If a Comcast executive wants to know why the cable company has so many complaints, all that person needs to do is attempt to sign up for a new service and listen to how its customer service sabotages the firm.
Today I spent more than an hour attempting to get new service for our condo in Key Largo, which we rent out.
First of all, the main contact numbers for new service listed on the Internet are actually third party marketers who don’t work directly for Comcast, even though they intimate being Comcast employees.
I received three different quotes for Comcast’s triple play services (Internet, cable TV and telephone) ranging from $99 to $149 a month. One other marketer told me there were no special offers. None gave me complete and accurate information.
I even signed up for the $114 plan, which turns out to be a sham because you have to pay an extra $5 a month for a modem so you can actually use the service. So its really $119. Plus I foolishly gave my credit card number for extra tech support.
I received an email confirmation with an order number, instructing me to call another number to set up an appointment. I called the number but they had no record of my order and told me to call another number.
It turns out that because our condo association provides basic cable to all the units, I should have dealt with Comcast’s commercial unit, which is not working today, according to a recording.
The woman who suggested contacting the commercial unit turns out to be working from a Mexican call center, which she only told me after I asked her four times where specifically she worked.
The best part is that after each call you can have Comcast call you back with a recorded survey, not about Comcast itself, just about the customer service “executive” you just talked to.
So as of now Comcast has one less customer and one unhappy consumer.
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I have had several issues with my comcast service lately, and I never know who I am talking to. The first thing that makes my heart race, is the twenty automated questions, before you get to talk to someone.
Once you do get a live body, they seem like you are interrupting their lunch or something, and are never any help, but unfortunately comcast bought up every competitor there was, so it’s them or nothing.
I seem to be paying a lot of money for triple play and seem to get nothibg as far as TV stations go. Switching to ATT uverse.
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I am paying $80.17 a MONTH for BASIC cable with ONE cable box and ONE remote! I think this is really outrageous. I don’t know WHY I can’t BUY my own cable boxes for my other TVs without going through Comcast.
If the signal is ALREADY coming into my house and I just need a cable box to get more HD channels, WHAT is Comcast doing that is extra that causes me to RENT their cable box? HOW is it costing Comcast anymore money or work if I BUY my own cable box? NO ONE has ever given me a reason why!
You can purchase a TiVo cable box or any other box that is similar to TiVo. All that you would be required is a cable card and most Cable TV service providers will provide you with 1 or 2 cable cards free of charge(depends on the market you’re in). Perhaps this is something to check into for you.
Best of luck.
anon-
I’m a little confused. Can I buy a TiVo box WITHOUT subscribing to TiVo? I have no clue about cable cards or what they are or what they do or how you use them.
Do you mean I can buy something like this:
http://tinyurl.com/278xsmc
Any further help or explanation would be greatly appreciated. Thank you.
Hello George – I work for Comcast and I just wanted to extend my apologies for the poor experience. I can reach out to my local colleagues to make sure this is addressed on our end. Please feel free to contact me at the email provided below.
For those of you who are interested in my help, please feel free to contact me also.
Thanks!
Mark Casem
Comcast Corp.
National Customer Operations
We_can_help@cable.comcast.com
Bill: very unhappy with these cruddy DTA’s that do not pass through broadcast HD, picture quality, wires and convenience stinks when adding a splitter and AB switch
Betcheda: Hello Bill , Thank you for contacting Comcast Live Chat Support. My name is Betcheda. Please give me one moment to review your information.
Betcheda: It’s a pleasant day here at Comcast!
Betcheda: Hello, Bill!
Bill : hi as you can tell from my comment, I’m truly unhappy with your DTA devices
Betcheda: I am sorry to hear that from you, BIll.
Bill : when I split and use an A/B switch the signal quality really stinks
Betcheda: I understand that this could make your feel bad, and I apologize for that.
Bill : when will these cheap dta’s be replaced with ones that can output 3 lead video or pass broadcast HD
Betcheda: As I understand you would like to use a box that can support HD channels, correct?
Bill : and if not what would I need to do to downgrade from digital starter to basic and save $40 a month
Bill : i spend 115 a month on tv and internet, i do NOT want to get hosed another 8 a tv for hd
Betcheda: I understand your point, no worries.
Betcheda: No need to worry as I will certainly help you with your concern
Betcheda: To better assist you with your concern, may I have the last 4 digits of your SSN and your account number for verification please.
Bill : and I do not want a box and wires cluttering my kitchen counter
Bill : no
Bill : account yes, ss no
Betcheda: No problem. May I have the account number, your complete name and your phone number instead.
Bill : xxxxxxxxxxxxxxxxxxxx
Bill : Bill
Bill : xxxxxxxxxxxxx
Bill : not sure which number you have
Betcheda: Thank you for those information. I will be pulling up your account now. Please allow me 2-3 minutes.
Betcheda: By the way let me grab this opportunity to share that Searchlight is a new way to shop—right from your sofa. Tune to channel 888 or go to Searchlight On Demand for videos from providers of automotive, shopping, travel & leisure, health & wellness, and even real estate products. Shop for a new car or plan your next vacation right on your TV.
Betcheda: Thank your for patiently waiting. I was able to pull up your account now.
Betcheda: Bill, we have HD boxes which can support HD broadcast channels.
Betcheda: However that would cost around $15.95 per month, including the HD services fee.
Bill : you charge an extra 8 a tv for those, read my earlier comment
Betcheda: Yes, that is correct.
Bill : so what i want is my broadcast HD and whatever other channels I get with digital starter
Bill : without having a splitter and a/b switch
Bill : and a ton of wires and clutter
Betcheda: I understand, Bill. However that is the only way we can get the HD channel through our DTA box.
Betcheda: Or we need to rent an HD box to get the HD channels without those wirings.
Bill : what would be my total monthly cost for the absolutely lowest level of cable tv service and internet
Betcheda: That may be around $40-$50.00 per month. That is just an estimate price.
Bill : the dta change is not acceptable, so its either that or go to uverse, would I get local broadcast HD at that lower level of service?
Bill : my internet alone is 45 a month
Betcheda: There will be some HD channels, however they are local HD channels only.
Bill : what’s basic cable? about 22 a month? would I retain a discount on internet
Betcheda: Yes that discount would be retained.
Bill : i understand, that’s all I can get now unless I use your box that I don’t like
Betcheda: I apologize if that is how you are feeling, Bill.
Bill : so I would save about 50 a month?
Betcheda: I would certainly feel the same way as you do.
Betcheda: Yes that may be a possibility.
Bill : I can rent a lot of movies for $600 a year or do netfix online
Betcheda: Indeed. If you would like to continue downgrading the account, you need to contact our Loyalty Department and process the downgrade through phone.
Bill : I wonder of 1000s of people do this if you would issue DTA boxes with video out or local HD passthru
Bill : so to downgrade, the local comcast office in danbury could not handle that?
Betcheda: They can handle that as well. You may visit them anytime.
Bill : i might if I decide to do that… very displeased, and if you follow the blogs, I’m not alone
Bill : thanks for the information… I will decide… maybe its a good time for a new facebook page
Betcheda: I know how it feels to have this issue, Bill. Again my sincerest apologies.
Betcheda: Do you have any concern that I could help you more? I would be glad to assist you further.
Betcheda: Just a quick run down I was able to provide information about your concern. Have I resolved all your concerns today?
Betcheda: Would it be okay if you answer a quick survey after clicking the END SESSION button. I would appreciate if you take the time to answer it. Your feedback will help us to continue improving how we serve you. Thank you so much!
Betcheda: We appreciate your time chatting with us, and we assure you that we provide service that you have the right to expect.
Betcheda: If you have further inquiries in the future, please do not hesitate to contact us back and we will be glad to assist you again.
Betcheda: Here at Comcast providing excellent service is our top most priority! Have a great day!
Betcheda: You may now click the “END SESSION” button to properly close our chat.
I just had a horrible Comcast experience, and after wasting an hour in chat with them decided I have had enough. After 4.5 years of charging me 119 a month for Cable Modem and TV, they want to nickel and dime me even more to get a cable card…
“user Customer has entered room
Customer>
DTA Order Entry
analyst Marivic.33674 has entered room
Marivic.33674>
Hello Customer, Thank you for contacting Comcast Live Chat Support. My name is Marivic.33674. Please give me one moment to review your information.
Marivic.33674>
We are certainly glad to have you here in DTA Order Entry Department. I hope that you are doing well today. How may I be of service to you?
Customer>
Hi, I have a Sony Bravia TV that I need a cable card for.
Marivic.33674>
It is great that you are chatting in to order a CableCARD for your TV.
Customer>
Yes
Marivic.33674>
I would really love to further assist you with regards to your concern. However, here in DTA Order Entry Team we can only process orders for digital adapters. I will more than glad to escalate you to our Billing Department here on chat so we can find resolution and answer for you.
Marivic.33674>
Would you please verify the complete name listed on the account, complete address and phone number associated with the account?
Customer>
Customer, …
Marivic.33674>
Thank you very much, Mr. Heilemann.
Marivic.33674>
Before I transfer you, will there be anything else that I may help you with today?
Customer>
No thanks, I just need the cable card…
Marivic.33674>
Alright. Let me take note what you need so that the next representative will know what to do.
Marivic.33674>
Please wait while your information is being escalated to the next available analyst. Thank you for contacting Comcast DTA Order Entry and enjoy the rest of your day.
Customer>
Thanks
Marivic.33674>
You are very much welcome.
Marivic.33674>
Please wait, while the problem is escalated to another analyst
analyst Marivic.33674 has left room
analyst Corazon has entered room
Corazon>
Hi Customer
Customer>
Hi, I need a cable card for my Sony Bravia TV.
Corazon>
I see here that you have a concern to order a cable card for your Sony Bravia TV. I thank you for giving us the opportunity to resolve this issue and I am happy to help you with it. As your service representative today, I want you to know that your satisfaction is of my topmost priority and I assure you that we can resolve this together on this chat,Customer.
Corazon>
Customer
Customer>
Great, is it something I can install myself?
Corazon>
Here is what we need to do
Corazon>
We will make sure that we resolve your issue for today. I will need to connect you over to my partner from the Sales Team to further assist you in placing the order and to complete the resolution for you. I will transfer you to them, is that fine with you?
Customer>
Sure, thanks
Corazon>
You are most welcome.
Corazon>
Please give me 2 minutes.
analyst Jeandra has entered room
Corazon>
Please wait, while the problem is escalated to another analyst
Jeandra>
Hi. You are currently connected to the Sales Department. How are you today?
analyst Corazon has left room
Customer>
Hi, I need a cable card for my TV
Jeandra>
Thank you for the information.
Jeandra>
I’d be more than happy to assist you with that.
Jeandra>
To protect your privacy by ensuring we do not discuss account information or make changes to your account without your knowledge and consent, can you please verify the last 4 digits of your SSN together with your full account number?
Customer>
…
Customer>
Customer
Jeandra>
Thank you for the information.
Jeandra>
May I have your account number please?
Customer>
I don’t have it handy
Jeandra>
No problem. Can you please verify the phone number associated to your account, Customer?
Customer>
My address and phone number are ….
Jeandra>
Thank you for the additional information that you provided to me.
Jeandra>
May I know the number of TVs that you have?
Customer>
2
Jeandra>
Thank you for confirming that.
Jeandra>
Your first TV has a digital box, right? Now, you want a cable card for your second TV. Is this correct?
Customer>
Yes
Jeandra>
Thank you for clarifying that.
Jeandra>
Please be informed that there will be a one-time cable card install fee of $16.
Jeandra>
Would you like to proceed?
Customer>
yes
Jeandra>
Thank you for confirming that.
Jeandra>
In order to proceed with your order, I will need to get the nearest cross street for our technicians to properly locate the residence and the contact # for us to reach you 15 minutes prior to installation.
Customer>
Laurel Drive
Customer>
the contact number is …
Customer>
Wednesday next week after 2:00 PM would work
Jeandra>
Thank you for the information.
Jeandra>
Please be informed that the cable card will cost $1.50/month.
Customer>
Really why is there any extra charge???
Jeandra>
Customer, the digital box that you have now in your first TV has no additional charge.
Customer>
Yes, but we have always had 2 TV’s on the plan
Jeandra>
You can only choose a digital box or a cable card for no additional charge in ONE TV only.
Jeandra>
An additional outlet with a cable card will cost $1.50/month.
Customer>
That is not what I understood the situation to be a year ago when the conversion over to digital was happening…
Jeandra>
It is the reason why there is no additional charge for the digital box in your first TV.
Jeandra>
This package has one digital box or one cable card that has no additional charge. You can choose one between the two.
Customer>
Please waive the monthly fee
Jeandra>
If only I own Comcast, I will surely waive that for you.
Customer>
Please waive the fee, or escalate me to someone who can, or I will cancel our cable and go with dish…
Jeandra>
If only I can make my own rules, Customer.
Customer>
Please transfer me to your manager
Jeandra>
You can call 1-800-COMCAST to speak with a manager. He will tell you the same thing.
Jeandra>
Is there anything else that I may assist you with today?
Customer>
Can I cancel our cable now?
Jeandra>
Customer, cancelling of services is not something that can be done via chat. Billing details needs to be discussed prior to removing the service that you no longer need from the account. We do not recommend discussing it via chat for security purposes. I can refer you to our Customer Care Center at 1-800-266-2278 to remove your cable service successfully from the account.”
Mmm…..after reading Hammer’s “soap opera”, which you know took place OUT OF THE COUNTRY, I am more confused than ever. WHY does he get a “free” cable box? I pay for one EVERY month! Is it because he has a package of TV and internet services?
I’m calling DPUC tomorrow.
FYI- I believe that if you insist that you want to speak to someone in the USA, you can request that they switch your call!
Jason Gallo from Comcast came to our Key Largo condo today. He was a few minutes late, but he was GREAT. Took his time to do a professional job. And he is originally from Springfield, Ma. Can’t beat that. Our TV, Internet, and phone is working great.
i wrote too soon. An incorrect cable box was installed which worked intermittently I finally was able to convince Comcast to send a technician today who after seeing that I was not getting a signal told me there is no record of me having the cable box that was installed. That might explain why Comcast called me two days ago to ask about the cable box that they claimed I picked up at their store. I explained repeatedly that i don’t even know where their store is located in the Keys before they believed me that I only have one box and that was installed. Now perhaps we will have the right box installed and our cable will work more than a couple of hours at a time.
I Have Reported COMCAST CABLE COMPANY To The Better Business Bureau & So Should You!
1-202-393-8000
http://www.bbb.org
It Has Been A Total Nightmare for me since i ordered Comcast back in September! It Is Now January & I still do not have the services i originally ordered. It Took 4 service calls which means 4 days off of work just to connect my TV & Internet Triple Play. The First 2 Servicemen showed up wo any equipment to install.I ordered “Triple Play” but was told it would cost $159.00 to install Wireless Internet bc it would be considered a “Business Network”. I explained that i have a 500 sq ft Studio Apartment Not A Business. I Got so disgusted & was losing so much time from work that i said to for get about it and just give me TV & Internet. I Planned to just use my cellphone instead of landline. I Got a bill for $99.00 PLUS tons of Hidden Fees That ended up costing MORE than Triples Play even though i still had No Phone. I Told COMCASt That I Wanted the $79.99 Plan instead then. They said That plan wouldn’t give me channels above 100. THEN The ISSUE was That I Was Originally signed up for a Triple Play Package Which INCLUDED a HBO PROMO! So Voila…I Get A Bill charging me an ADDITIONAL $19.99 for HBO on my next Bill. $79.99 + $19.99= $98.99 +$5.00 Modem Rental Fee+Franchise Fee+FCC Reg Fee + Sales Tax= Ugh,
Then OMG, TWO INSTALLATION CHARGES $32.00+$17.25 for ????? =Services which were NEVER Installed…
WARNING: The BBB was prompt in answering my complaint BUT after Agreeing to a resolution with COMCAST CORPORATE COSTUMER RESOLUTION CENTER, I Notified the BBB that the Situation Had Been Resolved. OH NO! I Just Got A Bill which DID NOT HONOR That Agreement BUT ALSO a DISCONNECT NOTICE for Nonpayment…Back to Square One.
I Have Now Been Given a LOCAL BBB to Investigate & Help Resolve the Issue.
AND The Local BBB is Not a Happy Camper, You would think that it was My Fault That This Whole Thing Happened. I Would Like To Go With Another Provider BUT My Apartment Complex Has an Exclusive Contract With COMCAST ;={
QUESTION: Is There Anyone Out There who has The “COMCAST TRIPLE PLAY” who Pays $99.00 per Month?