INDIANAPOLIS, INDIANA -- My cable box seems to be picking up a Radio station playing music 24/7, it never stops. I can stand about 2-3 feet from the outside cable box and follow the orange line around the garage to end of garage where the black wire starts and goes up into the attic. I even hear the sound through the wires. In our neighborhood the electric wires are underground so a cable box, an electrical box and a box for phone are grouped together, actually they look more like poles about 4 to 5 feet tall, on the other side of my home are two more such poles they also have music coming out of them.
This has been going on for three years. I always assumed it was coming from a neighbor. I just found out recently where the problem is. The bad part is that the music comes into my house, it is one volume outside and twice as loud inside my house, making my life hell. Hard to watch a movie or read a book, sleeping is also impossible, my nerves are shot. So I called Comcast on Aug. 9 told them the story that said they would send a tech, no one showed. Next call Sep. 6, Answer: "someone would come on Fri." Next call Sep 13 I was the informed that I got the wrong info, someone had to come who had special tool that could take 3 to 10 days.
Next call Sep. 17 I was told someone would be here this evening between 5 and 7 pm. I called one more time Sep 19. I explained the story again, told the person that I would report them to the FCC. It should be obvious that something is cross in the wiring, I then spoke with a supervisor. He never heard of such a thing. He thought someone was playing a trick on me. Sure. 24/7, a trick.
He finally said he would send Tech who would have special tools. I said it was sad that Comcast only had one set of special tools. Today is Sept. 21. I have not heard or seen anyone from Comcast and no one has called. How can people have a job in customer service when they have no training how to treat the customers. We are not just Peons. We are clients paying good money and we deserve the best service. Without us there would be no job.
ILLINOIS -- Chronic problems with Customer Service, On Demand, Technical Service, Billing....you name it. 6 years of crap...the only reason we haven't cancelled our service is because we have yet to hear of a decent option. I'm currently on phone for past 15 minutes (after 35 minutes yesterday and more time these past 2 weeks). Sometimes wait 15 minutes to even get service. Supposed to come out today to once again check out our set-up.
When they didn't show up by time scheduled 9-12, I called them and was told the techs didn't have proper equipment and would have to reschedule. After I let them know I wouldn't do that and that I had to leave by a certain time they did reschedule for same day. I'm now on phone waiting for a manager to voice my frustration. This has been going on for 6 years!!!!! Who's the fool?!? ME!
This is only 1 of so very many problems with Comcast. We can't use On Demand 50% of the time and they have yet to figure out that it isn't on our end! WE HATE COMCAST AND HAVE JUST ABOUT HAD ENOUGH! We are now searching and researching options....Anyone got any suggestions as to a good cable company?!? Thanks!
MINNESOTA -- Every phone call to Comcast has the same familiar tone.
1. No matter the issue I am told the same response. "Do not worry. I can help you."
2. The truth is they don't help me. I have never had an issue resolved in less then three phone calls.
3. The reps do not understand what I say. Their responses are totally inappropriate to the questions I have asked or to the issues I have explained.
4. I call 4 different times and get four different answers, even when supervisors are involved.
This is true whether it is a technical issue or a billing issue. The problem is as far as cable TV, Comcast is a monopoly in this area of the US. Comcast needs competition for them to improve their services. If customer service is important to Comcast they might consider getting some real customer service training for their employees.
Customer service at Marriott, Discover, Chase, Delta Airlines, etc. is solution oriented, efficient. They listen well and understand the issues that can and do arise. Comcast would be well served to incorporate a training program similar to theirs. However, as long as Comcast can continue with poor customer service and still make a profit, what is their motivation to serve the public better?
WINCHENDON, MASSACHUSETTS -- I looked at a bill and noticed that Comcast had charged me for multiple anime episodes that when you looked at them in the On Demand menu showed as being free. I called and complained to customer service about this and was told that after speaking to a supervisor that the charges would be removed. I suspect this is not the first time they have billed me for "free" episodes. I will be paying very close attention to my bill from now on, and if I see them charge me for on-demand services that they list as free, I will be contacting the mass attorney general over this.
I have been on the phone for a total of 51/2 hours in the last week because of problems with Comcast Cable TV reception or service. This is the 1st public complaint I have ever written!!! Today I had an appointment from 10 am to 12 noon. It is now 3:40pm. I have called regarding the appointment since 12 noon when the guy didn't show. Now they say they are expediting the service call. I'm writing this so my blood pressure didn't go up. The other day it was 188/98 and I was afraid I would have a stroke!!! I live in a mountainous area of Colorado where we don't have any other service provider except Comcast.
KODAK, TENNESSEE -- I've had Internet with Comcast for 4 months, never been late on payments or anything. A girl called me from Comcast and said I could get TV and internet for $10 more so I agreed. So she said they would send me the box and I was to hook it up. I couldn't get it to work, so I called and the man on the phone told me he'd send someone out and if it was the box it would be a free house call. The guy came out it was the box so he switched it for a smaller black box. I got my bill and they charged me for the guy coming out and a $50 deposit plus $39.99 and other fees, my bill was $157 dollars. It says 30 days if you're not happy you can go back to what you had before.
So, I called and they transferred me to 5 different people that I have to tell the same stuff. The girl told me I can go back to what I had, but I would still have to pay for the guy coming out and the $50 deposit fee that they added on so my bill would still be $147 dollars. I just told them to turn everything off so my bill will be at least under $100, so stupid!!! I wish I never agreed to add something that I was lied to, about now I am going to lose my Internet too.:-(:-( :-(
I have been trying order an HD digital box since 12-1-13 and I have finally accepted the fact that I am not going to get one. I will, of course, be charged for it. Six, count them, six times I have made the request and each time I was told they just couldn't understand why my request had not been fulfilled. I have been told they must have used the wrong code or a variety of other excuses. I have spoken with someone in India, Mexico, and the US.
I realize now that the Comcast way is to tell the customer whatever lie is necessary just to get them off the phone. They always want the customer to review right after your contact with CS. They need to contact the customer days later after they realize they were lied to. I am supposed to receive my HD box today by priority mail. I will not hold my breath!
AURORA, ILLINOIS -- Network channels black-out and/or picture break-up since January 2013. This is 9-2013. Right now two channels are blacked out. When on-screen number is called you are directed to pay your bill when it is not due. Regardless, we pay monthly fee if we need a service call and most tech problems can be connected, electronically.
Why is American cable so high priced compared to other countries? Our bill is $169.00 every month with basic cable. How is it Germany and Russia only pay around $40.00 a month and that's for the whole country? Worse of all Xfinity has a monopoly on our apartment building. We cannot change cable company. I think that is why we get sloppy service. That and lack of proper training and language barriers.
These excessive fees should include free scheduled routine service visits. Every person hired should be required to do a paid on-the-job in-service training class every week ranging from OJT to ESL to the humanities. They could pay their independent contractors to teach their OJT classes not to mention the plethora of knowledgeable laid off professionals. They may even qualify for a gov't grant. Customer service is a joke. I have been on the phone an entire day until I, finally, got an intelligent representative who was knowledgeable about his job. The solution was so simple but it took me all day to get satisfaction.
COLORADO -- When people write complaints against Comcast, I can sympathize with the original author, but at the same time, I've posted how well things go whenever we have had Comcast issues. Well today is my turn, to write a complaint.
On April 6, 2010, we had a technician come out to our home, again. We have had the ON-DEMAND service since 2007. We have had Comcast since 2000 when it was first called Adelphia, and service has been fine, until we ordered the ON-DEMAND service which included the box. We have had nothing but trouble with the box in our family room since 2007. They have always come out to our home, replaced the box, and things would work a while, before the trouble and many error messages begin. I started to think maybe it was our TV, so we went and bought a new TV for the family room in August of 2009.
The technician came out, said the box was bad and replaced it, again. We are very used to that. He was late, and they gave us a $20.00 credit along with another 3 months of free HBO due to all the issues this one box causes us. They have also tested the outside wiring, and it's all good. All the other digital boxes in the house work fine, so far anyway. I probably just jinxed us, by saying that.
Here is my complaint. I just went to pay my bill, and it was much higher than normal. I use the automated service to pay by phone. I then take the option for a customer representative. She goes over my bill, and says, "Oh, I see the extra charge," which is $29.99. I ask, "What was that for?" She says, "Oh for the service call on April 6, 2010."
I ask why, after 3 years, and many many service calls are we being charged. She says they only charge for the service call, if the problem is on your end, and not with their equipment. I say, "It was your equipment, again. The digital box was bad. How is that our fault??" She says, "Well for an added amount of $1.45 a month, you can get their service protection plan." I said, "No thank you, I do not want that."
The problems we have with Comcast are not on our end, it is due to their equipment. She was very nice and said she would credit us the $29.99, it would take up to 72 hours. I said thank you, and when I get the credit, I will pay my bill. I think it was a sneaky charge that was added. I always check over my bills because of things like this. I understand it was an error on their part to charge me, I just wonder how many other people do not actually read their bills, just pay what the amount for the month is due.
My first round with Comcast was in 2007. One of their contractors was installing new fiber through my front yard. Ended up piercing my water line & cracking my driveway. Cost to fix? More than $6,000. You would not believe what I had to do to get reimbursed. Despite the photos of the actual dig line marks in my grass lining up with crack in driveway, waterline, and cable box (in addition to my water bill going from $20/mo to more than $200 immediately after the dig), you'd think that it wouldn't take almost 4 months to get it replaced.
Additionally, a tech disabled my virus while trying to 'work' on my connectivity, allowing malware/virus on my desktop to the point it took in excess of FOUR hours from powering on to simply load Windows. Of course, Comcast would not reimburse me for that. Round 2. My company required non-wifi, non-DSL internet for telecommuting. At the time, Comcast was running a special in March 2009. Internet was $24.99 with basic cable for $10 more a month for a year with free installation. Pretty good deal that (stupidly) made me try again.
Four different installation techs. 3 were complete idiots. The first one tracked mud through my home - staining my carpet. Another insisted my cabling was feeding in 'through my attic'. Now I'm not a cable installation tech, but I know the cable is fed through the side of my home. The third one was just stupid. The forth one finally got it done - said there were no problems and the previous 3 people did not know what they were doing. Additionally, he 'swapped out' my own personal modem (meaning he took mine) for a new one. That was a hurdle. But it was installed and smooth riding now, right? (Laughing, not a chance.)
First, I was charged for FOUR separate installation fees. Secondly, I was not given the promotional offer advertised. Seems simple enough to call and get it corrected, right? (Not a chance). EVERY month, I mean EVERY month, I had to deal with incorrect bills from late charges, to incorrect fees. I got tired of dealing with the regular service, started just beginning by asking for a supervisor. (Four weeks later, that return call hadn't happened). Service shut of several times when I paid the amount I was told to over the phone but credits were not applied.
Then I learned that Comcast has a team for "reputation management" for Twitter. I tweeted "Comcast sucks" and got someone give me an email address to 'fix' my problem. The problem was not fixed (on a monthly basis), but at least I did not have to sit online for god knows how long, and I had everything in writing. (Thank heaven for that). I emailed the one person I had interacted with ongoing that I had advised them I was canceling Internet service, I had gotten another provider and was fed up with the crappy internet access. But I was charged for the following 3 months, despite regular repeated email insistence to cancel service.
In early March, I'm having my future In-Laws over for brunch. First time I'm meeting them. Big deal. Knock at my door. A Comcast tech is there to collect $149 immediately or they are shutting off service. I tell him he's incorrect and show him the last email exchange advising me that credits had been applied (but weren't). I was absolutely MORTIFIED by this experience and it utterly ruined my brunch.
Promises made yet again, but all talk. TWELVE bills. Not one correct. Not one. I'm still being charged an 'inactive modem fee' in addition to a 'modem fee' - I have told them they are happy to have this one back but they need to require the one they took. I was assured more than a month ago that the situation would be 'resolved' once and for all, but 4 weeks later, still not a peep. I've also advised them to cancel my TV - as it was constantly 'shifting channels' requiring me to reprogram the TV channels (a 3+ hour process with my particular TV). I checked yesterday - more than 3 weeks ago, I notified them to cancel service, but they have yet to cut my service.
I have been interacting with supposedly one of the senior customer service people at corporate. It is completely inconceivable how a company can be so consistently inept? I would rather go without TV at all before dealing with Comcast again. I've fortunately got everything documented for more than 8 months of the lackluster service I've received. I will be working with a local Consumer Reporter later this month to do a story on how atrocious Comcast is. I look forward to sharing my experience with as many people as possible. I am going to digital antenna at this point.