I have been a comcast subscriber for 4 years now. I have never been treated with the blatant disrespect I have gotten at this time.

I have a Motorola Surfboard 5120 connected directly to the cable jack. According to countless onsite techs, my signal is excellent, but I have packet loss issues stable at 13-15%. I have even gone so far as to take the modem and the laptop out to the side of the pole my service comes from and screw directly onto the line coming to my house. Same result.

After 2 months of maint. techs checking lines, and replacing trunk cable and countless amplifiers, the tech thinks that it could be that the node itself is flaky and needs replacement.

Except he can't find one..... Excuse me?!?!? You're in the cable internet business and can't get the hardware needed to FIX THE BLOODY NETWORK?!?!?

I've got all kinds of incentives coming at me to go to DSL, so someone better dig up the answer pronto. I don't want to switch due to reduced upstream, but functional service is most important to me now.

Respond fast... the clock is ticking.

My family has recently gotten the comcast digital cable, which includes On Demand (no DVR). Today, it started having an issue with which channels are which. For example: We tried going to channel 56 for CNN, but instead got some tv show on channel 13. The info that goes with the channel has been correct with what the channel should be (like CNN), but still will give us the actual picture plus audio (like a normal show) of the show that has replaced the true show. This has occurred on and off all day and has had us baffled as to why it has been happening. We have no idea how to fix it. Besides this problem, everything else has been working just great.

Story in a nutshell:
- Upgraded to Digital Premier using the web promotional plan ($79.99 for 6mo)

- Picked up two cable boxes @ Livermore, CA Office. They told me my plan would include expanded basic channels, wanted to sell it as extra, adding that it would also remove the promotional pricing I had from the Web, since they don't have access to those. Told them to leave it alone, weill fix on the Web.

- For a day I had all channels on the two cable boxes, however was missing expanded basic on TV's without a box.

- Contacted Live Chat (IM) support, who said they woudl need to schedule a technician to check out my TV's..etc. Was trying to explain her that everything inside the house was OK, and I thought they had to adjust (remove?) a filter in the Comcast box outisde the house. She specifically said no, I needed inside service. I let her schedule it, just so the problem gets registered (have entire chat session in text file).

- later the same day (yesterday, April 30th) I lost access to ALL channels but 1-33.

- Called Comcast Support, who said he saw a service schedule, he wanted to cancel that since he could fix my problem on his own. Then he hardly heard me (bad line) and agreed to call me back immediately on another line.

- 10 minutes later since he did not call, I called again, talking to another Agent. She said somehow my upgrade to Digital Premium from days ago got canceled, so my account now only had limited basic. She said she could fix that, but she could not just undo the cancellation, had to upgrade me again, and did not have acces to the same prcing packages available online. She recommended I re-order on the Web.

- Same day (April 30th) I reoredered Digital Premier on the Web. The end of the online ordering process is a live chat, and the Agent there find me an even better package price. First good news. However, she insisted on scheduling a service visit to install. I could not get her understand that I have the boxes already hooked up, they were operational just hours before until someone canceled my package by mistake, so there is no need for install. I tried to tell her that the only thing missing here was perhaps the work outisde my home, in the Comcast box on the street. Since she insisted, I let her go ahead and schedule an "installation" anyway. But she could not give me a date this week ( just hours ago I had a schedule for Friday morning), only next week, and I am traveliing a bit, so now it is out on May 8th.
Now for the worst part: she could not activate any of my upgraded channels either, saying I won't have any of that until the technician visit. (I have this script file, too)

- I called Support again, perhaps they could send a signal to activate my boxes again. No such luck, they said if they touch it, I would lose my Internet pricing.

I'm at the point that I don't mind paying the "tax" for an unnecessary service visit, but at least I want TV service back. I know it is possible, when I picked up the two boxes at the Comcast office, they were activated again. I think it is ridiculous that I spent a total of 5-6 hours communicating with Comcast on this "major project". And I really don't know why I am left without cable access for another week when I already had it and it was removed by Comcast's mistake.

Would appreciate any help - either turning it on remotely, or sending the technician this week.

Thanks a lot!
:-)

I work for a company that has setup a discount for Comcast service, approx $80/mo for cable and internet. A year ago they overcharged everyone at the company and said they would credit back the mistake, but my credit didn't match the amount overcharged.

Attempts to call or contact the billing department were met with hold times of an hour plus, or a rep would tell me my discount wasn't valid and they would have to remove it form the account. I took to sending in letters to comcast, but never got a reply that way at all. Finally, I started asking around and got some names and direct contacts at comcast who are supposed to help with my company and it's discount.

The rep told me I added a DVR/HD box last year - last year during the screw up for the whole company I did have my box replaced (by driving to the comcast center 30 minutes outside of town). Why a billing agent couldn't tell me this I have no idea. I didn't ask for a DVR (have a TiVo already), nor was I told I was given one as a replacement.

I kept paying the $88/mo (the package w/fees and tax), and disputed the extra billing. I was told someone would be calling me, though no one ever has but the one company rep "in marketing who can't do anything" - I've asked him to get a billing agent on the phone with us so he can explain the discount is valid and we can take care of the unwanted services.

Since I'm not paying the over billed amount until it's resolved (otherwise I know I'd never get my money back), comcast started billing late fees, and then cut of service - this while I'm supposed to be waiting for someone to call me.

I don't know if it's all of comcast, or just local, but everyone I talk to here has similar issues. One lady was charged for a year HD service and didn't even have an HD box. My parents have the same issue - unwanted DVR box, but the office claims they are out of the normal boxes - but comcast put a 6 month free credit on the box to cover it. And I still remember comcast "downgrading" my neighborhood and claiming they could no longer support internet, forcing us to turn in our cable modems but then billed me for 6 months for a service I not only didn't have, but couldn't get. Took a year to get that cleared up too.

I started a Comcast high speed internet service sometime in fall of '06. Last fall, the modem stopped working. I called Comcast and requested a fix, at which point I was informed it would be 7-10 business days before they could address the issue. I asked what else we could do, as my fiance works as an operations support person and needs 24x7 internet access for his job. They told us to buy a new modem out of pocket and swap it out on the account. So I went to Best Buy, purchased a modem for ~$75 and they hooked it to our account.

Fast forward to now. I moved to Foster City and was told that the modem I purchased could NOT be used at the new location and that I would have to rent one from them. Fine. But now they want the old modem back. Not the functional one that I purchased but the old broken one, which I threw out almost a year ago. What?! I've been informed that they will charge me $40 for the modem that I don't have, and that I can't give them the functional one I bought instead. I also apparently got charged a rental fee for the last 6 months on the new modem...that I WASN'T RENTING FROM THEM. Yeah, the one I bought at Best Buy.

So...they are charging me for a new rental modem, are going to charge me $40 for the broken one, and have erroneously charged me several months of payments on the BestBuy modem that they REFUSE to refund. I am flabbergasted. I've been a loyal customer for years and never been treated so poorly. Had someone ever requested the old modem when it broke, I would have been happy to send it in. Apparently I was "just supposed to know" to return it, its all my fault, and there is LITERALLY NOTHING that they are willing to do to keep my business.

Awesome. I'll be transferring to ATT just as soon as I can get it set up - which sucks because I actually DO like the service. :(