Dear Brian Roberts,I am writing to outline exactly why I canceled my several hundred dollar per month Comcast service for both internet and cable after a decade of being a customer. I called Comcast mid May to install a Cable M card in a DVR that had failed. Service was scheduled promptly by the call center and the repair person (Adam #1092) arrived on time in the morning on May 17. After two unsuccessful hours of attempting to make things work. He left indicating that the TV should be left on and that I should stay and wait for a call from a technician who will have fixed things remotely. He also provided me the contact info for his supervisor BrodXXXX MXXbank Five hours later and no calls, I sent Mr MXXbank two emails and left two voice mails. Having spent the day at home, he responded at ~5:00pm and of course, no one from the regular tech group ever responded. I was not able to leave home all day as I was instructed to wait for a call back.The email from that day is below MXXbank, BrodXXXX [BrodXXX-MXXbank@***.comcast.com] Sent: Friday, May 17, 2013 5:06 PMTo: Chris XXXXXXXXX My apologies I left the office early today. I just had someone make some changes. Is it working now? BrodXXXX MXXbankSupervisor of Installation/ServicesSent via Blackberry ----- Original Message -----From: CXXXX [mailto:cXXXXXXXXXXXXXXX]Sent: Friday, May 17, 2013 04:51 PMTo: MXXbank, BrodXXXXSubject: Please contact me I have left you two voice mails and an email. I have not received any call or email back. Please respond. I have an open ticket from this morning for [XXXXXXXXXXXXXXXXXXXXXXXXXXX]Specifically:Your service technician #1092 - Adam came to my home this morning at approximately 8:30am after 1 hour, he was unable to turn on the cable card and indicated that "the comcast system crashed"He told me to be available for a call - which involved staying in the house and away from work for the entire day and that I would receive a call when the comcast system had resolved the issue after 5+ hours of no calls, I called you and sent an email. No response. I then called customer service - they indicated that a technical person would call in 30 minutes. After 50 minutes, I called again. At this point, I was told that the ticket was open but there were no assurances of timeline, people, or process around resolution or a person that I could speak to. I was transferred to a supervisor, Victor. He emailed a service tech and indicated that I would get a call back in 30 minutes. Shockingly, no call back. I cannot afford another wasted day. It has now been an entire day with multiple commitments for call back unfulfilled. I would appreciate a response to this email or the previous email or two calls Any attempt to fix the issue remotely did not work. I called again and only after complaining was a tech scheduled for the next day. The next day was a repeat of the previous day. Technician arrives, is unable to fix things, indicates that a group is working on fixing things, told me it would be fixed by Monday. By Monday evening, there has been no further word from Comcast and I once again reach out to Mr. MayXXXX. Had I not reached out, there would have been no call or progress. His response, "I was off today. I will check things first thing in the a.m." He responded the next day that the team was still working on it. After two more days and additional attempts on my part to get a status, the final note came, "It is fixed". Of course, it was not. Further communications with assurances of call backs (which never came) and resolution (which has never happened).At this point, it has become clear. Having received no further communication over the last 3 weeks later, I canceled everything as I will old and infirmed if waited for your company to respond. One of two possibilities exist. There is a large and dedicated team from Comcast that has slaved away for the last three weeks day and night trying to resolve my issue and has simply neglected to ever return a call or live up to a commitment to call me with updates. Or more likely, this is simply a customer tech problem that momentarily is lifted by a customer complaint to the top of the heaping dung pile of complaints that must exist in your system then promptly finds itself sinking into the quicksand of tech support. Your strategy must be to lock people into contracts and rely on lack of competition and bundled service to achieve the ultimate combination of pissed of customers who pay you huge amounts for god awful results. Like some abused and starving dog, you've conditioned me. When your company says, "Stay home", I do. When your company says, "Stay by the phone", I pant and sit quietly. Life over the last three weeks has not been complete without the daily beating of a dead cable & internet connect coupled with knowing how little this means to Comcast. By the way, to add insult to injury, my attempt to cancel your service was initially met with a dropped call and then it became completely clear that Comcast enjoys breakage fees by only stopping billing when your equipment is returned NOT at the time when the call to cancel or service itself is stopped. I am sure this breakage fee is nice. I have now been charged for weeks of unusable service, the time between the cancellation and the incredibly complex process of equip return, and of untold number of my work hours. The FCC should act promptly to pull your licenses.