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.
I am paying for 16Mbps/1.5Mbps and have only been getting the standard 8/1.5. They say it's a problem with the line even though it was just replaced from the house to the street, the tap was replaced, and an amplifier down the road. The last tech says signal to modem is perfect. Now they say it's the modem. Repalced it and had no change. Anyone ever dealt with this?
Also tried connection without the router and there was no difference. The new modem did however decrease the connection speed to 5Mbps and went back to 8 with the old modem
I recently experienced my biggest disappointment in Comcast service.I have been a long time Comcast customer while living at variousaddress in Boston. Currently I have the triple play package and recently added in HD and DVR service. Due to a job change I need to cut down my costs, so I wanted to discontinue my phone service,because I use it the least. I would like instead to get the TV andInternet package, and there was a $66 bundle advertised on the Website. After going through the entire online process, I was told by Lauren via the live chat that the package was not available to me because I am not a new customer. When I told her I only wanted TV and Internet service, there were no packages she could offer me. When I asked to cancel my service, Lauren said I had to call the 1-800 number. I then called the 1-800 number and told Mary Ann that I wanted to cancel some services. Only after asking my address, phone number, last four of my social security did she tell me that the cancellation office was not currently open and I needed to call back on Monday. As I work during the day Mon-Fri and do not have time to sit on hold for extended periods of time being forced to call the 1-800 number is very inconvenient. A few months ago when I picked upmy new HD and DVR box from the Comcast store, I inquired about canceling my phone service. I was also told that they could not cancel any services and I needed to call.
I have now tried all three outlets, Internet, store and phone, to change my service, cancel part of it, or cancel it completely and I have gotten no where. Now my only option is the least convenient, and
I must try and put my work on hold while I sit on hold on the phone waiting for a customer service agent.
I hope you can tell from this email, that I am extremely frustrated as well as extremely disappointed with Comcast service. I am outraged and baffled as to why Comcast seems unconcerned with keeping customers happy or even keeping them as customers at all.
ComcastCares replied 8 days ago to the question "High Speed Internet at 830 N. Kent St Winchester VA 22601" in Comcast:
ComcastCares
I will look into the delay. With aerial wiring there are usually many aspects that cause the delay. The most common is the work that needs to be done by utility companies in preparation for this.
I discontinued service when I left the country and then resubscribed upon return. When the installer came to reconnect the cable at the apartment office, he phoned in the MAC address for the modem I previously bought from Comcast, explaining it was a customer-owned modem.
When I receive the bill, I'm being billed for modem rental. I call customer service and tell them to remove all the rental charges, as I own the modem. I'm called a liar in so many words. They refuse to remove the charges, claiming the MAC address shows as a rental in the system. I have the receipt showing the purchase of the modem from them along with its MAC address, and the only way they'll credit my account is if I prove myself to them by driving 20 miles to their office with the receipt.
This is not acceptable. The burden of proof is on you to produce an agreement for this rental. It is not on me to prove I actually own the property I own or you will continue to levy random charges on me due to your own poor recordkeeping. If you would like to bill me for something you have nothing to back up, drive to my apartment and produce the signed paperwork. I will even go as far as faxing the receipt, but this was not offered as an option.
Comcast has always been a headache to deal with. As soon as I get on the phone with them for I'm immediately put off by the representative's insinuation that I'm some sort of huckster or deadbeat until I prove otherwise. I'm sorry you have to deal with such people, but assuming everyone is a delinquent is an appalling business practice and it certainly seems as if your representatives need training in avoiding this prejudice.
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. :(
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BlessedRebel
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on October 05, 2008 10:02
John O'Day
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on January 11, 2008 22:23
ComcastCares1 (Official Rep)
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on July 28, 2008 04:39
mike1mb
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Michael Dayah
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ComcastCares (Official Rep)
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