Comcast Needed Pressure To Provide Full Credit To Simsbury Storm Victim

Comcast has been playing cute over the issue of whether it would credit customers who did not receive service as the result of the October storm that knocked out power to 800,000 of Connecticut homes.

While most other cable and telephone companies quickly understood the idea that if you don’t provide service, you can’t charge for it, Comcast still doesn’t get it.

Comcast, the largest cable provider in Connecticut with the most to lose, for days said it would only reimburse customers who still did not have cable, Internet or phone service 24 AFTER their electricity was turned back on.

After state Attorney General George Jepsen applied a little pressure, Comcast reversed its position and said it would reimburse customers for every day they did not have service as long as the customer contacted Comcast. And it then played the game of Russian history, by claiming that it was always its position, despite emails I received and published from its Connecticut spokeswoman.

I thought the issue was finally set until I received an email from Mark Connolly who told me he was without service from Comcast for 14 days and was only offered $20 off his normal $220 monthly bill.

“I have been requesting a pro rata credit since Dec 2nd for 14 days without Comcast service (phone, internet, cable). Emails, chat online and phone calls. A complete runaround by Comcast Customer Service. Online chat claims only $20 in credit authority. “Escalated” billing dispute phone call claimed they lacked authority. They are ignoring the statute (16-333e) which manadtes a pro rata credit,” he wrote me.

“Their lines were down on my street from October 29th to November 11th. They did not come out on November 11th until I called in a requested a service appointment. I told them that I had two neighbors with cable lines down as well and they insisted they had to call in themselves for their own appointments to re-hang the lines! Ludicrous.”

“I filed an online complaint with CT DPUC and sent complaint notices to Senator Blumenfeld and AG Jepsen’s offices today. George– it is not the $112. It is the arrogance and attitude of this particular company. AT&T and Cox have stepped up. Comcast is stonewalling the issue of credits and is keeping millions in unearned revenue. ”

I contacted Kristen L. Roberts,Vice President, Public Relations and Community Investment for Comcast’s Western New England Region, and she immediately made things right for this customer.

“I just finished speaking with Comcast’s executive office– they extended a $100 credit based upon a level of $220 in my base services before taxes. That is an acceptable proration for 14 days out of service.”

So if you did not receive credit for your television, Internet or phone outage, make sure you ask for it and if anyone gives you a hard time, let me know at george@ctwatchdog.com.

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5 Comments on "Comcast Needed Pressure To Provide Full Credit To Simsbury Storm Victim"

  1. Kourosh Parham | December 30, 2011 at 11:20 am |

    I read your column which also appeared in the 12/29/11 edition of West Hartford News with much interest. I am writing in response to your invitation in your column entitled “Comcast playing cute with credits”. Due to storm Alfred, Comcast services were disrupted to my residence in West Hartford between 10/29/11 and 11/8/11. This disruption involved loss of phone, internet and cable services for the duration stated. The lines to my home were not directly affected by the storm and I had a generator providing power to my home during a portion of the outage and still did not have Comcast services. CTL&P services were restored in our neighborhood on 11/7/11. When Comcast was contacted, they stated that services will be restored within 72 hrs after the last power outage in the area. Comcast services were restored in the afternoon of 11/8/11. When I contacted Comcast to request prorated charges for the billing period that included the outage time window, the Comcast representative politely apologized for disruption of services and offered a $25.00 credit. I emphasized that this appears unfair as the service disruption represents 1/3 of the month and the monthly charges are $180.46! The representative did not change the offer and I refused the credit.

  2. Judith Trepanier | December 30, 2011 at 12:16 pm |

    I have Comcast for the internet, telephone and cable for a total of $127.99/mo. I have been unable to get a credit. When I called they told me that I had to report it within two weeks, so it was too late. I was out of service from October 29 until late afternoon November 4. There were extenuating circumstances as I had a total knee replacement on October 18, my mother was in hospice and subsequently passed away on November 11 – hence my not notifying them sooner.

  3. Kourosh Parham | January 4, 2012 at 9:03 pm |

    Thank you for your intervention. I received a fair, prorated credit for the service interruption from Comcast.

  4. debbie beebe | January 12, 2014 at 9:51 pm |

    I lost the number for the comcast esccalation office in enfield ct. I was working with Elizabeth Calabrese I need a number to that dept asap

    thank you

  5. debbie beebe | January 12, 2014 at 9:52 pm |

    the customer service dept and billing were of no help at all

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