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I’m frustrated

Horrifically bad Comcast service

Last week, I transferred my chronically overpriced Comcast service to my new address. Of course, Comcast can't do ANYTHING remotely. They ALWAYS have to send a rep out to take up two hours of your time. They transferred my service and that was that, until Friday afternoon when my phone went dead. I went out of town for the weekend, assuming it was a short-term outage, and it along with my internet access were dead by Monday. I called them from my cell phone as soon as I got home on Monday and was told, and only told (I still have the message saved) that someone was scheduled for 3-5 on Monday (it was already 3:20) as no-dial-tone calls get priority. By 5:10, there was no rep at my door nor a courtesy call. I called their customer service (which is NOTORIOUSLY bad for not giving out names...I...SHOULD...NEVER have to ask for the customer service reps name), asked for the rep's name, and was basically told that with emergency calls you never know what you're going to get. I was so pissed that I hung up. By 5:30, I wasn't willing to let this go. I held on the line with another rep on my valuable cell phone minutes for 20 minutes while she found out the same thing--that emergency calls are not guaranteed as far as arrival time. I was NEVER told this initially or I would have said no. I have more important things to do than waste my night waiting for poor service. By 7, I FINALLY received a service call that said it would be as many as 2 more hours. I told them to forget it and schedule me for 3:30 til 5:30 the next day. ALL of this time, I was SURE that this was not something that a tech needed to come out for, but there went my Monday night. Tuesday morning, I received a call at work saying everything was fixed and that they didn't have to come out. UNBELIEVABLE! It got worse. Wednesday morning I saw on my credit card that Comcast had charged me FIFTY dollars more than my usual bill. I called in, HAD TO ASK FOR THE REP'S NAME AGAIN, and immediately asked for a supervisor. I was hung up on. I called right back and immediately asked for a supervisor. I was told that the rep would need my info to open a "sup (pronounced soup) ticket." First off, don't use your technical, internal jargon with a customer. I said "just give me a supervisor" and was transferred. The supervisor explained that there was a problem with the transfer charges and I had a credit balance. I complained that I was now paying interest on a charge that they shouldn't have taken. After 5 minutes of arguing and complaining about the week's experiences and how upset I was with my service (by the way Comcast, NO ONE IN YOUR ORGANIZATION OR IN ANY CUSTOMER SERVICE POSITION SHOULD EVER ARGUE WITH A CUSTOMER), I was offered a ten...TEN...dollar credit. After all of this, I find out that one of my friends is only paying FIFTY DOLLARS for her cable and internet. I am paying $150 for everything. I am canceling the phone and going with Vonage. I am going with Tivo and dumping the digital and DVR package, and somehow, I am hoping I can get Comcast to lower my internet rate. Comcast...if you are truly listening and care...YOU CAN AVOID ALL OF THIS BY GIVING ME A BETTER DEAL ON MY SERVICES. I am beyond furious at the consistently poor service they've always given.
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  • I apologize for this experience. It's definitely not the norm nor is it the kind of customer care we strive to provide. Send me your contact info and we will dig in to the issue. we_can_help@cable.comcast.com

    I'm grateful for your feedback. While it may not feel like it now, it truly makes a difference.

    Scott Westerman
    Area Vice President
    Comcast
    @comcastscott on Twitter and identi.ca
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  • I’m extremely irritated
    Your lucky you have only been having a problem such a short time...we switched to digital cable with Comcast last fall and have had an on going problem since December (I have an enormous stack of yellow tech sheets and I feel there is no hope in site)... as much as I despise Comcast, I think this is the government's fault, if they did not allow Comcast to have a monopoly on cable service in my area, I would have switched ages ago...Comcast has no incentive to give good service...I suggest going to your city government website, see if they have an office that oversees cable problems...my city doesn't, but I sent a "general problem" email...actually, since I'm still having a problem, I guess it didn't help, but at least it is on the record...good luck-Robin
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  • I’m looking for a hammer
    There's always the Better Business Bureau too.
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  • Hi GH,
    You are not alone in your Comcast lousy service. We live in Houston, TX and had wonderful experiences with Time Warner Road Runner for both cable and internet. Ever since Comcast took over at the beginning of the year we have had a long series of problems. Comcast will randomly drop channels we have subscribed to without any explanation. There are numerous audio dropouts, the video is pixelated on random days, and we have to continually reset the digital cable box HD DVR in order to watch TV. The latest problem was starting last night when we couldn't get ANY channels. I called the Comcast telephone number to send a digital refresh signal to the box. That appeared to work. Then again this evening the same problem. I tried to send a refresh signal again. No joy this time. I called and spoke to a "technical rep" and I use the term loosely. He couldn't do anything for me. He had me reboot the DVR and then after 5 - 10 minutes all I could received were channels 95, 96, 97, 98, and 99. The other TVs connected directly to the cable received unviewable TV pictures. The rep told me that he had to send a cable service man out to the house, and proceeded to see when he could do that. Of course, the ONLY times they can send a service man is when no one is at home. I told him that was unacceptable and that I wanted to speak to a manager. Then I got the usual Comcast run around. He said there was no supervisor available. What a blatant lie! I can not believe that Comcast allows their 24/7 call center reps operate unsupervised!

    In addition, apparently they have no one at Comcast at any level in the organization that can get someone out to your house at a specific time to make a repair. Apparently the service techs have full freedom to determine the order of how they work off the trouble tickets. I find it astounding that a huge company operates from the bottom up!

    Comcast service is abyssmal. I am paying for a service and I am treated like dirt. They do NOTHING to make me a satisfied customer. I guess since they are the only game in town they think that they can treat their customers like second rate citizens. They have so many obstacles to gettting problems resolved it is ridiculous. I don't know how they stay in business.

    I definitely hope that someone from Comcast reads this post, especially a highly placed executive. I want to talk to someone with responsibility AND authority to make things right. My wife is fed up and wants to switch providers.

    Henry Schneider
    hschneider3@gmail.com
    • My Comcast bill was $100 more than last month's bill despite the fact I only had service for 2 weeks out of the month! They tell me next month's bill will be cheaper and they'll add all the prorates, but my cable is out...AGAIN (not due to Ike) and I seriously doubt they could prorate me for three weeks. I don't have the time to constantly bring my box to Comcast and it's expensive to have them come out and fix it (of course they don't tell you it costs--you find out on your bill). Every time someone came out, they would say, "Oh, the last guy didn't install it correctly. The wiring is faulty in your closet." It doesn't matter if they screwed up because I still had to pay. I also wasn't told the THREE TIMES I was on the phone with them that I could bring my box in for free. If I had known that, I would have.

      Customer service has been decent with the exception of some foreign guy not understanding the fact that it's not my fault the cable box was broken...again.... but AT & T U Verse just opened in my area. They're giving me the first month of TV free and $200 cash back. The overall bill is cheaper and the people seem like they value their customers. On Friday, I'm taking all my crap in to Comcast and having U Verse installed on Saturday!

      Watch out Comcast; you have competition now so you might want to reconsider how you treat your customers! I understand the cable goes out sometimes, but your snafus got me a $175 bill that I SHOULDN'T have to pay in the first place....especially when I am not even able to use the service!
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  • I just recently moved to Houston and decided to go with Comcact because I had them a few years back in Pennsylvania with no problems ever!! I ordered the triple play package that comes with the free WII which will be mailed out at a later date (HOPEFULLY).

    Service was installed on Thursday and problems started on Thursday! The main TV is only able to receive channels 95, 96, 97, 98, and 99. The technician left before making sure all the channels worked. We called comcast back (same day as the installation) and were not able to get an appointment until 2 weeks out! WOW. We tried troubleshooting over the phone with severals different reps. I kept calling because I really want to use the DVR Box and my service that I still have to pay for! I figured some reps would be more experienced than others. Nope I was wrong! Everyone tried to help but nothing help! I can now walk myself thru all the steps without a reps help! I have a neighbor that lives across the street that has a Comcast van and you would think they would contact and give him the ticket! NOPE! All of the reps were nice but not very helpful. No hope until the tech comes out this Saturday! O I forgot to mention that one rep mislead me to think the box was bad so I took the box to a CS center and same issue! BTW I found this blog while googling the issue I have with only viewing the channels 95 -99! I wish the techs were this resourceful at fixing the issue!

    If anybody knows the issue or a fix, please share!

    keeleekyles@hotmail.com
    • I have Comcast. I scheduled a transfer over 3 weeks ago and it was supposed to happen today (Feb. 27). 3 times in the last week I had to call them because I had no internet ( I work from home on the internet). Yesterday, they cut off my service in the middle of the day when this was my busiest day of the month. I called them few times and they said they were going to restore my service within the hour and gave me a work order number. I had to call my company to tell them that I had no internet so they told me to work on Saturday (today) to finish my project. This morning, a guy who bearly speaks English shows up and hooks up my bundle package but replaces my cable box and modem with new ones. He pulls out a laptop and shows me that the internet is working and since I was moving today, I didn't have my 2 computers there yet to test them. When I bring my computers to the house, there was no internet. After about 10 calls all day and a promisses of sending someone out to my house and then cancel for no reason or giving me bogus work order number when they meant never to send anyone over, I finally will get someone tomorrow night to hook me to the internet....I'm yet to see that. The house I moved out of got the bundle package in 15 min. with wireless internet. I was told by Comcast yesterday that my old house was more important than me because they were "new service" but I was only a transfer. And for every call to the them I had to verify my name, address and phone number about 10 times.......I AM SO FED UP.....I'm calling one of the news channel. I pay 200+ per month for crapy service and enough is enough
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  • I’m livid
    Please don't feel alone. I can't believe how incompetent Comcast service is. We had an appointment for 12 - 4 last Friday to have cable and internet hooked up at my son's apartment (he's a student living at home for the summer, so we had to travel an hour to get to the appointment) We were early. I called to check on the time and a recording said our call was scheduled for 2:30. At 4:00 we wre told the rep was "on his way". At 5:30 we were told the call was still "pending." At 6:00 the rep called saying all service calls had been cancelled due to bad weather. We started our trip home and at 7:30 got a call from a dispatcher saying the technician couldn't find our apartment complex. Of course, we weren't there at that time anyway.

    After A LOT of complaining, I finally got a new appointment for today, the following Tuesday between 1 and 4. I called at 8:00 a.m. to check the appointment, then again at 2:00 when I was told we were scheduled for 2:30. At 3:15 I started to worry and called again. Yes, the tech would be there by 4:00. At 4:30 the tech called and said he was running late and would be there by 5:00. At 5:40 he called and said he didn't have the proper supplies on the truck and would have to reschedule for a future date. I spoke with a "Supervisor", who essentially said, TOUGH LUCK there was nothing he could do and if I wanted to complain I could call Customer Service. On my way home again, I did just that and insisted on talking to a manager. She picked up after I was on hold for 15 minutes and told me she would definitely get back to me about a THIRD appointment by 6:30. Right, it is now 7:34 and guess what - no call. I just called the Customer Service Supervisor and left a message. Anyone want to take bets on whether or not she gets back to me?

    I can't stand Comcast - they are too expensive and the service is terrible. PLEASE can we have some decent competition?
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  • Yo- you got to calm down before you stroke out! You let the problem go all weekend after you found the issue on Friday. You wait until 3:20 to call and Comcast tried to get someone out THAT DAY and you said no. Comcast has many more customers then just you. For God's sake- grow up.
    You complain about the charge of 50 bucks- well they were wrong and offered to take it off and give you 10 bucks! Holy Crap and you are still complaining. Maybe you act like a spoiled brat when you call- when I call the rep is always nice and they always tell me their name. I am sure Comcast will be happy to divorce you as a customer.
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  • Mike, you should open your eyes and see the real picture. Let me tell you about your precious company. I moved to a new location (still in Memphis). They transfered my service which was $90 a month for cable and internet. When I got my bill it was about $520 bucks. They charged me with a reconnection fee, a fee as a whole new installation, a late fee, and another month in advance. Every answer was a BS answer. Now they charge me a whole month for 13 days of service. I payed them 6 months in advance starting in Feb. By June they sent me a bill saying I was 2 months behind.

    I learned that comcast bills you at least a month in advance and forces you to pay it or they interrupt your service. So if people want to whine and complain I say let them. Because we didn't have these problems when it was Time Warner. Comcast need to go the hell back to where they cam from MIKE. And save that BS for someone else. Comcast should be happy they are married to us, AT&T will hurt them.
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  • I disagree with the request for giving a name; I have done tech support, and I will give out my name, however I do know of one incident where a support person was stalked by someone that thought she was not giving the service the customer thought they should get. It resulted in police intervention, and a restraining order.
    I DO think there should be some way of accountability, but a representative number or some other type of identification should suffice.
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  • I’m frustrated
    Comcast is surely a poor company in terms of its service. It cable speed is NEVER what you pay for or what they claim, much less than that in all way. Customer service is poor and often will hold you over phone time for hours (if not days!). Plus they have extremely poor inter-staff communications. Often you land up explaining the same problem over and over again to different customer care reps! That is just horrible and insane. They always find a means to charge you for anything.Even if their service is faulty, they won't buy that at all and instead insist that its your fault at end. I also hate their hatred TV commercials where they promote their business showing others down. That attitude itself is bad and mean. Come on! don't you guys have brains to come up with a new cool ad that promotes your business in a positive way rather than to pull someone else down!
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  • And this kind of Comcast crap is new to you? How many appologies do you need anyway? Gees. You undertand they are very very sorry right. For any incovience this has caused you. Right? Inconvience? Run that by me again. And then up pops this magical comcast man to fix everything. Im laying on the floor laughing here. The only remedy is to pull the plug and refuse to pay them one thin dime. I bet they are run by Osama. Financing the drug cartels. How many of you speak indian flueltly? It must be you. After all comcast is trying right? You need to take a rosetta course to understand these morons. Kapish? How about i just tell comcast to go to hell. Would that work for everybody?
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  • Trust me. Talk about lousy service over the past several years, if the box isn't broken; they "misplace" my signal. If one service guy cites a problem; another one say's "no" it's something else; once again tonight, they are "down" in Northern California (actually, all of California I'm hearing). They have one excuse after another in recent years...I'm defnitely getting "done" with these guys and investigating Dish and Satellite, for I can no longer stand the inept, consistent, random, false and few right answers to their one-right-after-another reason for cablevision going "out". They suck, as the youngun's say...and I am DONE.
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  • Ever try to ask them how fast your internet speed is supposed to be??


    WOW talk about dancing around a question. I directly asked that question 3 times and they would either change the subject or grow silent. They don't want to admit that they charge everyone the same price and some customers are getting less than half the bandwidth as others. I talk regularly with a friend over in the next city, he is paying for the same package as me. his down speed is 3.2 mb/s and mine at its peak is 1.4 mb/s. and get this a couple of weeks ago our phone (which is unfortunately in the package too) went out, the only phone we have, and they set up a service call for a week later. We explained that it was our only phone. They suggested we go buy a cell phone.
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  • Comcast service IS really bad in Houston area. Only other comment I can make is that the agents who answer the phones are told to do what they are told and to do what their troubleshooting software/script says to do. That means, if the software they use says to send a signal, reboot or unplug the cable box, that's what they do. If it says the next step is to send a tech out, whether it will do any good or not, they MUST follow the instructions or risk losing their jobs. What really needs to happen is for people to start asking to have their issues escalated, file official complaints etc. Simply asking for a supervisor will get you a promise to call you back within two hours and in my experience, they never do. Asking an agent for names/numbers of higher ups doesn't work either because they really don't know. Look on the Comcast website for contact info and start writing emails to them or, if you have other options for service, cancel and go with the other guy!
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