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Comcast Cable Service

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Vincent of Powder Springs, GA July 30, 2009

Im writing this after Comcast put me thru 48 hours of hell but it really started over a year ago. I am an avid football fan so I decided after over 15 years of basic cable with Comcast to get a DVR. I researched the DVR and found that it was limited in recording size by a 160 gig HD. There was no option to upgrade it internally or externally. Comcast had also made sure the customer could not offload any recordings to a computer or get a different DVR. Everything was no no no. I decided to live with it expecting Comcast to eventually allow customers to upgrade.

About two weeks ago with football season approaching I decided to revisit the DVR situation. I was surprised that it was identical to last year. Comcast has disabled or blocked every possible way to get more recording space. My DVR can record only 20hrs of hd.

One HD football game lasts 4 hours. I could almost fill this DVR up in one weekend of football. This was when a co-worker mentioned I should get TIVO. The more research I did the more I found the answers were yes yes yes. The TiVo was highly upgradeable in every way. There was one problem. There is a multitude of horror stories on websites such as comcastmustdie.com and others of Comcast customers who have attempted and failed to get Comcast to do one simple thing (install Comcast cable card in the TiVo box).

After researching the situation and considering I hold a Masters Degree in Information Systems from Kennesaw State University I figured I could walk a Comcast csr thru the process. I knew from my research I would be better off to go to Comcast and get the m-card because every part of this process could be done over the phone. It's a simple matter of typing some numbers in a computer (m-card pairing) and sending an initialization hit from the vinings head end. I also knew that many of the service reps sent out have no idea what they are doing. I won't even go into the trouble I went thru to actually get the m-card from Comcast.

When my TiVo arrived I followed the instructions and made sure that the latest software was installed. On Monday night July 27th I was ready to make my first of about ten calls to Comcast customer service. The csr was named Pat. I knew from the online forums what numbers she needed such as host id and data ID. She said she didn't need all those numbers that everything would start working in about 45 minutes. Nothing happened so I went to bed and started the next morning. I didn't get the names of every csr I talked to but I know it was at least 8 and maybe 10. The fact that the first one I talked to didn't set up a case file proves that their entire existence is a joke to Comcast. With a case file the eighth csr I talk to will know this. Asking them a question is equal to asking the guy that bags my groceries what to do about my cable TV. Some time on Tuesday afternoon on of the CSR's mention that she could schedule a field rep to install my cable card the next day. I was exhausted so I reluctantly agreed knowing I may be paying 17 dollars for more misery. Lamont arrived at 12 noon today in a Comcast truck. I started bombarded him with technical information about Val:V missing and the Auth:MP problem.

He didn't know what I was talking about but he assured me he would get my cable card working. I took some notes. He called someone at using my phone because his was malfunctioning. He told them he was getting an illogical equipment message from the first person (the dispatcher) he called that could not help him. He said it was job number 681052.

He switched the m-card I had received from Comcast with another one. He also solved one mystery. From the second I received the m-card I was billed for digital service a/o. He said the Comcast rep had charged me for an additional stb instead. These charges were on the bill I received on Tuesday. I was able to check the conditional access screen (which he knew nothing about) and see that the Val:? had changed to Val:V but Auth:MP still displayed which needs to be Auth:S .

He said I was 36th in line to receive an init hit from the vinings head end. He said I should have all my channels within an hour and he would call back to verify. He assured me that if the init hit failed he would return to fix it. Indeed some unencrypted hd channels displayed as he was leaving. I commended him and told him I would keep checking channels until he called. He gave me a receipt and took my Comcast dvr and the original m-card I had received from Comcast. That was about 5 hours ago and no call. Below I have provided every piece of information Comcast may need to correct these problems. I believe it would take a person with basic knowledge of how to use a computer and telephone about 5 to 10 minutes to fix this problem.

The grief this has caused me has made a permanent negative impression on me concerning Comcast. What is the price to pay for that? Right now my options are limited. I have invested in a TiVo dvr and a year of TiVo service and football season is coming up. My personal knowledge of technology ensures me that a time will come in the near future that I can rid myself of this Comcast. Consider this: I intended to eventually have Comcast cable, Comcast internet service and Comcast phone service. Now I intend to eventually rid my house of all traces of Comcast.

In the meantime this is what must happen in the next 24 hours. I want every single channel that I am paying for restored and an email or phone call from Comcast assuring me that I have been refunded for the erroneous charges and that I am not charged one single minute for the dvr and m-card Lamont took with him. I also will not be charged for Lamont accomplishing nothing. Make sure the 17 is removed. Considering what I have been thru I should receive a months credit but I can assure you at this point with the time and money this has cost me that would be an insult. You will however give me what's mine. I will not waste my time on the phone with another Comcast csr and I would prefer that no one else from Comcast be sent to my house.

In the event that all of this does not take place at 5:00 pm eastern on Thursday July 30th 2009 I will draft a cover letter and place that and this entire email in letters to the president and ceo of Comcast and every member of the board of directors of Comcast, the FCC, the governor’s office of consumer affairs and the BBB.

Stacey of Friendswood, TX July 29, 2009

I have been a Comcast customer for 8 years. I have used their service (expanded basic cable) in 2 different apartment complexes in the greater Houston area. I scheduled Comcast to install cable and internet service to my new apartment on 7/24. I gave the representative my new phone number. I was told that a technician would be out between 5-8 p.m. I called Comcast at 6 p.m. to confirm that the technician was coming. I was told that Comcast had tried to call me, but got no answer. I thought that was weird considering that I had my phone right beside me all day. I asked what number they called. The representative told me the number from my previous apartment. I told her that they had the wrong number. She corrected the phone number and said that someone would be calling me shortly. No one ever called or showed up on Monday.

I called at 9:30 on Tuesday morning. I was told that my problem had been noted and was labeled "accelerated" and since it was early in the morning and slow, someone would be calling me within an hour to send the technician out. No one called. I caled back at 1 p.m., and was again told that they were sorry, I would receive a call within an hour. No one called. I called back at 3 p.m. I was told that they were sorry for my inconvenience and was given a 20 credit to my account, and again was told that I would receive a call within 1 hour. No one called or showed up. I called back at 4:30 p.m., and was told that they could reschedule my installation for a week from that Tuesday or they could resubmit the acceleration, but it could take up to 72 hours (First time I had heard that). I opted to resubmit the acceleration. I called Comcast on Wednesday at 1 p.m. Went throught the same story with yet another CSR. I am still waiting and still have not heard anything from a Comcast technician.

Alex of Berkeley, CA July 28, 2009

I have always had a problem understanding Comcast invoices, and I have always suspected that their invoices are fraudulent, never matching up to what their reps promise verbally. Moreover, if just one of your payments is late for whatever reason, the bills / invoices to come continue to become even more impossible to understand. Their invoices are designed to obfuscate, confuse, and deny access to what they are really doing; bilking the customer out of monies beyond those fees that are agreed to be paid for services rendered.

They have no customer service to help sort out their invoicing tactics either. They have an actual store nearby which I went to, but was waiting in line for over forty-five minutes, before my back couldn't take standing up any longer. I went home and called their Customer Service number instead, only to find that it was simply a recording with no links to anyone. Their website had a link with a question, do you wish to open online session with a customer service rep? Clicked on the link and an hour later I was still waiting to contact someone at Comcast. Isn't there a federal law that requires handicap access, which Comcast has violated here? Feds, where are you??

Shikina of Atlanta, GA June 29, 2009

I have been a customer with Comcast for over a year and on June 12, 2009; I found out that there was a notice put on my account by the inner office that will no longer allow me to make payment arrangements. No one could tell me why. All payment arrangements that I have made were honored and paid in full. Therefore, 116.00 was paid on June 13, 2009.

To add injury to insult my service was disconnected on June 26, 2009 without any notice. I was told by a customer service representative that I needed to pay my past due amount by the end of the day on June 26 or a technician would be out the next day to disconnect my service, which in turn, I would have to pay a reconnection fee and the entire bill!

Of course I scrambled to make the payment of 129.00 before this predicament occurred knowing that I just made a payment two weeks prior without receiving a bill! The end total that I paid to Comcast for the month of June was 244.00! I would like to inquire why I can no longer make payment arrangements on my account. Is that policy?

Comcast has a reputation for poor customer service and unfortunately I have been a victim of that. The economic damage resulted in me paying 244.00 with the course of two weeks and customer service representatives threatnig to disconnect my service completely if I did not pay the amount due that same day! I have never been late on any payments or payment arrangements that I have set-up!

Mary of Shelbyville , IN July 27, 2009

Shelbyville IN. Is one of the only cities in the country where Comcast Cable does not offer standard basic cable for around 15.99 per month. When the HD changes took place this year comcast offerd a 10.99 per month special for that service. One in every four people in Shelbyville is disabled and a large majority of the population is elderly on a fixed incom. Yet comcast does not give the option of the standard cable in Shelbyville IN. The elderly residents are forced to choose between paying over 50 per month or not having cable at all. and most of them can not afford a new tv. Jeff Weaver the manager of the Shelbyville office has been saying for years that they are going to start making that service available but it never is. They think they are saving money by doing this but the fact is a lot of people just do without tv.

Rashmi of Houston, TX July 26, 2009

this is a scam & elderly abuse and cheating by complicating the accounting methods and then correctingit over the phone and changing it after we pay and then keeping that extra money for their pocket.I got promotional price of 29.99per month for 6 month,which comes to about 38/per month for 6 months ,but some body in accounting is reversing after correcting the paid bill and showing the balance in the next bill,I called again and after 15 minutes of talking to their supervisors,it is corrected to 38.00 and the supervisor said O.K. now it is corrected so you can mail your payment and there will remain no balance in your a/c,and I received a bill showing,past balance 89.07,new charges only 17.69 insted 38.00 and then showing a credit of 36.02 but made a total to due of 106.75.

very tricky accounting and cheating to elderly that do not understand but simple accounting is this,I have been sending 38/ per month and how do I owe now 106.76 now? It should be about the same amount to 38.00,This has been happening every month for last 4 months and the supervisor corrects the amount over the phone and says send that payment of 38/ and I owe nothing and we are even and the new bills arrives and showing no corrections,they revesesing it after correction,cheating,tricking.Same thing has been happening with AT & T,if you do not check they take your money and got away with that. or www.comcast.com

annmary of miani, FL July 27, 2009

I have been having trouble with my cable. mainly with ty that have box you can not see the tv it is blank . we go days like this and when you make the appt they take at least 4/5 days to com call on monday they come thurs call on sat they come tues. one calls and they treat you as if a child is calling. with questions like do you see anything now, are you sure you are looking at the screen, is the problem happening to all the tvs after telling them yes. one ask for a supervisor and they say no ne are around or on duty no matter what time or day one calls. they proceed to give you another rep who knows less and starts to ask the say questions and treat you as a child. please if we pay late they cut you for 1 month service they claim to give you a credit but the bill is always higher and you still have to wiat the days. I have 6 kids here run a daycare and they only know they can not see tv.

William of Tyrone, PA July 24, 2009

We have been customers of Comcast and their affiliates for well over 10 years. They are CONSTANTLY the ONLY service in the area (which is a MONOPOLY and highly illegal) and they exploit that fact to their fullest extent. The service is poor at best. When there is an outage in the area, they KNOW this as it is logged in their system. This means that their system should automatically issue a day's credit for the service that we couldn't receive. Do you think they would actually do that? Not a chance!

When the billing arrives, there is NO clear way to understand the billing with all of their, 'taxes and fees' that they attach to our bill, you would have to have a 6 year degree in economics to even attempt to understand what they are actually charging. (not kidding) When you first sign up, they offer you a, 'Promotional Price' that is either 6, 12 or 24 months; however, they do NOT state the length or amount of the promotion remaining on your bill at any time. This means that when you see a bill that is 50% higher than it was the month before, you would understandibly freak out. When you call them, they give nothing but excuses, say that they can't give you another promotion for 90 days and that you would have to pay full price for 90 days and THEN they would look into what packages they could offer you at that time.

While doing so, they attempt to transfer you many times to someone who has NO idea of what they're doing if it is NOT in their script to read to you. Everything from outright lies to blaming the customer and claiming that everything is computer automated and that there's nothing they can do about your issues. In other businesses, you receive price breaks the longer you are with the company in question.

For example, if you are a customer for 2 years, you would receive a certain percentage off of your bill. If you are a customer for 5 years, you would receive a larger discount. What THEY are doing is giving you ONE price to get you in the door and then raise the price at will after that. In any other business, this is called, 'bait and switch' and is HIGHLY ILLEGAL in our state. If you, as a customer, contact any company with an issue, they would bend over backwards to do anything to satisfy you in following the old adage, 'the customer is ALWAYS right.'

Does Comcast follow the same adage, obviously not. That's why you are reading this post.

C. of San Francisco, CA July 24, 2009

I subscribe to Comcast at 64.06/month. This monthly charge has consistently increased over the years although the quality of channels offered has not. What I am complaining about more than the channel offerings is that Comcast devotes a large chunk of channels to infomercials between either 11:30 p.m. or midnight up to 7 a.m. the following day. I have complained directly to them about why since beginning of July they have extended the infomercial time slot through 7 a.m. on a channel I used to be able to watch beginning at 6 a.m. prior. The Comcast rep. told me that I must go in person to the local Comcast office and place my complaint since it's a local issue. This is unacceptable to me and solves nothing. In my opinion, the Comcast rep. could have forwarded my email complaint to the local office.

But the main issue is how could Comcast get away with occupying so many channels with infomercials. I and other clients are paying for the ability to watch these channels and it's not fair that Comcast derives profits from the infomercials while we are at the mercy of Comcast as to when and what we can watch. Thank you.

Rodolfo of San Carlos , CA July 23, 2009

The appointment with Comcast to repair my cable access was scheduled from 2-4 PM on 7/23/2009. Comcast did not show up, so at 4:10 I called to find out why and it took quite awhile to get an answer but they eventually said the tech called at 3:30 PM I learned that my appointment was now canceled because I did not answer the tech's call at 3:30 PM. I wasted 2 hours off work waiting on Comcast. And they never did show up. Poor tech service and even bad to worse customer service I would not recomend Comcast to anyone.

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