Comcast High-Speed InternetPricing Issues

Consumer Complaints & Reviews

arna of #232b, IL on Feb. 10, 2012

Satisfaction Rating: 1/5

Below is a copy of an email that I sent to Gregory, sales at Comcast Business, and I am still waiting to hear back from him.

"Hello Gregory,

I have reviewed the attached document, but did not agree to pay the $199 installation fee to have internet installed at our business. During our telephone conversation this morning, I clearly asked you what where all of the charges that we would be responsible for our business internet, and you replied $66.95/month which includes internet and modem fee plus a few dollars for tax. There was no mention of the $199 installation fee, and I am requesting that you waive that fee; otherwise, we will cancel the installation.

I did some research this morning and found that this it is common business practice for Comcast not mention the installation fee and wait until the customer receives their first bill to discover that they've been defrauded. Shame on Comcast!"

Lisa of South San Francisco, CA on Jan. 10, 2012

Satisfaction Rating: 1/5

Back in August 2011, I was offered a 6-month package by Jessica **** at Comcast. I was already paying $78.08 a month for internet and basic cable. When I spoke to Jessica, she offered me a plan that would include a lot more stations plus Cinemax and HBO plus a faster internet speed. The cost would be only a dollar or so more. Fine, I want it. It will not cost me $99.99 a month. She would be giving me a credit of $20.00 a month for six months which would bring the total amount to $79.99 but I would be getting more TV and faster internet at 12 MB. I am disabled and have been out of work for a very long time. This sounds wonderful, I was so happy. After six months, it would go back to the $99.99 a month.

Well, I have emailed her several times trying to get the correction fixed because I am still being billed wrongly. She has in response and said that she has emailed her supervisor for the codes but with no response. Since then, I have nothing but billing problems, email and internet connection problems. Every one says they cannot change the price so I have kept emailing Jessica. After three months now, I am being charged for Cinemax until now. They say that they are crediting it and the service calls to fix the internet and still it has not been done. I cannot believe how much time I have had to put into this. Furthermore, they will credit one and not the other when I have called on the same day. This has to be wrong that they can continue to keep my money and say that next month, it will show up as a credit and so on and on. What do I do?

Patrick of Beaverton, OR on Aug. 15, 2011

Satisfaction Rating: 1/5

I'm a new Comcast customer and I signed up on March 25 for a bundle deal where I would get a $100 rebate in the form of a prepaid master card (I think). It's been so long I can't remember.

According to the agreement, the rebate should have been issued in mid-July. Well, here it is mid-August and I have heard nothing from Comcast. I have however called them several times. One call was a promise for a manager to get back to me in 2 days. Well, I can assure you that never happened, no one called.

So, I placed another call. This time I got an account representative named Joe who informed me I need to wait another 4 to 6 weeks. I mentioned the agreement that I remembered where I have already served the appropriate time period. And he just repeated to me, "You will have to wait and that's the way these things are handled", (in a smug tone).

I asked for the call to be escalated and was transferred to another manager (I guess) named Greg. If I had to say anything about Greg it would be "he should not be in the customer service area". He seemed more annoyed by my issue than sincere. All of this was playing out while I was watching a Comcast commercial referencing their customer promise guarantee.

Well I did get another promise from Greg (after 20 minutes of arguing), where I could call him back (dare him call me?) if I did not get the promised rebate in another week. This time period has come and gone again and there is no direct contact from Comcast. The phone number he gave me was a general voicemail account. I doubt I will hear from him again.

There seems to be a lack of accountability in this (and many other) organization(s). There doesn't seem to be any more of the management that champions issues. I would not recommend this company as they lack respect for their customers. I'm not saying this just because they seem to have ripped me off for $100. Not at all. It's the customer service I'm referencing.

There are many more details I simply didn't explain here that indicate this. I'm also sure that somewhere up the management chain there is indeed someone that truly cares about my $130 per month that I pay (on time) each month. However, in this case it's not Joe or Greg.

Ash of Middleton, MA on June 1, 2004

My story is like many others, VERY FRUSTRATING. I just recently found out that I'm paying $57 for high speed internet. I always thought I was paying $42. First of all why does comcast have such a high price for their internet? Big deal - $15 off is you have cable TV and internet? I asked the rep why is it that the price is $57 if I don't have cable TV, his answer was the most ridiculour thing I ever heard: "Because we just doubled our speed to 3mb download." DUH. I was still paying the same prior to the upgrade and other companies like Earthlink charge $45 flat, no hidden cost.
Comcast is a major disappointment. Not to mention 20 minutes wait just to talk to someone. On the cable TV side, my goodness don't even get me started. First if you want one channel from a different package, you MUST upgrade to this package. I mean in England we used to have cable services too for much cheaper and you could actually add one channel from another package for $2.75/month.
Doing a research, I found out I could get a satellite dish (not trying to advertise for them) with the same number of channel PLUS the ability to add one channel from a different package for only $2 for the price of $32/month and I can get verizon DSL for $29.99/month; totalling $62/month. That's a saving of $40/month. And don't let Comcast fool you about their recent upgrade of 3MB download; even DSL has that. In the years to come, comcast will definitely lose more customers if they continue to prove: poor customer service, increased rates and do nothing to give better rates.

Honestly I'm switching to dish and DSL with a $40. Thats a nice saving is you ask me. One last thng I forgot to mention, despite 2 tech visit my lower channels are still fuzzy (despit new wiring and numerous checks to the line).

Andrew of Sunnyvale, CA on March 3, 2003

After Comcast took over AT&T; Broadband, they have raised prices and reduced services. We were told when we signed up for cable modem service that Basic Cable was included. Now, Comcast has installed filters to prevent this. And they have raised their rates by $15 per month. Curiously, Comcast offers a $15 discount for existing (paying) Cable TV subscribers.
We decided to drop Cable Modem service, and pay for just the Basic Cable TV. We looked at Comcast's web site to determine the channel lineup for our Zip Code (94087). The statement at the top of the lineup leads one to believe that the listed channels are part of Basic Cable, but "some services" are extra. Those services are not clearly marked as such.
We were told by the first order representative on the phone that the charge for basic cable was $19.99 per month. When we called to confirm the order two weeks later, the representative said that basic cable was $13.99 per month, and did not include all the channels. Expanded Basic cable, for $38.00 per month did. She said that our order was submitted for "Digital" cable, which is not what we wanted. Comcast has: - Changed services without warning - Provided misleading information on their web site - Lied to customers on the phone during orders, and unless confirmed and checked, plans to charge customers more that that to which they agree.

We want to make others aware that Comcast is using poor communication and misleading information to their customers, and prima facia intend to charge cusomters more than agreed.

Howard of Fremont, CA on Feb. 24, 2003

In early Feburary, Comcast marketing called me and said they are going to increase my current cable modem internet service to $56 if I don't get cable TV from them. I say ok, I will do so to make everybody happy. On 2/15/2003 8:30am PST, Comcast technician installed the cable TV, and it only work for hours. And the internet service start acting up on me, sporadically, from 2/16/2003 to 2/18/2003. This 2 days, the internet is always up and down, no ip addresses, no DHCP server, or simply no cable service. On 2/19/2003, it finally completely out, and I called the comast support line, and they said they will give me a service number, and some one locally will call me shortly, but of course they never did, and I wait and wait, call every day since then.
They said I have to wait until 2/26/2003 to get someone to fix it, and also I may be responsible for the service charge. I said this is totally ridiculous and unreasonable. And on Sunday, 2/23/2003, I finally call them and cancel the internet service, and on 2/24/2003 I have to call a separate number for my local cable service, and I request a cancel service and a refund of my installation and service charge of $35.97 because they never give me a good cable TV service + messed up my original internet cable modem. I talked to one supervisor named Amy and she is so firm that I did not call them earlier, that I said I called them on the Broadband internet cable modem side, and I dont care know about the cable TV is a separate thing.

I am so dissatisfied with the service and how they manage my phone call complaints and how they don't value a customer that have been with AT&T; for so many years.