BURNSVILLE, MINNESOTA -- I have all the same complaints everyone else has. Hidden fees, promises you don't have to pay for things, being charged for things that you did not get or services you did not get. I have two employees on tape that said they know these things are happening. The best thing to do I think is to write to the BBB. I live in Minnesota but the BBB here said she didn't know what to do. So she gave me the address in Philadelphia Pennsylvania where Comcast is based.
So for anyone please write to BBB 1880 JFK Boulevard sweet 1330 Philadelphia Pennsylvania 19103. This business has got 1 star out of 5. It's never gotten higher than a 2 star. Why hasn't this business been shut down already? It's so bad such low ratings. I've never ever seen such a low rating. The American people have got to get rid of this company. Everyone please do what you can.
CARNEGIE, PENNSYLVANIA -- OK, so let me tell what a horrible experience I've had with these idiots. First of all, two months ago I mailed in a check of $85 and it got "lost" for about a month. While this was going on, Comcast blamed me for their mistake, their customer service was argumentative and just flat out rude. Comcast then added late fees and threatened to shut off my service. I told them I'm not paying the bill twice so they could shut it off if they wanted. FINALLY the idiots found the check and it all got taken care of. But what really irritated me is Comcast didn't apologize for the mix up, didn't remove the late fees -NOTHING.
Next issue, I called Comcast about a week and a half ago to add phone service to my package and of course they tried to hit me with all the fees and crap to have someone come out to hook it up for me. I said, "No thanks I can plug things into my wall by myself." So I asked them to just mail the equipment out to me. The representative told me it would be at my house in about three days, so I canceled my cell phone service that weekend thinking I would have a house phone in a few days. Little did I know Comcast would screw up something as simple as mailing me the equipment.
So for a week now I haven't had a phone. I have used friends' and family members' phones to call and complain to Comcast about the issue, and every time they have a different excuse of why I still don't have a phone. Everyday I've been told by Comcast, "Oh it will be at your house tomorrow". It is now Thursday and there is no sign of it.
I think I'm just going to turn my cell back on and say 'F these losers'. I tried to switch to Verizon, but they don't offer cable TV in my area. Comcast has my area of living on lock, so if people want TV they are forced to deal with Comcast... It's honestly sad, my neighbors and friends complain all the time about how horrible Comcast is. WE WANT VERIZON!!!
About a year and a half ago I had a question about my Comcast cable service - not my telephone service, which was fine. I still have no idea why this happened but the employee I had spoken to, after dealing with my cable issue, took it upon herself to open a work order to change my phone number, which I had had for 17 or 18 years. By the time I caught the mistake Comcast was in the process of reassigning me a new number, but after much wrangling, I was able to get the original number back.
I have bundle service, phone, internet and cable, and things were fine until about a month ago, when I decided $176.00 a month was an unreasonably high cost in such a competitive market. I called to see if I could reach an agreement on a lower price, which I did, but once again, Comcast cut my phone service and proceeded to make my number available to the open market. Luckily, I caught it in time and once again got my number back before it had been assigned to someone else. I let them know I was highly displeased about this happening a second time.
Then, just five days ago, I began hearing from friends and business associates, wondering why I didn't have my phone anymore. Once again, Comcast had cut my service and could not explain why. Comcast's only explanation was that it was a "technical" mistake and therefore not their fault. By this time I was beyond irate, although I kept telling each representative that I realized it was not their personal fault, but they did need to know the level of my frustration.
I sit now waiting for a call, not knowing if I will get my number back because Comcast is now blaming it on AT&T. They said once my service was cut, the number was released to AT&T and that they have to wait for permission from AT&T to give the number back.
Please bear in mind my account is and always has been in good standing - paid in full every month. Comcast has absolutely no excuse for this repetitive termination of phone service and all I'm getting is the runaround. Comcast doesn't give a damn about its customers or providing quality customer service. I would love to rant extensively about how much I loathe them but since they're a corporate giant with a stranglehold on the market, venting will probably do no good.
I just wanted to warn other consumers that they're taking an enormous chance if they choose Comcast as their phone, internet and cable provider. I'm now looking for qualified legal representation and I hope the next time you hear from me, it will be to report Comcast's bungling has been exposed on a much larger scale and at long last they are being held accountable.
BOULDER, COLORADO -- I returned equipment over 4 months ago. I have not received check for $106 I was supposed to get. I tried to call Comcast and spent 45 minutes on the phone and only 1 human spoke to me - promised that she would transfer me to another human - no such luck. I went to chat - the chat person could not help me. OH BY THE WAY (!!!!) it took me 12 phone calls to Comcast to actually RETURN THE EQUIPMENT because there was no office opened on the weekend when I moved out of the condo.
This process has cost me hours of my time - HOURS AND HOURS - and is worth far more than $106. COMCAST customer service is a morass and I feel like taking an ad in the New York Times and telling everyone how much it SUCKS AND SUCKS AND SUCKS.
PEARLAND, TEXAS -- For the past 2 weeks, we've signed up with Comcast from AT&T. Our landline is out, they delivered incomplete equipment and has failed to show up to complete the job. Several appointments not kept and no communication whatsoever. The security system has been out from the get-go. Their customer service department not helping matters and will keep you on hold for ever, until you either hang up or call again for the same treatment. They make promises and never deliver. Appointments so spaced out . No concern for customer satisfaction. Will not recommend this company to my worst enemy. Full of liars.
KNOXVILLE, TENNESSEE -- Poor service, increasing charges, and longer and longer waits for service!! After continued increases in charges (over $50 in 3 months), we decided to cancel our service. We've been with Comcast for 20 years, but they couldn't seem to keep our payment or service consistent. We continually had problems with our internet and cable cutting in and out and now with the increase in the bill... it was finally enough!
They disconnected our phone 5 days before it should have been disconnected and it took 5 calls, 7 agents, and over an hour on my cell phone minutes to get it turned back on! They are so out of touch with their customers!! We didn't want to go through the hassle of changing services, but it was worth the hassle of staying with them!
FREDERICK, MARYLAND -- I wanted everyone to know that Comcast will/is sending past due notices through your WiFi and that anyone with access to your WiFi will get the same notices. I was playing Angry Birds on my iPhone when saw a Past Due Notice from Comast where normally would be advertisements for Angry Birds add-ons. I took a screen shot picture of the notice. Comcast doesn't have my iPhone number nor did the message come in email or text form.
When I asked how they accessed Angry Birds and my iPhone and how they delivered this message to me, they said that it must be sent out through the WiFi. Then my next question was how do they know that I'm the only one receiving this notice or that someone else didn't receive that message since they have no idea who has access to my WiFi? They could not answer. This really sounds like a Class Action Law Suit to me as they are sending out personal info and they have no idea who is receiving it. Comcast really sucks!!!
So, after 7 years of having Comcast, we decided to take advantage of the 2-year $119 for all 3 services promotion. Actually, it's a great promotion as I live off the internet, my family watches TV and we have a home phone for emergencies. Unfortunately, as a current customer, I was ineligible for any upgrades. So, we canceled our account and set it up in my wife's name. It took 1 week for everything to be set up and we lost our old phone number (who cares, it's an emergency number anyway).
The service was installed 7-14-2009. Since then, we have had 54 (FIFTY-FOUR) SEPARATE solicitations. Let's name a few: Wall Street Journal, 24/7 security, TeleEurope, ARC, Sullivan Promotions, Viking Magazines, Homestar, Des Moines Inc, etc. I called Comcast and was very irritated that my number is unpublished and they would sell my name and phone number. After calling and talking to them, they told me that "there wasn't a code for an unpublished request" in the system and that my phone number was readily available to anyone who searched the public records.
So I asked when they distribute the names and numbers. His response was at the end of every month. Then he backtracked and told me its all done electronically everyday but Comcast doesn't earn a single cent off this publication. Yeah right. He told me to put my name and number on the DO NOT CALL list and if I had any further questions or should he put my name and number in the unpublished registry for a fee of $2.50 per month? Uhhhhhhh...I hung up on him. :)
BALTIMORE, MARYLAND -- I disconnected my service with Comcast. I called the old number to make sure it was disconnected. The Comcast number referred them to my private (non-Comcast) cell phone number. I immediately called them and I was told that it would take 72 hours for them to correct the problem (NOT TRUE). I spoke to with useless "MANAGER". For the next two days, the number continued to give out my PRIVATE non-Comcast cell phone number. I called again, in a matter of 30 minutes, the problem was resolved. Comcast is a terrible company. Most of the customer service representative do not know how to help the customers. I filed a complaint with the FCC!
I hate Comcast service as much as the customers do. I dread coming into work everyday to hear screaming customers. Usually it's the same problems everyday; no dial tone, cannot access voice mail, cannot receive calls, techs not showing up etc. I truly I have empathy for all Comcast customers out there. It's not that we don't care as customer service reps, it's that we really can't do anything and I feel helpless. There are some reps that really want to help and some that don't care but, that's any company. The following are some facts to know about Comcast:
Customer service: A lot of the employees are outsource (national call center) and aren't able to connect you to extensions. The training sucks. We're thrown out to take calls not knowing much, except to sound like we know what we're talking about. We have agents telling customers things that aren't true because we don't know and don't have realiable resources to give the correct answers. Honestly we only receive irate customer calls and a few simple good calls. I wish Comcast will get their ** together.
Comcast doesn't seem to tell new customers that there is an additional charge to connect jacks to our service. We're only required to connect one phone directly to EMTA. They are really slick. Wait before you sign up for the bundle package because it's a contract and you have to pay to terminate service when in the bundle. If you are considering Comcast because that's the only company in your area, make sure you write all your questions down to ask. Believe me they won't just give you information. Ask how many jacks they will activate and if there is an additional charge, etc.
Requesting supervisors: When customers request supervisors, just to let you know, we have regular agents that are assigned to take supervisor calls and do not have any more authority than the reps. Majority of the supervisors aren't even trained on the service, only thing they do is audit the calls, make sure their employees are meeting their handle time, attendance etc.
Service calls: We aren't responsible for scheduling. The customer service reps can only give you what's available. We aren't able take out another customers appointment in the place of yours. We can contact some of the dispatchers based on your location to force in a sooner appointment.
Dispatch/technicians: Comcast hires contractors that don't know what they're doing and don't care. I believe they are paid commission by how many jobs they complete. When you have an appointment scheduled and they call your contact number, if you don't answer they will not get out the truck and knock on your door. The tech cancels your appointment and moves on to the next house. Isn't that wrong? Well the customer service reps cannot do anything except schedule another appointment and hope it doesn't happen again. We do consider no dial tone as an emergency but we get some many calls in regards to this that dispatch is usually booked.
Tickets: To help the rep out and yourself, always ask for a ticket number and keep it for your records (starts with cr1******). Each rep is SUPPOSE to create a ticket for any problem you have that needs to be repaired. These tickets are forwarded to another department depending on the issue to be investigated. Unfortnately some problems cannot be repaired right away, it takes a few days, which I understand why you all get upset.
I've seen tickets kept open for months and have never been touched. The only thing we can do is call that department and guess what they tell us? They tell us that they will escalate the ticket, AGAIN. Then we're forced to tell you that it has been escalated and you should hear from someone within 24 hours. Outages: We don't have any info on what caused outages or know if tech are really working on the problem or not.
There are some customers that call that say they never have a problem with the service. It really depends on where you live. To me it's just like cell phone service and not dependable. If live near a lot of trees I wouldn't suggest this service. Most of our problem calls are from Atlanta, MA, NJ, CT and PA. I totally understand how you all feel. Sorry for all the typos. I just typed this up really quick. If you have any questions, post a response and I will try to follow up with you.