Comcast Corporation

I have been a Xfinity / comcast customer since June of 2014 and we recently moved from Alsip to Montgomery and we haven't been at our new home for even two weeks, and we have spent over 7 hours on the phone with Comcast.
Originally they told me to bring the boxes and cables with me to our new home as they verified their was an existing cable line at the house. All I needed to do was connect and call.
When I called they told me my package wasn't able to be transferred, therefore, I needed to open a new account with less channels and 40 more a month. We called and complained three times with no help, and then we finally reached a manager and they reinstated the original contract from our previous location.
Then we were having issues connecting the cable in two bedrooms, and we were on hold for over 45 mins., then they were unable to assist us. During this time we asked to have two new boxes sent as the other boxes don't provide a guide. They ensured this will not be an additional cost, and the boxes would be sent out. A week later still no boxes, so we called today, and spoke to 4 people and a managers, and were on the phone for over an hour.
In addition, they indicated a tech person would need to come to check the cable line in the bedroom and we requested it be scheduled for 12/30, then they scheduled it for 12/29. We needed to call and reschedule and confirm the boxes were being shipped, with no charge.
They confirmed the boxes weren't shipped and they were going to charge us for the tech to come out as well.
This has been one issue after another and we still don't have connection, and their customer service continues to send us to tech assistance when we asked for billing.
This is the worst customer service assistance and very poor delivery of a satisfactory product.
I am very disappointed in all of our interactions with Xfinity / Comcast in the last week and a half.
Thanks,
K[redacted] J[redacted]

Comcast in the M[redacted] MI area is being offered internet service and they are stating that since you are on Blast Internet service and have 50 Mbps that unplug and they are now increasing this to 75 Mbps. This area even when paying for 50 Mbps business we are not receiving that, when we followed the instructions to "simply power cycle your modem" and then it will have the higher service. We still get less than 30 Mbps. There own Speed test today came back as download speed of 14.73 to 21.50 and the Upload speed came back at 4.79.
Why is it that M[redacted] has to pay for a higher internet service and only receive this level of service. If we choose a lower internet package these levels continue to drop -- this is not only false advertising of products and service but also should be considered illegal business practices. When you contact the customer service reps they are handled lines that it must be in the consumers lines in the house or an issue in the lines, we have had multiple service reps come out and luckily have had a couple honest ones that advise "you are getting what the lines out here can provide". If the service tech's know this why is comcast not reviewing this and putting this information in clear view of their customers. Don't offer something that you can not provide and then make people pay these costs for services.
I don't fault the service tech's in this case, they have been extremely helpful and truthful. It is Comcast corp that I fault. This is complete false advertising of the products and services that are offered.

I had the most horrendous customer service experience today. I called to see the status of the order (we upgraded our Comcast and changed from AT&T - sounds like it was a terrible move) because we had not received it since I ordered it a week and half prior. I was told that they could not and would not speak with me about it being that I was not on the account. I told them that I was confused as I was the one who made the order over the phone and was NEVER told that they could not speak with me. In fact, I spent nearly an hour on the phone with the customer service representative when I upgraded.
I asked to speak with a supervisor because I was the one who ordered it and I just wanted to give them an address to ship to (the houses in downtown C[redacted]l does not have addresses, we all have PO Boxes), I did not want any information about the account. I was on hold for about 15 minutes and the call was disconnected on the Comcast end. Frustrated, I called back and immediately asked to speak with a supervisor. The agent did not want to send me to a supervisor because I was not on the account, however, I told her that was WHY I needed to speak with a supervisor.
The supervisor (J.C.) explained the situation to me again that they cannot provide any information. I again re-iterated to him that I did not want any information about the account, being that I was the one who ordered it I just wanted to give an address because the original person who took my order never asked for an address. J.C. kept explaining to me the process for security and I told him that I understood, however, why is it a problem NOW and not a problem when I try and upgrade the account? I tried explaining to him that I did NOT WANT any information I just wanted to give an address. It went round and round with J.C. getting more and more aggressive.
I asked J.C. to speak with his supervisor, he said no and that he was the supervisor. I asked for his supervisor's name, he would not disclose. I asked him no short of 10 times to speak with HIS supervisor. He said he was the 'top of the ladder' and what he says STANDS. I asked for his location so that when I speak with a supervisor I could tell him where he was from, he would not disclose. I asked him if he would not give me any of that information, when I speak with his supervisor or his supervisor's supervisor how I could tell him who I spoke with, he was hesitant to give me any information. I asked again to speak with his supervisor and was told they are in a meeting. I asked to be sent to the voicemail of his supervisor, he refused. I asked how can I leave a message for your supervisor he said, 'Fine, what is the message?' I said, to call me back. No, we do not have a system for that. So I asked, can I schedule a time to call in and speak with your supervisor and he said NO.
Shocked, I asked how can I identify who I spoke with?!? He finally gave me his badge number ()S! (if that is even accurate). We will be canceling our upgrade and are disgusted with the way Comcast 'Supervisors' handle customers.
APPAULED AND HIGHLY DISAPPOINTED!!!

Review: On or about 03/01/14 I was contacted via my cell phone from comcast. Due to the ever changing "specials" the person was calling to tell me that my plan was going to go up significantly. She stated she had a great promo that she could offer me, otherwise my rate was going up. She failed to tell me that she was going to upgrade me to include home phone service of which I do not want or need. So when I was sent to a third party for confirmation it continuesly asked me if some number was my phone, as I said no a person came on the line and stated that they couldn't verify me so no changes would be made.

However the billing amount was raised without me recieving the services.

Now I have been calling to get credit towards the current bill and I keep getting the run around and transferrred to different people.

The person on the phone I spoke with Jamie refused to give her last name, when I asked to speak to a supervisor I was told she was out to lunch and they would have her call me however they didn't know when that would be. They said her name was [redacted] however they refused to give me her last name also.

When I again asked what my new monthly bill would be I was told $130 something however I have an email stating the new bill would be approx $115.00Desired Settlement: A phone call by a person who can understand the situation and credit my account.

Business

Response:

April 11, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: April 2, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by **. [redacted], received in our office April 3, 2014 in regard to a billing explanation request. I spoke with **. [redacted] on April 3, 2014 and confirmed phone service was not applied to her account. In addition, I advised when her Double Play promotion for cable and internet was applied on March 26, 2014 the full prorated amount was not adjusted. I apologized for the inconvenience and advised a credit was applied on April 3, 2014 and will reflect on her April 11, 2014 billing 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 ###-###-####. Regards, [redacted]Executive Care 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,

Comcast has no integrity in the promises they make to customers.
In a last ditch effort to keep me as a client, I was quoted a monthly rate of $29.77/month awhile back. Instead, Comcast begins billing me at about $50/month.
Quite a discrepancy between words and bills....
Since they refuse to honor their offering and bill me at the promised rate, I continued to leave my monthly automated payment at the $29/mo rate....
This situation continued for almost a year. I didn't want to have to speak to yet another individual at Comcast with an IQ below 50 and had absolutely no faith in their ability to honor commitments. And Comcast never reached out to comment about the "accuring" amount that hasn't been (according to them) paid.
Today, randomly, I get a call that Comcast may shut down my service "at any moment" (right now, tomorrow, next week, or next year) because there is an outstanding amount due. An amount that is based entirely on their error (or lack of integrity, however you see it).
Needless to say, I'm on the market for a new service provider, and would have switched sooner if I hadn't had an even worse experience with AT&T billing mistakes before.

Don't trust Comcast door-to-door salesmen! They lie, mislead, and scam!
We have had to call Comcast two times, and each time we have had to give our account number and explain our problem to several different people. Even though we have been long-time customers of Comcast, no one helped us by removing TV service from our package, TV service that we did not want, have no use for and that door-to-door salesman added to our account. The salesman even wrote down the phone number for us to call so that we could cancel parts of our package that we did not need (TV).
Salesman came to our business, claiming that they represented Comcast and that they could get us a better rate on our internet/phone service. We pointed out that we did not need TV service, as TV was listed on the contract plan that they presented. They told us that the TV was only listed as part of the package, but that this was the best package for our needs and gave us the best pricing. They told us that we could get the TV part of the contract cancelled, and that cancelling TV would further reduce the monthly amount that we paid for internet and phone service.
Comcast did reduce the monthly amount that we now pay for our TV service - for TVs that we have never had and never will have. And Comcast confirmed that they do send sales representatives out, to go door-to-door to area businesses, to work with businesses to get them the best rates and packages available. So they stand behind their door-to-door shysters.

Review: Never got service but keeps getting bills

I scheduled Comcast internet service in Feb and their installation technician visited and told me that the cable signal to my house is too weak so I can not get the service. So I did not have Comcast internet service ever but started to get bills. I called many many times, basically each time I was either transferred among departments or got dropped calls. Once Comcast even sent out a second tech team to check the problem in March but could not solve it. I just keep getting bills. I called to close my account but was transferred to tech department again, then offered another tech visit. So eventually, problems never got solved and my time was totally wasted. Such poor custom service from Comcast is definitely very unique.Desired Settlement: Please cancel my bill and close my account. I want nothing to do with Comcast anymore.

Business

Response:

April 22, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: April 4, 2014 Re: [redacted]. [redacted] Dear Sir/Madam: This letter is in response to the complaint filed by [redacted], received in our office April 7, 2014 regarding a billing concern. A Comcast representative spoke with **. [redacted] on April 13, 2014 and discussed his concerns. Our records reflect the technician was not able to complete the installation of service appointment on February 22, 2014. However, the account was activated in error and billing statements were generated. Upon notification of this matter, the Comcast account was disconnected and all charges were backdated to February 22, 2014. An apology was provided to **. [redacted] for any inconvenience he experienced while attempting to further discuss 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 Care Specialist

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.

Comcast has in their website that you can call 24/7 and account executives are standing by. I tried to call to cancel service and they hang up in you when you finally get through. I will never utilize their service again. I should be able to cancel my service when I want. They are going to give me a prorated refund back so they are going to try and charge me for the couple days that they keep hanging up on me. Not fair at all and this is not a good business practice.

After having issues with my network that grew progressively worse over the past 3 months I called in to try to get the issue resolved. The agent I spoke to (after 3 hours of my calls getting dropped and working through their system to get to someone who could actually help me), the agent made the issue worse by changing settings to my router's channel and our call got disconnected.
A repeated problem being that every time my call was disconnect (which was often) I never received a call back, despite providing my number and having it on file on my account.
Today however, was the worst. A tech guy did more changes to my router and now its worse than ever (seriously who do they hire to handle tech support?), then as I was running a test he went silent for about ten minutes, however I wasn't on hold and I know I was connected. Finally my phone signaled to me that he had disconnected the call.
So that was super bad, I then called their billing line and explained that this was horrible treatment that I would never expect from any service I pay money into. Their offers were to attach a $20 credit to my account - or a $3 credit for the issue I had over the past 3 days.
This is completely crazy, unacceptable offers. Not only was I treated horribly by an agent getting hung up on, I never received any call backs nor was any solution found and working through the agents was lengthy and unproductive. I believe a minimum of 3-6 months of free credited service would be in order - their agent told me that the issues I experienced did not qualify for this, so now I am beyond dissatisfied, I am actively against this company's business and business practices. We deserve better business as consumers, Comcast does not deserve to have a place in this market.

I called Xfinity CSA this morning to ask a simple question. Comcast lists their CSA Sunday hours as 10:30-6:30 EST. I called in at 10:30 and I have been on hold for two and a half hours and still have not gotten through and been transferred twice. This is ridiculous, I am wasting minutes on my cell phone and have gotten no help.

Review: As of 12-9-2013 I became unable to logon to my Comcast Residential Account online. I was attempting to logon and pay my bill and it would not accept my username and password. I attempted to reset my password and it indicated that the username I have always used for my account no longer existed. I attempted to create a new username for my account and was informed that could not be done. I then used the "Chat with a Representative" option on the website. I was transferred 4 times over an hour and a half and ended up getting a ticket created to escalate the issue to resolve it. I have never received any follow up from Comcast and every time I contact them I am told "someone is working on it" and they can give me now more information. I have wasted many many hours now holding on the phone and telling each new person with whom I speak the whole sordid tale over and over again.Desired Settlement: I just want to be able to logon to my account.

Consumer

Response:

---------- Forwarded message ----------

Comcast ios deliberately blocking ROKU or similar streaming devices from being used with their routers. They are setting up stumbling blocks so anyone who is not fairly tech savvy will give up and return those devices. Corrupt and unethical company, if you have another option do your research and avoid doing business with any company that tries to control what you do in your own home.

Review: When I signed up for services I was promised a $250 [redacted] gift card. When I received the card it was only $100.

When I signed up for services I was promised a $250 [redacted] gift card. When I received the card it was only $100. When I called I was told there was a code entered incorrectly on my contract and that the agent could not fix it. She then transferred me to the company that issues the gift cards for Comcast. She checked and saw that the info Comcast sent was to only send me $100. She then stated that Comcast is scamming customers by promising them a higher amount than they are authorizing the company to issue the customer. She said that I needed to call back to Comcast and have them fix it. She stated that she gets calls all day from people this is happening to. When I called back I was transferred all around and no one could help me. I feel as though this needs to be addressed. This is my only avenue to share with others what is happening in hopes of reaching a solution.Desired Settlement: I want the remaining $150 that I was promised when I signed up for a two year agreement.

Business

Response:

September 15, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted] Date of Notice: September 3, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted] received in our office September 7, 2014 regarding an issue with their rebate. On September 10, 2014, I spoke with [redacted]. It was also found that the order was coded incorrectly with the lower amount prepaid card, which resulted in [redacted] being issued the lower amount rather than what was presented on the call. [redacted] has agreed to a credit to the account for the difference. In addition, the account has been provided with Showtime for the next three months at no charge. 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, Maria R[redacted]WNE Executive Customer Relations

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. I would like to note that my name is [redacted] and not [redacted] as I was addressed in the letter by the business.

Regards,

watch they sent me a modem then I called to activate it and they told me they cant do it

My bill went from $84 to $230 in 30 days, I disconnected the service which I had no contract for and my bill went from $84 to $230 even after returning the equipment. When I called to ask about my bill I spoke to 3 different people I kept asking the same question " why is the bill this high I disconnected the service and returned the equipment" their answer was " I explained to you that this is from the the days of service that you had" (26 days) not even 30 days of service. They hunged up on me several times and when I asked to speak to a supervisor or manager I was told they don't have any complaints department that takes care of costumer that want to complaint. I regret ever getting involved with them. Their costumer service was my #1 reason for terminating the service. They have no costumer service Etiquette to take care of the people who are making them have a job. Worst experience!!!!

Once again I must complain about the customer service received from Comcast/Xfinity.
My husband and I recently changed our service plan to reduce our expenses (previously Internet + Cable w/ HD package) to a plan with only internet, HBO and basic TV channels.
As part of the package we were given a free cable box so that we could watch basic cable.
Initially our service seemed to have changed as desired, however we quickly ran into some issues when our HBO service stopped working. After reviewing our account online, it seemed as if we were not in fact signed up for the package that we requested.
This issue was resolved fairly quickly and that aspect seems to be working fine now (hopefully it stays that way).
We however also decided to inquire about getting another cable box (so that we could have one in the bedroom and one in the living room). We inquired (at the same time that we called regarding the HBO issue) whether or not that was an option and if it was free (because we are very aware of unnecessarily equipment rental fees), to which we were told that it could be provided for free.
We later went to the store to pick up a cable box, and once again asked (to double check) whether or not there was any rental free, and again were told by the individual working that there would be no charge.
All that said, of course (as I'm sure you have guessed) we notice a 9.95$ increase on our most recent bill. After reviewing this bill we notice a rental fee for the equipment that we were told was free of charge. When contacting Comcast's customer service we were told that there is nothing they can do. This is extremely frustrating, since we bother to ask whether or not there was a rental fee just to find out that what we were told isn't true. Where is the accountability for those who told us there was no rental fee? Why are we, the customer, stuck dealing with these issues? We need to go out of our way to return equipment? Or spend more of our time on the phone with Comcast's less than useful customer support to resolve a problem that shouldn't even be there in the first place? What am I even paying for in the first place? Do I have the option to buy this equipment instead of renting it? I don't want to pay 120$ a year for some basic equipment needed to use your service, which I will later need to return once I discontinue the service (after having paid more than the full price of a brand new cable box no doubt).

For 3 weeks I being trying to get my service working, two techs had come to my house telling me they couldn't do anything for me I needed a new appointment, my last appointment was reschedueled with out me knowing, had complaint to every supervisor, customer service people and they only thing I had gotten from them are apologies and promises that someone will contact me with a solution, I have being their customer for 7 years and pay $350.00 a month I had issues before and had to wait at least a week to be resolved but this time no one has done right by me.

I order cable and internet through Comcast-Xfinity, on May 11, 2015, today is July 1, 2015. I am still waiting for services to be installed at my home. By June 19, 2015, I have had five install techs at my home. Talked with 10 people on the phone from the company. On June 17th, I got a call from them trying to tell me I owed a deposit, on June 24th I got another call saying it was going to cost me $2000.00 to get services. I have been patient and tried to work this unbelievably poor customer service,. Comcast-Xfinity does not care about their customer .

Review: Comcast changed the way they were transmitting service to limited basic customers in early March so that equipment had to be installed in order to even receive a signal for TV.After trying to install for an hour according to directions,called for help.Customer Service person asked a few questions and determined that equipment must be faulty,replacements would be sent.Asked about refund or prorate because paying for service not able to get(reception).Was told that when equipment installed and running a refund would be issued.When tried to install replacement, found that still not working.Worked on for approximately 45 minutes,was very frustrated that replacement would not work either.Looked closer at illustration in box and figured out that equipment sent to me was for secondary set,I needed for primary set.Decided paying too much out of budget and having too much hassle just to get reception; time to try something else to get reception. Had already paid for two months of non-service because did not want to be turned into collection agency and/or having to pay to have service turned on again.Got alternative, called to cancel service (had not paid bill received few weeks earlier-why pay for no service - already done for two months- and when refund should be issued?), and returned equipment.When called to cancel,asked about refund and told to talk with billing.Called to inquire of refund,was told no documentation of previous calls, but would be documented.Asked about refund as had been on phone already 20 minutes and had to get off phone and was told a representative would call me back that night. No phone call even though phone line left open.Followed up on refund, told I owed, and that I "did not have a valid request for adjustment."Asked if there was anyone else I could talk to or could help me and told "no further customer service." Asked about these two items at least twice so could get their final answer.This is how they treat a 16 year loyal customer. Lies, Lies, and Greed.Desired Settlement: I am refunded for the amount of time I paid for service and was unable to get. And that I am not charged for services not received in May.Refund from first call in March (can prorate bill for that month - had not had reception for about 10 days when called that equipment not working - I'll give them that) and for the April bill which was paid.

Business

Response:

July 31, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: July 16, 2014 Re: [redacted] Dear Sir/Madam: This letter is in response to the complaint filed by [redacted], received in our office July 18, 2014 regarding a billing concern. A Comcast representative attempted to contact [redacted], utilizing all contact methods provided, without success. The Comcast account reflects as disconnected with a stop bill date of May, 22 2014. Our records do indicate and order was placed on March 9, 2014 to ship equipment to [redacted]. However, the account does not reflect a history of service appointments identifying a service related issue. In an effort to reach a satisfactory resolution with [redacted], a courtesy credit was applied to the account on July 31, 2014 providing the requested compensation to the disconnected account. A letter was sent to [redacted] on July 31, 2014 explaining the steps taken to address her concerns. 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, Davina L[redacted]Executive Customer Care 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.

Although they were provided with several contact options for me, they only provided me with one contact option with limited hours. It was difficult for me to return contact, I contacted at my first opportunity on July 31. In speaking with the representative, he indicated that a response had already been sent to you and explained their response to me.

Thank you for your efforts and service. You do indeed provide a valuable asset to the consumers and the communities in which you serve.Regards, [redacted]

Lightening struck outside my home next to a cable wire that was not properly grounded. I can actually see the orange cord as it was not originally buried deep enough. When lightening struck, the surge came through the cable line and burned out the following: Vizio TV, Denon Receiver, Sony Blu-ray player, comcast x1 box and modem. I called comcast regarding the outage on June 20th and received an appointment for June 26th. Not realizing that all of my services were out at the time of my original call, I had to make a subsequent call on June 21st and explain that ALL of my services were out: Internet, Phone and Cable. I was told that it would be "escalated" and someone would come to my home on June 22nd between 2:30 and 10:30pm. I was also told that I would receive a $90 credit for the time that my services were out. The representative ensured me that someone would be out the next day June 22nd between 2:30-10:30pm. Prior to leaving work for the day I called comcast to ensure someone was coming as I left work early to meet the service guys. As the evening progressed I called approximately 3 more times and was ensured all times that someone would show up and I would receive a call. Around 8pm I had not received a call and a service tech had not shown up at my home so I called comcast again and was told that "dispatch" closes at 7pm, by law they are not allowed to schedule anyone to service the inside of a customers home after 8pm, a service tech was not coming, "escalation" only means that if someone cancels then the person next in the "escalation" line gets the appointment. Therefore, I was told that due to the inconvenience I would receive an additional $20 credit and my case would still be "escalated". Needless to say I called several more and was told that more than likely I wouldn't see them until Friday, June 26th. A Vizio tech came out on Thursday, June 25th and had to replace the motherboard AND power board. On Friday, June 26th the guys showed up, replaced the ground cable (which is still exposed as the techs won't be out until July 11th to bury it. So if lightening strikes again....same issue!). They informed me that they can tell where the lightening struck which was next to an exposed cable line. They replaced the x1 box and modem and restored my services. However, upon starting up all my equipment (bluray and receiver) none of them worked. They power on none of them receive signals from the TV or cable box. I unplug both and plugged them up utilizing a new HDMI cable and to a different TV that works and nothing, both are burnt out due to comcast's inability to install products properly. I called and requested comcast replace the equipment that was burnt out. I was told that it was an "act of God" and therefore, not their fault. However, it was only after I said the ground wire was improperly installed that they initiated a claim ticket. Each time I called, I received nothing but the runaround and poor customer service. I was out of my services for a week, was promised credits that have not shown up on my account and services that are not complete. Now I have to return the faulty box upstairs to a service center in order to have cable upstairs. I have spoken to so many customer service representatives that promised a call from a supervisor (no call or message) and/or promised emergency service. I am very dissatisfied with the level of service or lack thereof I received and lack of resolution to an issue that was obviously not my fault. Additionally, I now have a bill in the amount of $159 (appx) because "I am billed a month early and I won't see the credit until next month" however, when I called today the agent said she did see where a credit is to be issued. I have confirmation numbers for all conversations regarding credits and "escalations". Comcast is ripping off customers with their empty promises and lack of service!