I have never encountered such a mixed up company. If Comcast wants to be our telephone company, it should be as good as our telephone company. It has a long way to go.
The techs on site have been fine. They turned us on and got the TV, Internet modem, and all of the phone outlets working. The cable's fine and so is the broadband. But the phone service doesn't work at all. It's taking more than a week to port our old phone number -- ironically, in service with Comcast for over three years -- to our new location, less than a mile from our old home. In the meantime, no one can call us on our regular phone number -- and when we call out, we are calling out on the account of our new home's former owner. It's all very unfair.
When I tried to resolve this problem via "customer service," I was transferred among four obviously virtual, obviously overseas departments -- sales, billing, moves, and technical -- not just once but at least seven times in the last 48 hours, using up two days of precious time off. Comcast owes me about $2,000 in lost income, the way I see it. Of course they won't pay up, but they could at least make changes. And the problem's still not solved.
If I had choice, I'd change. Unfortunately, Qwest, which serves this area, doesn't yet have high-enough speed broadband to meet my needs. As soon as it does, or as soon as there is 4G wireless in this neighborhood, I'm bolting. I will gladly pay a termination fee to not have to deal with this BS.
Note: all of the reps with whom I dealt, even if they were not well informed -- none of them knew about the Comcast Customer Guarantee -- were pleasant and tried to be helpful. The problem isn't theirs. It's executive management's. Comcast is one of the most profitable telecom companies in the world. Why is its customer service so broken? Not enough competition? Don't worry, Comcast, it's coming.
Comcast does regular surveys to evaluate its frontline workers. Perhaps it should do surveys regarding the Comcast executives who set it up this way and who are demonstrably incompetent to manage a modern telecommunications company.
PS A forum that censors its users' comments, as this one does, is worse than useless. It's insulting and ensures that in the future, readers will call or write directly to the FCC (1-888-225-5322 toll free, Federal Communications Commission, 445 12th Street SW, Washington, DC 20554) or to the Comcast board (http://www.comcast.com/corporate/about/pressroom/corporateoverview/boardofdirectors/boardofdirectors... Ask for Brian Roberts, Chairman of the Board and CEO.
