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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.
#715535
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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
Anonymous

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 ...

#707312
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
Joe

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...

2.0
#531013

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.
#346582
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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
nikalseyn

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

Anonymous
me

Suit for what??????????????????????????? :zzz :zzz :zzz :zzz :zzz :zzz :zzz :zzz :zzz :zzz :zzz :zzz :zzz :zzz :upset :upset :upset :upset :upset :upset :u...

#307039
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...
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Anonymous
NOYDB

Do it, let it go to collections, have no service because they disconnect you for non pay and screw up your credit. Mass exodus and going to a competitor will effect them much ...

... 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...
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infamousmsrina
infamousmsrina

I just can\'t figure out why they would do this! I have always had issues with Comcast- and I have complained through customer service which is a joke. Nothing is ever fixed! ...

Anonymous
I agree II

No more Picture in a Picture!!! You call that an upgrade? How do you take away a major feature and call it an upgrade?

#244982

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
Andy

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...

Anonymous
youhaveadynamicip

with a service like comcast you have a dynamic IP address, it changes all the time on its own. there is virtually no way that you\'ve had the same IP address since 2007, you h...

#213716

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...
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Anonymous
mitch far

i believe there is something wrong with comcast. i suspect (ONLY MY OPINION), Comcast is about to go Adelphia\'s way, a competitor that went defunct because of management irr...

#168177
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...
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Anonymous
Dis***nect all tv when I dropp

it took me a day and a service call to my house for them realize they has cut on my tv when I asked them to drop the expensive internet service (I switched to fios). Not surpr...

#163296