Comcast Corporation

I have Comcast and every so often I have technical problems. I call them and they can never solve the problem. While a technician comes home it has passed days/weeks without service and my bill comes out the same. Shouldn't we get a discount? My on demand hasn't been working since 2 week ago and problem hasn't been solve. What can I do in this case? Can I refuse to pay my bill full amount? One of their representatives promised me a 5 free movie rental pass as reward for bad service. I was supposed to receive it on the mail in less than a week it has been 3 weeks and I'm still waiting. I asked another representative about my reward and he had no clue of what was I talking about. Comcast s[redacted]

I have internet service through Comcast. Each week for about three to four weeks I have been experiencing outages in my service. When I call Comcast to address the issue, the customer service is outsourced to a foreign call center that does not understand my issue and continues to state the same things as the pre-recorded statement. I work from home and need stable internet service. Comcast is interfering with me earning a living. Further, I am unable to reach anyone that can either credit me for the periods of service loss or that can accurately explain the issue. On top of the fact that it takes over two minutes of automated prompts to reach a live person.

Comcast costumer service is beyond terrible I spent a total of 1:15mins on the phone with these guys I was hung up on once and transferred three times. My call was just to get my three bundle deal lowered I only have two premium channels which are stars and encore and I'm paying $218 which I feel is way to much. After being on hold and speaking to four different representatives my bill is still at $218 I was told that if I took certain features off like the two premium channels that I have I would be paying more or about the same price which made no sense to me at all so basically I'm stuck with paying $218 or no cable at all. Comcast is a complete rip off I've been with them for over 7 years and I'm currently searching for another cable company with hopefully better costumer service I wouldn't recommend comcast to my worst enemy

I have Internet service from Comcast and I pay for 105Mbps. For over a month now I have been trying to resolve poor internet speed issues. Comcast keep doing the same old thing but never resolve the problem. I am getting 35Mbps for a 105Mbps service. Comcast are very quick to charge me and say I am using to much data but don't care about fixing my problem as they have no competition!
I work from home and using online video and audio conference but at the moment I have to use my cell phone due to the bad performance.

Review: We have been a client of Comcast for several years to provide our internet and phone service in the office. A new account was created in April 2012 when our business separated from another. Since then, Comcast has refused to cancel the previous account and routinely sends technicians to locations that are not ours and are not referenced in our current account. A new contract was signed on December 3, 2014 (8 days ago). Our internet and phones have been without service since yesterday afternoon and all day today. Again, a technician was sent to an incorrect location. Upon request that the new contract be cancelled without penalty so we can change carriers, they have refused. Meanwhile, we are still without service and have been without service for 25% of the current contract.Desired Settlement: Cancellation of the eight day old contract without penalty

Business

Response:

December 30, 2014 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] Dear Sir or Madam, This letter is in response to the complaint filed by **. [redacted], received in our office on December 12, 2014 in regard to an account issue. I communicated with [redacted] via e mail several times from December 17, 2014 through December 26, 2014. I confirmed that as of December 24, 2014, there are no longer any services issues. I was able to confirm that on December 22, 2014, [redacted]’s services were activated and provisioned properly. In addition, [redacted] advised me that he no longer wished to cancel his account and has been advised that there will be no early termination fees charged to him at this time. I was able to verify on May 7, 2012, a separate account was linked to [redacted]’s account incorrectly. On December 26, 2014, the error was corrected and the accounts separated. I confirmed with [redacted] that there were no errors in the billing and apologized for the frustration and inconvenience he encountered as a result of 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, Lindsay H.Comcast – West DivisionExecutive Customer Relations

Consumer

Response:

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

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

Regards,

This company has deplorable customer service and should be avoided. I attempted to use the website to sign up for service. It failed to work. I contacted a sales representative. They took all my information....including my social security number for a credit check.....and then the call ended. In the first few seconds of the call I had provided my name and phone number to the sales rep so I fully expected an immediate callback. It never happened and when I called them back I got another sales rep that wanted all my information including my ssn a second time. They refused to provide me with their corporate contact information so I could file a complaint. I had to search for it online. When I was contacted by the philadelphia office I finally decided to finalize the signup process......they did have all my information in the system.....I already purchased my modem on ebay but they needed to send a tech to my apartment building to do some hookup. I asked very specifically what I would be charged for that and was told I would not be charged. The next day I received an email showing me my sales confirmation with a 35.00 installation fee even though I was told I was not being charged. This company will say anything to get your business then just do what they want whether you like it or not. I would highly recommend that you run away fast from this company. If you ever have a problem there will be nothing but nightmares in store for you.

I am wrongfully being charged for a bill that was proven to be paid. Comcast has no record, they have turned this over to a collection agency that has no details, and it is from 508 days ago. I never received a phone call or had a letter mailed to me from Comcast. This is for $69, I would have no problem paying if I did owe it but I don't. The collection agency said this will now affect my credit, after I received no notice. This needs to be taken care of, as I am being blindsided and strong handed at the same time

Review: Comcast has totally failed to live up to pricing promises and has failed to let me talk to a supervisor about the problem. A couple months back I got a bill for $112+. I called and was told the rate was going to $127. A couple days later I called to ask about options. Their equipment apparently detected a problem with the connection at this phone number and routed me to tech support. The tech support person promised it would not go to $127--and wouldn't even let me talk to the dept I was trying to reach.A bill came for $127. I called again. The person I talked to offered an option of reduced set of channels for $102.36. In light of what had happened, he also offered to backdate the bill to that amount to the time of the previous call.I sent a check for $103, and I just got a bill for $163.44. I called. The guy insisted the amount was because I changed services mid-month. He totally failed to acknowledge any obligations based on the earlier phone call. He also refused to let me speak to a supervisor. He is in the Philippines, and I'm not even sure he understood everything I said.Desired Settlement: DesiredSettlementID: Other (requires explanation)

Price rolled back to $102.36, including all charges and taxes, for the previous 2 months and from here forward. Also something to compensate me for the time I've had to invest in making these phone calls and having to file this complaint. My time is valuable!

Business

Response:

April 21, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: 03/31/2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted] received in our office on March 31, 2014 referencing a billing adjustment. On April 9, 2014, I spoke with **. [redacted] in regard to her concerns. Upon review of her account, we determined that the requested rate had been added to her account as of March 12, 2014. I explained to **. [redacted] that the change was made in the middle of her billing cycle which caused prorated charges to be applied to her account. I advised **. [redacted] that a credit was applied to her account on April 9, 2014 for service overages. The credit will appear on their next billing statement, dated April 21, 2014. We also applied a promotional monthly discount to her account as a courtesy on April 9, 2014 for the duration of 3 months which will expire July 9, 2014. We apologized to **. [redacted] for the frustration and inconvenience she experienced while 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, [redacted]Comcast – West DivisionExecutive Customer Relations

Consumer

Response:

From: Revdex.com of Metro Washington DC <[email protected]>

Date: Tue, Apr 22, 2014 at 3:34 PM

Subject: Fwd: FW: Revdex.com Complaint Case# [redacted] (Ref#[redacted])

To: [redacted] <[redacted]>

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

From: [redacted] <[redacted]>

Date: Tue, Apr 22, 2014 at 3:21 PM

Subject: FW: Revdex.com Complaint Case# [redacted] (Ref#[redacted])

To: [email protected]

My case has been closed, but please add these comments to the file:

In its response, Comcast whitewashes the situation.

The response suggests that I created the problem by initiating changes mid-cycle. It fails to mention that the problem originated when staff on an earlier call refused to connect me with the billing dept and then staff on a later call failed to back-date a change required because the earlier staff refused to connect me with the billing dept.

Comcast resolved the issue by removing the overage charge that should not have been there in the first place—but it took complaints to your office + Revdex.com + City of [redacted] to get the charge removed.

I reiterate my request that these comments be added to the file—and I would like them considered in any future reviews of Comcast service in this state.

Regards,

~[redacted]

From: Revdex.com [mailto:[email protected]]

While the speed of the service crushed the competition, their customer service phone number is awful. I would rather cut my wrists than have to call in for the various issues their services have. I call in at least 10 times a month for interrupted internet services and it has made me consider other companies every time I call in.

I have had Comcast internet twice now. The first time there was never a problem. We were told we had unlimited internet and never once did we receive anything to make us question that. This time, we were once again told we would have unlimited. My husband even called back several times to be assured there was no cap to our services (just as he did last time) and every time he was told "no sir there is no cap in your area." About 3 months ago we received an email stating we had exceeded our cap. My husband called and was told "there is no cap, sometimes it sends an email In error." Yesterday we received another email this time stating "You have currently used 90% of your data plan" so once again he called and asked why he was receiving an email when he has unlimited and was told that they do not offer unlimited. He asked them how long this cap had been on our service and why they allowed us to continue using it the last time and the answer was "you have had a cap since your plan started. Each area has their own regulations and caps for each area are different." So he once again stated "when I began my service I was told that I did not have a cap in this area." The representative said "well sir, I am showing here that you do." I have never had problems out of Comcast like this before and it angers me that they would do something like this. It is false advertising and scamming to blatantly lie to someone to get them to join your service.

Absolutely horrible service. The way they work over their customers even when they cause the issue. Have had the internet and TV for over 2 years. The only time our services were what they were suppose to be and the prices were what they told us was the first 6 months. Then they get you into their scheme where they add cancellation fees without cancelling, they do not require a pin so people can add charges with the new X1 DVR by just selecting a show from the guide. Then they say you have to pay it before they can fix it. I rather not have TV or get satellite than go through a company that makes a majority of its money from doing things like this to other people. Spend your money somewhere else. Not to mention at least a third of the time our services don't even work right. Even at my work where all our gaming consoles are powered by Comcast's business class, because of all the issues I have talked my boss into ending Comcast as well. The bottom line is with Comcast you are paying for bad customer service, bad equipment, extra fees that you are not responsible for. It should be a crime for a business to operate the way Comcast does. Save yourself the frustration of allowing Comcast to handle any of your communication/entertainment needs, FIND ANOTHER PROVIDER IF YOU DON'T WANT HORRIBLE SERVICE!

Review: I originally signed up for Comcast's services about two months ago. When I did I was informed by the sales associate (female, do not know/remember name) at the Comcast store I visited in [redacted], CA that they would need to schedule a technician to come out and verify the house since Comcast had never been installed there before. I asked what would be done and if I would be charged and she said they would verify that the wires were run correctly to the house (which I already knew they were since our community just ran all wiring to every house a couple months prior) and that there would be no charge for the visit since it was on their end not mine. She scheduled the visit for the following Saturday and then signed up my previous service. The technician came, verified the wiring, then said he had to run new wiring into the house. Since the sales associate said I would not be charged for the visit I told the tech that was fine. He completed the work in about two hours or so and left. I then found out later that Comcast tried to bill be for the installation. Despite calling and talking to a customer service rep AND a manager I was only able to get them to reduce the charge to $35, which is still completely unacceptable since I was told by the sales associate -- the person that sold me the service -- that the tech visit would be free. I was told by multiple people that they do not ever give out free tech visits (which is a lie, if they're late, the visit is free) and that I must have been mistaken. I explained to them that even if that policy is true their associate still promised me a free visit and they should honor what the sales associate promised me. I have since paid the $35 fee along with my bill.

Product_Or_Service: Xfinity Internet & TV

Account_Number: ACCOUNT# [redacted]Desired Settlement: DesiredSettlementID: Refund

All I require is that the remainder of the tech visit fee, a simple $35, be refunded back to me. I would also appreciate it if Comcast could handle simple issues like this in house versus me spending over twenty minutes on the phone with them, then needing to file a complaint with the Revdex.com.

Business

Response:

October 8, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted] Date of Notice: September 19, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted], received in our office September 24, 2014 regarding a billing issue. On September 25, 2014, I spoke with [redacted] in regard to his billing concerns. A credit has been applied to his account on September 25, 2014 for the installation charge he was told would be free. The credit will appear on their next billing statement, which will be issued on October 14, 2014. [redacted]’s feedback and customer service concerns have been forwarded to the proper management team for review and possible coaching opportunities. I apologize for any inconvenience experienced in attempting to have his concerns addressed. 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, Kathy B.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 can only hope that going forward Comcast's policy is no longer to wait for outside intervention to take care of its customers. Comcast already has a reputation for having the absolute worst customer service of any company in the country, and this experience has reinforced that for me.

Regards,

Review: I have been experiencing major service issues to include complete service outages. I have now been without service for majority of a week. I had a scheduled service call and no one showed and when I called one of the many times I have called, I was told the case was auto closed with no explanation and they didn't know why. I was promised a second service call and still today have not heard back from this company. I demand to have my service reviewed and fixed and demand credit for service, the countless hours I have spent trying to get Comcast to take care of issues with no service, and a sincere apology for the delay. I have explained I have a very pregnant wife at home and not having a phone service while I am gone on duty is unacceptable and still no help. I have talked to numerous personnel to include Hector, S[redacted] #[redacted], Sup1and Sup2, Farand #[redacted] who promised me I would be called back by 10am Sunday on ref #[redacted] and NOTHING!!! Is this really how you treat military and paying customers? I am going to the media to show them how you handle customers concerns and no service on cable, phone, and internet for a week!Desired Settlement: I desire to have the service issues resolved and credit for time and lost service

Business

Response:

September 16, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: August 29, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted] received in our office August 29, 2014 regarding technical difficulties with their service. I spoke with [redacted] on September 6, 2014 and confirmed the service related issues they experienced are no longer an issue. The issues with [redacted]’s Comcast services were resolved on August 29, 2014 by replacing [redacted]’s EMTA. I also informed [redacted] that a credit has been applied to his account on August 21, 2014 and September 6, 2014 for the timeframe he was without his Comcast phone services. The credit will appear on their next billing statement, which will be issued on September 15, 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 ###-###-####. Regards, Crystal 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 [redacted], and find that this resolution is satisfactory to me.

Regards,

I recently moved into my home October 15, 2015 where I wanted to get cable and internet service. I called comcast where I was offered a package called Quad play for xfinity which included television, internet, telephone and security. The total package came to be roughly $250 which sounded great to me at the time. I was scheduled to get service installed the next week October 19, 2015. I took off work in order to be at my home on that day and comcast never showed up so I called and was told that there was a back log on the security system so my appointment was canceled NO call from comcast at all to ask whether I wanted to reschedule, postpone or even wanted to change packages. I was told by the rep that my services had to be delivered and installed together and because of the security system that would not happen until December 3, 2015. I became irritated to saybthe least and it wasn't until that was when I was told that I could receive television, internet and telephone early and just wait on the security system and due to the inconvenience my installation fees would be removed. I received the three on October 21, 2015 and was told my appointment for security would still be on for December 3, 2015. I received my bill for a total amount of $326.19 and due the amount had called comcast where I was told the installation fees had indeed not been waived but were added to that bill. Once again, I was told sorry but it was a mistake on their part. I paid my bill on November 30, 2015 and shortly after received a call to confirm my appointment for security on December 3, 2015 where I did confirm that I would be home waiting from 1-5. Well, it's December 3, 2015, I took off work and am at home waiting but again comcast is a NO show. I called to see what was going on as I had NOT heard anything from comcast and was told my appointment was canceled due to my bill being late where I told the rep that my bill was in fact paid on November 30, 2015 but I was told that another department canceled on November 29, 2015. I then asked the rep to look at her notes to see where I in fact spoke to someone shortly after making my payment where they confirmed me for my appointment on the 3rd. She took a moment amd said "oh wow, I do see that and I'm sorry Mr. Boelter" I became very irritated as this has taken 2 month and now we have to start the process all over again. Due to comcast's lack of communication as well irresponsible customer service I decided to end the relationship because they had not honored any part of the agreements made previously where I was literally threatened and told that the quad package was not a package at all but I was under a two year contract for cable, internet and telephone which I was responsible to pay a fee for canceling service and the security was just an add on in which if I had wanted to cancel it there woule be a fee assessed as well for a service I NEVER got or used. Comcast has horrible customer service as well a lot of hidden agendas where I thought they were a good service before this incident. At one point they didn't have my correct last four to my social and advised me the customer to go to a local store to get it changed before I could access my account, they have made promises about waiving fees to which I paid anyway, they changed my package to insure I would be charged a early cancelation fee if I wasn't satisfied with them dropping the ball and not honoring the agreement as well I still don't have all that I originally ordered. I want to report them as a horrible company and will advise that any consumer wanted good service with respects to all the things listed go somewhere else! It really isn't worth the headache, time nor the stress.

This company has outlandishly disgraced its customer. The compant that promotes great service and outstanding customer has lacked in all these areas. They have not and do not uphold the values that are promoted. I as a customer was extremely upset and disgraced by being treated as a low term dog who was fed no food. The company has let their customers rot like the sut they scrape there furnshings with. The company has provided a horrible insight into the world of coprate america. If its not about money you as a customer mean nothing to them.

Review: I have called comcast several times and have spoken with multiple reps over the past 2 weeks over this issue. It all started after I added a new dvr box. The monthly amount for the additional dvr I was told by customer service, prior to me going to a comcast store to pick up the equipment, was different from what appeared on the confirmation email I later received. I called to inquire about the amount of my estimated bills moving forward, and also learned my promotion for [redacted] had been up, and I was paying extra each month for the year as a result. I spoke to someone in the Retention department after requesting to canceldB my service, who was very pleasant and helpful. She put me on a new 6 month promotion for [redacted] and a 12 month promotion for my package. I later received a confirmation email showing my future estimated charges to be under $200, which was perfect. A day or two later, my [redacted] stopped working. I called to inquire and the rep had to review the account and verified that I was supposed to have [redacted] as I told her multiple times. She sent a signal to my box which fixed the issue. I received another confirmation email showing the estimated future bills to be sky high. I had to call back, and was told the previous rep didn't put me back on the promotion. I went through this same cycle about 3 times. Now, it's an issue with my home phone number. Apparently, a rep accidentally entered an order to change my number without my consent. I went through the same cycle and spoke to 4 different reps, from 4 different departments, on the same day, lasting more than an hour, until the call dropped accidentally. I was hung up on! Even after all of that, they didn'tdB even have the decency to call me back...poor service.Desired Settlement: I want my package (bill amount) fixed and my home phone number reverted back to the [redacted] area code number. I also want the 4 calls I had with the reps regarding the phone number issue listened to, as I will be writing about this to your vp of customer service.

Business

Response:

August 27, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: August 8, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted] received in our office August 8, 2014 in regard to receiving promotional rates. I spoke with [redacted] August 13, 201; I explained a twelve month promotional rate for the HD Preferred triple play was applied effective August 1, 2014 and at the conclusion of the promotion standard retail rates will apply. I apologized for any inconvenience and frustration he may have experienced in attempting to resolve this issue and have referred [redacted]’s concerns to the appropriate management teams to be further reviewed and addressed. 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, Carmelito S[redacted]Comcast Corporate Liaison

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,

My wife and I cancelled our subscription to Comcast in June 2015. We had paid more than what was required and called Comcast to be reimbursed. They sent our check and said it would take up to six weeks to receive it. We called today (August 31st, 2015) to tell them we never received our $128.76 that was owed to us and that we would like a check sent to out again. The first person we spoke with was very curt and would not stop talking over. He said there was nothing he could do, so he transferred me to the business department. Twenty minutes later, a tech support representative answered, NOT a business representative. The second man kept placing me on hold and would not allow me to speak as he too spoke over me every time I tried talking. After he "fixed" my problem (time will tell), I asked to receive a phone call from his supervisor so I could complain of their terrible customer service. The man would not allow me to speak nor hang up saying he needed more information from me (after already getting my name, account #, and phone #). I don't even know for certain if my check has been sent, I have not received a phone call from anyone to discuss my complaints, and I am thoroughly displeased with every aspect of their so called customer service. I would not recommend their services to anyone. If I have not received my funds in the stated four to six weeks time period, I will be hirering a lawyer to handle this for me as it appears the only way to get a response would be legal action.

Review: I recently went online to order services for my current residence. I found an offer for TV, Internet, and Phone Priced at $79.99/mo for 12 mo. This package included 80+ channels of Cable TV, 25Mbps internet, and unlimited nationwide calling/text. As part of this promotional offer, they were to include a prepaid [redacted] valued at $300. I spent 3 hours going through the ordering process via their online chat, making sure there were no additional fees, or fine print. They processed my order successfully after running a credit check, and scheduled me an install date. Only an hour after this was complete, I received a call from them stating that this package was not available to me, instead we have the same package for a higher price and it only includes a $100 prepaid [redacted]. This was unacceptable. Not only have they wasted my time advertising a package to me that is not available, they run a credit check that will lower my current credit score and may hinder me from any other future credit related actions. I have never had this many issues with a company ever. This is the first time I have ever felt it needed to be reported to the Revdex.com. These actions are completely unethical. I hope they can either hold true to their original agreement, or reimburse me for the damage they have done to my credit score. I still had the finished chat window open. I was sure to save the log of it upon receiving this call.Desired Settlement: I hope that Comcast can either complete my order as it was originally advertised to me, as this may have just been a simple mistake on their end, or reimburse me for the damage they have done to my credit by running an un-necessary credit report on me.

Business

Response:

December 10, 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: September 19, 2013

Re: [redacted]

[redacted]

[redacted]

Dear Sir or Madam,

This letter is in response to the complaint by **. [redacted] received in our office in regards to a billing concern.

On November 27, 2013, I spoke with **. [redacted] in regard to his concerns and he confirmed he has selected another provider. In our review, we found the online offer **. [redacted] selected was not available in his area. The credit inquiry ran on November 18, 2013 was masked from his credit report on November 26, 2013. I apologized for any inconvenience and frustration he may have experienced in attempting to resolve this issue.

I trust 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,

Executive Customer Relations

Consumer

Response:

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

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

Regards,

My name is T[redacted] K[redacted]I recently signed up for Comcast internet on November 16thI signed up online for a promotional rate of for monthsWhen I signed up I specifically requested to not have a service technician come to my home to installAs I owned all my own equipment and I live in an apartment building there was no need for a technician to come outBelow, you can find my original chat dialogue with my representative that I originally chatted with to purchase serviceAlisha > T[redacted], as I can see you are account is already processed with Performance Internet for $24.99/moAlisha > You will receive your Self Installation kit within – business daysAlisha > To activate the service you just need to follow the easy instructions at www.xfinity.com/activate
Alisha > Your account number is : 8**SSN**Alisha > May I have your last of SSN for verification purpose?
Guest_ > Guest_ > Can I request the service does not start until tomorrow
Guest_ > I do not move into the new apartment until then
Alisha > Yes, no worries, you will get the kit within 4-business daysAlisha > And your first month bill will be generated once you activate the servicesGuest_ > thank you
Alisha > You're very welcome, it's my pleasure to help!
Alisha > Your satisfaction is my priorityIs there anything else I can assist you with? I am more than glad to help you out furtherGuest_ > So tomorrow once I get in I just go to the web adress you provided to activate? correct
Guest_ > once I have all my hardware set up
Alisha > Yes, you will get the kit within 4-business days and once you get the kit then you can activate the services by yourselfAlisha > To activate the service you just need to follow the easy instructions at www.xfinity.com/activate
Alisha > You'll see an email shortly inviting you to set up your Comcast User IDOr you can go to www.comcast.com/GetStarted to initiate the processEither way works!
Alisha > Once you've created your User ID, you can log in to MyAccount and manage just about whatever you needFor example, you can view the status of your order, set up automatic payments, and schedule text alerts for bill due dates, etcIt's really useful and easy to useAlisha > Your satisfaction is my priorityIs there anything else I can assist you with? I am more than glad to help you out furtherGuest_ > no
Alisha > Thank you for your time, TanyaAlisha > Have a Great dayAlisha > GoodbyeGuest_ > thanks
Guest_ > bye
The following Sunday, November 22nd, I received an email stating that my technician would be out the next day between 8am and 10amHow convenient of them to send one when I would be at work and the fact that I never requested this to happenSo, upon learning a tech would be sent to my home I called Comcast to cancel this and to find out why this would happenUpon talking with a rep they were not sure why this had happened but cancelled the orderFurthermore, they confirmed that I was going to get a self-install kit and that I was still locked into the for months promotional rateDuring this time when I was supposed to be getting my self-install kit, I actually hooked up all my equipment and the internet was working for the first days after I initially requested service to my apartmentI left Thursday morning the 26th on Thanksgiving for a family member’s houseUpon returning the next evening on Friday the 27th, the internet had been disconnectedIt said that I needed to activate the account, which is fine, maybe there was a rollover of service from the previous tenant of the apartment before the service was finally disconnectedI tried to login to xfinity.com/activate to begin my serviceHowever, after entering my account information it told me this account could not be automatically activated and that I needed to call 1-855-OK-BEGIN to start my serviceI called this number, told a rep from the Philippines of my issue and was transferred to a sales repI proceeded to tell the sales rep my issue and was then transferred again to a 3rd party sales repThe rep, Ashton Dickerson (Emp# 99423) worked for TLK GroupAshton, then informed me that my service had been voluntarily disconnectedFurthermore, the voluntary disconnect supposedly happened on the 16th, the day I had originally requested serviceIf this was the case how could have I possibly called in on the 22nd about a tech coming out and the rep I talked to not have seen that my account was supposedly disconnectedFurthermore, why would have Comcast sent a tech to my house to install a week later if I had supposedly voluntarily disconnected my services the same day I signed up? After this flabbergasting detail was revealed by Ashton he proceeded to hit me with a sales pitch that I needed to now sign up for per month for the year as the previous promo was no longer availableYou can imagine my distain and horror that after no fault of my own the service was disconnected and I was now trying to be sold a new, more expensive serviceI informed Ashton I would not be signing up for a new service plan and that I wanted him to please reactivate my original accountI was told due to coding he could no longer honor that promoI then asked to speak to his supervisorThe supervisor, Nickey Spry came on the phone and repeated everything he had just said, trying to get us to buy the new serviceAt this point I had been on the phone with Comcast for over an hour and a halfAt this point Nickey told me that my only option was to sign up for the service and call the “Retention” department the following day to try and get a 5$ per month creditA credit they could not offer themselves and could not 100% guarantee would even happenSeeing as how I needed internet service for my job I felt as though this was the only choice I hadFurthermore, as Comcast is the only service provider in the area offering speeds faster than DSL I had no other choice than to accept being bullied by this companyAfter agreeing to the terms with Nickey and Ashton I was feeling relieved that my service would soon be reconnectedHowever, the nightmare continuedNickey told me that I had to then call technical support to actually activate my accountYou can imagine how frustrated I must be at this pointNickey also unfortunately could not directly connect me with tech support and that I would have to hang up and call myselfWith no other choice I proceeded to do soAfter waiting on hold I finally got on the phone with Sandy (emp/operator# c:ZH) to get my service connectedI then was told that my modem was end of life status and since it was previously used on another account it could not be activatedThe modem, which was used on a previous Comcast account within the last month worked fineSo now the only issue was that it could not be used since it was on another account, and the only way I could resolve this was to bring it into an actual brick and mortar store for them to remove it off a previous accountI know that are going to punch in the serial number or mac address into the servers to remove it, so how could this not be done by the tech support phone service? Furthermore, how can I go into a store at 11pm after I have been on the line with Comcast for over hours? Eventually Sandy got the modem working and I was trying to reset my router and pc to make sure everything was working properly and she hung up on meI then had to call back AGAIN to make sure that I was not going to get disconnected and that my modem was good to goI first talked to Karen (EMP#OFR85Z), requested her supervisor since her “hands were tied”, then talked to Duane(emp#LE2202), his hands were tied as wellI then requested immediately to speak to Duane’s supervisor to make sure my problem had been resolved once and for allI was eventually put on the phone with the office supervisor, Tony (emp# OSRBIW)Tony was unsure if the issue was for sure resolved and that he needed to check some stuff outI told him I would wait while he looked into but that he didn’t have the time right this minute and that he has a whole office to look over so my issue wasn’t that importantWhat could be more important than a customer having the service they are paying for? Tony told me he would call be back within the hour to confirm everything was ok, he never called backSadly, at this point my fight was only half over since throughout my hours on the phone with Comcast that night no one had the authority to do the crediting of my account and the “retention” department was not open so I would have to call back the following day to get my creditHow is it possible that after being transferred 6-times and having to call multiple times that none of these departments can do crediting, or that they cannot send a request to that department to call me the next day to fix the issueThe fact that I have to call back again to have my account credited is asinineAgain, with no other choice I called back in the following day and spoke to retention departmentAfter being disconnected and having to call back again I finally was credited 5$ for monthsThis time it only took hour of my timeIn total I was on the phone with over people for close to hours over the past two weeks just to get my internet set up properly at the rate that I initially set it up forThis is the most ridicules thing I have ever dealt with when doing business with a companyI have never seen a company with some many functional silos that have zero knowledge of the practices of other departmentsThe lack of horizontal integration and cross department communication is horrendous at bestComcast has a reputation of being one of the worst companies in America and in my experience they lived right up to the billingI can only hope that other customers have a better experience and don’t have to deal with the bullying and frustration I have had to deal with over the past weeksI appreciate your time in reading thisSincerely,
T[redacted] K[redacted]

Received offer from Comcast/Xfinity in October 2014 for a television/phone/internet service bundle that included a $200 prepaid Visa after six months of service.
Comcast did not initially respond to contract to provide the prepaid visa, and I had to call after 10 months to initiate.
After calling and being told that my $200 prepaid Visa would arrive in one to two weeks I was called by Comcast rewards and informed it would be $150.
After explaining to the intitial telephone operator the situation the employee became upset, didn't listen, and I was required to ask six times to speak with their manager before that occurred. The manager had the same upset demeanor, and also highlighted Comcast's inability to communicate with their various departments. "We don't have ability to pull up and receive other Comcast department phone recordings or speak with the employees."
In the end the manager stated it was my fault and that they could not be responsible for the commitments of employees of other Comcast departments.