Customer Service

[Johnswm50]

YESTERDAY I CAME HOME FOUND OUT I HAD NO SERVICE (TRIPLE PLAY ain't PLAYING).  I HAVE NO CELL PHONE, SO I WAS TOTALLY BLACKED OUT.  I HAD TO GO 1/2 MILE TO MY SON'S HOUSE AND USE HIS PHONE.  I CALLED COMCAST AT 5:15PM, PRESS THE NECESSARY BUTTONS TO GET TO THE DEPT FOR HOME PHONE SERVICE AND THAT DEPT HAD ME ON HOLD FROM THE 5:15PM TO 6:15PM AND NO ONE EVER PICKED UP THE PHONE.  I HUNG UP AND TRIED THROUGH THE INTERNET SERV. DEPT AND SOMEONE PICKED UP THE PHONE WITHIN 5 MINUTES.  COULDN'T GET ANY HELP THAT DAY.  SO I TRIED AGAIN THIS MORNING AND I AM HAVING THE SAME PROBLEM WITH CUSTOMER SERVICE WITH NO ONE PICKING UP THE PHONE. I STARTED CALLING COMCAST THIS MORNING AT 8AM IT IS NOW ALMOST 10AM AND CUSTOMER SERVICE IS STILL NOT ASSISTING THEIR CUSTOMER.  I AM SO MAD AT COMCAST.  I AM SERIOUSLY LOOKING INTO VERIZON, THEY ARE IN THE LAKE RIDGE AREA NOW.  CUSTOMERS,  IF VERIZON IS IN YOUR NEIGHBORHOOD LEAVE COMCAST.  COMCAST HAVE TO LEARN THAT THEY CANNOT KEEP TREATING US, THEIR CUSTOMERS, LIKE THEY ARE DOING US A FAVOR.  CHANGE TO VERIZON.

[madylarian]

I've asked the Comcast administrators to look into this situation.

mady

[sabretooth]

I hope you get this resolved, but for future reference, with this type of setup you have, it is recommended that you have a cell phone for emergency backup.

[BTK]

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Johnsw5m0 wrote:

YESTERDAY I CAME HOME FOUND OUT I HAD NO SERVICE (TRIPLE PLAY ain't PLAYING).  I HAVE NO CELL PHONE, SO I WAS TOTALLY BLACKED OUT.  I HAD TO GO 1/2 MILE TO MY SON'S HOUSE AND USE HIS PHONE.  I CALLED COMCAST AT 5:15PM, PRESS THE NECESSARY BUTTONS TO GET TO THE DEPT FOR HOME PHONE SERVICE AND THAT DEPT HAD ME ON HOLD FROM THE 5:15PM TO 6:15PM AND NO ONE EVER PICKED UP THE PHONE.  I HUNG UP AND TRIED THROUGH THE INTERNET SERV. DEPT AND SOMEONE PICKED UP THE PHONE WITHIN 5 MINUTES.  COULDN'T GET ANY HELP THAT DAY.  SO I TRIED AGAIN THIS MORNING AND I AM HAVING THE SAME PROBLEM WITH CUSTOMER SERVICE WITH NO ONE PICKING UP THE PHONE. I STARTED CALLING COMCAST THIS MORNING AT 8AM IT IS NOW ALMOST 10AM AND CUSTOMER SERVICE IS STILL NOT ASSISTING THEIR CUSTOMER.  I AM SO MAD AT COMCAST.  I AM SERIOUSLY LOOKING INTO VERIZON, THEY ARE IN THE LAKE RIDGE AREA NOW.  CUSTOMERS,  IF VERIZON IS IN YOUR NEIGHBORHOOD LEAVE COMCAST.  COMCAST HAVE TO LEARN THAT THEY CANNOT KEEP TREATING US, THEIR CUSTOMERS, LIKE THEY ARE DOING US A FAVOR.  CHANGE TO VERIZON.

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Johnsw5m0,

File a formal complaint with your city / county cable authority.

Cable franchise agreements usually contain specific requirements for time to answer, hold time, dropped calls, etc.

Comcast clearly does not care about individual complaints, but your cable authority may be able to get their attention.

[UNCLEHUTCH]

Welcome to the "KING" of very bad Customer Service.  Your problem would be the same with Verizon, no power no service.  The backup only last for about 4 hrs, and that is for phone only.  Comcast is the worst at customer service.  Why do you have to input all your information, and then hold for hours just to get a "non answer".  Wake up Comcast, service reps should be on the line within 5 minutes or so.  Rates have gone up again, so why don't you hire some people to assist customers?  Why don't you go to LOCAL customer service, not a national number?  If you really want to keep customers, CHANGE THE WAY YOU HANDLE CUSTOMER SERVICE!  I have been trying to get an answer to a question for several months, and so far, about 7 hours holding, and I do keep records of this. I would advise to go to another service as soon as you can, as Comcast is getting worse with each rate hike. 

[ComcastLarry]

Johnswm50-

I understand not having a working phone can be troublesome. After reviewing your account it seems your phone is back up. If this issue ever happens again and your not able to resolve your issue with customer support please send me a Private Message and I will look into your phone issue.

[cozy200305]

HAHA I love that response.  "If your services are out, send me a private message".  If you are having internet issues, go to www..com  HOW IS THIS POSSIBLE if your services are out?  I only comment because this is all to familiar in my area.  I had 5 outages in my first month of service.  Every time i spoke with someone, they had no idea why there was an outage the previous occurrance.  Its like there is absolutely ZERO communication between departments, and business units.  I can understand not knowing why my service is out 2 mins after i report it, but not knowing why it was out the previous week?????????  Always amazes me how little people actually are communicated too leading to completely frustrated customers. 

Probably why i was promised a 300 reward card after two billing cycles and NEVER informed about that coming 90 DAYS after my second billing.  Needless to say, if verizon were in my area, comcast would be an after thought. 

[sabretooth]

This may be after the fact but it is recommended that you have a cell phone for backup when using cable phone service.  This way you can still call for services that you need in an emergency.  I suggest you get one.