-
Comcast sucks
Posted on May 15th, 2008 7 commentsA few months ago, I had big problems with Comcast’s Internet service, and amazingly I did not blog about it. I’m having trouble again, so this time I’m just going to let it all out.
The old story (a few months ago):
Comcast released a new “speed tier” in my area, known as Blast. This promised speeds of 16 Mbps / 2 Mbps (up/down), which is pretty amazing. In order to use this service, your modem had to be updated with new software. The problem was, Comcast kept pushing software for the wrong modem to my cable modem. Thus, I was never updated to the new tier. It took at least a week to get it straightened out, and Comcast had nothing to do with the end result.
I had multiple phone calls with various support people, ranging from the useless Tier 1 people, all the way up to the Tier 2.5 people (you know, the ones who can actually do something). I heard many false promises, and several lies. They’d say my problem was fixed, or that it didn’t matter that the wrong firmware was being sent (gimme a break). One of the Tier 2.5 techs promised to fix the problem, and call me personally a few days later to confirm. Neither ever happened. They sent me to my local office to see if they could put the correct information into the database, but that still didn’t fix the problem.
Finally, I said, what if I just BUY the modem they’re sending the firmware for? I went to Fry’s and spent $70 on a new modem… call Comcast to activate it… and wouldn’t you know it, the firmware update went through instantly, and I got the faster speeds.
Jumping to more recent events: Yesterday, my Internet service just flat out died at 2pm. I tried the usual things, but nothing would fix it. Looking at the modem logs, it seemed that the network was not recognizing that I was a customer. I called the tech support line, and here’s what ensued:
Me: Gives Comcast way too much personal information for a tech support issue
Support guy: For some reason, your modem has been removed from our network. Sometimes, our automated systems remove modems accidentally, especially those that are purchased.
Me: Oh, great.
Support:
… 15 minutes pass while he punches in God knows what ….
Support: I’m sorry, I’m unable to add your modem to the network. The issue has been escalated to a higher tier that can assist you. This issue should be resolved in 24 hours.
Me: How do I know this same issue won’t happen again?
Support: Sorry sir, I don’t have that information.
Me: Why does it take 24 hours? Can’t you transfer me to someone who can fix it now?
Support: I’m sorry sir.
Me: I run a home business and this Internet connection is my lifeline. I need it fixed. There’s nothing you can do?
Support: I apologize for the inconvenience sir.
Me: Can someone there call me when it’s fixed?
Support: No, I’m sorry sir.
Me: This is the second problem I’ve had in the last few months. If this continues, I will cancel my account.
Support: I apologize for the inconvenience.
Me: Well, thanks for your help, I guess.
Needless to say that I am REAL pissed off at Comcast. They refuse to take ownership for their mistakes, and customers are treated at the same level as pond scum. The front line employees are completely useless, and only exist to stall you, hoping you’ll give up.
But what choice do you have? Thanks to the government’s approval of every big corporate merger, there’s no competition. I can switch to AT&T and get DSL. Yeah, AT&T’s a whole lot better. Sigh.
Update: Got home tonight and it was still not working. Called the 800 number twice. First time was told that it was fixed, but that there was a network outage. When I asked for a supervisor, I was connected back to the main menu. Second time I called, the rep hung up on me. Tried the online chat too. First time the woman was completely useless, and could barely write. Second guy escalated me to Mike in 2nd Tier support who fixed the problem in 15 minutes. THANK YOU MIKE! Now if they could only clone him about 10,000 times.7 responses to “Comcast sucks”
-
I really feel for you,Jeff. A monopoly is just that….:( Cox Communications has the whole Vegas Valley sewn up. The DSL here sucks….if you can get it. Tough going when there’s only one game in town.
-
I would like to say that I haven’t had any problems since Comcast took over here in Houston a year ago, but I won’t say that because I’m superstitious. You might find this article about Comcast trying to improve customer service interesting.
http://blogs.chron.com/techblog/archives/2008/04/followup_yes_comcast_is_following_you_on_twit.html -
comcast in chicago November 25th, 2008 at 20:33
comcast is THE WORST! at least once a month, i have no internet, cable or phone service…sometimes all 3 are out. all they do is apologize and send someone out to “fix” the problem…but is always reoccurs. my life revolves around comcast.
this happens so frequently that a supevisor finally gave me his direct line so i can avoid going through the call center to set up an appointment.
they have monopolized service in the city of chicago, and most customers do not have a choice…which makes me crazy because they always say “thank you for choosing comcast”. how can it be a choice if no one else can provide service in your area?
comcast is satan. -
I recently switched from Comcast to AT&T due to the attractive bundle pricing and outstanding customer service. It has been about three weeks since I switched, and I called comcast to find out the balance of my final bill. To no surprise after punching in the phone number where I had service, it was not in their system. Then I opted to speak to a customer service rep where the usual spiel occurred “we are experiencing unusually high call volume”. Geez, all I want to do is pay off the final bill and can’t even do that.
DOWN WITH COMCAST!! Where are the pitchforks and torches when you need ‘em?!? -
james Tex Sybesma January 26th, 2009 at 10:44
So does comcast suck? YES! short back story, 2 years ago was having a promblem with internet, HD, DVR service in my apt. called comcast and they sent out a tech. really really nice very knowledgable guy, who stated that the problem was the apts are 20+ years old and comcast is only sending in 4 lines to feed 16 apts with up to full service (i dont have phone cause it sux Vonage 4ever). anywahy tech told me he would escelate the problem and it should be fixed and to give a call in a month. 30 days go by (calander month) and i call comcast to tell them that my service still wasnt acceptable. they say that they have closed the incident because i didnt call. i ask “did you send techs out to fix the 4 to 16 problem” and i get the “what are you talking about” silence response. so frustrated i just live with the problems (my mistake) so now 2 years later and back to the future i call on Jan 10 and check my balance, NO PAYMENT DUE AT THIS TIME. today jan 26 i open my bill to find out that i owe 276 and change and their explination i didnt pay November. might not have but oh well. So i call to see if there is anything they can do for me as a loyal 8+ year subscriber to Comcastic service or i might switch to Verizon fios. Well short story “Sir you already have a better pacakge than new customers can get and we cant match the Verizon offer.” Then the rep begins to demean my descision to switch to a company that can provide more channels (guarnteed) faster internet service and a lower rate (savings of over $240 a year). The rep says i should read my contract and that often times companies tell you high interenet connection speeds to get you hooked. (funny comcast says speeds upto in all their print and advertisin) Verizon gives me guarnteed speed up and down. Comcast is happy for me as one customer who works in consumer electronics to share my horror stories with everyone who will listen, i may not tell customers to go with Verizon but i will deff tell them i had Comcast and switched as soon as Verizon got here. round about way to say run from comcast. If comcast takes my money th ey should appreciate my business, in todays economy to bend over “loyal” customers and just hike rates, decline customer service, and truly not care about the individuals who work for hourly wage just to support their domination of the industry, proposterous.(sp) So when anyone asks from now on i will be teling them i switched as soon as i could to another provider, saved money,got more channels. faster internet, and an better experience. who is the better salesman a person who tells you the real story, or the rosey lying comercials designed to suck in unsuspection consumers and syphon the hard earned moeny they use for living and entertainment. I know cable isnt a need but for me its what i do, i dont drink, i dont race cars, i watch educational programing listen to music and game, all realitively good reasons to have a good provider, so ill switch to find one if necessary. Ill post more on my events of disconnect in feb. Comcast you suck you are a horrible company, your phone reps make people feel less than human, and you truly dont care. i hope that there are anough blind people in the world so that you can suceed in bringing down entertainment and customer service to what every one knows it has to be (jk)
-
Dave Barber June 19th, 2009 at 21:01
For the last year, Comcast has been running ads on their cable TV emphasizing that their customers won’t have to buy anything to prepare for the digital conversion.
Today, two Comcast representatives came to my house explaining that I’ll have to buy a converter box to keep watching television. Mainly, though, they tried to get us to subscribe to premium channels.
When we asked the reps about all those commercials claiming that we wouldn’t have to buy anything, the reps refused to respond. Instead, they just went back into their sales pitch.
-
Jeannine October 15th, 2009 at 18:51
In the time I’m being put on hold, I’m posting this to all the ‘comcast sucks blogs.’ I can’t believe they have some guy with a ‘comcast cares’ blog. How absolutely ludicrous.
Here’s today’s complaint….
Oh my god, I can’t believe how badly they suck. I just found out after 20 minutes on the line with them, that you can’t block 800 numbers with their *60 feature. Can you imagine? And, it just tells you that you’ve entered the wrong number until you call customer service. Then, they tell you it’s their policy to not block 800 numbers. What’s the point?
P.S. I pay $180. for Comcast. A ridiculous amount to still have boxes underneath all the newly wired data ports. No way around it. Yes, they do suck.
P.P.S. I’m still on hold to wait to talk to a supervisor, its 23 minutes now.
Leave a reply
-
Charlie Young May 15th, 2008 at 19:44