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Attention Comcast Customers!
Posted by on
While I am a loyal supporter of Comcast, and have had nothing short of exemplary service, I must warn my fellow Comcast customers about their security. I recently discovered after logging on that my Norton Security Suite alert icon in the task bar was in the "red", which means something is at risk. Imagine my surprise when I discovered that it was a message saying that Comcast has discontinued the service with Norton Security Suite. WTH? My computer is at risk and out in the open, and nobody notified me.

I immediately contacted Comcast via internet chat session (the line of communication that I have found to be the fastest in reaching someone to help...another reason I like them). I asked what the deal was, and the customer service representative (CSR) apologized and even empathized with my situation. I repeated my query as to why nobody cared to email us fellow customers, mail us a letter, etc...at least some kind of warning that they were removing our virus protection. Again, the CSR redirected and apologized...but still no explanation? They did offer to notify the powers-that-be and appreciated my input.

Come to find out, they actually offer another free computer protection service called "Constant Guard Security Suite". The CSR offered me a link to the free install. I first uninstalled the Norton Security Suite, and then downloaded the new service. Oddly enough, after installation, I navigated my way through the set-up menus, and low and behold...there's Norton Security Suite again...free of charge. This version is Norton Security Suite-5. So I installed that, and I was basically finished.

My problem is that Comcast never bothered to inform and/or warn their existing customers to make the change-over. I had to dig into it myself to find out. Not everyone looks at the task bar in my family, and I have peace of mind that Norton is protecting us. I have never had an issue with Norton. I know there are some Anti-Norton advocates out there, but I've always had nothing but good service from them.


http://xfinity. Comcast.net/constantguard/Products/CGPS/?cid=NET_33_600
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Anonymous on 2011-08-14:
Just a reminder from your friendly neighborhood consumer watchdog...
At Your Service on 2011-08-14:
As an I.T. specialist, I tell all my clients to avoid Norton or Symantic like the plague. I've seen many more problems with their software installed. There are now several anti-malware packages on the market to choose from aside from Norton.
Anonymous on 2011-08-14:
I've had Norton for several years now, and have NEVER had a single issue with them. To each their own, I suppose.
ok4now on 2011-08-14:
Norton has a bad reputation due to their bloated software and numerous problems. "System Hog" is most frequently mentioned. This was all well deserved criticism. Fast forward. They cleaned their act up and now offer a great product. It runs in the background so there is no system slowdown. Updates are automatic. It catches everything. My computer is safe & secure. I have had zero problems with this software. I've tried the competition and nothing comes close. Read the reviews on PC magazine and Consumer Reports. To Summarize: It works and it's the best.
Anonymous on 2011-08-15:
Hmm, that is odd that they didn't even bother to send out an email. That's not cool.
madconsumer on 2011-08-15:
comcast did send out a notice a while back. I forget when, but they did notify.

I use avg internet security suite.
Alain on 2011-08-15:
Good info, J4A!
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Rude contract installer
Posted by on
June 9, 2011 @ 2:30 I pulled into my building to park. It was extremely hot and I had the air on with the radio. There was a pickup truck with a Comcast emblem parked horizontally on the side and paid no attention to it. As I pulled in to back into a spot, a guy in the pickup yelled out of his truck. Not knowing what he said, I turned off my radio and rolled my window down and said "Excuse me. I didn't hear what you said." He said yes I did and proceeded to call me an A--hole. I parked the car and then the man pulled in front of my car. As I got out, he threw a cup @ me. I told him I would have his job and walked towards the building. He then backed up, moved the truck and proceeded to throw a small box at me. When I called the police they told me without a license plate or a name, I couldn't make a report. I went down to the Comcast office on the corner and filled out a complaint. I went to my dentist appointment and got a call from the manager of the place that hired this man. The next morning I got a call from the manager of this company and later on a call from the head of Comcast security. All said that either no one was working at the building or they would check into it. Long story short, I filled out a police report because the head of security of Comcast never told me she couldn't release the info. to me. (This after I had told her I needed it for a police report.) Just found out today from the investigator, the report that Comcast made out was dated May 31, 2011 and the guy never came in and was interviewed on the phone. I couldn't have identified him because the confrontation only lasted 2-3 minutes. He acknowledged he was there but in May. All of a sudden, I find out he's on disability since June 10, 2011. Funny, isn't it? I plan on contacting the CEO of Comcast for at least an apology.

Thank God I don't have Comcast!
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Skye on 2011-07-21:
I don't understand. If you were just parking your car, and he was also just parked, why did he yell at you?

I'm confused.
cosmopolitian10648 on 2011-07-21:
Wow, I can believe it! the people who work for comcast are rude! They never have any specials and are always trying to get their customers to pay more and more for less channels etc.
Skye on 2011-07-21:
They have a special running right now. HBO or Showtime for $9.99 for the next six months. Then it goes up to $19.99 a month.

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Comcast left a huge hole in my wall!
Posted by on
PLANTATION, FLORIDA -- My husband and I were doing some re-modeling in our home. We needed Comcast to come put a new cable wire in because we moved the TV to a new area of the TV room. This move of the TV required them to put a new cable wire in through our attic. Though we were very specific in making our appointment, the first three workers for Comcast came to our house on three different appointments and each one said the same thing, “Oh, I am not equipped to do this job, you need a subcontractor for this because only a subcontractor can go into your attic.” Each of the three workers claimed to make a new appointment for us with the proper subcontractor, but no one showed, and we had to call Comcast repeatedly. Finally, the fourth subcontractor who showed up did the job(complaining all the while about having to go up into my attic!) The only problem is that he left a FIST SIZED HOLE IN MY FRESHLY PAINTED WALL!!!! And the hole in the wall wasn’t even in the room where the TV is! By the time he left my house, I had a hole in my wall, and my cable was not only out in all of my bedrooms, but of course in the room where he had installed the new cable; therefore, requiring us to call Comcast another three times in order to get them to send out there fifth worker who finally got our cable up and running.

Since then, my husband and I have called Comcast repeatedly in order to get them to repair the hole in the wall to no avail. We have both spoken to customer service reps, supervisors etc… only to be told that they were sorry and that someone would call us back to make an appointment to fix the hole in the wall. Have you received a call from them to fix my wall, because I know we certainly haven’t!!! They admit that there is a problem, but drop the ball when it comes to calling us back to set up an appointment to fix it.

After all of this garbage, not to mention the fact that I had to stay home from work on five different occasions waiting for Comcast to come, they have sent us two letters via mail stating that they were sorry for the inconveniences, so they gave us free X-Finity for three months (which we don’t even know what that is), and supposedly we will be receiving $20.00 off of our next cable bill. Never mind all that, WE JUST WANT THE HOLE IN OUR DINING ROOM WALL FIXED!!!!!!!!
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BEJ on 2011-07-20:
Since he is a subcontractor/ independent contractor and not an employee of Comcast, you may have to go after him and not Comcast to repair you wall.
Slimjim on 2011-07-20:
BEJ, that would depend on who the poster actually paid. If a check was made to comcast for the work, then Comcast has to get this fixed as the transaction was solely through them. If the Contractor was paid in his/company name, there may be some debate, but not much IMO. If Comcast sent him, then they still are the ones that should be sending up someone to fix the wall and work it out with their sub later between them.
madconsumer on 2011-07-20:
from what I understand about comcast installers, if a home owner wants custom installs, they are required to hire their own contractor. comcast installers are directed to install any wires in the most direct shortest route from the box to the telley.

when I had my services installed, I did the install myself so I could get a custom install. the tech that connected the service said that was the only way.
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Feel "free" to complain...but I won't.
Posted by on
I have had nothing short of excellent service when dealing with Comcast Cable. I currently take advantage of the Triple-Play package for around $155 per month, taxes included. With Comcast, I receive nothing but great telephone, internet, and HD cable service that is never slow, interrupted, etc...

My experience last night only further bolsters my loyalty to the company. Under my previous package, which was void of HBO, Showtime, and Cinemax, I often saw certain programs on the guide for those channels that I really wanted to see. Not that I wasn't happy with my current Starz and Encore channels, but they just didn't offer the movies that my family and I were yearning to view. So I decided to call and upgrade.

I asked what kind of specials, packages, pricing they had available. The customer service representative (CSR) was polite and patient. She incurred a problem with the computer codes and such, and informed me that she could only activate 2 out of the 3 channels. As a result, she offered those two channels free for 6 months, and the 3rd for only $10 a month whenever they fixed the glitch and activated it. She puts me on hold for a minute or two, and then comes back to tell me she had a supervisor assist her with the codes, and that they were able to get all three channels activated the same night. Oh well, I was awfully close to those 6 months of free viewing. Now I suppose I'll pay $10 a month for each one...wrong!

She tells me that since it was their fault for the technical difficulties (what difficulties? I was only on the phone for less than 5-minutes!) that they would give me ALL 3 channels free for 6 months, and then start charging me the $35 per month for them combined. (HBO is actually $15 per month). I was beside myself with disbelief and gratitude. They had done nothing wrong, but instead just had 2-3 minutes of difficulty inputting numbers, codes, and so forth. And in return for my patience, they rewarded me with 6 months free for ALL of them! A pat on the back to Comcast for reaffirming by belief that good customer care still exists in some small parts of the world.
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Anonymous on 2011-06-25:
As MRM would say, "Keep hope alive"!
madconsumer on 2011-06-25:
I have had 100% satisfaction with my comcast services.

great review.

very helpful!!
DebtorBasher on 2011-06-25:
Movies you were yearning to view?

I crave all the time, constant craving...but I haven't yearned.

LadyLyrics on 2011-06-25:
Maybe a great magnet pulls
All souls towards truth
Or maybe it is life itself
Leads wisdom
To its youth

Constant craving
Has always been.

Anonymous on 2011-06-25:
Thanks DIRM, I read your letter but after I saw how much you are paying, I forgot about the other details! We've been with comcast for over 5 years. In January 2008 (I only remember because it was around 2 weeks after my daughter was born that they came out and installed the phone line and gave us new equipment) my husband called and said we were switching to satellite TV and they offered him triple play for less than what we were paying for just cable (no movie channels, no HD) & internet. I want to say it was for $130-$150 a month and now its up to $220. I'm going to make him call on Monday and see what they are willing to due to keep us as customers :)
Alain on 2011-06-26:
Yay! A Comcast review that doesn't look like a form letter and doesn't have a full name and employee # attached to it! (Okay, I admit, that's one of those things that annoys me.) Good review. We've had Comcast for a couple of years and they've always done right by us, too.
Nohandle on 2011-06-26:
*At $190 a month, they should come and change the channels and answer the phone* That one stuck me as being hilarious. How about scrub the bathrooms while they are here as well?
jktshff1 on 2011-06-26:
I've always had good service with Comcast..good review
NickL11354 on 2011-06-26:
I pay around $160 for this triple play package that includes a $65 discount. Except for STARZ I receive no premium channels and maybe 30 HD channels at most and On Demand movies aren't available unless I upgrade to HD Premier which would cost an Additional $105 a month on top of what I am paying.

Even Cablevision (Optimium Online) was a better value than Comcast.

I did several times to call and try to upgrade. Same answer, 'nothing available' -- if I become eligible for a promo a notification will be mailed to me. I received nothing in over two years with Comcast
ok4now on 2011-07-14:
Regardless of the price, package, promotion, service etc. understand one critical difference. You just paid big bucks for that new H.D. television and want the best picture. This requires a H.D. cable box(s) which you will pay extra for. Both Comcast & Verizon advertise a Fiber Optic connection (the best) which you will need. This is where Comcast lies. True they do have Fiber Optic cable lines to the pole. After that the signal is degraded using an old copper line to your home. This saves them big bucks but it is not a true H.D. signal. Verizon FIOS does it right with pure Fiber Optic right to the cable box. The picture quality is outstanding. I previously had Comcast and Verizon smokes them with true H.D. quality. Understand what you're paying for.
trmn8r on 2011-06-25:
At $190 a month, they should come and change the channels and answer the phone.

Excellent review.
Anonymous on 2011-06-25:
Do you have HD channels DIRM2011? We are paying $220 a month for triple play--no HBO, Starz or Cinemax but we get HD channels. Since you were paying almost $70 less, I'm wondering if my husband doesn't need to call & threaten to switch to Direct TV again so we can get a better rate :)
Excellent Review! We've always experienced good customer service from comcast!
trmn8r on 2011-06-25:
DIRM says above that he has HD.
Anonymous on 2011-06-25:
trmn8r> Thanks for also reaffirming my belief that other members "actually" read what I have to say...lol!

samanthasmom> I would definitely look into it. It seems as though you may be paying too much. But then again, it may also depend on "when" you signed up. As they often run specials and promotions at different times of the year.
Anonymous on 2011-06-25:
For the sake of anonymity, I deleted a post about my sister. I hope you can all respect that and don't misinterpret it the wrong way.
trmn8r on 2011-06-25:
OK, I remember someone posted something about their sister, but it is gone now and I can't remember who it was. I guess they want to remain anonymous.
Anonymous on 2011-06-25:
Thanks brother.
DebtorBasher on 2011-06-25:
Nice to hear the 'good' side from a customer!
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Now I Remember Why We Went To Satellite
Posted by on
BREMERTON, WASHINGTON -- We had Comcast when we lived in Tacoma and they sucked so badly that once we moved we switched to DirecTV. Sadly we moved to a place where we were unable to receive satellite service so we had no choice but to go back to Comcast. We were getting just the basic converter box cable and wanted to "upgrade" one of the rooms. Now we get this "new" box hook everything up properly and can't get any channels past our local channels.

Called customer service and got no real help, only to be told we have to wait two days for a tech to come out to "fix" the problem. Some upgrade. Now I remember why we left Comcast in the first place.
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dan gordon on 2011-03-15:
as someone who had dish and just started with Comcast you'll be much happier. I know the 'bar' for cust svc is low but with Comcast you get an office to go to with people who work in the USA. You don't have to have a contract, be on autopay, or pay $129 to have someone fix a problem.
Venice09 on 2011-03-15:
They are going to help you. You just have to wait two days. Patience is a virtue.
Starlord on 2011-03-15:
When we moved to Washington from Arizona, we went from DirecTv as the first address we lived at could only get Comcast due to trees bloking the southern sky. To get what we have with Comcast, we'd have to sign up with Qwest to get the bundle of Qwest phone and internet and DirecTV. No thank you, I'd never go bck to Qwest. Not aftr having them for so long in Arizona. We get service out of the Olympia office of Comcast, and the service has been excellent. The very few problems we have had have been very minor, and have been fixed with a smile in short order. Don't be so impatient, Comcast is extrmely busy, with all the people coming over from satellite. Two days is not going to kill you. Relax, you'll get an ulcer.
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The Cable Is Out
Posted by on
ORLANDO, FLORIDA -- Almost 2 years ago we moved into an apartment complex that has an exclusive contract with this company. I knew I was in for trouble when within the first week of installation I had to have them out 3 times. I ordered and upgraded package with DVR and came home the first night to find they had given me basic cable only but had taken the first month payment. The second trip he installed only a standard receiver. Finally trip 3 everything was good. However since then I have had 5 DVR's because the hard drives go bad on these refurbished pieces of junk. Even when you request a new one they won't give it to you. The cable service is frequently out for hours on end. Recently they announced that you needed a converter for even your basic cable and they send it to you in the mail. However if you have any problems with it forget about calling for help since customer service has no clue about this thing. The icing on the cake was when I disputed a bill for over $1600.00, Put my dispute in writing and they still disconnected the service even though they are researching the dispute. They informed me it is their prerogative to suspend service at any time they like. So much for collection laws, apparently they are above this law. We installed Direct TV and from the initial contact to the installation it was a totally different expErience. Next day installation, 3 follow up calls and a remarkably better picture and a fraction of the cost for monthly service with more channels.

Both my husband and son were skeptical but by the end of the first night both were stating we should have done this sooner. When I requested Comcast to come get their equipment they did not even question why so they are not at all interested in keeping customers. Keep running your anti satellite commercials Comcast since this put the thouught of change in my head and I can deal with a little outage due to rain but can't deal with your hours long outages for really no good reason an no apologies for them.
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Alain on 2011-03-13:
I get the feeling from the all caps and previous comments that you really don't like Comcast. http://www.myfloridalegal.com/complaintform.pdf
madconsumer on 2011-03-13:
I have been with comncast for over 10 years, never had any issues. the techs arrive on time, are friendly, and perform their work perfectly, and right the first time.

sounds like the apartment complex has some issues maintaining the connections.
Anonymous on 2011-03-13:
Comcast is much better than Verizon. I haven't had any problems with them in the past 5 years.
tnchuck100 on 2011-03-13:
What was their justification for a $1600 bill?
Anonymous on 2011-03-13:
Sounds like the OP's issue lies within the wiring of the apartment complex, since they stated that the Direct TV tech also made 3 follow-up calls.
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Excellent Customer Service on Computer Problem
Posted by on
I am 77 years old and was having trouble with my Comcast service and don't know much about computers and was fortunate to reach a very helpful and patient young woman in Arizona on the phone who spent 30 minutes with me working through the problem with my new internet connection. I can't tell you how much her kindness meant to me. I wish I could compliment her by name (it started with "T___") because she made a big difference in my "sanity" working through the problem. At my age we are not as sharp as we once were (before computers!!). I live in Texas City, Texas and spoke with her around 6:00 p. m., Sunday, February 6, 2011.
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jkalin on 2011-06-21:
Recently received service by Justin at Comcast and was extremely impressed with his ability and concern for my problem. This technician is a gem and knows how to handle his work!
Bridget Dewolfe on 2011-11-28:
I am very unhappy-put CMT back into basic package
Nadine Mac on 2014-03-15:
For a short time I had Comcast service for my television. After my husband died, I made a lot of bad choices
John on 2012-05-30:
It has been years since I have felt ANY satisfaction with Comcast!...TODAY, one extremely patient and knowledgeable young lady from out in Western Texas has changed that poor opinion to a very pleased and happy opinion! A young lady , ID#34377, is by far, the best coustomer support person I have EVER had the experience of working with to resolve my wireless issues. I truly hope the Comcast Brass are reading this post, and further reward this young lady for her kindness, professionalism, patience, and efficientcy of handling my issues! Do you hear me Comcast Suits?? I would be happy and proud to have an employee like her and hope you do the right thing by her. Once in a blue moon these days do you run across a decent employee, in spite of the business culture and bureaucratic nonsense, who truly shines and DOES put the company and customer first. This is an exceptional employee and has for the very first time dealing with cable, satisfied my issues and made me feel like I'm a customer who matters. Thank you Keeta!
Chris on 2013-01-31:
I was helped by LOIS today at Comcast. She is pleasant, patient and very knowledgeable. She helped me resolve a problem I had been having with my cable in a matter of minutes, then asked if she could help me with anything else. Comcast, consider yourself lucky to have her as an employee!
Richard on 2013-02-27:
Customer satisfaction is personified by a young lady named Pam. She works in billing and she should be recognised and treated as a shining star. Granted, all of your people do the very best they can, no complaints.
Pam works for Mr. Dan Bishop, who should be proud to have such an asset in his group. She is beyond all expectations. I told her she deserves a huge raise! Throw in a corner office company car and expense account while you are at it. Great job Pam!
doug on 2013-02-27:
A long while ago a lady named Sherita Helped me BIG TIME..I never could find how to get a thank you e- mail to her..hope she sees this..God bless ya..Doug
Alem on 2013-04-03:
I had an email send/receive issue for few days. I was unable to get help on two or three days in row contacting over the phone. some were reading a script non stop with exaggeration..most of them were taking a lot of time to read a manual and most of all they were unable to solve my problem.
some of them were hard to understand what they are talking about because of their heavy accent.
whenever they can find a way,
They were referring me to different departments and to the "high level problem solvers" for a fee and they didn't know why they have to charge me too.
However, few minutes ago I contacted a Comcast member online help chat room, known as operator ID is YvonneRCBU. she/he took the time without noncontinuous manual reading and repeat-ion to help solve the problem. I wish Comcast has many operatorsas YvonneRCBU.
Dolly Alexander on 2013-05-16:
I would like to compliment your employee, Eugene Yuri, employee #213-52 for the excellent service he provided on 4/24/13, for my cable. After being on the phone from 3:00 to 5:00PM, and talking to several people, upon being connected to Eugene, the problem was fixed in minutes. He knows his job! BRAVO! I hope he gets this thank you!
Ladonna Battle on 2013-06-13:
I would like to compliment your employee Jocel who is a supervisor with your company on the chat customer service. I had previously set up a payment agreement and my services was still cut off. I was not able to make any arrangements because it showed that I was already suspended. I currently go to school online and desperately needed my services. She was able to reconnect my services for seven more days. I had spoken with serveral people and no one else would help me. I thank Jocel she was truly a life saver.
Marsha Caraway on 2013-08-25:
I spoke with a representative by the name of Tiffany who handled my call to completion concerning my internet and phone outage. She was kind, patient, understanding and friendly. She also adjusted my account for my inconvenience. I hope she is a valued employee. Thank you again, Tiffany.
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Comcast tricks
Posted by on
MEMPHIS, TENNESSEE -- I was having trouble with my service. My cable box was screwing up. So I called Comcast and told them, they said lets refresh the box with no fix. The Comcast representative said let me send a representative out, I said wait. I called my father who was a communications expert to check out the problem. First he unhooked the box and hooked the cable direct to the TV, the picture was fine. Then he hooked up a expensive piece of equipment between the box and the cable, results were possible fraud. So he had me call Comcast to have them refresh the antique cable box they gave me. My dad said the signal they were sending to the box was not showing. The representative wanted to again send a tech. out. My dad said to not do it till he did something else. He check the box out and it was fine. I was being lied to that they were the cause of the problem. If the cable worked direct then it is the box or the signal they send, my dad said since the box was fine, just old and week. Comcast was interrupting my signal so I would call in and they can send out a technician and charge me a service fee of 29.00 That they do not mention till after. After talking to a few of my friends that used Comcast before had the same problems. The lies, fraud, old equipment and reps. that have to deceive the consumer or look for another job. I dropped them like a bad habit and, called the FCC they told me that if everyone had problems with cell phone and cable or sat. would call in to them and report the Company's They could and would and are waiting to be able to resolve the issues. Comcast has a bad bad rating, worse than AT&T. Call the FCC Please don't sit on your problems unless you wish to continue to pay for the problems.
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madconsumer on 2011-01-09:
service calls for cable issues are covered with zero charges. perhaps your old cable box is not digital, and your telly is, therfore the signal would be poor.
Skye on 2011-01-09:
They are only covered if the problem is with Comcast's equipment. But if it's something in your home, causing issues, you will be charged for a service call. We took out the monthly insurance fee, that costs $1.10 per month. If a tech has to come out, regardless whether the problem is Comcast or something in your home, you won't have to pay. Comcast sent out last year a new listing of service charges, and for a tech to come to your home, without this insurance, it's $40.00 dollars.

Tell Comcast you want a new box. They will ship it to you, free of charge. Then when it arrives, you'll have to call them to activate it. Just make sure you write down the serial number of the box that you are returning, because they are notorious for saying they did not receive returned equipment.
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Incompetent Unprofessional Customer Service
Posted by on
Example of customer service to date. Below is email I sent to corporate_communications@comcast.com. Then after I ask them to research I had to go ahead and do another email to tell them what happened. Overall, I have just wasted so much time and energy to get my issue resolved. I can't believe this company is handled the way they are and the CEO and VP's get paid no matter what. They need to find people that are more competent to run this company.

1st Email:


Brian Roberts - Chairman/CEO
D'Arcy Rudney - Senior Vice President
Jennifer Khoury - Senior Director of Corporate Consumer Communications


I'm writing to you in regards to your customer service and lack of professionalism. I have had nothing but stress and aggrevation with your company. I'm trying to have service set up for my family and the amount of time I have wasted is uncalled for and not acceptable. All my problems started on 09/17/07 and as of yet, we have not had the service we requested.

Never in my life have I experieced the worst customer service. I have heard nothing but negativity regarding Comcast services and have experienced this first hand. The lack of knowledge your employees have is a disgrace. Call waiting time is ridiculous. I was told calls are dropped because it takes to long to input information into your systems. No return phone calls even when I was told by your supervisors this would be done.

I ask for an explanation of why your company is being handled this way. I want to know what is going to be done to fix this problem. I want all calls pulled and representatives/supervisors who worked on my family's account to be made aware of the problem's they have caused starting from day one. The problem's I have experienced should not be happening to anyone. I need to have answers. No company such as yours should be in business. If it weren't for my job and area I live I would not have Comcast to service me. Your company is a disgrace. I have researched and found so many complaints toward Comcast and from what I can tell, everything is being ignored. You people are being paid for what? Get your job done right or find someone else who can manage this company better. Your employees need training on what should and should not be said. Others need to be trained fully in order to speak to a client. Hold time is absurd and dropped calls are a problem. Your clients have to explain one situation at least six to seven times to different analysts without resolution. Even speaking to a supervisor has empty promises. I have nothing but one let down after another. Again, this is unacceptable. I expect answers and am looking into further to make sure my complaint is heard. I have all the dates and full detailed explanation of every incident I have dealt with Comcast. I am so outraged and tired of having to explain the problem's I have dealt with. If you people know how to do your job you will have all calls pulled and names of representatives/supervisors dealing with my family's account. If I need to do your job for you, of course, I can go ahead and waste more of my time to tell you how horrible your company is. My job itself deals with customer service and I could never imagine letting one of my clients go through what I have gone through. My clients are treated fairly. Any issues or problems are handled approprietly and in a timely manner to make sure they receive the best customer service and satisfaction they deserve. Your company for being as well known as you are still has a lot of work ahead of you when it comes to customer relations.

XXXX XXXX ( Daughter of XXXX XXXX)
(860) XXX-XXXX

2nd Email:

Sept 19

First phone call on hold for 20 minutes before anyone answered. First analyst put me on hold 3x and didn't really know what she was doing. I had been on the phone with her for 20 minutes. After 3rd hold my call was dropped and redirected to another area. I had to explain my whole situation from the beginning. I found out as well that the I needed my father's social security number before I could do anything. I was already irate at the fact the first analyst never told me this and it was almost 10:00pm. I questioned the analyst regarding holding time and my call being dropped. He indicated to me that because there is so much information to put into your systems sometimes calls get dropped due to length of time. Your employee's need to be trained on what to and not to say. A supervisor was put on and I advised her of what had already happened to me. This is almost 1hr into this phone call with nothing resolved. She stated that what happened to me never happened before. Again, previous analyst had the slip of the tongue and told me otherwise regarding dropped calls. She lied. I've experienced this in the past with amount of time wasted to get a request done and have heard nothing but negativity when it comes to Customer Service. She indicated I could continue to complain but it wouldn't get me anywhere or resolve anything. I asked her if I was wasting her time? This was the wrong thing to say to me. She stated that she would have someone call me the next day at my convenience and to make sure I had what I needed to completed my request. I told her I needed to be contacted after 8pm on 09/20/07. I was not going to take anytime from my work schedule to deal with this matter. I had asked her also if she could find out who the first rep I spoke to was. I was told that nothing could be found on the system. Overall, 1 hour on phone with nothing done.

Sept 20

This is an escalated situation and I was advised on 09/19/07 someone would contact me to resolve my problem. No phone call.

Sept 21

I called Comcast from work early in the morning. I explained how upset I was not getting a phone call. I didn't want to waste anymore time and needed to have someone contact me this same night. I was told a supervisor would call and handle. I also found that the first supervisor I spoke to on the 19th indicated she could not find the person's name I had dealt within my first 20 minute conversion. I found this really hard to believe that you systems would not have this information. Come to find out, the analysts name was Daniell. Your employees try to cover up as well for each other in your company.

Later that night, I did receive a call and spoke to Kim and was helpful and understanding. I advised her that I wanted my request to be handled as quickly as possible to avoid wasting anymore of my time. At first she indicated that she needed authorization from my family to take a service request from me. Again, I was very upset that no one advised me of this as well. Kim in turn was able to override this and had me complete a third party verification. Before this, I had already explained what I needed for my family and to have an appointment set up. An appointment was made for Thursday, Sept 27 between 12-4pm.

Sept 27

Waited for Comcast to arrive from 12-4pm. At 3:45pm I called to find out about the delay and wanted to know when service was going to be done. I was told the order was canceled. My family and I were very upset at this point. We were never advised of this and wasted our time once again. I told the analyst I wanted someone at the house on Friday. The analyst I spoke to on this day told me we would have a call within one hour to resolve this matter. Once again, no phone call after one hour. I had to call again. This time I spoke to Blair #40188. Blair was very helpful and understanding of the situation. He took down all the details in regards to the unresolved and unacceptable issues that have been occurring. He told me that he couldn't guarantee service on Friday but I would receive a call within 24 hrs. He issued a ticket for me # XXXXXXXXXXX.

Sept 28

As if matters could not get any worse. No phone call received from Comcast again. I had to call and find out what was going on. The representative I spoke to, Linda, knew this was an escalated issue and I was advised Bruce-MGR would call me back within 5 minutes. He did return my call and I stressed how aggravated I had been with Comcast employees and customer service. He indicated that Comcast was coming on Monday, October 1st. I questioned whether someone was going to call and advise of this or just assume we knew like our cancellation of service we were never told amount for our appointment on 09/28/07.
I had indicated to one analyst that I wanted a call from the CEO or VP of Comcast. I was advised that this could not be done. I questioned if there was a way for me to contact them or were they unreachable? He told me they are unreachable and no one could contact them. What type of company is this? I'm trying to get down to the root of matter and find out what the problem is. What I'm finding is not acceptable and so far, no one cares.

This whole thing has been nothing but a horrifying experience. The amount of time wasted and lack of customer service knowledge is absurd and unprofessional. I'm trying my best to explain all my frustrations but still don't feel that I'm getting the point through. Never in my life have I dealt with such incompetence. I have researched so many complaints similar to mine and your company is still no better.

Again, I have had to do your job for you and repeat everything that I have gone through. Putting it into words does not justify what I really had to deal with so I've explained everything the best I could. I'd gladly except a call from your CEO or VP's of Comcast but I know no one would dare attempt this. I'm just the average consumer that you people don't give a damn about as long as your company gets paid and hires people who can't handle their jobs.

Now tell me, again, what does your company plan to do about this? I want answer's. Or, do I need to repeat my self another 10X before anything gets done or resolved? Can someone please handle and do their job right the first time?

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DigitalCommando on 2007-09-29:
Jeana, remember when you write a complaint letter that you want to get that person on your side. Your letter requires wading through a long list of attacks before the actual problem is stated, and it is far too long. These can inspire them to not help you. There are several books on how to write an effective complaint letter. Read one of these as it will help get the results you want in most cases. Waiting on hold for long times is a pet peeve of mine also but you can soften it up a bit by reading a book, doing a crossword puzzle, etc.
Anonymous on 2007-09-29:
Well said, DC!
madconsumer on 2007-09-30:
I never did see/read what the issue was. again, short and sweet is best. comcast sub-contracts all their outside customer work. if this issue was with installation, then it really is with the contractor.

this appears to be a northeast comcast issue. I have used comcast for a long time, and have had zero issues.

Ponie on 2007-09-30:
I think the perceived problem is summed up in this one line from the complaint: 'I questioned whether someone was going to call and advise of this or just assume we knew like our cancellation of service we were never told amount for our appointment on 09/28/07.'

I pick up that service was disconnected due to nonpayment of bill. And you really expect to have a VP or CEO of a large corporation call you? If they finally restore service, make sure you pay your bills when they are due.
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Repair and Service
Posted by on
AUGUSTA, GEORGIA -- This is a copy of the fax sent to corporate.All Reference to names etc, X'ed out.It is now 7 Feb still no contact from Augusta or Corporate and Guess what Packet loss still,speed slower than dial-up And no line crew seen in the area by the neighborhood watch homes or retired families in the area.

From: The XXXXX 18 January 2007
Account no. XXXXX
Augusta. Georgia 308XX

To: Comcast corporate
1500 Market St.
Phil. PA 19102
FAX 215-981-7790

To whom it may concern:

My high speed internet and cable TV service was ordered on 3oct.2006 and installed by a contractor for Comcast on 5 Oct 06 at that time the tech. informed me it couldn’t be done because there was a pc problem. I informed the tech that I am a certified. IT security specialist there was nothing wrong with my PC.The tech then went outside for a while then came back and informed me that he would have to cancel the job and that I would have to call Comcast to come back to install the internet service because he didn’t have very much cable on his truck and that he also couldn’t access the crawl space under the house. I then walked to the side of the house and slid open the skirting then walked over to his truck pointed out to him that he had at least 10 ft of cable to do the job. He completed the job after approx.3 hours.

My internet connection speed has never been consistent but packet loss has been .Packet loss was 80-100% So I called support at 706-733-7712 and the 1800-Comcast number on 8 Jan 07 numerous times and could not get through so I called 9 Jan 07 and after a 45-50 min wait talked to CSR she verified 68% packet loss of 50 sent and 90% at a hundred sent she then placed an order for three days later (11 Jan 07)

On 10 Jan07 Comcast Augusta, GA. polled the modem with an 80% and polled 4hr.-24hr.and 7 day history and verified a good few drops

On 11 Jan 07 I left from North Carolina early to be at the house and meet with the Comcast tech. At approx. 10:00 or 10:15 am. I received a call from a person stating he was a Comcast tech. and he could not find my address and that he might have to cancel the job? (Famous words) I then told him to stay where he was I would come and get him This was approx. at 10:30 I found him at a gas station and noticed that he was a contractor for Comcast. .I then had him follow me to the house. When he came in he was preparing to swap out the modem without checking any thing outside or any thing on the PC. I asked him if he had a signal meter So he went outside to get his meter. In doing so I noticed he didn’t have any kind of latter or shovel just basic tools and supplies just thrown in to a storage container in the bed of his truck. When he came back in he didn’t seem to know what to do So I showed him how to access the CMD prompt to check for packet loss and verify ip address and how to check the modem stats using ( snr:33.6db at 513.250 mhz, fwr:-6.2dbmv,return at 26.5dbmv at 31.0 mhz.I then gave him a tour and showed him the rg-59 outside at the house box also the compression fittings inside and out where the center conductor was protruding ¼ inch past the fittings I also pointed out the dielectric was !/4 inch inside the fitting and not flush (suck-out) The contractor then stated you seem to no a lot about the internet .I then informed him of my back ground . He then went out to his truck and called his supervisor after 10 min approx .He returned to me and handed me the phone. The supervisor ask me what the problem was not is. And then came the BS….I shared with him (fore- mentioned.) and my back ground .His attitude changed toward me and stated he was sorry and that my internet would be working before the tech .left He then asked to speak to the tech. I went back in and the tech. was outside for a good while he came back in and said he would have to re-sch .the job because he couldn’t access under the house (more famous words) I showed him how to assess the crawlspace and where the house box is. {which I had to open).I left him alone again He replaced the rg-59 with a new rg-6 and also replaced the connectors inside and out he came back in to have me sign the work order he then got into his truck and started to leave when I asked him if he balanced the modem he didn’t know what I meant .And if he closed the house box (he forgot to).after he closed the box. He soon departed faster than he came. After he left I looked over the work order again and noticed he wired 2 outlets he did not. In the associated check list column he had checked cust. Ed handout which he didn’t and that he had performed a drop certification??? No ladder to access the Tap at the pole. And the time on the work order was wrong displaying 55 mins of work time instead of close to 2 ½ hrs.

On 11 Jan 07 same days Ms.XXXX came home and pointed out to me the skirting on the entire side of the house was thrown on the ground and the cable that was replaced was not buried aprox 6ft and was exposed through the fence. I then reset the skirting. While I was doing this Ms.XXXX came out and told me the internet was out. (Go figure send out an install contractor with No tools and No PC knowledge to do a service order). Who routes Comcast work? And is there any training required other than a driver’s license?

On 11 Jan 07 same day I called Comcast Augusta 706-733-7712 after another long wait A CSR answered she was rude first off I then explained to her the problem She stated your problem is “not” my job I’ll have to transfer you she did she hung up I then called back and asked to speak to a supervisor . A CSR supervisor came on the line I informed her of the problem .She was very nice but again she had to transfer me. I was sent to a voice mail. Which I left a message I then called again this time I wanted the number to Comcast corp. to make a complaint I was informed By the CSR that know one there has the address or the phone number to corporate and that she would transfer me to a different supervisor again voicemail I left a message called it a day after 3 plus hrs run around.

On 12 Jan 07 (am) no word from any supervisor I called Again this time I was told it was a contractor issue and they transferred me to the voice mail of a Mr. Kenneth XXXXXXX I left him a brief message of the problem and the address, home phone number and cell number

On 15 Jan 07-17 Jan 07 again packet loss every day 60% to !00%

On 17 Jan 07 (pm) called to set up a service call again. Can’t contact a supervisor, and no return calls from any supervisor. I set up a time for a service call for 18 Jan 07 and told the CSR please note on the work order do not send a contractor or I will have to cancel my service and go to DSL and a Sat system (speeds are slower but consistent and better customer support thus far)

On 18 Jan 07 no show no call from 0730-11:30 am from anyone from Comcast (time frame has been missed!). At approx.12:25pm same day received a call from D A Tech.706-4XX-XXXX confirming my am service call? (Just a little bit late wouldn’t you think?) I asked if they were being sent for the service call she stated yes I then informed her I requested a Comcast tech. I thanked her for calling and that I was going to call and cancel my service she asked me not to cancel the service she would call Comcast. At approx 12:35 pm I called Comcast after a 30min. Wait A CSR answered and I told her I wanted to cancel my service( finely I’m speaking to nice person I wish I could have taken down her name) she showed concern and asked me not to drop Comcast service .She asked me to hold and she was back with me very fast! She talked to dispatch and informed me that there would be a tech from Comcast sent in the pm. and that she gave me service credit and credit for the contractor missing the appt.

At 1600 hrs a Comcast tech. # XXX called to say he was on the way at 1639hrs he pulled in to the drive way as he said he would (he met his time frame) He informed me on everything he was doing He checked the PC all the levels from the tap ground block and the modem .During the check he found leakage from the tap to the house he went under the house and at grn block and found the leakage one of the connectors (very bad suck-out) and 5 inches from the same connector crimp in the cable to the point of just breaking the center connector. All from one of the contract company’s ether CTIF tech # 464 from the first install fore mentioned or DA technologies tech # 318 from the service call on 11 Jan 07.Tech.# 223 also called his Supervisor XXXX and informed him of what he found and that a line tech will be needed to check for the second problem on the main line. The tech a Mr. XXXX # and his supervisor should be commended they were polite, professional, and Knew there jobs. And I will keep my services awaiting the line tech hopefully Comcast tech! As far as the rest of the crew I think this letter sums it up. (Slack) I had planned to switch over to your other digital and mostly your phone service but even with battery back up I fear that any 911 needs would place this home in peril.

Thank you,

Contact information on file
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MRM on 2007-02-07:
Thank You,toby2, for sharing with us your very informative review. I, myself, am a certified PC technician and I have learned a lot just from reading your review with regards to networking. I don't think that particular Comcast tech was not fully qualified for the job. You were like an instructor teaching a student...
voiceoff on 2007-03-30:
Good post. Not all tecks are alike just as not all Drs are alike. Some know more and are willing to do more than others. Being persistent is a great trait and usually pays off.
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