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Don't take an attitude with me
Posted by on
COLORADO -- So I just noticed my voice mail light blinking on my phone, and checked the message. It was a call from Comcast, telling me if they cannot get in touch with me, my appointment for today would be cancelled. What! I have a scheduled appointment for tomorrow, October 12, 2011. When I call them back to tell them, they are insisting my appointment is for today, October 11, 2011. I tell them no, it's for tomorrow, because we have dental cleaning appointments today, and have had this dental appointment for 3 months, so I know not to schedule anything for today. I would not waste some techinicians time by having them come out when we aren't home. I was very polite, and just wanted to clear things up, which is the error on their part.

The guy on the other end cops an attitude with me, telling me he'll try to reschedule me for tomorrow. I say, no we already have an appointment for tomorrow, and here is my reference nunber. I can hear him sighing loudly as if I'm annoying him. I'm not crazy, I know when I make appointments and mark my calendar. I made this appointment last Tuesday, which was October 4, 2011, for tomorrow October 12, 2011. I understand errors happens, but I didn't make the error and should not have to be treated rudely, when I was polite and remained polite during the entire phone call. I said thank you and good bye, and was just hung up on.

All I wanted was for them to make sure my scheduled appointment for tomorrow is still scheduled, and for some reason, they keep insisting I'm wrong.

Is it that difficult to understand that today is not our appointment. So at this point, he says someone should be out here tomorrow.

We'll be here waiting for our scheduled tech to arrive, tomorrow October 12, 2011 betweem 1-3PM.

Has anyone been having this issue? This is our problem, when we go into the free section for movies, the TCM (Turner Classic Movies) which is free, now all say "BUY", but we get the channel so this category is free. It's been free for 4 years, and it's part of our package. So the tech department could not do anything for us by phone, so they said we need a tech to come to our home. I think it's so weird this is happening in our free category, but hopefully the tech, if they show up, can help us.
     
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Kris10 on 10/11/2011:
Let us know if he shows up! Good Luck!
Anonymous on 10/11/2011:
Good luck Skye!
Anonymous on 10/11/2011:
The CSR shouldn't of given you so much grief over it. He should have just corrected the mistake and be done with it. sheesh he seems like he has zero customer service skills.
Venice09 on 10/12/2011:
I agree, Wally. A quick correction was in order.

Skye, I turned on FX when American Horror Story was on, just to see if I got any reception. Much to my surprise, I got full sound and a snowy picture. Enough to get the drift of what was going on. I guess that's how I'll be watching The Walking Dead, too! Hey, it's better than nothing.
Alain on 10/13/2011:
I pity the fool if he doesn't show up! Keep us posted, Skye.
Nohandle on 10/13/2011:
I've been generally pleased with Comcast. I finally switched out my telephone landline from a local company to Comcast so I could utilize the three services...internet, telephone and cable at quite a savings per month. A few problems if one went down they all did but that's only happened a time or two so my fingers are still crossed I made the correct decision.

Don't schedule an appointment with me and act as if an appointment was never made or was for another day. Thank you so much. I also write my appointments down and call back later to verify. My time is as valuable as yours. I don't need an attitude from anyone.
Skye on 10/13/2011:
Just wanted to let you know, the tech called us to tell us he wasn't coming, because our problem was a programming error, and he could not correct it. OK, fine, but when we called back tech support later to tell them what tech told us by phone, the phone tech support told us, no a tech has to come out, our digital box isn't receiving the signal for TCM movies for some reason. But then the new tech that did show up today, Thursday, October 13, (tech from yesterday, should have come to our home yesterday, as we scheduled, but like I said, he cancelled on us) told us, TCM is no longer part of our programming package, and would would have to pay extra for it. Now even though we get the channel, as for viewing it on Video on Demand, they took that away. They also took away being able to view a bunch of other channels on Video On Demand. Now for $18.00 a month more, we can have those channels back. Ridiculous. Take away channels, yet charge us the same amount, and then to add insult to injury, if we want those channels back, pay more money. NOPE. I won't do it. Again, RIDICULOUS.

So now we lost TCM, TNT, Tru-TV, NatGeo. We get those channels, but to view them On Demand, we have to pay more money, for something we've had all these years, and they just took them away from customers without any warning.

Thanks Comcast, thanks for nothing.
Venice09 on 10/14/2011:
I'll do you one better. Over the course of time, Cablevision took away two-thirds of our programming, while the bill kept going UP! The disputes with ABC and Fox that left us without those channels too, was the last straw. That is why we finally downgraded to basic channels. I would have loved to fire Cablevision altogether but the only alternative was a dish . We switched the phone and internet back to the telephone company, and the only cable service we have now is for basic TV.

I read that cable companies are hurting because many people are canceling due to the economy. I guess they have to make up the loss somewhere.
Skye on 10/14/2011:
This isn't the first time they've taken away stuff from us, but it's the first time they started taking away the ability to watch shows you may have missed when it showed on TV, meaning Comcast boasts how you can always catch up on all your favorite shows later on Video on Demand, but that's not true anymore.

It stinks that happened to you Venice, and they all do it to the customer sooner or later, taking away channels, and making you pay more to get what you always had gotten.

I just cannot believe the run around and how many different answers we were getting, because nobody really knew what was going on.

Got to make sure those CEO's don't get less than the usual millions of dollars they get in bonuses every year.

We already had to pay more than Comcast upgraded everyone to digital. I think what makes me mad is they didn't even tell us. If they had sent a notice about removing channels, that's one thing, but they spring it on people, and that's what gets me annoyed.
Kris10 on 10/14/2011:
If the cable companies want to make up the loss, offer a relatively cheap a la carte menu of channels. Like for $1/month you can have a basic channel if you want it (because I don't watch most of those) $2/month a step up (like Sci-Fi, TNT, Spike what have you) $3/month Foreign channels (BBCAmerica, Latin American TV and the like) $5/month movie channels not premium (TCM, Lifetime Movies and the like) and then charge whatever for the premium movies. Honestly, I'd get a few channels for those prices. Right now, I don't have ANY cable. I have Netflix streaming.
Nohandle on 10/14/2011:
In my area one must have cable if he wants to watch TV period. Of course there's always the dish option available. We have two TV stations in our area but their broadcasts are streamed to another area so if you want to watch local news you best have cable.

I go with the middle tier with Comcast otherwise I wouldn't be able to view local news at all. It's not offered on the first tier. They have it pretty much figured out as far as programming and I promise Time Warner is the same here. There's not a dime's worth of difference in pricing between the two. I will say Comcast Tech service has been generally good.

Your local Franchising Authority, so I'm told, is in charge of granting permits to operate in a particular area. They must get one heck of a kickback.
Old Timer on 10/14/2011:
Skye, once in a great while a included channel will show as it needs to be paid to view. I just turn the box on and off and all is well. Cox said we should not leave the box on 24/7 anyway as it needs to update and re-set almost daily. When you turn it on it starts with a fresh set of data.

I still forget to turn it off most of the time. So it's on me to re-start it.
Skye on 10/14/2011:
They resent the signal and the problem isn't the signal anymore, or for us having to shut off our digital box it's the fact Comcast removed those channels from us, that we used to enjoy On Demand into another package, and you have to upgrade to receive them now.

I really enjoy old movies, but now they took that ability away, along with our being able to enjoy Robot Chicken, since the Adult Swim channel also has been taken away.

Like I said before, Comcast boasts about being able to view shows you may have missed when they first aired, and could catch up on Video on Demand, but's that's no longer true. Well it's true, you just have to pay $18.00 more a month, and I won't do it. We pay enough for for our digital package, and Showtime may may be next.

Only a matter of time before they start taking away more channels. That's the way the cookie crumbles, lol.

Ummm, cookies, always a good time for cookies!
Skye on 10/14/2011:
It would have been nice, if all the staff at Comcast had been informed about the new changes, instead of everyone giving me a different answer.

At least the tech who showed up yesterday, had a copy of the memo from Comcast about the changes, and he let me copy it. The customers were never told about this, customers are finding out by not being able to view certain shows because they are all now say BUY on them.

Old Timer on 10/14/2011:
Wow, that sucks. Hope Cox does not follow suit. I do not use their top tier package as we seldom used 99% of the channels. The tier we are on now works perfect for us. It includes the TCM etc and all of the 700 range HD channels.

Cox, don't read this!
Skye on 10/14/2011:
Comcast wants more money, and that's their right of course as a business but I think an $18.00 a month increase for channels we always received on Video on Demand, that we can no longer access is highway robbery.

I don't even care about those other channels, it's TCM that I'll miss. I'm a fan of old movies, and they took that away from me.

So everyyday another video on demand channel will disappear, unless you upgrade again to another higher priced package. The package we have now works well for us, but who knows how long that will last.



Anonymous on 10/14/2011:
I can see cable companies going going Bankrupt soon if they don't get their act together.

Charging more money for less service is ridicules. My friend got rid of his cable and just streams Netflix movies, and watches episodes of his fave shows online.
Old Timer on 10/14/2011:
We are seeing more and more fancy TV antennas popping up on peoples roofs the last few years. The signal is free except for watching the commercials of course. I saw an article that if you're within range of the free air wave signal the antennas of today do a pretty outstanding job. Plus they are HD. So, if you just want the basic free channels stick an antenna back on your roof? No more cable or satellite bill.
trmn8r on 10/14/2011:
Skye, if I lost TCM I don't know what I would do. Seriously, I would need to find a therapist.

Venice, our cable company got smart and digitized the stuff that they don't want to give you. Therefore, you can't see anything snowy that used to be blocked with some kind of filter. In the old days, I used to get Playboy that way. These days, snowy/wavy Playboy wouldn't do it for me - with my eyes and body I need HD.
Venice09 on 10/14/2011:
Wally, I've been saying that for a long time now. The cable company's heyday is over thanks to DVDs and online viewing. I can't stand that they are monopolies and can do whatever they want. We get no reception at all without cable. Being at their mercy is very frustrating.

I admit that I miss TCM and FX. Other than that, I couldn't care less. We were left with such a tiny lineup by the time we finally downgraded that we were only watching the basic channels anyway.

Kris, great idea but it will never happen.
Anonymous on 10/14/2011:
la carte is a good idea but won't happen. I have about 20 channels I never watch. I don't need 5 Spanish channels, no habla espanol.
Nohandle on 10/14/2011:
Wally, no it will never happen. I've been told those endless shopping channels, religious channels and the like are purchased by the cable companies at near nothing. They can then boast they offer x number of channels when the majority are never watched. They pay premium prices for the most requested channels. The others are fillers.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
The Worst Customer Service Ever
Posted by on
Rating: 1/51
HIALEAH, FLORIDA -- In my 49 years of existence I have never written a letter of complaint but I am so APPALLED at Comcast Customer Service that I feel forced to write my first one. Let me start by saying that I would have never thought a company like Comcast would turn out to be the company with the worst customer service I have ever experienced.

My father’s cable went out last Friday, January 17, 2014. He went to the Hialeah Comcast office to advise them of the problem. After waiting in a two hour line they told him that from now on he needed the cable box to be connected. He went home and did just that. However it didn’t work. Seeing my father’s frustration, because that he is 84 years old and TV is his biggest form of entertainment, I decided to take matters into my own hands and called Comcast for a technical call service.

After going through all of the automated services and sending signals to the cable box Comcast finally agreed that a technician had to service my father. At this point my father had been without cable for three days. A technician was scheduled to come on that Tuesday and never showed. I called to let them know this. Again, a person came on and tried to tell me what to do with the box, etc. With no apologies given for the not show call they scheduled yet another appointment for Saturday, Jan. 25, 2014. This time they called my dad and by accident my dad pressed the wrong button. Within 20 seconds I was calling Comcast back to let them know of the mistake but they said that appointment couldn’t take place anymore and that the earliest they could come was on Wednesday, Jan. 29 for a $30.00 fee. I was very upset and hung up on the guy, called back and was able to get someone friendlier who scheduled a call for the following day, Sunday, Jan. 26, 2014 from 10-12. By Sunday at 12:00 no one had showed up and when I called they told me that the appointment was cancelled due to a power outage. At this time I was furious. How can an appointment be cancelled due to a power outage when it is obvious that my father’s cable service interruption was there before the power outage took place? I felt my blood pressure rising and the lady finally put me through to a supervisor who assured me someone would be there on that day and gave me a priority number of 020380997. She said someone would call me back to give me a time of arrival. Sunday came and went and no one called. Meanwhile, my poor 84 year old father has been sitting doing nothing waiting for the Comcast technician to come. Today, Monday, January 27, 2014, I called Comcast once again. This time I got someone who told me the computer said that a technician was scheduled to go to my father’s house on Wednesday, Jan. 29, from 1:00 – 3:00. To say that I was angry, frustrated and helpless is an understatement. I hung up, called back and this time the lady told me now that the priority number which I was given on Sunday was never inputted correctly into the computer therefore that is the reason no one ever called. She proceeded to tell me that a call would take place on Tuesday, Jan. 28, 2014, from 1:00 to 3:00. I told her a service call had to take placed TODAY, Monday, Jan. 27 because my father had been without cable for a week and a half. I proceeded to tell her that she needed to cancel someone else or pay a tech over time but that my father deserved at least that. She told me no problem that she was going to call me back with another priority number and the problem would be resolved today. Needless to say, today came and went and I never got a call back.

I am appalled that these people represent Comcast. My father has a home owners association which contracts Comcast therefore it is the only reason that keeps us tied to Comcast. If not I would have been gone a long time ago. I have U-Verse and had been thinking of switching over to get Infinity since U-Verse is a little bit overpriced. I wouldn’t switch to Comcast even if you told me I could have it for free. What a difference with customer service. This is not the end of it. My next step is to get the residents signatures for the association to withdraw from Comcast as I have already found out how many residents are dissatisfied with Comcast’s services. I will also post my bad experiences and bad reviews for Comcast on the internet where I see possible. It is the worst company I have ever dealt with. The bad experience has left us aggravated, helpless, used and fooled. I am a teacher and this morning on my way to work was when I called. I felt so frustrated and upset that I got into a car accident but then again that’s a whole different story that I am sure Comcast couldn't care less about. All I heard from your workers is “I feel your frustration”. I told them that it was obvious they had been trained to say that for by then I had heard it 100 times. I asked them to please stop saying it because it just made me more furious.

I forgot to tell you that after my accident my husband took over the situation and tried taking care of the problem from his job. They told him not to worry that they would take care of it today. Comcast assured that my father would get a call before the service call today. NO ONE CALLED!!!!

Comcast is truly the worst company I have ever dealt with. They don’t care about their customers or anything else and I will make sure that everyone and every possible source of communication finds out about my experience.

Gladys Sola
     
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Shaun on 01/30/2014:
It does sound frustrating.

Are you sure the HOA requires that your father go through Comcast as opposed to suggesting a cable technology versus that of digital satellite. I've seen HOAs that have a primary concern of digital satellite dish(s) being VISIBLE. But that doesn't mean that you couldn't cancel Comcast and subscribe to either DirectTV or Dish Network
Paul on 01/30/2014:
Yes, this is very frustrating, but unfortunately, it isn't shocking or surprising. You see I have been through this with other large companies, for example Verizon. Not a cable provider, but has equally deplorable customer service - at least for DSL/land line customers. Dell - another company with horrendous customer service. I hope this is resolved for you soon.
nikalseyn on 02/02/2014:
Why don't you just buy a ten dollar rabbit ear tv aerial and at least set your dad up to watch the telly over the air until you figure out how to get cable tv? In your area you should be able to get a few stations and they are now digital so the quality is great, even with a small indoor aerial. At least he would get some tv.
Alexander on 08/11/2014:
I have a problem with comcast with their 30 days money back grantee which I tried and am having problems getting my full refund. Frist off I was over charged 284.15 to install comcast service second the tech. Never installed it correctly so a second tech. Had to come reinstall it and tried to charge an extra 30 towards my next bill wow. But this what drawed the line one week and a half before the 30 day period was up all of my service got turned off cable/internet/phone so I called to yurn it off and first they hanged up in my face and they said everything possible to try to get me not to cancel finally the third time I called they finally did it and told to they where going to send me a box to return the equipment .. eow that how they get you I refused but they kept insisting so I returned that very same day to one of their local center which they told me not to worry I would get a full refund with in 4 weeks ..... 4 weeks later their telling me they never recieved their equipment and im only entitle to 40.00 back because of thr equipment ... what comcast doesn't know is I have all the receipt and paper work and getting channel 7 help me howard involved if I can resolve this problem by the end of this month .... I swear if I would of shipped it back I would of had no proof of return the equipment and that is exactly what they wanted to keep all my money
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Horrible Support!
Posted by on
Rating: 1/51
SANTA MARIA, CALIFORNIA -- I have been on the phone with tech support numerous times per week for this last month for numerous issues. It seems like every single "tech" I speak to can do nothing but verify my account, reset my box, then try their best to get me off the phone as quick as possible. Last Saturday I upgraded my service from the BlastPlus! package to a triple play package with preferred digital HDTV and 50Mb internet. I was told by the phone sales agent that the TV service would be available within the next hour or two, and that the box would not need to be switched out. I was also told that for the phone service would be unavailable until I received my new modem, and that the existing internet service would remain active on my existing modem. The extra TV channels never came, and I called support to troubleshoot this issue. I was told by an Agent that the service has not been activated on my box yet, and that I should call back tomorrow if its still not working. Next day, still do not have the channels. Called support again, and spoke to another agent who told me that the upgraded package has not been activated on my equipment yet, but that he would be happy to activate it for me. He said that he activated the services on my equipment, and to give it an hour or so before the upgraded services become available.

Two hours later, still no channels, so I called back. I spoke to another agent, who asked me what my issue was, I told him that I recently upgraded my services and that the changes still have not taken effect. CST said that the package has a work order that has not been completed yet, and that to complete the work order I would need to speak with someone from billing. I told him that the previous agent said that he had activated the new services onto my equipment, and he insisted that there is a pending work order stopping the service from working, and that he could not do it on his end. I asked to speak with a manager, and was told that there is no manager available and that one would call me back within 30 minutes if I gave him my callback number. I gave the agent my callback number, and waited. I did not receive a call back.

Fast forward to today, when I come home from work to find that both TV and internet are both down completely. I contact support again, and am told by agent(Axle, was told her operator id was H5) to connect my new modem. Connect the modem, and get no service. I was told that this issue would need to be escalated, and that she would get a Comcast special care agent(?) on the line with me to assist further. Was transferred to another queue, and was greeted by a woman named Mary(Agent id SDCR968) who answered the phone and asked me what my issue was. The previous agent did not give her any information whatsoever regarding my case, just transferred me to another call queue. I had to re-verify my account again, and give her the history of what has been going on. Agent resets my box and modem, neither come online. Agent then said that she would need to escalate the issue to a level two tech. I told her that she just did the same thing that the last agent did, and asked to speak with a manager. She said that a manager was unavailable, and that I should at least try to speak with the level two tech to try to resolve my issue. I asked the agent to please get the level two agent on the line before transferring me so that she can give him some info regarding my issue so we would not have to start from the beginning all over again. The agent said that she would do that, and put me on hold. 15 seconds later, I get cold transferred to another queue. I was greeted by agent Hayli(agent id 80622), who started from scratch asking me what my issue was and if I could verify my account info. The previous agent did not speak to her at all. I verified my account info AGAIN, and gave them a rundown of my issue AGAIN, and was told by the agent that she would run a diagnostic on my box. After 5 minutes, she told me that my box is showing that it is offline. She then reset my box and modem, and told me to call back in a half hour if service is not restored. I still asked to speak with a supervisor regarding the way things have been going, and am again told that a supervisor was unavailable. I told the agent that I would wait, and waited on the line, checking in every couple minutes. After about 20 minutes, I was hung up on. Internet service has since come up, TV however is completely down still. No supervisor has called me back, and I do not want to call support again just so they can reset my box and tell me to call tomorrow. What is going on with phone support? Every time I call, the next agent has no idea what happened in the previous calls. I don't know if it is their standard policy to leave no notation when a customer calls support or what, but this is ridiculous. I've asked agents for case id's, and I am told that they cannot give me a case id, but they are taking notes. Then when I speak with the next agent, when I ask they say they see no notation on my account. Nobody has any clue what the last guy did, which I guess doesn't matter because all they do is reset the box anyway. Every time I ask for a supervisor I am told they are unavailable, or that one will call me back. I get wildly different agent numbers as well. I am not even sure they are giving me their correct names and agent numbers. It's as though phone support has no accountability whatsoever. If anyone else has had issues like mine, please chime in.
     
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donza on 08/07/2013:
Omg ..just switched to comcast tv yesterday and am having issues already ...was told after my fifth call in that the hd portion of the system was down NATIONWIDE! What ta he'll!
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Awful Customer Service!!!! Bad Business! Comcast ripping people off!
Posted by on
Rating: 1/51
DANIA BEACH, FLORIDA -- I have NEVER had such a nasty experience with anything that I have with Comcast!
Here is the story:
I was living in a condo where the cable was included and I have to pay only for the internet. I chose Blast Internet and was paying $34.99 per month plus all the fees. The total bill was $43.47.
In the begging of April I was moving to the new community. I called Comcast to set up the move. The representative informed me that the cable is not included anymore, and asked me what services I want to have.
I told her, that I want to keep my Blast internet as to the cable I only watch TNT, FX, SYFY and NBA. The representative told me that these channels are in the Digital Starter package and the price for the internet and this cable will be $54.99 + fees.
I agreed even though I couldn’t understand why the bill is so high. I will be paying now $73.47 for internet + cable TV with Digital starter package.

My services worked for 3 days, after that everything went OFF and it says: Requires Activation. Called Comcast 5 times to do the activation – nothing helped. Finally they said that the technician has to come over to see what’s wrong. The technician came on April 23.
Mind you, I was without service for 2 weeks already. The technician has to re-wire the house, because however connected it the first time made a mistake! Also the technician informed me that I have only Limited Basic TV. I was really frustrated.

Called Comcast AGAIN!!!!! Spoke with really nice representative who informed that the $54.99 per month is a promotion for Blast Internet + Limited Basic TV! I was like: ‘But that’s not what I was told!” He apologized and told me that he will contact the Resolution department so they can fix the situation. The resolution department then informed him that even though they don’t have the package for this price – they will create the package specifically for me, so I will have Digital Starter TV + Blast Internet for $54.99. The representative informed me, that Resolution department will create a package and will take them 1-3 days and they will contact me. NOBODY DID!

I called the Resolution department on April 25 to check the status. The representative was really nasty and told me that the only was he can do it is for me to pay $89.99. I got frustrated and told him, that the previous representative assured me, that they can do it and about the price and also he was in contact with the resolution department. “That’s not true! I apologize for miscommunication……….” And so on and so forth. I asked to talk to the supervisor – He said that the supervisor is not available and he can create a memo, so that the supervisor will get back to me within 24-48 hours.

Guess what? Nobody did get back to me. Today is April 28, I will pay for this month service which I didn’t have $73.47. I called Comcast again – got the same response about $89.99 + fees.

Comcast is ripping people off. In my new community Comcast has internet monopoly, so not any other company can provide the internet service. And as everybody knows, only when you bundle you can get the decent pricing.
My friend lives in North Miami – she is paying $64 for Blast Internet + Digital Starter package (fees included). And since I live in the community where Comcast has monopoly – I will pay $105 per month for the same services!!!!!

BIGGEST LEGALIZED SCAM EVER!!!!!!!!!!!!!!!!!! AWFUL CUSTOMER SERVICE!!! COMCAST IS RIPPING PEOPLE OFF!!!!! I would gladly cancel the service, but I can’t, because nobody will be able to provide internet for me. I'm stuck with Comcast!

After so many years with Comcast this all came as a nasty surprise! I was really under the impression that Comcast has nice service in all areas!! I was mistaken!!!!!!!!!! I would NEVER recommend Comcast to anybody and will definitely post my story everywhere!! What and awful, nasty and frustrating experience!!!!!


BAD BUSINESS!!!! AWFUL COMPANY!!!!!!!
     
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Comcast came through for me--again
Posted by on
TROY, MICHIGAN -- For about the past eight months, I’ve experienced occasional problems with the TV in my bedroom. The picture looked like the loose pieces of a jigsaw puzzle and the audio had static. Being the expert in electronics that I am, I very professionally attempted to resolve the problem: I jiggled the cables behind the set and it seemed to straighten out. :)

After numerous episodes, I deduced it was a problem with the cable coming from the box to the TV. There were teeth marks from pliers I used quite often on this one part—-loosening or tightening it.

Got to the point where my expertise was lacking so the afternoon of 7/14/11, I had to give in and contacted Comcast. The tech told me it was probably a problem with the cable box. He agreed with me that this particular box must have been brought over by Columbus. It was the big, clunky one: 19” x 11” x 3”.

He said he could make an appointment for someone to come in to switch out the box and cable or, if convenient for me, I could take it into a service center and they’d do the exchange. I knew that on 7/18/11 I had to be in the area of the nearest center about 2-1/2 miles from me, so decided to take it in myself.

When I arrived, there were three people in line ahead of me. There were eight windows operating so I was called up in just a few minutes.

The gentlemen who assisted me knew immediately what the problem was and went into the warehouse to get a new box and cable. He came out with a neat looking one, 6-1/2” x 5-1/2” x 2-1/2”.

As he was punching in the information for the exchange, he commented: ‘You know, I can give you about 75 additional channels at no extra charge.’ I told him I’d gladly take it.

While continuing to do his magic, he added: ‘You’ve been with us for quite a while. I can give you a discount on your service which will be good until the end of the year.’ I didn’t question how much the discount would be. I also didn’t mention the fact that just a short while ago I was given a $15.00/mo. discount but I’m sure he saw that since he had my account in front of him.

I now have two channels I especially wanted but was too frugal (read: cheap) to pay extra to get: National Geographic and a financial channel. CNBC just doesn’t give me what I want.

I post this because of all the complaints I read about Comcast. All the years I’ve been with them, I’ve had fantastic service with the exception of three months when they first came into our area. During those first months when I had a host of techs out here, one mentioned to me that the problem was Comcast bit off more than they could chew. They had to hire a lot of new techs who needed more training and AT&T’s equipment (our previous supplier) was not compatible with Comcast.

I’ve sent an edited version of this letter to Comcast, supplying names, so that the appropriate employees could be acknowledged for their friendly, helpful service. I wish all of Comcast could use our service as training so they could avoid the many complaints they receive.
     
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Anna Molly on 07/19/2011:
Excellent service and great review! Too bad I don't have Comcast service, or a magic man here...
Ponie on 07/19/2011:
Of course I have no idea what their problems in other areas may be, but here in Troy MI they're top-notch. My Sis in Silver Spring MD connected with them a little less than two years ago and as soon as her contract is up, she's switching. But then, I think this will be her fifth supplier in about six years.
Anonymous on 07/19/2011:
Good review ponie, and hats off to you for acknwledging the employees to corporate.
Ponie on 07/19/2011:
ript, since I'm one of the first who would notify corporate of what I perceive to be poor service, etc., I believe the opposite should also be acknowledged. I remember when I was working for 'the man,' It was nice to hear when a client gave me an atta boy.
Skye on 07/19/2011:
Great review Ponie!
Ponie on 07/19/2011:
Thanx, Skye. I try. :)
madconsumer on 07/19/2011:
I have always had 100% superb service with comcast.

comcast rocks!

great review.

very helpful!!
jonthethird on 07/19/2011:
One warning: never use any tool when connecting the cable between the wall and box, the box and set. Finger tight is enough. Cannot tell you how many times I have found the F fitting twisted, breaking the internal connections
jktshff1 on 07/19/2011:
Great review..Our Comcast service is great here also.
Anonymous on 07/19/2011:
That is so nice to hear of a company taking care of its long term customers rather than just new ones. Good review Ponie.
Alain on 07/20/2011:
Comcast is good here in Pittsburgh, too. Good review, Ponie.
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Online Chat Rep Much More Helpful Than Calling Comcast
Posted by on
PHILADELPHIA, PENNSYLVANIA -- I cancelled my Comcast service at the end of April when I moved from my apartment to my house. After I cancelled, I was informed that I had to return the equipment to a Comcast location. I wasn't in a hurry to do this, but saw that there was a drop off location 5 minutes from my house.

When I called Comcast to make sure I could return my equipment to that location, I was informed that I could not return my equipment there because it wasn't a drop-off location. Instead, I had to go to one of two different locations. Both locations were about a 60-75 minute drive from my house (or a 50-65 minute drive from where my apartment was). I wasn't pleased about this, but knew I didn't have a choice. I planned on returning it, but I kept delaying it because of how busy I was getting.

Eventually I got an invoice in the mail from Comcast saying that I owed $380 for the equipment that wasn't returned yet. I was actually a little surprised that they didn't just take it from my credit card since I was on autopay when I was a customer of Comcast. Stupid me didn't really do much about the invoice.

Yesterday, I had some free time and remembered to talk to Comcast. I went to their website to see where the drop off locations were. Amazingly, the one close to my house was now classified as a drop-off location. I had to call Comcast though, just to make sure that I could return my equipment there. When I got a hold of someone, I explained to them that I had equipment to drop off and asked if I could return it to the Willow Grove location (close to my house). They pulled up my account and said that I could return the equipment there. I double checked to make sure that I absolutely could, and she said that I could. I was quite pleased about this.

Knowing Comcast hasn't always given me the right answers, I saw that Comcast had an online help chat available. I figured I'd give it a try to make sure I could actually return the equipment to Willow Grove. When the person came on, I explained my situation about how I was told before that I couldn't return equipment there, but I am now being told I can, so I wanted to know which is the correct answer.

She pulled up my account and informed me that I could not return the equipment there. She said I couldn't because that location is not the local Comcast branch from where my apartment was. I found that to be odd, since that location is closer to the apartment than the local branch.

She did inform me that Comcast could send me a UPS box (free of charge) so that I could mail in my equipment. She gave me a link. When I clicked on it, I noticed that I could only do that if I still lived in the same place. Since I don't, I informed her of that. She said that I could mail it still, but I would have to pay for postage. I was very much happy about this.

Instead of wasting a few hours driving Comcast, waiting in line to drop off the equipment, and driving back, I can just mail in the equipment. I then proceeded to ask her how much of a credit I would be issued once the equipment is returned. She gave me exact answers so I know what to expect. She updated my address as well so that when I do return the equipment, they will send me a check for the money they owe me to my current address.

The best part about the online chat, in my mind, is that I was able to print a transcript out so that if there are any disputes about what was said, I have it in writing. Comcast has told me things in the past that they later denied, but now that I have the transcript, that won't be happening anymore.

If Verizon ever does fail me in customer service and I switch back to Comcast, I will be making all of my inquiries on the online chat system.
     
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Alain on 07/15/2011:
This is very helpful information, Steve, since I'm a Comcast customer. I'll be sure and remember this if I have any problems. Thanks and good review!
Churro on 07/15/2011:
Man Steve you got some serious review writing skills.

Excellent review.
MRM on 07/15/2011:
I agree that online chat with the rep is better than calling because you are more clearer online.
madconsumer on 07/15/2011:
comcast rocks!!

very helpful review.
Skye on 07/15/2011:
What a great review Steve! Very informative and helpful.

Thank you!
jktshff1 on 07/15/2011:
I've always used the online chat with Comcast, much better than landline....
Ponie on 07/15/2011:
I've also found sending them an email gives me a paper trail of items discussed and resolutions reached.
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It Pays To Be Persistent
Posted by on
***2nd UPDATE***

I saw a crew outside this morning digging in my yard again where the cable is.

Went out to find out what was going on.

Come to find out, Comcast had hired someone to stop by and put down some grass seed where the cable is.

Without me asking them to do this! They even added some to a few areas where the grass was a bit thin.

All and all, very happy with Comcast right now ^_^

***UPDATE***

Well, Comcast did come today. They buried the cable without even coming up to my door to let me know they were there, lol.

They did a good job and cleaned up after themselves to boot ^_^

-------------------------------------------------------------------

Three weeks ago, my next door neighbor had Comcast come out and hook him up for cable TV.

The cable box is at the sidewalk, but in my front yard, and the area on his house where the connection is, is in my back yard (the houses where I live are very close to each other and fences for the back yards include one side of a neighbor’s house).

He came over and asked if they could have access to my yard to hook things up and to let me know that Comcast would need to dig a bit in the yards to ‘sink’ the cables underground.

I thanked him for letting me know and said that wouldn’t be a problem, to just please have Comcast clean up after themselves.

They installed the cable BUT left it laying on top of the ground. I went over the next day and asked my neighbor when Comcast would be back to ‘sink’ the line. He said that the technician that installed the cable would have someone call and schedule that.

Two weeks go by and the cable is still on top of the ground. This is a problem for me because I couldn’t have the area mowed until the cable is buried and the neighborhood kids kept tripping over it. So I go over to my neighbor again and he said that he has been having trouble getting it scheduled with Comcast and that he had called them many times but would call them again.

Another week goes by, making it three weeks today. I go over again and my neighbor says that he is still having trouble getting someone to come out.

So, being that I also have Comcast, I give them a call. The wait time was very short, about 2 minutes. When a young CSR answered, I explained everything.

The CSR said that since this was my neighbors cable, that he would have to call and that there was nothing that she could do. I told her that the cable was on my property and that it was not only impeding me being able to mow, it was a hazard to the kids running through the yards. She again said that there wasn’t anything that she could do and that my neighbor would have to call in.

So, I asked her politely to speak to a supervisor. She said that the supervisor would tell me the same thing. I told her that was probably true, but that I wanted to have all my bases covered if there was a lawsuit for someone being injured on my property by a Comcast cable that no one could seem to get buried.

There was complete silence on the line for a few seconds then she asked if I could hold and she would try to find a supervisor. I told her that I would be glad to hold.

This wait was quite a bit longer. About 18 minutes before the CSR came back on and said that she was having trouble reaching a supervisor but that she was trying to contact the scheduling department to see if they would come out anyway even though it wasn’t my cable line.

I told her that I didn’t mind waiting at all. The CSR put me on hold for about another 10 minutes and then came back and said that the scheduling department would have a tech over tomorrow to take a look at the situation. I told her that was fine.

So, it really pays to stay polite and be persistent with the CSRs.
I’ll update tomorrow on what happens.
     
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Anonymous on 04/14/2011:
That's the way to get things done, Mrs. V :) It definitely pays to be polite and keep your cool, even during these frustrating type of experiences.
SteveWiginowski on 04/14/2011:
Good review. I've noticed in my dealings with Comcast that it's very difficult to get a supervisor as well. They will put you on hold for a while, and then come back without getting the supervisor. I've asked the CSR why I am never able to get a supervisor, they always just brush it off saying that they will assist me. 2 more weeks until I'm done with Comcast! VH review!
Mrs. V on 04/14/2011:
Thank you both ^_^

Steve, I seem to have been very lucky.

I have had very little trouble with Comcast in the 4 1/2 years that I've had them while most of my neighbors seem to have all sorts of problems :(
Anonymous on 04/14/2011:
You're welcome, Mrs. V. I haven't had any problems with Comcast in the NW either (for 15 years), although I did have a bit of a problem with them in CT.
Mrs.Cole on 04/14/2011:
It's surprising how being cool and calm can move things along. I think it throws off the operator they are so used to being yelled at. The lawsuit thing probably will move things right along. That would be danger and could very easily lead to an injury. Let us know how it goes.
MDSasquatch on 04/14/2011:
2 minutes to walk downstairs and find my wire cutters - 1 minute to walk to the edge of my property and find the wire - 10 seconds to cut it - 1 minute to find the beginning - 10 seconds to cut it as well - 1 minute to toss the cable into the trash.

When the tech comes out to fix it, if it isn't buried, repeat.
jktshff1 on 04/14/2011:
Good review, but I tend to sid with MD. Better yet...oops!!!!! I hit that with my mower, edger, Weedeater...etc
Mrs. V on 04/14/2011:
LOL, MD and jkt!

I would do that (might just if Comcast doesn't fix it tomorrow) but I wanted to give them the chance to fix the problem so that my neighbor can keep his cable without any interuptions.
Ponie on 04/14/2011:
Mrs. V you're just such a nice person, who could say 'No' to you? :) My Sis in MD had a similar situation. This was across her front lawn, a yard that is much deeper than wide. But the cable laid there for a couple of months, killing the grass underneath. When they finally buried the cable, they put in sod. The previous owners of her home seeded the lawn and the new part was quite obvious. She kept after Comcast, politely, and the end result was a completely sodded front yard! You're right--persistence pays off. I don't doubt if she had ranted and raved, she'd now have grass of two different colors in her front yard. Hope you can tell us they handled it properly for you. If not--keep after 'em!

MDS, I don't doubt your solution would give you istant gratification, but the jails are filled with others who use the same approach.
Anonymous on 04/14/2011:
Once again Mrs. V you show the RIGHT way to handle things. Good luck!
Alain on 04/14/2011:
Mrs. V, this was VERY smooth and good review, too!
ticia232 on 04/14/2011:
How many bets that the neighbor did NOT call and lied when he said he did? He got his internet on so who cares about anyone else.
I went through the same situation (along with another neighbor) with cords going through our backyards, and we waited patiently for the new neighbor to call. He never did. How do I know this? Because when he finally ran out of excuses blaming Comcast, he told us. And then tried to blame it on how busy he was, and how much he had to do, etc, etc.

I am glad that they worked with you, no matter how much we called and said something, since our yards weren't dug up yet there was nothing they could do.
Anonymous on 04/14/2011:
I was thinking the same thing, Ticia.
DebtorBasher on 04/14/2011:
I believe the neighbor DID call, but may be one of those people who just say, "Yes Ma'am, thankyou" and just take whatever excuse they give, instead of being a person who will not take no for an answer.

When the Super or the rep started to insist that the neighbor had to call, I would have put them on hold and had the neighbor come over (or if it was a cell phone take the phone to the neighbor while the rep was on line) and had the neighbor tell them to get their butts over there.

Venice09 on 04/14/2011:
As sing said, that's the way to get things done.

Good review.
Venice09 on 04/14/2011:
I don't even understand this. If my property is damaged by the cable company, what difference does it make whose cable it is or who makes the call? The cable company has to put it back the way they found it. What if the neighbor didn't even know about the unfinished job? I shouldn't have to get involved with my neighbor to get the cable company to fix my yard.
ok4now on 04/14/2011:
Typical Comcast customer service. This is why I now have Verizon FIOS. To address your post I find this total lack of service inexcusable. If I understand this correctly Comcast puts an above ground cable line causing a safety hazard on your property. This cable line only benefits your neighbor not you. Comcast tells you there is nothing they can due to help you and your neighbor needs to call. WTF. At this point being nice is over. I wouldn't wait for the tech to come over tomorrow, if they even show.

If this was my property that cable line would be cut. I would not tolerate a safety hazard placed by an unresponsive company on my property. Because this cable line is of no benefit to you maybe you should charge Comcast a monthly fee for the use on your property. Sounds fair to me. While you're at it hit them with a property tax fee. They gouge the customer with these fees so it's only fair that they should also pay.
Mrs. V on 04/15/2011:
***UPDDATE***

Well, Comcast did come today. They buried the cable without even coming up to my door to let me know they were there, lol.

They did a good job and cleaned up after themselves to boot ^_^
ok4now on 04/15/2011:
Mrs.V, I am happy to hear that Comcast finally addressed this issue and corrected it. This does not excuse them for the poor treatment that you received and the run around they gave you. They created this problem not you. Yet you were the one who was inconvenienced and had to deal with their inferior customer service to correct it. This is just another small example of why people hate Comcast.
LuvBreathing on 04/21/2011:
I had a similar situation with Verizon. They came across my property to bury a cable because they were too lazy to do it correctly. I called them and they were giving me excuses as to why they wouldn't move it. I simply told them that if the cable wasn't removed from my property by the time I got home the following day, that I would dig it up, and I would not be responsible for what happens to it, and that I would file criminal trespass and vandalism charges against them. They had it removed when I got home, and routed it correctly. Of course the renter next door was giving me looks because he was inconvenienced. BOO HOO.
simplyjeff on 04/21/2011:
You are actually pretty lucky. I worked as a volunteer from 2005-2006 at a nationwide non-profit organization whose mission was to help consumers solve difficult problems that they could not resolve themselves with retailers and service organizations.

Out of the hundreds of companies I worked with Comcast was by far the least responsive. There was even a state government office near where I worked whose sole task was to serve as a liaison between Comcast and its customers. An employee in that office admitted to me at one point that there was little or nothing they could due to resolve problems with Comcast short of legal action.
ok4now on 04/21/2011:
Comcast is the big dog on the block and they know it. So what if they piss a few customers off, they're still raking it in. The Phila Inquirer newspaper recently reported that Comcast has lost over 750,000 customers, mostly switching to satellite. This has their attention now. Every week I receive at least two promotions in the mail from them. They offer a teaser rate and money back if you sign up for multiple services. As a former Comcast customer I'm not biting, I know their deceptive tricks and am aware of their poor customer service. I now have FIOS and couldn't be happier.
Mrs. V on 04/26/2011:
***2nd UPDATE***

I saw a crew outside this morning digging in my yard again where the cable is.

Went out to find out what was going on.

Come to find out, Comcast had hired someone to stop by and put down some grass seed where the cable is.

Without me asking them to do this! They even added some to a few areas where the grass was a bit thin.

All and all, very happy with Comcast right now ^_^

jktshff1 on 04/26/2011:
Thanks for letting us know.
neighbor on 06/24/2013:
I also have had a Comcast cable across my yard. My neighbor told me it will be buried within one week. It's been more than 6 weeks. I called Comcast, but they couldn't find an account for my neighbor's property so said they can't help me. I've talked to my neighbor, who said he's been calling them to bury it, but doesn't know when.

I too am very annoyed looking at an orange cable running across my front yard. I've tripped over it, and it makes mowing the lawn very difficult.

I'm glad we have satellite TV. I'd never switch to Comcast. This is an example of very poor customer service!
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StarStarStarStarStar
Excellent Customer Service
Posted by on
Rating: 5/51
UNKNOWN, ARKANSAS -- I was having trouble with setting up Outlook Express. I was connected with a gentleman named Cory ( #35263). He was very knowledgeable and extremely pleasant and patient. He gave me the address of this site so that I could compliment him on his excellent customer service. I would appreciate hearing from him to confirm that he received this review.
     
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tcAbel on 08/14/2013:
We've had Comcast for 7 years now. When we moved to PA, we got their service again during this time. We did have problems having the connection to our new home rewired due to weak signal and other issues, but for the most part we are satisfied with the service. Lightening struck our house and fried the wires leading to the house and some components at the box. They repaired it very quickly.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Comcast Lies
Posted by on
Rating: 1/51
KNOXVILLE, TENNESSEE -- Dear, Comcast

Since July 27 2014 I have had nothing but issues dealing with your company. I have reached out to you and it continues to serve as no help. It all began when I was going to cancel services that Sunday because I was paying too much and the 300 gb data cap. Not sure if any of you all have kids that require service for school, but I do. Which means we need data. We have not once gone over, but I was looking into going back to school myself. Well if I could have got my cap increased. Anyway, so I make a call to Comcast. The lady was real nice sold me on the x1 digital preferred plus, 105 tier internet with unlimited data and the phone, for under 150 a month for 1 year. Great lets do this. Scheduled and appointment for Wednesday., I don't know why but I felt like it was too good to be true. Well I researched it and it turned out that you all don't offer unlimited data. But I saw locations that offer 600 gb. I called back on Monday explained what I found.

The lady was like yeah we don't do unlimited data. She was like we do have the 600gb that comes with the 105 tier. I was like great. I asked her check and make sure it was all in the system correctly. She said it was not. She said they didn't include the internet. She said she fixed it. Tuesday rolls around and since there was already 1 error and already been misinformed once thought I would just verify. Lady got on the phone confirmed all the information, I confirmed the 600 gb. Everything was ready to go. Wednesday tech shows up 2 minutes late, not too bad looks at the paper work as I oh can't do nothing codes are wrong. Makes a couple calls and leaves. So I call again, Jim was like yeah codes are all wrong said no problem we will get them fixed and get a tech back out there to you, he told me had to put the schedule in for Monday just to hold a time. Went over what I had ordered and confirmed the data limit of 600gb. Said he was giving it to his supervisor so we could rush a tech out, plus just to make sure he got all incorrect codes off.

Thursday rolls around no word so I call, said no tech was available today maybe Friday. Said ok had representative confirm what was ordered. Had her confirm the data cap. She said 600. Friday arrives. No word. I called and explained this needs to be done today cause other wise will increase the proration and cause me a double bill. She said would take Care of that. Had her confirm the account again and what was the data cap 600. Said ok. Saturday no tech confirmed all. Sunday I took a day off from dealing with Comcast. Monday arrives tech showed up, and was only going to install the internet. Explained no supposed to be internet and x1. He agrees to go and get a box. Finally all installed. Finally. Well wish that wad the end. That night pulled up my data cap info still reporting 300. Figured maybe it takes 24 hours to update. So I look the next morning still 300. Called and was told all those. People I spoke to were wrong. Asked for a supervisor, I got with attitude will not do you any good. Will tell you the same thing. I said ok. Reached to corporate, nothing but sorry and we will take care of teaching but not happening. Even at 1 point Yolanda with corporate was like yeah you are apart of the 600gb data area 2 hours later sorry no your not. Plus the internet is no faster and constantly drops. They sent a Tech out and that night it was great.

Next day same thing. COMCAST I am calling you out. I have given you the chance to honor what was promised. I have listen and defended for years. You have promised a better Comcast and better customer service. Here is your chance to deliver what your people have promised. Not asking for anything but was promised, if can't make it happen in residential give me my package as a business customer. Do whatever is necessary. Now you all will not even return my call. So Comcast, here is your chance to prove you are that company you claim to be. Brian Roberts CEO this is your company make changes. Also someone truly fix my internet I am starting to think it is being done intentional because you want to get back at me for calling you out on promises you have yet to deliver. But I don't think its a conspiracy. Just think most of your reps are incorrectly trained and have no empowerment. But what does Brian Roberts care, its not affecting his paycheck.

Since 8/22/14 now corporate will not even return my calls.
     
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ok4now on 08/28/2014:
FIOS customers don't have this problem.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Feeling Lied To And Frustrated
Posted by on
Rating: 1/51
CHICO, CALIFORNIA -- I have had Comcast for 4 years now. Overall, the product works and I am pleased. However, when there is a problem, it is HORRIBLE! These last few months have been the worst service I have gotten from any company ever! To be honest, I am frustrated at the lack of customer service and what seems to be poor communication within the Comcast Company. From March 1st until the end of May, I did not receive Comcast Internet service because of ongoing and unresolved issues. During this time I still paid anywhere from $48-$79 per month. The Internet was shutting off multiple times a day, leaving a small window of an hour or so to use it. We would attempt to reset the modem, check for loose cables, stop and restart everything, but most times this did not work. When that was the case, I had to call the Comcast office and have them restart our modem from their end. I did this anywhere from 2-7 times a week for three months.

Since March 1st, I have called numerous times! I have called to have a technician come out and check the internet connection at least four times, I have called to have assistance restarting our modem 30+ times, I have gone in to exchange our modem twice, and I have even called to attempt to resolve our billing 6+ times. It took THREE MONTHS and EIGHT DAYS, for the Internet issues to even begin being resolved!

I feel that I have been I am paying a company to lie to me in order to placate my anger while they do nothing to resolve the issues. Here is a short summary of my life with Comcast in the last three months:

· Four Technicians came to the home and claimed they had “fixed the problem.”

o Within an hour, the Internet was once again broken.

· On the phone daily, employees promise that the issue is resolved.

o The Internet would crash within the hour.

· Told that wiring in the house may need to be fixed to resolve issue.

o Rewired home and problem persists.

· Told that Comcast wiring in the neighborhood is broken.

o Neighborhood technician fixes the problem and the problem continues.

· Went to the Comcast office to try two knew modems.

o Problem unresolved and monthly bill is raised.

I have noticed my service bill has gone up since April 1st. I do not understand nor do I want to pay since I have not received any services promised for March, April or May. When I call, I am told a supervisor is not in, they are on a trip, and they are too busy to answer my call. I called the billing department around May 28th and was promised that a supervisor would be calling me back no later than June 4th to resolve the issue. This never happened. I called back in an attempt to have the conversation I was promised and was told that my credits are on hold and a supervisor is not in at the moment to discuss it further.

Many times I have been told that I will get a credit on my account but this is never given. It wasn't until I spoke with someone from the Loyalties department that I was finally helped with my billing. This was, however, after I threatened to cancel my service due to the employee N}B demeaning and accusing me!

I am unimpressed.
     
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ticia232 on 06/15/2014:
Do you have a wireless router attached to your modem? I only ask because one time I was visiting my mother and noticed that the computer that she normally kept in the living room was now in the basement where the modem was. She kept the modem connected to wireless router and was shocked when I got on the internet when I connected it right to to computer. The problem was the router, unplug it for a few minutes, plug it back in and all should be fine.
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