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More Confusion At Comcast

Update by user May 06, 2012

UPDATE:

When my next Comcast Bill came in the mail, it showed I am being charged a $10 \" Standard Shipping \" charge. I was told previously by one of the Comcast phone reps there would be No shipping charge.

Additionally I was charged another $10 charge for a \" Video Self Install Kit \" . I dont know what this \" Self Install Kit \" is supposed to consist of as the digital adapters come in a box with a plug in \" wall wart type \" power supply, the digital adapter box, a remote control with batteries, and a coaxial cable about 3ft long with the appropriate connectors on each end of it. This was all in one box per digital adapter.

I once again called Comcast, spent the time entering enough prompts so I could speak to someone which I finally did. I went through the entire scenario with this rep who looked it up on their account screen. I was then informed that my order for the digital adapter boxes had been \" Improperly Coded \" on my account and I was not supposed to be charged for shipping or any self install kit. This rep informed me that on the following months bill I would get a $20 Credit.

The next months bill has not arrived yet so I don\'t know if the credit has been applied or not. If not I will have to call again.

It would seem that Comcast can not even get the simplest of transactions completed without numerous errors. If I had not looked at my bill carefully those charges they added which are invalid, may have gone un-noticed !

Original review posted by user Apr 02, 2012

A few weeks ago I got a post card in the mail informing me that after " upgrading " their system to all digital, all subscribers would have to have a Digital Adapter ( essentially a Modem ) for each of their TV's connected to Comcast. If the Digital Adapter box was not used the subscriber would get no signal to their TV from Comcast Cable. The Digital Adapter boxes would be supplied at No Cost. I called the toll free number on the card to inquire further and the rep told me that since I have Basic Service I would not need one of these boxes. A couple of weeks later I was getting no TV from Comcast. I called their regular customer number and was told that without the Digital Adapter Box I would not get any TV. I told them about my call the week before and they apologised for the error. I asked to speak to a supervisor. The supervisor told me that every Comcast subscriber would need the Digital Adapter and that I could either pick them up at a nearby Comcast local office or have them sent to me by UPS. I was told by the supervisor that each subscriber was entitled to 2 Digital Adapters and there would be a $10 shipping charge. Knowing how Comcast mis-informs subscribers, I called back a short while later and spoke to a different rep. This one told me that the previous information I had received was incorrect that each subscriber is entitled to up to and insluding 3 Digital Adapter boxes and there is No Charge for shipping ! A few days later I recieved the Digital Adapter boxes, connected the first one up ( not a difficult thing to do, if you can hook up your own VCR, DVR or DVD player you can do this yourself ). You have to call Comcast to have the Digital Adapter Box initialized with Comcast before you will get any TV signal. Before Comcasts " Digital Upgrade " I was getting good quality pictures on my Phillips Digital TV. The picture quality I get now has poor definition and narrower bandwidth than what I was getting before this so called " Upgrade ". Also, channels I was getting before this " upgrade " aare not there any more. I called Comcast to inquire about the degraded picture quality compared to what I was getting without any converters or cable boxes before their " Digital Upgrade " and also channels I was able to get before but not now. The Comcast rep explained to me that if I wanted better picture quality I would have to have an HD Cable box at a cost of $11 per month. It seems each time Comcast " Upgrades ", the quality goes down and the consumer cost goes Up ! I am not going to spend any more money with Comcast than I have to, I will try to wait patiently for Verizon Fios and see if they can offer anything better at a similar or lower cost.
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Review
#309338 Review #309338 is a subjective opinion of poster.

Comcast = Horrible/Frustrating Internet!!

Comcast internet works (at times) times which are NOT the times I use the internet. I am a gamer and I have a degree in computer science with an emphasis on networking (So believe me I know my stuff) .. The internet works just fine for the most part, until about 5pm m-f when everyone starts getting home and hopping on the internet, at which point it becomes USELESS. My game of preference is Modern Warfare 3 which requires a STABLE connection. There have been countless times where I join a game only to be kicked out immediately after, kicked off the game server, kicked from xbox live. The internet reconnects and is again usable, for about 3-5 minutes. The time is now 10pm on a sunday (there is moderately high wind outside) and I have been trying to play 1 full 15 minute game for the last 2 hours but have been kicked off every 5 minutes. Speed is not the only thing that matters. For the most part comcast's speed has met expectations. The problem is in this thing called jitter and packet integrity. If there is foul weather or it is a high-traffic time of day the internet bogs down so bad I am often better off tethering off of my phone. I have called Comcast several times to be told that I should check the coax connection from my modem to my wall... umm.. the connection that has been there since the house was built? I'm also told to reset my modem which occasionally temporarily helps. I have yet to receive an open answer from comcast stating that their internet is worthless during high traffic times. Bottom line, if you are A) a serious gamer, B) a movie streamer or C) a business owner who requires STABLE and CONSISTENT UPTIME stay away from these guys.
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2 comments
Anonymous
#473925

I phoned Comcast yesterday:

Operator: "Hello, welcome to Comcast Customer Service, how may I help you?"

Me: "Hello, I called because I have been getting slow internet for the past month, and I wanted to see what you people can do about it."

Operator: "Sir, please give more details. Is your internet slow all the time? Or is it slow some of the time?"

Me: "It is only slow most of the time. Its okay some of it."

Operator: "Okay......(static)......(static)...."

Me: "Hello? Hello?"

It turns out the call had dropped. due to their "outstanding" service.

Please do yourself a favor, do not even think about getting Comcast.

Anonymous
#473282

I think you have accurately described a problem that Comcast has all over the country and that they have not solved and make many excuses for.

Here in Frederick Maryland, what is now Comcast used to be Adelphia, and the owners of that company are in prison.

I say this to assure you that you are not dealing with an honest, above board company, and that, giving companies monopolies tends to incentivize them to give whatever service is available and gouge for it. I just paid a $ 125 Comcast monthly bill today -- no cell phones -- and I think mine is relatively small.

I am surprised there aren't more complaints about flawed Comcast internet service on the web.

Bert Gold, Ph.D., FACMG

Frederick, Maryland, USA

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Review
#309316 Review #309316 is a subjective opinion of poster.
Loss
$130

Comcast Costs Will Double

We have the most basic Comcast Cable TV subscription. The only reason we keep this is to save a few bucks on our Comcast Internet package - and both of these have been on a continuous upswing. 2005 $59 2006 $60 2007 $61 2008 $61 2009 $61 2010 $63 2011 $67 2012 $74 What the heck? It's the same service. We haven't altered our package. In fact we've LOST channels with the phasing out of analog broadcast. Since we don't have a digital package, Comcast is completely useless with my TiVo and we now resort to an antenna to record shows. I don't mind a $1 annual hike, and could even stomach $2 a year more -- but this last hike was $6.50 and that represented a 9.7% increase over the month before. It wouldn't be so frustrating if the service could work with my PVR, but Comcast requires me to upgrade to a digital starter package and spend more money so I can fiddle with a set-top box and try to get it working with my TiVo. I've talked to others who have done this and it hasn't worked well. Oh - right - and it's going to virtual double my monthly bill so why would I pay even more to have even less service?
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Review
#309305 Review #309305 is a subjective opinion of poster.

Comcast in Fort Collins, Colorado - Big Joke

Comcast is the biggest joke I've every had to deal with! A Sales rep attempted to install our cable three times and failed each time, making myself and my wife have to miss a couple hours of work each day. He over guaranteed and did an excellent job of under delivering. Not only that, we recieved our bill for 5 days of cable and two days of internet and it was $168!! For something as simple as cable, comcast has done a great job at showing that they do not have the infrastructure in place in the market to meet customer expectations. Not to mention they don't want to retain their customers when they charge them for services that were never received. Its embarrassing.
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2 comments
Anonymous
#467563

Yea they suck *** big time

Anonymous
#462331

Welcome To Comcast !

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Review
#309244 Review #309244 is a subjective opinion of poster.

Comcast Cable TV service does not have user friendly guides

Comcast TV cable service guides are complex and difficult to understand. 1. When I try to follow on-screen prompts the symbols on the remote do not match some of the symbols on the screen. I got a new remote from Comcast and they still do not match. 2. on-screen prompts are not user friendly. 3. Internet help guides keep calling for my user name and password. Why can't anybody review help screens? 4. There is not easily accessible customer service line for someone to just hear my compaints about my cable TV service. Why not have a complaint number to call?
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Review
#308992 Review #308992 is a subjective opinion of poster.

Comcast in Williamsport, Pennsylvania - End the Monopolies that Cables Have

Comcast has one of the worst infrastructures and they have no intention of upgrading. It is time to return to regulated infrastructures and required improvements for utilities. The free market system has not provided for cheaper solutions and has not provided better consumer service. All it has done is fattened the CEO bonus. My internet continually goes down the for several minutes at a time over and over. This happens almost like clockwork early Saturday mornings. I have moved away from Comcast in the TV arena but because of poorly regulated infrastructure I cannot get a very fast connection without the cable line that has been in the ground for over 20 years that was never upgraded and is shared with over a hundred users. It is time that these companies be forced to only be allowed 20 percent of the money being paid into them for administrative costs.
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Review
#308962 Review #308962 is a subjective opinion of poster.
Loss
$35

Comcast Going Down the Drain!!

I never understood why people complained about Comcast, but now I know. In trying to price out service options the rep was great and very friendly, but then when I tried to schedule the move the second rep was downright nasty. When I explained which package I wanted and my previous conversation, she very rudely told me I didn't want that package because it was a big downgrade from the one I had (even though it was the same package I already had). She then fought with me about which package I already had, even though I had the bill right in front of me and was reading off of it. After asking to speak to a supervisor she had the nerve to laugh at me and NOT PUT ME ON WITH A SUPERVISOR. Shortly after that she realized I was right, but didn't even apologize and just pretended it never happened. She just went on to say "OK, I'll sign you up for this package and the installation..." I tried to let it go because I had always gotten such good service from Comcast before. When the guy came to do the installation I got a wireless modem I didn't want or need, because I still had my modem and wireless router from the last house. After forcing the wireless modem on me, I was billed >$60 for installing it and upgrading my service. Two different service reps on the phone had quoted ~$40 for the install and Comcast actually charged me just over $160 for the installation. On top of that some of the channels don't work. When I called customer service they said they needed to send another technician to my house to fix the service. Luckily I thought to check that it would be free, because they said there may be a charge for that. After fighting back over the insanity of charging me after their tech was just here and their service didn't work, the rep "put a note in the file" that I wouldn't be charged and told me I could call and refute the charge if they billed me. When we got to talking about the ridiculous installation charges, the rep had no clue what they were for. She described several of the charges as being for the exact same thing, but when I questioned the double dipping she just got confused and said she didn't know. Ultimately it got escalated to a manager who is going to "look into it" and get back to me. Really Comcast?!
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Review
#308803 Review #308803 is a subjective opinion of poster.
Loss
$160

Comcast in Dallas, Texas - Price Jack

Called CS after getting a $27 price hike in my triple bundle. Would not have scheduled a cancel date if the CS rep would have just worked with me to keep the all-inclusive price the same. The best she could do was to $136 from $152. Couldn't go the extra $9 to keep me coming back. A pain for me to switch, a loss of income for them since I've been a customer for years. $125/mo would have been all it took, dear Comcast! Why do new customers get much better than loyal customers - I'll never understand why????
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2 comments
Anonymous
#495016

I fought Comcast online CS for two weeks over a jacked up Bill and "free" promotional services that they would not honor. Finally I took the order confirmation and bill to the local Comcas/Xfinity office and they removed all of the extra charges and got my bill and services all back to what I had signed up for.

PLUS the kind lady gave me a 5% store discount, upgraded me with 80 additional channels, doubled my internet speed and gave me a free months service. And she warned me to NEVER order services and Never contact online CS.....only work with the local Comcast/Infinity Stores in person if at all possible.

Good advice! It's like working with a totally different company!

Anonymous
#459584

Debroyal just got off the phone dealing with the same issue. Why would a new customer get the bundle I have for 119.99 mo.

and mine went up to 183 mo. I told the rep this is a fine thank you to a customer who's been with you for over 15 yrs. Rep didn't budge on price either. In the past when we've made these calls always got something off bill.

Comcast is no longer willing to work with it's customers. I was told that I had the same low pricing when I first started and that was that.

We are being held captive by this monopoly and they know it. Also shouldn't we have gotten a 30 day notice about the price increase?

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Review
#308479 Review #308479 is a subjective opinion of poster.

Comcast is a JOKE!

I have never been so disgusted with a company. Over the last 42 hours I have talked to 10 different agents with a total of at least 6 hours talk time. ALL FOR INTERNET! & I PURCHASED MY OWN MODEM AND INSTALLED MYSELF! Ya know, not for nothing but these incompetent "adults" get paid to sit and talk to me. I unfortunately am sitting at HOME after WORK speaking with them!! Not even 2 out of the 10 agents were on the same page! Comcast is a joke & Corporate will hear me raise ***! All I wanted was internet something that should have been so simple, instead I have to talk to Moe, Larry, and Curly to get a headache instead. Then once I was able to access the internet it only worked until the next morning. Then when my husband called tech. support the next morning, they blamed it on my NEW computer. The computer with all the bells and whistles fresh out of the box 48 hours prior. Comcast is right up there with Sprint, they both take your money and give you a run around. They are never any help, and you have to literally keep them on the phone for an hour and scream so much you loose oxygen! THEN TO TOP IT ALL OFF!!!!!!! When you attempt to get in contact with corporate to give the feedback regarding their less than satisfactory service, there's no number, no email, no contact information what so ever! Comcast you disgust me!!!
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#308326 Review #308326 is a subjective opinion of poster.

Comcast Customer Service is non-existent.

It has been 7 days since we had Comcast install their XFinity service (a bundle). They have been back out every day except Saturday/Sunday because they can't get it right. Yesterday the service man was to come and he never showed, wouldn't return my call or anything. They were supposed to come today between 10-12 and still haven't shown up. When I called to find out what was going on, they told me they couldn't tell me anything, because only my husband was on the account. He has never talked to them....I set it up, wrote the check, called for service and all of a sudden today they couldn't talk to me. Well, my husband called and I definitely feel sorry for the representative that he got, because he was furious. We left ATT because the bill kept going up, but now it's looking pretty darn good. If they get it fixed today, I may wait and see what happens, but if I have another call, I'm cancelling and going back to ATT. Comcast just doesn't seem to care once they get your money and I will watch my bill like a hawk. It's just amazing that they hold the only franchise for our area but can't take care of customers problems. They do answer the calls, but all I get is a runaround about everything. I'm just furious!
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Review
#308250 Review #308250 is a subjective opinion of poster.