ComCast misadventures. Long RANT!!!!

[andrews_dad]

ComCast lack of customer service strikes again. A few weeks ago I turn on the TV and a few dozen channels that I’ve always gotten are no longer available, such as the stations that just play music (is it called Music Choice or something). We like to pop on toddler tunes to play in the background as we play. Anyhow, I call customer service and, of course, am on hold for a good 12-15 minutes before a person picks up. 20 minutes more on the phone with the guy as he types away, changes settings in the computer on his end, has me unplugging and re-plugging boxes, etc. Nothing works and he says it must be something he can’t fix on his end. We arrange for a technician to come to the house. So, a few days later I have re-arranged my schedule and the kid’s schedule to wait on the cable guy. The phone rings. It is the technician calling from his truck. He says, “I just read what they are sending me out for. That ain’t something I can do from the box. That needs fixing at the computers. Let me call it in.” Sure enough, 20 minutes later the channels re-appear and no person ever came to the house. I was happy, but semi-steamed that I had gone extra days without the channels and re-arranged my schedule to wait on a cable guy that never needed to come.

Fast forward .. my next bill comes. It seems the way that they have “fixed” my channels was to charge me for an extra box. Yes, a box I don’t own. It seems that they just coded in my problem as a new order and now I was double-charged. So, I call in. On hold yet again. Finally get a human who does not believe me. “It says right here in the computer that you have 3 boxes in the house, sir.” Well, good man, I have TWO boxes in the home no matter what that computer says. He finally believes my story and takes off the double charge. While I am on the phone I cancel a sports package ($5 per month) and ask if I can downgrade to only one box (trying to save $$). I also ask if there are any promos to cut my bill, and of course they offer up a bunch of package deals & movie stations that would only RAISE my bill. Anyhow, they say they can’t stop charging me for the second box until I return it to a Comcast storefront. They, of course, are only open while I am at work. I ask if my closest one would be open MLK Jr day since I have off that day. I am put on hold for 6 minutes (my phone has a timer) as the CS person checks. “The computer says they are open, and I called and doubled-checked with the store. They will be open 9:30-4 on Monday,” I am told. You know how this ends, don’t you? An hour and 15 minute round-trip with my infant in the car seat on MLK Jr day. Street parking downtown. Lug a cable box and a baby a block in the snow and cold … just to find a hand-written sign on the door that says "Closed for MLK day".

Annoyed now, I call and get put on hold again. Finally get a CS rep and tell my sob story that you just read above. The guy on the phone apologizes, offers me a one-time $10 credit on my account for my trouble. I say that I feel that is not enough, as the gas alone was more than that. That is all he is authorized to do, I am told. So, I ask to speak with a supervisor who can do more. I am told I can’t have one to speak with at the time, but he’ll put in the computer for one to call me back. They did send a technician to get the box so I did not have to drive back out, which was nice. He said he would apply the $10 in the meantime.

It gets better. The supervisor calls ... four days later. She speaks very choppy English. She tells me that the $10 credit the guy applied is NOT approved. i will not get that $10 and I will not get any more. She says this is because I’ve already received $50 in recent credits. Um, no... I explain the “credits” she is seeing on the bill are from THEIR billing errors of overcharging me for a box I never owned plus the downgrade I made. She clearly cannot understand me and keeps chirping about the $50 in credits plus my monthly bill has already dropped $30 a month (that was from the box I returned and the $5 sports package I canceled, not a ComCast promo or anything). I get NOWHERE with her.

So, here I sit. I can’t have any dishes outside of the home so I am stuck with cable or nada. I don’t get much via rabbit ears (plus I need my ESPN). I loathe sending them my money every month. I don’t know who to complain to next at ComCast….

Advice is welcome…..

 

[Grandmax3]

just wanted to say sorry that happened to you. We had them and as soon as Verizon was available we took it . there service can be not great but is wonderful over Comcast. We had nothing but problems

 

[mgroshans]

can you try going to your local office again and talk to someone in person? our local office is open on saturdays until noon and 1 day during the week until 6:00. call back again and ask for another supervisor.
good luck!!

 

[WeLuvTink!]

File a formal cable complaint with your local franchising authority. That is the City, Village, or County that you live in. I take cable complaints for an IL city and the "City" forwards a formal complaint to Comcast, they make it up to the customer and file a nice "issue resolved" report with the City within 24 hours.

 

[Maddle]

YES! the pp's suggestion to contact the franchise authority is spot on! and make sure you get names and extension numbers and a case number if they have such a thing. (and while you are on the phone with them, ask when they are going to have some providers so there will be competition in the city/town/county?)

Maddle

 

[iluvdisney]

It sure does stink when you don't have alternative cable companies to go to - my sister is stuck with Comcast too because there is no other in their area right now - we have Comcast right now only because we got somewhat of a good deal from them - it's terrible how we can all be held by companies for their lack of services.

 

[bumbershoot]

OP, where do you live?

If you're in the pacific NW, keep calling. It took DH 3 months to get a credit situation totally correct, but it finally got done.

If you're not...well...other areas aren't know for their good comcast customer service.


I don't think it matters if you don't currently have a dish, by the way...for satellite you either buy or rent them, as far as I remember. Might as well call the satellite company and check it out!

 

[pixiewings71]

Well we are stuck with Comcast too, because they are the only company that offers high speed internet at our house....and yes, I've checked with EVERYone. Travis AFB is 5 minutes from my house, they get Verizon Fios, we do not, AT&T Uverse is available a few blocks over but not here.....we could cancel the Comcast cable but that wouldn't do much as we want the high speed internet for our wireless connections. So, we are stuck too. I feel your pain, DBF HATES to call them for ANYthing, their CS sucks. I suggest calling BACK and talking to someone else, a different supervisor who might understand.....

 

[2infinityandbeyond]

Advice is welcome…..

Cancel and get DirecTV. I had similar problems with Comcast about six years ago. They no showed twice in one week. After the second no show, I cancelled and had DirecTV installed a few days later.

 

[dd50]

I feel your pain. Comcast is horrible at best. We still have them because where I live you can get the dish but from what people say that have it that it always goes out because of the trees or a light rain.

I don't have my internet with them because it seems that the cable always goes out now as they are improving it and then I wouldn't be able to get on the internet.

They have been raising prices and taking away channels.

 

[jgates]

If you have DirecTV & it is aimed right you virtually never have a black-out. We have had it since the first year it came out. In the winter if the dish is covered with snow we lose it - but I go with the broom & brush it off. In the summer right around time of ?? summer solstice?? we may have a bit of crackling. Otherwise it takes a good heavy Wisconsin rainstorm to block the signal. (And we do sometimes get those). But a normal rain if it is aimed right will not cause a problem. I bet last year we maybe lost 6 hours total???

 

[deerhart]

Well we are stuck with Comcast too, because they are the only company that offers high speed internet at our house....and yes, I've checked with EVERYone. Travis AFB is 5 minutes from my house, they get Verizon Fios, we do not, AT&T Uverse is available a few blocks over but not here.....we could cancel the Comcast cable but that wouldn't do much as we want the high speed internet for our wireless connections. So, we are stuck too. I feel your pain, DBF HATES to call them for ANYthing, their CS sucks. I suggest calling BACK and talking to someone else, a different supervisor who might understand.....

We have our high speed through cable and DirecTv for our TV.

I dumped charter tv (our version of Comcast) when they refused to supply the big ten network in our area.

So I bet if you cancel your cable and keep your high speed they will leave it.

 

[sweetp267]

andrews dad

I had a similar problem when I initially had them install. I was promised all kinds of deals from a door to door salesman and I too was getting the run around. I finally got it resolved though and now I have no complaints.

What I did was I went to the forums on comcast.net and while I can't remember exactly which topic I was in, I found that there is a Comcast employee that monitors the boards and resolves customer complaints. When I found the right person, I sent him a personal email and it was much longer than your rant that you posted. I sent this late on a Saturday night and while I was out on Sunday I received a phone call from what I can tell a higher up customer service rep or supervisor or even higher. She told me that what I went through was unacceptable and that she will adjust my bill and honor all of the discounts that the salesman promised.

After I thought all the crap was cleared up there was a couple of charges that were still there that should have been corrected. I called the lady again and she was very apologetic and assured me that it would be taken care of. Sure enough the next bill everything was reversed. Or so I thought. There was one charge that would not go away. Let me explain. I told the salesman that I owned my Directv equipment and that I don't pay rental fees for the boxes. I said if you want my business you will not charge me for rental fees. He said no problem. That was the charge that would not go away. After I called my new freind at Comcast she said that she would have to manually credit my bill every month. She then gave me her email address and said to send her one every month my bill arrives and she will make the change.

I have had cable since April 09 and have had no major complaints. There have been some minor things but they were fixed quickly. If you follow what I did on the forums and still have no luck. PM me and I will give you contact info for the rep that helps me and maybe she could help you too

Good luck

Jon

 

[andrews_dad]

Cancel and get DirecTV. I had similar problems with Comcast about six years ago. They no showed twice in one week. After the second no show, I cancelled and had DirecTV installed a few days later.

I can't have any external dish. I WISH I could do one of those dish or directTV deals. But for me it is cable or rabbit ears (in house only, nothing on roof). No other cable companies other than Comcast service my area. Probably one of the big reasons they are so bad. They know there is no other cable company to compete with.

 

[Swimalie]

I can totally relate. I'm so sorry you had to go through this. Please contact your local franchise authority. They owe you a credit!!

On MLK Jr day they showed up to move our box 12 inches back from the curb (State is taking over our road and required this). They knocked on the door AFTER they started digging on our private property. We were told 20 min disruption and it would be all fixed by the end of the day. We had plans and left for 6 hours. Came home to a big hole in our yard. I was on the phone immediately and within 20 min had someone out here and a $20 credit. They moved the cable but never fully put the box back on so anyone can no lift the box and cut our cable. The snow is getting in there, etc. Int eh mean time, some of our channels went. I called and a tech came out. I do not smoke and can't stand the smell of smoke. The tech wreaked of smoke so badly that I had to open the windows when it was 40 degrees outside! Turns out they changed my package and wanted to charge me $16 for more channels. No thanks! Oddly enough, after the tech left the channels came back. Now to see if the bill shows the $16. I will not pay for them since I said no that day.

Comcast is the only non-dial-up internet provider in the area here and they know it. They treat us that way, too. Verizon is putting in lines now, though. Competition is coming and it will be sweet revenge

 

[ICF]

I can't have any external dish. I WISH I could do one of those dish or directTV deals. But for me it is cable or rabbit ears (in house only, nothing on roof).

I asked in the other thread you posted in last night, but where do you live that you can't have an external dish? It was my understanding that there arent restrictions on "normal" size dishes, even in an apartment complex.

 

[Zookeeperof4]

Well we had DirectTv...let me tell you My sob story

In 2008 my youngest daughter passed away very unexpectedly. She was special needs and while we knew she was sick we did not expect her to pass so quickly. That week we had bills due.....the last thing I was honestly thinking about was paying bills as I was planning a funeral for a two year old, making travel arrangements for out of town family ect. Two days after she was buried my other kids were watching TV when it goes black. I call DirectTv and talk to a customer service worker. I ask why my service is shut off when I am not even yet a full week late and that in the 5 years they had been our provider that they have never once gotten a payment late. I explain that I had the money to pay it and could pay it now but that my child had just passed away and the last thing I had wanted to do was be out paying bills. The cust service guy says "well everyone has HARDSHIPS and that is no reason to pay your bill late."
HUH?????
I said "since when is burying a child a HARDSHIP? Thats a TRAGEDY." So he goes onto say that he can not turn us on til its paid in full.

Now I am a little ticked off at his reply to me. I still do not see losing any family member as being a hardship, I was still in shock at losing her and didnt want to fight so I went and paid the due bill.
Come home and its still not on. So I call back. I explain the whole mess to a cust service rep who tells me well you have to pay another 135$ the cost for the next month . They tried to tell me the new policy is that if you are shut off you have to pay your past due ammount plus the next current ammount. I said to them well why should I pay the next due ammount when its not even due for another 27 days? At this point I am annoyed and yelling...so I say I wanna talk to the supervisor.
Well the supervisor was as useless as everyone else. So I said are you telling me if I dont pay the next month in full then I cant have service? They said yes. So I said Fine keep it off I will go with the local cable company.

And I did. The next week we had our TV back on and were just fine. I thought it was over with. Never got a bill from them and to my understanding I owed nothing anyway as I had just paid them my due balance.
Fast forward to this week..two years later. I open a bill. They sent me to collections for 135$..the ammount of the NEXT months bill. The next month that we never even had.

I hate Direct TV....I hope someone who works there is reading this...cause you are getting sqwat from me. I am still dealing with my grief over my HARDSHIP....

 

[Ciciwoowoo]

I have all the sympathy in the world for you...we just went through heck with stupid Comcast too! We noticed a bunch of channels we paid for were missing so called. They did the reset thing too but it didn't work, so sent out a tech. Tech # 1 showed up, replaced our DVR box and left. Well, DVR stopped working but we did get the channels we were missing. So we call and complain. They reset the box several times and tell me I need a tech again. Tech #1 left his supervisor's # so I called him to schedule another visit. Supervisor tells me I am not entitled to a DVR with my package and that is why it doesn't work! I pay $15 or so a month for that stinking DVR!!!

Finally I call Comcast and talk to someone who says yes I pay for it and yes I should get it. So Tech #2 is scheduled. Meanwhile, this has been going on for 11 days now! Tech #2 shows up, is here for all of 2 minutes. He tells us Tech #1 dropped off a regular digital box, not a DVR. These look exactly the same with the exception of the model #.

I called and complained and got a $15 credit for lack of service. Big deal!

We don't have any competition in our area with the exception of DirecTV. I've heard its not very good for internet, so we are stuck with our crappy Comcast. I think there is a special circle in hell for Comcast people!!!

 

[pixiewings71]

We have our high speed through cable and DirecTv for our TV.

I dumped charter tv (our version of Comcast) when they refused to supply the big ten network in our area.

So I bet if you cancel your cable and keep your high speed they will leave it.

Well of course we can cancel the cable and keep the high speed, but it would cost us MORE if we did that then just leaving our service the way it is! LOL Trust me, we called, we used a whole Saturday calling everyone about this. It came out to $10-20 a month more to break it up so we just left it as is. Of course now in our area they are offering the triple play for $99 a month, unfortunately the only way to get the promo deal is to have DBF cancel the service and have me sign up under my name as a new customer......

 

[andrews_dad]

I asked in the other thread you posted in last night, but where do you live that you can't have an external dish? It was my understanding that there arent restrictions on "normal" size dishes, even in an apartment complex.

Homeowners association no-no.