Complain about a product or service

Comcast Internet Service

• Bandwidth limits • Installation • Peer-to-peer networks • Pricing • Reliability • Speed • Spam blocking --- News • Comcast Blocks Subscribers From Some Services • Comcast Cuts Off Heavy Internet Users --- •Cable TV •Telephone Service

It's a brave new world, all right -- with cable companies trying to provide cable TV, Internet and telephone service. You have to be pretty brave to actually rely on any of these, as the complaints in this section indicate.

Cable companies have acquired a reputation for being prone to blunders, but for pure disaster it's hard to beat Marc's tale of woe. And Comcast Internet has developed some nasty little habits -- like blocking home networks.

Some more recent complaints ...

Joe of Melrose, MA October 28, 2009

Recently, my email account, along with all data contained therein, was deleted without any notification. This occurred on a current account with an excellent payment history. It is truly remarkable that any service provider would delete the email account of a paying customer and then refuse to restore the data. Within my account, I had ongoing correspondences with my mortgage provider, with contractors who are being paid thousands of dollars to renovate my home, with other service providers, and I had information about upcoming travel plans. Remarkable.

My understanding is this occurred basically because Comcast employees working the phone lines are not equipped to handle anything unusual, however basic. In my case, I asked for an additional service to be provided at a new address. So, I was paying Comcast twice for service at two addresses. Apparently, despite my insistence that this was not a transfer order, and despite additional instructions from the Comcast employee who performed the installation service at my home that this was not a transfer order, the new account was initiated as a transfer from my previous address. Immediately after initiating my new service, the service at my old address was terminated. When I complained, a new account apparently was started at my old address, but my email address and data were missing.

I will spare the other embarrassing details of customer service, such as the deletion of another email account of mine at the new address prior to the creation of an account that was a misspelling of my name. I won't even mention the messages left on my voice mail about "the new tenant" who wanted to move into my newly purchased house. I complained enough to get a work order to fix this problem and reactive my email account with all its data. Nothing ever happens on this work order, but when I call to inquire, I am assured that this is still an "open job". I think it will always be an "open job" where nothing happens.

Jeff of west bloomfield, MI October 13, 2009

Comcast High Speed Internet is not high speed. It takes 1 minute to load 6 mb that is .1 mps not the 20 mps that is advertised. Nobody at Comcast can help Save your money get dsl

David of Waldorf, MD October 6, 2009

On Friday, October 2nd, I contacted Comcast on the phone to inquire about upgrading my internet service from my existing speed to the 50 Mb/second service. For those that do not know this requires a cable modem that is DOCSIS 3.0 compliant. My existing cable modem is not DOCSIS 3.0 compliant, so I knew I needed a new cable modem. I am fully capable of installing equipment and getting line check information.

I asked the Comcast representative on the phone what was required, and her initial response was that my service area was not upgraded to to 50 Mb/second speeds. I informed her that it was as I knew someone in the area that had the service. She said she had to check and would call back.

Five minutes later she called back and confirmed that, indeed, the service was available. She also informed me that it would cost 99/month, it would require renting a modem from Comcast at a monthly fee, and would require a 29.95 installation charge. I told her that I didn't want to pay 29.95 for someone to come in a disconnect my existing modem and hook-up a new one as I could do that. She refused to waive the charge, and I told her that would cost Comcast 99/month of lost revenue.

Researching on Comcast's website showed that the service fee was either 9.95 or 99.95 to connect to the 50 Mb/second service. I have no idea where the 29.95 fee came from. Later on that same day I made a post on Comcast's forums detailing my phone call experience. George, from Comcast, read the message and responded immediately that he would help.

On Saturday, with George's suggestion, I had purchased the required modem and emailed George the MAC address. By Monday morning George had done a line test (remotely), I hooked up the new modem, and George provisioned it (remotely). By 10:30am on Monday I was running at the increased speeds with no installation fee.

So, it appears that Comcast does have representatives that go that extra mile to make things right. I can understand the fees for those that are not able to do the installations. However, Comcast should be able to work with their customers to get them the service they want without unnecessary fees when those customers can do without a representative coming to the house.

Dorothy of Drexel Hill, PA October 3, 2009

I have internet service but do not have the ability to access my e-mail account, this has been for over 24 hours

Cassie of Manchester Center, VT September 30, 2009

While ordering high speed internet the csr said if I ordered the triple play (phone, tv, internet) there would be no installation charge. I asked if there was a penalty for canceling early due to a move etc. She said no it was month to month. Great. I later got an email to "agree" to the term commitment..that there is a 150 charge for canceling early. Also, I got my first bill with 175 additional charges..installation,line install, new connection!

I went to their site and emailed them about this. No response. Then I chatted live with a csr who kept saying sorry you must understand if there is an installation there really are installation charges. I asked for a manager. She said she couldn't do anything. I asked who could. She replied that she would submit a credit request and look into this. I asked her when I would hear back. 48-72 hours. We'll see what happens but I have a feeling Ill have to call back. Also, invoice is confusing. Additional 175.90 to my bill

AS of Cupertino, CA August 26, 2009

I had comcast internet service last year. it was cancelled an year ago while keeping the cable connection. After that my spouse tried to get the service thru discount offer program but comcast refused to provide it. Now a year later i ordered it again thru broadbandoffers. however, when i called comcast for the cable installation, they started putting me thru one representative after another. each of them would give different information and push me to pay extra for installation for each service. some non-sense lady even started saying that they upgrade the system every month and wires have to be changed to get the signal.

in other words i have to buy extra package of wires from one of there locations. one of representative told me that she could see in the system that i had comcast cable service 9 month ago. another representative said, i had an appointment scheduled on august 15th, quite surprising because i ordered my service only on 21st of August! then at last another moron lady came with attitude and said, she can't see any order even though i gave her the confirmation number. she asked me to put a new order directly with comcast, of course at higher rate.

Looks like they have tagged my address and every time i call them they start behaving differently after i give them my address and phone number. looks like they have my details tagged for some reason and are discriminating even though i qualify all the terms and conditions to get a new connection.

Kathleen of WEYMOUTH, MA August 25, 2009

Comedy of errors is what happened. On Aug. 23, I called Comcast to ask why an extra 130(!) was on our bill. After waiting 14 minutes (!) for a customer service rep. to answer, she agreed that charges should not have been there. In the midst of our call, my phone and internet service went dead. Now, my bp's rising.

I call from my cell phone, and get a kid named Aaron, who said his employee # was 32695 on the phone. I'd asked for a supervisor and he said he was one "sort of." I told him I want a billing supervisor and he said there's no billing supervisors but that he can work with my bill. Our "conversation" was a one-sided monologue, not allowing a word in, despite two of us raising our voices for him at this point to please stop talking. It appeared on our end he was medicated. That was, until he said "I see your separate charge for the Internet" and I don't know why that's there. I said, neither do we, and that's why we're calling you. Silence.

I say, "hello?" and he says "I'm confused. What do you want me to do." Our jaws were on the floor. I reminded him it was his job to look into the charges, and find out why they were there, and to remove them. He said I can't tell if they're supposed to be there or not (!). It was absurd. When I collected my emotions a bit later, I called and got a genuine supervisor on the phone named Phil. He not only explained the error on Comcast's end, but removed the charges. But, I still had the problem of having no phone/internet. So after i was done with Phil, he transferred me to tech service. That call too got disconnected (from my cell). When I did get through, a guy named Carlos tells me I need to have a service tech. come out.

We just HAD a service tech. here 2 weeks ago to replace faulty equipment we rent from Comcast. I told him I couldn't make the appt. tonight because we weren't going to be around. He made it anyway I discovered. Worse (or better) yet, the service miraculously came back tonight. Our neighbors as well as us our FED UP with Comcast and are looking into Verizon Fios. Anyone else here make the switch? Happy?

Bob of Palmyra, NJ August 24, 2009

We moved here in June 2009 and have the Comcast tv/ internet/ telephone subscription package. Everyday since the installation we have had loss of connection to the internet and telephone. This happens at least a dozen times a day. There are moments where I can stay connceted to the internet 1 minute at max, and this happens multiple times in a row. We have had Comcast here at least 8 times here to repair the problem, and guess what, it still isn't fixed. A Comcast "repair" man was here this week and said he can't fix the problem because the problem is outside and he is only an indoor technician.

A couple days later a Comcast outdoor technician came here and said the problem is inside and he can't fix it because he is an outdoor technician. Today a line technician was suppose to repair the problem. 3 repairman in 5 days and still no resolution. This is a complete joke. If there was another cable and internet provider in the area we would subscribe with them, but we can't because Comcast is a monopoloy company. We have to have Comcast call us on our mother in laws phone because ours isn't reliable, and our home phone I use to run a business. Comcast is a discrace. Each technician that is here seems to try set a record of how fast they can get in and out without solving the problem.

I sent Comcast an angry email yesterday and the "executive" called today and said that they are upgrading it to a major problem. No shit, 2 months later it is still a problem. If you have an alternative then don't even think about subscribing with Comcast!

Bill of elk grove, CA August 20, 2009

Every afternoon, Comcast high speed internet slows to a crawl. Always problems with email. Is there anyone that knows of a better alternative?

julian of arlington, VA August 19, 2009

We are extremely frustated with Comcast and feel like they are abusing the costumer for being the only provider in the Arlington area. I scheduled an appointment for the last July 18th from 5 to 8 pm to install the service. The technician never came and I called the costumer service which was not helpful at all. They said that the technician called and did not even leave a message or anything, He did not even came to my apt. I was waiting at the lobby and NO ONE CAME FROM 4:30 TO 9:00 PM(APPT.FOR 5 TO 8:00 PM). How do I know if they really came? I left work early, I was at home at 4:30 pm.

I called customer service it was 6:30 pm, still in the window time for them to come, but they said they will not come. I canceled the installation after talking to your comcast customer??? service and finding not solutions. Then, I tried again and they told me, I needed to open a new account. Surprise, now instead of 29.99, I would have to pay 59.99!!! Way to go, after waiting for more than 3 hours (it was already around 8:30 pm) I got higher prices for the same service. I decided to try something else, but again they are the only provider.

Then, last week August 14th/09 I tried again. I found the same price as before 29.99 special and the sale person put on hold for several minutes:(, but she apologized and gave a really good deal for my area. She said that the technician will come today (08/19/09) between 8 and 11 am. It is 9:00 am and we called before 9:00 am, the customer service agent told us that there is not appointment scheduled for today!!! My wife took the day off for this today. She is really frustrated that she has to loose one day of work and then Comcast only answer is: Man there is nothing we can do. You need to reschedule. I don't know too much about Comcast business, but I don't think they are doing that great to treat people like this. It is abusive, unfair and unrespectful.

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