Customer Service

[user22]

As background - I've had down time with my internet service regularly for abt a year. About 6 months ago, Comcast sent a technician out who immediately said the cable needed replacing, before he stepped into my house. He completely reinstalled the cable from the pole to my house. This was overkill and unnecessary since the technician had to work on the actual router/modem before I got a connection..

A few days ago, I lost my internet connection while I was in the middle of an online seminar. I'm an online college professor so my internet service is crucial. I talked to a technician for about 45 minutes, unplugged and replugged the modem & router and eventually, service was restored. However, the tech set up an appt for a tech to come out the following day.

When he said he was sending someone out, I asked about charges. The technician told me that if the cable had to be replaced that I would have to pay for it because after a certain length of time, the cable becomes the customer's property!

This sounds like total BS to me. Is this true? Has anyone heard this line before from Comcast? Will a Comcast rep answer whether this is true or bunk.

By the way, the tech never did show up. In this case, I'm glad because I would probably be charged a whopping fee.

I have to mention that when the other tech replaced my cable, Comcast charged me. I disputed it and they finally removed the fee but then promptly increased my bill by $10.month.I assume they are getting their money this way...

[UHFhd]

        First Comcast needs to take $20 off account for No show for tech .

we_can_help@cable.comcast.com  <<<Try here first then your local authority .  
http://www.fcc.gov/guides/cable-television-where-file-complaints-regarding-cable-service      If local authority does not take action the FCC will . http://esupport.fcc.gov/complaints.html

[i-am-nerdburg]

The drop line to the house is Comcast's responsibility -- customers are not charged for repair or replacement. The tech did the right thing if he felt the line needed to be replaced. Once the line hits the demarcation point (the ground point or about 12 inches before the cable enters the house) the cable is the property of the homeowner. This is based on FCC rules established in the mid 1990's to foster competition.

[i-am-nerdburg]

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UHFhd wrote:

we_can_help@cable.comcast.com  <<<Try here first then your local authority .  
http://www.fcc.gov/guides/cable-television-where-file-complaints-regarding-cable-service      If local authority does not take action the FCC will . http://esupport.fcc.gov/complaints.html

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Take action on what?

[ComcastNick]

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user22 wrote:

As background - I've had down time with my internet service regularly for abt a year. About 6 months ago, Comcast sent a technician out who immediately said the cable needed replacing, before he stepped into my house. He completely reinstalled the cable from the pole to my house. This was overkill and unnecessary since the technician had to work on the actual router/modem before I got a connection..

A few days ago, I lost my internet connection while I was in the middle of an online seminar. I'm an online college professor so my internet service is crucial. I talked to a technician for about 45 minutes, unplugged and replugged the modem & router and eventually, service was restored. However, the tech set up an appt for a tech to come out the following day.

When he said he was sending someone out, I asked about charges. The technician told me that if the cable had to be replaced that I would have to pay for it because after a certain length of time, the cable becomes the customer's property!

This sounds like total BS to me. Is this true? Has anyone heard this line before from Comcast? Will a Comcast rep answer whether this is true or bunk.

By the way, the tech never did show up. In this case, I'm glad because I would probably be charged a whopping fee.

I have to mention that when the other tech replaced my cable, Comcast charged me. I disputed it and they finally removed the fee but then promptly increased my bill by $10.month.I assume they are getting their money this way...

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For any outside cables, you are not charged for their repair or replacement.

The only cables that become house property are the interior lines in the house.  We guarantee any interior lines for 30 days.

[J-Mac]

This is odd. I have had cable replaced inside my house and I have never been charged for it.  And not before the mid-ninetys. I understood at one time that if I wanted more rooms wired inside the house then if I had Comcast do it I would be charged for the work. But not replacing older cables that had been installed by Comcast.

Can anyone else chime in on this?

Thanks!

Jim

[eliza2]

Good catch, there... you are correct...at one time the cable compnay installed those interior cables and the lines were theirs...just like the phone company used to own all the inside wiring. Somewhere along the line,  inside wiring for both became homeowner property...

Don't believe a word of it though about the outside lines... unless you live in a very remote area... Comcast uses contractors to do alot of the service work, and it is very common to get crazily conflicting ridiculous stories from every rep or employee you talk to.

As someone else famously said, "I would get more consistently sensible answers from a Magic 8 Ball."