Long story that I will provide briefly (too long for me to type the entire story). In short, Comcast service in Champaign, IL is pitiful. Tried to sell me an internet/TV deal that I cancelled a few days later, but then charged me for installation and equipment. It took multiple calls but finally got that scam charge off my account.
I currently pay $39.95 plus new "technology fee" for 3.5 mbps, frequently less than 2.5 mbps. (Neanderthals had better speed than this.) This is the hometown for you of Illinois, one of the premier computer tech and computer engineering universities in the world--Netscape founder, Sergey Brin (google), and Steve Chen (youtube). But the local yokels can't seem to get a decent ISP into this town.
Anyway I cancelled completely todaythe Comcast representative tried to sell me on a cheaper and faster speed yesterday--I said to email it to me; I wanted to see it in writing because with Comcast what you are told over the phone is never what appears on your bill. Well, no email in 2 hours so I cancelled completely. I now have AT&T DSL at 5-6 mbps for $45 per month--still terrible but I am tired of dealing with corrupt Comcast. I look forward to moving from this cornfield town to an area where I can get modern internet access.
IRWIN, PENNSYLVANIA -- Trying to change to new triple play with HD salespeople told me no technician was needed, they would send equipment via UPS and will receive it in 3 to 5 days on 1/23. On 2/01, I called to find out where the customer service representative - said at UPS processing center somewhere in PA, not Pittsburgh. It should have been no later than Tuesday. I Called Wednesday evening and was told nothing had been shipped. The representative checked and said they had what was needed in Greensburg. I told her have them hold them and I'll pick it up on Saturday.
I went on Saturday morning, waited 45 minutes to be waited on and was told the equipment wasn't available. They haven't had any for 2 weeks also. I would need a tech at $50.00 charge to hook it up. That was not what I was told on 1/23. I now have to wait 3 to 5 days for equipment and still not have complete service. Someone needs to tell their sales reps 1) make sure what is needed for service is accurate 2) make sure equipment is at the office they send the customer to. This is the worst service I've had. 3 weeks 3 hours of my time and still not right.
LAKEVILLE, NEW YORK -- Beware of Comcast's latest gig to ramp up revenue... Earlier this year, they have informed all their triple play customers of the need to upgrade their modems to take advantage of service upgrades. There was no explanation of the cost or the benefit of the switch. Just a reference to the need to do so. Many existing Comcast customers had modems with a free backup battery. In February, the company decided to charge its new customers with new modems for the backup battery.
In order to be able to charge existing customers for the backup battery, they sent out a letter to advising the customers to change the modem as above, and then sent them a new modem that was without a backup battery, and then informing those customers that they needed to purchase a new backup battery at the cost of $35+ S&H of $5.95. Way to drive deceitful campaign to extort more money from their customers.
Several calls to their battery purchasing department and service departments went nowhere. They acknowledged that the recommended modem switch was not really necessary as there was nothing wrong with the prior modem equipment but now that I had new equipment, there was nothing they could do but sell me the battery and charge me for it. So I ended up with the option to put up and pay for something that I previously had free of charge. Way to go for Comcast to build a good customer-centric business model!
HOUSTON, TEXAS -- I had Xfinity/Comcast to come out to my home July 19, 2012 to install the bundle package. I had Uverse TV, telephone and internet when the inexperience technician arrived. When the inexperience technician left my home, I had no cable TV, telephone, nor internet. The inexperienced technician damaged a new laptop that was taken out of the manufacturer box. My television no longer would come on. The router that the Xfinity/Comcast installed, still belonged to a previous Xfinity/Comcast customer that had canceled. The Xfinity/Comcast technician even left my wires outside exposed on my home.
It took Xfinity/Comcast five days to get another technician back out to correct what the initial inexperience technician mistakes. The second Xfinity/Comcast technician was not any better as far as knowledge. I immediately contacted Xfinity/Comcast, a claim was given. I was told by the customer loyalty department to have a television technician to come out to my home to repair the TV, and fax the receipt to Xfinity/Comcast, and I would be reimbursed. I did as Xfinity/Comcast customer loyalty department requested. When I closed my Xfinity/Comcast, they sent a Maria out to collect the equipment.
As of today August 07, 2013, I still have not been reimbursed by Xfinity/Comcast. I was told that the Xfinity/Comcast technician was a contractor. But when the inexperience technician came to my home, his truck had Xfinity/Comcast on it. Today these companies are really sorry!!! Please do not do business with them. None of these so call companies. The only thing these so call companies are doing is taking the consumers' money.
FORT COLLINS, COLORADO -- Comcast has been the worst internet and phone service provider I have ever used and I am an experienced user. If there is another choice for TV, Internet or phone services my advice is to go with it. Customer service from the Philippines is friendly but powerless to get anything done.
We have had service issues for a year and I've been patient but they promise and never come through. The internet goes down or is extremely slow practically everyday. I've gone to the supervisor level and get promises that regional engineering is going to contact us and come up with a solution and it NEVER HAPPENS; I'm not talking about the solution. I am saying they never even contact us. It is unbelievably bad, worst service ever!
MURFREESBORO, TENNESSEE -- I have kept Comcast for almost three years because every time I will get upset with their poor service they will "reduce" or give me a better deal for my service. I have had the following experience with this company: rate go up gradually for the same service, my internet stopped working (several times), being charged for a pay-per-view I did not purchase, being charged late fees for a bill that was paid in time, and finally they are taking away channels and limiting what I can watch (they take away about 2 channels a day).
We also kept this provider because we will be at the current location temporary. I am very happy to say that we are finally relocating to a different state and will not be needing this horrible service anymore. This is one of the most horrible cable and internet providers that I have personally dealt with. Do not recommend it to anyone.
Around the first of October, I had made arrangements with **, a Comcast supervisor, to a payment agreement of $75 a week until we get our bill caught up. We made those payments without fail. Throughout this whole time, we kept getting calls stating we had to pay our past due amount. Each time, I would call Comcast to find out what was going on and have to explain about this agreement. Every time I was told that we were not going to have our services interrupted.
On October 24, I was awoken by my very irate husband with the announcement that we couldn't call out. Shortly after that, our cable TV was shut off. We still had internet so I contacted them through chat. I was told to go to the nearest office to have a supervisor give us a written statement about our original agreement so the threatening calls would stop. Right after that, my internet was shut down.
We drove to the nearest office we were given, only to find they only take payments there. So we found the other office and waited for over an hour to talk to one of their representatives. There wasn't any supervisor there! After explaining to ** what had transpired between ** and other employees, she said she would send our information to the call center and our services would be turned back on. You guessed it. They still were not turned on when we arrived home. This is when my husband discovered we could call Comcast corporate offices directly.
Since I had previously gotten their number from here, I called them. The first person I contacted and explained our agreement to said there wasn't any way we could have our services turned back on until we paid the past due amount. I called a little later and talked to another representative, who was rude to me when I asked how his supervisor could call me back when we didn't have that service. He just kept saying that a supervisor would call me back. I told him he was being rude to me when I hadn't been with him. He insisted he wasn't.
My husband called the third time and demanded to talk to a supervisor without going into any details. This time, I was put through immediately. (The bill is in my name. So I have to make all the arrangements, payments, etc.) That woman said she would give my information to another department and that we could look at other programs to save us money when someone called me back. Three hours later, another woman called me.
I explained everything as before. She put me on hold while she looked at our records. She couldn't find anything about our agreement with ** or anyone else. Even though I had dates with the other employees, she still said that, since she couldn't find any agreements, we would have to pay the past due amount to get our services restored. I then told her that the other lady told me we could get a cheaper package. She said that they could give us the basic program of 10 local channels, the lowest speed internet and local phone service with paid long distance. But, get this, it would cost us more than the promotion we have now.
Needless to say, I stayed with our original package, which, by the way, we have never paid that amount either. It's always been higher. She told me that no Comcast employees should ever make payment arrangements, that this is against their policy. I know better. I've been with them for years and have made payment arrangements on many occasions.
I told her our circumstances, that we didn't have the amount they wanted that day. Then I asked her, "If I agree to pay the past due amount on Wednesday, October 26, will you turn my services back on?" I pleaded with her, saying "please" numerous times stating we need our phone and internet since we are looking for employment, selling items to get money to pay Comcast and other bills and have a son, who has mental problems and would freak if he can't get a hold of us. Finally she agreed. Within minutes, we had our services turned back on. I was very thankful to her for this.
But, and this is a big but, I will never trust Comcast again. They ruined my belief they were a good company who cares about their customers. All they did was to lie to me from the beginning when they told me I wouldn't be charged any extra for an upgrade in our services or that they would be interrupted. Something I want to explain is, I didn't call that Sunday because they, normally, don't work on the weekends or late evenings as they once did.
I was led to believe, many times, our payment arrangement was going to be honored. Comcast doesn't have any honor - not anymore. They used to be a great company. Now they deceive people, who think they are getting a good deal, only to be ripped off.
One last note, I looked at our statement and according to them, with all the payments we've made and their credits, we are supposedly not only in the clear but actually have overpaid them. Yet, at the end of our conversation, the last supervisor told me we still owe another past due amount of $189. How? We are supposed to have overpaid, but we still owe another past due amount? Also, how in the world could we owe them $546 when we only upgraded to cable TV in August for the promotion of $119 a month? Something smells in Comcast city, and it ain't pretty.
PHILADELPHIA, PENNSYLVANIA -- I signed up for the Comcast Triple Play Package in July of 2010. When I signed up, I inquired about their Sports Package and HBO and what kind of promotions they were running. I was informed that if I signed up for Comcast for a year, then I could get the Sports Package and HBO for a year for free. This was excellent news and I signed up to use Comcast.
I am signed up for automatic pay, which I do for convenience expecting Comcast to bill me correctly. Today I was looking at my latest invoice and noticed that I am being charged for the Sports Package and HBO. I noticed that I have been charged for the Sports Package since December, and HBO since March. I decided to call them and ask them to reverse the charges and to be billed correctly going forward.
When I spoke to their customer service representative, they said that they never offered the Sports Package for free to anyone ever. I instructed them to look at any of my invoices prior to December and they will see a $0.00 charge for the Sports Package. They took a look and were surprised but didn't have an explanation for why I wasn't charged. I told them about what I was told when I signed up. They had no notes on that conversation. They then said that I was being charged for HBO because they don't offer it for free. Again, I referenced past history and what was communicated to me when I signed up.
They said that there was nothing that they could do and said that their screen was the only thing they could look at and had provided me with all of the information that they could. I asked if I could speak to a supervisor to see if they could help me. They put me on hold for a few minutes before picking back up (it was the same person).
They said that they explained to me what their screen says and could not comment on what I was told before. I explained why I was frustrated as a customer and understood that this service customer agent was explaining only what they could see on the account and why I was frustrated with the miscommunication to the customer when signing up.
I asked if I could speak to a supervisor since the customer service agent did not have the authority to reverse charges. I was told that I could not get one. I explained that I was frustrated that there was no way to get the issue resolved on this phone call and explained that I am moving in a few months and would like to retain Comcast, but with the current billing issues and being unable to get a hold of a supervisor, I may be interested in switching to Verizon. I was told that I can't speak to a supervisor and that they could upgrade my package so that I do receive the Sports Package and HBO free, but my Comcast bill would increase.
I did keep a calm voice throughout the conversation and the customer service agent did listen to my concerns, but I felt as if the customer service agent is just there to listen to the concerns and not really address the issues. I've had something similar happen a few months ago where I no longer had access to the Sports Package or HBO. When I called customer service, I was able to speak to a Supervisor and get the issue resolved. They were able to restore both items and did acknowledge that I was supposed to have them for a year for free.
Having the issue once happens, but happening again and not getting resolution may be the last straw. Once I do have a choice, Verizon may be my new provider. I hope Comcast is able to do something to redeem themselves.
Not too long ago, I used to just pay my Comcast bill without even looking at it, and pay it on time. I trusted their billing department - what a big mistake that was. But I recently became a penny pincher, I started examining my last bill, and it just didn't make sense. I had transfer my service from my old place to my new apartment, and just before leaving I had pay any balance due - pay on the last of August, I basically prepaid the month of September.
I talk to them on the phone, told them I need it my service transfer. They just ask me where I was moving to and how many televisions I had. I told them 2, she said "In that case will give you an additional cable box," cause I only had one. I said "No I didn't want any extra charges." She said she would waive the fee. She never said anything about transfer fees or installations fee, we just agree on transfer dates (and my dumbass never ask about fees).
On the day of the move I got a new billed. I was a little surprise. When I move they change my (billing cycle). It's very important to know your billing cycle. My old billing cycle ended on the 16th of the month - my new one was the 8th I thought cause that was the date I moved and I got my first billed. Wrong - they change that on my second bill to the 1th. All this changes without telling me. So on the 16th of August I got bill for my bundle (Triple Play). On September 8th I got billed again for another Triple Play bundle, and on the 1st of October I got billed again for another bundle. In a period of 1 and half month I got billed for 3 months.
And that's not all, on the September 8th bill, they charge my for unreturned equipment - one cable box and a phone modem, $160 for the box $80 for the modem. I wasted 4 phone calls to them. The cable guy had taken the modem and the other cable box I still had and I was using. They told me to just ignore the charges and that they would go away when the modem show up, and to give them a week to find the modem in their warehouse, which after 3 weeks show up on the system.
But my extra bill didn't go away. I had my wife call them to find out why the charges still there. They told her it was for installation, I said what $240 for installation? I call them again and they admitted to double charging me installation. I ask them how much installation was, they told me $60. I ask them how come it I was getting billed $240. He told me that that included first month, but I told him I had pay full a full month already on the 16th of August. He said he could credit me for a partial month $40 credit and eliminated the double charge for the installation. I told him that was better.
But they still overcharging me $80 by switching my billing cycles every three weeks. The bills haven't been fixed and I still received bills for the same amount. I going to call one more time for the 5th time, and then I am canceling. My next step is to take them to whatever the name of that agency is to complaint about a corporation. I feel like a need to be reimburse for my time and frustration, since it's their mistake. It's sad, cause that have a monopoly, there is only two choice for Internet, and one choice for cable in my area, I wish there were more choices or better companies.
Let me start off by saying that I have been a Comcast customer for over 15 years. I have always received outstanding service!! That was until July 2010. My problems started on July 4 with my cable service, the remote did not work. Since it was a holiday I waited until July 5 to call customer service. I spent about an hour on the phone and they reset my cable box and everything worked. Great I thought!!! Until a couple of days later my internet went out.
I called CSR and spent over an hour unplugging and resetting everything before the issue was resolved. Wonderful!! A few day later I started having problems with my cable again. Once again I called CSR and spent over an hour on the phone with them. During this conversation I mentioned that I have been a long standing customer and that this was my third call for problems with my services within this month and that I felt I had a problem with the signal coming into my home. Once again we reset and unplugged everything. I had services for few days then my internet went out. You got it same drill. Then cable a couple of days later.
Finally toward the end of the month my internet went out and I called late in the evening and after speaking to the CSR I requested a tech come to my home. The tech came - he was on time and nice, however he tried to blame all of my problems on the copper wire that sticks out of the cable wire. He said it was too long. I informed him that my cable has worked fine like that since it was installed over two years ago in this home. He then changed my modem and remote. He also stated to me that nothing is new at Comcast - everything is old and just updated (Should you really say this to a customer?)
He also claimed that my router was the problem. He even had problems getting my new modem to initialize. He left and my service worked for about three days. When I called CSR they said that they were going to escalate my issue to supervisor of the service tech and that I should be hearing from them the following morning. Needless to say, I did not. So I called that afternoon.
While speaking with the CSR I requested that I get a supervisor to call me back. Guess what she told me there was not a supervisor that I could speak with. Well I lost it. I advised her that a company as large as Comcast had to have leads, supervisors, managers, coo, cfo, president, or someone who could help a customer with a complaint. Guess what, she then put her supervisor on the phone who advised me that Comcast could not help me with my issue and that my problem did not call for it to be escalated to a supervisor. (Does that make any sense after a month of problems with my service and a tech coming to my home??)
The next day another service tech and we went over everything. He said he had spoken with the tech that had come before and agreed that my router was causing the problem. He also stated that the CSRs are reading scripts and do not know anything about the products. (Should you say this to a disgruntled customer??) He changed out my cable box and said everything was fine. He told me I should call Comcast and have my bill adjusted. So within 30 minutes of him leaving I tried to call Comcast. Guess what, now my phone service was out.
I called them from my cell phone and got a CSR that I had spoken to before who told me I was rude!! Now I was really angry!! My problem was forwarded to a lead tech who did come out later that day. This tech was really nice and could not believe what I had gone through for the past month. He started checking my services and lines and found that the cable coming into my home was bad. He changed that cable and now my services are working.
So to make a long story short if Comcast had listened to the customer and sent someone to check the line coming into my home they would not have had this problem. Needless to say, I had request a district or regional manager call me and I never received that call. I have also tried to email the company. I will see if they contact me back. Even though my service is working now I am checking out services and considering switching to another company after all of these years.