Comcast Xfinity Review

WOODBINE, GEORGIA -- Tuesday 28 April 2015, a technician arrived to troubleshoot the loss of reported failed channels. Before his arrival two of three channels had been restored remotely. The technician was unaware the reported channels were missing on all TV sets in the house. When replacing the LR TV coax connector and observing the signal was not restored, he was surprised. I asked why he replaced that connector as the report I made stated it was a loss to all TVs, not the LR set. He replaced numerous coaxial connectors, and talked to someone several times, but did not correct the fault or identify where the fault existed.

When I received an automated Comcast call requesting a performance rating, my responses triggered two responses; notification a supervisor would be calling me to discuss the work and I was asked to give an oral report via their message system. No supervisor ever called, as promised; perhaps my oral report emphasized the technician was improperly trained... but not why his supervisor could not lead him to understand how to use his equipment. I requested the technician compare other signals to observe what the strength of the missing channel should have, to no avail.

Thirty six hours later, I called to ascertain when the next technician would arrive to conduct troubleshooting, I learned the earlier trouble ticket was cancelled without repairs being completed and without my consent or knowledge. I initiated a new ticket. Saturday, 2 May 2015, a different technician arrived and immediately identified the fault was off my property entirely, and was isolated to the amplifier for the entire subdivision. Exactly what I reported to both technicians, as the most recent other faults had been isolated to that equipment. This technician was quick, efficient, accurate, in short... perfect.

He explained he could not perform the repairs as his department had separated those duties to more senior personnel. The repair now fell to the maintenance group. The next Tuesday, 5 May 2015, I called Comcast for an update. Again, someone had cancelled my trouble ticket. No new ticket for Maintenance group repairs had been created, until I promoted them to issue a new ticket. The fault still exists, and IMO, no trouble ticket should ever be cancelled until a new ticket is issued and the customer is apprised of the shift to the new ticket... along with scheduling a repair timeframe.

In this case, my presence is not required, as the technician can observe the loss of signal before repairs and the restoration of a signal at the remote repair site itself. Despite being told a supervisor would call me via automated message once and twice by live agents, no such call was made. We have an answering machine, should I have not been available. I have spoken to supervisors twice in the last 15 years while at this location.

WOODBURY, MINNESOTA -- In Jan. of 2014 we signed on with Comcast for cable TV/phone/internet. They were offering a two-year "special" (with a cancellation fee for the first year) and, per my request, our sales representative wrote on our Purchase Order exactly what it would cost for the second year. Immediately our bills were way too high, but after my husband argued with them, they dropped down to the agreed amount. But after the year was up, sky-high went the bills again.

I requested a better copy of our signed Purchase Order with the rep's notes, as our customer copy wasn't totally legible. This seemed like such a simple request, which any decent company would comply with. I made multiple phone calls and got multiple stories - the Service Order had been archived; it no longer existed; if we went to our local Comcast store, they would have a copy for us.

I went there and was told it had been scanned and shredded. I asked for a copy of the scan. I was yelled at. I called my husband and the "Customer Support" person yelled at him on the phone. She said, "Our sales reps promise this stuff all the time, but we can't make any money THAT way!" When she finally looked at the Service Order copy I did have, she said she could see there was more writing on it, and she would talk to her supervisor and they would call us the VERY NEXT DAY to reduce our bill to what we felt it should be. She insisted on shaking my hand. No one ever called.

I filed a Complaint with our state Attorney General - merely asking that Comcast provide us a better copy of our Service Order and then abide by it. Then we received a copy of an "Agreement" from them in the mail. It claimed we had "requested" this new Agreement, which locked us into a two-year contract with a large cancellation fee.

Yesterday we received a call from a Comcast representative (she only called because of the AG Complaint - plus we had complained to our local cable franchise office). We recorded the call. She said that on the date I had been in their store, one of us asked for this two-year contract. That is hogwash. But to make things worse, she insisted that this "Agreement" had then been verified with us over the phone by their "3rd-party verification vendor."

Neither of us has ever taken a call from such a person (and, no one else lives here…). When I asked her which one of us did that, she said WE should know that. When I asked for proof (like a recording?), she said they would not give us that, and we could take them to court.

We are now giving up cable TV (they're the only provider here), and switching our phone/internet company. The representative threatened a cancellation fee. I have a feeling this isn't over yet. I cannot describe how stunned we are by all this. The Comcast store promised me a refund of the overcharges, but I know that will never happen. But if they try to charge us one more penny, we will be in Conciliation Court. Also, thank you to our state Senator Franken who was instrumental in today quashing the Comcast/Time Warner merger. This company is already w-a-y too big for its britches.

MIAMI, FLORIDA -- I change my provider to Comcast, expecting to receive better services. Requested the disconnection of my existing service the day that Comcast committed to install Xfinity. They came on a Friday, but were not able to install the services as an outside wire needed to be installed. So they committed to work on the wiring required and on Tuesday they sent a Technician to install the services inside the home.

The technician could not install because the outside wire was still missing. Then we received a call stating than in 2 days the technicians will come to do the job. Nothing happen on Saturday, 7 days later, I was still without service and when I call to find out if the technician was sent to do the wiring and when will they come to do the inside, they hang up on me!!! That's it. I cancel the order and went back to my old provider. This company lacks of respect and commitment. They are careless and useless once they get you on a contract. After you agreed to get their service, you become the 5th person after NOBODY.

YUBA CITY, CALIFORNIA -- I contacted the billing dept with Comcast because I felt that my bill was too low. They reassured me that $43.09 was my total bill due, only to receive a bill the next month for $174 due to their misfiling. They refused to help correct the situation and demanded I pay that outrageous bill. Mind you I only have Basic Cable. I asked they disconnect my services, yet they refused. Very disappointing.

HOUSTON, TEXAS -- Comcast promised a fix price for 24 months that raised after 6 months. They promised a mini-iPod and just gave me $50 dollars. I had to change the router three times, because the performance was really poor. Now, the wireless speed is really bad and nobody can fix it. After three calls today they dropped the call and nobody called me back. I will back to AT&T. Does not matter that I pay more, but their service is much better. Please do not switch to Comcast.

ALPHARETTA, GEORGIA -- Contacted Comcast on Sept 22nd to cancel services, spoke with a representative who was processing the request and informed me the prorated balance would be refunded to my account. November 7th, received a bill from Comcast for service, contacted once again and discussed situation with another rep. In review he saw that the account was supposed to be cancelled, according to him, on the 24th. I argued and stated I had called on the 22nd but after a minute conceded the two days wasn't worth arguing any further. The agent agreed to backdate the cancellation to the 24th and refund the unused portion of my services.

November 16th, opened a bill from Comcast showing an outstanding charge of $67. Contacted Comcast immediately and after 2 reps found out this was a $90 charge for non-return equipment. I stated we had never been told we needed to return the equipment and that we would do so immediately. Equipment was returned on Nov 17th to a Comcast brick and mortar facility and a receipt showing the return was obtained.

Early December, contacted Comcast again to complete closing out the account. Agent stated it was in process but didn't see the returned equipment. December 29th, contacted Comcast yet again as I had not received the outstanding credit. Spoke to an agent who informed me that I had not received any credit because I was being charged for services from the backdated cancellation of Sept 24th through to November 17th when I returned my device. I disputed stating I had done what was required and it was Comcast's issue if they couldn't disconnect service after it was requested.

I was told a research ticket was filed for their back office team to investigate internet usage to determine if they could complete the credit. I was told if there was no usage that the credit would be applied. I was told a supervisor would contact me within 2 weeks with the results – no contact ever.

January 15th Contacted Comcast, was routed through 4 agents, finally to a retention agent. After providing a detailed update of what has occurred provided a $60 credit and stated the Supervisor would have to provide the remaining amount but he/she was not in and would not be back in the office until that Thursday but when they arrive back they would process the remaining credit to 0 out the account and contact me – no contact ever.

I contacted Comcast on January 22nd, finally reaching an agent after working my way through the sales department. I again explained my situation to a Billing representative who stated he couldn't help. I asked for a supervisor and was promptly disconnected. Second call January 22nd, again routed through sales - got a hold of an agent named **. He reviewed my account and was working on making the credit to the account when, surprise, promptly disconnected.

It has been 4 months since cancelling my services. I am due approximately $23 in refund, yet Comcast has charged me $90 for equipment that I returned and haven't been credited, in fact they have refused to provide a credit for the equipment yet they are in possession of it. I still don't have my refund, I have been put into collections and threatened to report the past due amount to the credit bureaus. I have performed my duties in this relationship while Comcast has continually failed to follow up on their commitments. I want the account closed, my payment refunded and a guarantee nothing will be reported to the credit reporting bureaus.

TUCSON, ARIZONA -- Worst customer service I have ever come across. I will be urging all friends and family to disconnect their service immediately. I was charged for renting a modem that I did not have (used purchased modem). 3 yrs and 1 month equating to over $300 and they would not budge on reimbursing more than $80. They are stealing $220 from me. I will get in contact with the Better Business Bureau and a lawyer to recuperate my lost $.

MONROE, GEORGIA -- We recently moved & only had 2 Cable providers to choose from so we chose Comcast. Things went bad from the beginning. The first Comcast person came to install it in our home & knew very little about installing it. We called & asked for another Comcast tech to come & help us & again they sent a subcontractor who knew nothing about wiring the house to get Comcast. He told my husband that he would have to do the wiring! A week later they sent a subcontractor to bury the wires & I asked him to let me know when he was done so I could check my home phone, internet & cable but he left without letting me know.

After he left I discovered we had NO services at all! I spent the day & night before New Year's & all New Year's day on the phone trying to get someone to please come & check the wiring. After speaking to 37 different people (many who did not speak English) no one ever came or called! They promised someone would come but no one came ever!

We went with the other company & got our phone, cable & internet installed immediately. I called to cancel Comcast & it was only then that they were willing to send someone after 1 whole week! In conclusion Comcast has ZERO Customer Service & I will never ever deal with them again! If you have a choice please use the other company, NOT Comcast! I wish there was a minus ZERO stars to give them!!!

EAST BAY, CALIFORNIA -- I am a Comcast residential customer, fresh off several phone calls with two different Comcast reps in Billing and, thirdly, a supervisor. The reason I originally called is to inquire about contract renewal pricing, given that I am at the end of my original 12 month promo pricing as of this month.

The first two reps insisted I signed up for a "2 year contract" when I initially established my service in Jan 2014. I said I wasn't aware of this, that I had no record or recollection of anything beyond a 12-month promotional rate period. When I insisted they provide me evidence of this, the first representative gave me a non-working Internet link to follow "on my own" to see the terms of my agreement. I hung up and attempted to find the material, to no avail. I called back, and the second rep, **, said he could not send or direct me to anything, it was just "what we have in our records."

He further indicated the notes from he first representative reflected that TODAY I signed up for a new 2-year agreement. Whoa??? I asked him to ID the name of the first representative I spoke with, said "he didn't leave his name" on the note. (As if the system doesn't record that?!) I very pointedly insisted on a supervisor, was told none was available. (Actually it is believable there are no supervisors of these people.) Eventually after 5 minutes of insisting, I was transferred to ** in the "escalation department."

First off, I asked ** what is going on in the notes, why the first representative would make such a misrepresentation and why no one could send or direct me to written evidence of a so-called 2-yr contract. ** kept changing the subject, instead tried to find me better pricing, though he could not. So, just to see, I asked ** to confirm the contract termination date in their system. THE PUNCHLINE... ** conceded I was NOT UNDER A CONTRACT, THAT I WAS PAYING MONTH TO MONTH.

I asked why the first two representatives flat out told me I was, ** said he did not know, "Perhaps they had the wrong information." I am inclined to believe **, both because he shares my understanding, and further he is at a separate call center likely not "in" on the angle of trying to convince customers of nonexistent contract terms.

So, today I had two Comcast reps TELL ME FLAT OUT LIES in order to protect their non-promo pricing and/or keep me from switching. More amazingly there are droves of internet posts that I find going back years on this same theme; either Comcast management doesn't read the feedback, doesn't care, or encourages this sort of thing. All three are reasons not to business with this fraud of a company. I am cancelling my service, and plan to broadcast far and wide online of my above account.

CHATTANOOGA, TENNESSEE -- When the church where I work contracted with Comcast several years ago, they were the only game in town. Our email goes down frequently, and I have to call Comcast to “reset” it. If that doesn't work, they have to send out a tech to fix it. Recently, the technician replaced our router and did not change, nor inform me that I needed to change, the password. Bottom line: most hackers know the factory preset passwords on routers and are quick to move on it. That is exactly what happened. Besides costing us down time, it cost us $800 to pay an IT person to fix all the problems the bot caused. It took him all day. It also cost us that server.

When I told Comcast about the problems their technician had inadvertently caused, I was told that he was someone local, and they had no idea who it was and couldn't find out. In other words, “We don't care and aren't going to do anything about it.” I found out we are out of contract with Comcast, so decided to make the move to EPBFI. It is local to the greater Chattanooga area, and if you live here, I strongly recommend them. I use them at home for internet and TV. The FI stands for fiber optics, which is what their entire network runs on. They have the best customer service I ever dealt with, and the fastest and most reliable service. But back to Comcast…

When I told Comcast I wanted to cancel service, they said I had to give a 60 day notice. I called back to ask them to waive that since they had been the cause of so much harm. The first woman I got wouldn't let me explain. She cut me off mid-sentence and placed me on hold. Then she lost our connection. When I called back I couldn't be connected to the same person, so had to start over. At least this time the person treated me like a human being. He tried to help.

After several times of putting me on hold, he came back and told me there are certain circumstances under which the 60 day notice could be waived, but mine was not one of them. When I asked to speak to a supervisor, he explained that he had 5 supervisors and was emailing them as we spoke. Someone was supposed to get back to me within 24 hours. That was Wednesday. This is Saturday. I guess I will start calling again on Monday. Comcast is without a doubt the worst company I have ever dealt with. I could tell you more stories, but this should suffice.