHA laws here but NO ONE IN MANAGEMENT CARES despite having names like ComcastCares!! Maybe after a tech. dozes off at the wheel and careens into a bunch of school children waiting for a bus the problem will be taken seriously because it sure is not being taken seriously now. I work in the Detroit area btw if you’d like to know.
As you can see from company line spouting guys like Frank, you either take whatever nonsense is thrown at you or you hit the highway. Any criticism of any bad employment practice is framed as not being customer focused. Also, it’s well known among Comcast employees that the employee survey is a joke. For one thing there is absolutely no way to do it anonymously without identifying yourself by reporting precisely what work group location you’re in. Everyone is scared to death they will be ID’d and targeted for termination if they complain about the facts. Not many can afford to look for a new job in this economy. There’s no way to do it off the Comcast IT network or off your own log in. You also need a unique number that is all your own to even do the survey. That said, no one I know filled it out with anything even slightly resembling glowing happy comments that Frank implies.
What is seriously the most offensive thing to hear after giving so much of my life to Comcast in great customer service are veiled threats like when Frank said “I like to see us keep the most Customer centered employees that are part of the new credo. I would suggest you speak with your leadership team regarding your experience and how you can assist Comcast in creating the best experience for our Customers. If this is not your focus, then maybe it is time for a new career path. Either way, I wish you well.”
I really doubt you do wish me well at all Frank. I think you would be much happier living in a fantasy land where Comcast really does care for customers and employees.
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ComcastCares says:
To Comcastaway23 I for one am pleased that we do our maintenance in a way that better serves our Customers and causes the least impact to them. I would also disagree with your assessment of employee feelings toward the company, because as you know we survey our employees regularly and the data suggests something much different then your opinion. I like to see us keep the most Customer centered employees that are part of the new credo. I would suggest you speak with your leadership team regarding your experience and how you can assist Comcast in creating the best experience for our Customers. If this is not your focus, then maybe it is time for a new career path. Either way, I wish you well.
I took a day off of work to get a few things done around the house here in Sykesville, MD. One of those things was getting a couple of CableCards installed in my Tivo so that if I’m away on temporary duty or deployed (yes, I’m in the military) I’d be able to Tivo my college team’s football games in HD. The date I took off for this was September 4, 2009. I had called Comcast to see where I could pick up the CableCards and was informed that a technician had to install them. The instructions are in the Tivo manual and simple to follow (unless you’re a Comcast technician, as I found out). So, since I had no choice, I made the appointment for the installation of two CableCards in accordance with what the Tivo documentation said I needed, for September the 4th, 10:00am to 1:00pm. September 4th came and to my pleasant surprise the Comcast technician showed up 15 minutes early, at 9:45am. Unfortunately he showed up without any CableCards. He said he thought I had them. I told him that if I had them I wouldn’t have made an appointment to have them installed but would have installed them myself. I noticed the work order on the clipboard he was holding referenced only one CableCard being installed and brought to his attention that I was supposed to be getting two CableCards installed. So, he called the office and scheduled a second appointment for the following day, Saturday, September 5, 2009, for another technician to bring and install the CableCards between 7:00am and 10:00am. At around 10:30am Saturday the technician arrived with two multi-stream Cablecards. He assured me that one multi-stream CableCard would work in my Tivo and that two CableCards were not needed, even though the Tivo documentation said that I needed two in order to watch one program while recording another. The first multi-cast CableCard was defective and it took a good hour and a half for the technician to figure this out. One determining the first CableCard was bad he tried installing the second. I had provided the technician with the Tivo documentation but I noticed during the entire time he was here that he was not following the Tivo directions; he was not even referencing them. Throughout the attempts to get the CableCards functioning in my Tivo, he was inserting and removing the CableCards quite frequently even when the message on the screen said that a particular function was in-process. At one point he also inadvertently unplugged the Tivo in the middle of the Guided Setup by pulling the Tivo out too far from the electrical outlet. He couldn’t get the Tivo restarted after this and so finally after watching him flail for a good half-hour I interjected and got it running again myself. I know enough about computers to know that it’s a bad idea to remove a component or do a hard shutdown if something is in process. FInally he got the one multi-stream CableCard partially working (only some of the channels were working and only one channel could be tuned at a time, hence I was unable to watch one show while recording another) and he told me that although not all the channels were showing right then that the other channels would populate and start working over the next few hours. He also said that since the multi-stream CableCard was not compatible with my Tivo I would need two single tuner CableCards (gee, didn’t I say when I scheduled the original appointment that I asked for two CableCards in accordance with the Tivo documentation?). I had him call and schedule yet a third appointment for September 9, 2009 with a window of 4:00pm-6:00pm for the installation of two single tuner CableCards. The morning of the 9th I called to confirm the appointment and received a recording statin that the appointment was for 12:00pm to 3:00pm. I spoke with a customer service representative and explained the whole ordeal and how I had made the appointment for 4:00pm to 6:00pm and not 12:00pm to 3:00pm. She said she would try to change it to 4:00pm to 6:00pm as I had originally scheduled. I received a call from her later in the morning in which she stated she had been able to get the appointment changed to 4:00pm to 6:00pm. So, I took off from work two hours early to make the appointment. At 6:00pm on the 9th the technician had still not arrived so I called customer service to see what the delay was. They informed me that the work order had not been picked up and so the technician would not be coming out at all. So I had to schedule what would be the fourth appointment. I scheduled it with the same customer service representative that informed me that the technician was not coming at all now on the 9th and made the appointment for September 14, 2009 between 4:00pm and 6:00pm. So on the 14th I took off from work two hours early to make the appointment. When I got out to my truck at 3:00pm to drive home I noticed I had a missed call from an unknown caller at 1:34pm but there was no voice-mail message. At 4:30pm while I was waiting for the technician to arrive, I thought to call and check if the appointment time according to the automated recording was the same as what I had scheduled. Sure enough, it wasn’t; the automated response informed me that the appointment was for between 2:00 and 5:00pm. SO I called customer service and was informed that the technician called at 2:00pm to reschedule the appointment because he didn’t have the CableCards and left a message. I informed her that the only call I had was at 1:34pm and no message was left. I went through the whole ordeal with her and what do I have to show for it: She’ll call me back (sure she will) to schedule a FIFTH appointment and a $40.00 credit to my account for the trouble (the time that I’ve taken off of work, two appointments where the technician was a no-show (three if you count the original appointment when the technician showed up without the CableCards!), and all the wasted time on the phone with customer service and they think $40.00 is compensation)! If Comcast really wants to make up for it they can pay Verizon to run their FIOS into my neighborhood so I can make the switch!
We recently switched from AT&T and DishTV to take advantage of Comcast’s highly-touted Triple Play. However, we have had reliability problems right from the start and continuing. It took us three weeks to get a home phone.
The phone and internet crashes continually for no discernable reason, and then when we contact Comcast tech support, we are told that we must pay $25 for each visit to correct the problem, even if they are clearly at fault.
This is ridiculous and just taking advantage of customers. They should conduct a full audit, and correct this problem without holding us up for yet more money.
I forgot to add that with all the incovenience with crashing of our internet and phone services, we should be given some type of credit. We wonder sometimes if we should have stayed with AT&T and DishTV.
No one has a problem with their picture freezing or getting this checkerboard on the screen during programs? Comcast says it is something wrong with my house, but never had a problem before they switched to digital. I’ve met other people that have the same problem. Is this some secret Comcast problem that they can’t handle?
My Comcast tale of woe.
Friday, September 11, 5PM: Lose internet connection.
Call 1-800-COMCAST to report. Told: There’s a problem in your area. We’re working on it.
7PM: Repeat above.
10PM: Repeat above. By now it is obvious. Whoever was supposed to work on it went home, leaving it for the Saturday crew.
Saturday, September 12, 9AM: Internet still not working.
Call 1-800-COMCAST to report: Told: We fixed the problem. YOUR computer has a problem. We’ll send a Tech Monday between 11AM and 2PM.
No willingness to give a customer service number.
No help.
No one to call back.
Tiffany and Tina disappeared.
No Internet.
Sunday, all day. No Internet.
Sunday 9PM: Internet reappears. No truck, no call no nothing. Someone flipped the switch when they came in Sunday night.
If they weren’t a monopoly they would be a corpse.
Is it better to use the 1-800-comcast number or the local number? We always use the Nashville #, with mixed results, but someone always answers, which is more than i can say for national tech support.
It’s clear that these people at Comcast have some serious reliability problems with their internet and phone. We have way too many crashes, but nothing is ever resolved. I suppose we will have to contact the BBB or the state utilities commission. Anybody have better ideas or another contact number?
Account number 8495 44 450 1248046
EVERY MONTH I am sent an erroneous statement telling me to pay approximately three times what I owe. EVERY MONTH I have had to go through Comcast’s customer service rigmarole and I am told what I really owe and that the statement will be corrected next month. The statement has NEVER been corrected. This past month customer service stated I really did owe the $60 plus amount on the statement, so I asked to talk to his supervisor. The supervisor called once when I was out, and has not returned any of my calls since. However, I am being INUNDATED by people from Comcast telling me to pay-up. I have told them to cease and desist, but they will not. I have already received two calls this afternoon. I talked on-line yesterday with a Comcast rep, and I have the entire conversation that staes I am paid-up into next month. Can someone give me guidance on filing a government complaint?
Are you correcting through customer care or the billing department? If doing through customer care just remember they are on call timers to push high volume, and though they might set it aside to work on they can bombed with another call, then another, then another, all in a mad rush to meet those time quotas and can easily get forgotten about. If you are doing this through the billing department then they are dropping the ball. They arent as tight on the call volume requirements the call center is and arent pushed as hard to spend some of that time on sales.
Oh and just fyi from the name i’m using I am an employee. One that is tired of seeing the type of posts i read on here so I will start posting from time to time to try and help, give tips/tricks and ins/outs to try guide people in a better direction. I would have to say 95% of the complaints I read here are totally preventable and its odd how it seems to be in the same 2 or 3 regions too….hmmm. In my region stuff like this is a needle in the haystack. it happens but but closer to a tolerable rate for a volume business. More saying our region is probably the best in the country, if not the industry.
Thanks for the comcast contact email address ‘YOU SHOULD BE MAD’. Do you, or does anyone have any of the other senior executive’s email addresses or phone numbers. I am also interested in getting specific contact information for each member of the board of directors. When I have an extended period of time to detail my issues with Comcast, I will post them, but suffice to say, after taking 8 weeks to get an actual install and subsequent disconnect 2 months later as billing was going to a fictitious address,and been waiting since June for any of the multiple ‘supervisors’ to return my calls. The challenges in dealing with Comcast have been BEYOND any experiences I have ever had in corporate America and it seems my only option at this point it to interact directly with those folks influencing the corporate direction and culture. Any info or recommendations are welcome.
Sincere regards to my fellow Comcast victims!
Scott
Dear Whos Jane.I documented everything so if you get a lawyer send he or she my way.
What comcast does to customers and employees needs to be fixed.Managers that have no product awareness just bonus hungry fools that like to play foosball all day,mean while customers needs and expectations ate not met.If they were not a monopoly they wld be out of buisness!!!
Go get them Jane!!!!!!
My wife recently purchased me a 160gb Playstation 3, the glossy one that looks like it was designed by bang and olufsen, one week ago, today the comcast technician installing the cable box, was about to put the cable box on top of the curved glossy surface, when My wife said don’t do that which caused a conversation about why it was wrong on so many levels. He out the cable box on the floor and she walked away for a sec, came back and the cable box was on top of the PS3 and consequentially scratched the surface of the console.
I call customer service and after explaining what happened, the rep says he can only put in a ticket for a return phone call in 72 hours because no supervisor is available, and it takes 72 hours to go through. BS! The technician was also there for around 4 hours and was unable to connect the internet.
This is there job to be competent in electronic installation and care, This playstation is now damaged and not even a week old, So if I returned it to Best Buy for any reason, would I be liable for the damages?
I’m not even a comcast customer, never have been, and their customer service still upsets me! I frequently receive computerized phone calls telling me I need to bring my payments up to date. I call the 800 number it gives me and tell them my phone number. They admit it was an error and tell me they’ve fixed it in the computer and it won’t happen again. I received another computerized phone call yesterday and now I can’t even get through on the number they gave me. How do I get them to stop?
Ok, have any of you customers ever had one of the Motorola boxes with the built in cablecard(host box)? Ever get the infamous white screen of death? the one says “not authorized please call” in red letters? Ever wait 2-3 days for an appointment that lasts all of 2 minutes to fix makeing you steaming mad? Here is the deal on that, sometimes the card and box arent paired right and that magic trick the field tech did was called VALIDATION HIT!!! yes i’m using caps. we have been bringing this up in almost every meeting we have for ages that all the box needs is a VALIDATION HIT. But yet truckrolls still go out cause no one listens and sends info around the departments. Hopefully someone in corp reads this and passes the info down, cause lord knows trying to pass it up or over to another department is just a huge waste of time. So customers tell the rep your talking to “VALIDATION HIT”.
I love the fact we have an easy fix like that to keep the schedule on time or heaven forbids be able to stop for a lunch break. But I am so tired of seeing customers frustrated for no reason, not to mention bagging a co-worker for a repeat they didnt earn but hey everything is tech-ops fault. Further more isn’t like 100-125 dollar minimum business cost to get a truck to someones house? Between the callcenter, routing, dispatch and finally us? so PLEASE PLEASE PLEASE pass the info down VALIDATION VALIDATION VALIDATION HIT!!!!
Ok so I didnt mean to rant in that manner but maybe that will get the message over to our csr’s, save customers time and save us money at the same time by a simple VALIDATION HIT.
I live in Pueblo CO and comcast has told me 5 times now that my internet is 10kbs because they cannot provide full internet to my whole town(there are too many people in your neighborhood). So my question is should I call a newschannel and have them do a report on this? or go to bussiness bureau and report comcast for false advertisement and ripping me off since obviously they can’t provide the service I am paying for.
Hi, let me first give you all a little background info about my situation. I am a college student who has been without Comcast TV & Internet for 3 weeks now going on 4. As you can imagine with school, having no Internet is a major inconvenience (I’m writing this by borrowing neighbor’s poor WiFi signal.) So here is my story thus far…
I was scheduled to have a tech come out on 8/31. The tech comes out, and can’t receive a signal in my room. He tells me I need to have my room rewired. He said someone would contact me with 72 hours, and the rewire should happen within a week. He leaves me no paperwork or phone number to call what so ever. Three days go by and no one has contacted me, so I call the 1-800 number and of course there was no appointment ever made. So now they give me the same story about how someone should contact me within 24hrs. That goes by, and I call back day after day. I am told by numerous employees several times they would contact me right back. I get forwarded to the “supervisors” they can’t do anything for me, they never call me back, I leave messages on their answering machines and everything. It gets better.
I manage to set up an appointment for a Sunday morning, where the lady confirmed to me 3 times that they do rewires on Sundays. I wake up at 8am to a phone call twice telling me they have no idea why I was scheduled for a rewire on Sunday, since they don’t come out. I continuously call back and no one can tell me anything. I continuously call back and am given no answers and am promised to be called back about my problem…but no one ever calls.
It’s now 9/16 over 2 weeks without service, when I call the 1-800 number again for about the 10th time. I was told by the representative (apparently at the national help desk?) that I was not even in their system at all, but anyways she would transfer me to the cabling department. Well apparently Comcast’s cabling department is now a phone sex company. YES, you read that last line right, I was greeted on the other end of the phone line by solicitations to order PHONE SEX! I call back really upset (although it is hilarious in an upset tone) and am told that I am in the system and I have an appointment for an MDU (multiple dueling unit) crew to come out 9/18 which I had no idea of what so ever. So because of my class schedule I change it to 9/17 at night, and I confirmed it with him numerous times and he said yes it would get rewired.
Well 7pm rolls by and no tech comes out, and I receive no call. I call the 1-800 number once again and am greeted and then promptly hung up on for no reason (I only told them my name, in a normal tone). I call back really unhappy and get this gentlemen who transfers me to dispatch. I talk to dispatch tell him my whole story (he laughed real hard about the phone sex incident), he told me that apparently all of the appointments that are being made are magically being cancelled. He then takes down my info and said he forwarded to 3 of his supervisors and the tech supervisor of my area. He stated someone would call me on 9/18, which they didn’t, or tomorrow 9/21 and my issue would be resolved this week.
Well I just have a funny feeling I am going to receive no call tomorrow. I have racked up over 130 minutes spent on the phone with Comcast, and nothing has been done at all. I am no going on my 4th week without TV/Internet service and am beyond frustrated and upset. I am downright ANGRY!!!!!!!!!!!!!!!
Comcast has the worst cusomer service of any compant I deal with. They charge you to service equipment they RENT to you, and the only way not to get charged is to sign up for their service plan which they also charge you for. It is a rip off. If you have comcast,SWITCH, if you don’t,STAY WITH WHAT YOU HAVE.
I am a call center employee loccated in FLorida who is doing this out of his own jurisdiction and probably putting my job on the line but I don’t give……anymore. The reason why people are so unsatisfied and miserable due to poor customer service is because the misery comes from withing. I have worked for 5 years for this company and they are greedy every minute. Here is the truth from withing. We cannot spend more than 10 min on the phone with the customer, if we do the customer gets to hear the supervisor’s ranting near my ear set saying “you need to wrap this up”! The after that I have to apologize to the customer because he or she heard it. It is no longer spend time with the customer until his or her issue is resolved, it’s do it in the min or we fire you.
My dear and respected customers( At least by me and other employees who actually put their hearts and efforts) if you think customer service is going to get any better well at the moment it is not. In my part I have made a personal oath to ignore every greedy request given to me from up above the chain and made it a personal, we could call it a Vendetta, between me and the company I work for. I want to help the customer but Comcast only wants me to do it in 10 min. Oh and another thing that my Supervisor told me the other day taht I think you all should know. Most of us who take care of you all actually care and put their outmost efforts ro resolve your issues. If we have to call you back, we cannot do it to everyone, it hurts the numbers according to them. We are numbers to them. They don’t see the sweat, the effort, the personal sacrifice and skill rquired to handle so many angry customers. My supervisor understands what is going on but the pressure comes from someone above him. He has a family that he has to take care of so he would not put his job on the line to do what is right and I understand but someone has to make a stand and I am. I may be only one but I will some how change this, eitehr through this online thing or from the inside. I will be bold even if it gets me fired.
I subscribed to Comcast high speed internet and telephone service in April 2009. For the first month I had no problems. After that the service did not work a large part of the time. Comcast was called several times and finally said that they would send out a tech. I waited all day and the tech never showed (the customer service rep said “what color is your door” and when I said “blue” she said that the tech knocked on a “blue” door. I told her that my wife and I were here all day and that the tech couldn’t have knocked on our door and oh by the way isn’t it the policy to either call the customer or leave a tag for a no show. The rep agreed and couldn’t give me a quick answer why the tech didn’t do this. They set another appointment and guess what – the tech never showed again (said the computer cancelled the appointment).
After several visits to our home (each time I had to take off of work) they could find no problems. At this point I gave up and switched to VERIZON!!! After I cancelled my service Comcast found that a service “node” was out and had to be repaired. I was told that this node served at least 62 potential customers and several customers had problems for an extended period with Comcast.
Cutting to the chase, I discontinued my service two months ago and turned in my equipment to Comcast and got a receipt. At the time I was told that I would receive my refund in 4 – 6 weeks. After that time I called Comcast and the agent asked me if I turned in my equipment. I replied that I did and I also had a receipt for the return. The customer service rep told me that Comcast would “have to search their inventory and see if they could find it”. When I told him that I really didn’t think that it was my problem whether or not they found the equipment, since I had a receipt I was told that there was nothing he could do since this was the protocol.
To make a long story short for a long time I thought that Comcast was just full of incompetent boobs. Now it is my opinion that Comcast intentionally lies and misleads people. I also believe that Comcast intentionally did not send my refund. It is only $76 dollars but if they get that from everyone that cancels their service then Comcast makes a lot of money.
Please do not use COMCAST unless you want to bring aggravation and stress upon yourself!!!!!!!!!!!!!!
Sending this as an FYI to any business class customers:
I own a small company and host websites for a few local businesses on my Comcast service.
Yesterday my service started dropping at random times. After looking through logfiles and checking the modem out, it seemed as if the modem was rebooting itself.
I called business class support and explained my situation. IMMEDIATELY, the rep told me to check the output of the power cord against the input requirements of the modem. Sure enough, the power cord was pumping 1.25Amps, and the modem required 1Amp.
Now this is OBVIOUSLY a known issue, as comparing transformer output to device input is not a normal 1st step in troubleshooting.
The rep said SMC shipped the wrong power cords with the modems.
So my question is this:
Why did Comcast not send a notice out to their business customers informing them to check and see if they had the faulty equipment? I could have had it replaced prior to the point of failure.
He said since I had the modem for so long with too high amperage, it’s probably fried the modem, and will need to have a tech bring me a new one. The earliest they could have someone out was between 7AM and 10AM the next day, and they would bring me a new modem. When I asked if it was going to have the right power supply, the rep said “I can’t promise that, just check it after the tech installs it.”
7AM would mean my service would be interrupted for 14 hours. Without a choice I get my ref # and hang up.
This morning, I wake at 6AM, push back some meetings until after 10, and wait for the tech to arrive. 10AM rolls around and no tech.
So I call the business class support to find out whats up. The rep tells me my appointment is for 11-2. WTF? I give him my ref # and explain its for 7-10 not 11-2. He says “It says here 11-2″. I tell him thats no good, cause I have appointments to get to and to tell the tech to just leave the modem. I can hook it up. He says he has no way to contact the tech.
I ask him what type of compensation I’m going to receive for being told 7-10 then them changing it to 11-2 without telling me, and me wasting 3 hours of my day waiting. He says he’s not going to do anything over a scheduling miscommunication. I yell into the phone that Comcast sucks fucking ass, and hang up.
So I call my wife and have her come and wait for them to arrive, and to get the modem and put it in my office.
God I can’t wait until FIOS makes it to my area. I’ve already shitcanned Comcast for cable, and got DirectTV which I have had one small issue with, but they QUICKLY took care of it for NO CHARGE!!
So just a heads up to any business class customers with an SMC modem. Check the transformer output against the modem input and make sure they match. If not, have Comcast replace it before your service gets interrupted by a fried modem.
My ref# for this supposed 7-10AM visit is: CR180468275
P.S. Comcast Sucks! Please, Verizon, bring FIOS to my area soon, so I can completely rid my life of their shitty service and support.
I got home today, and the tech had came and dropped off the equipment. I go into my office, and low-and-behold…. hes only dropped off power supplies. All different voltages and Amperages. He left a message to use the one I need, and toss the rest.
If the modems fried, what good is changing the power supply going to do?
Regardless, I changed it. In about 4 minutes, my service had dropped.
I grabbed the copy of the workorder he left and called tech support.
I explained the situation, and the tech ran some tests. She told me I had a low signal and would need to send a line tech. I asked when that would be she said “Not very long” I said “5 minutes, 10 minutes, an hour, tomorrow?” She said “Oh it will be tomorrow.” So I went off. I knew I shouldnt have – but Im fed up with Comcast. Ive already been down for 24 hours, and they want to add another 14 to that?
She tells me to stop cussing or she’ll disconnect me… I tell her Fuck you bitch, disconnect me, and hang up on her.
I then notice that on the workorder he left, I had been charged $164.95!!! WTF?!?
So I called billing.
I grab copies of all my bills and we go back and forth about what the charge is for. She says Im two months behind on my bill (which is ~ $98/month) but I point out in my bills where Im up to date.
She says a Billing rep will have to call me back and it will be 24-48 hours.
Typical Comcast!!! Im done – Im emailing the email address left early in this thread, and if my business’ service isnt working top notch tomorrow, im done…
Oh, also – the tech said they cant schedule the line tech to come out because the guy who was here this morning hasnt closed his workorder yet. He was here 6 hours ago…..
I initially scheduled service for an internet install using the online account settings. It was set for Sunday the 13th but when I later called Comcast they did not have a record of this and rescheduled for the 14th. I later confirmed this appointment by phone with a representative who had the incorrect address on file. I’m 67 South Mountain Road and they had registered School Street. I corrected this and then waited until the day of the install.
On September 14, 2009 a representative arrived 20 minutes late. (I took a half day off work to be there between 8 and noon and he arrived at 12:20). He apologized saying he had “School Street” in his records. He then said he couldn’t do the install because the line wasn’t dug. He promised to contact the company about construction work and to contact me personally.
I didn’t hear anything so on Wednesday the 16th I called Comcast again. A representative said the work had been done and scheduled another install appointment for the 17th. Again I took time off of work between 8 and noon and waited. When no one had shown up by noon I called Comcast. They said an agent has come again but couldn’t do the work because a line still wasn’t dug. No one called me to inform me. I had to learn on my own. Let me state that I only have one phone (my cell) and I had full service. NO CALL.
I called Comcast on Friday complaining to an agent about the situation. He assured me they would help. He scheduled construction work the 21st and then another install appointment on the 22nd. I called a Comcast agent on the 21st to ask the agent to call me before arrival. She put it into the notes. On the morning of the 22nd (today) I called an agent to make sure everything was still OK. But it wasn’t. The construction work had been canceled on the 18th (the day I scheduled it). All the agent could tell me was “I don’t know why, it’s not in the notes. I want to know why no one called me. I would again have taken time off work only to have an agent come and leave, still unable to do the install.
THIS IS A CUSTOMER SERVICE NIGHTMARE. An agent told me today that I would receive two twenty dollar credits. That is the minimum of what I expect. I have never been so disrespected. No one calls me. No one can tell me anything. I get incorrect information and put on hold for thirty minutes each time I call to speak to an agent.
Wow I couldn’t believe when I woke up this morning and Comcast decided to encrypt almost all of the digital channels. It’s a good thing we got a HDTV with a Digital Tuner so I could put this stupid DTA box on it for analog quality channels. What the heck is the point of getting Digital Cable service if you have to a box in every room in your house unless you are Comcast and trying to bleed every last cent out of your customers. As soon as AT&T U-verse moves into the neighborhood, this household and a few others that I know of will be moving to AT&T as soon as it is possible.
Forgot to mention that I was about 15 mins away from buying a Digital Dual tuner card for my pc when I heard that they had pretty much in one swoop encrypted the rest of the normal channels. I am glad I didn’t otherwise I would be even more upset that I wasted more money on something that would just be a paperweight before it was even shipped. Thanks again Comcast.
Alright, let me say a few things first before anyone reads my “situation”. I’m a comcast employee, have been for 2 years. technical support, east.
Callers. These individuals normally are of no intelligence, and feel that it’s necessary to blame someone or some COMPANY for their mistakes with using a personal computer, electrical devices in their home, etc. i take 40-60 calls every single day. of those on an average day, I’ll roll ~1-5 trucks a day for legit issues with service…no block sync, no dial tone, etc. now…those other 55 calls? Mindless questions about things that they expect someone to do for them, information they want someone to find for them…or just to run their mouth. I have been called every cuss word in the book, been threatened, hit on…you name it. I could sit here and name story after story after story and it would mind the numbs of the reader because of the incompetence level.
Let’s just put it this way…when someone calls you…asks “WHY IS MY INTERNET EXPLORER NOT RESPONDING”…and when they don’t get the response “Sure, let me send a technician right away!!!” but get the true, deserved response of “Sir, that is a browser problem. Internet connections cannot cause browsers to freeze, or go into non-responding states. That’s when the program performed a certain function and either failed or went into some sort of loop. You need to investigate problems with your computer, OS, or browser.”
…I WANT YOUR SUPERVISOR!!
Now, do you feel my pain? FIFTY TIMES A DAY EVERY DAY FOR 2 YEARS!
“What’s a start button?”
“How do you right-click”
“Whats a computer”
“I can’t get my e-mail. It says NO SIGNAL”
“The internets broke…the screen is black”
Actual conversations with customers:
“How can i help you?”
“My TVs out”
“Okay…we’ll take a look. Is the digital box turned on?”
“No”
“Can you turn it on?”
“How?”
“Cable…Power on the remote”
“Where’s cable?”
“At the top.”
“Top of where?”
“The remote.”
“Where’s the remote?”
“I don’t know. I don’t live with you. You have to turn the equipment on to use it.”
“Why”
“Because all electrical devices need to be turned ‘on’”
“Why”
………..This coming from a person with all 3 services, ~200/month and spoke perfectly normal. mid 40s I’d guess.
Combine those questions with ignorance, rudeness, hate, anger and screaming…and you have yourself a day as a comcast phone employee. These people run up to online forums and post their insanely-exaggerated story about the fact that they cannot troubleshoot their own computer, or own television. That’s not my, or Comcasts problem – call a therapist.
The other Complainer type are those who actually have a problem, but still complain. This is still way out of line, undeserved and childish. You are speaking to another human being, someone who is attempting (at some level) to fix your problem. Like i said, we deal with craziness all day…every single day…we expect almost every call to be like that because 90% of callers are borderline *insert mental disability*
I understand you have a problem, and that its frustrating. Again, if you want to vent…talk to a therapist…Comcast employee’s aren’t there for you to hold your head or ‘vent’ or ‘rant’…the INSTANT a customer even remotely gets irate, that’s it…they ended all “above and beyond” service…they will get a monotone, bare-bones agent who will only give what is required. ANYTHING additional…additional escalations…credits…promotions…won’t even offer. They lost that opportunity.
My stress levels have gone through the roof because of my job, I have to keep it because of family obligations and have been looking elsewhere for employment for months. The ONLY benefit…discounted cable. Other than that, i hate my job, i hate the management, i hate the way the company is run, i hate how comcast lies to its customers and employees, i hate the majority of supervisors, i hate the cheap coffee they give us, i hate just about everything about comcast except the cable and the gym…even my pay rate sucks. You readers have no idea how bad the company is ran…under qualified internals are hired for higher-up management positions. I know personally of a manager, who doesn’t contact customers at all 99.9% of the time who at one point was almost fired for beating up an agent. i know the agent involved, which is why i know of the situation. This guy now practically runs technical support.
Comcast is a horribly, horribly ran company. There is SO much potential with Comcast as a provider it’s insane, but they drop the ball so many times and just make things worse and worse and it’s going to be the company’s downfall. When other providers roll in and things get super-competitive then things might change. I love how they say rate increases are required because they would lose money…and both years post record profits. I love how they give us as a department triple, quadruple the amount of calls (2-4000 at a time) for a center that does not have that many employees…and no raise. Everything they do…company policy, employee rules, customer rules…they’re all wrong, backwards or completely misguided. I blame the management…management is just oblivious to the outside world, are focused solely on “Comcast” daze and that’s all they speak…Comcast….Comcast….Comcast…make any sort of remark against the company and they will adamantly fight against you with 0 evidence, backing or truth to their statements.
Employees are paid bare minimum, some employees have 2 & 4 year degree’s starting making only twelve dollars an hour. Minimum for this position, especially with the amount of calls we take and things we support…an easy fifteen, if not sixteen or higher. There’s only 1 way to make good money at Comcast…switch positions internally…get hired one place, wait the 6 months, hired another place. As long as it’s considered a promotion/higher up position, you get a raise. Do it a dozen times over the years…you can make a decent amount toppled with the yearly inflation compensation raise.
Employees are lied to on a daily basis, the communication at the company is horrible…payroll issues will sometimes go unaddressed for days…your success and happiness at your job can be all dependant on your supervisor…i had an alcoholic bipolar supervisor where one day he actually sat and talked about having sex and he sure as hell knows its completely against policy to discuss things like that, even in joking. The next day he wrote me up for something i was completely innocent. I cant get into details, but there can be something so blatant and comcast will side with the customer just because of their current image. IE, an employee is written up because an irate customer called to say he was dissatisfied with the call for whatever reason. call not recorded. its employee vs customers word…customer always wins. this should be the opposite, if anything. if you disagree with me, i suggest you google “why the customer is always right is always wrong” and read that. their policies are ludicrous, now resorting to writing people up for not offering mindless, pointless things such as a survey, offering products to customers who call about their 5Th technician not arriving on time…it’s pure insanity.
I hope to the Lord Jesus that i find another job before i just quit and go to being unemployed…I’m pretty sure I’ll be happier.
All you readers, disgruntled comcast customers… if you read anything on this forum, read the following:
CHECK YOURSELF!
What do i mean? You obviously like to complain like myself, so you’re here. Now when you call customer service…no matter how ‘dumb’ you think they are…show them respect. Grow up. Be an adult. We don’t need to hold your hand and baby you through the technical support process. Be nice, ask coherent and competant questions and you’ll have your problem addressed. Call in with the statement of “MY INTERNET DONT WORK” will get you nowhere. Educate yourself. Secondly, don’t get smart or bring an attitude to a call with someone who, more than likely, knows more about what you’re talking about especially if you’re in technical support (at least in my area). For a customer to get smart about something they know nothing about makes us shake our heads with disappointment.
BE NICE! You will get more if you are, trust me. Be mean, ignorant or just roll in cussin at people…you’ll get nowhere. And you’ll be back here.
PS.
Cable service isn’t that important, even the phone service. Don’t rely on 1 thing…ever. 1 vehicle…1 phone…1 computer…know why? If it breaks…you’re SOL! Comcast isnt regulated by the FCC. They truly don’t care about your no dial tone problem…trust me. Flipping out to an agent over the phone about your On Demand not working for a couple days…just…WOW. Go outside. Do something other than wait on hold with the cable company to complain about on demand…call once, get a technician out and 90% of the time issue resolved. End.
In addition to putting up this WordPress blog, in my real life — I’m a Chief Marketing Officer of a real estate technology firm. We sell virtual tour digital camera kits to REALTORS and and supply a blended form of MLS (Multiple Listing Services) to them for their websites.
I have often wondered if it’s time to break open a bottle of Scotch before noon after I’ve trained a few digitally challenged REALTORS.
If you are going to BE in business today, you must know a few basic things about computers, Email and how the world of online business works. Being responsible goes hand in hand without depending on someone else to fix your stupid problems because you’re just too stupid or lackadaisical to take responsibility for your own actions.
Is your computer turned on?
Did you turn OFF then back ON the DSL box?
Did you install any NEW software last night which might be affecting your service right now?
The real estate industry is filled with morons that have no business being in real estate today. There’s a lot more than you know. Quite frankly, if a REALTOR can’t move their mouse and find their Internet email, don’t know what a right click on the mouse button is, they have no right to be marketing and selling your house. In fact, it should be a CRIME.
Here’s my Day in the Life of Bart Wilson at Voyager that Disgruntled Comcast employee or any service other employee can understand.
“Where’s the shutter button on this camera?”
“F-stop? What’s an F-stop?”
“How do I get these pictures from the camera to my computer?”
“My virtual tours are NOT showing up on Realtor.com…”
To add insult to injury, my wife used to work in the Mortgage business. Not only do we have stupid REALTORS out there trying to market and sell your homes for 6%, we also have far too many idiots working in the Mortgage industry.
You fax the paperwork with the buyer’s signatures, personal information and their SSAN numbers. Two days later, the mortgage officers calls the lending firm and asks for the status of the lock on the loan. (Meaning the loan LOCKS at the mortgage rate and points the Mortgage officer agreed with the home buyer.)
“We don’t have the paperwork on Mr. and Mrs. Smith”
– What do you mean? I faxed it to you two days ago and you said you had them!
“Well, we just don’t have them now. Do you want this loan lock or not? Fax me the Smith paperwork again.”
And you want to know why there’ so much identity theft out there? It’s not just the restaurant employees secretly copying your Credit Cards and selling them to the local gangs fronting the Credit Card Fraud Cartels.
One of the names for your pain here are the incompetent mortgage and banks that just can’t focus long enough on one client loan to see that is gets done the right way.
In a perfect World, I’d have basic training for stupid customers. And I’d make it a crime (misdemeanor) for any customer to order a high tech digital camera, or a hi tech Comcast product or service if you’re just all thumbs with a computer and Internet access.
Depending on a service company or another individual to be there to answer ever dumb questions you have should be illegal. Giving a DSL service with lots of hi-tech gadgets to a moron should come with a pre-qualification.
Are you SMART enough to turn on a computer? Do you know how to RESET your DSL box?
So in my mind — the customer needs to be taking some level of personal responsibility and get themselves trained on a basic level of electronics’ operations. If they don’t then these kind of customer service nightmares are only going to continue.
I have to side with Disgruntled Comcast guy on this post. I agree with you 100%.
For a year and a half, before the digital conversion, I asked Comcast whether I would need a box. I did not want to buy a new tv yet since I’m swamped with medical bills. Not one time did the employee I spoke with agree with the last employee I spoke with which is why I kept asking. When I moved, the Comcast employee came with a box and said oh you don’t need it. Flash forward after the digital conversion when Comcast does its OWN digital conversion. I turn on the tv and am missing about 75% of my stations. I figure it’s just the usual Comcast is outside working on the cable by my place which consists of two or three trucks and five guys smoking for several hours which includes no cable for us for most or part of the day no fee adjustment in store occurrence. But no, it’s something else. I call Comcast. Normally I find them to be the stupidest, most poorly trained, nastiest, unable to follow their own scripts, bunch of trailer trash halfwits I have ever spoken to in my life. The basic worst Georgia Walmart hillbilly you might run into on some disastrous occasion would be preferred to these “employees”. This time was beyond belief.
I first got a young guy who after I explained not having most of my stations in his best attempt to focus since he was obviously totally stoned said “oh you’re calling about your billing” I said no I am calling about losing most of my channels and looking at blue screen. He would say “Oh, whoa. Wait” and then ask me something else completely irrelevant. He could not pronounce my first name (try Mary) and could not follow my slowly read account number or address or anything else. I finally said well if you show a credit on the bill then you must have done something wrong and changed my channels. He said “no but you changed your service in August” When I told him I had not he became so overwhelmed in stoner land that he said “whoa, I’m going to send you to technical”. (I’m condensing all this of course since I spent over 10 minutes with each of the halfwits.) Of course he kept giggling and laughing through all this. I think when I call I’m talking to people in Richmond, California if that helps you locate this somewhat. I get the technical kid who does not sound wasted but also seems to be completely overwhelmed with the idea that I might have lost most of my stations. After asking quite a lot of questions that let me know that he is also going down the wrong road and my bringing him back again and again to where we need to be he tells me that Comcast has decided to also do a digital conversation and if you don’t have a box or new tv you won’t get the stations. He also insists that I have arranged for this to happen. I still through all this acted reasonably, did not yell or scream which believe me was hard not to do and even said to him I am very angry about all this. And I said “You guys screwed up and now I imagine you are going to make me fix it”. He finally said well I can mail you the box. I said no that leaves me without tv for another week. He said well come in the store and pick it up. I said the store is only open until 6 and is closed on the weekend. Does that mean I have to leave work 2 hours early to come pick up the box to fix the thing you screwed up?” He said yes. I asked him if I would be able to attach this and he said it has directions and described how it would work. I said “you left out the DVD/VCR-where does that go in this configuration” and Mr. Technical said “ugh………………… I don’t know.” I said “Should you have told me this was going to happen?” and he said “Well I think they may have sent you some things” I said “Comcast sends me about five advertisements a week to get internet, phone, more channels etc. and I throw them out because quite frankly I can’t imagine buying anything else from you since the basic thing you do you manage to screw up” and he said “yeah they looked just like the advertisements” After I got off the phone I just was trying to imagine how I would attach this when I am 1) disabled 2) have a disability with my hands and arms 3) keep my tv in a piece of furniture (an armoire) which makes it less easy to reach behind all this and reattach wires. So I decide to call back and ask them to come to my place and hook it up. They gave me a time a week away. I told them that was not all right and that I wanted them to bump someone else-sorry but how many time have I waited for them for 4-5 hours after when they were supposed to show up?-since this was their mistake. Since this was California, most of the people who answer the phone at Comcast are Hispanic females who do not speak English. They can barely be understood, have an extremely atrocious grasp of grammar, vocabulary, can’t read English, and can’t remember their script either and possibly skipped training altogether their English is so bad. I got one of those. She had to keep putting me on hold for several minutes, would come back, ask another question, then put me on hold again, come back, repeat ad nauseum. After several minutes one time about ten minutes into this, she got back on and asked me “how many boxes do you have now?” I said “What did I start out this conversation with? I told you I obviously needed a box although each person I have spoken with today has not be able to decide if that was true or not and the next person I talk to disagrees with them but didn’t we start this out with I need a box so why are you asking me how many boxes I have?” She got very nasty to me, really snotty and aggressive. I told her that I was tired of this, I needed them to come out, they owed me this, I couldn’t do it myself. She really got nasty then and of course all this hostility was sprinkled with the occasional “ma’m” to show she wasn’t really being a nasty little bitch. I asked to talk to her supervisor. She went ballistic. She really let me have it saying it won’t do any good, etc. etc. Her voice was hysterical and loud. I finally said “stop talking and put her on the line” I was beyond furious at this point. The supervisor came on and guess what for the first time in the half wit’s life she was right—the supervisor was worse than she was. By this time I was beside myself with rage. I had never spoken to a series of more incompetent, nasty, useless people in my life. I told the supervisor that I wanted someone out sooner than over a week after they removed my channels and she said she could not. I told her I did not believe that she could not arrange it. She said “I am not lying to you. I am in the business of giving you information and not in lying to you. I am here to assist you.” And I said “No, you’re not. You are most certainly not here to assist me. In fact you seem to be here to do your utmost to not assist me. All of this went on for quite a while with her becoming more and more belligerent. Of course I’m not positive she was saying this stuff since again her grasp of English was barely rudimentary and her accent so bad she was barely understandable. I said “look, I’m disabled, I can’t do this myself, you guys screwed up, you owe me, and I have three jobs now—two were given to me in addition to mine so I can’t leave 2 hours early to come to your store” She said in her mostly vicious Spanglish “Well ma’m congratulations on you that you have three jobs…” and at that point I lost it. I called her some names my mother doesn’t even know I know. So a few days later I had to lie to my already in jeopardy job, say I had a doctors appointment and I already really do have a lot of those and leave to go to the Comcast store. There were two employees and after ten minutes one of them closed her window. So we waited in line behind people who once they got in line spent ten minutes at the window discussing all the amazing options the Comcast employees are I would guess paid bonuses to sell to them. So the whole family would stand there discussing the merits of having this band of halfwits provide them with yet another wretched set of services and products. “Do we want HBO? hmmm……How about Starz? Hmmmm…..What do you think Nana?……” While the Comcast employee encouraged this window shopping. When I finally got to the window he explained that yes he would give me the box which he promptly handed me with a stack of cords, a new remote and when I said well how does it work said some things to which I asked but you left out the DVD/VCR combo in this arrangement—he actually had no clue. He handed me a pamphlet which is about 25 pages of the fun new things I could do with my fun new remote. But nothing about how to set it up. So now it’s at home and I have idea how I’m going to fix it and I have only about 15 stations for almost a week now. If there were any other options I could afford to get cable service I would do it. If I had to fly to Zanzibar, eat crocodile, give someone my first born child, eat dirt and get a horrible disease I would do it rather than have to deal with these @&&$###!!*#%% ever again.
I’m paying for a 5 meg connection and i havn’t gotten over 150 Kb/sec in the past month. It’s seriously starting to get ridiculous. My neighbor has an unsecured wireless connection and they have a 1 meg connection through comcast, and theirs is faster than mine, I cannot stand this!
Here’s a little speed test i did today, it never gets higher than this.
We had the same problem. It’s not always the fault of Comcast or your DSL provider. Have a local telephone company wiring guru. Have him test your telephone box from your home to the demarkation point. This test will reveal if you have crappy copper wiring or not.
All too often we blame Comcast or the Phone company for slow Cable Modem or DSL service and the simple fix is getting a good set of solid connections from your Phone or Cable box to the demarkation point. The demarkation point is usually your HUB in your neighborhood where all the cables meet at a central mini-facility.
This is about the dumbest thing ever for Comcast! Comcast will not cancel my 91 year old disabled mother in law’s service since she was moved into an assisted living facility over 2 months ago. I called, I emailed but no luck. I did not have authorization. I gave them the account number, last bill paid, told them I pay all her bills, but that made no difference either. I had my sister inlaw call, but still no luck. They continue to bill her deceased husband who died almost 2 years ago and refuse to turn off the service. (another story trying to change the name after his death, but I did not have authorization) It is a wonder how this company can succeed. Please have one of their specialist call me at 734-710-0555. thanks Mark Millerwise Canton MI
There are plenty of nice customers that call in and are treated badly and their problem is not addressed.I have heard statements like you are lucky to have our service and the classic one there is an outage in your area,when in fact,there is not and they never look at the account to see what is going on!So before getting an attitude with the customer take a second to realize that they may have spoken to 10 bone heads before you and reconize that comcast is not a customer “service” company but quite the opposite
Mark call the BBB and the franchise auth you will be surprised at how fast they will fix your problem.Remember comcast will send the dead to collections they dont care and it is because of managers like Z S in the Western region that only care about bonuses and not customer loyalty.Good luck!!!!!
I would do anything to get rid of comcast, but have no choice. Like many others I believed that I would not have to do anything as a result of the digital conversion as I already had cable tv service through comcast. Then I get the letter in the mail that says, oh no, you will lose the expanded basic (CNN, Fox News, ESPN, Weather channel, etc) unless you get dta boxes for each TV. So I called, they told me they would send 3 for free and I would have to pay $1.99 per month for any additional boxes. Ok – makes sense – 3 TV’s per household probably represents the average and its not their fault I have more TV’s, so I ordered 5 boxes for me and 2 boxes for my 87 year old father who is so confused about all of this. About a week later I received 3 of the boxes. Dad didn’t get any. So I did a live chat session – the agent couldn’t seem to tell me what was wrong, but did want to know if I was having a nice day. No I’m not. So the order was placed again. Still no boxes – called – got a nice agent on the phone who helped us activate our boxes – of course the splitter provided by comcast to allow our tv and internet to run off the same connection wasn’t strong enough to handle the new converter box. The agent told us she sees this everytime. So we went to the store and paid $50 to buy a high powered splitter. That worked. Any by the way – no record of my order of 2 boxes for me or 2 boxes for my dad. So ordered them again. Hey my dad finally got his boxes, which my husband went over and set up. I still don’t have my 2 boxes so another chat – and here is where I really get PO’d – you have to enter your address and phone number, then the agent comes on and asks you for the information again – why have me enter it in the first place – are you having a good day – duh no. I cannot see any order, but you can call your local office and see what happened. Fabulous. So I tell the agent that I’m canceling my business with comcast, and her script must not be programmed for that – as she responded – have I resolved your issues today – NO- is there anything else I can assist you with – yeah how about the problem I’m contacting you about. I just had surgery this week and cannot drive to pick up the damned boxes myself and of course the hours of operation are geared toward people who obviously don’t have jobs (then how can they afford this). Oh and my daughter saved up and bought herself a nice DVR which is rendered useless by the new box – relative to recording on multiple channels at once.
I was just reading the blogs here and see many of you are unhappy. I was looking for somewhere to report this and came across this site. I live in the Philadelphia suburbs and I seen first hand last week a tech who was so damn tired because he had not had lunch and his phone kept ringing with someone asking where he was and i was his 5th job of the day. He continued to work though did not complain. I felt so bad I offered to call Comcast and complain and he simply said “no its part of the job”… So I offered him a small lunch that he accepted. I just wanted to thank him because even though he was backed up he still spent extra time to fix my problem which was solved. I still called in anyway after he left but I do not feel anyone really cared. So again thanks and I hope comcast stops treating their employees like this…..
I agree with you Disgruntled Employee. I am tech and just like employee of Comcast said we are over extended. The last thing I want to hear is the full story of all your phone calls and what happen at best buy when you bought your tv. Just tell me your CABLE ISSUE. I really side with all are customers but when you get a customer who is just nasty and over exaggerates it makes your job hard. And FYI we do know how many techs have been at your house in the last 30 days…..so stop telling me im the 89th tech this month when im only the second. Also most techs do not care when you say ” fix this or im going to Verizon” I hear that about 10 times a day…and the last time i checked the Verizon techs hear that too.. I really try to fix these issue … I try to be fair with the time that is giving to me to fix everyone’s problem. But like you Disgruntled Employee I am looking for a new job as well im tired of getting off at 5 pm when im suppose to be done at three then i have to explain to my son why i missed his little league game….after i promised him i will be there
Mark, the reason why you cant close another persons account is because of all the privacy and protection laws put in place for account and identity theft. Your more than likely going to have to go to a service center with documentation of your mother in laws living situation and proof of being a family member. Its a pain I know, but america wants security so the gov made all these laws to prevent people from just calling in to any company not just cable ” hey i’m so and so lets change this”. I feel for you man, but its an all or nothing law and company poilicy, you cant be fair and non-discriminating if we pick and choose when and where to abide by it.
Ok I know I promised a week or so ago to do more helpful posts, but like the other workers on here I’m so wiped and backlogged with house and family work I havent had there energy to sit at my desk. I’m also glad a few of you are stepping up, and not in just a straight out bitchfest. A few of them are actually proper gripes addressing specific issues, wich is the only way to get anyone in management or corp to atleast read it. Straight out my job sucks, management blows rants will do nothing.
OK for the consumer: Yes I know you get some crappy callcenter reps, or that all to familiar dishonest salesreps; but trust me screaming, yelling, cussing, calling a lying scumbag to the field tech at your house isnt going to turn thing around and get good service. We arent the lying scumbag that told you anything to get a sale. Key points 1: we cant do anything about what another department does. 2: Nothing gets accomplished by it. 3: we are your only local contact and only department that actually cares about services/technology in the house or the customers so why blow up on the person doing your call? 4: It creates a bad work enviroment where we are most likely going to do the minimum and bolt for the door if we even do the job. Yes we are entitled to just leave if we feel its needed. Think of your job at your work, if someone walked up to you and dropped 6 F-bombs and c u next tuesdays because say accounting messed something up are you going to help them out and find out why? Yeah right, Youd have them removed from the premises. So why turn around and expect the rest of the world to take it.
I only speak out of real old service , and I been doing it old school for 13 years in multiple fields of work. I’m not some BS artists who looks to kiss corp america’s butt with sales. So when I post here take it to heart, Wherever I work in whatever field I always gets lots of customers who take the time to call in and compliment me. Try this next paragraph on for size to try out next time you need work done.
Tips/tricks. 1: its a multi-department company, so try and keep judgement to each department separate. Let your tech come in and do his thing, because when you are focused on rampaging and screaming your setting yourself up for bad service. Not so much because you get it bad, but because your mindset on the negative and no matter how good a field you get and how good a job he/she does you’ve already decided it was bad before it started. 2: Never ever go off about a sales rep. We hate them more than corporate. They set the bad pace of the customer experience and we have to play cleanup. Try it this way,” oh rep said I would be getting this and that for x price, why does your workorder say what it does?” Then we can say “oh what were you promised?” from there we can work with dispatchers and our teamleaders(supervisor) to try and fix it, we cant always because different sales departments have different promos than we have access to but its a start to PROPERLY correcting and issue. Look on the brightside, you get see us go through phone hell just like you do lol. How often have you seen a worker go through hoops like that after you told them to F off? Hmm, bees and honey. Theres a few inside points to get started, I’ll try and do more tommorow night. Maybe I’ll swap sides and point some stuff out for corp.
Basicly keep in mind customer service is 2 parts not 1. customer and the service(company), 2 way street. I’ll even take a min to write about 1 experience where I went apeshit to find an intermittent problem for some folks. These folks had about 2-3 calls before I was there. I did wiring replacement, lots of meter readings. I thought oh boys its gonna be one of these jobs, so I left my cell number and had them call me each time there tv broke up. Now I’m trip 3 mind you and because nothing was happening while I’m there its kind of hard to find the root cause, these folks had more than enough fire power to rip into me for 3 trips in 2 weeks and still uncertainty but they didnt. they saw me go crazy with my meter, replacing an outlet at best case pre-emptive maintenance and decided to put me to the test. Well they called me 3 nights later, and for 3 to 4 trips on days off, after shifts running new outside lines to the pole just incase, even a second to split up all their outlets(wich is a no-no without management approval) and asking the right questions and charting the times of nights they call me I determined the best time it was happening was after 7pm. So finally I had a chance to swing in after my shift at liek 8 since it was an overbooked day as usual, and with my luck pouring rain, I still went over and finally caught some errors on the digital and was able to finally put in a ticket for the line crew to check the street. OK longer than I wanted to type, but you can see my point, these folks were nice, saw my efforts, listened to my explanations on how digital works and gave me a chance to be there hero instead of their dumping ground and I ran through hoops for them. See what I’m saying here? Let us be your buddies, and corp the dumping ground. If we all get that mindset than we can team up together and kick the shit out of these bonus driven, sales greedy bastards and get them to change how they operate. Us alone and you alone gets us nowhere, together we hold all the cards, you hold their money and we hold the work that gets the billing cycle going.
All I want to do is cancel the cable service, not add services, order equipment, etc. National security is not compromised by shutting off a cable account. The name on the account is not my mother in laws; it is my deceased father in law. Maybe I can have a séance to find out what his access code is so I can handle this over the phone. I refuse to drive 15 miles to one of their service centers. This is just plain wrong, I will contact the BBB next. I was hoping a caring customer service rep from Comcast would monitor this site and call me to take care of the issue, but I guess I was wrong. Mark
I will give them one more chance. call me….734-710-0555
I hear ya Mark, but even canceling falls in same category. My best advice is have your wife run down with birth certificate and painfully her fathers death certificate. that is something no one should dispute, wish i could help you more but my hands are as tied as yours, the service areas of companies in this country have limit means of doing service. its so sad, I cant help a peep and a cant stand being behind a desk, f’ing great. I feel for you man, I work a town that has multiple assistant living homes or housing authorities and see this every day.
Hello everyone, I just want to say that Comcast isn’t the only cable company with bad service. I live in a central state lets say and we take our football serious i guess(buckeye)! Not to get off course here, we have Charter Cable company based out of California. They nickel and dime everyone to death .I went in to pay my bill today of course only one person ther and they lady before me was arguing with the charter rep about six addtional charges becuse he just hook up box to wires that were alredy there from here Direct Tv.The lady said if she known they were going to charge her $10 to connect the cables,she could have done it herself. She left with a refund of those charges and went back to Direct Tv she told the Rep. I ask the rep when i paid my bill if internet speed was going to go up yet for our area its at 5megabytes.In california and other places it’s more and their website says more.Any way i ask how was this bankruptcy going to afffect Charter or my connection and she said it was just Paperwork Bankruptcy. I so wish i had Verizon!!
He was born in 1914, we don’t have a copy of the birth certificate. We don’t have power of attorney but her son does and he lives in Conniticut. My mother in law is in a wheel chair so she cant go down to the service office either. My options are to go down there with the death certificiate and see if that works. For God’s sake, all I want to do is cancel the service!
I am not really opposed to doing that but the system for disconnecting the cable service is flawed and should be changed. If someone is paying the bill for a family member, knows the account, all of the payment info and is a comcast customer themselves, this should be plenty of proof to cancel an account. I called credit card companies after my father in law’s death to cancel cards and there was no problem doing that without any proof other than a phone call.
My option is to let this continue until they disconnect for non payment and then try to put a bad credit mark on a dead person’s credit record. Only then they will find out he is dead!
Non of this makes any sense and that is what huge companies like comcast need to correct, the ridiculous ridged rules that don’t apply to everyone. That is why they hire customer service reps, to do what is best for the customer. I guess that does not apply to comcast.
actually mark you just brought up a good point. Just let it go into nonpay status. If its still under his name then thats the name they would have to do the credit score on. Oops did I say that outloud
Ok I’m totally burnt and just to crash for the night but I promised you folks a company bash post. So heres my take on how to improve service
1: LEASH the sales reps. I been doing this trade for 3 years and have never heard a positive feedback. I know its not just people playing the game either, because I’ve seen receipts left behind by door to door reps with the promised promo. I know you folks think the customer experience all about the techs but its not. We are the last part in the experience. It all starts with customer service and sales, on that initial call that sets the pace. I’ve seen as bad of salesmanship as to walk into an elderly folks home and see 4 unused boxes sitting on their coffee table, and they told me the rep said they had to have a box for every outlet in the house or no outlet would work after the february transistion.
2: Let customer service be customer service and techs be techs. Its rediculous that the heavy metric is sales, dont we have like 5 sales departments?? Let them sell, and our sales be secondary extras. Besides your wrong about us having the best opportunity since we are in the home, we are their to fix an outage and the last thing a customer wants to hear is how for only 15 more a month they can have a dvr or for 30 more we can get them preffered with hbo. All they want to hear is “I’m gonna tear this house apart untill I fix anything thats wrong now and could cause a future problem”
3: A little over 2 years ago you went heavy on the think customer first routine and we are going to accomplish improving service is to make everyone responsible and accountable for their work, actions, and decisions. Well do it. All you’ve done is change how metrics work and hire more teams to make useless stats to make everything in the company our fault. Ie; management puts off replacing a bad hardline for months or even a year, but you let the trucks roll over and over again and let us take the finger point with bad repeats. Or the infamous repeat in a box(SIK). you push this on customers to avoid liability and false damage claims but you let us take repeats on them.. wtf man. You choose to mail it out or have us drop it off and its our fault there was an issue??? I mean really is it so hard to say “oops” and move on, you really have to spend millions of extra payroll to play the blame game? Dont bother saying the metrics arent geared for us to take all the heat, why else would that stupid bonus plan that use to be a interdepartment team scorecard turn into us being sliced off by ourselves? If we take the blame why not take the hit on a chance of a bonus too.
4: Bonus plan. Get rid of it. Just like every other company with an open bonus policy, people play it for personal gain rather than excepting its an extra for doing your damn job. The way its structured you can perform bad and get a huge payout, can you say AIG? If you want a bonus inceptive for any department that works for REAL job performance make it blind. I’m in the field so I’ll use that as an example. Give the team leaders x budget for bonuses each year and let them decide on wich of their techs get y amount, based on their opinion of service, troubleshooting, TRUE repeats. It could be at mid year evaluation or year end ” hey your kicking butt, most of your repeats are bad equip etc, and customers are calling in raving about you, so theres gonna be an extra bone in your next check”. Trust me youll see a huge increase of techs turned studs, knowing their work is getting the bonus not sales and corp buttkissing. Its sad to know a big chunk of people especially management think their salary is to show up and everything they do in their job is all bonus related, its not just our company but most companies period; well it is America, land of the greedy home of the rippoff artists.
5: and final for tonight. Scheduling. Way out of control for more than 2 years. Its part of any service that you will days where you get hung up and have to work straight through and skip a lunch or break to get your work done, but this company has made it routine. The law states we must be entitled to a lunch break, plus its just plain common sense, your not getting more work but less since we are starving and out of energy after 10-12 hours straight, minus maybe 2 minutes to take a leak after holding for hours because we’ll be late if we stop. Paying for a lunch break is company descretion/perk. You folks think its the company is entitled to dock your pay 30 minutes everyday and taking a break is the descrection of the worker. Man if you guys ever got a payroll audit you’d be hosed, all those timecards with someone elses writting on them.
I know you guys want the best turnaround time in the business to be part of our improved service but you need the proper coverage to do it. Someone getting 2 jobs in every time frame with am install and pm trouble call should never happen. Theres a reason no tech follows corp guidlines, if did every checklist and every safety checklist we’d be lucky to do 3 jobs a day. All your doing is burning everyone out, stressing us out with your over the top metrics and most of us are pissedoff before we get to the first job, we should be the last department you want stressed. I’ve had many days where my routes were so pathetically over booked I actually pulled my van off the road and forced my teamleader to have it fixed or I was going home, thats sad since I live for helping people.
I hope I didnt rant too hard and you actually read the key points, sometimes after a long day the adrenaline gets pumping and its easy to loose a professional approach.
To DisgruntledEmployee. If you don’t like doing your job, quit !!! While the FCC may not regulate you now, Comcast has an agreement with the city I live in for no competion. I guess that can be changed pretty easily. Politician will go with what the voters want. They really don’t care what your company wants. Plus if we bitch enough, you may not have job !!!!
I look through this blog; I realize there are upset customers, Disgruntled Employee, a really hard working cable tech. The biggest problem I see is mine as every other customer probably feels. I ask, what do we do? You got a lady in her 70′s losing it and smashing telephones and computers, people screaming for service. I am guilty; I have called the CSR department raising three layers of sand. I could cut the service off, switch to some other competitor. They are NO better. Dish, DIRECTV, Charter are in the same boat as Comcast. Is there not an industry leader that wants to be the best? I deal with customers everyday, I lead a team of guys who deal with plumbers and if you want to hear mad as a wet hen customers talk to a plumber. Again there are good companies and there are bad companies, I would just like to know what is a “customer” do about the shotty service. I feel I pay to much for the service but if I “want” the convienance I have, I have to pay. Yes my service is terrible, I don’t know what to do about it, Comcast either doesn’t know, can’t or doesn’t care. One of the three, and from the hardcorecableguy it sounds like some of the guys care. As for the disgruntledemployee, get a clue. I will give you a clue: I get a hot, mad, cussing, fussing, customer on the phone, I don’t take an attitude, “Yes Sir, I understand sir, we can get this fixed…explanation: customers want a cool calm supportive ear, not an idiot with a phone. Listen to hardcorecableguy, he has skills, disgruntledemployee you need to find another line of work.
Do I solve all of my customers problems over the phone in 10 minutes? No! Do I follow through, do what I say, take everyone as top priority? Yes. So disgruntledemployee, YOU can take charge, you can direct how a customer feels, shot you could probably help hardcorecableguy, trust me I have had Comcast to my house on several trips, I have nothing but respect for the techs and they have shared the notes about me and my account. Phone CSR’s don’t hardly ever get the problem or symptoms right. That really puts the tech on the ground in a bad way. I can hear it now, “I don’t have the trianing”, “its not my job”, you fill in the blank. Take a class on YOUR time. Learn the system, do something besides whining because you got your butt chewed by the very customer that pays your salary!!!
Now my rant is over but I actually come in search of info, my tv picture locks up or skips. The tech put a booster in the line in January. It never really corrected the problem. Also I lose internet connection, not everytime the tv locks up. I don’t have to reset the tv, just wait it will skip forward. The internet, yep, reset, reboot the whole 9 yards. There isn’t a particular time or situation when this happens but becoming more frequent. Any suggestions? The tech should be here between 8 – 11 Tuesday but would like to know what to expect from the tech. What type of measurements will be taken, what are the ranges etc…
thanks eyeswideopen, Its nice to see a level headed consumer looking at all the angles, and not just be on “me time”. Your seeing the perspectives from everyones posts. I’ll address this one for your issue specifically.
Boosters: have a specific use. Most people slap those in as a short cut and at best is a temp solution. To properly use one you need good solid wiring including the line out to the street(drop). No signal leaks or interference(ingress) and your just using it cause say you have 12 lines in your house. If your amp was installed and not because of many many outlets and a long run to street than there is problems with wires inside or teh outside one.
Analog may travel fine but digital is sensitive. Analog with hit your tv fine unless a gasg or severe corrosion on a connection is present. dig is so bad if i were to spit on the conductor before connecting that fitting to your tv it will most likely breakup. Get another appointment and ask the tech to see his/her meter and what the pre/post errors are.
Pre/post errors show the integrity of the digital signal. Should be showing -9 for perfect -8pre -9 post for good, anything -8 on both or higher is bad. say his/her meter shows -6. tell them to keep digging cause amps will only increase the strength of distorted/torn signal.
If you have a motorola box you can check as well by turning off teh box and pressing ok/select real fast. scroll down to inband status and press ok/select. There will be a correctable non correctable error count. Now a bad box can falsly display if the tuner is bad, but you shouldnt see more than an occasional 10-50 on correctable and never anything on noncorrectable. 0′s across the board is what you want to see at all times.
And people give the csr’s a break, all they can see and check is account codes that allow your channels through, send hit to have the box refresh the software, they cant see the signal or outlets,splitters etc from an office. troubles shooting the signal is our job. when they say their sending a refresh signal its a refresh signal not a signal refresh. they are making the box reboot and reload, cause just like computers software can hang from time to time, they aren’t changing the signal to your house.
oh i missed your last sentence you do have an appointment, if this is a many trip same call walk outside with teh tech right at the groundblock and test the drop cable, more than likely its old and has water in it. water gets in as cable gets old and cracked from the sun, rubbing on trees, or our biggest enemy squirrels. They love chewing on it.
The first time I had Comcast trouble was the first bill I recieved that was umm $28 more then quoted.
The second time I had comcast troubles was when they stopped sending me a bill and out of FIVE CUSTOMER SERVICE REPS none could simply send me a bill.
The third time I had comcast troubles was when after many months of NO BILL I got my bill only to find out they had raised my rates with no NOTICE CHARGED ME OUTRAGEOUS SHIT I NEVER HAD AND LATE FEES FOR ALL THE CHARGES I NEVER GOT A BILL FOR IN THE FIRST PLACE.
The forth time I had comcast troubles was when I was told I HAD TO PAY THIER MISTAKE BEFORE THEY WOULD FIX THEIR MISTAKE.
I AM STILL WAITING….
I changed service to bring down the cost so what did I find on my first new and lower bill.
THE FIFTH TIME I HAD COMCAST TROUBLES they again charged me more then quoted and added fees that NO ONE can explain to me.
I really would take anyone over them but there is no one else in my area. But I heard ATT is coming to town but they were terrible long ago when I had them do they still suck?
Comcast sends out some sub-contracts 9-24 and they worded and the cables lines behind my house for over 4 hours the next day I notice all kinds of garbage cable line garbage leaning against my garage.
I call Comcast 9-25 to complain they ask the name of the contracter and tell it could’ve been them if no Comcast emblem. When I inforn Comcast rep. of the fact that debrie was just like cable lines she tell’s me she’ll look into it.
I go out of town and return 9-27 still siting against my garage.(to big to fit in my can). I call again. this poor lady didn’t know what to tell me!!! Supposed to be picked up 9-30 4-6 pm ya right !!!!!
I was just turned down for a new mortgage due to having been turned over to collection by Comcast in Texas. It even had my Comcast Service address as an address I have never heard of. As a matter of fact i have never lived in Texas. What a surprise, especially as Comcast must have sent notices to that Texas address. I have an account in Illinois, and it is current.
So I called Comcast Illinois and they had me call Comcast texas, and they, of course, have never heard of me!
I am disputing the report with the credit agencies, but that takes time. Is a lawsuit appropriate?
There is a cable (and internet) outage at my house a couple of times a day – almost every day. Usually between 2-10 minutes. Now that I am home with a new baby I notice a lot more. Yesterday it was out for most of the Bears game, which finally got us to call Comcast and complain. When we move (in a couple of months) we will not get Comcast service again. We live in Chicago (Rogers Park).
There was some pretty severe weather here in Atlanta last week. During the storm we lost our cable and internet service (both provided by Comcast, of course).
We call to report the outage and are told that they are aware of the problem, they don’t have an estimated time that it will be repaired, and our bill will be credited for the days we are without service.
Okay, fine. We understand. After all, it was a really bad storm where people died and roads flooded. Got it.
Four days later we are still without service. A call to Comcast says that they are aware of the problem, they’ve identified it, and it will be repaired within 24-48 hours. Great, thanks so much.
Forty-eight hours later, still no service. A call to Comcast says that its been repaired we should have service & now it’s OUR problem. Okay. What can we do about it? Well, they can send someone out, but NOT TODAY. And not tomorrow either. How about Monday from 2-5pm?
Well – we work & no one is home from Monday between 2pm – 5pm. But – we figure out a way to have family come by the house for us to wait for cable. We call back.
Monday from 2-5 is not an option anymore the only other time they have is Thursday from 2-5. What happened to Monday? The 40 minutes it took us to make the arrangements made that date/time unavailable. Okay, fine. Thursday it is.
Next day we get a message on our voice mail from Comcast confirming the appointment on Saturday.
Saturday? What happened to Thursday?
Another call to Comcast & they don’t have any record of a call arranging Thursday as a repair time. They have Saturday. So tough luck. Nothing any earlier.
WHAT HAPPENED TO THURSDAY?? Did I imagine that call??
They didn’t care that we had been without cable and internet for 8 days now. They had no sympathy whatsoever.
Were we rude to the CS reps we spoke with? Never. We tried to understand and to reason with them. THEY COULD CARE LESS ABOUT US.
Comcast
1500 Market Street
Philadelphia, Pa. 19102
9/29/2009
Dear Mr. Brian Roberts:
In August I was no longer able to pay my bill on line as normal. When I called the 1 800 Comcast number the lady that answered gave me a temporary pass word or pass code and walked me through the process, she assured me that this was just a glitch. In September I had the same problem logging in to my account, this time they sent me to the technical department. I never received a statement from Comcast stating my bill was due. (I understand that I am not the account owner, however why was I able to pay the bill by logging in the past, and now I cannot?)
On 9/5/09 I called the 1 800 comcast phone number and asked about paying my bill, they said I could pay it over the phone for a $2 service charge, come into the office and pay it, or mail a check in. But I could not do it over the internet like I have for the past 6 months or so. To use the internet I would have to have the account in my name.
I called the office in White Marsh and asked how do I change the name on the account, they said to have the existing owner and new owner to be present with ID and they could do the change at the White Marsh office.
On 9/8/09 I went to the White Marsh office, the line of customers waiting was at the door. I was told that I would need to provide a copy of my deed to prove ownership of the address. (How could my son own the Comcast account if he does not own my home?) I would think that a driver’s license with the appropriate addresses would be sufficient.
On 9/9/09 around 11:00 I called the White Marsh office and asked to speak with a supervisor, hoping this can be straightened out. I spoke with Misha and I asked to speak with a supervisor, she said a supervisor could not speak with me right now but one would call me back. About 10 minutes later Misha called me back (not a supervisor), she said she spoke with a supervisor and they said to just fax a completed name change request form to 410-931-6752. I asked her to call me back to confirm that she has received the fax. She said OK. I faxed the name change request form at 11:39. Misha never called to confirm the fax. Around 4:00 I called the White Marsh office and spoke to a Patricia (?), I asked to be transferred to Misha. Patricia (?) said she could not transfer me; however she could e mail Misha for me.
This could all have been simply avoided if I was allowed to continue paying my bill on line. However, it demonstrates the complete lack of customer service at the White Marsh office and at the corporate level. I would like to think that this was a one time occurrence or just one individual that is improperly trained. It was horrible! This is the first time I have ever had to deal with a Comcast office, and this is the experience I had. While I was waiting in line at the White Marsh office, I could hear other customers complaining with the Comcast employees. (Apparently some customers were bringing DVRs in for exchange and the White Marsh office did not have any. One customer said they called the White Marsh office and they said that they did have DVRs. When I got to the counter to be waited on, I did notice a sign saying that they were out of DVRs and that they should be getting them back in October, I think. I would think the sign should have been posted as soon as you enter the building so you are not waiting in the long line to find out you are out of stock. Some one took the energy to make a sign, why not posted it where people can see it easier?) I find it so difficult to believe that no one with authority is at that location.
My suggestions would be to:
o Make paying your bill on line much easier. I would think that the account number is all that should be necessary.
o Have a supervisor available even when one is on vacation.
o Make the name change request form easier. (If I submit a copy of my deed, how do you know it is current? Do you perform a title search on the property after receiving the deed?) Do you honestly need a marriage/death certificate to terminate service? (This is internet and cable service, not a life insurance policy.)
o Have a real 1-800 number where someone who is responsible is going to respond to customers needs and not have the number go to the local office. (If the calls are being monitored for quality assurance or training, it is obviously not happening.)
o The clerks at the counter perform tasks that are unnecessary and time consuming. (I.E. When customers bring back equipment, the clerk puts on gloves then takes the equipment to a room behind the counter. Why can’t the clerk just have a tub or large container stationed at the counter? They can just put the returned equipment in the tub and move on to the next customer.) If you can save 2 – 3 minutes per customer, and you have 15-20 customers bringing equipment back a day, that can add up to additional time serving customers.
Again this all demonstrates a complete lack of customer service, or a lack of desire to help the customer both at a corporate level and a local level.
As of this date, I am still not the primary account owner even though I spoke to the executive assistant at the Philadelphia office and the gentleman from the White Marsh office that called me back; both assured me that I was the primary account owner.
Enclosed are copies of the paper work that was asked of me to complete for the change of name on the account.
Cannot get rebate! Unlike some other customers, I’m quite happy with the service comcast has provided, for the most part, BUT, I upgraded to triple play on April 1st and have not been able to get the promised rebate. Bottom line-I think they’re trying to blow me off – the latest; Sept 1st my “case” needs to go to Marketing Research and it will take 16-18 weeks longer to get a response. Bad Comcast – no doughnut! You can certainly collect my money with no problem, so why not return what’s promised as easily?
I have had horrible customer service with Comcast in setting up my new account:
–9-3-09 was supposed to have my connection established when I moved in with no one needing to get in our home.
–Then, somehow, we had an appointment scheduled on Sept 3 from 5-8 p.m. No one told us, we were initially told no appointment was needed.
–Then we had the appointment arbitrarily changed, with no one telling us, to Sept. 4th from 5-8 p.m.
-Sept 4th I called in 6 times, I got cutoff, hung up on, mis-routed to tech support, told I’d be sent back directly to sales only to go back to the original phone loop, only to get the call dropped, for the 3rd time!
–Then a technician called and asked to come early on Sept 4th at 2 p.m. three hours early! I happened to be home, so it was fine, but inept as Comcast usually is.
–After trying to provision the modem, he called in, and a support person said the modem would not work because it was from DC? Huh? And that it needed to be from VA?! Why should that matter? If the hardware was from the moon it should work! Then they said I could rent a modem from Comacst for $3/month, is that some revenue generating scheme?
–What if I had bought the modem from VA and drove it home to DC, and then drove it back to VA when I moved!!!??? Customer Service said they could indeed provision my old DC modem again, it just needed to be added to my new VA account, and that the technician and dispatcher were wrong. The tech said no, that Customer Service is wrong, and I need to use a Comacst modem. Cus Ser insisted that in 1-3 days the modem would be registered in my new VA account, and would be provisioned, and would work. Tech says no, since it was used in DC, it creates a conflict and will never work. So we used a Comcast modem at $3/month.
–I have no idea what the truth is.
–Comcast should tell people their modem won’t work again with Comcast in another state, if they move from one state to another, and want to use an existing Comcast modem!
–Comcast has the worst customer service planet wide.
I held on to analog for as long as humanly possible, but finally had to go digital about 2 months ago. Seemed pretty easy and the cost was actually lower than my package at that time. We have 5 TV’s in our home, so I ended up getting 1 digital tuner (On Demand, expanded lineup, etc.) and 4 digital adapters. Things seemed OK for a while, with just the occasional digital breakup here and there.
But more recently, the problem has gotten much worse. The picture cuts out and we get a black screen with the dreaded ‘channel has been interrupted’ message. Sometimes this goes away quickly, other times it lasts minutes. I noticed that the problem was especially bad on consecutive Sundays when trying to watch football or baseball. [Question: Does anyone know if the digital signal quality is affected by local demand? In other words, is the signal worse because lots of people in my area are watching football at the same time?]
We called Comcast and they did the usual ‘unplug your box’ bit. No improvement. So we had a tech come out and look at the problem. I wasn’t there, but he told my wife that he found some “noise” in the line and supposedly took care of it. Alas, this past Sunday, like clockwork, it was almost impossible to watch football, baseball, golf, or anything else on all of our sets. Called Comcast again, and it was like they never heard of me. Went through the same dance, but when they told me they’d send a tech out, I said (politely!) forget it. Until someone could call me and explain why the problem was not fixed by the first tech, I would be looking at other options.
It seems to me that this “digital cable” conversion (Comcast’s, not the general US TV signal one)is just an excuse to raise prices.
1) With old analog cable, we could get basic HD channels (ABC, NBC etc).
Now with the little “digital TV adaptor” box required, those channels are not supported. Was told by Comcast “that’s not an HD box” and they would gladly sell me the HD version for an extra $9/month.
2) Once we connected the new settop box, our VCR ceased to record – just get static. Told by Comcast “VCRs are so old – we are not trained on that”. But they would gladly sell me an upgraded settop box with DVR for an additional $9 per month. (this is in addition to the one above – 2 different TVs)
So that’s $18 more per month (> $200/year) to get what we had before their “upgrade”.
Their “free” boxes are not free unless you consider a loss of channels and recording capability as free.
actually no jon, the gov mandate was for over air broadcasts for tv/radio stations, hence why our basic channel 2-20 will stay analog. We are a closed circuit system and cant be told how to transmit, just fine us if any signal leaks get too strong wich the FCC already does. The real reason for this conversion is bandwidth. rather than expanding our hubs/headends to a true gig 1000Mhz system like it should have been years ago we are taking that th expanded lineup turning into digital wich frees up enough room to double our hd lineup, get the broadband bandwidth we need to fully accomodate docsis3 and still have a bit left over. Its all about a little programming rather than infrastructure upgrades. money money money.
And folks heres a little info on analog vs digital.
Your house wiring, splitters, connections might be fine to carry analog but doesnt mean your set for digital, hence why a few of you are having issues since your change or addition of a converter. Dig is less forgiving than analog and even the littlest bit of moisture in a line or connection or looseness on a connection will cause the digital to distort or break up. we see this on our meters as BER bit error rate, or pre/post error count in the field. When those digital pods(section of bandwitdh carrying channels, 1-8 channels) you see this on your screen as tiling/tearing, when the signal strenght is low you get the blank screen or the one moment please.
Contrary to what anyone tells you digital has nothing to do with pic quality. I can set 2 crt tv’s next to eachother, 1 cable direct and 1 on a box and you WONT see the difference. If you have say a lcd it will look worse on a dig box than cable direct, go hd converter or stay cable direct. Lcd doesnt like low defenition through converters period. Once that signal hits your tv its all up to the tuner to interperate the info, thats why you cant say dig is clearer because its all up to the tv from that point on. The difference is just how the information is programmed to be tramsmitted. If your a techie think software, windows and mac just 2 different software languages programmed to operate differently would be a good analogy. The main reason why everyone even went digital if beacause its cheaper. you can put up to 10 maybe more channels in the same spot as 1 analog thus saving bandwidth and lower power costs. Not to mention easier to encrypt if its a pay channel.
If all you folks on this site think your having a rough time with the conversion, take a minute to think of the old folks out there, or worse the ones in assited living homes or nursing homes loosing their plain easy tv remote having to learn all this new equip.
Agreed hardcorecableguy our trouble calls have shot through the roof since these dta sik started to roll out….when i arrive its all old wiring and people who have had analog cable for years. They told prior to the release of the Pace DTA’s that they will work on or about -21 well we all found that not to be true after the first week….Man I tell you I have not wanted to quit so bad in life since this changed…
Yes, I am having the exact same problem. I was told by comcast that I could “upgrade” to their dvr service for $16/month more. What an awful bait and switch by comcast. They require you to get digital cable. Then when basic functionality like RECORDING THE CHANNELS YOU ARE ALREADY PAYING FOR isn’t possible they try to steal more of your money. What a scam. And what a step backwards in technology for consumers.
commtech5 -21?? wow I learned years ago -15 was absolute redline and most boxes I ever used the last few years -10 was an issue. I love how they throw info out without knowing what they are talking about. Remember when tivo launched 6 months early “yep its good to go”, lol right, we all saw what like a 10% jump in our repeat rates the first couple months. Granted those new pace boxes are actually pretty descent considering they have yet to make a dvr that will last more than 2 weeks.
I have now been on hold for 21 minutes. I have called many times and have just given up, rather than wait on hold for long periods of time. This may be your method of reducing complaints.
I have received a bill for $27.99 for a service charge on 9-3-09.
The service tech, in response to multiple complaints re: very erratic service over many months, said that nothing was wrong, but then went outside, up the ladder, made a few “minor adjustments” after which the signal improved significantly…for a while.
We can prove loss of strength and loss of signal over many periods.
I believe that you are in breach of contract: you have not provided consistent service of any appreciable quality.
I am going to contest this charge with Mastercard, and am going to switch to Minneapolis wireless as soon as the pole in front of my house is activated…apparently the last pole in Minneapolis…but they promise by December 31st.
I still have a problem with the “tearing/tiling”. My husband change wiring, splitters connectors. I’ve talked to friend who live in other areas Woodstock, Roswell, Marietta and their TVs do the same thing. I find it hard to believe that it is something with all of our houses. Yesterday, there was a maasive outage. When I called they said they were aware of it and that it was a header? The tearing was horrible when that happened. Could it be Comasts equipment that can’t support the conversion?
Carol that term is HEADEND. Thats the main hub where the fiber transmits the data out the neighborhoods. From there it hits a device called a NODE that transfers the fiber to copper. It more than likely is a headend issue if its multiple towns. The info travels on the fiber by laser light and if the lasers are off, baam tiling for everyone. If the hub equipment acts up baam, tiling, if the node fails baam tiling or nothing at all.
And also, did your hubby use rg/6 cable? It will say on the jacket of the cable. I just want to make sure your up to snuff. Also, please dont say he got it from radiocrap erm I mean shack.
Those areawide can be a pain to get addressed unless its all channels and internet/voice as well. I’m in an area that once had an areawide problem and took like 2 weeks to even get the emails and tickets read. Then we were told oh its RF(signal) problems at the house, we were like “yeah, ok, 5-8000 people over 6 towns at once and its on our side”. but after a few more weeks it was finally fixed.
Rufus if that box isnt recording your channels you probably have a bad box. We get them all the time, used abused, and sent back out anyway. They tell us they hit the dumpster if its returned twice but yeah right, I rememebr seeing 4-6 return stickers on the bottom of boxes hence why we dont get the stickers anymore because we use to show cutomers how to look for the remaining residue when they try to peel them off.
Is it just me, or do a LOT of comcast customers have multiple billing problems. I was on the phone for over an hour today concerning a $549 bill I got from them. The billing issues I thought had been taken care of back in July, but alas it happened again (only this time they were going for the big money apparently). The CSR I spoke with “said” she issued a credit back to my account in the amount of $408. But how can you believe that when billing errors seem to reoccur over and over (5 times for me this year). I had corporate involved earlier this year, and still……..the billing errors continue. Each time I have to spend over an hour on the phone with them convincing them, and having them research it. I had thought when corporate got involved things would get better. But this isn’t always the case. All of us need to start emailing and calling the corp. offices and demand action. And worse, this company is going to buy NBC???? That will be the end of them if Comcast actually does go thru with it. Comcast is deceptive in their billing practices, and lies to their customers. No company should be able to get away with such unethical business practices.
Stop throttling my fucking connection when using Bit torrent. Hey, guess what, professors these days are starting to get around to modern technology and have heard how great P2P is, so get out of the Dark Ages and stop throttling my connection when I’m downloading lessons for the week. That or look up “net neutrality” in the FCC dictionary. When you win the Golden Poo Award from Consumerist and are constantly voted as the worst in customer service, it might be time for you to rethink your douchebag policies in what customers are paying for vs. which network’s dick you are sucking.
Signed,
A Comcast customer out of forced location
Believe me, if there were any other ISP choices, I’d take them in a heartbeat. I cannot wait for that chance after I graduate and NEVER use Comcast’s services for anything again.
This letter is to formally advise your office that on or about July 22nd, 2009, Comcast Cable arrived to the home of Rose Johnson, 113 Oaklee Drive, Fruitland, Maryland 21826 to collect any and all Comcast Cable equipment. Thereafter, the account of Rose Johnson was over charged/billed incorrectly for the month of August and partially the month of September.
Also please be advised that on or about September 28th, 2009 Rose Johnson made an online payment of $159.00 on her M&T debit/checking account in order to restore her cable services. This was specially a one time payment of $159.00. Comcast Cable put this payment of $159.00 through two times which over-drafted her checking account. It is clear that Ms. Johnson’s cable services would not have been interrupted if the billing was correct for the month of August and September (see attached).
Ms. Johnson has tried to resolve this matter via telephone and over the internet but was ultimately advised each time to send your office a letter in writing. I hope to have this matter resolved in a timely manner and look forward to your prompt response.
Sincerely,
David W. Moore
enclosures: copies of relevant information
Last week my Comcast HDTV died — packet loss, I believe. I scheduled an appointment. Right before the technician arrived I got a phone call from Comcast saying the problem in my area had been resolved. So I canceled the call. My mistake. The tiling and totally blank screens on numerous other channels returned. I scheduled another appointment. Technician came — basically he called his supervisor and they zapped the TV. He left. Problem returned. Got a “bright ticket” #111414. They told me to call the next day at 8 am to get the technician back out. But because I called so late the night before they were closed and assumed the problem had been resolved so my bright ticket was voided.
I was nice all morning until I snapped at 11 am upon learning that the bright ticket had been ignored. I realize the customer reps are semi-trained idiots and not entirely responsible but patience only goes so far.
Wow, where to start.. Ok let’s rewind 6 months ago april 4th, 200c when I canceled comcast tv from my internet/tv combo. The nexy month may I was still billed for th cable tv. I called them they said that it will be credited back to my account. So I wait for the next bill, SAME THING!! June I call them again, they said that they’ll take cre of it yadda yadda yadda. Guess what I see on july’s bill? You got it! Same flipping charges. Flash forward to today 10/6/09
Since the I’ve been to my local comcast office twice and called a few days ago. Same freaking charges still be applied to my account! If anyone knows I should contact to get this resolved right now please send me an e-mail at jahjahbinks@yahoo.com because I’m sick of all the run arounds and smoke they’re blowing up my as-!
Since October 1st, when I started calling Comcast for help, and as of today the ability to add secondary accounts to primary account DOES NOT WORK. Only after hours talking to eight different people (half with attitudes) over days did they finally say that system is down for repair. Thanks for letting me know. CALL FOR YOUR ACCOUNT CREDIT NOW for a feature you pay for that does not work for days. I checked and have no contract with this company that can’t even spell customer service. Back to ATT…
Comcast cable tv and internet service are terrible here in woodlands, tx. Last night could not sleep and turned on tv at 3:30. Experienced packet loss, complete lost image etc. this has been going on since April. had friends to dinner saturday night and table talk was of frustration with Comcast. Called ATT again but no service yet on my block. I am beginning to wonder what constitutes theft of service.I called last week because the on demand was not working and was told that it was a free service and I had no right to complain.
I have had very few issues with Comcast’s service over the 7+ years I have had them. We had some issues with temporary outages during the first year or two, but that was really about all.
Now, on 9/14/09 I added new services (Internet, Phone and more movie channels). I was scheduled to have these services installed on 9/25. On 9/19 I tried to activate my new DTAs(??) ahead of the digital conversion. I worked with 2 individuals over the phone to try and get the 2 devices activated. No luck. The support person noticed I had an appointment scheduled for 9/25, so she added a note to my account for the technician to also assist in enabling the 2 DTAs.
Fast forward to 9/25. I took the day off from work to wait for Comcast who was to show between 10 and 1. At around 11am I get an automated call reminding me of my appointment on 9/26 at 10-1. This is a surprise to me, since my paperwork clearly indicates the appointment is for 9/25. I call Comcast and they notice that the appointment was changed from 9/25 to 9/26 on 9/19, which is when I called support. It seems when the note was added to my account, it changed the service call date and no one notified me. So I wasted a day. I re-scheduled the appointment to 10/5/09 10-1 since no one was going to be around on 9/26.
Fast forward to 10/5. I have once again taken a day off from work to wait for Comcast. At 1:15 no one has shown so I call Comcast to find out where my technician is at. I am informed that my appointment was bumped due to a lack of technician availability. Now of course I am a little pissed at this since I wasted an entire day once again. Plus, no one thought to call and inform me that a technician would not be arriving. After talking back and forth with the Comcast rep he informs me that they do not know which jobs they will be able to cover each day until the morning of the appointments. At this statement, I finally lose my cool since Comcast just admitted to me that they can not ever guarantee that they can fulfill a scheduled appointment. I have worked technical/customer support for over 11 years and if the company I worked for ran their business like that we would not be in business any longer. We actually sell telecom equipment to Comcast and I can tell you they demand better service than I have received so far.
At approximately 5:00pm on 10/5 a lady from Comcast called to inform me that they would not be able to make my appointment that day and would I like to re-schedule. I told her this call would have been nice 7 hours previous, while I was waiting for the technician. I also informed her that I would not like to schedule another appointment until I speak to someone who could guarantee the appointment time would be met. I requested she have a supervisor call me to get this issue resolved.
The following day, 10/6, at 12:30 I call Comcast back to determine why no one has called me about my concerns. While navigating through the automated phone prompts I find out that I have an appointment schedule for 10/13 8-10. I never agreed to a new appointment, one was just scheduled without my input. I finally get a supervisor (Caesar) on line today and he of course apologizes profusely ( I was unfortunately more rude to him than I should have been considering he was trying to help, but I was very frustrated at this point. I will call him back after this posted to apologize now that I am more calm). Turns out all he could was give me (2) $25 credits for each missed appointment and he claims he will follow my account and call me on 10/13 to ensure someone arrived.
Now I will have to take a 3rd day off from work to meet with Comcast (if they show) and all I get for my time is $50? My time is worth much more than $25/day. I will have lost a minimum of 3 vacation days due to Comcast’s inability to show up.
Folks,as a former Comcast customer service tech I can tell you a couple of things right off the bat. First, your complaining does no good. You are a tiny tiny minority of people who have service. So keep going and watch nothing happen. All companies who provide a service has problems. It doesn’t matter who they are or what they are providing. Most of you who complain here would complain no matter who you had. You time is worth nothing to this company at all. You are given credits to get you off the phone so the poor agent who has had four weeks of training doesn’t have to keep listening to you because you do nothing but call. Guess what, you call internet tech support not only can we tell you are on-line but that you have not been off line for 2 weeks and are just now deciding to call. Do we believe you? Nope, for two reasons. First off you would not have waited 2 weeks to call if your service was not working and secondly, we can see you modem is on-line and has been as it sends a signal to let us know if it is on-line or off line. Just because you are down does not mean you are in an outage. When you move the modem from one outlet to another, it may or may not work. Also because your house may have 20 year old cable wiring does not make it our fault nor does it make us responsible for replacing it. Just like the phone company Comcast only covers what they install and that which is outside. And for the love of Pete please read that little agreement you get when you sign up for services, your e-mail is provided to you for free and is not a charged service. No discount for it not working and no, we don’t care if you run a business from your home, you have residential service not business class and are now in violation of your terms of service and we can, but usually don’t term your account right on the spot. Also in parting, keep yelling and cussing, we like it and tend to do our absolute best for you, like not trying to get you a sooner appointment or letting you know you can call about credit to your account when service is restored. You will get back exactly what you are doing to us, nothing but a hard time. think about it when you call because you have a slow connection, no on demand or 300.00 in porn on your bill.
I was recently visiting relatives that have Cox Cable. When a video on demand problem occurred there, a call was placed to Cox customer service. I requested that the phone be put on speaker so I could hear.
What a difference from Comcast where I live. After holding around 1-2 minutes they had an option to request a call back. less than 5 minutes later a pleasant and knowledgeable Cox employee called back and took care of the problem in less than 2 minutes. THAT would not have occurred with Comcast. According to my friends that call in for service you’re routinely put on an endless hold, often shuffled from person to person and then are frequently disconnected after investing a lot of time in the process.
I think that Comcast’s largest opportunity to improve our service and stop customer churn (and improve revenue) involves improving 2 really basic things. One: we need to honestly treat customers better when they call for service for problems they have. Two: Comcast employees need to be treated much better and that will translate into better service to customers.
The management style at the end of the chain of command is absolutely dreadful at Comcast. The people interfacing with customers and those keeping the systems running for the most part are not treated with any respect at all as people and employees. We’re constantly browbeaten and blamed for anything that doesn’t go well when we aren’t given the proper tools to do the job properly. Also, we recently learned that while rates for Comcast service are going up and the company is doing very well financially our benefits are being drastically reduced. We’re going to lose a big chunk of the matching portion of our 401k and the already high contributions for our medical insurance will be going up yet again. Wow, that is really going to make it tough to come in to face 9 hours of abuse at the hands of some arrogant and rude lower end manager. On top of this we constantly are threatened that we need to do better with customer service…or else! If it wasn’t so draining on our energy and absolutely pathetic the ridiculousness of the situation would be funny.
this is for all businesses thinking about using comcast for business. We had them, and dumped them as fast as we could. We had comcast for all Internet and Phone. The service was down on a regular basis (by regular 1 to 4 times per month. We had numerous service calls, and finally one of the comcast support people said to us, “you are down once a week? That’s not bad, you should expect to be down at least that much with our service.” Comcast, are you nuts! I would like to see your entire business, go without phone/fax/and internet for a whole day. What irresponsible people are running that organization.
Ok….so now I bought a TV Tuner card with Dual Tuner which uses Clear QAM. Cool, right? Well unfortunately, with the DTV transition, COMCAST doesn’t feel compelled to care enough about the customers who don’t want anymore equipment in their house (also have 2 more HDTVs with Digital Tuners) to actually make a channel lineup for the Basic Cable people. The EPG (Electronic Program Guide) does not have any programming info for any of the channels that aren’t local channels. Just so you know, all the TVs in the house with the exception of the HDTV in the main bedroom have some sort of equipment on them but it is pretty stupid to put a DTA box on a HDTV when the picture is better from the straight cable feed. I bought this Tuner Card for my pc becasue I’m sorry but sometimes Dual tuner DVR is just not enough and since the DTV transition I have had to put a DTA on my TV since there is not digital tuner in it and my DVR is now useless since it also does not have a digital tuner in it. Just looking for some kind of help from Comcast. Make some kind of effort to give the Basic people some kind of channel lineup or some kind of useful program guide. Please Comcast learn to care about your customers…..all of your customers.
So my “high speed” internet is not working today. I call 1-800-COMCAST and select the options to report the problem. I get a auto-message saying that there is a known problem and they are working on it, no need to stay on the line. I stay on the line because I’m a curious guy and when I finally get to a tech they say there are no reported problems in my area and everything ref: my modem is “green”. I ask them about the auto-message and they say its a mistake, they offer to have a tech come out in 6 days, (i just had a tech out 2 days ago and he said everything is fine). Oh, and if you have a problem with your DVR not recording right dont bother calling because they are “all out” of DVR’s, they will mail one to you later. Yeah right. Dear Verizon, Please get FIOS to my zip code soon, sincerely disconnected in Maryland.
A few days ago our TiVo died. We decided to try the Comcast DVR. The appointment is scheduled for 8am 5 days from now (you can never get them to come quickly). At 5:45pm the day before my appt Comcast leaves a voice message that they are shipping my new DVR to my home and therefore I no longer require my service appt. Umm..YES I do. I don’t know how to hook it up and by the way – why would you cancel an appt without asking me?
I call comcast and they actually tell me “WE DID NOT FORCE YOU TO TAKE TIME AWAY FROM WORK – THAT WAS YOUR CHOICE” When I ask to be compensated in some way for my lost wages they simply say “COMCAST DOES NOT COMPENSATE ANYONE FOR LOST WAGES DUE TO SERVICE APPOINTMENTS” Umm…if I had the fricken service appt then fine but you made me take a half day off and NO ONE SHOWED UP!!!
Since I already took time away from work for a service appt that never happened I went to Best Buy to see what they have.
I signed up for DIRECT TV and found it 104% cheaper than Comcast!!! I can even program my DVR through my iPHONE. They gave me a big discount for signing up at the store. I had 2 calls about my installation within 3 hours.
I would have paid the same amount as I am paying comcast just to get rid of them – but now I’ll pay HALF what I am paying that crappy company and I won’t have to deal with them anymore. I HATE COMCRAP!!!!
Ordered our “boxes” to support the “digital” transition on September 4th. In early October, most channels gone and still no boxes. Call Comcast (locally), got to talk to a nice lady and she promised to send a tech out with the boxes (~5 days out).
1. Tech did call and alerted about 30 minutes before arrival, he got here on the time and date promised, and he was rather nice (and also admitted that he was no fan of the digital conversion and what it brings along). So now we have “channels” again – and surprisngly, most of them with pretty good picture quality (all SD though).
2. But do I HATE these digital converter boxes. Remote control is crappy, changing channels takes some serious time, and in neither of the three TV locations do I have a good spot for these boxes.
I’ve said it before, let us put ONE central “converter” in the basement, and let that one “rebroadcast” via coax the TV channels we want to pay for, to the other TVs in the house (can be either analog or digital unencrypted QAM).
3. All the good features we’ve enjoyed (PiP and “easy of use”) are out the door, and we are being hammered with tons of channels we have NO interest in. The “favorite list” is a good start, but it needs to be much more customer friendly. And Comcast – since they have already partially on channels 961(?) – should set up more “compilation” screens where you group similar channels on one TV screen, allowing for a somewhat “simulated” PiP and allowign for jumping between channels. This is a feature that maybe Motorola can better incorporate. We are not even close to a standard TV feature where you simply can delete the channels you are not interested in and they’ll never again bother you either.
4. Thanks to “complaining” (contructively) we have a very good monthly rate for the next 12 months, but after that, we’ll probably just keep Comcast’s (excellent in our area) internet service and stick either to just OTA + Netflix, or go for satellite (already have a conduit running from a dish mounting plate all the way to our patch panel/splitters in the basement).
Following is a letter I sent to Comcast Contract Services today:
Dear Contract Services:
This is my second letter asking you to please confirm in writing that I have a one-year contract with Comcast, with the following terms:
Services: Comcast Digital Starter for $29.99 per month for 12 months
I am making this request for confirmation because I have received various documents in the mail indicating different terms, for a 24-month Digital Starter at higher rates for the second year. Please note that I have never agreed to this second contract and do not approve of it. Attached please find a letter I received today expressly stating that Comcast “has not yet received your signed agreement for” the Comcast 24-month Digital Starter. I do not approve of you changing my 12-month Comcast Digital Starter to a 24-month Comcast Digital Starter.
Also note that I am forwarding a copy of this letter to the appropriate agencies, which as you know do not approve of Comcast unilaterally changing the terms of its customer’s service plans and then trying to force customers to agree to terms that are contrary to the original agreement. Moreover, be aware that I am also forwarding this letter to my attorney, who will not hesitate to take more forceful action to enforce my original agreement with you should you choose to ignore it.
Warning for anyone thinking of Comcast Security. Three weeks ago, I moved into my newly built home. All data and video wires go back to one metal box. All of my window and door wirings go back to the same box. After my cable and phone was installed, Comcast security contractors came in. They told me that my home has wiring for a security system and it would take lot longer than normal. The contract they had with them stated trim. They tried to tell me that a wireless system would be better. After I declined, they went to my metal box and came back stating that they cannot find the wires for the power, detectors…. My builder would have to fix the wires and they will have to return. Well I did not have protection for 8 days. Folks, there are only 56 homes in this empty subdivision.
After my builder assured me that the wirings are correct, fed up, I called another security company. The guy found all the wires and did the whole job in 4 hours. The security professional told me my wires are where they are supposed to be. By the way, the guy is not with the builder. I got him as a recommendation from my coworker. Needless to say, I will cancel all my service with Comcast.
Since then, I found that four of my neighbors had the same experience with Comcast Security. They went with the wireless system recommended by the installers. It is a shame that they are protected with only doors and motion detectors when all their windows are wired as part of their home. I will personally relay Comcast incompetent security service to every new neighbor I encounter.
Nancy, we have a security division now? Wow just when I thought communication was bad here, I find out we have a team that does security sytems..Saweet.
Per-Ola I agree with you on the centralized converter. Its done in hotel/motels so why not houses. I myself have 4 or 5 tv’s that will need those crappy dta’s, even the tv that I watch the most is cable direct since I only watch 3-4 channels. Even dish companies can do 1 big mdu unit for apartment buildings, heck it would be less equipment money and faster easier intalls too. Have motorala make a dvr edition too, true wholehouse dvr… Our corporate loves having firsts in the industry so there ya go.
Oh and speaking of wich, if we can have a team that does security work unless I’m missing some info on that part, why cant we have a commercial team that does all the business class work. Too many of those jobs are being sent to people with no training/certification for that equipment or workorder/rate codes. Or are we suppose to hold up a business to use the customer as a guineapig?
Brice u, thats a common issue. My best advice if you have someone else in your household that can open an account is to cancel yours all togetehr and have the other person open one up. They might even get one of the tasty newsub promo’s. Opps did I say that out loud?
I have never been so frustrated and had such an urge to spread my hatred for a company…until I used Comcast services.
I signed up for a cable/internet package that included a “rebate.” When I asked the installation guy how to get a form he gave me a phone number.
After several calls (nearly 10), I was absolutely no closer to getting a rebate. I had been told several times that “marketing would be contacted” and that I would then hear back from customer service, which obviously never happened. Most customer service people gave me a different answer than the last, and their “immediate supervisors” were of no more help. Eventually after wasting an inordinate amount of time to get nowhere, I gave up.
My father googled Comcast CEO and was able to find some different phone numbers. I recommend calling them directly and often, because when you do this, you actually get called back. At least it is more satisfying. I’m still waiting on the “rebate” however.
When I needed an HD box I was told to go to a Comcast center to pick up the box that day. After driving up there, I was told that they were out of boxes and had been for quite some time (long before I had called that morning).
When I asked to have a box delivered, I set up an appointment several weeks in the future. That morning, after waiting from 7AM to 10AM, I gave comcast a call to see if the tech was nearby. I was told that they were still out of HD boxes. It seems strange that they wouldn’t call to tell me that, especially when I had confirmed my appointment with them the night before.
After the bait and switch they pulled by luring me to sign up with the promise of a “rebate” they never intended to give, I look forward to never doing business with them again, when my agreement is up.
We waited 5 weeks for a cable box. No other service choices in our area. We were told we would be called when a box was available. we were never called. The comcast “drop in station” in our town has no phone number, so every time we wanted to see if a box had come in we had to drive there during business hours.
We finally get a box. The first month, they overcharge us by $75, claim that our check bounced (it didn’t). To prove that it didn’t, we have to get a certified copy of our bank statement faxed to them. We don’t have a fax machine, so the expending of our own time and resources to continue this basic services continues. PLEASE, VERIZION, EXPAND TO OUR AREA.
I have Comcast. Again. But it wasn’t easy to get. I literally had to “trick” them into taking my money and providing me with service.
Fortunately, as a three-time or so customer, I knew the routine. Don’t call Comcast directly. Go online and find an offer for a free modem and coupons/discount. I did this in Chicago where the Comcast rep said there was no better deal than something like $50 a month for internet service. Then I went online, got my coupon and called back to the same person who honored the coupon. Anyway…
Back in Atlanta now. Wanted Comcast internet, so I called them. After a few attempts (I’m accustomed to the getting disconnected routine) I got someone who took my address and notified me Comcast wasn’t available in my area. I was on my cell, standing in the front yard, next to a green box that said “COMCAST” on it. I explained this to the agent who made no effort to figure this out and sell me their products.
Fortunately, my years of practice as a Comcast customer came in handy. I just went to one of those discount sites to get my free modem. The order went through and with a little prodding, a very knowledgeable Comcast tech came out to hook me up.
Years ago, I was a Charter customer. So Comcast is nothing to me. It’s like a few hours of simple water torture after several years in a Turkish prison. I can do Comcast standing on my head now.
I have been on a package for a year, and the monthly fee I was receiving ran out in September. I never received a note from Comcast to let me know my billing would be changing. I was even on the phone with Comcast in September, and the supervisor never let me know my monthly rate would change with my October bill.
I opened the bill yesterday. pro-rated because of when I paid the bill in September, and now I owe Comcast $165. in October. I called the customer service office and got absolutely nowhere – matter of fact the CSR was rude and yelling at me. All he could offer me was a rate for six months and then I was told it would be back to the rate I am now getting. He kept offering me phone, cable, and internet – firt time I ignored him, the second time I finally told him that package doesn’t work because I don’t have a land line. He got mad at me, and I think he did because I made him feel like he didn’t know his customer on the other end of the phone AND HE DIDN’T. I found out later if a CSR can sell one of those packages, they receive commission for their hard work.
Why doesn’t Comcast do something for its customers who are in good standing, pay their bills on time, and really never ask for anything extra? I am tired of dealing with Comcast, and I know over the next few days I will be leaving their service because their service certainly isn’t customer friendly.
Comcast doesn’t know what customer service is and they don’t train their employees in how to handle their customer base.
I so want to complain to the company, but I don’t even think they will care. I know when I had DirectTV I could call the company and recieve reduced rates because that was what they were offering to new customers, and Verizon has also done the same for me in the past with regards to my DSL. I just don’t get it – HATE DEALING WITH COMCAST THEY DON’T LIKE DEALING WITH CUSTOMERS IN GOOD STANDING.
So we have had comcast cable internet for about 2 years. We had the medium speed for about the first year and half. Then we started getting a lot of lagging when playing xbox. They made us drive about 30 min away to bring them our router and splitter. So we go through all this and it works a little better for a few weeks. The same problem comes up and we call again. The girl on the phone doesn’t ask me ANYTHING other than do you have a splitter? I tell her yes she says we must have got a bad one and to take it in again. We bypass the splitter to verify that she is right and again works better for about a day…. After being frustrated with customer service calls we deal with it for another week or 2. Finally we sit on the phone with them, over and over trying different things. We end up taking both the splitter and router in AGAIN. We get home try it out still very slow internet tests and can’t play xbox live. We call again the guy on the phone tells us he can tell from where he is there is something more going on. The send someone out the next morning. He tells us that when we canceled our camcast cable tv the installed just clipped a wire being lazy. He also had to replace other things outside. So he tests is tells us it is much faster. We are finally happy everyone is excited to have it over. We go in and try the xbox again….. same thing. We do an online speed test, and it is exactly where it was before he got there…… Unfortunately where we live there isn’t many options. At this point we feel very screwed over. We are getting speeds at about half what we are paying for. The speed has huge dips that make any online gaming impossible. 80$ a month for horrible customer service and a horrible internet connection. Thanks Comcast I hope you die.
I am a new comcast customer and so far not impressed. My installation appointment was between 11am and 2pm on oct 12th. I was home and waiting patiently for a knock on the door. While I was waiting I went on the comcast website with my iphone. While on the site the technicain called and it went straight to voicemail. I called back when I discovered the voicemail about 4 min later 11:05pm. The csr said the tech had already been to my house and knocked on the door. Also that the tech had left a note on the door and that he would notify the tech to return. I checked the door and no note was left plus I didn’t hear anyone knocking. I waited till 2:15pm and called comcast for an explanation. The csr told me that a tech would be there that day before 5pm. At 5:30pm I called comcast again, this time csr told me that I had canceled my appointment and rescheduled for the next day. I told the csr I didn’t cancel anything and accepted the appointment for the next day. The tech guy came around 1pm was at my house for over and hour. Something about the the modem still had the old adress which was not disabled and the system does not allow duplicates. The tech guy was very courteous and apolgised for the appointment taking so long. After the tech left I tried using the dvr feature. After getting an message on the screen saying my dvr service is disabled and to call a csr. So I did the csr told me that the dvr takes 24 to 48hrs to activate. Ok so I waited and called back 2 days later told the csr what the previous one had said and he couldn’t contain his laughter. After some checking he said the my box was a HD reciever not a dvr and that a dvr is 7 more dollars a month. That if I wanted the dvr I had to exchange my hd box for a dvr box at the nearest office. When I hung up with this csr I checked the installation invoice and they charged me $19.95 for a digital recorder. The invoice is confusing and unclear at best. I specificly asked for the dvr when ordering the promotion. I would call comcast for and explanation of what exactly is on the invoice and what I am being cha
July 16th, 2009 at 9:30 pm
Sent to “Rick” at comcast.com
Hi
Apparently your service ordering system is broken, as I called 3 nights ago to order Triple Play (order# 379775214), was informed I was to arrange a site survey, which I used my time to do (ticket #1287236). Today we received a phone message stating service is available at our address, our address was in your database and we were to call the 1800 number to arrange install.
Upon calling the number, was now informed that digital telephone service was not available for our address, so the Triple Play was not available; was then offered high speed internet and cable (DVR/high-definition channels, HBO for 6 months) for 52.98/month for one year, requiring a one year commitment. Upon seeking to order this, I was requested to provide SSN for a credit check; I told your CSR I would have to see your policies on SSN before providing this information over the phone and call back. I found the policies on your website, read them and called back.
Our address then could not be found in your system and we have to have a site survey done. I informed your CSR that one was already done and we were instructed to call you back; I was then transferred to another number which just played a message that the office was now closed (listed on website as being available 24 hours day/7 days week). I called back again, was then told our address could not be located in the system, I told this CSR again that we received a message instructing us to call and arrange installation–and trying to do that. I was again told they cannot locate our address in the system and they have to arrange another site survey, so I requested him to escalate this matter to a manager as something is broken here, have now wasted 2 hours trying to order as a new customer.
A “manager” came on the phone, ID’ed himself as Michael #31301, stating they cannot locate our address on your system and we have to contact the local office to arrange a site survey. I told “Michael” we have already had this done, received a call message to follow up and was trying to order service as a new customer but you seem incapable of getting this done, so further escalate this to someone who can and was told by Michael there is nothing further he could do.
Finding it incredible that you jerk potential new customers around like this–something is broken there!
Stephen Roy
July 17th, 2009 at 10:27 am
Hi Steve,
I would like to apologize for this poor experience. I can certainly understand your frustration. Our team also works for Rick Germano out of the Corporate office. I’d like to look further into your concerns and see that they are addressed. When you have a moment, please email us at the address below. We’re here if you need us.
Kind Regards,
Melissa Mendoza
Comcast Customer Connect
National Customer Operations
We_Can_Help@cable.comcast.com
@ComcastMelissa
July 17th, 2009 at 11:26 am
I have no problem with Comcast switching to all digital. However, they also decided to encrypt all of their channels except for the local networks. This has absolutely nothing to do with the digital switchover. It is completely unneccesary except that it forces people to put boxes or cablecards on all of their tvs, Tivos, etc. I have been a Comcast customer for 20 years and have been paying them almost $200/month for much of that time. Well, that will be ending. I have no intention of hooking cable boxes to all of my tvs or getting cablecards in order to use my Tivo.
I live in Michigan and they plan to begin encrypting the channels in October. I will be cancelling my service at that time. And before you send me your canned response about the digital conversion increasing the number of channels, blah, blah blah, let me reiterate that the digital conversion is fine. It is the unnecessary encryption that is costing you my business.
July 17th, 2009 at 2:32 pm
Trying to cancel service:
I called Comcast on May 19th to cancel my service because I was moving. The services in my house stopped immediately and I returned all of my equipment, however, I am still being billed. My current bill is almost $600 for services that I no longer have.
I was told in the beginning of June that I would receive bills until the service was turned off at the box outside. I was also told that it was scheduled to be turned off around the middle of the month. I called to confirm this and was told that the service was turned off but the account was not closed out yet. The representative said that in 4-6 weeks I would be getting a $40 refund. However, nearly 4 weeks later, I have received another bill.
I called today and spoke to “Richard” ID#RON (he insists that 5 digit ID#s don’t exist). Richard said that the service was not turned off last month, as I was told, but was scheduled to be turned off today. He had no information about why the service wasn’t turned off last month.
At this point I am very concerned about the 3 bills that I have received and was told to ignore by representatives. I have nothing in writing telling me to disregard these bills and am worried about the impact that this could have on my credit if what I am being told is inaccurate. Also, I tried to call the local number in hopes of getting more information but was routed to a billing center in Texas. This representative said that all my calls would be routed there because my account appears to be overdue.
I would like someone from Comcast to contact me ASAP to let me know if my service was actually canceled today and when I can be expecting my credit. Also, if for some reason you have to leave a voicemail please leave me a number where I can actually contact you back.
Calvie – 09592787582-01-4
July 17th, 2009 at 5:24 pm
Calvie.
I’m not a Richmond rep of comcast, so giving you my ID would be redundant, but the tech went out and disconnected the account today. I’d say to call in to get your updated balance, but, from just eyeballing your account, it looks like you will get a credit of $30.03.
July 17th, 2009 at 8:21 pm
City Desk wrote:
> Hi Stephen,
>
> We sincerly apologize for your experience. We need the service address
> and a good contact number for you. We would like to address this.
>
> Sherri C
> Comcast Corporate Office
>
>
> From: steve[SMTP:ROYSTPHNJ@VERIZON.NET]
> sent to “Rick” at Comcast.com, apparently Rick Germano Senior Vice
> President of Customer Operations
> Hi
> Apparently your service ordering system is broken, as I called 3 nights
> ago to order Triple Play (order# 379775214), was informed I was to
> arrange a site survey, which I used my time to do (ticket #1287236).
> Today we received a phone message stating service is available at our
> address, our address was in your database and we were to call the 1800
> number to arrange install.
> Upon calling the number, was now informed that digital telephone service
> was not available for our address, so the Triple Play was not available;
> was then offered high speed internet and cable (DVR/high-definition
> channels, HBO for 6 months) for 52.98/month for one year, requiring a
> one year commitment. Upon seeking to order this, I was requested to
> provide SSN for a credit check; I told your CSR I would have to see
> your policies on SSN before providing this information over the phone
> and call back. I found the policies on your website, read them and
> called back.
> Our address then could not be found in your system and we have to have a
> site survey done. I informed your CSR that one was already done and we
> were instructed to call you back; I was then transferred to another
> number which just played a message that the office was now closed
> (listed on website as being available 24 hours day/7 days week). I
> called back again, was then told our address could not be located in
> the system, I told this CSR again that we received a message instructing
> us to call and arrange installation–and trying to do that. I was again
> told they cannot locate our address in the system and they have to
> arrange another site survey, so I requested him to escalate this matter
> to a manager as something is broken here, have now wasted 2 hours trying
> to order as a new customer.
> A “manager” came on the phone, ID’ed himself as Michael #31301, stating
> they cannot locate our address on your system and we have to contact the
> local office to arrange a site survey. I told “Michael” we have already
> had this done, received a call message to follow up and was trying to
> order service as a new customer but you seem incapable of getting this
> done, so further escalate this to someone who can and was told by
> Michael there is nothing further he could do.
> Finding it incredible that you jerk potential new customers around like
> this–something is broken there!
> Stephen Roy
> tips@consumerist.com
> http://customer-circus.com/post-comcast-customer-complaints-here/
>
>
304-267-0394(h)
169 wren street north
martinsburg wv 25405
got home from work, found an mail:
“We have received your e mail and thank you for using Comcast’s online
email support. One of our Comcast customer support representatives will
get back to you, likely within just a few hours. In the meantime, you
may find our FAQs helpful to resolve your inquiry so we invite you to
visit http://help.comcast.net. Or, for more immediate attention to your
situation, try “Ask Comcast”, a real time chat service, available by
visiting http://www.comcast.net and clicking on the AskComcast link at
the top of the page. We look forward to working with you.
Sincerely, Your Comcast Support Team”
and :
City Desk wrote:
> Hello Steve,
>
> What’s the telephone number on the account?
>
> Thanks
>
>
my email reply to 2nd CityDesk email:
304-267-0394–called your what I found is your Manassas center tonight, to resolve this before the “local” office closed and any customer service available 24/7 as advertised on your website–is not actually available other a message informing the local office is closed.
Your sales person then obtained the address information, stated it was entered as 169 Wren Street, as “North” is “directional” (complete address is 169 Wren Street North) took 20 minutes on hold to confirm that service is available, did not want the ticket or order #’s when offered.
Told him we started with Triple Play in this process, but digital phone then wasn’t available, was offered high definition channels and DVR, and performance internet package, for $52.98 for one year, with one year commitment last night. Your CSR then expressly stated it, internet and digital TV, was a few dollars more at $55.02 monthly but only 6 months, then expressly stated he could a better deal for one year, but it would be $18 more.
Told him if he didn’t have the authority to honor the offer I was made last night, to get his supervisor involved as there is some history with this. I don’t consider $18 more to be a better offer.
After another 15 minutes, someone who identified herself as the “supervisor” and “Mira”, and upon further request “the only Mira in the Manassas Center” and “703-709-8974″ as her direct phone line; I told her I was documenting this contact as I would also be following up with a reply to a Comcast corporate email and Consumerist magazine as to this experience–I then again explained above, Mira stated she could not honor the offer but would see what she could do–$69.99 for the internet and TV (I assume this is similar to the “$18 more” previously). I then offered her the original order # and ticket # for the site survey and she stated I “couldn’t possibly have an order #” as they have to do a ticket #–she did not actively listen but cut me off with this, kept “overtalking” about there’s no offer like, noone can do an offer like that and running on whenever I asked if she could please listen–so I could provide the order # I have from the original call (Your CSR instructed me to write it down!). I told her if she does not have the authority to resolve this, then let me speak to your supervisor–she became argumentative and stating the supervisor would only tell me the same–I again had to request “would you please listen a second” repeatedly, then requested to have her supervisor call me, she stated I would have to wait until Monday as its Friday night, the supervisor is off, and she (Mira) is in charge of the call center until 10 PM, etc.–before asking me for my phone number and name, and when i asked the supervisor’s name who is supposed to call me, she rapidly stated “Dessica”–so I had to ask again and how its spelled.
Quite frankly, we could have gotten to the same place more than 15 minutes or so earlier (approximately 50 minutes with the double hold) had your the supervisor been willing to listen before assertively responding and cutting me off. Lack of actually hearing exactly what a potential customer is relating–in this instance, our complete street name–the confirming phone call left at our residence had “169 Wren North Street”, your CSR said it was “169 Wren Street”–north being “directional”–our complete street address was not being recorded correctly. its clear that active listening and repeating back to confirm is lacking in this process.
> From: steve [mailto:roystphnj@verizon.net]
> Sent: Thursday, July 16, 2009 11:41 PM
> To: Subject: comcast customer service is broken
> sent to “Rick” at Comcast.com, apparently Rick Germano Senior Vice
> President of Customer Operations
> Hi
> Apparently your service ordering system is broken, as I called 3 nights
> ago to order Triple Play (order# 379775214), was informed I was to
> arrange a site survey, which I used my time to do (ticket #1287236).
> Today we received a phone message stating service is available at our
> address, our address was in your database and we were to call the 1800
> number to arrange install.
> Upon calling the number, was now informed that digital telephone service
> was not available for our address, so the Triple Play was not available;
> was then offered high speed internet and cable (DVR/high-definition
> channels, HBO for 6 months) for 52.98/month for one year, requiring a
> one year commitment. Upon seeking to order this, I was requested to
> provide SSN for a credit check; I told your CSR I would have to see
> your policies on SSN before providing this information over the phone
> and call back. I found the policies on your website, read them and
> called back.
> Our address then could not be found in your system and we have to have a
> site survey done. I informed your CSR that one was already done and we
> were instructed to call you back; I was then transferred to another
> number which just played a message that the office was now closed
> (listed on website as being available 24 hours day/7 days week). I
> called back again, was then told our address could not be located in
> the system, I told this CSR again that we received a message instructing
> us to call and arrange installation–and trying to do that. I was again
> told they cannot locate our address in the system and they have to
> arrange another site survey, so I requested him to escalate this matter
> to a manager as something is broken here, have now wasted 2 hours trying
> to order as a new customer.
> A “manager” came on the phone, ID’ed himself as Michael #31301, stating
> they cannot locate our address on your system and we have to contact the
> local office to arrange a site survey. I told “Michael” we have already
> had this done, received a call message to follow up and was trying to
> order service as a new customer but you seem incapable of getting this
> done, so further escalate this to someone who can and was told by
> Michael there is nothing further he could do.
> Finding it incredible that you jerk potential new customers around like
> this–something is broken there!
> Stephen Roy
> tips@consumerist.com
> http://customer-circus.com/post-comcast-customer-complaints-here/
>
>
and the email CSR from website:
Thanks for your message. I am out of the office on July 17, but will be back on line late this weekend. If this is urgent, please contact Gretchen Mahlmann at 215.286.3047 or gretchen_mahlmann@comcast.com.
Called and left message at this phone number–Gretchen’s message stated away from desk.
Still trying to understand why I would be provided seemingly misleading offers like this–which is not being honored in follow up after a site survey to confirm availability, then terrible customer service.
Copied to all previously involved. To date, noone has called m, I’ve had to call only to repeat the experience!
Stephen Roy
169 Wren Street North
Martinsburg WV 25405
304-267-0394
July 17th, 2009 at 8:45 pm
ive had cable since oct.07 my wife and i both have told them since day one that our cable blocks.cant even make it threw a 30min show.i finally got ahold of maurice e. watson executive support specialist.he tells me ill get techs out there and we,ll get it fixed. well now a month of haveing techs at my house almost everyday i still have same problems.and im on cable box number7 now.im feed up ive paid for crappy service for to long.on monday im going to write aletter to brian roberts ceo& chairman and im sending that letter to all the executives at comcast.im also to the point of letting my att. general with all my video proof i have hours of video that i recorded showing the blocking everyday.its sad that i have to go that route but ive tried everything i could but almost two years of this crap is enough i wish i could get back every cent ive paid them im disabled i can barely efford to pay the bills i have but ive managed to pay them not no more after i talk to my att. general im going to contact the media cause its about time they get sum kind of fine or punishment for this ive gave them chance after chance to fix the problem and its got me nowhere.so comcast you did it to yourself
July 18th, 2009 at 7:13 am
these Comcast folks have their email blocked:
This report relates to a message you sent with the following header fields:
Message-id:
Date: Thu, 16 Jul 2009 23:41:29 -0400
From: steve
To: tips@consumerist.com, david_cohen@comcast.com, ralph_roberts@comcast.com,
marlene_dooner@comcast.com, payne_brown@comcast.com, kerry_knott@comcast.com,
esl_corp@cable.comcast.com, john_schanz@cable.comcast.com,
john_ridall@cable.comcast.com, brian_roberts@comcast.com, joe_waz@comcast.com,
audit_committee_chairman@comcast.com, darcy_rudnay@comcast.com,
corporate_communications@comcast.com, steve_burke@cable.comcast.com
Subject: comcast customer service is broken
Your message cannot be delivered to the following recipients:
Recipient address: kerry_knott@comcast.com
Reason: Remote SMTP server has rejected address
Diagnostic code: smtp;550 Mailbox unavailable or access denied –
Remote system: dns;mx3.comcast.com (TCP|206.46.173.3|61812|24.40.8.248|25) (SMTP Proxy Server Ready)
Reporting-MTA: dns;vms173003.mailsrvcs.net (tcp-daemon)
Original-recipient: rfc822;kerry_knott@comcast.com
Final-recipient: rfc822;kerry_knott@comcast.com
Action: failed
Status: 5.0.0 (Remote SMTP server has rejected address)
Remote-MTA: dns;mx3.comcast.com (TCP|206.46.173.3|61812|24.40.8.248|25)
(SMTP Proxy Server Ready)
Diagnostic-code: smtp;550 Mailbox unavailable or access denied -
July 18th, 2009 at 1:08 pm
I’ve contacted customer service over the phone several times because I’m being charged for renting a cable modem that I’ve OWNED for over three years now. Comcast reps keep telling me that I have to go into one of the service centers with a receipt and prove that I own my cable modem. The only receipt I have is a Best Buy rebate receipt that shows I bought a Comcast Self-Install Kit and cable modem. So I went into the service center with that information and they said they couldn’t accept it because the receipt didn’t have the modem’s serial number. I’m fine with paying the extra 3 bucks a month for the mistakes (they happen) but I’ll be damned if they want to take my $80 modem when I cancel my service at the end of this month. If they don’t get this fixed I would rather go without internet and cable than pay Comcast another dollar. If they do fix it then I’ll be happy to continue working with them. Their choice.
July 19th, 2009 at 2:23 pm
After spending all day dealing with the issues I am having with Comcast, including the rude Street Thug Tech they sent out to my residence (without the proper equipment, and leaving without fixing any of my issues), I have to question why this site (a consumer site)displays sponsored ads paid by Comcast!
July 19th, 2009 at 2:35 pm
Hi Brian,
I never noticed that. But this is a Google AdSense clip of code. It displays relevant ads here. If you click on it, Comcast PAYS for the ad.
So feel free to CLICK away your frustrations when you see the Comcast ad run.
Enjoy!
- bartman
July 19th, 2009 at 2:49 pm
hmmmmm, LOL
But you know you can exclude certain ads from Google’s AdSense program
Anyway, here in Arlington, Comcast is God awful ….yesterday I had to go to the local Comcast office (not the Manassas, VA one, aka the hammer lady office….she is my hero
) lol…..The line was out the door with people returning their cable boxes. I am in an unfortunate situation. In my case, Comcast is my only option for high speed Internet. Verizon doesn’t offer FIOS OR DSL at my address. They couldn’t even tell me why! That is very puzzling since Arlington, VA is a large metropolitan area, AND a friend of mine one block up the street has Verizon DSL
July 19th, 2009 at 5:36 pm
I’ve been a Comcrap customer for almost 8 years with both tv and internet. Because the internet was ordered a couple of months after the tv they were billed separately. The first couple of years they were still AT&T broadband. When they were AT&T the service, both actual and customer service, were great. When Comcrap took over the service went into the toilet and never recovered.
Last December to make up for screwing me over, they improved my internet speed and discounted my bill. I didn’t notice any improvement in service, but did appreciate the $17 discount. (My bill was $42.95 before the discount) Then three months later my bill is $60 plus a $ 0.99 maint fee. I called and complained and told them to put it back the way it was before they changed it. That included speed and cost. They said they would. I also talked to them about lowering my bill for tv. They got it down to $82 by shuffling discounts. They lowered my internet speed to about 1200kbps to 1500kbps where my speed before the changes had been about 20000kbps. I called again. they returned the original speed. My internet bill only went down to $52.95 plus the new $0.99 maint fee. I complained again. They refuse to lower it saying I have to combine my accounts to get the lower price. They did offer me $10 off for three months for being a valued customer. I suggested I should look elsewhere for internet service and was told that DSL is a dying technology. Funny comcrap has again lowered internet speeds to the equivalent of locally equivalent available DSL. Must be getting me used to that speed for when I change. My tv bill was never lowered either. In fact, instead of decreasing, it has increased every month since. They also now include a $0.99 maint fee for that too. How many maintenance plans do I need for one house? I made the mistake of messing around with them too long and my tv service was interrupted last week. Now they want me to pay the full balance due, including the overcharges, before they will discuss my account. The final cut-off date is 7-28. In this day and age and with comcast being the communications company it is I find it disturbing that my only recourse has been to write a letter to executive customer service to an address in Fife, WA. I mailed one, and have yet to hear back. (Big suprise!) Since then I have been looking at available alternatives. Dish, Direct TV, Qwest DSL. They all seem to offer quite a bit more for a lot less. What a shame. Loyalty means nothing to these fools. Ask AOL, When I leave for poor service, I don’t come back. I always recommend against as well.
July 19th, 2009 at 8:42 pm
I just noticed a few minutes ago. I got an email from the marketing manager of this site. He has set some filters to eliminate comcast ads from showing up on here. After what Comcast has put me thru over the past few months (including today when I was practically afraid for my life when the “Tech” this company sent out to “fix” my Internet speed issue, and HD TV freezing all the time)…….yelled at me because his paperwork didn’t match my documentation about the Internet speed, and then he stormed out of my condo (but not before knocking over a chair by the door. I’ve just never seen anything like this before, and at this point I don’t even know what I can do to get these problems fixed once and for all. Ideas anyone? Thanks!
Brian
July 20th, 2009 at 3:38 pm
My husband and I have been Comcast customers for about 3 months. I had originally boycotted Comcast after a year of hideous service in 2001, but since we wanted to get an HD package and we used high speed, it made sense to go over to Comcast rather than have 2 different companies. Since literally the first minute of the installation process, we have had nothing but problems. I will say in their favor that the people in the Little Rock area have been very polite and friendly. My ability to compliment Comcast ends there. Selected problems include:
*Failure to properly conduct the ordering process resulted in the installers not having the proper equipment with them, and refusing to do the install because they never bothered to ask if we owned or rented. A phone call from the owner of the house was not good enough, so apparently there is a policy in place, just not one that is observed in a timely or helpful manner.
* Once proper equipment was delivered, it looked like it had been dragged behind the truck all the way from dispatch to our house. Given that one of the items was a DVR, this jostling about caused the unit to fail shortly thereafter, which necessitated yet another service call.
* Our internet is absolute GARBAGE. We are supposed to be at more than double the speed of our old DSL connection, and instead, we are at about 1/3 of the speed, and we have outages and crashes no fewer than 5 times per day. We have been dealing with this since the first week, and every solution that has been proposed has either been a total failure, or has been done in a half-a**ed way. First, we got an amplifier. That didn’t help. Then, someone came out to look at the lines, and we were told that we were too far away from the pull-box to get a good signal. He said it in a determinative way, like it was something we were supposed to accept, and that it was our responsibility to move our house or accept crappy service, rather than the responsibility of Comcast to either fix it, or not offer services and accept payment for services that it is without the infrastructure to support.
* I finally got in touch with someone who went out of her way to help me, but she can only dispatch the techs, not make them competent or energetic. We went through a couple of different guys, who eventually came to the conclusion that we needed to be patched on a different panel, but that the one that was actually close to us lacked an available port. Again, determinative – not even on the radar that they might need to go ahead and get that fixed.
* I called about a month ago to report that our service seemed to be worsening, and was promised that we would be upgraded to the fastest package they offered, in hopes of increasing our signal strength. They also threw in 3 months of Showtime to make me feel better. Except that they never actually did either of those things. I waited patiently for it to kick in, and when I called back to inquire, it was determined that the items had been placed in my file, but never ordered. After 40 minutes on hold (with a lovely lady who was polite and apologetic), they finally put it through. Our signal has actually gotten WORSE. We are barely able to get online, let alone do anything that requires any real power behind it. Given that my husband has to remote in to his satellite offices, this is more than just an “I need to check my facebook” issue.
* The last tech who was supposed to fix it determined that we needed new lines from the house to the box. He ordered a different tech to come install. No one came. Called customer service to inquire, discovered that the order showed up as canceled. A new tech was supposed to come out today – with no need for anyone to be home. Just so happens we know better, and my husband stayed home from work. They did actually send someone who was apparently not even an outside tech, and who lied to the dispatcher about trying to get in touch with us to work on the stuff. He left a sticky note of the “sorry we missed you” variety, and said he couldn’t get an answer. We have dogs. Yippy, spastic ones. If he’d so much as coughed near the door, we’d have known it. In reality, the note probably should have said, “Sorry I didn’t even ring the bell, and put on my ninja slippers to place this note, but don’t worry, because even if I had spoken to you, I’m not the tech you are looking for.”
Even the obnoxiously voluminous rambling of this post doesn’t begin to touch on the myriad other issues we’ve had. Friendly people in the call center is really not reason enough to justify staying with a company that clearly does not take customer service seriously until the complaints are broadcast beyond the confines of direct communication. We have said it before, and I will post it here – if Comcast can’t provide us with the service promised, they ought not to be allowed to charge us full rate while also costing us money in lost time, lost ability to work, and supplemental efforts on our part to deal with the problem.
Allison
15557 79706-05-2
July 21st, 2009 at 12:29 pm
I’m a current customer for Comcast cable who is looking for a new internet provider. In at least 2 places on the Comcast website I’m informed that, should I wish to choose Comcast for my internet needs, a self-installation kit will be sent to me on request:
“No need to schedule or wait for an appointment.
Install quickly with simple equipment and an easy guide. We send everything you need.”
http://www.comcast.com/Corporate/Learn/HighSpeedInternet/highspeedinternet.html?lid=2LearnHSI&pos=Nav&
“A Comcast High-Speed Internet Self Install Kit may be obtained from many different sources. If you would like one delivered to your door, simply call 1-888-COMCAST and we will be happy to ship one to you.”
http://customer.comcast.com/Pages/FAQViewer.aspx?Guid=594813fd-5251-40c4-af9e-d41b96efb8f8
When I called, I was informed that no kit could be sent to me. Not that they were out of stock. That one could not EVER be sent to me. That my options were a service call at my expense or going to the local Comcast office between 8 a.m. and 5 p.m. Monday through Friday. Like much of the world, I am at work during those hours.
I’m a customer who was considering spending additional money with Comcast on a new service, however the very first request for a promised benefit was denied. What sort of a first impression does that make? Why should I presume that future promises regarding that service will be kept?
July 21st, 2009 at 7:23 pm
Updating situation above; noone from Comcast corporate nor customer service had tried to reach me by phone directly, only response I received was from a local office rep named Tom; 2 individuals came to our house today, put cable wire under the road and dug into our lawn to the garage and put cable wire in the ground (no conduit); so I called Tom back today, let him know noone had called me as he said they would, he said they had scheduled installation for tomorrow when he checked the account, I questioned why as there was no specific agreement other original offer–he could do the offer originally extended and would have installers come out today as I was home sick.
2 installers arrived late PM, but didn’t have a HD DVR, a 3rd arrived with a HD DVR, started to install digital box instead of another HD receiver (found out later on they did install a digital receiver instead, was led to believe it was HD when I asked), and cable modem for Performance HSI. Worked quickly and good install otherwise, I do credit Comcast for its local service–3 installers and quick work is commendable and deserves good mention.
Seems there’s a disconnect and corporate people don’t communicate back other than autoreply or standard apology (saw a ton of similiarly worded messages from coproate Comcast reps, apologizing–no direct follow up beyond that and when I called a phone number one provided in autoreply away from office email–she answered and transferred to “President’s” office for executive assistant–after holding 15 minutes, I hung up.
Anyway the frontline folks are trying to do good and if you get past the call center screening and corporate autoreply crapola, it got done. Called about digitial eceiver instead of HD, call center CSR arranging delivery and exchange evening after next. We’ll see.
Called DirecTV to cancel existing service (they confirmed inability to bundle in our area still, though I got both Verizon DSL and DirecTV services separately that were being offered with Verizon landline phone (which I maintain for landline)–wouldn’t combine in a bundle as preexisting services. DirecTV disconnected my first call after I stated “cancellation” on voice menu!!!
July 22nd, 2009 at 12:33 pm
SWEET RELIEF! Unlike many of you my time dealing with Comcast was relatively short, but man was it painful. I was a customer for just over a year and thankful here in most of Northern Virginia (my sympathies to Brian who posted above) we now have Verizon. I will spare the fully litany of problems with Comcast, here are just the highlights:
–Took more than an hour to do my original order, the operator thankful was based in the US and well meaning, but disappointingly was very poorly trained and equipped – it took three tries to get the order in due to system (and likely user) errors
–When they did the install weeks later (earliest I could get) the woman left while it was still ‘booting up’… of course then it did not work. Took nearly 4 hours worth of calls to clear up the mess and a visit from another tech days later
–The service went out multiple times including once when someone had switched something on the back end of our account – that one was fun, kept calling and being told to reboot, finally they sent out a tech only to learn it was a simple account setting. Just how poorly is their system designed and are their people trained?
–Skipping many other things… Then after that suddenly a year in my bill spikes dramatically. We had debated Verizon but figured the Comcast was working and they are the devil we know. So I called to see what could be done about the bill, figuring with Verizon rolling out they would be prepared to price match or at least get close. That call was painfully long (again) and involved many people only to find out that my only option was to take a reduction in package and still pay much more than Verizon. I had them do that. Then as if sent from heaven (cue the music) – the very next day a Verizon sales person appeared at our door. And thus begun our VERY happy relationship. Just to top off the Comcast experience… sitting at lunch one day I look out the window to see someone in skull cap and casual clothing walking up the side of my house, into the public forest area behind my house (ok, someone cutting through, it happens, but still suspicious), only to have that person then come back up and go into my back yard. Hello? Don’t people get shot like that? No uniform, no courtesy knock on the door to say what he was here for. When I approached him he said coldly, ‘you switched to Verizon so I’m here to take our stuff back’, leaving it to me to deduce who he worked for. I almost felt like if I had not approached him he was going to slash the Verizon connection as some sort of corporate thuggery… again, just a feeling, not accusing the good people of Comcast of anything like that.
Through all of that was only offered very minor compensation for all the time I had to spend, it was so low it was honestly an insult.
I do wish them the best in trying to fix things, having run call centers and been involved in complex operations I have empathy for them. That said, if you have Verizon as an option, you might want to at least give them a call – Comcast has no contracts, so you can cancel anytime.
July 22nd, 2009 at 8:16 pm
I want to give an update about my situation with Comcast. The day after I reported the service problems (on here) and the Comcast technician who “visited” my residence (which went terribly wrong), Comcast corporate has emailed and called me. I provided detailed information about my service related issues. The corporate office is now working with the regional office to get them resolved. They outlined what would be done including possible re cabling of the coax into my condo. They seem sincere. We will see, I have another appointment this Sunday (the same time and hours as my last appointment). I’ll be sure to report back about what happens.
Thank everyone!
Brian
July 25th, 2009 at 2:28 pm
Cable subscribers for 20 years at present address. 3 TVs all worked perfectly after dtv 6.12.09.
July 1 @ 2pm lost 35 channels, called Comcast.
7/3/09 Comcast guy said “network enhancement/pick up converter boxes” -did that. 7.9.09 With converters, 1 TV worked, 2 did not. Called Comcast, 2 converter boxes “defective” exchanged for new. 2 TVs still not working. marriage getting strained.
7.13.09 Bought new digital TV @ Best Buy; set up appointment w/Geek Squad to set up 3 TVs properly ($99.99)
7.16.09 “Dave” from Geek Squad arrived exactly on time, competent, knowledgeable, careful, pleasant and wonderful. He set up new TV with converter and also got the second one set up with all channels we were paying for. After much effort, he was unable get the third TV to work with the converter box. We called Comcast for another service appointment.
7.21.09 Comcast service arrived 1 hour later than appointment time window. could not get third TV working with converter but promised that Comcast would “send a team on Friday 7.24.09 in the AM and they would stay until it works”
7.24.09 We called Comcast to confirm appointment and were told “the service guys had fixed the problem and signed off and left” Nope. Called Comcast twice more that day and 2 Supervisors said “maybe this afternoon or maybe Sunday afternoon they’ll come back to fix it.” Comcast Must Die.
July 26th, 2009 at 7:14 am
Susan: That sure sounds like Comcast…….their Standard operating procedure is no communication, and the left hand doesn’t know what the right hand is doing. Wanted to let everyone know……..I had my second appointment scheduled for today (the last one was the previous Sunday)…..the local supervisor just called and informed me they could only address the television issue. They claim that my Internet modem speed is 16, and not 20. Too bad for them I have them on video on a phone call telling me I have 20 speed. I canceled the appointment at that point. If they cant address all the issues then why bother? I guess now the only thing to do is start filing complaints, and take them to small claims court. They continue to jerk me around (just as they do with most everyone).
July 26th, 2009 at 10:50 am
Hmmmm, this site is back to running ads for Comcast again. How can that be?
July 26th, 2009 at 11:59 am
What URL does it display when you SEE and click on the Comcast ad? The Google ads filter allows filtering by URL and I put in FILTER anything FROM Comcast.com. If there is another URL for the ads, I need to know about that so I can ADD that to the filter.
- Bart
July 26th, 2009 at 4:16 pm
Here’s the URL of the Comcast ad on this site for Comcast Business Class.
http://www.comcastbusinessservices.com/freeinternet-d/?CMP=BAC-1TO120090622BCNO1177&OPTI=157
July 26th, 2009 at 5:02 pm
I have filtered out the following domains so no Comcrap ads show up here. I had no clue Comcast had do MANY.
cmcsk.com
comcast.com
comcast.net
comcast.scnes.com
comcastauthorizedoffers.com
comcastbundledeals.com
comcastbusinessservices.com
comcastconnect.com
comcastic.com
comcastspecial.com
comcastspecialoffers.com
comcastsportsnet.tv
comcastspotlight.com
comcastsupport.com
- Bart
July 26th, 2009 at 5:09 pm
Update to my post yesterday @2:28pm: Good news! Today (7.26.09 @ 3pm) Comcast service rep arrived evaluated the problem, checked something in his truck, replaced another converter box @ the TV, phoned his base to give info and voila! “Dan The Miracle Man” fixed the problem and all the missing (since 7/1) channels were back @ 3:09pm.
Two thoughts: 1) I think Comcast reads this wonderful site and responds with their smartest techies
2) “Dan” The Miracle Man will invent something technologically amazing before his 25th birthday and become a billionaire before he’s 30.
July 27th, 2009 at 5:42 pm
well, back again and Comcast has only gotten worse. BTW the corproate flunkies who read here and offer apologies for Comcast can save their time and spin.
the whole story:
On July 13, 2009,I called Comcast to inquire about a Triple Play service bundle advertised on a flyer we got in the mail that day. The customer service representative (CSR) checked our address and told me they’d have to do a site survey to confirm services are avaiable at our address and provided me a ticket #1287236,that it might take a week or so to confirm.
On July 16, 2009, a message was left on our answering machine, stating it was from Comcast’s local office and they had confirmed Comcast services are available at our address, that I was to call the 1-800 Comcast number to order services.
Upon calling the 1-800 number as instructed, I was then told by their CSR that digital telephone wasn’t available at our address and as a result, they couldn’t provide the Triple Play services. I then asked if they had another bundle available for the HD cable television and high speed internet. Comcast’s CSR stated they could provide the two (2) services provided with the Triple Play for $52.98 monthly for one year, I then inquired that this included HD cable with DVR, as well as the Performance Internet, and 6 months HBO, with a one year commitment. She then reaffirmed and confirmed this, asked for my social secuity number for a credit check; when I told her I didn’t trust providing my SSN over the phone unil I checked their policy (online at their website), she provided an order # 379775214 for me to reference upon calling back.
Upon calling back, another Comcast CSR stated they couldn’t locate any order number for our address and we would have to have a site survey done to see if services are available at our address; when I informed him this had already been done and I have a ticket number, he stated I couldn’t have a ticket number without a order number, that they’d have to do a site survey. He then stated the 2 services would cost a few dollars more, when I asked exactly how much he stated $55.02, and this would only be for 6 months, but he could offer a “better deal” for 1 year for about $18 more monthly. I told him I didn’t consider this to be a better deal than what I had already been offered, and upon speaking to someone identified as a CSR supervisor, she then stated it was $69.99.
I then attempted to contact Comcast customer service by email and just received autoreplies, promising someone would back in touch with me. Other than another email asking to provide my phone number and address, I haven’t heard back from them whatsoever.
On July 20, 2009 an individual stating he was with the local Comcast office, Tom (540)830-7339 called and left 2 messages at my home, requesting I call him. Upon contacting Tom, I explained upon attempting to order the Triple Play package, and having a service availability survey performed for my address, receiving a call from the Comcast local office and told to contact the 1-800 phone number to order service; then upon calling the 1-800 number, and subsequently being informed digital phone service wasn’t available at my address, their call center sales representative then offered the high definition television for my address with DVR and high speed internet (performance package), and 6 months HBO, at $52.98 monthly for one year. Tom expressed they’d been having a lot of problems with their (Comcast’s)call center, how he was aware Comcast was offering some similiarly priced special offers and he would honor the offer previously made–high definition television for my address with DVR and high speed internet (performance package), and 6 months HBO, at $52.98 monthly, had me repeat this offer once again and again stated they could do that, then told me he was scheduling installation for Wednesday July 22, 2009 at 4 PM if someone could be there; he further stated he was going to have an individual call from the local Comcast office named Laura about the order.
On the morning of Tuesday July 21, 2009, two (2) individuals arrived in a service truck and installed cable wire (without installing conduit for the cable line) under the road and into my lawn, from a service connection box across the street from our home and up to the side of my garage, leaving additional wire coiled up on the lawn beside the garage. Later that day, I called Tom again and informed him we had not received any call from Laura or their local office and someone had already installed cable wire into my lawn. When I mentioned I was home from work sick, Tom reviewed the agreed upon offer yet again–high definition television for my address with DVR and high speed internet (performance package), and 6 months HBO, at $52.98 monthly for one year, stated they can do it for that, that he saw installation has been scheduled for Thursday July 23, 2009—then stated he’d have someone come that evening to our home and install Comcast service, if I was going to be home at 5 PM.
Two (2) contractor installers arrived around 5 PM, but stated they didn’t have a HD DVR and called their company, a 3rd individual arrived somewhat later with a HD DVR; one asked about built in cable outlets, showed him where we had 3 built in outlets; as another went to install a receiver in our living room and the one asked him if he got the serial number off the digital receiver—then I told them it was supposed to be HD by the agreement, he then asked if my equipment was HD compatible and when I answered yes, crossed “digital” off the installation form, subsequently referring to a receiver they then installed as a HD receiver when I inquired about it and installed a HD receiver with DVR in our bedroom where my wife watches her shows. Once installation was completed, they had me sign the installation form (copy enclosed) and left.
After they left, I found that hey did not provide nor leave a programming/channel guide, and I was unable to view HD channels in the living room. Upon calling Comcast, they told me it was a digital receiver and service, not HD, they’d have someone come back out on Thursday July 23, 2009 at 5 PM and exchange the receivers, as well as a programming guide.
On July 23, 2009, after services were already installed and received for 2 days, Comcast installers came to our home when I was out and spray painted bright orange, lime green and red lines across our lawn, the road and roadside, as well as three lawns owned by our neighbors. This was entirely unnecessary as service had already been installed 2 days before.
Later I got a call from the Comcast installer, asking if they could come early that day if I was going to be home. I informed him I would be running errands most of the day, but would be home around 4:30 PM. I got home somewhat earlier and upon going back out to get the mail later, saw a truck parked in my driveway with someone sleeping in the driver’s seat. The installer then came in, exchanged the receivers and presented a form listing the monthly charges for Comcast service in a higher amount than the original agreement and additional charges. When I objected and stated I did not agree to the higher monthly charge listed on this new form, he stated that they only print out the form at their office for installation, that its Comcast’s system that determines what charges are printed on the form. I stated this was not listed on the previous form nor would I agree to pay more than originally agreed, that it was supposed to include HD service and I would no sign any form listing an amount more than what was previously agreed. He stated it was only a few dollas more and if I wouldn’t sign it, then he couldn’t leave the HD receiver, uninstalled it and reinstalled the digital receiver, then left without providing a copy of any form nor programming guide.
On July 27, 2009, I received a bill from Comcast for $65.17; this is $12.19 more than the agreed upon amount. This includes State of Virginia communication sales tax, though we live wholly within the State of West Virginia.
July 29th, 2009 at 7:02 pm
Comcast:
I’m writing this after Comcast put me thru 48 hours of hell but it really started over a year ago. I am an avid football fan so I decided after over 15 years of basic cable with Comcast to get a DVR. I researched the DVR and found that it was limited in recording size by a 160 gig HD. There was no option to upgrade it internally or externally. Comcast had also made sure the customer could not offload any recordings to a computer or get a different DVR. Everything was no no no. I decided to live with it expecting Comcast to eventually allow customers to upgrade. About two weeks ago with football season approaching I decided to revisit the DVR situation. I was surprised that it was identical to last year. Comcast has disabled or blocked every possible way to get more recording space. My DVR can record only 20hrs of hd. One HD football game lasts 4 hours. I could almost fill this DVR up in one weekend of football. This was when a co-worker mentioned I should get TIVO. The more research I did the more I found the answers were yes yes yes. The TiVo was highly upgradeable in every way. There was one problem. There is a multitude of horror stories on websites such as comcastmustdie.com and others of Comcast customers who have attempted and failed to get Comcast to do one simple thing (install Comcast cable card in the TiVo box). After researching the situation and considering I hold a Masters Degree in Information Systems from Kennesaw State University I figured I could walk a Comcast csr thru the process. I knew from my research I would be better off to go to Comcast and get the m-card because every part of this process could be done over the phone. It’s a simple matter of typing some numbers in a computer (m-card pairing) and sending an initialization hit from the vinings head end. I also knew that many of the service reps sent out have no idea what they are doing. I won’t even go into the trouble I went thru to actually get the m-card from Comcast. When my TiVo arrived I followed the instructions and made sure that the latest software was installed. On Monday night July 27th I was ready to make my first of about ten calls to Comcast customer service. The csr was named Pat. I knew from the online forums what numbers she needed such as host id and data ID. She said she didn’t need all those numbers that everything would start working in about 45 minutes. Nothing happened so I went to bed and started the next morning. I didn’t get the names of every csr I talked to but I know it was at least 8 and maybe 10. The fact that the first one I talked to didn’t set up a case file proves that their entire existence is a joke to Comcast. With a case file the eighth csr I talk to will know this. Asking them a question is equal to asking the guy that bags my groceries what to do about my cable TV. Some time on Tuesday afternoon on of the CSR’s mention that she could schedule a field rep to install my cable card the next day. I was exhausted so I reluctantly agreed knowing I may be paying 17 dollars for more misery. Lamont arrived at 12 noon today in a Comcast truck. I started bombarded him with technical information about Val:V missing and the Auth:MP problem. He didn’t know what I was talking about but he assured me he would get my cable card working. I took some notes. He called someone at 770-559-7800 using my phone because his was malfunctioning. He told them he was getting an illogical equipment message from the first person (the dispatcher) he called that could not help him. He said it was job number 681052. He switched the m-card I had received from Comcast with another one. He also solved one mystery. From the second I received the m-card I was billed for digital service a/o. He said the Comcast rep had charged me for an additional stb instead. These charges were on the bill I received on Tuesday. I was able to check the conditional access screen (which he knew nothing about) and see that the Val:? had changed to Val:V but Auth:MP still displayed which needs to be Auth:S . He said I was 36th in line to receive an init hit from the vinings head end. He said I should have all my channels within an hour and he would call back to verify. He assured me that if the init hit failed he would return to fix it. Indeed some unencrypted hd channels displayed as he was leaving. I commended him and told him I would keep checking channels until he called. He gave me a receipt and took my Comcast dvr and the original m-card I had received from Comcast. That was about 5 hours ago and no call. Below I have provided every piece of information Comcast may need to correct these problems. I believe it would take a person with basic knowledge of how to use a computer and telephone about 5 to 10 minutes to fix this problem.
The grief this has caused me has made a permanent negative impression on me concerning Comcast. What is the price to pay for that? Right now my options are limited. I have invested in a TiVo dvr and a year of TiVo service and football season is coming up. My personal knowledge of technology ensures me that a time will come in the near future that I can rid myself of this Comcast. Consider this: I intended to eventually have Comcast cable, Comcast internet service and Comcast phone service. Now I intend to eventually rid my house of all traces of Comcast.
In the meantime this is what must happen in the next 24 hours. I want every single channel that I am paying for restored and an email or phone call from Comcast assuring me that I have been refunded for the erroneous charges and that I am not charged one single minute for the dvr and m-card Lamont took with him. I also will not be charged for Lamont accomplishing nothing. Make sure the $17 is removed. Considering what I have been thru I should receive a month’s credit but I can assure you at this point with the time and money this has cost me that would be an insult. You will however give me what’s mine. I will not waste my time on the phone with another Comcast csr and I would prefer that no one else from Comcast be sent to my house.
In the event that all of this does not take place at 5:00 pm eastern on Thursday July 30th 2009 I will draft a cover letter and place that and this entire email in letters to the president and ceo of Comcast and every member of the board of directors of Comcast, the FCC, the governor’s office of consumer affairs and the BBB. I also intend to post this email on comcastmustdie.com and any other websites or forum that will allow me. Next week I plan to start requesting meetings with the President, CEO and members of Comcast board of directors. These people need to hear in person what Comcast is doing to its customers.
Vincent Mark Hill
mjvs2@bellsouth.net
Cell: 770-862-5712
Home phone: 770-943-2876
Comcast Account Number: 8220 11 110 0848607
Motorola m-card Numbers
Cable Card NO: 000-014-371-349-3
Host ID: 035-012- 059-318-0
Data: 304-463-243-00
Unit address: 000-00143-71349-101
Card S/N: MA0847CAN012
July 29th, 2009 at 9:12 pm
I sent an email on July 19th to the email that was posted by Melissa Mendoza at the top of this page ( We_Can_Help@cable.comcast.com ). I received an email back the next day asking for more information (I’ve posted my reply below). I was going to call this person that replied from Corporate but when I arrived home the next day I received a call from Tom at the corporate offices asking me for more information. They scheduled an appointment for yet another Sunday (the following Sunday). Here is the run down of last Sunday:
Let’s see, first the local supervisor called to ask the same questions he asked last week (as well as the same ones the rep from the corporate office asked last Tuesday). He informed me they could only come out to address the cable television issue today. They are not equipped to address the Cable modem issue today. I asked why…..got the run around . (I’ll spare ya the technical mumbo jumbo). I then canceled the appointment for this past sunday. Then a half hour later Mr “Supervisor”Anthony called me from the Manassas call center. Anthony was calling me to followup to see if the issues had been resolved today. I stayed calm and told him what was going on. Mr. Anthony will call me back “in a few minutes” after he checks into some things. *rolls eyes* Finally Anthony called back with a solution to the line speed, but couldn’t get anyone back out that day (the second Comcast Sunday Appointment). They rescheduled an appointment for yesterday (Tues July 28th). I went over EVERYTHING with Anthony before we got off the phone, and once again thought we were getting somewhere. Then the tech arrives on Tuesday (july 28). He had the Doxces 3 modem to fix the net speed, but didnt know anything about any cable tv problem freezing, and thus didnt have an HD/HDMI box with him. I picked up the phone and called Comcast, and hit the option that I always use to get a rep at the Manassas office. The first lady I got… I asked her is she was in the Manassas, VA call center. She said she was. So I asked to speak to either Lewis (the local dispatch supervisor) or Anthony (the call center supervisor). She promptly told me that there was no one in the call center with those names. Once again I asked if she was in the Manassas, VA call center. She said “Sir, I’m in Mexico”. When I asked her why she told me she was in Manassas…..she replied that she takes calls for that call center. I’ll save you the details about the 5 calls that followed, but I never got to speak to anyone in my state, nor anyone in local dispatch. The kicker……after the tech installed the Doxces 3 modem, we ran a line speed test…..three times we got 9megs down (before he installed that modem I was getting 16 megs)…….I’m supposed to be getting 22 megs (that was why I needed a different modem). He told me his work was done, and I would just need to call the Internet tech support center to get it fixed. He left, I called Internet, and after 45 minutes on the phone I finally got over 22 megs down on the line speed. Then the next morning, I get up, run a line test, and I’m getting 9 megs down AGAIN. I call Internet again……and I am told that I need someone to come out and check the modem……the Cable light is red, and he says it should be green…….granted I’m getting a connection, but it comes and goes………I give up. No one has called to followup, on the television issue nor the Internet issue (as they said they would)…..more of the same…. Below is my reply email to We_Can_Help@cable.comcast.com (from two weeks ago)
Hello Vinisha:
Thank you for responding to my email. I did receive 2 messages from the local Comcast office today. One message was to let me know that they could send a tech out Tuesday, July 21st. I have told the local office over 10 or 20 times THAT I AM NOT AVAILABLE TO BE AT HOME DURING THE WEEK. I leave for my job at 7 am and do not arrive back home until 6 pm. It is very frustrating that no one seems to listen to me when I repeatedly inform Comcast of this. Sunday I was told that they would note my account about my availability, yet Comcast continues to schedule weekday appointments for me (without my approval). What on earth is going on at Comcast? This is very simple. I’m not available Monday thru Friday between the hours of 7 am and 6 pm; I would however be available on a weekday anytime after 6 pm. And I can be available at home on Sunday, July 26th.
I find it VERY unprofessional the way I was treated by Comcast on Sunday July 19th. I had a scheduled appointment that day from 8 am to 11 am. The technician came and left without doing anything to address the two issues I currently experience with my service. I spoke to over 6 Comcast CSRs afterwards, and 2 “supervisors”. At first I was told they would probably send someone else out to resolve my service issues, then I finally received a call (at about 4:30 pm) from the local supervisor of the technician/contractor that you sent to my home that morning. I was told that nothing could be done for me that day. It seems Comcast waited until the end of the work day to tell me no one could come out. Had this issue been addressed promptly Sunday morning, I believe accommodations could have been made to send someone out. The supervisor was indifferent about this and mater of fact informed me that even though I had an appointment, no one would be coming out to resolve my service issues.
Each time I called your call center, I would enter my Comcast phone number into the automated system as requested. It recognized the number, and recited the date of my last payment, my current balance, and the date the next balance is due. When I finally got a CSR on the line, I was again asked for my COMCAST phone number. Then I was told by one CSR the number I provided was not in the system. On another call to Comcast, I was told that the COMCAST phone number (that I was calling from) was not in my name, but listed on a different person’s account. That really concerned me since I pay Comcast each month for phone service.
Even though I told the CSRs not to schedule a weekday appointment for me, I was scheduled for a Tuesday July 21st appointment between 9 am and 9 pm (this was relayed to me by your automated system each time I called Comcast on Sunday). I also found that each time I contacted your call center on Sunday; I was given different information depending on who I spoke to. There didn’t seem to be any type of communication concerning my account, and service issues.
I have been a customer of Comcast for over 6 years, and until recently didn’t have much problems with my service. But lately I have issues with my Internet line speed, HD cable service freezing, and twice I have been billed incorrectly. I had to call your call center each time to get this taken care of. Not only is it a waste of my time, but a waste of your CSRs time for me to have to call in and have the billing issues corrected.
In addition, as you know, I currently have Cable modem problems as well as problems with the cable television service.
Over a month ago I spoke via telephone with two different technicians with Comcast’s Internet department concerning the modem speed problems. I was advised to buy a new router, and to take my Comcast rented modem into the local office and have it swapped for a new one. I did buy a new router, and went to the local office to swap out the modem. This did not help at all. Even eliminating the router and only connecting direct to the modem didn’t help.
On Saturday, July 18th, I was called by Comcast to confirm my appointment. During that conversation the lady asked me to tell her the make and model of the cable modem. From that she determined that this type of modem does not handle the line speed I currently subscribe to. She indicated that I would need a “tier?” 3 modem. I was told she would note the account about this so that the technician would have the correct modem when he arrived at my residence. Apparently this did not happen as the technician told me he did not have that modem with him. He also informed me that the line speed is only 10mbps. This is not correct as I have documentation to the contrary.
Your technician became frustrated, yelled at me, and stormed out of my residence and on his way out turning over one of my chairs. I became afraid with his behavior.
Part of my Comcast service is included in my condo fee. My homeowner association has a contract with you to provide basic cable to everyone that lives here. I feel that the homeowners association should know what is going on with Comcast, and what happened at my residence on Sunday. Comcast’s contract with George Mason Village should be reviewed for possible cancellation if in some cases you are unable to provide the service we pay for.
I am in an unfortunate situation here because Comcast is the ONLY option I have to receive high speed Internet service (I have checked…..it’s not available by Verizon at this address). So, yes I am at the mercy of Comcast without any other option for high speed Internet and cable TV service. If my service issues cannot be resolved I feel I will have no choice but to file a complaint with the Arlington County Cable Administration Office. I already know I am not the only person with Comcast service issues in the county. With all the Comcast related service problems that continue to exist in Arlington County, I believe the county should review the Comcast Franchise Agreement to ensure its compliance. If Comcast is unable to provide the service outlined in this policy, The County should be petitioned to review other cable service providers who can provide service.
From the beginning I have only asked that my service function properly. PERIOD! If Comcast could resolve the two issues with the service I pay for, I would be happy. So far that has yet to happen.
I am available for a technician to come and address these issues on Wednesday, July22nd after 6 pm. An earlier voice mail I received from the local office offered to come out to address these issues on July 21st. I am not available that day.
Sunday I was told I had an appointment set for Sunday, July 26th between 8 am and 11 am. If you cannot accommodate an appointment on, July 22nd after 6 pm please DO NOT cancel my July 26th appointment.
I would like to speak with you about these issues. Please provide me with a telephone number where I can reach you during the day.
Sincerely,
Brian A********
P.S. In response to your question if I have the name of the tech that came to my residence on Sunday, I asked his Supervisor as well as the tech himself for his name. Neither of them would provide me with that. The date of the appointment was July 19, 2009 between 8 am and 11 am
July 29th, 2009 at 9:21 pm
test
July 29th, 2009 at 9:23 pm
I sent an email on July 19th to the email that was posted by Melissa Mendoza at the top of this page ( We_Can_Help@cable.comcast.com ). I received an email back the next day asking for more information (I’ve posted my reply below). I was going to call this person that replied from Corporate but when I arrived home the next day I received a call from Tom at the corporate offices asking me for more information. They scheduled an appointment for yet another Sunday (the following Sunday). Here is the run down of last Sunday:
Let’s see, first the local supervisor called to ask the same questions he asked last week (as well as the same ones the rep from the corporate office asked last Tuesday). He informed me they could only come out to address the cable television issue today. They are not equipped to address the Cable modem issue today. I asked why…..got the run around . (I’ll spare ya the technical mumbo jumbo). I then canceled the appointment for this past sunday. Then a half hour later Mr “Supervisor”Anthony called me from the Manassas call center. Anthony was calling me to followup to see if the issues had been resolved today. I stayed calm and told him what was going on. Mr. Anthony will call me back “in a few minutes” after he checks into some things. *rolls eyes* Finally Anthony called back with a solution to the line speed, but couldn’t get anyone back out that day (the second Comcast Sunday Appointment). They rescheduled an appointment for yesterday (Tues July 28th). I went over EVERYTHING with Anthony before we got off the phone, and once again thought we were getting somewhere. Then the tech arrives on Tuesday (july 28). He had the Doxces 3 modem to fix the net speed, but didnt know anything about any cable tv problem freezing, and thus didnt have an HD/HDMI box with him. I picked up the phone and called Comcast, and hit the option that I always use to get a rep at the Manassas office. The first lady I got… I asked her is she was in the Manassas, VA call center. She said she was. So I asked to speak to either Lewis (the local dispatch supervisor) or Anthony (the call center supervisor). She promptly told me that there was no one in the call center with those names. Once again I asked if she was in the Manassas, VA call center. She said “Sir, I’m in Mexico”. When I asked her why she told me she was in Manassas…..she replied that she takes calls for that call center. I’ll save you the details about the 5 calls that followed, but I never got to speak to anyone in my state, nor anyone in local dispatch. The kicker……after the tech installed the Doxces 3 modem, we ran a line speed test…..three times we got 9megs down (before he installed that modem I was getting 16 megs)…….I’m supposed to be getting 22 megs (that was why I needed a different modem). He told me his work was done, and I would just need to call the Internet tech support center to get it fixed. He left, I called Internet, and after 45 minutes on the phone I finally got over 22 megs down on the line speed. Then the next morning, I get up, run a line test, and I’m getting 9 megs down AGAIN. I call Internet again……and I am told that I need someone to come out and check the modem……the Cable light is red, and he says it should be green…….granted I’m getting a connection, but it comes and goes………I give up. No one has called to followup, on the television issue nor the Internet issue (as they said they would)…..more of the same…. Below is my reply email to We_Can_Help@cable.comcast.com (from two weeks ago)
Hello Vinisha:
Thank you for responding to my email. I did receive 2 messages from the local Comcast office today. One message was to let me know that they could send a tech out Tuesday, July 21st. I have told the local office over 10 or 20 times THAT I AM NOT AVAILABLE TO BE AT HOME DURING THE WEEK. I leave for my job at 7 am and do not arrive back home until 6 pm. It is very frustrating that no one seems to listen to me when I repeatedly inform Comcast of this. Sunday I was told that they would note my account about my availability, yet Comcast continues to schedule weekday appointments for me (without my approval). What on earth is going on at Comcast? This is very simple. I’m not available Monday thru Friday between the hours of 7 am and 6 pm; I would however be available on a weekday anytime after 6 pm. And I can be available at home on Sunday, July 26th.
I find it VERY unprofessional the way I was treated by Comcast on Sunday July 19th. I had a scheduled appointment that day from 8 am to 11 am. The technician came and left without doing anything to address the two issues I currently experience with my service. I spoke to over 6 Comcast CSRs afterwards, and 2 “supervisors”. At first I was told they would probably send someone else out to resolve my service issues, then I finally received a call (at about 4:30 pm) from the local supervisor of the technician/contractor that you sent to my home that morning. I was told that nothing could be done for me that day. It seems Comcast waited until the end of the work day to tell me no one could come out. Had this issue been addressed promptly Sunday morning, I believe accommodations could have been made to send someone out. The supervisor was indifferent about this and mater of fact informed me that even though I had an appointment, no one would be coming out to resolve my service issues.
Each time I called your call center, I would enter my Comcast phone number into the automated system as requested. It recognized the number, and recited the date of my last payment, my current balance, and the date the next balance is due. When I finally got a CSR on the line, I was again asked for my COMCAST phone number. Then I was told by one CSR the number I provided was not in the system. On another call to Comcast, I was told that the COMCAST phone number (that I was calling from) was not in my name, but listed on a different person’s account. That really concerned me since I pay Comcast each month for phone service.
Even though I told the CSRs not to schedule a weekday appointment for me, I was scheduled for a Tuesday July 21st appointment between 9 am and 9 pm (this was relayed to me by your automated system each time I called Comcast on Sunday). I also found that each time I contacted your call center on Sunday; I was given different information depending on who I spoke to. There didn’t seem to be any type of communication concerning my account, and service issues.
I have been a customer of Comcast for over 6 years, and until recently didn’t have much problems with my service. But lately I have issues with my Internet line speed, HD cable service freezing, and twice I have been billed incorrectly. I had to call your call center each time to get this taken care of. Not only is it a waste of my time, but a waste of your CSRs time for me to have to call in and have the billing issues corrected.
In addition, as you know, I currently have Cable modem problems as well as problems with the cable television service.
Over a month ago I spoke via telephone with two different technicians with Comcast’s Internet department concerning the modem speed problems. I was advised to buy a new router, and to take my Comcast rented modem into the local office and have it swapped for a new one. I did buy a new router, and went to the local office to swap out the modem. This did not help at all. Even eliminating the router and only connecting direct to the modem didn’t help.
On Saturday, July 18th, I was called by Comcast to confirm my appointment. During that conversation the lady asked me to tell her the make and model of the cable modem. From that she determined that this type of modem does not handle the line speed I currently subscribe to. She indicated that I would need a “tier?” 3 modem. I was told she would note the account about this so that the technician would have the correct modem when he arrived at my residence. Apparently this did not happen as the technician told me he did not have that modem with him. He also informed me that the line speed is only 10mbps. This is not correct as I have documentation to the contrary.
Your technician became frustrated, yelled at me, and stormed out of my residence and on his way out turning over one of my chairs. I became afraid with his behavior.
Part of my Comcast service is included in my condo fee. My homeowner association has a contract with you to provide basic cable to everyone that lives here. I feel that the homeowners association should know what is going on with Comcast, and what happened at my residence on Sunday. Comcast’s contract with George Mason Village should be reviewed for possible cancellation if in some cases you are unable to provide the service we pay for.
I am in an unfortunate situation here because Comcast is the ONLY option I have to receive high speed Internet service (I have checked…..it’s not available by Verizon at this address). So, yes I am at the mercy of Comcast without any other option for high speed Internet and cable TV service. If my service issues cannot be resolved I feel I will have no choice but to file a complaint with the Arlington County Cable Administration Office. I already know I am not the only person with Comcast service issues in the county. With all the Comcast related service problems that continue to exist in Arlington County, I believe the county should review the Comcast Franchise Agreement to ensure its compliance. If Comcast is unable to provide the service outlined in this policy, The County should be petitioned to review other cable service providers who can provide service.
From the beginning I have only asked that my service function properly. PERIOD! If Comcast could resolve the two issues with the service I pay for, I would be happy. So far that has yet to happen.
I am available for a technician to come and address these issues on Wednesday, July22nd after 6 pm. An earlier voice mail I received from the local office offered to come out to address these issues on July 21st. I am not available that day.
Sunday I was told I had an appointment set for Sunday, July 26th between 8 am and 11 am. If you cannot accommodate an appointment on, July 22nd after 6 pm please DO NOT cancel my July 26th appointment.
I would like to speak with you about these issues. Please provide me with a telephone number where I can reach you during the day.
Sincerely,
Brian A********
P.S. In response to your question if I have the name of the tech that came to my residence on Sunday, I asked his Supervisor as well as the tech himself for his name. Neither of them would provide me with that. The date of the appointment was July 19, 2009 between 8 am and 11 am
July 29th, 2009 at 10:31 pm
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July 30th, 2009 at 4:26 pm
I sent an email on July 19th to the email that was posted by Melissa Mendoza at the top of this page ( We_Can_Help@cable.comcast.com ). I received an email back the next day asking for more information (I’ve posted my reply below). I was going to call this person that replied from Corporate but when I arrived home the next day I received a call from Tom at the corporate offices asking me for more information. They scheduled an appointment for yet another Sunday (the following Sunday). Here is the run down of last Sunday:
Let’s see, first the local supervisor called to ask the same questions he asked last week (as well as the same ones the rep from the corporate office asked last Tuesday). He informed me they could only come out to address the cable television issue today. They are not equipped to address the Cable modem issue today. I asked why…..got the run around . (I’ll spare ya the technical mumbo jumbo). I then canceled the appointment for this past sunday. Then a half hour later Mr “Supervisor”Anthony called me from the Manassas call center. Anthony was calling me to followup to see if the issues had been resolved today. I stayed calm and told him what was going on. Mr. Anthony will call me back “in a few minutes” after he checks into some things. *rolls eyes* Finally Anthony called back with a solution to the line speed, but couldn’t get anyone back out that day (the second Comcast Sunday Appointment). They rescheduled an appointment for yesterday (Tues July 28th). I went over EVERYTHING with Anthony before we got off the phone, and once again thought we were getting somewhere. Then the tech arrives on Tuesday (july 28). He had the Doxces 3 modem to fix the net speed, but didnt know anything about any cable tv problem freezing, and thus didnt have an HD/HDMI box with him. I picked up the phone and called Comcast, and hit the option that I always use to get a rep at the Manassas office. The first lady I got… I asked her is she was in the Manassas, VA call center. She said she was. So I asked to speak to either Lewis (the local dispatch supervisor) or Anthony (the call center supervisor). She promptly told me that there was no one in the call center with those names. Once again I asked if she was in the Manassas, VA call center. She said “Sir, I’m in Mexico”. When I asked her why she told me she was in Manassas…..she replied that she takes calls for that call center. I’ll save you the details about the 5 calls that followed, but I never got to speak to anyone in my state, nor anyone in local dispatch. The kicker……after the tech installed the Doxces 3 modem, we ran a line speed test…..three times we got 9megs down (before he installed that modem I was getting 16 megs)…….I’m supposed to be getting 22 megs (that was why I needed a different modem). He told me his work was done, and I would just need to call the Internet tech support center to get it fixed. He left, I called Internet, and after 45 minutes on the phone I finally got over 22 megs down on the line speed. Then the next morning, I get up, run a line test, and I’m getting 9 megs down AGAIN. I call Internet again……and I am told that I need someone to come out and check the modem……the Cable light is red, and he says it should be green…….granted I’m getting a connection, but it comes and goes………I give up. No one has called to followup, on the television issue nor the Internet issue (as they said they would)…..more of the same…
July 31st, 2009 at 1:15 pm
Today, July 31, I logged into my comcast account online and promptly paid my HSI bill.
Looking at for the past year or so and getting stiffed $65 for terrible service I decided to call them up and downgrade to a slower speed to save a few bucks. I check the website and it shows 3 tiers of service – 16mb, 12mb, and a 1mb , all down speeds. The price next to the 16mb service said $65 and said “performance plus.” My bill says $65 and that I have the “performance plus” package. Okay, so I’m assuming I have the 16mb down service.
Caveat, these supposed “down speeds” are completely bogus. Speeds are measured in megabits per second, not megabytes down. Terrible advertising by Comcast.
Anyway, I call up Comcast via phone and talk to a woman named Renee (sp?) about downgrading my service. She tells me that I DO NOT have the 16mb service, but that I have the 8mb service. She then says they offer a 6mb and 1 mb service that I can switch to. I told her that the speeds she mentioned are not reflected on the website and in fact the website shows completely different speeds. She tells me that those speeds on the website are for service that are only bundled with Comcast’s tv and phone package. No were on the Comcast site does it mention this.
I decide to downgrade my 8mb service to the 6mb service they offer. And in the words of Renee (of course she tried to pitch me signing up to Comcast tv which I promptly refused) she mentioned that if I downgrade I will be charged an extra $12 on my bill. I said no, and pointed out that the $20 charge for the “performance plus” I already have will go away and will be replaced by the new $12 package I just downgraded to; in turn, saving me about 9 dollars a month. She hesitated and said okay, as if me telling her that her math was incorrect was upsetting to her.
She then performed the change on the spot and asked if there was anything else she could help me with. I said no that was all I needed, I will keep an eye on my next statement showing the retroactive change on my bill, and thanks for the help. The line then went quiet for about 3 minuted before I was disconnected. I’m not sure if we were inadvertently disconnected or she terminated the call abruptly.
The ambiguity of the Comcast website and the person I talked to on the phone were not forthcoming with the details concerning packaged service, tiers, and pricing of bundled services. I live in the Denver area and would switch to another ISP in a split-second if others were available (there is Qwest here but their DSL is terrible). But at least Qwest has better customer service and clear pricing and packaging options when you visit their website.
July 31st, 2009 at 7:20 pm
For Brian above, there’s “Tom” at 540-830-7339 that operates in the Northern VA/WV eastern panhandle local area–be sure to receive confirmation in writing, as my last experience with him was to state if he wants to talk with me, do it by paper.
Finally received this from Comcast Ecare:
Dear Mr. Roy:
Thank you for contacting the Comcast Office of Rick Germano, Senior Vice President of Customer Operations regarding the difficulties you
encountered with our Customer Service Department and Field Technicians while trying to have your services installed. I can understand your frustration with your experience as I would be upset as well if this had happened to me, Mr. Roy. My name is Laurie and I would be more than happy to look into this for you.
I would like to follow up with you this morning, Mr. Roy. Comcast
apologizes for the difficulty that you had with our customer service. I want to assure you that we do in fact recognize and acknowledge that we have room for improvement in our customer service, and that we are working diligently to ensure we can deliver a great experience to every customer, every time. It is our goal to ensure that every customer is satisfied with our customer service, but there are situations in which we are unable to achieve that goal. When those situations occur, Comcast values your feedback so we can strive to make improvements.
We need to hear about any unsatisfactory situations in order to correct them and to enhance our level of customer service. I have forwarded your comments to the appropriate members of our development and management teams for further review and action. We appreciate that you took the time to help us keep our commitment to quality customer care, and your assistance in correcting this issue.
I have applied a one time $50.00 credit to your account. I know that
this does not negate the poor customer service that you have received, but is our way of saying thank you for bringing this matter to our attention. I hope that it will serve to assure you that you are a valued customer and that we are committed to improving your experience with Comcast. You will see this credit on your next statement, Mr. Roy.
After reviewing your account, I see that you are receiving the promised promotion of 52.98 plus applicable taxes and franchise fees for 12 months. This includes your Digital Starter package, Internet Service, HD/DVR and cable modem. I can see where the additional $8.00 is coming from and this is due to an additional digital box. I was able to reduce this cost for you from $8.00 to $4.35 a month plus applicable taxes. I understand that though our conversation this morning, Mr. Roy, that you were not advised of being charged for the extra digital equipment. I certainly do apologize for this. Any additional equipment there are rental fees.
Further to our conversation, with the complaint about the paint on your yard as well as your neighbors, I have sent this to our claims
department though the local escalations and someone will be contacting you about this to set up a resolution for you.
We very much appreciate your business and I hope that you will allow us to work to restore your confidence in Comcast. If you have any other questions or concerns, Mr. Roy, please do not hesitate to contact us and we will address those concerns immediately.
Thank you for choosing Comcast.
Sincerely,
Laurie Clark
Office of Rick Germano
I got a call at work from Laurie Clark, and she seemed taken aback by my requesting her name–nothing personal from my part, just documenting contacts with Comcast. I believe she (on behalf of Comcast corporate) is sincerely seeking to resolve the problems I’ve experienced–and commend them for that. As she explains, it took a few days to get escalated high enough to come to their attention.
The agreed upon package is just not stated correctly–I’ve worked as a high level mediator for 7 years and confirmed their offer with their CSR’s repeatedly (especially “Tom”), and high definition channels was what was specifically, repeatedly confirmed–not “digital starter package”. They may offer a digital starter package–I was taking specific notes and clarifying the understanding as to what was agreed to (done his over 700 times formally as a mediator). Words matter.
As promised in the email, “Tom” did call our residence and asked about the paint, told him someone had come back out 2 days after installation an spray painted our lawn, as a 3 neighbors, with red/orange, blue and green marking paint–bright fluorescent colors. “Tom” stated this is done installing the cable underground, Miss Utility and utilities actually do the painting for this; after I pointed out that this was done 2 days after installation, that something got out of coordination; he then waffled around unnecessarily for another 10 minutes, then apologized, saying that someone apparently did make a mistake.
“Tom” then asked how our service was, I stated we still do not have the high definition channels in our living room as he agreed in the offer–he then denied ever talking about high definition–I terminated the conversation, telling him if he has anything to say to me, do it on paper.
I’ll let some other quarter address the ILLEGAL digging/installing underground 2 days BEFORE the underground utilities are located and marked for such installation–they went right through the specific area where underground electric, water and telephone service are located, right though the middle of these! This is easily verifiable, as listed on their work order.
August 2nd, 2009 at 1:29 pm
I’ve never had exactly positive experiences with Comcast, but these past two days were abominable. For some time, the HD channels have not been working. We had someone out last month, which allowed for a short fix. We made another appointment when these channels stopped working again. The technician who came out seemed helpful. After some time, he said the issue wasn’t in our wires or box, and that it must be an outside Comcast line. He left, and we realized that our cable was no longer working. We called a local Comcast phone number, and after lengthy waits on hold and being disconnected, my husband was told that someone would be coming to fix our cable. A subsequent phone call from Comcast informed us someone would be out “ASAP.” Four hours later, after no one had arrived, I called again. Again, there were long waits on hold, I was disconnect again, and when I was finally able to speak to someone (after over an hour of waiting), I was told she would call me back with a “window” as to when the technician would arrive. Three hours later, after not receiving a phone call, I called again. Again, I waited on hold, was disconnected (are you sensing a theme here), and invested at least an hour on the phone. I was told they would issue of rebate of a whopping $25 and would call me back. I told the representative that I did not want to be called back and that I wanted to speak with a supervisor (a request I made several times during the phone call). She promised she would call back before she left. First of all, offer $25 in exchange for the 11 hours I had been stuck waiting at home is insulting. Secondly, no one called back. Needless to say, I called again this morning, which led to more waiting and disconnecting. Again, the call was over an hour. In fact, if I included the first call, for which I was on hold for 25 minutes before being disconnected, it was probably closer to two hours. This time, after requesting that I speak with a supervisor, my request was granted. However, I soon learned that pretty much all Comcast representatives are trained for is to say, “I’m sorry about that.” Eventually, I was told that someone could come out between 1 and 5, but after she went to set the appointment (which took about 20 minutes), she came back to say that no one was available to come today. I then requested to speak with her manager, who didn’t offer much more help. Someone might come Tuesday, or, if not, on Wednesday. In the meantime, we have no cable, my husband and I were unable to do what we had planned to do yesterday, and I have learned that Comcast representatives frequently lie. In researching my options online, I have found the solution to all Comcast problems is to email We_Can_Help@cable.comcast.com. I don’t know that I trust their online customer service any more than their phone service.
August 3rd, 2009 at 4:52 pm
Today, August 3, 2009 I heard an interview of Bob Garfield about the transition of Comcast Must Die. I listen to Garfield on On the Media and always turn from a nice, reasonable lady into a raving lunatic at the mention of Comcast. I cannot believe I never heard of this site before. Because of months of mistreatment and abuse from Comcast, I have not had a television since 2005. Prior to the problems in 2005, I had Comcast basic cable service for my tv. There were no major problems until I made changes in service. But I was never satisfied.
Even if customer service by Comcast were uniformly good, why are we subjected to their program and pricing? They clearly have paid off people in government in order to get the monopoly they and the dishes use to exploit the public.
August 4th, 2009 at 11:08 am
UPDATE: Apparently, Comcast is supposed to come today – between noon and midnight. First of all, no one called (total unreturned calls = 3). Secondly, how can they consider a 12-hour window reasonable? And is someone really going to show up at 11:59 PM?
August 4th, 2009 at 1:06 pm
Bob
Changing the domain name and concept to “customer-circus” is a bad idea because you loose the intensity of the tight focus of “comcastmustdie”.
If you want to expand, do individual sites per bad guy with great domain names like “comcastmustdie”. The domain name brought me here, not a problem with Comcast.
“comcastmustdie” is created by rebels; “customer-circus” is created by a guy with a business plan. We all want to date the rebels. It frees the spirit.
August 4th, 2009 at 1:17 pm
Hi Linda,
I designed, launched and continue to host the ComCastMustDie.com Website. I had no business plan. Bob is a friend and we did some fun and interesting things to help bring down a giant. There’s still more work to be done, but ComCast is trying to fix a lot of problems here. It won’t be fixed overnight.
Many Americans including many Republicans who are in our Senate all seem to want quick fixes to our country’s problems overnight and that too, is a bigger problem that cannot be fixed overnight.
There’s a lot of upset people out there. There’s a lot of greedy marketing and business executives out there that just seem to want to take, take, take and not give much back.
This website is more than just Comcast problems. This website is a place where ordinary Americans can come to and fight back with the only thing that can make a big difference: Their Voice.
Insurance companies. Travel. The local grocery store. Whatever your Customer Circus experience was, you now have a single forum to go to and voice your complaint.
Like Bob says, Talk Back until you Hear Back.
- Bart
P.S. I don’t have a business plan for this website, either. I’m fronting the costs and hosting on my own dime.
August 4th, 2009 at 4:08 pm
Hi,
I have had service with Comcast since we moved here in 2007, and it was definitely a rocky start. Last year I did notice things begin to improve, but now I see some of the same old things coming back regarding cost and service.
My rate was recently increased from $80 + tax per month to $142.00/mo, which is way out of budget range for our house. I called Comcast, and the lowest I could get to while slashing my service was $112.00, but when I asked about the double and triple play, I was told that is not available to me because I am an existing customer. This is not right, that I, the loyal customer, have to pay more so Comcast can offer cheaper rates to people who may or may not take the service. I would think it would be more important to keep my on target with my budget, so I can CONTINUE to keep paying Comcast, and they can keep my business.
I even, switched out one of my boxes, for a card that gets inserted to the back of tv to save some money. I get less services by doing this, no more guide or on demand – and even that has not gonne well. It still is not working. I have called Comast a few times about it, and the last call, after we got some of the channels working, the gentleman told me that the paperwork was being put in to activate the card, and that it would take a few hours for all of the channels to come through. It’s been well over a week, and we still only have the same 20 channels. Each time I have to call Comcast, I am on that phone for at least 30 minutes, but usually longer. I have 2 jobs, and go to school full time – in addition to 6 kids. I do not have time to keep calling them – when I can remember to do it.
So now I am paying for a service that is blowing my budget, my internet is ah at best, and my upstairs television only gets 19 channels. I am quite unhappy as you can see.
August 5th, 2009 at 1:51 pm
UPDATE: Comcast failed to show up AGAIN yesterday (2nd time). Comcast was supposed to come today between 9AM – 1PM. We got a phone call at 11AM, saying there was nothing that could be done, so today was Comcast’s 3rd no show. Comcast said we’d probably have to wait another week before someone who could fix our problem could come out. It already been 5 days without cable.
August 5th, 2009 at 7:49 pm
amateur hour again; went over to apologize to neighbors for paint on their lawn, observed a cable wire running ON TOP OF THE GROUND from the common utility box, across their lawn and underneath their driveway through the drain pipe, then across their neighbor’s lawn to the house–new connection by Comcast, I took some pictures and would post here if I knew how to do so! got to see it to believe it–how to post pics here?
I received an offer through an ECARE message, which basically went through the standard apology language (see previous emails copied to this blog–I’m sure many here have seen the canned format), how much they value customer satisfaction, etc., stating THEIR package as $52.98 monthly plus $4.35 lease fee plus franchise fee and taxes ( fees and taxes doubled, one for each service), for HD DVR, including digital starter package for 2nd TV (lease fee is identified for that), high speed Performance internet. Also, $50 for my trouble with their CSR’s saying anything to get the order, repeated problems with Comcast customer service which burn tons of time to get nowehere, and I guess for not holding them to the exact terms of their offer, which now appears they do not intend to honor. See below.
OK–they finally acknowledge $52.98 was the price I was offered. No other monthly fees specified whatsoever until this ECARE message (even the installation /customer agreement paper signed after they installed into our home lists no costs whatsoever–zippo). The sticking point–Comcast initially offered HD channels (I was very clear in verifying and reverifying this BEFORE and DURING installation; their CSR asked me if I have HD capable equipment), not a “digital starter package” with monthly lease fee.
I offered to pay $8 additional monthly leasing fee in reply IF IT INCLUDES ADDITIONAL HD receiver for living room, reiterating the original offer/order/agreement was stated as HD channels, HD DVR, high speed Performance internet, for $52.98 monthly–with taxes and franchise fees being the only additional charges (no installation fees, leasing fees, etc. were specified, nor was I informed of any at anytime–until this ECARE message).
Now Comcast ECARE is apparently incommunicado–no reply yet 2 days later.
Their $50 credit really is nothing to me if it means having to put up with being tricked into accepting less package than what was originally offered, ditto for a slightly higher monthly price, as well as refurbished equipment (DVR gets very HOT! 2006 model), repeatedly deal with extremely poor customer service–if they are unable to deliver as offered, then there’s no agreement. A one time credit is really nothing compared to good customer service.
ECARE email:
Dear Mr. Roy:
Thank you for contacting the Comcast Office of Rick Germano, Senior Vice
President of Customer Operations regarding the difficulties you
encountered with our Customer Service Department and Field Technicians
while trying to have your services installed. I can understand your
frustration with your experience as I would be upset as well if this had
happened to me, Mr. Roy. My name is Laurie and I would be more than
happy to look into this for you.
I would like to follow up with you this morning, Mr. Roy. Comcast
apologizes for the difficulty that you had with our customer service. I
want to assure you that we do in fact recognize and acknowledge that we
have room for improvement in our customer service, and that we are
working diligently to ensure we can deliver a great experience to every
customer, every time. It is our goal to ensure that every customer is
satisfied with our customer service, but there are situations in which
we are unable to achieve that goal. When those situations occur,
Comcast values your feedback so we can strive to make improvements.
We need to hear about any unsatisfactory situations in order to correct
them and to enhance our level of customer service. I have forwarded your
comments to the appropriate members of our development and management
teams for further review and action. We appreciate that you took the
time to help us keep our commitment to quality customer care, and your
assistance in correcting this issue.
I have applied a one time $50.00 credit to your account. I know that
this does not negate the poor customer service that you have received,
but is our way of saying thank you for bringing this matter to our
attention. I hope that it will serve to assure you that you are a valued
customer and that we are committed to improving your experience with
Comcast. You will see this credit on your next statement, Mr. Roy.
After reviewing your account, I see that you are receiving the promised
promotion of 52.98 plus applicable taxes and franchise fees for 12
months. This includes your Digital Starter package, Internet Service,
HD/DVR and cable modem. I can see where the additional $8.00 is coming
from and this is due to an additional digital box. I was able to reduce
this cost for you from $8.00 to $4.35 a month plus applicable taxes. I
understand that though our conversation this morning, Mr. Roy, that you
were not advised of being charged for the extra digital equipment. I
certainly do apologize for this. Any additional equipment there are
rental fees.
Further to our conversation, with the complaint about the paint on your
yard as well as your neighbors, I have sent this to our claims
department though the local escalations and someone will be contacting
you about this to set up a resolution for you.
We very much appreciate your business and I hope that you will allow us
to work to restore your confidence in Comcast. If you have any other
questions or concerns, Mr. Roy, please do not hesitate to contact us and
we will address those concerns immediately.
Thank you for choosing Comcast.
Sincerely,
Laurie Clark
Office of Rick Germano
August 5th, 2009 at 10:37 pm
I had my comcast account on an auto pay plan but the debit card I was using was compromised due to ID theft. My bank changed the card number, the auto payments didn’t go through and I was late on 2 payments and NEVER NOTIFIED BY COMCAST. I noticed at least one payment had not posted, so I tried to access my account info on comcast.com When i logged on, the account was marked inactive, with no current billing info, with my previous billing address. Since it was Sunday…there was no phone support for billing. So i had a chat support session with a clueless comcast rep in the Phillipines, who promised to fix everything, but did nothing. Thanks! I attempted to pay through my inactive and erroneous account webpage.
I called the next day and I was promised that all of my issues would be resolved within 48 hours. 48 hours pass and no resolution. I call another rep and get cut off after 30 minutes. I call another rep and he at least establishes my current account page and assures me that my payment will be taken care of but has no clue when. He instructs me to change my username. He fails to tell me that the username must match the email name. My email name is the username of my OLD account, and I cannot change the username on my new account since it is already in use. There is no set process for anything at comcast. I spent over 10 hours working on these problems, mostly on the phone with several comcast reps who all had a different answer for the same questions. I am so disgusted that I will cancel my service as soon as my billing issue gets resolved. When will this nightmare end????
August 6th, 2009 at 9:30 am
Hello I have a complaint against Comcast Cable Company and I am not sure where to file it.
I live in Federal Height Colorado. I cancelled my Comcast account back in May of 2009. I am still getting billed for this service and cannot get it to stop.
I have been to my local office, I have contacted them by phone, email, live chat etc. They keep telling me that they are “working” on correcting the situation, but every month I get a new bill. The bill is up to almost $800.00 now and I recently discovered that they have turned it into my credit report which greatly upsets me. What else can I do about this, it is causeing me a lot of undue stress.
Thanks so much for any advice you can give me.
August 6th, 2009 at 4:26 pm
An Open Letter to Comcast
Comcast,
We all saw your commercials that said we were covered for the digital switch in 2009. We would have to do nothing. We we’re covered. You will take care of us. Great! I’m glad you’ll be taking care of things since we pay you quite a bit of money, for a simple connection to cable TV. But wait, what’s this now? Now we’re not covered? We need to install these digital-to-analog (DTA) converter boxes now? You say this has nothing to do with the government mandated DTV switch, but you should have made this much clearer to your millions of customers. Don’t tell us we’re completely covered, then immediately after the switch make us jump through these hoops. You’re misleading your customer. It’s not right.
I work for a retirement community in Seattle. We have around 180 residents and around 300 televisions. I was contacted by your Business Services Group, since we are a bulk account, and was notified that we needed to install DTA boxes for each television on our campus. Initially you told us that our residents needed to sign for these boxes and you would deal with them individually. Why? We are the customer, not our residents. We have a bulk account so they don’t have to mess with a cable company. One of the perks of being retired! After some discussion of “wether this was possible or not” you told me the company could sign for the boxes and be responsible for issuing them to our residents. Excellent. A team of technicians was scheduled to come out to our community and install all the boxes for us. Information to provide to our residents regarding what to expect and a poster noting the install days will be mailed out to us. This never came. I had to call and ask where my expected mail was. It was never sent and “We’ll mail it out today” was the response I received. They did, and I received a letter in the mail a couple days later. Too bad it was only a poster that had the install date on it. I came up with my own memo to provide to our residents.
Install day has arrived. We were assured that the boxes would be installed and within minutes, channels would be available. This is good news. Don’t come between a senior citizen and their television! After installing a few boxes we were notified there was a ‘problem’ and it would be 24-hours until our new boxes would receive any channels. This isn’t acceptable – at least without notice! But we cannot reschedule. The install teams schedule was packed and we wouldn’t end up having them installed until after the cut off date. Proceed with install. Sorry folks, no TV until tomorrow.
Install day 2 has arrived. Technicians proceed to install these DTA’s that will take your cable offline for 24-hours. Around lunch time, the boxes installed the day before starting receiving channels. Woo Hoo! Things are looking good again… for now.
The next day, around noon, televisions are not starting to receive channels like they had the day before. What happenend? Why can’t our residents watch anything but a message that says to call Comcast because there was an interruption in their service. Frustration continued. A couple hours later, nothing changed. A call to Customer Service determined that the technicians that had installed these boxes, never arrived back to the office with our paperwork. The paperwork that included all the serial numbers from the DTA’s. The serial numbers that had to be entered into their system to make our DTA’s work. Why didn’t these get entered BEFORE installing the boxes? What happenend to these technicians? We still don’t know and its been over a week. So here we are. Friday afternoon. 4 o’clock. What happens at 5 when Customer Service goes home for the weekend? Are we out of luck until Monday? I’m assured I will be taken care of and was given a local Comcast office line to reach if I need any help. Great, but what about now? There is nothing they can do for us until they get this paperwork with the serial numbers. I offer to locate all these serial numbers and email them over. Sure, I’ve got nothing else to do on a Friday at 4:00pm but locate serial numbers on these boxes and interrupt our residents again. But for the sake of helping my residents – I do it. I manage to collect all the serial numbers and send them over. Some would work immediately after that, most would not. I would just need to come back on Saturday and make sure everyone is happy. After all, I was assured I could be helped on Saturday and had a local number to call.
I get to work on Saturday noticing that absolutelty nothing has changed since I left Friday night. I give a call to that special number I was given only to be told we are on a business account and the business account representatives are gone til Monday. Nobody at Comcast can help me on a business account? No. I guess they only care about their business customers 5 days a week. After notifying my residents that they would get no help until Monday, I went home.
Monday morning arrives. Most residents have been without television now for over 4 days, without notice. Let me remind you these are senior citizens. They watch more TV than your 10-year old plays video games. I’m not claiming that every senior citizen stares at the TV screen all day every day, but it is one of their only outlets into the outside world. If someone took my iPhone away for 4 days without notice, they’d better have a damn good reason. I can live without it, but I’m paying for it and I expect to be able to use it. I find the only way I’m able to get these boxes working is to call Customer Service, tell them I need to activate a DTA, give them the serial number, have them look up the account, tell me the box is not listed on our account, transfer me to a business account representative, search for the box again, verify all our information again, then add the serial number, and ta-da the channels start coming through. I had to do this for almost half of our 300 boxes. One by one.
The installers just unplugged DVD players and VCR’s and left them sitting unplugged when there was not enough power outlets – you could at least let us know what you had to do. We now have these boxes plugged into electrical outlets, consuming power, which wasn’t necessary before. Each box consumes around $12/year of electricity in the city of Seattle – we have 300! You do the math. Being a retirement community, we have many residents with arthritis and low-vision problems. Do you offer any other remotes than these little tiny ones that come included with the DTA? No? Did you forget about these people? Is there a code for the DTA so universal remotes will work with them? No? Well that’s great. Oh, you say your working on it? Sounds like this should have been done before you started forcing people to use your new equipment. I’ve invested too much time for something that Comcast was supposed to come out and fully take care of for us. I blame you for not planning this deployment thoroughly. This whole fiasco is unacceptable.
August 6th, 2009 at 4:40 pm
I am on hold with Comcast as we speak. Hung up on them the first time I called after 12:00 minutes because Carolina id#19698 refused to let me speak to a supervisor. As of typing this, I have been on hold for 16:15.
I am a bookkeeper with multiple clients so I am forced to deal with these people more than any human being should have to. I cancelled all Comcast services from my home but still have to deal with them on behalf of my clients. There is no such thing as a phone call to them that lasts less than 30-45 minutes. They are without exception The WORST CUSTOMER SERVICE in the world. I deal with dozens and dozens of vendors on a regular basis, cell phone providers, utility companies. No one can touch Comcast in terms of simply not caring about their customers. There logo should just be a human hand, flipping the customer a bird. Why do people continue to do business with them? Is saving $10 a month on cable worth supporting a company that has no conscience at all? Please people, fire them. Teach them a lesson, that you cannot run a successful business unless you treat your customers with some respect.
August 6th, 2009 at 7:19 pm
no wonder there’s widespread complaints about Comcast’s customer service–they’re too busy raking in profits to spend any on customer service!
ZDNET blog August 6th, 2009
Comcast rakes in the dough; Continues to poach voice customers
Posted by Larry Dignan @ 4:32 am
Comcast reported stronger than expected profits as more customers transitioned to digital cable and the voice and Internet services that often ride shotgun.
In the second quarter (statement ), Comcast reported earnings of $967 million, or 33 cents a share, on revenue of $8.94 billion, up 4.5 percent from a year ago. A year ago, Comcast reported net income of $632 million, or 21 cents a share. Wall Street was expecting earnings of 26 cents a share on revenue of $8.86 billion.
Like Verizon and AT&T, Comcast has managed the economic downturn well. Comcast ended the second quarter 46.2 million total customers. Here’s a snapshot of the customer trends. As you can see, Comcast is gobbling up voice customers yet losing video customers.
http://blogs.zdnet.com/BTL/?p=22323&tag=nl.e539
August 7th, 2009 at 1:39 pm
Comcast shut off my digital/ internet service 3 days after I paid them. When I called CS they told me that I was “Shut off at the pole” and there was nothing they could do until they sent someone out to my location. The earliest appointment was 2 days later. After trying to figure out with the CSR how is it that I was shut off 3 days after a payment in full was made I hung up in a rage. To test the whole entire “Pole Disconnect” theory I removed the coax cable from the digital converter and placed it directly into the TV. Like a miracle from god I was able to watch regular non-digital TV. I called Comcast back and explained that they were wrong and in fact I had not been disconnected from the pole and I was watching Law & Order as we spoke ( I even turned up the volume so the CSR) could hear. The CSR gave me some spiel about resetting my account and gave me a warning about how if it did not work that my appointment for the “Pole Reconnection” would be pushed back a week. I was feeling lucky so I told her to do it. Low and behold, my digital service was restored for all of 15 minutes before it was shut off again and I was given another story about how they have to send someone out to “reconnect me at the pole” HELP!
August 8th, 2009 at 11:06 am
My personal experiences with Comcast have taught me they only care to resolve complaints that will interfere with their future expansion plans. Emails & letters about an unpaid $100 rebate sent to customer service, the cust. Svc VP and even to Brian Roberts personally (sent registered mail) did not receive any reply or resolution. I only heard back when I filed with the Better Business Bureau, the FCC, the Federal Trade Commission. It takes awhile but hang in there and document EVERYTHING! Then make sure you let your elected officials know how you feel when Comcast is up in front of Congress begging to be allowed to make even MORE $$$ than the 52% increase in profits they recently announced.
August 8th, 2009 at 11:43 am
My payment was late and I received a notice to pay by August 5th to avoid interruption of service. I called and PAID my past due balance on the 4th (I was out of town taking care of sick grandparents, and my house-sitter told me about the notice). On the phone the customer service rep informs me that everything’s already been shut off with sort of a “too bad so sad” type attitude. Thinking it was ridiculous, but understandable since my bill was paid late, I went ahead and paid ANOTHER $205.00 for installation of new service (note the cost of service went up from what I had before). We set an appointment for 8/08/09 between 8-11am for installation. When I got home I saw that notice indeed said that I had until the 5th to pay. I called Comcast back wanting to keep my old phone number, and was informed that they didn’t even have an appointment set up! I could hear the woman LAUGHING at me over the phone. She thought it was hilarious and refused to send someone out on the original date of my appointment. My account has been debited $535.00 and I have NO phone, internet or cable services. Hopefully I don’t have to call 911 during this time.
August 8th, 2009 at 11:44 am
ps. the customer service rep’s name and sales ID was Crystal-HAA
August 8th, 2009 at 9:23 pm
Comcast Account#8770100148552721.
I am comcast Triple Play customer from more than 2 years or so. My monthly bill used be to around $120. When I decided to shift/move from one apartment to
another, I informed comcast to disconnect my account services on 29th June 2009 and connect to new place on same day. Comcast confirmed the appointment 29th
June 2009 at 8 am – 10 am window. But one fine day i.e. June 23rd all my services stopped working including phone. Since we didnt have landline phone
working, I had to use my prepaid phone (10cents/min) to find out what went wrong. Comcast informed that they disconnected the service on 23rd itself instead
of 29th. When I asked them why they gave no answer. I requested them that I have whole “move” to plan, whether they can reconnect at least the internet &
phone, they said no. Trouble started after that. No internet and phone and whole move to plan. Search the movers, talk to movers, get quotes, contact
people, cancel existing services, all in pain & jeapordy. Sudden shock.
It impacted my work a lot. No internet means I cannot work from home. That means sit in office long hours 9 am to 10 pm.
Go to office on weekend for internet for wrapping up the work and also do the personal “move” work too.
For phone, I had to use prepaid cell phone.
For wife’s boring time due to no TV, every night restaurant and rent DVDs from DVD play.
I guess all above would have easily cost me minimum $200 and lot of pain and lost peace of mind(courtesy Comcast).
Finally I moved. But I realized the criticality of internet and phone services. I decided that I would reduce my dependancies on comcast and would get into
right alternatives. So I started my evaluation. So I switched to AT&T landline phone and wireless cell phone.
Also lowered comcast package and monthly comcast bill from $140 to $50($90/monthly loss to comcast). Also influenced upto 2 guys to compare AT&T with
comcast. They chose AT&T finally.
For me though Comcastic trouble is not yet over. Now, they sent a bill $120 for same old address but for a different acount number #8770100149207614. Which
is this account now? Well, comcast realized they disconnected me accidently on 23rd June 2009. Hence,they reconnected me on 24th June 2009. But they didnt
inform me abt new acct. For me, none of the services were functional during 24th to 29th 2009.
When I told them abt new bill, they mentioned that I have to go to their payment center personally to cancel the new reconnected account. So I drove 10 miles
to payment center. I explained the situation. The arrogant lady mentioned that she would cancel the new account and no fees charged. But she cant give any
receipt or any confirmation that new account is closed. That means no acknowledgement abt the conversation at comcast payment center.
I am still wondering how this company operates? I was not expecting such poor work ethics and process from a major US telecom.
I would like thank the forum against comcast complaints.
August 8th, 2009 at 10:28 pm
Ted Account Number: 09529389189-07-1
Wow this site is great! This will be one of numerous complaints I file against Comcast. I am a really nice person and I could not be any more angry than I am currently. I moved on June 11th down the street and simply wanted to transfer my service over. On the first appointment the technician said he did not have a long-enough cable to complete the installation. I said I have one at the old house and will be back in 5 minutes. He said ok. When I came back, he was gone! I called support, they said the techs have to stay on a schedule but they can reschedule the appointment. The next appointment I was ready for them, they didn’t show up. I called and they said the tech called to say he was on his way and no one responded. I was in a place where I don’t have signal but I would have been home at the appointment time for the entire window. The 3rd time, the guy simply didn’t show. No call, no nothing. I called support and without apology they said they don’t know why nobody came but all they can do is reschedule me. I asked for a supervisor and they hung up on me. I immediately ordered DirecTV and that has been installed successfully, the first time! But still no internet. I made another appointment since Comcast has a monopoly on internet here, and they finally came about 2 weeks later. 3 weeks for the first appointment date I got internet. Then I got my bill and it showed that my request for cable cancellation had not been received, AND they decided to start charging me for renting their modem, which I never did. I called 1800Comcast, and they said it was the wrong department and transferred me to Maryland, Maryland said since I lived in DC I would need a different number, and for some reason I got transferred to NY! They said sorry and transferred me back to 1800Comcast, who finally got me to the cancellations department…after 4 hours of holding and transferring!!! The cancellations department said everything was fixed. Then I got another bill-no changes. I went for the Live Chat and after doing that for an hour she said it’s all fixed hahaha. I just got my bill: $236.10 Nothing has been fixed, modem still on their, no payment credits, no missed service credit, cable still being charged, internet not prorated for June. And some late fees! I just contacted Live Support again. They said there is nothing they can do but a supervisor will be contacting me soon. Yeah right, I’m not holding my breath.
August 9th, 2009 at 2:24 pm
Despite ever-increasing bills from Comcast Cable, I have been a subscriber for msny years. I shouldn’t have been surprised, given Comcast’s terrible reputation, that their latest ploy has been to move the Movieplex option to a “higher tier” – in other words, I am paying the amount of money for lesser service! Yikes.
August 9th, 2009 at 8:11 pm
Just today I enrolled in the Comcast Triple Play. Despite other companies out there, in the area where we will be moving to Comcast is the easiest solution – note that I did not say “best”.
And things are off to a WONDERFUL start.
The current promotion is that if you sign up for a 12-month Triple Play package you get a price of $99 each month and a Dell Netbook. The Netbook wasn’t a huge deal for us, but hey, I like a free piece of equipment just as much as the next guy.
When I submitted my order I had to use the Chat function to verify the order. Once there, the CSR pops the revelation that to get the Netbook, and the service in question at the $99 price point, I had to sign up for the 1-year promotional rate, as well as a second year at a higher rate.
Thankfully I read the Consumerist and I was prepared, having read the T&Cs fully before I ordered my package. When the CSR offered to “helpfully” copy and paste the T&Cs, which turned out to be ad copy and not any copy from the T&Cs, I was able to counter with the actual link to the T&Cs that never mentioned a 2-year contract.
They are relying on a deliberately misleading advertising copy where it states, “NEW SUBSCRIBERS: Get a free Dell Netbook with the HD Starter Triple Play for only $99 a month for 12 months and a 1-year minimum term agreement. Plus, you’ll continue the savings the following year with a price of just $10 more per month.”
To me it was a redundant piece of copy, however they are relying on users to not understand the actual statement. So when users enroll they are forced to sign a 2-year agreement just to get the Netbook. Plus, this little fact is not spelled out in ANY of the links to the packages Terms and Conditions.
Ultimately, I’d like the copy to be changed, as well as clearly spelled out which is to get the lower price AND the Netbook, you must sign up for a 2-year minimum contact. It’d be nice to see them own up to their misleading copy and ship the Netbook.
August 10th, 2009 at 7:41 pm
Not a real biggie for me – I’ll just go with Dish, but……
I’ve checked for months and Comcast can’t seem to get a channel list on its website for my area.
Now that I want to change my package I can’t:
1. find out what channel’s are included in what packages
2. find out what they cost.
Dish and Direct TV are quick to tell me what packages they have, what channels each package includes, and what they cost.
I’m actually not unhappy with Comcast – at the moment. It would be a pity if I was forced to change to someone else for something as simple (for them) as putting their line-up and packages on line………
August 11th, 2009 at 9:57 am
Comcast Account Number: 0561328950307
Why does being a Comcast customer have to be so painful? NOTHING is easy with these people! NOTHING is convenient! NOTHING!!!
My latest in a long list of grievances against this horrible company is very, very simple. So simple, in fact, that I can not believe I’m here actually complaining about it.
I logged on to Comcast’s website and all I wanted to do was update my account to reflect a change in my telephone number.
That’s it! That is all I wanted!
Seems like it would be a simple, 5-minute task, right? But nooooo! Not with Comcast!
There does not appear to be any way for a customer to update his/her user information on their poorly designed, user-unfriendly website. You apparently have to go through the ordeal of calling and being put on hold for eternity. I tried contacting them via their online chat and after answering a bunch of questions that were supposed to help me solve my problem (but didn’t), I was informed that I was 13th in the queue. I ended the session before it ever began. I don’t have time for this nonsense.
I guess Comcast has no interest having my new phone number. I’m not going to waste any more of my precious time making sure they have it.
Every other company I deal with online gives you the ability to update your account information online. I don’t understand this at all!
It’s stupid BS like this that shows a fundamental lack of respect for me as a customer that has caused me to reduce my Comcast service to the bare minimum. I have the absolute minimum, local-broadcast-channels-only cable package for about $19 a month (FYI: They don’t advertise this, but they MUST offer it to customers by law!) and the bare minimum Internet package.
I sometimes wonder how many THOUSANDS more of my dollars they would have received in business from me over the years if they only gave a damn about customer service and satisfaction. It sure would be nice to have HBO and all that other stuff, but it isn’t worth the disrespect.
I wouldn’t give my money to Comcast at all, except that they are currently the only game in town. As soon as I get another option I AM SO F**KING GONE!!!
August 11th, 2009 at 2:19 pm
I encourage you to read my blog post: Comcast’s Online Chat Help is a Joke
Available at: http://post.ly/27Ot
Enjoy my pain.
G
August 11th, 2009 at 3:27 pm
After receiving no reply whatsoever to my good faith counteroffer for one week from Ecare or anyone live, I called DISH and they had a very competitive HD package, with the latest HD DVR equipment–no brainer-ville. Arranged service and called Comcast to discontinue the negotiation over price and service (their original offer by Comcast was not being acknowledged, then agreed to and once installed, Comcast corporate refused to honor it, offered $50 credit and additional $4 monthly fees/charges for digital starter–instead of HD channels originally promised by CSR) which were a downgrade from what was originally offered to induce installation). Seems they say anything to get the order, then figure they have you by the short and curlys.
August 12th, 2009 at 10:38 am
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August 12th, 2009 at 10:47 am
For all the above reasons and more, we are going to ditch Comcast just as soon as we figure out who to get to replace them. We have all 3 tied up with this nasty, incompetent company. I am soooo tired of dealing with people who do not know about what they are talking and furthermore do not care about what or to whom they are talking. They speak out of both sides of their mouth and them ignore both. Even going to them in person yields no better results. The last time they gave me the wrong unit and denied it was the wrong thing even after another worker there said it was. I cannot stand to have to deal with them, but will when we gleefully cancel them. And it won’t be soon enough!
August 12th, 2009 at 1:08 pm
Comcast not once, but twice, messed up our bill. They swore that my bill was only 164.00 in July, which I paid, on time, after they adjusted it from 245.00. (Sorry, mam, the billing was messed up.). In August, I recieved the bill for 204.00. I called Comcast (816-795-1100), and got the same, “Sorry mam, the billing was incorrect this month. I’m sure you understnad.” I’ve had to call Comcast almost monthly since Digital took over the United States. Comcast cant’ get our HD settings correct, and our TV keeps dieing on us. I can’t wait for Uverse.
August 13th, 2009 at 9:55 am
At some point several months ago, Comcast started sending my bill so that I would receive it within days of the due date. I called them to change the due date, and they informed me that I would have to go in person to one of their offices to change the bill date. Okay, so this is a digital communications firm that allows you to purchase service by phone and pay your bill online, but they make you go into an office to change the date of your bill. I have never dealt with any other company that sends you a bill and expects it to be paid within 2 days of receipt. My take on this? Comcast wants to be able to collect late fees from its subcribers. My bill used to arrive within a few weeks of the due date. Now it’s arriving later and later. I hate Comcast, but I don’t know of any other companies that are better in the DC area.
August 13th, 2009 at 10:30 am
There’s a reason why Comcast was voted the 2nd worst company in the US by Consumerist.com. I can think of think of 14 reasons why. That’s because 14 is the amount of Concast employees that I have spoken to to get the bogus transfer of my services to my new address “resolved”. Let’s review:
Call 1- I called to transfer my service to my new address. I also griped that I was paying more for the service than what other people I know do, and got our monthly bill lowered for another year. Thanks, Concast! I also asked to have Concast install 3 wall outlets. We scheduled an installation from 11-2.
Call 2 – I called to complain that technician scheduled to install our service was not “qualified” to do that kind of installation. (He says this after he fishes around our attic) He told us that a supervisor was going to come in the afternoon to finish the job and I wanted to verify that was actually happening.
Concast employee 2’s response: Well, if he said he’s got someone coming to your house, he should come out.
Call 3 – I called to complain that the SUPERVISOR said he will NOT come out, because there is a rule that they can not be in the attic after 11 AM. Therefore, it would be against protocol to finish the job as scheduled. What now? Can we reschedule our 3 wall mounts?
Concast employee 3’s response: No. You were never scheduled for 3 wall mounts, only 1 floor install. You can only schedule 2 wall mount installations per call and if you want a third, you’ll have to wait until the work order is closed before you can schedule another one.
Me: Great! Thanks for nothing! Let’s schedule another 2 for another day.
Call 4 – I called to say that the SECOND technician showed up and said that he was ALSO unaware that he was going to do 2 wall mounts. -but he was coming back….
Concast employee 4’s response: Well if he said he was going to come back then he should come back.
-So, the Concast Contractor (For those of you who don’t know. Concast uses non-Concast companies to do their installations sometimes) comes, hangs out in the attic, crawls around in the crawl-space, then ultimately decides that he A) doesn’t have the right size cable and B) doesn’t have the right size drill bit. So, C) he will have to look around to see if the right size cable shows up. That evening, there was still no cable. The technician told me that he was going to come back in the morning at 9 AM.
At 11 the technician finally shows up with the right cable, but wouldn’t you know it? HE STILL DOESN’T HAVE THE RIGHT DRILL BIT! So, I lieu of having ANOTHER Concast technician come out, we told him to install the cable through the floor. -Our brand spanking, not even a month old, new hardwood floors.
The cable and internet got installed, but wouldn’t you know it AGAIN!? The technician didn’t have the right cable box that we ordered. So at 8:30 PM that night, the technician finally arrived with the right box, we gave him our old box and all was right in cable/internet land…for now.
Five days later, I checked online to make sure that our billing was correct online at Concast’s website. Lo and behold! There was a $308 bill staring back at me. Apparently, there was a $248 charge for UNRETURNED EQUIPMENT.
Call 5 – I called to figure out why I have a bill for $308???? And why do I have a charge for “unreturned equipment?? I need to speak with a manager
Concast employee 5’s response: Well, I may be able to help you. It looks like the equipment is labeled as missing. The work order that the technician started for you was not closed out. It still shows that it’s open.
Me: Well, we already have our equipment installed, so why is it still open? We returned our old box to the technician? Why can’t you just label it as found?
CLICK! I got cut off. THANKS T-MOBILE!!! I curse your wireless network of lies!
Call 6 – I just got cut off. I called to figure out why I have a bill for $308???? And why do I have a charge for “unreturned equipment?? I need to speak with a manager.
Concast employee 6’s response: Well, I may be able to help you. Your equipment is still listed as missing. I can only issue a request to investigate where the box is.
Me: I was told that the work order wasn’t closed what about that?
Concast employee 6’s response: Well, I don’t know why he didn’t close it out. It may be because you have another technician scheduled to come out this Wednesday at 8-11 AM.
Me: WHAAT!? I never authorized that. In fact I was told that I wasn’t even allowed to schedule another wall mount until the first work order was closed. So, are you saying that because this technician hasn’t turned in our equipment, we are going to be charged for his screw up??
Concast employee 6’s response: I never said that. If you returned it, you shouldn’t be charged. I’ll put in a request to find out what happened to the box and cancel the work order for Wednesday. Your account should be fine now.
Call 7 – I’m calling to complain that my bill is still $308 because of unreturned equipment that I actually had returned to the technician. I also just got a call from Concast saying that I still have a technician scheduled to come out to my house tomorrow. I cancelled this on Sunday. Why hasn’t it been cancelled? I need to speak with a manager or supervisor.
Concast employee 7’s response: Maybe I can help you. Well, the equipment is still listed as missing and we don’t have any record of there being a cancellation of this service.
Me: Well, I called on Sunday to have all of this resolved. What happens now?
Concast employee 7’s response: I will have the work order cancelled. I need my supervisor to speak with you.
30 mins later. Concast employee 7’s response: My supervisor can’t speak with you now. He’s leaving in 20 mins. So, he will definitely call you back soon.
GUESS WHAT!? He never called.
Call 8 – same shpeal as above.
Concast employee 8’s response: I will have the work order cancelled. I will also call you tomorrow with an update of where your box is.
GUESS WHAT!? SHE never called.
Call 9 – I called to say that I cancelled a work order that I never authorized both Sunday and yesterday, but this morning I got a call from a technician at my house wondering why I wasn’t there! I need to speak with a manager or supervisor.
Concast employee 9’s response: Well, the work order was never cancelled. I can get you to a manager.
Concast employee 9/Supervisor 1’s response : Your work order has been cancelled. I also show that the old box in en route to the warehouse.
Me: So, my service is back to normal? And I won’t be charged for the box?
Concast employee 9/Supervisor 1’s response : No, you won’t be charged for the box. You just cancelled your service.
Me: No I did not! I should have my Digital preferred package and internet.
Concast employee 9/Supervisor 1’s response : OK your service should be ok now.
Call 10 – I’m calling to say that I don’t have HBO anymore. I was told that this was part of my package.
Concast employee 10’s response: Well, I’ll restart your cable box and let me know if that works.
Me: Um, no.
Concast employee 10’s response: Ok, well we’ll have to send out another technician to see if there’s something wrong with your box.
Me: What do you mean!? It was working last night! I think something got screwed up when that supervisor “reinstated” my service.
Concast employee 10’s response: You’re right. It doesn’t show that you should be getting HBO at all. Let me transfer you to sales.
Concast employee 11’s response: Yes, you should have HBO let me have my supervisor speak with you.
30 mins. Later, Concast hung up on me.
Call 11 – I just got cut off. I was on hold to speak with a supervisor.
Concast employee 12’s response: Oh! Let me find you one. Pls. hold.
Concast employee 12’s response: I found one! She just needs to step away from her desk for a moment. Can I ask the gist of your problem?
Me: Yes, I’m supposed to have HBO, and trouble-shooting says that it’s not on my list of services.
Concast employee 12’s response: Oh! That’s simple. I’ll just add it back on….Is it working now?
Me: Yes! Thanks!
Call 12 – I called to say that my internet is not working.
Concast employee 13’s response: Ok I will just have to reinstate your modem. Is it working?
Me: Yes! Thanks
Call 13 – I called to say that my bill still says that my equipment has not been returned. A supervisor had told me yesterday that it was en route to the warehouse.
Concast employee 14’s response: It does not show that the equipment has been returned or that it is en route to the warehouse, but if the supervisor told you that then you should give it a few days to process.
Me: Great. Thanks.
August 13th, 2009 at 11:56 am
Here is my experience with comcast
had 4 appoinments to have them install Internet Access
4 NO SHOWS this cost me $1200.00 for time had to take off work waiting for them
when they finall showed up (5th) they handed me a bill told them had to contact office that the bill was wrong and we would have to reschedule
1 was told by the reps that because Comcast took over Adelphia that there was a special of $14.99 for internet and $10.00 for cabble tv access
when call Comcast was told that they had such deals going so opted out from comcast because they lied to me about there service
2 about 6 months later they had the so called $19.99 special for 6months and if you went to there sight RIGHT on there sight it said
$19.99 for 6 month then it would be $42.99 .Copy there ad from their site. contacted Comcast about there add and was told that I miss read it it was not $42.99 but $59.99 per month as far as I am concerned this is false advertizing
3 a few months later Comcast contacted me withan offer of $19.99 per month for 6 months and they were throwing in free basic TV for a full year at no extra charge . Agreed to what they offered and again right after they installed the equipment they handed me the bill $42.99 per month
Called Comcast had a fight with Comcast was told that that is what I ordered ($42.99) Then managed to get them to reduce it to the $19.99 as agreed upon
4 installed their GREEN installation disk
5 about 20 minutes later tried going on the internet had to call there TECHNICAL support(if you call dimm witted monkey technicians)
they managed to reset modem which was OK came off the Internet and I will admit it was fast no complaint about that it is fast I will give them credit due for that
6 after coming off the internet could no longer access any of the programs on my DESKTOP
7 called their so called TECHSUPPORT (monkeys behind computers) was told that they do not give out programs of any kind When I mentioned the INSTALL disk that they gave me He had NO idea of what I was talking about and said that they do not issue disks when informed them that I had no problem before
8 after convincing him he tried to that I picked up a VIRUS and to take it to a COMPUTER place and have it repaired that it was in my computer.notified him I also repair computer and there was nothing wrong with the computer
When I told him that I was running CA antivirus and Malware atimalware and that I was behind a firewall to boot and had already run these and found nothing and that the o9nly time I had a problem was when their modem was plugged in. was then told disable and not to use Virus of firewalls protection. How would you like to have a Technician tell you to surf the net without Virus or firewall protection
9 since he could not answewre the problem he told me that he would have another technician return my call. I waited until about 10 oclock that night spent the rest of the night reprograming computer to get their program out no call at 8 oclock the next morning they were notified to disconnect me from there system
Here are the other problems that I have with Comcast
1 2 days after install I have a $42.99 bill not the $19.99 with a $3.00 rental free on the modem which I forgot to tell was supposed to be free
2 I do not like COMCAST giving out my name or location over the internet
3 According to Comcast they Do not do this, and at the time I was running not only a Firewall but I was Running a PROXIE from Germany (everything I do on the net goes through a different server)
in another country so there is no way that anybody should have been able to know who I was or where my locating is
4 Do not like COMCAST putting their files om my computer and editing my windows registry
up untill about 2 weelks ago Comcast has now removed it they had a perminent internet access for $24.95 and from what I was reading with no other REQUIREMENTS ads been remover
and at was at a reduced spped I believe it was 512k up and 1 meg down speeds
I would like to upgrade from DIALUP but not with a rippoff company like COMCAST so I am staying the way I am
when I want high speed internet access I go to a HOT SPOT location and plug in my WIFII card and get it for FREEEEEEEEEEEE THANK YOU COMCAST for the FREE internet Access
you can send this to Comcast if you want I do not care
August 13th, 2009 at 12:40 pm
I moved into a new building at the end of June. I called Comcast in the end of June to set up service. Like I said, the building is new, so I knew I was bound to have an issue or two.
I have now called literally 10 times, and each time I am told about this one error, and that the customer service reps will forward the issue and it will be corrected within 24 hours and they would call me back. Not 1 callback.
Not only that, but on call number 9 the lady told me the error was fixed and she scheduled service. I have spent today off of work to sit around waiting to for internet and TV. Call 10 was to ask where my installer was once their window closed, and there was NO RECORD of my request yesterday.
Everytime I have called I have taken the name and identifier of every person I have spoken with, but nobody seems to care about that. And comcast has a monopoly on our building, so I have no choice but to wait and make call #11 sometime soon. GRRRRR!
August 15th, 2009 at 5:32 am
I have been in my commercial space for 4 years now. For the last 8 months I have been trying to get comcast service, They keep telling me the landlord says “no more installs until comcast puts in a lock box”. Yet as I sit here there has been 6 different tenants get service. The last one 2weeks ago is 100 feet down the hall. I’d got to someone else, but there is no decent alternatives in the area.
August 17th, 2009 at 6:50 pm
Minor beef in light of others I’ve read but here goes anyway. I called Comcast tonight for a simple matter. I needed my remote re-programmed after buying a new TV today. The website instructions and tv codes didn’t work. The remote worked for certain functions but no on others that were very basic like volume and turning the TV off and on. I called the main Comcast support number and entered the prompts for a digital cable technical issue. The automated system transferred me to billing which made no sense at all. I was transferred to three different Comcast agents and then they disconnected me. I made this phone call FIVE times and never once spoke to an agent in the TV technical area.
August 18th, 2009 at 12:03 am
I was having problems out of my Macafee and I called in. Well, after telling the young lady what was the matter she directed me to uninstall the program and I did. Now it is worst than it was.
I called Dell to see what should I do and they said there was nothing I could do and I should have never uninstalled the program. So now what?
My advice to Comcast is to tell the reps not to give advice. She was telling me as if she new what the problem was and I followed HER INSTRUCTIONS. Now my children don’t have a computer for the coming school year. I AM OUTRAGED WITH THEM.
August 18th, 2009 at 12:19 am
I am going to cancel Comcast and go with DirecTV. In addition to the glitchy cable service (audio dropouts often, long delays with DVR commands), I am having trouble with recordings. Even though all my settings are CORRECT, shows that are clearly designated as “repeat” will record, EVEN THOUGH I HAVE IT SET TO RECORD NEW ONLY. So everyday, I get to come home and clear my (20 hd hour) dvr so that it does not run out of room and delete something I don’t want it to.
August 18th, 2009 at 9:28 am
I had Comcast’s internet and TV service for two months before I was fed up with it and canceled the service. In that two months I went through four modems that all randomly stopped working. I knew it wasn’t my computer because I built this desktop and configured it properly. The problem rested in the fact that Comcast gives their internet customers old, refurbished modems without any driver software. Because of this, the modems will not work on more than one machine for extended periods of time. Why? Without any accompanying software, DHCP will not be enabled, so your modem will give you a static IP. Once that protocol expires, you can’t get another IP, and your connection will be nonexistent. The sad part is that not one technician I consulted or any customer service representative on the phone knew what DHCP is, so I had to explain to them why it was so important and why giving old, refurbished modems without software is a terrible idea. It may save Comcast a little money, but it creates a plethora of headaches for its customers. When I first lost service, it was down for a whopping 24 days. I was credited for that time, but it’s unacceptable that they couldn’t fix it within that time.
My other major issue was canceling the service itself. I called on 13AUG2009 and spoke to a woman named LaShawn (phone 904-374-7600 ext 1276203). She was a shift supervisor, so I expected a little more out of her, but I was wrong. She told me that she had canceled my internet and TV service, but when I returned the modem, TV box, and cables at the local Comcast store today, the employee there informed me that my service was never canceled. He was nice enough to cancel it for me and credit me for the five days I had been charged, but the fact that Comcast would brazenly lie to me is shameful. You do not lie to a Navy officer and expect to get away with it.
August 19th, 2009 at 10:00 am
If anyone is interested, you can talk to a live person in the Comcast Exectuive Offices (or so they claim) at 215 665-1700. I called today and was told that someone in charge of Georgia would be calling me back to handle my complaints. I doubt that they will call but I’ll keep calling. I hate having to spend anymore time on Comcast. They have wasted hours of my life with their incompetence already.
August 20th, 2009 at 3:50 pm
I’m am so frustrated with Comcast, I’d like to file a complaint but I don’t want to waste time on them anymore. I tried to install internet service at my house 3 times and each time there was an issue. The first I scheduled on the website for an install between 9am-12pm. I took the morning off but I couldn’t take a full day off because I don’t get paid leave. What happened, Comcast did not show up and finally called at 9pm to do the install which at the time I was not available. I called to reschedule and I had an appointment for last Saturday for the same time. What happened, they didn’t show up. I called to verify and they said it was scheduled for next Saturday. I told them it was imperative that I get service. They got me an appointment today between 2-5pm and again I waited. Of course they called and it may have been my fault that I wasn’t around my phone at the time. But by the time I did get a hold of them 30 minutes later. They cancelled my appointment. I did get a hold of the technician and all he can say is that “I get off in 5 minutes I can go back, you are going to have to reschedule.” I decided that moment not to bring my business to Comcast.
I’ve decided to go with Verizon DSL, a service I left because the company is terrible also and is not much better than Comcast, but they are better I believe.
August 20th, 2009 at 4:49 pm
July 25 old house morning
The tech was door banging and Yelling. Did not announce who he was. My wife thought it some angry robber. Then the cable went dead without notification
July 25 new house
Techs late by 4 hours after a 4 hour window.
No tone detector to install into a newly built prewired house.
The 2 techs insisted TV was broken
Ground not correctly run, it ran back into the brick veneer
Cable was run diagonally across the back yard.
July27
Tony Bright technician
Rude on the phone pre-visit rude did not announce who he was.
Late of course
On the phone with T-Mobile the entire time arguing about his bill and how he needed to be compensated.
Shh! Me when I asked a question
Cut terminated lines
One box was delivered; I had two at the old house.
He was asked to leave.
Aug17
Tech Josh Cook not rude
Did not have tools to install lines, His truck was in the shop
Added one box digital box like I had before.
Took old boxes and turn them in, Thank you
Aug 19
Tech Josh Cook not rude
Late by 2.5 hours
Could not wire last room
Completed one install
Re-ran exterior source line.
Will return for cover box
Corrected problem with ground wire
Identified low line signal with high quality may affect modem
THREE Holes in the ceiling
Aug20
Install exterior box.
Did I mention this is a new house less than 30days old
Acc#8777-70-203-0800663
August 22nd, 2009 at 9:34 am
The newest scam by Comcast is this DTA equipment for digital rollout. Yes, they are providing 2 free boxes but they are pieces of %$#%$@#$%.
I own a Series 2 Single Tiner Tivo. Works fine with both straight cable or a cable box. It will not work with the new DTA’s because Comcast chose to not include a serial connection and only close to accept IR blasters.
Called Comcast and was transferred 4 times. It was clearly evident that telephone andtechnical staff had not been trained on DTA issues. When I explained my dilema, the first answer was tough, Comcast does not support TIVO. When I pressed, I was hen offerred a cable box but only at an extra monthly charge of $5.99
Why should I be forced to pay an extra fee because Comcast changes their service?
Lets see what thay have to say.
August 23rd, 2009 at 6:53 pm
after supposedly resolving BBB complaint 213EC-93A02-E3431-98E21-C0DC2-2BD03-44 by returning all equipment and terminating all Comcast service, Martinsburg local supervisor contacted me and stated this was resolved with no balance due–only now I got a Comcast bill for $72.82!!
Incredible–at least I got a receipt showing the $0 due, they will state anything to get an order, anything to install and start a billing cycle, whilst corporate staff passes calls on to dead ends.
No surprise they don’t conduct business in writing–might have to honor what they promise through misrepresentation and don’t deliver.
Had DISH as an option, received brand new state of art equipment that allows 2 TVs/2 remotes to be hooked up to one HD DVR receiver, both can record and very large hard drive, very impressive and competitive pricing for package (better channels)–Comcast installed a dated HD DVR receiver that was refurbished 4 times by stickers on bottom, very hot (installer set it on place cloth and glad I noticed it before it started a fire!), and 2nd receiver was digital after installer referred to it as “HD”!!!
August 25th, 2009 at 8:38 am
My biggest complaint with Comcast is calling with a problem and being subjected to recordings stating my call is important to them and to talk to a representative about the latest services while holding more than 45 minutes. I would love to talk to a representative but it is impossible unless one takes a day off of work.
August 25th, 2009 at 10:26 pm
I am an Ex Comcast employee. However, I did remain a Comcast customer… Until TODAY!!! I just found out that my local Comcast in INDEPENDENCE MO fired-eliminated all of our local customer service reps to send the jobs abroad! Way to show your American spirit COMCAST!
August 26th, 2009 at 11:24 am
Comcast is the only internet service provider in my new home area.
I recently purchased a newly built home. I went to the Comcast website to do the change of address switch via their designated website. I talked to an online rep who said the transfer would be no problem and to complete it I would need to call my current provider office. I did and they said it was impossible to transfer to my new address. I spoke with a manager and he said it was possible but I had to call the office for the area I was moving to.
I called the office for the new area and they said it was impossible to transfer. Fine, I’ll disconnect there and set-up anew. Small hassle. Then I was informed that because it was a new house they would have to survey the property for lines first and that it would take 5-10 business days for the survey but she would expedite it.
Days came and passed and we called Comcast again. This representative explained that it would be 7-21 business days for a survey and she had no record of my previous conversations. I spoke with a manager and he said 1-2 weeks and he would expedite it and have someone call us back within 24-hours with details.
24-hours passed with no call. We called again. This time they said it could take up to TWO MONTHS. We spoke with a different manager who had no knowledge of my previous calls. He explained that they have to wait til the county goes out and marks the ground, then they can survey, and then they can install service. He said he would expedite us; but, 14-21 days was “typical”.
Everyone we call has a different story, a different time frame, and even though they are all nice and polite on the phone, their lack of helpfulness and communication within their own company completely pisses me off!
Unfortunately, we have no choice but to go through Comcast; but, my husband telecommutes at night and right now he can’t get work done because of our lack of internet.
August 27th, 2009 at 7:28 am
I will be calling Comcast shortly, to either cancel the service or resolve the issue. I had signed up for a promotional offer. When it expired I resigned up for service, at a slightly higher rate, of course. (Our promos have changed bit.) When I resigned, I was told by the rep that my current cost/service would not change. I recently received a notice saying my current promo would be up in two months, but I could resign up (at yet again, a slightly higher cost). My current bill (immediately after the two month notice) reflects a higher price. I will simply switch to AT&T for internet only. I am sick of this bait and switch crap@
August 27th, 2009 at 7:54 am
To clarify, when I re-upped my service in early ’09, I was told my cost would not change. The current bill reflects a $20.00 increase before Comcast’s stated 60 day notice of increase (notice received in mid August). Even though in the late winter/early spring, I was told my bill would not change again. I contacted Comcast via web address listed on COMCASTMUSTDIE and received a very quick reply from Melissa Mendoza. We shall see what happens. I will repost with outcome.
Bottomline: I will go to AT&T if they do other than retain my current service at the current price for the duration of previously stated time.
Consumers in America have been abused too much by corporations that think they are entities with rights but no responsibilities. (I do hope the Supreme Court plugs the loophole in that decision soon.)
August 27th, 2009 at 8:11 am
I must add that I am concerned about some of the things I am reading about Comcast slowing people’s internet speed, etc. I am in southeast MI, and Comcast was in trouble with the FTC & FCC about slowing people’s bandwith on purpose (not to mention tracking and shaping people’s traffic).
http://www.techdirt.com/articles/20090818/0337045913.shtml
August 27th, 2009 at 8:51 am
I exchanged a couple of emails with Ms. Mendoza and just received a new email from a Vinisha Chugani (obviously an outsourced job). He or she had not read my previous emails and wanted me to start from scratch with acct # and narrative about “my promotion”. I did not have a promotion. I had a locked in price, according to previous Rep.
August 27th, 2009 at 10:45 am
After a couple more emails and a request for when I might receive an answer, Melissa said I would receive a call this afternoon. I just got that call and it was a basic Rep trying to sign me up for a promotion, and she said she knew nothing about the 60 day notice, etc. I felt like I was on a gerbil wheel and requested to speak with a Supervisor and was told she was unavailable till Monday.
August 28th, 2009 at 7:04 am
I’m hoping someone can solve my problem because apparently no one in Comcast has an answer and I’m waiting for AT&T U-verse. When Comast went digital and we had to get these boxes we did. We have a rather large home and a lot of TVs. We have put an amplifier on each TV because we get tiling (the picture breaks up into little pieces). Is this my problem or Comcast. I call them up and they are complete idiots and I don’t know who to contact that would have an answer.
August 28th, 2009 at 10:01 am
This site is as user unfriedly as Comcast. Where do I leave a complaint about Comcast?
Comcast does not recognize either of my phone numbers when I call for help (Although they gave me the residential number.), so I go the Customer Service, where I have waited up to 90 minutes. Their website Customer Service is totally a joke. I have spent one hour trying to fit into one of their categories of complaints with no success. I have no idea what to do next!!
barbara.brasher@comcast.net
August 28th, 2009 at 3:10 pm
Hello Everyone,
I’ve seen a great deal of complaints from this website about Comcast and how they have straight out put you down. This really makes me feel bad because as a Comcast employee I try to make every experience for every customer as good as it can be. Comcast was once the evil empire that simply brushed customers aside like they were nothing, but this company has taken a huge turn for the good. Our main concern now is the customers. You guys are the backbone of this company and we would be nothing without you.
Were trying to show everyone who left that we do value you’re business and we’ll bend over backwards to show you. If you’ve left because of how you were treated, please email me now and vent on you’re problems.
For residents of Greater Boston Massachusetts who have switched to another company, we want you back. Were ready show you and you’ll be suprised on how much were willing to do for you. Fios, Dish, Directv, and other customers have already came back because of the extremely valuable promotions were offering. I’m able to work with Massachusetts Residents.
Please Email today so we can work things out:
SpecialAccountSales@Comcast.net
My dear apologies to all who have been taken advantage of and my warmest welcomes to any considerations.
August 29th, 2009 at 12:52 pm
That’s great for the people of Mass., but apparently Georgia is on a different path. You can call 6 different people and get 6 completely different answers. Once I was told my problem (Atlanta area) was a result of storms in Florida. No hurricanes or anything, just storms.
I still don’t know why our TVs are doing this breaking up into pieces.
August 29th, 2009 at 6:37 pm
I recently changed my service plan with Comcast. In my August 2009 bill, I was not only charged for services from July 28 2009 to August 27, 2009, but I was also charged for services a month in advance from August 28 2009 to September 27, 2009. I was never told that that I would need to prepay for the month of September when I switched packages. I believe I was mislead in not being told that I would need to prepay. The prepayment (8/28/2009 to 9/27/2009) was an extra $130.32 added to my bill. I contact Comcast twice, and they told me this is the way Comcast now does billing. I have since contacted the Attorney General’s office for Massachusetts.
August 31st, 2009 at 1:28 pm
Nothing has improved at Comcast as far as I can see. I set up an account for my 93-year-old mother in her assisted living place in 2005. It’s billed to my home address. I tried to cancel the account,and the Comcast phone rep requested the last 4 digits of my SS#. After giving him mine, my mother’s, and my husband’s social security numbers, I was informed none of them were correct, and I needed to go to the Comcast office in person to cancel this service. I set up the account myself, and I know I used either my SS number. So some idiot at Comcast must have written it down wrong! My own Comcast service also bills to my address, and my SS number matches, which I pointed out to the phone rep, to no avail. When I asked for a supervisor, or anyone who could help me, the rep told me I could file a complaint online. This company never changes. But my service provider will – that’s for sure!
August 31st, 2009 at 1:44 pm
FALSE ADVERTISING: TRYING TO MAKE GOOD ON AN AD WITH A FALSE CLAIM
I got an ad in the mail for a new “Digital Economy” package, with a headline saying: “Keep all the channels you currently enjoy, plus these”… and listed a number of channels I don’t get — all for $29.99/month, forever!
I’m a person who creates ads every day, so I know how important it is to give correct information in an ad, especially in a headline. I took a look to see if this was some sort of a new-customer-style program, but there didn’t seem to be any fine print to undo the headline’s claim.
I currently have the “family tier” which has kid channels like Nickelodeon, and I couldn’t see that channel in the “Digital Economy” plan, so I approached this plan carefully, making sure I could keep Nickelodeon after the switch.
I have had three conversations with customer service reps (online chat, phone, and phone supervisor) who have all said that they can’t make good on the ad’s promise, because of their inability to mix bundles.
I think this false advertising is indicative of Comcast’s wholesale disregard for their customers, or the consequences of their actions.
August 31st, 2009 at 9:53 pm
We signed up for Comcast triple play during the national advertising campaign. The campaign said order by july 12th and get a free hd-dvr for the first 6 months. We ordered on the 10th and received an appointment for the 15th. The guy came on time and installed the DVR and the phone then left.
Now the good part.
We received the contract 15 days later. It did not include the DVR aspart of the contract. I called to ask about it was told I had missd the deadline by 3 days. What? Comcast’s inability to provide a service in a timely manner is my issue? When I asked why the technician wold install a DVR if it wasn’t part of the deal, she replied “Oh, he just made a mistake…”. Really? Then I asked when they were going to bring me the right box. I was informed that not only did I have to bring the box in to exchange it, but I would be forced to pay a monthly fee for it INCLUDING THE PREVIOUS MONTH when the service had not even been requested by me (according to them). Enough. Give me the contracted 6 months or credit me for the unrequested charge for a DVR. It was installed by the error of your tech, according to your CS agent.
September 1st, 2009 at 8:57 pm
Mom is having to move into assisted living in Eagan, MN. Called Comcast to get service – 11 days before they can get someone there!! No sympathy what so ever for the situation. Had to listen to explanations that made no sense what so ever.
Hard enough to move her, but no TV for 11 days is going to make it extremely tough.
It’s really time to deregulate the cable industry so we can get some service.
Tim
September 2nd, 2009 at 10:08 am
I am signed up for automatic bill pay with my Verizon internet bill. They did not take out the payment last month, and this month they added a $24.98 past due fee. I called to have the fee waived, and was spoke to 8 different people over the course of an hour, 6 of whom spoke very poor English, 3 people who insisted I was calling from a cell phone because I was breaking up (I was calling from a land line), and 2 people who insisted that it was my bank who had charged a past due fee (which simply doesn’t make sense, since I was contesting my Verizon statement). I was disconnected after an hour and 7 minutes, with my problem still unresolved. Ugh.
I called the number on my bill that said “Questions about your bill? Call 1-800-567-6789,” and was transferred to multiple departments and back again. I was given the above number by 2 agents and told to call that to resolve my problem, and I said that is what I called. No agent spoke to any other agent to explain the problem or confirm that I was now in the correct place. I confirmed my personal information at least 10 times, since some people asked multiple times for the same info. Verizon treats their customers like garbage – amd I don’t know why, since I am sure 8 agents’ time is worth more than a $24.98 fee (which was wrongly charged in the first place).
September 2nd, 2009 at 1:16 pm
Don’t make a mistake paying your bill online on Comcast’s website because it can’t be fixed. I went on with the intention of paying 1/2 the bill now and 1/2 in a week when I got paid. I typed in amount I wanted to pay and thought I had paid that amount. When I got the confirmation e-mail from Comcast, it said I paid the full amount. I called Comcast like five minutes after making the payment to see if they could change the amount and after getting bounced around to a few people, I was informed they couldn’t change it because when you pay online, it pretty much immediately goes through. Thanks for taking my grocery money for the week Comcast! They could see if they could issue me a refund check–I needed the money now, not when a refund check could finally make it to me. As angry that I was that I that they couldn’t fix the problem, it makes me even more angry that after all of this, they then tried to get me to add digital voice! REALLY! I call to make a complaint and you try to sell me something?! This happens every time I call them for anything! NO, I DON’T NEED A LAND LINE!
September 2nd, 2009 at 9:27 pm
What are all the extra charges Comcast adds to its bill? Why can’t they quote me how much service will actually cost a month? Other companies are able to do so. I suspect a lot of the extra charges are bogus. Comcast must have a powerful lobbyist that allows them to get away with this crap.
I also find it bogus that their computer system isn’t coordinated with their paper billing.
Oh, and never will I set up automatic payment. Last time I did, they would double-bill me – monthly charge every two weeks! They try to get away with as much b.s. as possible. There should be either more regulation or more competition out there.
September 3rd, 2009 at 12:09 am
ok, i hope i am wrong and comcast actually contacts me, my email is eslingert@yahoo.com, heres the situation, i live north of atlanta in a town called calhoun, ive been trying to get service for over a year since we bought the house, the house in a subdivision where the guy to the right and the one to the left BOTH have comcast, anyway finally a month ago the “new construction crew” from rome calls me and says its ready service is available as soon as you pay 92 dollars for the install, so we pay this, then two and a half weeks later ,techs show up to hook up my service, after looking at the pole, the techs say they cant give us service, so i call the const. dept and tell him what the techs are saying, he asks to talk to the tech’s then they are arguing over wheather my address is servicable, and now over a month later i have no service and comcast has my money, keep the money just give me the service i paid for, this has been almost two months now
September 3rd, 2009 at 10:06 am
ARRGHHHHH!!!!!!!!!!!!!!!!!!!! I just spent 30 minutes of my life on a call with Comcast after I received my latest bill. After having a screenful of Please wait for the Channel –ON EVERY CHANNEL — for 5 days – I called Comcast. After several remote tests and turning box off/on and waiting for it to reset – NOTHING….Comcast finally said they did not know what it was and scheduled a service call. The technician could not figure out what was wrong, so he switched out the equipment.
So then I receive my bill and it has a service charge of $27.99 AFTER BEING WITHOUT CABLE FOR 5 DAYS and AFTER DEFECTIVE COMCAST EQUIPMENT WAS SWITCHED OUT. What!?
So I called thinking this must be some mistake. Well, after waiting for 15 minutes for the phone to be answered on a Thursday………a tool, who said his name was Issac, answered the phone sounding like he was not quite awake yet……. I explained the situation. He said the charge stands. I reiterated, just in case he did not understand….”I’m without cable for 5 days and the tech takes crappy, Comcast equipment away and I’m charged for the pleasure?” He gave me a warning for saying crappy. What?!?!
Issac said the we need to keep this on a professional level, here. WHAT!??!? I ask to speak to a manager, he says managers do not take calls. “So there is not one that you can transfer me to, bc I am finished with you.” Supervisors take calls. “Ok” He says I need to now why — COMPANY POLICY DICTATES THAT I NEED TO PROVIDE A REASON. “You seem to be a smart guy, let’s see if you can figure that out. I’ve had enough of you and your attitude.”
Then he tells me the reason has to be account related. WHAT!?!?!??!?! “Okay child, the clock is ticking until this becomes a formal complaint. For reasons I now question, I’ve been an issue-free Comcast customer for 9 years and that alone deserves better treatment than this – there are lots o’ options out there, my friend.” We play verbal chicken for a while…He gives me 2 strikes bc I said crap (see above) and said this is bullshit. You’ve got to be kidding me……Finally he gives.
Now I am on hold for 7 more minutes……The supervisor comes on and I complain about the charge and about “Issac”. She issues a credit based on the longevity of the account and excellent payment history. And then Issac? She said she file a complaint and let the manager know. Suuuuuuuuuuuuuureeeeeeeeeeeeeeeeeeeeeeeeeeeee………….I asked her how to file a formal complaint against Comcast to see what she’d say – there is a way to issue a complaint right off the website. What a freakin’ joke.
September 3rd, 2009 at 2:40 pm
First, I can’t post my whole account # because I signed-up for paperless bills and you have to log into Comcast website to get your account #. Which it won’t let me do NOW, although my husband did it earlier! So, I hope that is enough info.
ANYWAYS, return home late on Sunday, after my husband spent 5 days in the hospital, 3 of which were in Intensive Care, after a back surgery. Get all settled in, he tries to get on internet and it don’t work. We don’t know how long it has been out because I had literally benn living at hospital with him. So, we have a friend come by on Monday to unplug everything. We know from MULTIPLE experiences, this is what they tell you to do when you call to complain. I couldn’t do it because I am 7 months pregnant and couldn’t get to the modems to unplug it and hubby wasn’t able to based on his condition. Well, it didn’t work. So, hours spent on the phone to Comcast on Tuesday morning. We are told the modem must be broke so bring it into the nearest payment center and exchange for a new one. Oh, and we learn that although we upgraded our internet MONTHS ago to the fastest one, they never changed our modem so we were still getting the slow stuff. So, I have to push furniture around and crawl my big belly around on the ground to get this thing unplugged. Then, load up my husband (because last time we got in a fight with Comcast because they wouldn’t let ME exchange broken cable box because I was not on account, although we have same name and live together!). First time, line out the door, no spot to sit, so we decided to come back later. Second time, I tried it myself. Waited 40 minutes in line. Thankfully, she acknowledged me as a person and I did not need to pull my husband and his walker out of the car. But, she tells me that the modem is for phones and they don’t deal with that. Huh? I argue, stating I supposed to have series 3 modem anyway, not series 1. She says okay I will give you that one but you keep that other one for your phone. Ok……so can I get more wires to hook it up. ” OH, you won’t need any more wires. Just call this number here on the box and they will tell you how to set it up.” I argue again, knowing I will need more wires. No luck. I leave annoyed and optimistic it will work out. Guess what? It doesn’t. Can’t even get internet to work! So, call and complain once again. Sending tech to our house on Thursday. So, here is my poor hubby, laid up in a recliner with nothing but daytime TV to amuse him. Plus, no land line for an emergency! So, here is Thursday. Tech to the house. Fixes internet and phone. Then says “let me check cable box out.” Hubby says no don’t, it fine. Man proceeds to do some stuff with it. Guess what? It not working now! No ON DEMAND or channel guide for over 5 hours! Call and complain again! Husband told that there is not a single manager in all of Comcast today. Telling us to crawl around and unplug it. Hubby can’t and I am at work! SO, they want to send a tech to our house tommorrow! We ask that A. not the same tech and B. After, 11 am because we have Dr. Appointments. We are told they can’t accomadate that. We need to be available on their time! YOU SCREWED IT UP and NOW I HAVE TO REARRANGE MY SCHEDULE! I pay Comcast $208 a month for over 10 years and still can’t get a break.
September 3rd, 2009 at 2:41 pm
Ooops! The last post didn’t take what I knew of my account number ****76366. Not sure if it enough but hope it helps!
September 3rd, 2009 at 5:46 pm
I am a long time technical employee of Comcast. I’ve worked for them since the early 1990s. It used to be a good company before the acquisitions and managers were taken on from AO-Hell and other companies with horrible customer service. What I experience at work is worse now than ever before. We are stretched far more thin than ever before.
We do most of our repair work in the “maintenance window” from 12 am to 6 am. That’s great for customers but the problem is that people that work 8 am to 5 pm shifts are doing that work in the “maintenance window” after and before working their regular shifts. We’re all mistake-prone from the sleep deprivation and constantly changing sleep schedules and it’s taking a toll on everyone’s health and family life.
No one cares despite long discussions with managers and HR. They all promise action and nothing is ever accomplished. Our work quality and work and personal life continues to deteriorate. Everything is cut back, we can’t get tools replaced or repaired God forbid getting modern test equipment. We’re basically told to quit if we have any criticisms at all.
All the managers are arrogant a-holes, it’s a rigid job requirement for ANY management or supervision position that has employees under it. If you’re even whispered about as speaking the word “union” a trumped up reason will be found to fire you. There are zero happy or mildly satisfied lower level employees anywhere in Comcast so it’s really not at all surprising that the customers are suffering as a result.
September 5th, 2009 at 3:06 am
I cannot get to this complaint section without first going thru HIDEMYASS.
I am in East Central Indiana.
Comcast has cost me over 1100$ in the last year with mis-information.
No one knows what is going on. Even the home service people tell me different stories. It seems that everyone is a contract worker, and are looking for another job. India was the worst service. Followed closely by the Philippines and Panama.
zz
September 5th, 2009 at 11:06 pm
OK, been a LONGTIME (9+ years) Comcast subscriber and GENERALLY happy with their TECHNICAL service, but now it is time to rant:
Switching to an ENCRYPTED digital format (for us “basic” subscribers) only lead to more unnecessary boxes in the home, yet another remote control, lack of PiP, and the fact that we – again – have to pay for additional devices that are far from needed. All this while Comcast continous to promote/offer dirt cheap entry rates, rates that we as current customers have no access to.
As said earliuer, I am generally happy with Comcast’s technical services. Internet’s working fine, using Vonage VoIP on the connection and VERY happy with Vonage. CAble TV has lately started to have sound drop-outs, and considering the high bill we are paying, I might just drop “everything” and go down on a bare-bones package.
We can get entertainment via Netflix or other streaming media, I do not care, or is remotely interested in fair amount of the channels that we have to pay for (ESPN – supposedly one of the most expensive channels, SyFy, Shopping Channels, Church Channels) and need to get the monthly bill down to a level that is comparable to what these services are in an international perspective – where internet speeds normally are 2-4 times of what Comcast generally offer.
Comcast, here’s MY suggestion:
Develop a CENTRAL digital converter box that sits where the cable enter the house (in our case, our wiring cabinet in the basement). Allow me to pay for ONLY the channels we want to see (a la carte), and let this box distribute these channels inside the house in an analog or unencrypted digital format. By doing this, we would eliminate a large number of boxes that just are not needed, reduce power consumption, but maybe mainly, allow us to use the functionaly in the TV sets that we just have acquired (advanced remotes, Picture-in-Picture, etc).
This would allow you to: better utilize your cable distribution network, you would easier be able to upsell us on additional channels, you could with much more integrity say that you have XXX thousand subscribers that are seriously interested in channel X in a market, and would have much easier to get better rates for ads on those channels.
An example: Say I like HistoryChannel and Discovery. If you managed to also get me interested and willing to pay for National Geographic Channel, you could credibly say that you have one very good “target” for ads. Today, when you say that you have YYY thousand subscribers to SyFy, it really does not mean anything, since no one really might watch that channel anyway (Nielsen might disagree) as it is included in a base package and we get it whether we want or not. If you on the other hand had ZZ thousand that paid to get that channel, you would have a serious and interested audience.
Just a thought – but then on the other hand – does Comcast really need to listen to their subscribers? There is little real choice out there today, but beware, it is coming more and more, just not in the shape that we even anticpated a year or two ago.
September 7th, 2009 at 12:43 pm
I will address the few posts I see here, but anyone needing help I do not recommend posting account information, I would simply email my team at We_Can_Help@cable.comcast.com
First to Per-Ola, we understand that encryption can be perceived to be negative by our Customers. This is more a product of the channel providers, in an effort to make sure they receive the license fee for receiving the station, prefer encryption because it provides an accurate count of who is receiving the channel. It is required in many of the contracts. This is also why all other providers, except cable, require security devices for receiving channels. We are working with electronic manufacturers to build some of this within the TV’s themselves. You can read up on this by searching something called Tru2Way.
Next to Zen Zender, Comcast employees close to 100,000 people in the US to serve our Customers. We do uses vendors to assist with higher call volumes, but this is only a small minority of the calls we receive. I would like to hear more about your experience and the information provided. Please write to me at the email address below.
To Comcastaway23 I for one am pleased that we do our maintenance in a way that better serves our Customers and causes the least impact to them. I would also disagree with your assessment of employee feelings toward the company, because as you know we survey our employees regularly and the data suggests something much different then your opinion. I like to see us keep the most Customer centered employees that are part of the new credo. I would suggest you speak with your leadership team regarding your experience and how you can assist Comcast in creating the best experience for our Customers. If this is not your focus, then maybe it is time for a new career path. Either way, I wish you well.
Jennifer,
I suggest you email us at the address below. Portion of an account number will not assist.
Again, I love hearing from our Customers, so please feel free to email us.
Thank you!
Frank Eliason
Comcast
We_Can_Help@cable.comcast.com
September 7th, 2009 at 4:05 pm
Hi Everyone,
I am a Comcast Technician. I figure since my bosses and supervisors do not listen I will bring it to customer circus.com. I am here to tell why our customer service sucks. I will give you an example of a technicians day. Day Starts at 6:30 am>>> From there we pick up our work orders and equipment.
That takes us to about 6:45-7:00. Now I cant speak for all systems but where I work my day consist of (2) 7-9′s (2)9-11′s (2)11-1′s and (1) 1-3. With that being said, It usually takes us anywhere from 30 to 57 mins to get to the first job. Which means we are already backed up by time we make it to our first job. The way they cram so much work into a day leads to bad craftsmanship and lack of customer education. I have seen in my 6 years working here most of the problems stem from missed items in the home from rushing or lack of customer education from the tech not being able to spend that extra 15 to 30 mins explaining how to check your voicemail or work your dvr.
I know most of the techs I work with want to fix problems and we always complain to our superiors that we need more time but they are more concerned about productivity and want to complain about repeat trouble calls. They must make their mind up Quality or Quantity you cant have both. These numbers also affect our raises the amount of times we are late and they amount of repeat trouble calls all count against us. We all say it “this system is designed for us to fail” and they say “people do well in this system”
I am telling everyone one this because during the past few weeks I have been taking a lot of shit from customers and I have no choice but to side with you all and now with the launch of fios it has become worst. I just want to let you know we try to work with what is handed to us. Some days play out better than others. But many of the techs go through days without lunch or breaks just to make up time…. I really hope this can change one day so we can offer you the customer service you deserve and pay for…….
SAM
September 7th, 2009 at 4:14 pm
Frank we all seen the survey results two years ago and the employees failed comcast on customer service and thats why we launched that big campaign “Dream Big” to revamp our image……
September 7th, 2009 at 4:24 pm
Wow, what a story you have there.
It’s no wonder why we’re seeing problems with customer services.
Remember the movie, Men in Black? The first one? I remember a scene where Will Smith is speaking to Rip Torn about time.
Rip says; “We work on a 36 hour day. Alpha Centauri time. You’ll get used to it, or you’ll have an aneurysm.”
Did you listen to the original Radio podcast we did in December 2007? If not, here it is. http://www.comcastmustdie.com/listen.php
We are doing another show in October. We want to get real Comcast people involved and it’s a call in show that we will tape, and then produce the final episode and release on line. We’d like to hear from customers as well as Comcast employees how far the customer services have come in two years.
There’s no obligation and you can remain 100% anonymous. But we’d really love to have your input on this if you’d care to give us your two cents worth on the air.
We do not have a date set for the October event yet, but we are just now reaching out to people to get some folks recruited for the call in question and answer part of the show.
We want Comcast Customers to call us, too.
– bartman (admin)
September 7th, 2009 at 5:11 pm
I was hired to internet tech support only. ComCrap did not train us fully. Then they start to expand our duties to include tv, phn then home networking. not a single time were we trained properly. Nor did we recieve any raises. ComCrap mistreate their customers and their employees. They do not care if you wait 10 min or 50 minutes to get to a rep. they do not have enought people to anser the phones. They worked us all the time. We are not allowed to sleep on our own breaks or lunces. which I here is really bad if your unlucky enought to be on overnight shift. I have a son. A nap helps. I had Comcrap cable for free and could not stand it any more and started to pay for dish. I finally had to quit for health reasons. Its a very stressfull job. Management makes it worse.
September 7th, 2009 at 5:13 pm
I agree with the other former employee..ComcASSt doesn’t really care. Its all about the all mighty dollar. I worked the morning shift, little different than nites- but they had actually alotted us “bathroom time” We are grown- I think i can go potty by myself!! and then to take more calls, since the bathroom privilge was being abused.. THEY TOOK OUR BATHROOM TIME.. Are they serious?? PLease.. Trust management and the company itself doesnt care.. Sorry for that realization.. IT sucks, big time! First off I apologize to the customers for the crap they have to deal with- and for owner of this blog- I’m actually one of those Techs that knows her stuff and is polite and tries to think out the box- to a resolution.. not following scripts.. So even though you’ve received unintelligent answers and service- Just want to say- there is poor CSR everywhere, from your local bank to rep waiting on royalty and heads of state.. To all Comcast needs to get its act together, or perfect their product, train us better, hire only reps with BOTH CSR and Tech Knowledge.. there shouldn’t be an option. Comcast is supposed to be a telecommunications business on the cutting edge- Its about customer service YES I agree, but also about knowing your stuff..
September 8th, 2009 at 8:33 pm
I have a nightmare of a Comcast customer “service” experience to share with ya’ll…
On June 2nd of this year, I logged into Comcast’s customer service chat and asked if I could avoid having my services disconnected by using their “promise to pay” system (my bill was past due). I told the chat representative that I didn’t have a working phone line in my apartment and that the internet is the only way I am able to communicate with the outside world (I use the voip service Skype). The rep was very understanding after I told her about my phone and financial situation and said that as long as I agreed to pay a certain amount (which was specified!), my services would not be disconnected. I agreed and thanked her profusely. Little did I know how much hell I’d be going through after this little chat…
A few hours later my Comcast services were disconnected without warning. Now I would have loved to have called Comcast right at that moment to figure out what had happened, but I couldn’t beacuse I DIDN’T HAVE A WORKING PHONE LINE. Upset and cut-off from the outside world, I decided that I would get to work earlier than normal so that I could call up Comcast.
The next day, I arrived at work early, called Comcast, and explained my whole situation to the Comcast rep. (btw, if there were awards given for acting genuinely disinterested, this rep would win them all) After my lengthy explanation she stated that if I wanted my services connected, I’d have to pay the full bill. Shocked, I told her that I had already worked this out with a Comcast rep via their chat system. To which she replied, “that’s fine, but if you want your services connected, you have to pay the rest of your bill.” I told her that that was not what I was told via a LOGGED chat. It was obvious that she still didn’t believe me, so I quoted her the chat I.D. number (the one that’s given at the end of every chat with a Comcast rep) and a chunk of the conversation I had with the previous rep… word-for-word. She then said, “okay, I’ll talk to a supervisor.” Now, this is where it hurts… instead of putting me on hold, she simply moved away from the phone and explained my situation to someone that was (presumably) close by. After quoting what I had told her, to my horror, EVERYONE STARTED TO LAUGH. One even threw in a “are you kidding me?!” I felt humiliated.
After a minute or so, once the laughing stopped, she said a few more things to the people around her and then got back on phone with me. She said that even though it’s against policy, they’d make an exception in this case. She said that if I were to honor the agreement made via the chat, I would have my services restored. I thanked her, and then said “so if I pay such and such by today, you PROMISE me my services will be restored.” To which she replied, “yes, but make sure you pay it today.” I thanked her again and that was the end of that call. Now, lets fast forward to later that day…
After getting off work, I went to the grocery store to load up a vanilla visa card with the exact amount that was part of the agreement and called Comcast from the payphone outside. I spoke with another billing representative and that’s when things started all… over… again.
First, the new Comcast rep. said that I could not have my services restored until the full amount was paid. Deja vu! I told her that wasn’t part of the written and verbal agreement given to me by *two* different Comcast billing reps. She didn’t seem to care, so I did the whole chat log and phone conversation recitation thing again. She repeated that she wasn’t going to do anything. I then asked to speak with a manager. With a huff, she said, “okay, please hold.” Five minutes later, a manager answers. And, ONCE AGAIN, I repeat the whole situation to him. At this point, it was obvious to me that he didn’t believe or care about a word I was saying. After about four minutes of politely arguing with him, I got so fed up with the entire thing that I just thanked him for his time and hung up. Yes, I was still NICE even though I was being treated so poorly. It’s in my nature.
That was by far the most infuriating and humiliating experience I have EVER had with a company that’s supposed to provide customer service.
Lets recap: I was LIED to (twice), laughed at, and then called a liar.
I still have the chat conversation saved along with the chat i.d. and the date and times of all calls made to Comcast (which I’d be completely willing to hand over to bartman for the site and podcast). Even though this happened a few months ago, I’m still very upset by it. It is obvious to me that Comcast doesn’t care about its customers. If so, I never would have been treated so poorly.
September 9th, 2009 at 1:19 pm
I recently moved from DC to VA. I had to cancel old comcast service cable and internet and set up a new account. I specifically asked to retain my comcast.net e-mail address and was told that wouldn’t be a problem. My new cable was installed on Friday 8/28. Everything seemed to be working fine, then on 9/2 or 9/3, my e-mail stopped working. Turns out, they had NOT transferred the old e-mail address to the new account, and when the old account shut off, it stopped working. Evidently, the technician had given me a new e-mail address (my name, but misspelled!) and password — I eventually found them handwritten on written the back of the installation recepit, but didn’t tell he had done it. On Friday 9/4, I was told that the situation would be resolved within 48 hours, and that a CS representative would call me and let me know when the old e-mail address was transferred to my new account. Given the labor day holiday, I gave them a little leeway, but hadn’t heard anything by Tuesday. I called yesterday early afternoon and was told that it would be taken care of by the end of the day (and again that someone would call me back). No luck. Today I was told by the CS representative that all they could do was to add a notation to my file asking for my request to be expidited. When I demanded to speak to a supervisor, the supervisor said she could add a note for someone to call me back, but that it was a differerent department that had to handle my issue — when I asked to be transferred to someone actually in that department, she said she couldn’t do that. I’ve now lost a week’s worth of e-mails … especially frustrating since I use my comcast account for all financial transactions, and I have been in the midst of moving, so changing and setting up all sorts of new accounts and ordering new furniture things online.
September 9th, 2009 at 3:24 pm
I have just spent a week as a Comcast Internet and Phone customer. My phone never worked and my internet was intermitent and wireless never worked.
My wife and I have spent endless hours on the phone changed our labor day weekend plans to stay in for technicians who then turned out to be not the “right” sort of technicians.
We have cancelled the service and now seem to have fallen harm as they in tuen cancelled my HBO and Starz TV channels.
I am trying to reach the head of their customer services organization Rick Germano to discuss, but have failed to guess his email and I doubt the people I have asked to forward my feedback on will do so.
So many false info and pomises not kept to help us in a week is truly incredible and frankly insulting.
Richard in ATL
September 10th, 2009 at 6:02 am
I have subscribed to Comcast for the past two years overall the service has been bad at best. I moved into my current place of residence around a year ago. Before I moved I called Comcast to move my services. I also wanted to upgrade my package to include cable instead of just having internet. I went to the Comcast offices and everything was working smoothly; they sent out there team to hook me up at the wire. I live with four other people and as part of a package they gave me 3 additional boxes great. I got everything set up then a couple of the boxes started going fuzzy. I went back to Comcast and complained, they hooked me up with new boxes great. A month goes by no problems with my service I get my monthly bill. Except this isn’t just a monthly bill this bill is two months and the transfer fee. I decide that it was my fault and just leave my bill a month behind. Meanwhile I get call after call telling me I’m past due. After a few months 50 courtesy calls and two or three final warnings I decide that its best to start paying off my past due. So now I am roughly 30 dollars past due I think I am all right. Lately I’ve been receiving more courtesy calls than ever and I’ll take a guess and say that it’s comcast’s reaction to a poor economy. Instead of fixing the company take it out on a loyal customer, great. I will forgive them for there blackouts and screw ups if they are a little more lenient on my balances. Tonight I tried to order something from on-demand pay per view and a message pops up i assume because of my 30 dollar balance. so I call and I assumed correctly and then I decide to ream the girl working customer service in Denver,”Denver I live in Albuquerque?” So she tells me there is nothing she can do, of course not she isn’t even in the same state as my service. All I can ask is that: Comcast shouldn’t outsource there work if they want to see a better economy, they should actually think about all of the bad movies they put on-demand, and they should be a little bit more lenient with there long time paying subscribers. I work in a restaurant as a cook, if you send your food back to the kitchen because it sucks a manager will comp. your meal and us cooks will proceed to make your food the way you want it. If I can do that for you, you should be able to do the same for me Thanks.
September 10th, 2009 at 6:18 pm
I have been a Comcast customer for seven long years. Five years in D.C and two here in California, and I can safely say that till date I’ve never had a worse service-related experience with any company as the one I’ve had (and am still having ) with Comcast over the past week.
The trouble began with a request for a transfer of service (for phone,cable and internet) from my old house to my new (in the same locality) a month before the move in September. Here is the list of events that have got me fuming and has led me to this site:
- Firstly, our service got disconnected on the 31st of Aug , when the transfer date given was 5th of September !! After spending three exasperating hours on the phone with several customer service reps, without receiving any explanations for what happened, a technician arrived late the next day to reinstate the service.
- After our move, we were to have the service up again on the 8th of September. We waited half the day for the field rep (since we had no phone or internet, you can imagine why we were anxious) and when he finally arrived at noon, I was told that he had never received the work order from the office in the first place, till we called to check that same morning !!
- A day after our service was transferred and ‘set-up’, the phone line went down again. Upon calling customer service, we were given a 24 hour time-frame within which the error would be fixed (which was apparently a problem at their end) and if not, we should call back and check why.
- Today, two days of living with a ‘dead’ phone, when we called up customer service (yet again !) all the rep had to say at our plight was “I’ll log that in and in case the line is not up by Friday, you can call back on Monday and check ” !!!! Does it really take a week to get a telephone line working in this day and age ? Sometimes you wonder how anybody ever made it up to the moon !
Well…well… now somebody tell me why, after having spent $160 per month for the bundle service for over a year (which I find exorbitant anyway), and having been through such a terrible experience with Comcast, should I still stick with them as a customer ?
And how do you explain what’s happening at their end ? Is it a lack of communication, training, technical support, or just plain disinterest in their job and their customers. I always thought they knew that a good product doesn’t attract business, great customer service does. And as for me, I’m on the market already to check for better plans, and deals on phone, cable and internet services in this area. Its bye-bye Comcast for me…
September 10th, 2009 at 6:23 pm
I agree completely. The disadvantage of a bundle service is that when something goes off, you’re literally stranded, with no TV, internet or phone. Its like going back to stone age ! You should check up on AT&T for landline and internet. I hear they have great service in the area.
I’m not sure about cable though, there’s always direct TV. Good luck !!
September 10th, 2009 at 7:49 pm
Update on my posting from September 5th:
(http://customer-circus.com/?p=71&cpage=3#comment-17199)
I can see above that Frank did at least comment, thank you, but not really addressed the issue of a “centralized” converter box (which would still allow content providers to keep an accurate track of who’s getting what), BUT I also mailed my comments and links to my on-line postings (factual, not arrogant or rabid).
By Tuesday morning, I had a PERSONAL mail from an execute customer care rep in my area. She asked me to provide my contact information (number) so she could call me.
She did this morning. We had a long and very pleasant call. I very much appreciate that and the fact that – even though she might not short term be able to change anything – did take time and effort to listen to me as a long-term customer (going on 9 years while it sounded like the average Comcast customer is in the 5 year range). She also clearly did acknowledge that there are areas in the country where Comcast’s service is worth complaining about (Pacific Northwest is NOT one of them, service has been rock solid, part from a few voice drop-outs mentioned above).
What she did do – and that I AM VERY APPRECIATIVE over – is that she did provide me with a better rate, something that has been a pet peeve for a long time. Her take – as well as mine – is that why are all the “goodies” going to new subscribers while LOYAL and LONG TERM customer get stuck in over priced rate plans with no options – unless you defect and then come back. Does not make sense…
Saying that we get XX channels “extra” or 20Mbit instead of previous 10Mbit, for same price really does not work since it has no real value to the customer (it is only a trick to keep the average subscriber cost high). If I am driving a car with 200HP and is happy with that, do you think I would pay extra to get 100HP extra that I do not need? Unlikely. Extra channels “for free” or “massive” added throughput works the same way…
I will not mention your name her, but I do appreciate your call, your offer, and more so the offer to be a “direct” channel into Comcast locally in the Pacific Northwest. Only suggestion I would like to give you, is that do not refer to “them” all the time when talking about Marketing or Technical Services. They are all part of “you”, Comcast Corporation.
So, to finish, I am still happy with Comcast’s “technical” service (part from the darn converter boxes – they CAN be avoided…) and after today’s call I am also more happy with the cost for the services I receiving. Only sad thing is that why should we have to “complain” and raise over voices to be appreciated as (long-term) customers? Even “no-name” agreed and wanted to be more pro-active towards existing customers.
Comcast – in that area you still have your work cut out for you!
September 10th, 2009 at 8:00 pm
And forgot to add to my above post (this is really in response to Frank Eliason’s note; “This is also why all other providers, except cable, require security devices for receiving channels.”
The “exception” in having “security devices” might also be one of the primary reasons many – so far – have choosen cable TV. Less clutter, fewer boxes, straight forward cabling, regardless if you have one or 10 TVs in your house. We are only two, but have TV in living room, bed room, media room, craft room.
In the process of our ongoing remodel, as well as having pulled a new conduit in from the street and Comcast’s termination pole, I am also putting vertical conduits in the southern facing wall. Just in case there’s ever going to be a satellite dish mounted pointing to the southern sky…
September 11th, 2009 at 7:00 pm
Cable box went about an hour ago & I’m waiting for a supervisor to respond. I can’t get a tech out for three days!!! About a 30 mile round trip to the Comcast site to pick up a new box. One of a multitude a problems for a number of years. I first spoke with John who was unable to help, then with Kyle, the supervisor, after a l-o-n-g wait. I also asked for permission to tape the call, which was denied. When I asked them not to tape the call, Kyle then wanted to terminate the conversation. I cannot believe it would take 3 days to have a tech come out. Their tech runs are not convenient for working people. I will not get a credit for running the box back to their service center. I am now waiting for Sharon Murphy’s voicemail (Kyle’s supervisor) to leave a message with her. Now 68 minutes into the call. I have now been waiting over ten minutes for Kyle to hook me up with Ms. Murphy’s voicemail. 74 minutes into the call I then was transferred to Jennifer, who was on the same supervisory level as Ms. Murphy. She did not give me permission to tape the call. She offered a $ 20 credit to drop the box off including the service interruption. I then found out Comcast has been charging me for three boxes!!! I have only two. This is another overcharge!!! They also overcharged me for service when I received a one year special deal which turned out to be six months. Now on call for 81 minutes.
Will get $ 30 & change, but no additional money due to “human error”.
Jennifer even verified that I did ask for two boxes. No extra money was given to me even though it was Comcast’s error. 89 minutes into the call. Needless to say, I am not a happy man!
September 12th, 2009 at 5:01 pm
As a former employee of the Colorado Springs Market I have an inside scoop about Comcast.I was hired to be a customer service rep.in the local office.Most of the time dealing with irate customers because of being lied to over the phone or a door to door sales man.My manager who has the initails of Z S.Only wanted us to sell product and told me that customer service was someone else’s job.How am I going to tell somebody that to their face!Chances are that you are being charged late charges when your account is not pass due!They are not concerned about a quality product and this stems from management like Z S.If you want to complain about managers like Z S contact the BBB ,the city,the franchise authourity and as a last option the senior VP at SCOTT_BINDER@CABLE.COMCAST.COM.yOU ARE PAYING AND SHOULD BE HEARD PEOPLE LIKE Z S HAVE NO IDEA ABOUT THE PRODUCT AND ONLY WORRY ABOUT HIS BONUS!!!pEOPLE LIKE HIM SHOULD NOT HAVE A JOB IN A CUSTOMER SERVICE FIELD.i WAS PROUD TO DO A ONE ST
OP RESOLUTION FOR CUSTOMERS BUT BECAUSE OF MANAGEMENT IF YOU WERE NOT PADDING THEIR BONUS YOU WRE NO GOOD TO THEM.LET YOUR VOICE BE HEARD AS YOU ARE BEING NICKELED AND DIMED AND RIPPED OFF!!!!!!!!!
September 12th, 2009 at 10:45 pm
Truly Hysterical; My rants as a former comcast employee. visit my blog, read, rant, share.
September 13th, 2009 at 8:14 am
I am a current ComCast customer and have been so for many years. As they have launched new technology I have upgraded services to be able to use those technologies. Those upgrades have never been seamless, but then I didn’t expect them to be as we are speaking about technology,and the glitches that go with it.
What I have discovered over the years is the change in corporate philosophy that allows employees to care more about their company’s time than mine. I have watched good and knowledgeable employees come to my home to take care of a technical issue and each of them displayed the pressure to HURRY UP AND GET DONE SO THEY CAN MOVE ON TO THE NEXT CASE.
These are good employees placed in a bad position. They are capable of, and want to provide great service but are hindered by a corporate structure that cares more about quantity than quality.
After switching from regular ComCast phone service to Digital, I spent about 16 months speaking to various ComCast employees form the corporate employees to the mangagers, to supervisors, to techs on the phone, and in my home in an attempt to make the service work for me.
I was very patient with them considering the fact that the service costs continously went up regardless of their product not working appropriately. Over time I discovered that ComCast had begun to use contract employees who were less knowledgeable and who did not care if they showed up on the correct day, if they were on time, if they were neat, or if the job was done correctly. They had no investment in the company and it showed in their work.
In speaking with the supervisors who I had come to know so well over 16 months, customer complaints went up tremendously. The fall out from those complaints fell on the shoulders of those regular, long time comcast employees who had nothing to do with the poor work being performed by the contract employees. This was just about the time that the regular employees were voting on whether or not they would be represented by a union.
Unions do not spring up for no reason. They are earned. EVERY TIME. Typically earned because of a management philosophy that promotes managers who are not well known for their customer care or employee relations skills but ARE known for their employee intimidation skills, which for some ridiculous reason is a skill that has been much admired for some time now, not just in ComCast but in businesses throughout our country.
This type of manager cares more about their bonuses, as charged in another post here, than they do for their employees,or for their customers of for their company. They were rude and unrsponsive on the phone. They would lie and blame everyone but themselves for mistakes they personally made. It is a shame because there are managers there that are great customer service people and great employee relations people, but they don;’t get the promotions that the bad managers do. THis is the type of manager that practically guarantees that Comcast will end up as a Unionized shop. Unions are earned and ComCast has been doing their level best to be sure that they will earn one.
Rather than taking care of business and the employees that are so valuable to their future, they are coming up with schemes where they count the amount of potty time that emloyees take! This type of manager is heading right to the top!
In the meantime, the only thing that has kept me a ComCast customer for so long is the frontline empoyees that work as hard as they do and are so vastly underappreciated, and who understand that the customer is integral to their future. When you need work done make sure that ComCast understands that you will NOT accept a contract employee coming into your home. When a true ComCast employee comes in to service your system, the work is exemplary.
Now if they would just spend the management bonus money on an employee mediator to address the true concernes of their loyal employees, they may just avert a union and they may keep more of their loyal customers in their conrer and buying their product. It costs approximately 10 times more to obtain a new customer than to retain an existing customer, and if ComCast doens’t wise up now, they will lose.
In the meantime, I have decided to go with Verizon. They treat their employees better and that trickles down to far better customer service. I will miss some of the folks who have come into my home so often in an attempt to adjust what they can to be sure that I am recieving what was promised and what I am paying for. But then again, a lot of them are moving over to Verizon too. I am told that they don’t count your potty breaks there!
September 13th, 2009 at 7:12 pm
Frank, like all Comcast higher ups, simply is NOT listening to customers OR employees. I, and all employees I know, am all over creating the best experience for our Customers but management is seriously NOT! I am FINE with working in the 12 to 6 am maintenance window. What I am not fine with is pulling a regular 40-60 hour daytime shift, plus on call duties (responding within a few minutes anytime in a 24 hour day) and ALSO working so much during the maintenance window.
We are seriously overextended and dangers to ourselves and others from sleep pattern disturbance and sleep deprivation. I am sure we are violating OSHA laws here but NO ONE IN MANAGEMENT CARES despite having names like ComcastCares!! Maybe after a tech. dozes off at the wheel and careens into a bunch of school children waiting for a bus the problem will be taken seriously because it sure is not being taken seriously now. I work in the Detroit area btw if you’d like to know.
As you can see from company line spouting guys like Frank, you either take whatever nonsense is thrown at you or you hit the highway. Any criticism of any bad employment practice is framed as not being customer focused. Also, it’s well known among Comcast employees that the employee survey is a joke. For one thing there is absolutely no way to do it anonymously without identifying yourself by reporting precisely what work group location you’re in. Everyone is scared to death they will be ID’d and targeted for termination if they complain about the facts. Not many can afford to look for a new job in this economy. There’s no way to do it off the Comcast IT network or off your own log in. You also need a unique number that is all your own to even do the survey. That said, no one I know filled it out with anything even slightly resembling glowing happy comments that Frank implies.
What is seriously the most offensive thing to hear after giving so much of my life to Comcast in great customer service are veiled threats like when Frank said “I like to see us keep the most Customer centered employees that are part of the new credo. I would suggest you speak with your leadership team regarding your experience and how you can assist Comcast in creating the best experience for our Customers. If this is not your focus, then maybe it is time for a new career path. Either way, I wish you well.”
I really doubt you do wish me well at all Frank. I think you would be much happier living in a fantasy land where Comcast really does care for customers and employees.
——————————-
ComcastCares says:
To Comcastaway23 I for one am pleased that we do our maintenance in a way that better serves our Customers and causes the least impact to them. I would also disagree with your assessment of employee feelings toward the company, because as you know we survey our employees regularly and the data suggests something much different then your opinion. I like to see us keep the most Customer centered employees that are part of the new credo. I would suggest you speak with your leadership team regarding your experience and how you can assist Comcast in creating the best experience for our Customers. If this is not your focus, then maybe it is time for a new career path. Either way, I wish you well.
Frank Eliason
Comcast
September 14th, 2009 at 6:00 pm
I took a day off of work to get a few things done around the house here in Sykesville, MD. One of those things was getting a couple of CableCards installed in my Tivo so that if I’m away on temporary duty or deployed (yes, I’m in the military) I’d be able to Tivo my college team’s football games in HD. The date I took off for this was September 4, 2009. I had called Comcast to see where I could pick up the CableCards and was informed that a technician had to install them. The instructions are in the Tivo manual and simple to follow (unless you’re a Comcast technician, as I found out). So, since I had no choice, I made the appointment for the installation of two CableCards in accordance with what the Tivo documentation said I needed, for September the 4th, 10:00am to 1:00pm. September 4th came and to my pleasant surprise the Comcast technician showed up 15 minutes early, at 9:45am. Unfortunately he showed up without any CableCards. He said he thought I had them. I told him that if I had them I wouldn’t have made an appointment to have them installed but would have installed them myself. I noticed the work order on the clipboard he was holding referenced only one CableCard being installed and brought to his attention that I was supposed to be getting two CableCards installed. So, he called the office and scheduled a second appointment for the following day, Saturday, September 5, 2009, for another technician to bring and install the CableCards between 7:00am and 10:00am. At around 10:30am Saturday the technician arrived with two multi-stream Cablecards. He assured me that one multi-stream CableCard would work in my Tivo and that two CableCards were not needed, even though the Tivo documentation said that I needed two in order to watch one program while recording another. The first multi-cast CableCard was defective and it took a good hour and a half for the technician to figure this out. One determining the first CableCard was bad he tried installing the second. I had provided the technician with the Tivo documentation but I noticed during the entire time he was here that he was not following the Tivo directions; he was not even referencing them. Throughout the attempts to get the CableCards functioning in my Tivo, he was inserting and removing the CableCards quite frequently even when the message on the screen said that a particular function was in-process. At one point he also inadvertently unplugged the Tivo in the middle of the Guided Setup by pulling the Tivo out too far from the electrical outlet. He couldn’t get the Tivo restarted after this and so finally after watching him flail for a good half-hour I interjected and got it running again myself. I know enough about computers to know that it’s a bad idea to remove a component or do a hard shutdown if something is in process. FInally he got the one multi-stream CableCard partially working (only some of the channels were working and only one channel could be tuned at a time, hence I was unable to watch one show while recording another) and he told me that although not all the channels were showing right then that the other channels would populate and start working over the next few hours. He also said that since the multi-stream CableCard was not compatible with my Tivo I would need two single tuner CableCards (gee, didn’t I say when I scheduled the original appointment that I asked for two CableCards in accordance with the Tivo documentation?). I had him call and schedule yet a third appointment for September 9, 2009 with a window of 4:00pm-6:00pm for the installation of two single tuner CableCards. The morning of the 9th I called to confirm the appointment and received a recording statin that the appointment was for 12:00pm to 3:00pm. I spoke with a customer service representative and explained the whole ordeal and how I had made the appointment for 4:00pm to 6:00pm and not 12:00pm to 3:00pm. She said she would try to change it to 4:00pm to 6:00pm as I had originally scheduled. I received a call from her later in the morning in which she stated she had been able to get the appointment changed to 4:00pm to 6:00pm. So, I took off from work two hours early to make the appointment. At 6:00pm on the 9th the technician had still not arrived so I called customer service to see what the delay was. They informed me that the work order had not been picked up and so the technician would not be coming out at all. So I had to schedule what would be the fourth appointment. I scheduled it with the same customer service representative that informed me that the technician was not coming at all now on the 9th and made the appointment for September 14, 2009 between 4:00pm and 6:00pm. So on the 14th I took off from work two hours early to make the appointment. When I got out to my truck at 3:00pm to drive home I noticed I had a missed call from an unknown caller at 1:34pm but there was no voice-mail message. At 4:30pm while I was waiting for the technician to arrive, I thought to call and check if the appointment time according to the automated recording was the same as what I had scheduled. Sure enough, it wasn’t; the automated response informed me that the appointment was for between 2:00 and 5:00pm. SO I called customer service and was informed that the technician called at 2:00pm to reschedule the appointment because he didn’t have the CableCards and left a message. I informed her that the only call I had was at 1:34pm and no message was left. I went through the whole ordeal with her and what do I have to show for it: She’ll call me back (sure she will) to schedule a FIFTH appointment and a $40.00 credit to my account for the trouble (the time that I’ve taken off of work, two appointments where the technician was a no-show (three if you count the original appointment when the technician showed up without the CableCards!), and all the wasted time on the phone with customer service and they think $40.00 is compensation)! If Comcast really wants to make up for it they can pay Verizon to run their FIOS into my neighborhood so I can make the switch!
September 15th, 2009 at 3:56 am
We recently switched from AT&T and DishTV to take advantage of Comcast’s highly-touted Triple Play. However, we have had reliability problems right from the start and continuing. It took us three weeks to get a home phone.
The phone and internet crashes continually for no discernable reason, and then when we contact Comcast tech support, we are told that we must pay $25 for each visit to correct the problem, even if they are clearly at fault.
This is ridiculous and just taking advantage of customers. They should conduct a full audit, and correct this problem without holding us up for yet more money.
September 15th, 2009 at 4:01 am
I forgot to add that with all the incovenience with crashing of our internet and phone services, we should be given some type of credit. We wonder sometimes if we should have stayed with AT&T and DishTV.
September 15th, 2009 at 6:14 pm
No one has a problem with their picture freezing or getting this checkerboard on the screen during programs? Comcast says it is something wrong with my house, but never had a problem before they switched to digital. I’ve met other people that have the same problem. Is this some secret Comcast problem that they can’t handle?
September 15th, 2009 at 6:24 pm
My Comcast tale of woe.
Friday, September 11, 5PM: Lose internet connection.
Call 1-800-COMCAST to report. Told: There’s a problem in your area. We’re working on it.
7PM: Repeat above.
10PM: Repeat above. By now it is obvious. Whoever was supposed to work on it went home, leaving it for the Saturday crew.
Saturday, September 12, 9AM: Internet still not working.
Call 1-800-COMCAST to report: Told: We fixed the problem. YOUR computer has a problem. We’ll send a Tech Monday between 11AM and 2PM.
No willingness to give a customer service number.
No help.
No one to call back.
Tiffany and Tina disappeared.
No Internet.
Sunday, all day. No Internet.
Sunday 9PM: Internet reappears. No truck, no call no nothing. Someone flipped the switch when they came in Sunday night.
If they weren’t a monopoly they would be a corpse.
September 16th, 2009 at 3:52 am
Is it better to use the 1-800-comcast number or the local number? We always use the Nashville #, with mixed results, but someone always answers, which is more than i can say for national tech support.
It’s clear that these people at Comcast have some serious reliability problems with their internet and phone. We have way too many crashes, but nothing is ever resolved. I suppose we will have to contact the BBB or the state utilities commission. Anybody have better ideas or another contact number?
September 16th, 2009 at 5:16 pm
Account number 8495 44 450 1248046
EVERY MONTH I am sent an erroneous statement telling me to pay approximately three times what I owe. EVERY MONTH I have had to go through Comcast’s customer service rigmarole and I am told what I really owe and that the statement will be corrected next month. The statement has NEVER been corrected. This past month customer service stated I really did owe the $60 plus amount on the statement, so I asked to talk to his supervisor. The supervisor called once when I was out, and has not returned any of my calls since. However, I am being INUNDATED by people from Comcast telling me to pay-up. I have told them to cease and desist, but they will not. I have already received two calls this afternoon. I talked on-line yesterday with a Comcast rep, and I have the entire conversation that staes I am paid-up into next month. Can someone give me guidance on filing a government complaint?
September 16th, 2009 at 6:26 pm
Are you correcting through customer care or the billing department? If doing through customer care just remember they are on call timers to push high volume, and though they might set it aside to work on they can bombed with another call, then another, then another, all in a mad rush to meet those time quotas and can easily get forgotten about. If you are doing this through the billing department then they are dropping the ball. They arent as tight on the call volume requirements the call center is and arent pushed as hard to spend some of that time on sales.
Oh and just fyi from the name i’m using I am an employee. One that is tired of seeing the type of posts i read on here so I will start posting from time to time to try and help, give tips/tricks and ins/outs to try guide people in a better direction. I would have to say 95% of the complaints I read here are totally preventable and its odd how it seems to be in the same 2 or 3 regions too….hmmm. In my region stuff like this is a needle in the haystack. it happens but but closer to a tolerable rate for a volume business. More saying our region is probably the best in the country, if not the industry.
September 17th, 2009 at 2:46 pm
Thanks for the comcast contact email address ‘YOU SHOULD BE MAD’. Do you, or does anyone have any of the other senior executive’s email addresses or phone numbers. I am also interested in getting specific contact information for each member of the board of directors. When I have an extended period of time to detail my issues with Comcast, I will post them, but suffice to say, after taking 8 weeks to get an actual install and subsequent disconnect 2 months later as billing was going to a fictitious address,and been waiting since June for any of the multiple ‘supervisors’ to return my calls. The challenges in dealing with Comcast have been BEYOND any experiences I have ever had in corporate America and it seems my only option at this point it to interact directly with those folks influencing the corporate direction and culture. Any info or recommendations are welcome.
Sincere regards to my fellow Comcast victims!
Scott
September 17th, 2009 at 7:12 pm
Most of the corp or regional names can be found through our websites, and caugh caugh first_last@cable.comcast.com.
September 17th, 2009 at 9:00 pm
Dear Whos Jane.I documented everything so if you get a lawyer send he or she my way.
What comcast does to customers and employees needs to be fixed.Managers that have no product awareness just bonus hungry fools that like to play foosball all day,mean while customers needs and expectations ate not met.If they were not a monopoly they wld be out of buisness!!!
Go get them Jane!!!!!!
September 18th, 2009 at 2:20 pm
My wife recently purchased me a 160gb Playstation 3, the glossy one that looks like it was designed by bang and olufsen, one week ago, today the comcast technician installing the cable box, was about to put the cable box on top of the curved glossy surface, when My wife said don’t do that which caused a conversation about why it was wrong on so many levels. He out the cable box on the floor and she walked away for a sec, came back and the cable box was on top of the PS3 and consequentially scratched the surface of the console.
I call customer service and after explaining what happened, the rep says he can only put in a ticket for a return phone call in 72 hours because no supervisor is available, and it takes 72 hours to go through. BS! The technician was also there for around 4 hours and was unable to connect the internet.
This is there job to be competent in electronic installation and care, This playstation is now damaged and not even a week old, So if I returned it to Best Buy for any reason, would I be liable for the damages?
September 18th, 2009 at 2:57 pm
p.s.acct# 01638 54455908
September 18th, 2009 at 3:41 pm
I’m not even a comcast customer, never have been, and their customer service still upsets me! I frequently receive computerized phone calls telling me I need to bring my payments up to date. I call the 800 number it gives me and tell them my phone number. They admit it was an error and tell me they’ve fixed it in the computer and it won’t happen again. I received another computerized phone call yesterday and now I can’t even get through on the number they gave me. How do I get them to stop?
September 18th, 2009 at 8:04 pm
Ok, have any of you customers ever had one of the Motorola boxes with the built in cablecard(host box)? Ever get the infamous white screen of death? the one says “not authorized please call” in red letters? Ever wait 2-3 days for an appointment that lasts all of 2 minutes to fix makeing you steaming mad? Here is the deal on that, sometimes the card and box arent paired right and that magic trick the field tech did was called VALIDATION HIT!!! yes i’m using caps. we have been bringing this up in almost every meeting we have for ages that all the box needs is a VALIDATION HIT. But yet truckrolls still go out cause no one listens and sends info around the departments. Hopefully someone in corp reads this and passes the info down, cause lord knows trying to pass it up or over to another department is just a huge waste of time. So customers tell the rep your talking to “VALIDATION HIT”.
I love the fact we have an easy fix like that to keep the schedule on time or heaven forbids be able to stop for a lunch break. But I am so tired of seeing customers frustrated for no reason, not to mention bagging a co-worker for a repeat they didnt earn but hey everything is tech-ops fault. Further more isn’t like 100-125 dollar minimum business cost to get a truck to someones house? Between the callcenter, routing, dispatch and finally us? so PLEASE PLEASE PLEASE pass the info down VALIDATION VALIDATION VALIDATION HIT!!!!
Ok so I didnt mean to rant in that manner but maybe that will get the message over to our csr’s, save customers time and save us money at the same time by a simple VALIDATION HIT.
September 19th, 2009 at 9:27 pm
I live in Pueblo CO and comcast has told me 5 times now that my internet is 10kbs because they cannot provide full internet to my whole town(there are too many people in your neighborhood). So my question is should I call a newschannel and have them do a report on this? or go to bussiness bureau and report comcast for false advertisement and ripping me off since obviously they can’t provide the service I am paying for.
September 20th, 2009 at 9:46 pm
Hi, let me first give you all a little background info about my situation. I am a college student who has been without Comcast TV & Internet for 3 weeks now going on 4. As you can imagine with school, having no Internet is a major inconvenience (I’m writing this by borrowing neighbor’s poor WiFi signal.) So here is my story thus far…
I was scheduled to have a tech come out on 8/31. The tech comes out, and can’t receive a signal in my room. He tells me I need to have my room rewired. He said someone would contact me with 72 hours, and the rewire should happen within a week. He leaves me no paperwork or phone number to call what so ever. Three days go by and no one has contacted me, so I call the 1-800 number and of course there was no appointment ever made. So now they give me the same story about how someone should contact me within 24hrs. That goes by, and I call back day after day. I am told by numerous employees several times they would contact me right back. I get forwarded to the “supervisors” they can’t do anything for me, they never call me back, I leave messages on their answering machines and everything. It gets better.
I manage to set up an appointment for a Sunday morning, where the lady confirmed to me 3 times that they do rewires on Sundays. I wake up at 8am to a phone call twice telling me they have no idea why I was scheduled for a rewire on Sunday, since they don’t come out. I continuously call back and no one can tell me anything. I continuously call back and am given no answers and am promised to be called back about my problem…but no one ever calls.
It’s now 9/16 over 2 weeks without service, when I call the 1-800 number again for about the 10th time. I was told by the representative (apparently at the national help desk?) that I was not even in their system at all, but anyways she would transfer me to the cabling department. Well apparently Comcast’s cabling department is now a phone sex company. YES, you read that last line right, I was greeted on the other end of the phone line by solicitations to order PHONE SEX! I call back really upset (although it is hilarious in an upset tone) and am told that I am in the system and I have an appointment for an MDU (multiple dueling unit) crew to come out 9/18 which I had no idea of what so ever. So because of my class schedule I change it to 9/17 at night, and I confirmed it with him numerous times and he said yes it would get rewired.
Well 7pm rolls by and no tech comes out, and I receive no call. I call the 1-800 number once again and am greeted and then promptly hung up on for no reason (I only told them my name, in a normal tone). I call back really unhappy and get this gentlemen who transfers me to dispatch. I talk to dispatch tell him my whole story (he laughed real hard about the phone sex incident), he told me that apparently all of the appointments that are being made are magically being cancelled. He then takes down my info and said he forwarded to 3 of his supervisors and the tech supervisor of my area. He stated someone would call me on 9/18, which they didn’t, or tomorrow 9/21 and my issue would be resolved this week.
Well I just have a funny feeling I am going to receive no call tomorrow. I have racked up over 130 minutes spent on the phone with Comcast, and nothing has been done at all. I am no going on my 4th week without TV/Internet service and am beyond frustrated and upset. I am downright ANGRY!!!!!!!!!!!!!!!
September 21st, 2009 at 4:03 pm
Comcast has the worst cusomer service of any compant I deal with. They charge you to service equipment they RENT to you, and the only way not to get charged is to sign up for their service plan which they also charge you for. It is a rip off. If you have comcast,SWITCH, if you don’t,STAY WITH WHAT YOU HAVE.
September 22nd, 2009 at 6:25 am
I am a call center employee loccated in FLorida who is doing this out of his own jurisdiction and probably putting my job on the line but I don’t give……anymore. The reason why people are so unsatisfied and miserable due to poor customer service is because the misery comes from withing. I have worked for 5 years for this company and they are greedy every minute. Here is the truth from withing. We cannot spend more than 10 min on the phone with the customer, if we do the customer gets to hear the supervisor’s ranting near my ear set saying “you need to wrap this up”! The after that I have to apologize to the customer because he or she heard it. It is no longer spend time with the customer until his or her issue is resolved, it’s do it in the min or we fire you.
My dear and respected customers( At least by me and other employees who actually put their hearts and efforts) if you think customer service is going to get any better well at the moment it is not. In my part I have made a personal oath to ignore every greedy request given to me from up above the chain and made it a personal, we could call it a Vendetta, between me and the company I work for. I want to help the customer but Comcast only wants me to do it in 10 min. Oh and another thing that my Supervisor told me the other day taht I think you all should know. Most of us who take care of you all actually care and put their outmost efforts ro resolve your issues. If we have to call you back, we cannot do it to everyone, it hurts the numbers according to them. We are numbers to them. They don’t see the sweat, the effort, the personal sacrifice and skill rquired to handle so many angry customers. My supervisor understands what is going on but the pressure comes from someone above him. He has a family that he has to take care of so he would not put his job on the line to do what is right and I understand but someone has to make a stand and I am. I may be only one but I will some how change this, eitehr through this online thing or from the inside. I will be bold even if it gets me fired.
September 22nd, 2009 at 7:41 am
I subscribed to Comcast high speed internet and telephone service in April 2009. For the first month I had no problems. After that the service did not work a large part of the time. Comcast was called several times and finally said that they would send out a tech. I waited all day and the tech never showed (the customer service rep said “what color is your door” and when I said “blue” she said that the tech knocked on a “blue” door. I told her that my wife and I were here all day and that the tech couldn’t have knocked on our door and oh by the way isn’t it the policy to either call the customer or leave a tag for a no show. The rep agreed and couldn’t give me a quick answer why the tech didn’t do this. They set another appointment and guess what – the tech never showed again (said the computer cancelled the appointment).
After several visits to our home (each time I had to take off of work) they could find no problems. At this point I gave up and switched to VERIZON!!! After I cancelled my service Comcast found that a service “node” was out and had to be repaired. I was told that this node served at least 62 potential customers and several customers had problems for an extended period with Comcast.
Cutting to the chase, I discontinued my service two months ago and turned in my equipment to Comcast and got a receipt. At the time I was told that I would receive my refund in 4 – 6 weeks. After that time I called Comcast and the agent asked me if I turned in my equipment. I replied that I did and I also had a receipt for the return. The customer service rep told me that Comcast would “have to search their inventory and see if they could find it”. When I told him that I really didn’t think that it was my problem whether or not they found the equipment, since I had a receipt I was told that there was nothing he could do since this was the protocol.
To make a long story short for a long time I thought that Comcast was just full of incompetent boobs. Now it is my opinion that Comcast intentionally lies and misleads people. I also believe that Comcast intentionally did not send my refund. It is only $76 dollars but if they get that from everyone that cancels their service then Comcast makes a lot of money.
Please do not use COMCAST unless you want to bring aggravation and stress upon yourself!!!!!!!!!!!!!!
September 22nd, 2009 at 10:44 am
Sending this as an FYI to any business class customers:
I own a small company and host websites for a few local businesses on my Comcast service.
Yesterday my service started dropping at random times. After looking through logfiles and checking the modem out, it seemed as if the modem was rebooting itself.
I called business class support and explained my situation. IMMEDIATELY, the rep told me to check the output of the power cord against the input requirements of the modem. Sure enough, the power cord was pumping 1.25Amps, and the modem required 1Amp.
Now this is OBVIOUSLY a known issue, as comparing transformer output to device input is not a normal 1st step in troubleshooting.
The rep said SMC shipped the wrong power cords with the modems.
So my question is this:
Why did Comcast not send a notice out to their business customers informing them to check and see if they had the faulty equipment? I could have had it replaced prior to the point of failure.
He said since I had the modem for so long with too high amperage, it’s probably fried the modem, and will need to have a tech bring me a new one. The earliest they could have someone out was between 7AM and 10AM the next day, and they would bring me a new modem. When I asked if it was going to have the right power supply, the rep said “I can’t promise that, just check it after the tech installs it.”
7AM would mean my service would be interrupted for 14 hours. Without a choice I get my ref # and hang up.
This morning, I wake at 6AM, push back some meetings until after 10, and wait for the tech to arrive. 10AM rolls around and no tech.
So I call the business class support to find out whats up. The rep tells me my appointment is for 11-2. WTF? I give him my ref # and explain its for 7-10 not 11-2. He says “It says here 11-2″. I tell him thats no good, cause I have appointments to get to and to tell the tech to just leave the modem. I can hook it up. He says he has no way to contact the tech.
I ask him what type of compensation I’m going to receive for being told 7-10 then them changing it to 11-2 without telling me, and me wasting 3 hours of my day waiting. He says he’s not going to do anything over a scheduling miscommunication. I yell into the phone that Comcast sucks fucking ass, and hang up.
So I call my wife and have her come and wait for them to arrive, and to get the modem and put it in my office.
God I can’t wait until FIOS makes it to my area. I’ve already shitcanned Comcast for cable, and got DirectTV which I have had one small issue with, but they QUICKLY took care of it for NO CHARGE!!
So just a heads up to any business class customers with an SMC modem. Check the transformer output against the modem input and make sure they match. If not, have Comcast replace it before your service gets interrupted by a fried modem.
My ref# for this supposed 7-10AM visit is: CR180468275
P.S. Comcast Sucks! Please, Verizon, bring FIOS to my area soon, so I can completely rid my life of their shitty service and support.
September 22nd, 2009 at 4:04 pm
Ok, follow-up:
I got home today, and the tech had came and dropped off the equipment. I go into my office, and low-and-behold…. hes only dropped off power supplies. All different voltages and Amperages. He left a message to use the one I need, and toss the rest.
If the modems fried, what good is changing the power supply going to do?
Regardless, I changed it. In about 4 minutes, my service had dropped.
I grabbed the copy of the workorder he left and called tech support.
I explained the situation, and the tech ran some tests. She told me I had a low signal and would need to send a line tech. I asked when that would be she said “Not very long” I said “5 minutes, 10 minutes, an hour, tomorrow?” She said “Oh it will be tomorrow.” So I went off. I knew I shouldnt have – but Im fed up with Comcast. Ive already been down for 24 hours, and they want to add another 14 to that?
She tells me to stop cussing or she’ll disconnect me… I tell her Fuck you bitch, disconnect me, and hang up on her.
I then notice that on the workorder he left, I had been charged $164.95!!! WTF?!?
So I called billing.
I grab copies of all my bills and we go back and forth about what the charge is for. She says Im two months behind on my bill (which is ~ $98/month) but I point out in my bills where Im up to date.
She says a Billing rep will have to call me back and it will be 24-48 hours.
Typical Comcast!!! Im done – Im emailing the email address left early in this thread, and if my business’ service isnt working top notch tomorrow, im done…
Fuck Comcast!
September 22nd, 2009 at 4:05 pm
Oh, also – the tech said they cant schedule the line tech to come out because the guy who was here this morning hasnt closed his workorder yet. He was here 6 hours ago…..
September 22nd, 2009 at 4:23 pm
I initially scheduled service for an internet install using the online account settings. It was set for Sunday the 13th but when I later called Comcast they did not have a record of this and rescheduled for the 14th. I later confirmed this appointment by phone with a representative who had the incorrect address on file. I’m 67 South Mountain Road and they had registered School Street. I corrected this and then waited until the day of the install.
On September 14, 2009 a representative arrived 20 minutes late. (I took a half day off work to be there between 8 and noon and he arrived at 12:20). He apologized saying he had “School Street” in his records. He then said he couldn’t do the install because the line wasn’t dug. He promised to contact the company about construction work and to contact me personally.
I didn’t hear anything so on Wednesday the 16th I called Comcast again. A representative said the work had been done and scheduled another install appointment for the 17th. Again I took time off of work between 8 and noon and waited. When no one had shown up by noon I called Comcast. They said an agent has come again but couldn’t do the work because a line still wasn’t dug. No one called me to inform me. I had to learn on my own. Let me state that I only have one phone (my cell) and I had full service. NO CALL.
I called Comcast on Friday complaining to an agent about the situation. He assured me they would help. He scheduled construction work the 21st and then another install appointment on the 22nd. I called a Comcast agent on the 21st to ask the agent to call me before arrival. She put it into the notes. On the morning of the 22nd (today) I called an agent to make sure everything was still OK. But it wasn’t. The construction work had been canceled on the 18th (the day I scheduled it). All the agent could tell me was “I don’t know why, it’s not in the notes. I want to know why no one called me. I would again have taken time off work only to have an agent come and leave, still unable to do the install.
THIS IS A CUSTOMER SERVICE NIGHTMARE. An agent told me today that I would receive two twenty dollar credits. That is the minimum of what I expect. I have never been so disrespected. No one calls me. No one can tell me anything. I get incorrect information and put on hold for thirty minutes each time I call to speak to an agent.
September 23rd, 2009 at 8:15 am
Wow I couldn’t believe when I woke up this morning and Comcast decided to encrypt almost all of the digital channels. It’s a good thing we got a HDTV with a Digital Tuner so I could put this stupid DTA box on it for analog quality channels. What the heck is the point of getting Digital Cable service if you have to a box in every room in your house unless you are Comcast and trying to bleed every last cent out of your customers. As soon as AT&T U-verse moves into the neighborhood, this household and a few others that I know of will be moving to AT&T as soon as it is possible.
September 23rd, 2009 at 8:27 am
Forgot to mention that I was about 15 mins away from buying a Digital Dual tuner card for my pc when I heard that they had pretty much in one swoop encrypted the rest of the normal channels. I am glad I didn’t otherwise I would be even more upset that I wasted more money on something that would just be a paperweight before it was even shipped. Thanks again Comcast.
September 24th, 2009 at 4:44 am
Alright, let me say a few things first before anyone reads my “situation”. I’m a comcast employee, have been for 2 years. technical support, east.
Callers. These individuals normally are of no intelligence, and feel that it’s necessary to blame someone or some COMPANY for their mistakes with using a personal computer, electrical devices in their home, etc. i take 40-60 calls every single day. of those on an average day, I’ll roll ~1-5 trucks a day for legit issues with service…no block sync, no dial tone, etc. now…those other 55 calls? Mindless questions about things that they expect someone to do for them, information they want someone to find for them…or just to run their mouth. I have been called every cuss word in the book, been threatened, hit on…you name it. I could sit here and name story after story after story and it would mind the numbs of the reader because of the incompetence level.
Let’s just put it this way…when someone calls you…asks “WHY IS MY INTERNET EXPLORER NOT RESPONDING”…and when they don’t get the response “Sure, let me send a technician right away!!!” but get the true, deserved response of “Sir, that is a browser problem. Internet connections cannot cause browsers to freeze, or go into non-responding states. That’s when the program performed a certain function and either failed or went into some sort of loop. You need to investigate problems with your computer, OS, or browser.”
…I WANT YOUR SUPERVISOR!!
Now, do you feel my pain? FIFTY TIMES A DAY EVERY DAY FOR 2 YEARS!
“What’s a start button?”
“How do you right-click”
“Whats a computer”
“I can’t get my e-mail. It says NO SIGNAL”
“The internets broke…the screen is black”
Actual conversations with customers:
“How can i help you?”
“My TVs out”
“Okay…we’ll take a look. Is the digital box turned on?”
“No”
“Can you turn it on?”
“How?”
“Cable…Power on the remote”
“Where’s cable?”
“At the top.”
“Top of where?”
“The remote.”
“Where’s the remote?”
“I don’t know. I don’t live with you. You have to turn the equipment on to use it.”
“Why”
“Because all electrical devices need to be turned ‘on’”
“Why”
………..This coming from a person with all 3 services, ~200/month and spoke perfectly normal. mid 40s I’d guess.
Combine those questions with ignorance, rudeness, hate, anger and screaming…and you have yourself a day as a comcast phone employee. These people run up to online forums and post their insanely-exaggerated story about the fact that they cannot troubleshoot their own computer, or own television. That’s not my, or Comcasts problem – call a therapist.
The other Complainer type are those who actually have a problem, but still complain. This is still way out of line, undeserved and childish. You are speaking to another human being, someone who is attempting (at some level) to fix your problem. Like i said, we deal with craziness all day…every single day…we expect almost every call to be like that because 90% of callers are borderline *insert mental disability*
I understand you have a problem, and that its frustrating. Again, if you want to vent…talk to a therapist…Comcast employee’s aren’t there for you to hold your head or ‘vent’ or ‘rant’…the INSTANT a customer even remotely gets irate, that’s it…they ended all “above and beyond” service…they will get a monotone, bare-bones agent who will only give what is required. ANYTHING additional…additional escalations…credits…promotions…won’t even offer. They lost that opportunity.
My stress levels have gone through the roof because of my job, I have to keep it because of family obligations and have been looking elsewhere for employment for months. The ONLY benefit…discounted cable. Other than that, i hate my job, i hate the management, i hate the way the company is run, i hate how comcast lies to its customers and employees, i hate the majority of supervisors, i hate the cheap coffee they give us, i hate just about everything about comcast except the cable and the gym…even my pay rate sucks. You readers have no idea how bad the company is ran…under qualified internals are hired for higher-up management positions. I know personally of a manager, who doesn’t contact customers at all 99.9% of the time who at one point was almost fired for beating up an agent. i know the agent involved, which is why i know of the situation. This guy now practically runs technical support.
Comcast is a horribly, horribly ran company. There is SO much potential with Comcast as a provider it’s insane, but they drop the ball so many times and just make things worse and worse and it’s going to be the company’s downfall. When other providers roll in and things get super-competitive then things might change. I love how they say rate increases are required because they would lose money…and both years post record profits. I love how they give us as a department triple, quadruple the amount of calls (2-4000 at a time) for a center that does not have that many employees…and no raise. Everything they do…company policy, employee rules, customer rules…they’re all wrong, backwards or completely misguided. I blame the management…management is just oblivious to the outside world, are focused solely on “Comcast” daze and that’s all they speak…Comcast….Comcast….Comcast…make any sort of remark against the company and they will adamantly fight against you with 0 evidence, backing or truth to their statements.
Employees are paid bare minimum, some employees have 2 & 4 year degree’s starting making only twelve dollars an hour. Minimum for this position, especially with the amount of calls we take and things we support…an easy fifteen, if not sixteen or higher. There’s only 1 way to make good money at Comcast…switch positions internally…get hired one place, wait the 6 months, hired another place. As long as it’s considered a promotion/higher up position, you get a raise. Do it a dozen times over the years…you can make a decent amount toppled with the yearly inflation compensation raise.
Employees are lied to on a daily basis, the communication at the company is horrible…payroll issues will sometimes go unaddressed for days…your success and happiness at your job can be all dependant on your supervisor…i had an alcoholic bipolar supervisor where one day he actually sat and talked about having sex and he sure as hell knows its completely against policy to discuss things like that, even in joking. The next day he wrote me up for something i was completely innocent. I cant get into details, but there can be something so blatant and comcast will side with the customer just because of their current image. IE, an employee is written up because an irate customer called to say he was dissatisfied with the call for whatever reason. call not recorded. its employee vs customers word…customer always wins. this should be the opposite, if anything. if you disagree with me, i suggest you google “why the customer is always right is always wrong” and read that. their policies are ludicrous, now resorting to writing people up for not offering mindless, pointless things such as a survey, offering products to customers who call about their 5Th technician not arriving on time…it’s pure insanity.
I hope to the Lord Jesus that i find another job before i just quit and go to being unemployed…I’m pretty sure I’ll be happier.
September 24th, 2009 at 4:55 am
Last post, i swear!
All you readers, disgruntled comcast customers… if you read anything on this forum, read the following:
CHECK YOURSELF!
What do i mean? You obviously like to complain like myself, so you’re here. Now when you call customer service…no matter how ‘dumb’ you think they are…show them respect. Grow up. Be an adult. We don’t need to hold your hand and baby you through the technical support process. Be nice, ask coherent and competant questions and you’ll have your problem addressed. Call in with the statement of “MY INTERNET DONT WORK” will get you nowhere. Educate yourself. Secondly, don’t get smart or bring an attitude to a call with someone who, more than likely, knows more about what you’re talking about especially if you’re in technical support (at least in my area). For a customer to get smart about something they know nothing about makes us shake our heads with disappointment.
BE NICE! You will get more if you are, trust me. Be mean, ignorant or just roll in cussin at people…you’ll get nowhere. And you’ll be back here.
PS.
Cable service isn’t that important, even the phone service. Don’t rely on 1 thing…ever. 1 vehicle…1 phone…1 computer…know why? If it breaks…you’re SOL! Comcast isnt regulated by the FCC. They truly don’t care about your no dial tone problem…trust me. Flipping out to an agent over the phone about your On Demand not working for a couple days…just…WOW. Go outside. Do something other than wait on hold with the cable company to complain about on demand…call once, get a technician out and 90% of the time issue resolved. End.
September 24th, 2009 at 11:37 am
This is a Comcast employee I can side with.
I feel his pain all too often.
In addition to putting up this WordPress blog, in my real life — I’m a Chief Marketing Officer of a real estate technology firm. We sell virtual tour digital camera kits to REALTORS and and supply a blended form of MLS (Multiple Listing Services) to them for their websites.
I have often wondered if it’s time to break open a bottle of Scotch before noon after I’ve trained a few digitally challenged REALTORS.
If you are going to BE in business today, you must know a few basic things about computers, Email and how the world of online business works. Being responsible goes hand in hand without depending on someone else to fix your stupid problems because you’re just too stupid or lackadaisical to take responsibility for your own actions.
Is your computer turned on?
Did you turn OFF then back ON the DSL box?
Did you install any NEW software last night which might be affecting your service right now?
The real estate industry is filled with morons that have no business being in real estate today. There’s a lot more than you know. Quite frankly, if a REALTOR can’t move their mouse and find their Internet email, don’t know what a right click on the mouse button is, they have no right to be marketing and selling your house. In fact, it should be a CRIME.
Here’s my Day in the Life of Bart Wilson at Voyager that Disgruntled Comcast employee or any service other employee can understand.
“Where’s the shutter button on this camera?”
“F-stop? What’s an F-stop?”
“How do I get these pictures from the camera to my computer?”
“My virtual tours are NOT showing up on Realtor.com…”
To add insult to injury, my wife used to work in the Mortgage business. Not only do we have stupid REALTORS out there trying to market and sell your homes for 6%, we also have far too many idiots working in the Mortgage industry.
You fax the paperwork with the buyer’s signatures, personal information and their SSAN numbers. Two days later, the mortgage officers calls the lending firm and asks for the status of the lock on the loan. (Meaning the loan LOCKS at the mortgage rate and points the Mortgage officer agreed with the home buyer.)
“We don’t have the paperwork on Mr. and Mrs. Smith”
– What do you mean? I faxed it to you two days ago and you said you had them!
“Well, we just don’t have them now. Do you want this loan lock or not? Fax me the Smith paperwork again.”
And you want to know why there’ so much identity theft out there? It’s not just the restaurant employees secretly copying your Credit Cards and selling them to the local gangs fronting the Credit Card Fraud Cartels.
One of the names for your pain here are the incompetent mortgage and banks that just can’t focus long enough on one client loan to see that is gets done the right way.
In a perfect World, I’d have basic training for stupid customers. And I’d make it a crime (misdemeanor) for any customer to order a high tech digital camera, or a hi tech Comcast product or service if you’re just all thumbs with a computer and Internet access.
Depending on a service company or another individual to be there to answer ever dumb questions you have should be illegal. Giving a DSL service with lots of hi-tech gadgets to a moron should come with a pre-qualification.
Are you SMART enough to turn on a computer? Do you know how to RESET your DSL box?
So in my mind — the customer needs to be taking some level of personal responsibility and get themselves trained on a basic level of electronics’ operations. If they don’t then these kind of customer service nightmares are only going to continue.
I have to side with Disgruntled Comcast guy on this post. I agree with you 100%.
– Bart (admin)
September 24th, 2009 at 11:55 am
For a year and a half, before the digital conversion, I asked Comcast whether I would need a box. I did not want to buy a new tv yet since I’m swamped with medical bills. Not one time did the employee I spoke with agree with the last employee I spoke with which is why I kept asking. When I moved, the Comcast employee came with a box and said oh you don’t need it. Flash forward after the digital conversion when Comcast does its OWN digital conversion. I turn on the tv and am missing about 75% of my stations. I figure it’s just the usual Comcast is outside working on the cable by my place which consists of two or three trucks and five guys smoking for several hours which includes no cable for us for most or part of the day no fee adjustment in store occurrence. But no, it’s something else. I call Comcast. Normally I find them to be the stupidest, most poorly trained, nastiest, unable to follow their own scripts, bunch of trailer trash halfwits I have ever spoken to in my life. The basic worst Georgia Walmart hillbilly you might run into on some disastrous occasion would be preferred to these “employees”. This time was beyond belief.
I first got a young guy who after I explained not having most of my stations in his best attempt to focus since he was obviously totally stoned said “oh you’re calling about your billing” I said no I am calling about losing most of my channels and looking at blue screen. He would say “Oh, whoa. Wait” and then ask me something else completely irrelevant. He could not pronounce my first name (try Mary) and could not follow my slowly read account number or address or anything else. I finally said well if you show a credit on the bill then you must have done something wrong and changed my channels. He said “no but you changed your service in August” When I told him I had not he became so overwhelmed in stoner land that he said “whoa, I’m going to send you to technical”. (I’m condensing all this of course since I spent over 10 minutes with each of the halfwits.) Of course he kept giggling and laughing through all this. I think when I call I’m talking to people in Richmond, California if that helps you locate this somewhat. I get the technical kid who does not sound wasted but also seems to be completely overwhelmed with the idea that I might have lost most of my stations. After asking quite a lot of questions that let me know that he is also going down the wrong road and my bringing him back again and again to where we need to be he tells me that Comcast has decided to also do a digital conversation and if you don’t have a box or new tv you won’t get the stations. He also insists that I have arranged for this to happen. I still through all this acted reasonably, did not yell or scream which believe me was hard not to do and even said to him I am very angry about all this. And I said “You guys screwed up and now I imagine you are going to make me fix it”. He finally said well I can mail you the box. I said no that leaves me without tv for another week. He said well come in the store and pick it up. I said the store is only open until 6 and is closed on the weekend. Does that mean I have to leave work 2 hours early to come pick up the box to fix the thing you screwed up?” He said yes. I asked him if I would be able to attach this and he said it has directions and described how it would work. I said “you left out the DVD/VCR-where does that go in this configuration” and Mr. Technical said “ugh………………… I don’t know.” I said “Should you have told me this was going to happen?” and he said “Well I think they may have sent you some things” I said “Comcast sends me about five advertisements a week to get internet, phone, more channels etc. and I throw them out because quite frankly I can’t imagine buying anything else from you since the basic thing you do you manage to screw up” and he said “yeah they looked just like the advertisements” After I got off the phone I just was trying to imagine how I would attach this when I am 1) disabled 2) have a disability with my hands and arms 3) keep my tv in a piece of furniture (an armoire) which makes it less easy to reach behind all this and reattach wires. So I decide to call back and ask them to come to my place and hook it up. They gave me a time a week away. I told them that was not all right and that I wanted them to bump someone else-sorry but how many time have I waited for them for 4-5 hours after when they were supposed to show up?-since this was their mistake. Since this was California, most of the people who answer the phone at Comcast are Hispanic females who do not speak English. They can barely be understood, have an extremely atrocious grasp of grammar, vocabulary, can’t read English, and can’t remember their script either and possibly skipped training altogether their English is so bad. I got one of those. She had to keep putting me on hold for several minutes, would come back, ask another question, then put me on hold again, come back, repeat ad nauseum. After several minutes one time about ten minutes into this, she got back on and asked me “how many boxes do you have now?” I said “What did I start out this conversation with? I told you I obviously needed a box although each person I have spoken with today has not be able to decide if that was true or not and the next person I talk to disagrees with them but didn’t we start this out with I need a box so why are you asking me how many boxes I have?” She got very nasty to me, really snotty and aggressive. I told her that I was tired of this, I needed them to come out, they owed me this, I couldn’t do it myself. She really got nasty then and of course all this hostility was sprinkled with the occasional “ma’m” to show she wasn’t really being a nasty little bitch. I asked to talk to her supervisor. She went ballistic. She really let me have it saying it won’t do any good, etc. etc. Her voice was hysterical and loud. I finally said “stop talking and put her on the line” I was beyond furious at this point. The supervisor came on and guess what for the first time in the half wit’s life she was right—the supervisor was worse than she was. By this time I was beside myself with rage. I had never spoken to a series of more incompetent, nasty, useless people in my life. I told the supervisor that I wanted someone out sooner than over a week after they removed my channels and she said she could not. I told her I did not believe that she could not arrange it. She said “I am not lying to you. I am in the business of giving you information and not in lying to you. I am here to assist you.” And I said “No, you’re not. You are most certainly not here to assist me. In fact you seem to be here to do your utmost to not assist me. All of this went on for quite a while with her becoming more and more belligerent. Of course I’m not positive she was saying this stuff since again her grasp of English was barely rudimentary and her accent so bad she was barely understandable. I said “look, I’m disabled, I can’t do this myself, you guys screwed up, you owe me, and I have three jobs now—two were given to me in addition to mine so I can’t leave 2 hours early to come to your store” She said in her mostly vicious Spanglish “Well ma’m congratulations on you that you have three jobs…” and at that point I lost it. I called her some names my mother doesn’t even know I know. So a few days later I had to lie to my already in jeopardy job, say I had a doctors appointment and I already really do have a lot of those and leave to go to the Comcast store. There were two employees and after ten minutes one of them closed her window. So we waited in line behind people who once they got in line spent ten minutes at the window discussing all the amazing options the Comcast employees are I would guess paid bonuses to sell to them. So the whole family would stand there discussing the merits of having this band of halfwits provide them with yet another wretched set of services and products. “Do we want HBO? hmmm……How about Starz? Hmmmm…..What do you think Nana?……” While the Comcast employee encouraged this window shopping. When I finally got to the window he explained that yes he would give me the box which he promptly handed me with a stack of cords, a new remote and when I said well how does it work said some things to which I asked but you left out the DVD/VCR combo in this arrangement—he actually had no clue. He handed me a pamphlet which is about 25 pages of the fun new things I could do with my fun new remote. But nothing about how to set it up. So now it’s at home and I have idea how I’m going to fix it and I have only about 15 stations for almost a week now. If there were any other options I could afford to get cable service I would do it. If I had to fly to Zanzibar, eat crocodile, give someone my first born child, eat dirt and get a horrible disease I would do it rather than have to deal with these @&&$###!!*#%% ever again.
September 24th, 2009 at 1:44 pm
I’m paying for a 5 meg connection and i havn’t gotten over 150 Kb/sec in the past month. It’s seriously starting to get ridiculous. My neighbor has an unsecured wireless connection and they have a 1 meg connection through comcast, and theirs is faster than mine, I cannot stand this!
Here’s a little speed test i did today, it never gets higher than this.
September 24th, 2009 at 1:57 pm
Hey LaBe1,
We had the same problem. It’s not always the fault of Comcast or your DSL provider. Have a local telephone company wiring guru. Have him test your telephone box from your home to the demarkation point. This test will reveal if you have crappy copper wiring or not.
All too often we blame Comcast or the Phone company for slow Cable Modem or DSL service and the simple fix is getting a good set of solid connections from your Phone or Cable box to the demarkation point. The demarkation point is usually your HUB in your neighborhood where all the cables meet at a central mini-facility.
Hope that helps.
- Bart (admin)
September 24th, 2009 at 7:32 pm
This is about the dumbest thing ever for Comcast! Comcast will not cancel my 91 year old disabled mother in law’s service since she was moved into an assisted living facility over 2 months ago. I called, I emailed but no luck. I did not have authorization. I gave them the account number, last bill paid, told them I pay all her bills, but that made no difference either. I had my sister inlaw call, but still no luck. They continue to bill her deceased husband who died almost 2 years ago and refuse to turn off the service. (another story trying to change the name after his death, but I did not have authorization) It is a wonder how this company can succeed. Please have one of their specialist call me at 734-710-0555. thanks Mark Millerwise Canton MI
September 24th, 2009 at 8:22 pm
There are plenty of nice customers that call in and are treated badly and their problem is not addressed.I have heard statements like you are lucky to have our service and the classic one there is an outage in your area,when in fact,there is not and they never look at the account to see what is going on!So before getting an attitude with the customer take a second to realize that they may have spoken to 10 bone heads before you and reconize that comcast is not a customer “service” company but quite the opposite
September 24th, 2009 at 8:27 pm
Mark call the BBB and the franchise auth you will be surprised at how fast they will fix your problem.Remember comcast will send the dead to collections they dont care and it is because of managers like Z S in the Western region that only care about bonuses and not customer loyalty.Good luck!!!!!
September 25th, 2009 at 8:24 am
I would do anything to get rid of comcast, but have no choice. Like many others I believed that I would not have to do anything as a result of the digital conversion as I already had cable tv service through comcast. Then I get the letter in the mail that says, oh no, you will lose the expanded basic (CNN, Fox News, ESPN, Weather channel, etc) unless you get dta boxes for each TV. So I called, they told me they would send 3 for free and I would have to pay $1.99 per month for any additional boxes. Ok – makes sense – 3 TV’s per household probably represents the average and its not their fault I have more TV’s, so I ordered 5 boxes for me and 2 boxes for my 87 year old father who is so confused about all of this. About a week later I received 3 of the boxes. Dad didn’t get any. So I did a live chat session – the agent couldn’t seem to tell me what was wrong, but did want to know if I was having a nice day. No I’m not. So the order was placed again. Still no boxes – called – got a nice agent on the phone who helped us activate our boxes – of course the splitter provided by comcast to allow our tv and internet to run off the same connection wasn’t strong enough to handle the new converter box. The agent told us she sees this everytime. So we went to the store and paid $50 to buy a high powered splitter. That worked. Any by the way – no record of my order of 2 boxes for me or 2 boxes for my dad. So ordered them again. Hey my dad finally got his boxes, which my husband went over and set up. I still don’t have my 2 boxes so another chat – and here is where I really get PO’d – you have to enter your address and phone number, then the agent comes on and asks you for the information again – why have me enter it in the first place – are you having a good day – duh no. I cannot see any order, but you can call your local office and see what happened. Fabulous. So I tell the agent that I’m canceling my business with comcast, and her script must not be programmed for that – as she responded – have I resolved your issues today – NO- is there anything else I can assist you with – yeah how about the problem I’m contacting you about. I just had surgery this week and cannot drive to pick up the damned boxes myself and of course the hours of operation are geared toward people who obviously don’t have jobs (then how can they afford this). Oh and my daughter saved up and bought herself a nice DVR which is rendered useless by the new box – relative to recording on multiple channels at once.
September 25th, 2009 at 9:43 am
Hi Everyone,
I was just reading the blogs here and see many of you are unhappy. I was looking for somewhere to report this and came across this site. I live in the Philadelphia suburbs and I seen first hand last week a tech who was so damn tired because he had not had lunch and his phone kept ringing with someone asking where he was and i was his 5th job of the day. He continued to work though did not complain. I felt so bad I offered to call Comcast and complain and he simply said “no its part of the job”… So I offered him a small lunch that he accepted. I just wanted to thank him because even though he was backed up he still spent extra time to fix my problem which was solved. I still called in anyway after he left but I do not feel anyone really cared. So again thanks and I hope comcast stops treating their employees like this…..
September 25th, 2009 at 9:43 am
I agree with you Disgruntled Employee. I am tech and just like employee of Comcast said we are over extended. The last thing I want to hear is the full story of all your phone calls and what happen at best buy when you bought your tv. Just tell me your CABLE ISSUE. I really side with all are customers but when you get a customer who is just nasty and over exaggerates it makes your job hard. And FYI we do know how many techs have been at your house in the last 30 days…..so stop telling me im the 89th tech this month when im only the second. Also most techs do not care when you say ” fix this or im going to Verizon” I hear that about 10 times a day…and the last time i checked the Verizon techs hear that too.. I really try to fix these issue … I try to be fair with the time that is giving to me to fix everyone’s problem. But like you Disgruntled Employee I am looking for a new job as well im tired of getting off at 5 pm when im suppose to be done at three then i have to explain to my son why i missed his little league game….after i promised him i will be there
September 25th, 2009 at 7:34 pm
Mark, the reason why you cant close another persons account is because of all the privacy and protection laws put in place for account and identity theft. Your more than likely going to have to go to a service center with documentation of your mother in laws living situation and proof of being a family member. Its a pain I know, but america wants security so the gov made all these laws to prevent people from just calling in to any company not just cable ” hey i’m so and so lets change this”. I feel for you man, but its an all or nothing law and company poilicy, you cant be fair and non-discriminating if we pick and choose when and where to abide by it.
September 25th, 2009 at 8:21 pm
Ok I know I promised a week or so ago to do more helpful posts, but like the other workers on here I’m so wiped and backlogged with house and family work I havent had there energy to sit at my desk. I’m also glad a few of you are stepping up, and not in just a straight out bitchfest. A few of them are actually proper gripes addressing specific issues, wich is the only way to get anyone in management or corp to atleast read it. Straight out my job sucks, management blows rants will do nothing.
OK for the consumer: Yes I know you get some crappy callcenter reps, or that all to familiar dishonest salesreps; but trust me screaming, yelling, cussing, calling a lying scumbag to the field tech at your house isnt going to turn thing around and get good service. We arent the lying scumbag that told you anything to get a sale. Key points 1: we cant do anything about what another department does. 2: Nothing gets accomplished by it. 3: we are your only local contact and only department that actually cares about services/technology in the house or the customers so why blow up on the person doing your call? 4: It creates a bad work enviroment where we are most likely going to do the minimum and bolt for the door if we even do the job. Yes we are entitled to just leave if we feel its needed. Think of your job at your work, if someone walked up to you and dropped 6 F-bombs and c u next tuesdays because say accounting messed something up are you going to help them out and find out why? Yeah right, Youd have them removed from the premises. So why turn around and expect the rest of the world to take it.
I only speak out of real old service , and I been doing it old school for 13 years in multiple fields of work. I’m not some BS artists who looks to kiss corp america’s butt with sales. So when I post here take it to heart, Wherever I work in whatever field I always gets lots of customers who take the time to call in and compliment me. Try this next paragraph on for size to try out next time you need work done.
Tips/tricks. 1: its a multi-department company, so try and keep judgement to each department separate. Let your tech come in and do his thing, because when you are focused on rampaging and screaming your setting yourself up for bad service. Not so much because you get it bad, but because your mindset on the negative and no matter how good a field you get and how good a job he/she does you’ve already decided it was bad before it started. 2: Never ever go off about a sales rep. We hate them more than corporate. They set the bad pace of the customer experience and we have to play cleanup. Try it this way,” oh rep said I would be getting this and that for x price, why does your workorder say what it does?” Then we can say “oh what were you promised?” from there we can work with dispatchers and our teamleaders(supervisor) to try and fix it, we cant always because different sales departments have different promos than we have access to but its a start to PROPERLY correcting and issue. Look on the brightside, you get see us go through phone hell just like you do lol. How often have you seen a worker go through hoops like that after you told them to F off? Hmm, bees and honey. Theres a few inside points to get started, I’ll try and do more tommorow night. Maybe I’ll swap sides and point some stuff out for corp.
Basicly keep in mind customer service is 2 parts not 1. customer and the service(company), 2 way street. I’ll even take a min to write about 1 experience where I went apeshit to find an intermittent problem for some folks. These folks had about 2-3 calls before I was there. I did wiring replacement, lots of meter readings. I thought oh boys its gonna be one of these jobs, so I left my cell number and had them call me each time there tv broke up. Now I’m trip 3 mind you and because nothing was happening while I’m there its kind of hard to find the root cause, these folks had more than enough fire power to rip into me for 3 trips in 2 weeks and still uncertainty but they didnt. they saw me go crazy with my meter, replacing an outlet at best case pre-emptive maintenance and decided to put me to the test. Well they called me 3 nights later, and for 3 to 4 trips on days off, after shifts running new outside lines to the pole just incase, even a second to split up all their outlets(wich is a no-no without management approval) and asking the right questions and charting the times of nights they call me I determined the best time it was happening was after 7pm. So finally I had a chance to swing in after my shift at liek 8 since it was an overbooked day as usual, and with my luck pouring rain, I still went over and finally caught some errors on the digital and was able to finally put in a ticket for the line crew to check the street. OK longer than I wanted to type, but you can see my point, these folks were nice, saw my efforts, listened to my explanations on how digital works and gave me a chance to be there hero instead of their dumping ground and I ran through hoops for them. See what I’m saying here? Let us be your buddies, and corp the dumping ground. If we all get that mindset than we can team up together and kick the shit out of these bonus driven, sales greedy bastards and get them to change how they operate. Us alone and you alone gets us nowhere, together we hold all the cards, you hold their money and we hold the work that gets the billing cycle going.
September 25th, 2009 at 8:57 pm
Hardcorecableguy,
All I want to do is cancel the cable service, not add services, order equipment, etc. National security is not compromised by shutting off a cable account. The name on the account is not my mother in laws; it is my deceased father in law. Maybe I can have a séance to find out what his access code is so I can handle this over the phone. I refuse to drive 15 miles to one of their service centers. This is just plain wrong, I will contact the BBB next. I was hoping a caring customer service rep from Comcast would monitor this site and call me to take care of the issue, but I guess I was wrong. Mark
I will give them one more chance. call me….734-710-0555
September 25th, 2009 at 9:19 pm
I have filed a complaint with the Michigan Public Service Commission tonight. I hope they resolve the issue.
Mark
September 25th, 2009 at 10:48 pm
I hear ya Mark, but even canceling falls in same category. My best advice is have your wife run down with birth certificate and painfully her fathers death certificate. that is something no one should dispute, wish i could help you more but my hands are as tied as yours, the service areas of companies in this country have limit means of doing service. its so sad, I cant help a peep and a cant stand being behind a desk, f’ing great. I feel for you man, I work a town that has multiple assistant living homes or housing authorities and see this every day.
September 26th, 2009 at 12:35 am
Hello everyone, I just want to say that Comcast isn’t the only cable company with bad service. I live in a central state lets say and we take our football serious i guess(buckeye)! Not to get off course here, we have Charter Cable company based out of California. They nickel and dime everyone to death .I went in to pay my bill today of course only one person ther and they lady before me was arguing with the charter rep about six addtional charges becuse he just hook up box to wires that were alredy there from here Direct Tv.The lady said if she known they were going to charge her $10 to connect the cables,she could have done it herself. She left with a refund of those charges and went back to Direct Tv she told the Rep. I ask the rep when i paid my bill if internet speed was going to go up yet for our area its at 5megabytes.In california and other places it’s more and their website says more.Any way i ask how was this bankruptcy going to afffect Charter or my connection and she said it was just Paperwork Bankruptcy. I so wish i had Verizon!!
September 26th, 2009 at 12:37 am
Thanks for putting up with my response and spelling was in a hurry!!!
September 26th, 2009 at 8:11 am
Hardcorecableguy,
He was born in 1914, we don’t have a copy of the birth certificate. We don’t have power of attorney but her son does and he lives in Conniticut. My mother in law is in a wheel chair so she cant go down to the service office either. My options are to go down there with the death certificiate and see if that works. For God’s sake, all I want to do is cancel the service!
I am not really opposed to doing that but the system for disconnecting the cable service is flawed and should be changed. If someone is paying the bill for a family member, knows the account, all of the payment info and is a comcast customer themselves, this should be plenty of proof to cancel an account. I called credit card companies after my father in law’s death to cancel cards and there was no problem doing that without any proof other than a phone call.
My option is to let this continue until they disconnect for non payment and then try to put a bad credit mark on a dead person’s credit record. Only then they will find out he is dead!
Non of this makes any sense and that is what huge companies like comcast need to correct, the ridiculous ridged rules that don’t apply to everyone. That is why they hire customer service reps, to do what is best for the customer. I guess that does not apply to comcast.
Maybe the MPSC will help them see the light.
Mark
September 26th, 2009 at 6:16 pm
actually mark you just brought up a good point. Just let it go into nonpay status. If its still under his name then thats the name they would have to do the credit score on. Oops did I say that outloud
September 26th, 2009 at 7:12 pm
Ok I’m totally burnt and just to crash for the night but I promised you folks a company bash post. So heres my take on how to improve service
1: LEASH the sales reps. I been doing this trade for 3 years and have never heard a positive feedback. I know its not just people playing the game either, because I’ve seen receipts left behind by door to door reps with the promised promo. I know you folks think the customer experience all about the techs but its not. We are the last part in the experience. It all starts with customer service and sales, on that initial call that sets the pace. I’ve seen as bad of salesmanship as to walk into an elderly folks home and see 4 unused boxes sitting on their coffee table, and they told me the rep said they had to have a box for every outlet in the house or no outlet would work after the february transistion.
2: Let customer service be customer service and techs be techs. Its rediculous that the heavy metric is sales, dont we have like 5 sales departments?? Let them sell, and our sales be secondary extras. Besides your wrong about us having the best opportunity since we are in the home, we are their to fix an outage and the last thing a customer wants to hear is how for only 15 more a month they can have a dvr or for 30 more we can get them preffered with hbo. All they want to hear is “I’m gonna tear this house apart untill I fix anything thats wrong now and could cause a future problem”
3: A little over 2 years ago you went heavy on the think customer first routine and we are going to accomplish improving service is to make everyone responsible and accountable for their work, actions, and decisions. Well do it. All you’ve done is change how metrics work and hire more teams to make useless stats to make everything in the company our fault. Ie; management puts off replacing a bad hardline for months or even a year, but you let the trucks roll over and over again and let us take the finger point with bad repeats. Or the infamous repeat in a box(SIK). you push this on customers to avoid liability and false damage claims but you let us take repeats on them.. wtf man. You choose to mail it out or have us drop it off and its our fault there was an issue??? I mean really is it so hard to say “oops” and move on, you really have to spend millions of extra payroll to play the blame game? Dont bother saying the metrics arent geared for us to take all the heat, why else would that stupid bonus plan that use to be a interdepartment team scorecard turn into us being sliced off by ourselves? If we take the blame why not take the hit on a chance of a bonus too.
4: Bonus plan. Get rid of it. Just like every other company with an open bonus policy, people play it for personal gain rather than excepting its an extra for doing your damn job. The way its structured you can perform bad and get a huge payout, can you say AIG? If you want a bonus inceptive for any department that works for REAL job performance make it blind. I’m in the field so I’ll use that as an example. Give the team leaders x budget for bonuses each year and let them decide on wich of their techs get y amount, based on their opinion of service, troubleshooting, TRUE repeats. It could be at mid year evaluation or year end ” hey your kicking butt, most of your repeats are bad equip etc, and customers are calling in raving about you, so theres gonna be an extra bone in your next check”. Trust me youll see a huge increase of techs turned studs, knowing their work is getting the bonus not sales and corp buttkissing. Its sad to know a big chunk of people especially management think their salary is to show up and everything they do in their job is all bonus related, its not just our company but most companies period; well it is America, land of the greedy home of the rippoff artists.
5: and final for tonight. Scheduling. Way out of control for more than 2 years. Its part of any service that you will days where you get hung up and have to work straight through and skip a lunch or break to get your work done, but this company has made it routine. The law states we must be entitled to a lunch break, plus its just plain common sense, your not getting more work but less since we are starving and out of energy after 10-12 hours straight, minus maybe 2 minutes to take a leak after holding for hours because we’ll be late if we stop. Paying for a lunch break is company descretion/perk. You folks think its the company is entitled to dock your pay 30 minutes everyday and taking a break is the descrection of the worker. Man if you guys ever got a payroll audit you’d be hosed, all those timecards with someone elses writting on them.
I know you guys want the best turnaround time in the business to be part of our improved service but you need the proper coverage to do it. Someone getting 2 jobs in every time frame with am install and pm trouble call should never happen. Theres a reason no tech follows corp guidlines, if did every checklist and every safety checklist we’d be lucky to do 3 jobs a day. All your doing is burning everyone out, stressing us out with your over the top metrics and most of us are pissedoff before we get to the first job, we should be the last department you want stressed. I’ve had many days where my routes were so pathetically over booked I actually pulled my van off the road and forced my teamleader to have it fixed or I was going home, thats sad since I live for helping people.
I hope I didnt rant too hard and you actually read the key points, sometimes after a long day the adrenaline gets pumping and its easy to loose a professional approach.
September 27th, 2009 at 3:03 pm
To DisgruntledEmployee. If you don’t like doing your job, quit !!! While the FCC may not regulate you now, Comcast has an agreement with the city I live in for no competion. I guess that can be changed pretty easily. Politician will go with what the voters want. They really don’t care what your company wants. Plus if we bitch enough, you may not have job !!!!
September 27th, 2009 at 5:44 pm
I look through this blog; I realize there are upset customers, Disgruntled Employee, a really hard working cable tech. The biggest problem I see is mine as every other customer probably feels. I ask, what do we do? You got a lady in her 70′s losing it and smashing telephones and computers, people screaming for service. I am guilty; I have called the CSR department raising three layers of sand. I could cut the service off, switch to some other competitor. They are NO better. Dish, DIRECTV, Charter are in the same boat as Comcast. Is there not an industry leader that wants to be the best? I deal with customers everyday, I lead a team of guys who deal with plumbers and if you want to hear mad as a wet hen customers talk to a plumber. Again there are good companies and there are bad companies, I would just like to know what is a “customer” do about the shotty service. I feel I pay to much for the service but if I “want” the convienance I have, I have to pay. Yes my service is terrible, I don’t know what to do about it, Comcast either doesn’t know, can’t or doesn’t care. One of the three, and from the hardcorecableguy it sounds like some of the guys care. As for the disgruntledemployee, get a clue. I will give you a clue: I get a hot, mad, cussing, fussing, customer on the phone, I don’t take an attitude, “Yes Sir, I understand sir, we can get this fixed…explanation: customers want a cool calm supportive ear, not an idiot with a phone. Listen to hardcorecableguy, he has skills, disgruntledemployee you need to find another line of work.
Do I solve all of my customers problems over the phone in 10 minutes? No! Do I follow through, do what I say, take everyone as top priority? Yes. So disgruntledemployee, YOU can take charge, you can direct how a customer feels, shot you could probably help hardcorecableguy, trust me I have had Comcast to my house on several trips, I have nothing but respect for the techs and they have shared the notes about me and my account. Phone CSR’s don’t hardly ever get the problem or symptoms right. That really puts the tech on the ground in a bad way. I can hear it now, “I don’t have the trianing”, “its not my job”, you fill in the blank. Take a class on YOUR time. Learn the system, do something besides whining because you got your butt chewed by the very customer that pays your salary!!!
Now my rant is over but I actually come in search of info, my tv picture locks up or skips. The tech put a booster in the line in January. It never really corrected the problem. Also I lose internet connection, not everytime the tv locks up. I don’t have to reset the tv, just wait it will skip forward. The internet, yep, reset, reboot the whole 9 yards. There isn’t a particular time or situation when this happens but becoming more frequent. Any suggestions? The tech should be here between 8 – 11 Tuesday but would like to know what to expect from the tech. What type of measurements will be taken, what are the ranges etc…
All help is appreciated…
…
September 27th, 2009 at 9:32 pm
thanks eyeswideopen, Its nice to see a level headed consumer looking at all the angles, and not just be on “me time”. Your seeing the perspectives from everyones posts. I’ll address this one for your issue specifically.
Boosters: have a specific use. Most people slap those in as a short cut and at best is a temp solution. To properly use one you need good solid wiring including the line out to the street(drop). No signal leaks or interference(ingress) and your just using it cause say you have 12 lines in your house. If your amp was installed and not because of many many outlets and a long run to street than there is problems with wires inside or teh outside one.
Analog may travel fine but digital is sensitive. Analog with hit your tv fine unless a gasg or severe corrosion on a connection is present. dig is so bad if i were to spit on the conductor before connecting that fitting to your tv it will most likely breakup. Get another appointment and ask the tech to see his/her meter and what the pre/post errors are.
Pre/post errors show the integrity of the digital signal. Should be showing -9 for perfect -8pre -9 post for good, anything -8 on both or higher is bad. say his/her meter shows -6. tell them to keep digging cause amps will only increase the strength of distorted/torn signal.
If you have a motorola box you can check as well by turning off teh box and pressing ok/select real fast. scroll down to inband status and press ok/select. There will be a correctable non correctable error count. Now a bad box can falsly display if the tuner is bad, but you shouldnt see more than an occasional 10-50 on correctable and never anything on noncorrectable. 0′s across the board is what you want to see at all times.
And people give the csr’s a break, all they can see and check is account codes that allow your channels through, send hit to have the box refresh the software, they cant see the signal or outlets,splitters etc from an office. troubles shooting the signal is our job. when they say their sending a refresh signal its a refresh signal not a signal refresh. they are making the box reboot and reload, cause just like computers software can hang from time to time, they aren’t changing the signal to your house.
September 27th, 2009 at 9:38 pm
blah typos, gash not gasg
September 27th, 2009 at 9:41 pm
oh i missed your last sentence you do have an appointment, if this is a many trip same call walk outside with teh tech right at the groundblock and test the drop cable, more than likely its old and has water in it. water gets in as cable gets old and cracked from the sun, rubbing on trees, or our biggest enemy squirrels. They love chewing on it.
September 28th, 2009 at 12:26 am
The first time I had Comcast trouble was the first bill I recieved that was umm $28 more then quoted.
The second time I had comcast troubles was when they stopped sending me a bill and out of FIVE CUSTOMER SERVICE REPS none could simply send me a bill.
The third time I had comcast troubles was when after many months of NO BILL I got my bill only to find out they had raised my rates with no NOTICE CHARGED ME OUTRAGEOUS SHIT I NEVER HAD AND LATE FEES FOR ALL THE CHARGES I NEVER GOT A BILL FOR IN THE FIRST PLACE.
The forth time I had comcast troubles was when I was told I HAD TO PAY THIER MISTAKE BEFORE THEY WOULD FIX THEIR MISTAKE.
I AM STILL WAITING….
I changed service to bring down the cost so what did I find on my first new and lower bill.
THE FIFTH TIME I HAD COMCAST TROUBLES they again charged me more then quoted and added fees that NO ONE can explain to me.
I really would take anyone over them but there is no one else in my area. But I heard ATT is coming to town but they were terrible long ago when I had them do they still suck?
September 28th, 2009 at 1:43 am
Comcast sends out some sub-contracts 9-24 and they worded and the cables lines behind my house for over 4 hours the next day I notice all kinds of garbage cable line garbage leaning against my garage.
I call Comcast 9-25 to complain they ask the name of the contracter and tell it could’ve been them if no Comcast emblem. When I inforn Comcast rep. of the fact that debrie was just like cable lines she tell’s me she’ll look into it.
I go out of town and return 9-27 still siting against my garage.(to big to fit in my can). I call again. this poor lady didn’t know what to tell me!!! Supposed to be picked up 9-30 4-6 pm ya right !!!!!
September 28th, 2009 at 2:30 am
I was just turned down for a new mortgage due to having been turned over to collection by Comcast in Texas. It even had my Comcast Service address as an address I have never heard of. As a matter of fact i have never lived in Texas. What a surprise, especially as Comcast must have sent notices to that Texas address. I have an account in Illinois, and it is current.
So I called Comcast Illinois and they had me call Comcast texas, and they, of course, have never heard of me!
I am disputing the report with the credit agencies, but that takes time. Is a lawsuit appropriate?
September 28th, 2009 at 9:30 pm
There is a cable (and internet) outage at my house a couple of times a day – almost every day. Usually between 2-10 minutes. Now that I am home with a new baby I notice a lot more. Yesterday it was out for most of the Bears game, which finally got us to call Comcast and complain. When we move (in a couple of months) we will not get Comcast service again. We live in Chicago (Rogers Park).
September 29th, 2009 at 10:19 am
There was some pretty severe weather here in Atlanta last week. During the storm we lost our cable and internet service (both provided by Comcast, of course).
We call to report the outage and are told that they are aware of the problem, they don’t have an estimated time that it will be repaired, and our bill will be credited for the days we are without service.
Okay, fine. We understand. After all, it was a really bad storm where people died and roads flooded. Got it.
Four days later we are still without service. A call to Comcast says that they are aware of the problem, they’ve identified it, and it will be repaired within 24-48 hours. Great, thanks so much.
Forty-eight hours later, still no service. A call to Comcast says that its been repaired we should have service & now it’s OUR problem. Okay. What can we do about it? Well, they can send someone out, but NOT TODAY. And not tomorrow either. How about Monday from 2-5pm?
Well – we work & no one is home from Monday between 2pm – 5pm. But – we figure out a way to have family come by the house for us to wait for cable. We call back.
Monday from 2-5 is not an option anymore the only other time they have is Thursday from 2-5. What happened to Monday? The 40 minutes it took us to make the arrangements made that date/time unavailable. Okay, fine. Thursday it is.
Next day we get a message on our voice mail from Comcast confirming the appointment on Saturday.
Saturday? What happened to Thursday?
Another call to Comcast & they don’t have any record of a call arranging Thursday as a repair time. They have Saturday. So tough luck. Nothing any earlier.
WHAT HAPPENED TO THURSDAY?? Did I imagine that call??
They didn’t care that we had been without cable and internet for 8 days now. They had no sympathy whatsoever.
Were we rude to the CS reps we spoke with? Never. We tried to understand and to reason with them. THEY COULD CARE LESS ABOUT US.
September 29th, 2009 at 5:07 pm
Comcast
1500 Market Street
Philadelphia, Pa. 19102
9/29/2009
Dear Mr. Brian Roberts:
In August I was no longer able to pay my bill on line as normal. When I called the 1 800 Comcast number the lady that answered gave me a temporary pass word or pass code and walked me through the process, she assured me that this was just a glitch. In September I had the same problem logging in to my account, this time they sent me to the technical department. I never received a statement from Comcast stating my bill was due. (I understand that I am not the account owner, however why was I able to pay the bill by logging in the past, and now I cannot?)
On 9/5/09 I called the 1 800 comcast phone number and asked about paying my bill, they said I could pay it over the phone for a $2 service charge, come into the office and pay it, or mail a check in. But I could not do it over the internet like I have for the past 6 months or so. To use the internet I would have to have the account in my name.
I called the office in White Marsh and asked how do I change the name on the account, they said to have the existing owner and new owner to be present with ID and they could do the change at the White Marsh office.
On 9/8/09 I went to the White Marsh office, the line of customers waiting was at the door. I was told that I would need to provide a copy of my deed to prove ownership of the address. (How could my son own the Comcast account if he does not own my home?) I would think that a driver’s license with the appropriate addresses would be sufficient.
On 9/9/09 around 11:00 I called the White Marsh office and asked to speak with a supervisor, hoping this can be straightened out. I spoke with Misha and I asked to speak with a supervisor, she said a supervisor could not speak with me right now but one would call me back. About 10 minutes later Misha called me back (not a supervisor), she said she spoke with a supervisor and they said to just fax a completed name change request form to 410-931-6752. I asked her to call me back to confirm that she has received the fax. She said OK. I faxed the name change request form at 11:39. Misha never called to confirm the fax. Around 4:00 I called the White Marsh office and spoke to a Patricia (?), I asked to be transferred to Misha. Patricia (?) said she could not transfer me; however she could e mail Misha for me.
This could all have been simply avoided if I was allowed to continue paying my bill on line. However, it demonstrates the complete lack of customer service at the White Marsh office and at the corporate level. I would like to think that this was a one time occurrence or just one individual that is improperly trained. It was horrible! This is the first time I have ever had to deal with a Comcast office, and this is the experience I had. While I was waiting in line at the White Marsh office, I could hear other customers complaining with the Comcast employees. (Apparently some customers were bringing DVRs in for exchange and the White Marsh office did not have any. One customer said they called the White Marsh office and they said that they did have DVRs. When I got to the counter to be waited on, I did notice a sign saying that they were out of DVRs and that they should be getting them back in October, I think. I would think the sign should have been posted as soon as you enter the building so you are not waiting in the long line to find out you are out of stock. Some one took the energy to make a sign, why not posted it where people can see it easier?) I find it so difficult to believe that no one with authority is at that location.
My suggestions would be to:
o Make paying your bill on line much easier. I would think that the account number is all that should be necessary.
o Have a supervisor available even when one is on vacation.
o Make the name change request form easier. (If I submit a copy of my deed, how do you know it is current? Do you perform a title search on the property after receiving the deed?) Do you honestly need a marriage/death certificate to terminate service? (This is internet and cable service, not a life insurance policy.)
o Have a real 1-800 number where someone who is responsible is going to respond to customers needs and not have the number go to the local office. (If the calls are being monitored for quality assurance or training, it is obviously not happening.)
o The clerks at the counter perform tasks that are unnecessary and time consuming. (I.E. When customers bring back equipment, the clerk puts on gloves then takes the equipment to a room behind the counter. Why can’t the clerk just have a tub or large container stationed at the counter? They can just put the returned equipment in the tub and move on to the next customer.) If you can save 2 – 3 minutes per customer, and you have 15-20 customers bringing equipment back a day, that can add up to additional time serving customers.
Again this all demonstrates a complete lack of customer service, or a lack of desire to help the customer both at a corporate level and a local level.
As of this date, I am still not the primary account owner even though I spoke to the executive assistant at the Philadelphia office and the gentleman from the White Marsh office that called me back; both assured me that I was the primary account owner.
Enclosed are copies of the paper work that was asked of me to complete for the change of name on the account.
September 29th, 2009 at 6:20 pm
Cannot get rebate! Unlike some other customers, I’m quite happy with the service comcast has provided, for the most part, BUT, I upgraded to triple play on April 1st and have not been able to get the promised rebate. Bottom line-I think they’re trying to blow me off – the latest; Sept 1st my “case” needs to go to Marketing Research and it will take 16-18 weeks longer to get a response. Bad Comcast – no doughnut! You can certainly collect my money with no problem, so why not return what’s promised as easily?
September 30th, 2009 at 10:29 am
I have had horrible customer service with Comcast in setting up my new account:
–9-3-09 was supposed to have my connection established when I moved in with no one needing to get in our home.
–Then, somehow, we had an appointment scheduled on Sept 3 from 5-8 p.m. No one told us, we were initially told no appointment was needed.
–Then we had the appointment arbitrarily changed, with no one telling us, to Sept. 4th from 5-8 p.m.
-Sept 4th I called in 6 times, I got cutoff, hung up on, mis-routed to tech support, told I’d be sent back directly to sales only to go back to the original phone loop, only to get the call dropped, for the 3rd time!
–Then a technician called and asked to come early on Sept 4th at 2 p.m. three hours early! I happened to be home, so it was fine, but inept as Comcast usually is.
–After trying to provision the modem, he called in, and a support person said the modem would not work because it was from DC? Huh? And that it needed to be from VA?! Why should that matter? If the hardware was from the moon it should work! Then they said I could rent a modem from Comacst for $3/month, is that some revenue generating scheme?
–What if I had bought the modem from VA and drove it home to DC, and then drove it back to VA when I moved!!!??? Customer Service said they could indeed provision my old DC modem again, it just needed to be added to my new VA account, and that the technician and dispatcher were wrong. The tech said no, that Customer Service is wrong, and I need to use a Comacst modem. Cus Ser insisted that in 1-3 days the modem would be registered in my new VA account, and would be provisioned, and would work. Tech says no, since it was used in DC, it creates a conflict and will never work. So we used a Comcast modem at $3/month.
–I have no idea what the truth is.
–Comcast should tell people their modem won’t work again with Comcast in another state, if they move from one state to another, and want to use an existing Comcast modem!
–Comcast has the worst customer service planet wide.
September 30th, 2009 at 12:53 pm
Here’s my issue:
I held on to analog for as long as humanly possible, but finally had to go digital about 2 months ago. Seemed pretty easy and the cost was actually lower than my package at that time. We have 5 TV’s in our home, so I ended up getting 1 digital tuner (On Demand, expanded lineup, etc.) and 4 digital adapters. Things seemed OK for a while, with just the occasional digital breakup here and there.
But more recently, the problem has gotten much worse. The picture cuts out and we get a black screen with the dreaded ‘channel has been interrupted’ message. Sometimes this goes away quickly, other times it lasts minutes. I noticed that the problem was especially bad on consecutive Sundays when trying to watch football or baseball. [Question: Does anyone know if the digital signal quality is affected by local demand? In other words, is the signal worse because lots of people in my area are watching football at the same time?]
We called Comcast and they did the usual ‘unplug your box’ bit. No improvement. So we had a tech come out and look at the problem. I wasn’t there, but he told my wife that he found some “noise” in the line and supposedly took care of it. Alas, this past Sunday, like clockwork, it was almost impossible to watch football, baseball, golf, or anything else on all of our sets. Called Comcast again, and it was like they never heard of me. Went through the same dance, but when they told me they’d send a tech out, I said (politely!) forget it. Until someone could call me and explain why the problem was not fixed by the first tech, I would be looking at other options.
Sound familiar to anyone? Any ideas?
Thanks!
October 2nd, 2009 at 10:28 am
It seems to me that this “digital cable” conversion (Comcast’s, not the general US TV signal one)is just an excuse to raise prices.
1) With old analog cable, we could get basic HD channels (ABC, NBC etc).
Now with the little “digital TV adaptor” box required, those channels are not supported. Was told by Comcast “that’s not an HD box” and they would gladly sell me the HD version for an extra $9/month.
2) Once we connected the new settop box, our VCR ceased to record – just get static. Told by Comcast “VCRs are so old – we are not trained on that”. But they would gladly sell me an upgraded settop box with DVR for an additional $9 per month. (this is in addition to the one above – 2 different TVs)
So that’s $18 more per month (> $200/year) to get what we had before their “upgrade”.
Their “free” boxes are not free unless you consider a loss of channels and recording capability as free.
Any one else having the same problem?
October 2nd, 2009 at 5:13 pm
RRMbo government made comcast convert everything to digital because of frequency issues….
October 2nd, 2009 at 7:27 pm
actually no jon, the gov mandate was for over air broadcasts for tv/radio stations, hence why our basic channel 2-20 will stay analog. We are a closed circuit system and cant be told how to transmit, just fine us if any signal leaks get too strong wich the FCC already does. The real reason for this conversion is bandwidth. rather than expanding our hubs/headends to a true gig 1000Mhz system like it should have been years ago we are taking that th expanded lineup turning into digital wich frees up enough room to double our hd lineup, get the broadband bandwidth we need to fully accomodate docsis3 and still have a bit left over. Its all about a little programming rather than infrastructure upgrades. money money money.
And folks heres a little info on analog vs digital.
Your house wiring, splitters, connections might be fine to carry analog but doesnt mean your set for digital, hence why a few of you are having issues since your change or addition of a converter. Dig is less forgiving than analog and even the littlest bit of moisture in a line or connection or looseness on a connection will cause the digital to distort or break up. we see this on our meters as BER bit error rate, or pre/post error count in the field. When those digital pods(section of bandwitdh carrying channels, 1-8 channels) you see this on your screen as tiling/tearing, when the signal strenght is low you get the blank screen or the one moment please.
Contrary to what anyone tells you digital has nothing to do with pic quality. I can set 2 crt tv’s next to eachother, 1 cable direct and 1 on a box and you WONT see the difference. If you have say a lcd it will look worse on a dig box than cable direct, go hd converter or stay cable direct. Lcd doesnt like low defenition through converters period. Once that signal hits your tv its all up to the tuner to interperate the info, thats why you cant say dig is clearer because its all up to the tv from that point on. The difference is just how the information is programmed to be tramsmitted. If your a techie think software, windows and mac just 2 different software languages programmed to operate differently would be a good analogy. The main reason why everyone even went digital if beacause its cheaper. you can put up to 10 maybe more channels in the same spot as 1 analog thus saving bandwidth and lower power costs. Not to mention easier to encrypt if its a pay channel.
If all you folks on this site think your having a rough time with the conversion, take a minute to think of the old folks out there, or worse the ones in assited living homes or nursing homes loosing their plain easy tv remote having to learn all this new equip.
October 2nd, 2009 at 11:15 pm
Agreed hardcorecableguy our trouble calls have shot through the roof since these dta sik started to roll out….when i arrive its all old wiring and people who have had analog cable for years. They told prior to the release of the Pace DTA’s that they will work on or about -21 well we all found that not to be true after the first week….Man I tell you I have not wanted to quit so bad in life since this changed…
October 2nd, 2009 at 11:22 pm
Also I really like how people say “just quit” like many people have that option in this economy ……lol
October 2nd, 2009 at 11:55 pm
RRMbo: “Any one else having the same problem?”
Yes, I am having the exact same problem. I was told by comcast that I could “upgrade” to their dvr service for $16/month more. What an awful bait and switch by comcast. They require you to get digital cable. Then when basic functionality like RECORDING THE CHANNELS YOU ARE ALREADY PAYING FOR isn’t possible they try to steal more of your money. What a scam. And what a step backwards in technology for consumers.
October 3rd, 2009 at 5:29 am
commtech5 -21?? wow I learned years ago -15 was absolute redline and most boxes I ever used the last few years -10 was an issue. I love how they throw info out without knowing what they are talking about. Remember when tivo launched 6 months early “yep its good to go”, lol right, we all saw what like a 10% jump in our repeat rates the first couple months. Granted those new pace boxes are actually pretty descent considering they have yet to make a dvr that will last more than 2 weeks.
October 3rd, 2009 at 3:18 pm
Subject: billing charge account #8772 10 600 0868285
Date: Oct 3, 2009 3:12 PM
I have now been on hold for 21 minutes. I have called many times and have just given up, rather than wait on hold for long periods of time. This may be your method of reducing complaints.
I have received a bill for $27.99 for a service charge on 9-3-09.
The service tech, in response to multiple complaints re: very erratic service over many months, said that nothing was wrong, but then went outside, up the ladder, made a few “minor adjustments” after which the signal improved significantly…for a while.
We can prove loss of strength and loss of signal over many periods.
I believe that you are in breach of contract: you have not provided consistent service of any appreciable quality.
I am going to contest this charge with Mastercard, and am going to switch to Minneapolis wireless as soon as the pole in front of my house is activated…apparently the last pole in Minneapolis…but they promise by December 31st.
LaVaughn Bye
612.338.3701
October 3rd, 2009 at 3:27 pm
I still have a problem with the “tearing/tiling”. My husband change wiring, splitters connectors. I’ve talked to friend who live in other areas Woodstock, Roswell, Marietta and their TVs do the same thing. I find it hard to believe that it is something with all of our houses. Yesterday, there was a maasive outage. When I called they said they were aware of it and that it was a header? The tearing was horrible when that happened. Could it be Comasts equipment that can’t support the conversion?
October 3rd, 2009 at 7:31 pm
Carol that term is HEADEND. Thats the main hub where the fiber transmits the data out the neighborhoods. From there it hits a device called a NODE that transfers the fiber to copper. It more than likely is a headend issue if its multiple towns. The info travels on the fiber by laser light and if the lasers are off, baam tiling for everyone. If the hub equipment acts up baam, tiling, if the node fails baam tiling or nothing at all.
And also, did your hubby use rg/6 cable? It will say on the jacket of the cable. I just want to make sure your up to snuff. Also, please dont say he got it from radiocrap erm I mean shack.
Those areawide can be a pain to get addressed unless its all channels and internet/voice as well. I’m in an area that once had an areawide problem and took like 2 weeks to even get the emails and tickets read. Then we were told oh its RF(signal) problems at the house, we were like “yeah, ok, 5-8000 people over 6 towns at once and its on our side”. but after a few more weeks it was finally fixed.
October 3rd, 2009 at 7:36 pm
Rufus if that box isnt recording your channels you probably have a bad box. We get them all the time, used abused, and sent back out anyway. They tell us they hit the dumpster if its returned twice but yeah right, I rememebr seeing 4-6 return stickers on the bottom of boxes hence why we dont get the stickers anymore because we use to show cutomers how to look for the remaining residue when they try to peel them off.
October 3rd, 2009 at 7:39 pm
Oh and I’ve also seen dvr’s that have trashed hard drives get gutted and sent out as regular hd boxes…..SAAAWEEEEET!!
October 4th, 2009 at 6:06 pm
Is it just me, or do a LOT of comcast customers have multiple billing problems. I was on the phone for over an hour today concerning a $549 bill I got from them. The billing issues I thought had been taken care of back in July, but alas it happened again (only this time they were going for the big money apparently). The CSR I spoke with “said” she issued a credit back to my account in the amount of $408. But how can you believe that when billing errors seem to reoccur over and over (5 times for me this year). I had corporate involved earlier this year, and still……..the billing errors continue. Each time I have to spend over an hour on the phone with them convincing them, and having them research it. I had thought when corporate got involved things would get better. But this isn’t always the case. All of us need to start emailing and calling the corp. offices and demand action. And worse, this company is going to buy NBC???? That will be the end of them if Comcast actually does go thru with it. Comcast is deceptive in their billing practices, and lies to their customers. No company should be able to get away with such unethical business practices.
Thanks for reading!
October 5th, 2009 at 4:14 am
Dear Comcast,
Stop throttling my fucking connection when using Bit torrent. Hey, guess what, professors these days are starting to get around to modern technology and have heard how great P2P is, so get out of the Dark Ages and stop throttling my connection when I’m downloading lessons for the week. That or look up “net neutrality” in the FCC dictionary. When you win the Golden Poo Award from Consumerist and are constantly voted as the worst in customer service, it might be time for you to rethink your douchebag policies in what customers are paying for vs. which network’s dick you are sucking.
Signed,
A Comcast customer out of forced location
Believe me, if there were any other ISP choices, I’d take them in a heartbeat. I cannot wait for that chance after I graduate and NEVER use Comcast’s services for anything again.
October 6th, 2009 at 9:30 am
September 30, 2009
Comcast Cable
Attn: Supervisor/Office Manager
P.O. Box 3006
Southeastern, PA 19398-3006
Re: Rose Johnson
Account No: 09532-256865-01-2
Dear Supervisor/Office Manager:
This letter is to formally advise your office that on or about July 22nd, 2009, Comcast Cable arrived to the home of Rose Johnson, 113 Oaklee Drive, Fruitland, Maryland 21826 to collect any and all Comcast Cable equipment. Thereafter, the account of Rose Johnson was over charged/billed incorrectly for the month of August and partially the month of September.
Also please be advised that on or about September 28th, 2009 Rose Johnson made an online payment of $159.00 on her M&T debit/checking account in order to restore her cable services. This was specially a one time payment of $159.00. Comcast Cable put this payment of $159.00 through two times which over-drafted her checking account. It is clear that Ms. Johnson’s cable services would not have been interrupted if the billing was correct for the month of August and September (see attached).
Ms. Johnson has tried to resolve this matter via telephone and over the internet but was ultimately advised each time to send your office a letter in writing. I hope to have this matter resolved in a timely manner and look forward to your prompt response.
Sincerely,
David W. Moore
enclosures: copies of relevant information
DWM/rmj
October 6th, 2009 at 10:50 am
Last week my Comcast HDTV died — packet loss, I believe. I scheduled an appointment. Right before the technician arrived I got a phone call from Comcast saying the problem in my area had been resolved. So I canceled the call. My mistake. The tiling and totally blank screens on numerous other channels returned. I scheduled another appointment. Technician came — basically he called his supervisor and they zapped the TV. He left. Problem returned. Got a “bright ticket” #111414. They told me to call the next day at 8 am to get the technician back out. But because I called so late the night before they were closed and assumed the problem had been resolved so my bright ticket was voided.
I was nice all morning until I snapped at 11 am upon learning that the bright ticket had been ignored. I realize the customer reps are semi-trained idiots and not entirely responsible but patience only goes so far.
October 6th, 2009 at 11:39 am
Wow, where to start.. Ok let’s rewind 6 months ago april 4th, 200c when I canceled comcast tv from my internet/tv combo. The nexy month may I was still billed for th cable tv. I called them they said that it will be credited back to my account. So I wait for the next bill, SAME THING!! June I call them again, they said that they’ll take cre of it yadda yadda yadda. Guess what I see on july’s bill? You got it! Same flipping charges. Flash forward to today 10/6/09
Since the I’ve been to my local comcast office twice and called a few days ago. Same freaking charges still be applied to my account! If anyone knows I should contact to get this resolved right now please send me an e-mail at jahjahbinks@yahoo.com because I’m sick of all the run arounds and smoke they’re blowing up my as-!
October 6th, 2009 at 11:53 am
Since October 1st, when I started calling Comcast for help, and as of today the ability to add secondary accounts to primary account DOES NOT WORK. Only after hours talking to eight different people (half with attitudes) over days did they finally say that system is down for repair. Thanks for letting me know. CALL FOR YOUR ACCOUNT CREDIT NOW for a feature you pay for that does not work for days. I checked and have no contract with this company that can’t even spell customer service. Back to ATT…
October 6th, 2009 at 1:04 pm
Comcast cable tv and internet service are terrible here in woodlands, tx. Last night could not sleep and turned on tv at 3:30. Experienced packet loss, complete lost image etc. this has been going on since April. had friends to dinner saturday night and table talk was of frustration with Comcast. Called ATT again but no service yet on my block. I am beginning to wonder what constitutes theft of service.I called last week because the on demand was not working and was told that it was a free service and I had no right to complain.
October 6th, 2009 at 2:20 pm
I have had very few issues with Comcast’s service over the 7+ years I have had them. We had some issues with temporary outages during the first year or two, but that was really about all.
Now, on 9/14/09 I added new services (Internet, Phone and more movie channels). I was scheduled to have these services installed on 9/25. On 9/19 I tried to activate my new DTAs(??) ahead of the digital conversion. I worked with 2 individuals over the phone to try and get the 2 devices activated. No luck. The support person noticed I had an appointment scheduled for 9/25, so she added a note to my account for the technician to also assist in enabling the 2 DTAs.
Fast forward to 9/25. I took the day off from work to wait for Comcast who was to show between 10 and 1. At around 11am I get an automated call reminding me of my appointment on 9/26 at 10-1. This is a surprise to me, since my paperwork clearly indicates the appointment is for 9/25. I call Comcast and they notice that the appointment was changed from 9/25 to 9/26 on 9/19, which is when I called support. It seems when the note was added to my account, it changed the service call date and no one notified me. So I wasted a day. I re-scheduled the appointment to 10/5/09 10-1 since no one was going to be around on 9/26.
Fast forward to 10/5. I have once again taken a day off from work to wait for Comcast. At 1:15 no one has shown so I call Comcast to find out where my technician is at. I am informed that my appointment was bumped due to a lack of technician availability. Now of course I am a little pissed at this since I wasted an entire day once again. Plus, no one thought to call and inform me that a technician would not be arriving. After talking back and forth with the Comcast rep he informs me that they do not know which jobs they will be able to cover each day until the morning of the appointments. At this statement, I finally lose my cool since Comcast just admitted to me that they can not ever guarantee that they can fulfill a scheduled appointment. I have worked technical/customer support for over 11 years and if the company I worked for ran their business like that we would not be in business any longer. We actually sell telecom equipment to Comcast and I can tell you they demand better service than I have received so far.
At approximately 5:00pm on 10/5 a lady from Comcast called to inform me that they would not be able to make my appointment that day and would I like to re-schedule. I told her this call would have been nice 7 hours previous, while I was waiting for the technician. I also informed her that I would not like to schedule another appointment until I speak to someone who could guarantee the appointment time would be met. I requested she have a supervisor call me to get this issue resolved.
The following day, 10/6, at 12:30 I call Comcast back to determine why no one has called me about my concerns. While navigating through the automated phone prompts I find out that I have an appointment schedule for 10/13 8-10. I never agreed to a new appointment, one was just scheduled without my input. I finally get a supervisor (Caesar) on line today and he of course apologizes profusely ( I was unfortunately more rude to him than I should have been considering he was trying to help, but I was very frustrated at this point. I will call him back after this posted to apologize now that I am more calm). Turns out all he could was give me (2) $25 credits for each missed appointment and he claims he will follow my account and call me on 10/13 to ensure someone arrived.
Now I will have to take a 3rd day off from work to meet with Comcast (if they show) and all I get for my time is $50? My time is worth much more than $25/day. I will have lost a minimum of 3 vacation days due to Comcast’s inability to show up.
Thank you for letting me vent.
October 6th, 2009 at 5:08 pm
Folks,as a former Comcast customer service tech I can tell you a couple of things right off the bat. First, your complaining does no good. You are a tiny tiny minority of people who have service. So keep going and watch nothing happen. All companies who provide a service has problems. It doesn’t matter who they are or what they are providing. Most of you who complain here would complain no matter who you had. You time is worth nothing to this company at all. You are given credits to get you off the phone so the poor agent who has had four weeks of training doesn’t have to keep listening to you because you do nothing but call. Guess what, you call internet tech support not only can we tell you are on-line but that you have not been off line for 2 weeks and are just now deciding to call. Do we believe you? Nope, for two reasons. First off you would not have waited 2 weeks to call if your service was not working and secondly, we can see you modem is on-line and has been as it sends a signal to let us know if it is on-line or off line. Just because you are down does not mean you are in an outage. When you move the modem from one outlet to another, it may or may not work. Also because your house may have 20 year old cable wiring does not make it our fault nor does it make us responsible for replacing it. Just like the phone company Comcast only covers what they install and that which is outside. And for the love of Pete please read that little agreement you get when you sign up for services, your e-mail is provided to you for free and is not a charged service. No discount for it not working and no, we don’t care if you run a business from your home, you have residential service not business class and are now in violation of your terms of service and we can, but usually don’t term your account right on the spot. Also in parting, keep yelling and cussing, we like it and tend to do our absolute best for you, like not trying to get you a sooner appointment or letting you know you can call about credit to your account when service is restored. You will get back exactly what you are doing to us, nothing but a hard time. think about it when you call because you have a slow connection, no on demand or 300.00 in porn on your bill.
October 6th, 2009 at 9:05 pm
I was recently visiting relatives that have Cox Cable. When a video on demand problem occurred there, a call was placed to Cox customer service. I requested that the phone be put on speaker so I could hear.
What a difference from Comcast where I live. After holding around 1-2 minutes they had an option to request a call back. less than 5 minutes later a pleasant and knowledgeable Cox employee called back and took care of the problem in less than 2 minutes. THAT would not have occurred with Comcast. According to my friends that call in for service you’re routinely put on an endless hold, often shuffled from person to person and then are frequently disconnected after investing a lot of time in the process.
I think that Comcast’s largest opportunity to improve our service and stop customer churn (and improve revenue) involves improving 2 really basic things. One: we need to honestly treat customers better when they call for service for problems they have. Two: Comcast employees need to be treated much better and that will translate into better service to customers.
The management style at the end of the chain of command is absolutely dreadful at Comcast. The people interfacing with customers and those keeping the systems running for the most part are not treated with any respect at all as people and employees. We’re constantly browbeaten and blamed for anything that doesn’t go well when we aren’t given the proper tools to do the job properly. Also, we recently learned that while rates for Comcast service are going up and the company is doing very well financially our benefits are being drastically reduced. We’re going to lose a big chunk of the matching portion of our 401k and the already high contributions for our medical insurance will be going up yet again. Wow, that is really going to make it tough to come in to face 9 hours of abuse at the hands of some arrogant and rude lower end manager. On top of this we constantly are threatened that we need to do better with customer service…or else! If it wasn’t so draining on our energy and absolutely pathetic the ridiculousness of the situation would be funny.
October 7th, 2009 at 3:34 pm
this is for all businesses thinking about using comcast for business. We had them, and dumped them as fast as we could. We had comcast for all Internet and Phone. The service was down on a regular basis (by regular 1 to 4 times per month. We had numerous service calls, and finally one of the comcast support people said to us, “you are down once a week? That’s not bad, you should expect to be down at least that much with our service.” Comcast, are you nuts! I would like to see your entire business, go without phone/fax/and internet for a whole day. What irresponsible people are running that organization.
October 8th, 2009 at 9:57 am
Ok….so now I bought a TV Tuner card with Dual Tuner which uses Clear QAM. Cool, right? Well unfortunately, with the DTV transition, COMCAST doesn’t feel compelled to care enough about the customers who don’t want anymore equipment in their house (also have 2 more HDTVs with Digital Tuners) to actually make a channel lineup for the Basic Cable people. The EPG (Electronic Program Guide) does not have any programming info for any of the channels that aren’t local channels. Just so you know, all the TVs in the house with the exception of the HDTV in the main bedroom have some sort of equipment on them but it is pretty stupid to put a DTA box on a HDTV when the picture is better from the straight cable feed. I bought this Tuner Card for my pc becasue I’m sorry but sometimes Dual tuner DVR is just not enough and since the DTV transition I have had to put a DTA on my TV since there is not digital tuner in it and my DVR is now useless since it also does not have a digital tuner in it. Just looking for some kind of help from Comcast. Make some kind of effort to give the Basic people some kind of channel lineup or some kind of useful program guide. Please Comcast learn to care about your customers…..all of your customers.
October 8th, 2009 at 5:23 pm
So my “high speed” internet is not working today. I call 1-800-COMCAST and select the options to report the problem. I get a auto-message saying that there is a known problem and they are working on it, no need to stay on the line. I stay on the line because I’m a curious guy and when I finally get to a tech they say there are no reported problems in my area and everything ref: my modem is “green”. I ask them about the auto-message and they say its a mistake, they offer to have a tech come out in 6 days, (i just had a tech out 2 days ago and he said everything is fine). Oh, and if you have a problem with your DVR not recording right dont bother calling because they are “all out” of DVR’s, they will mail one to you later. Yeah right. Dear Verizon, Please get FIOS to my zip code soon, sincerely disconnected in Maryland.
October 8th, 2009 at 8:03 pm
YOU HAVE an OPTION TO COMCAST – Let me explain……
A few days ago our TiVo died. We decided to try the Comcast DVR. The appointment is scheduled for 8am 5 days from now (you can never get them to come quickly). At 5:45pm the day before my appt Comcast leaves a voice message that they are shipping my new DVR to my home and therefore I no longer require my service appt. Umm..YES I do. I don’t know how to hook it up and by the way – why would you cancel an appt without asking me?
I call comcast and they actually tell me “WE DID NOT FORCE YOU TO TAKE TIME AWAY FROM WORK – THAT WAS YOUR CHOICE” When I ask to be compensated in some way for my lost wages they simply say “COMCAST DOES NOT COMPENSATE ANYONE FOR LOST WAGES DUE TO SERVICE APPOINTMENTS” Umm…if I had the fricken service appt then fine but you made me take a half day off and NO ONE SHOWED UP!!!
So I submit emails to Rick Germano, Senior Vice President of Customer Operations. http://www.comcast.com/customers/feedback/default.cspx
Since I already took time away from work for a service appt that never happened I went to Best Buy to see what they have.
I signed up for DIRECT TV and found it 104% cheaper than Comcast!!! I can even program my DVR through my iPHONE. They gave me a big discount for signing up at the store. I had 2 calls about my installation within 3 hours.
I would have paid the same amount as I am paying comcast just to get rid of them – but now I’ll pay HALF what I am paying that crappy company and I won’t have to deal with them anymore. I HATE COMCRAP!!!!
October 9th, 2009 at 7:22 pm
Some praise and comments:
Ordered our “boxes” to support the “digital” transition on September 4th. In early October, most channels gone and still no boxes. Call Comcast (locally), got to talk to a nice lady and she promised to send a tech out with the boxes (~5 days out).
1. Tech did call and alerted about 30 minutes before arrival, he got here on the time and date promised, and he was rather nice (and also admitted that he was no fan of the digital conversion and what it brings along). So now we have “channels” again – and surprisngly, most of them with pretty good picture quality (all SD though).
2. But do I HATE these digital converter boxes. Remote control is crappy, changing channels takes some serious time, and in neither of the three TV locations do I have a good spot for these boxes.
I’ve said it before, let us put ONE central “converter” in the basement, and let that one “rebroadcast” via coax the TV channels we want to pay for, to the other TVs in the house (can be either analog or digital unencrypted QAM).
3. All the good features we’ve enjoyed (PiP and “easy of use”) are out the door, and we are being hammered with tons of channels we have NO interest in. The “favorite list” is a good start, but it needs to be much more customer friendly. And Comcast – since they have already partially on channels 961(?) – should set up more “compilation” screens where you group similar channels on one TV screen, allowing for a somewhat “simulated” PiP and allowign for jumping between channels. This is a feature that maybe Motorola can better incorporate. We are not even close to a standard TV feature where you simply can delete the channels you are not interested in and they’ll never again bother you either.
4. Thanks to “complaining” (contructively) we have a very good monthly rate for the next 12 months, but after that, we’ll probably just keep Comcast’s (excellent in our area) internet service and stick either to just OTA + Netflix, or go for satellite (already have a conduit running from a dish mounting plate all the way to our patch panel/splitters in the basement).
October 10th, 2009 at 12:39 am
Following is a letter I sent to Comcast Contract Services today:
Dear Contract Services:
This is my second letter asking you to please confirm in writing that I have a one-year contract with Comcast, with the following terms:
Services: Comcast Digital Starter for $29.99 per month for 12 months
I am making this request for confirmation because I have received various documents in the mail indicating different terms, for a 24-month Digital Starter at higher rates for the second year. Please note that I have never agreed to this second contract and do not approve of it. Attached please find a letter I received today expressly stating that Comcast “has not yet received your signed agreement for” the Comcast 24-month Digital Starter. I do not approve of you changing my 12-month Comcast Digital Starter to a 24-month Comcast Digital Starter.
Also note that I am forwarding a copy of this letter to the appropriate agencies, which as you know do not approve of Comcast unilaterally changing the terms of its customer’s service plans and then trying to force customers to agree to terms that are contrary to the original agreement. Moreover, be aware that I am also forwarding this letter to my attorney, who will not hesitate to take more forceful action to enforce my original agreement with you should you choose to ignore it.
Regards,
October 10th, 2009 at 10:46 am
Warning for anyone thinking of Comcast Security. Three weeks ago, I moved into my newly built home. All data and video wires go back to one metal box. All of my window and door wirings go back to the same box. After my cable and phone was installed, Comcast security contractors came in. They told me that my home has wiring for a security system and it would take lot longer than normal. The contract they had with them stated trim. They tried to tell me that a wireless system would be better. After I declined, they went to my metal box and came back stating that they cannot find the wires for the power, detectors…. My builder would have to fix the wires and they will have to return. Well I did not have protection for 8 days. Folks, there are only 56 homes in this empty subdivision.
After my builder assured me that the wirings are correct, fed up, I called another security company. The guy found all the wires and did the whole job in 4 hours. The security professional told me my wires are where they are supposed to be. By the way, the guy is not with the builder. I got him as a recommendation from my coworker. Needless to say, I will cancel all my service with Comcast.
Since then, I found that four of my neighbors had the same experience with Comcast Security. They went with the wireless system recommended by the installers. It is a shame that they are protected with only doors and motion detectors when all their windows are wired as part of their home. I will personally relay Comcast incompetent security service to every new neighbor I encounter.
October 10th, 2009 at 6:25 pm
Nancy, we have a security division now? Wow just when I thought communication was bad here, I find out we have a team that does security sytems..Saweet.
Per-Ola I agree with you on the centralized converter. Its done in hotel/motels so why not houses. I myself have 4 or 5 tv’s that will need those crappy dta’s, even the tv that I watch the most is cable direct since I only watch 3-4 channels. Even dish companies can do 1 big mdu unit for apartment buildings, heck it would be less equipment money and faster easier intalls too. Have motorala make a dvr edition too, true wholehouse dvr… Our corporate loves having firsts in the industry so there ya go.
October 10th, 2009 at 6:28 pm
Oh and speaking of wich, if we can have a team that does security work unless I’m missing some info on that part, why cant we have a commercial team that does all the business class work. Too many of those jobs are being sent to people with no training/certification for that equipment or workorder/rate codes. Or are we suppose to hold up a business to use the customer as a guineapig?
October 10th, 2009 at 6:31 pm
Brice u, thats a common issue. My best advice if you have someone else in your household that can open an account is to cancel yours all togetehr and have the other person open one up. They might even get one of the tasty newsub promo’s. Opps did I say that out loud?
October 10th, 2009 at 10:20 pm
I have never been so frustrated and had such an urge to spread my hatred for a company…until I used Comcast services.
I signed up for a cable/internet package that included a “rebate.” When I asked the installation guy how to get a form he gave me a phone number.
After several calls (nearly 10), I was absolutely no closer to getting a rebate. I had been told several times that “marketing would be contacted” and that I would then hear back from customer service, which obviously never happened. Most customer service people gave me a different answer than the last, and their “immediate supervisors” were of no more help. Eventually after wasting an inordinate amount of time to get nowhere, I gave up.
My father googled Comcast CEO and was able to find some different phone numbers. I recommend calling them directly and often, because when you do this, you actually get called back. At least it is more satisfying. I’m still waiting on the “rebate” however.
When I needed an HD box I was told to go to a Comcast center to pick up the box that day. After driving up there, I was told that they were out of boxes and had been for quite some time (long before I had called that morning).
When I asked to have a box delivered, I set up an appointment several weeks in the future. That morning, after waiting from 7AM to 10AM, I gave comcast a call to see if the tech was nearby. I was told that they were still out of HD boxes. It seems strange that they wouldn’t call to tell me that, especially when I had confirmed my appointment with them the night before.
After the bait and switch they pulled by luring me to sign up with the promise of a “rebate” they never intended to give, I look forward to never doing business with them again, when my agreement is up.
October 13th, 2009 at 1:27 pm
Nice isn’t it how the porno spammers have found this site. Probably someone at Comcast.
October 13th, 2009 at 8:10 pm
We waited 5 weeks for a cable box. No other service choices in our area. We were told we would be called when a box was available. we were never called. The comcast “drop in station” in our town has no phone number, so every time we wanted to see if a box had come in we had to drive there during business hours.
We finally get a box. The first month, they overcharge us by $75, claim that our check bounced (it didn’t). To prove that it didn’t, we have to get a certified copy of our bank statement faxed to them. We don’t have a fax machine, so the expending of our own time and resources to continue this basic services continues. PLEASE, VERIZION, EXPAND TO OUR AREA.
October 14th, 2009 at 6:33 am
I have Comcast. Again. But it wasn’t easy to get. I literally had to “trick” them into taking my money and providing me with service.
Fortunately, as a three-time or so customer, I knew the routine. Don’t call Comcast directly. Go online and find an offer for a free modem and coupons/discount. I did this in Chicago where the Comcast rep said there was no better deal than something like $50 a month for internet service. Then I went online, got my coupon and called back to the same person who honored the coupon. Anyway…
Back in Atlanta now. Wanted Comcast internet, so I called them. After a few attempts (I’m accustomed to the getting disconnected routine) I got someone who took my address and notified me Comcast wasn’t available in my area. I was on my cell, standing in the front yard, next to a green box that said “COMCAST” on it. I explained this to the agent who made no effort to figure this out and sell me their products.
Fortunately, my years of practice as a Comcast customer came in handy. I just went to one of those discount sites to get my free modem. The order went through and with a little prodding, a very knowledgeable Comcast tech came out to hook me up.
Years ago, I was a Charter customer. So Comcast is nothing to me. It’s like a few hours of simple water torture after several years in a Turkish prison. I can do Comcast standing on my head now.
October 14th, 2009 at 10:04 pm
I have been on a package for a year, and the monthly fee I was receiving ran out in September. I never received a note from Comcast to let me know my billing would be changing. I was even on the phone with Comcast in September, and the supervisor never let me know my monthly rate would change with my October bill.
I opened the bill yesterday. pro-rated because of when I paid the bill in September, and now I owe Comcast $165. in October. I called the customer service office and got absolutely nowhere – matter of fact the CSR was rude and yelling at me. All he could offer me was a rate for six months and then I was told it would be back to the rate I am now getting. He kept offering me phone, cable, and internet – firt time I ignored him, the second time I finally told him that package doesn’t work because I don’t have a land line. He got mad at me, and I think he did because I made him feel like he didn’t know his customer on the other end of the phone AND HE DIDN’T. I found out later if a CSR can sell one of those packages, they receive commission for their hard work.
Why doesn’t Comcast do something for its customers who are in good standing, pay their bills on time, and really never ask for anything extra? I am tired of dealing with Comcast, and I know over the next few days I will be leaving their service because their service certainly isn’t customer friendly.
Comcast doesn’t know what customer service is and they don’t train their employees in how to handle their customer base.
I so want to complain to the company, but I don’t even think they will care. I know when I had DirectTV I could call the company and recieve reduced rates because that was what they were offering to new customers, and Verizon has also done the same for me in the past with regards to my DSL. I just don’t get it – HATE DEALING WITH COMCAST THEY DON’T LIKE DEALING WITH CUSTOMERS IN GOOD STANDING.
October 17th, 2009 at 12:15 pm
So we have had comcast cable internet for about 2 years. We had the medium speed for about the first year and half. Then we started getting a lot of lagging when playing xbox. They made us drive about 30 min away to bring them our router and splitter. So we go through all this and it works a little better for a few weeks. The same problem comes up and we call again. The girl on the phone doesn’t ask me ANYTHING other than do you have a splitter? I tell her yes she says we must have got a bad one and to take it in again. We bypass the splitter to verify that she is right and again works better for about a day…. After being frustrated with customer service calls we deal with it for another week or 2. Finally we sit on the phone with them, over and over trying different things. We end up taking both the splitter and router in AGAIN. We get home try it out still very slow internet tests and can’t play xbox live. We call again the guy on the phone tells us he can tell from where he is there is something more going on. The send someone out the next morning. He tells us that when we canceled our camcast cable tv the installed just clipped a wire being lazy. He also had to replace other things outside. So he tests is tells us it is much faster. We are finally happy everyone is excited to have it over. We go in and try the xbox again….. same thing. We do an online speed test, and it is exactly where it was before he got there…… Unfortunately where we live there isn’t many options. At this point we feel very screwed over. We are getting speeds at about half what we are paying for. The speed has huge dips that make any online gaming impossible. 80$ a month for horrible customer service and a horrible internet connection. Thanks Comcast I hope you die.
October 17th, 2009 at 5:06 pm
I am a new comcast customer and so far not impressed. My installation appointment was between 11am and 2pm on oct 12th. I was home and waiting patiently for a knock on the door. While I was waiting I went on the comcast website with my iphone. While on the site the technicain called and it went straight to voicemail. I called back when I discovered the voicemail about 4 min later 11:05pm. The csr said the tech had already been to my house and knocked on the door. Also that the tech had left a note on the door and that he would notify the tech to return. I checked the door and no note was left plus I didn’t hear anyone knocking. I waited till 2:15pm and called comcast for an explanation. The csr told me that a tech would be there that day before 5pm. At 5:30pm I called comcast again, this time csr told me that I had canceled my appointment and rescheduled for the next day. I told the csr I didn’t cancel anything and accepted the appointment for the next day. The tech guy came around 1pm was at my house for over and hour. Something about the the modem still had the old adress which was not disabled and the system does not allow duplicates. The tech guy was very courteous and apolgised for the appointment taking so long. After the tech left I tried using the dvr feature. After getting an message on the screen saying my dvr service is disabled and to call a csr. So I did the csr told me that the dvr takes 24 to 48hrs to activate. Ok so I waited and called back 2 days later told the csr what the previous one had said and he couldn’t contain his laughter. After some checking he said the my box was a HD reciever not a dvr and that a dvr is 7 more dollars a month. That if I wanted the dvr I had to exchange my hd box for a dvr box at the nearest office. When I hung up with this csr I checked the installation invoice and they charged me $19.95 for a digital recorder. The invoice is confusing and unclear at best. I specificly asked for the dvr when ordering the promotion. I would call comcast for and explanation of what exactly is on the invoice and what I am being cha