State: Washington City: Seattle Product: Comcast Internet Service Clear all filters (6 of 763 reviews match)
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Extremely poor service from Comcast

Here is a letter I sent to the CEO today: Mr Roberts, I want to let you know of the extremely poor service that I have received since doing a self-install of the internet service on 6-24-2013. The account number is xxxxx. The name on the account is xxxxxx. The last four of the social security number is xxxx. She is currently in the hospital in intensive care. I am her roommate. As you can understand, I have enough stress in my life without dealing repeatedly with Comcast over the same issue. I requested the 25mps service package. I was told there was a promotion, and that at the end of the promotion the cost would be $49.00 a month. I found this rather unbelievable, since I was currently $69.00 for 6mps service at my old address. I accepted the offer. I found the internet seemed a bit slow. I tested it repeatedly at your comcast speed test page, and found I was consistently getting less than 1mps download speed, and less than 1.5mps upload speed. I called repair. The first gentleman, (I neglected to write his name down), told me that he would send a "boost" to the modem. It would be offline for 15 minutes, and to call back if that didn't work. His main focus seemed to be to get me off the phone as quickly as possible. The second person I spoke with was in chat. Her name was Jessa May. She did some testing on her end, and made me send her a link to the speed test I had just done. With no explanation as to why she needed that, I felt she was trying to verify if I was lying about the speed test. She sent another boost, which took only seconds. The modem reset, and she had me do the speed test again. It was the same. She tried to schedule an appointment. After a few moments she came back into chat and told me that she was having latency issues with her systems. Imagine the irony of that. At this point the chat was becoming quite time-intensive, and I asked if she could schedule the appointment and email me with the date and time. She agreed, and gave me confirmation number 130626-000008. The next day when I didn't get the requested email, I entered chat again. This time I got Edelyn. She immediately seemed confused. There were long periods of "dead air", and several times I had to chat are you there? because she had not responded. Finally she told me she was waiting on her supervisor to confirm the appointment time. After several more minutes of waiting I asked to chat with a supervisor. She ignored this request. I had to ask for a supervisor several times. At one point she said and I paraphrase, "A supervisor can only do what I'm doing." When I told her I wasn't asking about what a supervisor could do, I was requesting to chat with one, she changed her story. She then said she was chatting with a support group. I asked for a supervisor a minimum of 6 times during that chat. She never got one. I have attached a copy of the chat transcript. In frustration, I called into Comcast and spoke to one of two people in this whole ordeal, that represented Comcast well. Her name is Bris. When I spoke with Bris I immediately demanded a supervisor. She did the right thing. She assured me she would get me one, and gathered enough information to give a supervisor a heads up. She was able to defuse my anger enough, that I was willing to let her help me, even though I still wanted a supervisor. She immediately found the ticket number, which is something that Edelyn was unable to do, and assured me I had an appointment on 6-28-2013 between 6pm and 4pm. She told me she had escalated my call, and I should expect a call from a supervisor within 24hrs. This woman deserves a reward, if not a raise. I was satisfied. Less than 24hrs later, I receive an email from Comcast confirming my appointment. It has a confirmation number of 130626-000575. It tells me that my appointment is tomorrow, 6-29-2013 between 10am and 12pm. Needless to say, this frustrated me again. Tomorrow is 6-28, not 6-29, and I had just confirmed with Bris the day before that my appointment was for Friday 6-28 between 4pm and 6pm. I decided to not waste time with your chat, and called in. The horrible automated voice response unit you are using told me that because of unusual call volume, the wait would be over 30 minutes. This is interesting to me. I worked for Comcast around 2007, and this was always the response customers received when calling in. You need to hire more people. I hung up and went back to chat. I next spoke with Fermin. His chat transcript is attached as well. As you can see, he or she did an adequate, but not exceptional job of trying to help me. He could not find my original confirmation code, (I wonder at the ability of a large company to lose such information), but after a lengthy conversation, he assured me that my appoint is 6-28 between 10am and 12pm. When I voiced my concerns about the poor service, he used canned responses that were word for word exactly the same as the responses I had received with other chat agents. It was clear that there was no real empathy or understanding of the situation. Instead he was using pre-programmed hot-keys to shoot verbal garbage at me. Toward the end of the call when I am telling him I am contacting you, he must have hit the wrong hot-key. The response I got was "You are most welcome!" Not exactly what you would expect when a customer is saying they are contacting your CEO. During the last four days, I have made a minimum of seven contacts with Comcast. Only two of these contacts were anywhere near good customer service. My understanding from your commercials is that you believe you give excellent customer service. I can assure you that you are far from that goal. I would like an apology in writing for the horrible overall service, and I would like a call from a supervisor. Not from your escalation group, but from an actual member of management.
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3 comments
Anonymous
#682418

I'm a former billing and technical rep with Comcast. Let me just inform you what Comcast did with your letter.

You probably addressed it to the Corporate office. The corporate office didn't bother to open it but looked at the return address in the corner of envelope, looked up to see what call center handles calls in your area and sent the letter there. The director of that call center gave it to a supervisor over one of the custimer service teams and the supervisor thru it in some pile of papers or in the garbage.

Don't waste your time. Brian Roberts owns the largest communication company in the world and couldn't careless about your little problems you have with his service.

Anonymous
#670454

You're entitled to your opinion.

Thanks for sharing.

Anonymous
#670245

I would like an apology from you for wasting my time reading this pure bs. And news flash the ceo of a multi-billion dollar company has much more to concern himself with than your petty complaints about poor service, which from your lengthy dribble of a letter i fail to see any poor service in the first place. So good luck with that

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#423866 Review #423866 is a subjective opinion of poster.
Service
Comcast Internet Service

Comcast in Seattle, Washington - Billing extortion

I have been charged a total of 140 - 60 for a cable box that I returned and have a recipe and 80 for a modem that I tossed because the Comcast said,it was obsolete. I have verified from customer service that this equipment is obsolete but they demand return or payment. They will not accept the receipt number for the 60 charge a nd want me to "come into their office in person. " i Have been on hold for "Alex " for Total of 3 hours. I want to take them to small claims court or my credit is ruined.
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1 comment
Anonymous
#754059

I have the same thing happening to me now. Albuquerque nm

I was thinking of reporting extortion attempts to the authorities and then going to press.

Review
#383533 Review #383533 is a subjective opinion of poster.
Service
Comcast Internet Service
Loss
$140
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Comcast in Seattle, Washington - Kept increasing my bill

infinity/comcast sucks, i wanted to keep my bill as low as possible,but then i started getting my bills and they were higher than they were soppose to be, i was on the phone every month trying to sort it out, when i finally canceled they sent me a bill double what my bill should have been, actually never sent a bill just turned me into collections with the total without no warning,when i contacted them about the situation they were not even willing to work with me,the customer service is not helpful at all, stay away from this company it is a rip off,
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Review
#263519 Review #263519 is a subjective opinion of poster.
Service
Comcast Internet Service
Loss
$57

Comcast in Seattle, Washington - Xfaility does not use it's own service

I have friends who work for Comcast and employees do NOT use Comcrap internet to do their work. They use T1 lines. They treat employees badly. My friend worked their for 12 years and got fired for too many absences all due to inclement weather. Comcast makes employees work off of the clock. Their supervisor sent email telling them to work off of the clock. Comcrap is always in list of 10 worst companies for customer service so no surprise that they treat employees bad. Comcrap must die. Expensive and *** service. Techs are honest and say cables are too old and must be replaced
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#258424 Review #258424 is a subjective opinion of poster.
Service
Comcast Internet Service

Comcast in Seattle, Washington - Slow internet connection

At first I was patient enough with the constantly slow internet connection. But this slow connection is getting slower and slower each day and I cant play any online games at all. I've tried to call comcast and they promise that they going to fix it, but its not fixed yet until now. Their bills are getting higher and higher and yet their service is getting poorer and poorer. My friend also has the same problem with me and they only give empty promise to fix the connection. But what do we got until now? Nothing! Comcast never care about customer they only want money.
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3 comments
Anonymous
#295711

Sometime in may Comcast installed something outside that they claimed was supposed to make it easier for them to access the cables buried in the ground, ever since then performance has been *** I went from being able to stream HD movies from Zune flawlessly to having them constantly drop into poor quality mode due to apparent interruptions in connection speed, I shut down all other computers to make sure there was no other activity. Really sub bar quality lately.

Anonymous
#284568

I totally agree -- Comcast is driving me CRAZY. I pay 60/month, internet only. The rest of the nation is getting 9mbps download times and I'm getting about 1mbps (or lower).

WTF Comcast????

Anonymous
#282785

:( Yes! Comcast is running so slow today that I searched it on google and found this site.

I cant even get my emails.

When I asked them to lower my bill ($200 triple play)they said they couldn't help me. I'm switching to AT&T ASAP!

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#235705 Review #235705 is a subjective opinion of poster.
Service
Comcast Internet Service

Comcast- shoddy payment system

Comcast customer service is an absolute joke. I literally spent an entire hour trying to use their shoddy phone system to make a payment. Press 1 for credit card and it asks for my checking account account routing number! How ***! It is $6 to talk to a person - there's 30 mins of press number garbage before that is even an option. I think Comcast deliberately has a shoddy phone system to steal from people more easily. ...Surely people that provide phone and internet service could have a system that actually works? Cox Cable is so much better- don't waste your time with Comcast. Cox has a phone system that actually works, better prices, and doesn't charge you $6 to talk to a person!
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1 comment
Anonymous
#242115

It doesn't cost $6 to talk to a person, but it might cost $6 to make a payment through a representative. This is indeed meant to deter you from making payments over the phone, as it costs to staff the call centers and it is completely unnecessary to make payments this way.

I suggest making payments online.

Go to customer.comcast.com. If you don't have your log in information you will have to call to get it, but they will not charge you for that, and assuming you don't forget your password you'll never have to deal with the pay by phone deal again.

Review
#211688 Review #211688 is a subjective opinion of poster.
Service
Comcast Internet Service