Comcast Corporation

Review: I signed up with Comcast approximately 18 months ago and since the day they installed their equipment I have had proble**. The technician left before the equipment was working, forcing me to call and have another technician come out to fix his mistakes. Then the second technician failed to fix the problem and I had to have another person come out, this went on for months. My cable is still not fixed. They have billed me for services I did not sign up for, cable boxes I do not have (even though I have called and they have supposedly fixed the billing issues) they have not. They REFUSE to remove charges I did not ask for and refuse to correct my billing statement because I have not paid my bill in full. Why would I? Until they correctly bill me I will not pay in advance for services I did NOT ask for. Their customer service representatives are rude and hang up on you if you dispute what they are telling you. If you ask to speak to a supervisor they place you on hold and after about 10 minutes they disconnect the call.Desired Settlement: Fix my bill, fix what you are charging me for to reflect the services and devices I have in my home and fix my cable that has NEVER worked properly.

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: December 11, 2013

Re: [redacted]

[redacted]

[redacted]

Dear Sir/Madam:

This letter is in response to the complaint filed by [redacted], received in our office December 12, 2013 regarding a service concern.

A Comcast representative spoke with **. [redacted] on December 18, 2013 and discussed her concerns. During the conversation, **. [redacted] indicated her service concerns were resolved. Our records reflect a technician completed a service appointment on December 17, 2013 where the Comcast converter was replaced.

**. [redacted] monthly equipment charge for one Comcast digital transition adaptor (DTA) was also adjusted. The fee for one device was removed from the account and the associated charges were removed. The adjustment was applied to **. [redacted] Comcast account on December 18, 2013 and will be reflected on her billing statement dated January 7, 2014. An apology was provided to **. [redacted] for any inconvenience she experienced while attempting to further discuss this matter.

I trust that this letter provides your office with the information required in this matter. Should you have any questions or need additional information, please contact me at ###-###-####.

Regards,

Executive Customer Care Specialist

Consumer

Response:

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

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

Regards,

Review: I was quoted a price and signed up for services based on that price. When I logged into my account ,the company had set me up for different services and a different price. My account was never set to the service and price agreed upon. When I called the company to fix the situation, there was nothing anyone could do. I was told that not all units of the company can offer the same deals and that there was no way of finding out who had such an offer. I would be able to sign up for a more expensive offer or for a lesser service for a similar price. All told, it probably took about 4 hours to go through this process. This appears to be a classic bait-n-switch as the company never set my account to the agreed upon service and price nor did they offer to amend their mistake. I have the chat sessions quoting the offer and price which the company did not want to see.Desired Settlement: At minimum I would expect the company to follow through with providing the service at the price offered. It also seems reasonable that the duration of this price rate would be extended since I spent a considerable amount of time trying to obtain a service they offered but never intended to deliver.

Business

Response:

April 23, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: March 28, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by **. [redacted], received in our office March 31, 2014 in regard to receiving promotional rates. I corresponded with **. [redacted] via email on April 2, 2014, informing her that I was able to honor a twelve month promotional rate for the internet service and it has been applied to her account effective April 3, 2014. At the conclusion of the promotion, standard retail rates will apply. I apologize for any inconvenience experienced in attempting to have this matter resolved. 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]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. I was informed that it is noncontract and my representative was able to deal with another issue during the process.

Regards,

Review: Last august we tried to use the xfinity app on our xbox. After about three 1-2 hour long tech assistance calls, we learned we needed a comcast (same company) modem that required their triple play bundle. After they sent it to us, we decided we did not want the triple play or to use their modem. So we returned it and called them back to down grade to internet an cable tv only. Last week our internet stopped working for the most part. When we contacted xfinity/comcast we discovered that they had been charging us for the modem that we returned since September and we were still on the triple play bundle. In response to the internet not working they said a tech ha detected a problem in our area and offered to send us a service call that we would be charged for, even though the problem is on their end. My husband refused the service call and requested we be unbundled. They suggested sending us another modem. He said no. The customer service specialist refused to refund us for the modem charge, but said he unbundled us. Then today, my husband received an email confirming shipment of the modem he'd refused.

We are switching to another company for internet, but can't switch for tv as xfinity/comcast I the only company that has all the channels. However, this refusal to fulfill our requests and charge us for a modem we don't have is unacceptable.Desired Settlement: I would like the rental fee from sept refunded $48, and have our services unbundled. Once our new internet is contected (this weekend), we would like to go down to the tv package of our choice only.

Business

Response:

April 24, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: April 04, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by **. [redacted], received in our office April 04, 2014 in regards to a downgrade. I spoke with **. [redacted] on April 11, 2014 informing her that we had downgraded her services to a TV only package on, April 05, 2014. In addition I confirmed with **. [redacted] that their services were unbundled and the modem removed from the account on March 31, 2014. We have adjusted their account for the modem rental charges and this adjustment will show on the May 03, 2014 billing statement. No further credit was applied to the account. Our research confirmed that **. [redacted] had downgraded their services to TV and Internet on August 08, 2013 but the changes had not been applied to the account, causing erroneous modem rental fee charges. A further downgrade to disconnect modem services was applied on April 05, 2014 as per **. [redacted]. **. [redacted] now only has TV service. 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 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 urge the company to address their long standing customer service issues and processes, but as I now have minimal contact with them, I am fine.Thank you.

Review: I went to a Comcast store ([redacted], CA [redacted]) to start an internet plan. I find an internet plan with 25 Mbps speed for around 32 dollars a month. One comcast employee helped me put a order with a special price, which is five dollars less than the original price. I was happy with that and took the offer.

Later I found the speed was too low and complained once. (The representative acknowledged my plan as 25 Mpbs, but she said it was because of internet traffic issue)

After I get my first bill, I noticed that my plan is downgraded to 6 Mbps. I called the customer service and they won't help me. One representative said that if I want 25 Mbps plan, she can upgrade for me for higher price.

So, basically, they secretly downgraded my plan and won't honor the original one.Desired Settlement: I want my original 25 Mbps plan back with the original price as we both agreed on.

Business

Response:

May 1, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: April 22, 2014 Re: [redacted]Dear Sir or Madam, This letter is in response to the complaint filed by **. [redacted], received in our office April 23, 2014 referencing a billing concern. On April 29, 2014, I spoke with **. ** in regard to his concerns. A change of service for his internet was completed on April 29, 2014 where the Performance Internet, with speeds up to 25 mbps was added to his account for a promotional rate for 6 months, through October 28, 2014. Additionally, a credit has been applied each month for 6 months to match the promotional rate **. ** was originally offered. On October 29, 2014, the rate will bill at its regular published rate. The Blast Tier, with speeds up to 50 mbps, was added at no extra charge for 12 months, for the inconvenience **. ** experienced. It has been determined that that slow speeds were not caused by any service issues; however, the slow speeds were the result of a slower internet speed tier with 6mbps added to his account. **. ** now has the 50 mbps high speed internet. 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]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. Thanks.

Regards,

Review: in November, 2013 I contracted with Comcast/Xfinity for a package called Blast which included upgrading my tv cable and adding internet service. For 6 months I was to pay $49 a month, for 6 months I was to pay $69 a month and then for 6 months I would pay $79 a month. After that I would pay the going rate. I received a letter this month that said I was getting the package in error. I went to the website and the package had changed. I have "chat sessions" that verify that I got Digital Premium tv as well as my internet for the posted price. I called, talking to 2 people, one said I was correct and they would process the change back to premium. It was never upgraded so I called again and was told that the initial salesperson made an error and that the blast only provides basic cable which I was paying $19 a month for previously. I have called again and they could care less. I now understand from the internet this is happening to other people in this state.Desired Settlement: Live up to the contract and restore my tv to the digital premium for the agreed upon price.

Business

Response:

May 27, 2014Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: May 02, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by **. [redacted], received in our office May 2, 2014 regarding a recent programming change. I spoke to **. [redacted] on May 8, 2014 and reviewed her concerns regarding the loss of her cable channels. Based on my findings, **. [redacted] was sent a notification informing her of the recent video authorization audits, in which we found she was receiving additional channels in her digital economy package, in error. The Digital Economy plan includes about 40 stations. In addition, I explained to **. [redacted], since 2013 she has been receiving the Digital Starter channels while paying Digital Economy price. In order for **. [redacted] to receive the referenced channels, she would need to subscribe to the Digital Starter or Digital Preferred level of service. As a courtesy, I offered **. [redacted] a Digital Preferred double play bundle at the same rate she was currently paying. I informed this rate would be good for the next 12 months. The customer agreed to this promotion. I apologized for any inconvenience that may have been experienced while seeking a resolve to this matter. I trust that this letter provides your office with the information required in this matter. Should you have any questions or need additional information, please contact me at ###-###-####. Regards, [redacted]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. I would add that the gentleman who called me was very courteous and understanding. I am glad to have the services for the next 12 months. Thank you Revdex.com for your assistance in this matter.

Regards,

Review: On April 28, 2014, I signed up for Comcast High Speed Internet at an advertised price of $39.99 per month. On May 5, 2014, I received a bill from this company for my first month of service and it indicated charges for Comcast television service, a service I neither have nor signed up to receive. In addition, the bill I received indicated a service start date of 4/7/14, which is incorrect as my service start date is 4/28/14.Desired Settlement: I would like the billing errors corrected and would like a complimentary one month service credit made to my next bill since this company operates as a de-facto monopoly in the community in which I reside.

Business

Response:

June 1, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: May 6, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted] received in our office May 6, 2014 referencing a billing concern. On May 7, 2014, I spoke with [redacted] in regard to his concerns. An error occurred in the way the customer’s internet charges appeared on their Comcast billing statement. The customer subscribes to internet service only and the charges appeared on the billing statement, as a video fee in error. We made the necessary corrections to ensure the billing will display the services and fees correctly going forward. In addition, we confirmed the internet pricing is correct. An adjustment has been applied to **. [redacted]’s account on May 7, 2014 for the billing error. The adjustment will appear on their next billing statement, which will be issued on June 7, 2014. We apologized for any inconvenience caused to the customer. 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: I started my Comcast account at the end of November 2013. After they set me up with the wrong package and were charging me way more than I had signed up for (not to mention I had to have a technician come out 5 times and miss work to fix the service) I still couldnt get anyone to call me back and they kept saying someone would and no one ever did. It was not until I filed a Revdex.com complaint that someone from the escalations department (I believe [redacted] or [redacted] was her name) called me back and set me up on the package I had signed up with to start. I told her at the time I did not want any sort of 6 month deal or I would cancel and she said the deal she signed me up for was in place and it wouldn't be until a year that it might raise "like 5 dollars" due to inflation. 6 months later I get my bill and it has raised more than 50 dollars! I called Comcast and they are now telling me they have no notes of this but do see that [redacted] from escalations handled my situation. They told me they would call me back and fix the problem and have still not called. This is seriously unreal. I want someone to call me back and fix this and put my plan in place where it does not change for a year like I was promised and the extra money I was charged this month refunded.Desired Settlement: The difference in payment I made this month from my normal payment refunded and my bill back to where it was agreed upon with the escalations department in December.

Business

Response:

July 9, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: June 22, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted], received in our office June 23, 2014 in regard to receiving promotional rates. I spoke with **. [redacted] on June 27, 2014 to discuss his concerns. I advised **. [redacted] that I applied a promotion that’s valid for 12 months for the Digital TV and Internet Service effective June 27, 2014 which will expire June 30, 2015. After the duration of the promotion standard rates will apply. I informed **. [redacted] a credit was applied to her account on June 27, 2014 for the billing issue which will appear on the July 21, 2014 billing statement. **. [redacted] states there are no issues with the services and everything is working to her satisfaction. Our records indicate that **. [redacted] did request a call back however there is no record of the call returned by a Comcast representative. I apologized for the misinformation in order to identify and resolve her concerns. I trust that this letter provides your office with the information required in this matter. Should you have any questions or need additional information, please contact me at ###-###-####. Regards, [redacted]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: Hello,

After being unable to access my main Comcast/Xfinity account for several years (I could conduct some business and pay bills from a sub-account), I finally managed to get in and noticed I was being billed for equipment we no longer have.

Several years ago (in 2009 or 2010), a Comcast contractor came to the apartment to help because our internet service wasn't working. While he was here, he took with him our TV equipment that we hadn't been using for several months (we cancelled the TV service and tried to return the equipment, but the street address on their website was wrong and we couldn't find the new location).

Come to find out, we've been billed for that equipment for the past four years, or so.

For the past 21 days (since June 5, 2014), I've been trying to get help (in writing), yet no matter how many times I ask, my requests for written help go unheeded. There are clai** that they've tried to telephone, but they haven't. The only call we got from Comcast was at the end of May, to tell us we'd exceeded our bandwidth allocation so they could charge us more money.

The entire email chain is available by request.Desired Settlement: I'd like to stop being billed for equipment taken away by an official contractor, and to have some sort of billing compensation for four years of overcharging.

Business

Response:

July 14, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: June 25, 2014 Re: [redacted]. [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted] received in our office June 25, 2014 referencing a billing adjustment. On July 3, 2014, I contacted **. [redacted] via email per her request in regard to her concerns. An adjustment was applied to her account on July 3, 2014 for six (6) months of unreturned equipment charges. The adjustment will appear on her next billing statement, which will be issued on July 9, 2014. **. [redacted] is aware we do not have a record of receiving the four (4) unreturned cable devices. The cable equipment was removed on July 3, 2014 and placed in a lost status. The unreturned equipment billing charges were removed on July 3, 2014 to avoid any future billing fees. 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 Relations Specialist

Consumer

Response:

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

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

Regards,

Review: I called to order service Monday June 9th 2014 and it took over a week and a half to have someone come out. When the installation tech came out he informed me that there was a wasp nest in the way and he couldn’t continue with the installation until pest control came out. I was told that I would get a call back once everything was taken care of so I could reschedule. NO ONE CALLED ME BACK so a few days later I called back myself.

The entire process of trying to get in contact with some sort of supervisor was pure hell! I’m normally a peaceful, calm woman but I had to hold myself back from cussing! I was just so angry! On the phone for over an HOUR getting constantly passed around from different reps. Of course I was either hung up on or the call dropped several times during this process. No one was allowing me to speak to a manager until I gave them my account number and full reason for my call. So I have to constantly keep telling the same story to each rep in VAIN because they didn’t relay any of that information to the next person. When I asked to speak to a manager I had a rep flat out tell me “NO” that I have to give the reason even though I just explained to the last 3 reps I spoke to of my issue.

I was told the soonest appointment would be another 2 weeks out, making it a full month that I would have to wait for installation! Horrible Horrible customer service! When I finally reached a supervisor I was kept on hold for a good 30 minutes by Pablo the supervisor of installation. When I let him know I would escalate this he said “Go ahead because we didn’t do anything!” and suggested that I just go with a different provider since they won’t be able to come out until JULY!I want something done about this horrible customer service issue! There was no compassion or empathy for my problem at all. Comcast/Xfinity has great deals that’s why I chose them but there customer service is LACKING! It shouldn’t take a full month to get an installation and it darn sure shouldn’t take over an hour being passed around from rep to rep to get a manager that does absolutely nothing to help me.

If there is nothing that can be done to move up my JULY installation than I just want to CANCEL my order with Comcast. I’d rather pay MORE each month at a different company if it means the customer service is better. The way I was treated by the supervisor and customer service reps leads me to believe there is no quality control at all and the customer doesn’t matter.Desired Settlement: I went through hell and back with these UNPROFESSIONAL CSR's. The manager was the worst! He's supposed to be the leader but he's not doing anything above and beyond for Customer Services. I don't need anymore empty apologizes, I've heard enough. I want some sort of significant credit to my account or my installation date moved up OR you can just cancel my account. I don't want to keep dealing with this horrible lack of customer service.

Business

Response:

June 30, 2014Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103Case Number: [redacted]Date of Notice: June 21, 2014Re: [redacted]Dear Sir or Madam,This letter is in response to the complaint filed by [redacted], received in our office June 23, 2014 regarding delays in the installation of her service. We spoke with **. [redacted] on June 27, 2014 and confirmed her services were installed to her satisfaction on June 27, 2014. A wasp’s nest was found in the tap, causing a delay in the installation. We informed **. [redacted] a credit has been applied to her account on June 27, 2014 for the installation. Additionally, three premium channels were provided to **. [redacted] at no charge for one year. The credit will appear on their next billing statement, which will be issued on July 26, 2014.**. [redacted]’s customer service concerns have been forwarded to the proper management for further review and action. 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]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: Comcast changed the way they were transmitting service to limited basic customers in early March so that equipment had to be installed in order to even receive a signal for TV.After trying to install for an hour according to directions,called for help.Customer Service person asked a few questions and determined that equipment must be faulty,replacements would be sent.Asked about refund or prorate because paying for service not able to get(reception).Was told that when equipment installed and running a refund would be issued.When tried to install replacement, found that still not working.Worked on for approximately 45 minutes,was very frustrated that replacement would not work either.Looked closer at illustration in box and figured out that equipment sent to me was for secondary set,I needed for primary set.Decided paying too much out of budget and having too much hassle just to get reception; time to try something else to get reception. Had already paid for two months of non-service because did not want to be turned into collection agency and/or having to pay to have service turned on again.Got alternative, called to cancel service (had not paid bill received few weeks earlier-why pay for no service - already done for two months- and when refund should be issued?), and returned equipment.When called to cancel,asked about refund and told to talk with billing.Called to inquire of refund,was told no documentation of previous calls, but would be documented.Asked about refund as had been on phone already 20 minutes and had to get off phone and was told a representative would call me back that night. No phone call even though phone line left open.Followed up on refund, told I owed, and that I "did not have a valid request for adjustment."Asked if there was anyone else I could talk to or could help me and told "no further customer service." Asked about these two items at least twice so could get their final answer.This is how they treat a 16 year loyal customer. Lies, Lies, and Greed.Desired Settlement: I am refunded for the amount of time I paid for service and was unable to get. And that I am not charged for services not received in May.Refund from first call in March (can prorate bill for that month - had not had reception for about 10 days when called that equipment not working - I'll give them that) and for the April bill which was paid.

Business

Response:

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

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

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

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

Review: At the end of June, I requested to transfer my existing service from one address to another. I have been a Comcast customer for 15+ years. I have been with them through thick and thin. Since the move, it has been one nightmare after another in terms of transfer of service, confusion of accounts, improper billing, and as of this morning, the loss of our email addresses we have had for 15 years. I have had clients and family emails bounce back to them. Since 9am this morning I have been on the phone, the internet, and in person at a store to fix the problem. I have been disconnected by supervisors 4 times, and have been told by 7 reps that they can fix the problem, and so far, NOTHING.Desired Settlement: At this point I am simply asking to have email addresses transferred from the old account to the newer one.

Business

Response:

August 6, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted]Date of Notice: July 18, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted], received in our office July 22, 2014 regarding technical difficulties with their service. I communicated via email with [redacted] on July 29, 2014 and confirmed the service related issues they experienced are no longer an issue. The service related issues were resolved on July 17, 2014 by transferring the customer’s email address from his old account to his new account. I also informed [redacted] that a credit has been applied to his account on July 28, 2014 as a customer courtesy. The credit will appear on their next billing statement, which will be issued on August 22, 2014. In addition, a 12 month free promotional rate for Blast internet was also applied on July 18, 2014. At the conclusion of the promotion, standard retail rates will apply. I apologized for the frustration and inconvenience he experienced while attempting 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, Sheila W.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. I wish that the leadership of COmcast would take a long look at restructuring their infrastructure in order to provide a smoother transition of service. Having been a long term customer of Comcast, and having experienced a period of a few years where the service was prompt, professional and effective, this entire episode has left a very bitter taste in my mouth. I would vote with my wallet but there are no equivalent services in this area, so I regret that I am feeling stuck with this service.

Regards,

Review: We have been with Comcast for over 10 years and we switched the accountunder my name from my husband's because we changed address. When I heard about the new service X1, I made a phone call to upgrade it, and thereafter several other calls since the confirmation email from each call didnt match what was discussed. Everytime a different representative would say different things and bash the one before for giving me false information. After several attempts I got an appointment for installation and the prices seemed to be fair. That representative let me know that for future purposes I could ask for the phone calls to be reviewed since they are recorded. On the installation day, August 26th, a young man came to my house, on time I must say, and the instructions were simple: 4 new boxes will replace the current installed/old boxes, all in bedrooms. He pulled all the old boxes out leaving all the cables and power cords hanging down. Then he proceeded to a different room, the game room, and stappled cables along the baseboard, since a tv been used for gaming was at a different wall then the outlet. I went up and told him it was wrong and he removed the box, while atempting to remove the staples from the baseboard the wood cracked so he just left it there. All the garbage, plastic/papers/boxes/cable bits where left all around the house. He left without the internet working properly, I had to call the company to get a password that he had given to me wrong. I found out about the garbage because my 11lb dog started to choke o a cable bit that was on the ground. I was close to lose him, needless to say I was in severe distress. On September 7th I called the company to make a complaint, not for any gain but I thought they should know about what happened. The representative made notes about it (I could hear he typing) and told me: I would like to offer you a $20 credit on your account, void the $59,95 installation fees and give you a premium chanel you may not already have. And if when I were to get my bill and didnt see the changes, or still be charged for the installation to give them a call back. When I got the bill I noticed nothing was done. I called and the representative said he could not see any notes and that what was offered to me didnt even make sence. I was then told a supervisor would call me withing 5 days. After 5 days and no call, I called again, another representative said the same thing, that she could not help me and somebody would call me in 5 days. Nobody did. I called again, and I gave the time and they of all the calls and asked for them to be reviewed, I was then told that it was a lie and the calls were not recorded. He said he would again put a ticket in for somebody to call me and up to this day, October 14th, no one called me about the issue.Desired Settlement: Since time went by while waiting for the "call back", the bill became slightly past due, so I went ahead and paid the original bill in full, but at this point I want a refund for those fees as it was promised on September 7th, I also want a phonecall with an apologie for what went on at the instalation day and for the lack of costumer service thereafter.

Business

Response:

November 4, 2014 Revdex.com of Metro Washington DC & Eastern Pennsylvania1880 John F Kennedy Blvd., Suite 1330Philadelphia, PA 19103 Case Number: [redacted] Date of Notice: October 16, 2014 Re: [redacted] Dear Sir or Madam, This letter is in response to the complaint filed by [redacted] received in our office October 16, 2014 regarding a billing issue. On October 24, 2014 I spoke with [redacted] in regard to her concerns. A credit has been applied to her account on October 24, 2014 for the installation fees. The credit will appear on their next billing statement, which will be issued on November 24, 2014. I apologized to the customer for the delay and inconvenience experienced in attempting to have this matter 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, Nina T.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,

This company is as crooked as it gets. If you can use another company DO SO.
The representatives do what they want when they want. I opened an account for my mother who is on fixed income. I asked tons of questions about due dates and because of the way my mother is paid was told to establish the service around a certain time so that the bill would come due around the time she could pay without late fees. For that reason I had to call back. Called back only to find, an account had already been set up for her, but was then reassured that it would fall on the appropriate date range. OTHERWISE I WOULD NOT HAVE HAD SERVICES STARTED. Fast forward two weeks. Here comes a bill...due date the 18th of each month. Which means that EVERY SINGLE MONTH MY MOTHER PAYS A LATE FEE- ON A FIXED INCOME. I'VE ASKED AGAIN AND AGAIN HOW THAT CAN BE REMEDIED. THEY SUGGESTED SHE PAY TWICE IN ONE MONTH- ON A FIXED INCOME.
How???? Where is it coming from? ARE THEY GOING TO PAY IT?

Poor customer service. Charges were added to my bill without warning or any detail to why. Their reply was that I was not on the eco friendly paperless bill despite not being charged up until now. On top of that they saw it reasonable to charge $5.
Their prices are high and there are no competitors in my area meaning they are able to do whatever they want without any regulator or alternative dispute resolution body.
Why doesn't the US have an Ombudsman for the telecommunication industry. That would give consumers means to be able to fight back without the legal cost.

Despite having been a loyal customer for 10+ years, this business threw me to the curb when I had to move to an area they had no service in, and thus had to cancel my service. I had two weeks left in my service, and I called in to cancel.
After they "processed" my cancellation, that evening, I went to watch my favorite show, Game of Thrones, only to find that my HBO had suddenly disappeared, as well as any recordings from HBO. I wasn't allowed to re-add the subscription from the X1 box, and when I called in, they were closed (how does tech support close??).
So I waited until the next day, and called in. After being transferred 3 times in 30 minutes and verifying my information 4 times, I was hung up on. I had to call back in again and finally got to a tech support person who admitted that he called the loyalty department in my behalf, and they refused to put HBO back on my account (I was willing to pay for it, but they WOULDN'T DO IT. At. All.). He said that he insisted, and they hung up on HIM. He said that this is typical and happens all the time. "You think they treat you like crap, they're even worse to us."
He was the only one who could help me by un-canceling my cancellation and adding HBO back on, and now I have to call back in on my move date to re-cancel. What a crock of c[redacted]

They are the worst company ever. First, they will lock you into an agreement and lie to you about the length of the agreement. Every customer service agent will have a different length of time for your agreement but they will charge you based off of the longest one. I called to cancel my service early due to the lack of customer service received and multiple problems and interruptions with their service. When I called to cancel I was on the phone for 1 hour and 22 minutes and was transferred from agent to agent who assured me that their department could definitely help me. Each agent on the phone quoted me a different price for a early termination fee. The first early termination fee was $140, then $70, then when I refused to pay that the agent came back with $45, the next agent then said it would be $75, then next said it would be $56 and they all said the agent before them was incorrect. This company has fraudulent practices and departmentalizes everything so you will not be able to handle anything without being transferred multiple times. Oh and every time you are transferred you will have to verify your information and explain your issue again as well as being questioned with the same questions because they only blind transfer you to the next department. DO NOT GET SERVICES WITH THIS COMPANY. XFINITIY ONLY WANTS TO ROB YOU!!

Comcast/Xfinity has been the worst experience. I just filed a complaint with the FCC for Comcast. My husband and I started with Comcast in March of 2015. Ever since we started we have had nothing but problems. Starting with day one, the technician advised us to update our wires to retrieve a better internet connection, which was a waste of money. As soon as the tech left our house the Internet went out. I called every day trying to get someone to come out and fix the Internet. I finally got ahold of someone and was told they would be there the next day, so I left work early and to no surprise no one showed up. I ended up having to go get another modem myself from the local comcast store because I could not get a tech to come out for the life of me. The modem didn't work so I called again, I was able to get a tech out here and his solution was "I wiggled the wires, hopefully that will help". Obviously it did not help, so I called yet again. I have replaced the splitter and the wires like I was advised to and still no luck. I was repeatedly told that I could not speak to a supervisor and they refused to provide me with corporates number. I have been hung up on several times and when I asked to speak to a supervisor I was told they had to call me, which they never did. After a few weeks of calling I was able to get another tech out here, which informed me that my internet had gone out over 275 times in ONE month. Yet, he still could do nothing to help fix the problem. I have lost money and time with this company. I depend on the Internet like many others and have had to resort to taking my laptop to the local grocery store and use their wifi. We have also lost our cable since the last tech was here, which was over a month ago. This is the worst customer service I have ever seen in my life. I would be a lot more detailed; however, I am having to use my phone to file this complaint because of course my internet is out once again. "

I moved recently (April 2015) and I have called 7-8 times to cancel my old acct and everything associated with the email, address etc. Account is still active, as in I can log in and make payments. I gave up calling them.

I recently moved to a new address so I needed to set up internet and TV. The two monopolies own the lines to the house so I had few options: either Comcast Xfinity or Verizon FiOS. I did my research and elected to go with Comcast for their product as well as the fact that the previous homeowners used their service. As I'm told, the house is already wired for it. It took two weeks calling local and national service representatives to take my order and open an account. The first representative presented me with several packages. I wanted to consult with my wife before committing and he wanted to earn my business so he gave me a personal email address to contact when we reached a decision. He never responded to that email. I gave a second email and allowed a two day grace period with no response. The next representative I spoke with had me on hold for an hour due to "heavy volume" that day. He arranged the same package, created an account for me, and said I would receive a call from Comcast to schedule installation. No follow through. More days passed and I never received a callback so I initiated a follow-up. The third representative I spoke with said that an account was never created for me and no order ever went out. I tried a third time to arrange service and she tried to offer me the same package at a higher rate. Naturally, I refused. A fourth representative finally carried through on the basic task of taking my order and creating an account. She said that I did not need a tech to come to the house since a previous owner had subscribed to Comcast. In fact, she could waive the installation fee so long as I could drive two towns over to the local Comcast distribution/customer support center to pick up my self-install kit. Great! Worth the savings. I did that, but when I followed the instruction manual my modem would not go online. Tried every outlet in the house, spoke with three technical support agents, and went through troubleshooting for nearly three hours. After assuring me that my house had active service and it must be faulty equipment, nobody could solve the problem. They finally agreed to send a technician to the house but couldn't schedule an appointment for a week, which pushed me to 3 1/2 weeks in a new home without service. I went back to the local distribution/customer support center and requested an earlier appointment. Despite having more than a dozen vehicles in their lot and uniformed men outside their door, they insisted that they could not schedule an appointment from their offices. They reinforced the notion that service at my address was never disconnected and therefore still active at my house, insisting that it must be a bad modem. Their solution was to try to sell me on a new modem, which I refused, since all the troubleshooting over the phone suggested that the device itself was working properly. Called the national customer service hotline again and FINALLY had a capable representative who immediately looked at his records and told me that my service was NOT active and needed to be connected at the "tap." He arranged an earlier appointment time, but still has me waiting for several days and without internet for a total of 3 weeks. My business has suffered, my wedding plans have been stalled, my reputation with prospective employers has suffered, and I have had to find alternative, inconvenient ways to pay some of my bills. Three weeks of incompetence, misinformation, lack of follow through, and shady salesmen leads me to give Comcast an angry, dismal review. I hope their product turns out better than their customer service and technical support...when I'm finally connected.

I was so unhappy with Comcast that I dropped their cable. My bill kept going up every month. When I called and told them I wanted to keep it under $100 all they could offer was basic cable with the internet. I don't think so. So I dropped the cable, but unfortunately for right now have to keep their internet. I'm working on that.
Someone else I know is very unhappy. They tried out their internet phone and the deal that came with that. When the year was up they talk to Comcast and was in another deal, but had to get the new cable box. They shipped it to them. After several hours on the phone and calling 2 different numbers turned out someone had packaged the wrong unit in the box. The serial #'s did not match. They took the box to one of the satellite offices and got another one. That one did not work either. So then they had to have someone come out. Let’s just say they NEVER got the box working so they still have the old one. The person got their bill and it was $300. This person was never told it was going to be this much, plus they are charging for the service call. All Comcast would reimburse is $20 of the $300, plus this person does pre pay and Comcast had already taken out the money before the attempts were made to install this unit. Needless to say this person is checking out other options to get rid of Comcast.