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Comcast trouble establishing internet service

I moved to a new home and wanted new internet service at the new home. After leaving Comcast three years ago because they were too incompetent to add internet to my existing cable service, I decided to give them a second chance. I scheduled an appointment to have a service technician install the new service. I received two confirmation calls from Comcast and they never showed up and never called to say they were not going to show up. So I called that same day to reschedule and they told me to wait at the home and they would have a service technician come to complete the installation. I waited from 8am to 7pm and still no show. I called the following day in the morning to reschedule for a third time, made the appointment and again waited a complete second day for a service technician to not show up. Not to mention I probably spent 3-4 hours on the phone and talked to 7 different customer service reps. This is in Chicago where internet service is very prevalent. Hands down, this is by far the worst run company I have ever had to deal with.
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ID
#534484 Review #534484 is a subjective opinion of poster.
Location
Chicago, Illinois
Service
Comcast Installation
Reason of review
Problem with delivery
Loss
$4800
Preferred solution
Let the company propose a solution

Can't downgrade my account

I have been a comcast customer for over 8 years because i don't like satellite service. I have tried on several attempts to lower my service because i pay over 225 a month. My husband called again today tring to get a lower service with cable, phone and internet and they refuse to give use a lower rate.These company is money hungry,so by them refusing to lower my bill, I am considering to start liking satelite. Time are hard for some people and i just can't see myself continuing to spend this type of money on these services. I understand that they have promotions for new customers like the package i have it's only 99 dollars a month for new customers when i am paying 139 dollars after a small discount, but since i have been a customer for so long they can give me a 12 month break and let me be able to get this package also. It's not bad enough that when you do call the company they make you hold for hours, and then when they realize that you are trying to get a cheaper rate they give you the run-around by connecting you to different people and then after about 2-3 others they will give you a different number to call. Something need to be done about this company. I think i will go with Direct Tv for now.
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1 comment
#876058

Here is a thought rather than begging for a lower price cut back on your services. If times are tough you need to make the adjustment not the company.

ID
#533576 Review #533576 is a subjective opinion of poster.
Service
Comcast Internet Service
Today I called Comcast to reissue me a refund check for $27.51 in which Comcast Financial Agency Corp sent me on 2/3/14. Due to moving out of state and buying a house the check got lost and found again. Supervisor ID#Roy0313 who works in billing refuses to escalate my...
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1 comment
#892234

They charged me twice for each service when they switched me to a bundle I never agreed to. It was $250. You should be so lucky it was only $28.

ID
#533390 Review #533390 is a subjective opinion of poster.
Location
Doylestown, Pennsylvania
Product
Comcast Account
Reason of review
Poor customer service
Loss
$28
Preferred solution
Full refund

Comcast - Premium Channels Review

I don't know why we are still with comcast. Whenever there is a problem it takes forever to get in touch with someone who can actually resolve an issue. For example I am paying for premium channels yet it is unavailable to me. They reset it over ten times and the same issue is unresolved. I'm paying for what?! I refuse to pay for something I am not receiving. I will call and contact the loyalty depth and if they can't figure this out they will lose a valuable customer for good.
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ID
#533127 Review #533127 is a subjective opinion of poster.

How can this company be allowed to operate this way - legally?

Wow, just wow. I am amazed at the level of incompetency that exists among comcast employees. I have never, EVER had a more trying, frustrating, ENRAGING experience with any company I have subscribed services with. Where do I even begin? I ordered internet service. I'm suppose to receive the 50kb speed yet I can't even stream netflix or hulu so various speed test shows I'm receiving anywhere from 3-5kb speeds. Just nice. I call to set an appointment and after two hours of very frustrating hold times, disconnects, transfers to the wrong department and having to strain to understand barely audible representatives with thick foreign accents I was FINALLY able to get a service appointment. No one showed up. No one called. I was told they came by yet they did not. After three more hours of the same run around protocol before I was able to get another appointment for the next day and low and behold - they fail to show up yet again! No one is able to do anything, just placate me by telling me a supervisor will be calling in 30 minutes however five hours later, no supervisor! Just trying to cancel my short lived service has been a nightmare. I just received my first bill only to see that they managed to slip in close to $40 in charges for services and equipment I never ordered. OMG. This is almost surreal. Our or sheer principle, I am considering suing comcast in small claims court for the time missed from work because of this. I lost money from time taken away from work and if more people start suing for missed appointments, I think it will happen MUCH less frequently. I think in fact they would be tripping over themselves trying to keep their appointments and hire better customer service representatives!
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ID
#532900 Review #532900 is a subjective opinion of poster.
Service
Comcast Internet Service
Reason of review
Poor customer service
Loss
$600
Preferred solution
Let the company propose a solution

COMCAST CHARGING ME 5 YEARS AFTER MOVING OUT OF SERVICE AREA!~

Update by user Sep 11, 2014

Comcast Corporate called me and fixed it all! Said it was their mistake!

It would just be nice if everyone would just slow down and listen to the original complaint and not drag it out 2 weeks.

Original review posted by user Sep 10, 2014
In 2009 I moved away from Comcast service area, so obviously didn't transfer, just shut it off. Paid and closed my bill 11/2009. Checked my credit (as I do often) Comcast placed a $89 bill in my name with a collection co., COMCAST collections is impossible to reach!!! I have been trying to 2 weeks! NOW, my fake $89 bill is with 2 separate collection companies!!! Credit Protection Associates & Eastern Account System ... they do not care what I say, they just want the $89! I would rather pay someone to not get Comcast then give them $1! I've spoken to a Senior Collections Coordinator, Nate Piase (sp) and he seems to have made the situation worse, because it was after I spoke to him that I got the call from the 2nd company! I'm in the process of buying a house & I have this *** $89 charge on my credit that SHOULDN'T BE THERE!!!!
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ID
#532264 Review #532264 is a subjective opinion of poster.
Location
Sullivan, Indiana
Service
Comcast Service Transfer
Reason of review
Poor customer service
Preferred solution
Get a hold of me, ASAP! Take care of these issues!!!!

New account

I called comcast and placed an order, the technician showed up to do the install, he did not have enough equipment and informed me that he did not have a signal coming into the house. He ordered a new cable to be ran. The work was done a few days later and after waiting 3 weeks, i called them back for them to complete the install. I was informed by a sales person that there was no record in the system associated with my address or phone number. He proceeded to take the new order and informed me that the price i was quoted was wrong and that the new price would be $30 a month higher, additionally there would be a $39 charge for the installation. We got disconnected and by the time i called back the comcast offices were closed. The next day i called back and was quoted a the same package for $5 more dollars a month and an install worth $60. Again we got disconnected and now the monthly price was $125 and the install price $200. Comcast is the most dishonest company i have the misfortune of dealing with. They used the bait and switch tactics and kept changing prices and install cost. I highly recommend you re-evaluate if you are considering comcast services.
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ID
#532044 Review #532044 is a subjective opinion of poster.
Location
Davie, Florida
Service
Comcast Tv Package
Reason of review
Poor customer service
Loss
$250
Preferred solution
Let the company propose a solution

Comcast is the worst

Coming from Optimum, I am very disappointed with their customer service/technical support. I do not have alternative cable service b'c Verizon FIOS has not come to the area where I reside and as a new customer professionalism goes a long way and it is poor. I have waited 6 days since I had to pick up my equipment *yes b'c they charge you if a tech comes to set up your service, and the box issued was not functioning. Not having TV service for 6 days straight is inexcusable. Bad enough the calls are being outsourced overseas and the language barrier does not help either.
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ID
#531919 Review #531919 is a subjective opinion of poster.
Location
Summit, New Jersey

B2B False Advertising

I seen this ad http://business.comcast.com/images/default-source/landing-pages/hero-reliable_phone3.png?sfvrsn=4 After calling,I was told the price is $109.00 monthly.I then told the sales agent that the ad do not read that.She then asks me to read what I'm reading from the ad.I read this link that I added in this complaint.She then told me "no" that is just for the phone.I then told her,that's not what the ad reads. She still act as if you didn't know what I was talking about,so I told her thank you and good bye. This is "FALSE" advertising...
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1 comment
#998158

It's only false advertising to those who don't understand the English language. Get internet, and add a phone line for $29.95. You have to pay for the internet, ***.

ID
#531915 Review #531915 is a subjective opinion of poster.
Reason of review
Not as described/ advertised
Preferred solution
Let the company propose a solution

Worst customer service in the history of customer service!

I spent the entire day either in chat or on hold with Comcast yesterday and there wasn't a single person who knew what should or could be done. My cable/internet was turned off without warning yesterday. I knew my bill was past due but not in the amount to warrant a disconnect. I always pay my bill around the second week of the month, every month and I have never been disconnected before. After a long and arduous conversation in chat with 3 different people it was found that my last bill was generated while last months payment was still pending, prompting the computer system to think I was 2 months behind. I was told after hours that all I had to do was call collections, give them my bank information and they would post date a payment for this Friday and my service would be restored. The one and only time I spoke to someone in collections, my wife wasn't home and I had no access to our bank account information. She came home 10 minutes later and I then proceeded to call and sit on hold with Comcast for an additional 3 hours. I finally just started picking options until I could get a live person, every one I talked to told me there was no manager or suprevisor available to talk to (if they even exist) and there was always loud talking and laughing in the background, completely unprofessional and rude. The last person I talked to said and I quote "there is no button I can push to turn your service back on and if I transfer you, you will just sit on hold, there is no one that can turn your service back on, you just have to pay your bill." I hung up on her. I find it hard to believe that after 8 hours of talking with Comcast, no one could fix the mistake that they made and no one could find anyone or direct me to someone who could even though the one time I did speak to someone in collections, they said all I needed was the bank information but everyone else I spoke to acted as if they never heard of that before. I am not looking into other cable services because when you call you either speak to an uneducated, rude, ghettofied *** who doesn't give two craps about you or you speak to someone from India who was no more helpful options to give you other than "turn off your cable box and then turn it back on" literally. Comcast, you should be ashamed. You charge ridiculous prices and offer such poor customer service. It's pathetic. I could have better help at an elementary school.
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ID
#531676 Review #531676 is a subjective opinion of poster.
Location
Nashville, Tennessee
Service
Comcast Service Transfer
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution

Horrible people are running their phones..

I was installed for their 50 for 50 deal, got a new modem moca ready with G,N capabilities, within 3 weeks our modem starter having issues, we finally called in to have it fixed and we were send a wrong router a NON-moca router, I called in spoke with a lady in teir 2 tech support who was clueless and hung up on me, I tried the new modem for 3 days before putting our old one back on untill I have the time to go the store, the activation was a pain in the butt to put it lightly and after the being stucked in an activation loop for over 2 hours I called in to have it fixed, I was told there was nothing they could do, that I would be stucked without service untill someone in their 2 tech could take a look however I could not talk to them, that it would be done offline and might see something on monday.. WTF comcast really... you lie? I have spoken with teir 2 before, if you cant get me online then credit me, you should never just give up.. I finally got back online a day later to be called by someone to tell me it was working... I told her its not that I still needed a new modem, she said well you just gonna have to go the store bc I don't know which one to send you.. so.. Google is here.. I am cancelling you and getting google! wow I cant wait till they are everywhere and we have choice in who we have for a provider!
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ID
#531034 Review #531034 is a subjective opinion of poster.
Location
Provo, Utah
Reason of review
Poor customer service
Preferred solution
Deliver product or service ordered

Comcast Bait & Switch

Christopher: Hello TAMARA_, Thank you for contacting Comcast Live Chat Support. My name is Christopher. Please give me one moment to review your information. Christopher: How are you doing? TAMARA_: fine Christopher: It's great to know that you are doing fine. Christopher: May I please know if you are new, existing, or returning customer? TAMARA_: Do I have to have the professional installation for the DVR or can I just pick it up at th store and install it myself. TAMARA_: I am an existing customer. Christopher: Thank you. I will check our system if self-installation is required. Christopher: To protect your privacy and ensure that we do not discuss the account information or make any changes in your account without your knowledge, can you please verify the last 4 digits of your SSN or your full account number. TAMARA_: 1242 for SSN Christopher: Thank you very much for the information, Tamara. Christopher: I can see in your work order form that you would like to upgrade your Comcast services to Digital Preferred & Blast!® with 2-year agreement for only $99.99 a month correct? TAMARA_: that is correct. TAMARA_: And it is the plan with the X1 DVR included TAMARA_: I would like ot know if I can insatll that myself. TAMARA_: Also, when does the new service kick in? Christopher: Currently, all our X1 boxes are not available for self-installation. This will require a technician appointment so that we can ensure that it will work properly. TAMARA_: OK, I put in next Saturday morning for that time. TAMARA_: This offer includes a $50 gift card too does it not? Christopher: Tamara, I checked our system and the bundle that you chose is currently not available. The bundles that we have for Preferred Double Play is $99.99 a month for 12 months without a contract and Preferred Double Play for $109.99 a month with 2 year agreement. Which will work for you? TAMARA_: Why is the bundle I chose not available when it is on your website? TAMARA_: What part of the bundle is not available? TAMARA_: I would like to have the 230 channles, the free HBO, and the free DVR for one year with the $50 gift card. TAMARA_: As listed on your website. Christopher: The free X1 DVR is not included, the Visa gift card and the promotion for $99.99 a month with 2 year agreement. TAMARA_: I've spend close to 40 minutes this morning already. TAMARA_: No, I want the dvr included. TAMARA_: It's on yourwebsit. TAMARA_: Talk to the loyalty people Christopher: The promotions online are pool of options and they are still subject to availability. TAMARA_: If it's on there you can honor it. TAMARA_: Or I could cancel my entire service and go to dish. TAMARA_: It's not like you can "run out" of the service. Christopher: Tamara, I would definitely process this for you if we have the promotion on our end. I apologize however we can only process a promotion that is available on our end. TAMARA_: FAlse advertising. TAMARA_: false advertise TAMARA_: I think I need to have a supervisor or loyalty department contact me. TAMARA_: This is what is called a bait and swtich. I spent close to an hour and now you want me to sign up for less than what was advertised.
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1 comment
#867112

Okay, Tamara last four 1242, brilliant by the way, clearly you did not read the fine print.

ID
#531020 Review #531020 is a subjective opinion of poster.
Service
Comcast Installation

Comcast even worse than expected.

I moved and had my Comcast service transferred, or so I thought. The technician who connected our service, was haughty and distracted. He connected one room, while our service specifies, all rooms will be accessible. He spent most of his time talking to friends and the company. He finally managed to connect us in two rooms, but would not install another recorder. A week later, another technician showed up, but without the equipment. Five days later another technician was scheduled to arrive and I was contacted three times about the appointment. Now I have waited four hours, and no one has shown up I tried to call Comcast, but the wait on the telephone was initially 15 to 20 minutes, an hour later it was 30 to 35 minutes. Even their chat room is too busy to respond. This is a company that wants to prove it can handle the load of additional customers, yet it cannot handle the customers it has. If it weren't so much trouble, I'd gladly switch to another provider, but in many places there is no competition. I keep hoping my situation will get resolved, but I seriously doubt it.
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1 comment
#867121

You mention in many places there is no competition, but you did not clarify if you are stuck with only comcast. If you have a choice, I would cancel.

Comcast could care less what you are going through. They truly only want money and there are millions of people still willing to give them their hard earned money for that sshiitt service.

You are being walked all over and taken advantage of, and you are lying down taking it up the arrsse. Cancel and give your money to some other company.

ID
#531013 Review #531013 is a subjective opinion of poster.
Location
Arlington, Virginia
Service
Comcast Service Transfer
Reason of review
Poor customer service
Loss
$200
Preferred solution
Deliver product or service ordered

Comcast - Installation Review from Scotch Plains, New Jersey

Comcast customer service has ruined my relationship with the company before it even started. I had recently ordered internet service from Comcast and had scheduled the install appointment for Friday September 5th 2014. I stayed home with my son all day waiting for the technician to arrive. My phone was kept close at all times. No one showed up or called. I was very alert because internet service is crucial for my household as both my wife and I work online. We stream television for our child and ourselves. I had requested the 5th because on the 6th we were to have our old ISP cut. I decided on the one day overlap in device to ensure proper margin of error and zero downtime. Later that evening, once it was evident no one was to arrive for the installation, I called costumer service to have my appointment coordinated for the 6th. I was told I was to receive a call from either customer service, the technician, or dispatch. In addition, my issue was escalated. I received no such call. On the 6th I called costumer service again to find out when the technician was to arrive. I was told that the earliest they could coordinate the installation was for the 10th. FIVE days after the original request date. I indicated my disappointment and disapproval and to escalate the issue even further. They fired back with saying the tech had called on the original date with no answer. Bull! I have no missed called, voicemail, or received call. My phone was working well as I received several other calls perfectly. I was told that my issue was escalated with dispatch and the same would return my call. Nothing. I called once again and asked to be transferred to the supervisor. He offered the same September 10th "solution". I responded expressing my disapproval for the poor answer to my problem. In addition, I questioned how I was to trust the future appointment if they had already missed the original appointment, several callbacks, and a proper correction to my problem. I asked to have my problem taken to a critical issues team or corporate or any upper tier with proper authority. The supervisor promised a call back with an answer from dispatch but the 10th was the only date available. I have yet to receive such a call. If I'm cornered to accept a September 10th installation date then I might as take that time to look for another ISP option. All I want is my internet up and running and be back online and on track with our jobs and family activities.
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ID
#530864 Review #530864 is a subjective opinion of poster.
Location
Scotch Plains, New Jersey
Service
Comcast Installation

Like an abused dog, I sit and wait for the master to return

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.
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ID
#530673 Review #530673 is a subjective opinion of poster.
Service
Comcast Technical Support