Comcast Corporation

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

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

Comcast/Xfinity has to be the worst company for customer service I have ever encountered. Our installation appointments were cancelled 3 times without our consent and rescheduled for a time we did not agree to. We had to pick up our own equipment because my husband and I do work from home and could not be without internet for extended period of time Comcast/Xfinity thought was agreeable without providing an adequate installation date after their purposeful error.
When activating and installing our own equipment, the customer service people yelled and hung up on my husband raising their voice to him over and over that he is not doing it the right way.
We ended up having 2 accounts, one erroneous empty account and another that did not have all of our equipment on. I am sitting here as I type trying to activate a simple cable box over the phone with customer service and have been transferred to 4 different people in 4 different departments. I am not sure that any of them is located in the United States as many were difficult to understand. I am still trying to get one simple box activated after 1 hour and 25 minutes on the phone and my problem has not been rectified. Many of these "customer service" people talk over you and do not let you get a word in. All of them read from a script and say "I understand you are feeling this way." It is demoralizing and offensive for them to say they know what their customers are feeling. If there was any other company we could use, we would in a heartbeat. I have never experienced such a lack of competence or lack of customer service EVER! We are going on one month of problems with this terrible customer service.
They also had the nerve to try and charge us for installation. This company should be ashamed of their poor outsourcing for what they call "customer service".
Our internet connection slows down at 6:30pm every night which is not part of our "plan" costing us well ove $200 per month. I will never recommend Comcast/Xfinity to anyone I know. Customers BEWARE!

I think it’s absolutely ridiculous to have to keep dealing with Comcast and these outages.
During the month of July there has been numerous outages and no explanations. On July 28th we had an outage which left me without Internet for more than 10 hours; I work from home and rely on my internet service. I do understand there will be service interruption however the frequency is unfair to your customers. Your company responded there’s nothing they can do and sorry for any inconveniences; these inconveniences are costing me money
I moved in August and against my better judgement decided to keep Comcast. A week later my service went down for 3 days which then force me to call Comcast to try and rectify yet another outage. The numerous downtime I have encountered with your company during the last couple months and the constant lack of help from customer service makes me wonder whether to keep your service or take my business elsewhere.
Does Comcast really want to keep their customers?

Horrible customer service. I've been a customer for 6 years and they are just HORRIBLE. if you are late they are very rude and unwilling to help.
But they messed up my service 3 times, numerous outages, etc. They do not care about their customers.
My phone went out, I begged them to fix it, my children needed it, and they still didn't fix it, it's still not fixed.
Now there are more outages! !!!

Do not do business with this company. I have a live wire running from the internet box outside my neighbors home( don't know why it was put there) to my home. Comcast installed a new wire in the beginning of August when I had a problem with the service and it is still there. They said they were going to return to bury the wire and never did. Two appointments were set up with two different ticket numbers and not one person has corrected the problem.Two different people came out and said they were not going to bury it. The wire also runs through neighbors yard. There is going to be a serious accident or an animal will bite through it and the only blame will be on Comcast.

Along with most cable and Internet providers, Comcast provides one of the worst services around. Since I've had Comcast (June 2014), I've probably had to call their "customer service" every 2 weeks. Either my cable isn't working or the Internet. You wait on the phone for forever for them to tell you to do something so stupid such as unplugging your modem and plugging it back in. Are you kidding? Then it will crap out again in just a couple days. Also, we had a cable and Internet plan that was $89.99 a month and then, after a year without warning, they raise the price 20 more dollars. For what? I'm not getting more service. Or better service for that matter. The bills are never consistent. So I call to change to a lesser plan and the guy I speak to convinces me I can get the fastest Internet speed and less channels for a lower price. "FOUR TIMES THE SPEED!" he says. I get sucked into this like an it. I quickly learn that not only is the Internet slower than it was before, I get about 10 channels. I can't believe what a piece of garbage this company is. I totally get that the government is part of this scam with cable companies but COME ON.

I have never been treated so poorly by a company. I have had comcast xfinity internet service for about 2 and a half weeks and from the beginning I have been given poor help and customer service. I have spoken with 7 different comcast representatives just to try and have someone come out to my home and activate our internet lines in a more secure area of our home. I have been very clear with each representative I have spoken too and set expectations with them and not one has yet to help me. I have had representatives 2 and 4 that I spoke to send a technician to my house on a day in which I told them I would be out of the state. They told me they had set it up for the days in which I was here which was a lie. They both told me they left notes on my account which when I asked representatives to read to me after having to call back in, they informed me no notes were associated with my account. Representative #3 promised me a call back from her supervisor and that never happened. Representative number 5 also told me they would correct the appointment error made by representative #4 and she some how failed to do that as well. I then spoke to someone yesterday, representative #6, once I realized the last person I had spoken too did not correct the error who then assured me that he would make sure the tech wouldn't come to my home at the time I specifically told him I would not be available and told me that it was all handled. Sure enough I get a call today less that 24 hours after speaking to representative #6, and a technician was at my home. I called the number I was told to about rescheduling for a 4th time and that representative promised me someone would come at a time when I was available. I am more that displeased about my service so far. I feel like my time has not been respected as I've spent almost 2 hours now just trying to have someone come to my home. That time spent isn't including the two 30 minute phone calls I made just to attempt to start my service which I couldn't accomplish due to the hold times. I should have recognized that as a sign of things to come. I don't feel like I am asking for much. 6 out of 7 representatives I've spoken to have so far been incompetent and clearly unable to perform simple tasks that I can't imagine are outside of the daily responsibilities they are asked to and trained to perform. I have spent too much time dealing with your company and I feel as if my time and my efforts, as it has been me having to initiate the steps to correct YOUR representatives errors, should be compensated in some form. At this point I don't see myself remaining with your company and service past the 30 days unless I am compensated for my troubles.

Comcast will not work with its customers. They charge amounts that have no explanation. The reps have very little knowledge. Comcast will disconnect your services and not offer arrangements. The manage Kyle laughed at my concern. The rep Dixie is careless. For the record I paid the bill of 240.18 which was only a part of a bill of over 400.00. My bill steadily increases without my authorization. Technicians have come to my home to fix problems that continue for weeks. He advised me to buy my own cords because he did not come with any! This is a company who thinks they are a monopoly and care very little about how customers are treated. I was also told that my channels could not be reduced until the complete bill is paid in full. I have reported them to the FCC. I will continue to do so until they understand I am a person not just a number.

To start, I want to share that I feel the pain of everyone else listing their complaints against Comcast. I have never experienced poorer customer service in my life. My displeasure started with my wife's and my first use of their service in Virginia. It took five technician visits and multiple hours on the whole going in circles with this company. Once everything was "finally' where we could use our service, I did enjoy the features of Comcast. My wife and I recently moved to Florida (we are both managers by the way, and I also deal with customer service, quality assurance and compliance). We are very organized people and had arranged things for our move three weeks before moving to Florida. Comcast promises an easy move process. It is totally the opposite. After going through our given number to in Virginia (and two hours on the phone) we were finally told by the confused representative that we really should be talking with a "Florida" representative. We went through the entire process again and another two hours on the phone. After total confusion on their end and growing irritation on our end, I told them I wanted to discontinue service with Comcast. I was quickly forwarded to the "Retention Department". At that point, I had to explain yet again what the issue was. (Why doesn't Comcast forward the comments from each conversation on to the next person they forward you to? That only magnified my irritation that much further. For the first time, I had a very polite young man talk to me. Of course, his job was to retain me as a customer. He apologized for my dissatisfaction and arranged a very good plan for our set up in Florida. He also said he would offer a one time discount of $20 due to the hassle I had to endure. He told us we had to call yet another number to verify all of our moving information and address (which we had already done previously twice). I called that number and they had absolutely no record of my conversation with the young man, Wayne. I was yet again starting to get very upset. (Please understand that anyone who knows me will tell you I am one of the mellowest, easy going people they ever met. I typically do not allow things to upset me.) I was told by the new representative I was talking to that this young man should not have made this deal. I had a documented deal confirmed by this young man and a promised price! I also have the emails to confirm these conversations, because I always ask for those to be sent when dealing with these types of issues. I have had two along the way make the promise to send confirmation emails, however, and they did not do what they promised. At this point, the individual I was speaking with (Raven) again passed me along the chain to an upper level person which required me to again explain again my issue. Finally after getting to upper management, I was given a package and a price which was very satisfactory and which was observed by both me and my wife on the phone, plus with email verification. I made sure my wife also witnessed the promise and agreement as made. They repeated it verbatim to her. I also have a habit of keeping accurate notes on dates, who I have spoken with, and full details of every conversation. We also had an established date for a technician to meet us to install our services in Florida once we arrived there. This was established three weeks in advance to our move. We also received three calls from a person to confirm this appointment and two times by "Robo-Call" confirmations. We drove over 700 miles to make sure we made our commitment time to meet this technician between 10 AM and 12 Noon. At 11:45 we received a call that they had cancelled this appointment. The next best time was days away and during our work hours. Our only other option was a very long wait to get our services set up. We were given the option of picking up our own equipment and doing a personal install. We spent the time and gas doing this and waited a long time in line at the Comcast office. We got home, called the activation number after everything was set up and nothing worked. We later found the cable was bad running to us and they sent someone to put out new cable. Then the technician found the box was bad and also did not work. They are shipping me a new box, but I am currently using a huge ancient loaner box which was the only thing the technician had with him. It extends way over a shelf and as he stated had old firmware. Many of our channels were in standard size screens which look tiny on a HD TV. (We are supposed to have the HD package.) Then we discovered that several of the channels we were supposed to get we not allowing us access as agreed in our package. We called a technician to fix this problem (Ashley). She told us the only way she could that was to put us under a different package which was priced at $30 higher. She stated that she would document what was done and that our original package and agreement would be honored. Well at this point, I have found that nothing happens as it was supposed to with Comcast. I was somewhat suspicious when she said she had made the correction on her end for my missing channels and when checked during our conversation I saw the channels were still not available. I called billing the next day (today) and they stated that my billing price had jumped to the amount that she promised would not happen. She broke things yet again ... and we still did not have the promised channels. The person in billing said she was not authorized to fix the problem with my billing. She forwarded me to yet another person in retention after I told her I was ready to have Comcast pick up our equipment and that I was cancelling things with them. A gentleman (Josh, operator M61) who was in Michigan with retention, told me that they could not honor my original contract and left me with no option other than to take a deal as close as possible for $20 more a month than was promised and agreed to for us. I asked Josh to look up my previous conversations and documentation with Comcast and he would see the agreement that was made to me. Please remember I have the full detailed documentation of this agreement and emails to confirm all this. He was not interested in my sending this to him and more or less said "take it or leave it". I have been lied to several times through this whole process and it has felt like a huge "bait and switch". This is criminal!!! Businesses simply do not operate this way legally! I also have been promised three different time for a $20 one time credit to my first bill and not once has that been reflected. Josh also has promised this to me, but I seriously doubt that promise will be honored either. I am also going to forward this complaint to the FCC. My brother owns three law firms and he is amazed with how illegal this whole process is. I actually feel I should file criminal charges against this corporation through our law firm as I feel I have been RAPED!!!!

I advise everyone to use any other service other than Comcast. I have spoken with 6 agents of Comcast that has not resolved my issue. 3 of these agents told me that the problem is on their end. Yet it is still not fixed. I was told that there would be service agents at my location to fix my problem but no one ever shows up. I spoke with a supervisor Ramone who refused to take any responsibility and kept trying to transfer me to other departments. He said he was transferring me to "activation" but someone picked up the phone and hung up without saying anything. I want this issue resolved and a huge apology from someone at the Comcast corporate office who will make things right.

I have tried to resolve a dispute on my bill since late August 2015 (as of this review it is October 21 2015) after numerous attempts, all of which told me I was responsible for the early termination fee (EFT) I decided to contact them one more time with dates in hand knowing that I shouldn't be charged the EFT. Only after I asked them if they wanted copies of my phone bill which proved what dates I called them and only AFTER I asked if this was some sort of scam that they run did they finally find the right note that proved I called within the grace period. The fault lied in the fact that their rep "sat" on my request for 15 days before entering in the changes in the system. This doesn't sit right with me. If I hadn't come back with proof and asked if it was a scam would they have continued to hold me responsible for the EFT. Just a warning people - check the dates, check your bill, and don't give up if you know you're not responsible.

Comcast's telephone customer service is THE absolute worst I have ever experienced. I am 35 years old and have been a customer with them for 15 years. This evening, I needed to pay off a bill through their collections department. I called THREE times, and each time I was told that I was being transferred to Collections, and then remained on hold for 20 minutes. EACH TIME! When I called back a fourth time, I explained all this to the rep, who proceeds to tell me that Collections ISNT OPEN AT THIS TIME IN THE EVENING. So basically, I was sent to a department and listened to elevator music for ONE HOUR - WHEN THERE WASN'T EVEN ANYONE THERE!.
I don't care if they're Comcast and they make millions of dollars or serve millions of customers. They have the [redacted] money to hire more customer service BODIES (not phone menus) who can work on this stuff around the clock.
Tell me I'm wrong.

Comcast is the worst company in the world! They will not let me get service in my house becuase my mother racked up a bill when I was in middle school. I am in college now and need service and will not let me get the service. They say because she lives in the house and still on the lease...I tryed to explain this to them but no one cares...shes disabled because of a stroke and untill she leaves or gets a new lease we cant get service. Doesnt make any [redacted] sence. I have a 750 credot score. I hate this company with a burning passion.

The absolute worst customer service I have ever experienced. Was quoted one price for services, and being charged a higher price. No employee was helpful. No employee was able to correct the situation. I will never deal with this company ever again, and would advise others to do the same.

Worst cable company ever. If Broighthouse didn't ask for your first born, I would probably be with them. I currently pay 143 at Comcast.
1st year wasn't a problem. They got me in on a great promotion and I very much enjoyed the service. It had some internet issues every couple months or so, but for the most part all was well.
Now i've been trying to get a second promotion going....it has been HELL!! 2 weeks of nonstop problems with them. I've called over 10 times, spoken to 3 "supervisors", a couple of "techs" lol...and still having issues as I type this.
I honestly feel bad for the employees at these call centers. They have to deal with all the clients but it's not their fault the company just doesn't care about the clients.

So I had an appointment in 12.14.15 tech stayed he was at my house but didn't show, my cable and Internet to still not working so on 12.17.15 I called the customer service to get compensated and was upgraded to a on-demand digital box which stated to me that it supposed to be for free I went into the office in the Patrick location and was given a defective box once I brought the box home I call customer service and the box was not able to get any signal so I was transferred over to a Customer Care represents " Mondro in the Jacksonville Florida location, Mondro was extremely rude and refuse to answer any questions that I had I now have an appointment 12.18.15 tech didn't show call stayed he was at me door which he wasn't in now in the Frederick location again trying to swap out the defective box that was given to me my cable is still not working and my Internet is still not working at this point I am very frustrated and unhappy with Comcast it to their lack of inconvenience and lack of communication. I called Comcast at 10:30 to ask if the technician is still coming out and I was told I would get a phone call back in the next 1 to 2 hours to see if the check was to come out and fix my service so that's where I'm at at this point.

Review: I recently moved apartments and as part of that process called Comcast to transfer my service to my apartment. As part of that process, I was offered a promotion (performance internet for $29.99 for 12 months) for my new address. I called back in the same day because I got an email confirmation with the wrong price and wrong installation date. The next representative that I received said the prior representative had inputted the promotion wrong and that they needed to wait till the installation to complete to fix it. I wait for the installation to complete and then called back to confirm that my promotion was being applied correctly and the representative assured me that everything was documented properly and that the adjustment should be made within a few business days. I basically repeat this cycle having to explain myself to a new representative and getting reassurance that this problem would be addressed. It has been over a month now and I was charged full price for the first month's bill already. I have made countless numbers of phone calls and opened multiple case numbers (the latest being [redacted]) and nothing has been addressed. My latest call into customer loyalty told me the following:

- The agent that set up my transfer did it incorrectly and the promotion was unable

- The supervisor acknowledged that it was Comcast's mistake and that there is nothing they can do nothing about it

I followed-up with the corporate office (reference number: [redacted]) and they told me the same thing and that they could give me a different (and worse) promotion than what I was offered before.

Both of my interactions made it clear that Comcast did not care whether I was going to stay as a customer or not. It is a shame to have a customer feel like they are trying to scam the system when I am simply seeking what I was offered and told when I called in.Desired Settlement: I want my account to have the promotional rate ($29.99 for performance internet) for 12 months as promised and I want a credit for the excess amount over what was charged to my account in the first month.

Business

Response:

December 6, 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 21, 2013

Re: [redacted]

[redacted]

[redacted]

Dear Sir or Madam,

This letter is in response to the complaint filed by **. [redacted] received in our office November 22, 2013 in regard to receiving promotional rates.

An explanation has been provided to **. [redacted] on December 5, 2013 informing him a six month promotional rate for Comcast High Speed Internet has been applied to his account effective December 5, 2013 and at the conclusion of the promotion on June 4, 2014, standard rates will apply. A credit has been applied to the account on December 5, 2013 for the price difference for the October and November billings, as the request for the promotional rate was to take effect beginning October 18, 2013.

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,

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: The company has misrepresented their products and charged me for their mistake AND is also refusing to correct these and other billing errors. I want them corrected yesterday. This has been going on for months.Desired Settlement: I want the service/products for the price I was quoted and I want my billing corrected.

Business

Response:

December 17, 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: 12/4/2013

Re: [redacted]

[redacted]

Dear Sir or Madam,

This letter is in response to the complaint filed by **. [redacted], received in our office December 4, 2013 referencing a billing adjustment.

On December 6, 2013, I spoke with **. [redacted] in regard to her concerns. **. [redacted] confirmed that her billing concern was resolved on November 11, 2013. I confirmed that a credit was applied to her account on November 11, 2013 for the shipment of equipment to her home along with the HD fee. The credit has appeared on her billing statement, which was issued on December 4, 2013.

I trust that this letter provides your office with the information required in this matter. Should you have any questions or need additional information, please contact me at [redacted] 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. The information I received when I contacted your office was incorrect information and the issue had already been resolved, when I realized this I tried to cancel the complaint but was unable to.

Regards,

Review: Comcast repeatedly fails to provide any measure of customer service.

On November 26, 2013, Comcast was to come out and perform a wall fish and supply an additional service box so I could expand my service. My appointment time was from 1-3 PM. I provided Comcast a day time number when I scheduled the service. Comcast informed me I would receive a call thirty minutes prior to the tech's arrival. On the day of service, I never received a call from the tech. Over the course of the next nine hours, I made 13 phone calls trying to verify the tech's schedule. I was repeatedly informed that I was the next service, and the tech would be arriving by a specific time. I was first told 5 PM, then 5:30 PM, then 7:00 PM, then 8:00 PM. My final two phone calls to Comcast were to speak with a supervisor. I was put on hold for over two hours before I finally decided to hang up. Since that time, I have made numerous attempts at contacting Comcast to resolve this, but Comcast has yet to act.Desired Settlement: Ultimately, I still need a wall fish performed and an additional box.

Business

Response:

December 20, 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: 12/10/2013

Re: [redacted]

[redacted]

[redacted]

Dear Sir or Madam,

This letter is in response to the complaint filed by [redacted], received in our office December 11, 2013 regarding technical difficulties with their service.

I spoke with **. [redacted] on December 11, 2013, and discussed his concerns. On November 26, 2013, an order was placed for an adapter to be installed. Unfortunately, the order was not completed or rescheduled. On November 26, our local check in department cancelled the order. On December 12, 2013, the wall fish and digital transport adaptor were installed. I applied a discount credit for six months from December 12, 2013 through June 12, 2014 as a courtesy. This credit will appear on his next billing statement dated December 21, 2013. I apologize for the delay and any inconvenience he 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,

**. [redacted]

Comcast Corporate Escalation Team

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. It is very disappointing that it took the involvement of the Revdex.com before the vendor took actions to correct the extremely unacceptable customer service practices it utilized during my case.

Regards,