Comcast Corporation

Review: I am an Internet service customer of Comcast. The Internet service that was sold to me is supposed to have NO BLOCKED Internet Service Ports. I was told that Blast is a "Business Level" service and speed. Later on I found out that port 25 was blocked. Without this port I can not send or receive emails. I kept contacting Comcast and agents would give me documentations on how to setup email.

I found out that Comcast has decided to make port 25 as part of their business offering, which means more money for the monopoly. I used to live in Connecticut and Comcast was my Internet Service Provider. When I called for port 25, Comcast unblocked it for me. Now, in California, I am told that I have to buy Business Services to have port 25 unblocked. Comcast agent sites Internet Security and Anti-Spam policies for blocking port 25 while it is just another way the monopoly wants to squeeze local subscribers into paying more money. If I put a request to unblock a port, then Comcast should be able to create a policy exception, like that which was made in CT. I do not think that Spammers request to unblock service ports. This is not how Comcast is protecting the Internet. It is just creatively squeezing more money out of our pockets knowing that, as the monopoly in the market, we have no other ISP to work with and that either you oblige and pay more or ....

I want port 25 unblocked for my current package with Comcast without having to pay extra for the same service under a different name.

I contact Comcast Security Assurance team, as I was initially told to do, if I have port issues, and they would help me with blocked ports. The person, Grace, that I spoke with, told me that I have to buy new Business services to have port 25 unblocked. I did not have to buy business services in Connecticut for Comcast to unblock port 25 for me. He told me that he will create a Request Ticket to have port 25 unblocked. He said that most likely this request will be denied as Comcast's policies state that residential accounts can not send emails! So now Comcast is going to tell us what we can and can not do online? If Comcast was not the monopoly in the CA market I could have went elsewhere where I would pay less and get all the services I want.

I am requesting the regulators of Comcast start looking at their unfair service policies and protect us, consumers from the monopoly Comcast. If Comcast marketing teams break up an Internet Service so we can buy it a piece at a team, they would do that knowing they will make us pay since we have no alternative. Either Comcast rename their Internet Service Provider into Internet Surfing Provider and allow its customers the liberty and freedom to choose the legal activities that they can themselves choose to do online. Monopoly Comcast is not OUR Big Brother. It is only squeezing more money out of our emptied pockets.Desired Settlement: Please help revise Comcast Monopoly policies and get me port 25 unblocked. Comcast does not block other ports such as port 80 which residential consumers can use to host all sorts of websites, legal and illegal including malware and attack sites. So why should port 25 be blocked under the anti-spam claim? If I can control what my Web Server can host and be a good citizen of the Internet, I can also control what my Mail Server send and receive and also be a good citizen of the Internet, without having to pay a tone extra money to Comcast.

Either block ALL Internet Ports and sell them individually to us, or unblock them either by default or via exception policy.

Business

Response:

September 16, 2014Revdex.com 1880 John F. Kennedy Blvd., Suite 1330 Philadelphia PA 19103 Complaint DepartmentRE: [redacted]Revdex.com File Number: [redacted] Ticket Number: [redacted] Response Type: NOIC-Notice of Informal Complaint Date of Notice: August 26, 2014Dear Sir/Madam:This letter is in response to the complaint filed by [redacted], received by Comcast on August 26, 2014 regarding his inability to keep SMTP port 25 open using his Xfinity internet service and 3rd party server.Comcast is committed to limiting the amount of spam/virus emails received in our customers’ inboxes by using industry standard anti-spam/virus protocols on our mail servers. In order to ensure a more secure network and email domain, Comcast no longer allows residential Internet users to access port 25 by default. We are therefore asking comcast.net email users to migrate to port [redacted], which offers SSL encryption. We will, however, continue to support the industry standard port [redacted]. Upon request, our Customer Security Assurance team will grant access to port 25, which will enable access only for email domains other than Comcast.net email servers. Comcast.net email servers will no longer accept port 25 submissions. Additionally, Comcast provides online mail client support documentation[1] which, if followed, will allow customers to send e-mail through an alternate port.On September 2nd, a Senior Customer Security Assurance technician reached out to [redacted] and explained that Comcast cannot permanently unblock port 25. The technician provided his direct contact information so that [redacted] may contact us with any further concerns.I trust this letter provides your office with the information required in this matter. Please contact me directly at ###-###-#### if you have any questions or need additional information. Comcast looks forward to receiving confirmation from the Revdex.com upon closure of file [redacted].Sincerely,Cristian G[redacted] Process Analyst II Comcast Customer Security Assurance[[redacted]

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.

It is worth adding that Comcast should not use the argument that it is protecting the internet and its users from spam to monopolize or force users to upgrade or buy other services. As a neutral service provider Comcast should commit to providing Internet Services and leave it up to the consumer to decide which protocol it needs in their daily use. It is agreed that some protocols can be abused by third-parties (e.g. hackers, etc) but the paying consumer should not be penalized for that or forced to change his diet under Comcast or any similar service provider's pressure.

I am a former Comcast employee. While employed, I had no issues with my cable and internet services. After I left Comcast I called to continue my services. I asked for an upgrade to their X1 Platform. I had to speak with no less than 6 representatives before the equipment was sent to me. It was three weeks before it arrived. After the equipment was sent I had 2 technicians come to my home before they realized the wrong modem was sent to me. I was assured by many representatives that I would not be responsible for the installation fees, and yet, I was billed for them. I was also transferred to a person who was a "supervisor" named Mark. Later I was told that there was no supervisor named Mark. I called to request a credit for services not received. Everyone I spoke with promised a call back. Only one person made good on their promise and she did help me with that. In the end I spoke with at least 12 representatives. .As a Direct Sales Representative I spent many hours trying to entice former customers to come back to Comcast with the promise that customer service had improved. I believed what I was saying. I was wrong.

Review: I recently moved from my apartment (April 19th) and called Comcast on April 1st at 2 pm to speak to someone about cancelling my service. I wanted the last day of service to be 4/19 and the first day without service to be 4/20. I spoke with someone by the name of Tamika. She confirmed she cancelled my service effective 4/20 and asked for my updated address. I asked if I could pay a pro-rated amount for the month of April, since I was not going to need service for the entire month (my billing cycle goes from 3/24-4/25). Tamika said no - I had to pay the full month and that I would receive a credit via a paper check in the mail about 3-4 weeks after my cancellation was processed. I did not understand why I had to pay the entire month, but thought since the overage of charges was minimal, it would be fine to receive a credit later.

A couple of weeks after I moved, I logged into my account online to see if the credit would be showing. I could still log in and everything appeared as if I had not cancelled my services, which I thought was quite odd and led me to believe something was wrong with my account. I called again to confirm and was told that yes, I had cancelled my service effective 4/20, but that it would take some time to show up in the system and that the Tech did not come out on that exact day, they only come out on certain days, so that could delay it as well. I don't have the exact dates and times, but I did call multiple times after 4/1 to confirm cancellation. Each time, I was told that I did cancel effective 4/20 and that it was just taking some additional time to process.

I then had an issue with returning equipment. Someone by the name of Shawn from Comcast called on June 3rd at 4:20 pm. He asked me if I returned the equipment. I told him yes - the only equipment I had was the modem and I returned it, via [redacted], with the box that was provided to me by Comcast. I read him the tracking number and he said he will update my account with the tracking number. He said he will then get confirmation that the modem was received.

On June 5th, I received a voice mail from a robot from ###-###-#### asking for me to call back at ###-###-####. I spoke with Mia and told her that I already spoke to Shawn. I told her I need to talk to someone to confirm that I already returned the modem because I am tired of getting phone calls every day. She transferred me to Comcast. Didn't transfer me to the right place and I was then disconnected. I then called ###-###-#### to try to get to a representative. Spoke with Donna, but she was not the correct person. She transferred me to Billing. Spoke to Vince. He is opened a ticket to have it researched - he sees it was delivered, but Accounting has not updated my account and says the equipment has still not been delivered. The ticket was sent to the warehouse and is tied to my account. He said it should take at least a couple of business days for the warehouse to get back to me - by Monday he thinks. The warehouse will update the account once they find the modem, as well as call me and confirm on my cell phone. They will also contact collections so that they do not keep calling me.

On June 12th, I received a call from Gwen at 2:40 pm from the Warehouse. Gwen confirmed that they did locate my modem and that the flag on my account indicating that it has not been received has been removed. Once that was resolved, I thought I had all issues with Comcast resolved and would not hear from them again.

However, I was wrong. I am now receiving calls saying that I have a $37.56 balance. The collections agency cannot give me any details, after I explain to them that I have already overpaid. I called Comcast yet again today, 7/16 and spoke to Vivian. She said she had to look to see what the collection agency had in the system, as if she could not confirm it, but had to rely on the collection agency. When in fact, the agency told me I needed to call Comcast to clear up the issue. She tells me she does not see that I cancelled service on 4/1 - the notes in the system show I did not want to talk to the cancellation department. She said I called in May to cancel. I told her that is incorrect - I called in May to confirm my cancellation and was told multiple times that my service had been cancelled and then I needed to wait for it to be processed and finalized. She now says a 'Billing Supervisor' will call me back tomorrow between 12 pm and 1 pm to discuss the issue. Vivian says she cannot do anything with the account since it is a closed account.

I did not keep detailed notes of each call, but as an estimate, I would guess I have had to call nearly 8-10 times since 4/1 just to get my service cancelled and confirm my modem was received. Every single part of the process that could go wrong, has gone wrong, and has taken an extensive amount of my time to try to rectify on my part. Not only do equipment and payments not get recorded correctly, the notes from my calls are not even recorded correctly. I was forced to have Comcast cable because it was the only cable provided at my apartment building. Otherwise, I would not have had their service, as I have had terrible experiences in the past with them as well. It is very [redacted]etting that they not only cannot keep records in relation to equipment and billing, but they also have misrepresented my phone calls with the representatives. I moved on 4/19 and now, months later, I am still trying to sort out perhaps one of the easiest transactions of cancelling service. I am due a credit from Comcast, yet they say I owe them money and equipment and send me to collections. All I want is to have this resolved, but I have been going in circles, speaking with representatives that not only know how to do their jobs correctly (unless they are purposely not doing it), but they also have been falsifying the notes of our conversations, which is making it even more difficult to rectify this most recent issue.Desired Settlement: Billing Adjustment & Refund - I need my credit due to me. I also would like an additional refund of my last month of service due to the fact that I have spent over 3 months trying to get a very simple request fulfilled.

Letter - a confirmation statement saying that I do not owe Comcast any equipment or any payment of any kind. Also, I would like confirmation that all collection agencies associated with Comcast have been updated with the information that I do not owe Comcast anything.

Stop contacting me - I want Comcast and all associated collection agencies to stop contacting me once my account is rectified.

Business

Response:

July 21, 2014Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: July 17, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted], received in our office July 17, 2014 regarding a collection notice received. I communicated with [redacted] on July 17, 2014 in regard to her concern. Our records confirm she requested to cancel service on April 20, 2014; however, she was in billed in error until May 20, 2014. A credit for the billing overcharge was placed on the account on July 17, 2014. Additionally I confirmed the equipment was removed from the account on June 12, 2014. The account was recalled from the collection agency on July 17, 2014 and she will receive a confirmation letter within 30 days. The refund for overpayment was processed and is expected to be delivered within the next 7-14 business days. We will follow up with [redacted] to ensure delivery. 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, Mario S. Executive Care Specialist

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: Comcast said my refund check would be received within 7-14 business days, however I have yet to receive it. It has now been 21 business days since their response. Also, my bill for one entire month was $57.95. I overpaid for 5 days of the billing cycle and Comcast said I would only receive a $3.00. That does not make sense. At $57.95 divided by 31 days in the billing period, that is $1.87 per day. Multiplied by 5 equals $9.35. I want my entire last payment refunded to me. It is now mid-August, it has been 4 months since I cancelled my service and this is still not resolved. This is unacceptable for such a basic transaction.

Although I already gave this to them multiple times, my current mailing address is:[redacted]

Regards,

Business

Response:

September 2, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: August 19, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted], received in our office August, 2014 regarding a collection notice received. I communicated with [redacted] on August 25, 2014 in regard to her concern. Due to an error in the system, the first refund was not processed. Our records confirm [redacted] requested to cancel services on April 20, 2014. The last payment received was on April 29, 2014 and covered billing cycle March 26, 2014 – April 25, 2014. A refund for overpayment from April 20, 2014 – April 25, 2014 was processed on August 25, 2014; no additional amounts are owed. The refund will take 7-10 business for delivery. I will follow up with [redacted] to ensure receipt of refund. We apologize for any inconveniences they may have experienced. 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, Mario S. Executive 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. They did not give me any additional credits due to the length of time it took to get this resolved, but they did finally send me the reimbursement check for the amount I was overcharged. It took well over five months to complete this process.

Regards,

I have tried many times to resolve the issue with the company I am now looking to go to another company and it doesn’t matter I may pay more. I have been lied to by their representatives, not once, not twice, but 3 times. I am seeking to speak with a lawyer on top of my complaint here and with the office of the president. As a consumer I do not appreciate being lied to, and mislead on what I would be paying with a company to stay and use their service. I have called 4 times they refused to get me a supervisor or manager and when I told the representative to just cancel my services they placed me on hold for 35 minutes and disconnected my call. So now they are charging me every day because I am not able to cancel.

Before we moved, I contacted Comcast to ensure my internet will be transferred over to my new place (a few miles away). The assured me that there will be no disruption of any of my services. Three months later, I checked my Comcast email and no email service. As it turned out, they shut down our email because we moved??? I spent almost two hours with Comcast the fix the problem and I still don't have my email up and running. I'm very angry and frustrated because I used this email address as my primary personal email and now I will have to go back to all of my contacts and have them change my email address. I created a new email address from another service. Comcast (Xfinity) is a monopoly and there needs to be other services available for me to access internet. They are horrible!! We cancelled cable with them because they ripped us off with the cost and it was constantly breaking down!!

Review: I have had an HD digital antennae that provides me with nationally syndicated channels for free. And I am an avid Houston Texans fan, and living in Houston I get all the games for free on NBC or CBS every week. For football season I wanted to have ESPN for the other games too. So I chose the only company that will be airing Houston rockets games too. Comcast.

As long as I was going to set up a service at my residence I decided to go with the whole package. Every premium channel and home internet with a DVR. Service began the very first day of the NFL season on September 9th. Everything worked well. Not perfectly but no major errors in the service and I was happy. The bill came in for $311.93 and I paid it on October 1st.

On October 3rd, 2013, I paused the DVR player and went to the store to pick up some beer for the thursday night NFL game. I came back and the DVR would not unpause. I called Comcast and went through several prompts entering in my zip code, social security number, and cell phone number. The prompt finally got me to a recording that thanked me and told me it may be a few minutes before I get to speak to an agent. Then the prompt paused for about 2 seconds and then gave me a busy signal. Frustrated, I hung up and tried again. I went through all the prompts entering in all of my information only to come to the same recording re-assuring me I'd get to talk to an agent in a few minutes just to end up with a dead-end, busy signal. Even more frustrated I decided to take the computer recordings advice and go online to resolve the issue.

Communicating through an online chat room, a tech support agent walked me through several troubleshooting steps of turning off the comcast equipment, unplugging it, waiting different arbitrary amounts of time until before we plugged it back in, and turning it back on. Nothing worked except for the home wi-fi.

Frustrated, I just unplugged everything and went to bed. The next day when I got home from work, I plugged everything in and turned on the equipment, and a few random channels would work. A couple showtime channels worked and a couple didn't work. A couple discovery channel channels worked but others did not. NO nationally sydicated channels worked, such as NBC or CBS. They were completely blacked out. I called tech support again and was led to a recording that just stated there were problems in my area and then the automatic recording hung up on me with no other options. It was like that for over 2 days. No human contact possible. I wanted to cut service right then and there but had no way of doing it because there was no way of talking to a human. I definately wanted to terminate services at this point if it was at all possible. NO service and NO ONE to talk to about it so I could explain my dissatisfaction and also to end services? Unacceptable.

I believe it was the 7th where I was finally able to talk to a human. A two hour conversation with 6 different agents all trying to do the same thing the tech support agent online was doing. Rudimentary unplugging and replugging after different arbitrary amounts of time. 5 minutes. 10 minutes. 30 minutes. And I waited though all of them. And gave my name, social security number, address, and cell phone number to each agent and redescribed my situation to ALL of them. After several agents, I was finally told that there were problems in my area and promised me that people in the field were working on it and it would work by 5AM the following morning. So I unplugged everything and went to bed again.

In the morning of the 8th service was not restored. No NBC or CBS. Free television that I could get on my digital antennae in my room, but not on my big screen in the living room that I paid money for. I paid $100 for installation so service would be perfect and I could watch football at home with buddies. I called tech support and they led me through troubleshooting again, which is just another word for unplugging everything and then plugging everything back again. When nothing worked I was promised again that people were in my area fixing the situation and it would be fixed by 10pm that night. It was not. Why I didn't cut services right then and there I'll never know. The agents kept doing an excellent job of stalling me and giving me many promises that my service would be fixed.

I called again and went through troubleshooting again. AGAIN agent promises it will be fixed by 5AM the next morning. I remind the agent this is the 3rd promise of it supposed to work and if it doesn't I wanted my money back and to end my relationship with Comcast. An agent I talked to explained I was in the grace period and would get a full refund. She explained I would get a full refund after the equipment is returned. She gave me some options and I had no preference. She said shipping was free so I just went with that suggestion. Now over a month later I find out on my own, meaning no one called me to inform me that the Comcast agent made a mistake and I would NOT get my full refund back. I found that out yesterday and tried to talk to someone at Comcast about my experience; but as far as they were concerned, their agents had successfully stalled me out of the grace period and I was not their problem anymore.Desired Settlement: $311.93

I have spent an enormous amount of TIME and effort trying to recieve fair service in exchange for the money I ALREADY paid for. My time is worth a lot of money but I will not ask compensation for that. This ranks up with one of the worst customer service experiences of my life. Hours on the phone with no resolve. I just want what the agent had told me I was going to get when Comcast receives its equipment back.

Business

Response:

December 12, 2013

Revdex.com of Metro Washington DC & Eastern Pennsylvania

1880 John F Kennedy Blvd., Suite 1330

Philadelphia, PA 19103

Case Number: [redacted]

Date of Notice: 11/15/2013

Re: [redacted]

[redacted]

[redacted]

Dear Sir or Madam,

This letter is in response to the complaint filed by [redacted] received in our office on November 15, 2013 referencing a billing adjustment.

On December 2, 2013, I communicated with **. [redacted] in regard to his concerns. We verified that all equipment had been returned as of October 23, 2013. A refund was processed via check on December 4, 2013 and can take up to 30 days to receive. We apologized to **. [redacted] for the inconvenience and frustration caused when trying 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,

Comcast – Mile High Region

Executive Customer Support

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,

We had the Xfinity home security system installed last spring, and it has been nothing but trouble. The system fails, goes down, or malfunctions several times a week. We had the system armed on Christmas Day, and came home to find the system down. We couldn't disarm it at all. Then without warning the system rebooted while me, and my children were in the house which set off the alarm. Phones started ringing, and unfortunately I couldn't remember the passcode, so the police were called.
It is such an unreliable system and a huge waste of money.
A technician came out the next day, and we moved the touch screen closer to the router. Didn't change anything. A few days later the same technician called to tell me that his supervisor would be calling me on a certain Monday. It's been exactly a week, and no supervisor has called. I've had to call and make an appointment to have all of the equipment removed from my house while still paying for a service we do not have. It's frustrating, but better than the system calling in false alarms that can get expensive, and are a huge waste of time for Law Enforcement officers.

On 11 January 2016 I contacted Comcast to change my services. The representative that helped me ended our call by repeating all that I had changed and the amount that my new bill will be, which was $66.95 plus taxes. I called back less than hour later just to make sure that I was not entered into a contract, because I was unsure if I was going to keep Comcast for much longer. This new representative, whose name is Mr. George [redacted] stated that I would be paying $89.95 just for the Internet service that I requested and I told him that that is not what his coworker quoted to me. He repeated himself at least three times and the last time he did I asked to speak with a manager. I was then put on hold for well over 10 minutes and when Mr. [redacted] came back to the phone he stated that Comcast had to pull the recorded phone conversation from my previous contact with Comcast and that someone would get back to me within 24-48 hours. I asked him what the managers name was and he stated that it was Mr. Steven [redacted]. He then started to offer my a one year contract for the service that I was signed up for at the price I was quoted. I didn't want to be in a contract. I was so frustrated with the whole conversation that I told him to just cancel my order altogether. This is not the first time that I have encountered different price quotes and poor customer service with Comcast and am now no longer a customer with them. I will never recommend them to anyone!

Please be aware I have been a customer of comcast /ixfinity for almost 2 yrs. I have a very sick mother whom I help take care of. Please be aware of a few things. Comcast advertises BLAST Internet with speeds of up to 150 mb/s. What they do not tell you is that service is for an ether net connection only. It is not for any of your wireless connections. They will also practice price deception. They will advertise a particular rate and then your bill will be more than advertised. Their technicians are horrible. There was a dead wire in our wall and they never bothered trying to check the wall until months after coming to my mother's week after week after week to retighten the lines all the while sneaking 30 dollars here, 40 dollars there for quote "transparency reasons" but never taking those charges off. I was also talked into their triple play offer being promised it would take money off my bill, even though my mother has life line services. The technician had disconnected her lifeline services and we didn't realize it for 2 days! This was after the technician had been informed not to accidentally disconnect it! This past monday I was determined to square my bill off once and for all and was told that they had a new policy stating they could not go back over 60 days to award credits even though it was their fault for not attending to the matter months prior! This is a very condensed version of what happened to me but all you have to do is go online and listen to the horror stories, for they are REAL!

To whom it may Concern,
When I originally signed up for Comcast in May 2015, I was told I was signing up for a triple play package consisting of internet, home security and a cable package with 140+ or so including an HBO subscription. After the initial month of my services I called in to complain about my weak cable & internet signal interfering with my television viewing and internet surfing. At that point, I was informed that I “did not have a triple play package” and instead had an a la cart package and the reason for the weak signal was due to the fact that I was not eligible or signed up for channels I was trying to view, which is a direct contradiction to what I was told when signing up in the first place and doesn’t’ make sense given I had access to the channels in the first month (Comcast’s first lie). However, after gaining no traction or coming to common ground with the agent, I was told they were going to adjust my package and would have to charge me $20 additionally for HBO, therefore I told them to remove it given that price was too much for me.
After further signal problems I called in to Comcast repeatedly for the next month to trying resolve my problem only to get the recorded message that Comcast was aware of signal problems in the area and was working to address the issue. Finally I was able to get a hold of an agent weeks later, who tried to help me with the signal issues and told me they could offer me a TV viewing package at a slightly higher rate that would include HBO and would be an apart of any promotional package thereby guaranteeing my rate for the next 24 months. However, 6 months later my bill increased due to the “promotional period ending” and I was charged for premium channels which I was told (and the calls recorded) would not increase and was not a part of any promotional pricing package. At that time, I told the Comcast agent to remove all premium channels from my account as I was not willing to pay for them given I don’t watch any premium channels with the slight exception of HBO. The agent then told me the premium packages would be removed but she could offer me HBO for a non-committal 3 month period in which I wouldn’t have to pay anything nor call in to cancel after the period was up. Given the history of Comcast’s lying and deceit I ask for everything in an email which she assured me would come. Sadly but not surprisingly the email never came and the very next month I received my bill from Comcast charging me $15 for HBO, which again I was told would be free.
In my area, AT&T is not an option nor is RCN, therefore I’m almost cornered into doing business with Comcast as otherwise I would have canceled my service a long time ago given their poor customer service. However, I am writing this dismay my frustration with the company and at least force them to start submitting written proposals /agreements when changing or altering a customer’s service package given the deceit and lies constantly told by phone agents.

I received a phone call from Comcast agent with a heavy Indian accent offering to upgrade my TV/Internet bundle to their new X1 system. She said the upgrade would only cost $10 per month and I would receive new High Def. adapters that would give me High Def. pictures on all my TVs instead of the Standard Def. I receive now. She said the price for the HD adapters would be the same as I am paying for my SD adapters now.
I had concerns about the offer and called 1800Comcast. The agent told me the X1 service was available for $10 additional per month but in order to get HD service I would have to pay another $10 per month plus pay an additional $1 per month for each HD adapter. None of this was stated by the Indian agent. This is just another example of how Comcast uses unscrupulous sales practices to

I have had a problem with Comcast. I called as I was moving. First their advertising is false. They pick the day and time not you. They made me an appointment and they didn't show up. They tried blaming me saying I didn't answer my phone. I gave them my cell number as the landline was moving with me. It took finally contacting Corporate and over two weeks to get my service installed. Then they changed my phone number and said I couldn't get my previous number. I now receive multiple calls a day for other people. The topper though is they then send me a bill for installation. I will never recommend them to anyone.

I had been a customer with xfinity for a couple months before I realized there was a data limit with their internet service thats fine I should of researched it so I called customer service to try and upgrade my service to remove the data limit from my service. The agent told me to remove the data limit from my account I needed to sign up for their bundle services. So I signed up even though I didn't need the phone or cable service so that I wouldn't be paying overages. Everything was fine for a couple months till I started getting charged for overages again. Apparently the agent had waved my data overages for a couple months and the bundle did nothing but get me a higher bill. These practices are borderline fraud and those interested in internet services beware.

In July 2015, a salesperson from Comcast phoned me to say that as a reward for being a loyal customer, they would be renewing my internet service at the current rate (called the Internet Plus), which was $39.99. At that time, I asked, "What is the catch?" He relied, "There is no catch". At that time, he also asked if I knew that I could have been getting the basic tv package bundled with this then offered to send to cable box that would include free HBO for a year. So, I asked, "Wait! So, you're sending a cable box to me to receive basic channels and keeping my internet service at the same price? And there is no charge or the TV services and the box" He responded "That is correct". So, I said to go ahead with it.
Following the conversation, I called Comcast Customer Service, because the salesman's offer seemed too good to be true. Comcast Customer Service confirmed that the offer was legitimate.
Several day later, I received a cable access box via UPS. For several weeks, I did not attempt to connect the box. In the meantime, I purchased a splitter, a coupler, and a coaxial cable. Once I connected the cable box, realized that all of the channels I received (with the exception of HBO) were the same as what I already receive through an aerial antennae, but that the Comcast channels were not HD. At that point I realized I would not be using the cable box, so I sent it back to Comcast.
My August bill included the (Internet Blast) pricing. My September bill was different and included a broadcast TV fee, which was never discussed with me in the July 2015 sales call or the call to customer service. So, I called Comcast to discuss the September bill. At that time, I wanted to confirm that they had received the cable box. The confirmed that they had received it.
The October bill arrived and the whole package was removed. A statement reading, "Effective 10/13/15, Internet Plus at $39.99 per month was removed. Performance Internet at $66.95 per month was added."
I called Comcast about the change and referred to the previous conversation with the salesperson as well as customer service. The representative was not helpful and not understanding. She stated that since I returned the cable box, I lost the pricing promotion. (1) That is not the way this pricing package was offered. (2) Not one person from customer service informed me that if I returned the cable box, I would be voiding my promotional pricing.
This is a horrible way to do business.

I moved to MA from VA and currently have a Comcast account. The Comcast tech who hooked my equipment told me he turned my account back on when I arrived in MA. My account is up to date, but I have been contacted by a bill collector service for an unpaid bill from Comcast on fees charged while I was in VA. Instead of applying the charges to my current account which is paid online monthly, they sent information to collection which will affect my credit score. This is an extremely lazy way to do business and lacks any customer service. I would NOT recommend this company if you have any other choice in provider.

Review: A little bit of background: I was a Comcast customer from 2009 to 2011 while I lived in Tallahassee, FL. I paid approximately $60/month for cable internet. It was a positive experience. I never had any service or billing issues then. When I moved to Honolulu, HI, I did business with Time Warner Cable and paid approximately $30/month for their cable internet. When I moved back to Tallahassee, FL in August of 2014, I established an account with Comcast to get cable internet. They offered me a TV/internet/phone package for about $120/month. This was too expensive since I barely watched cable TV, so I returned the cable box after having to get "permission" through their Retention Department. I asked for the slowest cable internet speed which was 25 Mbps. They offered it at $75/month. I thought that this was excessive, but since Comcast has a near-monopoly in my region, the lack of competition allows them to charge whatever the market can support. They also pulled my credit report twice, which is a real problem since I was going to be applying for a mortgage, and it lowered my credit score.

When I got rid of my cable box, I noticed that the internet speeds slowed down so much, that Google.com (a very simple web site) took minutes to load. Playing YouTube videos was untenable because they would buffer for only a couple seconds at a time, at best. I tried multiple devices in my house including both my PCs and Macs. The service was not even worth $1/month, nevermind $75/month. I called customer service, and they sent out a technician. The technician spend an hour trying to diagnose the issue. He eventually changed out my wireless router/modem, checked the internet speed through Comcast's own bandwidth test website. It read about 25 Mbps. When the technician left, I checked the bandwidth through an independent bandwidth website, Speedtest.net multiple times. It averaged 10-15 Mbps. It still wasn't what I was paying for, but at least it worked better. For my troubles, Comcast customer service said they would give me free landline phone service, which they never did since am still getting billed for it to this day.

When I bought my phone and hooked it up to the modem, I did not get a dial tone. When we called Comcast, they said they would activate it, and it would take 10 minutes. After a couple hours, we called back, got a different person, who then said it would take a couple hours. The next day, we called back because it was still not working. On the third attempt, it worked. We were charged a $20 "installation fee" for a service that we were verbally promised we would be getting for free as compensation for our previous issue, that didn't work when we needed it, that took three calls and over 1 day for them to remotely activate. When we called to get it waived, the customer service representative said our request would need to go through an approval process, but it would eventually be removed. When I got my next statement, it was still there! I called back immediately, and the representative said he was going to adjust our bill immediately. Before hanging up, he said our bill was successfully adjusted. The next time I checked my bill, it was still there!!!

The straw that broke the camel's back happened on January 01, 2015 at approximately 5:10 PM EST. I had been watching the Florida State football games on [redacted] live stream the entire season. When I tried to watch [redacted] that night, it said I didn't have a subscription to [redacted]; however, [redacted]3 worked fine. When I called to ask about the issue in the 1st quarter of the [redacted] Bowl, Comcast reset my router... then nothing worked, not even [redacted]3. I was locked out of every live channel on Xfinity TV Go except [redacted]3, which for some reason wouldn't work anyway. When I was put on hold, the call dropped (note I was calling from my landline, not my cellphone). I never got a call back, so I called again. Went through the automated menu process again. Answered security questions again, told another person my problem again. Again they tried to reset my wireless router. I told them it wasn't an issue with connectivity. So then they tried to transfer me to the Cable TV department. I told them I didn't have cable TV, that I was watching the game on my iPad via streaming content. They transferred me to the cable TV department anyway. When they transferred me, the phone call was dropped again. So I repeated the previous process, then they successfully transferred me to cable TV department. Cable TV department told me it's an internet issue. Transferred me back to internet department, call was dropped for a third time. Called back, repeated the process for a fouth time. Explained my situation yet again, started to get angry because by now it was halftime. GOT HUNG UP ON! Called back. Asked to speak with a supervisor. Was told there was no supervisor available. When I said I didn't believe them, they miraculously found a supervisor named Marcus. Marcus apologized and said it was a problem with a "channel realignment issue," and attempted to transfer me back to cable TV department. I told him that the issue was not cable TV, and that I already talked to that department. He insisted on transferring me anyway, when, of course, the phone dropped the call. Now the 3rd quarter of the [redacted] Bowl had started and I had been on the phone for 1.5 hours. I was mad. I called back, demanded to speak with a supervisor named Marcus. The new customer service representative said there was no supervisor available and he didn't know anyone named Marcus. I told him the issues I was having, and that I was extremely upset that I kept getting bounced around from department to department, kept getting asked my last four SSN and my address, kept getting hung up on, and the original issue was still not resolved.

After ten minutes of the last customer service representative trying to figure out why I couldn't watch [redacted] on Xfinity TV Go, the phone call dropped. At least this representative had the courtesy to call me back. After two hours, of unsuccessfully trying to get the Comcast bureaucracy to fix my situation so I could watch the [redacted] Bowl, I gave up, and instead opted to LISTEN to the game on the radio, 1930s style! The Comcast representative apologized. He finally adjusted my $20 bogus phone installation charge after two months. Then he gave us a $10 credit for our troubles.Desired Settlement: A $10 credit for missing my alma mater play the [redacted] Bowl is absolutely insulting! For getting hung up on multiple times with no call back, for getting bounced from department to department for almost two hours, for the inconvenience of spending 5-10 minutes going through their automated touch tone menu just to get to a representative nearly 10 times in one night, for a supervisor not following through on a complaint, for an entire business who has established a virtual monopoly on it's services in my region, who charges outrageous rates and fees for their substandard services, and incompetent customer service, for never following through with my complaint of January 01, 2015, for making promises to credit my account and only doing so after two months, for making promises for compensating their substandard services and never doing so, for charging me for those same services and not providing them, then charging me to turn them on (landline phone), I believe that the best outcome would be for Comcast to start treating their customers fairly. The fact that they can have over 10,000 complaints per year and not feel ashamed is a testament to the monopoly they have set up, and the lack of competition thereof. I think I deserve better than a $10 credit. If I was the CEO, and a customer went through what I went through, I would be offering free services for 6 months, if they wanted to keep me. I may be moving to Monticello in April. If they want to keep me as a customer, they had better start treating me like a valued customer, because I have no problem living without cable TV, internet, or phone for the rest of my life in protest. I am a retired disabled veteran, and I don't need this kind of stress and treatment by a major corporation who takes in obscene amounts of profits. Bottom line, Comcast needs to be held accountable.

I want a written apology. No excuses. I want a change in customer policy: for customer problems to be issued a ticket number so that it can be tracked until resolved. I want complementary services. And I want to be given a substantial and permanent discount for my monthly charges. If Comcast does not feel this is fair compensation, I reserve my right to file a formal complaint with the Consumer Financial Protection Bureau, the Federal Communications Commission, my state and federal representatives, and any other agency with relevant jurisdiction.

Business

Response:

January 29, 2015 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: December 12, 2014 Re: [redacted]

[redacted] Tallahassee, FL 32308 Dear Sir or Madam, This letter is in response to the complaint filed by [redacted] received in our office January 12, 2015, regarding billing concerns with their service. I spoke with Ms. [redacted] on January 12, 2015, regarding her concerns. Ms. [redacted] was advised on January 13, 2015 that in order to Stream [redacted], cable service is necessary. As a courtesy, a promotional monthly discount was applied to Ms. [redacted] account for six months from January 13, 2015 through July 13, 2015. Also, a promotion for the Blast Internet upgrade speed was applied free for twelve months from January 13, 2015 through January 13, 2016. I apologized for any inconveniences or frustrations Mr. and Mrs. [redacted] may have experienced while addressing this issue. 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 561-881-3260 Regards, Olga V.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,

Review: Using Comcast's website to schedule a payment 4 days in advance, I mistakenly clicked to pay immediately using my bank account information. I called Comcast right away to tell them that the payment was supposed to be scheduled for Friday, 12/5/2014. I was assured by the representative that the payment of $189.70 would be cancelled, and so I then made arrangments with the representatvie to schedule the payment for 12/5 as originally planned. The payment, however, was not cancelled as promised and was, in fact, withdrawn from my bank account, which resulted in 5 overdraft fines from my bank as I had already scheduled other payments to other companies. I called Comcast again to rectify this situation and was escalated to a supervisor who went through everything and prmosied that the $189.70 would be reversed and credited to my bank account within 24 hours. Additionally, she assured me that she cancelled the scheduled payment for 12/5 and changed it to 12/15 as now I had the overdraft charges to contend with and couldn't afford the payment as scheduled. Four days later, I have no credit in my bank account and I received an email thanking me for my payment on 12/5/2014. I called Comcast again this morning, and the representative told me that a credit/reversal of charges hardly ever happens, and would definitely not occur in 24 hours. She also informed me that, indeed, an additional payment of $189.70 was made from my bank account. This is going to seriously destroy my finances this month. I feel I have been lied to by this company.Desired Settlement: I would like my 2 payments of $189.70 (x2!) refunded to me, as well as the overdraft fees caused by this ($35x5=$175).

Business

Response:

December 19, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: December 9, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint submitted by [redacted] received in our office on December 9, 2014 in regards to a billing concern. I spoke with [redacted] on December 15, 2014. In review of her account, [redacted] mistakenly made a double payment to her Comcast account on December 5, 2014. We were able to refund the payment back to her checking account on December 9, 2014. As a result, she incurred overdraft charges on four of her other checking account transactions. As a courtesy, a credit was applied to her account to cover the overdraft charges. [redacted] is aware that this credit was applied on December 17, 2014 and will reflect on her next statement which is scheduled to go out on January 1, 2014. 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 ###-###-####, Monday – Friday, 9:00a.m. to 5:30p.m. Regards, William C[redacted]Executive Customer RelationsComcast|North Central

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. Bill C[redacted] was very understanding and helpful in this matter, and I trust he will do what he can to prevent further issues with other customers in the future. Thank you everyone for your help!

Regards,

Review: Technician from comcast came in to do an installation of TV service as well as router for Internet.

Technician was removing TV from the wall in order to connect cable and damaged TV. TV does not work at all, it is broken screen.

We called to Comcast, filed complaint than local branch manager named Mike called, listened to what happened. Than insurance company from Comcast called us and told us that they not going to cover new TV or anything else because Technician told that it is me damaged the TV. It is not true, however Comcast decided to belive its Subcontractor who is lying. Insurance company said we need proof that its technician fault.. I do not video tape persons, who come in to install any kind of sevices. Therefore I have no proof, it is my word against his word.

After insurance company called us I called back to Mike (manager of local Comcast) and asked why he did not trust my story, the answer was that his technician told him different story, that I tripped over something while helping him removing TV ( there was nothing to trip over), I asked Mike to talk to his subcontractor again to clarify his story and tell him that it is not true, Mike said he will and he will call me back with update. Also, Mike told us that techicians are not allowed to remove TVs from the wall while connecting to the cable..that was the first time we heard it, technician said nothing about it.

No update, no refund, no new TV.

Extremelly dissapointed.

Business

Response:

December 9, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: December 1, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted], received in our office December 2, 2014, referencing property damage. On December 1, 2014, I spoke with the account holder [redacted] in regard to their concerns. On December 8, 2014, the damage claim has been referred to our insurance company for investigation. [redacted] has been provided with the claim number and contact information for the insurance agency. [redacted] will be contacted by the insurance agency regarding the claim. I apologized for any frustration or inconvenience they may have experienced. 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, Judy S[redacted]Executive Customer Relations

Consumer

Response:

Judy, insurance company have not contacted us so far.Waiting for their responce to the matter, thanks a lot for your help.

They are so dishonest. They put me in a contract I did not agree with.now they say I can't change it without a penalty charge to break contract. The amount I agreed upon was 60.00 less a month. They have been dishonest from the start. When I first signed up with them they offered a credit card of 150.00 dollars if you keep contract for a certain amount of time. I ordered the package to get credit card and when it was time to collect they said I did not have that agreement. Fraud from the start. I should have cancelled then. Whatever is agreed upon on phone is not what you get.

Review: The name on my wife's comcast account was changed without authorization to my name... We both have the same first name. (We did not change her last name when we were married due to the confusion it would generate businesswise....) When we discovered the error of the account name change, I called comcast to get the name change reversed. They told me we both would have to go to the local office to get that accomplished. My counter was, "Neither one of us were there when you changed it without authorization." I was then told it would be taken care of. After calling in refence other matters, I would check to make sure the name was changed back to the rightful account holder's name. It was not each time I inquired. As of April 8th, 2014, I was trasnsferred to their customer solutions department. I explained the situation and was told once again that both my wife and I would have to go to the local office to make the name change after being told it would be corrected 3 times prior. I asked her how it could change the first time with neither one of us there to which she replied "I don't know." I then asked for a supervisor. She initially refused telling me the supervisor would tell me the same thing. So I asked for a division manger... she again refused. I then demanded a supervisor to which she still would not put me through to. She finally told me she would give the message to her supervisor the next time she came through. A SUPERVISOR NEVER CALLED.

This is not right. We should not have to take time out of our busy schedules to go in and correct a mistake that 1 - should not have been made in the first place, 2 - was made without any authorizations, 3 - was made without their own requirement of someone being physically at the local office and 4 - was put in the name of a person that does not even have an account with them.

Now when I call in for service problems (Which are VERY numerous) I give my name but have to give my wife's Soc Sec last 4 . So I am being identified with my wife's soc number which isn't right.

This whole thing should not be occuring. We should not have to go in to correct their error. Their contention they can't change it without our presence does not hold up as they changed it without our presence initially..Desired Settlement: The name on the account be changed back to the rightful account holder name without us having to go in to correct their mistake.

Business

Response:

April 30, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: 10003746Date of Notice: April 11, 2014 Re: Dale Herrington 5900 Holston Hills Rd Knoxville, TN 37914 Dear Sir or Madam, This letter is in response to the complaint filed Dale Herrington, received in our office April 11, 2014 regarding Comcast service. I spoke to Mr. Herrington on April 27, 2014 to address his concerns. On April 27, 2014 the primary name on the account was changed as requested. The name change will be reflected on his May 21, 2014 billing statement. I apologized for any inconvenience this may have caused. 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 256-858-3249. Regards, Laura H.Comcast 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 10003746, and find that this resolution will be satisfactory to me once the promised resolution proves out.