Latest review first
I have been working with Comcast to solve a problem with my signal being unacceptable for over six months. I moved from a thirty-five year old home with neglected wiring and minmal issues to a fifteen year old home in great shape. Since this move I have had serious pixilation issues with my cable signal, my phone signal breaks up so horribly the person on the other end of the line cannot hear me much of the time. All of this began in June of 2010. I called Comcast due to the pixilation preventing my family from watching any television whatsoever. The picture and audio signal were so badly broken up we could not make heads or tails of the shows. They informed me that the entire neighborhood was having problems and to be paitent; it would clear on its own. I took them at their word and waited for three weeks for it to clear. I gave them the benefit of the doubt that they were continuing to work on the problem. I called again. This time there was heavy rain in the area and they blamed the pixilation on that, stating that I need to be paitent still; they had just finished repairs on the neighborhood lines. I took them at their word again. Come the end of the second month, I began to become a bit frustrated. I am generally a patient person. I call again and this time request someone be sent out. I did not describe the issue as pixilation; rather I said the television signal was broken up. I later learned they wrote this down as "HD problem". A couple of days later the technician arrives to fix the problem and replaces the wires directly on the outside of the house, stating he is sure that is the problem and to be patient as it may take the lines some time to clear the reception. I wait two weeks again and call. The problem is no better. They send another technician who says, oh its the box. They replace the box and the wires in the back to the wall. Two weeks later, we are still having pixilation. I think it is minorly improved, but it is still too bad to watch anything. I call again. This technician says the previous technician did not inspect the wires they replaced and that they were bad: the male and female ends were too far in and too far out. I hope this is the end and thank him. He tells me if I have to call again to explain the problem as pixilation so they know clearly what they are dealing with. Two weeks later, the pixilation is still present. The next technician comes out and replaces the box again. Two to three weeks later, the pixilation, although still somewhat improved, is too horrible to make sense of any shows. I call again; they send out another technician. He says he can't find the problem. I am told to bring the box in to a local Comcast box store and swap it. I do. On a side note, in the last month we replaced our television. It was having trouble with lighting, so we thought perhaps the unit was the problem. Nothing about the pixilation changed with a brand new television. After the last six months of excuses and run around and finally getting the problem solved, I call up Comcast. (I had requested a credit when the first technician was sent out. I was told to wait a couple of weeks after the problem was solved.) I called and explained the last six months of problems, asking for a credit again. They say they only see one month of problems in their records. What! I calmly explain what has been going on. I can tell him there have been at least five different technicians to my house. I can tell them everything that was replaced each time. They keep repeating they only see the last month. When pushed, Alicia tells me that she does see a history back to September, but that was an HD issue, not a pixilation issue. I explain that I have no idea why the technicians worded it differently but the problem has been the same all along. I also have to argue the point of the second DVR box replacement. She states that they show we made an upgrade. The DVR box that was replaced was the older version with a smaller hard drive in comparison to the new one. However they are both Comcast brand DVR boxes. I would never consider this an upgrade. Conveniently, Comcast has labeled the box replacement thus to avoid having to tie the two service calls together. I have things I need to do, so I have to let her go. I call again the next day and speak to Heather. She is much nicer and agrees to give me a $50 credit easily. However, I have been paying over that each month for the television service I was not receiving for six months. I explain this fact again. She says they only have thirty days of history on this issue. I explain again each thing that was replaced by all the different technicians and how long ago. She is quiet, but I would not say she listened. During this conversation she notices my telephone service is breaking up so badly she cannot hear me. She quickly uses this as a reason to transfer me to tech support and not have to talk to me anymore. Tech support repeats the fact that I am really broken up and sets up an appointment for my phone to be serviced. I have also been dealing with the phone problem for six months, but it has not caused me to be unable to use the phone for long periods of time and has been intermittent. When I called Comcast service once before, they told me that as the problem was intermittent they could do nothing unless I called when it was occurring. The problem is when it is occurring was usually in the evening, when on tech is available. I didn't see the point. So, I have been putting up with it. I wait until the technician comes out for the phone, hoping that after this is fixed, I can make some headway with Comcast on a reasonable credit for my bill. I have always paid full and on time. The technician, Jeremy, comes out to the house and tests the modem, the lines, even the neighborhood box and says everything is in the green. He can't find the problem. So he leaves me his number and ***, telling me to call if the problem reoccurs. He is the nicest person I have dealt with during my talks with Comcast. I decide to wait to call them about a credit as the phone is not fixed. I receive a call from customer service asking me to take a survey about my satisfaction with Comcast. The automated voice says they want me to be fully satisfied. I am not, and I say so. The automated service transfers me to customer care as a result of my statement. I speak to an entry level support person and receive the same rig amoral of excuse and "we don't see records that far back regarding this issue". Apparently they change the wording on their records so the problems don't match and then lose the majority to avoid having to take responsibility for their screw ups. I ask to speak to someone who can help me. I am transferred to Kristen. I speak to her for all of thirty seconds when she hangs up on me. This entire time I have spoken calmly and quietly to each person, regardless of my frustration. I realize they are only pegs in the machine and do not have real power. I wait a couple of minutes to see if she will call back. I don't know why I did. Part of me wanted to give her the benefit of the doubt that she did not do so intentionally and it was an accident. I call back and ask to speak to Kristen again; explaining I think she accidentally disconnected our line. The person I am speaking with places me on hold and then returns to state in a strained and odd voice that Kristen is "not able to come to the phone". I ask if there is someone else available. I am transferred to Brandon. He is pleasant enough, as pegs go. However he repeats the same load of junk I have been told before. I may as well have been talking to a brick wall. What is the point of having a customer service department when not one individual is individualistic? They are all robotic drones and none of them will give any credit to the reality of my situation. I have been patient for six months on the basis of the idea that Comcast will see reason when I call up and give me at least one month's bill credit for six months of frustration. Jeremy calls me back three hours after he was here and offers to come out and replace the modem on the chance it will fix the phone, despite the fact that everything tested green. I take him up on the offer. He does so, and again is very nice and apologetic about the service issues we have had despite the fact that he has even less responsibility regarding my satisfaction than customer un-service. After the experience I have just had, I cannot see how any satellite company could be any worse. I will be letting everyone know that aside from their technician, Jeremy, Comcast does not give a *** about their customer satisfaction. It is simply a catch phrase for sales and nothing more. Stay the *** away from this horrible and careless company. We have a satellite dish on our roof from the last individuals who owned this house. We were going to take it down. I'm glad we have not yet. I am talking to the satellite company first thing tomorrow.
Comcast (FL) Scams despite having quotes in writing.
I have been a Comcast customer for probably 18 years. 13 through my condo which I had no dealings with, but 5 since I purchased my home. For the most part things were fine, despite the fact periodically they raised the prices or required new equipment without letting me know. On several occasions I considered switching but figured the energy in switching wasn't worth the increases. On 8/24/10, I contacted Comcast to see about having my bill reduced and possibly add DVR service. My friend contacted them and had her bill reduced by about 20% but of course they never do that without you asking for it. Increases are automatic, decreases you have to 'beg' for. In any event I thought it was worth a try, but also thought it was time to get on the DVR wagon. I entered into a Chat session with an associate and we discussed the options. Of course they were very polite. Little did I know I was entering a state of 'false sense of security.' I figured I had our transaction in writing so if anything went wrong I had 'proof.' Additionally, it allowed me to do other things. Now despite the fact this took an hour and a half (which is too long in my opinion for a consumer or for a company), I went away with a secure feeling that all was set. I triple verified the prices and asked all questions under the sun. Now the nightmare begins. For the last two and a half months I have nothing but headaches. Firstly, they never showed up for the appointment that I took 1/2 a day off work for. When I contacted them, they didnt have it in the system, despite the fact they had the upgrade. . .but no appointment?? We rescheduled, got a credit for the appointment. Then they didnt show up for the 2nd appointment. When I called to find out what was going on the hold message stated, you have an appointment for the 11th (it was the 4th and it was supposed to be at 11 am) The woman who came on said yes I see notes for the 4th, but maybe since it has passed it kicked it to the next week. Long story short on that, when I got the dispatch manager she told me that person lied. I wasnt in the system! What the @#$%??? She was rude, and when I called her out on that and what I have had to deal with she changed her tone. A tech showed up at my door 30 minutes later. Finally! Then the next phase of problems started, my bill was all wrong, the prices quoted where not honored and the install credit wasn't there. When I e-mailed to inquire they told me they said we don't see those prices. . .so sorry. After a solid week of e-mailing I got a supervisor call. He was a bit snippy with me at first and when I didn't back down he finally listened. He too told me that he doesn't know what I am talking about those prices aren't in the system and never were. I said, as I said at least 10 times, I have it in writing. He said 'oh, well' send it to me BUT it doesn't mean we can honor it. I said really?? So your sales person quotes a price, gets me to agree then you won't honor despite having it in writing??? He said I'll investigate. Well after about 5 minutes he called me back and changed his tune. He agreed to honor the price and said I should see the changes on my next bill. So the next bill I checked. And sure enough the credits were there, plus the price adjustments except for one. My internet was supposed to be 24.99 for 12 months not 6 months. So they, mis noted. Also there was this new charge for $7.50 for an additional outlet. That charge was never disclosed or quoted. When I inquired about it they said it was because I kept one of the once FREE digital boxes when I added the DVR. I explained I didnt know that, and I put it in a spare room just because. They should have told me. Why would I pay 9.99 for DVR and 7.50 for a spare box?? They said I needed to initiate a chat and have it removed. Oh yeah and the 24.99 for 12 months never exhisted so they wont honor it. So again I started a chat session and there they told me that A. they can't honor it. When I told them I have it in writing, get me a supervisor, they said basically oh-well nothing we can do and no we can't transfer you to a supervisor. On the 7.50 charge, they changed their story. It is now a fee to get the DVR service. Well I am already paying for the DVR serviece and I was told there wasnt an equipment fee. Yeah, oh well, if you take that off you wont get service, even though I am paying 80 dollars for service, if I dont pay the 7.50 I wont get any. WTF?? So I decided to write the same supervisor from before and explain the situation again, with all in writing. He has chosen to not respond to me this time. No phone calls no e-mails. I so want to send this to the newspapers. It is wrong. They quote, get me to agree then change EVERYTHING and honor only 80% but after I have to fight for 2 and 1/2 months.
Comcast installation appointments not kept repeatedly.
Comcast installation appointments not kept after they were confirmed multiple times. Then the dispatcher claims that they had no service scheduled and when I called him on the lie he let me sit on the phone for approximately 30 minutes until I find out that they contract these services to Advance Cable Technologies. When I spoke to their dispatcher he played like he knew nothing. What a bunch of incompetent dispatchers and supervisors in the Sugar Land Texas region. What made the situation even worse is that we had computer people here waiting to hook up and they had to leave along with a bill for a hundred dollars because I did not cancel their service two days in advance. Thank you Junior whose id number is 7685 for all of the non-service.
We are moving. We have been in the present apartment for four years. We have had Comcast internet, television and cable in this location the entire time. We have never been late to pay. But they will not transfer our service to the new house because the people who lived there before owe them money. We will have to wait until we move to the new city then go to the Comcast office and jump through some hoops before we can get service. This means we will be without internet, phone or TV for at least 4 days. Why is it out fault that those people owe them money?? This is the stupidest policy I have ever heard of!!!!!
Comcast disconnects the wrong apartment and won't come out till Tuesday to fix it.
The apartment below me recently became vacant. Today comcast came out to disconnect their cable and internet. However, they disconnected mine by mistake. I called twice and got excuses about why my cable was out. Finally, they realized their mistake. But they can't come out till Tuesday to fix it. I don't understand. If they screwed up why don't they come out and fix it now! BTW this is the 2nd time they disconnected us by mistake. Now I have to go 4 days without internet and I use it for my job all the time. This is a big inconvenience. This is not the way to run a business
Comcast in Vancouver, Washington - 48 hours and no service (LOL)
Hello My Name is Joseph Andrewski and customer of many years to Comcast I recently encountered some technical problems with my modem on 11/04/2010. No Internet or phone service, and followed phone instructions with a repair technician. In this process I was told to push a reset button on the back of the modem and it broke, They set up an appointment for the following day between 8 am and 9 am on 11/05/2010. I took time off from my work the next day and waited unit 9:30 am for the service technician to arrive? No service technician showed up as scheduled ?? Called up Comcast to fine your computers cancelled all appointments scheduled upon the time my appointment was made, due to a service issue that occurred earlier in that day on 11/04/2010 ?? Here is why I am writing this compliant to you as a unsatisfied customer. I missed a days work, no call backs regarding cancellation of my scheduled repair call, and no phone service at my home for over 12 hours? (OUCH) Now I must wait 48 hours due to rescheduled service call and take another day off from work (Ouch!!) Wow, I'm not so happy with how your company is handling customer service! Thank you for hearing out my concerns in this matter and hope you can improve on customer services In the near future, 48 hours lost is a long time to wait!!
Comcast has Breached Thir Contract. Can I Sue?
Ok, let's begin! Back in January 2010, I moved here to East Orange NJ! I originally wanted DirecTV (I LOVE SATELLITE), but found out that this building only allowed sheisty Cable to be installed, because DirecTV only wanted their service and not Cable to have any input here... thus making Comcast the contract winner! Not that I'm downing Comcasts service, because I haven't had terrible service. ANYWAY... There was an offer that if I signed up for their Triple Play Contract, that I would receive a $200.00 Gift Card! Ok, since I work for a Cable company, I know how this goes. So I thought to myself, Hmmm. Great..I'll do it. So I signed up. The terms clearly stipulated that this was a 24 month CONTRACT, and that starting with Month 13, my price would increase by I believe $20 dollars. I would need to fulfill the requirement to pay by bill ON TIME every month for 3 months...90 days. I HAVE DONE THAT! To Skip all the in-between, because I know that some of you fools like myself, already have been through this...It is Now November 2010, and I still do not have a Gift Card. I have escalated this to a Corporate complaints level, and I still do not have a Gift Card! I BELIEVE COMCAST HAS BREACHED THEIR CONTRACT, in falsely getting me to sign up for their service without ever making good on their offer. That is FRAUD! Because this is a contract, I am not able to change my level of service without incurring A FEE! I would like from Comcast... an inconvenience credit, equal to one months service credit. They have offered to CREDIT MY ACCOUNT, the $200.00. THAT WAS NOT LISTED AS PART OF THE TERMS OF THE CONTRACT WHEN I SIGNED UP, THAT IF THEY DON'T SEND A GIFT CARD, THEY WILL CREDIT MY ACCOUNT. Thus, they are trying to make it easier on themselves to just wash this under the rug and act like it never happened, by making such an offer. Do I have a leg to stand on? Or I screwed? The woman from the Corporate escalation group, says that she has looked into it and she is being told that I will have to wait another 30 days. That is *** near an entire year, that I will have waited. This other guy named Rick from Corporate left me a voice mail message a few weeks ago, and told me that the card should be in my mailbox by October 20th...THAT WAS A LIE! I asked Debbie from the Corporate Escalations team to give me a months credit for the inconvenience, due to what I feel is a breach of contract. She told me ...let's wait until we get the gift card to you. And then they can review if my request has any merit. I think she is lying, because they have no intentions of issuing a gift card! What do I do?
Comcast slow service
On 7/21/2010 I had a Comacast tech decide I needed a new line put in. On 852010 the vendor Comcast used to lay line installed a new line. They decided to not bury it on the path the Comcast drew out. On 10/10/2010 I had someone aerate my lawn. The Aeration machine cut the Comcast line because the line was run over a tree root and was only a 1/2 inch below the ground a that point. A Comcast tech came out that day and spliced the line he left the old cable laying on my lawn and said a new line would be put down in two weeks. I called Comcast the week before last and was told someone would be out by 10/24/2010. I called back last week and was told someone would be out by 10/28/2010. I was trying to get it done be 10/30/2010 (halloween) since I live on a corner property and kids walk across my lawn on hallowen. I went out on 10/30/2010 and buried the line the best I could. I called today 11/2/2010 and I am now being told that someone will not be out until 11/20/2010. That would be 40 days to get someone out to correct this. Outrageous. Gregory Wellons
Comcast just sucks. When, I bought the internet service through online chat recently on 8 oct, they promised me for waving off installation fee and since it was online order they didn't gave me any kind of confirmation or receipt. But, in the next month's bill they charged me $49 as installation fee and they are now passing the blame on me. They are not even ready to hear my part. Even that chat representative never discussed anything about installation fee. Only after my continuous pressing, she said its going to be waived off. I suggest, never take any service in new york city online or through phone. Buy, it by going to store.
I switched my telephone service to xFinity from Verizon on Friday, October 9th. A little over a week later, I received the "recently disconnected" letter from Verizon. The installer had trouble "porting" my number over, but he was finally successful. All-in-all, I thought the switch over went rather smoothly. In addition to cable TV and internet, now, I also have phone service with xFinity/Comcast. I received a PIN via email within 10 day, but had trouble setting up my voice account. This was a minor irritation and had planned to call when I had time to wait on the phone. In retrospect, I should have realized this nuisance foreshadowed problems to come! On the morning of October 31st, I picked up my cell and saw a text message from my daughter. She'd tried to call home the night before, but had received a "number not in service". Sure enough I picked up one of my house phones and no dial tone; called home number from my cell and I too received the same message. Imagine my surprise and horror when I called xFinity and was toldy by Chante (customer service) that xFinity does not have my home telephone number! The phone number I've had for the past 24 years is, according to Chante, owned by "some other carrier"...and she'll find out which carrier. Before I switched, I specifically (and several times) asked, will I be able to keep my same phone number. I was repeatedly assured, by both the salesperson and the installer, my phone number won't change. I NEVER would have switched had I known the number I've had for all these years, that is associated with my life - family, friends, business, work - would be lost because of a "mistake" on your part. No one should have to go through this! I'm advising everyone I know (and even folks I don't know via the web) don't switch to xFinity! I'm calling Verizon and begging them to take me back - with my old telephone number.
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