Recently active topics in Comcast tagged with horrible customer service

I just had a service technician out to look at my internet and was told that they couldn't fix it. I would have to wait for a line technician that would take up to 48 hours. Then a representative called me and said it would take up to 72 hours for someone to come out . She also said that residential service is not a priority and just considered a luxury. What kind of crap is that. I pay for a service that should be up at all times expecially when I do use it everyday for work. I'm definitely going to look into dropping comcast and going with some one else. I think comcast stinks. I would like someone to come out to my house today and fix the line problems that we are experiencing.

Comcrap in my opinion, well about 5 days ago I was in a trip in the Caribbean. To find out when I get back there's comcast people digging in my yard to put in a cable. Not only am I happy with that but when I go to make sure my Sprinkler system works It DOESNT. The thing is is that I have directv not comcast, I call my neighbor finding out they sent out a flier saying "We will be installing cables to bring comcast to your door". Finnaly after 25 phone calls I get a hold of someone. They say, "It is not our fault that your sprinkler system doesn't work. I am now very agry, 1.Destroying my yard, 2.Bad customer service. DONT USE COMCAST!!!!!!!!!!!!

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.

I have missed several days of work (working from home or taking days off) only to have Comcast show up late or not at all. As I type this, I am waiting for my 5th service call about the same issue. I am at the end of my rope with this company. Here's a list of my problems with Comcast:

1. They never once have arrived on time for a service call. Once they didn't arrive until the following morning, but kept telling me to wait 30 more minutes, which resulted in me missing a dinner with my mother. No apology from anyone, the techs blame dispatch, dispatch blames the techs.
2. When they do arrive, they never have the tools, or Cablecards needed to complete the job. This has happened 3 times.
3. My HD picture gets worse and worse as the weeks go on. As I type this, History HD is unwatchable due to freezing and tiling.
4. Spoke with Joe/Comcast at extension 34330 who tells me I will not receive any credit or compensation until the issue is resolved (5 months and counting). This is after I have received several credits for my cable being unusable over the last few months (read: a lie). This means there is no incentive for Comcast to actually fix the problem, as they dont have to credit me until they do. Seems the opposite of a logical customer service policy. I'd expect to not pay when it's broken, and DO pay when it's fixed.
5. The botched the original installation. The cable enters my home through a hole drilled directly through the wall, with no faceplate, junction box, etc. Basically, it looks horrible, and will probably cost my money on my deposit (renting).
6. Once I had to ask the technician to leave, and his tone became very accusatory and rude, IN MY OWN HOME.
7. As I type this, my appointment time has expired. ANOTHER NO SHOW. Of the 6 appointments or so I have had, Comcast has arrived on time for none of them. Not one.

Why do I pay 130 bucks a month for this? Well, mostly because I LOVE my TiVo. As good as my TiVO is, I dont think I can justify giving this company money for a service I can't use. Its just not worth it to be this upset with a service ALL THE TIME. I have to say, unless this gets fixed, I'm going to begin a campaign of my discontent to consumerist.com, the executive customer service, yelp.com, dslreports.com, and anyone else who will listen. I'm tired of being treated to second class service, high prices, and disrespectful employees. Last chance, Comcast. Fix it, credit me, and let's move on. Otherwise, DirecTV, here I come.

More info on this issue: http://www.avsforum.com/avs-vb/showth...

Dissatisfied in Oakland, CA.

Matt

I have been a Comcast customer for 20 years-I am such a fool...since we have changed to digital, our reception has been horrendous...this is my second question here...I use to think Comcast just hated me, but now I think they just enjoy torturing me...another tech came out today and told me he could not fix my problem, a maintence person had to...I specifically told the Comcast Rep setting up the appointment that the problem was on the pole...why do they send techs for pole issues that cannot fix pole issues? I am at my wits end...anyone have any suggestion? Three cheers to the woman who took a hammer to the Comcast office in her area!
Yours Truly In Comcast Hell-
Robin

The amount of effort I've expended (in vain) to get a CableCard for my TiVo is ridiculous. I've gone for years with just over-the-air TV because I hated dealing with Comcast so much, but I finally caved and figured I'd give them a shot. If I didn't love the TiVo, I'd have given up already.

I called the 800 number last Monday to see what it would take to get a CableCard. The guy told me all I had to do was pick it up at my local office. Drove across town, and of course the people at the office said that they couldn't give it to me, and an installer had to put it in. Set up an appointment for that Friday, the only time available: from 6am to 9am.

I take off from work, get up at 5:30 to wait for the cable guy. He calls while I'm away from the phone (for a second!) at 8:55 or so. Leaves an incomprehensible message saying something like, "I'm sorry I missed your call, please call 1-800-Comcast and reschedule." That, of course, makes no sense. I use the caller ID to call him back within two or three minutes, and he seems annoyed. Tells me the warehouse is all out of CableCards and there's nothing he can do.

So I call the 800 number later that morning and talk to a rep. She apologizes and puts me on hold. Picks up again and says she just got off the phone with the warehouse, and they do indeed have CableCards! Says the guy must just have not looked hard enough. No appointments left that day, so she makes me an appointment for Monday evening. I contact Comcast to verify the appointment on Sunday, and they say it's all ready to go.

Monday comes, and again I adjust my work schedule so I can wait for the cable guy. Surprise, surprise, he calls to tell me there are no CableCards. I ask him how this is possible, since the previous rep had called to verify, and he says that installers can just waltz in and grab one. No priority system, so it's just luck of the draw, and he doesn't know of any way to deal with it other than to keep making appointments.

There's no way I'm going to keep doing this. To make things worse, the 800 number won't let me through anymore, and the people who work on the live chat are clearly trained seals who click responses from a (really bad) script. Just look at this transcript: http://gettingacablecard.jottit.com/2.... "I understand how inconvenience this has caused you"? Seriously?

I can't wait until FiOS is available in my area.

I've had loss of channels for nearly a month now. My HD channels break up or do not come in at all. I've called 5 times now. On two occasions they didn't show. The first time they gave me the wrong date, the second time the tech just never showed, nor did he call.

The problem was diagnosed as a bad TAP (outside issue). Each tech said it should take 2 days to fix. However, the call center said 2-4 weeks. That was May 16. Well, it's approaching 4 weeks and they still won't tell me when it will be fixed. What's most frustrating is my chennels will work perfectly starting around 10:30 pm but not any other time. My Internet service works fine.

Has anyone experienced this issue before, and how can i get someone to fix it NOW? I'm in Alexandria, VA

EDIT: I'd also like to mention I've sent two emails to the "ask Rick Germano" email section of comcast.com. A woman left me a voicemail message Monday morning, but has not returned any of my two messages since. The number goes straight to voicemail. I also just left a message with my local cable commission.

I canceled my service over two months ago. I thought it would be the happiest day of my life. I had nothing but problems with them starting with them hooking me up to Adelphia's cable box instead of Comcast's. I have vented a few more of my problems here: http://hot-rind.blogspot.com/ Sadly, I haven't added anything in there about my troubles with disconnecting my service.

Now, they're still sending me notices starting, "Welcome to Comcast! You recently installed or are considering to install, Comcast services(s)" It continues on to state that because of my credit report I was charged a deposit.

Any ideas on how to get them to stop contacting me. I'm at the point where I'm going to get a lawyer.

The problem seems to be your poor customer service. My parents scheduled to have someone come out to hook up their cable in the house they moved into on 5/23/08 from 2-5PM. My dad stayed at the house waiting for someone to show up while the rest of my family went to the wedding of an extremely close friend of the family. According to Comcast, this was the only time in the next week to schedule someone, so my dad agreed to it. He was going to try to make the wedding but that would've required Comcast to do what they said they'd do. Needless to say he missed the wedding. At 5:30, my dad called Comcast. After explaining his situation he was told that they had sent an email stating that they wouldn't be out. My dad asked what email address they sent it to because he didn't currently have an email account. They said they sent it to the previous owner of the house they were moving into. Great idea. It's also a great idea to assume that someone would be checking email the day after they move into their new house and don't even know what box the computer is still packed away in. After explaining this situation to customer service, they apologized and said they'd waive the installation fee and have someone out the next morning. If he hadn't heard from someone by 10AM the next day, he was to call again. He did just that when they failed to show up for the second time in two days and was told they would put out an 'alert' in the area. Guess what...the 'alert' did nothing. They are now scheduled to come out on the 28th. I change my mind on the first sentence...your poor customer service no longer SEEMS to be the problem. It has been confirmed.

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 moved from one neighborhood to another in San Francisco. I used to use RCN for cable, internet and phone. In moving, I moved out of their service area and am now a Comcast customer. I can't seem to get my number ported as Comcast and RCN disagree with what is needed to port numbers. RCN says that Comcast has to pass my OLD address (for which they have no record) in the LNP for verification. Comcast says that there is no need to pass that information (for which they have no record). It has been almost a month and I spend over an hour a day on this. I am REALLY furious and will be filing a formal complaint with the FCC. Anyone have any other ideas?