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Comcast - Horrible Customer Service

Comcast - Horrible Customer Service
This is the culmination of several frustrating conversations I've had with Comcast over the years. As with most other "media providers" I've purchased products through, working with Comcast is a constant game of smoke and mirrors and haggling in an attempt to not get ripped off. The main reason I'm submitting this complaint is due to Comcast's awful customer service. First, their website claims that they have customer service available 24/7. Yay! I'm deployed to South Korea, so with the time change this is great. Unfortunately, they do have customer service available... if you count a recording that informs you that their service center is not open. How is that helpful? It's not, only misleading. Second, I tried taking care of my business via the chat option. Also unfortunately, this service is outsourced and is of terrible quality. As with previous experiences, it was an uphill battle to get anywhere with the representative I spoke with. Excessive and redundant courtesy, 100% read-backs of everything I requested, and general excessive rambling. If you want to make your customers happy: cut to the chase, be professional, clear, and concise, and don't waste their time. See attached image for the transcript of the chat that is so laughable it might go viral on Facebook. Overall, this single event wasn't the most awful customer service experience I've ever had. It was, however, the straw that broke the camel's back and thus prompted me to write this complaint. I know that having a huge customer base causes all sorts of difficulties. When a company pretty much has a monopoly over a certain area and outgrows its ability to take care of its customers, this is the result. Gone are the days of the mom'n'pop places that actually care about their clientele.
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1 comment
Anonymous
#768147

Amen!!!

Will never deal with them again! Moved and tried to stop service.

CS person could not take disconnect order. Told them I was marrying and spouse had Comcast.

Went to their office and PIF bill. Months later they reinstated part of a balance due and turned me over to two collection agencies for the $15.00 balance.

ID
#467408 Review #467408 is a subjective opinion of poster.
Loss
$5

What Starts with misrepresentation ends with poor management decision making? COMCAST

Here we are, the final week of NFL regular season & comcast decided to " upgrade " the service Saturday prime time. Took TV, Internet & phone offline with no warning then couldn't get service back until late Sunday. Service upgrade results in pixelation, intermittent service ( picture for 1-2 min then nothing for 10-50+min) the calls ( on my cell because the land line was off line) to customer service resulted in apologies & the excuse of an on going "outage" & a$20 credit (insulting to say the least), I'll be going to verizon next month. It started on a snowy day last year when the rep knocked, we spoke & I was quoted a rate of $186/month total, also informed that the service was "updated & modernized " ( I had left due to poor & interrupted service) I took the bait, the bill NEVER reflected the quoted price. It's been over $200 every cycle, I called the rep who stated it would be corrected, no change in billing, I wrote to management was called by mr perez's superior who assured me HE WOULD LOOK INTO THE ISSUE & GET BACK TO ME, that was in May. Fortunately my commitment to Comcast expires this January, I honor my commitments, something Comcast should try. As far as modernized & updated is concerned, remember the signal is still being delivered by the same old original transmission lines which in this neighborhood Averages 40+ years, Comcast took over Lower Bucks Cable & are still using the same wiring for local distribution
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ID
#467385 Review #467385 is a subjective opinion of poster.
Location
Bensalem, Pennsylvania

Comcast rip off... Bad service... Bad billing

1. Lady told me one price and got another almost 80.00 higher 2. Wanted to change to Uverse, customer service lowered my bill 3. Billing was still wrong and no one was on same page 4. 2months of service 540.00 what a joke 5. Comcast has the worst customer service of any company 6. Changed to uverse and had no problems like this 7. Talked to my nieghbors they said the same thing 8. Comcast doesn't train employees on how to handle issues 9. I feel mislead and ripped off 10. Shame on you Comcast. Train your team better and fix your mistakes 11. No wonder they lowered my bill "or said they would" they will tell you anything to keep you.. Overall it's still horrible as a bad service provider
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ID
#467129 Review #467129 is a subjective opinion of poster.
Location
Nashville, Tennessee
So, I am so miffed right now and I will post this on any possible outlet that I can. I have to say that Comcast is fraudulent in its dealings by deceiving people into paying extra for their services. I recently switched and was robbed by Comcast. Allow me to explain. ...
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3 comments
Anonymous
#764393

I'm with you! I ordered HD service and the 3rd party underpaid unprofessional contractor brought out some old smoke infested lame box!

I told the tech that is not what I ordered and all he said was that was what the invoice said. I had to drive to the local office to exchange later that week. After several attempts and bad equipment I got one that finally worked correctly. a couple years later now, I put up with all the fee changes and add-ons that they saw fit from time to time but today I finally had enough.

Took there *** in and canceled now will suffer and do with out. Just glad to see them gone and maybe for good!!

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ID
#466198 Review #466198 is a subjective opinion of poster.
Location
Atlanta, Georgia

Comcast Cramming Bill.

I have been being Billed $124.53 forever. In Dec the bill was Crammed for $32.00 bringing the total to $156.53. I caked them waited on the phone over one half hour and disconnected me. I went to call them the following day and brought up my bill online for some figures. I had the Jan2014 bill and they had Crammed another $20.00 on it, Total now $176.53. This is for their Tripple play Basic package with NO EXTRA'S! I spent over an Hour on the phone being disconnected 3 times. The final Customer Service (LOL) person claimed the $20.00 charge was because my plan had run out. As for he $32.00, they didn't have a clue. so now it's goodbye ComCRAP!!!!!!!!!!!!!!!!!!!!!
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1 comment
Josalyn
#778307

Yes, once the initial plans run out, the fees increase. Fact in, customers really don;t need all that extra crud!

Internet is provided in about 3 tiers. Burst of speed is extra.

Most people don't need 50mb speeds with burst-of-speed! Buy your own cable modem and save the rental fee.

ID
#465804 Review #465804 is a subjective opinion of poster.
Location
Fort Wayne, Indiana
Loss
$32

WORST BUSINESS INTERNET AND TELEPHONE SERVICE

MOST UNEDUCATED CUSTOMER SERVICE REPS I HAVE EVER ENCOUNTERED. MY BUSINESS LINES WERE DISSCONNECTED BECAUSE I WAS PORTING THE NUMBERS TO A NEW CARRIER. NO ONE COULD TELL ME HOW THIS MISTAKE OCCURED. AS A RESULT MY CUSTOMERS ARE UNABLE TO CALL ME. VERY FRUSTRATING. THEIR INTERNET AND CABLE SERVICE GOES IN AND OUT ALL THE TIME. THIS HAS TRULY BEEN A NIGHTMARE. THE EMPLOYEES OF THIS COMPANY CLEARLY DO NOT KNOW HOW TO HANDLE BASIC PROBLEMS. I SPENT 2 DAYS TRYING TO GET THIS RESOLVED AND HERE WE ARE ON DAY 3 AND STILL NO RESULTS. PLEASE STAY AWAY FROM THIS COMPANY. THEY HAVE POOR SERVICES AND INCOMPETENT EMPLOYEES.
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ID
#465124 Review #465124 is a subjective opinion of poster.
Service
Comcast Internet Service
Loss
$1000

Billing

Maggie Says: December 19th, 2013 at 11:26 am they are a pack of lairs…I am dealing with them now I have NEVER been turned into a collection agency until I got involved with this rip off company…First I shut down my service at old address I was told by User ID B.V. and Rep named RANI my bill from the old address was 13.31 which I paid on the spot…Well I moved here and it was a mess that moving thing they have is a joke ..first off they canceled the appointment to install a DVR and wiring (the system for some reason did they they could never figure out why)…REALLY…then I called cause I had nothing here and it was all suppose to be ready…YEAH RIGHT I moved in Nov 2,13 and canceled them Nov 11,13…I had a big mess and nothing here…and then I called after I got a bill and said hey wait I had nothing here from Nov 2,13 till I canceled you on Nov 11,13 thelady I talked to said she sees that and would turn the bill over to billing and would probably come out even…she stated she would call me back I said ok…well yesterday a collection agency called and said I owed COMCAST 71 dollars and change FROM THE OLD ADDRESS…ARE YOU KIDDING…I go on line and print out my old address bill dated 12/1/13 and it shows 0.00 amount due…today the agency called again this is total *** because it was such a mess up here and they could not collect on me her cause so many people know how bad it was including a friend that works for another company…they are trying to get me to pay for the old address…I hung up on the guy today and will continue to do so…they can shove that 71 and change up where the sun dont shine I am done with that pack of lying trash STAY AWAY FROM COMCAST THEY WILL RIP YOU IN ANY WAY THEY CAN EVEN IF THE HAVE TO LIE AND THEY DO THAT ON A NORMAL BASES…THEY ARE A GARBAGE COMPANY REVIEW ALL THE COMPLAINTS EVEN AT THE BBB THEY HAVE COMPLAINTS WHICH IS WHERE i AM GOIN NEXT….
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1 comment
Anonymous
#761937

going thru same thing at the moment, ready to contact an attorney!

ID
#465087 Review #465087 is a subjective opinion of poster.
Location
Pekin, Illinois
Service
Comcast Service Transfer

Comcast owes me over $500.00, and will not pay!!

I signed up for "premium channels", phone and internet. After 4 home visits....,which I had to pay for, my phone has NEVER worked, nor has my internet......BUT THEY STILL CHARGE ME MONTHLY for all !! This has gone on since Feb. 2013. If I only pay for the service I DO get, my t.v., They disconnect my service. I also had to pay to get it reconnected!! I have contacted them at LEAST 10 times,(many more attempts but because of the awful customer service I have not gotten through) I am still getting the run around. An email saying 'they appreciate me as a customer" blah, blah...This is... UNEXCEPTABLE!! Can anyone tell me who I go to in Oregon to RESOLVE this RIP OFF COMPANY? I am using a friends internet, skwjsw@gmail.com
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Featured
ID
#464734 Review #464734 is a subjective opinion of poster.
Service
Comcast Tv Service
Loss
$500

Fradulent Billing Practices

I signed up for Comcast service nearly 3 years ago. We used our own modem for internet service, which we purchased off newegg.com (and fortunately still have the receipt for). However, they consistently billed us every month for a Comcast modem, so we had to call and dispute the charge, they would "credit" it back to our account (i.e. reflect it as though we were getting the modem for free), which I would then have to argue with the CSR to remove it completely so we could stop going through this circus every month. They constantly screwed up our bill, at one point charging us over double our regular amount (again for equipment we didn't have), then telling me I would have to pay it even though it was incorrect and they would credit it back to my account the following month. Finally we moved to an area where Comcast no longer had a monopoly and we were able to switch to Verizon FIOS, thank the heavens above. In August, we made the switch. I received one final bill from Comcast in Sept. for $3. Thought I was finally free of the devil. I get a call from a collections agency on 12/12, stating that I owe Comcast $33 and they turned me over to collections for non-payment. I contact Comcast and come to find out, they are accusing me of not returning the modem that I NEVER RECEIVED. The CSR told me my situation had been "escalated" and a rep would contact me in 48 hrs. Never got a call back, but received numerous calls from the collections agency. I emailed Comcast corporate regarding the situation yesterday and still have heard nothing. They never sent me a bill or tried calling me or emailing me about this amount, which I guess they wouldn't because they know I would have disputed it right then and there. Fortunately, I still have all my chat logs, and emails to them regarding this, dating back into 2012. I even have that handy dandy little receipt they give you when you terminate your account that says "all equipment returned." I guess they figure they can strong arm people into paying money they don't owe, because people get scared when they hear a collections agency calling them. I however, refuse to pay for something I don't owe. This is illegal, and fraudulent. How is this company allowed to operate like this? A simple Google search shows this happens very frequently. This is a perfect opportunity for a lawsuit!
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4 comments
Kori
#773446

Update: I filed a complaint with the Better Business Bureau and received a call from Comcast Corporate within 2 days. They agreed that I was improperly billed for a modem and removed the filing with the collections office. Hopefully this will be the last of my dealings with Comcast.

Anonymous
#758824

Yes, I agree, people become fearful of collection agency calls, when they should be disputing the bogus charges, in writing, and then disputing with the three credit bureaus, as well. Maybe if millions of people would flood the bureaus with letters, they would figure out better ways to deal with ordinary people than extortion.

Kori
#758802

Hilarious! Obviously reading comprehension isn't your strong point.

May I recommend repeating 3rd grade so perhaps you can understand my post? I'm "crying" about Comcast submitting me to collections for equipment I did not receive. It is the principle of the matter, I can more than afford $33, but I refuse to pay for something that I never got. How about this?

Next time you go to a store, just go ahead and pay them for items and then leave the store without them. Then have that store accuse you of never paying them for the items that you didn't get and try to file a negative remark on your perfect credit.

And by the way, I received a FINAL bill from Comcast for $3.92; how do I know it was a final bill? Because it said FINAL BILL at the top.

Oh and the fact that I never received another one after that. Have a great day troll :grin

Anonymous
#758795

What $33.00 You are CRYING about $33.00.WTF.You knew you owed more than $3.00 after you closed the account.The nerve of some people.Alway's trying to get something for "Free".Pay the bill and Move on.

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ID
#464074 Review #464074 is a subjective opinion of poster.
Location
Tampa, Florida
Loss
$33

Comcast reps lie to customers

2010 Three reps said "We no longer charge for cable box's" & "Our customers can have as many cable box's they need at no extra cost". I confirmed this again 7-2013 in the local office. 8-2013 I was billed 9.95 per box! I called the company 3 times (in one day) before I got someone who could address this issue. Comcast has the worst customer service dept on this planet. The digital cable signal is weak and freezes. The internet connection crashes daily if not hourly. The phone service is a joke, can't use it for all the buzzing and static. The company has sent tech after tech and changed everything except the connection on the pole and no improvement. I would go to another company but there is no one else in my area. Our motto "Anybody but Comcast".
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3 comments
Anonymous
#758929

Every time I call or change anything I get lied to by a Comcast rep. I encourage you to write the Mn Attorney General. They will work with you to find a solution. Comcast MUST reply to attorney generals letters so this is a way you can ACTUALLY get help.

http://www.ag.state.mn.u… This is the link to a very simple complaint form. Only when Comcast has to take ownership for their bad customer service will they ever change. If they get 1000 complaints and it begins to cost them money they will change. Please feel free to e mail directly :

Sarah DeZell

Director of Client Relations and Standards

Comcast

10 River Park Plaza

Saint Paul, MN 55107

Sarah_Dezell@cable.comca…

If you want to call: Secretary

Sarah Mihalow

Client Serv. Partner Talent Acquisition

Comcast

10 River Park Plaza

Saint Paul, MN 55107

651-493-5822 - Work

If you are reading this from another state just Google" Attorney General" followed by your state and look for the complaint form on the attorney generals site.

Anonymous
#773244
@PissedConsumer758929

you are a retard!

Anonymous
#758800

In case you are not aware,Nothing is "FREE".What planet do you live on.

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ID
#463692 Review #463692 is a subjective opinion of poster.
Service
Comcast Internet Service
Loss
$135

Xfinity/Comcast

Comcast contacted internet subscribers were contacted about putting a new modem/router, I received one that was disabled; the tech installed it and was defective so he put in another modem. After installation, my wireless system printer et.al shut down. Comcast had a tech [nice guy] come out and try to resolve the issue. (3's) with little or no success. Again, I called Comcast, and I was referred to HP, who had some type of agreement. I was set up with foreign tech. who had difficulty understanding my HP printer and the issue at hand. HP eventually got the the problem taken care of; However HP tried to sell me extended warranties! Twice! My chief complaint: Why does Comcast/Xfinity practice such non professional activity with Hewlitt-Packer? They wasted my time along with their frustrated empolyes.
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1 comment
Josalyn
#778308

To eliminate all that hassle, years ago I bought my own cable modem. I had to buy again DOCSIS3.0 compliant Motorola SB6141 top of the line.

It's money in the bank.

Simple to setup. Allthough, you may have to wait uop to a day or 2 for there system to 'update' their information properly.

ID
#463189 Review #463189 is a subjective opinion of poster.
Service
Comcast Installation
Loss
$246

14 months of incorrect billings and bad internet conntections with Comcast

As of today we canceled our Comcast account. 14 months ago we moved to Georgia. We purchased a modem from Comcast and the technician installed a used, outdated modem saying we will have a new one sent to our home very soon. It never arrived and our first bill stated we were "leasing" our modem from Comcast with an additional 7 dollar charge per month. With our first call, we were apologized to about 15 times and they assured us the inaccurate charge would be removed and our account credited. The second bill arrived with a credit of 7 dollars and yet another charge for the "lease". This charge and credit volley continued up until we finally canceled as of today12-10-2013. We also had numerous times where we would loose connection up to 20 times in a hour (yes an hour) and they would tell us there was nothing wrong with our connection/signal. They claimed they could tell we had service just fine from the cable box at the road, up to the house. Really............? Pretty impressive from a technician in India or wherever, who could only make apologies. Every time we had to call their customer service we were connected and reconnected numerous times as the regular technicians are apparently only allowed to say "I'm sorry fifteen times in a 30 second conversation", and then will either drop your call, hang up on you, or put you on a endless hold. Comcast has no customer service. It is like a shell game where they will shuffle you around so much you finally end the call out of frustration after you have spent hours trying to get some kind of resolution. You may finally be able to talk with someone who actually is working in the US, who you can actually understand, only to have them lie to you as well when they say, "Give me a couple of weeks and I will get back to you with your real account charges." Don't ever expect that call to be made. This company has a monopoly in most places and they use it to their advantage. This giant company strives to make money from their customers by extortion and bad business practices.
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ID
#462921 Review #462921 is a subjective opinion of poster.
Location
Stone Mountain, Georgia
Service
Comcast Internet Service
Loss
$500

Comcast blatantly lied and misled me to switching to business.

So I have been using Comcast for a few years now and when I moved to my townhouse I used them again since I had such horrible service with Direct TV. I had originally signed up for a slower speed internet and eventually upgraded to the fastest speed they had with Blast. At one point in time in August 2013 I called to inquire about adding on TV as well and at that time we were discussing business etc and they recommended that I switch to Comcast Business because it would be just as fast if not faster and would be more reliable. Of course this sounded like a good deal so we signed on. Now it is December and my wife and I were pondering about signing up for TV again just to watch the news etc. When I called in they told me I was being billed still for my residential account AND my business account so I was a little flustered but they said they would fix it and send a check for somewhere around 200.00. They then also transferred me to the business department and from there they said that the only thing that was showing was my residential bill. Now is when i started to get frustrated and more confused. She asked me to do the "speed" test but I couldn't because I was not home so I was supposed to call back when I got home. By now I was pretty frustrated but was willing to let them fix it for me. So I called back in to the business center. When I was with the business center they ended up transferring me to a gentleman in the Loyalty Dept named Claudo. We spent a good 45 minutes talking on the phone. I asked him if he knew the Code of Conduct for Comcast and he said of course he did they all knew it. So I repeated it to him just to make sure. The biggest thing they are built on is TRUST......... I kindly explained to him the situation giving him the full opportunity to fix the situation so that I could just switch back to my normal residential service but that was "not possible". So this is the breakdown of our conversation. He originally told me that he was going to look into the conversation that I had with the gentleman in August so that he could make sure they were being honest and correct the situation. As the conversation continued I told him that I don't want to leave the company but I just want my contract ended so that I could go back to residential billing with faster internet and he told me that it wasn't possible, I had signed a 12 month contract. At that point I asked him who in their right mind would go from 50mb with blast down to 10mb and pay more? It just isn't right! I told him that I was misled and that I was lied to in order to switch me over to business and that the contract was signed off a lie. Why would I pay more for less?? Noone would. From there he proceeded to get frustrated with me and constantly made sure that his voice was loud enough to drown out anything I had to say. I simply replied that this is the kind of situations that social media was made for and asked who else I could talk to. He replied that there was noone that I could talk to. This doesn't make sense to me. His name was Claudo not Brian Roberts CEO of Comcast which means there is ALWAYS someone that he reports to. I kindly let him continue telling me that there was nothing he could do UNLESS I wanted to pay my contract off. But conveniently enough I haven't been paying for my contract with the business account, I have been paying the residential price........ After he was done and I had a split second to get a word in I informed him that if he wasn't going to tell me who he reports to or give me a supervisor that I would find out online (you have to love the internet). Thats when his tones started to change and he said that he in fact COULD transfer me to a supervisor but he made notes on the account so even then there would be nothing they would be willing to do for me. And he even offered to let me talk to another person at his level. He then said he would give me a call in a day to "check up on me" to which I said was fine and in that time I would be seeking out his supervisor and making sure this phone call was recorded. I own a business here in MN, I base it off customer service and even with a large company like Comcast you still need to treat your customers right. Do not blatantly lie to me to sell me onto a contract. And if you do get me to sign a contract BILL ME for that contract. How can it be a legitimate contract if you haven't even activated it? And if a contract is signed based off a misled lie I'm pretty sure the Attorney General might want to hear a little bit about it. That will be my next stop, the MN Attorney General and then Ill send an email or two off to the Corporate Office to see what happens. Even after all this I am not asking for much, I simply wanted my contract voided since it wasn't even active and to switch me back to residential. Heck I would still probably sign a contract in residential to get tv. Just unbelievable.............
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ID
#462711 Review #462711 is a subjective opinion of poster.
Location
Saint Paul, Minnesota
Service
Comcast Service Transfer
Loss
$900
I know better, but after spending a long, long time on the phone with the Comcast rep who assured me to no end that the new Xfinity Gateway modem would increase speeds as well as provide better wifi and phone, I finally did it. It's ok, I will probably save money on...
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6 comments
Anonymous
#1101122

Absolutely should be upset. It appears to me and others that Comcast cut my speeds back, then blamed it on my equipment?

Ya, wanted me to rent from them.

What a scam, my equipment was fine, finally admitted to having me on the Economy service! Just what I told them all along.

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ID
#462239 Review #462239 is a subjective opinion of poster.
Location
Boston, Massachusetts

They told me my modem was bad. I replaced my own modem with a Comcast modem ($7 per month forever) then found out our area had an outage.

I lost internet service Monday night. Comcast walked me through every step imaginable to connect. After all that the man got a message that our area had an outage. Tuesday they told me the outage was fixed and there was something wrong with my modem. I replaced my own modem with a Comcast modem ($7 forever), tried again and then called the company. They sent a technician today and determined there was an outage in the area and other users were calling in. After about 2 hours work they got me on line. Comcast has a communication problem. If you have a choice choose another ISP.
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1 comment
Josalyn
#778311

If you call the support # with the phone listed on your account, often times they will have an automated message informing you of an outage. But, not always.

Outages here happen occasionally.

When they do, I call and sit tight. 90% of the time it's resolved with a few to several hours.

Its' ALWAYS a good idea to call and report an outage. They'll have to cycle your modem, reboot your pc... run a test and say your modem looks fine so it's something on your end.

Just tell them 'no', my end is fine. When enough people call in to report an outage in an area, it triggers something at Comcast and they look into it.

Stick with your own modem and you'll save yourself allot of headaches! But, make sure it's DOCSYS 3.0.

I have a Motorola SB6141. An excellent cable modem.

ID
#461628 Review #461628 is a subjective opinion of poster.
Location
Goose Creek, South Carolina
Service
Comcast Internet Service