While Cox Cable is providing rebates to Connecticut customers who contact the company telling it how many days they did not have service, Comcast is giving different answers to different people.
Mike D sent us a post this evening saying:
“I spoke with Comcast today, Nov 9. We were without cable/telephone/internet access from the afternoon of Sat. Oct 29 to the evening of Tuesday, Nov. 8, a total of ten plus days. ”
“The regular Comcast rep said we were not entitled to any adjustment, as we did not report the outage(!!!). A supervisor later offered us $25 – roughly 40% my calculation of the value of undelivered services. I declined and promptly filed an online complaint with the CT DPUC (DEEP). I would encourage anyone in a similar position to do the same.”
However, Gene, wrote me tonight that he did get a credit.
“I called Comcast this evening and spoke to a thoroughly professional and understanding account rep. I told her we had been without service from 10/29 through 11/4 – and then spotty service between 11/4 and today with cable going in and out for a few hours at a time. She credited us 1/3rd of our monthly bill and thanked me for my business and asked me to call back anytime the service goes out again.”
And Sen. Len Suzio send an email out this evening claiming that Comcast would give a rebate:
“Comcast and Cox Communications will issue credit to customers who lost service during the recent storm. Customers need to let the companies know how long they were without service. Contact Cox Communications at 860-436-4269 or NewEngland.Services@cox.com . Contact Comcast by calling 1-800-COMCAST (1-800-266-2278) .
But COMCAST Connecticut Spokeswoman Laura Brubacker insisted that the company isn’t giving refunds for all service outages due to the storm:
“In most cases, for customers who do not have cable service, it is a direct result of a commercial power outage. We are working closely with the respective power companies and following their restoration efforts to ensure our customers services are working properly shortly after power is restored.”
“In a small number of cases, customers might not have cable service even after power is restored due to more extensive damage caused by fallen trees and poles. In these cases, we will work directly with customers to issue credits on a case-by-case basis. For customers who have commercial power and still don’t have Comcast services, they should call 1-800-COMCAST. This was an unprecedented storm that had an extraordinary impact. Thanks to the tireless work of our employees, many of whom were personally affected by the storm, we’re making good progress in restoring cable service. We appreciate our customers’ patience and understanding, and will continue to work until service has been restored for all.”
Both the governor and attorney general have so far ducked answering questions on the Comcast issue. Despite daily promises from the AG’s office of a response, there has yet to be one as of 12:50 p.m. today.
Dan Lovallo, host of Talk of Connecticut several Connecticut radio station, brought the issue up Friday when I was a guest on his show on WDRC AM 1360 in Hartford, WSNG AM 610 in Torrington, WWCO AM 1240 in Waterbury, and WMMW AM 1470 in Meriden. He mentioned that a relative in Eastern Connecticut was able to secure a $31 cable refund.
The first indication that Comcast was not going to play fair came from Laura Brubaker, Comcast Ct spokeswoman, who wrote to me Monday that:
“Credits will be handled on a case by case basis for customers whose services are not working after power is restored,” she wrote me. “Most issues are directly related to commercial power and services should be working for those customers as power is restored.”
Normally Ms. Brubaker is much clearer and has been helpful in solving customer complaints. This time she ducked the question about automatic credits so I guess we have to read between the lines. My reading is that Comcast, the largest cable provider in Connecticut, is hoping you will just let things slide. Don’t.
Her follow-up response was: “If customers don’t have cable service after their power is restored—yes—they should call.”
Nonsense, you should DEMAND a credit for EVERY DAY you did not receive their service.
I will post all responses I receive from other cable and telephone companies.
Cox however is prepared to give credit, a smart move that its customers should remember.
“Cox will issue credits for lost service on an individual customer basis, but customers need to contact us to let us know how long they were without service,” Cox spokeswoman Amy Quinn wrote me this afternoon.
And while you are at it, its a good time to ask that you be given the same lower rate that new customers get. If they say no, ask to speak to the RETENTION representative and DEMAND the reduction and tell them you will switch to satellite TV or drop the landline if you don’t get it.
Meanwhile, you can hear me on the Dan Lovallo show every Tuesday at 4:30 (except for next week when Dan has jury duty that day and I will be on Wednesday).
Also, I will be in the Bloomfield studio with Dan the first Friday of every month from 4 to 5 p.m. to talk and listen to call-ins.
We had a fiery session Friday and scores of callers roasting CL&P, NU, elected officials and regulators. There were also some well-deserved thanks to linesmen and tree removal guys and gals who are working under dangerous conditions to get power back up.
- Comcast Backs Down And Now Says It Will Give Credit For Ct Storm Outages
- Comcast & Other Cable Companies Asked By Atty Gen To Give Ct Customers Credit For Storm Outages
- Comcast Refuses To Credit 15-days Loss Of Service
- Comcast Needed Pressure To Provide Full Credit To Simsbury Storm Victim
- Cox Says Most Of Its Residential Customers Now Have Access To Cable
- Instructions On How To Reset Cable After Electricity Turned Back In Hurricane Irene