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Comcast Cable Service

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Michael of Muskegon, MI June 14, 2009

An open letter to Comcast. My internet connection and or my cable TV connection have gone out a total of eight times in the last five weeks. Each time Comcast has sent out a repair person, at their convenience while I get to change my schedule to accommodate theirs, who temporarily fixed it and have plenty of excuses to explain why it won't happen again. They have included the wiring is old and needs to be replaced. The other techs used a technique called "boot and scoot" which was explained to me to mean they just splice in a piece of wire and get out as fast as possible. One tech added an amplifier, another removed the amplifier. Another tech told me the modem was bad so I bought a new one. Then I found out that there wasn't anything wrong with the first one but I can't return a modem once it has been opened because it's an electronic item. Another time they sent out a person to disconnect my neighbor because he switched to a satellite network but disconnected mine instead. The excuses, incompetence, and breakdowns keep coming but the reliability does not.

When I call in I'm always, without exception put on hold. During this time Comcast has the nerve to play recorded messages telling how I'm a highly valued customer, and all about the great shows I could be watching if my connection worked. The best part is they also play commercials telling me about other premium channels and services I can sign up for that won't work either but that I can pay more money each month.

I’ve been a customer for over twenty years and yet I get treated like someone whose business you don't need. Maybe that's what I need to do. Three of my neighbors have switched from Comcast to a dish network because of your lack of service.

I think I will be next but not before I write an editorial to my local newspaper, the college newspaper where I work, the Better Business Bureau, The County Cable Franchise Commission, and I purchase a full page of space in the newspaper as well just to make sure everybody gets to see this. I also intend to post this message on any and every internet site that might have an interest in it. I will also look into any state offices that might have an interest in your incompetent performance.

Here's a surprise! While writing this my cable connection dropped out again. That brings the count up to NINE times in five weeks.

James of Newport, NC June 11, 2009

When I moved to Jacksonville florida for a job. Comcast was the only cable provider. When I signed up, I was not given a modem. Instead they directed me to a site online where I could order the modem to use. I paid almost a 100.00 for the modem. I moved from Jacksonville, florida feb 09. Since that time, Comcast has tried to schedule appointments with me twice to pick up the modem that I purchased. They have tried twice now and I informed them not to call me anymore. I wonder how many people have purchsed a modem and then give it to comcast. I believe this is a deliberate scam to acquire free modems to rent to new customers.

matthew of frederick, MD June 11, 2009

I just moved to the Frederick area. Since 2001, I have had access to NASA tv since I am a space buff through Dish Network, a local cable company back in Minnesota where I used to live, and DirecTv. I have contacted comcast multiple times and have got mixed responses. I have been told there are plans in the works, no plans at all, it will be added this year, and just today no information.

I am getting very very upset that a national company won't carry a free channel and will carry channels that are foreign channels. I have looked at other cities that have comcast and some of them have it. Why won't comcast add it to the lineup of channels in the state of maryland which has a nasa center is anyone's guess.

Also, alot of the time I get a tiling screen or the picture freezes along with audio or the audio won't be there. Also, comcast doesn't have the HD channels as they claim to have. By my count, not including the local channels, there is 32 HD channels, not near the number they say they do. I have had better experience with Satellite in terms of cost, quality of customer service, variety of channels, basically EVERYTHING! I laugh at Comcast!

Christopher of Berkeley, CA June 10, 2009

Starting in March 2009, a "one-time charge" of 40 showed up on our Comcast bill for "unreturned equipment." No other explanation was given so I called Comcast. They said it was for a modem they couldn't find which should have been picked up during a service call that had occurred one year before. This was the first time we had heard that a modem was missing and we informed them that we didn't have it and had no reason to keep it since the technician had replaced the old modem with a new one that handled phone service as well.

We also explained that it seemed odd to be notified about missing equipment a year after the technician made their visit. They agreed and told us not to pay the 40 and that they would take care of it on their end. Every month since the charge has continued to show up on my bill. Every month I call and again they tell me they're sending the "forms" to get it removed.

This has been going on for three months now and I feel they're stonewalling me to get me to pay the fee. If they come back and say they still can't find the equipment I'm not sure what recourse I have. What particularly bothers me about this incident is that the charge showed up without explanation and a year after the supposed incident occurred. I'm sure many customers just pay the fee.

When I asked about the bill one of the telephone representatives acknowledged, "Oh yeah, we add that so people will call in." Really? Is this a best practice?

Cindy of Murfreesboro, TN June 9, 2009

I had the triple play service, phone internet, TV. I had trouble from day one when I paid 90.00 to have service connected. Two televisions did not even have the wire needed to hook to the cable. Three outlets were either missing or not screwed in. The cable was laying on the ground in front of my house. To this day I have a cable with two splitters running across my front porch. Comcast told me to be careful that it wasn't kicked.

I had to contact Comcast seven times in under one year because service went out. I was told by a supervisor that they would refund the days I was unable to use the phone and other services. She also told me they would fix the installation. None of this ever happened. In fact, because it was a holiday weekend my daughter who had just gotten home with a newborn baby the day before was home alone with no phone or transportation. This supervisor had been informed of this but insisted I would have to wait several days to get the phone working.

I have now canceled the phone service. The next problem I have will go to the authorities of my city as I have documented it all. I have had cable with several companies of many years with no problems. Comcast has the worst installation, equipment and by far the worst customer service of ANY company I have ever dealt with.

Aravinda of Columbia, MD June 8, 2009

I cancelled my Comcast service on 1/26/2009 by returning the equipment to Comcast office here and was told by the lady at the office that the service was officially cancelled as of that date. However, I kept getting bills from Comcast for the next two months. A telephone call revealed that the billing department was unaware of the service being cancelled!

Any way, the customet service representative assured me that the account will be updated to reflect the cancellation and the credit in my account (90 something) will be refunded shortly. Evern after several months waiting and three calls to Comcast, no refund showed up. Finally, on May 24th, I filled oiut a complaint on their website, supposedly to be looked into by one Rick Germano, their VP for Customer Relations. Next day, I received a telephone call from Comcast as a follow-up to my e-mail complaint, and I was assured by the man that the refund check will be mailed out most definitely by the end of the month.

Guess what, there is no check as of today. This is what one gets for paying everyone of their bills on time and being a good customer for six years! What an ungrateful company. I am glad I switched over to FIOS. Anyway, I have also filed a complaint with the Maryland Attorney general's office.

Dan of Bartlett, TN June 8, 2009

I have had nothing but problems since Comcast took over the cable company in my area. They are always down and service is next to garbage! Bring back Road Runner....There was NEVER a problem with them and the prices were much better

John of Acworth, GA June 7, 2009

Comcast is forcing us to add cable boxes to all the TVs in our house. Currently our channels go to #78. In a few months basic cable will be limited to channel 27 and below. What a rip off! We have TVs in our kid's rooms where they watch shows on channels 62, 63 and 64. Now my options are 1) throw away the TVs or 2) pay something like 11 a month for each additional TV (cable box rental plus "outlet fee"). I will switch to AT&T as soon as they get the fiber cables run so I can get TV at my house.

Gunjan of Edina, MN June 6, 2009

I called Comcast to to see why one of my cable boxes was not powering-on. I was told that it has probably "fried" and they would send out a technician with a new box at no service charge to me. Since the technician was anyway coming out to my place, I requested that they send a HD box as a replacement and not the basic box. Apparently that is not possible, unless I agree to pay a fee of 15+. However, I could go to the Comcast Service Center and pick it and not have to pay the 15+. I asked why...apparently the 15+ covers the gas etc. that would be incurred by Comcast. That does not make sense. They had already agreed to come out to my place (which would have cost them gas money), so what was the big deal about coming out with a HD box instead of a basic box. They just would not do it. They kept insisting that I should for the change of the box if they would bring it out. Finally, I just got fed up with them and told them to send the basic box itself - their loss - they would not be making the extra on the HD service every month, in front of which the 15+ is nothing.

Gordon of Plymouth, MI June 6, 2009

Comcast told everybody that we do not have to worry about the change in digital TV mandated by the Gov. NO we receive a letter saying all tv's need a cable box to receive comcast tv.THis is their box not the converter. Why do they tell us one thing and change in the future.

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