ATLANTA, GEORGIA -- Over the course of three months, my cable TV has never worked properly despite 4 technicians visiting my home, hours on the phone with XFINITY and several "promises" that it will work along with free months of service. If it wasn't for the free service, I would have gone to satellite long ago - and plan to once my free service is up. I have been double-billed, had either snowy or no reception, no sound, premium channels not working, on-demand not working or some other type of issue at all times throughout my service.
The customer service representatives are rude and many speak poor English, often hanging up on me. I was also promised more channels than I received and then later told I could only get HD channels with an extra HD receiver rented from them - even though the terrible package they now have me on has only 10 HD channels - although I was promised over 75 when I first ordered service. The technicians are consistently late, do not call beforehand so I can travel from my office and are rude and do little to help improve the service - clearly no one wants to work for this terrible company. DO NOT GET XFINITY.
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.
I have had Comcast phone, internet and cable service problems since they took over from Time Warner. I finally cancelled my phone and internet because at any given time some or all of the services did not work. I have complained to customer service constantly and they have yet to resolve any of those issues.
They lie just about all the time when confronted with the complaints and often try to put the blame on other department personnel. Customer service blames the techs and the techs blame customer service and the problem or issue is never resolved. They are well adept at keeping the customer in limbo and all the while you are paying for services you never receive without any adjustment to your monthly bill.
In the few years with with Comcast I have been double billed for $244.00 and had to fight with them for three months to resolve it. Charged me for an NSF EFT because they entered my bank account info incorrectly, then did not want to refund it even when I provided a letter from my bank stating that the charge was never applied to my bank account. I have been lied to at least a few times or more within all levels of the company including management.
Lost wages taking off work to meet them for appointments, in which on two occasions they never showed up and have yet to offer a credit as per their commercial claims. They have sent technicians to my house at least 7-9 times for a cable card problem. On one occasion the tech sat on my couch and watched basketball on ESPN till I finally told him I had to leave. They have come poorly equipped with multiple cards that aren't programmed properly, or, are for their cable boxes and not TVs. They've stayed for hours at a time, bickered with personnel who are operating the console and some techs have had little or no experience with cable cards at all.
They intended to bill me for a service call when in fact they caused the problem by removing a code from the system and didn't know how to correct it. I had no premium channels since Dec.2009 and only able to receive about 20 or so of the lower tier channels. Three techs came to my house, one in Jan. and two within one week in Feb for the same problem. I finally asked the last tech to remove the card from my account and requested to have my services downgraded to expanded basic. He said he would pass the information to someone and hopefully get them to prorate my account due to the lack of service.
Shortly after he left, I received a call from a lady representative assuring me that she could get my problem resolved if I would give her a chance by re-scheduling a tech to come with more cable cards. She said she felt sure they could get one to work. I declined to which she then offered me an HD box and asked when she could schedule someone to install it. I reluctantly said yes and asked for an evening appointment reminding her that I had already missed enough work because of this situation.
She apologized and assured me that my bill would be credited for the inconvenience and loss of service. The appointment time came and went without anyone showing up. I called the next day to find out what happened and was informed that I never had an appointment after all. I then called to get my bill prorated and after about 30-45 min. of back and forth discussion finally thought we had come to an acceptable amount and I paid the agreed amount immediately after our call ended.
Today, 10 days later, I checked my account only to find that they added all the charges back on my bill and listed them as previous balance due. Looks like they have lied again... I don't know why I believed them in the first place. Now I will cancel my services completely and refuse to pay them another penny. Bottom line... If you are not being treated fairly drop them, they will realize the importance of their customers when the company loses them all.
VANCOUVER, WASHINGTON -- When I bought my new HD TV, I upgraded to the Premium HD Cable TV service from Comcast last year after having regular TV service with them for the previous 2 years. I soon discovered that there were still some "manufacturing defects" in their new HD Cable TV set top box. At times my TV would change channels inadvertently, or would "freeze frame" the picture, or lose the sound entirely. Thinking this was a problem with my cable box, I went to Comcast and exchanged my defective box for another one. But, to my surprise, the same problems started within a month of getting the new HDTV Cable box.
A call to Comcast tech service cleared this up. But, the problem would come back in a few days to a week. This got to be very frustrating. After a few complaints to the customer service department I was finally told they were aware of defects in the HD Cable box and that Comcast and the manufacturer were working on them. In the meantime the tech support recommended that I leave the Comcast set top box ON at all times (even when the TV is off)... this will keep the box from getting "de-tuned". I resolved that I would just have to put up with this until the fixes were made.
But, after 3-weeks of keeping my cable box on 24/7, the TV suddenly showed a scrambled signal on all channels. I called Comcast who sent a tech out to find the problem. The tech determined that the problem was in the TV, not in the cable box. Comcast charged me $25 for the service call, since it wasn't cable related. So, I called a TV repair service and they discovered that the cause was a burnt out circuit board on my TV... the power circuit board (PCB.) Fortunately for me, this was a warranted repair.
Over the next 5 months, I watched my TV keeping the Comcast cable box on 24/7. Then, suddenly, again my TV showed a scrambled signal just as before. This time I called the TV repair first. They determined that I had the same PCB problem as before... only this time I was over the warranty date. I had to pay for the new PCB, but the labor was still covered under my warranty. The repairman asked me if I had any input power to my TV other than the power cord. I told him that Comcast has me keep the Cable set top box on all the time regardless of TV on or off.
He said that a lot of customers have experienced problems including circuit board problems from keeping their cable box on. So, I discovered it was the Comcast cable box, with its "manufacturing defects", that was the cause of my TV problems. I called Comcast with this information to get redress for my out of pocket expenses, including a refund of the $25 service charge they hit me with.
Comcast denied any knowledge that their equipment caused any problems with customer TV sets. I wrote a letter of complaint to Comcast, but did not receive an answer. I have now canceled my Cable TV service and switched to a satellite service. If you have had any similar problems please leave a comment here and do as I did and quit Comcast and write a letter to the FTC.
WASHINGTON, PENNSYLVANIA -- Before Comcast came into Washington PA, we had another cable provider which we never had any problems. Well when Comcast rolled into town they promised all these great services and great cable. Well that lasted for a very short time. The cable on a few channels started to go out or tile (small blocks across the picture and also effects the sound), which we called and the service representative would have me go through a series of troubleshooting procedures to try to handle the problem myself from home. Sometimes it would work, but for only a short time and the problem would return.
And if we did get a visit from a service tech. we would ask them if they knew why they were here and they said they had no idea and we would have to go through the explanation all over again. I do understand that I would have to explain the issue to the service personnel. However to show up and have no idea of what the problem is, if they had to bring certain items to do the repair well they would not have them, not a good business practice.
Well anyhow this has gone on for over a year now, and the issue has not been addressed correctly. They have replaced all the cable in the house, the connection at the pole, the box at the pole. They have also replaced the cable to the house with cable triple the size of the previous 2 cable lines.
Oh I'm sorry they had replaced the line to the house last year, but this year they determined that the cable was not large enough because of the distance to my house from the pole - oh the cable from the pole to the house in underground. I explained to the individual who sets up the service calls to please try and remedy the problems because I am tired of paying for a service that I have not received.
This evening I was on the phone with Comcast to set up yet another service call for Saturday morning. I told the Comcast representative that the service tech should not be here very long because everything in the house and cable from the pole to the house has been verified by the other service tech to be in perfect working condition, therefore it should be a quick fix. What I did tell the Comcast representative was that the only thing I believe could be wrong is the cable coming down the road to our pole, because that is the only thing that has not been replaced.
The answer the representative gave to my wife was, "Well we have had no complaints from any other customers on your street." Really! I am seriously thinking about dumping Comcast and going with another provider. I've never experienced such poor service from any other items that myself or my family has purchased or used. But my complaint is not all negative. When the service personnel show up to fix or try to fix the problem they are there when they say and they do seem knowledgeable and courteous, however good manners does not fix the problem. Once again, I want what I pay for...
Policy regarding Customer Service. Yesterday my wife tells me that she has spent 2 times 40 minutes speaking to someone in the far-east who didn't even listen to her and suggested that the order for a self-install cable box would not be here in time for the Stanley Cup final, game 7 and the final game. I am a fan of the Bruins. However when I arrived home there was the cable box neatly packed and left outside my front door. I collected and examined the contents reading the instructions and realized it wasn't rocket science. All I had to do was connect three wires.
I completed the task in less than a couple of minutes and waited the compulsory 20 minutes for something to happen. Nothing happened. In fact 4.25 hours later I was still in the same position, but by this time I knew the Bruins had won 4-0. How did I know? Because my wife emailed me and told me the result. I still didn't have television. In the interim I had spoken to at least three different Asian young ladies and a male supervisor. They are always polite, but achieve zero except increase my blood pressure.
By 11:45 pm I had given up. The supervisor who should be fired put me on hold and the phone went on and on and on until in the end after an inordinate amount of time the call dropped. The three young ladies had me pressing buttons on my remote. They asked me to undo and reconnect cables. It was all designed as a nonsense exercise. They were obviously reading from a script and they couldn't deviate from that script. How dare you call yourselves number in cable television? I have DirecTV at my home but it is not available at my city apartment.
It looks like I am going to have to seek alternative arrangements. Frankly your service is dreadful and you should all be ashamed of yourselves. The customer is your future and to treat him so badly is shame on you. This morning I called to ask them to collect the equipment that they dumped on my doorstep and was promptly told to deliver it by hand to the local Comcast office. I am not the UPS or FedEx or the USPS and I am not going to return it. I will leave it in exactly the same position that I found it. I waited to arrange for a collection because I want to be reasonable and guess what? I waited and waited and waited and no reply.
I called again and the same thing occurred. I have made 7 calls to Comcast, and my wife has made two before me. When will you understand people are not prepared to wait 40 minutes every time they need to speak to anyone? The cheek of trying to market your company on the basis of putting the customer first is galling. That is a joke and if it wasn't so frustrating I could laugh.
This morning I spoke with Lisa at your executive head office and asked if she could resolve the issue. She said she would. I am prepared to wait until the end of business hours today to see if it is resolved. I am not going to take time off work to put right your wrongs.
My advice to all of you at Comcast is to look for another job. Comcast is big but not that big that they can't fail. If they keep this up that is exactly what will happen. I know they can get it right; they did at my business for 6 years without any trouble. OK there was teething problems getting it working, but once it was working, I never had any trouble. You should be striving to get it right and not fob people off by getting Sunshine (that was what she called herself) and Rani and others to fob the customer off. I am going to write to my senator asking him to look at your monopoly position and to determine whether the federal Government can intervene on behalf of the consumer.
Your customer service is really, really poor and bad. I've been using Comcast for over 5 years not because I love the service but because I don't have any other company's service where I live. However, it's been so unbelievably annoying and terrifying whenever there is an issue with Comcast. Whether it was cable or internet or just box outside of the building, I would call the customer service and they will have technician come in to fix the issue. Not only they are not on time but they don't know what they are doing most of the time.
Almost every time, I have rude customer service representatives on the other line. Since I moved into new address and transferred the service to new house, I wasn't getting any OnDemand movies. I wasn't able to purchase movies and I had 3-4 technicians came, but no one was able to figure it out. So I gave up. But I'm still paying the same bill as everyone else who gets the service. The corporate says I can't get the credit back or money back because it's just a service. Yeah, and I'm not getting that service... Is this that hard for you to understand?
At least the free movies worked so I was fine with what I have. But then recently Comcast cable box broke outside of the house and the tech person came to fix it. After that I wasn't able to get the free movies through OnDemand either. When I called yesterday after waiting for couple of weeks to see if it's going to work again, the customer service representative reboot the box etc.
And, I asked her how long I need to wait til I check the OnDemand again. And she said 5 minutes, and I asked her more questions about 'what can she do if it doesn't work just like the OnDemand movie's not working?'She was sooo rude and keep repeating herself. Yeah, I already heard that, but you are not answering my question. When I asked her the same question she is not answering, she immediately transferred me to technician without asking me whether it's OK or not or at least some other company reps. tell you 'please hold or something'. In the middle of the conversation she was gone.
All the sudden this tech person is saying hello and I needed to repeat everything again. She was not only speaking rude but her action was ridiculously rude. I wish I had her name written down. But then this tech person had also same annoying rude tone in his voice when I told him what just happened.
This is so typical every time I call to Comcast and this is getting ridiculous. I'm not the only one who has so much bad experience with the Comcast service. Not only your customer reps stinks, but your service has so much issues. I practically call almost every month or every other month to report the problem. My colleagues at work also agree with me. They hated your service so much, they switched to other cable company. If I could, I would switch the service right away.
The problems? I think your company needs to hire quality customer service representatives. If you don't have resources to hire and pay more for better personnel, then TRAIN them!! Even last night that lady representative told me to wait 5 minutes until open the OnDemand, but then when I spoke to the tech person on a very same phone line, he says I need to wait 30 minutes at least. What is wrong with your employees or say what is wrong with your company?
Also, TRAIN your technicians. Every time someone comes to fix the thing, they say the different thing, and it doesn't look good on your company. Don't spend money on the TV commercial which people like me don't even believe because we are so annoyed by your company. And start investing hiring a quality customer service reps and training technicians.
Whenever I see your TV commercial, it makes me so mad and I just change the channel. Because your words don't match with your service! Your customer service representative are really really rude and have very poor attitude. I don't think your company will survive very long with this poor service. Bankrupt is only thing I see if you continue this.
Over a month ago I paid my bill for Comcast and had a similar experience to the one described below (8/27/2010 - Unauthorized charge/no refund). My payment didn't go through their automated system. It advised me "not able to accept your payment" which was a check by phone. I was paying a two month payment. I talked to a customer service representative who advised me that there would be no problem and ASSURED me that I wouldn't get charged a fee for talking to him instead of using the automated system, and that he would track payment and take it off the system.
Five days later I had back to back charges taken out of my checking account. I had two checks that were charged for leaving my bank account in a debit balance which caused a domino affect in charges and problems. When I called to advise them I talked to someone who told me they would have to review and that it would be 3 to 6 weeks, not acceptable, I want to talk to supervisor, no supervisor but turned the ticket in. Went to local office the next day, extremely rude and no help. Turned in claim to bank which they denied because Comcast responsibility.
Called Comcast, my issue was turned over to Supervisor who was supposed to call me and tell me to fax bank statement. Spent 3 hours going to bank, and fax the bank statement to Comcast. They never called, called back and representative advised me they didn't know where my money was but I had a credit on my account for that amount. Called back next day, I was told my check would be reversed and be in my account that Friday. Never was, called Monday, and they said it took a week, I advised them no I did not. I do bank transactions reversals and deposits for a living, and takes 2 days at the most.
Asked to talk to a supervisor, and that supervisor told me "Oh it MAY be a manual check sent to you." I told supervisor I wanted a call within 24 hours because the credit was off my account and I wanted to know where my money had disappeared.. She called me next day and told me yes it was a manual check and it was in collections and I should have my money in 3 to 6 weeks. "Not acceptable" I said. I better have it this week, because now am not able to pay my rent because of the charges on my account. She gave me number of Executive Office which I called the next morning.
That Supervisor called me and advised me that the check had been processed and I would receive my money in "the next few days." I have not seen my money, and am afraid to cancel my service for fear that I never will. This is my followup after last summer when my internet went out, called and talked with 3 reps who advised me that they would send a tech out the next day. No one ever showed up, so I cancelled the internet service. I have not been told one true statement since I called them to make my payment.
If anyone has had a similar experience and would be interested in a class action suit, I would welcome any takers. I am reporting this incident regarding Comcast to the FCC, BBB, Cable Regulatory Board, and their entire board of directors. They may not care and consider me no one to be dealt with, but they will remember me and my name after I am done with them.
VERO BEACH, FLORIDA -- I first have to say that prior to the switch to digital cable I had great service and never had to call for any issues. Then came the digital migration... I now have to have a cable box to get the stations I got before, which at first didn't seem to be much of a problem. The first box I was issued didn't work properly and they swapped it out. The second box worked fine for about six weeks, then a couple of days before Thanksgiving the problems started, no service or poor quality signal resulting in a pixelated picture with no soundeach time I turned on the set it was a different set of stations affected.
I call customer service and some nimrod reading from a script tells me to "power cycle the box" which I have already done before calling as this has become a ritual. They then say "I will send a refresh signal" even though I tell them I have already gone through the automated menu and had a refresh signal sent within the past hour to no effect.
Then the next thing they say is "will must send out a tech" for which they will bill me as soon as he enters my house. I tell them I had crystal clear service for almost two months and the problem can't be inside my house because nothing is different inside my home, the problem has to lie outside, maybe in that crummy old connector that's fastened to the outside of my house and the old exterior cable which hasn't been upgraded in all the years I've lived here (40+ years).
They insist they have to come inside and MAYBE if they decided the problem isn't inside they won't bill me... now if I call back the immediate response, before I even explain what the problem is, is "we will schedule a tech visit". I DON'T WANT A TECH VISIT, I WANT SOMEONE TO FIX THE CRAPPY LINES COMING OFF THE POLE TO MY HOUSE AND IMPROVE THE SIGNAL!!! Co-workers I've talked to tell me whatever you do, don't let one of their techs inside because they will make a mess & even if they don't find a problem inside you will be billed!!
One person told me the tech supposedly rewired her cable and afterwards the reception was worse than before (hard to imagine since it stunk before) and she finally went to dish, but had a hard time getting rid of Comcast, they continued to bill her for service she no longer had but that's a whole other story... I think I'm about ready to follow her lead and switch to satellite too.
I suspect Comcast knows most problems are on their end, especially since the service suddenly went downhill after the switch to digital and they weren't prepared for it but they are maximizing their profits from service calls by sending techs out for every little thing and billing the customers for the lack of service. After all, if they tell a non-tech savvy person that the problem is their inside wiring how would they know it's a lie. Sorry for the long rant. Comcast is going to lose another customer and I don't think they really care.