Customer Service

[narf75]

Wonder if this is true on the West coast as well/actually NW/in Oregon.  I have a super great deal

with $$ back if i switch to Dish.  anyone had good experiences with Dish that they can brag about?

thanks

[Temblor]

I researcdhed the various services extensively before switching to DirecTV about 6 month ago.  As I recall, Dish ranks very low in all the consumer surveys.

[narf75]

Thanks a million for your input.  it is appreciated and interesting to get feedback!

[cougarwind43]

Your not the only one that comcast has been or is doing their old time customers wrong. I been with them for several years and can't get the special package as do the new customers. Good news new customers 6 months down the road you will face this same problem. Cause then you will be an old customer. Contact Comcast about every week for some new package deal they don't have it or won't give it to us. Old customers are not important to them to keep the way I look at it.

[Temblor]

Stop complaining and do like I did - SWITCH!  I did extensive research on the options available and switched to DirecTV about 6 months ago.  Couldn't be happier.  They offer far more than Comcast, for the same or lower price, and their customer service couldn't be better - they are top rated in all the consumer surveys.

[programmer]

---

newbomb_turk wrote:
sorry but they dont seem to care about us longtime users

---

That is because you are already giving them money. They will start caring again if you ever decide to leave.

[programmer]

---

CL_Gilbert wrote:

Leave.  Call them and then leave.  If you can't go without Comcast for even a few months, then they are right to say no to you since you are addicted.  Its business not love.

---

If you don't understand yet that the internet has become a necessary utility in the modern world then you are just outright ignorant. Since it is a utility and comcast has successfully created a monopoly in most areas people have to deal with bad businesses because they need that necessary utility.

The ironic thing is if they left, that is when comcast would start caring because for them its not about being a good business its about being a profitable business. So they only care when you stop giving them money, I bet comcast would call back sooner then the customer would.They are addicted, to your money.

[programmer]

---

JustSoDisgusted wrote:

Since when is Cable service a "Utility?"

---

TV is not a utility but are you really ignorant enough to not understand that internet has become a necessary utility? It would be pretty hard for your children to complete assignments in their classes without the internet, find a job, etc.

So internet is a utility and unfortunately comcast has been able to secure a monopoly in some areas. So people are forced to use their service because there is no alternative.

[Queen-Evie]

---

programmer wrote:

---

JustSoDisgusted wrote:

TV is not a utility but are you really ignorant enough to not understand that internet has become a necessary utility? It would be pretty hard for your children to complete assignments in their classes without the internet, find a job, etc.

So internet is a utility and unfortunately comcast has been able to secure a monopoly in some areas. So people are forced to use their service because there is no alternative.

---

No it would not. be hard. I grew up in the days before internet. It wasn't hard to do school work or apply for a job or chat with my friends. My children did not have internet-I finally got it when my daughter was a in high school. I and they did just fine without it.

No internet? Go to the library, get the books needed for project research.

Had to write a paper? Very easy to do with a pen and paper.

Wanted a job? Go to places, get applications.

Chat with friends? Call them on the phone.

If the internet disappeared, one would still be able to do the things they need/want to do.

[Bill42]

Queen, you do not have to advertise you went to Auburn, it's obvious!! Roll Tide!!

[dav332]

i have to so agree  COMCAST IS UNFAIR AND THEY LOVE OVERBILLING PEOPLE MAYBE THAT IS WHY PEOPLE ARE BECOMING FED UP AND SUING COMCAST BECAUSE THEIR CUSTOMER SERVICE REPS TAKE MONEY IT HAS HAPPENED HERE IN BRIDGETON, NJ AND COCAST ACTS LIKE IT IS NORMAL.

[wapo]

I have found they are allways offering deals for current customers also check this link

https://www.comcast.com/shop/buyflow2/productsexisting.cspx?SourcePage=Bundled&&Inflow=1

there are even better deals available if you do a contracted deal for 1 to 2 years

[Temblor]

Direct TV is a far better deal, and their customer service is superb.

Consumer Reports rates DirectTV customer service as the best, and Comcast next to the worst, only above Dish.

I switched from Comcast to DirecTV and love it.  And the problem with the signal being disrupted during heavy rain has been solved.  NO interruptions.

[Temblor]

I use DirecTV for TV and it's wonderful.  Unfortunately, Comcast is the only one that provides wired internet service in my area so I am forced to stick with them and their lousy service.  Tried AT&T DSL, it sucks.  All the ratings on the satellite internet providers say they suck.  So it's Comcast, unfortunately.  Service interruptions are so frequent we had to buy MiFi service.  Call in to customer service and 9 times out of 10 you get someone who hasn't a clue.  Once in a while you will find someone who can help but it's so rare as to not count.

[narf75]

thanks for the info.  doesn't help much.  we made a deal in previous year to have dvr free for 12

months and that was to carry to the following year, with an escalation of $15 in the base price.

Escalation person reneged on that offer - then seemed to understand and OK it - and three days

later changed her mind again the took that away.  i think she is suffering confusion, and maybe

should not be in that position.  they also have escalated the price for the DVR and credited back

only a portion of that, thus making it not free.  they continue to change their billings adding and

changing amounts, which was not part of our agreement.  I'm still with them, but continuing to pay

only what i was told originally would be the cost, not their escalated pricing.  may have to change

to Direct TV....but do like the ON DEMAND feature at comcast.  they do suck big time when it comes

to following their offers, and then changing their billings.  too bad that we who have been with them

for so long mean nothing to them.  i did visit the web site you provided, but that is base price only

and there would be many more items added to that, which would bring it to a higher cost than

what i am currently paying. 

[narf75]

would try Direct TV but don't like the idea of giving up the ON DEMAND feature which allows you

to view past tv shows, or ones that you don't normally get with limited channel service.

[Welcome_to_Post]

DIRECTTV also has on-demand.

[tierhere]

---

wapo wrote:

I have found they are allways offering deals for current customers also check this link

https://www.comcast.com/shop/buyflow2/productsexisting.cspx?SourcePage=Bundled&&Inflow=1

there are even better deals available if you do a contracted deal for 1 to 2 years

---

That is only for current customers who are moving (obviously they are worried you might take that oppurtunity to change providers) or upgrading. 

I was on live chat for over an hour after the second person (it was escalated- whatever that meant) told me he could help me but he just quit texting me but kept the session going.  I got a copy of the transcript sent to my email but my last few prompting lines to him wasn't included.

Completely frustrating that there is no way too downgrade or cancel online- on the phone and live chat they pressure you into more expensive bundles.  You can only uprade.

[narf75]

if you have SNIPPING TOOL on your computer, you can save your chat conversation to desktop

and get the entire conversation....may take more than one save, but that way you don't lose any

part of it if you want to refer to it later. 

at an earlier date, i was able to cancel online with someone in Complaint Dept, where i was escalated

when i had a problem.  this program will not allow me to enter the complaint department email address

so will do it with spaces and see if they delete it again.  you can delete the spaces and use the address

pdx_     consumer_         complaints          @cable.comcast               .com

[wapo]

It is not only if you are moving, they prefer to keep current customers even if you are staying put

otherwise

why in the world would the have a customer satisfaction guarantee that credits your account if they don't fix an issue 

I have utilized these offers personally

I wouldn't of posted the link without knowing what I was saying

[narf75]

i know what i am saying.  they promised one package for three years....with change only in base price.

then reneged on the deal in the second year.  i am paying what they should have charged, not what they ARE charging.  they continue to add to items, continually increasing the invoices......and so far i have

not left, but am planning to.  i called and they cannot help me get better deal IF I AM NOT A NEW CUSTOMER.  I THINK PEOPLE SHOULD HAVE THE LINK SO THEY CAN COMPLAIN!!

[tierhere]

Well I'm only stating what I experienced and was told yesterday trying that page. They said it was only for those moving or upgrading.  I tried going from my triple play package to the double play package deal with a 2 year commitment as I can no longer afford 145.00 a month. 

[lamelle193]

I HEAR YOU. We have been customers as a family since 1985. and were customers before we were married. Our cable bill went from about $170.00 per month which we were satisfied with. to over $270.00 per month in June with no warning. We do have every channel, the sports, channel, a phone line, and internet - but come on we are payinf for airwaves [and a company's expansion] here. The money Comcast makes on advertising from the fact that we are customers is not factored in  - in this thread. We are cash cows for them and YES we should be discounted for service. WE HAVE BEEN CUSTOMERS FOR OVER THIRTY YEARS GIVE US A BREAK!!!

[KBR046]

For those who commented on other providers not offering loyalty discounts, I have to disagree when it comes to Verizon which is my phone/internet service provider.  After an inquiry regarding a bundled package I had for 7-8 years, the customer service person found and enrolled me in a package offered to new customers only and then set up a $10 monthly loyalty discount not set to expire for 19 years, yes "nineteen" (beats the heck out of the six month teasers offered by Comcast).  In total, my bill was lowered over $30/month and my internet and phone services are the best available in my geo.  In comparing to Comcast's individual and bundled services, I am paying significantly less by having Verizon as my phone/internet provider and I've had no service outages. (hint, hint)

[pennier]

There is a company that gives discounts and keeps doing so it's called Dish Network and I am about to switch over. Every few minutes my service keeps going out saying poor signal and my husband is really getting tired of it.. 

[narf75]

Just an FYI ~ There was a signal running across the bottom of my screen last night that said Dish was in

negotiations with CBS regarding their service to dish which expires ? soon.....might want to check out if you are still going to get all broadcast stations with your service.

[wava]

Just because they don't give discounts does not make it unfair. If the comparison was between providers you have a point, but I believe the poster was making a comparison between Old Comcast customer and new comcast customers

[demomanMLS]

Is this what you are talking about?

http://k2radio.com/dish-network-situation-is-bigger-than-first-reported/ 

[narf75]

Could be.  i just saw this trailer running across the bottom the the screen asking us to support them.

seems that cable channels have to PAY to get the local broadcasts on their services, and so there is

an agreement or contract that runs for certain time periods and when that expires, they have to renew

and re-negotiate a new one.  according to the trailer that had not been done yet, which mean that if

they do not pay the local broadcast stations and/or come to an agreement about what they will pay, the

local broadcast station will no longer be part of their service.

does anyone know whether Direct or Dish have services offered currently without having so sign a two

year contract....or any contract for that matter?  I'm ready and working on leaving Comcast. 

they continually raise prices that WERE SUPPOSED to be good for the agreed period of time, and then threaten to disconnecct or charge late fees if you pay what your original agreement was based on.  i.e., dvr used to be free....so they changed the charges for the dvr to a greater cost, but only subtracted the lesser amount, leaving a balance due just in that one area meaning that it was NOT TOTALLY FREE.

they just continually escalate each little area in the billing, and I'm getting very tired ot their tactics.

have been with them for years, but it's definitely time for a change.  i have the bundled package and am thinking of getting the OOMA telephone service that runs off of the internet....thus eliminating phone bills.

so will be looking for reputable and reasonable internet service, as well as new TV service. The OOMA\

is available at Costco.

[guy4830]

I totally agree with the comment about unfair.Comcast would keep customers longer if promotional deals were for everyone. Also comcast does not state in commercials etc. that

deals are for new customers only. bait advertising?

Comments that follow are about the total range of comcast service.

1. local canvassing. employees in comcast uniforms and ids were so foul mouthed that I ejected them from my building.

2. visual services-quality of tv was so bad with pictures constantly pixellating or the picture just going black. Excuses ranged from its sunspots to nothing could be done.So I  just cancelled service.

3. outsourcing- I understand about outsourcing but the english is often so bad that nothing gets done or the rep just hangs up.eg. 1-18-2012 1700HRS mst. I asked for a supervisor

I was told to hold on. For the next 19 minutes at 1.5 minute intervals I was told I was being

transferred and at 1719hrson 1-18-2012 the rep broke the connnection.

4. Information-each person you talk to has differentinformation. No one has all the information needed so something can get done. Also no one has the same contract dates

and comcast reps claim longer contract dates than actually exist. I have sent email to

corporate but never  got an answer.

5. Internet- About the internet2go. After having this for almost a year COMCAST admitted they didn't really know how to classify this product for billing purposes. This was discovered when I called with a question on billing. How can comcast sell a product when they don't know how to bill for it. My 2go contract is up on 2-23-2012 I'm dropping

comcast for another provider.

As for the home internet that is the ONLY part of comcast service that is very good. The prices for service are reasonable and service is excellent.

If I were to assign comcast a letter grade it would be an F. Comcast reps do not seemto want to hear customer comments and likely have been told not to deviate from their scripts.

I am asking comcast to have a contract supervisor contact e so I can discuss dropping comcast service completely.

Is this definitive enough???

[SHOGOR]

I feel your pain.

With Suburban Cable since 1984 and they changed their name to Comcast in 2000. 27 years and just hung up the phone after 32 minutes on hold to try to get a break on my bill. I'm paying 173 plus tax a month and if I was a new customer $115 a month. I cant wait for FIOS to come in here just to dump these guys.

Mark

[CCCarole]

The Help Forums are monitored primarily by other customers like yourself, the Comcast Administrators jump in from time to time but are not monitoring all the time.  I would suggest this:

You may send an email to the We Can Help Team at:  :We_can_help@cable.comcast.com

.Please include all of the following in your email:

Service address

The full name on your account

Home phone number & an alternate number where you can be reached if possible

You Comcast Account number

A link to this Thread

A detailed description of the problems

[falana1]

I pay $180 mo. For my triple play. All movie channels top tier Internet and unlimited voice. My monthly went up to over $200. I called and spoke to customer loyalty ( 20 yrs.) I knocked my bill by $20 mo. Upgraded to anyroom
DVR. Downside there is only one main box to record. But for my hubby and I not a big deal.
Call and talk with customer loyalty. If my service goes up next year well.,,?
I have excellent service, no interruptions and I can text using my home phone if I want. Love the xfinity app.
Minor problem with the moto rng200n. Was planning on switching out but now think I will keep it.
Again talk to customer loyalty and see what they can do,
Like others say I don't get loyalty discounts with other services. I can go to direct or dish
But again excellent service and great customer service.
Good luck

[jdal]

I have to agree with you! I also will be spending the night looking for new service also,

When I signed up for this service last year I was told that I would get a visa card to offset the cost when

it went up the second year. Well no card and now I am told that ,,, that's not was told to me! Told them to listen to recorded tape. No wonder they don't send out a contract of what you sign up for, that way they don't have to keep it! I am so done with be lied too and having my money stolen. I guess it about integrity!

[KannotKinnect]

I agree 100%!!!  I HATE this company!!  My bills are so high even though I have reduced my services.  I am def going to switch.  Tired or being taken advantage of.

[JJPDX77]

Call and threaten to cancel unless you get the price you want; they will almost always honor it.  Also, if you get promotional pricing; find out from the rep before agreeing when that promotion ends.  Set a reminder on your calendar to get a hold of them before that date and again ask about whatever current promotion is running and ask to be either switched to that or .Again threaten to cancel. I've been with Comcast for nearly 15 years (ugh am I that old?) For the last 4 years, I've not paid full price for anything...but I also pay my bill each month on time, have never been interrupted and stay abreast of their deals on a regular basis.

Don't expect them to reach out to you for promotional pricing, do your job as a consumer and you shall receive.  

[awell1b]

Don't worry, long-time customers. Comcast is screwing the lives and wallets of those that are new to the biz as well!

I signed up for the so-called Triple Play "deal" back in December 2011. Along with the cool price of 99 dollars (that is, before local tax, univ. connectivity charge, modem rental, and other charges tacking it up to approx. 120 dollars), we were promised a Visa rebate card of 100 dollars. Fast forward to January 2012...no card has arrived yet. I speak with a customer service rep., who assures me that after 3 solid months of on-time payments, my card will arrive no problem. Okay, I'll give you that. I make my payments on time, so this will be no problem for me either. February comes along and still no card. I assume that perhaps they will include the rebate with the next bill, since February is within the 3 month mark. March arrives - can you guess? Still no card. I speak with a rep. again. This time, the woman that I speak with says that my profile doesn't say that I'm under any contract, so I do not qualify for the rebate card. I didn't agree with this too well, so I spoke with a rep. online, who gave me another story, which was that I was under the required 2-year contract and that I had to call another number linking me to the people who handle Visa affairs. I thanked the man and called this number the next business day. This number links me to Comcast again! The woman on the phone tells me that I have to call the Comcast rebate center, and gives me the number. Wow. Can you believe this? So finally, rather than calling the rebate center before 5 o'clock with my busy schedule, I've found a page under the Comcast Help and Support Forum. A woman named Elisa is taking information about the matter. Apparently, I'm not the only one caught up in this bait and switch situation. I emailed my info to Elisa; however, I have a vague feeling that she will not be of much help either, considering that the page was last commented on by Elisa herself in September of last year. Some update on the matter!

If only television via antenna were available still. I wouldn't care if there were only 20 or so channels...anything is better than this mess!

[awell1b]

Bravo! Someone else in my situation!

I would look for a new service, but unfortunately, my apartment only has hook ups for Comcast.

[narf75]

I agree......also tired of being taken advantage of.  I have quotes for the annual amount for

this year and they continually add charges not on the quote.  So far, I have not paid their

extra charges and plan to send backup info with myletter to them explaining paymentf 

for this year.  I believe that I will send a copy of letter to OR Attorney General, which may do no good, but think it was mentioned that if you want anyone to take action about a cable provider, contact the FCC....I plan to look into this and send copy of my letter to them as well. 

I have seen people recommend Direct TV as an alternative and they say that customer service

there is Excellent....as opposed to comcast who seems to care very little about faithful customers

who have beeen with them for years.  If anyone knows of another authority to contact about

the abuse by Comcast, please post.  Thank you! Narf75

[feblake00]

Darcy

    When I switched from Driect TV because of the same issue they all of a sudden developed a customer retention department and offered to save me fifty dollars a month and Century Link did the same thing. Big corporations only appreciate new business and have no understanding of loyalty. You need to demonstrate the same loyalty that they show you.

                                 feblake00

[narf75]

I looked up FCC online and they have a complaint form you can fill out specifically for cable companies.

Just an fyi for anyone interested in registering a complaint taking it further than just complaining

in a forum.

[mny12]

Just drop traditional PayTV entirely. You'd be surprised how much you don't actually need to watch. If there's a show you can't buy online, well it's their fault for not being with the times.

[i-am-nerdburg]

---

narf75 wrote:

I looked up FCC online and they have a complaint form you can fill out specifically for cable companies.

Just an fyi for anyone interested in registering a complaint taking it further than just complaining

in a forum.

---

Customers that have formal complaints should contact their local franchising authority. A franchising authority is the local municipal, county or other government organization that regulates certain aspects of the cable television industry at the state or local level. The name of the franchising authority may be on the front or back of your cable bill. If this information is not on your bill, contact Comcast or your local town or city hall. The FCC does not deal with these types of issues.

[narf75]

thanks for the info!

[JoshDelligatti]

i am a greeing with unfair i talked to a rep to fix a messup they had with my bill and once it was fixed thought it was all good even had my bill paid in full with a credit to the account cuz id paid a dollar over what was due and now im looking and its says i have a unpaid balance of 47 bucks that needs to be paid now and thats not right and the foreign guy i talked to didnt even try and fix the issue!!!! i am so frustrated with comcast right now  and idk what actions to take right now ughhhhh!!!!

[cedra]

I have been on web sites all day asking about a downgrade. They expect me to pay 100.09 for internet and phone, and both are not worth 50 combined. They are gettign like the government. Conglomerate so us little guys have to be forced fed stuff we don't want! Trac phone and Hughesnet are alot cheaper!

[narf75]

When you call the phone number on your bill....make the choice to cancel.

someone there is authorized to offer you 'new customer' prices.  I did that and

was offered the $99 new customer price for bundle, but by the time you add on the equipment,

fees and taxes, the total comes to slightly more than i was paying last year.

and BTW... i did ask about phone and internet only and was given a price of

$54. and come cents.  that likely did not include the fees and tax, but lots better

than over $100.  my $99 ++ is a two year contract....with price escalation second

year.  you can opt out in first 30 days with no fee by returning equipment,

or opt out later for $150 beginning and then prorated.  if i opt out at second year,

fee will be $90.  figured it was worth it rather than going through the hassle of changing

all equipment right now.

did think twice tho, on the phone and internet only and then adding satellite

for tv as a new customer.......but not ready to return all and start over right now.

my first call offered the new customer $99 ++ and i said i would think about it and asked if i could

call back and ask for same individual.  He replied that they would all offer the same

so they are authorized to offer new customer prices if you choose the option

to stop service.  Good luck! 

[intrinsic]

Yes Comcast is taking advantage of people! I'm not happy! but I can't switch compamy's because my building is under contract with them. Bills are too high, way too many commercials and the fees are just a sham!

[Kmw97]

I would simply be happy with a service that actually works and even adequate customer service would do at this point! I am so fed up! Something has to be done! As long as I've dealt with Comcast it is always more of the same. They don't care, what other options do we as costumers have? DirecTV, FIOS? They are all they same.