Comcast Corporation

Review: I logged in to the Xfinity website where I found a list of "current offers for [redacted]." I wanted to cancel my home phone and just have internet service. I was given and advertised price of 53.95 per month for performance internet by itself. When I called to order the service I was told by the representative that he could not "see that price." He said that the price I would pay without my land-line phone would be more that if I just kept it the way it was. It is clearly and corrupt company to say that they simply cannot see the offer and make me pay more for one service than I pay for two.Desired Settlement: They need to be fined for over charging and false advertising. There needs to be a class action suit filed on behalf of all the customers that are given offers that are not really offers and being over charged for basic services such as internet access.

Business

Response:

September 23, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: September 14, 2014 Re: [redacted]Dear Sir or Madam, This letter is in response to the complaint filed by [redacted], received in our office September 16, 2014 in regard to receiving promotional rates. I spoke with **. [redacted] on September 19, 2014 informing her a 12 month promotional rate for Xfinity internet has been applied to their account effective September 19, 2014 through September 19, 2015. At the conclusion of the promotion, standard retail rates will apply. I apologized for any frustration and inconvenience she experienced while attempting to resolve this matter. I trust that this letter provides your office with the information required in this matter. Should you have any questions or need additional information, please contact me at ###-###-#### Ext [redacted]. Regards, Sheila W.Executive Customer Relations

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

We have bundled cable, phone and internet service (two accounts) with Xfinity; one of which is used for business purposes. Phone and internet service went out unexpectedly yesterday at approx. 11 am, right in the middle of business being conducted. When we called to report, we were advised by automated response that there was a major disruption of service in our area. Two hours later, I called to talk to an agent about when we could expect service to resume and was told there did not know but I would receive a call back. Two hours after that, having not received a call, I called again and was told this time that it was not a disruption in our area but something wrong with our individual modem. No explanation why we received the automated contrary message earlier. Since business was disrupted, I asked for a technician to immediately be sent to resolve the problem. Told late Sunday afternoon was a problem but they would check on it. An hour and 15 minutes later called back stating the earliest would be Tuesday and there was nothing further they could do. Furious at the lack of effort to timely resolve the problem (not to mention the delay caused by the incorrect automated initial response) and understanding of the business consequences (loss of income, etc.). Xfinity advertises quality of service but in the three months since we've had the dual accounts, we have had nothing but problems. Horrible, horrible customer service.

I tried to report ongoing issues with my Comcast service today. This isn't the 1st time of course! Same issues all 3 services are intermittently going out. This usually is indicating a signal issue as it is many services and not one piece of equipment. I tried to explain this is Jake ( the tech support guy) and he seemed to NOT understand anything I said. I told him not to reset the modem as I already had and once I re-explained 3 times he got it! He refused to help and refused to send a tech out. I asked for a supervisor 3 times and asked for a warm transfer. I shouldn't have to ask 3 times. It was a cold transfer and the supervisor put me on a VERY long hold after a wait of about 15 min to get to him when he deliberately hung upon me and didn't call back!
He had to be convinced to send a tech out before the LONG hold and finally hanging up on me. this is ridiculous and unacceptable!
The supervisor told me this is how Comcast does business now.

I have been getting marketing calls from Comcast Xfinity repeatedly despite putting myself on their do-not-contact list. This has been going on for months. I am not a Comcast customer, although I had initiated a customer purchase but then cancelled the previous year. These calls come at all hours of the day, and despite my constant complaints to the person on the phone, and repeated assurances that I was being put on a list, and would receive no more calls, I still am getting them.
I do not keep regular hours and am often awoken by these calls, which is very disturbing to me as I'm struggling with sleep issues. I can't afford to turn off the phone as I have family with medical issues.
I consider this harrassment and as there is absolutely no chance that I will now ever become a Comcast customer, it's a waste of their time as well, apart from my frustration and pain.

I'm currently a customer of Comcast and being trying for months to dispute a old cable bill on my credit report from 2010. I spoken with the collection agency that my account went to and they somehow removed it from my account and noted that it was error in billing/ write off and it was removed from my credit report. It have been off my credit report for a month now. Now a new credit report agency that Comcast sent my account to sent me a letter requesting that I pay the amount in 30 and the account going in collection. I tried again contacting Comcast no can help me. Now, I'm being force to make a payment to remove this negative item off my report.
I don't understand how a company and remove it off your credit report and resend it to another company and place it back on my credit report. I wonder is this illegal for Comcast to do this? I always have a bad experience with this company. I feel the company is truly taking advantage of its customer. I'm truly thinks about tending my service and seeking another cable provider. I'm glad I can make arrange to remove it but this collection agency damage my credit score.

Maybe I'll get some sort of response by posting on the board for the world to see as speaking with Comcast, contacting reps on facebook and twitter and giving feedback has gotten me no where. I signed up for service Comcast on June 19th. I was given an install date of 6/25. The tech showed up and told me that my wires were chewed up and there was a bird's nest in the box so they wouldn't be able to install me since they wires needed to be replaced. I was given another appointment of 6/28. Fine. The tech showed up on 6/28 only for them to tell me that there was nothing wrong with the wires. That they was still a bird's nest there (Was supposed to have been cleaned out to replace wires) and let me know that the last tech just didn't feel like running the lines to my unit. After he looked again, he saw that my particular unit wasn't hooked up to the main box and I needed to get a MDU tech out to run a line. No one followed up with me and after calling comcast for THREE days, I finally got an appointment window for 7/3 between 8 am and 12pm. Of course no one showed up. I specifically asked for the early window since I can only get my building's maintenance guy out there (unless it's an emergency and subject to an hour and a half wait) between 8am and 3pm. After 3 phone calls, a tech shows up at my apartment at 6pm. Well outside the window given AND outside of the window I'd given them. So they were sent for no reason. I call over the weekend and could get nowhere. So I call this morning and was told that I can't get the service installed until August 7th. Over a month away. I was told that they would look to get a sooner appointment and if they could then someone would get in contact with me, but if not then no one would contact me. So at the end of this, I will have waited SIX weeks to get service. Trust me that if I'd had any other option of service, then I would have promptly switched, however, Comcast is the only approved cable and internet provider for my building. It sucks that I'm limited to a company that has shown me repeatedly that customer service is last on their list of priorities.

We had a new cable dropped because the old line was spliced too many times before and we were not getting a good signal. When CPI came to bury the cable, they instead respliced our line. The contractors were being lazy and trying to cut corners. My husband told them what needed to be done and they didn't want to do the work. He asked them to leave. He then called comcast and they told him that they did not even know someone was coming out that day! What the? We rescheduled the work to be done and we're given a 12 hour window on a Saturday. No one came by mid afternoon so my husband called to find out what was going on. The "manager" told him no one does that work on Saturday. This is after he called this morning to verify the appointment. Now they are supposedly coming within a few days. Our yard has flags running through it and we wonder how many more days, weeks, months it will be until they finish this nightmere.

After 2 weeks of poor TV service they cannot fix or seem interested in keeping me as a customer. If you have any choice don't use Comcast.

Comcast has been providing internet services for years to my residence. I have never ever used their modem services, I have my own linksys system that I have used since I have had internet service.
I notice on the billing that I have been being charged a $10.00 fee for a modem rental for many many many months, I have not completed my research how far back that they have charged me. I am waiting for their answer to this and wish to warn others to make sure that they have not charged them either!
They have a monopoly on the service because in our area we do not have much of an option for these type of services, but I plan to start looking harder. They put on my bill that I am a 'valued customer' - but my bill keeps going up and they can not give me any kind of incentive to keep me active with them. But they can advertise for people to join Comcast for a lot cheaper than I am paying. I know, I have friends who have nearly the same and I take that in consideration but I am paying an astronomical amount compared to my family and friends. I am a senior citizen with one income and no assistance.

Review: I have been trying to get service with Comcast sine June 6th and I has been more than what it has been worth. Pure aggravation. I was told they needed to put in new lines and did not call me to tell me that they had done this. I was told he was not coming out until today June 23rd. I call today and find that the account was deactivated and I was being charged 481 for an install that did not happen. I was told collections would have to delete the amount an that would take 5 days and I would need to call in 5 days to set up the service again. Are you kidding me. So I called back and was told I needed to pay the 481. I asked them for what because I do not have the service. I am so angry right now it's ridiculous. I have an 11 year old child. I am a single parent need tv, Internet and phone and alarm system and can't get anything.Desired Settlement: All I want is for my service to be on this is ridiculous.

Business

Response:

July 16, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: June 24, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted], received in our office June 24, 2014 referencing an installation request, being provided conflicting information and a credit request. I spoke with [redacted] on July 7, 2014 and confirmed the installation of new services was completed on July 5, 2014. I informed her that a credit was applied to the account on July 1, 2014 to cover the charges that were applied to the account in error. The credits applied will be listed on the July 7, 2014 billing statement. I apologized for receiving conflicting information regarding the date that the new line would be run. I trust that this letter provides your office with the information required in this matter. Should you have any questions or need additional information, please contact me at ###-###-####. Regards, [redacted]Executive Customer Relations Specialist

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Regards, [redacted]

I received a call telling me I was able to get a free upgrade to X1. I asked if there were any fees. He said no. I asked if my bill would increase. He said no. Well the day of installation came and the installer (a contractor) arrived but did not have the equipment so he excused himself to contact his supervisor.
When the gentleman came back in the house he asked us if we knew there was an installation fee. I told him that the man that called from Comcast said there were no fees and that my bill would stay the same. He said that he comes across that a lot. Comcast has customer service people that basically work from home and say anything to get the sale. I thanked him for his honesty and told him that I did not wish to "upgrade" my service anymore so he had the order cancelled.
I already was paying almost $190 a month for my Triple Play. I can't imagine how much more it would be. I really think that Comcast is trying their best to improve customer service relations, but if you are going to have sales people lying to consumers just to make the sale...then shame on you.

I need to return equipment to Comcast but they do not send out shipping labels anymore to ship their products back to them. The drive is over an hour in order to take their equipment to a UPS store in order to return it to them. They will not send you a box to even return items to them but if they do not receive the items then they are going to charge you for them. Bt completely!

Horrible customer service. Speed is very low (even though technician came few times). When I tried to disconnect my service, they came back with 2-years contract threat. I am getting less than 8 mbps speed (very low compare to what I am paying for). My family & friends will stay away from comcast due to lack of service.

[redacted]BUYER BEWARE!!!!!![redacted] Comcast via Xfinity originally quoted the monthly internet fee as being $69.99 per month. After the initial price quote my household (my mother and myself) was continually charged over $200 several months in a row, even during a month where no one was home for 3 weeks. NO one was home!!!!!
They have treated millions of other customers the same way and refuse to resolve the matter or account for the hundreds of dollars of overages. They will simply send your bogus bill over to collections and damage your credit.
This is the second time we've tried Xfinity only to receive the same horrible treatment.
This company is crooked and dishonest.

Review: Service Details, cont.

Account Number

Billing Date

Comcast said you would credit my account for all the mistakes in billing me for getting me the right equipment for my service. Now Comcast is double charging me for a modem I do not have, have removed the credit on my account and then added it back on to my account for the same Self Install Kit they credit me for, Now Comcast is charging me for late fees.

for charges that they never should have charged me for in the first place. I even have it in writing that they would not bill me because it was there mistake.

Here is a copy of my last bill. Can you see below Comcast is double charging me for everything. On 05/01 Comcast gave me a credit $109.80, then on the same day 05/01 Comcast billed me $109.80, then on top of that on 5/09 you billed me again for the same install kit and Tech visit $62.94 which you credit me on 05/06 and I have in writing that you would not. And now Comcast has added on another $9.50 for admin fees and late charges, even when you told me to only pay the amount $163.19 and the credit would be applied to my account and bring my balance to $0. I had similar issue before when I moved from [redacted] to [redacted] and Comcast did not close my old account and sent me to collection, even after paying the old bill of $175.00 twice. It took me 4 months to get it off my credit report and to get removed from the Collection Agency and get my $175.00 dollars back.

They are even still billing (06-09-2014 Bill) me for 2 modems @ $7.00 when I only have one modem, and the Technician to all 5 of the wrong Install Kits they sent me in the first place, this is really bad customer service and they even advertise Customer Guarantee.

See below and I will attach a copy of the original bill and the email

Service Details, cont.

Account Number [redacted]

Billing Date 05/09/14

Total Amount Due $285.13

Payment Due By 05/30/14

Page 3 of 6

Partial Month Charges & Credits, cont.

6 days @ $0.2250/day based on a monthly rate

of $7.00

Total Partial Month Charges & Credits

$3.60

Other Charges & Credits

Self Install Kit - Adjustment 05/01 -29.95

Standard Shipping - Adjustment 05/01 -9.95

Standard Shipping - Adjustment 05/01 -9.95

Standard Shipping 05/01 9.95

Self Install Kit 05/01 29.95

Standard Shipping 05/01 19.90 Qty 2 @ $9.95 each

Hd Complete Xf Bundle - Adjustment 05/06 -20.00

Hd Complete Xf Bundle - Adjustment 05/06 -39.95

Self Install Kit 05/05 0.00

Failed Self Install 05/05 0.00

Change of Service 05/05 2.99

1 Product Install 05/09 20.00

Technician Visit 05/09 39.95

Univ. Connectivity Chg. - Recurring 0.69

Regulatory Recovery Fees - Recurring 0.59

Total Other Charges & Credits

$14.22Desired Settlement: I want Billing to be corrected, I want the Late fees removed, I want my credit restored, I want to be compensated for my lost of time (5 months) of trying to correct this issue, and I want and Apology and a Guarantee this will never happen again or my Service is free for a year. Otherwise I will take this matter to court for damages.

Business

Response:

June 13, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: June12, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by **. [redacted], received in our office on June 11, 2014 regarding a billing issue. On June 12, 2014, I spoke with **. [redacted] in regard to his concerns. A credit has been applied to his account on June 12, 2014 for modem charges, one late fee and technician service fee. The credit will appear on his next billing statement, which will be issued on July 9, 2014. The billing code related to the modem charge has been removed to avoid any future billing charges. **. [redacted] is aware the self-installation fee assessed on May 1, 2014 was removed on May 5, 2014 and viewable on his May 9, 2014 billing statement. I provided **. [redacted] with email confirmation of his account status on June 13, 2014. I apologized for any inconvenience her may have experienced while attempting to resolve this matter. I trust that this letter provides your office with the information required in this matter. Should you have any questions or need additional information, please contact me at ###-###-####. Regards, [redacted]Executive Customer Relations Specialist

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

It has been 12 weeks since I had Xfinity Home installed and there is one item in the home package not working. The local office was charging me service call fees for an installation under warranty. I called customer service and they did reverse those charges. Since that time, I have been harassed by the local service office. I was having the non-operating thermostats replaced with my own. I was told to hire an electrician at my expense, and call them for equipment pickup when completed. For this appointment, I specifically said I was unavailable for one date. The supervisor scheduled it for that date anyway, never confirmed it so I had no knowledge, and then sent someone out. I got a message that they attempted to come out for an appointment I was not informed of. I am saving the text where I said I was unavailable, so I have a record. I re-scheduled the appointment, and yet somehow during an entire 12 hour window, they couldn't show up. No one called me to say they weren't coming. I spent an hour on the phone talking with 4 people who asked if I wanted to re-schedule, until someone finally admitted that they noted on the account that they were done for the day and I should re-schedule. If I hadn't complained for an hour, I would never have been told. Now I have another appointment with a 12 hour window and God only knows what will happen with that.

I found out last night that Comcast is now charging data charges on top of their already high rates for internet usage. I told the agent I was never informed of any data charges when I signed up for internet in Aug.. She informed me that they made the change in Nov. and sent it out in the mail. I told her I was signed up for eco payment and don’t get mail. I then ask for a supervisor I ask him why I was not made aware when I called and set up my service. I called so I wouldn’t have any surprises. He said there is a lot of information in their plans, and it would take 45mins. to go over it so they just don’t tell you everything. If you look on their plans it now says data charges may apply but on the plans it doesn’t mention anything. Everyone needs to check their bills for any other charges they didn’t tell you about. This is a dirty way of during business. Everyone in the trial area and even if you aren’t in the trial areas (because it will be coming your way) needs to call Comcast/Xfinity and say NO!!! THIS IS NOT RIGHT. IF WE DON’T THEY WILL KEEP RAISING RATES AND FINDING MORE FEES TO CHARGE US. ENOUGH IS ENOUGH.
Every time I have ever worked with Comcast I have always had problems. They don't set up service correctly they change my plan without telling me. and it goes on and on. It is okay for you to set on hold for 45mins and longer to be transferred to agent after agent but they cant give you all the information that will cost you money with your plans. There is something really wrong with this. The other problem is you cant go to other services because they aren't allowed in your area. This is a Monopoly. So wrong. People are living paycheck to paycheck and these cable/internet and cell phone companies need to monitored and controlled. My problem is I need the internet service and Comcast is only service in area.

I just recently upgraded my service on 6/2/2015. I come home on 6/3/2015 to find that my service has been shut off(internet, cable and phone). I was on the phone for two hours with 5 different representatives. The first 3 representatives thought my service was out due to my upgrade which is scheduled for 6/13/2015 but they couldn't fix the problem. The fourth person I transferred to said something might of been shut off outside of my house. I told them that my wife seen a comcast truck when she got home and shortly after the service went out. So once the fourth person tried a couple of things she could not get the service to work due to the signal not reaching me. She said the service might of been turned off from the outside. She then tells me that no one can come out until 6/6 which is 3 days later. I explain that I am required to work from home for the company I work for and she did not care. This is horrible customer service.

Review: On 5/19/14 I called Comcast because I wanted them to provide me with their high speed internet. Initially the account executive offered me a double play package and I informed her that I just needed internet services because I have a contract with [redacted] for cable/ satellite television. She took my order and gave me a great price for the high speed internet, and she scheduled my installation appointment for 5/21/14. I was not home at the time of installation but my father was there for me. When the technician arrived he cut off my [redacted] line, and hooked up a Comcast cable box and internet modem into that line. When I get home I notice the issue and call them (about 3 hours later) to explain what had happened. I spoke to about 5 different representatives and each one just transferred me around to a different department. I finally asked to speak to a supervisor and he scheduled for another technician to come to my house the next day to fix whatever the first technician had done wrong. Mind you,, I was on the phone for an hour and I have no cable television since 12:00pm on 5/21/14. It is 2:15pm on 5/22/14 and the second technician did not call or show up so now I am on the phone with Comcast again. They've been transferring back and forth to different departments, and I have been on the phone with them today for another hour. When a representative from cable support finally helped me she informed me that unfortunately they can not connect my [redacted] line for me that I would need to contact [redacted] for that, that the only thing they could do was to pick up their equipment (the cable box they left by mistake). That means that I wasted a day when someone could have just told me that from the beginning instead of misleading me to think that Comcast could actually help me with this issue.

If I would've known this was going to be such a [redacted] I would've never switched internet providers no matter how fast they say they are. Comcast's customer service sucks! Their account executives, as they call them, do not know anything of what they're doing. I can't believe they would let this happen to a customer and just simply say afterwards that they can not help with the situation. I am a very unhappy, unsatisfied and a very [redacted] customer.Desired Settlement: I would like for Comcast take off the installation charges since the installation was a disaster, and for them to refund me the money I will have to pay [redacted] to go and reinstall my satellite cable.

Business

Response:

June 5, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: May 22, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted], received in our office May 22, 2014 in regard to disconnected services. I spoke with [redacted] June 2, 2014 and apologized that our technician disconnected her [redacted] service in error during her install on May 21, 2014. [redacted] confirmed the service was reconnected May 22, 2014. I advised a credit was applied on June 2, 2014 for the [redacted] reconnection fee and the internet install fees. Both credits will be reflected on the statement dated June 10, 2014. I apologized for the multiple calls [redacted] made and being transferred repeatedly to get her issues resolved. I trust that this letter provides your office with the information required in this matter. Should you have any questions or need additional information, please contact me at ([redacted]. Regards, [redacted]Comcast Corporate Liaison

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: Scheduled an upgrade in services a month ago. Requested new up to date DVR with upgrade of service as well as another box installation. Comcast installed old style DVR on 4/25/14 that does not work to this day. Same day I called and requested new box , they said no problem . Tech called on his way and I asked if he had new box he said no just old style. He said he called his supervisor and would have one brought out this past Saturday. Again a tech showed up to the house and said he was there to look at a self installed box, what?? He had no box and Comcast installed the box on Job Number [redacted]. Inexcusable. I called again and went thru the ridiculously long auto answer system and got another representative who wanted to schedule a 4th visit to install the correct box and charge me money to do it in 2 WEEKS really. Maybe Comcast should do it right the first time. It has already cost us time and money from work. The box we have still does not have all the channels working or on demand. I expect immediate response or I will order directDesired Settlement: I want this new X1 DVR delivered or mailed to my house no charge ASAP. I expect to be compensated for non working box not being able to utilize upgrade being charged for.

Business

Response:

May 28, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted] Date of Notice: May 5, 2014 Re: [redacted]Dear Sir or Madam, This letter is in response to the complaint filed by [redacted], received in our office May 5, 2014 regarding a delivery issue. I communicated with **. [redacted] on May 7, 2014 via email to discuss his concerns. According to our records, **. [redacted] accepted a Double Play offer on April 9, 2014. The change of service was scheduled for April 25, 2014. On April 25, 2014 **. [redacted] contacted Customer service and requested an exchange of equipment from the HD/DVR to the X1 Platform. The technician was not prepared at the time of scheduled appointment and unfortunately did not have necessary equipment to complete the X1 switch over. A follow up service call was scheduled on April 27, 2014 to assist with a digital box issue. **. [redacted] cancelled the appointment and again requested the new equipment. On May 3, 2014 **. [redacted] verified the digital converter box was working. The order for the X1 was then entered and scheduled. The job was completed on May 10, 2014. I apologize for the miscommunication which led to multiple calls. The installation fees have been waived based on overall experience. I also applied one month of service to the account on May 23, 2014. The credit will appear on the June 23, 2014 statement. I trust that this letter provides your office with the information required in this matter. Should you have any questions or need additional information, please contact me at 888-966-7794 ext. 3028000. Regards, [redacted]Executive Customer Relations

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,