Tuesday, May 20, 2008

Internet Problems HERE

Let's try a new way of organizing Qualmcastic complaints. Don't forget to leave your acount number so Comcast (and only Comcast) can track you down.

693 comments:

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Anonymous said...

liers, service to internet has been down since wed. Called Saturday and they said no input to the modum and someone would be out today or tomorrow. Roadrunner actually had quicker service and would give a time. Well called back Saturday night to see when they would come Sunday as today was already done and they said my appointment was for Wed. 8/13. I said the "service" person told me today 8/9 or tomorrow. They said they would call tomorrow before coming out. Today they said my appointment is for wednesday and they can't get anyone here before that. I sad two people told me today of tomorrow and she said that is what we are suposed to say. Some servie. I guess the bottom line is more important to Comcast than service and hiring enought tech's. Family is flying into town on Wed so now both of us will have to take the day off work. Any other service privider is looking good right now including the dish. As Stephanie Plum from the Janet Evonovich novels says. those cable !@#$%#'s

Account 8777 70 122 0023318

Anonymous said...

Not only have we not had cable or internet service for over one week, (since Sat. 8/2, we have received the worst customer service! We call every day to get an update. Whoever answers the phone has no clue whats going on or even when the problem will be fixed. We were able to get a Comcast rep out to our house but not able to fix the problem. We call everyday trying to get an update... everyday someone is schduled to come out, yet no one ever arrives!! So frustrating to say the least. Over one week and counting... How long must it go on? Perhaps until we switch to bellsouth?
Customer # unknown
phone # gladly given to anyone at Comcast who actually cares about a long time customer...
(770) 833-4313
(678) 613- 2589

Christy said...

Not only have we not had cable or internet service for over one week, (since Sat. 8/2, we have received the worst customer service! We call every day to get an update. Whoever answers the phone has no clue whats going on or even when the problem will be fixed. We were able to get a Comcast rep out to our house but not able to fix the problem. We call everyday trying to get an update... everyday someone is schduled to come out, yet no one ever arrives!! So frustrating to say the least. Over one week and counting... How long must it go on? Perhaps until we switch to bellsouth?
Customer # unknown
phone # gladly given to anyone at Comcast who actually cares about a long time customer...
(770) 833-4313
(678) 613- 2589

Anonymous said...

Not only have we not had cable or internet service for over one week, (since Sat. 8/2, we have received the worst customer service! We call every day to get an update. Whoever answers the phone has no clue whats going on or even when the problem will be fixed. We were able to get a Comcast rep out to our house but not able to fix the problem. We call everyday trying to get an update... everyday someone is schduled to come out, yet no one ever arrives!! So frustrating to say the least. Over one week and counting... How long must it go on? Perhaps until we switch to bellsouth?
Customer # unknown
phone # gladly given to anyone at Comcast who actually cares about a long time customer...
(770) 833-4313
(678) 613- 2589

Shannon Kish said...
This comment has been removed by the author.
Shannon Kish said...

Dearest Comcast,

I am overjoyed that I have the privilege of paying your company money for your second-rate television and internet services and for your absolutely horrific customer service. Recently, as a matter of fact, I paid my July bill in full and on time. I sealed the envelope with a kiss and thanked my lucky stars for yet another VOD outage and inability to connect to certain websites that you have chosen to block. I was thrilled when despite my personal attempts to alleviate the issues it became necessary for me to contact customer service. Your ever helpful CSR was unable to fix the issue and instead placed me on hold for much longer than I would have desired. Once he returned, he told me that my issue would have to be escalated. This, of course, made my heart go pitter patter for you, Comcast.

My breath was taken away when you whisked me off my feet on my August 2008 bill with a 3% increase on my cable bill. Thank you so much for your recent rate increase during these difficult times for our country. I would also like to thank you for doing such a wonderful job of informing your customers of these rate increases. That mailer that I received in the mail did well to explain the absolute necessity of the rate increase. Unfortunately, my postman forgot to deliver it and therefore, I had to learn about the rate increase from one of your oh-so-pleasant CSRs.

Sadly, I feel that my time with you, Comcast, is coming to a close. A woman can only take so much before her heart has to part ways. You see, Comcast, I have found another. This other company promises that my rates will stay the same for at least the next year and while they may go up in a year’s time, they will still be much lower than yours. As well, research has shown that they provide slightly higher than second-rate customer service. It will be hard to part ways with you Comcast. For the past year you have provided me with more stress and frustration than I could have ever wished for. While I will miss our monthly service calls and near weekly customer service calls, I know that in the end, our relationship is one that was never meant to last. Please understand Comcast, that this has everything to do with you and your lack of concern for me, your paying customer. I wish you the best of luck in the fiery pits of consumerism hell, my love.

Lots of Disgust,

Shannon Kish
Account # 09550 107680-05

Anonymous said...

I WORK FOR COMCAST. AND BELIEVE IT OR NOT. I USUALLY GET ABOUT 200 CALLS A DAY THAT HAS TO DO WITH INTERNET OR EMAIL ISSUES. PLEASE PEOPLE! IT'S NOT MY FAULT THAT YOU DON'T HAVE GOOD SERVICES. I JUST WORK FOR THE COMPANY. THE COMPANY SUCKS ANYWAY CAUSE I HAVE BEEN WORKING WITH THEM FOR 3 YEARS AND THEY ONLY GAVE A FUCKING DOLLAR OF RAISE IN MY SALARY IN 3 FUCKING YEARS. I KNOW HOW YOU PEOPLE FEEL FOR INTERRUPTED SERVICES, THAT IS WHY I DON'T HAVE MY SERVICES WITH COMCAST. I HAVE DIRECT TV AND AT&T AS PHONE AND INTERNET SERVICES. AND ANOTHER THING. NEVER, NEVER SIGN UP FOR EMAIL SERVICES FOR COMCAST. THEY WILL ONLY GIVE YOU PROBLEMS. I ALWAYS TRUSTED HOTMAIL AND HOTMAIL NEVER GAVE ME A PROBLEM. I BEEN USING HOTMAIL FOR 10 YEARS AND EVERYTHING IS PERFECT. WELL PEOPLE, PLEASE. YOU ARE NOT THE ONLY CUSTOEMR WHO WANTS SERVICES TO BE FIXED. REMEMBER, COMCAST HAS OVER 27 MILLION CUSTOMERS. WELL, THATS IT.
GOOD LUCK

Anonymous said...

I'M THE COMCAST REPRESENTATIVE AGAIN. JUST TO LET EVERYONE KNOW THAT COMCAST DO NOT SUPPORT YOUR ROUTERS. IF YOU REALLY WANT YOUR SERVICES TO WORK PERFECTLY GET THE COMCAST HOME NETWORKING. ITS A COMCAST MODEM AND ROUTER. SO PLEASE, IF YOU LOOSE YOUR CONNECTION, BYPASS YOUR ROUTER AND CONNECT DIRECTLY TO THE MODEM BEFORE YOU CALL COMCAST.

Shannon Kish said...

Immediately after my last comment, my letter to Comcast regarding the 3% increase, I received a call from 2 Comcast employees. The first, Melissa Mendoza, who claimed to be from the corporate office. The second, Jennifer Stokes, who claimed to be part of the Senior Management team for my area.

Melissa simply told me that she had passed on my information to Jennifer and that I should speak with Jennifer-- really helpful Melissa.

Jennifer did a lot of talking. She apologized for any problems I have had in the past (woohoo, big fucking deal. An apology does not SOLVE anything, though it is appreciated). She told me how valuable I am as a customer. However, the problem I had with our conversation is that nothing came from it. I told her my issues. I let her know that I was not happy having to pay nearly $46.00 for internet service that is less than superior and nearly $50.00 for cable services that work intermittently. She in turn, apologized and stated that I could call her anytime I had a problem and that she would ensure that I am taken care.

Hello!! I am speaking with you now and you are not resolving my problems so what makes you think that I want to call you again in the future to have my problems resolved?

If an apology solved the problems I have been having, then I would be be problem free at the moment because Jennifer knew how to apologize. She failed to understand how to solve the problem-- ie, giving me a promotion in an effort to try to retain me as a customer or providing me a credit for the outages I have had.

Thanks for the Customer Service Comcast... it only further proves that Comcast Must Die!

Anonymous said...

I have the misfortune of living in a building that is served exclusively by Comcast. If there was another choice I would have switched by now but there isn't.
If you have a choice, find another provider
I'm only in my third week of service and below is my list of complaints.

1)The soonest available installation date was a full two weeks after I called to set up the service.

2)On calling to set up the service I was offered a $50 rebate on the installation service, which conveniently disappeared from my account.

3)The installation cost $99. The single installer was in my apartment for less than 15 minutes. (wish my skills were worth that much)

4)The service is very expensive.

5) The connection is slow at the best of times. I miss DSL.

6)The connection cuts out from time to time disconnecting videochats and ending streaming video in the middle.

7)About 2 weeks in my service was accidentally disconnected. That required nearly an hour on the phone with a representative to get it corrected. (So let me get this straight... they can stop and start service from their office but there is still a need for a $99 installation visit... this makes perfect sense)

8)I was sent an ebill after the date the payment was supposed to be due.

9)I was sent two bills for different amounts within the first three weeks of service.

Kenneth said...

Here I sit once again staring at a blinking cable modem light. I pay more than $50 a month for that blinking light. I have Vonage so no phonecalls are coming or going. I can use my anytime minutes on my cell phone and reach a "Tech" who will waste my time and my minutes reading a troubleshooting script that I have already endured so many times. Every time they send a Tech out here the service is working. "No trouble here". I can't check my e-mail, research online, call in or out. I'm just watching the ready light on my modem blink. It doesn't even change the frequency of the blinking and get my hopes up.
Is anybody here old enough to remember when you actually got what you paid for?

Kenneth said...

Here I sit once again staring at a blinking cable modem light. I pay more than $50 a month for that blinking light. I have Vonage so no phonecalls are coming or going. I can use my anytime minutes on my cell phone and reach a "Tech" who will waste my time and my minutes reading a troubleshooting script that I have already endured so many times. Everytime they send a Tech out here the service is working. "No trouble here". I can't check my e-mail, research online, call in or out. I'm just watching the ready light on my modem blink. It doesn't even change the frequency of the blinking and get my hopes up.
Is anybody here old enough to remember when you actually got what you paid for?

Anonymous said...

Well I have had the biggest problem with Comcast the last 3 years or so. My internet just goes out and then it randomly comes back on. It may be minutes or may be hours, who knows. They've replaced my modem untold amounts of time. All of the technicians say "it's in the lines" and never gets fixed. My neighbor has the same problem and we are on two different lines. So mine will go out when his isn't and vice versa and sometimes at the same time. Three years to fix a problem and still the same issue. Anytime of day or night it may go out but at least once a day. The funny thing is is that it never seems to show up on their end that my internet is out. You pay all of this money for internet that always cuts out in the middle of gaming or report for class. Thanks a lot Comcast!
Account # 8220210500211398

Reid said...

I just moved across the country into a new apartment. Unfortunately, we had Comcast in our last location too because there were no competitors. If everything is up and running Wednesday like they assure me, this will have turned into a three-week process. WTF? Three weeks?!? It only takes three weeks to install internet if you don't care whatsoever about your customer. I discussed this with one of the reps on their chat service, which to their credit is a very convenient tool. I received lots of words of apology but no action to rectify the situation.
Then there's the issue that it's $60 if you just want internet. Are these people insane? That's not a service; it's a robbery.
I would absolutely love another option since Comcast seems intent on taking lots of money from me while giving me little in exchange. I would love to see a graph of their marginal and average costs. I think it would make it more difficult for them to justify such exorbitant prices.
Acct. number: 05613-218708-3

Anonymous said...

8777 70 122 2168723

I finally gave up. 6 months, 30 technicians, countless phone calls, and my Internet is down AGAIN as of two or three days ago! Thank God for Sprint wireless broadband. I'm a computer technician and I absolutely must have Internet access 100% of the time. I was down for 4 months straight the an additional week here and there for the last two months. Enough is enough. And now these idiots refuse to give me my money back for the 4 straight months of no service!

Heck, even the people who read these emails are bafoons. Yeah they try to do something but there is a complete and utter lack of communication!! I just happened to be home on two separate occasions when a Comcast person unexpetedly arrived.

These people apparently also need a heads up. VOIP is becomming radically more popular so when my Internet is down you need to figure out another way to contact me since my digital phone doesn't work either!!!!!!!!!! I've only given you my cell number about 50 times! Use your heads people.

I'm going to AT&T's Uverse which was recently installed in my area. From a technical standpoint it's a far superior product. There is less pixelation in digital pictures since they don't have to compress the signal as much as Comcast. Sorry guys this is a MAJOR limitation of your pathetic Coaxial network. Oh you can try to add more fibre switches to minimize the impact on your copper cable but you can't keep up with demand.

For those of you who don't know, all digital transmissions are data based. Copper coaxial cable can not handle anywhere near the bandwidth of it's fiber optic counterpart, so the more people who order HD tv and high speed Internet from Comcast the slower the Comcast data network becomes.

AT&T's Uverse is completely fiber optic... Oh they may run copper into your house but your hooked directly into a fiber backbone. And since fiber optic cable has a theoretically unlimited bandwidth it is practically future proof.

Bye bye Comcast.

Jennifer Cato said...

I have hard evidence on my blog to prove Comcast fraud and deception. My Blog is at:
http://www.tuxwerx.com/Blogs/
Feel free the use what you see there in your own lawsuits against Comcast...

Anonymous said...

When my WOW modem broke I decided to switch to Comcast to save a few dollars. I scheduled my appointment more than two weeks in advance, arranged for a day off work, and had someone come to move my furniture for installation. When nobody showed up I called and was told that I had cancelled the appointment. For my inconvenience I was told I could have 2 free pay-per-view movies or free line maintenance when they came back in another 2 weeks. I was also told that they tried to contact me but that my phone was disconnected, which was not true. I asked for free installation since I had spent the better part of a day waiting and was told that wasn't possible. I then asked to speak with a supervisor and was told that they could e-mail the supervisor to call me back. I never heard from anyone.

In the meantime, I called WOW and they were out within 4 hours with a new modem at no charge. That's an example of customer service. Comcast should take lessons. I'm just glad I live in an area with choices (St. Clair Shores, MI)

I thought that was enough to dislike Comcast until yesterday when I visited an elderly friend. I noticed a wire hanging across her garage door and front door and she explained that Comcast had installed cable and internet and she was waiting for them to come back and properly attach the cable. She had, at age 83, propped up the wire on wooden stakes so she could exit her house and get her car out of the garage.

Comcast customer care stinks.

Anonymous said...

Does anyone know how the following could happen? We've been having problems with Comcast since April 2008 - slow speeds, intermittent internet service, email blocks, cable problems - and in a recent email to a friend after days of Comcast blocking port 587, unbelievably slow download speeds, etc, sputtering t.v. and no internet connection at all, I complained: "I have about had it with Comcast." She replied to my email, with mine in the body of hers: I found, to my surprise, that the word Comcast was linked to their website!!! I'm ready to change to AT&T, but tell me: Who made that link?

Anonymous said...

Subscribed to Comcast 2 weeks ago. Technician was late, he arrived around 6 pm, had been working since 5 am, got my Internet up & running & left. Next morning I logged onto the Internet and it crashed right away. I was never able to get on again. I called Comcast, they remotely accessed my modem and they said everything is fine. I said it is not fine, could they send someone out, I've had this service less than 24 hours & it crashed. They said I'd have to pay for repairs. I said it's not repair, I want them to check the install. They said no, I have to pay repair charges because I had not agreed to pay $1.99 a month for repair insurance. I told them nobody ever mentioned the $1.99 a month to me. They said they have no record that I was not informed and in order to find out what the problem is I have to pay repair services. NUTS! I signed up with another service and am canceling Comcast today. I bet they have a hefty fee for that.

Anonymous said...

http://help.comcast.net/ leads... nowhere... go to comcast.net and click on help and it drops you to a page that never finishes loading... has a couple of links that are equally useless...

Trying to get support for their new "you must send e-mail through our servers" BS and 99% of the options for submitting a form request for help lead to "Comcast does not support this product"

DeAnna said...

Consumer fallout acct #8220 11 603 0744040 here.
I am joining the ranks of the infuriated comcast customers. Comcast was forced upon me as my only high speed internet option for the past year. Throughout the duration of the service, I had no internet service any time it rained! Countless calls produced no results. Obviously, the infrastructure is faulty, and they are not willing to fix this. If this is not enough, now they continue to haunt me.
Currently, I have a larger issue. Thank God I have moved, and no longer have to endure the customer no service nightmare that Comcast offers BUT .. they are sticking it to me once more.
When we signed up for service in Nov 2007, we were provided with a comcast modem that did not work. We had to eventually buy our own from a retail store that at least worked when it was not raining. We returned the unit to the store in Marietta, GA in December (after a 45 minute wait in a line out the door). As predicted, comcast continued to charge me for rental of the modem that we no longer had. After countless calls to customer no service, the charge kept showing up. They told me that they were able to see on my records that the unit was returned. Which is good, because I did not receive a receipt upon return.
I recently moved about 50 miles away, and have decided to go with DSL to avoid Comcast all together.
I just got a final bill in the mail that is charging me $33 for this &^%! modem that I returned in Dec of last year.
My calls to customer no service and conversations with a supervisor have informed me that I must go to the store, (now 50 miles away), with the receipt (which I never received) to track the unit. Why did no one mention this while I lived closer? Why should I have to drive 50 miles, and wait in this ridiculous line because of comcast's error? I am not going to do this! Besides, I have been informed that if I don't have the receipt, going there won't work either.
I will be taking this as far as I can go .. they will be sick of hearing from me.
As final retribution, as a stock investor, I will never consider Comcast a viable option, and will advise all of my peers the same. Also, anyone that I come in contact with (who is willing to listen) will be strongly advised to use DSL if comcast is their service provider.
I have never dealt with a company with such poor customer service, employees, equipment .. etc.
Everyone that I know has had horror stories as well. What does this tell you?

Anonymous said...

Comcast provides by far the absolute worst service and the absolute worst customer service I ever experienced from any company in any industry.

- internet only service?
- internet only billing?
- cannot reach customer service
- the internet does not work
- so many problems so often
- I used to have Charter in TX and now Comcast in Chicago... never a single problem of any kind with Charter in 4-5 years of use; just the opposite with Comcast
- called to disconect... haha. Nobody is answering the line, currently on hold for over an hour and counting!

I don't know what is worse... their service or their customer service.

If you value your sanity, do not sign up for Comcast and do not let your friends and loved ones sign up for any of their services. If you do, you WILL regret it. Look for an alternative right away. There are alternatives.

Dan said...

Comcast provides by far the absolute worst service and the absolute worst customer service I ever experienced from any company in any industry.

- internet only service?
- internet only billing?
- cannot reach customer service
- the internet does not work
- so many problems so often
- I used to have Charter in TX and now Comcast in Chicago... never a single problem of any kind with Charter in 4-5 years of use; just the opposite with Comcast
- called to disconect... haha. Nobody is answering the line, currently on hold for over an hour and counting!

I don't know what is worse... their service or their customer service.

If you value your sanity, do not sign up for Comcast and do not let your friends and loved ones sign up for any of their services. If you do, you WILL regret it. Look for an alternative right away. There are alternatives.

Dan said...

Comcast provides by far the absolute worst service and the absolute worst customer service I ever experienced from any company in any industry.

- internet only service?
- internet only billing?
- customer service VERY hard to reach; someone who atually knows enough to help IMPOSSIBLE to reach
- internet service gone randomly, highly unreliable
- so many problems so often
- I used to have Charter in TX and now Comcast in Chicago... never a single problem of any kind with Charter in 4-5 years of use; just the opposite with Comcast
- my wife finally called to disconect... over 30 minutes on hold and the conversation

I don't know what is worse... their service or their customer service.

If you value your sanity, do not sign up for Comcast and do not let your friends and loved ones sign up for any of their services. If you do, you WILL regret it. Look for an alternative right away. There are alternatives. For us here in Chicago, it was RCN. Signing up was a breeze, one 5-minute phone call that went directly to a live operator, and they will connect it tomorrow morning. Wow.

DeAnna said...

OMG .. I finally called corporate at 888.610.0995, and all my problems were fixed .. no more questions asked. I was immediately assigned a case worker who agreed to everything I wanted .. no arguments. Phew! It is their only redemption from my wrath. I hope this info can be of help to all of the victims out there.

Kenneth said...

And I thought that I had problems...Just because my internet goes down every 15 minutes or so.

Nicole said...

I guess I need to post my account number here to get Comcast to answer my complaint? Because they surely keep on doing nothing after they've wasted 4 of their techs time by sending them out here because none of the brainless managers or dispatchers in Miami (no surprise, really, for Miami) can read the tickets where it says they need to send a MAINTENANCE truck, not a tech!

This is Nicole from August 7.
Latest ticket # CR135431062

Hahn at Home said...

http://hahnathome.com/?p=1099

Three weeks one year in Comcast hell. Slowly finding my way out, but not completely.

Anonymous said...

Understand this when there is an outage in your area of course your tech is going to be cancelled because if a tech came out there would be no way a tech would test signals and try to fix your problem even if you arent affected by the outage. An outage in your area still affects the signals for whatever your problem may be so there would be no way a tech would astablish a problem without working signals in your area to determin what he is doing is working. GET IT NOW??

Anonymous said...

AT&T Uverse is coming to ILLINOIS.
It has already been approved and there are several order.
My neighborhood, Norridge, has 12 cabinets planned for installation.

Will comcast give me for what I pay for for and lower my bill to $21 a month....or should I switch to U-Verse the moment its available and actually get the speed that worth the money ?

U-verse elite is about $42 and is 10mpbs\1.5 mbps

Comcast basic hsi is $42 and is barely 4.5\700....


Nuff said.....double the speed for HALF the price.....

I fear comcast is going to loose ALL their Illinois customers....

I wont see docsis 3.0 for at least another decade in norridge......so why not get fiber to my house...

Kenneth said...

"Understand this when there is an outage in your area of course your tech is going to be cancelled because if a tech came out there would be no way a tech would test signals and try to fix your problem even if you arent affected by the outage. An outage in your area still affects the signals for whatever your problem may be so there would be no way a tech would astablish a problem without working signals in your area to determin what he is doing is working. GET IT NOW??"

I REALLY hate to say this but you have absolutely no idea what you're talking about.

Maudman

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Bryan said...

I've got Comcast's 8mbps down and 2mbps up speed in Happy Valley Oregon. (Their highest speed available in my area)

I was contacted by Comcast over the telephone telling me that my usage was "Abnormally High" and that I needed to reduce my usage. According to Comcast, I was generating around 100GB a month. (Between Sending/receiving)
I had asked the representative that contacted me on how much I should lower my usage, as she told me that if I'm contacted again, they're pulling my internet plug for 12 months.

She refused to give me a number; I mean, how am I expected to lower my usage, if I don't even have any idea by how much to lower it? I pay about $70/month for my internet access from Comcast (Before taxes/fees) Hell, for $70/month they should be wiping my @$$.

I really am upset about this.

I game online with my Playstation, I listen to internet radio streams, Check out some new movies that are coming out, I download Linux distros, as well as music and movies from iTunes, my traffic is legitimate. (E.g. Not pirated)

ALL the time, whenever I play a game say, Call of Duty 4 on my Playstation online, I get disconnected from the server and an error message saying "Server Connection Interrupted"
Other times, if the connection doesn't drop, it's laggy like crazy; ping times over 350ms.
The same exact thing happens with Skype, I'm in the middle of a phone call, and all of a sudden, the line's dead, and the call ended. Also, the SAME thing happens with downloads; For instance, if I try to download a 2.5GB ISO image of the next Linux update, about maybe 700MB-1GB in, the download will stop on the account of "Connection Interrupted"


My wiring is fine; I've had 3 techs over here to take a look at it, my modem is brand new (Just bought it about 2 weeks ago, and I've had it replaced 2-3 times now) My router is a D-Link Gigabit gaming router; and I never had a single issue with it. Though, I did swap it out with a Linksys just to "Rule" it out as the culprit. Got nowhere.
The same thing happens with my neighbors, they too suffer from the frequent disconnects, and "lag" issues.

Verizon FiOS is coming into my area pretty soon, and I can get a 20mbps down and 20mbps up connection for around $60 a month;

This is a message for Comcast: Comcast, if you ever read this, You have to clean up your act, stop throttling users, and deliver what you promise. You advertise "Unlimited" service, however, I get a threatening phone call from you guys after about 100GB, I pay my bill on time in full, every month, I put the food on YOUR table; so how about you start showing your loyal customers a little respect?
It's not that much to ask for, is it?
(For the record, I don't have their TV package, or Phone package)

Customer #8778 10 414 0530687

Anonymous said...

Just checking in to note that nothing has changed here - just got kicked off the internet again by Comcast as is typical around this time of day every day. I wa sin the middle of a credit card transaction so of course now have no idea if I will end up getting charged twice or not.

I'm not sure what the victory is alluded to on the home page here but my understanding of what Comcast got was permission to slow down users transmission during high traffic times - how is that a victory?

And is Comcast going to reimburse me for the times it provides me with slower service - of course not. Comcast won this - not the consumer.

My wife just called ATT to check out their internet service.

Comcast Account # 8220 11 603 0234463

fawn072167 said...

I can't get comcast to transfer my services here in missouri. They are telling me I need to pay a bill that was already paid by me that is not in my name. It was from 2000 from someone else that lived at the same address. I did pay it, the cable has been in 4 different names since then. They still want it paid again even though I have taken them the receipt 3 times before. I can't find it now since we are in the middle of moving. I want to know why they go by address and phone number instead of name and social security number like the other utility companies have to. Why can't they keep better records or note accounts then actually read them after the notes are put in? I want to know why the account wasn't credited in the 4 times I have been there to either pay it or show them proof that it was paid. I did call their HR depart since I am a time warner employee, and that woman refused to help at all. The woman handling the account is on a 2 week vacation with one to cover her while she is gone...at least that is the story I am getting. Since no one at comcast can read an account or help in anyway I made a formal complaint with the public utilites commisson. I also asked them to share it with their friends at the FCC. I figure I can't take it to small claims court because I can't find the proof of it being paid. Does anyone else have any other ideas of what I can do about this?

Anonymous said...

I thought it was all over with. After terminating service and running into all sorts of problems, I posted my story here. Got a call from someone in Comcast's "escallation department". Agreed to leave the modem in a parcel on the front steps in a bag for their service people and THAT WOULD BE THE END OF THAT. They collected the modem and stopped sending me bills.

Now I am getting calls from a collection agency asking for service fees, a collection fee and the price of the modem.

It apparently ain't over 'til its over.

Houston Account 777701226738653

doer human said...

i have been comcast customer for 7 yrs and in 2 states, TN and now in WA. we had no major issues with comcast in TN.
when we moved to WA, where we bought the house, comcast is cable internet monopoly. NO competition at all. qwest is offering dsl, but that comes with 2 yr contract, and i do not sign contracts.
so, nolens volens, i am stuck with comcast.
ever since we moved into the house in june 2005, we had non-stop issue. took them 2 weeks and me non stop bitching to their customer service to re-activate connection, as they could not find where "the cable box was". took supervisor on site to locate it in 2 minutes.
after that, we went through non stopping hassle of dropped conncetion. connection drops sometimes several times a day, sometimes every other day, at will. pretty much, any picture upload will trigger it. then, i have to go through process of infamous 'modem reset" protocol, which means - disconnect all cables from modem/router, wait for 30 seconds, reconnect cables/power up modem/wait for 4 solid lights/power up router.
i have been stupid enough to listen to their customer serice reps, and went through 2 cable modems (they were "bad" but work fine in my son's house now) and routers. finally, i quit paying attention to their "router is bad" story and just keep resetting modem/router. sometimes takes calling comcast and have their computer reset it. sometimes i have to do it 5-6 times in a row to get it working back.
i had numerous technicians on site, no one ever found anything wrong with my connection, just regular bs about "bad splitter" or "bad cable, let me cut you a new one".
last tech, about a month ago, found that outside cable box is faulty, goes out normal, "but comes in hot" using his lingo, and promised to have it fixed in 24 hrs.
sure enough, it worked for about a week, then we are back to point zero - dropped connection, twice today already. i "chatted" with comcast support this morning, and it was 30 mins of waisted time, as David was in Canada, had no clue what's going locally, refused to provide any upper echelone contact info, refused to offer any compensation for the hassle, and best he could do was to schedule another tech in a week.
in the meantime, only in the last 12 mths, comcast managed to jag my bill by some $20. probabaly, due to gas prices, i guess.
so, i am hoping that they will see this comment. maybe their magic PR guy will contact me.
yes, you can contact me to uwilcpo@gmail.com.
dear comcast, your serice in Covington, WA, sucks badly. per comparison with TN comcast, you suck big time. you have bad attitude, mixed on having no competitors in rural areas and thinking we, customers, have no choice but stick to you. well, from now on, i'll dedicate a lot of my time to find alternative and drop you, like my connection is being dropped.
you might be a BIG corporation, but bigger they get - harder they fall. no regrats about harsh words.

doer human said...

someone here, introducing him/herself as comcast customer rep, stated that we have connections dropped because our routers are not competible with comcast hardware. and, of course, we can "sign" for comcast networking program, which is $30 per wireless card per computer.

i did take time to investigate it further, and yes, comcast has that service. also, here's what it states on their website:

I already own wireless cards/adapters
If you bring your own wireless card or adapter it must be 802.11b or 802.11g compliant, please be sure to have the associated software for the wireless device.

with this being said, any more or less up to date router is 802.11 compliant. so, dear poster, nice try, but do not hope that we'll read your post and will rush to buy "comcast compliant" routers, cards, and modems.

Anonymous said...

I don't even know where to begin on this one:

"Comcast to Place a Cap on Internet Downloads"
By BRIAN STELTER
Published: August 29, 2008
The New York Times

http://www.nytimes.com/2008/08/30/technology/30comcast.html?ei=5070&emc=eta1

Anonymous said...

Don't forget to put a hidden text link to this page on your blog. The higher it shows up in the Google page ranks, the more effective it will be.

Petruchio said...

ANOTHER COMCAST LIE

Account # 8798 20 099 0091535

In March 2008 I posted here about the crap service I had with Comcast. A "Corporate" Rep called me within a day and it still took a few weeks to correct the connection problems. At that time I was promised an Internet Connection for $19.95 for one year. HAH! It only lasted 5 months. Month #6 I was charged $22.22. And now on month #7 I was charged $42.95.

I guess my first impression about Comcast was correct. You can't trust Comcast for anything.

It is time to see who has the better deal - FIOS or U-verse.

Anonymous said...

Just a humble suggestion. If you would like Internet access to become better, vote for Obama in the election. Please read below.

“A key reason the Internet has been such a success is because it is the most open network in history. It needs to stay that way. Barack Obama strongly supports the principle of network neutrality to preserve the benefits of open competition on the Internet. Users must be free to access content, to use applications, and to attach personal devices. They have a right to receive accurate and honest information about service plans. But these guarantees are not enough to prevent network providers from discriminating in ways that limit the freedom of expression on the Internet. Because most Americans only have a choice of only one or two broadband carriers, carriers are tempted to impose a toll charge on content and services, discriminating against websites that are unwilling to pay for equal treatment. This could create a two-tier Internet in which websites with the best relationships with network providers can get the fastest access to consumers, while all competing websites remain in a slower lane. Such a result would threaten innovation, the open tradition and architecture of the Internet, and competition among content and backbone providers. It would also threaten the equality of speech through which the Internet has begun to transform American political and cultural discourse. Barack Obama supports the basic principle that network providers should not be allowed to charge fees to privilege the content or applications of some web sites and Internet applications over others. This principle will ensure that the new competitors, especially small or non-profit speakers, have the same opportunity as incumbents to innovate on the Internet and to reach large audiences. Obama will protect the Internet’s traditional openness to innovation and creativity and ensure that it remains a platform for free speech and innovation that will benefit consumers and our democracy.”

(http://www.barackobama.com/issues/technology)

Moreover, Obama’s tech advisors include Reed Hundt (former FCC Commissioner during the Clinton administration), Professors Larry Lessig and Timothy Wu, and Kevin Werbach, all of whom are keen on opening up the US broadband market to real competition.

Anonymous said...

Wow, these posts are overwhelming and absolutely mind blowing, sad but true. If i would list all the problems i've had with comcast since i signed up (only about two years) it would fill up this web site. I've already wasted enough time and energy on this but after reading most of the posts and looking through my files and finding problems that i have forgotten about including names of people and employee numbers that i have spoken with concerning many many issues. I cant beleive this company is still in buisness. If i had screwed over all these people myself, i probably be in jail right now

doer human said...

"I cant beleive this company is still in buisness. If i had screwed over all these people myself, i probably be in jail right now"

unfortunately, this is nothing. comcast has 17 000 000 customers. how many posts you have here? a thousand maybe? it's not even a drop in the ocean.

only naive ones will believe that giants like comcast are succeptible to such minute complaints. have no doubt, they have THE RIGHT people shmoozed, local authorities shmoozed, people up on the ladder shmoozed, and as far as they are as big as comcast is, and as far as usa will stay a, pretty much, wild west decentralized economy, where everything is for grabbing, comcasts of the world will stay and flower.
sorry to be that way, but back in soviet union none of this would have been even possible. maybe big brother was bad, but fast to cut heads either. i complained once to a local news paper - i had several officials lined on my door step in 2 days bagging to fix the problem.

Anonymous said...

Its been a total of over a year and still my internet does not work properly. I know most of the technicians that work out here now, i've seen them all more than once. I have received no reimburssment from them whatsoever for their failure of fixing the problems. Their latest reason that my electricity is bad, yet somehow the only thing that doesn't work in my house is there sevice.

All they offer to do is send out a person to come look at it and tell me "nothing seems wrong..?" and tonight i find out that the appt. they set up for me to make sure our lines are working correctly is going to cost ME $50!!! Isn't part of what I pay them monthly and their equpitment in my home supposed to take care of service issues?

Not only do I have to deal with them, I suscribe to a game online, yes I know this is not life and death, but im a college student so money might as well be the same thing, and I cannot go to them and ask them for free time on my game because of time lost @ comcraps fault.

They won't even tell me what I'm supposed to do if the technician can find nothing wrong..they just want to keep charging me for a service that doesn't work. Unfortunately at the time I have no other options where I'm at. I'm beyond frustrated with them, and now anytime someone tells me they work for comcast I truly question their IQ.

Anonymous said...

It started with a service call because we had a weak signal to the least used TV in the house. First tech came (9/2/08) didn't fix it, but did take down our internet service and leave a temporary cable lying across our front yard. Next Tech came (9/3/08), got cable working except "On Demand", but said he couldn't do anything about the internet or "On Demand". After repeated calls we've been told it will take 7-10 days or maybe 30-45 days for them to get back to run a new cable. Said they couldn't even come and put us back in the condition we were in, with fine internet and cable service, except for the one TV. We use the internet a lot for work and home and this is a tremendous problem. It's hard to believe they can be this incompetent at customer service.

Account 09519-604877-03-9

Sado said...

Ok so I have been having issues with my internet for over a month now seems I have a lot of line noise which is causing my return to spike to the high 40s to low 50s I had a axxis modem which comcast replaced with a RCA thomson which has the same issue just a little less frequent. So finally I got fed up and pulled my old Motorola Surfboard out of storage. (I bought it from COX when I lived in Arizona) Hooked it up and all the problems stopped. So I did a little research on the modems found a article about how the surf board was designed to handle line noise better then most modems on market. So my real thought is if Comcast is giving their customers low rate equipment which is causing tech to have to go out on more service calls costing them extra labor wouldn't it be better for them to go back to the Equipment that works (BTW they use to provide the Surfboard as a option)

So I've dealt with calling the local office and late night techs for over a month atleast once a day because of cheap equipment. Which really pisses me off royally.

One more note one of the IST's instructed me that the old Motorola Surfboards were crappy modems and the RCA was better.

doer human said...

well, i had a tech here yesterday again, could not find nothing wrong with my dropping connection - again, but, at least, i have 2 achievements
1. i have area supervisor phone and name!!!! and he'll be hearing from me twice a day/s to come

2. now, i have learned something useful for everyone: how to reset the modem right.
usually, they tell you to unplug the power to modem and router, wait 30 seconds, repower modem, WAIT FOR 4 SOLID LIGHTS, then power up router.
WRONG!! the right way is to: power off router and modem; wait for about 10 seconds; power up modem; WHEN THE THIRD LIGHT STARTS BLINKING, then you power up router. tech told me that's exactly when comcast system is communicating with the inhouse network, and THEN it is the right time to have it all connected.
my connection already dropped once since that tech visit, and i did it his way. worked like a charm!

Sado said...

My personal opinion is since walmart sells better modems then comcast provides for around 50 to 60 $ if you have one of these POS modems get a Surfboard if it doesn't resolve it u can still return the modem to walmart.

.tif said...

Ever since we signed up for Comcast internet service, we have had intermittent outages where we cannot access the internet at all. These past four months, and especially since August, have been the worst service ever. My husband and I are both online students who need to use the internet every day to watch online videos or respond to class discussions. Sometimes, we do not have internet for over 24 hours. We have to go to coffee places, restaurants, or friends' houses to complete a project, all the while paying for internet in our own home.

I have been a paying customer for over a year, and have had several technicians, multiple phone calls, and an ever-changing list of excuses.

Comcast wants me to believe it is my modem, which I do not rent from them (it's a Motorola SBG900). But I have called Motorola and gone through some troubleshooting with them during an outage that ended up lasting the entire day (24 hours without internet service for two people who take online classes? yeah, lovely.) ... Anyway, the Motorola tech had me read the Signal to Noise, Power Level, and Upstream Power levels, all of which varied wildly from the norm. I could refresh the page and they would be completely new numbers. I was told by the Motorola tech that this was an ISP problem; my modem was fine.

When I called Comcast back to explain to them that I did not need to rent a modem nor purchase a new one because of my conversation with Motorola, they wanted me to have a tech come out with one of their modems. Did they come? Yes. Did they bring a modem? No. What did they do, you ask? Well, the tech went outside and fiddled with some wires, leaving the lock box wide open to the rain. He charged me $43 and the internet went back out 30 minutes after he left. (I am calling billing today to contest that charge ... we'll see how far I get with that, I guess.)

I finally talked to my neighbors, who are also Comcast subscribers (they have both cable and internet). They rent a modem. Guess what? Every time our service is out, theirs is too. It's gotten to the point that we ask each other if the other person has internet before we even bother to check ours ... why? Because it is consistently out at the SAME TIME.

That must mean that Comcast gave them a broken modem, too, right?

Or, it could mean that it's actually Comcast's problem as a service provider in our area. IMAGINE THAT?!

My neighbors said that Comcast is always telling them that they need to come out and do some service on the lines near our apartment. They don't tell her to get a new modem. Isn't that funny? No. It's stupid.

Finally, when I called Comcast with this information yesterday, what did the lovely woman on the other end of the line have to say to me? "Woops. It looks like someone has deleted your modem from your account records. Can you read me the SN and MAC ID again from the back of your modem?"

That's a blatant lie!! Do they have a book of excuses for customers? Was that excuse #437? Maybe I would've prefered #11: "It was lightning." Or #789: "Rabid squirrels." Or #62: "Your mom must've sat on the wires outside."

I have been a paying customer for over a year and while I was talking to her that moment on the phone, I had perfect internet service. How could I have working internet (for the first time in 6 hours) without having my modem registered with their service?

I am tired of the lies.

From what I've read here, there are plenty of people who have intermittent internet service that has nothing to do with their modems or their wiring.

I don't want a refund. I don't want my internet service to cost less. I just want Comcast to call me and tell me the truth. Just say, "Hey, we recognize our internet service is sketchy right now. We're working on it. Thanks for your patience."

Why do all of the techs and phone support people I talk to have to lie?

You already have a monopoly; I could switch to Verizon and pay for a phone line I do not need for slower internet. But, why can't Comcast just fix the problem with our service? Isn't that what I'm paying for?

I will take the refunds, but it's only a cover up for a greater problem that Comcast is obviously not willing to fix. They can somehow afford to hand back cash but can't seem to fix their own problems. That's sad.

I am so disappointed and know that when I graduate and move from this apartment, my husband and I will never be Comcast subscribers again if we can help it.

Never.

If I had my bill/statement with me, I would post my account number.

Anonymous said...

I get the "it's the coaxial cable" excuse. Hello? They replaced the drop to my house a few months ago after some construction equipment knocked it down, plus, I'm an extra class amateur radio operator and I have a 25 year relationship with coaxial cables. My connectors are all fine and I coat them with silicone grease. But my internet goes out intermittently for short periods of time (it's the co-ax, we'll send out a technician).

Comcast's eMail servers have also been a problem lately, with authentication errors and smtp errors.

But when I call them, I remind them that FIOS has come into my neighborhood and I'm really considering changing all my services.

Screw them.

Kenneth said...

Here I sit again waiting for the ready light on my modem to come on so that I can post this. If Comcast would track my outages I would NEVER have to pay a full bill as I did this morning. I swear that they let me make an e-payment and then I get the on again off again connection. If I make a call to them (on my cell phone since I have broadband based telephone) I get to hear some young kid read a script. If they don't know how to run a network let me do it. I'm a certified Computer Tech with over 20 years of experience. I'm losing the signal AT THE MODEM!! DELETING MY INTERNET COOKIES AIN'T GONNA FIX IT!!! SHEESH!!

Acct number comcast: 8777701340063665

Anonymous said...

Acct # 09568332473-01-5

I have been having constant problems with my connection from the begining of the year. During the day the internet connection would go down every few hours. And then I would call up and tell the customer service reps about the problem and they would make me go though the routine of shutdown, wait, restart, etc.

Then last month a guy was working on the outside box for cable stuff and he says to me - your line is hanging loose, do you have internet. The connector going into the junction box was almost completely disconnected from the coaxial cable. And on jiggling it, I could make my connection work or not work. So that was the problem all along and seems like some workman had not bothered replace the connector but rather taped it up and moved on.

Then I call up Comcast to complain and ask for some kind of reimbursement for lack of service for over 6 months. I am on hold for 45 minutes, then some guy comes on who traces my entire complain history and finally agrees to take my complaint down. Writes all the info down, takes my email, etc. and says they will get back to me in a couple of weeks but I never hear from them till now (2 months later).

What a scam - keep people on hold for ever (hoping they will just give up). Then try to ask them for complete details and peoples names they spoke to in the Company (they never give out names and they know all the account history anyway). Finally, if they do get past all these hurdles, pretend take down their info and end the call. - We are not returning any money once we get in into our Comcast company account (even though we might have not provided the Service that we promised to provide in return for the fees that we charged our customer).

-R

Jacob said...

Geez, where do I begin? Well, first off, it took forever for them to get anything (we got the triple play package) working, we let them know in advance foolishly thinking that it'd be ready for us when we moved there. When they finally got it setup things went fine for a few weeks, then we started having extremely frequent, short lapses in internet connection. Then we lost it completely, turns out the modem they gave us was broken. So we got another one and another few weeks of uninterrupted internet. And after that we occasionally had lapses, not bad enough to call customer service. That went on for a long time. Now, as in 2008 to now, internet connection lapses are happening at least once a day. We have to reset every single PC, the router, and modem in order to get it working in the morning. It usually goes out at least 8 more times during the week, which is about 8 too many times a week. I have also noticed a huge throttling of any non standard port or protocol (in english bit-torrent and game servers, etc.) I have tested ping and speed with the ftp and http protocols, huge difference, same server, same PC, same file. I also tested on the standard Http port and a random one, again, same file, same server, same pc, big difference in speed. I am getting pretty sick of these connection lapses and the terrible lag on Xbox Live and such. We've given up on calling whenever the internet goes out, because we get an hour on hold and the gayest music which I suspect is supposed to torture us until we give up, int eh miraculous even that we get through to a human being we get the run around, turn off the modem, blah blah blah. And that's just my internet, I'm not even gonna start on our phone problems, the only reason we keep the land line is because our security system needs it to function, we're seriously considering dropping the phone service and just hoping no-one tries to break into our house. At this point phone isn't a big issue, we use our cell phones for everything, I just want my internet to work and work consistently, not when it's convenient for Comcast.
I can't wait til we move again, and we will go out of our way to get anybody but Comcast at this point, until we get COX or another good broadband company around here in Jacksonville FL we're stuck with Comcast. Cox, please come rescue us from this terrible monopoly. This has got to violate some anti-trust law, anyone looked it up?

The Acct # is 8495741017168877, although I highly doubt they will do a thing to improve our internet.

Anonymous said...

My service was shut off today for non-payment by this inept collection of dim-witted morons. The trouble with this situation is that they've been cashing my on-time checks all along. How can they be so consistently poor at what they do?
I moved in April 2008 and transferred my service to a new address, three miles from my former home. The nightmare began with this seemingly simple transaction. The first service technician was late by many hours, and after spending four hours at my new home accomplished nothing. Well maybe not nothing - he did leave garbage from the modem set up strewn on my floor. A second technician arrived days later and informed us that our telephone number, which we have had for eighteen years, was not transferrable, despite the fact that they serviced it for us at our previous address. We got past this episode and were victorious, but not without much tenacity and stubborness employed in order to prevail.
This has been followed by at least ten service interruptions over the last few months for no apparent reason - somehow these are remedied by calling the 800 number, waiting for ever, and then asking for a "bullet" to be sent.
My wife had to visit their local office twice last week, once to return the old modem which the technician would not accept - thank goodness we didn't throw the piece of junk away - and a second time in an attempt to get them to post our invoice payments to our new account - it seems they were still utilizing our old account number, which was already closed, and our payments were not being credited to our current account. The woman in the office assured my wife that it was taken care of. Despite our best efforts this morning the predictable occurred. All three services were out - phone, internet, and cable. When I called to see what the issue was I received a recording telling me that my account was past due for an amount over $500. Stunning news since we never miss a payment and they cashed all of our checks. The first joker I got in touch with insisted that there was nothing he could do until we paid up - he did not belive for a second that we were up to date. The second fine employee seemingly hung up on me by accident after taking my information and din't bother to call me back. The third time was a charm - service restored, for now at least.
A call to Comcast's corporate headquarters was useless. I was switched to an endless on-hold hell. I finally caved in and chose the option of leaving my call back number - this was around 10am - no one has responded and it is now 9:30pm.
Once I have identified an alternate supplier I'm leaving. Comcast is just plain awful regarding customer service and apparently will never get better. I made an on-line complaint with the FCC this morning. I encourage others to do so as well.
Good luck!
Account # 600030187780

Anonymous said...

I only WISH I had a chance to transfer 250gb in a month. This weekend's just another typical scenario.

Here's how the logs go..

2008-09-12 22:26:22 6-Notice E102.0 SW Download INIT - Via Config file d11_m_sb5101_silver_c01.cm
2008-09-12 22:26:50 6-Notice E112.0 SW download Successful - Via Config file
1970-01-01 00:00:12 3-Critical D001.0 DHCP FAILED - Discover sent, no offer received
2008-09-12 22:53:02 3-Critical R005.0 Started Unicast Maintenance Ranging - No Response received - T3 time-out
2008-09-12 22:53:35 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o
2008-09-12 22:53:35 6-Notice M573.0 Modem Is Shutting Down and Rebooting...

Then.. repeat the last three endlessly every 20-30 minutes until they decide to fix it Monday or Tuesday, and that's only a hope.

What's a contracted tech sent to my residence going to do about the software update being pushed? Not a thing except look for a way to charge me a service fee.

I tried spoofing my MAC address to get a different IP, which worked to get me into another subnet, but the issue's the modem config.

Why must they create problems? Is this their new network traffic control plan? This is my day job, but it wouldn't be if I were as inept as these guys appear to be.

Anonymous said...

LIMITING SERVICE BEFORE PROVIDING IT?

Before Comcast follows through on their threat to cap monthly bandwith they might want to address customer service issues with that service. A few months ago my speeds were so, so, but bad enough to call Comcast. The technician assured me it was my modem, and having had it for a while I agreed and bought a new one. After buying and installing the latest Motorola Surfboard, one step up from the current Surfboard offered by Comcast, I was achieving the same speeds as before. So, I called Comcast again. Although, I wasn’t calling to complain, I called to get a faster package. Unfortunately, the technician told me I already had the fasts package Comcast offered. Upon request, I sent the technician pings, traceroutes, etc., via email. The technician told me everything looked normal and it must be my modem. What the technician didn’t count on was my being a UNIX Administrator with knowledge of these tools. The routes had latency all over it. Explaining that these tests results were bad only frustrated the technician. He then insisted that he had to send someone out to replace my modem. Having no patients to wait around for hours to hear what I know is true… the problem exists outside, I declined the appointment.

Yesterday and today, I have reached my boiling point. It took thirty minutes to watch a seven minute You Tube video. Today, Comcast’s SMTP server is deferring my mail: “Sep 16 15:35:29 homer sendmail[7630]: m8GItnI06966: to=TO_ME AT YAHOO@yahoo.com, delay=00:39:39, xdelay=00:00:00, mailer=relay, pri=120308, relay=smtp.comcast.net, dsn=4.0.0, stat=Deferred: Connection timed out with smtp.comcast.net”

I am a local business supporter, so being in Comcast’s backyard, I will give them one more call, but then I’m done. I have heard too many people in my area rave about FIOS.

Account #:09531 132156-03

Bryan said...

Hello, My Name is Bryan Muller.

I posted a comment a while back about my displeasure with Comcast.
A very nice lady by the name of Cindy Calobeer-Cook from the Executive Escalations Department had contacted me; she was very polite, and tried to be very helpful.

She sent out a tech to my home to inspect my wiring as I’ve been having some major speed issues (132kb [kilobits] down and 12kb [kilobits] upload) My Ping times range from 355ms to 769ms. This is an average between the servers from www.speakeasy.net on the Seattle and Los Angeles servers. (I’m in Oregon) Mind you, this is on an 8 megabit line that I pay about $70 a month to have. I do realize that speeds aren’t guaranteed 24/7/365 however, I should be getting 8000kbps down and 2000kbps up, but, I’m not; No where even remotely near that.

Speed issues aside, the line also has been dropping for no real reason almost every 15-20 minutes, regardless if there is internet traffic on it or not. All the Comcast technicians that came to my house inspected my lines and have found nothing wrong with them, so, they blame the modem. Well, I know for a fact that it’s not the modem because I’ve gone through 3 or 4 already and all of them are giving me the same problem. I’ve tried resetting them back to the Factory Default Settings, and that’s still no help. (Incase it makes any difference, they’re Motorola Surf Boards).

Okay, so Comcast says “If it’s not your modem, then it Must be your Router”. Well, again, Comcast is wrong. I have a D-Link Gigabit Gaming router, and never had any issues with it whatsoever. I still get my horrible speeds even if I’m hooked up directly into the modem. I’ve tried different routers; and yes, all my ports are unblocked. I have more than 10 years of experience in Computers and Technology, I’ve been working with it ever since I was about 7 years old. I was already programming at the age of 13. I know what I’m doing, and my computers are fine, they aren’t plagued with Spy Ware and Viruses. (I would know)

Comcast, if you read this, you Need to fix this problem. You say that you are working with customers to provide “An Amazing Internet Experience, For Everyone”. Well, what about my experience? All you have done is give me the complete run around. You haven’t tried to fix anything, all I get is a tech that tries to pin the problem on my equipment. I want you to fix my connection; no more excuses. If you can’t do that, I will be leaving you as a customer, Verizon FiOS is coming to my area in a month or two, and they can provide a much better package for less than you. If you don’t want to loose all your customers, you need to start caring.

Bryan Muller
Customer #: 8778 10 414 0530687

Anonymous said...

Has anyone reporting dropped internet service on Comcast lines tried putting their modem/router on a UPS? I have had both of mine on a UPS for years and never had downtime with my previous service (Brighthouse), so put my new Motorola Surfboard (owned) on the UPS along with my 11N router as soon as they were unpacked. Before I unpacked the UPS, I'd had a modem failure every time the power in the house fluctuated--something I was warned about by a friend. They now have their modem and router on a UPS as well.

Anonymous said...

Oh, and I haven't had any drops (2 weeks) since I found the UPS and put the router & modem on it.

bfb2k said...

This is a business account. Had to sign a 3 year for the account. I then moved from this service to a new address. Advised comcast wanted to transfer service. The rep then had me resign contract and take modem to new address i though all was well.

Apparently they setup an additional account instead of transferring service. From the old address i received forwarded mail with a bill for service that was suppose to be cut off weeks ago.

I then go to a local comcast office to check on the matter, but due to it being a business issue the only thing they could do is put in a request for service disconnection (or take my money for a bill i do not owe).

Calls to comcast's billing take forever on hold. Finally after the long boring wait listening to them trying to sell me their crappy TV service. The rep informs me that I called to disconnect the service on the 13th of the following month. That call was never made by me, i went to the office to have the service turned off that wasn't to be on.

After getting no where with this rep, i asked to speak with a supervisor, so, instead of a supervisor i get a nice voicemail box instead.

GREAT PR COMCAST!!!!!

Old Account Number - 8220160120124564

Current Account Number - 8220160140157511

Dave Dammit said...

Here is a love letter I sent to the Vice President of Customer Service, Rick Germano at Comcast last night:

Hello Mr. Germano,

I just wanted to write you and tell you about some experiences I've had with your company. I want to start out by informing you that if I ever have the opportunity in any fashion to defame your company I will. I do not care about lawsuits, defamation of character laws, cease and desist orders, etc. You are part of the worst, most unprofessional company I have ever had to deal with. Your employees are inconsiderate and incompetent, and there are obviously some SERIOUS communication issues within your company.

So, back in April of '08 I decide to open an account with Comcast. I ask the lady on the phone if there are any good promotions going on. She says, "Well how does $25 a month sound Sir?" I told her that sounded like a great deal and we set everything up. Well imagine my surprise when I get a bill for $66.00! So I call Comcast and the first employee I talk to says, "Well, whoever gave you that quote was not supposed to do that, and you can be guaranteed that they will be disciplined." Well, smack my ass and call me Rick Germano, that makes me feel A LOT better! What do I care if one of your incompetent, untrained employees broke the rules to get me a better deal?? Hey, guess what? It wasn't ONE employee that quoted me that price! I had to call back the next day to set everything up and THREE, that's THREE(3), tres, other employees APPROVED that quote. Are you going to discipline them? Anyway, I work my way up your god-awful, horribly disconnected company ladder until I was finally put on the phone with some jackass manager that sounded like he was eating Twinkies and watching "Scrubs" re-runs. He asked me two questions and said, "Yeah... you're right. You get the promotion for the next 5 months." Great, wow, after all these moron employees told me, "Well, GOOD LUCK Sir! A manager can't help you!!" I WAS right... so I thought.

So another bill comes and it's for around $40 and at this point, I have nothing left to argue about because no other company (that probably has decency, honesty, and knows how to treat customers) will come around certain districts in Knoxville, TN.

So, I get a call from Comcast one day and this girl actually sounded like she knew her ass from last Tuesday and actually admits to me... and let me repeat this for effect... she actually admits to me on a RECORDED PHONE CALL how many bonafide waterhead morons she works with on a day to day basis. Oh, I forgot, another lady at Comcast confessed that to me as well, and then she proceeded to give me the phone number for her manager, whom never called me back after I left her a brief and professional message regarding my service (or lack thereof). I guess she was too busy training her employees and polishing her "Manager of the Month" trophy.

Anyway, the girl calls me from Comcast to let me know that I owe money and I laugh because there's no way in any depth of hell I'm going to blindly pay your corrupt, dishonest company a dime without some sort of list of charges. Anyway, AGAIN, this girl on a RECORDED PHONE CALL, says, "Gee, they haven't done one thing right with you have they? I don't even see one month where they charged you the $25 they promised. Ok, just pay me $47-something and we'll call it even." Perfect, I pay, and your pathetic company along with your hundreds of incompetent employees in Knoxville, Tennessee are out of my life.

So now we get to last month. My girlfriend and I decide to move in together and we find a nice house. Well, I am a college student and need internet so I call KNOLOGY, because even if the damn Cookie Monster or Slingblade answered the phone I would be assured to have better service and more honesty than Comcast. "Sorry Sir, we don't service your area!" Oh no! Crushing defeat! That's like having a dream about millions of dollars, and beautiful women, and lots of fame and fortune and then waking up and realizing that you have an awful case of indigestion and the runs.

So I call Comcast and a really sweet girl named Ashley answers the phone. She explains to me that she is so confident in her ability to assure me a deal of $25 a month that she will now present to me her name, ext. number, the days she works, AND an authorization code. Wow. Now this girl sounds smart, she's been helpful, AND she sounds like she actually cares about the customer. Wait, is this Comcast? Then there was moaning and weird sounds and I realized I was on the phone with a 1-900 sex line... no I'm just kidding it was really Comcast. So anyway, this sweet girl Ashley says, "Don't worry. I will take care of you. If there's ANY problems with your bill call me." Well, I called tonight, and after that automated dumbass woman on the phone service didn't even recognize my number 3 times in a row (even your computers are incompetent buffoons) I was transferred to some guy that sounded like he was trained a few minutes ago. Er... seconds ago... er... maybe he was trained? Ok, so he tells me that I don't get my $25 a month because I don't have... wait... déjà vu?? No way! He says, "Well, she wasn't supposed to give you, blah blah blah..." Wow, so yet AGAIN, your company has screwed yet ANOTHER customer over.

The tight blue jeans-wearing, cut-off shirt wearing, Melissa Etheridge man-thing clone at the main Comcast office off of Asheville Highway told me that no one can catch a break around here. I agree with her. You guys do have this corrupt, good ol' boy monopoly on the cable TV and cable internet service around this area. And I guess there's not a damn thing I can do about any of this but let whatever sore son of a bitch lackey you have in your office read this letter and laugh before it gets tossed in your "rotary file." Either way I feel better knowing that when I get rich, I will go OUT OF MY WAY (radio and print advertisements, writing songs, protesting, screwing your wives, etc.) to make sure that someone has an option not to deal with you and your incompetent, dishonest, corrupt, and ass-backwards company.

Karma's a bitch,

Dave Dammit
Knoxville, TN.

Acct.#: 04418 347051-07-2

P.S. I've already filed a complaint against them to the local Better Business Bureau. I'm also contacting my state's Attorney General since they are advertising services at prices that they do not honor.

Elena Deanda said...

I don't know where to start:

1) I have a problem with both cable and internet service (going on Monday from semi-service to non-service at all on Wednesday) I call on Wednesday, they send someone on Friday. Technician says there's nothing he can do, it's a wiring problem, they will send people to fix it on next Wednesday and everything will work as usual.

2) On Wednesday, I call for a refund being sure the problem will be resolved. Customer service representative cannot help me in any sense. I ask for the supervisor, supervisor Kenya Boughs, or something alike, was not understanding, called me a lier, and could not resolve a thing. People came, though, I expected to have service, these people said they will check on my connection. Never came. I call again Comcast to schedule (AGAIN) an appointment, they gave one today on Friday at 11:00.

3) I had to work but I delayed my duties in order to wait for the technician. He did not came at 11:00. I called customer service. They told me they will came sometime between "now and 6 pm". I recalled him that my appointment was at 11:00, he said he will call me back to update the status. So far, no telephone call at all.

Why is your service so unprofessional and even so cynical. Customers and service must be your main priorities but they are not. Calling customer service is painful: nobody can resolve any problem, you have more than 20 to 40 minutes listening to music and at the end, there is no resolution at all. I belong to a french and a hispanic community and believe me, if a don't have my service this weekend (oh, because I have to have a refund for two weeks of no service at all), I will not just cancel my account with you and move to Directv but also I will start a campaign to persuade all my friends and acquaintances to drop their accounts with Comcast based on my bad experience not just with the service but especially with representatives. Worst thing, you are not reliable for the collective actions of your company. I'm very dissapointed and I will express my opinion everywhere I can.

Anonymous said...

we had comcast for 4 months now and there problems still with there service like our cable modem going out and the digital receiver messing up once in awhile be watching a movie and boom no more picture. we reach the point where just the other day we hooked up our old direct tv receivers and turn the service back on. next week no more comcast in this house. good bye comcast forever. you totally suck.

EC said...

I've been getting mass email blasts from comcast stating a revision to their 'Acceptable Use Policy'. It says every user has a download cap of 250gb a month and arrograntly implies that you must be doing something illegal to reach that cap. They justify this by saying that such a user would be taking bandwidth from other comcast members. What about their 'Fiber optic' network they advertise? (The Fiber to the node). The reason we're paying jack high prices to upgrade their netowrk in the first place! Now, comcast is canceling thier Giganews newsgroup benifit. (Oh, BTW they did take away Spike tv & another channel without replacing it via the basic limited tv service). Its sounds like a downgrade to me.
I ask, "What's Next"? When will they put the squeeze on Vonage net phone, netflix video downloads, GoToMyPc or software as a service companies (eg Microsoft's future) just because they are a competitors.
You know, I used to be ok with Comcast, with the McAfee antivirus, but now, I'm seeing fewer reasons to stay with them.

Kenneth said...

I'm waiting for the ready light on my modem to quit blinking so I can post this. What ism it like to have an "always on" broadband? I have a "sometimes on" broadband. I long for the days when I could search the web, play games, send
e-mail and blog ay will but alas, I have Comcast. A Tech showed up and put his hand on my modem and loosened the coax connector. Coincidentally it started working at that time (it died a half an hour later). He told me that he
would tell Comcast that I stopped him at the door so there would be no charge. No charge? I'm paying $50 a month for a service that barely works!! Still a blinking light on my modem. The person that they handled the escalation has
to use my cell phone to call because I have Vonage. That's okay. She quit returning my calls. I'm doing this in
notepad so that I can copy and paste it in the small window of opportunity that may arise when and if my connection
comes back.

Maudman

comcast: 8777701340063665

Anonymous said...

Look if your services don't work cancel it. I work for Comcast we are not a monopoly there are plenty of TV and internet providers out there just not as good. For each 1 person who has a problem there are 50 who are satisfied, no mater what you say nothing going to change Comacast isn't going any where so get over it and move on with you lives, life is to short to spend it complaining about every thing you don't like, so please get a life.

Ps.

Thank you for using Comcast have a nice day :)

Anonymous said...

Hi my account number is
095929 293002-04-6

I ordered comcast in DC a year ago, and I cancelled in May 15, 2008 and moved back to California to attend school. Comcast fucked me in the ass before, so this time around, I got the name of the representative and time of cancellation. I tried to ask for an email or confirmation number to reference my cancellation, but comcast has no such thing,probably to rip you off, which is what exactly happened.

Two months later in August, I get charged 120 bucks for internet for the months of June & July & August, even though I have already cancelled and am not living there. My landlord has to forward me the mail.

The comcast representative I spoked to said that comcast failed to disconnect internet physically, so they will prorate my account and still charge me 10 dollar fee - because they failed to send a contractor to physically disconnect internet? He states some bullshit backwards justification that I could have used the internet during those months. (I had moved already and was not using the service) Since when I am responsible for a company's negligence? Comcast certain thinks I am because they won't erase the charges and only can prorate i, for the charges which I did not use, even after I have cancelled and have the fucking representative name and time!

To top that off in October, I get a collection notice from credit protection association stating that I owe 40 bucks to comcast for equipment. I never ordered a cable modem from them because I bought my own linksys and told the comcast my serial number and mac address. Comcast doesn't even have the fucking modem on file and are making up shit to charge me extra. This will probably hurt my credit.

Fuck, I'm thinking of going to small claims court - because I know they will lose because they are outright lying. They have no evidence of the modem they lent me so I'm not sure why they are charging for things I never received.

I don't care about the 40 dollars or the 10 dollar cancellation fee or other ways comcasts fucks consumers to make an extra penny! I'm just fucking pissed and will just fucking fight for an ounce of justice.


I've paid all my fees on time, and I get slapped in the face with extra fines and outright scams! I don't know if the company's organization is just extremely disorganized or the workers or incompetent or the company is actively going around being predatory.

Look, I know it's a monopoly and all, but if this doesn't get fixed, I swear I'll do everything in my power never to subscribe to this service again. Fuck - I can use the internet, buy DVD's, get satellite, get AT&T, among other things and tell my family and friends to avoid this company like the plague.

Anonymous said...

Runaround by Comcast
October 2, 2008

When I arrived home, I noticed that I had no cable TV, phone service, or wireless internet. Being that this was an important night (vice-presidential debate), I called Comcast (1-800-COM-CAST) immediately. I pressed “1” after dialing the number and reached a representative in their cable-TV department. I did not understand his first name, but continued to tell him of my problem. I first asked if there was any information in my record of the cable to my house being buried, since this was an initial problem when I first moved in (after having no Comcast service, a technician in 2007 replaced the cable after he noticed that the cable was exposed, and was cut by apparently the lawn service). He did not have any information on whether or not the cable was, indeed, buried. After a short conversation, he said that he could send a technician out the next day between 9:00 am and 5:00 pm. I told him that was not acceptable and wanted to have a technician out this evening and asked to speak to his supervisor. I was put on hold for a short time, and then he came back on the phone and told me that there was an outage in my area, and that the service technicians were “on the problem.” I asked again if there was indeed a problem in the area, and he said “yes” that service technicians were on the problem.

As I was changing out of my work clothes, I started to wonder whether or not the “call center person” was just trying to appease me, so I called Comcast back, and this time pressed “2,” which was the internet service department. I spoke with a Katrina (last name not known). I asked Katrina if there was an outage in my area. She responded “no.” She noticed in my records that I had just called in earlier, and I told her of my conversation with “unknown” telling me that there “was” an outage in my area. Once again I asked to speak to a supervisor. I told her that the outage story was apparently just a blatant lie, because I asked that a technician be sent out that night. Katrina was helpful, in that she tried to send signals to my modem to fix the problem, however, when that failed, she returned to tell me that there was, in fact, a problem outside, and that she was going to see if a technician could come out to fix it that evening. Unfortunately, I was put on hold, and then disconnected.

Third call: This time I called Comcast back and, once again, pressed “2” for internet service hoping to speak with Katrina. I reached a “Marie” who I told my story to for the third time. She said that the quickest way to get service out to me would be to transfer me to cable-TV department, which she did. “Victor” answered the call. After repeating my story for the fourth time, Victor assured me that there was no outage in my area. I asked to speak with his supervisor, apologizing to him that I was just getting frustrated, and wanted to get the problem resolved that night. I was put on hold for a short time, and Victor returned to tell me that there was a “general problem” in the area until 11:00 PM that night. I asked if I could “still” speak to the supervisor, and he said “he” was unavailable. I then asked what his supervisor’s name was, and he said “Ruth.” I have no idea whether this was a first or last name, but Victor said his/her employee ID number was RYG0608. Strangely, I could hear the supervisor “Ruth” giving Victor his/her ID number in the background (even though this supervisor was “not” available to speak with me).

Friday, October 03, 2008

Since I still had no cable TV, internet, or telephone service at 6:30 AM, I called Comcast back to schedule a service appointment on my way in to work (approximately 8:30 AM). I was told that no service technician was available until Saturday. I initially scheduled my appointment for Saturday between 9:00 AM and noon. The representative asked if I wanted a 30-minute call before the technician arrived, and I declined. When I arrived at work at 9:00 AM, I called Comcast back and told [name unknown] that I would prefer the 6:00 AM to 9:00 AM service call, and that I would indeed like the technician to call before his arrival. The representative told me that if I did not answer the phone when he/she called, they would not show up. I asked what number they would be calling, and he said my home number. I reminded him that I did not have any telephone service from Comcast, therefore I could not possibly answer my home phone. I then gave him my cell phone number for the 30-minute advance call.

Saturday, October 04, 2008

8:30 AM, Bill, the Comcast service technician, called me on my cell phone and showed up at my house within five minutes. I showed him the “box,” which is located in my neighbor’s back yard, and also the exposed cables located in the common area. The first thing he noticed was that my temporary cable installed a year ago (September 2007) by Comcast was never replaced, nor was it buried. He also said that my neighbor, who has Comcast internet only, was sharing my line.

When he was done with his repairs, I was told by the technician that the Comcast repairman that repaired my neighbor’s internet connection, cut my line intentionally, so that my neighbor could not receive free cable-TV or phone service, thus cutting off my service entirely.

Sunday, October 05, 2008

8:20 AM, I received a call from Comcast, since I had posted this complaint on their website the night before. Qui was, of course, very apologetic about my problems. I asked Qui how long she had worked for Comcast and she told me a little over two years. I suggested to her that she find another job and that I personally would be embarrassed to be associated with such a horrible company. She had no comment to my suggestion, but once again apologized. I asked that I be credited for the two days that I had no service, which she agreed to.

Conclusion

First of all, the deceitful responses that I have experienced from the Comcast’s representatives after my initial service calls are revolting. In addition, to not be able to speak with a supervisor, who was “never” available (even though one was apparently standing next to the representative, giving him his/her employee ID number) is very poor judgment on Comcast’s behalf and bad PR. I have all intentions to report this to every governmental agency to expose Comcast’s conniving methods to deceive their customers. I have already posted my complaint with the BBB. I am sure that I am not the first person to complain to the Bureau after reading the blogs on “Comcastmustdie.”

I would also recommend that Comcast hire more “intelligent” people in their call center. It is obvious, that the most common response that their employee’s are taught is “I am sorry…but that is not possible…”. They obviously have no idea what they are talking about. If and when you “do” speak to a half-intelligent person, who appears to want to help you, you end up getting mysterious cut off. However, this is not “their’ fault, this is the fault of their supervisors and/or managers, who should be reprimanded.

MB said...

You say:
In the next few days, our site ComcastMustDie.com will be changing. This is partly because we have declared victory against Comcast, a vast, greedy, blundering, tone-deaf corporate colossus which, in one short year, has seen the light. Now it is now merely a vast, greedy, blundering corporate colossus.

But tone deaf no more.

As both The New York Times and Washington Post have recently reported, the company has heard our angry voices and taken concrete steps in the process of putting customers first. Meantime, it has used ComcastMustDie to specifically resolve many hundreds of customer complaints. There is a long way for Comcast to go, but there is also no question that it has been forced by us to reckon with us. Now we will employ the same formula to other serial customer-abusers.

Comcast says:
Dear Comcast High-Speed Internet Customer:

As of October 25, 2008, the complimentary Comcast Newsgroups service, powered by Giganews, will be discontinued.

I think what you said is mere self-promotional puffery, and essentially untrue. I think what comcast said proves it.

Anonymous said...

OK I heard about the web site and I had to see it for my self. I work for Comcast and yeah we do get a bad rap for Customer services but it is not all our fault. Customer expect you to have the ability to do what ever they want I worked in the call center for 2 years now and I get some of the stupidest request. Now look people if your car break down at 9pm can you call the dealership or mechanic and tell them to be out to fix it in Thirty min or else. No you can't so why do you think Comcast can. Field Techs have a work order that they have to go by every day some days we can fit people in the same day it depends on what time you call in the problem, other times we can't. If you hate the services some much why do you still have it you can go to dish, att, wow, whoever. Look we don't fix your computers, we will not come over and hook up your dvd player, we don't support Outlook we support Outlook express because it comes on most computers and yes they are different,we can not give you a month free internet when your has been down for 2 hours, because you run a so called business (fyi if you have a home business get a business account the price is the same techs will come out faster and it is AGAINST THE LAW TO RUN A BUSINESS WITH OUT ONE) Most people split there cable line off three and four different times then wonder why they have problems Comcast is going to be here forever we are the number one cable company in the world so just except it and move on your not going to bring us down with this little crappy web site. We will be long after this this site is gone, and for the people who say we should be ashamed of our self for working for Comcast , well I'll be ashamed right to the bank because the pay very very well they treat there employees great we have great benefits,they give us all services for free, and the even payed for me to go back to collage so keep on calling in because you are keeping me a job, please STOP CRYING LIKE A BUNCH OF BITCHES.

Anonymous said...

For those who have nothing to do but sit and wait for a Comcast technician to come to the door during one of their 4-hour blocks of time, the service is just fine. But some of us have better things to do, especially when they don't show the morning they are supposed to (or come just when you step into the bathroom) and then you have to wait another 4 hours. Or 8. Or 12.

What's wrong with an old-fashioned appointment? Say, 3 p.m. -- I'm willing to give them the leeway of 15 minutes either way. I'm not unreasonable, after all. I'm just a customer.

Kenneth said...

Okay, that's it! I'm done! I've had it! I have Vonage. Vonage works but it's only as good as your broadband connection. Comcast has me wondering what it would be like if I had a phone line that I could actually have a conversation on. It's been that way for months. I end up using my cell phone minutes. Gaming online with my friends? Forget it!!! I'm on the bandwagon! Comcast must die! If I have to listen to somebody in the alleged tech support tell me to empty the temporary internet files again I'm going to lose it! Comcast higher tier of tech support doesn't even return my calls anymore! If they tried they would find that my phone doesn't work. DSL may be slow but at least it MAY work! Tomorrow I contact Verizon to see what kind of deal they will cut me. I'm tired of this. I can't take it anymore!

Maudman

comcast: 8777701340063665

Good Lord! My connection died while I was waiting on the site!

Luis said...

For around 4 years we had Bellsouth DSL and there never was a problem with it, we also had their land line phone service. We were quite satisfied.

When we moved to a nicer area I unfortunately told my wife to check out if there was an affordable package for internet/phone/tv for us to take at our new home.

She searched online and found out about a Comcast package deal. We would save some money and even though we had Comcast in the past and were very unhappy with them then, we went ahead and switched to them.

Big mistake.

We've had Comcast since September and it has been nothing but problems.

The same internet issues from years ago still remain it seems.

However this time I decided to monitor my bandwith by pinging the connection. I come to see that Comcast actually drops the signals 1-3 seconds randomly. If you're a low-bandwith user who just occasionally checks websites or emails you probably won't notice.

But if you watch videos online (netflix, youtube, etc) you will notice the problem.

The modem has been exchanged already. The techs that were sent said the lines outside are fine and that the tests they do show there is no problem with their service.

When we're online, we will randomly start getting the page not found errors, I will be booted from games like Anarchy Online because of connection lost issues.

Also the phone line goes out randomly, or the audio gets real bad. Since both the internet and phone service goes through the same modem box, I believe the problems of signal dropping is shared.

We've even called Corporate, and even though they sent an expert the problem came back a week later.

We're not the only ones in the area, friends who live in our complex also have the same issue.

This is a very cheap way for Comcast to save bandwith and goes against all their "Comcastic" advertising.

Where is my "faster than DSL" service?

Bellsouth DSL in the years I had it NEVER dropped me in the middle of my online gaming or gave me "Page Not Found" errors at known sites like cnn.com, google.com, scifi.com and others.

Apparently Comcast's poor service even has a video dedicated to their incompetence.

http://www.youtube.com/watch?v=CvVp7b5gzqU&NR=1

I can't deal with this company any longer, thus my wife is now in charge of contacting their Corporate reps to get this fixed because I probably would just scream at them.

Anonymous said...

I'm posting this on the internet problems site although I'm bundled and have problems with all there services; internet, cable and phone.
They went out during hurricane Ike from September 13 through 17,came back up on the 18th through the 26th, went back out on the 27th and have been out since.

Every call to Comcast results in a different story with no two being consistent. Explanations range from hurricane damage to node damage, to mainframe problems, to local lines down in my neighborhood and simply to an admission of a widespread outage of undetermined origin.

Comcast cannot tell me when service might be restored. I asked whether it might be in a day, a week, a month or a year. They did say it wouldn't be a year and probably not a month but couldn't be more specific.

My last call to Comcast resulted in a promise to send a technician to repair downed lines at my house although in previous conversations with Comcast customer service I was told the problem was not in the neighborhood but was widespread and was being worked on around the clock. The Comcast technician who is to come today will have a hard time repairing downed cables since all the cables in my neighborhood are underground.

My Comcast account number is 8777 70 206 0739344 and I would like to hear from Comcast but they can't contact me by phone or email since both are out of service.

Is this what Comcastic means?

Anonymous said...

Re:fyi if you have a home business get a business account the price is the same techs will come out faster and it is AGAINST THE LAW TO RUN A BUSINESS WITH OUT ONE)

////

What the hell are you talking about ? It is against what LAW ?

The price is NOT the same and theservice is the samelevel. Crap.

Anonymous said...

October 6th 2008: while hooking up new customers all of the services on this account stopped working.

Comcast Account: 8777 70 173 00 53151

I'm writing on behalf of a woman above who is my Aunt. She is 70 years old and since she bought Comcast's entire package she has no telephone, no internet and no television until October 20th! They say that a tech cannot be sent until then. This is an emergency! The woman has serious health problems and needs all communication now! Surely Comcast can spare a technician for somebody with almost no connection with the outside world due to the fact that she put all of her trust in Comcast! She just spent a week without power due to Hurricane Ike for crying out loud! I'm keeping a copy of this just in case something happens and she cannot summon emergency assistance. How low can you get? I guess that there's low, lower, lowest and the Comcast kind of low.

Anonymous said...

Comcast is limited the amount of bandwidth you can have. AND discontinuing newsgroup access!!!!
"The Comcast Newsgroups service has been discontinued. We apologize for any inconvenience. If you have already signed up for Comcast Newsgroups, please be aware that this service will be discontinued on 10/25/2008"
How about a lower bill! Comcast you suck!

Mark said...

Customer Id: 05014 332827-04

Sunday morning, neighborhood power failure. We go out for breakfast, come back, power is back up. First problem is now our cable modem is not working. It gets power, but doesn't negotiate with Comcast. We call, get put on hold for half an hour, to find out that "yes, the power outage broke the cable modem". Since we are "renting" the cable modem, we can bring it to a Comcast service center to replace it...on TUESDAY. No, they won't send a service person out for that.

I should mention here that my wife is a full-time college student, and that she had a class assignment due on Sunday before midnight. This doesn't work for us, so I run out to my local $discount_electronics_chain a get a replacement, at the cost of $80 plus tax. I return, new modem in hand, and we plug it in. Comes up right away. That's good, so we call Comcast a second time so we can provide the MAC address and have it added to their system. They do that, and all we can get now is the "setup" page.

We find out that the reason for this is that our internet account is not associated with a comcast.net e-mail address. Worse is the fact that Comcast KNEW this was a problem with accounts, and that they made no effort whatsoever to contact customers and fix it. Their response was "we've escalated it, but we'll get to it when we get to it."

This is totally unacceptable. When a customer pays for service, they expect service, not excuses. Comcast knew this sort of this was happening, but made ZERO effort to contact customers to fix this issue. Now, we have no service, probably won't get it back Monday, and might not get it back on Tuesday. Meanwhile, we're still paying $3.00 / month for renting the cable modem that we already replaced out of pocket once before.

I want my service restored, I want that $3.00 / month fee removed, and I want a formal apology from Comcast for not addressing problems they KNEW existed. It would have been one thing if this was the first time this had happened. But based on what I got from the phone call, Comcast already knew this was a widespread problem. Their "head-in-the-sand" approach to dealing with issues like this is unforgivable. If it wasn't for the fact that our only other internet choice here is dial-up, we would have gotten rid of Comcast long ago.

Anonymous said...

My problem is to long to go into and spend more time I have already wasted hours on my issue only to end with Bruce Crooks Senior Director of customer service. I have left him messages which he later says he never got and then tells me he will look into the matter and call me back in the next few days 2 weeks later no call so I leave a message for him to call me I have not heard back yet.Now another week and a half and guess what no phone call still. I left a message for him today just for the fun of it. Now if the Senior Director can not follow up as promised what do you expect from the rest? Nothing
If you need to reach him his number is 302-504-2032 good luck

Anonymous said...

A few months ago I experienced just how dishonest Comcast is. Certainly, they don't care about you or customer satisfaction.

I started with Time Warner TV cable included with my rent, then added Internet. I never had an issue with Time Warner that wasn't resolved.

My trouble started when Comcast took over.

I planned to move into the apartment above me. I then decided not to move as the Landlord didn't do the necessary repairs and advised Comcast to cancel.
Unfortunately, they went ahead and transferred my service upstairs anyway and left my home-based business in my actual apartment without internet service for several days. To re-establish the service, they double charged the Installation Charge when no installation was necessary. Then charged me a Connection Charge. Then charged me for a technician to come out to my home to deliver the Installation Kit and reconnect me(another charge & unnecessary). In the end, all that was done was to flip the switch somewhere to turn me back on. Comcast offered me a $19.95/m. special and billed me at this rate.

I received a whopping, overcharged bill!

When I called Comcast Customer Service to complain about this bill, I was told that I was over-charged around $140 and that my monthly rate was $33/m. and should be changed back to $19.95. Sorry sir! A Supervisor (name witheld) assured me that it would all be staightened out and needed 2 days. He concurred on the overcharges. The Supervisor never returned 5 calls/voicemails in the next 10 days.

I am now paying $33 and I got a $50credit. Far from what was promised.

I think Comcast believes that customers are sitting ducks.

They have acted dishonestly with me. An arrogant attitude. Time Warner was never as bad as this!

If Comcast will do this to me, would it be far to consider that they could be doing it to another million customers or more?


MVP

Account # 8777 70 122 7946487

Tom said...

I live in Vancouver, WA and only wanted something very simple done. My wife and I wanted a cable outlet that wasn't working to be fixed and to have internet set up at that same outlet. My wife called Comcast to set an appointment and they said they would be at our house the next day on 10/14/08 between 8 AM and 7 PM. At least it was only an 11 hour window and not an entire day to waste. So the next day my wife took the day off and was home all day. I went to school, came home, did my homework and still no Comcast. I called at 5 PM to make sure they were still coming and yes we were on the list. At 8:30 PM I called again to see what happened and I still don't know why no one came. Comcast felt it wasn't a big deal but they were sorry for the "inconvenience" and would have someone here the next day. I wanted to know exactly when they were going to be here and apparently they would be here between 8 AM and 7 PM. Well that's convenient. I talked the "customer service" guy into putting a note on our order for dispatch to be here between 8 and 9AM. No one called or showed up this morning. After being lied to by a "supervisor" and a couple of "customer service" people, I am very mad with the way this has been handled. We are going to try again tomorrow with our fingers crossed but hopefully someone should be here between 8 and 10AM. Since they understand how we were inconvenienced they are going to be nice enough to credit our account $20. I really hope that sarcasm translates well through this blog! Thank you Comcast for the time that I found the last few days to search for new television and internet providers.

tom_merit said...

If anyone at Comcast has anything to say about my previous comments I can be reached at 503-799-7502.

Chris said...

Each time COMCAST has "upgraded" my service, I have had more trouble accessing email! This week, I have not been able to access it at all from my home computer. I can read my emails from a library computer but cannot send any. I have made 3 calls now to Comcast and been told a service rep will get back to me in "up to 72 hours" (3 days). I need my email! I am paying for it! I told them that. They now have a special number to press "if you are experiencing problems with your email or SmartZone." Yes, SmartZone the nasty blue screen I see before I find my email still blocked. The last rep I talked with, after my interrogations, confessed, "Yes, we've been having a couple of difficulties with SmartZone." Duh. The trouble is we do not have much of a choice here for Internet access. If anyone has any suggestions please email me, edwards.chris@comcast.net. (Hopefully I can access the email sometime, somewhere.)
:-(

Anonymous said...

Hello angry people. I am a Comcast technician and I feel for you all and your bad experiences. I would just like to shed a little light on a few things I am noticing in your posts. First, let me acknowledge that there are more than a few knuckleheads working for Comcast. Think about any business though. Aren't there some people working there that don't take pride in their work or are not a decent employee? I work hard and always take care of my customers. I work with a great group of guys and we are people too. I am sure no one posting here ever makes any mistakes or makes anyone angry. Ever. Doesn't happen in your line of work I'm sure.

Your timeframe and why we are late:
(from the point of view of a tech that actually cares)
It is in my best interest to be at your house on time. It saves you from more aggravation and my punctuality is a metric my performance evaluation is based upon. I could hit one job that is a mess and my whole day is ruined. So what do I do? I could blow it off, anger the customer, and be at your house on time. Then what if yours is a mess too? Do I blow that off to get to the next one? No. I take the time to fix all problems. I treat every customer the same regardless of how they treat me. I WILL fix your problem. Don't believe me? Had too many tech's out? Here is my cell phone number, call me if you continue to have problems.

I know you are not on here to give compliments, but corralling me and my peers into the group of nit wit technicians you ran into ticks me off. Hey, do you work hard and perform your job well? So do I.

Powergirl said...

Dear Consumerist,

Comcast just sent us a letter to tell us that they are raising their rates on our internet service because of the economy. Thanks for helping us out in these hard times, Comcast! We checked into AT&Ts naked DSL, which is much cheaper. When we called Comcast to tell them that we were suffering in the economy as well and could not afford to pay the higher rate, they did not seem at all concerned about losing our business. We told them how much cheaper their competitor was and they were not able to help us in any way. This comes after they charged us for the two weeks that their service was out due to hurricane Ike. To add insult to injury, can you believe that we can not request a service disconnect date? What do they do for people who are moving? We requested that our service be disconnected December 22nd. They said that our service could be disconnected anytime - maybe even right now as I am typing this comment. Hope you get it! Anyway, we said to go right ahead and disconnect it as soon as possible. Sure. Why should we continue with a company that will not even let us choose when we would like to be disconnected?
acct number 8777701220292392

account 8498340051200287 said...

account number: 8498340051200287

Called Comcast to take care of some normal business. Was left on hold for over two hours, and then hung up on. Called back the next day and spoke to "Marcy."

Marcy must have been having a bad day, because she began to pretend that she couldn't understand what I was telling her, instead pretending that I had just told her it was OK to end the call. She then told me she didn't want to tie up her line talking to me, began laughing when I asked what my monthly bill would be, and then refused to escalate to a supervisor. I was told "LaTanya" would call me back at her convenience.

Needless to say, I haven't received that call.

Account Number: 8498340051200287 said...

Account Number: 8498340051200287

The single most infuriating call center experience I've ever had. Service down three times in the past month, two hours on hold only to be hung up on when the call center finally closed, and customer service reps pretending you've answered their script so they can hang up. Why am I paying this company hundreds of dollars a month again?

Account Number: 8498340051200287

panther said...

Yesterday I received a disconnect notice in the mail, payable yesterday. The problem was that I had made a partial payment of 100.00 on a 137.11 bill, that is I paid 73% of my bill. This is the first time I had made a partial payment. When I contacted customer service she said sorry, the disconnect will continue. I will not have the money to pay the balance until Friday. Incidently, my bill went up 30.00 from the previous month. I do not think that I made an unreasonable request.
Sincerely,
acct. #25201729450-25-0

Stop.Comcast.Franchise@gmail.com said...

Here's the answer:
I won't bore you with my tale of woe, this blog has heard it all before. Hours wasted on hold, belligerent and snarky call center employees, supervisors who never call back, money pretty much stolen, blah blah blah. It's familiar and tired by now.

I'm so angry I'm prepared to actually go after Comcast on something they might care about -- their County Cable Franchise.

If you live in King County WA, drop me an email at "Stop.Comcast.Franchise@gmail.com". I'd love to show up at the next Cable Franchise renewal hearing with a few thousand other angry customers.

Actually, drop me a line even if you don't live in King County. If enough people from the same county email me, I'll throw up a webpage with County Office contacts and meeting times.

Let's stop complaining on the web where no one cares, and start speaking where it matters -- when Comcast is giving their renewal sales pitch to the county. How many of us would love to see a news story that began "Thousands showed up at the county renewal meeting today to complain; County is choosing alternate cable providers..."

By the way, if you live in King County, here's the contact information for the Office of Cable Communications, the people in charge of Comcast's franchise:

Office of Cable Communications
700 Fifth Avenue, Suite 2300
Seattle, WA 98104
Telephone: 206-296-3880
Fax: 206-205-9988

email Chris Jaramillo, Cable Compliance Officer, at Chris.Jaramillo@metrokc.gov

MB said...

Oct. 27, 2008

Comcrap has now killed newsgroup access. They have not lowered their rates.

Comparable newsgroup access from Giganews (Comcrap's previous provider) costs %13.00 per month. So, effectively, this wretched company has raised the cost of my internet access subscription by about 25%.

If this blog is bragging of its success, I wonder what failure would look like.

Anonymous said...

My email service has been down since Comcast switched to smartzone in mid-October. I have made 7 calls to Comcast to find out what is going on. They made one call to me--told me my account was fine. It wasn't and still isn't. I can't get anyone to fix the problem, but they still think I should PAY for the email service I'm NOT getting. Comcast has the absolute WORST service around. There is no way to get to a live body with authority unless you fax Philadelphia HQ. I don't get why they can't be PROACTIVE....

#8770210090222015

Anonymous said...

#15557120967027
After Comcast introduced their new email system I could see my four secondary accounts but could not access them from the primary account. After 2 1/2 weeks, several tickets, chats with tech support, calls to tech support I now have five primary accounts, and a bundle of frustration. Based on the level of customer support that I received, I could not in good conscience recommend Comcast services to any one that I considered a friend.

Anonymous said...

All I can say is. I had comcast for many many years, and they have gotten worse with each passing years. My speed sometimes seems like I am on dial up. One minute its working good. next minute its slower than AOL dial up. Its time to drop comcast and go to Fios. 17 out of 20 friends of mine have switched to Fios for internet and TV. Bust thing to do is put cable out of business. by switching to other companies..

Anonymous said...

acct # 024699701

We have Comcast cable tv, phone and Internet. We got the one year special and now are paying much more since the special rate is finished. Something should have told us we were making a mistake when we switched because it was a pain trying to get our home alarm to work. For about three months we had alarm/phone/Internet issues Last Thanksgiving, a tree fell in the lot next to ours taking out the electric and cable lines. The electric company was out immediately (sparks were shooting from the live line. When we called Comcast they advised us to call back once the electricity was restored so we did. They took the second call and said "thank you". Thankfully we didn't have plans for our family to be at our house for Thanksgiving because you can guess no one showed up. Oh yeah, did I mention the cable was hanging about four feet above the ground across our driveway? My husband used a pole to lift the cable so we could leave the house for the holiday. When we returned, the cable was still down. Once inside the house, my husband called again. You'll love this reply - "I'm sorry, sir, but we aren't showing an outage in that area." We did get the repairs done and service restored.

With our initial experiences and Comcasts' growing reputation for crappy service I procrastinated calling when we started havin brief but frequent outages of our Internet/phone service. The interuptions became too frequent and often left my daughter without phone service when home alone (yes, I have one of those cell phone deprived teens). My husband called and we received a Saturday evening appointment (between 1 & 5). The tech made it right at 5. Within five minutes he informed us we needed a level 3 tech and he was only level 2. Eventhough my husband told them our exact problem (with phone AND Internet), Comcast sent out a tech that was only able to work with the Internet. If he disconnected the modem to test the line, we would be without phone service because he couldn't reconnect it.

Our 'special rate' is over and we do have another option. For the same price I can have a service I never had issues with to begin with. The clock is ticking. If the issues isn't resolved with one more visit, I will be making that change.

Anonymous said...

Comcast really sucks. I'm not a customer of them, fortunately, but trying to send an email to one of their clients.
It just doesn't come through.

I get an error message which sends me to a web page explaining some shit about spam filtering.
They re-send you to another form to delist your provider's mail server -- shall really I do that? --, but I don't understand the info to enter there.

And even trying to send an email to webmaster@comcast.com, postmaster@comcast.com or abuse@comcast.com is returned by the very same spam blocker!!!
This is really stupid.
They're sitting on a closed island and walled themselves in.

I can only recommend any client of comcast to get another provider.

Anonymous said...

http://www.dslreports.com/forum/r21471549-Connectivity-Noise-causing-packet-loss

Link has ping plotter graphs showing the packet loss.

(copy/paste for those that dont want to click it)

Connectivity issue. Gone as far as contacting the executive escalation line, and still having the same issues. Large amounts of packet loss from around 5:30am to 10am local time, intermittent packet loss from 10am till 5:30am. Comcast tech verified with our line unhooked from the tap that the noise is there and not originating from us.

Currently have fios set for install on Dec 2nd if comcast can not correct this as my better half does medical transcription from home and the packet loss is hell on her voip and web based work apps.

The following is the information requested in the "before you post" link:

1) Your location: Redmond, WA

2) A description of the problem. Noise on the line, resulting in constant packet loss

3) Is the issue intermittent, constant or does it occur at a specific time of day? Constant, everyday.

4) Your modem make, model & firmware version. How to find firmware version: ARRIS DOCSIS 2.0 / PacketCable 1.0 Touchstone Telephony Modem HW_REV: 32 Firmware Revision: 5.2.37C

5) Describe any home networking if applicable. (i.e. routers, hubs, adapters, etc.) DGL4100 gigabit router, Linksys wrt54g access point (all computers wired, access point is soley for laptop and cell phones)

6) List any firewall and/or anti-virus software you have installed. Include what version you have. Avira personal, no firewall

Drop comes to side of house, enters a 2 way splitter. 1 side to modem, other side to tv feeds in house.

11/24/08 05:47am

Downstream
Freq/Power: 567.000 MHz 6 dBmV
Signal to Noise Ratio: 36 dB
Modulation: QAM256
Upstream
Freq/Power: 30.800 MHz 51 dBmV
Channel Type: DOCSIS 2.0 (ATDMA)
Symbol Rate: 5120 kSym/sec
Modulation: QAM64

05:55am

Downstream
Freq/Power: 567.000 MHz 6 dBmV
Signal to Noise Ratio: 36 dB
Modulation: QAM256
Upstream
Freq/Power: 30.800 MHz 53 dBmV
Channel Type: DOCSIS 2.0 (ATDMA)
Symbol Rate: 5120 kSym/sec
Modulation: QAM64

EDIT here - took confusing logs out, putting in logs from 11/16 to current (some repeated from original post)

Date Time Event ID Event Level Description
11/12/2008 16:10 20000300 3 Ranging Request Retries exhausted
11/12/2008 16:18 20000200 3 No Ranging Response received - T3 time-out
11/12/2008 16:18 20000300 3 Ranging Request Retries exhausted
11/12/2008 16:51 20000200 3 No Ranging Response received - T3 time-out
11/12/2008 16:51 20000300 3 Ranging Request Retries exhausted
11/12/2008 17:34 20000200 3 No Ranging Response received - T3 time-out
11/12/2008 17:34 20000300 3 Ranging Request Retries exhausted
11/15/2008 23:59 20000200 3 No Ranging Response received - T3 time-out
11/15/2008 23:59 20000300 3 Ranging Request Retries exhausted
11/16/2008 0:46 20000200 3 No Ranging Response received - T3 time-out
11/16/2008 0:46 20000300 3 Ranging Request Retries exhausted
11/16/2008 7:26 20000200 3 No Ranging Response received - T3 time-out
11/16/2008 7:26 20000300 3 Ranging Request Retries exhausted
11/16/2008 7:26 13000401 5 ToD request sent - No Response received
11/16/2008 7:27 13000403 4 ToD request sent - No Response received
11/16/2008 7:30 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
11/16/2008 13:29 20000200 3 No Ranging Response received - T3 time-out
11/16/2008 13:29 20000300 3 Ranging Request Retries exhausted
11/17/2008 12:30 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
11/17/2008 12:30 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
11/17/2008 14:15 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
11/17/2008 14:15 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
11/17/2008 14:34 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
11/17/2008 14:34 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
11/17/2008 14:37 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
11/17/2008 14:37 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
11/17/2008 14:39 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
11/17/2008 14:39 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
11/17/2008 14:43 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
11/17/2008 14:43 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
11/18/2008 9:43 20000200 3 No Ranging Response received - T3 time-out
11/20/2008 9:22 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
11/20/2008 9:23 13000100 3 DHCP FAILED - Discover sent, no offer received
11/20/2008 10:07 20000200 3 No Ranging Response received - T3 time-out

DHCP Attempts to obtain CM IP Address:
10 Attempt(s)

11/21/2008 11:20 20000200 3 No Ranging Response received - T3 time-out
11/21/2008 11:20 20000300 3 Ranging Request Retries exhausted
11/21/2008 12:05 20000200 3 No Ranging Response received - T3 time-out
11/21/2008 14:47 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
11/21/2008 14:48 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
11/23/2008 12:52 20000200 3 No Ranging Response received - T3 time-out
11/24/2008 5:17 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
11/24/2008 5:17 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
11/24/2008 6:05 20000200 3 No Ranging Response received - T3 time-out

DHCP Attempts to obtain CM IP Address:
4 Attempt(s)

***** 13000100 3 DHCP FAILED - Discover sent, no offer received
***** 20000200 3 No Ranging Response received - T3 time-out
***** 13000100 3 DHCP FAILED - Discover sent, no offer received
***** 20000200 3 No Ranging Response received - T3 time-out

DHCP Attempts to obtain CM IP Address:
9 Attempt(s)

shebops said...
This comment has been removed by the author.
shebops said...

Is there no end to the indignity of being a Comcast subcriber? Today, I spent 12 hours (yes. twelve. really.) trying to revive my non-Comcast email accounts. Mail was coming in, but could not go out. The two Comcast technicians who looked at my file gave me entirely wrong information. My dear friend donated his entire day to try to track down the problem. We set and reset settings. We backed up emails and reloaded Eudora...and at the end of the day, we were EXACTLY where we'd started out: No outgoing email, and an error message that nobody at Comcast wanted to expalim---until a third technician FINALLY admitted (I think it was the sound of my weeping on the phone) that Comcast had BLOCKED my emails. Why would they do that? Because Comcast has decided I am a SPAMMER. Maybe it was the twelve emails I sent to the committee members of my kids' school book fair. Did I, perhaps, write a dinner "thank you" note and say the evening had been "an enormous pleaure?"
Perhaps that looks to Comcast like a solicitation for organ enhancements... Well, now I have left, as instructed, a message at the aptly named "Abuse Department," begging them to reconsider, and let me organize kindergarten field trips in peace. What do you think Comcast will decide? Are all the work-at-home school volunteer mommies going to be lumped with knock off rolex sellers and purveyers of vitamin cures?? We'll see.

Anonymous said...

Im a comcast representative and i want to let you all know that please! please don't call comcast if you are using a router or you are connected wireless. if you loose your connection hardwire the ethernet cord from the modem directly to the computer/laptop and restart the computer. if its still doesn't work. i agree! call comcast! you people are annoying. 70 percent of your issues is in your end.

Anonymous said...

Please tell me if you are having such a bad time with comcast why don't you use another provider?

Bryan said...

Anonymous: Because Comcast is our only option if we want internet access.

Anonymous said...

That's not true there's WOW, Verizon, ATT, Cavalier etc.... I work for Comcast people stay with the company because the other services are not as good. I speak to customers every day and 90% of there issues are BS people always over exaggerate when describing there issue and it's just ridiculous. My biggest issue is if your services is not working why you are paying for it just cancel, use dial up if you have to its better then no services at all. For the people complaining about the band with cap 250g is a lot if you have your own server or run a small business, HELLO get a commercial account. You people are never satisfied not mater what you are going to sit at your computer and complain, Comcast is the largest cable company in the world and there not going anywhere. Comcast have treated my very well, great pay, full benefits, 401k, and all free great services. The bottom line is if you’re having problems change the services, if not SHUT THE HELL UP.

Anonymous said...

"The bottom line is if you’re having problems change the services, if not SHUT THE HELL UP."

Classic. Typical Comcrap customer service attitude on display -- they can't fix your stuff, so they just want you to go away. Perhaps if enough of us suckers take that advice, Comcrap will end up going away.

Gene D. Nimtz said...

Here's something I don't understand: I'm on disability. Due to some other snafu's Comcast offered to continue my initial charges which recently expired. MY CABLE CHARGE WENT FROM $54 to $110dollars from one bill to the next!

I also have or seen advertisements from Comcast offering Cable and Internet for something like $20-some dollars a month each! These ads also say "This is not an INTRODUCTORY offer."

I don't even understand how it is legal for them to provide the exact same product to some people in my neighborhood for $20-some dollars a month and they are charging me $54 a month for the same product.

When I called and asked a customer service rep they said "that's just the way it is."

Dish Network is looking real good right now and ATT will give me Internet. I can't afford $110 a month for Cable and Internet and that's all there is to it.

Gene D. Nimtz
8798-40-202-0457930

Gene D. Nimtz said...

I posted the above comment earlier today. Guess what came in the mail this afternoon? An offer from ATT for cable at $44 a month with the addition of internet for $25 more!

It's karma!

Gene D. Nimtz

Mike said...

Yep, Comcast here in Boca Raton Florida got so bad for me I had to create my own blog to document the problems..

http://ihatemycable.blogspot.com/

Add me to the list!

Anonymous said...

I cannot access my email via Windows Mail. Keep getting "your server has unexpectedly disconnected" or some such. This happens fairly often, so it is a pain. Often the problem will disappear later in the day. I can access my messages via webmail, so I cannot decide whether it is Comcast or Microsoft. Both companies suck.

Anonymous said...

DO YOU WANT TO HURT COMCAST WHERE IT MATTERS MOST? THEN SWITCH TO FIOS!!!!

If your ready to switch to FiOS let me know. I have a guy who sells FiOS and gives his customers $100-$150 cash back on TRIPLEPLAYS. Why not get more HD, faster internet and not be hit with comcasts roll to price after their teaser promo ends. FiOS is an everyday price offer which stays the same on day 366.

He will also give you up to $50 when you refer someone.

Comcast employees you can get paid too!! send him your FiOS leads.

EMAIL me at:

spider4re at yahoo dot com

Doug Thompson dougth@comcast.net said...

I posted this about a year ago. It has happened to me again.

My email is, for all practical purposes, HOSED. Not just one account, all of them.

I can send from the Comcast web mail client, but not from my SMTP client.

That's not the biggest problem. The real pain is that when ANYONE sends mail to me, it bounces back with an 'unknown user' message. I am missing IMPORTANT financial messages like bills, statements, etc.

After numerous hours fighting about whether or not this was a problem with my SMTP client, I finally got someone to open a case.
(CR14833012).

Two weeks have gone by, and not a SINGLE update. They are supposed to call (since I can't get email).

I have gotten back on chat with tech support countless times asking for updates, begging for someone to call, and having to fight the 'its your email client' mantra.

Guess what?

Case closed. No updates. Not a single peep. And the problem still exists.

Comcast SUCKS.

This same problem, where my email account goes into some FUBAR state, has happened a couple of times in the past couple of years. Generally, its every 6-8 months.

It stays broken for weeks. I spent countless hours fighting with tech support about my freaking client.

All of my messages are lost. Many of my creditors quit sending bills since they think the email account on file is no longer valid.

Comcast SUCKS.

Patiently awaiting another alternative. Please AT&T, get UVERSE to my area soon.

PLEASE!!!!!!!!

8220210640650927 said...

CR148330012 - no email for over two weeks and these customer service giants close my ticket with no updates whatsoever and the problem STILL ISN'T FIXED.

WTF?

COMCAST SUCKS>

Anonymous said...

Okay, I'm not quite sure why the comcastmustdie.com landing page says that Comcast has "seen the light"... Then why are people still posting to this forum?? I don't think much has changed at all. I'm now getting ready to start my fifth week of unreturned phone calls, incompetence, and non-action on a business line install that was supposed to occur on Dec. 4th. "Congratulations"??? For what? I've just registered comcaststillmustdie.com. look for content soon...

Schruender said...

After a phone call I had with a Comcast Rep, I felt compelled to launch myself into the haters.

I was angry like all of you. I have been trying to get wireless internet in addition to the cable modem that I already have in my house. Initially Comcast was scheduled to come a week ago, but cancelled. They never set a date to come back.

I called them back today and the woman sounded like we had never ordered this. I was ready to lose it. After verifying the info with her though she saw that they had messed up and admitted it. She even gave me a $25 credit for the problems that I had. Maybe it was just one great employee, but my attitude on Comcast has turned a little.

Mr. Ryan James said...

I'm so livid about this company it brings to surface the most hateful thoughts. I despise Comcast because it has managed to defame every positive attribute to cable internet service and in turn has left me shouting, cursing, and questioning the very morals of business leaders the nation over. I know there has always been shady companies but how such despicable service still continues to survive can only be explained by the taught rings wrapped firmly around my unit.

I've been trying to transfer my internet service from my old place to my girlfriends duplex - for 2 months. Our garage apartment neighbor is already a customer and no one seems to possess the creative talent to order a tech out to the location to wire the service (which already exists from previous renters.) The problem is that because Comcast didn't include a partial address on our neighbors original order (which she specified from the get-go) Comcast isn't able to setup another service account. Which baffles my mind considering all the alternatives I suggested to them. Additionally, they informed me that a service call had to be placed so that someone could be sent out to insure that we could get service. Which I think they've done - twice. This is obscene. Absolutely staggering. I've read the problems people are having, but I never thought this kind of child's play would be such a challenge. I characterize myself as having infinite patience but it shouldn't be anyone's surprise that Comcast has managed to challenge that patience like no other experience in my life. The mere act of opening uTorrent brings my connectivity to a screeching halt (topping out at 70kbps IF I'M LUCKY.) Close it and wait a few seconds and voila, there was never a problem. When the original take-over happened I found out, to my horror, that an infrequently used port (but still important to my work) was closed, the techs possessed zero working knowledge of that issue either. So between trying to hassle with them to simple turn one address on and another address off, and the constant FAILURE that is the experience I have using their internet I find myself contemplating the existence of God, and whether getting a house phone (which I don't need - for any reason other than to save myself from Comcast's impenetrable reign) is worth the additional cost so that I can become a DSL customer.

Mr. Ryan James said...

I forgot to call their entire existence the greatest scam to the American consumer since the Health Care case rejections experienced by the 9/11 ground zero workers.

The icing is that people wouldn't bitch about sixty-dollar-a-month internet service if the service was good and solid. It really fucking baffles me that these jerk offs won't take the measures necessary to provide excellent service at a rip off price as an alternative to atrocious service at a penetratingly painful price.

Concastic.

Kenneth said...

Once again I sit and watch the blinking READY light on my modem. For a while there I actually had a "network that was always on" as is stated in the Microsoft setup. What's it like? Is it wonderful to sit down and KNOW that you can check your bank account? To have a complete conversation over your internet based phone service? Is it wrong to pray for decent internet service when the world needs peace? I have major health issues and I have to fight my internet. Oh Comcast, why hath thou forsaken me?

comcast: 8777701340063665

JEFFREY said...

Comcast completely screws over their customers in terms of pricing. We get charged $60/month for only internet while my friends about 4 blocks away get internet with power boost and cable TV for the same $60. When you call them, they pretend like they don't know what you're talking about, but they charge everyone different prices. If we could get cable TV additionally, of course we'd take it, but I know they'll just call and say "nobody gets that price. we don't know what you're talking about." They're completely full of crap. If they'd give me that same price, awesome! But otherwise DirecTV and AT&T look a whole lot better because I'm sick of being ripped off and not even getting cable TV for it.

8495290180639876

Kenneth said...

And yet again I sit and watch the blinking READY light on my modem. DSL cannot be ANY worse than this! If my internet holds up long enough I'm going to check out Verizon land lines. It may be slower but it SHOULD work!!

comcast: 8777701340063665

comcast sucks balls said...

I fricken hate comcast cable modems, mine turns on like once out of every 15 tries when I plug it in, its really great for networking when i need to add new devices to my network, what a bunch of whores you are comcast!

Check out my comcast hate blog at comcast sucks balls

keep up the hating people
!

Anonymous said...

Now that Comcast has changed to a "network management" protocol I very seldom get downloads any faster than 65 mbps. WOW! What a thrill! Thats almost as slow as dial up! But I'm being charged for "high speed internet." Can't wait for Verizon to get their FiOS network to my street! Comcast will surely die then (at least in my house.) Comcast is still pathetic. During bad weather, my connection drops several time a day.

Kenneth said...

I'm not sure that I can take this anymore. I try to send e-maiil and the modem ready light is blinking. "Page not found" modem ready light is blinking. Can't research this, modem ready light is blinking. My phone service is through Vonage but I'll never know how good they are because....modem ready light is blinking!!! I end up using my cell phone minutes for even the least important conversations. We were making progress but now they don't return my calls. I just get the same clueless "Techs". I feel doomed.

comcast: 8777701340063665

John said...
This comment has been removed by the author.
John said...

So, I have read a number of the posts and although I can easily say that my service itself for 'High Speed Internet' provided by Comcast Services is as horrible, if not worse than most, I will admit that the supervisors are at least making an effort to solve my issues (after forcing T1 to connect me to them that is).

The 'Tier 1' service is at par with rationalizing table manners to a monkey, but 'Tier 2' has been somewhat insightful of possible issues. My main concern about the customer service is how isolated they seem to be from other departments and the only way I could even get anywhere with them was having the Tier 2 tech call up a friend he had in Maintenance to do spot checks on customers sharing the same node as me isolating the problem with the node.

Anyways, I have had an average of 600 m/s pinging yahoo.com through cmdprmpt from 3pm-3am, half the day and 90% of the primary hours of usage. The service is just getting progressively worse and although the supervisor has been pretty reliable as to coming out and trying to solve the issue, it has come down to simple math. It's been six months of them trying a series of things and although I appreciate the fact that I get the sense that they at least marginally care about customer support, the HS-Internet still hasn't been fixed in all this time. The supervisor told me he sent a tech to fix some levels on the node but its still hasn't done anything and from the checks they did of other customers in the area, I am not the only one suffering from night-time lag. I've been extremely patient waiting a week after each call to give them ample time to try each new thing, but 6 months is where my patience expires and now I'm getting desperate.

My hope is that some appointed rep. will come across this one post in the sea of complaints and call out their A-team to fix my problem.

I just want to be able to leviate the stress from school and work by playing my favorite games, not add to it.

Account Number : 09579 123898-12-1

Anonymous said...

I would love to be able to get Comcast High Speed Internet for my office in San Francisco, and Comcast continues to send me letters with special offers to sign up. The problem? My particular area of the city is not wired for Comcast. So even if I wanted it (which I do), I can't get it! I don't understand why they can't figure out which areas are not wired, and then either (a) wire them; or (b) stop sending offer letters to them! Please, Comcast, stop teasing me (and wasting postage) with your letters!

Jocob said...

Everyday our internet service gets really slow between 5pm and 2 am. We have contacted customer support many times, technicians have come. They have guaranteed results, yet nothing has gotten better. Every time we use the internet we have to file a report to customer service and they go through the same routine, cycle the modem, then send a technician. Which the technicians come and say nothing is wrong here and the problem must be with Comcast. Occasionally when we inform Comcast, they flip some "magic switch" that fixes things then the next day the problem resumes. We test the connection speed multiple times a day and keep track of the results. We have even gotten refunds, but that isn't what we want. The service they advertise and what they provide are two completely different things. As of now I tell everyone to not get Comcast. They continue to dodge the problem and make us pay for services we do not receive, and advertise services they do not provide. All I want is for them to fix my internet service.

Account number: 01647 353233-11-7

Anonymous said...

Has anyone filed a small claims suit against Comcast for illegally entering through a back gate and cuting the cable wire which leads into the house? Mind you, not the cable wire from the pole to the point of entry, the cable wire on the consumer side. Never mind the damage to a gate which is never opened.

Thanks.

Anonymous said...

FIRSTLY: COM-CAST SUCKS! AMEN.
Comcast is the Lousiest Provider (Since Microsoft) for the personal advice.
They Are Even More Useless than Microsoft!
Besides, Comcast is Owned By Microsoft!?
They DO NOT PROVIDE THE HELP AT ALL!
They are JUST LIKE MICROSOFT! USELES DUMB-FUCKS!
They Do Not Even Have A Telephone-#, JUST AS The Microsof DOES NOT.
THEREFORE THEY ARE ONLY COLLECTING BILLIONS OF DOLLARS, BUT GIVING NOTHING BACK!

THEY ARE MONEY_SUCKERS WITH BILLIONAIRERS ON THE Micro-Soft-Seats In Their Officies, Caring Nothing But The Money! Rolling Their Thumbs Around & Waiting The "Stolen" money to come in!
They Are Sleeches Of Society, Robbers & Spineless, Heartless Money-Hungry People.
They Will Not Care Of Anyone, but Ruthlesly Will Milk One Down (Milk You Down Allways) Of Your Every Penny!
Same Thing with their associate of Quicken! Never Any Help, Unless It is the $ 50.00 Per Word!
Should we all live this way, then we ought to take a Gun on our hand & say: "My-Way Or Hihg-Way"!

I Can Not Believe these Money-Hungry People to Think That They Can Take Their Money in Their "HEAVEN".
I'm not sure if there is MONEY in the Heaven?!?!

We Have Seen The Millionaires AND The Billionaires to Be Busted About One In Every-Week, Since Mid Last Summer 08.
Where is it Going to End?
Nowehere, Until all the "Legally Allowed" Croocs Are Busted!
This Will Never Happend Thou, Cause They Are Right There Hassling with YOUR MONEY, Right Next To You!
Take a Fucken Common Sence & Do Not Invest in These Scammers.
It is not that fucken difficult.
Unless One is so Money-Hungry That One Would think that the Dollars Grow In The Trees like Apples?
Califonian Overvalued Housing-Market Especially does Prove This.
Where in the hell the Californians Find their Houses So Expensive,....?
Is it the Expensive Free SUN-SHINE, or lack of water?
Anybody can survive with the climate in there, even the Common Bum!
You All Already Know That.
The Californian Real-Estate is a Man-Made Scam Itself.
Many People:......Many Sleeches!
I hope that the Sleeches will all get busted!

JoeTaxpayer said...

Months ago, we were advised of a 250GB monthly cap. Then we were told an online meter to monitor usage would be available in January. Where's the meter?

Enrique said...

YOU PEOPLE ARE DUMB. WELL I DON'T BLAME YOU TO BE DUMB. PLEASE. MOTHERFUCKING PLEASE, STOP CALLING COMCAST IF YOU HAVE AN EMAIL ISSUE WITH A EMAIL PROGRAM LIKE OUTLOOK, MAC MAIL, OR WINDOWS MAIL. DON'T CALL COMCAST IF YOU CANNOT SEND OR RECEIVE EMAILS THROUGH ONE OF THOSE EMAIL PROGRAMS. BEFORE YOU CALL COMCAST, PLEASE TRY THE WEBSITE WWW.COMCAST.NET AND CHECK IF YOU CAN RECEIVE AND SEND EMAIL THROUGH THERE. HOW CAN YOU PEOPLE LIKE A SHITTY SOFTWARE THAT SOMETIMES FAILES TO WORK? COME ON! THAT IS WHY WE HAVE A FUCKING WEBSITE. STOP WINING LIKE BITCHES AND CHECK FIRST. BECAUSE OF YOU PEOPLE I HAD TO STAY OVERTIME WORKING FOR YOUR SERVICES AND I CAN'T FUCKING SPENT TIME WITH THE FAMILY. THANK FUCKING GOD I DON'T HAVE COMCAST AS MY ISP. FUCK COMCAST. I WORK FOR THEM CAUSE THEY PAY ME WELL. I WISH I COULD QUIT AND START ANOTHER JOB. THE REASON I STAY WITH COMCAST IS BECAUSE HOW THE FUCKING ECONOMY IS. SO I'M STUCK WITH COMCAST. AND PLEASE! STOP CALLING IF YOU HAVE ISSUES WITH OUTLOOK, WINDOWS MAIL, MAC MAIL, THUNDERBIRD, ETC. FIRST TRY THE FUCKING WEBSITE, THAT IS WHY IS THERE. FUCK ALL OF THAT. IF YOU OWN A ROUTER AND YOUR INTERNET GOES DOWN. BYPASS ROUTER AND CONNECT THE FUCKING MODEM STRAIGHT TO THE COMPUTER AND DISABLE THE WIRELESS CONNECTION FROM THE NETWORK CONNECTIONS AND RUN USING THE LOCAL AREA CONNECTION. IF ITS STILL NOT WORKING, RENEW THE IP, IF YOU DON'T KNOW HOW TO RENEW YOUR IP THEN LOOK UP THE INFORMATION ONLINE, THAT IS WHY WE HAVE INTERNET SO WE DON'T HAVE TO BOTHER OTHER PEOPLE LIKE YOU DO. IF YOU WANT HELP IN SETTING UP A ROUTER, DON'T CALL COMCAST FOR IT. THEY WILL NOT HELP YOU WITH. LIKE I SAID, LOOK UP THE INFORMATION ONLINE IN HOW TO SETUP A ROUTER USING DHCP AUTOMATIC CONNECTION, THAT IS WHY WE HAVE INTERNET, TO LOOK FOR INFORMATION SO WE DON'T TO FUCKING BOTHER COMCAST. PLEASE PEOPLE. DO WHAT IM ASKING YOU! I WANT TO SPEND TIME WITH MY FAMILY AND MY SON. I CAN'T DO IT SOMETIMES BECAUSE OF ALL OF YOU CALLING COMCAST I HAVE TO STAY OVERTIME.

Anonymous said...

Just found this site and couldn't believe the amount of complaints. Why hasn't a legal firm taken advantage of this and filed a class action lawsuit? If this happens, I'll be glad to add my complaints too!

I guess the FTC and FCC are too busy enjoying the corp tax that pays their living expenses to do anything. They must be making too much money to care if they get shut down or penalized. Maybe they are betting on a bail out if they get caught being bad anticonsumer ripoff artists? OR could it be that Comcast is being subsidized by the sociopaths that control mainstream media in order to interupt freedom of speech and prevent the public from knowing what is really happening to them. After all they are sociopaths. Can't expect them to be concerned for another fellow human being. They operate like the pharmaceutical industry that makes money hand over fist regardless of whether their product works or helps put you in the grave by slow death.

If I were technically able, I would form a new venture and provide better service and cash in on the value consumers place on good service and sound business practices. Lets see what happens in the next 6 months.

Adios Amigos

Anonymous said...

I am a Sugar Land, Texas resident, Comcast account number 8777702030080266. I’m a former top communications official in a presidential administration in Washington, and now I have a successful public relations business, working most of the time from my home in Sugar Land. Except that for the next four days, my business is dead in the water thanks to the astonishingly bad customer service of my Comcast high speed internet account.

It would almost be comical – if it weren’t so serious.

Comcast has known for a long time that my combination router/modem box needs to be replaced because it fails frequently. Comcast set up my home wireless network and the network, of course, uses Comcast’s equipment.

In late July 2008 my service died again for the third time in a month. I was eventually able to get a technician to my house who told me that he had never seen the kind of router/modem that Comcast had installed in my house. He said he was certain the equipment was bad, but he was able to fix it temporarily. He warned me the equipment would fail again, but he said he called Comcast and put a special note in my file about the equipment. He assured me that when it failed again, all I would have to do is call customer service, and the special notation on my file would mean that I would get immediate assistance.

When the modem/router went through its next series of failures in February 2009, I called Comcast and was amazed that a technician was sent out the next day. He again worked on the router/modem but did not replace it. He said the problem was a bad electrical connector at the box, and he replaced the connector. For the next month the box seemed to work fine.

On March 11, 2009 in the afternoon the router/modem box failed again. It went black – no lights at all – just like it had each other time. I called the Comcast customer service number, 713-341-1000, to report the problem at 2:25 p.m. I got the customer service representative on the phone and told her about the problem and about the special note that should be in my file about this issue. The representative said there was no such note.

She said the soonest she could have a technician at my house was Sunday – five days away. I explained that this internet connection is critical to my business and that I could not afford to be without internet service for five days. I asked to speak to a supervisor. The supervisor, who identified herself as Lisa, employee ID number 1107 (she would not give me her last name), also refused to send a technician to my house before Sunday. I asked to speak to her supervisor but she would not connect me. She said she would send her supervisor a message but said there was no guarantee he or she would respond.

She did, however, suggest that I drive the 10 miles or so to the Sugar Land, Texas Comcast store, (9920 Highway 90 A, Suite 200), and said there I could exchange my bad modem/router box for a new one.
So rather than wait five days for a technician to come out and restart my business, I decided to drive to the store – as the customer service supervisor suggested – and get a new modem/router box.

I took the box inside to the store, where the clerk promptly informed me that the store did not have that kind of equipment and that all I could do was wait for a technician to come to my house. I explained that I had been directed to her store by a customer service supervisor and told that I could replace the modem/router box there. She said no, they have no such equipment.

I walked back outside the store and sat in my car and called Comcast customer service again. When I got someone on the phone I asked to be connected to customer service supervisor Lisa ID 1107. When she tried to connect me, the phone rang and rang with no answer. I hung up and called customer service back and spoke with customer service representative Keiosha, (ID# DAK). She told me they had no information about any customer service supervisor named Lisa ID 1107. She said that person might be at an outsourced location and that she had no way of getting me in touch with Lisa ID1107.

I explained to Keiosha that I had been sent to drive to Sugar Land to replace my router/modem box so I wouldn’t have to wait until Sunday for a technician to come to my house. Keiosha said no, the stores don’t have router/modems. She then transferred me to the home networking department which she said trouble shoots router issues. I spoke with Joe (ID number 31769.) He told me about a Comcast office in Rosenberg Texas at 1020 Cole Avenue and said that store might have the modem/router box. I asked he if could take any action to get a technician to my house sooner than Sunday, but he said he could not.

At that point I went back inside the Comcast store in Sugar Land that I was still sitting in front of and spoke again to the same woman I had spoken with before who told me the store does not have that kind of equipment. I asked her if the Rosenberg store would have the equipment and she said no.

It seemed to me that if a technician was coming to my house on Sunday, he would have to be prepared to replace my router/modem box. I doubted that that technician would be coming from outside of Houston, so I posed the question to the clerk at the Sugar Land store: where in the Houston, Texas area will the technician be going to get my new box for Sunday, and can’t I just go there and get the box myself? She said the technician would get if from a warehouse but that no, I could not go there myself. She would not give me any location.

I went back outside into my car and called customer service again. I spoke to a customer service representative and told him I would be very nice but that I was very angry. I explained to him what had happened and he moved immediately to connect me to a supervisor. But during the process of the connection, he cut me off. I had to call back again to customer service and go through all of the levels to get to a live human being again.

This time I spoke to Tabatha (ID TBB.) She understood what I had been through and confirmed that I would not be able to pick up the equipment myself at any store, regardless of the fact that a Comcast customer service supervisor had directed me to the Comcast store to get the equipment.

Tabatha said she would immediately send an email to her supervisor to try to get me help before Sunday because of what I had gone through. She promised me that she or her supervisor would call me back before the close of business that day. She said she works until 7 p.m.

I thanked her and asked if I could speak to a supervisor to relay my overall concerns about everything that has happened with my case. She said she had already informed her supervisor by email. I asked again, saying I would like to speak to a higher level customer service supervisor to raise these serious questions about the way Comcast has served me, but she would not connect me to a supervisor.

I thanked her and told her I expected to hear from her or her supervisor by the end of the day, as promised.

The promised phone call from Tabatha or her supervisor never came. I waited until 9 p.m. March 11, and finally gave up.

Now it’s 8:50 a.m. March 12. I still am without internet service and still have not received the promised call back.

If I ran my public relations business the way Comcast runs its internet customer service – well, I would be out of business.

Anonymous said...

Hey, "Comcast account number 8777702030080266"

It's called a business account. Get a freaking Business account and they will have a tech out same day to correct your issues. Read your terms of Service. Residental accounts TOS State "The Service is for personal and non-commercial residential use only and you agree not to use the Service for operation as an Internet service provider or for any business enterprise or purpose (whether or not for profit);"
And you can look it up here:http://www.comcast.net/terms/use/

If you really run a decent business and your livelihood depends on your internet connection, get a business account, or a backup like DSL, like any smart business person.

You should be lucky they are even sending a tech out, rather then disconnecting you for breaking the TOS. I know I'd drop you in a heartbeat.

ABain said...

I was scheduled to have my telephone, TV and internet service transferred on SATURDAY, March 14. This morning a Comcast representative came over to disconnect my service. I explained that I work from home, could not be without service, and there was an error with the disconnection date. He said he would call from his car to check on it. He then proceeded to get in his car and drove away. I was on the phone with one operator after the next for about 1.5 hours and someone finally told me I should expect a call from a field supervisor to get my service back up. I also called the complaint hotline and was told the person from my region would return my call. I have yet to hear from anyone and am extremely frustrated by the lack of common courtesy or professionalism. I am very disappointed and wondering why I should keep my service with Comcast. I am working from a firiend's home and have no idea when my service will ever be back up. I am hoping someone will call me as soon as possible to help resolve my issue.I was scheduled to have my telephone, TV and internet service transferred on Saturday, March 14. This morning a Comcast representative came over to disconnect my service. I explained that I work from home, could not be without service, and there was an error with the disconnection date. He said he would call from his car to check on it. He then proceeded to get in his car and drove away. I was on the phone with one operator after the next for about 1.5 hours and someone finally told me I should expect a call from a field supervisor to get my service back up. I also called the complaint hotline and was told the person from my region would return my call. I have yet to hear from anyone and am extremely frustrated by the lack of common courtesy or professionalism. I am very disappointed and wondering why I should keep my service with Comcast. I am working from a firiend's home and have no idea when my service will ever be back up. I am hoping someone will call me as soon as possible to help resolve my issue.

ACCT#8777 70 122 1671099

Comcast stole money from me said...

I am sure it is much too late, since I left the US a year and a half ago. Living in South Africa, I have encountered some pretty bad service, but nothing ever comes close to Comcast, who quite literally stole hundreds of dollars and many hours from me and my wife when I lived in the US. When I signed up with them, I paid upfront for a modem, an installation, and a month's service. Getting the installation was a nightmare, involving more than twenty calls to Comcast, and my wife taking two days off work to stay at home all day to ensure someone would be there when Comcast came. We even tried to cancel at one point, only to discover that there were zero internet options other than dial-up available in our area. Eventually service was installed. After a couple of months however, Comcast began demanding we pay again for the modem and installation. Dozens of phone calls and multiple trips to their closest office had no effect. The proof of payment requirement kept escalating - first they wanted a credit card statement. When this was provided they wanted a letter from the bank manager. When this was provided they just said "stuff you". All the while they were constantly and repeatedly switching off our service. Eventually, as we were returning to South Africa and could not fight a credit agency, I gave up and simply went into a Comcast office and paid again, as well as a fee for something or other which was Comcast's fault. I am not sure whether this would be considered theft, fraud or extortion or a combination of all three. I don't have any Comcast bills lying around anymore so don't know my account number. I certainly bring this story up any time I can, especially when American visitors or South Africans planning to move to America bring up how poor services are in Africa. Our provider here, Telkom, is infinitely better than Comcast. On the off chance that someone at Comcast is inclined to look into this now and possibly return the extorted money, they can email me on enquiries@ekhula.com

Anonymous said...

Stop fucking calling Comcast for email programs. You people are annoying sometimes. If you really want to setup a fucking email, look
for the information online. If it doesn't work, too fucking bad. Use the fucking website. www.comcast.net its fucking better than using outlook, windows mail, mac mail, etc etc

Anonymous said...

I love Comcast! Don't you people have anything better to do with your time?

Anonymous said...

Comcast is terrible. Your email doesn\'t work? Neither does mine. Let\'s call 800-COMCAST, go through a couple of voice prompts, wait a few minutes, and then get told to call back later because they\'re too busy to help us right now. Or go to their website...

I can\'t wait for the day Google gets into the ISP business and wipes Comcast out. Or maybe Verizon management will figure out that Comcast\'s advantage is single source bundles, and take responsibility for coordinating all three services (TV, ISP, Phone). I tried switching to the Verizon+DirectTV bundle, but the service was awful. Just a lot of finger pointing between Verizon and DirectTV.

Anonymous said...

Comcast is monopoly that needs government regulation.

Anonymous said...

Before hurricane Charley, we had Comcast in Punta Gorda, Florida, and it absolutely sucked. I would be browsing the internet one minute at fast speeds, and I'd be slower than dial-up the next. Furthermore, it takes forever for Comcast to recover from a natural disaster. When hurricane Charley hit in 2004, it was apparently >3months before the service came back on, and they continued to bill me. Well, it never came back on for me because I switched to DirecTV and Sprint DSL (now Embarq DSL). In the neighborhood I was in at the time, I went through tropical storm without losing the satellite signal. 5.0 meg DSL is every bit as fast as Comcast, which also averages at about 5.0 meg in west Florida, and I've speedtested it in Sarasota an Charlotte County. I've kept DirecTV and DSL ever since, and I never have problems. I could get 10 meg DSL in Port Charlotte, and that would be faster than Comcast. If you hate Comcast, and think you can't get anything else, then YOU'RE MOST LIKELY WRONG!!! Get HughesNet or Wildblue if you can't get DSL (avoid Verizon) or U-Verse.

COMCAST SUCKS!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

PCHS-NJROTC said...

Florida residents: If Comcast is giving you drama, go to http://www.800helpfla.com, click "File a complaint" on the left, then click "File a complaint online" in the center of your screen. All others: Go to http://complaint.bbb.org and fill out the form. If Comcast doesn't respond to these, then go to https://www.ftccomplaintassistant.gov/ to complain; the more people that complain to the FTC, the more likely they are to take action.

Anonymous said...

創業加盟展有制服工廠,雨傘工廠參展,還有香舖工廠來尋找事業的第二春。

Anonymous said...

I totally respect everyone’s opinions, you like what you like. However some comments left on this page are extremely absurd. It’s like yes I have Comcast and yes sure I’ve had my fair share of problems like with any company. Hell the bank has charged me overdraft charges in error, the grocery store has charged me for laundry detergent in error, AT&T has took automatic payment out my bank account for services that never got installed, but so what shit happens and it gets resolved. So here are all you Comcast haters who obviously haven’t tried hard enough to get you problems resolved.

Those of you who have problems with their price and the way the business is run should take it into perspective, “what if it were your business?” Like all companies, they have to make money they cant give out shit.

And they do have slower speeds for people who don’t want such a fast speed, do your research before you get on a website and criticize.

Then there’s you complainers about not wanting all the add’l things like the MacAfee, and email. Well that’s good for you however 97% of people like things that are free. And yes, your right sure they probably find other ways to charge your for these things however it is important you analyze this properly. If AT&T is 5 dollars cheaper and the speeds aren’t even comparable especially in areas like Castro Valley where Comcast just launched 50megs and in addition you receive free virus protector. That something to consider, seeing as to how if you have AT&T or another internet provider you’ll either have to pay for the virus protect or/and pay for geek squad to remove all the shit off your computer. So lucky you, you don’t need the virus protector and you wish they’d reduce your bill because you don’t use it. Well hell McDonalds doesn’t take .30 cents off when I tell them no lettuce. You don’t go in Macy’s and brag about wal-mart prices!!!

Then there’s also you cry babies about paying money to rent the equipment. Ok there’s options… You have the option of purchasing your own modem, maybe this is something you should consider if the rental fee is bothering you. Also consider that when its time for a new modem, and they are generally reinvented and improved yearly you’ll be back at Best Buy purchasing another versus going to you local store and doing a very simple swap. $3 X 12 … what’s that $36? So for $36 bucks you upgrade anytime you need to and swap it out if for some reason it isn’t working properly. Very different from when you purchase one huh, kind of like AT&T makes you do. But once again its about choices.

Lastly, you people are complaining about Comcast long lines but let’s think of it this way, you go into Comcast and return or exchange your equipment, you get a receipt and your job there is done. Other companies… lets see, you ship your things via UPS or pay their pick up and or delivery fees, and yes Comcast charges pick up fees but that goes back to the choice! You can even go to Comcast and get Remotes, cant do that with Dish, but sure they’ll mail you one. Lol, so your dog chews up your remote and you have to be mailed a remote. Hope you have patience now lady, you’ll need it. A line aint nothing compared to our postal system, lol… hope you don’t need a remote anytime near a holiday! J but hey anywhere you go there’s going to be a line, so prepare yourself better before going to a place such as this. Or tell your friends in line with you to catch up with technology and pay their bills online or call or something. Shit you cant blame Comcast that their customers are walking in and standing in long lines to pay their bill at the last minute or when they get their Social Security checks.
CHOICES PEOPLE CHOICES. WE’RE ALL ADULTS!!!

Cordially,
Satisfied Comcast Customer!

Anonymous said...

Thank you for that last post I am a Comcast Technical Support Specialist, and try to explain things like this to my customers and they just don't get it. People fail to take blame and admit that they have made a mistake. The biggest thing that I don't understand is if the servers are so bad why don't they try another company and don't give that monopoly BULL SHIT because no matter where you live there are other options there just not as good. Life is very short and it amazes me that douche bags like you guys would go to this extreme to try and get your way. You guys really sound like fucking babies "I want my internet wa wa wa wa" please get a life. It's funny because you people really think that you are bringing down the company we have been here since 1963 and we are not going any where any time soon. Sorry of I come off kind of hard but this is the company that help put me through collage, put food on my table, and make sure me and my family have full benefits, helped me buy a home and car. I today’s day and age show me a company that will do that. I LOVE COMCAST we are not forcing you to have our servers so just go to ATT or whoever if it's so bad.

Kenneth said...

Dear Comcast Technical Support Specialist,
You are not what your signature seems to indicate, a support specialist. I've done phone support since Windows 95 and I highly doubt that you work for Comcast and REALLY doubt that you love them. If you did you would know that posts like yours only hurt the company. BTW, you misspelled "college". I am now (knock on wood) a happy Comcast customer. It took 2 years to get there. People just want to be treated well and get what they're paying for. When Comcast is good it is VERY good. Go troll in other forums and see if you can raise blood pressures there. Comcast has this forum under control.

Maudman

Anonymous said...

To Kenneth:

He could be a Comcast Employee. They, like any company, employ good and bad people.

While I felt his post was a little one-sided, I feel that you are the real troll here.

Two other points I feel need to be made:

"I highly doubt that you work for Comcast..."
I see no reason to doubt this person working for Comcast, anymore that I see to doubt you for having done "phone support."

To continue:
"and REALLY doubt that you love them."
So, I assume no one (you included) anywhere in the world could ever love their job? I'm sorry if you hate yours, but some of us actually do like the job we perform.

But I digress. I do not mean to insult or troll, simply wish to explain my opinions on the previous 2 posts.

Thank you.

~ Keara said...

We recently cancelled our Comcast cable because they were delivering a lousy HD picture. We read an article which told us they were compressing signals to save bandwidth. After months of this we were tired of our HD shows looking non-HD. So we switched to a satellite provider. Not only are we now being chared $60 a month for our high-speed internet in a suburban area (retaliation?), they have the gall to charge us an additional fee to "cap" our cable so we can't steal the lousy service we don't want in the first place!! Un-freaking-believable! If FiOS was available here, we'd be looking into it. We may even consider the inferior speeds of DSL to reduce our monthly bill and get out from under Comcast's thumb for good.

Anonymous said...

April 20, 2009
As Costs Fall, Companies Push to Raise Internet Price
By SAUL HANSELL
Internet service providers want to end the all-you-can-eat plans and get their customers paying à la carte.

But they are having a hard time closing the buffet line.

Faced with rising consumer protest and calls from members of Congress for new regulations, Time Warner Cable backed down last week from a plan to impose new fees on heavy users of its Road Runner Internet service.

The debate over the price of Internet use is far from over. Critics say cable and phone companies are already charging far more than Internet providers in other countries. Some also wonder whether the new price plans are meant to prevent online video sites from cutting into the lucrative revenue from cable TV service.

Cable executives say the issue is not competition but cost. People who watch or download a lot of movies and TV shows use hundreds of times more Internet capacity than those who simply read e-mail and browse the Web. It is only fair, they argue, that heavy users should pay more.

“When you go to lunch with a friend, do you split the bill in half if he gets the steak and you have a salad?” Landel C. Hobbs, the chief operating officer of Time Warner Cable, asked recently in a blog post defending the company’s now abandoned plan.

Still, critics say the image of Internet providers as restaurants about to go broke serving an endless line of gluttons simply does not match the financial or technological realities of the industry.

They point out that providers’ profit margins are stable, and that investment in network equipment is generally falling.

These plans to charge for above-average Internet use “are unjustifiable for almost everywhere in the country except for rural America,” Richard F. Doherty, the research director of the Envisioneering Group, a consulting firm that studies cable technology.

Cable or telephone networks have little in common with a restaurant, the critics say, because there is no electronic equivalent of food to buy. If all Time Warner customers decided one day not to check their e-mail or download a single movie, the company’s costs would be no different than on a day when every customer was glued to the screen watching one YouTube video after another.

That is because their networks are constantly being expanded to handle ever-greater peak periods. It is the modern equivalent of how the old AT&T was said to have built the long-distance network to handle the number of calls expected on Mother’s Day.

“All of our economics are based on engineering for the peak hour,” said Tony Werner, the chief technical officer of Comcast. “Just because someone consumes more data doesn’t mean they drive more cost.”

Yet even as the providers continually upgrade their networks, the cost of the equipment needed to do so is shrinking steadily, reflecting the well-worn economics of computing.

Indeed, the equipment needed to add capacity to any household costs a fraction of one month’s Internet service bill. Comcast, the nation’s largest cable provider, has told investors that doubling the Internet capacity of a neighborhood costs an average of $6.85 a home.

The cost of providing Internet service is about to fall even more, as cable companies install new technology, called Docsis 3, that will both increase their capacity and allow them to offer much faster download speeds.

So far, however, companies in the United States have chosen to use Docsis 3 as an opportunity to offer far more expensive Internet plans. Comcast has introduced a new 50-megabit-per-second service at $139 a month, compared with its existing service that costs about $45 a month for 8 megabits per second. Time Warner just announced it will charge $99 for 50 megabits per second.

By contrast, JCom, the largest cable company in Japan, sells service as fast as 160 megabits per second for $60 a month, only $5 a month more than its slower service.

Why so cheap? JCom faces more competition from other Internet providers than companies in the United States do.

Cable systems in the United States use the same technology and have roughly the same costs. Comcast told investors that the hardware to provide 50-megabits-per-second service costs less than it had been paying for the equipment for 6 megabits per second.

Questions about the speed, availability and affordability of Internet service in the United States will be central to the study Congress has required from the Federal Communications Commission next year. And cable and phone executives are worried that the commission may call for more regulation of Internet service, which currently is free from any government price controls.

Time Warner Cable abandoned its plan to expand a test of what it called “usage-based pricing” in four cities after Senator Charles E. Schumer, Democrat of New York, announced his opposition to the idea in a meeting with Glenn A. Britt, the company’s chief executive.

Loias said...

Why rent when you can buy?

I recently added another computer to my cable internet-powered home. This poses a problem when the cable modem provided by Comcast has only one ethernet port, so only one computer can be connected.

I use Comcast's Live Chat feature to determine what other options are available. The conversation goes well enough - they are polite and helpful, albeit in some instances that take forever to continue the conversation. They tell me yes, it is possible to exchange your rented modem for something else with more than one ethernet port. Simply go to your closest payment center. Great!

Well... I get there. I explain what I want. Their response? I'm sorry, but all of your modem brands have only ONE ethernet port available. So, to start, the Live Chat representative was not only not helpful but misleading.

It gets better... They go on to explain some of my options to have multiple computers. In all cases, a router is required. First, I could go buy my own router, which only costs me "about 40 bucks" - their words. Or, I could rent one from them. Renting one from them not only costs an additional monthly fee, but would also cost me FIFTY DOLLARS to pay for a service call to install the router. Why the heck would I rent one from Comcast when I can buy one for less than the initial cost, not to mention the monthly cost.

It got me to thinking: Why am I even renting a modem from Comcast? I should go buy my own and do my part to ruin Comcast. Or, maybe they can hear my request and get me a modem with 2 or more ethernet ports. Or, maybe I should switch to Qwest. You decide, Comcast.
Acct #8497101861471497

Anonymous said...

Your not ruining Comcast buying a modem they still charge you the service fee. Modems don't have more then one port there called gateways it's a modem router combo and they run around 60 to 100 bucks DUMB ASS.

Anonymous said...

日本飯島愛是日本的知名女優。

John Paul said...

In February 2009, I moved about a mile across town and, as part of that process, called Comcast to have my Internet service transferred to the new address. Although I was dismayed to learn that I would have to pay a $60 fee simply for moving, I nonetheless paid it without complaint.

On March 9, 2009, according to my bank’s records, I paid $178.75 to Comcast, which included my monthly service charges, plus additional fees (including the transfer fee).

To my surprise, my Internet service was shut off in early April. This was a major inconvenience, due to the nature of my professional work. When I called Comcast, I was told that my service was suspended due to non-payment.

I cited my March 9 payment to the support rep, who then realized that Comcast had made a mistake and credited the wrong account with my payment. He apologized and informed me that in order to turn my service back on, I had to pay $183 (the original payment plus a fee), but that I would be reimbursed quickly.

This was, of course, very frustrating. In the current economy, few of us have an extra $183 lying around. I felt like I was being penalized for somebody else’s mistake, having paid my bill already and done nothing wrong.

I was told that this was the only way they could reactivate my service and was again reassured that a check was “already in the mail” to reimburse me. I paid the charge.

A few weeks later, I received an envelope in the mail from Comcast. Instead of a reimbursement check, it contained a warning letter, informing me that my account was $30 past due and that my service would soon be shut off.

I quickly cleared up that outstanding charge and then asked customer service about the missing reimbursement check (which I was told was already on the way in the beginning of April). They again assured me that it was on the way and proceeded to try and sell me more services from Comcast (television, telephone, etc.).

As of today, I have still not received the refund check.

Anonymous said...

醫學美容是新興的行業。

Anonymous said...

Former Employee about to break this all open for you...

1) Here is the "PLAYBOOK" describing the customer service philosophy...

dream big:
Transforming
the Comcast
Customer
Experience
Playbook – February 2009 Executive Summary
Executive Summary
For more than 45 years, Comcast has delivered innovative products that have
transformed the way people communicate, are informed and entertained.
Comcast has been in our customers’ homes as they watched the first man land on
the moon. We were there when they received a photo of their newest family member
through email, and when they voted for the next American Idol. Today, more than 24
million customers rely on us for these products and services every day. They have high
expectations of us, and we need to have higher expectations of ourselves.
The extraordinary success that we’ve enjoyed over the past 45 years has also brought
challenges...increased competition…a 24/7 culture that demands what it wants, when it
wants it…and technological cycles that get shorter by the day.
Our dreams, entrepreneurial spirit and dedication to develop innovative products and
services have served us well. Now we must work even harder to meet the challenges
of today. We have another opportunity to transform our company and our industry. That
transformation centers on delivering a superior customer experience.
This playbook will provide you with the necessary tools and support to help us in the
transformation of our customer experience.
The Comcast customer experience, our guide to excellence, is defined as:
We want our customers to be amazed by the choice Comcast offers, excited by
the innovation Comcast provides and pleased with the service and reliability of
every interaction with Comcast.
Successfully implementing each of the Customer experience improvements, starting
with an evolved Credo and new Customer Guarantee, requires massive operational
transformation and investment. To reach our goal, the entire organization has to
align—employees, products, service, technology, operations, finance, programming
and communications. The improvements will demonstrate to our customers and other
important audiences, that we will do everything to give them a superior experience.
We want them to see, hear and feel a difference in Comcast.
Contents
Section 1
Dream big: Transforming the
Comcast Customer Experience
Both employees and consumers are urging us
to make the customer experience a priority. That
means in every interaction, we want our customers
to be amazed by the choice Comcast offers, excited
by the innovation Comcast provides and pleased
with the service and reliability of every Comcast
employee. The customer experience is our guide to
excellence. Dream big expresses our companywide
commitment to delivering the most innovative and
reliable products and services to our customers in
order to provide them with a superior experience.
The section includes:
a. Defining the Customer Experience
b. Why Are We Transforming the
Customer Experience?
c. What Is dream big?
d. How Will We Talk About Transforming
the Customer Experience?
e. Facts About Our Company Today
Section 2
Evolving the Comcast Credo
We’ve evolved our Credo to put our products and
customer at the center of what we do. This section
includes:
a. Comcast Credo
b. The Credo Promise and Touchstones
Section 3
Operations: The Comcast
Customer Guarantee
A critical part of our current and future success is
having customers who are happy they’ve chosen
Comcast. Part of making our customers feel
valued is our ability to deliver a superior customer
experience every day. Operations must lead the
charge and be prepared to successfully implement
the changes taking place. This section includes:
a. The Comcast Customer Guarantee
b. The Comcast Customer Guarantee Q&A
c. Customer Service Overview: Systems,
Tools and Processes to Deliver a
Superior Experience
i. Product Superiority
ii. Network Reliability
Section 4
Employee Experience
We’ve built a unique culture and an exciting
company over the past 45 years—all powered by
our people. This section outlines the tools, training,
opportunities and communications messages that
are available to every person in the company as we
move towards our next great accomplishment. This
section includes:
a. Internal Communications
i. Dream big rollout
ii. Comcast Live
iii. Employee dream big Items
b. Aligning Human Resources
c. Powering the Dream
Contents
Section 5
Products
Constant innovation, in our products and in our
thinking, has been part of our DNA since we first
began. It will continue to drive us into the future.
Developing “can’t-live-without-it” products is what
our customers love about us. And that is why one of
our key transformative business strategies is product
superiority. This section includes information on:
a. Video Product Innovation
b. High-Speed Internet Product Innovation
c. Voice Service Innovation
d. Comcast Triple Play
e. Comcast Business Class
f. Comcast Interactive Media (CIM)
g. Comcast Programming Group
Section 6
Marketing
Repositioning our brand is a key part of transforming
the customer experience and building
a preference for Comcast in the marketplace.
As a result of this transformation we will launch
a new advertising campaign, a new tagline and
updated brand guidelines. This section includes
dream big information on:
a. Brand Platform
b. Brand Guidelines
c. Advertising overview
d. FAQs
e. Checklist
Section 7
External Communications
Our strategy for communicating with external
audiences about the changes at Comcast is to first
“walk the walk.” We need to build a high degree of
credibility by demonstrating to our customers how
we are transforming their experience every day.
This section includes information on:
a. Current external communications
b. Government affairs
c. The positive results that our investment
in our communities is having in Comcast
towns across the country
d. Our digital strategy including the
2009 launch of Comcast Voices, our
corporate blog
Introduction
Section 1
Introduction
Defining the Customer Experience
We want our customers to be amazed by the choice
Comcast offers, excited by the innovation Comcast
provides and pleased with the service and reliability
of every interaction with Comcast.
Introduction
Why Are We Transforming the Customer Experience?
We have been listening to two of our most important audiences–our customers and our employees. What
both groups have told us is that we need to build on our established heritage as an innovator and show
customers, in many tangible ways, that we value and respect them.
Customers continuously tell us that they love our products, but they don’t love the inconsistency with
which our products and services are sometimes delivered. This includes everything from customer
service, to our communication of service changes and the performance and reliability of our products.
Employees tell us that while they want to deliver an outstanding experience everytime, our systems, our
tracking and our business processes don’t always make that possible.
What We Hear from Employees
In our most recent CredoSpeak, our employee survey, more than 74,000 employees (79 percent) shared
their voices. Ninety-four percent of employees say they are willing to give extra effort to help Comcast (or
their division) meet its goals—22 points higher than the U.S. norm (survey of random employees from a
variety of U.S. companies in multiple industries). We have wonderful, dedicated employees who are proud
to be Comcast employees. Most employees (74 percent) think Comcast is a “great place to work” and
more than three-quarters of employees (79 percent) are “proud to work at Comcast.” Employees want to
help us succeed and will go above and beyond to help us do so.
However, given increased competition, a tough economy and changes in our business, employee responses
reflected a desire to change the customer experience and transform our company to enable them to deliver
a better customer experience. Only 58 percent of employees believe that an attitude of service is common
throughout Comcast (or their division). And only 55 percent of employees said that our “processes” for
delivering a good customer experience are as simple as possible.
The survey results indicate an engaged workforce that is ripe for change and is willing to help create a
culture that is focused on improving our customers’ experiences. Employees are asking to be involved in
that change and in the decisions that impact their jobs.
What We Hear from Customers
Our customers have told us how much they love the products and services we bring them every day.
When they work, our customers couldn’t be happier. Sometimes our products and services don’t work,
and that is just one of the most visible and immediate times when we need to do whatever it takes to
provide a superior customer experience to fix the problem.
As you know, customer service has been one of our most public issues in the last 24 months. It has
negatively impacted the relationship with our customers and our own employee morale. Naturally,
it is a key component of our efforts around the customer experience, but it is far from the only effort
we are undertaking.
Introduction
Customers have told us:
• They think communication is the key to a great customer experience.*
• They love our products, but are frustrated when they don’t work and they have to contact us.**
• They want us to show up when we say we’re going to and provide more accurate technician
arrival times.*
• They want us to get the job done right the first time.*
Many of the actions we are taking are designed to provide customers with a better experience. We want
all of our key audiences to know that our customers are at the center of what we do.
Potential customers also anecdotally hear about service incidents and negative stories and it resonates
and stays with them. Survey results indicate that potential customers do not yet feel the impact of the
many improvements we are making.
In summary, it has become clear that employees and consumers are urging us to make the customer
experience a priority. Ultimately, we need to prove to our customers, non-customers, employees and
the public that we respect and value them and are listening to what they say. This is shown through real
operational and transformational changes. We need to earn customers’ trust and provide them with the
best customer experience every day.
* Penn, Schoen & Berland Associates (PSB) Customer Guarantee primary research – April 2008
** Comcast’s Think Customer First Satisfaction Tracking Study
Introduction
What is dream big?
Everything we do going forward must reflect a customer-centric approach. We are preparing to introduce
a new way of talking about this transformation, internally and externally, so when customers, employees,
influencers and shareholders hear it they know that we mean business and they can trust and rely on
us. This company commitment will draw on our innovative heritage and speak to the incredible can-do
culture of Comcast. It celebrates Ralph Roberts’ original vision for Comcast and demonstrates our
intention to dramatically enhance the customer experience:
Dream big expresses our companywide commitment to delivering the most innovative and reliable
products and services to our customers in order to provide them with a superior experience. It is the
spirit that helped Comcast grow from one small system in Tupelo, Mississippi 45 years ago to where we
are today.
Innovation is in our DNA. We have always pioneered new technologies, re-imagined entire industries and
ultimately transformed customers’ experiences by giving them the most cutting-edge enhancements on
their televisions, Internet and phones. Whether it was launching On Demand, delivering the fastest Internet
speeds with 50 megabits per second of high-speed service, or creating Comcast Digital Voice, we’ve
always combined innovation and know-how to dream big.
That’s what has made us a success. And, it’s what will make our future exciting for everyone—employees,
customers and the communities we serve.
It’s important that we are clear with all of our audiences when we talk about dream big. Please refer
to the Marketing section, External Communications section and Internal Communications section, for
more details.
If you have any specific questions about dream big, you can contact:
Marketing
External Communications
Internal Communications
HR
Operations
Introduction
How We Will Talk About the Customer Experience?
These talking points outline the story of our ongoing transformation. They will help you have
conversations with your employees and external audiences to set this change in context and
outline the important activities going forward.
WHAT BROUGHT COMCAST TO THIS POINT
• In 1963, Comcast began as an investment by Ralph Roberts in one cable system in Tupelo,
Mississippi. It was an investment in the future, a dream of something more.
• Today, our company provides entertainment, high-speed Internet and voice services that have
literally transformed the way people watch television…the way people find information…and
the way people communicate with each other.
• Comcast has a long-standing history of blazing new trails and staying way ahead of the curve.
We will continue to stretch the limits of innovation with initiatives like Project Infinity that will give
consumers exponentially more video choices; DOCSIS 3.0, which delivers some of the fastest
broadband Internet speeds, superior HD; On Demand video, smarter phone service; and the
benefits of product convergence.
• That constant innovation, in our products and in our thinking, has been part of our DNA since we
first began and is what will continue to drive us into the future.
• The extraordinary success we’ve been privileged to experience has also brought with it challenges
…increased competition…a 24/7 culture of customers that demands what it wants when it wants
it…technological cycles that get shorter by the day. And, while our customers love our products,
they have not always loved us – our company, our customer service or our industry.
• We have more than 24 million customers relying on us every minute of every day. They have high
expectations of us. We have to have higher expectations of ourselves.
• Throughout 2008, we’ve communicated to employees about the transformative strategies of
product superiority, customer focus and financial balance that we are undertaking to ensure that
the company continues to grow and thrive in the coming years. We’re a financially disciplined
company, and always want to be. And developing “can’t-live-without-it” products is what our
customers love about us. As we move ahead in 2009, we will work to achieve the following
operating goals:
— Adjust to tough economic climate
— Exceed financial and unit targets
— Improve customer service and reliability
— Invest in digital conversion and wideband
— Improve retention and credit/collections
— Achieve Business Services plan
— Maximize ad sales opportunities
— Manage through digital transition
— Communicate and adopt new ideas
CUSTOMER EXPERIENCE
• But, a critical part of our success in 2009 and beyond is our ability to transform the customer
experience. We want our customers to be happy they’ve chosen Comcast and we need to deliver a
superior customer experience every day.
• At Comcast, we define the customer experience as: “With every interaction, we want our customers
to be amazed by the choice Comcast offers, excited by the innovation Comcast provides, and
pleased with the service and reliability of every interaction with Comcast.”
• To deliver on those expectations, we have to create our own standard–a standard that becomes the
highest quality benchmark for everything we do. That standard is our Credo. If we want to provide
the best customer experience, that has to be reflected in our Credo.
• We have evolved our Credo to put the customer and innovative products at the center of what we
do: “We will deliver a superior experience to our customers every day. Our products will be the best
and we will offer the most customer-friendly and reliable service in the market.”
• This Credo reflects what employees have been sharing with us in CredoSpeak, in our team
meetings and in our daily interactions. We want to be the best. We want to show the pride we have
in working for Comcast. We want to get it right.
• There is no magic wand to make this happen. To achieve this superior customer experience the
entire organization has to align—employees, products, service, technology, operations, finance,
programming and communications. And, we all have to work toward the same goal—to deliver a
better customer experience.
DREAM BIG
• To ensure that we are all focused on the same vision for this experience, we have created a name
for this effort to illustrate what we are trying to achieve. That name is dream big.
• Dream big expresses our companywide commitment to delivering the most innovative and reliable
products and services to our customers in order to provide them with a superior experience. It is
the spirit that helped Comcast grow from one small system in Tupelo, Mississippi 45 years ago to
where we are today.
COMCAST TRANSFORMATION
• The Credo is just the beginning. We have to back it up. We have to power our dreams. We are
“walking the walk” with the introduction of the Comcast Customer Guarantee. The Customer
Guarantee lets customers know what they can and should expect from Comcast. It outlines our
promise and the customers’ rights if we don’t live up to their expectations. The Customer Guarantee
is our unprecedented public commitment to our customers. The Customer Guarantee offers:
Introduction
— To give a 30-day, money-back guarantee on all of our services;
— To be respectful and courteous of customers and their homes;
— To answer customers’ questions at their convenience 24 hours a day, seven days a week;
— To offer easy-to-understand packages and provide a clear bill to each customer;
— To continually offer the best and most video choices;
— To quickly address any problems that the customer experiences; and
— To schedule appointments at our customers’ convenience and be mindful of their time.
• The execution of our Credo, the Customer Guarantee and all of our customer experience
improvements require massive operational transformation and investment. These important
operational improvements will demonstrate a change to our customers and other important
audiences so that they see, hear and feel a difference in Comcast for themselves. To succeed
we need a personal commitment from all of us.
• Part of that commitment is to acknowledge and respect the role that each of us plays in our
success. Showing respect to our customers and each other is critical to improving the Comcast
customer experience. All 100,000 employees must contribute to this transformation.
• We’ve built a unique culture and an exciting company over the past 45 years—all powered by our
people. By working together, we will live our Credo, deliver a superior experience to our customers
every day, and make our dreams and the dreams of our customers a reality.
• Now, it’s up to us, all of us, to power that dream. With every interaction, we want our customers to
be amazed by the choice Comcast offers, excited by the innovation Comcast provides and pleased
with the service and reliability of every Comcast employee.
Introduction
Introduction
Fast Facts about Our Company Today
We’ve come a long way in 45 years. From one system, we’ve grown into an American
success story. So, what is Comcast today? Here’s a quick look:
Comcast Corporation is the nation’s leading provider of entertainment, information
and communication products and services. With 24.2 million cable customers, 14.9
million high-speed Internet customers and 6.5 million Comcast Digital Voice customers,
Comcast is principally involved in the development, management and operation of
broadband cable systems and in the delivery of programming content.
Comcast provides a wide variety of products and services:
• Video: Comcast is the nation’s largest video provider offering interactive services packed with the
most high definition, video on demand and best content.
• High-Speed Internet: The nation’s largest residential broadband Internet service provider, Comcast
offers cross-platform features with the best speeds, reliability and online content.
• Comcast Digital Voice: Comcast’s IP-enabled digital voice service is the first digital home phone
service to deliver a seamless and converged communications experience across Comcast’s
services and customers’ devices.
• Comcast Business Class: Backed by industry-leading, 24/7 business-class support, Comcast
provides advanced communication solutions to small and mid-sized organizations to help them
meet their business objectives.
Comcast content networks, Comcast Interactive Media, and Comcast investments:
• Comcast Programming Group: E! Entertainment Television, Style Network, Golf Channel, VERSUS,
G4, PBS KIDS Sprout, TV One, FEARnet and ten Comcast SportsNet branded regional networks.
• Comcast Interactive Media (CIM): CIM is dedicated to developing and operating online and
cross-platform entertainment and media businesses, including Comcast.net, Fancast.com,
DailyCandy, Fandango, Plaxo, and thePlatform.
• Comcast-Spectacor: Major holdings include the Philadelphia Flyers (NHL), the Philadelphia 76ers
(NBA), the two arenas in which their teams play, the Wachovia Center and Wachovia Spectrum, four
Flyers Skate Zone community ice skating and hockey rinks and Comcast SportsNet Philadelphia.
In addition, the unit is the principal owner of Global Spectrum, with more than 75 facilities
throughout the United States and Canada; Ovations Food Services; New Era Tickets and Front
Row Marketing Services.
Dream big: Transforming the Customer
Experience Checklist:
The following provides suggestions on how to best utilize the information in
this Playbook.
 Read through this Playbook for more specifics on how to rollout and support our
company-wide transformation.
 Determine the most effective and collaborative way to cascade dream big and customer
experience messages and behaviors through your office, team or region.
 Ensure all your employees know the context for change. Make sure they view the dream big
“ComcastLive” employee broadcast, and ask questions if they have any.
 Use these talking points to guide your conversations with employees and with external audiences.
 Determine what you can do today to increase the impact that you and your team has in delivering
a superior customer experience.
Introduction
Evolving the
Comcast
Credo
Section 2
Evolving the Comcast Credo
Our Credo
We reviewed the old Credo and realized it was focused on our products, and not as much on our
customer’s experience or service. We have evolved the Credo to put both our products and the customer
at the center of what we do. This new Credo emphasizes our organizational mission to deliver a superior
customer experience.
This Credo also reflects what employees have been sharing with us in CredoSpeak, in team meetings and
daily interactions. We want to be the best. We want to show the pride we have in working for Comcast. We
want to get it right.
Here is our evolved Credo:
We will deliver a superior
experience to our customers
every day. Our products will be
the best and we will offer the
most customer-friendly and
reliable service in the market.
Evolving the Comcast Credo
In addition to the Credo, our Promise and Touchstones explain how we will make the Credo come to life
every day.
Credo
Comcast will deliver a superior experience to our customers every day.
Our products will be the best and we will offer the most customer friendly
and reliable service in the market.
Our Promise
When Comcast was founded, Ralph J. Roberts’ dream was to bring more choice in content and a
better quality television picture to our customers. Today, in an age of constantly changing technology,
we are still committed to big dreams — and to making those dreams a reality for our customers, our
employees, and the communities we serve.
Our promise is made real through:
The Customer’s Experience
We want our customers to be amazed with the choice Comcast offers, excited by the innovation
Comcast provides and satisfied with the service and reliability of every interaction with Comcast.
The Reliability of Our Products
High quality products and services are what our customers expect and what we will deliver.
Superior Products That Offer More Choice and Value
Innovation is a constant at Comcast. We will continue to find new ways to give our customers more
than ever before.
Comcast Touchstones
Our touchstones are our values. They define us as a company. They help us achieve consistent
financial results. They lay the foundation for our future success. They are:
Ethics
We will always act with the highest standards of honesty, fairness, and integrity.
Respect
We will show respect for our customers and for each other.
Quality
We will offer the finest and most reliable products available.
Flexibility
We will always be open to new thinking and approaches, as this helps us adapt to an ever-changing
marketplace.
Diversity
We will respect and reflect the customers, communities, and cultures we serve.
Employee Focus
We will invest in our people because our company can only be as strong as the people who work here.
Enthusiasm
We will work with an unbridled passion for our customers and dream big for our business.
Operations
Section 3
Operations
Introduction
A critical part of our current and future success is having customers who are happy they’ve chosen
Comcast. Our ability to deliver a positive customer experience every day plays a big part in making our
customers feel valued.
To achieve our goal, every aspect of our organization has to align. Operations must lead the charge and
be prepared to successfully implement the exciting changes that are taking place.
This section of the Playbook focuses on the key operations components of the customer experience.
In this section, we:
• Unveil the new Customer Guarantee and breakdown the seven elements in it
• Detail some of the new tools we are deploying, like Grand Slam, to help us provide a superior
customer experience
• Discuss how we are focusing on network reliability to improve our customers’ experiences
• Provide a checklist for making sure the operations components are executed correctly
These operational elements are the foundation for demonstrating a change to our customers. They will
see, hear and feel a difference in Comcast for themselves. To do this, it takes a personal commitment
from all 100,000 employees to contribute to this transformation.
The Comcast Customer Guarantee
Our new Customer Guarantee lets our customers know what they can and should expect from us. It
outlines our promises to customers if we don’t live up to their expectations. The Customer Guarantee is
our unprecedented public commitment to our customers.
The Comcast Customer Guarantee
We are committed to providing you with a consistently superior customer
experience. If for any reason something goes wrong, we will work to resolve
the issue as quickly and professionally as we can.
We make the following guarantees:
1. We will give you a 30-day, money-back guarantee on all our services.
If you’re not satisfied and wish to cancel service for any reason, you can do so in the first 30 days and
get your money back. Simply return all equipment in good working order, and we’ll refund the monthly
recurring fee for your first 30 days of service and any charges you paid for standard installation.
2. We will treat you and your home with courtesy and respect.
Our technicians will clearly display their Comcast identification when they arrive at your home. They will
be trained and equipped to complete the job on the first visit. Our Customer Account Executives will be
courteous and knowledgeable when you contact us.
3. We will answer your questions at your convenience.
You can contact us 24 hours a day, 7 days a week regarding any service-related issue by calling
1-800-COMCAST or in any of the following ways:
• Online via Ask Comcast
• Live Chat online with a Comcast technician
• Online Community Forum
• Send us an e-mail and receive a response within 24 hours
4. We will offer easy-to-understand packages and provide you with a clear bill.
Our packages are designed to be straightforward. A call or visit to our website makes it easy to find a
package that’s right for you. We aim for the same clarity with our bills. You may view your monthly statement
and service details anytime by visiting www.comcast.com.
5. We will continually offer the best and most video choices.
We’re working hard to bring more choices to our customers instantaneously by using the full power of
our advanced network and decades of television experience. We will use On Demand to bring customers
dramatically more content choices, including more movies, more sports, more kids’ programs, more network
TV shows and more HD than anyone else.
6. We will quickly address any problem you may experience.
After the first visit to your home, if we do not satisfactorily complete installation or can’t resolve a routine
issue, we will extend a complimentary service to your account. Additionally, we won’t charge you for a
service visit that results from a Comcast equipment or network problem.
7. We will schedule appointments at your convenience and be mindful of your time.
As a courtesy, we will call you before we arrive at your home. And if we fail to arrive for a scheduled visit
during the appointment window, we will credit $20 to your account.
Operations
The Comcast Customer Guarantee (CCG) is our promise that we will hold our products, services and
employees to the highest standards. There are seven elements in the Customer Guarantee that will help
us focus on giving our customers the superior experiences they deserve and we want to deliver.
We piloted the Customer Guarantee in four markets (Charleston, the Twin Cities, Vermont and Central PA)
during the later parts of 2008 and the early indications of success in those trials are a sign of great things
to come.
For example, all pilot markets have seen a reduction in missed/late appointments since launching CCG:
• Charleston – 48% decrease (from 16.58% in week one to 8.65% in week 21)
• Twin Cities – averaging 8.62% (28% decrease since pre-launch)
• Vermont – average is 3.59% (a 20% decrease since pre-launch)
• Central PA – has seen a 9% decrease in the first five weeks of launch with an average of 7.91%
Repeat rate:
• Charleston has seen a 7% reduction in their repeat rate and are averaging 9.28% since the launch
of CCG
30-day Guarantee:
• Utilization is low among all pilot markets
In each trial, the market leader spearheaded the rollout using the Customer Guarantee Operations
Playbook, which contains information on how the Customer Guarantee will be launched to customers.
Operations Playbook
In addition to the Customer Guarantee Operations Playbook, Comcast University has developed extensive
training materials to support the rollout of the Customer Guarantee. Team Comcast materials
More details are available in the checklist on the last pages of this section.
The content below outlines each of the Customer Guarantee’s elements, and how you can operationalize
them.
1) We will give you a 30-day, money-back guarantee on all our services. If you’re not satisfied
and wish to cancel service for any reason, you can do so in the first 30 days and get your
money back. Simply return all equipment in good working order, and we’ll refund the
monthly recurring fee for your first 30 days of service and any charges you paid for standard
installation.
Who is eligible?
• New/returning residential customers
• Current residential customers who add or upgrade their services (e.g. Limited Basic to
Digital Preferred)
• Current customers who add products (e.g., adding an HD DVR to current package)
If the customer requests to activate the Comcast 30-Day Guarantee at any time within
the first 30 days of activating a new service or product, the customer’s account is to be
credited for:
Operations
Operations
• Monthly recurring charges for the service or product
• Installation fees (if applicable)
• Equipment charges
• Taxes and fees
For more information on the Comcast 30-Day Guarantee, go to the Operational Playbook on
TeamComcast:
• Comcast 30-Day Guarantee Credit Process – Amdocs/Comtrac and CSG Processes
• 30-Day Guarantee Rules and Limitations
• 30-Day Guarantee Training Process and Procedures
2) We will treat you and your home with courtesy and respect. Our technicians will display
their Comcast identification clearly when they arrive at your home. They will be trained and
equipped to complete the job on the first visit. Our Customer Account Executives will be
courteous and knowledgeable when you contact us.
To demonstrate this to our customers, our technicians (employees and contractors) will:
• Clearly display Comcast identification badges before entering a customer’s home
• Wear booties when entering a customer’s home, when needed
• Ensure a professional appearance (self, uniform, vehicle)
• Arrive on time for a customer’s appointment
• Leave a customer’s home in the condition in which it was found ensuring any trash or debris
from the job is cleaned and removed
• Say “thank you for being a Comcast customer”
Our technicians will communicate with our customers throughout the job:
• Upon arrival, ask the customer, “May I come in?” and confirm work order tasks with
the customer
• Midway through the job, check in with the customer to communicate progress and what tasks
are left. Estimate time needed to complete the job.
• Before departure, demonstrate the products for the customer to ensure everything is working
correctly and that the customer understands how to use them
• Say “thank you!”
For more information on Courtesy and Respect, go to the Operational Playbook on TeamComcast:
• The five core CQE roles during each interaction with the customer
3) We will answer your questions at your convenience. You can contact us 24 hours a day, seven
days a week regarding any service-related issue by calling 1-800-COMCAST or in any of the
following ways:
• Online via Ask Comcast
• Live Chat online with a CAE
• Online Community Forum
• Send us an email and receive a response within 24 hours
For more information, go to the Operational Playbook on TeamComcast:
4) We will offer easy-to-understand packages and provide you with a clear bill. Our packages
are designed to be straightforward. A call or visit to our website makes it easy to find a
package that’s right for you. We aim for the same clarity with our bills. You may view your
monthly statement and service details anytime by visiting www.comcast.com.
Customers have told us they want their bill to be easier to read, and we’ve listened. We are
introducing a new bill format designed specifically with customer feedback. It includes:
• A summary page clearly showing current charges for all monthly services
• Detailed sections that break down charges for each product so customers understand what
they’re paying for and why
• An easy way for them to find out how to get more information by phone or online if they still
have questions about their bill
PDF of new bill
Operations
5) We will continually offer the best and most video choices. We’re working hard to bring
more choices to our customers instantaneously by using the full power of our advanced
network and decades of television experience. We will use On Demand to bring customers
dramatically more content choices, including more movies, more sports, more kids
programs, more network TV shows and more HD than anyone else.
For more information on video choices, go to the Product section in this playbook:
6) We will quickly address any problem you experience. After the first visit to your home, if we
do not satisfactorily complete installation or can’t resolve a routine issue, we will extend
a complimentary service to your account. Additionally, we won’t charge you for a service
visit that results from a Comcast equipment or network problem. First call resolution is an
important driver of satisfaction.
Eligibility for offer:
• An Appreciation Offer is applicable for a customer who schedules a service call within 30 days
of the initial install visit or within 30 days of a first service call to correct a Comcast-related issue.
In this case, the customer is eligible for a complimentary service, known as an Appreciation
Offer, to be added to the account.
- Repeat Visit: The customer requires a service call for a Comcast-related issue within 30
days of an initial service call or install visit.
The Appreciation Offers available are:
• Digital customers - Free Pick a Pay (premium channels: HBO, SHO, MAX, STARZ, TMC) for
three months
• Analog customer - Free Digital Box for three months and Free Pick a Pay (one of the premium
channel noted above) for three months
• HSD customer Only - Free Blast (16 MG) for three months or Free Performance Plus (8MG) for
three months or $20 credit. (In DOCSIS 3.0 Markets, HSD customers will only have the $20
credit option)
• Platinum Customers - $20 credit
• CDV Only - $20 credit
For more information on this, go to the Operational Playbook on TeamComcast for:
• Rules and limitations
• More details on the Appreciation Offer
• Operations process for determining if offer is warranted and how to fulfill it immediately
• How Appreciation Offer will end and the ways in which Comcast will try to contact the customer
to inform them of its expiration
We will schedule appointments at your convenience and be mindful of your time. As a
courtesy, we will call you before we arrive at your home. And if we fail to arrive for a scheduled
visit during the appointment window, we will credit $20 to your account.
• For more information on this, go to the Operational Playbook on TeamComcast:
- Missed or late appointment call flow process
Operations
Comcast Customer Guarantee Q&A
We realize that questions may come from employees and customers about our Customer Guarantee.
Below are reactive talking points that can be used to answer any of their questions. If you receive any
media inquiries about the Customer Guarantee, please contact your local communications team.
ATTENTION COMMUNICATIONS TEAMS:
Initially, we do not want to proactively pitch the Customer Guarantee to the media. We believe it’s
important to “walk the walk” before we communicate about it proactively to external audiences. As the
Customer Guarantee rolls out across the country, we will evaluate the appropriate next steps for external
communication–both in advertising and with press.
In the meantime, if you receive any media calls, please use the approved messaging below.
What is the Comcast Customer Guarantee?
This Customer Guarantee outlines our commitment to our customers, and defines what they can expect
if we don’t live up to our commitments. The Customer Guarantee is Comcast’s promise that we will hold
our products, service and employees to the highest standards and that our goal is to provide a superior
customer experience the first time, every time.
What does it promise customers?
The Customer Guarantee lets customers know what they can and should expect from Comcast. Our goal
is to provide them with a consistently superior customer experience-whether at sign-up, during the normal
course of business or during a service visit. The Customer Guarantee outlines these promises and the
customers’ rights if we don’t live up to their expectations. Our Customer Guarantee promises:
• To give a 30-day, money-back guarantee on all of our services
• To be respectful and courteous of customers and their homes
• To answer customers’ questions at their convenience 24 hours a day, seven days a week
• To offer easy-to-understand packages and provide a clear bill to customers
• To continually offer the best and most video choices
• To quickly address any problems that the customer experiences
• To schedule appointments at our customers convenience and be mindful of their time
Why are we doing this?
To show our customers that we value, respect and appreciate them, we are holding ourselves accountable
to give them a better customer experience during every step in our relationship. We know that families in
your market depend on us for information, entertainment and communications every day, and we want
these customers to know that it’s a responsibility we take very seriously.
While we try to deliver a superior customer experience every time, there are unfortunately times when we
don’t get it right. When we make mistakes, it’s important for customers to know what they can expect from
us. If something does go wrong, we will acknowledge it and move quickly to fix it the first time. As you
will see in the Customer Guarantee, if we can’t fix the issue the first time, we’ll make sure the customer
knows we respect their time and appreciate their patience by offering a complimentary service for their
Operations
inconvenience.
Is this a national commitment?
Yes, this is a national commitment that will be rolled out in every market in early 2009. The rollout is being
staged to take place in your market at a time when it will cause the minimum disruption to the business,
and enjoy the maximum positive reception.
How are we rolling out the Customer Guarantee?
We began the rollout by conducting trials of the Comcast Customer Guarantee in some of our markets
across the country. Every indication is that these trials have been successful. As we move forward to roll
this out nationally to every division, we expect to see the same type of success that we experienced in
our test markets.
Customer Experience ScoreCard
Please take note of the checklist at the end of this section to help you in rolling out the Customer
Guarantee among employees.
Are we doing this because of complaints about poor customer service?
We recognize that we need to get better, which is why we are undertaking a company-wide effort to
improve our customers’ experiences. The Customer Guarantee is one part of a massive effort that the
entire company is focused on to serve our customers better. For example, we:
• Work on Saturdays and Sundays so customers can schedule appointments when it’s most
convenient for them
• Offer shorter appointment windows and increased availability of two and three-hour appointments
• Hired 12,000 new customer service agents and technicians in the past two years
• Opened eight new call centers in 2008 and added seating capacity to 11 existing centers
• Are improving our training and development programs for our employees
• Are providing our technicians with new tools like laptops and handheld devices that will help
improve on-time reliability
• Are calling before and after appointments to ensure that the work was performed correctly
• Are using new technologies that give customers the option of performing self-service functions
when they call 1-800-COMCAST and offer Web-based help tools like online chat with customer
account executives and an online database with a range of help topics
We recognize that these investments must be backed up with good customer service for each and every
one of our customers. That is our goal.
Operations
I’ve heard from reps that in the Comcast Guarantee you aren’t offering credit
but giving away free pay TV services for three months. Aren’t we trying to sell
customers something?
No. Pay television services are very popular with our customers. By giving them complimentary service
when we don’t resolve a routine issue the first time, we can provide added value to any customers who
have been inconvenienced. We will notify the customer 30 days prior to the Appreciation Offer ending
via postcard, e-mail or the phone. At the end of the three-month period of free service, the customer
can request to have the service continued at its normal monthly rate. Otherwise, it will be removed from
the customer’s account.
Operations
Customer Service: Systems, Tools and Processes to
Deliver a Superior Experience
We realize the extraordinary growth we’ve experienced has created unique challenges. One of those has
been that we haven’t been as responsive as we want to be. That is changing as we take more aggressive
action to improve our customers’ experiences with us.
We’ve taken advantage of the latest and most innovative new technologies and systems to ensure that
employees have the most effective tools at their fingertips. The focus is switching from fixing the problem
once the customer contacts us to actively managing our products and systems so that we can fix
problems before the customer even knows there is a problem.
Another major change is the ability for Comcast employees to troubleshoot without ever sending a
technician to the customer’s home.
This shift means our representatives are empowered to fix issues, answer questions and give customers
what they need–on the phone and in their homes. We are beginning to see a positive impact. Recently, we
started to see technician productivity rise significantly thanks to the tools we are giving them for
the field.
Here are some examples of what we are doing:
Grand Slam
Grand Slam is a new automated diagnostic/troubleshooting portal we developed that is at the heart of
our strategy to reduce repeat customer calls and foster first-time resolution. This software, which is being
added to customer service representatives’ desktops, enables agents who support Internet and phone
products to:
• Perform a remote “health check” and fix customer’s Comcast Digital Voice (CDV) and/or Comcast
high-speed Internet (CHSI) service issues without ever sending a technician to a customer’s house
• Most exciting in this family of solutions is the fact that we will introduce the ability for CAE’s to
check and fix video services while the customers is on the phone
Whole Home Check
Our customers have been very clear–they want us to eliminate the need for additional service calls or
technician visits to their home. And we listened.
While in the home on a specific service issue, the new “Whole Home Check” enables our technicians
to check, update or fix all other Comcast services in the home. The Whole Home Check means that the
technician will not leave until all of a customer’s Comcast products have been given a clean bill of health,
reducing the likelihood and frequency of call-backs.
Operations
Mobile Devices for Technicians
On-time reliability is a critical component of the customer service experience. To help improve on-time
reliability, we’ve given more than 13,000 handheld devices and 3,000 laptops to technicians. These new
devices:
• Foster better communication between our technicians and customer service representatives
• Allow for more accurate arrival time updates to customers and eliminate “no-shows”
• Boost customer confidence by improving on-time reliability or offering advance notice if we’re
running late
• Provide field technicians with the same Grand Slam “Whole Health Check” capability as the call
centers have. This creates a process that results in the reduced need for repeat visits, something
we know our customers love
Right now, 95 percent of the field has been deployed with workplace management/mobile devices and 65
percent of them are currently in use. We are planning to raise both statistics to 100 percent in 2009.
Casper
Casper is one of a suite of new online databases that provides customer service representatives with
the latest, most accurate information about products and pricing. This means that customers can get
the unsurpassed choice they have come to expect from Comcast, combined with timely and accurate
information and offers that are delivered consistently.
Lavastorm/Flawless
Lavastorm/Flawless is used to verify the accuracy of work orders generated by the call center so that
when a technician is dispatched, he or she has the most accurate information about the customer’s issue.
The technician will then have the right equipment onboard, and the most accurate information to best
serve the customer–“one and done.”
Operations
Product and Network Reliability
We have always invested heavily in our infrastructure to continually improve capacity and reliability. Recent
innovations in technology mean that we are better able to proactively identify and fix problems before a
customer ever has a service interruption and needs to call us.
Our efforts are focused on improving optical node health, investing in proactive service issue prevention
and making investments in capacity–all key elements of our Customer Experience ScoreCard.
Customer Experience ScoreCard
Investments in Optical Node Health
When the optical nodes are operating at peak performance, the customer receives video, data and voice
service at the best performance in their home or business. There are more than 115,000 fiber optic nodes
along this access network–more than any of our competitors. We aggressively monitor and manage each
of these critical nodes to make sure they are delivering peak performance.
Investments in Service Issue Prevention and “Proactive Approaches”
We serve more than 24 million customer households, the vast majority of which receive our services
without issue year-after-year. Two national operations centers and many local operations centers monitor
key equipment in our network to understand real-time performance and take immediate action if
performance falls below normal levels.
We also have built redundancy into our networks and other critical systems to ensure we have back-up
to keep the network and key systems running at maximum effectiveness. Our technologically advanced
network delivers converged video, data and voice.
Investments in Capacity
In the past year, Comcast has invested $6 billion to support our network and infrastructure, including
making sure we have the capacity and reliability to serve our growing number of customers and constantly
expanding services. We’re also investing in new technologies, like DOCSIS 3.0 to offer some of the fastest
broadband Internet speeds available.
To keep up to date on how we’re doing in these areas, refer to our monthly customer experience
ScoreCard. Division results are available mid-month, each month on TeamComcast.
Customer Experience ScoreCard
Operations
Customer Guarantee Checklist:
The purpose of the Comcast Customer Guarantee Launch Timeline and Preparation Task List is to support
the markets in completing necessary tasks to ensure a smooth CCG launch within each Region. Both
documents should be used as outlines that can be built on, changed or customized to meet the needs
of each Market/Region. For the detailed timeline and checklist of tasks to complete prior to launching the
Customer Guarantee, please go to the Operational Playbook on Sharepoint Here.
Operations
Employee
experience
Section 4
Employee Experience
Introduction
We’ve built a unique culture and an exciting company over the past 45 years—all powered by our people.
By working together, we will live our Credo, deliver a superior experience and make our dreams and the
dreams of our customers a reality.
This section is dedicated to outlining the tools, training opportunities and communications messages
available to every person in the company as we move toward our next great accomplishment: delivering a
superior customer experience every day.
In this section you will find:
• Internal Communications Strategy
- Dream big rollout
- Comcast Live
- Employee dream big Items
• Aligning Human Resources
• Powering the Dream
Internal Communications
Our internal communications strategy is designed to focus and engage our 100,000 employees on
transforming Comcast. It has been developed in conjunction with many of the operational, marketing and
HR strategies and programs outlined in this Playbook.
Below is a list of internal communications tactics that will be detailed further in this section:
1. Video Message Email from Dave Watson to All Employees – Feburary 23rd to supervisors, February
25th to all employees
2. “Comcast Live” All-Employee Broadcast – March TBD, 2009: The central point from which we
will launch dream big and reinforce our commitment to the customer experience
3. Surround Sound: Materials that will “surround” employees in their day-to-day work life with positive,
visual cues that build energy and momentum and reinforce our commitment to powering the dream.
4. Comcast Town Halls – February through April: Comcast national leadership will be attending regional
meetings throughout the country to discuss our transformation and the roles that leaders play in
helping to power the dream.
Aligning Human Resources
Because our employees will lead the charge in our customer experience transformation, we are also
refreshing and updating our Human Resources programs, policies and tools that align with our new
company focus. These include:
1. Competency Model
2. Talent Acquisition Materials
3. Talent Management Alignment
4. Comcast University Programs
Powering the dream
To dream big for our customers and for each other we need to do more than simply echo the words. We
need to power the dream.
As a leader how do you personally power the dream?
• As a strategist, you make smart, sound decisions that help us transform
• As a coach, you work with your employees to shape service-minded behavior
• As an innovator, you seek out, suggest and support operational changes that make us better and
encourage your employees to do the same
Employee Experience
• As a manager, you listen to and address employee questions, ideas and concerns, championing a
team atmosphere where everyone plays a part in our transformation
• As a colleague, you help others deliver on our commitments
• As a Comcaster, you keep up to date with our products and services with the goal to delight our
customers every day
• Through your strong leadership, you will help employees power the dream through our core values
–our Touchstones. When we dream big, we bring our Touchstones to life by:Acting with the highest
standards of honesty, fairness, and integrity.
• Showing respect for our customers, for each other, our communities, and the cultures we serve.
• Offering the finest and most reliable products available.
• Being open to new thinking and approaches, and adapting to an ever-changing marketplace.
• Investing in each other because our company can only be as strong as the people who work here.
• Working with an unbridled passion for our customers and for our business.
Employee Experience
Rollout Schedule
On February 25, Dave Watson will introduce dream big to all employees via a video email. Dave will
introduce dream big and provide an understanding of how it is part of our DNA, along with our Credo and
Guarantee. He’ll share the important role employees play in powering the dream, and ask for their help in
transforming our company. At that time, we’ll also give employees a preview of our dream big advertising
in advance of its national launch. Please make every effort to encourage your teams to view this message,
and be prepared to answer any questions they may have.
On March 11, we will officially launch dream big and kick off our internal communications strategy around
dream big, and also reinforcing the evolved Credo and rollout of the Customer Guarantee. It will be an
important opportunity for leadership to unite employees around dream big.
March 11, 2009
• 7:00 a.m. ET (or evening prior): Hang dream big posters in common areas
• 11:00 a.m. ET: Set up balloons, food and beverages in central location for “Comcast Live” viewing
• 12:00 p.m. ET (11:00 CT/10:00 MT/9:00 PT): “Comcast Live” viewing for all employees includes
video, discussion, and Q&A with Comcast execs
• 12:45 p.m. ET (or immediately following “Comcast Live”): Local Town Hall Meetings [to be
determined by each location]. Senior leader in each location to speak about how their location will
“power the dream”
• 2:30 p.m. ET: Distribute employee materials including Employee User Guides
• 4:00 p.m. ET: Email communication sent to all employees from local leadership
• Employees to take follow-up survey immediately following the broadcast on TeamComcast
(“Comcast Live” feedback survey)
Employee Experience
“Comcast Live” Activities
The tactics below are mandatory activities that will be executed in every location. Each location should
identify a point person or site coordinator to take care of planning and logistics. Site leadership needs to
provide the support and means necessary to excite employees about the Comcast customer experience.
The site coordinator should take pictures of the day’s events to document the experience and showcase
the facility’s efforts on TeamComcast post-event.
Comcast Live
Location leadership will extend an invitation to all employees to join in a communal viewing area for the
12:00 p.m. ET airing of a “Comcast Live” that will discuss dream big, the Customer Guarantee rollout and
reinforce the customer experience commitment and tools.
Location Events: Local Team Meetings
Immediately following “Comcast Live,” each location will continue with a local team meeting to answer any
questions that employees have and gauge immediate feedback to what they just heard. These sessions
should be led by local senior management who will share with employees what they will be doing
individually and collectively to “power the dream” and encourage employees to talk about how they will do
the same.
Distribution of Employee Materials
All employees will receive materials that reinforce the purpose of dream big. These materials include the
Employee User Guide, dream big posters and pins, which will be produced, paid for and shipped from
headquarters to the specified contact at each facility. Full description of these materials is in the
Surround Sound section below.
End of Day Communication
Each location should send an email follow-up to all employees at the end of the launch day to reinforce
the messages and reiterate how each employee can “power the dream.” Internal communications will
provide a template leaders can use for these follow-up e-mails. Lastly, employees will be asked to take a
survey to provide feedback on the “Comcast Live” program and the day’s activities.
A Note on Atmosphere
We want the dream big launch day to be an exciting day during which we demonstrate our appreciation
for and recognition of our employees. However, the significance of our transformation and the critical need
for employee action should not be lost.
It is recommended that food and beverages be served at local events. Depending on the time zone,
bringing in donuts and coffee or pizza and soda can help to create the desired atmosphere.
Employee Experience
“Comcast Live” Checklist
On March 11, Comcast will host “Comcast Live” which will further discuss our evolved Credo, the
Customer Guarantee and some of the work centered on dream big. The program will air at 12:30 p.m. (ET).
The following provides a checklist of items you should complete before, during and after the show.
Viewership Goals
This “Comcast Live” will center on our transformation. Employees have told us they want to be part of that
change, and “Comcast Live” is one way to help them do that. Every Comcaster regardless of their role
in the organization should be given the time to view this program. In fact, it is so important that we are
making this “Comcast Live” mandatory, either viewed live or in replay.
Your Role
As one of our leaders, you play an integral role in ensuring that all of our employees hear directly from
Ralph Roberts, Brian Roberts, Steve Burke and Dave Watson on how the company is transforming and the
role each of us–all 100,000 of us–plays in that transformation. Below is a brief checklist to help you prepare
and schedule the time for your employees to see and participate in this program.
Prior to the Show
 Work with your local engineering teams to ensure you have the show lined up for viewing. The
technical memo will be distributed on or around March 1.
 Collaborate with your local employee communications, Comcast University and HR teams to
secure a group viewing location. You can also work with these teams to promote the date of the
show. Posters and flyers are available now in the Employee Communications Workgroup. You can
also send an Outlook email invite, if your employees are on email.
 Discuss with your local employee communications, Comcast University and HR teams how to
distribute the dream big employee guides before or immediately after the show.
 Work with your local Comcast University team to identify a point of contact from your team who
will host the post-program exercise (communications and Comcast University trainers are on-point)
 Schedule time to decorate your location with the dream big posters and have food during the
show, e.g. pizza, snacks, etc. to create a festive, event-type environment.
 Discuss the show in your team meetings prior to the show and in your one-on-one meetings
with employees.
 Prepare talking points for a discussion before the show about what to expect, and, where
possible, tie in your local CredoSpeak results.
Employee Experience
During the Show
 Look for reactions from employees—what seems to resonate; what doesn’t.
 Take notes on topics you want to clarify, elaborate on or discuss after the show with your
employees.
 Have a copy of the Comcast University post program exercise and see how you would respond
to those questions.
Immediately After the Show
 Get the reaction from your team. Refer to the talking points in the introduction section of this
Playbook. The talking points are available to help guide the conversation and reinforce
key messages.
 Thank your team for all that they are already doing to enhance our customers’ experiences.
 Discuss how your team plans to power the dream locally.
 Recognize the strong service performers among your team.
 Participate in your team’s Comcast University post-program exercise and take notes on
employees’ feedback and questions. Share this feedback with your employee communications,
Comcast University and HR teams for use with your regional, division and headquarters teams.
Feedback will be used to continue to refine and enhance future communications and operational
changes.
 As a takeaway, ask for volunteers to participate in focus groups to dig deeper into the feedback
that employees shared via CredoSpeak that will help strengthen Comcast as a great place to work,
and also shed additional light on the ways we can execute on our Credo. Schedule a date to follow
up with them.
 Work with your local employee communications and HR teams to distribute the dream big
employee guides so that every employee can help the company begin our transformation.
 If you have employees in your location who are not able to view the program live, schedule time for
them to watch it through one of the full-length replays available on TeamComcast shortly after
the broadcast. DVDs will be available to order through the Comcast Store after “Comcast Live”.
Options for the “Comcast Live” replay will be detailed in the technical memo.
 After those employees have viewed it, hold a similar exercise for them, which reinforces the key
messages, and gives these Comcasters an opportunity to offer feedback.
Future “Comcast Live” Programs
Take the experiences you learned from this “Comcast Live” and apply them to future employee broadcasts
so that employees continue to hear directly from our most senior leaders about the vision of the company,
and how we are powering the dream.
Employee Experience
Employee dream big Items
There are several items that have been developed to help bring dream big to life for employees. The idea
is to surround employees in their day-to-day work-environment with positive visual cues that build energy
and momentum, reinforcing our commitment to powering the dream.
Employee dream big materials include:
• Employee User Guide will be sent to each facility prior to ”Comcast Live.” It includes information
on dream big so all employees can fully understand what dream big means to the organization
and how they play an essential role.
• Dream big pins will be sent to each facility prior to “Comcast Live.” They will be given out to
each employee.
• Dream big posters will be sent to each facility prior to “Comcast Live.” These posters should be
hung in common/central areas, such as hallways, kitchens, conference rooms, etc. We recommend
that posters be hung the evening prior to Launch Day or prior to office hours on March 11.
Comcast Town Halls
In February, March and April, Comcast national leadership will be attending regional meetings throughout
the country to discuss our transformation and the roles that leaders play in helping to power the dream.
Information regarding these town halls, including dates, venues and other details will be coming from our
regional communications teams.
Employee Experience
Aligning Human Resources
To transform our company and build a service-focused culture, it takes a personal commitment from all
of us–all 100,000 employees.
A superior customer experience starts with employees. It begins at recruitment, continues through
onboarding and grows through all phases of an employee’s career at Comcast.
Following is a look at how Comcast is enhancing that employee experience—from hire to retire.
To find more information, go to this HR alignment link on TeamComcast:
Talent Acquisition
While Comcast’s recruiting has been successful in an extremely competitive job market, we are enhancing
our competitiveness by better utilizing recruiting professionals, reducing process redundancy, enhancing
accountability, defining processes, and ensuring compliance–all within a trackable and measurable
environment. To that end, we have implemented two elements that build on our successes:
• A corporate recruiting model within HR that is positioned to deliver a higher quality recruiting
experience for candidates, hiring managers and recruiters alike.
• The creation and use of a recruitment marketing theme. The theme–“It’s more exciting here!”–
was designed to capture the culture and environment at Comcast. The theme is intended to attract
individuals who are looking for excitement in their daily work, enjoy being able to make a difference
for customers and directly contribute to the success of the Comcast. This theme can be found
throughout our recruitment materials and on our career and diversity websites.
To find more information, go to this HR alignment link on TeamComcast:
Performance Management (Comcast Talent
Successful employees need to understand the company’s goals as a customer-focused organization
and how their individual performance impacts our customers, both externally and internally. Through
improvements to our Comcast Talent Performance Management program, employees will be engaged
in their Comcast career, know their individual and team goals and be recognized and rewarded for
achieving those goals, which will be aligned with the company’s plan to improve the customer experience.
Employees also will see how their performance links to their pay through opportunities for merit increases.
• Comcast’s 2009 corporate goals reflect our customer focus. You should ensure that the goals that
you set for yourself and your team in 2009 are aligned with the company’s goals.
• You will receive additional education and tools from Human Resources and Comcast University to
help you during the entire performance management and merit review processes including: goal
setting at the beginning of the year, individual connection meetings with your employees where
you’ll give feedback on their performance and progress toward meeting team goals, and during the
year-end performance appraisal merit review process.
• The 2009 Comcast Incentive Program (CIP) will have elements that link this bonus to the customer
experience.
To find more information, go to this HR alignment link on TeamComcast:
Employee Experience
Note: Employees who are represented by a labor union may, or may not, be eligible for the program
described in this document. The eligibility of represented employees for this program may be governed by
the applicable collective bargaining agreement(s) and/or be subject to collective bargaining.
Comcast Competencies
In order to align our employees with our new culture, we revitalized our core competencies, which are the
skills, knowledge, abilities behaviors or actions that a person is expected to demonstrate on the job. The
existing 19 competencies were streamlined into ten, providing a foundational competency model that not
only supports strategic company initiatives and our culture but is also manageable and measurable.
The new Comcast competencies will be used in the 2009 Comcast Talent Performance Management
process and integrated in the Employee and Manager Self-Service tool. Sometime before mid-year, you’ll
use the Comcast Competencies to create individual development goals based on the goals for the year
and your team’s objectives.
To find more information, go to this HR alignment link on TeamComcast:
Comcast University
Comcast training truly separates our company from the competition – and Comcast University is at the
heart of these internal resources. Employees cite Comcast University as a major source in creating a
culture of empowerment. As you may know, Comcast University has piloted in-market and rolled out the
following customer experience modules in support of the Customer Guarantee:
• Comcast Customer Guarantee E-Learning Overview: Online training that is mandatory for all
employees prior to launch. Length: 20 minutes.
• Operationalizing the Comcast Customer Guarantee: Instructor-led training that is mandatory for
all leaders prior to your market’s launch of the Customer Guarantee. Length: 2 hours.
• Comcast Customer Guarantee: Instructor-led training that is mandatory for all customerimpacting
employees prior to your market’s launch of the Customer Guarantee. Length: 2 hours
• Post Comcast Customer Guarantee E-learning Refresher: Online training that is mandatory
for all customer-impacting employees 30-45 days after your market’s launch of the Customer
Guarantee. Length: 10 minutes
Within these trainings, employees are introduced to the elements of the Customer Guarantee and how we
operationalize these elements. In addition, these trainings and other career path coursework look at key
aspects of the customer experience such as ways to respect the customer, the importance of product
education and more.
Additionally, there is a Courtesy and Respect Overview E-Learning module and nine
CommCapsules related to the Customer Guarantee and each of its elements that are available
for leaders to use during team meetings and team huddles. These reinforcement tools include
discussion points, job aids and activities. They are available on Teamcomcast.
To find more information, go to this HR alignment link on TeamComcast:
Employee Experience
Rewards & Recognition
Recognizing and rewarding employees for their “above and beyond” efforts are critical to retention and
our overall success. Recognizing your employees in a meaningful way can include:
• Personal “thank you” notes
• On the spot, personal thanks
• Inclusion in special projects
• New assignments
• Nominations for special awards such as Circle of Success and Bow Tie Award.
Bow Tie Award: A New Recognition Program Supporting the Customer Guarantee
The “Bow Tie” Award, honoring Ralph’s drive for excellence, is a new quarterly award recognizing top
performers in each Region who consistently exceed their key performance goals, take service to their
customers to the next level and live the Credo. Look for the first awards to be presented in April 2009 to
our top ranked customer account executives (CAE), technicians and dispatch teams in every region.
Bow Tie Rewards
The top five CAEs and technicians in each region will receive a Bow Tie Award based on their ranking over
the quarter in key metrics supporting our Customer Guarantee. A special Bow Tie Team recognition will be
presented in each region to the top dispatch team.
• The top Care and Technical Operations performers will be profiled on TeamComcast, be able to
share best practices across the company, and receive an extra day off for the year.
• The dispatch team in each region will be profiled on TeamComcast, be able to share best practices
across the company and receive a special Bow Tie Team recognition.
• All Bow Tie Award winners will be nominated for a Circle of Success Award.
Bow Tie CAEs
These awards will be based on First Call Resolution, Work Order Accuracy and other specific criteria
determined by the region. The top CAE in the following functions (if represented in the region) will receive
an award:
• Billing / General Inquiry
• Retention
• Sales
• Tier or Advanced Support (IP Tech Support)
• Video Repair
Bow Tie Techs
The top five technicians in each region will be based on combined repeat metric for service calls and calls
on install. The rankings and winners will be determined by these criteria in the On Trac system.
Employee Experience
Employee Experience
Bow Tie Dispatch Team
The Dispatch team with the best on-time performance beating the 10% missed appointment goal in each
Region will receive a special Bow Tie team recognition. Special recognition, such as an on-site breakfast
or lunch, with local leaders awarding the Bow Tie trophy to be displayed in their office for the quarter.
Trophy will travel within a region to the winning team’s office each quarter.
To find more information, go to this HR alignment link on TeamComcast:
Dream Series
“Dream Series” is a new national competition which is designed to improve the customer experience.
Regions will be partnered together to form teams that will compete against each other in reducing
customer repeat issues. Results will be calculated monthly and will be pulled from the Customer
Experience ScoreCard. This friendly rivalry will encourage teams to over-achieve in reducing repeat
customer issues and the Dream Series winner will qualify for a major monetary prize – (cash, trophy,
ultimate bragging rights). Additional details on the Dream Series to include the national communications
plan, dates and other important information will be made available in the coming weeks.
Additional Employee Experience Information
• Internal Communications Channels
• Talent Acquisition
• Comcast University
• Reward & Recognition
• Career Progression
Employee Experience Checklist:
This checklist provides suggested activities and actions you should take in order to ensure your teams
are up to speed on all relevant employee experience information and programs.
 Comcast Live Appoint local logistics coordinator for tasks such as decoration, food and employee
materials distribution
 Coordinate with local facility leadership for support
 Ensure all employees at your location know that “Comcast Live” is mandatory and how they can
watch it [See full Comcast Live checklist]
 Identify contact to coordinate distribution for employee materials (pins, posters and Employee
User Guide)
 Use talking points [“How We Will Talk About the customer experience?”] to assist with messaging
for local town hall following “Comcast Live.”
 Send follow-up email to employees
Use of dream big
 Refer to brand guidelines on the Comcast Store
Talent Acquisition
 Contact your local recruiter or HR representative for more information
 Hold meeting with local HR team to review
Performance Management (Comcast Talent)
 Visit TeamComcast > Learning & Development > Managing a Team > Performance Management
for manager materials or contact your local HR representative for more information
 Hold meeting with local HR team to review
 Meet with individual team members to set clear goals that are aligned with those of the company
and your team
 Discuss your employees’ development in their current job and also their career goals, and coach
them using the new Comcast Competency Model on progress and the steps they need to take
 Meet with team members throughout the year to provide feedback on their individual performance
and how they’re progressing toward achieving their goals
 At the end of the year, rate team members’ performance and meet with your employees to discuss
their performance reviews
 Decide how to distribute your merit increase budget based on your employees’ performance
Employee Experience
Comcast Competencies
 Visit Comcast Leadership Competencies for more information
 Hold meeting with local HR team to review
 Using the new Comcast competencies by mid-year to create an individual development plan (see
Comcast talent above)
Comcast University
 Meet with local HR or Comcast University teams to review updates to training opportunities and
career progression
 Identify which Comcast University modules are most appropriate for your team and provide them
with information and suggested tracks
 Send communication to employees about new Comcast University Modules that support the
Customer Guarantee, as well as new career progression opportunities/materials
Career Progression
 Hold meeting with local HR team to review
 Review formal career development programs and help your team members understand which ones
they need to participate in
Rewards and Recognition
 Thank your employees every day for a job well done
 Find personal ways to recognize top performers
 Communicate “what it takes” to provide superior customer service and win a “Bow Tie”
 Identify employees who should be honored and submit applications for them
 Conduct meeting with local HR team to determine execution of additional recognition methods
 Send communication to employees regarding updates and new opportunities for reward
and recognition
 Hold “Connection Meetings” with your employees to provide formal recognition for their
achievements
Employee Experience
Products
Section 5
Products
Introduction
Constant innovation, in our products and in our thinking, has been part of our DNA since we first began,
and is what will continue to drive us into the future. Developing “can’t-live-without-it” products is what our
customers love about us. And that is why one of our key business strategies is product superiority. It will
be a fundamental element to transforming the customer experience.
This section outlines how the power of our products has quite literally changed entire industries from
the Internet to television and phone. With our evolved credo, we are putting the customer and innovative
products at the center of what we do. In this section you will find information on:
a. Video Product Innovation
b. High-Speed Internet Product Innovation
c. Digital Voice Innovation
d. Comcast Triple Play
e. Comcast Business Class
f. Comcast Interactive Media (CIM)
g. Comcast Programming Group
The power of our video, voice and data services are continuing to change the way our customers
watch TV, communicate and use the Internet. The network delivering that innovation reaches nearly 47
million homes and serves entertainment and information anytime and anywhere–fulfilling the dreams of
customers to make life easier and simpler. All of this comes to life in the form of the products we deliver to
our customers every day. Comcast has a long-standing history of blazing new trails and staying ahead of
the curve. Through constant innovation, in our products, in our networks and in our thinking, Comcast will
deliver a superior experience to all our customers every single day.
1) Video Product Innovation
Comcast is the nation’s largest video provider, leading the industry with interactive services through
digital cable, video on demand (VOD) and HD television.
We deliver the best television viewing experience with the industry’s leading VOD service, an
integrated Digital Video Recorder service and an unsurpassed HD experience with the most
choices. We offer unparalleled choice and control–a killer combination our competitors
can’t match.
A. Project Infinity We are well underway with Project Infinity, our vision to give consumers the
ability to watch any movie, television show, user-generated content or video that a producer
wants to make available. Project Infinity will continue the evolution of time-shifted viewing that
began with the huge success of our On Demand service. When we launched VOD—we changed
the way people watch TV forever and in the process made content more convenient for our
customers, while giving them more choice and control. We didn’t just improve pay-per-view we
taught America how to time-shift their television experience. Project Infinity is a logical extension
of our television and online content strategy, which will give customers exponentially more
choice. We’ve just hit our first major milestone with Project Infinity – 1,000 HD choices – the most
available anywhere.
B. On Demand The Comcast On Demand product fundamentally changed the way people
watch TV and now drives HD growth. Today, we have On Demand available to virtually all of our
customers with more than 10,000 choices each month, and, in 2009, will surpass more than 10
billion On Demand views
For more information, go to the Press Center on Team Comcast:
2) High-Speed Internet Product Innovation
Comcast changed the Internet experience for millions of customers by providing the fastest
speeds, reliable service, trusted security, and online content. Our high-speed Internet is the nation’s
largest residential broadband Internet service running on an advanced fiber-optic network that
offers cross-platform features. We didn’t just make the Internet faster, we supercharged it with 50
megabits per second service — and we’re just getting started. The founders of Google have said
repeatedly that “there would be no Google without broadband Internet.”
Products
Comcast will become the first Internet Service Provider (ISP) to deploy next-gen DOCSIS
3.0—ushering in a new era of speed for consumers. DOCSIS 3.0 will revolutionize the customer
experience and establish a whole new platform for innovation in the years ahead. Consumers have
an unquenchable thirst for entertainment, communications and information, and wideband will
enhance their Internet experience by providing even faster access to what they want online. We will
deliver speeds of up to 100 Mbps to our customers over the next two years with the capability of
delivering even faster speeds of 160 Mbps or more in the future.
For more information, go to the Press Center on Team Comcast:
3) Voice Service Innovation
Comcast is reinventing home phone service for the 21st Century by bringing innovative new
features to consumers for a better price. As of Q308, Comcast is the fourth largest residential
phone service provider in the U.S. and quickly closing in on being the third largest. Comcast is
the only company that can deliver all three products on one converged network in a compelling
package to more than 47 million homes. Consumers are saving with Comcast Digital Voice too, as
service can be 20% to 30% less than equivalent services from traditional phone companies.
Our IP-enabled digital voice service offers consumers the quality they expect in a phone service
combined with new interactive features. Comcast’s IP-enabled digital voice service is the first
home phone service to deliver a seamless and converged communications experience across all
of Comcast’s services (including cable and high-speed Internet) and customers’ devices.
A. Comcast’s Smart Zone™ Communications Center is an innovative online application
that manages email, voicemail and a universal address book in one place. Integrated email
and voicemail enable customers to view, send and manage email and voicemail together in
one convenient location online. Voicemail also becomes “viewable” and offers the ability to
be listened to in any order you choose and can even be forwarded just like an email. In the
future, SmartZone will offer additional features such as Remote DVR scheduling and Instant
Messaging. SmartZone Interactive Demo
B. Enhanced Cordless Phone –We are currently trialing an Enhanced Cordless Telephone —a
next-generation cordless home phone that will enable interactive content and features on the
handset and linked to the SmartZone Message Center — that will continue to change the way
customers think about and use their home phone
For more information, go to the Press Center on Team Comcast:
Products
4) Comcast Triple Play
Triple Play has proven to be an industry game changer and a growth engine for the company.
Comcast Triple Play packages offer consumers the most savings for video, voice and Internet with
a plan to fit nearly any customer need from the most basic to the most feature-rich. More than 23
percent of all our customers have signed up for all three products as part of a Triple Play package,
and the next evolution of this product is on the horizon. The new HD Triple Play includes free
HD, faster internet and smarter home phone service, and with the Premier HD Triple Play bundle,
consumers will get a free HD DVR —talk about game changing.
For more information, go to the Press Center on Team Comcast:
5) Comcast Business Class
Comcast provides phone, Internet and video services to business customers across our national
footprint. We are dedicated to helping small- and medium-sized businesses increase productivity
and ultimately, improve their bottom line by providing advanced communication solutions that help
them grow and prosper.
A. Microsoft Communication Services–Partnering with Microsoft, Comcast is bringing Outlook
2007 and SharePoint 3.0 to small and medium businesses. Now, these businesses can share
email, calendaring and even files using world-class products usually reserved for large
companies. Comcast is the first Internet provider to include Microsoft Communication Services
with our Internet Service.
B. Business Class Speed–With download speeds up to 16 Mbps and upload speeds up to 2
Mbps, Comcast Business Class gives customers an ultra-fast broadband connection that’s
more than 5 times faster than standard 3 Mbps DSL. These speeds offer our Business Class
Internet customers a better Internet solution at no additional cost, doubling the speeds on our
fastest tier of service which is faster than the competition.
FOR QUICK REFERENCE–SUMMARY OF INITIAL DOCSIS 3.0 BUSINESS CLASS TIERS:
• Starter (12 Mbps / 2 Mbps) (If asked: up to 15/3 Mbps with PowerBoost)
6/1 Mbps customers migrating to 12/2 Mbps (customer retains rate as contracted)
• EXISTING CUSTOMER TIER: Preferred (16 Mbps / 2 Mbps)
(If asked: up to 20/4 Mbps with PowerBoost)
16/2 Mbps customers stay on 16/2 Mbps, as majority of customers were recently upgraded
from 8/1 Mbps services.
Its current price is $89.95/mo
Products
Products
• NEW TIER: Premium (22 Mbps / 5 Mbps) (If asked: up to 30/5 Mbps with PowerBoost)
22/5 Mbps is a new tier with current price of $99.95/mo
Only available where we’ve launched DOCSIS 3.0
• NEW TIER: Deluxe (50 Mbps / 10 Mbps)
50/10 Mbps is a new tier with current price of $189.95/mo
Only available where we’ve launched DOCSIS 3.0
• Basic Connect tier customers will remain at 768 Kbps / 384 Kbps
C. Tools and Resources–Tools such as Microsoft Communication Services, Web Hosting,
SharePoint, IP Gateway, MacAfee VirusScan, 24/7 Business Class support are part of a total
package for small- to mid-sized businesses.
For more information, go to the Press Center on Team Comcast:
6) Comcast Entertainment Units
Comcast Interactive Media (CIM) develops and operates online and cross-platform entertainment
and media businesses, including Comcast.net (www.comcast.net) one of the country’s most visited
websites. CIM’s other properties include Fandango.com, a top movie and entertainment destination,
selling movie tickets for over 15,000 screens; Fancast.com, a national online entertainment
site; DailyCandy, the hottest daily lifestyle e-mail newsletter and website targeted for women;
thePlatform, the industry-leading provider of digital media publishing solutions over broadband
and wireless networks; and Plaxo, an online social networking based platform.
For more information, go to the Comcast Interactive Media site on Team Comcast:
Comcast Programming Group manages Comcast’s content networks with a focus on building
programming brands that leverage Comcast’s unique multiplatform expertise to deliver cable
television programming and non-linear content to targeted demographics on networks like E!, The
Golf Channel, VERSUS, G4, Style, TV One, Sprout, FEARnet, ExerciseTV and 10 Comcast Sports
Nets branded regional sports networks.
For more information, go to the Comcast Programming News section on Team Comcast:
Products Checklist:
The Golf Channel, VERSUS, G4, Style, TV One, Sprout, FEARnet, ExerciseTV and 10 Comcast SportsNets
branded regional sports networks.
For more information, go to the Comcast Programming News section on Team Comcast:
Below please find suggested activities to help ensure you and your teams are knowledgeable about our
range of products and services.
 Encourage your employees to become knowledgeable about our products. Regardless of their role,
we want them to speak confidently and intelligently with our customers and potential customers
about our products, services and enhancements
 Hold sessions to help improve your team’s knowledge of Comcast products and services and post
or alert them to where they can find relevant information.
 As new products and services are rolledout, put a process in place to alert your employees.
 Visit TeamComcast regularly for the latest news and updates on our products and services.
Products
Marketing
Section 6
Marketing
Introduction
Repositioning our brand is a key part of transforming the customer experience and building a preference
for Comcast in the marketplace.
This transformation of the customer experience starts with building the most reliable network and offering
the best products, including over 1,000 HD choices, smarter phone features and more convergence
across all the products we offer. Now we are ready for a new advertising campaign and brand guidelines
so we can bring our message to consumers.
Dream big is more than just a theme or a tagline. Dream big expresses our companywide commitment
to delivering the most innovative and reliable products and services to our customers in order to provide
them with a superior experience. The customer is at the center of this story–we dream big so that we
can bring customers better, more entertaining experiences through our innovative products and services.
Dream big will also act as a support point in our external advertising messages to consumers. Dream big
embodies the excitement and enthusiasm we have for our products and how these products enhance
the lives of our customers. It will help launch a refreshed identity and a new body of creative work that
differentiates our products and services.
In this section, we outline the dream big key components:
• Brand Platform
• Brand Guidelines
• Advertising Overview
• FAQs
• Checklist
Comcast’s Personality
With the impending launch of new, groundbreaking products and services—over 1,000 HD choices,
10,000 choices On Demand, even faster Internet speeds and convergent Digital Voice features—it’s more
important than ever that Comcast be seen as an innovative, dynamic, forward-looking company
that sets new standards.
With this transition comes a small but meaningful shift in tone of voice and messaging, and a new tagline.
While we still want to be likeable, we also want to make sure our innovation and technology story comes
through loud and clear.
This means that the quirkiness and humor of Comcastic is evolving to a more sophisticated tone that is
both straightforward and confident. Our tagline is changing from “It’s Comcastic” to “dream big.”
Personality attributes of the Comcast brand:
Innovative
Comcast is always looking for a new and better way to deliver exciting entertainment and information to
the communities in which we operate. Comcast delivers innovative technology, products and services
that meet customers’ ever-evolving needs.
Enthusiastic
Comcast improves the lives of its customers with entertaining content and information that frees them to
do more than they thought possible. This energy and vitality is captured in our products and services and
is embodied by Comcast employees.
Confident
Comcast passionately believes in its unrivaled ability to provide amazing entertainment and enriching
information to our customers. Everything we do to empower consumers with exciting products and
unmatched choice reflects Comcast’s bold and expressive personality. We always act in a respectful,
professional and straightforward manner and communicate with clarity and transparency.
Likeable
Comcast remains in tune with its customers and employees, creating a relationship that is friendly, and
authentic. Comcast speaks with customers in a conversational tone that is good-natured and lighthearted
and our employees treat customers with respect.
Marketing
Marketing
Brand Platform
Our Credo
Comcast will deliver a superior experience to our customers every
day. Our products will be the best and we will offer the most
customer-friendly and reliable service in the market.
Our Promise
When Comcast was founded, Ralph J. Roberts’ dream was to bring
more choice in content and a better quality television picture to our
customers. Today, in an age of constantly changing technology, we are
still committed to big dreams — and to making those dreams a reality
for our customers, our employees, and the communities we serve.
Our promise is made real through:
• The Customer’s Experience
• The Reliability of Our Products
• Superior Products That Offer More Choice and Value
Comcast Touchstones
Ethics Diversity
Respect Employee Focus
Quality Enthusiasm
Flexibility
Personality Attributes
Innovative, Enthusiastic, Confident, Likeable
Tagline and Corporate Platform
dream big
Dream big Key Components
Brand Guidelines
For the past three years, we have been successfully delivering a Comcastic experience in TV, Internet
and Voice. However, with a bigger focus on innovation and a commitment to delivering a superior
customer experience, we need to update the way we communicate with our customers. So we are
introducing a new tagline, dream big, and we are making changes to our brand guidelines to better reflect
that spirit of innovation.
As we work to reposition our brand, an important tool will be our updated brand guidelines. These
comprehensive standards will address usage of dream big, our upcoming advertising campaign and
how we interact with customers at every touchpoint. From retail and packaging, uniforms and vans, to
bills, brochures, websites and welcome kits, the guidelines seek to build consistency throughout the
customer experience.
It is important to understand that this is an evolution of our existing identity guidelines rather than a
wholesale change. We know our identity system and messaging has been very effective; now we just
need to bring them in line with the spirit of dream big. You will see some changes in the way we present
ourselves, but much will be familiar.
Color
One of the biggest changes, other than use of the dream big tagline, will be a shift in color emphasis from
black backgrounds to white and colored backgrounds.. We think the visual change better reflects the
optimistic, visionary feel of dream big and has a contemporary, innovative and high-tech look.
Tone
Another big change is in the tone of our messaging. Change in language is intended to emphasize the
same sense of innovation and technology. The quirkiness and humor of “Comcastic” is evolving to become
more sophisticated. The personality of the work should be entertaining, like our products, and imaginative,
like our technology. Overall the tone should be smart, likable, genuine and engaging. We should avoid
falsely exuberant, cliché and over-the-top messaging.
Attributes
We’ve also updated our company-wide personality attributes, replacing “progressive” with “innovative.”
Again, this speaks to the need to make our customers aware of the exciting changes coming to our
products and our network. Along with “innovative,” our other personality attributes are “confident,”
“enthusiastic” and “likeable.”
New Brand Guidelines
A sample of the new brand guidelines is included in the Playbook and the entire set will be available on
the Comcast Store. These changes are effective immediately. The move from the “Comcastic” identity
should be implemented by all departments as soon as feasible.
Marketing
Using dream big
Dream big logo
The dream big logo lock-up must never be altered, modified or recreated. Any attempt to modify or alter
our logo lock-up is a direct violation of our brand standards. For greatest clarity and legibility, always
maintain a strong contrast between the logo and the background.
For TV tactics, we are in the process of developing an animated lock-up end treatment that will be
available soon.
Where and when to use dream big?
Dream big is an aspirational and emotional line. It can be used in both external and internal
communications, but there will be some limitations and guidelines for its use. In general, dream big
should be used in work that showcases Comcast’s continual innovation and the superior technology of
our products, but it should never be used in advertising that calls out the competition.
Usage standards for dream big are specified in the advertising and brand guidelines available on the
Comcast Store.
When do we use dream big in advertising?
Dream big should be used in brand, product-superiority, retention and acquisition advertising. It should
never be used in advertising that calls out the competition.
When do we use dream big in other materials?
Dream big can be used in other company communications, including internal communications, whenever
the materials are meant to reinforce the superior technology of Comcast’s products or to rally customers,
employees or shareholders around the company’s continual drive to innovate.
Where is dream big not appropriate?
Dream big is not appropriate for the following marketing applications:
• Competitive advertising
• Warnings, apology notices and product recall notices
• Price increase notices (including bills)
• Discontinuation of service notices
Marketing
Marketing
Can dream big be used in a headline?
No, dream big should never be used as part of a headline, either in internal or external communications,
or should the word “dream” be used separately in a headline. The tagline’s placement locked up with the
Comcast logo is sufficient for communicating the significance of dream big.
How do we use dream big in body copy?
Dream big should be used sparingly in body copy. Both words should be lowercase, with the exception of
when the phrase appears as the start of a sentence, in which case “Dream” should alone be capitalized.
Dream big can be emphasized using bolding, italics or a different color.
Comcast Digital Voice®
Dream big.
Comcast Digital Voice®
Share your
dreams.
times as
DSL.
Do use dream big tagline in product and service
superiority work
Do not use ”dream big” or the word “dream” alone as
part of a headline
Do not use dream big on apology notices
Comcast Digital Voice®
Share the
love.
Comcast Digital Voice®
Dream big.
Comcast Digital Voice®
Share your
dreams.
Comcast
High-Speed Internet
Go faster.
Do more.
Comcast Digital Voice®
Talk more.
Pay less.
Unlimited nationwide direct-dial
calling only 39.99 a month
Comcast High-Speed
Internet
Five times as
fast as DSL.
Share the
love.
Comcast Digital VoiceDream big.
High-Speed Internet
Go faster.
Do more.
Comcast Digital Voice®
Talk more.
Pay less.
Unlimited nationwide direct-dial
calling only 39.99 a month
Comcast High-Speed
Internet
Five times as
fast as DSL.
We apologize for
the inconvenience
Marketing
Identity refresh from “It’s Comcastic” to dream big
Before and after examples:
For more information on the usage of dream big, please go to TeamComcast.
After: dream big
Just what you’ve been
waiting for. Less waiting.
TV, phone and Internet made bigger, better, faster.
Before: Comcastic
Just what you’ve been
waiting for. Less waiting.
TV, phone and Internet made bigger, better, faster.
Before: Comcastic
The greatest
thing to happen
to television
since television.
TV, phone and Internet
made bigger, better, faster.
After: dream big
The greatest
thing to happen
to television
since television.
TV, phone and Internet
made bigger, better, faster.
After: dream big
Do you feel
lucky?
Comcast High-Speed Internet
activation guide.
If not. Here are some quick
and easy instructions.
1.888.Comcast
www. comcast.com
Comcast
High-Speed
Internet activation
guide.
Quick and easy instructions
to get you online fast.
1.888.Comcast
www. comcast.com
Before: Comcastic
Marketing
Advertising: Bringing dream big to life for consumers
One way we are doing this is through our advertising. We will introduce consumers to dream big in the
first quarter with a new advertising campaign that conveys the innovative and aspirational spirit of the
new tagline.
The campaign focuses on how Comcast’s products and services enhance people’s lives. The creative
takes place in the vibrant and iconic world of “Comcast Town,” where all of our products and their
possibilities come vividly to life in a unique and colorful environment. The campaign includes a variety of
tactics, including TV, print, radio and an immersive Comcast Town microsite. Each of the TV spots features
customers singing about the Comcast products and services they love most, all set against the backdrop
of the animated and larger-than-life “Comcast Town.” As the lyrics progress through each spot, we follow
each person’s individual experiences as they interact with our products and services.
This new body of creative work features all of our products in an integrated manner and will serve as
our product-superiority advertising throughout 2009, helping us to further differentiate the Comcast
experience. The full set of advertising tactics and usage guidelines for transitioning from “Comcastic” to
dream big across all communications and customer touch points are available on the Comcast Store.
Marketing
Frequently Asked Questions
Why are we changing from “Comcastic?”
“Comcastic” has been very effective in differentiating us from our competitors and our peers, and in
helping present a likeable personality to our customers. However, with all the technological advances and
innovations that are bringing about improvements to our products and services, we needed an elevated
message: dream big.
Where can dream big go?
Dream big usage standards are specified in the brand guidelines available on the Comcast Store.
Can we use “Comcastic” and “dream big” together?
No, the two taglines cannot be used together. As we transition away from “Comcastic” beginning Q1 2009,
dream big will replace it as the only approved tagline to be used when a tagline is appropriate.
Why do we need to refresh our brand guidelines?
Dream big represents a transformation in how we relate to consumers. To reflect the change, we want a
look and feel that maintains a friendly, approachable and contemporary design, but that also emphasizes
the innovation of our products and our rededication to improving the customer experience.
How do we transition to the new identity?
Although our new guidelines take effect immediately, they are evolved from the current guidelines. There
is no need to replace all branded executions with the new identity, but new materials should reflect the
new guidelines.
Marketing
Marketing Checklist:
 Continue transition in your advertising from “It’s Comcastic” to dream big.
 Review, understand and begin using updated brand guidelines found on the Comcast Store.
 Begin to transition from our current branded materials to the refreshed materials on a replacement
basis.
 Use the new tagline, dream big where appropriate in advertising, marketing collateral and other
communications.
 Please contact Kristin McCue, Corporate Brand Manager, for any brand identity related questions
at 215-286-8589.
Marketing
External
Communications
Section 7
External Communications
Introduction
Our strategy for communicating with important influential audiences about the changes at Comcast is to
first walk the walk. We need to build a high degree of credibility by demonstrating to our customers how
we are transforming their experience every day. True, measurable evidence of happy customers, reduced
call-back metrics and improved network reliability scores as well as a positive “buzz” about Comcast will
be the confirmation we need to communicate about the improved customer experience.
We will not proactively pitch dream big media stories. At the appropriate time, we will begin to talk to the
press about our new Customer Guarantee. Once the Customer Guarantee rolls out across the country
and we’ve had time to ensure that we are living up to its promise, we will determine the appropriate next
steps for external communication–both in advertising and with press.
In this section, we’ll focus on:
• Current external communications
• Our government affairs and community investment philosophy
• The positive results that our community investment initiative is having in Comcast towns across
the country
• Our digital strategy including the 2009 launch of Comcast Voices, our corporate blog
External Communications Success
Comcast’s proactive outreach is a good example of the importance of getting our message out and we
will continue to leverage this successful media tactic. Across our footprint, we have invited reporters to
take tours of call centers and ride along with technicians to get a real “insiders view” of how Comcast is
transforming and focusing on the customer experience. We found reporters’ perceptions were positively
influenced by these activities, which resulted in more balanced stories across the country. A good
example of this is “Spend a Day with Comcast” which combined with other customer experience efforts
has already resulted in coverage in over 50 outlets.
Government Affairs
In our business, there is never a shortage of issues that we must address each day. As a company that
touches so many people in different ways, we must be prepared to talk about a host of government
affairs subjects to any number of audiences. We will continue to be transparent and will promote a holistic
snapshot of the benefits that Comcast provides to communities. In 2009, this extends beyond our cable,
high-speed Internet and voice services. It includes the investments that we are making in our network, the
strength of our hiring practices and the positive impact that we make in each community we serve and
invest in.
Community Investment
We are proud of what Comcast is accomplishing in the communities where we live and serve. With more
than $180 million of financial and in-kind support to non-profit organizations in 2007, we are making a
difference and enabling people to dream big and help others. In addition, we are giving back in the form
of volunteer time–to the tune of more than 300,000 hours alone this past May for Comcast Cares Day.
For our employees, this day of service is one of the most rewarding events of each year.
We will continue to support these activities and dream big will lead us in the charge. Whether it is
our partnerships with City Year and the United Way or our diversity commitment to our employees,
programming and suppliers, Comcast will maintain our status as a friend to every community we are
part of.
Learn about the ways in which Comcast is being recognized for our community investment and
diversity efforts [company recognitions].
Comcast Digital Strategy
Comcast is committed to leveraging the power of social media and the Web to reinvent the way it
communicates and interacts with its consumers online. This digital effort has been gathering momentum
for a couple of years as Comcast has moved from listening, to customers online, to now engaging with
customers who express their frustrations or gave feedback online.
Comcast is using social media and the Web as part of our larger focus on improving the customer
experience. We are fundamentally changing the way we operate and are reinventing the way we
communicate with customers and key influencers. We are:
External Communications
• Providing channels to speak directly with customers online. Making it easier for customers
get help and give feedback.
• Becoming more transparent.
This effort has engaged many of our executives listening to customers. Rick Germano, our SVP of
Customer Operations, recently participated in a listening tour across the country to hear from customers
and employees about their experiences. We posted that feedback in an online diary “Rick’s Notes from
the Road” that is available for anyone to read on comcast.com. In conjunction, we launched the Office
of Rick Germano as a way to give customers direct access to Comcast via e-mail to share suggestions,
ideas and concerns.
We have redesigned www.Comcast.com/help to provide customers with a list of the easiest ways to
reach Comcast online. Using this communications channel, which has grown to 14,000 requests a month,
customers can email Comcast directly for help.
For the past several years, we would proactively call customers to help fix their problems when they
blogged about a problem with Comcast. In the fall of 2007, we made a decision to engage online directly
with our customers—to join the conversation wherever they were through a new team called Comcast
Customer Connect (C3). This team has led the charge online to literally seek out and help anyone on the
Web who was talking about Comcast. They use social networking and new media tools to seek out and
help customers online. The team started contacting customers via phone, email, Twitter, or blogs to offer
help to those customers who needed assistance. This team is reaching out to customers using tools like
Friendfeed, Facebook, Identica, Plurk, Second Life and Twitter, among many others. These online tools
connect them to the millions of blogs, forums and other social media tools that our customers use.
It’s amazing the reaction we get when we ask a simple question like, “How can we help?” In fact, there
has been quite a lot of external interest in what we’ve done on Twitter, a micro-blogging application. As of
January 1, 2009:
• We’ve received more than 14,000 tweets since April 5, 2008
• 3,751 private twitter messages since April 5, 2008
• And almost 6,000 total issues resolved since March through our online efforts (about half here
at HQ and half through the field)
Over time, this effort has been widely talked about and has helped Comcast resolve thousands of
customer complaints. Additional stories about Frank Eliason’s team have appeared innational outlets like
USA Today, The New York Times and ABC World News.
Now, with a firm footing in the online world, we are embarking in a digital strategy that continues the
momentum we have seen with Comcast Customer Connect. We have re-launching the Comcast.net
forums, which will now have a new design and are being expanded from high-speed Internet customers
to provide access to video and voice customers as well. Additionally, we are launching a corporate blog,
“Comcast Voices” where customers can chat with designated Comcast employees about everything
from technical subjects and product launches to broader industry topics. This blog is exciting because
External Communications
External Communications
employees from every part of the company are coming together to speak with customers. Both initiatives,
Comcast.net forums and Comcast Voices, are key drivers of the larger effort to reinvigorate Comcast’s
engagement with customers, both online and offline.
External Communications Checklist:
Here are some ways that you can assist with our External Communication process and
ensure your teams understand opportunities to get involved as well as policies:
 Meet with your local external communications representative to find out what
opportunities are out there.
 Establish a process with your local communications team for identifying and
collecting positive customer stories that may be used for external communications
purposes. For example:
• Think about an example of a Comcaster going above and beyond the call of
duty for a customer or a local charity
• Identify worthwhile charitable activities in your region/market that you would
like to highlight
 Determine if one of your local employees would be interested in getting involved
in our digital effort. If so, contact Scott McNulty (Scott_Mcnulty@Comcast.com) to
find out how they can join the team.
Work with your local communications team to create regular communications to
employees and updated key messages.
External Communications
Resources
Resources
Here is a list of resources that may be useful for you as we rollout all of the
elements for our transformation.
TeamComcast
TeamComcast is your online resource for the most updated information on our transformation and
operational changes. (Internal; http://teamcomcast and External: http://www.teamcomcast.com)
Below are some additional resources mentioned in this Playbook.
customer experience Playbook
This Playbook introduces our evolved Credo, Customer Guarantee, dream big and We Power the Dream.
Intended audience: Supervisors and above.
My Teams > Workgroups > Playbook
customer experience Operational Playbook
This playbook introduces how we are operationalizing the Customer Guarantee and other tactics aimed at
enhancing the customer experience.
Intended audience: Supervisors and above.
My Teams > Workgroups > Operational Playbook
Customer Experience ScoreCard
The Customer Experience ScoreCard is our monthly look at the feedback of customers and company
customer experience metrics, including Node Health, Contact Rate, Think Customer First, Capacity
Planning, and Tech Go Back. It includes an archive of previous months’ results.
Intended audience: All employees.
About Us > Customer Experience > ScoreCard
Comcast Store
The Comcast Store houses Comcast’s brand standards guidelines, imagery, icons, stationery templates
and more.
Intended audience: Employees who are involved in creating Comcast communication materials; External
vendors also can gain access through registration.
Comcast Links (upper right side of homepage) > Comcast Store
Leadership Link
”Leadership Link” is our monthly employee broadcast featuring Steve Burke and operational leaders.
Intended audience: Supervisors and above; however local management may also opt to make it available
to all employees.
TeamFan > Playlists > Leadership Link (Live show is fed to office locations, check local communications
for tune-in information)
Comcast Live
”Comcast Live” is our all-employee broadcast featuring Ralph Roberts, Brian Roberts and Steve Burke
Intended audience: All employees; usually offered two to three times per year.
TeamFan > Playlists > Comcast Live (Live show is fed to office locations, check local communications for
tune-in information)
Comcast University Courses
Comcast University’s learning portal houses courses related to the customer experience, our Playing to
Win strategy, career pathing and more.
Intended audience: All employees.
Employee Self-Service > Career and Job > Learning Portal
Playbook Section Contacts
Have questions, feedback or ideas related to the content you have read in this Playbook? Please forward
them to these mailboxes that are managed daily.
• Operations
Q-Tube@cable.comcast.com
• Employee Experience
AskTeamComcast (located at the bottom and top of the TeamComcast homepage.)
• Products
Mary Nell Westbrook
• Marketing
Eileen Diskin/Kristin McCue
• External Communications
Jenn Khoury/Kate Noel
Resources

2) Here is the customer service scorecard from feb/mar/apr 2009...

ScoreCard Results: April

Wednesday, May 13, 2009
Improving our customers’ experience is the goal and the Dream Series teams are starting to knock it out of the park. Based on results from the Customer Experience ScoreCard, learn more about the winning teams from Game 1 on Q-Tube.
As a company, overall April performance results were mixed. Compared to March, April results improved for Think Customer First scores, but declined for Contact Rate and Service Call Rate. However, when compared to the 2009 baselines, Service Call and Contact Rates are showing improved results with our Think Customer First scores declining.
Company
Results 2009
Baseline YTD
Results % Change
From
April
2008 % Change
From
Last
Month % Change
YTD From
Baseline
Contact
Rate 33.7% 32.4% -4.3% -7.9% -3.9%
Combined
Service Call 2.49% 2.28% -5.0% -9.1% -8.4%
Think
Customer
First 52.3% 51.1% -2.5% 1.4% -2.3%
Changes listed in green are favorable changes (metrics moving in the right direction) and changes listed in red are unfavorable (wrong direction) changes.
________________________________________
Contact Rate

Overall, Contact Rate increased by almost 8% in April compared to March. However, after normalizing the Contact Rate for the number of days in the month, contact rates for all the divisions and the company overall showed decreases from last month’s results. Compared to the 2009 baseline, the company overall and three of our four divisions show improvement.

Contact
Rate 2009
Baseline YTD
Results %Change
From
April
2008 % Change
From
Last
Month % Change
YTD From
Baseline
Eastern 32.0% 29.2% -14.2% 4.5% -8.8%
NorthCentral 34.3% 33.8% 0.0% 6.3% -1.5%
Southern 41.1% 37.2% -6.5% 10.7% -9.5%
West 28.0% 29.1% 3.6% 8.7% 3.9%
Company 33.7% 32.4% -4.3% 7.9% -3.9%
Changes listed in green are favorable changes (metrics moving in the right direction) and changes listed in red are unfavorable (wrong direction) changes.
________________________________________
Combined Service Call Rate
The Combined Service Call Rate is the sum of trouble calls requiring a truck roll for each line of business divided by the total subscribers for each line of business.

The Combined Service Call Rate rates for April 2009 showed an increase for the company and all divisions compared to March; however, the month-over-month comparison is impacted from April having three additional days in the reporting month. When normalized, Service Call Rates actually dropped month-over-month. The Eastern and NorthCentral divisions, and the company overall, show strong improvements. All four divisions and the company have improved compared to 2009 baseline values.
Service
Call
Rate 2009
Baseline YTD
Results %Change
From
April
2008 % Change
From
Last
Month % Change
YTD From
Baseline
Eastern 2.77% 2.38% -15.1% 7.5% -14.1%
NorthCentral 2.37% 2.14% -6.3% 5.6% -9.7%
Southern 3.10% 2.90% 1.0% 13.1% -6.5%
West 1.82% 1.80% 5.1% 11.4% -1.1%
Company 2.49% 2.28% -5.0% 9.1% -8.4%
Changes listed in green are favorable changes (metrics moving in the right direction) and changes listed in red are unfavorable (wrong direction) changes.
________________________________________
Think Customer First

Think Customer First scores improved slightly in April with the company and two of the four divisions showing improved results. We show declines across all divisions and the company compared to April 2008 and also compared to 2009 baseline values.

Think
Customer
First 2009
Baseline YTD
Results %Change
From
April
2008 % Change
From
Last
Month % Change
YTD From
Baseline
Eastern 50.3% 48.9% -3.4% 1.7% -2.8%
NorthCentral 50.4% 49.3% -2.5% -0.4% -2.2%
Southern 54.0% 53.1% -1.6% 7.4% -1.7%
West 54.5% 53.1% -11.0% -1.3% -2.6%
Company 52.3% 51.1% -2.5% 1.4% -2.3%
Changes listed in green are favorable changes (metrics moving in the right direction) and changes listed in red are unfavorable (wrong direction) changes.
Curious about Node Health and Capacity Planning?
You may be wonder what’s happening with our Node Health and Capacity Planning measurements. While no longer officially part of the Customer Experience ScoreCard, Node Health and Capacity Planning continue to be important measures in supporting our Credo. We continue to track these results will share them with you here in addition to our Customer Experience ScoreCard metrics.


Node Health: Node Health scores improved for all divisions and company in April compared to March results. In our Year-to-Date results, only Southern Division show improved results compared to 2009 baseline scores. Year-over-Year comparisons are not available due to a change in the measurement process.
Node Health 2009
Baseline YTD
Results %Change
From
April
2008 % Change
From
Last
Month % Change
YTD From
Baseline
Eastern 84.6% 79.9% N/A 3.3% -5.6%
NorthCentral 85.6% 82.8% N/A 0.8% -3.3%
Southern 76.6% 79.1% N/A 1.6% 3.3%
West 86.6% 83.2% N/A 0.2% -3.9%
Company 83.2% 81.2% N/A 1.5% -2.4%

Capacity Planning: Our scores in April improved compared to our March results. CMTS downstream use increased slightly and remains the primary factor in Capacity Planning scores. Our Year-to-Date and Year-over-Year performance both show declines.
Capacity Planning 2009
Baseline YTD
Results %Change
From
April
2008 % Change
From
Last
Month % Change
YTD From
Baseline
Eastern 8.1 8.4 7.2% 2.2% 3.2%
NorthCentral 8.6 8.4 11.3% 2.3% -2.3%
Southern 7.5 6.6 -22.7% 4.6% -12.0%
West 5.7 6.3 -16.3% 9.8% 10.5%
Company 7.5 7.4 -4.9% 4.0% -1.3%


ScoreCard Results: March

Wednesday, April 08, 2009
The Dream Series is based on results from the Customer Experience ScoreCard. Learn more about the teams, the rivalry, and the contest, and see the monthly winner announced on Q-Tube in the second week of May.

Company Overall
As a company overall, our Customer Experience ScoreCard results for March performance were mixed. Compared to the February, March results improved significantly for Contact Rates and Service Call Rates. There was a slight decline in Think Customer First (TCF) scores, but did not continue the major declines shown in February results.
We are showing improvements compared to our 2009 baselines for Service Call Rate and Contact Rates, with TCF scores slightly negative. Year-over-year changes show improvements for our Service Call Rates and Contact Rates; however, again the company showed declines in our TCF scores.
Company
Results 2009
Baseline YTD
Results % Change
From
March
2008 % Change
From
Last
Month % Change
YTD From
Baseline
Contact
Rate 33.8% 32.5% -11.2% -14.1% -3.8%
Combined
Service Call 2.49% 2.27% -9.3% -14.9% -8.8%
Think
Customer
First 52.3% 51.1% -8.9% -0.2% -2.3%
Changes listed in green are favorable changes (metrics moving in the right direction) and changes listed in red are unfavorable (wrong direction) changes.
________________________________________
Contact Rate
Overall, Contact Rate improved significantly in March compared to February. Even after normalizing the Contact Rate for the number of days in the month, all divisions and the company overall made improvements compared to February’s results. Year-over-year also shows a significant improvement over March 2008 for all divisions and company. Compared to 2009 baseline, the company and three of four our divisions show favorable results.
Contact
Rate 2009
Baseline YTD
Results %Change
From
March
2008 % Change
From
Last
Month % Change
YTD From
Baseline
Eastern 32.0% 29.7% -16.1% -15.1% -7.2%
NorthCentral 34.9% 34.3% -8.7% -16.3% -1.7%
Southern 41.1% 37.2% -17.0% -12.4% -9.5%
West 28.0% 29.1% -1.5% -12.5% 3.9%
Company 33.8% 32.5% -11.2% -14.1% -3.8%
Changes listed in green are favorable changes (metrics moving in the right direction) and changes listed in red are unfavorable (wrong direction) changes.
________________________________________
Combined Service Call Rate
The Combined Service Call Rate is the sum of trouble calls requiring a truck roll for each line of business divided by the total subscribers for each line of business.

The Combined Service Call Rate rates for March 2009 show significant improvements for the company and all divisions compared to last month. All divisions and the company rollup show improvements compared to March 2008 results and 2009 baseline values.
Service
Call
Rate 2009
Baseline YTD
Results %Change
From
March
2008 % Change
From
Last
Month % Change
YTD From
Baseline
Eastern 2.77% 2.41% -16.1% -17.1% -13.0%
NorthCentral 2.37% 2.13% -10.8% -16.3% -10.1%
Southern 3.10% 2.87% -5.3% -12.5% -7.4%
West 1.82% 1.79% 0% -12.2% -1.6%
Company 2.49% 2.27% -9.3% -14.9% -8.8%
Changes listed in green are favorable changes (metrics moving in the right direction) and changes listed in red are unfavorable (wrong direction) changes.
________________________________________
Think Customer First

Think Customer First (TCF) scores moderated in March, with only a slight decline for the company, with two of the four divisions showing improvements from last month. We show an unfavorable variance across all regions and the company compared to March 2008 and also compared to 2009 baseline values.
Think
Customer
First 2009
Baseline YTD
Results %Change
From
February
2008 % Change
From
Last
Month % Change
YTD From
Baseline
Eastern 50.3% 49.3% -10.2% -4.3% -2.0%
NorthCentral 50.4% 49.2% -7.2% 3.5% -2.4%
Southern 54.0% 52.3% -12.1% 0.4% -3.1%
West 54.5% 53.6% -10.9% -0.9% -1.7%
Company 52.3% 51.1% -8.9% -0.2% -2.3%
Changes listed in green are favorable changes (metrics moving in the right direction) and changes listed in red are unfavorable (wrong direction) changes.

ScoreCard Results: February

Thursday, March 19, 2009
See SVP of Customer Operations Rick Germano introduce the 2009 Customer Experience ScoreCard on Q-Tube and read an overview of our performance metric with more information on how you can make a difference.
Here's an overview of our performance results for the month of February, compared to last month, last year and our baseline for 2009:
Company Overall
Overall, as a company February performance results were mixed. Compared to the previous month, February improved for Contact Rate scores; however, showed declines in both Think Customer First scores and Service Call Rates. We are showing positive improvements compared to our 2009 baselines for the Service Call Rate, with Contact Rates and TCF scores slightly negative. Year-over-year changes show improvements in Service Call Rate, and for Contact Rates with a decline in our Think Customer First scores.
Company
Results 2009
Baseline YTD
Results %Change
From
February
2008 % Change
From
Last
Month % Change
YTD From
Baseline
Contact
Rate 33.8% 34.4% -4.8% -2.3% 1.8%
Combined
Service Call 2.49% 2.37% -4.3% 3.9% -4.8%
Think
Customer
First 52.3% 51.4% 7.2% -3.8% -1.7%
Changes listed in green are favorable changes (metrics moving in the right direction) and changes listed in red are unfavorable (wrong direction) changes.
________________________________________
Contact Rate
Overall, Contact Rate decreased by 2.3% in February compared to January. The company overall and three of four divisions showed improvement over last month, with a slight increase in the West contact rate. Year-over-year our results show a significant improvement over February 2008 of 4.8%. Compared to 2009 baseline, Eastern and Southern Divisions are showing improvements in their results.
Contact
Rate 2009
Baseline YTD
Results %Change
From
February
2008 % Change
From
Last
Month % Change
YTD From
Baseline
Eastern 32.0% 31.3% -14.0% -0.3% -2.2%
NorthCentral 34.9% 37.5% 4.0% -6.7% 7.4%
Southern 41.1% 38.9% -10.6% -1.5% -5.4%
West 28.0% 30.2% 3.2% 0.7% 7.9%
Company 33.8% 34.4% -4.8% -2.3% 1.8%
Changes listed in green are favorable changes (metrics moving in the right direction) and changes listed in red are unfavorable (wrong direction) changes.
________________________________________
Combined Service Call Rate
The Combined Service Call Rate is the sum of trouble calls requiring a truck roll for each line of business divided by the total subscribers for each line of business.

The Combined Service Call Rate rates for February 2009 are slightly higher for the company and all divisions compared to January. This is the second month with a negative trend in this metric. A year-over-year comparison shows significant improvement for the company overall. Three of four divisions and the company show a positive change compared to 2009 baselines.
Service
Call
Rate 2009
Baseline YTD
Results %Change
From
Februray
2008 % Change
From
Last
Month % Change
YTD From
Baseline
Eastern 2.77% 2.55% -6.2% 2.4% -7.9%
NorthCentral 2.37% 2.24% -5.8% 2.7% -5.5%
Southern 3.10% 2.96% -3.8% 5.9% -4.5%
West 1.82% 1.85% 2.2% 4.4% 1.6%
Company 2.49% 2.33% -4.3% 3.9% -4.9%
Changes listed in green are favorable changes (metrics moving in the right direction) and changes listed in red are unfavorable (wrong direction) changes.
________________________________________
Think Customer First
After several months with increasing positive changes for Think Customer First (TCF), this month the scores declined for the company and all divisions. We have significantly lower scores compared to January and year-over-year. YTD, the East and South Division show favorable scores to 2009 baselines.
Additional feedback as to what was driving the overall score decrease in February:
• Each Satisfaction attribute metric score declined in February. Sharpest declines were in:
o Value for Money attribute with a (1.1) point decrease
o Billing Clarity and Accuracy attribute with a (1.0) point decrease
• Satisfaction with Comcast Products and Services declined as well:
o TV services declined (1.0) point,
o HSI service declined (.5) point,
o Phone Services declined (.2) point.

Think
Customer
First 2009
Baseline YTD
Results %Change
From
February
2008 % Change
From
Last
Month % Change
YTD From
Baseline
Eastern 50.3% 50.5% -5.8% -5.6% 0.4%
NorthCentral 50.4% 48.8% -10.6% -1.8% -3.2%
Southern 54.0% 57.6% -11.2% -3.9% 6.7%
West 54.5% 54.1% -7.7% -3.8% -0.7%
Company 52.3% 51.4% -7.2% -3.8% -1.7%
Changes listed in green are favorable changes (metrics moving in the right direction) and changes listed in red are unfavorable (wrong direction) changes.

2009 Customer Experience ScoreCard Overview

Thursday, February 19, 2009
Comcast will deliver a superior customer experience to our customers every day. Our products will be the best and we will offer the most customer-friendly and reliable service in the market. – our evolved Credo.
A critical part of our current and future success is having customers who are happy they’ve chosen Comcast. This year, our Customer Experience ScoreCard focuses even more closely on the metrics that help us provide what our customers’ value – a superior customer experience every day.
What is the Customer Experience ScoreCard?
Introduced in 2007, the Customer Experience ScoreCard helps us measure our progress in providing the best possible experience for our customers when they use our products, or in our day-to-day interactions on the phone or in the home. Look for SVP of Customer Operations Rick Germano’s overview of our 2009 metrics and goals on a special Q-Tube.
Metrics Supporting the Credo and the Comcast Customer Guarantee
The Comcast Customer Guarantee is an unprecedented written commitment to our customers that helps us deliver on our Credo. The three metrics chosen for the 2009 Customer Experience ScoreCard support the Guarantee and help pin-point our efforts on providing a superior experience every day for our customers. The metrics are:
• Contact Rate: Measuring how often our customers call. Improving this metric requires our attention at every level of the business, eliminating the need for customers to call and when they do, ensuring that we make it easy to resolve their issue the first time.
• Technical Operations Combined Service Call Rate: This measures how often we go to our customers’ homes for service related issues, whether it’s a call on an install, or a service call.
• Think Customer First: Measuring what our customers think about us and the quality of our service overall.
How can you make a difference?
The measurements in the Customer Experience ScoreCard are part of transforming our company from a product-centric to customer-centric organization. We want our customers to see, hear and feel a difference in Comcast for themselves. To do this, it takes a personal commitment from all 100,000 employees to contribute to this transformation:
• Consider the impact to customers in every thing you do.
• Be familiar with the Customer Guarantee. All employees are required to complete the Customer Guarantee training before April 30, 2009.
• Discuss steps you are taking to improve the customer experience with your team and managers, share your best practices.
• Serve as a brand ambassador, protecting and building Comcast’s reputation and success.
If you have questions about the Customer Experience ScoreCard, the Customer Guarantee or the Credo, please send them to Q_Tube@cable.comcast.com.


And here finally is a rare freebie from Comcast...

Call by June 30th 2009 and say....

'My friend just got starz for free for a year because you are losing the NFL Network, I would like it!!!"

or

"My friend got a speed upgrade on his internet, because you are losing the NFL Network, and I would like it!!"

iF THEY REFUSE, ASK FOR A SUPERVISOR, HERE IS THE KEY, IF ANYONE CALLS IN ASKING FOR IT THEY ARE TO RECIEVE IT BECAUSE THE INTRANET POLICY & PROCEDURE SITE CALLED "casper" SAYS ANYONE WHO ASKS GETS IT!!!

Erik Wiffin said...

Apparently for the last 12 months, I've been getting a promotional deal.
$65 for cable and internet. I was never told that this was promotional, and it jumped up to $160 this month. The CSR offered to "save" me $20, and said that was the best he can do.

Maybe verizon can do me one better?
Account Number: 02573013301-09-4

Anonymous said...

Yes, Comcast customer service is the worst! That includes phone in and home visit service. I had a mind numbingly frustrating experience with Comcast installation service: It took two weeks and four service visits to get the simple task of hooking up phone and internet service. On one of the visits the tech (out-sourced tech) informed me that he didn't bring his tools! Now, trying to call in to call to a customer service rep is an aggravating and time wasting nightmare. Seventeen attempts and an hour it took to get a live person. Most of my attempts resulted in being cut off after going through the automated menu tree, then waiting on hold. Comcast is a let down.

The Constant Complainer said...

Bob, this is a great site. I just saw the Nightline story on a YouTube archive and decided to check it out.

I was doing some research for one of my own posts. So I made sure to mention you and your blog. I think my readers will enjoy, if they haven't already seen it.

Keep up the good work!

Gerar said...

I am trying to get service in Front Royal Va. and all my neighbors have comcast, comcast has done nothing but Lie to me over and over. I have spoke to over 50 comcast reps. and none of them can simply get back to me on a quote for service to run 200 feet to a main highway. They quoted me $2700 to run this cable then when I asked them for a breakdown they told me to forget about that quote that they will send someone out. I am still waiting 10 more calls later. Is this company serious how can they get away with such rude customer service and incompetant people. I am amazed they are operating something is not right.

Regards
Gerard

Trevor Hook said...

Thanks for the solution. www.iyogi.co.uk

Rich Panelli said...

I've been a customer of Comcasts from the beginning,now I have triple play, had problems with my phone which finally got fixed, then had lots of trouble with my internet while using video conferencing (ICHAT, with my Apple). After MONTHS of effort on my part Comcast sent out a service tech who installed a 2nd modem at no charge, made lots of adjustments and it worked. However, shortly after my Customer Service contact at Comcast, who was very helpful, got promoted. Within a month or two my bill was INCREASED BY 36%. When I asked why they said they no longer offered some of the discounts. Then I was told I'd get a $10 or $20 monthly discount. I got $10 after the 1st month but then my bill increased again. The $10 discount still appears but the bill is higher because other items increased even though I have not changed my service.
I'm looking at alternatives to Comcast now since I'm paying $154/month and my son has similar services and pays less than $100/month. I was paying $113 before they increased it for no reason I can figure out. It's just getting too time consuming dealing with Comcast. As soon as I can find a reasonable alternative AND what's entailed to do the switch, I'll cancel Comcast and convert to another service.

Anonymous said...

So I've been a customer for 15 months with really, marginal problems. Nothing too big of a deal. I personnaly think that cable is overpriced, but then again they give what they promise. The billing... is a different story. So I get may March bill. It's HALF of previous months. Obviously this isn't right so I call them (on 4/23) to PLEASE CHARGE ME MORE. After about 25 minutes waiting, I'm told that it was an error, it'll be corrected and to just pay what's charged. I specifically asked if I'm going to get back charged for their mistake and the answer was no. To be honest, I expect to be charged, I used the service, billing mistakes happen, no big deal. Next month: still half price. So I call and do it all over again. Finally, I get a bill this month for the back three months charges. I call and tell them I was specifically told I wouldn't get a $400 bill because it was their mistake. I'm told they need to investigate and she'd call me back. She never called. So three days later and call again. This woman is NOT pleasant. She tells me I'd better pay or they'd send me to a bill collector. I asked to talk to a supervisor. She said there weren't any there on weekends, but one would call me on Tuesday. Of course they never called. Attrition... I guess they won. I don't have hours to keep calling them back. Really all I wanted was an apology, and an explanation as to how they would prevent people from not making promises they couldn't keep. Now I'm very close to ordering dish and DSL. Neither are as good, but they're cheaper. An apology would be nice? Customer 01647 313044-02

Greg said...

I moved to new built condominium complex in February 2007. All wires brand new. My only broadband option was COMCAST. Since they offered triple play bundle on promo terms I signed up for full tilt service. However I care for Internet bgroadband the most. I am an IT dude and do a lot of after hours support from home. About two months later my internet connection started dropping. Interestingly enough only on hot and humid days of North East. I called 800 number. Each time they send a tech over. He would ring the cable through and say all is good. he would leave and my connection would drop again. I started thinking this must be a bad cable somwhere outside as it onkly gets bad in the afternoon and then heals inthe evening. I raised the hell and finally they started to treat this as a repeated problem and put dedicated resource on it. He queried their problem database just to find out that I am not insane but 5 other people from the same condo complex reported similar problems. They sent a field tech and he found out a cracked cable just outside our condo complex, on main street just before cable branched of. By then I accumulated 7 yellow customer copies for their techs visits. I was fuming but had no other option. I was praying for verizon to roll out FIOS. They finally did. I switched right away. All my neighbours are pissed at COMCAST and most of them (192 condos in 6 buildings) are switching as of this writing. We vote with our feet. Verizon is full of it in their TV commercial but that is marketing so remember that. Bottom line is that COMCAST and other cable companies do not get it. Their coporate culture and philosophy is based on old paradigm that cable is enetrtainment and no big deal if it is down here or there. Telos to contrary built their culture based on one thing. They provided a telephone service that was always on. Even in very old days telephone service had better uptime then COMCAST service today. Telcos are network companies, they understand uptime and are being acoounted based on that by their coporate clients. Their infrastructure is built for iptime and redundancy and all that. It starts with philosophy that is directly derived from original service that they provided. Telephone ! The only way COMCAST can change if the hurt real bad from FIOS stealing their services. They will bleed and ultimately their bord of directors will have to force the issue. That is how it works. Unfortunately they have still a monopoly in vast geographical areas so people are screwed because they cannot vote with their feet. I never liked Verizon much but with FIOS they are changing the landscape. Driven by they own profit they will ultimately cchange a philosophy and cultyre at COMCAST. It will take time though. I am sorry for all of you who cannot vote with your feet just yet. Hang in there. You will one day.

Anonymous said...

I'm a pretty positive person and it takes a lot to upset me. However, Comcast has done a pretty good job of it. After having spotty internet connection for about a week and having to schedule an appointment in a window and insure that part of my day was set aside, I anxiously awaited for my internet to be repaird. After all, I work from a home office and I DEPEND on my internet to do my job. So, the two two hour time window came and went. After speaking to Comcast three times, and being assured each time that the technician was running late and would call me, he never showed. Not only was the technician going to call, but the customer service reps were going to call me, "In just a few minutes..." to follow up on my status. What if I had a job that didn't allow me to stay at home? What if I had to take off work or actually lose money because I had to be here for my two hour time window?

It is not difficult to simply call a customer and let them know you are running late or will not show up.

My internet, phone and cable are all bundled with Comcast and it is by far my highest monthly bill that I have. Now, I'm going to cancel all of them. There is just no excuse.

Adam said...

Customer #: 09520 236366-07-7

I previously had problems with my bill increasing to $60 a month for internet after only 6 months when I had a 2 year deal. I tried calling the regular 800 comcast # but after hours on hold nothing was fix so I posted my complaint on comcastmustdie.com and received a call from a Stepin(Yes "Step in") in a Michigan office who assisted me in fixing my problem. I took him 3 tries over the 3 bills to get it fix but he did. Now that was around 11 months ago and now my price went up yet again to $60 after less then a year even though Stepin said that I was set for two years from the time he fixed my bill. I wouldlike to be able to get in touch with him again. Now I used to have his office number but my phone died 6 months ago and I lost his number & if he could call me or someone else that could help fix my bill AGAIN it would be great! My bill is now overdue because just like last time I do not want to pay it until I remedy this situation. I have always paid my bill on time or early except for the past 3 or 4 months I have been $20 behind. I expected this past bill to be ONLY $50, $20 I owe plus 30 for the current month but instead it was $85! I would realy like to fix this and pay my bill ASAP.

Anonymous said...

I just tried to pay my comcast bill. So I went online. How silly of me! My login wouldn't work. So I called. Their phone system will NOT let you get past the next prompt or dial 0 for a customer service rep. Then all their agents were busy at almost midnight. (what a surprise!) When I finally got to an agent they wanted to charge me $5 extra to pay on the phone. But the website still wouldn't let me on. After 3 agents and a half hour I was finally informed that when I moved, my account number changed (last month) so I had to go online and sign up as a new account. So I hung up the phone and went online again. But it wouldn't let me sign up because my name and email already exist in their system from my previous address. The error message said I needed to call customer service at comcast. So I did. Again. And waited on hold. Again! And was told by the second agent of that particular phone call that they would have to create a repair ticket and take my old account out of their system so I can sign up for the new account. Am I the only person who ever moved and had this problem? So one of the agents finally took my payment and waived the $5 they normally charge to speak with a living breathing agent. Therefore, paying my cable bill took an hour out of my life today. I'm checking into getting a dish tomorrow.

Adam said...

PART # 1 OF 2
I posted a complaint a few weeks ago saying that I had a 2 year internet special that ended up expiring after only a year. A rep called but said I only had a year because it was in my account details from the first complaint that I posted. I argued with him about it but I gave up saying that I swear that it was a 2 year deal. I looked up my first post on this blog & it really was only for 1 year so I have to say that I AM SORRY COMCAST. That’s not the reason that I am posting here yet again.
My modem died, so I called Comcast to see if a can exchange it, I was told that I was able to & went on Saturday to get a new modem. I told the rep I needed to exchange my modem & he tried to sell me a bundle, I told him my rate just got jacked up to $60.95 a month so I wouldn’t be able to afford any package. Yet he still told me if I got the phone service with my current internet it would lower my bill to $52.90 + $3.00 modem rental a month for 12 months. I asked how & he said it’s because they want people to try out their phone service to show people that it’s just as good as a regular land line & to prove it they’re giving great deals to current customers to try it out. I figured that I wouldn’t just be saving $5.05 monthly, I would also have home phone & broadband for less then it cost me to have just broadband. It sounded way to good to be true I asked some questions, I had to make sure that it would be the price that he said, I also needed to be sure NOTHING would change with my internet. He said that NOTHING would change with my internet, the DL & UL rates would STAY THE SAME & there wouldn’t be any type of DL/UL limit. He even showed me the monthly total on his monitor. After all that I was actually quite I would have 2 services for less that I paid for just one. Everything went smoothly, the phone sounded GREAT, it sounded & worked better then what people have told me. Everything was going good UNTIL I went on my computer & went online, my downloads were going REALLY SLOW & so were the web sites I was going to, so I decided to test my bandwidth to make sure that the sales rep didn’t lie to me so I went to speedtest dot net & it turns out that I am only getting a TOP SPEED of 0.96Mb/s downloading & 0.28Mb/s uploading. BEFORE all of this the fastest test that I ever ran was 13.25Mb/s downloading & 1.32Mb/s uploading. I have the URLs to the results but it won’t allow me to post them! (PLEASE SEE PART # 2 BELOW) My Customer # is: 09520 236366-07-7

Adam said...

PART # 2 OF 2
This has really PISSED ME OFF because this is the 2nd time that a Comcast rep has LIED to me to make a sale! If I didn’t care about having slower internet then I MYSELF would have switched to the 1Mb/s plan for $39.99 a month but I DIDN’T because I need fast internet because I do IT work & need the speed to connect to PCs remotely & download & upload files QUICKLY! The rep even asked what kind of work I did & even after I told him that I do IT(PC) work he had the guts to actually LIE TO MY FACE & say that my internet service would stay the same, SPEED & ALL & he actually thought that I WOULD NOT NOTICE the HUGE DIFFERENCE IN SPEED! I AM SO SICK OF BEING LIED TO THAT IF I GET LIED TO AGAIN OR I CAN’T GET THIS FIXED & HOPEFULLY GET THE REP REPRIMANDED OR FIRED (I have his name & which location he works at) I WILL PROBABLY HAVE TO CANCEL MY SERVICE EVEN THOUGH I DON’T WANT TO because before all of this BS I REALLY LOVED how fast it would go. Really would like to get my internet service back to the speed it was at before I was lied to & conned into signing up for a package with slow internet. I really like the phone service & would like to keep it so my Mother has a phone to use when I’m not home if she has a health issue or emergency but ONLY if I can get it at the 55.90($52.90 plus $3.00 modem rental) price for 12 months since as I said before this is the second time that something like this has happened to me since I’ve been a Comcast subscriber for less then 20 months. If not then I REALLY NEED my internet back to the way that it was!!!
My Customer # is: 09520 236366-07-7
Thanks in Advance, I Hope,
Adam

Anonymous said...

Here is what I got when I complained on their forum: goldenhawk>Logout·My Profile·Dashboard·Help1 Message (1 New) .Comcast Help and Support Forums > You are not allowed to access this site .We're sorry, but you have been banned from using this site.


You have been banned for the following reason:

Banned for spamming the forums with multiple threads. george_lunski@cable.comcast.com

Rodge said...

I just got off the phone with my Comcast rep who explained to me that a contract is a contract and that they didn't care what my story was that they would only let me out of the voice portion of my contract if I paid 75% of the remaiing years service. Times are hard and I am forced to cut back on overhead in my business so I am trying to reduce cost by loosing my office line and fax. Now if I had the 75% to buy out my contract don't you think that I would just pay for the service. It isn't like I want to go without a office phone or fax. I have always paid my bill on time and will now be stuck trying to keep up with it. Mike my freindly busines class rep went as far as to tell me that they would rather get 12 month out of me and loose my business forever than work with me to reduce my expenses and allow me to just continue on with Internet service. Well I guess that is what we will do than. 12 months from now I will be saying Bye Bye to Comcast forever. They will never see another dime of my money and I have made it a personal goal to let everyone know what uncaring selfish bastards they are. If you are thinking about doing business with them save yourself the trouble and go somewhere else. BEWARE OF THE CONTRACT!
8772105570671285

Anonymous said...

To: Rodge

I don't understand why you are upset when you sign a contract you are committed to it no matter what, that's with any company. You can't just back out of it because your having problems name one company that will allow you do that. If you was running a business how would you feel if someone just came to you and wanted to rearrange their contract or back out. When you sign something you suppose to read it first IT’S YOUR MISTAKE NOT COMCAST.

Anonymous said...

Account # 15011314685-06-9
I have been without internet, cable and telephone for eleven days and counting (since August 12, 2009) for no valid reason.

On May 26, 2009 I subscribed for internet and cable services for $ 29.99 per month for each. On June 7, 2009 I received a bill of $ 102.17 accounting for the monthly payment for both services (around $ 68) and the installation fee. That bill covered the May 26-June 25 period and was paid in full.

To my surprise I received a second bill of $ 172.94 instead of the $ 68 monthly charge I expected. Another bill of $ 143.85 came shortly after, followed by computerized phone calls urging me to pay to avoid service interruption. I called on August 6 and reached (at 703 757 7200) a gentleman named Carl who told me that Comcast did not have a record of my first payment. I told him that the bill was paid and that I will send the second payment on Saturday, August 15 for the period covering June 26-July 27.

On August 12, 2009 my service was interrupted. I called to inquire and spoke to Beth (ID# YOR, located at Manassas, VA). She told me that my service was interrupted because of a $ 143.85 balance that was due for more than 30 days. When I asked her to break down the bill for me, she mentioned a previous balance of $ 172.94 that she could not explain. I asked to speak to her supervisor and instead was connected to Steven (ID # GAST 1207) a technical support employee located in Mexico.

I called minutes later and reached James (ID # 5233, Florida) then Ed (ID # 5740 Florida) who acknowledged my version of the story but said that it conflicted with the record Comcast has. He seemed confused by the notes he was reading yet refused to reestablish my service pending that I send him evidence. I specifically told him that my internet service was also used for business. He simply promised that a supervisor will call me.

On August 13, 2009 I called again and spoke to Mikayla located in the Texas Payment Center. She refused to give me her ID and offered to transfer me to a supervisor but instead left my line hanging. I called shortly after and spoke to Cierra (ID # 7848) a Technical Support agent who gave me 2 different reasons for the $ 143 unpaid balance. She acknowledged the first payment but said I had a previous of $ 172 that represented the installation fee. Then she explained the $ 143 unpaid balance by Comcast billing me one month in advance, an arrangement I was never told of nor did I agree to.

None of the reasons given by Comcast representatives stands. The truth is simply that I have only an unpaid bill of $ 68 for the period going from June 26 to July 25 2009 that was paid.

About a week ago I sent a letter to Comcast that went ignored. Instead I received another bill of $ 220 that nobody could explain.

I do not think Comcast has changed much. I am now in the process of getting another internet and cable provider.

Anonymous said...

Recently, I realized that my comcast internet was slower than it should be, so I called comcast to have the problem remedied. They verified that my internet connection was "horrible" their words. After THREE WEEKS of attempts to fix the problem all they succeeded in doing was knocking out tv and internet for myself and my neighbors. Each week making me reschedule appointments after they neglected to fix the problem. Appointments in some instances were they did not show up, or would cancel without notifying me.

Worst of all, after I canceled my services they tried to charge me a $27 service charge for the one of the visits, after the rep told me this was clearly a comcast issue. Now I've heard of this back in 2007, which is why I asked the rep, but I can't believe this type of business practice is still going on. I do realize that there is wasted money from calls that stem from people having personal computer issues, but in situations were its clearly the company's problem I can't believe they would attempt this, and wonder how many people are being charged who are unaware.

All in all, if you are a comcast user beware, always check you bills, and that you are receiving the services you are paying for.

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Listen, I am not going to steer you one way or the other but I will say this: Clear just unveiled their first and brand new 4G network (the mobile card you can download anywhere in the city, even outside) and without the commitment of the triple package, for about half the cost. If you like downloading music & movies like I do and aren’t into ‘keeping track’ of usage…. Clear has NO SPEED or DOWNLOAD caps that should sound pretty awesome. I am just a happy Clear customer that is happy to be free of the package and not forced into Qwest or Verizon. I would be happy to share with anyone where I signed up: ariesgoddess27@yahoo.com. You DON'T have to make an install appointment either, it's all instant. They shipped mine overnight!

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Clearwire is partially owned by Comcast...

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Why is it that every time you call Comcast, they can not find your account. Then you are transfered from person to person, and spend an hour on the phone, and issue never resolved ! 434 - 610 1688

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Comcast has a monopoly in our area. I want other choices. I am sick of their overuse of Fox "News" for their news content. I am sick of their pushing right wing agendas, crappy reality shows, and shop till you drop mindset. They suck.
Oh, and while we're at it, why don't we talk about the time my telephone service was out. And the repair man calls to confirm on my out of service phone. And since I didn't answer BECAUSE THE PHONE WAS OUT, he didn't show up!!!

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I hate my internet it disconnects on me at the most annoying times and I believe they are spying on me when I talk on the internet and my xbox live because most of the time I say something bad about comcast I get kicked off and this is pissing me off Fuck Comcast i'm going verizon for internet

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I am a current comcast customer and today I unset comcast as my home page. the site is cool and all but I use it for 2 things email and news. I noticed today you can no longer skip the adds in the vidoe section the is BS. I dont pay the higher prices for comcast internet just to be sold to on ur site. I am a paying customer i shouldnt be forced to watch an add. i know i can find the same content on other sites but i like the ease othe us but if this practice dosent stop i am canning my acount altogether and i hope others out there will join me in boy cotting the video part of the site till the unskippable adds are dealt with. p.s. fill there system with angry feed back i am

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Anonymous said...

I'm not a Comcast customer but, I've had my own run-ins with their incompetent and malicious technicians.
My husband and I had RCN in our condo for several years. Unfortunately, at least one of our neighbors had Comcast installed or repaired and our head-aches began as so as Comcast came out. Most of the unit lines are clearly labeled with the unit numbers. Ours was not only clearly labeled with our unit number but had RCN tags all over it.
This did not prevent the Comcast tech from completely severing our unit line in half. How do I know it was them? I saw their truck each time in the parking lot when it happened. Within minutes of them showing up, BAM, internet was gone and RCN told us later that the line was cut. Not once, not twice, but three times this happened when the Comcast truck showed up. Yes, they cut the line to our unit in half.
And, the best part is that when this happened the last time, one of my less savory neighbors leaped upon this opportunity to take the line (and our internet) for themselves. It took four days for RCN to fix it because the wire had been spliced up so bad. Worse, after that it was never the same.
We decided after a few months that we needed to do something different. We briefly considered Comcast, but since the sight of the Comcast truck made a vein in my temple twitch we went with ATT U-verse instead. Haven't had a problem yet with ATT's service and it's been quite a while since we've signed up.

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