Comcast Corporation

I have an out building that was built 7-years ago. In order to get service there, per a Comcast Tech, a second modem was installed on the account. Service had been great for 7 years. During that time I upgraded to newer modems both in the house and shop. About 2-years ago when I upgraded the Comcast Rep told me that technically homeowners are not allowed 2 modems on one account, but that I was "Grandfathered In" so he did the upgrade. A few weeks ago I tried to upgrade modems and I was told that I could not have 2 modems on one account. In fact the supervisor told me that in looking at my account I've never had to operating modems at the same time. She offered no resolution. I asked to speak to her supervisor and she said one would call back in 5 to 7 days. I never received a call so I filed a complaint with the FCC. I received an email from Teresa L. (Comcast Executive Customer Relations) asking me to call her. My wife spoke to her assistant the following day and heard our issue. She said that we needed to talk to Teresa. I left 2 voicemail messages for her and she did not call. I emailed her and a few days later she emailed me back saying we can't have the service they were providing, I would have to open up a second account, costing more money. I've been with Comcast for 25-years and have been paying them close to $300 a month for the triple play service. I will be looking for a new company for my service. Comcast's customer's service is a joke. It's all about money to them. What I was asking for was something their company resolved 7 years ago as a solution to my request. Now, they want to renege that solution - wanting more money. They told me my account has been flagged for the last 2 years - due to this issue, however I've received no letter or phone call from them pointing this out. I suspect that the supervisor who called me a liar did this to make it look better on her.

Multiple over charges on account. Horrible customer service. Spent over 6 hours on phone fixing problems. Lied to on the phone and transferred to 6 or more people to fix one simple billing dispute.

Review: From August 2012 through August 2013, I had a promotional rate of $24.99/month for internet service through Comcast. On 9/1/13, I received a bill that the promotion was discontinued and the rate had increased to $51.95. On 9/2/13, I contacted a Comcast customer service representative at 1-800-XFINITY about the increased rate. The customer service rep offered me a rate of $36.95/month for the next 12 months to which I agreed upon this rate. The 9/1/13 and 10/1/13 bills reflected this agreed upon amount. On 10/31/13, I received a bill and the amount due had increased to $49.57 (services were $64.95/month minus a $15 credit). On 11/8/13, I contacted customer service again to discuss and I was told that the previous customer service rep had made a mistake and they were not willing to honor that amount. I requested to speak to a supervisor who reinforced they would not honor the $36.95 rate. I requested to speak to the supervisor of that supervisor and was told that someone would contact me in the next 24 hours. I did not receive a phone call.

Comcast has repeatedly had poor customer service over the duration of my contract including not connecting my internet service although a technician had installed, charging for a modem although I agreed that I would provide my own, and poor customer service including long waits, unprofessional behavior, and being hung up on.Desired Settlement: I would like Comcast to honor the rate that the customer service representative quoted which is $36.95/month for 12 months (9/1/13-9/1/14) for my internet service.

Business

Response:

December 3, 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: November 11, 2013

Re: [redacted]

[redacted]

[redacted]

[redacted]

Dear Sir or Madam,

This letter is in response to the complaint filed by [redacted], received in our office November 12, 2013 in regard to receiving promotional rates.

An explanation has been provided to **. [redacted] on November 12, 2013 informing her that a twelve month promotional rate for Performance Internet service has been applied to their account effective September 1, 2013. In addition a complimentary Blast! Bump was added to the account for twelve months effective September 1, 2013. At the conclusion of the promotion, standard retail rates will apply. Due to the date of the service change, a prorated credit has been applied to the account and will be reflected on the billing statement dated December 12, 2013.

I apologize for the experience and explained that the previous rate that was offered was invalid and was migrated to the standard retail rate.

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,

Executive Customer Relations

Comcast Cable Communications, LLC

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: I started by looking online for a cable provider. I have had comcast in the past and decided to start with them because I was comfortable working with them. I applied for a deal online and was given a price of $39.99/mo for the TV package I wanted plus $10 for a HD box. I set this up and went to pick up the box at the store to start my services on 9/6/13. When I got to the store, they had no record of me starting an account but then told me they could give me the same package for $44.99/mo +$10/mo for the HD box and the deal I saw online was only an online deal which I had tried to set up but they had "no record of it" and I wouldn't be able to get that deal in the store. I reluctantly accepted as I didn't want to have to go home and redo my account and come back to wait an hour in line again.

My first bill I received was $91.20. This included taxed and an installation kit (I'm still trying to figure out what I got charged for as all I got was the box and the remote). On 9/26/13 I received a bill for $165.44 ($74.24 new) I called and cancelled with comcast on 10/4/13 before the 30 days was up on their 30 day money back guarantee. I was told my account was deleted and I would be charged nothing. 4 days later on 10/8/13, I was contacted by comcast's loyalty department and we discussed what happened and why I was unhappy. They told me that comcast would like me to give them another and start fresh as a new customer. I was told the month of Sept would go away and they would start me as a new customer on 10/8/13 and that I would still have a 30 day money back guarantee to decide if I wanted to keep their services. My next bill I recieved was for $136.24 on 11/6/13. I called and cancelled that day as I was over trying to understand why my bill kept getting more and more when I was receiving fewer and fewer channels.

Each time I had called in to discuss my bill, channels and services were taken away from my account without telling me. The first time I called in about my bill, they took HBO away without saying anything. Then they next time they took off AMC and more movie channels. When calling comcast to inquire as to why I was being billed so much they told me I still owed for Sept and Oct. When I was told by the sales person that Sept was wiped and I would be starting a new customer with a 30 day money back guarantee if I chose to cancel again. Through countless hours and phone calls, Comcast has not budged on the matter, nor will they give me a clear bill explaining my charges. In the last 2 months, there have been so many charges and credits put on my account that make no sense. I was given a guarantee and comcast did not live up to their warranty. Instead I am being told I still owe $82.88 on my comcast account. Again, I have no idea where this number comes as I was on their most basic channel package and very unhappy. I was also told I must have been confused when they were speaking with me on the phone. They state in their phone calls that they record the calls for training purposes. They should review the sales call they gave me on 10/8/13 to review what I was promised and yet not given. They seem to have a habbit of telling you whatever you want on the phone and then billing you for something completely different.Desired Settlement: I would like my bill to be taken care of in full by comcast. I was told I had 30 days starting 10/8/13 to make a decision per their money back guarantee by their loyalty department. This was because I was unsatisfied with my first 30 days and they wanted me to give them another chance. I told them I would and then got billed for both months. Very unethical practices.

Business

Response:

November 25, 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: November 20, 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 25, 2013, I spoke with **. [redacted] in regard to his concerns. In our review, we found on September 6, 2013 **. [redacted] signed up for a one year step-up promotion* for Starter Cable and a discounted rate of Preferred Cable from September 6, 2013 through September 5, 2014. **. [redacted] canceled his services on October 4, 2013 which qualified him for our 30 day money back guarantee. On October 8, 2013 **. [redacted] signed up for a six month promotion* for Starter Cable from October 8, 2013 through April 7, 2014. **. [redacted] canceled his services on November 6. 2013 which additionally qualified him for our 30 day money back guarantee. A credit was applied to his account on November 25, 2013 for the 30 day money back guarantee. The credit will appear on his next billing statement, which will be issued on December 17, 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

* Promotion does not include equipment, installation, taxes, franchise fees, the Regulatory Fee and other applicable charges.

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 appreciate [redacted] taking the time to talk to me and hearing my side of this incident. I know it was a bit of a fluke series of events and I am sorry for being a thorn in their side as well. I am just happy to have this issue resolved.

Regards,

Review: My service isn't working properly. Its always blurry and I have had multiple appointments and the same thing keeps happening yet they disconnect my service after I paid them 300 bucks. I made a payment arrnagment so pay 300 after charging it they took 140 again out of my checking account after I told them to cancel it once the bill has been paid with my credit card so no need to postdate any more checks from my bank account. I have had comcast for over 10 years and I am upset with the level of service. I may need to take my business to [redacted] since the package is cheaper. Please fix my bill or I will get an atty involved in this matter. No point of paying with no service in return. Fix my bill and credit the erroneous charges.Desired Settlement: Adjust my bill and credit for all the times I have called to request a tecj some out

Business

Response:

April 22, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: April 4, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted], received in our office April 4, 2014 regarding technical difficulties with their service. I spoke with [redacted] on April 4, 2014 and confirmed the service related issues they experienced are no longer an issue. The poor picture quality was resolved by the technician on April 7, 2014, by switching the HDMI cable to another port on the back of the customer’s television. I also informed **. [redacted] of our collections policy and procedures. We explained, once a post dated check is submitted, we are unable to reverse this of the system. We confirmed a credit adjustment has been applied as a courtesy, to offset the non sufficient fund fees assessed by her financial institution, along with an intermittent service credit. The credit will appear on their next billing statement, which will be issued on April 30, 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, [redacted]Comcast Cable Communications, LLC

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: Our agency completed Business Class Service order and forwarded to Comcast on 11-21-13 for service to moved to our new location. Installation took place (order #[redacted]) on 12-3-13 at new location. Cutoff at old location was scheduled for 12-9-13. We continued to be billed for service at the old location. We were told that the reason we were being billed was that the service had not been cut off at the old location. On 2-5-14 I spoke to [redacted] in Comcast Customer Loyalty Dept. (###-###-####) and forwarded copies of the service order. He said he would file a request and the matter would be resolved. On 2-25-14 we received another past due notice. I spoke to [redacted] in Customer Loyalty who said he would escalate our case, and to ignore the bill. On 4-8-14 we received a phone call from Comcast collection department. I spoke to [redacted] in Customer Loyalty who looked up our account and said that he would escalate our case and not to pay the amount of the incorrect bill. Their records show that we have have followed the proper procedures and the charges are incorrect. Our new account does not reflect a a balance due. However, on 6-3-14 we received a call from [redacted] at [redacted] recovery informing us that our account has been turned over to them for collection. We told him that we did not owe anything and the error was Comcasts' side. We have been attempting to resolve the matter since January. I also spoke to [redacted] at Comcast Customer Loyalty who resubmitted the information and said that we should not owe anything.Desired Settlement: Documentation that the old account has been closed and no charges are due from us. Also our case at the collection agency is withdrawn.

Business

Response:

June 30, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: June 11, 2014 Re: [redacted]. [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted], received in our office June 12, 2014 in regards to a disconnection request. Upon reviewing **. [redacted] account on December 3, 2013, our records show she spoke with our business department to have her services transferred and installed on December 9, 2013 at her new address located at [redacted]. Due to agent error the transfer of services was not processed properly. I spoke with **. [redacted] on June 25, 2014; I apologized for any inconvenience this matter may have caused. I advised due to agent error her old account located at [redacted] was not disconnected on December 9, 2013 as she requested but disconnected on April 8, 2014. A credit was applied due to the billing error from December 9, 2013 through April 8, 2014. An escalation was also submitted to our Collection Agency to update the account and cease all collection activity. I advised **. [redacted] to please allow up to thirty days for all collection activity to stop. I trust that this letter provides your office with the information required in this matter. Should you have any questions or need additional information, please contact me at ###-###-#### Regards, [redacted]Executive Customer Relation Specialists

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. Thank you for your help in resolving this issue with Comcast.

Regards,

Review: A day or two before May 14, 2014, I called Comcast to let them know I was moving on the 14th but would not be moving into my permanent address ([redacted]) until May 29, 2014. I was informed at that time that I could not suspend my service (if less than 3 months) until the 29th but that I could have it either cancelled or transferred. I was told at that time the home on [redacted] was already wired and I would only need a self-install kit to get my internet up and running again. I agreed to have my service transferred rather than cancelled.

Approximately a week after I made the call, I received a call from a Comcast installer telling me that they were at the new address and were trying to perform a work order. I told him I didn't have any idea what he was talking about and that I had already notified Comcast that I would not be moving into the home on [redacted] until the 29th. He told me at that time that they needed to trench a line from one side of the house to the other so the grounding lines were in the correct place per a request made by [redacted]. I again told him that there was nothing I could do since I was not the owner nor even a tenant who lived there. He understood and we hung up.

Again, about a week later, I received yet another call from the same installer stating they were at the home and wanted to trench the new line. I informed him again that I would not have access to the home until the 29th when I signed the lease.

On the 29th just after I signed the lease, I realized I had another missed call from the installer and I called him back to let him know that I had just signed the lease . At that time he explained to me that the procedure was somewhat invasive so I'd need to get permission from the home owner or property management company before they could do the work. I immediately called the property management company to inform them of what was happening. I gave them the number to call the installer as well.

On June 1, 2014, I placed a call to Comcast in order to have my internet hooked up since they'd already told me I could self-install. After attempting to send a signal through a few times, I was told that there must be a problem with my modem. I disagreed and told them that there was nothing wrong with my modem. I eventually hung up after being transferred around their so-called technical support dept. who were unable to help me. The next day I tried again to have them run their signal through and it was again unsuccessful. After being transferred around, one of the Comcast employees told me that because of the outstanding work order I would not have internet until it was completed. At no time did the Comcast installer ever tell me that they'd disconnected the existing lines or I would have known not to waste my time calling to hook up my modem in the first place. At that time, I was told that they would be out the next day sometime between 8a-8p.

The next afternoon when no one showed, I made another call to Comcast stating the situation. I was told that the previous employee had made a mistake and the trenching was to happen the next day sometime between 8a and noon.

Noon came and went so I made yet another call to Comcast. At this point, I was beyond frustrated and near tears at the Comcast lies and being given the runaround. Every single person I'd spoken to up to that time (and since) had guaranteed me that they were going to solve my problem and not to worry. The person I spoke to informed me that because I was a renter, I needed to get a signed letter from the owner or property management company before the work could be completed. So with several more calls made to my property management and a trip across town to pick up a letter, I was told the installers would be out to do the work. Yet another day came and went with a no-show from the installer. By this time, I'd had it and so my stepfather tried his best to see if he could get someone to correct the problem. He ran into the same problem I did in that for several more days he was told the installers would be out to do the trenching and no one showed. He finally was told on June 11th that they would be out between 8a-8p on the 13th to do the trenching.

After nearly 2 weeks of numerous phone calls to Comcast by myself and both of my parents, they eventually showed up on June 13, 2014 and did the trenching. I told them the letter they needed that was requested was hanging on the front door...as it had been for several days. When they finished the trenching he came to the door to let me know they were done. I said "So I now can have my internet hooked up?" and he said yes. They left...leaving the letter still hanging on the front door.

I went inside and called again only to be told, once again, that they couldn't get the signal to go through. Immediately, they told me that they would schedule an installer to come out to the house to see what was going on. It was scheduled for the morning of the 15th.

The installer arrived and checked the outlet in the house and informed me it was dead. So he went outside and discovered that the connection had not be activated from the street connections to the new box that had been hung 2 days prior. He made that connection, and then told me that I had to either pay Comcast $50 to have them snake the lines outside from the new box around the house under the eaves and through the stucco wall into the house by the TV or I could pay for an electrician to come fish the line through the attic and into the wall where the existing outlet already was. Again, I was told that I'd have to get permission if they were going to attach the lines around the house and drill into the stucco wall.

After making a trip over to the property management company the next day, I was told by their head of maintenance that Comcast does perform the wall/attic fishing of the lines but they don't like to do it. Wall/attic fishing is what the property management wanted to have done instead of having wires tacked to the outside of the rental house. In another round of phones calls, my stepfather was told by three different Comcast representatives that they would not do the wall/attic fishing of the new line.

Curiously, he was also told at this time, that I had an overdue bill as well as equipment that I hadn't turned in. About a week prior to this, I'd received a bill from Comcast for just over $200 which included charges for equipment that I'd received at my old address. The charges were listed in such a way that I'd stolen them which was not accurate. Part of the original transferring of my service instead of cancelling was so that I didn't have to return anything while I was in the process of having to move twice. (Mind you that the receiver and other thing (I'm not sure what it was) were items that were shipped to me by Comcast without even knowing they were coming. And neither was ever installed.)

So I immediately gathered up the 2 equipment boxes and went and stood in line at a local Xfinity store. When I was called up to the counter, I informed the employee that I was told that I had overdue charges and because of it and the equipment my account was being held up. He looked at my account and told me that I did NOT have any overdue charges and his screen showed that I had active service at my address. I told him that was not the case but he told me there was nothing he could do for me other than take the equipment. So I left after turning in the equipment.

That evening my stepfather and myself tried to call Comcast again to make arrangements for an installer to come out and install the lines on the outside of the house. After requesting to speak with a supervisor when he was told it would be 6 more days before an appointment could be made, he was put on hold. After 45 minutes of listening to hold music, we hung up. The next day my parents decided they would pay for an electrician to come out and do the wall/attic fish of the line. Comcast had repeatedly lied and created situations where we were supposed to jump though numerous hoops only to realize the problem wasn't rectified. All the while, I was being charged for service I never had even after being told from the beginning the house already had service so I would only need a self-install kit. I'd also been told twice that when service was activated, I only needed to call and I'd be able to have the outstanding balance adjusted for the time I didn't have service. I was told "It's in the notes."

The next day, my parents decided they would bite the bullet and hire an electrician to do the job properly. Unfortunately, it was going to be almost a week before the electrician could come do an estimate for the job.

So a couple of days later I tried to call, once again, to see if I could get an appt. for a wall fish as I'd been told by yet another person that Comcast installers do that kind of service. Shockingly, when I asked, I was told that they could do that for $35 and I set up an appt. for 2 days later on June 23, 2014.

When the installers arrived, they told me that they were not allowed to perform the wall/attic fish, but I stated that a wall/attic fish is what they were sent out to do. After fiddling around with the old defunct box on the opposite side of the house, they eventually got in and took care of the wall/attic fish and immediately I had internet access.

After they left, I got online with the Comcast chat service in order to correct the billing aspect of the problem. I explained the situation and why I was contacting them.

I was told by "Hazel" that she understood how I felt and she apologized. She then offered a "Comcast Guarantee credit of $20 or free 3 months HBO subscription, which do I prefer?" for "all the hassles" I'd been through. I informed her that neither was appropriate. I had already told her previously that I'd turned in the equipment so it was ridiculous to even offer something like the HBO. And the $20 credit didn't even cover the almost 4 weeks that I didn't have any service. I explained again about how long I hadn't had service and she again tried to offer the same exact HBO or Customer Guarantee $20 credit. I declined and she stated that she would "create a request to our higher tier to investigate on your concern for today." I was told I would then "be contacted within 4-7 days after we have completed the process regarding my request." I gave my phone number and email when requested and the chat session was ended without resolution.

On June 30, 2014 I again contacted Comcast chat as no one had gotten back to me and I was receiving texts stating that I had an overdue bill. I was told by "Don" that he accessed the account and saw I was contacting about a credit for the days I had had no service. I told him that was correct. He said "No problem Kerry! I have checked and the credit will be applied!" I asked how much the credit was and he stated "the account is noted for 50.29 credit." I also asked if my monthly charge for internet was $44.99 as I'd been told when I originally signed up and he said yes. After being told that the receivers I was being charged for were also removed I ended the chat session.

I checked again a day or two later to see if the credit had been applied. I discovered that a $20 credit had been given rather than the $50.29 I was told. My internet service is not $44.99 but $54.99 when they apply a Blast! Internet Svc(?). If that is for the faster speed, that was supposed to be free for 6 mos from when I signed up. I've also been charged $35 for an install fee that should be absorbed by the company as I was told would only need to be charged for a self-install. I had absolutely nothing to do with the request for moving the grounding lines.

As of today, 7/6/14, I have paid the $29.84 that was due for the service from my previous address up until May 14, 2014 when I moved. I still have outstanding charges listed on my account in the amount of $143.19. I will not pay this until it is resolved properly.Desired Settlement: I can be charged for service at the new address ([redacted].) from May 15-28 even though I was not living there and there clearly wasn't any service available even if I did live there. I should only be charged for having service starting from 6/23/14 on. There should not be any charges given to me from 5/29 - 6/22. The install fee of $35.00 should be removed from my account.

Business

Response:

July 25, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted] Date of Notice: July 7, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted], received in our office July 8, 2014 regarding a billing issue. On July 9, 2014, I spoke with [redacted] in regard to her concerns. I advised that a credit has been applied to her account on July 9, 2014 for one month of service charges and an installation fee. The credit will appear on her next billing statement, which will be issued on July 24, 2014. I apologized to [redacted] for the inconvenience and frustration she experienced. I have provided feedback to management to avoid this situation from happening in the future. 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, Elysia V.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,

Review: I’m filing this complaint based on the very poor customer service received by Comcast during a move between residences during the week of October 6, 2014. We were a current Comcast customer for a few years prior to moving residences. My fiancé, [redacted], called Comcast on October 7, 2014 to schedule a transfer of services to our new home in [redacted] since the existing service was listed in her name. After speaking with a Customer Service Representative about this, it was determined that installation would occur on Thursday, October 9 in the middle of the day. We were given a 4 hour window to be home from work so that the installer could access our house. After 4 hours had lapsed, we called Comcast to see what had happened. They had cancelled our appointment and never notified us that it was cancelled. They rescheduled for another 4 hour window that evening, to which an installer never showed up again. We called, and after being on the phone with Comcast for 1 hour and 5 minutes and transferred back and forth between several different departments, we only received an answer that they could come out Monday, October 13. This was unacceptable to us since they had since cancelled on us twice (2x) that day (Thursday, October 9). Eventually, one of the Comcast representatives said someone could come out Friday, October 10 to install and she promised she would follow up with us the following day to ensure someone did report to do the installation. We thus took off another 8 hours from work to facilitate the access/install of equipment. Comcast never showed up again and we never received a follow-up phone call. We called back and were put on hold for another 40 minutes while our case was investigated. Resolution was never given and we were told we had to reschedule the installation for a THIRD time. At this point, I had requested off work for a total of 16 hours, resulting in a gross pay loss of $720 (16 x $45/hr.). Needless to say, I was very frustrated and upset by the lack of communication and customer service I had received. I could have just opted to choose another cable/internet provider, but I decided to stick it out with Comcast. My fiancé on the other hand was so upset that she canceled her transfer of service request and I initiated a new service. Therefore, I had to drive to a Comcast service center myself and pick up the equipment using my own time and vehicle. Upon recommendation from a Comcast Sales Representative, I drove to the closest Comcast Service Center on [redacted] in [redacted] only to be turned down because something was wrong with their systems and they could not give me any equipment. Since it was nearing 6:00, I had to wait until the following Saturday and drive 45 minutes each way to another Comcast location to pick up the equipment. Finally, after waiting 16 hours for an install and then driving for a cumulative amount of 2.5 hours to pick up my equipment, I then had to install the equipment myself. Not once did we ever receive a call back from Comcast to reschedule our appointments. Nor did we receive any follow-up to the type of customer service received. The lack of customer service is appalling. The sheer fact that they do not care about their customers and their business is baffling, especially in light of their recent plight in the national news. My fiancé and I are very upset with the level of service received and ask for credit to our billing statement in the $700, which I believe is fair due to the amount of time and income lost due to this lack of customer service and follow-through.Desired Settlement: I am asking for a billing statement credit in the amount of lost time/wages due to the failure to provide proper customer service and installation. This credit would equal $700, which is roughly the amount of lost wages. I am not asking for compensation in regards to time spent driving to/calling Comcast.

Business

Response:

November 17, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: November 3, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted], received in our office November 3, 2014 regarding a Comcast service issue. On November 4, 2014, I spoke with [redacted] in regard to his concerns. I apologized for the miscommunication and inconvenience he experienced regarding his installation request. [redacted] confirmed that he was able to activate his cable equipment on October 12, 2014 and his service was restored. With regard to his billing concern, I explained that we do not compensate for lost wages. However, a credit has been applied to his account on November 4, 2014 for the loss of service and inconvenience he experienced. In addition, I extended him a promotion for the [redacted] premium channel for free for 24 months. The offer began on November 6, 2014 and will expire November 6, 2016. The credit will appear on his next billing statement, which will be issued on November 13, 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, Yvette L[redacted]Comcast 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. Comcast applied a credit of $150 and provided me with 2 years of free [redacted], effective 11/6/2014 - 11/6/2016

Regards,

It is a lack of respect, and violation of the law to my private property. Concast has entered in my property without asking my permission,
05-17-15 Sunday morning, 8: am; ready to cut the grass the yard of my property 10[redacted] SW [redacted] Pl. Mi[redacted], FL. 3[redacted]. I found a long conection cable on the surface within of my land property as well also to all around. It was living from Concast cable company and Internet Services. All was abandoned by Concast employees and so far without knowing who was responsible for that
It was immediately reported on Sunday morning .
I reported it again today, Monday 05-18-15 without success by Concast technicians.
I want to clarify that I have not requested any service from Concast
No. Of Confirmation Report **SSN**

I have been trying to get Internet service with Comcast now for 3 1/2 weeks. They have been sending out multiple technicians to connect internet in my house when in actuality it needs to be ran to my house and they know this. Multiple appointments have been setup and nobody has showed up. Between Comcast and their sub-contractors they do not know what the heck they are doing!

Already Comcast customer receiving internet service, called to add TV. Was supposed to receive box in the mail in 3-5 business days to self-install. Called 5 business days later as did not receive confirmation shipment or box. Was told box was never ordered (after fighting with customer service agent to check and re-check and re-check the tracking number she gave me, which was for something delivered one year ago). She said she would order it and give free shipping to be sure it was delivered by next business day. Next business day, still did not receive confirmation email or box. Called again, was told again that nothing had been done but that she would do it herself and send it overnight. Did not receive box. Received email the next day that the box was being shipped. Finally received box 7 business days later. Tried to set up cable box and did not work. Was on the phone with tech support for 25 minutes while he kept putting me on hold for 5 or more minutes at a time after telling me to do something simple like unplug and plug box back in. Eventually, call was disconnected. Called back - 15 minutes later, after asking not to hear about "great deals," technician advised that someone would have to be sent to the home and would not be available for over a week during the business day. Asked to be connected to customer service to cancel cable and entire account, put on hold. Call was again disconnected. Called back to cancel and was told that the office was closed.

We had our cable "installed" they drilled into our exterior brick,pulled up our Carpet drilled into the back of a closet though a wall to get to another room, blocking a cabinet with wire so the .cabinet is inaccessible 2 of 3 tvs installed don't work broke personal property waited 7 days for another tech to fix the first techs issueshe never showed up . Promised phone call not returned very very upset

While trying to access Ancestry DNA, I spent several hours on the phone with Comcast and Ancestry.com. I tried everything with Ancestry and they reported they had had other customers with issues with Comcast. They reported that Comcast has been blocking Ancestry. So I started a chat with Comcast that was a long drawn out process only to find out that I only had to call the Security Number and that Comcast does indeed block Ancestry. After, a rude employee and calling back I had one transfer me to a Level 2 supervisor. We talked for an hour and ran a trace route. He concluded that it was not Comcast's fault. However, it must be Comcast blocking Ancestry as I was able to access the same website without issue through Verizon Wireless cell phone data. Isn't blocking websites without permission illegal?

We had some problems with the internet, it kept interrupting from time to time, so we called them Sunday morning to fix it. The customer service representative did a modem reset and when that didn't fix it he escalated the problem to level 2 support. The level 2 support called us in the afternoon, and he did some "magic" and in the end he broke our modem and left us without internet. We scheduled initially for a technician to come in for Friday, but my husband was supposed to work from home so we called to reschedule.
He called them on Sunday evening and they said ok, we will send someone in the morning between 9 and 11 AM. Next day, 11 AM came and went and nobody showed up. I called them and they said someone will come between 1 and 3 PM that day. At 3 PM nobody from Comcast was at the house, so I called them again. They told me the technicians are on their way. I got home at 4:30 PM, they still didn't showed up.
I called them again, this time they changed the story, it seems there was no appointment, they just escalated to local dispatch and they will come if they have an opening, most probably not on Monday. I asked to talk to a supervisor, allegedly the supervisor was busy, and he will call me back in 5-10 minutes. After 20 minutes I didn't receive any calls so I called them back, asked directly to a supervisor and he told me the escalation ticket number and that someone will call me Tuesday morning.
Tuesday morning nobody called, and when we called back they told us we will receive a call only if an opening becomes available, and the escalation ticket will expire Tuesday evening.
So much for Comcast customer support!

I recently moved to a new address. I called to order a fresh installation from Comcast. So I called and scheduled on a Friday and set up an appointment for the following Thursday (First available). The day came, I paid a friend to be at my house during the installation time as it was between 12:30pm and 2:30pm and I had to work. So I checked in throughout the time and the technician never showed; I gave a grace period of 20 minutes then called Comcast to see where their representative/technician was during the scheduled time; during the time it took for them to get my name and do the automated voice responses. Comcast called and left a message for me that they could not find my place (in this day and age of navigation systems) since I was on the phone. I got off the phone and checked my messages and heard their message about them not being about to locate my residence. I called back 6 minutes after they called me and stated that I was on the phone with Comcast during their call and was calling to give the driver directions to my residence. I then was informed that the driver had already left my area and that I would have to reschedule. After I had to pay someone to be at the property and they were over 20 minutes late for the appointment; they refused to have the service technician return to the property and said I would now have to wait another 7 days for the next available appointment. So it is fine for their tech to blow off the time that he was guaranteed to be at my home in and I am 6 minutes late getting back to them because I was on the phone with them about them not showing up, and I have to wait an additional 7 days. IF YOU HAVE ANOTHER SERVICE PROVIDER OPTION TAKE IT, COMCAST IS THE WORST!!! I have had most of the major internet service providers in my life and COMCAST is by far the worst. I have had COX, Time Warner, Mediacom, Comcast, Verizon and all of them beat Comcast hands down.

Called Comcast to resolve an ongoing billing issue. Once my billing issue was resolved we discussed possibly adding phone to my account. I asked the price difference and was told 35 to add phone as well as increase channel lineup from economy to starter. I specified more than once that my Internet speed must remain the same(blast) and was reassured each time that it would. Was even told as additional reassurance that if I had any problems or didn't like the changes I could go back to my original plan based on the worry free guarantee. Well once my package was changed I then realized I was blatantly lied to and my Internet speed was in fact decreased. Of course now in order for the issue to be corrected I will have to pay an additional fee. How is that fair to me as a customer? Rep ID of Comcast employee is ET3, name is Kevin.
I've also posted the same complaint on Revdex.com. I just don't understand what is going on with the customer service. It's very unprofessional and honestly sad. You guys work so hard to grow and maintain the business while others are fine with tearing it down.
I really hope you look into this matter. If all calls are recorded, I would encourage you to pull this recording.

This is the 3rd time I have went to there service to find my equipment not working properly and when contacting customer service just get the run around while still having to pay for non working service

I pay for channels that don't come in.

I got Comcast internet and everything was fine for 10 days, until they disconnected my service due to the previous tenants not paying the bill. They refused to give me service unless the other person's account was paid. I have no relation to this tenant.

We are a retail business of 500-1000 sales a day 75% of which are credit card payments processed with internet. We were out of internet and all 5 phone lines for just over 24 hours. We were given an expected teck arrival time of 2-6 hours which we received no answer why they didn't deliver as promised. That kind of outage was a MAJOR hardship for our business. When I asked for 2 months credit ($500) they gave ($100).
Not too happy!