Comcast - Expected incompetence

I had to change out my old cable box for a new one. I allotted myself an entire day for this seemingly simple chore because I knew the good folks at Comcast, North Charleston, SC would somehow make it difficult. I have had problems with Comcast before. My past problems with them would be too annoying for me to relate here, so I'll just say that I truly believe a few trained chimps would provide better service than the droolers at our local Comcast. I drove through heavy Saturday traffic to the Comcast place. I gave the receptionist my old cable box and told her i needed a new one; an upgrade. She gave me a slip of paper and told me to have a seat. There were nine others waiting for service. I waited about 15 minutes; one of the Comcast people spent this same 15 minutes chatting with a couple about nothing in particular. Nobody was in a hurry; walking briskly is obviously against the rules here, as is giving a ***. I was finally called. I was given a box and some rudimentary instructions. I asked a few questions. I wasn't too eager to get a lot of info because i knew i would be back shortly; Going to Comcast for help is like eating potato chips; you can't go just once to have your problem solved; you must return again and again. Contact by phone is not possible. I went home, unpackaged all the stuff i had been given, and found that my connections didn't match the box i had been given. This was not shocking to me; it was as predictable as the sun coming up tomorrow. I packaged everything back up and drove back to Comcast. I waited, again, for about 15 minutes. I told another person (I find it's best to talk to different people during any series of visits to Comcast) about my problem. She went in the back and got me an appropriate box. I had her get a technician to explain to me the connections and I left to drive home again through heavy traffic. Of course, the instructions i received were not adequate but I managed to at least get a picture on my TV. I know the connections are not perfect so I will have to call a technician to come to my house and correct them. This is expected; It's like expecting nausea during chemotherapy. "Well," you might say, "this guy's obviously ***." I disagree. I am not a *** person. I have been a member of MENSA since 1974. I have college degrees in both chemistry and English. In 1976 I scored the second-highest score on the GRE of all students at UNC-C. So, why do I always have trouble during my visits to Comcast? I suggest you set aside a day yourself and visit them here in North Charleston. Go without any expectations other than that of enduring a frustrating and maddening experience that will leave you filled with jaw-clenching anger and a desire to do things i won't mention here.
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ID
#958107 Review #958107 is a subjective opinion of poster.
Service
Comcast Technical Support
Reason of review
Bad quality

Comcast - Poor Customer Service Rep.

1.4
Details
Comcast has messed up with me again and I mean again! I had no picture on my tv and they go to my parents house for service?? The tv is at my house not my parents. Get it correct. I want a refund of service for the month of November 2017 because of this and no TV. Why do I have to enter at least 100 words when I am finished! more words more words more wordsmorem more more *** words words more *** words more *** word words words words wofdkskskskskskskkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkmore words?????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????i never got a call back for a survey. i had an appointment at 10am and had to cancel it
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ID
#956707 Review #956707 is a subjective opinion of poster.
Location
San Rafael, California
Service
Comcast Technical Support
Cons
  • Charlie
Reason of review
Order processing issue
Preferred solution
Price reduction

Comcast - Technical Support Review

1.3
Details
For the past year I have been having trouble with my internet services I had over ten technicians out and maintenance men's out so I get my pen and paper call Comcast the agent I get was Ortize I ask for her I'd number it is 180028 I ask was she in Florida she said no sir I'm in Georgia I said transfer me to someone in Florida she said she can help I got pissed and was going off on her but I gave her a chance told her everything she says for one your modem need to be updated but I will still send signal so you can surf the internet I don't know what she done but my internet is still working good and I have not went and got the updated modem but with all the calls and technican and maintenance men's been out this girl deserve a raise how can one agent resolve a issue thats been going on for a year
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ID
#955285 Review #955285 is a subjective opinion of poster.
Service
Comcast Technical Support
Reason of review
Good customer service

Comcast - Charge to fix their problem

1.6
Details
I had a phone problem and did an on line chat. At the end it was determined that they needed to come out for service. Never was I told there would be a $50.00 charge. Finally after three attempts they replaced the modem which I lease. I thought that was the reason you lease a modem so if there are issues they fix it. I was also never informed that I could take the modem to get a new on free of charge at a service center. How would I know it's a modem problem? Never have I been charged for a service that is the problem of the provider. I will be looking at other options for sure. Please be aware you will be charged if someone comes to your house to fix THEIR problem.
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ID
#953075 Review #953075 is a subjective opinion of poster.
Service
Comcast Technical Support
Reason of review
Problems with payment
1.0
Details
How do I go about switching out your modem for my new one? Jolly > Hello MARK_, Thank you for contacting Comcast Live Chat Support. My name is Jolly. Please give me one moment to review your information. Jolly > I hope you are doing well. MARK_ > My Issue: I have my...
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ID
#948049 Review #948049 is a subjective opinion of poster.
Location
Santa Rosa, California
Service
Comcast Technical Support
Cons
  • Lack of communication
  • Customer service
  • Being lied to
Reason of review
Poor customer service, bad quality, problem with delivery, order processing issue, return policy
Loss
$175
Preferred solution
Let the company propose a solution

Comcast - Internal fighting spilling over to customer

2.2
Details
A box doesn't work. Tech support says the legacy box is incompatible on the same line as an X1 box. I must have two X1 boxes but another group has to authorize it. The other group simply said that tech support does not know what they are doing, that they say this all the time, but it is not true. No authorization for a second X1 box. I say I don't care which box, just one that works. Tech services says it is shipping a box. So, why reflect that here? Third time with an issue that I authorized the follow up survey. Only when a problem is corrected by resetting or something simple do I get the call. When the problem goes deeper, I do not get the call. Sounds like they are stacking the deck. I have tried for a half hour to find an email address of some higher up than the same tech support/customer service people that are fighting each other, so that the suits would understand what is going on inside the company. Can't find it, so here I report.
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ID
#940111 Review #940111 is a subjective opinion of poster.
Location
Upland, Indiana
Service
Comcast Technical Support
Pros
  • Tech support
  • People were nice but couldnt help
Cons
  • Inter-department fighting
  • No escalation process beyond scripted customer reps
Reason of review
Poor customer service
Preferred solution
Align internal departments to the same solution. Resolve inside infighting. Do the survey as you promise. Provide a real contact for such problems.

Comcast - Really bad service that admitted 2 othe agents lied!!!

1.5
Details
Just got mine today. Told would receive equipment Monday...came Wednesday! Hooked it up and no signal. Customer service says was not turned on outside my building bt GUARANTEED would be tech to turn it on between 8-10 am next day and she would personally call to check ok. No one came, no one called. I called, and got told my appt was set for next Monday morning and a pay visit! I said no, is for an outside activation, I did the set up. Said would have it turned on today GUARANTEED AND she would call back i an hour with the time. No call back. I call again! This guy says th past 2 people lied, yes he admitted it! And said they cannot guarantee any tech to come or when. And threat the first rep had signed off the order that said my unit was activated outside 2 days ago. They give me appointment Monday (it is Thursday) and is a pay install visit. I said NOOOOO, is to turn on outside. Ask for supervisor who happens to be on another call and GUARNATEES to call right back....No call! I call tech support and am going nuts. This lady was nice and walked me through whole thing because I found one of three outlets worked....so it was on outside! Got it all to work in bedroom but not TV room. SO she gives me all her info and says a tech may need to see if all outlets activated outside that she unable to tell or problem inside the wall??? But if they try to charge me, which she said is their goal, she was authorized to take $20 off the $50 and to call her direct Tues and if they charged she would deduct. Also the directions did not match the equipment I was given so was hard to install. I believe is on purpose to get you to pay the $50. No other agent called back!!!! Only a tech spent 45 min with me and got it working and listened to me cuss y head off and in return I gave an excellent review of her and sent email to her supervisor about her because those are the people they need to hire. Her name is Vanessa and in Chicago and was excellent and was honest about the issues. What a bunch of *** bags! I am a lawyer and still have no real legal options...if cancel will breach the 2 year contract, if have tech come out they will charge no matter what, but I will call to get the $20 off. I cannot get the liars in trouble because they did it all the way up the chain. i will send a certified letter to higher office, but they have my business and don't have the energy to cancel and fight and didnt care about $50 but just wanted service faster rather than wait week for appointment. From what I see if self instal they do anything to get you to make appointment to come out. Once can cancel, I will!!! Such a fraud, and will voice it up the chain of deaf ears.
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ID
#936224 Review #936224 is a subjective opinion of poster.
Location
Aventura, Florida
Service
Comcast Technical Support
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution

COMCAST

1.0
Details
Xfinity on Demand does not work - called tech support had the run-around. Had to give them my account phone number and unit id #, before they or he would help me. They are incompetent and have plenty of excuses. The tech name is Robert id@ mw8yvf2. Comcast is a scam. They are quick to disconnect for late payment, however slow to resolve a customer issue. I don't know how long I was without On-Demand, because I have other things to do. I was transferred to Supervisor, who happened to be uninterested with providing help. What has happened to customer service. He was no help or had an excuse.
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ID
#927553 Review #927553 is a subjective opinion of poster.
Location
Albuquerque, New Mexico
Service
Comcast Technical Support
Cons
  • Many excuses
Reason of review
Poor customer service
Loss
$100
Preferred solution
Price reduction

Comcast, Poor Customer Service/Technical Support

Comcast representative stated that Comcast had made many improvements in my local and most consumers were upgrading their service to the X1 Platform and lowering their bills. After much thought and promises to lower my bill by $40 a mon. I agree to move forward with the X1 installation. Quality of service went from barely acceptable to one issue after another. I am told by several Technicians and Supervisors that the initial installation was done incorrectly and the proper protocols were not followed causing signal issues with TV, Internet and phone service. Started last Sept 2015 and still exist to date. I have followed all recommendations, trouble shooting guidelines, exchanged equipment out more the 1/2 dozen times to temporary at best results and poor support at best from Comcast. I feel do the the time I have invested, on line with troubleshooting, by phone with uncaring reps and the time taken from personal & work life that my patience/frustrations have hit the limit with all the excuses. I am at this time waiting on another Tech to come out again to state the obvious...I HAVE ISSUES AT THE TAP FROM THE POLE!!!
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ID
#923895 Review #923895 is a subjective opinion of poster.
Location
Jacksonville, Florida
Service
Comcast Technical Support
Reason of review
Bad quality

Comcast - Discreet Billing

Check your bills. Three times in one year I have had to call about billing. Most recently I called about WiFi issues. Suddenly it started working and they couldn't explain why. Next bill I seen I had charges for in house protection plan for 5.95 per month. I didn't ask for this. I called and after the ungodly painful process of their customer service call line I spoke with someone I could barely understand. I was told that the 5.95 per month would cover me for a $50.00 charge it would cost if a tech had to come to my home. Do the math. I would have the tech charge paid in 8 months of billing. I think I would rather pay $50.00 up front than have a tech come out in say 3-4 years after I've paid $300.00 plus for the protection fee
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ID
#920785 Review #920785 is a subjective opinion of poster.
Location
Pekin, Illinois
Service
Comcast Technical Support
Reason of review
Pricing issue

Comcast - Bad 3 time good last time good outcome sept 10 2016

had Comcast service four times no 1 in home check out two tv & internet for two computers signal poor but will work (note been with Comcast for the time they started in this area) 20 plus years do remember to long agocheck billing modem costing me $110/year rent (I got my own modem under $100) requested a higher speed service from Comcastsaid it was doneno 2 check for speed ok per Comcast on tvs,computer Comcast ordered wireing to be change but trees on side of property needto be cut back (called fla power & light to cut back trees , will send superviser out to look )snowball in *** if it out but otherwise they just lookno 3 Comcast service tec came out (raining that day)said have to change entry point of cabletec said don't have ladder high enoughorder tec to come for fix no 4 tec #3539 look at wireing set up etc ( cost 200 to have trees cut back ) tec installed new wire check service check everything tvs better conput speed much better give this man a raise (not Small) he is a best example of what Comcast service can be Comcast ----------- federal trade commission Washington federal capital DC------------f c c Washington federal; capitalfla dept cosummer affair fla dept age state capital BIlling --Next big step for Comcast make sure you get COMCAST TEC NOT a contracted tec I have before and after photos
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ID
#916228 Review #916228 is a subjective opinion of poster.
Service
Comcast Technical Support
Reason of review
Poor customer service

Comcast - Inconsistent and Deceptive Customer Relations

1.7
Details
I don't file complaints often and this is my first time filing a complaint with the BBB. My story begins one stormy summer night in Atlanta, when a lightning disrupted my internet service. I initially thought it was a temporary issue, but after realizing that others in my complex had internet service I began to suspect it was an issue on my end. After troubleshooting with multiple PC and Apple computers over wifi settings and hardware connections, I concluded that the cable modem provided by Comcast had been short-circuited by the storm. I spoke to two Comcast technical specialist on two separate phone calls, over a two-hour period, to patiently go through the varies tests I had gone through prior to my call. Both calls ended with the technical specialist concluding that the issue with my internet connection was attributed to the various internet devices connected to my modem/network (iPhone, iPad, kindle, wifi router, game console, MacBooks, a PC, etc..), some of which were hardwire to the modem with Cat-6 ethernet cables, and not the Comcast modem itself. Both technical specialists suggested that I call each device manufacturer to troubleshoot the issue. This was unsatisfactory for multiple reasons: the technical support team was not very skillful and only went through very basic troubleshooting tests (ex: try unplugging and replugging the modem), the technical support specialist never resolved my issue and did not seek another person to help with my issue, and both technical support members I spoke with blamed the various other device manufacturers as the source of the internet connectivity issues without much supportable reason and suggested I call those manufacturers for assistance. My wife, who analyzes customer services chats for various companies for insights also agreed that the call was poorly handled by Comcast. The very next morning I went to my local Comcast office with the defective modem to request an exchange. I waited approximately an hour and twenty before my name was called because numerous customers had come in with defective devices caused by the lightening storm the previous night. The Comcast representative I spoke to sounded very understanding and assured me that it was highly likely a defective modem and not something wrong with the other devices at my home. During this visit I also wanted to end my TV service because of my high monthly bill. This sales representative suggested I switch to another plan which lowered my monthly payment by 20$. I specifically asked the representative if I would be locked into a contract and the representative said no. with that assurance I agreed to the lower plan and was instructed to switch my old cable box to a newer cable box. I asked the representative if I would have to ship the old cable box to Comcast and she clearly stated I could come back to this office to drop it off. I asked if I would have to stay in the long line again and she said I can ask for her and she would take care of the old cable box for me. I was quite pleased with my interaction with this Comcast rep up to this point. Within 2 hours I went home, set up my new cable modem, verified that the internet was working again, set up my new cable box, and came back to the Comcast store to return the old cable box. Upon entering the Comcast store I was happy to see that the Comcast rep that I spoke to less than two hours ago was now in charge of the waiting ***. As soon as came up she instructed me to type my name for the ***. I told her I was simply returning the old cable box. She replied that I had to drop it off to a UPS store. I was a bit confused and irritated at her and told her that it was based on her guidance that I had returned to this store to drop off Comcast's own cable box without having to worry about shipping or waiting in line. The rep did apologize, said she did not remember me, and took the box from my hands. What was initially a pleasant face-to-face interaction was quickly extinguished and only made my Comcast experience worse 10 days later. Up to this point, all my interactions with Comcast were done without verification of being the account holder. The Comcast account is under my less-technically savvy wife who I married and moved in with a year ago, never added me as an authorized user for her Comcast account, and doesn't have the patience to deal with a telecommunications company, so I represent her during Comcast interactions. The changes made by the Comcast rep should not have been made according to Comcast's own policy because they were technically not authorized by the account holder (my wife). This became key to my next interactions with Comcast that revealed more shocking inconsistencies and deceptions on how they treat their customers locking them into contracts. Tens days after getting the new cable box my wife decided to watch CNN only to find that the channel was not "turned on" and had to be switched on by going on a web browser, logging on to my wife's Comcast account, and adding the channels to the digital cable box. The channels I wanted to add (such as CNN) were for free because it was part of our subscription, but it was an added headache for us because the box or Comcast didn't have all this ready for us. In the end, I never got the channels to work, but while I was logged into my wife's Comcast account I noticed that she was under a 3-year contract despite what the representative at the Comcast store said that we were not. Naturally, I was upset and called Comcast, using a landline, to reverse the changes. The first sales rep I spoke to said that the changes could not be reversed because I was not the account holder, nor was I authorized to make changes to the account. I said I understand, but then if that were the case, my wife never authorized to change the account to a 3-year contract. The representative said no changes could be made without my wife’s permission, so I continuously asked how were the changes made in the first place. I even asked them to show any signed document made by my wife that allowed her to be locked in a 3-year contract. Obviously, the representative could not produce this. I explained to the representative that it was absurd that a company could lie to their customers about locking them in 3-year contracts, allow unauthorized users to lock their own customers into 3-year contracts, not confirm with the authorized user that they were in a 3-year contract, and then prevent the unauthorized changes be reversed unless they spoke to the authorized user. This representative put me on hold and then the line got cut (i suspect the representative hung up on the call because I was using a landline and the timer was still counting on my end and made no attempt to call me back). Two more calls later, I was finally able to get my wife out of the contract by pretending to be my wife on the phone. One of the two calls, as my wife, I requested to add my husband (me) as an authorized user, which did not require any personal identification (my SSN, DOB, or mobile number). I was told it was done. The second call I asked to verify all the authorized users on the account and, to no surprise, there were no additional authorized users to my wife’s account. I again requested to add my name to the account, and once again the Comcast representative did not require any identification (my SSN, DOB, or mobile number) to add me as an authorized user of my wife’s Comcast account. Just a simple, letter-by-letter, spelling of my name. As of this writing, after 7 working hours of my life dealing with Comcast on the phone and in person, without any compensation for my distress and difficulty, my wife and I are still not sure if I am an authorized user of my wife’s Comcast account. I have had numerous experiences with Comcast over the years, each one negative on their own merit, but this 10-day ordeal was the worst thus far.
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ID
#909323 Review #909323 is a subjective opinion of poster.
Location
Atlanta, Georgia
Service
Comcast Technical Support
Cons
  • Supervisors do not care
Reason of review
Poor customer service

Comcast Technical Support Review from South Gate Ridge, Florida

1.3
Details
Having a very bad experience already and the service hasn't even started yet. Maybe this is just the beginning of frustrations to come if I continue with Comcast as my tv, internet and home phone provider. I choose to discontinue my services with brighthouse networks some 3 weeks ago because I thought Comcast was offering something better. So I thought that once I switch my services would have been up and running in no time. Since I made that decision, I'm woefully regretting doing so because its 3 week now I have had to do without tv, internet and home phone in my home. Ain't that s shame. At least with brighthouse if there is any technical issues they come to rectify it immediately instead of having to wait for a technician up to 2 weeks who when he finally shows up after taking time off from work does not have the capability to solve the issue. By the way appointment hours are mon to fri 8 to l0, l0 to l2 and 3 to 5 when most people are at work. I did opt to fo self installation and still no service so after 3 weeks i might as well take back their equipments to ups.
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ID
#900172 Review #900172 is a subjective opinion of poster.
Location
South Gate Ridge, Florida
Service
Comcast Technical Support
Reason of review
Poor customer service

Comcast worse service ever

2.0
Details
I have had several issues with the service of Comcast. We finally get them to send a service tech out only to find out that Comcast had installed a filter on my line which caused the problem and then charged me over a $100 to send tech. Oh and the Tech they sent out had very sticky fingers he decided to pickup something that didn't belong to him. He left with a $8,000 ring. I guess birds of a feather do flock together. Corporate crooks that need to be stopped. Please pass a bill to open competition. A small business can open and will have to comply to 100's of rules while big companies go unchecked.
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ID
#898611 Review #898611 is a subjective opinion of poster.
Location
Tupelo, Mississippi
Service
Comcast Technical Support
Reason of review
Poor customer service
Loss
$8000

Comcast customer support epic fail x 10

1.5
Details
Lost my phone, TV and internet 24 for 24 hours. called support, got A reading from a script. Tell me to reboot the modem, by unplugging it.i up plug it nothing happen, power light say on. I tell him there is a battery back up and it did not shut down. He said it should reboot by unplugging. Just a guy reading from a spit that does not know the product. might as well be an auto responded " press 2 if option 1 did work . I asked for a supervisor, he runs me through a bunch more more scenarios refresh , reboot rest, aft an hour set up an appoint for the next day. *** 1/2 a days work to meet the cable guy. I go in the basement to hook up a tv direct to the main cable to find out if the problem is in the house or out side the house. i fond the GFi powering the main splitter is tripped. Reset it and all works. I call to cancel the appointment and ask why after talking to 3 techs for over hour, why no one said the check the power to the splitter or junction box. The tech on the phone said what is a junction box or spllitter. I ask him, if there is more the one TV, how do you connect there other TVs and modem. I kid you not, he said he did not know, This is the level of support from Comcast. The good new, my internet phone and TVs are working and I did not need to take time off.
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ID
#887962 Review #887962 is a subjective opinion of poster.
Location
Colchester, Connecticut
Service
Comcast Technical Support
Cons
  • Customer service representative
  • Representatives have know idea of their product
Reason of review
Poor customer service