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Comcast customer service beyond belief

I just want to start by saying we are extremely unhappy with our customer service. A little history. About 3 weeks ago we upgraded to X1. All boxes and TVs were working fine. Last Wednesday we had a problem and the picture was freezing, would not change channels, etc. I phoned CS on Thursday and was told by a rep someone could come out on Saturday between 2:30-4:30. I spent over 30 minutes on the phone with this particular rep. Each time I told her something she would put me on hold for a couple minutes. This went on for 30 minutes. I told her I wanted someone at my house on Friday. Before we hung up she told me someone would be there on Friday and gave me a confirmation #. I took off work 2 hours early Friday to be home from 2:30-4:30. Nobody ever showed. When I called to inquire I was told no the apt was for Saturday. Even when I gave them the confirmation # I was given they told me that # was not in the system. I was told that we would receive a $20 credit which I do not see on the bill to date. Saturday a repairman showed up. He told me we had a low signal. He was on the phone a few minutes, opened the box on the side of our house. Came in with some kind of meter. Rebooted the DVR box and things seem to work. One hour later trouble started again. On Sunday my husband and I and an advocate friend of ours was present when we phoned Comcast again. I almost think we spoke to the same person as the original call. She does not speak nor understand English very well. For almost an hour my husband tried to explain to her the problem and she kept repeating the same thing and putting us on hold. She would come back on the line, “thank you sir for holding” and repeat it all again. She also told us we had an apt scheduled for November 5. That was absolutely incorrect. Who would ever wait a month for a service appointment and why would we not have been told this. My husband told her to have someone from the local office phone him immediately. Approximately 2 hours later someone did actually phone although the guy didn’t seem to know much more than anyone else we had spoken to. He scheduled an apt with a supervisory tech for today from 7:30-9:30. Because we were working on Tuesday and I was off Monday, I phoned back later Sunday evening. I spoke with Gilbert in the Maryland office. Of course I have to go through all of the details with him again. I told him we haven’t had consistent service since last Wednesday. He told me he would credit our account $33 not for sure where that amount came from. I do see that amount credited on the bill. He told me Sunday evening someone would be out yesterday between 8-12. I asked if he could narrow that down a bit and he said no. Yesterday I sat at home from 8:00-12:00. At about 10:30 I phoned customer service only to hear a recording saying our apt was between 9:30-11:30. At 11:35 I phoned customer service because nobody had showed up. She told me we were next in cue and that she would credit us $20. Still no credit reflected on bill. So now I have wasted 6 hours to no avail. My husband spoke with someone yesterday and he assured us a tech would be at our home this evening between 4:30-6:30. If this tech does show and does not resolve the problem, we are sending all the equipment back with him. We have had this level of customer service for 14 years from Comcast. We will not tolerate it any longer, don’t have to because there are other options. Feel free to phone me if you would like additional information. At this point we should be receiving the full month free of charge.
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Author
Location
Arlington, Virginia
Reason of review
Poor customer service
Loss
$200
Review #715535 is a subjective opinion of poster.
1 comment
Comcast has screwed me with increasing fees and false charges, difficulty in disconnected, poor service and poor customer service. All the bad things you read are true; in DC, use RCN instead. They charged me for a dvd box I never got, did not show for service...
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Anonymous
#1042530

I filed a complaint with the BBB and the FCC regarding my poor service. I am suggesting that you do the same. Also please take the time to contact the executives for customer ...

Author
Location
Arlington, Virginia
Reason of review
Bad quality
Review #707312 is a subjective opinion of poster.
1 comment
2.0
Details
I moved and had my Comcast service transferred, or so I thought. The technician who connected our service, was haughty and distracted. He connected one room, while our service specifies, all rooms will be accessible. He spent most of his time talking to friends and...
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Anonymous
#867121

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

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

Comcast in Arlington, Virginia - Horrible Experience

Short Version: - Service first started on 7/23/12, Service did not work until 9/18/12 - Original install resulted on follow up appointment to fix cable issue - Resulted in 8 more rescheduled appointments - Promises given to me of crediting my bill once the issue has been repaired - After issue was resolved, was told that my issue was a "special request appointment" and that it is not creditable. Long Version: My service started on July 23rd of this year. My girlfriend and I live in a small apartment in Northern Virginia. We signed up for the Blast Plus promotion going on in this area for 49.99/month for the first 6 months. We get the initial technician visit where he installs the modem and cable box. We are unable cable working but internet works decently (cuts in and out enough to be inconvenient). The technician despite trying three different cable boxes still thinks its the cable box. We schedule a 2nd technician to come out with a different box... surprise his didn't work either. He checks the wire signal and notices a really poor signal. (We live on the 18th floor, so signal loss is normal. However the amount lost was much higher than normal). So now that the issue was figured out we scheduled a tech to come out to look at the wire and fix it. We schedule with my apartment complex to check various units underneath us to locate the issue in the wire. Despite people taking off work to be there for it, the tech never showed up. I then proceeded to reschedule. Next tech shows up at the rescheduled date with a cable box. He asks me what the problem is to which I responded: "The issue is in the post-wire, we had a tech scheduled to come fix it and he never showed up. You were supposed to fix it.". His response was well let me check the signal.. He checks the signal, determines it's low (no really?) and tells me its the power coming from the tap in my apartments cable room. I reschedule.. (Current visits from Comcast: 5, including no show) Comcast (or comcast's contractor) comes out and checks power coming from tap, readings are normal. Tells me that it's the post wire and the post-wire people need to be scheduled to come out. I reschedule (6). At this point it's been one month. I call customer service requesting that my bill be credited in fear that if I pay my bills my issue will never be fixed. After speaking with 3-4 different people I finally managed to get that done for me. (Great, finally some customer service). However my bill due date changed from the 23rd of August to the 10th of September... odd... So the "post-wire" guy shows up without scheduling with my apartment complex. He shows up at my door and he's not even a post-wire guy, he has no idea what hes supposed to be doing. He starts off with "So your cable hasn't been working right?" I tell him no, tell him the story, etc. He decides to check my signal strength... tells me I need a post-wire guy. Yes... yes I know. I'm starting to learn Comcast terminology at this point. If I lose my job and apply at Comcast I probably won't need to go through any training. We reschedule (7) and a post-wire guy comes out (FINALLY) but he wasn't scheduled with the apartment. This guy was actually a pretty good tech. He checked the readings just to be sure, he told me that he's gonna personally make sure my issue gets fixed because he must have felt bad for me. This was a relief, he really went above and beyond what he needed to do as a Comcast tech. However, I needed to reschedule (8). The next time, it was the same guy that showed up from before. I actually called Comcast twice to remind them they need to schedule with my complex that a tech is coming. Surprisingly they never scheduled so when he got here he couldn't do anything. (Note: I am not able to schedule Comcast's job for them with my complex.. I tried). He personally went and talked to the manager of the building and got it scheduled. Like I said, this guy was good. Reschedule. (9) The same guy showed up again, this time was able to find the issue in 10 mins and fix the wire. Cable works! (9/18/12) However, I needed to change my box from the DTA to an HD box where I needed to personally travel to the comcast center and pick it up. So now it's time for the grand finale. I call Comcast customer service up so that I can get my bill all sorted out, get credited for all this time I didn't have service and move on. Post-wire repairs are called "special request" visits (Or something of that nature). When I spoke with the customer service agent she told me that I was unable to be credited for my service because "Special requests" are not creditable. This was the first time in this entire almost 2 month period that I got frustrated on the phone. You mean to tell me after all of this you're going to make me pay for it as though I had service this entire time? According to the rep I spoke with, my service was working back on August 24th (when I was credited for the first month). So the person who credited me orignally must have marked that my service was completed (which I strictly stated was not) But wait, it gets better! I look at my bill more intently to see that my service changed. I no longer had the 49.99/month promotional offer. I had a $35 cable and $20 internet package which I never consented to. So as of right now my bill is 21 days overdue (but september 10th isn't 21 days ago.... Yeah I know) I am not paying my bill at all until I know that my time spent dealing with this awful service will be credited. You are not stealing my money Comcast. Thank you for reading my story.
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Author
Location
Arlington, Virginia
Loss
$130
Review #346582 is a subjective opinion of poster.
2 comments
Comcast Cable continue to raise my rates even after I turned in some of their equipment I can't afford. Called several times for an explanation but they seem to always make it too complicated to understand. Even the paper billing I received in the mail is too...
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nikalseyn
#454532

Time to go with someone else, n\'est pas?

Author
Location
Arlington, Virginia
Review #307039 is a subjective opinion of poster.
1 comment

Comcast in Arlington, Virginia - Internet and phone don't work way too often

It is time for us to lead a consumer revolt against Comcast. My phone and Internet are out at least once a week. I have had enough. I am trying to get someone at The Washington Post to do an article, but until then, I have a suggestion: FOR EVERY DAY YOUR SERVICE IS OUT, DEDUCT THAT DAY FROM YOUR BILL WHEN YOU PAY IT. NOTE ON THE BILL THAT IT IS A DEDUCTION FOR LACK OF SERVICE. If hundreds of thousands of us do this, there aren't enough collection agencies in the country to handle the volume. Do it. Keep track of when your service is out, even for an hour, and deduct that day from your bill. We have to hit this mutil-billion-dollar company where it will matter...in its wallet. I'm starting today, August 26, 2011, in Bethesda, MD.
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Author
Location
Arlington, Virginia
Review #257956 is a subjective opinion of poster.
3 comments

Updated Comcast TV Guide is Horrible

... 3 lines of what's on TV so they can make room for a pop-up ad banner on the bottom trying to pitch Monster.com? seriously? Comcast --> you need to figure out what customers want. Monster.com --> bad choice for how to advertise. you've actually offended a potential customer. & ironically "Pissed Customer" is now *** me off because they're wasting my time to get to 100 word minimum. All I needed was 50 so the rest of this is just to waste space until the *** site lets me click submit. gotta love spending 100 words to say what only needs 50.
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Author
Location
Arlington, Virginia
Review #244982 is a subjective opinion of poster.
4 comments
mi ip from comcast has had black box spam reports on it since 2007. ive only had for 2 months. i have 2 other email accounts w computermail and yahoo. they give me time outs, and suspend me, because i have a bad ip. ive delt with all areas of comcast for 2 months...
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Anonymous
#706614

August 24, 2013 Comcast I am writing to inform you about the type of service provided to me by Comcast which is very different to your advertisements in various form. If I te...

Author
Location
Arlington, Virginia
Review #213716 is a subjective opinion of poster.
1 comment

Comcast=Sh*t

I've been without cable for a week!! I Wednesday, made an appointment for Friday (I'm a home stay mom), placed a note on my door asking them to knock hard that I was home and produced my phone #, waited whole day and finally got a call at 4PM saying they were at my home at 3:20 but none was home...I was like WTF?...ok maybe was an honest mistake, let's reschedule! I rescheduled for Saturday (Whole day appointment) so, did the same...placed a note on my door, none called or showed up! when I called them that evening, they told me someone came by and none was home!! I cannot curse here...but that's what I feel like doing...***ing lying bastards!...I was like disconnect the *** service, the lady was like well is weekend and I'm an operator, you will have to call Monday! So I've been on the phone for 34 minutes! to disconnect my services...the guy was like...Why do you want to disc. your serv.?...LOL you got to be kidding me!! Anyways I disconnected, I will not pay a dime of my hard work money to this lying bastards!
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Author
Location
Arlington, Virginia
Review #168177 is a subjective opinion of poster.

Contact Comcast Customer Service

Mailing Address:
Comcast Corporate Headquarters
1500 Market Street
Philadelphia, Pennsylvania 19102-2148
United States
Phone:
(800) 266-2278
All Comcast Contacts
1 comment

COMCAST is so bad in so many ways ....

Um, where do I begin. This is the fifth forced interaction with them at my new location. They have, I dunno, this sounds like a rant and, well, it is, how the *** do they....ugh....LONG LIVE I dunno Dish Network or Satellite TV or Fios or ANYTHING BUT THOSE MOTHERS at COMCAST! WHAT ***. Uh, I just have older analog tvs and well, actually, I am just typing at this point to achieve minimum word count for this page. Comcast should not exist in a healthy competitive environment, I do not get it. I hate them with all my heart....
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Author
Location
Arlington, Virginia
Review #163296 is a subjective opinion of poster.