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Comcast tech support fails again..

My internet connection began to act weird starting last night around midnight (8/16/2012) MDT. After taking several steps to fix the issue on my end (checking upstream and downstream levels (us: 46 dBmV, ds: 6 dBmV) and SNR (36-38 dB), resetting my router, resetting the modem, and connecting straight to the modem), I decided i might call tech support to take a closer look at my modem and its connection.. Well amazingly enough everything was just fine! Except for the intermittent connection I had and the severe lack of an upstream at all! I tested by pinging a couple DNS servers (4.2.2.1 & 8.8.8.8). I would typically get Request Timed Out, Destination host unreachable, and successful pings or replies less than half the time. I also tested using speedtest.comcast.net and speedtest.net. In both cases, the test was struggling to complete. In many instances the upstream test would hang forever at startup or never end being stuck on some minute fractional upload speed. Well, when calling Comcast tech support around 2am in the morning, I made it clear to several techs that I had done all of the troubleshooting steps, many times being told to repeat them. Finally being transferred to some department who told me that they were the wrong department and transferring me again, I found myself practically in the maw of some tech support sales department offering me remote services in attempt to solve the issue. Well this was all just a filtration process to demotivate a person from attempting to solve the Comcast issue at hand of course. And yes, I knew that the issue I had was thoroughly tested and the only options I had left were to buy a new modem, or see if Comcast would fix their network. So I did my job and put in an order for a new modem. Well guess what?! It's now 10am in the morning and all issues have seemed to disappear! And there's an $80 modem on its way to my residence... Well, I guess I can say that the $80 worth of lesson learned here has more value than the $9 fee I would have paid for one of their techs to remote in to fix this problem. I'm amazed they would even offer such a solution for this issue! But that is the summation of Comcast technical support. I hope this review helps others who may be encountering the same issue as well. Perhaps even help broaden the online community's awareness of symptoms they may be experiencing with the Comcast network so that they too can reach a final diagnoses before Comcast does. I hope that perhaps Comcast will get wind of this and provide a means for some of their customers who can bring them real issues with actual data to help them fix these issues instead of creating such a time wasting and frustrating communication barrier.
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#339841 Review #339841 is a subjective opinion of poster.

Comcast

Where to begin... After having slow internet speed with Verizon in my husband and I's first home we decided to transfer to Comcast. I believe this was the biggest mistake we could have made! We have had Comcast for a little over a month now. For some reason, all of the cable lines running to our home were cut so Comcast had to fix the problem before we could get internet. In one week, we had scheduled for three different technicians to come to our home. Well, the first appointment was missed, so we called that day after the scheduled time.. We were told that they had cancelled our appointment and rescheduled it WITHOUT TELLING US! So we waited about 3 days later for our second appointment.. No one showed. We waited a couple hours past our appointment time and finally someone showed, however he was not doing what he was scheduled to do! We called Comcast and told them of our problem that the technician did not know how the first appointment was missed and so he was working on preparing us for the third appointment instead of the second. They told us that they were at fault for not communicating to that technician. Finally the third appointment day came, and no one showed! We were so frustrated at this point that we called and spoke to the highest person up about what all has happened and demanded for their Comcast Customer Guarantee ($20 for each missed appointment) and she said that $60 would be given to us and deducted from our bills. Being a little satisfied after that phone call we waited about one more week until the last technician could come out and fix everyone's problems. This man was very disappointed with our service so far and therefore did more than what he was supposed to do and admitted that Comcast has horrible communication with their technicians. So, for about two or three weeks we had fantastic wireless internet speed until about a week and a half ago our internet speed has been incredibly slow. We have made several (9) phone calls to Comcast and every person reset our modem and told us that they do not know how else to help. Finally, we demanded for a technician to come out and check our end of everything. When he came out he stayed for about an hour and a half checking to make sure that nothing wrong was coming from us. He checked both of our computers, our router, and our modem. He even gave us a brand new modem for free just to ensure that nothing was wrong on our end! When he left he stated that the IT department that Comcast works with created the problem and he sent in a ticket that would be corrected within the next 24 hours... Well, here we are 72 hours later with incredibly slow internet. For about a week and a half we have had a download speed of between 0.08-0.26 (when we are paying for 24.0) and an upload speed of 4.5 (when we are paying for between 3-4). After the 24 hours was up, we called Comcast and was forwarded to the IT department who was supposed to fix the problem they created. From India (where the IT department was based out of) we were told that they needed the right to charge us in order to discover where the problem is. I could have screamed! Both my husband and I had to talk to the IT department, who was very rude and inconsiderate. He said they saw the problem but the fact that we called him was because that we had the problem that they had to fix. We very politely told him that we were told that they created the problem and therefore we should not be charged for them to fix the problem that they created. After being interrupted many times from this man we asked him to forward us to the highest possible person with Comcast. We were sent to the automatic voice when you call Comcast at the very beginning without the man saying a word to us before he left. We called one last time and they said that they would send out a technician... to do the same thing that was done 72 hours ago.. Oh! and the $60, guaranteed by a higher up at Comcast and the Comcast Customer Guarantee, was still never given to us... almost two months later. We cannot deal with this any longer, especially given that our college courses start in only four days! We won't even be able to download our class lectures with this horrible service. It is time to cancel service with Comcast NOW.
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#339675 Review #339675 is a subjective opinion of poster.

Comcast in Knoxville, Tennessee - My cable goes out every day!I'm sick of talking to the Phillipines

Every day since my cable was installed it constantly goes out. I call Comcast/IXFINITY and end up talking to reps. in the Phillipines...How can they help someone with a cable prob. in Knoxville, TN? They can't and Don't...a *** male tech came out and 10 min. after he left my cable was on the blitz again. If they didn't have a monoply in Knoxville I'd go with Any other cable co. I AM Over Comcast/Xfinity! The reps in "Asia" bleep a signal every time I call which only it makes it worse
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4 comments
Anonymous
#545148

There is a problem with THEIR lines infront of my house and my cable drops all the time. I have called them off and on for months.

As of now there is a "service request" for me. However, the CS people can't check the schedule and there is no local number to call. So basically when I call to ask them about the status of the repair.... can't tell me anything about it, and there is no way for them to check it.

I am pretty much waiting for them to take time out of their precious *** day to come fix my stuff. Meanwhile my into rate expired so they started charging me double for *** that does not even work. Maybe I should go to another cable company... Oh wait they have a monopoly in my area...

a clear one. One company is in one part of town, while comcast is in my part of town with NO overlap. So unless I want satellite internet...

i have to stay with comcast. PLEASE someone tell me how this *** is legal.

Anonymous
#537424

Comcast *** sucks.

Anonymous
#529664

Still better than talking to dumb-*** americans on the phone, they may speak english but they are still god-*** ***!!!!!!!

Anonymous
#529469

Did you ever hear of Direct TV?

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#339552 Review #339552 is a subjective opinion of poster.

Comcast in Seattle, Washington - Bait and Switch

No surprise here, but they ran an Xfinity ad for TV plus Internet for $39.99 (small print unreadable on tv). When I called, they said they could not find that promo and offered $24.99 for each service or $49.98 a month for one year. They said it must be a promo company but it listed the number I reached a Comcast rep at. Why do we have so few choices and allow *** companies to rake it in? Addiction to television and entertainment, me guesses... I took a year off and it felt good. Good luck all (dealing with the devil), you will need it.
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#339383 Review #339383 is a subjective opinion of poster.
Tags
  • small print
  • Good luck
Depending on which telephone option you select when you call, you will reach a different state or country each time you call. A technician came to my home in June to fix an issue with tiling on all of my HD channels. He determined it was caused by a faulty splitter on...
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10 comments
Anonymous
#1026331

What customer service.....paying for three lines only one words and that's off and on. Then told call another number!

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#338755 Review #338755 is a subjective opinion of poster.

Comcast run-around

I am a very unhappy Comcast customer, who has repeatedly been treated badly-incompetently by your operation, most recently by your hanging up on me as I waited (at 57:29 minutes and counting) to finally speak to a supervisor. Although you obviously had my number and account information, no one made any attempt to call back – so this is not an accident, quickly corrected, but a policy and a calculated way to avoid dealing with customer complaints. I know you are a largely unregulated monopoly, and that I effectively have no good way to switch away from you, but I at least want to note the difficulties you have created for me. This began on Wednesday evening August 8. We lost our internet connection. I tried unplugging the router, waiting, then plugging it back in. That didn't restore service. So I called your number and asked that a refresh signal be sent to our router. You then gave me a message saying that because we had experienced repeated problems, I would need to have a tech come to the house. You didn't ask me if I wanted this, you told me (via the automated menu) that I needed this and to hold on for an appointment. You gave me an appointment on Sunday August 12, sometime between 9:00 and 11:00 a.m. It's Sunday morning, but hey, you are Comcast, and I know to take whatever I can get. Note that I did not initiate this request for service; you told me I needed it. (Note also that you sent a refresh signal and our service was restored without problems on Wednesday evening.) Then, on Friday August 10 you called the house to go over a few things. My wife answered many of your questions but could not answer all of the technical questions. She asked you to call me at my office, and offered to give you the number. Your tech refused, saying that your automated system could only call my home number, that he couldn't call me at my office. That's bizarre, and if it's a signal of where you are technologically it's not a good sign. If it is some kind of privacy/make-sure-you-have-the-right-person policy it's also bizarre – I could answer any question about the account, and my wife, at the home number, was vouching for the new number. Your tech said that questions-had-to-be-answered, and could I be at home on Saturday morning at 9:00 a.m. I had planned to be at work, but I stayed home awaiting your call. When the call didn't come, I decided to take matters into my own hands and call you, thus initiating my 57 minutes and 29 seconds to hang up joy ride. After trying to navigate the options on your endless menu, first I talked to Donna, who turned out to be in billing. She wouldn't even talk to me until I could give her not just my address and name, but also the account number (which I found). She told me that yes, I am scheduled to have a tech visit tomorrow between 9-11 a.m., and my job number is 952 492, but she knew nothing about a phone call. The tech who had called, she reported, only wanted to verify that we had service installed. That's totally wrong – the tech who called on Friday had a whole series of complicated questions. When Donna couldn't begin to explain why we had been called, and whether the call mattered, and whether I needed to hang around the house, she offered to transfer me to the tech line. I waited more than ten minutes before I was finally connected with a tech, Sammy. Sammy was pleasant and friendly but also had no idea why we had been called or what questions there might be, and told me in essence not to worry about it. I asked to speak to a supervisor. That was at the 40 minute mark of the phone call. After two minutes, and then again at 45:24, Sammy came back on to tell me that she was still working on getting a supervisor for me. After 57:29 you simply hung up on me. As I noted, although you knew I was waiting for a supervisor, no one made any effort to call me back. So I wasted an hour waiting for a phone call, and an hour on the phone. That doesn't count the time my wife wasted yesterday trying to answer a set of detailed questions. All this when we already have a tech person scheduled to come to the house – for a problem we didn't know existed. For all I know your robocall menu made a mistake in telling us that we need a tech visit. And I do know that the last time we needed to have a tech to the house, the problem was "fixed" and the fix lasted about ten days before another tech had to come to fix the fix. (Our neighbors had the same experience.) How would you evaluate this? Is this about average for you, the way you treat all customers? Or is it a problem? If it's a problem, how will it be addressed to be sure that others don't experience the same problems? Note that I do not want you to blame the various people with whom my wife and I have talked: everyone has been pleasant and tried to be helpful, and the problem is clearly in your management systems and failure to communicate internally, not in the courtesy and behavior of the direct-contact phone people. My own solution would be to replace your monopoly with a city operated service. Sincerely, Dan Clawson
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#338582 Review #338582 is a subjective opinion of poster.
Here I am, living in the USA, and thinking that when I need customer service from Comcast, that I will be talking to a representative in our home country. Not!! I am extremely upset with Comcast as they have outsourced jobs. On a couple of occasions I have placed a...
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19 comments
Anonymous
#1150878

I too just ended a call from a customer service representative from Mexico. I had difficulty understanding and that's frustrating.

I am not a satisfied customer and am attempting to pry-off the talon's of this company.

I cancelled service and they continue to make monthly charges. Signed, Red, White & Blue!

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#338510 Review #338510 is a subjective opinion of poster.

Comcast--Unbeliveable

I just wanted basic cable, they made an appointment, tried to charge me for a high def box, which I did not want, got that off the bill, they showed up 2 hours late, cut my phone line and made a mess out of it, never installed the cable, the installer gave me a fake number to call him on, the customer service person took my complaint, and they never called back to fix my phone line. Then, they showed up without an appointment when I wasn't home and could not explain why they came. RCN and Verizon are not better. What can a consumer do when the company's are writing their own regulations. Complaining to the FCC is not effective. I will never get cable. All of the companies are crooked.
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2 comments
Anonymous
#529225

We have been told by management their goal is 70% outsourced jobs - Unbelievable!!!! Just wait til they start giving tax credits to company's who Insource and I guess they'll have to pull the jobs back? Comcast is a greedy company increasing prices outrageously and doing nothing to helping provide American jobs....

Anonymous
#527339

Call the Public Service Comission in your state. This is the regulating agency for cable and telephone company services as well as other services.

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#338139 Review #338139 is a subjective opinion of poster.

Comcast Internet and Phone Service

In the latest installment of my problems with Comcast, I was told at 2:30 pm today that my appointment scheduled for 1-3pm today was cancelled yesterday for unknown reasons. I got no call, no email, no nothin'. I was told at 3pm by another service person (the 4th in 30 min) that there was another service outage in my area. After some discussion with the woman, I called back in and the auto voice confirmed the outage and I put myself in line for a return call when the problem was solved (which was to be by 7:04pm). At 6pm I got the all clear call..............except I have the same problem that I had on Tuesday when the service call was scheduled for Thurs at 1-3pm. I have no internet service and no phone service. I immediately called back to schedule a service call at 6:03pm, but after waiting 15 min for a human, I cut off the call. You see, I have limited income and could not afford to use up my Verizon cell phone minutes to wait for you to answer the phone. I am hoping that someone will read this and call me at 954-328-3559 to schedule a human being to come fix your problem. This email is possible because my upstairs neighbor is subscribed to Century Link and is allowing me to use his service. Hoping to hear from someone at Comcast, the President of Comcast would be nice! Regards, Arthur Sissman
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#338125 Review #338125 is a subjective opinion of poster.

Comcast in Worcester, Massachusetts - They never show up for appointments and will not stop calling my phone.

Update by user Sep 10, 2012

Update:

I had my boyfriend call to change the number on the account to his so they would stop calling my phone. THEY KEPT CALLING.

I called and left a message for them to stop calling. THEY KEPT CALLING.

I chatted with an online technician called \"Joy.\" I told her I could not deal with this anymore and will just pay for the missing equipment. I brought up the fact that technicians had missed multiple appointments and gave Joy two options. 1. We could call it even. 2. I would pay and never use their services again. She chose option 2. I told her to please bill me no more than the $40 and to never call my phone again. I asked if I can rest assured that I will receive no more calls. She assured me. TODAY THEY CALLED AGAIN!

Original review posted by user Aug 09, 2012

I have already spoken on the phone several times, and sent an email that was never answered. Around June 10th, our internet stopped working. My boyfriend called a technician, who was unable to help us. (The internet hadn't been working well since at least the end of May, but they charged us for June anyway.) On June 15th, we cancelled our service and moved. We set up an appointment for a technician to pick up the equipment. They called my boyfriend and were at the wrong address. My boyfriend gave them the correct address, they said they would be there, but didn't show up. I made another appointment, which they didn't show up to either. I tried to make a third appointment, but was told, "Since they didn't go to the previous appointments, I can't promise they will go to this one, so you will need to return the equipment in person." I thought this was ridiculous, but my boyfriend returned the equipment in person and was told he was missing a piece. It could be in public storage or his mother's house, but I certainly do not have it at my mother's house. I have explained this, but they continue to call my phone. Also, on the Comcast site, I found that they claim to give $20 for every missed appointment. I emailed Comcast stated everything I have written above, and that they actually owe me money for the missed appointments. The email was ignored. I clearly stated to STOP CALLING MY PHONE, AS I DO NOT HAVE ANY EQUIPMENT, but they continue to call. Terrible service. Never get involved.
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#337951 Review #337951 is a subjective opinion of poster.