Tuesday, May 20, 2008

Your TV Problems HERE

433 comments:

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LT said...

In all our anger, we forgot to add our account number. It is 05613 007201-05-3.

Thank you for listening.

Laura said...

Well I have read about Comcast amazing response to this sort of thing so here goes. I have been a customer of Comcast for about the last six months. I am SO frustrated with this. Just angry at Comcast everytime I come home. You expect to come home and be able to check your email, watch TV, and your DVR for that matter with no issues. Not me. I have had nothing but issues with them from the get go. I have a high speed internet combo with a DVR cable package. I recently relocated from CA, and boy I thought Cox Communications sucked but nothing in comparison to Comcast. My interenet connection goes out everyday twice a day like clockwork for about an hour each time. I called to inquire about this problem, the customer service rep actually had the audacity to ask me to call everytime this happens. So I asked her "You really want me to call in twice a day sit through your ten minute prompt system to rarely actually get a person on the line just to tell you my internet is down even though you wont do anything to fix it really?" She told me yes. So basically she is asking me to waste at least a half an hour everyday to deal with just my internet issues. Seriously I ask? On top of my internet issues I pay alot of money to have a DVR system as I live a very busy life and still want to watch certain television shows. However, it just does not work. Very rarely does it actually record and play back what I ask it to. Not to mention when I just want watch television I can count on at least three days a week a message that says this channel will be available shortly just so it will never really be available. What gives? So if there is actually someone who will decide to help me out my account number is 09566 378934-02-5. I do not believe this will result in anything but I really am at my wits end verging on just paying more to the competition for reliable service.

Gina said...

This is a follow up to the post i left on Friday.

About an hour after i posted my complaint i received a phone call from a Comcast executive customer relations person. She arranged for someone to come out and test the lines. About 4:30pm an hour after the designated window of time, Angel showed up. I explained what has been going on that the whole townhouse community has not had cable for over a week and that we have all called but no one has come out. He tested the lines in the backyard and told us that our whole row of townhouses did not have any cable signals at all. Wow, i didn't know that before! We have been saying that for a week now. He tried to call the tech supervisor but could not get ahold of him. So he gave us his name and number. His name is Jay and told me to call him and explain what happened. He said to tell him that the internet signal was greater than the digital signal and that the node wasn't working. Whatever that means, just fix my cable! So i called Jay several times but not only does he not answer his phone but his mailbox is also full and couldn't take any new messages. So i couldn't leave him a message, i tried Fri, Sat, Sun and even a couple of time today (Mon), but surprise, surprise Jay must never check his voicemail because his mailbox is still full. So now i haven't had cable since last 7/27/08 and i am no closer to getting it fixed than i was before my post on Friday.

So even though i posted on here and someone called me, Comcast is still skirting the problem of fixing my cable. If all of their employees act like Jay and do not answer their phones no wonder there is so many unhappy Comcast customers! I think Comcast is a joke they obviously do not take customer service seriously despite their latest TV commericals boasting about how Comcast is a wonderful place to work and how happy people are with the service. I wonder how much money they paid them to say that. Customer number: 05613-04358601-3/ please contact me at work: 703-797-0690 Gina

Anonymous said...

My account number is 05613 004152-10-0; my contact information is on file with that account. I called to remove some channels that I never watch. When I got home, I found out that two of the channels that I watch the most, BBC America and Logo, were also gone. Customer service assured me that I should still get those channels and, after giving me multiple mutually exclusive answers as to what the problem was, stepped me through rebooting the cable box. Nothing worked, so CS made me an appointment with a technician. The technician came, heard me describe the problem, immediately told me that CS would have to deal with it remotely, and left. Doesn't the buck stop anywhere?

Anonymous said...

So far, COMCAST is proving its dreadfulness. I have been without cable since July 1st, my fault, Bellsouth pulled out of this area as of July, and I forgot to contact them before, so I made my first phone call then and the FIRST technician showed up 20 days later. Yes, 20 days during school vacation with 2 small kids...without cable. What fun.
So, the best thing happened, the technician could do nothing because I was missing a cable. Wonderful. Who took my cable? oh well. He was actually very helpful, told me it would be 10 days and even tried to re-schedule me and was told off by a couple of his co-workers and told to report to his Supervisor! Wow.
So I was told, after calling repeatedly that I need a "driveway board" and that is done through sub-contractors and in 10 days, that would happen.
Today, August 6, I'm still waiting. The good thing is that my kids have completed their summer reading, (as well as math!) and, seeing the positive, as we sit and look at the tv, we read books, have rediscovered the library, and get tons of free DVDs there every week.
I do miss the news, and several of our favorite tv shows, and we would like to have service soon...but Comcast is the only other Cable Provider in this area and so, apparently, they are "in control". After reading all the blogs here, I wonder if I should just opt for the Satelite dish network alternative, after all. I have no signed commitment to Comcast,so I could technically just switch, but living in Florida where there are thunderstorms every other hour, reception does suffer...but better some than none. I wonder if this post will get Comcast moving...in any case, my Customer number is 8495-7526-2084-2709 and I currently have a question posted about my Maintenance and Repair Status with the Ref # 79254. Joseph, the Customer Service person that was just on the phone with me, said that I should get a call back (gave them my cell phone number) TODAY with an update as to where they are and when should I hope to get service.
I had such high hopes for Comcast...never had an issue like this with Bellsouth.

Anonymous said...

I sent this note to Mr. Germano today at noon. No response thus far.

Rick,

I'd like to share my most recent experience with Comcast with you. My girlfriend, Jennifer, and I just bought our first home at 3626 Paine St. in Baltimore, MD. Prior to settlement on the house (July 18th, 2008) we contacted Comcast to find out our options for cable and internet. The representative indicated that a survey would be required to establish the existing site condition at our address. In our subsequent correspondence with Comcast we learned that the survey had been performed and we were ready for installation. We set up an appointment at that time. We were told that we would not be required to be home because I told them that I had cables and installation software from my previous address. As it turned out, Jennifer happened to be home that day. She said she saw the installer for a brief period of time outside our residence. When I got home that day, much to my chagrin, we did not have service. When I called Comcast this time to find out what happened, the representative indicated that the installer needed to come inside due to the existing site condition at our address. Unfortunately he did not bother to knock on the door as Jennifer would have gladly let him in to perform the installation. So this time, to avoid any potential miscommuunications, we set up an appointment and agreed to take off work to be home during the hours of 4-7 p.m. on Tuesday, August the 5th. Around 6pm I noticed an installer taking a look outside our property and I went out to greet him. After surveying the existing site condition he indicated that work order ticket differed from the existing condition at our house. He said that he would be happy to perform the work, buthe would have to call Comcast to ensure that he would be paid for this work. He then indicated that while he was on hold he would go over to another job that was just a "quick hook-up" and then return. At 6:40 pm I contacted Comcast to inquire about the status of our installation. A Comcast representative indicated that due to the existing site condition, the installer would have perform a ground installation and that it could not be set up untill 8/14/08 at the earliest, possibly as late as the 8/18/08. At this time I expressed my frustration that this would be nearly a month after our intended service connection date. Although she was very nice while speaking with me, she could not answer some of the questions I had so I asked to speak with a supervisor. She indicated that none of the 3 supervisors on duty were available, but she put in a request form for them to call me back. She also indicated that under no circumstance, even with my permission, could a supervisor call past 9pm. I receive a call at 10:47pm that night, but I was already in bed and did not get the call. This morning at 9:47 am I got a voice mail (I could not answer the phone at that time) requesting confirmation that the "all day" apointment was still scheduled for today and that I would need to be home. I called back and told them that I could not take off work at this time.

It is now 12:09 pm on 8/6/08, appoximately 3 weeks after trying to set up service with Comcast and I have no idea what the status of my service is. I have enjoyed Comcast service in the past but on several occasions I have gone with alternative options. For a 5 year span, I did not receive cable service of any kind because I deemend the expense and aggrivation unwarranted and unneccesary. I also went with the dish network for a year for similar reasons. My girlfriend and I plan to be at this address for a minimum of 5 years. At $66 per month (for cable and internet and assuming no price or service increases) that would total $3,960. Although I enjoy the services that Comcast provides I am seriously considering as I did before, going without cable at all due to the aggrivation I have experienced. If this is the level of customer service I can expect, there is no way I am willing to spend nearly $4,000 over the next 5 years. If you have any ideas that you think would satisfy Jennifer and I, I am open to suggestion.

Thank you for your time, and I look forward to hearing any solution(s) or advice that you may have.

Please feel free to contact me via phone (410-200-xxxx) or email ( brettxxxxx@yahoo.com )

Regards,

Brett

Anonymous said...

My family has been fed up with Comcast's incompetent service, for many reasons. But, since this is just about TV problems, I'll post what I have to say about their so-called "digital cable".

Problem #1: They remove channels or switch them around, without so much as an announcement on TV, or by mail or e-mail.

Problem #2: I flip to some digital cable channels, but they either take too long to appear on the screen or are removed and unauthorized (to further explain Problem #1).

I can hardly wait to switch to AT&T U-Verse, mainly because, like my aunt says: it's time we show Comcast that they're not the only Internet, digital cable, phone, or home security provider in the nation.

Anonymous said...

I have a TiVo Series 3 HD DVR. These units require two cable cards to work correctly since they have to independently tune to different channels. For a long time (perhaps never), my second cable card hasn’t been working correctly. I get the lower channels and the higher digital channels (HBO, etc.) but I’m missing channels in the middle. I’ve done a lot of research on this and I’ve found that other Comcast customers have had the same issue and were able to get it resolved. I even have suggestions on what to look for. The issue is that I can’t get past the Tier 1 customer service representatives. Here is the timeline:

Early June 2008 – I finally decide to call Comcast for assistance. They try a few things (like sending resets over the line), but none of them work. They schedule a service call.

June 16, 2008 – I have the service call. The technician (Tech #3003) brings a new cable card. We insert it and follow the instructions that TiVo provides, but we continue to receive a statement that I should contact Comcast to begin service. The same channels are missing from the lineup on cable card 2. The technician says that the card wasn’t properly entered into the system before he left in the morning and that the entry would be made the next morning and it should work then. I sign off on the work order and he leaves. The card never works correctly. I wait several days and call back. The service rep sends a new signal that he says should work within 24 hours. The channels still don’t work after a few days. I call again and the service rep sets up another service appointment. (Side note: during this visit, while they were sending signals, my internet service stopped working. When I called it in, the service reps were unable to get it working again, resulting in me having to go to an office for a new cable modem. It took two visits because they were out of cable modems the first time. Perhaps not related, but it is quite a coincidence that my connection went down during the service call right as the signal was sent).

June 25, 2006 – I have my second service call. The same technician brings another cable card as a replacement. We go through the same routine as the first time. We also have a discussion about single stream v. multistream cable cards. The unit will use either, but it doesn’t take advantage of the multistream capability. We went over everything again and he finally came to the conclusion that it must be a setting on Comcast’s end because I was receiving SOME digital channels, but not all. I had suggested that it was a "head end" issue all along, but I guess they have to come to that conclusion on their own. He promised me a call the next day after things had been checked out. I never heard from him.

July 13, 2008 – I make another call to Comcast (I tried several other times before July 13 but gave up after unusually long waits on hold). I start off the conversation by telling the CSR that I would like to reorder my digital outlets (this is the solution that has worked for other customers). She had no idea what I was talking about and wanted to send a technician out again. I said that we had tried that twice and it didn’t work and I wanted the settings checked at Comcast’s end. I am convinced that if someone looked at the settings for the working cable card and compared them to non-working cable card and then checked the digital outlet hierarchy, they would be able to solve the problem. She said she was sending an e-mail to a supervisor (Will) who had been there for 10 years and knew a lot about cable cards. She told me he would call me. I never received a call.

The latest issue with Comcast is that my last bill showed that I had been switched into a new level of service that seems to include Digital Voice. When I called about this, the billing rep that I talked to said I was the second person in a week to call about the same thing and neither of us had talked to anyone about switching any of our services. She said it was a special promotion and would cost little more than the service I already had. I let it go at that, but I’m thinking I should call back and have everything put back the way it was.

I’ve been a very happy customer of Comcast’s for many years, but between the nonworking cable cards, the internet service interruption, and the recent unauthorized change to my services, I’m not very happy right now.

The forum message that discusses the cable card issues and the solution with Comcast is at http://www.tivocommunity.com/tivo-vb/showthread.php?t=317120&page=4 (message #97).

My Comcast account number is 05613 268908-06-8.

SuperSport said...

Frustration -an all too familiar word when talking about Comcast.
Spent lots of money a few years ago on a big screen HD TV. Subscribed with digital service. There are at least five channels where the program is often interupted by "pixelating". Ruins the ballgame, movie, or series program with visual and audio interruptions. Comcast has been to my house on three separate occasions, each time finding something "new" that was wrong with my hookup. Still no improvement. I believe it's just poor signal strength, to which they will not admit. Also, Comcast internet service slows to a crawl at times.

My neighborhood was recently wired for FIOS service by Verizon. Am waiting to hear if there are any issues with that service before I make the switch....
SuperSport
#09509 157543-03-9

cdw said...

COMCAST SUCKS!!!!!!!!!
I hope they read this. I am at the end of my rope with this "company" Cable SUCKS. Phone SUCKS. Internet SUCKS. It started with just cable. signal comes and goes non-stop pixelating. I've had half a dozen "repair-people" out and no one can seem to figure out what the problem is. I know the problem; YOUR COMPANY BLOWS. You could care less about the service you put out only about cashing my check every month. No other high speed internet available in my area, only satellite or comcast for tv. Tried satellite. To many old growth trees in the direction of the signal is what the installer told me. So I have no choice but to continue calling and sitting on hold forever and then demanding a credit for the lost service. I actually thought that costing your pathetic excuse for a company would get some help but I guess you're "bigger" than one person. Then I heard about this site, a beacon in the night. I hope the rumors are true and that horrible company does read this. I swear if any other company did buisness like this they would have to close their doors. Nothing like paying for a service, barely getting it and then just waiting for the bill to show up and do it all over again. I don't know why no other service is available in my area but it isn't. I apreciate this site even if its just to vent out my frustration. This has been along time building up. I've got yet another "tech" coming out on Aug. 4 I told comSUCKScast this is it if it can't be fixed they can take it all away with them. Requested an actual comSUCKScast employee and not a contractor. I'll go back to sattelite and get dial up again if I have to. Thanks for letting me vent. I truly hope this works.

Follow up to the above post.

Waited around for 1/2 the day and no one showed up or called. Talk about insult to injury. I called Comcast and re-scheduled, the operator apologized, not her fault the company she works for is incompotent and lost. New appointment is Saturday. They wanted to come out sooner. I guess comcast figures we don't have to work for a living, our only reason to exist is to sit and wait for them, at their convienence. Operator said if the problems continue to call for another credit. I think we all knew the problems did continue. I called and the idiot from billing wouldn't credit me until a repair person came out, I said I will not pay for a service that isn't working, she said "no credit" I asked to be passed over to a supervisor she put me back in the "q" and I got another operator, I said I need a supervisor, same thing back in line to get yet another operator. This one actuall said what I was asking for is not un-reasonable and credited me until Saturday. Problems still happening Cable, phone and internet cutting in and out all day.

Hay comcast if you do read this me acct # is 0958830417401.
Go back in your records and see how long this has been going on. YEARS !!!!!! As soon as AT&T is available you WILL lose this customer unless you can actually fix these issues. Have a SUCKtastic day.

Anonymous said...

Brian Roberts, CEO
Comcast Corporate Office
1500 Market Street
Philadelphia, PA 19102

August 8, 2008

Dear Mr. Roberts,

Please allow me to preface my message by communicating to you that I in no way intend to discredit your company on the whole. I understand that one person’s encounters with Comcast do not necessarily define others’ satisfaction or dissatisfaction with the company. I merely wish to brief you on the absolutely negative experiences I have had with your company and a few of your costumer service representatives over the last week.

My name is ________ and I am a graduate student at the University of Pittsburgh. I have never in my life written a complaint letter, am typically non confrontational, and have the ability to obtain and maintain unbelievably good relationships with the people who surround me.

Two months ago, I was sent two Comcast bills within a week of each other. Admittedly, I did not check the dates or the amounts on both and paid them and overpaid my account, leaving me an approximate credit of $70.

I moved into a new apartment last week and because of this had to schedule an appointment with Comcast to retrieve my cable box. I had to take off an entire morning of work to wait for the technician. Now, I understand that it’s hard to forecast the amount of time it takes a crew member to complete a job, but the four hour window is a little lengthy. On top of this, the technician never showed up between the hours of 8-12, nor did I receive a telephone call alerting me of a delay. Because I had to go into work in the afternoon, I could not wait around all day for someone to show up, I rescheduled with a Comcast representative to have my cable box retrieved from my new apartment. Mind you, this is after I talked to two representatives (one at 11:40 a.m. and the other after 12 noon.), who were abrupt with me and informed me that someone was going to show up. When I requested a manager, a customer service representative promised me a call back, which I never received.

Because I moved into a new apartment, I need a new cable line installed in my bedroom. This customer service representative informed me that I would need to wait for two different technicians; one to pick up the old cable box and the other to install my new cable line. Due to the hectic schedules of Comcast technicians at this time, they requested that I stay at home and wait on two separate days from 4:00 p.m. until 8:00 p.m. Because I had already taken an entire morning off from work, I can’t afford to leave work early to make it home in time for Comcast. The manager I spoke to arranged my appointments so they occurred in the same evening and left a note for the technicians to come to my apartment after 5:30 p.m. on Wednesday, August 13th. I hung up the phone on Thursday evening thinking that everything had been resolved.

Yesterday, I arrived home to a bill from Comcast charging me for the equipment that I had not returned (please remember, it was the fault of your technicians who did not show up). I called your representatives last night to question the bill. I informed a manager that I was dissatisfied with the lack of communication on the part of your company and that I did not want to spend anymore of my time dealing with the situation. The manager I spoke to agreed to waive the $24.00 cable installation fee and told me that the negative balance would be removed as soon as the box was picked up and that I would receive a check for the $65-$70 owed to me as a result of the overpayment. Again, I thought my interactions with Comcast in this situation were over.

Apparently, I was wrong. This morning, I received a recorded message informing me that I would be charged for the equipment that I didn’t return. It’s really laughable.

Again, I am a student, trying to finish up my thesis. I am also employed as a Graduate Student Assistant and work for a community development non-profit organization. I have literally probably spent two and a half hours total on the phone with Comcast representatives. I forfeited an entire morning of work and precious pay to wait for technicians who never showed up. As soon as I think the problems were solved, I received further notice (in bill and threatening call form) that I did not return any of my equipment. As soon as the equipment is picked up, I am required to wait four to eight weeks to receive my refund in the mail.

As a paying customer of a service that is already entirely too expensive, I expect much better. FCC regulations do not allow me to choose a cable service provider, unfortunately limiting the ability for healthy competition and service improvement. If circumstances were different, I would not hesitate switching companies at this point. My opinion of Comcast has dramatically altered due to the lack of communication and lack of customer service skills in your company, and I hope that these circumstances improve to ensure a happier customer base.

You are a large company that is seemingly taking over many of the smaller, more personable cable companies. If you do not aim to be personable and to please your customer base, you might have a problem. I suggest you be aware that there are others who may be dissatisfied with their service. Perhaps it would be helpful to the name of your company to send out customer service satisfaction surveys every once in a while to ensure that your company serves its constituents in a manner that is suitable.

Thank you so much for taking the time to read my letter. I understand that you probably get a million of these in a week, but maybe if your services were amended and you concentrated a bit more on the general happiness of your consumers, the infiltration of complaints would lessen. Please do not hesitate to contact me should you feel the need.

Respectfully,
Anon

Formerly of:
5713 Elwood Street Apt. 18
Pittsburgh, PA 15232
Phone: 570-490-8773

Anonymous said...

This is a follow-up to my "Doesn't the buck stop anywhere?" post of August 4. Yesterday, I had to call Comcast to have an incorrect charge taken off of my bill, and I took the opportunity to ask about the missing channels. The CS person was very polite and said that I should definitely be getting those channels and that she would send a signal to try to get those channels working again. When I got home that evening, they were still not working; instead, I got a message to call a certain number to get them. By the way, I had already tried to call that number, only to find that it was not in service.

Anonymous said...

No PBS in Fowler, IN.
Since Comcast took over our cable "service" this year, during three or four hours a night I'm home and awake, it is FAR more common for the PBS channel they ostensibly carry (WFYI 20, Indianapolis) to show a "No Signal" icon than any programming.
PBS is one of the few stations I watch and, if they can't provide it, I'll got with DirectTV or Dish.
It is also very common for a number (anywhere from 3 to 10) other basic cable channels to show "No Signal" or be otherwise unwatchable.
There is also considerable difference in signal quality depending upon where one lives in town. Ours is seldom very good, generally poor, and (as I've mentioned) too often, non-existent.
I've tried contacting Comcast about these issues, online and by phone (which, I've been told, will cost me $2!?! to speak to customer service?!), to no avail.
I've about had it. I'm giving them until the next bill to fix the problems (at least provide us PBS) - or even to RESPOND to me - then we're yanking the cable and going with satellite. What a giant step backwards it was for us when Comcast came to town.

Alan Kotranski said...

My name is Alan Kotranski. First of all, I try to access the tv and it says it will be available shortly. I called comcast and it said that the whole region was having problems. The service doesn't work a lot of the time. Then, when a guy is scheduled to come out, not only doesn't he come out, but also he never calls to cancel and reschedule. The next to last complaint I have is that remotes are being sent w/out me requesting for them. I am being charged for them. The last thing I have to say is that I called comcast and asked them if I had to subscribe to cable to get picture in march of 09. They took me by a fool and LIED to get my business. How low can you go? I can't wait till FIOS comes to my area.

Anonymous said...

OK this is what it is like trying to get something fixed by Comcast support. They don’t even address the real issue. Comcast says Big Brother is On Demand that is a fact. It is not available in my area that is a fact. This issue was never address instead they just throw crap at my and never even offer to inform the On Demand Department. It is like talking to a small child.

Comcast please do something.






Dear Comcast Ecare:

I saw an advertisement for Big Brother 10 on your "on demand" video it
is supposed to be under Network Shows>CBS, but it is not there. Your
online guide also shows that it should be available. This has happen
in the past with other On Demand programs. I have tried to solve the
problem over the phone and through this Comcast form with no results.
In the past I had to contact the network such as Showtime. It was only then that you (Comcast) fixed the problem. Please contact the people in charge of On Demand in my area and inform them of the error. The error is not with my Cable Box because it is not available on
all three boxes in my house. The error is with your on Demand
programming. Please ignore what your customer service program is
telling you, to tell me and contact your On Demand Department and allow
them to fix the error. Please, please don't send back a canned
response it is very insulting.




From: Comcast Ecare
Sent: Friday
To: **** ******
Subject: Re: Web Form Submission: General Inquiry/Channel Lineup



Dear **** ****,

Thank you for contacting Comcast via e-mail.

I understand you are not able to find the ON DEMAND programming you were accustomed to seeing. There have recently been changes made to the ON DEMAND content.

Comcast, and the channels that participate in making ON DEMAND the
extensive content library that it is, are committed to providing the
most current and appealing ON DEMAND content to our customers. As
hundreds of new hours of ON DEMAND content have been added -- and
continually updated -- the content is routinely evaluated to measure its appeal to a wide variety of customers.

If it is observed that the viewing for certain content on a network is
low, the total hours of programming for that network may be reduced, or
the network may be removed. As some content is removed, even more
content is added and, as a result, the total programming hours available to customers are increased.

Comcast and the networks will continue to update the content available
through ON DEMAND with the most exciting and popular programming that
will appeal to a wide variety of our customers. In the next few months, content will be added, as well as removed in an effort to make ON DEMAND more robust for all of our customers.

You can view the current ON DEMAND content online by following this
link:

http://comcast.m0.net/m/p/com/mic/index.asp?LinkID=112

Thank you for choosing Comcast.

Sincerely,

Comcast Customer Care Specialist



Dear Comcast Ecare

Thank you for the canned answer to my question. The link you provided
does not work. This is the link I used to view the On demand programming for the month of August.
http://tvplanner.comcast.net


You may have to copy and pasted the link into your web browser for it to work.

Under Network Show>CBS it clearly shows Big Brother 10 in the listings.
If you watch the August Highlights video it also talks about Big Brother available ON Demand. But if you look for the show on the TV it is not there.

Is this a mistake or did Comcast purposely list Big Brother in two
different sources only not to have it available.

I am sorry if my emails sounding rude but put your self in my shoes. Read the email I sent you. I said in the email, I saw Big brother listed as being available on Demand, on your web site. I also said I saw it in the August Highlight Video.

You sent me the response above. It tells me at the end to check online to see what is available On Demand. Well, I did already, that is why I emailed you in the first place. It says Big Brother is available online but if you go to On Demand on the TV it is not there.

It is like you are not listening to me. This happens every time I call
Or email. Please just listen to what I am saying, take a few moments to verify that what I am saying is true and investigate the problem or ask someone else who might know the answer. So if you ask the On Demand department or someone who supports ON Demand they could address the issue.

Now here it comes, you are going to tell me to call 404-Comcast so
Someone else can handle this instead of you. It is so frustrating talking to Comcast support people.

Please handle this by checking if Big Brother is listed online like I
said. If it is contact the appropriate people to make it available On Demand or remove the listing from the web page and the August Highlight video.
Otherwise Comcast is committing false advertisement and fraud.

Thank you




Dear *** ****,


Thank you for writing back.

Here at Comcast, we do concern ourselves with the interests of our subscriber base. As our customer, We value your feedback on the shows and movies you want to see available with our On-Demand service.

Please visit this link to submit the requested program directly to our marketing department.


http://www.comcastsupport.com/forms/net/feedbacktvplanner.asp

You can view what's available now for On-Demand here:

http://www.comcast.com/whatsondemand/

If you have any more questions feel free to reply to this e-mail, or you can chat with one of our Online Customer Support Specialists 24 hours a day, 7 days a week at

http://www.comcastsupport.com/videochat


Thank you for choosing Comcast.

Sincerely,

Comcast Customer Care Specialist

Anonymous said...

Follow-up to "No PBS in Fowler, IN"
Wow, is this what I get for complaining? It must be a coincidence, but what are the odds?
Last night, we (most, if not all of the town) had a power failure, due to a motorist taking out a utility pole.
Power was restored after 2 - 3 hours.
Our cable TV? More than 12 hours afterward, we have none.
Except Fox News! Every other channel is static. I refuse to spend any more of my time (or money) trying to report and resolve this. Maybe I should thank them for helping us make the decision to drop Comcast "service" even sooner.
(I wonder what will happen when I reduce our payment to reflect the days we're without cable?)

BaerHouse said...

BenBaer, Memphis

Downhill from Superbowl

Our signal died 1 hour before my superbowl part. Funny thing - it was only the superbowl channel. comcast promised someone would come out as they had their superbowl sunday swat team. i never heard from them again and had no superbowl.

comcast techs have come out 1/2 dozen times since and our signal problems have not been solved. and, the techs never come during the assigned time slots and we never get a call that they will not be there.

now we cannot watch the olympics. can you believe that comcast continues to charge us for the last 6 months?

BaerHouse said...

If comcast reads the comment from ben baer on baerhouse: account number 09586 129248-04-5

Toni Renner said...

I am so grateful for this site. On Saturday I was ready to take the digital cable box that has not worked since it was installed three weeks ago down to the Woodbury, NJ Comcast office and smash it to bits. I only restrained myself because I figured an action like that might involve prison.

Then I read the op-ed in the Sunday Philadelphia Inquirer and it mentioned the lady in Virginia who did similar damage with a hammer. Now I wish I had followed my instincts. It would have been so very satisfying.

Anonymous said...

I called 7/22/08 to downgrade my broadband. I was told it would take place immediately. It did not take place until 8/8/08. When I called to find out why, I was told it just didn't and I would not get a refund on those 18 days I was charged because I was using the internet. I was also informed that my digital cable package was going up. I dicussed it with my husband and decided to go down to the network channels only and the lowest speed broadband internet. Television is just not worth $85.00 a month to us. When I called back, I was asked repeatedly to discuss with Angelo what channels I watch so we can put together a package. I informed him I just wanted the network channels only. Suddenly, I was informed that I was not authorized to remove the digital cable from the account, despite the fact that I have made changes to the account in the past. All I want to do is downgrade to network channels and 3k broadband!!! Comcast refuses to let me downgrade without making my life a living hell. Acct # 01721 149834-01.

Audrey said...

I HATE COMCAST. Five weeks, four visits, two hours on hold in the last two days alone and STILL have a tv offline. What happened to good old fashioned customer service??? I am in Atlanta and if Comcast is watching... the last 4 digits of my ssn are 5491. Does anyone have a name and phone number for anyone in MANAGEMENT? Particularly in Atlanta, GA?????

Audrey said...

8220204120200121 oops. Forgot to leave my account number in case this is for real

Charles said...

Why is it that everytime I call Comcast CS about a TV problem, I end up raising my blood pressure by at least 20 points? Are they secretly working for the American Academy of Cardiology, or what? No matter how well prepared for them I think I am, they always seem to find a new way to turn my crank.

This time, I called to report an intermittent problem with pixelation on a couple of digital channels, one of which I happen to watch. (Maybe I'm the only person who watches it, so no one may have reported it before ;).

Anyway, the first thing they tried to do was shake me down for $25 for a "service contract," threatening me with a much bigger bill if they came into my house and found that I had caused the problem! I asked if this was a new policy, having been a customer of Comcast since they acquired Garden State Cable, years ago, and never having heard of it before. No, the CS said. It has always been policy.

I respectfully declined the "offer," and said that, while I am no electronics engineer, I am pretty certain that intermittent pixelation on the same one or two channels was probably a signal problem, and not me emitting bad vibrations.

That brought them to Plan B. Coincidentally or not, when I declined the service contract, they refused to schedule the appointment with me because my wife's name is on the account, and "only the authorized user can schedule a service appointment." I went through 2 layers of supervisors and got the same story, even though, for years,I have been the one in the family who calls to make appointment with Comcast, and have never heard this "security procedure" before. Once again, they told me this "has always" been Comcast policy.

I had been hoping to wait until Verizon began FIOS service in my area to ditch Comcast, but this is the last straw. The next click I make after I submit this comment is going to be to DirectTV.com.

At least the satellite service only has picture problems when the weather is bad, and hopefully my blood pressure can remain at a more tolerable level.

Anonymous said...

I am a return visitor to the website because this is still the worst cable company in the US. My TIVO is still useless because the Motorola CableCards still do not work in Jacksonville FL... or so I think. They were to note my account of the difficulty 5 months ago and offered a DVR rental until they fixed the problem. So, now I get a letter today stating that I have not been properly billed for the DVR rental and they want me to return it before the end of the month. Really COMCAST? Would enjoy talking to a knowledgable employee. account# 8495741018115760

Anonymous said...

I live in Manchester, NH, and comcast does not offer ESPN Gameplan to my area., why? Its offered in over 95% of the country. I'm thinking of getting Direct TV.

Julie said...

Liars. They lied to my "FACE".
During a recent move, we had to switch our Comcast cable TV to our new residence. After the nightmare of finding a date that would work (for Comcast, not for us), we felt we were in the clear. A technician was scheduled to come to our house on August 13 between 2-5 PM. We had specifically asked that the tech. come after 5 if at all possible, as we had to work. I was assured that the technician would call my CELL phone, which I had in my possession the ENTIRE day, prior to their arrival. I left work early and was home by 4:30 that day. I called at around 5:30 just to make sure our order didn't fall through the cracks.
"We'll be there shortly, don't worry." An hour ticks by, so I call again.
"You are the next job. The technician will be there shortly." Another hour. I call again.
"Yup, the technician is en route. He will be there in 10 minutes." One more hour. It is now about 8:30. I call Comcast, who speaks to the dispatcher "on my behalf."

"They tell me that they came out at 5:00 and no one was there." I was speechless. First, I have 2 dogs who enjoy barking at the smallest noise. I would know if someone came to the door. Second, no one called my phone to make sure they had the right house. Third (and most important), I had spoken with the dispatcher 3 TIMES after 5:00, and each time they assured me they were on the way.

Being unusually angry, I called the billing department and asked them why I should even consider staying a Comcast customer. "Would a $50 credit keep you?" I took it, but the more I think about it, the more I realize that my time and sanity is worth much more than $50.

Comcast only makes money b/c there are no other options. They don't have customers, they have prisoners.

Comcast can contact me at julieboyd [DOT] pr [AT] gmail [DOT] com to convince me otherwise.

Boilerfan said...

My name is Rob and I live in West Lafayette, IN.

My cable television went out just two weeks after installation. The tech that originally installed it was a struggle to say the least. I had to sit and listen to him complain about how much he disliked his job with Comcast the entire time and how badly he was treated. It didn't inspire a lot of confidence in his work.
I called to report the outage on Thursday, Aug. 14 and was told that and was told that the soonest a repair could be scheduled was Wed. Aug. 20th. That's just awful, especially during the Olympics!! And, I paid a 79.95 installation fee to 'guarantee' the installation. I really feel like I was taken. What good is a guaranteed installation if it can't be serviced for a week when there is a problem? I had Dish Network at my last residence and the few problems I had were almost always met with same day service. I wonder how many other media companies find a week turn-around time service acceptable. Unfortunately, I don't have a choice of providers in West Lafayette, IN because local networks are not available via dish. Comcast has just gotten too big for it's own good. I sure wish I had another choice.


I would think improvement woud be at the center of their radar screen anyways, since they are ranked at the very bottom of the most recent American Customer Satisfaction Index, according to the NYT in an article dated July 25.

Thanks for listening. Hopefully, if enough people rise up against this lack of service, Comcast will have no choice but to improve.

cicccarelli said...

What a fantastic blog. It's nice to know I'm not the only one spinning my wheels with Comcast.

My problem with Comcast started when my husband and I moved. We set up an appointment for a technician to visit out new house to set up our cable and internet. While he was in our home, the technician informed me that I'd need to make another appointment to have the cable moved externally. This technician also refused to resolve the signal problem that caused a pixilated screen.

I scheduled an appointment to move the cable. When he arrived, the second technician told me he'd been scheduled for a trouble call and couldn't move the cable.

I used Comcast's customer service feature to email Rick Germano to complain. A representative contacted me and assured me that Comcast would move the cable for free and that I'd receive a complementary month of cable. I reluctantly scheduled another appointment.

Yesterday, after my husband and I waited on Comcast for the THIRD time, nobody showed up. No call. Nada.

I don't know whether to laugh or cry. Comcast is like a bad high school boyfriend who strings you along.

I hope my problem is resolved. Good luck to those with similar tales of woe and frustration. You have my sympathies.

-Customer number 8220 20 210 0157774

Anonymous said...

I have 2 major problems with Comcast....
First...Why haven't they started carrying my local CBS affiliate in HD? WTAJ TV 10 from Altoona PA has been broadcasting in HD since early 2007 and they are still not being carried in HD although the local ABC, NBC, PBS, and independent stations are. These stations all came on line after WTAJ. I know the WTAJ station mgr. and he tells me that they have contacted Comcast about their omission from the HD lineup and have never heard anything back from Comcast. I have called Comcast numerous times and been assured that the info was passed up-line and the situation would be remedied...Guess I will have to resort to contacting the Executive Response Team at the Comcast tower when I am in Phila in a few weeks...
Second....I absolutely HATE the way that they wait for a commercial to run 15-30 seconds and then interrupt it with a "local"ad that then delays the return to the program I am watching. This occurs daily for MSNBC, CNN, CNN Headline News, Weather Channel, the financial news etc. It seems a if someone is asleep at the switch!!!
I am in the State College PA area and am serviced from the Tyrone PA office for physical service problems. I have 2 boxes w/the full service tier except for the PPV porn stuff and it really frosts me to have the commercial disruptions and also the missing CBS HD broadcast.

Customer id#01692-110907-01
franchise area 2

My prior provider was Adelphia and I had great service from them...the main factor for me staying w/Comcast was that they are providing my region with the Lehigh Valley station that carries the Phila. Phillies. I was ready to go with either Dish or Direct to get the MLB package. The quality of service has been great...maybe because the service crew has been there for years and they all know me and know that if I call in there is a major problem.

Hope to get a response on these 2 items...
Thanks in advance and keep up the good work!!!

Anonymous said...

AMC's not the only thing folks in Baltimore and Washington lost in July from analog, no-box cable -- TMC and TV Guide channel were quietly moved to the digital, box area, too. So three channels were cut from your service and you have to rent a box and remote from Comcast to get them back. According to the woman catching the complaints at the office, you supposedly don't have to buy the whole digital package, but you do need to pay about 4 bucks more for a box --- unless (they haven't advertised this either) you are irate enough, in which case they will offer you the box free for a year. Still, it's a service cut/price increase and if you don't like it, tough, we're Comcast. It's a blatant attempt to screw analog customers until they give up and get a box -- Comcast needs bandwidth for more HD channels to compete with DirecTV and FiOS and sell more stuff to premium buyers -- you can put a handful of digital channels in the space of each analog channel you take away from basic subscribers. They should at least give you the box.

Anonymous said...

This is a follow-up to my "Doesn't the buck stop anywhere?" post of August 4. I've heard nothing from Comcast in that time. Do I at least get a credit on my bill for the channels that even CS acknowledges I should be getting?

Anonymous said...

Customer id#01692-110907-01
franchise area 2

This is a follow up to my post of 8/17. I was shocked and PLEASANTLY surprised to get a call at 11:08 am today...8/19 from Laura in Customer Svc...We had a very nice conversation and she assured me that she would look into my dissatisfaction with the failure to carry the local CBS affiliate HD broadcast while carrying everyone else...I expect to hear back from her in the next few days...

To whoever monitors this board...Could/would you have Laura give me a call again??? In my shock at getting a call from corporate, I forgot to ask her a few other questions regarding my service... For reference, my post was about CC not carrying the local (Johnstown/Altoona PA) CBS affiliate in HD ...They were the 1st local station to go full time HD...yet CC carries all the other networks HD signal except theirs...
KUDOS to the founder/owner of this board!!! IT DOES WORK!!!
I do thank CC for the prompt reply and hope that they continue to upgrade their customer svc....
I feel bad for those that are having nightmare problems with the CSR's they interact with...It seems that CC has a definite problem getting consciencous employees to man their call centers...I am sure they are aware that a good front line experience is extremely critical in solving client problems...Unfortunately, they are in the same boat as many businesses today..The lack of quality employees that want to do a good job for a good wage...Maybe CC needs to review/improve their wage/benefit package in order to attract quality people..
Mike K

Camosid said...

This is a follow up to “Comcast has the wrong address for me.” Someone called (8-4-08) from Comcast to resolve my address problem. They did not want to fix it right away because I had a service call scheduled and she did not want to mess that up. So she put a note on the service call that the address was wrong, and she noted the correct address.

Service day. Service scheduled between 11:00 am to 2:00 pm. Service person called at 1:53 pm to tell me, she was running late. I said OK please call me before you come. Service person called at 4:30pm, she said she was at my house. I asked what address. She said 728. I told her that was wrong it is 708. She came to my house fixed the problem and left with no paperwork for me to sign.

The service person did not read or get the note that the address was wrong and she didn’t call before she showed up.

Someone called that night to check if the service was done. I said yes. That is the last I heard from anyone.

I called on 8-14-08 and asked about the address problem and the call taker said someone called on 8-13-08, but the line was busy. She said I should wait for a call back.

8-20-08. Called Comcast again asked about the address problem. She said someone tried to call 8-13-08 but the line was busy. I asked “If the line is busy they never try again?” She said that she would look in to it. That is where I stand now.

Problems: Comcast you have a major communication problem between departments. Information is not being passed along.
You over load your employees or your employees lack motivation. Could it be that your employees aren’t provided with the training or power to fix anything?
Your employees also don’t verify issues (e.g. something missing from On Demand) they automatically blame the customer’s hardware, software, and ignorance. Also your call-takers lack training, you can’t “on the job train” people to troubleshoot and you can’t just go by a scripted troubleshooting flowchart. You have to teach basic knowledge of Comcast services and basic troubleshooting skills. If you invest time on you’re call-takers in the beginning with training, there will be less turnover and your over all expenses toward call-takers will decrease.

Please fix my address problem this has become a part-time job fro me.

I also have a friend that has never been able to get on demand, she just gets error codes. When she called Comcast about it the Call-Taker says “Well mamma you’re not paying for it, it is free after all.” Comcast, you might remind your call-takers, it is not free it is part of the package we pay for.

Account Number: 8220133030114603

Anonymous said...

Here's a copy of an e-mail I sent to comcast.net:
I got this e-mail address from the blog "Comcast Must Die," where thousands of unsatisfied customers share their complaints with one another since no one at Comcast seems to care or "serve the customer." I found it telling that the coorporate website had no link for customer comments.

I have been a customer (#8220204120144576) of Comcast since it took over Scripts Howard Cable back in the 90s. Only recently have I had the kind of horrible service that I've heard from everyone else. (Seems like the disease is spreading.) I live in Atlanta. My parents live on the Southside of town, and they have had much trouble from your incompetent and rude customer service people and technicians - on the phone and in person. I always told them that I had no trouble. Well, that was because I had had no trouble with my cable. Until recently.

In early July I experienced an outage with my cable. I called the service center in Norcross, GA, and was told there was an outage in the area and that the service would be restored in the next couple of hours. The next morning, I still had no service. I called when I got home from work. (I leave at 7 in the morning and don't get home until around 6 or later.) My main concern was that I had Internet service through Comcast as well. At the time, I was working part-time on line scoring for the SAT, which only runs about two weeks once a month for 10 months of the year. It was the last scoring session until October. I was told it would be over a week before a technician could make it out to check out the problem. I told the "girl" that not only did I need my Internet for my part-time work, which was ending that week, but that I needed it for my banking. She made no concessions whatsoever and continued to say the same things over and over with an robotic tone. Oh, she had already tried to send a signal to the cable box and nothing worked. So, I would lose about $400 in extra wages that week. She did suggest I get some kind of Comcast Internet Business package, which makes absolutely no sense for me since this part-time work is only occasional. I told her it was a good thing that I didn't have phone service through Comcast or I would never have been able to contact them that night. She set up an appointment for the following Sunday since as I said, I work during the week days as most people do and cannot schedule an appointment from 8-5 on a weekday. I can't take a day off. I just started this job. (And I haven't really gone into all the details of the three people I spoke to that night.)

In my anger, I cancelled both my cable and Internet service the very next day. I contacted AT&T and set up an appointment to get the Dish. Well, AT&T is just about as customer unfriendly as Comcast, but what options did I have? So I had to wait a week for them to come to put in the Dish, but I got Internet service within a couple of days. When they came to install the Dish, the tech told me that I couldn't get it because he couldn't aim it in the right direction from my balcony. So I had to crawl back to Comcast; I had no other option. (And I don't know how you get away with being the only cable service in any area.) But of course, I had to wait ANOTHER week for someone to come out and check on the problem I originally had. The "girl" I talk to this time suggested it my be the cables or the box that were the problem, and she suggested that I take them to the service center in Norcross to have them checked out. I told her that if they weren't the problem that would be a big waste of time. Plus, the service center closes at 5pm. There was no way I could make it by there from work. So, she made one of those Saturday appointments where you have to sit home all day because the tech could get there anytime within a four hour window, and my window was in the afternoon. Suffice it to say, he arrived during the last hour of that window. It took him about five minutes to correct the problem, which involved something outside.

Now, here is where things get worse. My cable went out AGAIN this Monday. Same problem. I am without cable all week because I can't be home during the week. This time, however, I was given an 8-11 appointment. So I ask the "man" to make sure I was first on the list after all that I had been through. Of course he couldn't do that. He did finally say he could put me on a list for a "possible" appointment for one of the weekday evenings from 5-8. Well, why hadn't anyone mentioned that before? Still, that's hit-and-miss because I don't get home until around 6. How many times do I have to tell these customer service people that? I forgot to mention that when I first called this past Monday, the first "girl" I talked to immediately put me on hold for ten minutes and then cut me off.

As soon as I can find or get some other cable provider in my area, I will leave Comcast and NEVER look back. Until then, I'm at your mercy, of which you have none. I also forgot to add that I have never even been late on any of my payments and never would be. But that doesn't seem to matter to your corporation. There is NO difference between a good customer and a bad one.

This is what I see as your problem with customer service (rather customer frustration, customer infuriation): Your customer service people can do very little, except deal with billing issues, send signals, and listen to complaints. (I also forgot to mention during my go-round, I asked to speak to a supervisor, who was supposedly busy and who would call me back. He/she never did.) What you need are 24-hour technicians, not these barely educated robots that answer the phones. You know, like the power companies? And what's the point of having supervisors when they can do no more than the reps? Seems a big waste of money to me. Is this just a problem in your Norcross, GA, office?

I will continue to campaign against Comcast. I tell everyone I know. I will blog and continue to try to find a group or organization that works against you. I've never been a complainer and I've never had attitudes like this before. But I am and do now. And by the way, my AT&T Internet service works just as quickly as the Comcast cable Internet I previously had. So your cute turtles can say all they want, but it's just a lie.

desmax said...

Comcast San Francisco - New Update

Left a VM for the Field Tech Supervisor (Jason) several days ago, and he called me back with an update. The update is that we don't have a date yet for when work is to start, or a target completion date for work. Recall from my previous posts that the entire building is affected with a poor signal coming in from the outside line. Comcast is supposed to improve the line coming into the building and "rearchitect" the tap box that is used to distribute signal throughout the building (12 units).

So, I'm stuck in purgatory still. Don't know when he issue will be resolved, and no effort to set expectations as to when this might be resolved. I still have HD reception problems. So bad in fact, I tried watching "Generation Kill" on HBO HD Sunday evening and couldn't (too much tiling, lost video and audio)!!! I had to switch to the non HD HBO channel.

I've asked the HOA to explore satellite dish installation for the building. This process has begun, with contractors scheduled to complete a site survey for install. The idea is to provide the option of a satellite feed to all units in the building in order to offer owners a choice.

Will post updates.

Acct. No. 8770 34 009 3965979

sjbaldino said...

Comcast is a piece of shit, and you are absolutely right when you say Comcast Must Die! Comcast is VERY lucky that they have Comcast Sports Center, other wise there is NO way in the world we would ever have Comcast as a service provider for ANYTHING! We have been a customer of comcast since 1998, every year we have some sort of problem, now they have created the service plan, so they can get more money from us, if you do not have a plan they will charge you $25.90 to come out and fix an issue, they NEVER tell you they are going to charge you when they set up the service call and they NEVER tell you when they are at your home fixing the issue (there box issue) that they are going to charge you $25.90, now they must "research" the problem and see if they can remove the charge! Unbelievable! My son has a box, because we got it free for what 3 months, yippe, now we pay $10 a month for the box he doesn't use and he can't even get Disney or Nick Jr. the 2 channels he would actually watch! So they come out and say the problem is a wiring issue and charge $25.90 to fix it, and it still doesn't work! Now I can remove the box and return it, of course drive 5-10 miles to return the box, or else they will again charge me a service fee to come out and pick up the box! ?@#$ Them! Go Verizon! Comcast Account # 09508 164663-02-0

Marcello silva said...

May i suggest something to all, Go Verizon Fios (if it's avalible in your area)

Paul said...

Account #: 05613-21204504-8

I live in Arlington, Virginia, and have been having a terrible series of experiences trying to get an M-cablecard installed in my new TiVo HD. On Tuesday, August 12th, a technician arrived at my apartment with the card as scheduled. He claimed that I shouldn't expect it to work, told me he only brought one, and became frustrated and profane when he was unable to successfully install it. Extremely, extremely rude. He started yelling at his dispatchers and Comcast tech support, then took the cablecard and left without providing any sort of remedy. This took about two hours. (The tech also nodded off on my couch in the middle of the install, but that's another issue entirely).

I called Comcast immediately to try to set up an appointment for the next day, but they said the earliest time available was Sunday the 17th. I asked if that was right--I wasn't aware that techs worked on Sundays--and was told yes, so I agreed to a 3pm-6pm timeslot. At my request, the representative added a note to the service order that I needed someone who knew how to install the cards, and that the card needed to be tested for functionality before it was dispatched. The rep claimed that a tech support supervisor would be coming out to me with a tested, working card.

I waited for three hours on Sunday, and the tech never came. I waited around until 7, and no one came. No one called me to say the appointment was being missed or canceled or rescheduled. I guess I was right about techs on Sunday.

I'm in a very busy time of the year at work right now, and I couldn't take off last week to wait for an appointment that might not happen. I've managed to wiggle out a little flexibility for this upcoming week to get this resolved. I'm running out of time to return the Tivo if it won't work, and I need some assistance. I have this week to get an M cablecard installed, or I'll look into satellite TV--I'm not going to choose the Comcast DVR just because my local Comcast refuses to install the cablecard they're mandated to provide by the FCC.

Please help. You have the chance to really change my impression of Comcast, or to behave just like the foul-mouthed installer and the guy who never showed up.

Anonymous said...

my unfortunate account number is STILL #8777701590429236

I have posted on this site twice now...first time got a call in 24 hours (great apologizes for my "inconstancies) and had a person out to help. That did not help my situation and after numerous calls and voice messages I posted again. Saying the truth, that while the quick response was encouraging, the outcome after a quick "solution" was not found the cs person has now started to ignore me and suggests the 800 number vs. her returning a phone call.

Then my second post the new cs calls in less than 24 hours and says a "supervisor" up to set up to "fix" my dvr sound issues. He comes and is hopeful, while one issue is solved another issue with sound has developed. While the tech gave me his cell number, either it was incorrect or I wrote it down incorrect. So I called the cs to either get his number or the cs to correct this issue her self. I have literally left 20 some odd messages, now they go so far as "this is....account number...living at...still haven't heard from you..." (last saying you have until the end of August to help of I'm switching to satellite).

Its September 25th and I feel like twice now (first post long ago in the early of 2008, but issues since I moved in Oct. 2007 and yes I called since I moved in) and with my two posts issues that weren't easily fixable...I've been ignored and push aside ON PURPOSE by the cs staff. I just want it all to work without the sound being an unavoidable problem, perfection is not required! Why is it so hard to just provide the promised product (that being workable cable) ...or that I don't spend more time on my cable than work that pays me...? If I gave my customers this customer service, product delivery or out right ignoring my clients...I wouldn't be able to afford my cable!!!

Anonymous said...

sorry August 25th not September

Anonymous said...

Well a couple of months back I posted to this blog about a problem with tiling, and while it got a positive response that seemed to finally fix the problem, alas not three months have passed and it looks like the tile issue has come back!
But you know what(as I was debating with myself if it was even worth the hassle of calling in to complain) I saw on my TV the straw that has finally Broken My Back (as I was watching the Olympics this weekend thru my broken up cruddy picture) Comcast ran yet another one of their ENDLESS Triple Play ads (wonder how much money they waste on that BTW)showing me that I could get all three services for a year at $79.99 a month.
Hell I am now paying $85.00 a month just for cable TV and here I see all three now going for less than that and SURPRISE SURPRISE I do not qualify for it!
Tellya if that is not a Huge Slap in the Face to existing Comcast Customers like me then I do not know what is?
Nevermind the Crappy Service or the High Bills or the fact that they add channels nobody wants to watch (added a channel that brodcasts the METS that I do not think that more than 10 people watch,which runs "Paid Programing 75% of the time and insult to injury they raised my rate to carry it)while they ignore popular channels like the RFD channel, (which is the hottest thing on TV this year)that Comcast Customers are calling up and BEGGING them to carry.
No I will tolerate this No More!
No More endless calling to fix a problem they should fix after the FIRST CALL!
No More paying high bills for CRAP SERVICE and CRAP Channels (I doubt there are now more than ten channels worth watching on Comcast these days)that mostly run "PAID PROGRAMING" when they do not run repeats of 40 year old tv shows that have been sliced and diced to death (to squeeze in yet more and more ads)!
Nope unless things start to change BIGTIME at Comcast in the nex two weeks then I am going to drop Digital Preferred (which btw I only keep because it includes the BBC America channel)and then in the next month (when I have some spare time)I will go thru the hassle of finally switching over to a Satellite Dish service!
Anyway enough venting, my account number is #8773400111415030

Anonymous said...

I give UP. Comcast has frustrated me to no end, again. Here's the short version: I moved to a new apartment in April 08 and had my cable service transferred. The first problem - instead of transferring my original service, they signed me up for a different (and of course, more expensive) plan. Fine, I called and eventually got that resolved.
Then I noticed that my picture was pixelating on numerous channels, leaving them completely unwatchable. That lead to a series of at least FOUR visits from Comcast techs in four months trying to figure out the problem - each one claiming that they had fixed it, but I would end up on the phone again a few days later making a new appointment for the same problem. Each time I called, I would ask about a refund, and they would say "I'm making a note in your file, but we can't credit your account until the problem has been resolved." Finally, the fourth (fifth? sixth?) tech finally fixed it in late July. Today I called to discuss this credit situation - and the genius rep said she could only credit me for 6 days! She was counting the days of the visits, or something. I explained patiently that the problem had not been resolved in between visits and that I had been told to call once the problem was fixed. She said she couldn't do anything. Then I asked for a manager, waited on hold for 15 minutes, and then was told that there was no manager available on a Monday afternoon. I'm supposed to receive a call from someone, although she could not tell me if it would be today. Nice system, folks. My account number is 09529161530062.

Anonymous said...

Account# 8773400111415030
Follow up.

Well boys and girls I got a call (less than 24 hours after I posted) from a nice woman who after I repeated what I posted here to her explained to me that they had to send out a Tech to look at my unit and wiring.
OK so out he comes yesterday afternoon and the tiling that was so bad on Sunday (I was out 90% of the day on Monday so I do not know if it was still bad then)is now nowhere to be seen on any of the channels that were unwatchable just 48 hours prior.
Anyway he told me that told him that the problem was not with anything inside my apartment (as the problem would be constant)and he eventually ended up telling me that there was little if anything he could do at which point he blamed it entirely on the wiring inside the apartment building!
BTW he also told me that he would make a note of it so the next time I called the CSR would know that the problem was not inside but that it was a line problem on the outside.
Which sounded funny to me because the Last Two Techs who came out to look at this very same problem told me that they would do The EXACT SAME THING!!!
Yet another call and yet another unnecessary visit was made because nobody seems to have left the note they were supposed to leave twice before.
Anyway Bottom Line is nothing has changed, so now it looks like I am going to start reducing my service with Comcast, and that I will then eventually be forced to switch over to a dish (sometime over the next month or two at the latest) as there is now No Hope that it is ever going to get any better if I stay with Comcast!
BTW when I mentioned to the tech about my looking into switching over to a dish he came back with the same tired old line about the weather problems I would face.
Funny part to me was it sounded like it was now the same tiling trouble I am now getting with Comcast on a clear sunny day!

Edwin Arnold said...

I'm 93 years old. My son is typing this blog entry for me.

After 4 or 5 technicians (I lost count) came or refused to come to our house. One of them was only a block away (my grandson saw their van at house down the street) but didn't want to make the drive over. The technician simply called, and when the answering machine went off because I'm too old to get the phone quickly - he simply did not come to the house.

The next-to-last tech, after all the others had told us that that's the way the system works (one tech said, my box at home does that too).. the next to last tech finally agreed to switch the used box with another used box after my son asked him. The problem went away! But then, the tech noticed that this box had a defect. It wasn't downloading new info from Comcast. So he went to his truck, pulled out another used box and replaced the working used box! Now the problem was back!

Also the tech before him had mixed up our wiring and shut down our cable over the weekend. He promised me that a maintenance sweep would be done, but when I called to confirm it and later spoke with the other tech - no sweep had ever been called in. Our signal strength is too weak, but to date - no one has come to fix it. This was over a month ago.

So, after 8 phone calls, 4 or 5 techs, several different USED boxes, and many half-truths... I finally got the truth from the last tech who was here.

"We are understaffed and they won't buy us new equipment. We keep using the same boxes." And I found out Comcast doesn't always test them correctly to meet specs.

Not only this, but Comcast charges extra for the NFL Network!

I have to say that if their policies on spending money for equipment and customer care don't change - we will be switching back to DirectTV. I have a lot of influence in my county - through the Rotary Club and many other contacts through my former insurance business.

If nothing is done, Comcast will suffer far greater loss in customers than the cost of 3 new TV boxes and a signal increase for my home.

And one more thing. There is a delay in the boxes on top of the static, because Comcast did not have the foresight to order boxes from Motorola that have a digital/analog switch on the back. Each channel has to be converted, and then converted back again. If you remove the box, there is no delay, but all Comcast functions are lost.

Thanks for this site.

Edwin Arnold
1003 Fairground Court
Kingston, TN 37763
Email: spiderwebteam@comcast.net

www.michaelanddawnarnold.com
www.cleansenow.biz
www.testimonyinfo.com

Andy said...

I work for comcast and they suck get as far away as you can!!!

angelique said...

comcast tech disconnected me while attempting to connect a new neighbor. when I called for this to be corrected i was informed that it would take 4 days to get a tech back out to my house. When I asked to speak with a director I was told that they didnt have a way to contact upper mngt. when I asked for a physical address to go in person to register a complaint they said that they could not give me an address nor phone number. By the way did I happen to mention that a hurrican is coming my way but I now have NO WAY to track due to lack of service THANKS ALOT COMCAST

Anonymous said...

SO, imagine this:

MHD, Music in High Definition on channel is tailing and dropping out. When the screen is mostly a mess, even the audio goes out.

The other HD channels I watch are MOSTLY OK, though moderate tailing goes on all the time.

SO, I report this, and they have to send someone to my house.

Let me predict the future. A technician is going to come to my front door and not even ask to come inside.

This problem is either at the originating network, at the head end, or at the node. It CANNOT be at my house.

So the poor schmuck sent to my house will look at his feet, kick the concrete with his toes, and politely ask to be able to leave.

If he is an arrogant asshole, he will replace the connectors on my drop, FOR ABOUT THE TENTH TIME!

In no way with this be fixed, nor will the key latency of by HD DVR box.

I have been told, OVER AND OVER, that the key latency problem will be fixed SOON! This has been going on for over a year.

Since I am posting this on Thursday night, I will get a phone call on Friday morning. They won't be able to fix it, but they will be sure to tell me of their concerns.

Geez.

Once FIOS is sending out basic cable in Clear QUAM, I am the heck out of Comcast!

The only reason Verizon FIOS hasn't yet totally killed off Comcast is because they are greedy and want to force every TV to have a box. Once this is over, it will be the end for Comcast

Ward Fetrow
01668 024168-01-1

Anonymous said...

OH, and I forgot to mention, I listened back to the recording I made.

They FORCED me to make an appointment. I made one. It is from 6 PM to 9 PM.

NO WHERE IN THE RECORDING IS A DAY MENTIONED!

I don't want them to come. The technician will only apologize over and over. They won't fix a thing, so I really don't need them to come.

Still, they never told me WHICH DAY they might come.

What amazing idiots.

Ward Fetrow
01668 024168-01-1

Anonymous said...

Calling back to determine the day they were going to appear, I got some girl who had a bad headset. I couldn't hear here and I asked several times for her to to to her handset. She said she didn't have one.

She then couldn't understand me.

I asked to be transfered to someone with working equipment.

She hung up on me.

Ward Fetrow
01668 024168-01-1

Anonymous said...

Well, so here it is, I've been on the phone and on hold for four hours. In the mean time I have called ON A THIRD LINE and found out my appointment is for Sunday.

However, the jerk weedS on TWO PHONE LINES have kept me held up and on hold for over four hours!

Channel 227 is still freezing up, and I cannot do anything about it.

Still, I have TWO Comcast CSR lines, CONFERENCED to each other and on hold.

They really don't care one bit. I will bet they will still be on hold in the morning, not that 1:26 AM isn't morning.

Comcast really doesn't care one little bit about customers.


I call from the number I have on file with them. They should KNOW about it.

When I call from another line, the system asks for the phone number, I pound it on on the Touch Tone pad. In BOTH cases they ask for it again!

What the hell is wrong with their equipment? It really SHOULD know who is calling!

ANI is not like Caller ID. NO ONE CAN FORGE ANI! What is wrong with Comcast that they cannot look at the ANI and KNOW who is calling? Any TECHNOLOGY company can do this. Hell, any catalog company can do this!

Comcast MUST DIE!

Ward Fetrow
01668 024168-01-1

Anonymous said...

"angelique said...
comcast tech disconnected me while attempting to connect a new neighbor. when I called for this to be corrected i was informed that it would take 4 days to get a tech back out to my house. When I asked to speak with a director I was told that they didnt have a way to contact upper mngt. when I asked for a physical address to go in person to register a complaint they said that they could not give me an address nor phone number. By the way did I happen to mention that a hurrican is coming my way but I now have NO WAY to track due to lack of service THANKS ALOT COMCAST

August 28, 2008 2:26 PM"

They MUST have a local office in your county, town, or city. If they won't tell you where it is, they are breaking FEDERAL law.

You need to file a complaint with the FCC.

It won't cost them much, but the minimum is about $8,000.

THEN go visit the office and use the Public File to find out what else they are doing wrong. You can cost them tens of thousands of Dollars, if not hundreds.

Get involved, I really hurt Adelphia, and am about to bring a world of hurt to Comcrap.

Anonymous said...

Acct # 8798300018049190

My experiences with Comcast this summer defy all logic. I live in Chicago IL and I closed my account with Comcast on June 27th at my last apartment because I was moving. It turns out it was not possible to have Comcast service in my new building so I went with RCN, who I've used before. I had paid my account in full and once I finally received the DHL return box from Comcast I returned my cable box, cable modem and remote control.

Well, all summer I have been getting bills from Comcast saying I am past due and it has climbed to a figure of $286.91 at this point. I've called Comcast several times and the customer service reps always tell me "just ignore those bills" and that I don't actually owe anything. But that they are going to just keep generating a bill because the service has not been manually disconnected by a technician.

What does that have to do with billing me for service I'm no longer getting??? I haven't had service since 6/27/08, so how is it logical that you continue to bill someone for nonexistent service in an apartment where they no longer live because you are too lazy to send a technician to the location to switch off the feed!!! It really seems like a predatory move in the hopes that I'm stupid enough to think I really owe this money and need to pay it. They probably sucker a lot of people this way.

This last phone call I asked Jessica, the CS rep, if I could speak to a supervisor and I was told that only she could talk to him and when I asked for his name I was told I couldn't be given that information. So apparently, the supervisors hide behind the CS reps. That's pretty disgraceful. That or she never had any intention of talking to her supervisor about my issue because there's some sort of penalty for doing so. I was also told that by Jessica that I don’t owe the $268.91 and to ignore the bill ( same song and dance as all of the other times), but that I do owe $9.10. I ask for what and she can’t tell me. Where did they pull this $9.10 balance from - thin air??

Comcast needs to close my account and quit sending me bills - end of story!

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

This is a follow-up to "Comcast has the wrong address from me"
I was called by a rep who said they could fix the problem if they cancel my account and open a new one. But, if they do I will lose my grandfathered pricing from 8 years ago. So I will lose channels if I stay close to the same price or I can pay $30 more to get close to what I am getting now.

Great job Comcast, you make a mistake and I have to take the hit, keep the wrong address. I have to write the Licensing & Revenue Dept for my county now. Why they keep you around is beyond me.
Account Number: 8220133030114603

Anonymous said...

Man just when I thought I had seen every Fuck Up Comcast had to offer us yesterday I came upon a brand new one.
Clicked an On Demand title and up popped a box saying that it could not complete the connection because the cable was loose?
Nevermind that I was just watching IDOJ on tube time just before and nevermind that I watched an On Demand movie right afterward (to see if it would play)everytime I would go back and try to get anything from that On Demand section to play up would pop that same stupid pop up box telling me that my cable was loose (btw checked and it was tight as it could be)!
Tellya I would normally call up to bitch but seeing as I am going to a dish in a few months I just do not want to waste my time on this crap anylonger!
BTW it looks like that I am not the only one leaving Comcast as last week I had to go into the office (to get a new remote)and of the 43 people I saw who were waiting in line I counted more than half were there to turn in their units!
And I did not see one of them walk out with a new one!

Anonymous said...

Account number: #09568332473-01-5

Great name for the site! Was furious with Comcast a couple of weeks back and while googling some relevant keywords, came upon this.

Bait and Switch tactics :
Comcast asked me to upgrade to Digital Cable since they were moving some channels around, and promised only a $1.35 charge for the converter, remote, etc. Then a sales rep askes me to upgrade to Digital Service to give it a try, promising there would be no charges to cancelling the service. But sure enough the next month when I wanted to change back, they ding me for "Service Downgrade Charge", extra Cable Box charges - since they dont have a code input the original upgrade-promo-rate.
They ask me to call their digital upgrade line to complain, but nobody picks up and messages are not answered.

So Comcast has quitely upgraded me to digital converter box and their higher rate even though they agreed with the regulators to provide this service as nominal cost to their customers.

I hope that Comcast is still looking at this blog. But even otherwise I want to shout out how they stink as a company. If they didn't have the monoply on cable they would be out of business by now.

Anonymous said...

Here's a question for anyone reading this: If your account number indicates that you live in an area where Comcast has a monopoly, will Comcast even bother to respond? I have heard nothing from Comcast since my post of August 4.

Anonymous said...

WASTING TIME !!!!

miranda said...

Acct# 05613257992-808-0

I've never been very happy with my Comcast service due to pixelating on HD channels, slow "high speed" internet, Techs showing up late after making you wait 4 hours and take off work to work around their schedules, ect.

However, my current saga with them is by far the worst and I promise you that if they didn't have a monopoly in my area and if my condo association allowed satellite dishes I would NOT be a Comcast customer. As it stands I will be changing my internet service to Verizon DSL because at least I can change that and I can't imagine it will be any slower than Comcast. The second Verizon FIOS or AT&T UVerse are available in my area I will switch to them as well.

I have not had TV or Internet for over a week. Last Thursday my internet and cable went out. I called Comcast who informed me they would send a tech out on Sunday between 10am-1pm. The Tech came, poked around, and could not fix anything. He informed us that he "thinks" the cable was cut accidently by some gardening in the neighborhood and a supervisor Tech would have to fix that and that he would put a referral in, then he left. Then nothing. So I called Comcast again on Monday only to be told that while he had put a referral in, it had not been tranferred to the maintenance dept. and so nothing had been done. We were told we'd get a call again within 24 hours to schedule another appointment. 24 hours passes with nothing. My husband calls on Tuesday and is told the request was never put in and is finally given a new appointment for Wednesday between 12-4pm. Another useless Tech comes who cannot fix the issue without a "supervisor Tech" because a temp line has to be laid through neighbor's property and he cannot do that. He tells us he will put in another infamous "referral" and someone will be out within 48 hours to fix. Then silence. So I call yesterday to find out if someone is coming out and when. We are told we should get a call soon to schedule an appt. Nothing. I call this morning and the guy I talk to says he has to check with his supervisor and he will call me back. He never does. My husband just called again and got "Kitty" who caught an attitude with him, told him this was not Comcast's fault and that the request is in and the tecs will "get to it when they get to it".

This is complete crap. I want my stuff fixed NOW. And god help Comcast if I get a bill for the full amount of my overpriced "service" for this month. I've been told I will be credited but I have little faith in that.

I doubt this post will do any good, but I am trying anyway.
We'll see...

bmfc1 said...

09569 385959-02

I pay $175 a year for the Extra Innings (baseball) package. On Thursday, I saw a Comcast truck in my area. That night, I went to watch a game but all Extra Innings channels were pixelated (it has worked fine all season). I called "Customer Service" and they did the lazy thing: sent a signal to my box which, of course, did nothing. The next morning, I called back and was told that there were no outages in the area so she didn't know what was wrong. I called again that afternoon and the guy said that because there were no outages in the area, that there was "leakage" on my line. I asked how this could be since all of the other channels were fine. He said that this package was on a different line. I said that since it wasn't an internal problem, a truck should be dispatched to fix it. He said that this can't be done until TUESDAY! I said that there are plenty of big games on that I'm paying for and I didn't want to wait until Tuesday. He said that was the best he could do.

The only reason I have Comcast is for Extra Innings. FIOS and DISH do not have it. It is a disgrace that they can't send someone out the same or next day to fix a problem that they caused.

I can't watch my team via Extra Innings because the company that I am paying won't fix the problem that they caused.

Danielle said...

We have the Triple Play and a digital box (OnDemand) in the living room and basic in the two bedrooms. They claim that with the digital conversion next year we are covered, but really we aren't. Only the TV hooked up with the digital box is. We already are losing channels in the bedrooms even though we have a package where we are supposed to get channels 2-99 and we are missing 22-32. It's crap.

Acct.# 06105 107466-01-6

Anonymous said...

Comcast was charging me for the Sports Tier.

Who the HELL wants Fox Sports Yabbadabba?

They told me I will get credited on my next bill. We shall see.

If I don't I am going to sue.

Larry Rubin said...

Once again, Comcast displays total disdain for it's customers on the analog tier. One by one, popular channels are disappearing, the latest casualty - AMC, American Movie Classics. When contacted, the service rep started in on same lame excuse about "making room for newer and better channels". B.S. - total B.S. Comcast, I live in a high rise apartment building with several hundred apartment units, most of whom have Comcast. This building is about to be wired for Verizon FIOS. You are about to lose myself and hundreds of other customers in this building alone due to your decimation of the analog tier. NO, I AM NOT GOING DIGITAL WITH YOU! Bring back the analog channels you've killed, show some respect for people on the analog tier. If you don't, YOU'RE FIRED!!
I reached the last straw with you. It will be hello, FIOS, and GOODBYE AND GOOD RIDDANCE TO COMCAST! If you work for Comcast, you better get your resume in order because you'll all be looking for new jobs very soon if your abuse of customers doesn't come to an end.

Anonymous said...

Comcast television guide is allways WRONG i have told them and it just falls on deaf ears if you rent out DVR's like the one i have been renting for 4 years now the guide must be accurate and it is NOT they seem to think it is not their fault but i say it is their responsibility that if you rent DVR's then make sure the guide is CORRECT i have e mailed a mr Germano and he does not get back to anyone i am sure of that if you rent a DVR from comcast then you should be angry too!!!!!!!!!

Anonymous said...

I have spent 2 weeks, 27 phone calls and a canceled truck roll (with no notice) trying to get a cablecard working. Apparently FCC directives mean little.

I've been told that a reset will work. Truck rolls are NOT required. It's a system issue. It's a cablecard issue. I've tried multiple cards. A truck roll is required. This 'hit' will solve all my problems. A truck roll is REQUIRED for cablecard activation (webpage). Customer install is all that's needed for activation. Phone number for customer install is not a working number. Supervisor is not available. "Sir, we have no supervisors on duty on now! You can wait on hold for supervisor for hours, but I have other complaints to deal with!" Message on supervisor voice mail was not returned.

This time next week, I complain about directv.

Second truck roll is tomorrow. Hopefully someone actually shows up before I find out it's been "re-scheduled". Or, maybe a call if it HAS been.

Acct # 8777702030290758

Anonymous said...

My current account number is 8220 20 210 4559694.
I am writing to tell you the story of how it took over 3 months for my service to be installed. We had the Comcast Triple Play in our apartment and we moved to a house. On June 6th, a Comcast subcontractor came to install cable to my house that had never had cable before. Instead of installing cable, the serviceman told us that we needed to have a grounding rod before they could install cable. Not knowing better, we had a electrician install a grounding rod to our house for over $100. The other installers who have been here since look at us like we're crazy when we tell them that. We called Comcast back to schedule installation. The next available appointment was weeks off.
On July 17th, another installer came out to my apartment, where I hadn't lived for a month and didn't need service. When they figured that out and got to my house, he told me that there was no available tap at the street and that he couldn't install. The rest of that day I spent on the phone with Comcast getting the run around on when someone could install cable. Finally I was told that they would contact me after maintenance fixed the issue. After calling Comcast back several times (because no one reached out to me to update me on the status of this issue), I was finally told that the issue had been resolved and that in another couple of weeks the cable could be installed. Then someone cancelled my appointment. Not me. During one of my calls to Comcast I was told I would not have to pay any installation charges.
So another couple of weeks go by and the cable man arrives at my house.
Here's the amazing part - the cable man said that there was no available tap at the street - on September 13, two months after that problem had been identified and reported! This cable guy took it upon himself to do the job that no one else felt like doing and split a tap and installed my cable. On September 13 - over 3 months after my original appointment - the "problem" had never been taken care of. By anyone. The customer service people didn't follow up consistently and the "maintenance" people, who we aren't allowed to talk to, didn't do anything.
Then, surprise! The cable bill comes and all of the charges I wasn't supposed to pay were on the bill. I called Comcast to get the situation resolved and was told I would have to wait for someone to call me back.
In July, I cancelled my "Triple Play" package because I couldn't wait any longer for phone and internet. We tried to get a satellite tv provider, but we have too many trees in our backyard and in our neighbors. If I had another choice besides Comcast, I would take it.

Anonymous said...

I live in a duplex in Vermont. I asked Comcast to put in cable on one side and at the same time to put in one more outlet on the other (my) side...about 6 inches away. Since I already have cable on my side they would not have to drill any outside outlets. They said I would have to make TWO appointments for installations and wait during their 4 hour window for EACH appointment which would be a week apart. I asked the girl I was speaking with if she could hear how stupid this policy was? I spoke to several other people and the response was always "Its our policy". Guess what Comcast? As soon as I get the chance my policy will be to get rid of you.

Anonymous said...

Did they just change the 30 sec jump button to a 5 min jump button?

What sense does that make?

Anonymous said...

Sorry for the gramatical errors...I am too angry right now to go through this and correct the language. You will get the point:


I am documenting this call as it happens as...since I am calling Comcast I am in for a long night.

Problem: the button on the remote marked "page up" normally allows us to move recorded programming 30 seconds forward. It is not moving programming 5 mins forward. Several of our different Comcast accounts are doing the same thing. And several people in our office have called Comcast to complain about this. Each of them said that Comcast claimed to be unaware of the problem.

First call 6:00 PM (eight mins hold time): Reached a representative who I explained the issue to. I was put on hold for 20 mins after I was told that they need to research the problem. Realized that the representative was not coming back to the phone.

Second call 6:30 PM: (nine mins hold time): Reached a representative who says his name is Okechuku and his rep identification is Oau. I again explained the problem. He misunderstood the issue and had me unplug the machine so that it could reboot the guide. I had explained to him three times that this was a DVR issue and not a guide issue. He wasn't really listening until after I reset the guide. I then had to wait 20 mins for the guide to reset. He said that he would call me back in 30 mins. I asked that if he didn't call me back in 30 mins or less to instead have someone call me to cancel my service.

Third call: (call is incoming) Okechuku called back 53 mins later. 23 mins after he promised to call back. He was very unapologetic and insisted that he was giving "very attentive service." I asked if he had solved my problem. He said that he "needed my patience" and that he was "researching" the problem. I asked why I was not called by someone from the account cancellation department. He did not answer the question, but rather said that he was going to have his manager call me back. I asked when I could expect a call back. Okechuku said that he could not give me a time frame. I explained that this was not a suitable answer and asked to talk directly with his manager. I was then placed on hold for 34 mins during which I could hear him talking with a coworker in the background. Nice way for Okechuku to take a break.

Fourth call 7:30 (28 mins wait time): Yolanda who's identification is UYO took about 30 mins to try to understand what the problem was. She then said "oh...I am completely aware of the issue." But needed to find a manager for some unknown reason. I have now asked four different people to cancel my account.

I have now been transferred to Tom who says he is a supervisor and gave his extension as 72317. Turns out that Tom is completely unaware of the issue. I have had to explain the issue to him now three times. I have asked him to put me on hold and talk with Yolanda so she can explain the issue to him...since Yolanda was "very aware of the issue." Tom has put me on hold.

I spent seven mins on hold. Tatian (operator ID TNC) picked up. It seems Tom didn’t have the time to tell me that he was going to transfer me. Tatian doesn’t work in the same department. I asked what happened with Tom…she said she didn’t know. I gave her Tom’s extension. I am on hold again. I was on hold for five mins. Tatian came back on the line and asked me again for Tom’s extension. Apparently Tom has logged off of his phone and is no longer taking phone calls. Tatian is going to try and find me someone who “understands my issue.” Fifteen mins of hold time later Tatian came back and said that “sometimes the remotes freeze and that I will need to reboot my box.” This would be comical if I had not been working at getting an answer for 2 and a half hours. I explained that there is nothing wrong with the box, but that the programming for the jump forward application had been changed and explained it in detail again. Again, I am on hold. Hold time was only. Tatian explained that she talked with a tech and that she thinks that Comcast is working on this issue. I asked to get a call back from someone who actually understands the problem. Tatian promised a call back from Tom in ten mins. I asked Tatian to cancel my service as of November 2nd. She told me she can’t, and that she can only cancel the service within two weeks to the phone call. I guess I am going to be on another long phone call in a couple of weeks.

What a great use of two hours and thirty eight mins.

account number: 8798101350952110
312-307-3222

Anonymous said...

Help! I am completely at my wits end with Comcast. Set up an appointment in early September because our TV channels come and go. One day we have access to all the channels we pay for, the next day we do not.
Technician came; said he did not have the "equipment" to fix our problem. He suggested we schedule another appointment, which we did. The next technician said he could not fix the problem and that the cables needed to be replaced -- to do that we would need yet another appointment. Before he left, he added, that we should make sure we asked for the technician to come early in the day because they would need daylight and a long ladder to access the connections outside our house.
So, we set another appointment for this past Saturday, Sept 27. Waited all day. No one ever came. Called about noon and were told we were #7 on the list. Called back at 3 pm and were told technician would be there at any time. He never showed. Called the following Monday and were told that the record showed that the technician came to our house, but that we were not home!!!
The person in the call center said she would "expedite" our claim and that we would be called later that day to set up a new appointment. No one ever called.
Last night I called again and was told there was no such thing as expediting a claim and that all I could do was reschedule since I had not been at home when their technician came (not true). I agreed to this and explained that we needed a daylight appointment and why.
I was told no dice - if I wanted a Saturday appointment, I had to agree to stay home all day (again) and that if the technician got there too late, I'd just have to reschedule again.
Can you believe this?
S Shaw
Account #05613236706-01-4

Anonymous said...

Cust # 8498 31 025 0109878

Apologies for this being so long.

When the DVR software in WA state was changed last year from Microsoft to Comcast's own version TV service simply got awful. My DVR immediately became unusable for about a week following the changes & I had to swap my DVR box 3 times before it worked at all & even then it was a nightmare.

Since then the DVR box has been prone to freezing, not responding to the remote, plus picture & sound break up. Comcast say it is my cable connection, but this only began with the software changes & no one has been able to find a problem with the cabling.

There's other problems as well. There's irritating blue Nag Screens to say you've started a recording, or giving you useless & annoying options when you try to change channels while it is recording something. What is wrong with simply changing channel? Why do I have to hit “Change to other tuner” or “Stop recording” or “Go back” when it is recording something? Are Comcast so stupid that I they think I might want to actually stay watching the channel I am recording. Isn’t recording something to watch LATER the whole idea of recording something???? These annoyances were absent with the Microsoft version.

It is also hard to get it set up to even simply record something, several times I've missed programs because it defaulted to "Record new only". You'd think this meant it only saved shows it didn't have a copy of already (as in the old system) but no, if the show is marked as "repeat" it ignores it. How am I supposed to know in advance if a show I may have never seen before is a repeat or not?

Stored DVR recordings are a jumble instead of the neatly organised way the Microsoft version arranged them by program title. There’s also a problem with Fast Forward & Reverse, previously a built in 3 second window was built in to make up for reaction time. Say you spotted where you wanted to stop & play, the old system would stop Fast Forward, then go back 3 seconds putting you right where you want to be & making up for the time it takes for your finger to press the “Play” button. The new software not only doesn’t do that but can sometimes jump FORWARD up to 2 minutes.

This is totally amateurish.

Then there’s the problem of the DVR box going unresponsive when Fast Forwarding or Rewinding. You can press the remote to stop it all you like but it will keep speeding on way past where you want it to stop. Some times you can’t even drive the box from the buttons on the front panel, like even turning it off! How bad can it get?

Generally the system also seems dysfunctional. A lot of programs recorded on the DVR don’t finish on time properly, most often the problem I that it finishes early & you can miss as much as the last 3minutes. This is really annoying & also never used to happen before with the previous software.

I also notice that since the software changes I’m getting the wrong Program Information, so a show that is say “Cities of the Underworld” might be shown as “Ice Age Meltdown”. This should be something that is easily got right the first time but is another indication of the low standards prevalent at Comcast.

The On Demand content is also a problem. Although there are some picture 7 sound break ups this is thankfully rare. What is a problem is the price of the pay per View, $4.99 for a film is a rip off when I can get the same on a DVD for as little as 99cents. True I do have to run the car to the shops but most of the time I need to go anyway or I can combine it with another journey. A saving of $4 per such film means I have bought a PPV film maybe twice in 2 years.

I’ve also had threatening letters demanding payment for bills already paid. Nice one! Needless to say the only thing Comcast seem to be able to get right is collecting the money & increasing their prices for NO increase in service. What a rip off.

Speaking of the continual increase in prices what do I get for yet another price hike? I’m not getting anything extra yet I’m paying 33% more than when I first signed up. I’ve seen no improvement in the TV offerings & have actually noticed poorer pictures due to over compression of the digital channels. Sometimes the blocking & picture artifacts are eye watering, as is the loss of detail if ANYTHING moves on the screen at all.

Verizon FiOS came to our area recently & I have to say that, even if I get all the same problems, I will end up paying a LOT less for the same service. So far my neighbours have not reported any trouble with their DVR box freezing so it is likely I will be paying LESS (about $30 a month less!) for improved service.

Comcast seemed determined to drive us away & they have succeeded in this.Having simply worn my patience down & I will be dumping them with no regrets at all.

Anonymous said...

Hello

I am new to this site, and am venting outrage toward comcast for the first time, though ive been dealing with them for far to long.

I moved to Seattle six weeks ago. Before I even came here, I made the mistake of ordering comcast, subscribeing to them two weeks before I even got here anticipateing a long wait for delivery of Cable and Internet services.

To no suprise the first available hook up date was three weeks later, which in my experiance is an outrageously long period of time to wait. I have lived in several cities and dealt with multiple companies, waiting periods are normal, but ive never run into one longer than a week.

So I patiently wait for the contracters to arrive to hook up my cable, and the preagreed date comes and goes. I dont even recieve a call or a postponement messege. Already annoyed i call comcast and they told me the contracter never recieved the order and they are trying again, but the first available date, is one week later. So I vent at them alittle but nothing can be done. I wait, the day comes and the setup time passes with no sign of the contracter.

I work, I go to school, and I have additional responsibilities. I cannot sit around all day, So when my time to go to class arives, I leave. I get a call while im sitting in the classroom from the contracter who is standing outside my door 5 minutes before class starts. I yell at him, and tell him I cant be there and that he was expected 8 hours earlier. He puts me back on the line with comcast who tells me they are not responsible for their contracters, and that they are another company and have no responsibility with them.
They give me a new appointment, yet another week later. Guess what? Exact repeat of the previous weeks events. My schedual and my appointments are completly disregarded by comcast contracters who come and go as they please.

At this point I am fureous, and am almost constantly venting my anger out on comcast, spending 2-3 hours on the phone per day just trying to get my internet and TV.

In disgust I cancel the contract, and sign on with qwest. Within seven days I have my internet, and Direct TV people at my door. Problem, I live in an appartment which does not permit satilite dishes. So Im forced to cancel direct TV while thier contracters are in my appartment.

Guess what? The only cable provider in the area is Comcast.
The cycle begins anew.

F U comcast.

Anonymous said...

account#09527-309193-01-4 Comcast damaged my hardwood floor with their heavy equip.]they paid to repair it,but the damage is done] Next service call was for no sound on the tv.The tech fixes the sound and leaves us without a picture informing us we need a new tv.There was nothing wrong with the tv,because someone else was able to fix it.The tech probable needs fixing.Now the latest problem is comcast is overcharging us for the digital box.They have been charging for 2 boxes and we have always only had one.Their computer has the overcharge but they refuse to reimburse us for the full amount.I need to get our monthly charges reduced and they are being so difficult.Do you know anyone else who is told to buy a new tv because the techs are so unskilled.Comcast has all these incidents on their computers but are not interested in keeping a happy customer.

Anonymous said...

I bought a new Sony HDTV that picks up Clear QAM.

JOY! I can watch HD in the bedroom!

A few months later, ALL OF THE HD CHANNELS, INCLUDING THE SUB CHANNELS WENT AWAY!

I can no longer see the PBS sub channels, which are quite nice, and I really feel sad for the customers with kids.

I can no longer see anything in HD, except for the TV with a HD DVR box on it, and frankly, the HD on it really SUCKS when compared to the off air HD signals. Of course, the off air signals are a real PITA because it isn't like the old days with an A/B switch, but rather, the TV has to re-scan. Comcast is depending on this problem.

I mentioned this to a Comcast technician. He said, "Yea, they found a way to keep you from getting those."

In other words, Comcast wants us to rent an HD box for each and every TV.

I think it is more likely I go to satellite TV, as they give me the option of off the air pass through.

Why should it take me a half hour to switch between off air and cable when Dish Network and Direct TV can give it to me on the remote?

I am going to see if FIOS can give me either HD with no box, or a direct switch. If not, it is Dish Network for me!

Ward Fetrow
Account #: 01668 024168-01-1

Anonymous said...

I wanted to let Comcast know that channel 43, which is Bravo here in Loudoun County, Virginia, IS FROZEN!

I called in and the super helpful (yea right) CSR put me on hold for quite a while. When he came back he wanted me to power cycle the box. WHAT BOX? I told him it was stupid to ask me to power cycle the box, since I was watching a TV with no box. He said, "Goodbye" and hung up on me.

I brought up this web site to post, and at the same time called back. The second CSR put me on hold without even telling me he was going to do it!

Doesn't this company have ANY RESOURCES to go to in order to teach the people that work for them that they cannot treat people that way?

As I am writing this, the line has gone busy; in other words, I was hung up upon a SECOND TIME! Is that any way to treat the customer?

I CALLED A ***THIRD *** TIME! This time I insisted upon a name, Armel, and a location, Mexico. Hey, I am beginning to understand the problem.

I told Armel that if he hung up on me or put me on hold I was going to return the box tomorrow and cancel the service. To his credit, he did neither.

To his discredit, he once again told me to power cycle the box on a TV with no box. I explained there was no box and he told me there is nothing he could do for me as I have no box!

What the heck? A channel, Bravo, is out, and he can do nothing? I told him I was doing Comcast a favor since they don't know what is broken. HE THEN ASKED IF ANY OTHER CHANNELS ARE OUT!

I explained I had no idea since it was Bravo I want to watch and that it isn't my job to do quality assurance for Comcast. I told him SOMEONE SHOULD, but it wasn't my job. FINALLY, he took my report, and scheduled a technician for later today 12 PM to 3 PM. I told him that he must mean 12 AM to 3 PM and he agreed.

Then again, it might not be unusual for Comcast to give a 15 HOUR WINDOW!

I am such a slacker. FIOS is here, and we havn't switched. NOW they are giving FIOS TV, FIOS Internet and phone for $74.95 a month, with free HBO and Cinemax for six months.

I guess we need to do this. Yes, Verizon is slow to answer the phone, but they are not rude and stupid like Comcast.

While the blog may be "Comcast Must Die," it really should be "Comcast Is Committing CSR suicide. They are killing themselves by treating customers this way.

Heck, I am doing them a FAVOR by reporting a problem. Without customers calling, they would NEVER KNOW! They don't have any equipment testing anything at the far end. THEY DEPEND ON CUSTOMER REPORTS TO KNOW ABOUT PROBLEMS, THEN THEY TREAT THE CUSTOMERS LIKE CRAP WHEN THEY DO ***THEIR*** JOB!

So, tomorrow, Comcast will send out a field "technician" to check out my signal strength for a problem that has NOTHING to do with signal strength. He will likely cut three inches off the drop and maybe some inside cables AGAIN for absolutely no reason except that he was sent out and they want to be seen as doing SOMETHING.

Who knows? By then someone may even see that they moved the wrong jumper or that they need to reset some receiver or modulator to fix Bravo.

Maybe -- but it seems Comcast's trouble tracking software doesn't put two and two together.

CRAP! I forgot to post our information!
Account #: 01668 024168-01-1

AND I THOUGHT ADELPHIA WAS BAD!

Ward Fetrow

Tom said...

I WANT MORE HD CHANNELS AND I WANT THEM NOW. I HATE ON DEMAND AND I WANT COMCAST TO STOP PUSHING HOW GREAT IT IS(N'T) ON ME. I WANT AS MANY OR MORE HD CHANNELS THAN DIRECTV HAS. I LIVE IN MOUNT MORRIS, MICHIGAN BY THE WAY.

Anonymous said...

Acct no. 8777 70 134 0014809 10/22/2008

Comcast has reached a new low in incompetence. I am having trouble with both my internet and my cable. So they send a technician to repair my non existence phone service! Now they can not make it to repair the cable box until November 4th.

I have been complaining about my internet speed for about a month. I call and they have me reboot the system. I now have to reboot the system once or twice a week. Every time I call, they say they have no record of my previous call, and their computer system is down, so they can not make a service appointment. Later, they say that are having service issues in my neighborhood and it will be up and running again soon. On October 16th a service technician finally shows up and wants to repair the Comcast phone. We do not have Comcast phone! We ask the technician to look at the internet problem while he is here. He says the signal is fine and we have a virus on the computer. WRONG! I have the most up to date virus software and there is no virus.

On October 20th, the cable signal finally just quits working on the premium cable channels. I call to complain about this and they say we need a new cable box, but they can not make it for a service call for more that two weeks. That must be because the technicians are busy on calls on non existent service. Now I am paying for premium cable that does not work and they will not repair it until Nov. 4th.

Flygess said...

After reading about Comcast's horrible service, I just have to post what I went thru when moving from DC to VA in 2006. I still get nervous every time I see a Comcast truck outside my apartment building. Always check to see that everything works after the truck leaves! After I sent the letter below to the President of Comcast (!) I finally got the matter resolved. Got my own personal contact person and 6 months free cable. Here is the letter.


December 12, 2002


Mr Brian L Roberts
President
Comcast Corporation
1500 Market Street
Philadelphia, PA 19102


Dear Mr Roberts,

I am writing to you with a serious complaint about Comcast cable service. I have been trying to resolve this with your
local cable office in Alexandria, VA but to no avail.

I moved into my new apartment (no 202) and then got connected to Comcast cable service on April 8th 2002. In June a neighbour moved into the empty apartment (no 201) next door and they got connected to cable service on June 19th. The same day they got connected, my cable went out and I had no TV whatsoever. I called your local office for service and a technician came out on June 20th. He pulled out a loose piece of cable from the wall and he thought a squirrel might have chewed it off. He told me to have maintenance in my apartment complex cut holes in my wall in order for Comcast to come out and locate the rest of the cable and install a new one.

I had a new appointment with Comcast on Saturday June 22nd between 8am-5pm. I waited all day and despite repeated calls, nobody showed up!

I had to arrange for yet another appointment for Monday June 24th. This technician discovered that all the cables for the entire building run through my neighbour’s (201) closet. Thus it was not necessary to cut holes in the wall that the previous technician requested! That is also when we discovered that a Comcast technician had cut my cable and simply given it to my neighbour in 201 the day they got connected, June 19th!

The technician put in a workorder to drop a new line. I made another appointment for June 26th to have this done. That day a Comcast contractor came out to drop the new line. At least I assumed that is what he was doing. Everything seemed fine after that, I had working cable service for the most part.

However, on October 27th suddenly my cable went out again and some channels were only black and white. I placed a new service call for October 29th and the technician discovered that one of Comcast contractors had put an old type of ”trap” on my cable. The trap was replaced to a newer model that apparently Comcast contractors do not use.

On November 12th the cable went out again. Made an appointment for November 14th. Cable came back by itself November 14th so cancelled my appointment.

On November 25th the cable went out again. This was Thanksgiving weekend, so could not get an appointment until Friday November 29th. No TV for five days over the holidays. The technician came out and once again replaced the trap.

Another week went by and the cable went out again on December 7th. I repeatedly called Comcast that Saturday evening and was told they would send out a technician, nothing happened. Same thing Sunday.

I called Monday morning, December 9th, and had to wait until Tuesday evening December 10th to get someone to come out, so four days with no TV this time. On December 10th it was finally discovered that this lengthy mess had to do with the cut cable from back in June! The technician (no 296) who wrote on my ticket that he had ”repaired the bad Mod (Moc?)” on June 26th had in fact done no such thing. Instead of replacing it he had split the cable that my neighbour in 201 already had (my original old cable that was cut on June 19th) and put both apartments on the same cable. Thus making sure that my cable would go out again. I guess it is not such a brilliant idea to put two apartments on the same cable giving us a weak signal.

I am now waiting for somebody to get in touch with me to finally drop a new line, so apt 201 and 202 get their own separate cables. I shudder to think how long I will have to wait. If the contractor had dropped a new line on June 26th instead of splitting a cable, it would only have been a problem for a couple of weeks instead of many months of frustration.

As you can see this is a completely ludicrous situation and is certainly totally unacceptable cable service. This is my first experience with Comcast and I have to say I am extremely disappointed.

I have been very rudely treated by the local Alexandria office customer service and I’ve also been repeatedly ignored when I have asked to speak to a Supervisor about the situation. I asked almost three weeks ago for a Supervisor to call and nobody has bothered to get back to me. I asked again when I called on December 9th and four days later I am still waiting for a Supervisor to call me. As I am sure you can understand, my patience is long gone.

This has been a very stressful, upsetting and disappointing time for me. It is unbelievable what has happened. Even though I have been given credit for the numerous days I’ve had no TV whatsoever, I feel that is in no way enough. I have had to take time off work several times in order to be home for the service appointments plus waiting an entire Saturday when nobody showed up. I have had a lengthy email correspondence with Comcast and have also through these emails been promised that a Supervisor would call. As I said above, nobody has responded to these requests.

On a brighter note, I do want to let you know that there are two technicians, no 27 and 28, that have been very helpful, courteous and have tried to do their best do rectify my situation. This is the only bright spot in this whole mess.

If Comcast really care about their customers, I should be compensated for all my troubles that have been going on since June 19th (six months). I have not really been able to watch anything on TV in peace for fear of the cable going out in the middle of the program, which it frequently has. I have lost count how many times my cable has gone out during these six months.

I am sure that you agree this is abominably bad customer service. I am looking forward to hear from you and see Comcast take action in a timely manner regarding this situation.

Sincerely yours,

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. Not even close to a resolution. Why am I paying this company hundreds of dollars a month again?

Account Number: 8498340051200287

Anonymous said...

I have attempted to settle my final bill after terminating service with Comcast for over three months but have been unable to get resolution with well over a half dozen unhelpful customer service representatives. I am owed a partial refund of service for the MLB Extra Innings package, which I paid for completely in advance but did not receive the full year's service. At least two representatives agreed with me, and one told me I would be mailed a check for the net credit on my account, but I never received the check. Instead, I received a bill with no mention of the credit to which I am entitled.

I have wasted many hours over many phone calls speaking with reps and supervisors. Some say they will look into whether or not I am owed a refund and promised to call back when they completed their research. I have been promised three such calls back, but I have not received a single one. I asked for a direct number for one rep and left a message following up, but I never heard back from her. Two representatives have said I deserve a refund but apparently did nothing to ensure I get it. One or two said I should not get a refund (they did not specify a reason) but would have someone follow up, which of course never happened. I can only assume they figure I will eventually give up and pay their incorrect billing figure, when in fact Comcast owes me money.

The amount of money I am owed is not large, but I simply cannot stomach accepting this level or atrocious service and paying some incorrect bill. I hope someone at Comcast will read this note and respond to me. My account is 8798 30 001 0361973.

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

Todd M said...

Dear Comcast,

I have been a long time customer of Comcast and had several blocked channels on my super basic package. At one point, I had at least 5 channels blocked from filters put out at the telephone pole. Then came a dreaded channel change. I emailed customer service in the beginning back in 2005 and they did not understand what I was talking about. Then I called and the customer service reps still did not know what I was talking about. I stopped by the local Comcast office and they understood what I wanted and but still could not help me and having 3 different technicians come out, I had all of the blocks taken off (one of my choices to get a channel I wanted to have because of the channel changes). Now I am not able to get any blocks or filters put on my service because I was told they would not and did not give a reason. I called the Philadelphia customer service and again they had another technician call and got the same runaround. After 3 years of asking and asking, I was told they can not do this. Anybody else have this issue and if so what did you do about it. Some of the station I want to be able to block from my kids and they did it several times before but for some reason not now.

Signed,
Frustrated, unfiltered and unblocked
Todd McKee
trmckee1@yahoo.com
trmckee@gmail.com
09501 072936-04

Anonymous said...

I have spent the most frustrating 2 weeks of my life trying to get a TV issue resolved with Comcast. Despite the fact that 2 technicians identified the problem a s blown distribution amplifier in my neighborhood, I can't get anyone at Comacst to arrange to have it fixed. I call and "chat" online several times every day and they apologize and tell me it will be fixed the next day and someone will call me. Evry day the problem remains, no one calls and when I call back they act like it's the first time I've called. I have been repeatedly lied to, had supervisors tell me that I can contact them directly if my issue isn't resolved but the chat "analysts" refuse to connect me and their phone systems leaves me stuck in an endless loop. I have filed a complaint with the PRC of New Mexico and I will be filing further complaints with the FCC, the BBB and anyone else that will listen AND I will dump them for any alternative. This company is so disgusting they make Wal-Mart look like the poster child of corporate responsibility. As a matter of fact, I am going to start my own website to carry on the specific attack against Comcast that this fine site has begun.

If anyone from Comacst monitors this blog, you have 48 hours to fix my issues or suffer my wrath.

Thanks to the fine people who started this needed movement.

Larry Marron
Edgewood, New Mexico

Anonymous said...

Since my recent experience proves that Comcast is still unwilling to conduct business in a proper way, I would like to take over this site. Please contact me at lcmarron@earthlink.net to let me know if this domain and effort can be continued by me or if I need to develop a whole new site. Thanks.

Anonymous said...

I am experiencing problems, yet again, with my Comcast service in Richmond, VA. In the past I have had repeated problems with my cable tv, internet and problems with my phone that took over a year to resolve. I should point out that I did eventually receive a credit of over $800 from Comcast for my previous issues which goes to show how extensive my difficulties with Comcast have been.
Currently, over half of my channels, including premium channels, are going out several times a day for hours at a time. This is only happening on one tv with a Motorola DVR and not on any other tv sets. This problem started last Monday. I called Comcast on Wednesday, October 22nd and a technician came out on Friday the 24th to exchange the box. While he was there it worked fine, even on the old box, but later that night it went out again. As of today, the problem has gotten worse and far more channels are out. Some channels are pixilated, some say to wait one moment, HBO says that I do not have a subscription, which I do, and I also saw a white screen a few times that read “In order to start cable service for this device, please contact your cable provider” followed by a list of different numbers including the cable card ID and host ID.
I called 804-266-1900 today, October 27th, and spoke to Justin (7703) who spent about 10 min. sending a signal, complaining that their computers are running slow, which I seem to hear from every representative that I speak to. He finally told me that I would need a technician to come out and the soonest appointment was Wednesday. I told him that I needed someone tomorrow because I am not available on Wednesday and it really should have been fixed last Friday anyway. He mentioned that his supervisor told him that I have had numerous complaints and that they have given me earlier appointments several times. After being placed on hold 3 times over about 15 min. I was connected to his supervisor, Heather Edmonds who eventually gave me an appointment on Tuesday but not before pointing out that I was “lucky” to get it. She said that this will be the last time that they will give me an earlier appointment because of how many times they have done this in the past. I do not appreciate being threatened like this or being punished for the fact that I have had so many complaints. Comcast should be doing anything they can to fix these problems. The number of previous complaints I have made are evidence of the sub par service which I have been receiving.
I will update on weather or not my tv problems are fixed tomorrow. Additionally, I expect someone from Comcast to call me tomorrow regarding a credit for the time that my services are out. If you have to leave a message please leave me a direct number where I can actually reach you, not just the general line for problems with service that I have received in the past.
09592 78758201

Anonymous said...

For God's sake Bob, don't take it down! Comcast STILL sucks, and this morning is yet another example.

ALL THE CHANNELS, except for the local broadcast channels, ARE FROZEN. The basic channels, like Bravo, TNT, USA, Food, and so on, are just FROZEN. There are still images on the screen.

This is both on our TV with the HD DVR box, and the TVs with no boxes.

The premium channels have a blue box that reads, "ONE MOMENT PLEASE. This channel should be available shortly." Well, it should be available all the time because we are paying for it.

However, I get it, things break. I expect 100% availability for my Verizon phone line, but not for ANYTHING else. (OK, maybe not 100%, but 99.999% or better for my wireline phone, which is better than the 68% for Comcast!)

BUT HERE IS THE REAL ISSUE: COMCAST CUSTOMER SERVICE SUCKS! CALL 800-COMCAST AND GO THROUGH ALL OF THE SCREENING -- AND WHY THE HECK SHOULD I NEED TO DIAL ONE FOR ENGLISH EACH AND EVERY TIME I CALL IN. WHY CANNOT THE SYSTEM ***KNOW*** THAT CALLS FROM MY HOME NUMBER ARE SUPPOSED TO BE IN ENGLISH, OR SPANISH, OR FARSI FOR THAT MATTER?

But, I go through all the Touch Tone Bingo, and the system just HANGS UP ON ME! ALL I GET IS A FAST BUSY!

Now tell me, is that customer serevice?

Can you tell me that they are "fixed."

I don't know why you are abandoning the project, but I would be happy to take it over. The problems are NOT FIXED!

"COMCAST MUST DIE" MUST LIVE!

If they are threatening you, PLEASE let us contribute to a legal defense fund. I have $1000 ready to go! Please don't sell us out!

Ward W. Fetrow, III
Account #: 01668 024168-01-1

Anonymous said...

OK, so last night, everything but the local broadcast stations went out about 1 AM. This was both on the TV with the HD DVR box, but also on the set with no box.

I made about 60 calls, but each time I got to the last "Dial 1 for" I got disconnected.

At about 7:10 am I got through to someone in Mexico, who hung up on me, after a 40 minute hold. He told me the "phone system was down, but it is now OK."

He put me on hold, then I was ONCE AGAIN, DISCONNECTED.

I phoned in ONCE AGAIN.

I told this guy, Caesar, in Mexico, that if he hung up on me I would discontinue my service. He didn't, and he sent someone by to by here between Noon and 3 PM, even though there is NO WAY the problem could be here.

They missed the appointment. The Comcrap guy came by about 4:40 PM, according to my security and video systems. He did nothing.

Tonight, about 1 AM, my HD DVR box just took a dump as I was watching TV. NO, not the normal stupid key latency problem, but it just went black. The display on the Motorola box just read "d1." I couldn't get it to do anything. I power cycled it, BECAUSE I COULDN'T GET THROUGH TO COMCRAP.

IT DID THE SAME THING! DEAD BOX!

I got through to Mexico three times. I was put on hold twice. Each time, after being on hold I was disconnected. By the way, the first time I was in the queue, it was over 40 minutes!

The third time, I told the guy in Mexico that if I was put on hold or disconnected I would return the box and turn off the service.

HE TOLD ME THAT THE PROBLEM WAS AN UPDATE TO THE BOX!

He told me it was because of the switch to digital, trying to lead me to believe it is the FCC required switch for broadcasters, which is BULLSHIT!

IT ***MAY*** HAVE SOMETHING TO DO WITH COMCAST GETTING RID OF MANY ANALOG CHANNELS AND SWITCHING THEM TO DIGITAL, BUT IT HAS ABSOLUTELY NOTHING TO DO WITH THE BROADCAST TRANSITION!

Also, if Comcrap knows they are going to do something like this, and whatever they did last night, they could inform their CSRs, and they could put an announcement on the queue.

Imagine how many FEWER REPEAT CALLS they would get if they announced that the system is being updated and would be back to normal by 7 AM! Why the heck wouldn't they do this? Well, it is because they are MARKETING IDIOTS!

Ward Fetrow
Account #: 01668 024168-01-1

Anonymous said...

I'm "chatting" with Comcast now. Overnight the ability to use their program guide to set a program to record (so I could set my VCR) vanished. Yes, it's old-fashioned but why pay $$ for their DVR?

According to Eric, an "upgrade" was performed last night, removing this feature. Apparently, it was something that few people used. The best they can offer is 3 months free DVR, or to exchange my box for a new box that still has this feature (but no guarantees that the feature will remain on that box for any length of time). Oh, and the offer of the "3 months free DVR" still requires I exchange my box.

This from a company that made it difficult for me to get an account, didn't offer any enticements or promotions when I did sign on, and offers worse service than TimeWarner and Optimum.

I'm seriously considering canceling and going with Dish TV.

Laura
8773600050063234

desmax said...

San Francisco Comcast Service

Update

I called Jason over three weeks ago for an update regarding the repairs that were to have been completed. Summarizing from my previous posts, Comcast admitted that there are issues with the quality of the signal coming into my building. To resolve the problem, the construction team was supposed to replace lines and upgrade the tap box in our building. Nothing has happened.

Taking the issue up with our HOA, they've agreed to work with a satellite service contractor to install both a DirecTV and Dish Network shared satellite dish. This will all of us in the building to access a single satellite antenna - no need for each unit to have its own dish.

A number of us will be switching over to satellite as soon as the service is up and running. I continue to be amazed at the quality of Comcast's service and its seeming indifference.

Acct. No. 8770 34 009 3965979

Dustin said...

My name is Dustin and I live in Evanston, IL. It's a pretty nice town where I go to grad school, it's just unfortunate that Comcast holds a basic monopoly over internet and television here. Last year, when I used to live in Chicago city limits, I had RCN cable. The prices with them weren't the best, but their service was excellent and people were always helpful (on the rare occasion when there was a problem). Since moving to Evanston, I have had nothing but problems with Comcast (big surprise to readers, I know...). In the two months that I have had their service I have easily totalled about 8 hours on the phone with them. Who knows how much time spent going back and forth to their local office exchanging bad equipment, and too much time away from work to wait for their technicians. Its almost a weekly issue with them and its getting real old. I won't go into details because all of you are more than familiar with their horrible business practices so they don't need to be repeated. Any suggestions for someone stuck in a Comcast monopoly black hole??

-Angry Comcast Account# 8798 10 135 1061838

Mark said...

Dear Comcast,

Please remove your latest DirecTV-LIE commercial from the airwaves immediately. Do not go around telling people they cannot watch movies in HD. Do not lie that Comcast has more HD channels. Do not continue to try to pull the wool over the eyes of decent people trying to get them to pay more for an inferior product. If I continue to see these falsehood presented to the general public in the form of advertising, I will demand that the FCC investigate the claims made in your commercial for their validity. WHEN it is determined that Comcast is in fact falsely claiming products and services it doesn't provide, and when it is shown that they are misrepresenting the DirecTV product, it will be recommended that heavy fines and sanctions be levied against Comcast.

No love,

Me

Anonymous said...

Dear Mark,

Comcast does in fact have more HD programming (which is exactly what the commericals state)including the VOD content, it can be advertised that way because at any given point in time their are more HD choices available thru Comcast. Try paying attention and getting the facts!

Anonymous said...

Oh and seriously cable television is a luxury, not a necessity. And a company cant be a monopoly when there are at least 2-3 different service providers offering the same types of services. If you think its too expensive try not having every channel known to man. Read a book, go outside, stop complaining!!!

Anonymous said...

Once again I am in Comcast Hell. I finally get my internet SOMEWHAT stable when I decide to make the switch to HD. I'm told to pick up the cable decoder card and they will activate it after I install it in my Tivo. First a woman says that they will call me in an hour. No call. second person fumbles and says they can't get an activation signal to my area. I try the night shift. They tell me that it will be 1-3 business days. In the meantime just about the only channels that I record are missing and I can't take the card out until they send the activation.
ARGHHH!!!

comcast: 8777701340063665

Anonymous said...

Comcast catching flak in Central/Northern Illinois for moving channels from analog basic service to the "digital tier" , and the natives are restless!(in the newspaper forums!)

Springfield State Journal-Register 11/12/08 link

Bloomington Pantagraph 11/7/08 link

Peoria Journal-Star 11/11/08 link

Rockford Register Star 10/30/08 link

Champaign News-Gazette 11/3/08 link

Terry said...

How come the UFC fights are available by other providers in HD, but not Comcast. I have the HD service(which I pay extra), 2 HD boxes(which I pay extra)and I am willing to pay extra for HD UFC and I can't. I don't get it.

Lebowski said...

I truly hate Comcast. My "starter package" recently expired and I called Comcast to inquire if they could continue to give me some sort of discount. The first rep, as per her script, said there was nothing she could do. Once I got her supervisor on the phone, she told me that she could reduce the price of my bill. "How wonderful," I thought to myself. "They actually want to keep me as a customer!"

Fast forward a week when I tried to watch Noggin with my son only to find out that we no longer have access to this "premium" station.

The Live Chat rep I dealt with apologized for the "miscommunication." There was no miscommunication! Why would the supervisor agree to lower my bill without telling me that she was reducing my channels???

I'm done with Comcast. This is probably the 5th time I have had an incredibly frustrating interaction with Comcast, by far the worst customer service of any company I deal with. My husband points out that switching to AT&T will only shift which huge corporation we will have to deal with; he's probably right. Regardless, I can't wait to call Comcast to cancel my service.

Lebowski said...

Oh, the account number for the Lebowski comment is 8798 30 004 7270957

HTX said...

Since October 13th of this year I have been in a black hole with them over both service and billing issues. I've probably spent 10 hours on the phone with CS, I've had 4 techs out here and two "re wire" guys. Nothing has been fixed

My accounting tells me they owe me $185.00, they think differently. I finally talked to the Houston Department Utilities responsible for regulating them along with electric, gas and whatever and they tell me they have a secret number to the upper echelon and are forwarding my complaint. I'll hold my breath for a day or two...but if (when) that fails I am bound and determined move forward with legal action.

I'm not sure how they got to the $185.00 past due but the short version of it is that for the past 5 years or so I just send them an auto draft for the services I buy above the basic cable subscription that my HOA includes in our association fees. In June of this year Comcast dropped me from that role for no apparent reason. In October they cut service for non payment. I called tech support thinking it was a tech issue. Turned out it was not lol and yeah, I should have been checking the bill every month. Anyway, CS said only way they could turn service back on was for a payment in that amount, which I did. Service was turned back on in minutes but about a third of my station no longer worked, on both the basic list and premium level. The next day I confirmed that my HOA was current. I called CS back but by then they had already credited my account for the error. November rolls around and my auto debit sent another preset payment. I called again about the service problem and what they wanted to do about the $185.00 I paid. CS said they did not have a credit for 185.00, only for about $45.00. At that point I started asking for an accounting of how the funds had been applied. It's gone downhill since then.

As for the service issue I did find a new to me number (713 462 1900) that got me to a live secretary not CS, I described my service issues and she connected to a guy named Derrick in Philly. His words were "yeah you are between a rock and a hard place" meaning my property is beyond the scope of a residential rewire but below the level Comcast will send a commercial rewire crew out for. Said he would see what he could do and get back to me. I have not heard from him since.


On another Comcast note. Did you know that if you have a tech issue with a box or a remote and they suggest that you bring it in for an exchange and you do that Comcast will bill you 1.99? Did you know that if they tell you at CS a tech needs to come out it will result in a 24.95 charge if they think the problem is on "your side of the cable" unless you agree to an additional 1.99 per month on your bill?

Damn good thing I work from home

customer number 8777 70 122153

Anonymous said...

Obivously, COMCAST does not Like TiVo instalations.

What is one to do; canceled appointments for no reason ; Wrong S-Cards types upon arrival when they do show up 4 days later. (mutil- stream verses single steam)

Things still not working correctly; another call and 7 day wait for an appointment.

I had to providing a quick lesson on a Tivo installation.?

Can I get my own cards install myself???

Still watting for 2 single stream s-cards for my TiVo series 3 HD rebuilt box.

Anyone have an idea on how to get this done.

Signed,

A.McCollough
Aurora, Colorado
720-748-7085
303-250-9942 cell phone.

For the Blog Master ; I do not any victory HERE !

Anonymous said...

Comcast account # 8220188903641397
well a few months ago I posted that I was actually pleased with the response I got from Comcast after posting my dissatisfaction on here with them. I actually had someone I could call directly there who was familiar with our account and would work with us. She actually got everything going well. But this is Comcast. Our cable card is not working properly, and we are having to re-set it so we can watch the majority of our stations. I called Ms. Davies today to report the issue and she no longer is a Comcast employee. on her voicemail is a number to call. I call this 888 number and the person on the phone basically puts me back to square one telling me to call 888-comcast and the general operator can handle my situation. Well the general operator never seemed able to get anything correct and this is why I had Ms. Davies. Of course this being Comcast she didn't care. One more step to losing my account all together.

Joe Keller

HTX said...

acct. no.8777 70 122153

Well a couple of days have gone by and I still have not been able to resolve my issue with Comcast. I did manage to leave a voice mail with a supervisor. I bleive his name is Ron Baise or Blaise it was difficult to understand on his VM. I have given him 24 hours to return my call and so far no response.

I'm still planning on legal action but in the meantime I have taken the following action

I live in a multi unit condo and have approval to mount a dish from my HOA president. When I discussed with my situation he confirmed that I am not alone. He has already switched to U-Verse. Other owners have problems similar to mine.

I will have Dish TV out on Monday to switch my service over. He also agreed that looking at having DISH set us up as a commercial account and take over the entire complex should be explored. I submitted the quote from DISH to our management company and we will discuss at our next meeting.

Justin said...

I've had it with Comcast. I have a standard MythTV setup and use firewire to watch the high-def channels. Except, of course, when Comcast decides to set the copy-protect bit on rebroadcast OTA network content. I just tried to watch the Cowboys/49ers game, and my DVR just sits there and thrashes, unable to get a lock. So I pull up the front menu and check the settings for the current channel. Guess what? CCI is set to 0x02 (do not copy), on FOX.

This is a long-running battle I've had with Comcast. The highlight was last year when one of their techs threatened to call the police on me because I was asking if their digital cable channels were encrypted or not; i.e., could I watch them without a cable box just using my HDTV with a QAM tuner. The guy was completely clueless and thought I was trying to buy some illegal channel decrypter even though (a) I had already subscribed to said channels, (b) I told him this was a Samsung TV I was getting from Costco, not some shady hardware from the 'net, and (c) if I were going to do something illegal, why the !$#!@ would I check with Comcast's tech support first?

Anyway, between this and the awful pixelation on the other high-def channels (USA, Discovery, ESPN) as they try to cram in more HD content, I think it's about time to switch to one of the satellite providers.

mickfly said...

Whats up with on demand ?
Everytime I demand it, It says no way, You have error 4 Call Comcast.
I call comcast. They say Let me reset, Doesnt work. They send tech, They say ( tech)it might be system wide ( Its Free You Know ) Dont really expect it to work do you ?
This has gone on for 6 mo's.
Is this normal or what?????

HELP ME.................

Anonymous said...

OK Comcast you’re doing this stuff on purpose. There is no way a company can be this messed up by accident. The odds of screwing up customers have got to be 65% at the most. The odds that you will get it right have got to be at least 35%, even when you’re not trying.

But no, you screw up again. I get intermittent audio and video interruptions. So the call taker runs some test and she says I need a new box. I can pick one up myself or I can wait for a Tech.

The tech won’t make it, because Comcast has the wrong address for me and can’t change it. So I’ll pick it up myself. I arrive at the Comcast center and a sign on the door says “We have no HD Cable Boxes.” You did it again. I unhook my box and drive to the location to see a sign that pretty much says “Thank you for coming. We can’t help you”. 95% of the time I deal with Comcast it gets screwed up and the reason is always the same. No communication between departments!

Comcast they have this thing called computers and this other thing called a network. It enables different computers in different locations to communicate important information to each other.

Here is how it works. The payment location flags a note. So when a call taker pulls up that store the note says “No HD boxes until Thursday”. See how it works. I wait till Thursday and everyone’s happy. If you don’t have software to do it, guess what, with computers you can write software to do almost anything you want. Cool, isn’t it.

I’m sorry I have to do your job for you Mr. Germano and I am sorry to sound smart-alecky but dealing with Comcast is like working with Baby Huey. If you don’t know who he is, his a big, strong, dumb, baby

Woody said...

My ON Demand service has not worked in months. Customer service sends out a technician, They say problem is not in my house and turn it in for "lineman" then a few days it is listed as "resolved" by customer service, but still does not work. Then I have to start over and schedule appointment for someone to come into my house who says "the problem is not inside, I need to turn it in for Lineman to repair. And the wheel goes round and round.I have never seen anything like it.

Anonymous said...

Can someone answer this question for me? Why is it the price I see on tv is basic service for $29.99/month, but when I call to get the price I am told no? "Sorry sir you are not a new customer and if you cancel and call back your not eligible"

Why can you not offer me a discounted rate like the one I see on TV?

Anonymous said...

Comcast account # 8220188903641397

Lee Bryan & Joe Keller

I have been dealing with problems with comcast for over a year now. Here is my latest problem:

I no longer have audio on HD channels ABC and NBC. The cable card will not decode all the sound so I get background only. No voices. Also my mid level channels are gone. I called last week and asked to have my cable card exchanged because i feel that is the problem and to set up a tech to come out and exchange it because apparently they are they only ones who can do this oh so technical service. He came out, did not have the card because "they don't keep them in stock." this was an appointment made a week ago. He then told us it was the TIVO box and not comcast at all. I immediately got on the phone with TIVO to review the situation. They worked with me and advised if I was getting some dolby digital sound it is not the box, because if the audio were to fail it would fail 100% not just one channel of sound coming through a program.

So I go online after not being able to get someone on the phone with comcast for their "live chat." Of course they start out by "sending a signal to the card." Which does NOTHING. Then then tell me to take the card out and exchange it at my local office. I had to inform them as a comcast customer I am not allowed to do this and a tech has to come out, a tech who apparently doesn't have the cards either. They then agreed i couldn't do that. And wanted to set up an appointment AGAIN, but could never seem to be able to do that. I asked what help were they actually providing, and again they said they recommend we exchange the card AT THE LOCAL OFFICE. At this point I could not take it anymore. I assume I have some call center somewhere in the world and they are working on a script that is faulty. 45 minutes and I closed the browser (I was hoping to copy and paste the text to here, but they disable that feature).

Oh did I mention the exeuctive escalation refused to work with us??? They told us to call 888.comcast to fix our issues.

We have an appointment set up now, an appointment with Dish network to come out monday and install their service.

Anonymous said...

After several days with billing, they maged to erek wice I have ever seen!!! I will dump them at first opportunity and never look back.as able to fixt. Then on Friday my cable box died and I was told that they will have someone "in the area" on Wednesday. Comcast is the worst service I have ever seen. 8777701221948075

Anonymous said...

does anyone have a phone number for executive escalation or someone at comcast corporate? I cant seem to get through to anyone on the Atlanta level who is willing to help and I am desperate.

Major. said...

I'm still upset about paying $54.99 to watch Saturday's De La Hoya fight in HD only to be told by the customer service rep AFTER I PURCHASED IT that it's not available in HD.

"Well, then I'd rather not purchase the event."

"I'm sorry, it's already been purchased, sir. Please tune to channel 556."

"No, you don't understand, I do not want to pay $54.99 for a non-HD event."

"They are both the same price. Can I do anything else for you tonight?"

"Can you start offering things in HD like it says you do?"

"Yes, sir. I'm sorry. We'll try next time."

What the hell kind of answer is that? I didn't feel like arguing so I just hung up.

Oh well at least the fights were good [/sarcasm]

Anonymous said...

Should comcast care to read this:

Problem: I JUST BOUGHT AN ON DEMAND MOVIE--THE HULK--AND THE IMAGE WAS JUMPING AROUND AND THE SOUND SUCKED. TYPICAL COMCAST CRAP. CREDIT MY ACCOUNT.

user mike_ has entered room

Mike(Fri Dec 12 21:55:39 EST 2008)>I JUST BOUGHT AN ON DEMAND MOVIE--THE HULK--AND THE IMAGE WAS JUMPING AROUND AND THE SOUND SUCKED. TYPICAL COMCAST CRAP. CREDIT MY ACCOUNT.

analyst Maria.36770 has entered room

Maria.36770(Fri Dec 12 21:56:00 EST 2008)>Hello mike_, Thank you for contacting Comcast Live Chat Support. My name is Maria.36770. Please give me one moment to review your information.

Maria.36770(Fri Dec 12 21:56:04 EST 2008)>Hi! I am here to provide you with the best customer service today! To better assist you, can you please tell me more about your concern?

mike_(Fri Dec 12 21:56:21 EST 2008)>LIKE WHAT?

mike_(Fri Dec 12 21:56:33 EST 2008)>IT WAS UNWATCHABLE

Maria.36770(Fri Dec 12 21:56:57 EST 2008)>Alright. I will be happy to assist you.

Maria.36770(Fri Dec 12 21:57:01 EST 2008)>Can I please have your account number?

mike_(Fri Dec 12 21:57:17 EST 2008)>I DON'T HAVE IT HANDY

Maria.36770(Fri Dec 12 21:57:35 EST 2008)>Alright.

Maria.36770(Fri Dec 12 21:57:53 EST 2008)>Can you please give me a moment while I try to pull up your account?

mike_(Fri Dec 12 21:58:00 EST 2008)>I HAVE THE SO CALLED "TRIPLE PLAY"

mike_(Fri Dec 12 21:58:10 EST 2008)>SOMETIMES THE INTERNET STOPS WORKING

mike_(Fri Dec 12 21:58:18 EST 2008)>SOMETIMES THE CABLE JUST TURNS ITSELF OFF

mike_(Fri Dec 12 21:58:37 EST 2008)>WE'VE HAD PHONE FOR A FEW MONTHS AND STILL COMCAST CAN'T MAKE THE VOICE MAIL WORK

Maria.36770(Fri Dec 12 21:58:56 EST 2008)>Alright.

mike_(Fri Dec 12 21:59:06 EST 2008)>AND NOW I'M PAYING FOR A MOVIE THAT WOULDN'T PLAY

mike_(Fri Dec 12 21:59:23 EST 2008)>AS I HAVE IN THE PAST BUT DIDN'T GO THROUGH THE TROUBLE OF CONTACTING YOU PEOPLE

Maria.36770(Fri Dec 12 21:59:53 EST 2008)>I can understand why you are a bit upset about this. Please allow me to check how I can help you out on this.

mike_(Fri Dec 12 22:00:31 EST 2008)>WE GOT THE 'TRIPLE PLAY' AFTER BEING BILLED AN INSANE AMOUNT OF MONEY FOR OUR INTERNET AND CABLE

mike_(Fri Dec 12 22:00:58 EST 2008)>SUPPOSEDLY OUR INTRODUCTORY PERIOD RAN OUT, SO YOU JUST STARTED BILLING US OUTRAGEOUS AMOUNTS

mike_(Fri Dec 12 22:01:01 EST 2008)>THANKS COMCAST

Maria.36770(Fri Dec 12 22:02:22 EST 2008)>Mike, let me check and pull up your account.

mike_(Fri Dec 12 22:05:58 EST 2008)>GEEZ.. TAKE YOUR TIME

Maria.36770(Fri Dec 12 22:07:07 EST 2008)>How long have you been experiencing this issue?

mike_(Fri Dec 12 22:07:20 EST 2008)>WHICH ONE?

mike_(Fri Dec 12 22:07:33 EST 2008)>THE CABLE TURNING ITSELF OFF HAS BEEN GOING ON FOR ABOUT A YEAR

Maria.36770(Fri Dec 12 22:07:51 EST 2008)>The On Demand movie, Mike.

mike_(Fri Dec 12 22:08:11 EST 2008)>THE INTERNET NOT WORKING SOMETIMES HAPPENS SPORADICALLY EVER SINCE WE MOVED HERE AND WERE FORCED TO USE COMCAST

mike_(Fri Dec 12 22:08:20 EST 2008)>THE PHONE PROBLEM SINCE IT WAS INSTALLED

mike_(Fri Dec 12 22:08:28 EST 2008)>THE MOVIE PROBLEM IS JUST TONIGHT

Maria.36770(Fri Dec 12 22:08:54 EST 2008)>Mike, I do apologize, but you reached the billing and cable department.

Maria.36770(Fri Dec 12 22:09:18 EST 2008)>I would be glad to help you out on the cable issue you are having.

mike_(Fri Dec 12 22:10:03 EST 2008)>In 2004 and 2007, the American Customer Satisfaction Index survey found that Comcast had the worst customer satisfaction rating of any company or government agency in the country, including the Internal Revenue Service.[39] Comcast's Customer Service Rating by the ACSI surveys indicate that the company's customer service has not improved since the surveys began in 2001. Analysis of the surveys states that "Comcast is one of the lowest scoring companies in ACSI. As its customer satisfaction eroded by 7% over the past year, revenue increased by 12%." The ACSI analysis also addresses this contradiction, stating that "Such pricing power usually comes with some level of monopoly protection and most cable companies have little competition at the local level. This also means that a cable company can do well financially even though its customers are not particularly satisfied."

Maria.36770(Fri Dec 12 22:14:09 EST 2008)>I understand your frustration, we do apologize for the inconvenience. Let me help you on your video on demand issue.

Maria.36770(Fri Dec 12 22:16:19 EST 2008)>Mike, did you receive my last message?

mike_(Fri Dec 12 22:16:30 EST 2008)>YES

Maria.36770(Fri Dec 12 22:17:19 EST 2008)>Can you please tell me, if you see any error messages on the screen of your television?

mike_(Fri Dec 12 22:17:40 EST 2008)>NO, I'VE SINCE EXITED THE ON DEMAND MENU

mike_(Fri Dec 12 22:18:02 EST 2008)>THE VIDEO WAS ALL PIXELATED AND THE SOUND WENT ON AND OFF

mike_(Fri Dec 12 22:18:06 EST 2008)>IT JUST DIDN'T WORK

Maria.36770(Fri Dec 12 22:18:15 EST 2008)>Alright.

Maria.36770(Fri Dec 12 22:18:33 EST 2008)>Can you please provide the last four digits of the affected box serial number? The serial number should start with the letter M, G, P or S. You can locate it at the back or bottom of the box.I would like to make sure that the equipment listed on the account is correct.

mike_(Fri Dec 12 22:18:50 EST 2008)>ARE YOU KIDDING ME?

Maria.36770(Fri Dec 12 22:19:20 EST 2008)>I will be sending a signal to your box, Mike.

mike_(Fri Dec 12 22:19:59 EST 2008)>IT'S IN A STACK OF ELECTRONICS... IT'D BE A MAJOR PAIN TO MOVE IT AROUND TO GET SOME SERIAL NUMBER THAT YOU SHOULD HAVE ANYWAY

Maria.36770(Fri Dec 12 22:20:30 EST 2008)>Alright.

mike_(Fri Dec 12 22:20:57 EST 2008)>IF ONLY VERIZON WAS AVAILABLE HERE

Maria.36770(Fri Dec 12 22:22:50 EST 2008)>Mike, I understand how you feel.

mike_(Fri Dec 12 22:23:07 EST 2008)>MAYBE YOU DO, BUT COMCAST OBVIOUSLY DOESN'T

mike_(Fri Dec 12 22:23:22 EST 2008)>I WILL LEAVE COMCAST AT THE EARLIEST OPPORTUNITY

Maria.36770(Fri Dec 12 22:24:00 EST 2008)>Mike, let me give you options on how to fix this, you may contact your local office to swap your box or I can set a technician appointment, to check your box and your connections.

mike_(Fri Dec 12 22:24:29 EST 2008)>YOU WON'T JUST GIVE ME A CREDIT FOR THE MOVIE?

Maria.36770(Fri Dec 12 22:25:13 EST 2008)>I will request for credit on your account, for the total of days you have not used your VOD service.

mike_(Fri Dec 12 22:25:32 EST 2008)>???

Maria.36770(Fri Dec 12 22:25:56 EST 2008)>Mike, you may contact your local office for your request. I will document your request on your account.

mike_(Fri Dec 12 22:27:11 EST 2008)>WTF? I WATCHED A MOVIE EARLIER THIS EVENING, NO PROBLEM. I TRY WATCHING ANOTHER MOVIE AND IT DOESN'T WORK. ALL I WANT IS THE FREAKIN' CREDIT AND YOU TELL ME I HAVE TO WASTE YET MORE TIME CONTACTING ANOTHER PART OF THE SAME GODDAM COMPANY?

Maria.36770(Fri Dec 12 22:27:10 EST 2008)>Would you like me to give you the contact information of your local office?

mike_(Fri Dec 12 22:27:50 EST 2008)>I WANT YOU TO GIVE ME THE CREDIT

mike_(Fri Dec 12 22:28:05 EST 2008)>I WANT COMCAST TO TAKE SOME RESPONSIBILITY FOR THIS CRAP

Maria.36770(Fri Dec 12 22:28:04 EST 2008)>I understand you are frustrated; however I need to ask you to please refrain from using abusive language so that I may continue assisting you. Keeping our dialogue professional and courteous will allow me to better serve you. If you continue to use inappropriate language, I will be forced to end the chat session.

mike_(Fri Dec 12 22:28:10 EST 2008)>YOU FIX IT

Maria.36770(Fri Dec 12 22:28:25 EST 2008)>Once again I understand you are frustrated, however I need to ask you to please refrain from using abusive language so that I may continue assisting you. Keeping our dialogue professional and courteous will allow me to better serve you. If you continue to use inappropriate language, I will be forced to end the chat session.

mike_(Fri Dec 12 22:28:30 EST 2008)>ITS YOUR PRODUCT

Maria.36770(Fri Dec 12 22:30:27 EST 2008)>Thank you for the clarification, Mike.

Maria.36770(Fri Dec 12 22:30:43 EST 2008)>May I know when did you order the movie?

mike_(Fri Dec 12 22:31:05 EST 2008)>HOW LONG HAVE WE BEEN IN THIS CONVERSATION?

Maria.36770(Fri Dec 12 22:31:47 EST 2008)>22 minutes, Mike.

mike_(Fri Dec 12 22:31:59 EST 2008)>ABOUT 27 MINUTES AGO, THEN

Maria.36770(Fri Dec 12 22:33:58 EST 2008)>Let me perform the basic troubleshooting or you may go to your local office to swap your box.

mike_(Fri Dec 12 22:34:21 EST 2008)>SO NO CREDIT?

Maria.36770(Fri Dec 12 22:34:53 EST 2008)>I will request a credit on your account.

mike_(Fri Dec 12 22:35:35 EST 2008)>I WOULDN'T WANT TO DEPRIVE COMCAST OF $5

Maria.36770(Fri Dec 12 22:36:10 EST 2008)>Okay.

mike_(Fri Dec 12 22:36:18 EST 2008)>CAN I HAVE A CASE NUMBER OR SOMETHING?

Maria.36770(Fri Dec 12 22:36:33 EST 2008)>Alright.

mike_(Fri Dec 12 22:36:39 EST 2008)>IT'S FASCINATING THAT COMCAST DOESN'T EVEN KNOW WHAT EQUIPMENT I HAVE

Maria.36770(Fri Dec 12 22:37:12 EST 2008)>Mike, here is the confirmation number 5599d68a-5931-4e3a-b9d7-10563ba5a073.

mike_(Fri Dec 12 22:37:35 EST 2008)>ARE YOU JOKING WITH THAT NUMBER?

Maria.36770(Fri Dec 12 22:38:44 EST 2008)>No, Mike, that is the chat ID, that will serve as a reference to this chat session.

mike_(Fri Dec 12 22:39:03 EST 2008)>WOW

mike_(Fri Dec 12 22:39:29 EST 2008)>WELL, THANKS MARIA, THIS HAS BEEN A TREAT

mike_(Fri Dec 12 22:39:40 EST 2008)>I'LL HAVE TO DO THIS MORE OFTEN

Maria.36770(Fri Dec 12 22:39:45 EST 2008)>You are welcome.

mike_(Fri Dec 12 22:39:51 EST 2008)>LIKE EVERY TIME THAT I HAVE ANY ISSUE WITH COMCAST

mike_(Fri Dec 12 22:40:03 EST 2008)>WHICH WILL BE VIRTUALLY EVERY DAY

Maria.36770(Fri Dec 12 22:40:48 EST 2008)>I understand.

Maria.36770(Fri Dec 12 22:41:15 EST 2008)>Is there anything else?

mike_(Fri Dec 12 22:41:36 EST 2008)>NOPE

Maria.36770(Fri Dec 12 22:41:47 EST 2008)>We value your business with Comcast. By answering the online survey right after this chat session, we are able to gather your suggestions and recommendations on how to improve our service. We would appreciate your participation.

Maria.36770(Fri Dec 12 22:41:50 EST 2008)>Thank you for contacting Comcast. We appreciate your business.

Maria.36770(Fri Dec 12 22:41:52 EST 2008)>If you need any assistance in the future please do not hesitate to contact us through Live Chat or E-mail (available 24 hours a day, 7 days a week). Comcast also offers excellent FAQ and Help forums located at www.comcast.com to help you reach a resolution independently.

Maria.36770(Fri Dec 12 22:41:58 EST 2008)>Have a great day!

Maria.36770(Fri Dec 12 22:42:03 EST 2008)>Analyst has closed chat and left the room

Frustrated said...

Right now I am very frustrated with Comcast and on the verge of bailing on all of there services. I've been on the Comcast Triple play and at this point for me its almost three strikes and you're out!

My problem is getting my multistream cablecard paired and authorized to my Tivo. First tech they sent out knew absolutely nothing about cablecards. Five minutes of research at tivocommunity.com gave me more insight than this guy had when he came over. Bottom line 2 hours of wasted time and no picture no audio.

A few days later new tech slightly more of a clue but still same result. Time wasted no picture no audio. The cablecard is paired but still absolutely no picture no audio.

A few days after that the third tech is just like the first call in the host id and data number gets the card paired but not authorized. My observationhas been at comcast any time there is a problem their answer seems to be instead of trouble shooting the problem they just want to send hits to the card. Ughhh.

And then here comes live chat

Me > Do you have the ability to send hits to my cablecard online?
Rosalie.36943 > I understand how frustrating this can be. I am actually find
ing resources to find resolution with regards to your concern. But we really cannot make any changes online
Me > how about hits to the cablecard can this be done?
Rosalie.36943 > I do apologize but we don't send signal to a cablecard.
Me > So they lied to me last night?
Rosalie.36943 > May I ask why?
Me > i asked them to send an initialization hit to my cablecard and they said they did
Rosalie.36943 >,we only send signal to a cable box.
Me > not true i know signals are sent to cablecards
Me > a cablecard is what allows a tivo to act as a cable box

Anyway the backbreaker comes last night. I get a tech support to try the hit I wanted him to send and then I hung up. The hit went thru and unpaired the card and changed the data number. This was fine and actually encouraging. But now I needed to call in the new numbers to hopefully pair my cablecard to my Tivo and get it authorized. Unfortunately Comcasts tech support is worthless. Instead of pairing my card all they now how to do are send hits.

I need to talk to somebody at dispatch but unfortunately I'll probably stumble onto a cure for cancer before anyone at Comcast will allow me to talk to Dispatch myself so I can get my cablecard problem fixed.

I have an appointment for Tuesday and for me thats pretty much it. Either the tech figures out how to get the cablecard to work with my tivo or I'll get rid of my high speed internet digital voice and cable television and go elsewhere.

I refuse to reward Comcast and return my Tivo and use one of their DVR boxes. I would rather pack everything up and start over at DishNetwork or DirectTV if everything fails on Tuesday.

It sucks that I have to wait until then to fix a two week old problem. If anybody at comcast actually reads this and wants to save a customer my Acct # is 8772105040068914

Thanks

Jim said...

I'm sorry to say I have been a
Comcast customer for at least 10 years and have yet to have decent service. As I write this I am experiencing snowy conditions on all of my 4 flat screens. This morning I will call Comcast and complain but do not expect any satisfactory results as I have never had any from previous complaints. I heard about this site sometime ago but it took me a while to find it. I will be posting results of my call and subsequent follow up by Comcast. Please wish me luck!

Jim
Gig Harbor, WA

Anonymous said...

COMCAST SUCKS ASS. DID YOU HEAR THAT COMCAST?!?

Betsy said...

Letter to COMCAST: I am absolutely appalled by Comcast's behavior and interactions. I picked up a cable box earlier this year. I tried for days to set it up properly with numerous calls to the set-up line/technical support (which you should have a record of). They sent signals etc. The box would respond, however, the channels indicated that it would be available in one moment and would then never appear. Which has been confirm by each of the 3 technicians.

I have taken off 3 days of work to be home an available for technician to come by and diagnose the problem. Each time a technician would come they asked me what was the problem was and asked what the last technician had told me, because the prior technician had not made any notes. The second group of technicians sat on my bed and were talking about non-work related matters. The third technician showed up and did not have the proper equipment to diagnose the problem. I work over 75 hours a week as inside counsel large Fortune 500 Company, travel extensively/for long periods of time and do not have time to call repeatedly or every other week to take off a day of work to be present for someone else to come by not knowing why they are there.

I was told that a technician that could do some re-wiring would contact me to set up time to come by and try to see if that would remedy the situation. No one has contacted me about except someone from your claims department saying service was cut off due to non-payment. I informed the individual that I was never receiving service and therefore was not going to pay for services I was not receiving. He said that a technician could come by to re-wire but that he would not be able to tell if the problem was fixed because services was cut off from non-payment. He said the only way to fix it was to pay for services during the time as the services were not functioning. This is a circular argument and amounts to conversion and extortion of money for non-services rendered. I am sending this email to serve as some documentation since other calls and service calls have not been noted as promises.

I would think that positive customer service would greatly impact a company such as yourself since there are other providers available. Also with the mantra posted on your web page claiming the following:

"Customer Service Improvements
Here at Comcast, providing excellent customer service to you is our #1 priority."

I would think you would actually implement some sort plan of action and definitely not accuse your customers of lying about receiving services. I demand this bill be credited to a zero (0) balance effective immediately. I would expect Comcast would want to make this right especially with word of mouth being so influential.

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

kate0803 said...

My name is Kate and I live in Pennsylvania. In August the cable to my block was cut and a Comcast tech came out to fix the problem. He had trouble with ours so he did a "temporary" fix which consisted of running the orange cable wire up the trees in our front yard across our street and down our neighbors tree. We were told that someone would be back to fix it. Well when November came and still no one had returned to fix it I decided to give comcast a call to see what the holdup was. A tech was sent out to our house. He left a note on our door saying that they would bury it as soon as it is legally possible. Frustrated I waited a few more weeks and decided to call back when I noticed that the wire was hanging low over the street. The csr that I spoke with was not in the least bit sympathetic and didn't seem to understand why I was upset. She said they would send another tech out to look at it. I explained to her that I did not see the point in sending another tech out if he is going to say the same thing. I was also told that no one had even put a ticket in back in August for someone to come back out so had I not called to follow up who knows if comcast would have ever come back out. Due to wind and sleet the wire feel out of the trees over the night and is now lying in my street with people driving over it. I called again this morning to report this and the csr said "you already called about this". I explained that the wire is now lying in the street and that in my opinion that is a safety hazard. The woman told me that they already had a ticket in to have a tech come out. I again asked if that was really going to solve the problem. I have also explained to the 3 people I have talked to in the last couple days that the trees the were running the wire up are being cut down this coming Saturday. When I asked how long it takes to have something like this taken care of I was told that they have to make sure it is legal. So how long am I supposed to wait - 6 months? a year? I am supposed to just wait for them to come bury this orange wire at their leisure- that is not acceptable to me. I should not have to look at an orange wire hanging over my street. I have explained to the csr's I spoke with that the trees they ran the wire up are being cut down this coming weekend because they are dead. I am really hoping that they do not put the wire back up in my trees and tell me they will get to it as soon as legally possible. But that's what it sounds like is going to happen.

June said...

Irony of Ironies!!!!
We have tolerated Comcast for years. Waiting over an hour at times on the phone to schedule a service call a week to 10 days from the date of our call. Last week we pulled the plug. I took our equipment from two TV's and got it turned in after a 40 minute wait in line. I told them we wished to discontinue cable service but maintain internet service. HERE's the juicy part, the next morning at 8:15 they were at my door put in some piece of wire to ensure we couldn't get cable service, only internet service...like we cared, our satellite dish was in place. No problem getting a service tech out to disconnect...what a strange business model that puts ex-customers ahead of customers!!!!

paulandlinda said...

My husband and I are beyond fed up now. Ever since we started with Comcast in the summer, we have had NUMEROUS issues with service. It constantly went out in our whole area. We finally had enough and left Comcast before our service agreement was up-and they PROMISED us on MANY occassions that we would not be penalized the $150 charge because it was THERE poor service. We kept getting bills and each time they promised they would credit us. Well tonight we get ANOTHER bill. WE called Comcast again and some IDIOT manager (Elissa, ID #W88-D) refused to refund us the money because we didn't complain enough. There was a Comcast in our neighborhood all the time trying to fix the service, but because WE didn't call enough they are giving us a difficult time. EVEN though previously they promised it wasn't our fault. And now this unprofessional manager, Elissa, was completely rude and not helpful at all. We are plaining on taking as much action as it takes to win this.

paulandlinda said...

My husband and I have finally had enough of COMCAST. We moved to NJ and got Comcast this summer. It was CONSTANTLY going out in our area and there was always a comcast guy trying to fix the service in the area. By fall we had enough and said we wanted out of our agreement and THEY said we WOULDN't be charged the 150 fee because it was their poor service. We kept getting bills. Each time we called, they would assure us it would be credited. We got ANOTHER bill today and talked with a RUDE, unprofessional manager ELISSIA (ID#W88-D). She refused to help us in anyway. She said that we didn't complain enough. (Meaning we didn't make the actual phone call to Comcast because a someone else already got a guy out there to try and solve the problem for the 12th time). SO hopefully someone, anyone out there can help...if not, we will be very VOCAL about how disappointing their technology and customer service really is.

Thanks for whoever is listening.
Paul and Linda
20001 249533 03 0

LadyJMPH said...

My name is Janiece and I live in West Palm Beach Florida. I have the misfortune of only having Comcast as my cable provider since it is automatically added to my rent. Comcast keeps taking away channels (first Oxygen back in March, then Style and HBO2 in October) but they are still charging me the same price. I am sick and tired of them. I cannot wait to move so I can order DishTV for the exact same price I am paying for Comcast, but receive over 100 channels that will NOT be taken away from me.

Computerbreath said...

February 4, 2009

To Whom it May Concern:

Once again, I find myself writing a letter to Comcast … This has become a monthly occurrence it seems. I’m getting really annoyed now because I have wasted hours of my time writing letters and on the phone with Comcast.

On Jan. 2, I wrote a letter to Comcast which I have included with this letter regarding our experience with Comcast over the course of 2008 including the outages on Jan. 1, 2009. I received a call from a customer service representative saying he was from Rick Germano’s office in response to my letter. I was told I would receive a FREE month off of my cable services for the problems we had encountered and that he was crediting that to my account immediately. I was happy with the service and was thankful to be receiving that credit which I do truly feel is owed to me for the troubles we have endured.

Today, I received my bill and much to my disappointment we didn’t receive any such credit. In fact, we did not receive any credit at all for the service we were without for two days on the New Year’s holiday. Is this the kind of service we are to expect from Comcast? To be lied to and then still have to pay for a service that was not rendered? This is seriously unbelievable and unfathomable!!! I am so absolutely disgusted with Comcast. I am to the point where I really just want to go without television service all together because I am sick of paying for an unreliable and now untrustworthy company.

I do plan on hearing from you company and I do plan on these issues being resolved immediately.

Sincerely,

Brian Decker


Letter Sent 1-1-09
To Whom It May Concern:
I definitely understand why Comcast has a lower customer service rating than the IRS after my dealings with them over the course of the year. Let me recap my experiences with Comcast during 2008.
In February, after moving to the Flint, MI area, the first technician who came out to our home was unable to completely install our cable service because he did not realize we had a filter on the line. He spent at least four hours on the phone while he was at our home and no one was able to help this technician out. He finally left and sent someone else the next day. We wasted several hours during this process and we were left without complete service for 48 hours. I’m sure, however, we were still charged for the time we were without service.
Also, during the same visit, the technician told us he could not return our original cable box because it was provided in Bad Axe, MI. I was told by that office the technician could have returned it for us. However, we were forced to drive nearly 2 hours to return the box because of the technician’s lazy attitude.
In April, the cable service to our second television was disconnected because a technician mistakenly unhooked our cable rather than another apartment resident because the wires were not properly labeled. The technician who came to repair the problem insisted he labeled the wires and the problem would not occur again. We were without complete service for nearly one week.
In September, I canceled HBO premium services and was charged a $1.99 maintenance fee. Who charges customers to cancel a service? This is the most absurd thing I have ever heard.
In October, we were without cable entirely for four days because for the second time a technician unhooked our cable instead of another apartment’s. We were told we could be charged a $35 service fee if the problem were in the house. I assured the customer service representative it was not our problem and told them I refused to pay the fee. The technician arrived and confirmed that our service had been disconnected by mistake. He told us we would not be charged for the service visit. On our next bill, we were in fact charged the $35 fee. I immediately called Comcast and I was told the fee would be reversed so I did not include the fee on my payment. On my next bill, the fee had not been reversed and I was charged a late fee for that portion of the payment. I called Comcast again and was assured the fee was reversed again. The following day we received a harassing phone call from Comcast saying our service would be disconnected if we didn’t make a payment. Again, I called Comcast and was told my account was paid to date. So, let me recap … because a Comcast technician was stupid enough to unhook the wrong line we were without cable television for 4 days and I had to waste at least 2 hours of my time calling Comcast on four different occasions. That is just ridiculous.
In December, the television stations were testing the switch from analog to digital service and since that time my On Demand channel one service had not worked. Why am I paying for a service that Comcast evidently is unable to provide to its customers?
And finally today, Jan. 1, 2009 … we awoke to guess what, no cable, way to go Comcast. Happy New Year, I guess they wanted to ring in the New Year right! We called Comcast and were told service was out in the entire area and technicians were working to correct the problem. I was given a service date of Jan. 4 though if the problem was not corrected. So, I guess I must wait four days now for cable. And not once was I offered a change of my bill. Instead on two separate occasions I was offered Comcast phone and Internet service for a low monthly rate of $33. Why, may I ask, would I want to purchase a service from a company who cannot even provide me with the service I already subscribe to. If I had all of these services I would now be without my television, phone and Internet for four days on end. The people who call themselves customer service representatives are really just glorified salespeople. Finally by 5 p.m. Jan. 1 we call for the fourth time and our call is sent to a call center in Louisiana. Mind you, we called a local number. The lady at the service center knows nothing about our service problem, nor can she connect us to anyone in the local area who knows about the outage. Give me a break! So, here we are on Jan. 1 without television. We happen to like football … Guess we will have to wait until 2010 to watch the tournament of Roses.
Comcast better be prepared to offer us a very generous discount on several months of service if they would like to keep us as customers. We will be sharing our thoughts with several friends, relatives and the Internet world as well! Happy New Year Comcast!!!

Sincerely,
Brian Decker

Anonymous said...

Crumcast,
I am cancelling my service today
because of your odd "accidents" of
broadcasting pornography. Most recently during the Superbowl(Arizona) and in Pennsylvania (Cartoon Network) a year ago.
It is hard enough to find decent
programming amidst all of the smut
you peddle as entertainment.
I'd rather my children read.
Acct #09565-253567-01 8

Anonymous said...

Sneakey Comcast:
With all I pay to them each month I consider the fact that they have removed to TV listings to a number I can only view on the TV with the cable box. Just a ploy to get all the new people joining to have to get a cable box. It is extremly irritating as they have plenty of open numbers lower in the line-up that they could have used. They even removed the RCA channel guide my friend had on her RCA tv.
Tacky...Tacky...Tacky

Anonymous said...

Comcast is removing some of their lower channels so they can put them in the digital lineup, overall it should be better for the consumer. It will free up bandwith for faster internet speeds, more HD, and VOD. They are offering three DTA's i believe they are called at no additional cost in my area, so I dont think it's a ploy to "scam" more money out of you. Overall I am very happy with my service.

Brad said...

Oh Comcast, back to it again, eh?

Timeline: A year ago, I was 'promised' that I would not experience any rate increases, that my special pricing would be locked in for the next 18 months (i still have the voicemail)...

6 months later, the pricing disappears. I call...but of course my customer service agent is no longer employed by Comcast. I somehow negotiate a deal that is only an increase of $5/month, so I take it...

Apparently that was also only a 6 month deal and now I am most likely gonna have to drop the internet or something, as we cannot afford to pay 'full' retail price.

I cannot wait until this lease is up and I can pursue a dish!

So, comcast, I would a) love it if you would have actually honored the 'promise' by your agent last March, but I would really appreciate to keep my pricing or I will just drop the internet service.

thanks!

acct #: 8798510020464662

Anonymous said...

Dear Comcast,

One would think that one of the biggest companies in the United States would be able to do something as easy as cashing a check. I just received my cable bill which is normally around $120 a month, and this month it was $325! This would suggest that I haven't paid my bill for 3 months roughly. I sent a check (that was cashed) for 191.50 for last months bill. Your customer service says they dont have a record of it. My bank shows me that you cashed it. WHERE DID IT GO!?

Billing has been an ongoing problem for me with Comcast. I receive two bills every month(1 for internet, one for cable) I would like only one bill. I send in checks EVERY month and for some reason Comcast can't figure out how to process these. They will mix them up and apply the checks for internet to the cable, thus causing an overpayment of one and no payment of the other. This in turn causes a different bill to come out with the credited money. Once I rectify the original problem I recive a new bill so i'm getting 3 to 4 different bills some months.

Also, on this months outrageous $325 bill i received a one time $78 fee! For What?! For customer service? For quality service? We know thats not where its going.

After a long babbling angry message, here is my point; ALL I WANT IS ONE BILL AT A FAIR PRICE, AND WHEN I SEND A CHECK THAT YOU CASH IT GOES TOWARDS THE ACCOUNT NUMBER I PLACE ON TE CHECK! I dont think that is too much to ask.

Get your act together, I'm already pricing out Verizon. I hear its better service, quality, and its cheaper.

Sincerely,

Acct # 01691 143513-02-3

Anonymous said...

Dear Comcast,

One would think that one of the biggest companies in the United States would be able to do something as easy as cashing a check. I just received my cable bill which is normally around $120 a month, and this month it was $325! This would suggest that I haven't paid my bill for 3 months roughly. I sent a check (that was cashed) for 191.50 for last months bill. Your customer service says they dont have a record of it. My bank shows me that you cashed it. WHERE DID IT GO!?

Billing has been an ongoing problem for me with Comcast. I receive two bills every month(1 for internet, one for cable) I would like only one bill. I send in checks EVERY month and for some reason Comcast can't figure out how to process these. They will mix them up and apply the checks for internet to the cable, thus causing an overpayment of one and no payment of the other. This in turn causes a different bill to come out with the credited money. Once I rectify the original problem I recive a new bill so i'm getting 3 to 4 different bills some months.

Also, on this months outrageous $325 bill i received a one time $78 fee! For What?! For customer service? For quality service? We know thats not where its going.

After a long babbling angry message, here is my point; ALL I WANT IS ONE BILL AT A FAIR PRICE, AND WHEN I SEND A CHECK THAT YOU CASH IT GOES TOWARDS THE ACCOUNT NUMBER I PLACE ON TE CHECK! I dont think that is too much to ask.

Get your act together, I'm already pricing out Verizon. I hear its better service, quality, and its cheaper.

Sincerely,

Acct # 01691 143513-02-3

Anonymous said...

Hi,

Just wanted to say that recently I had Comcast installed. About 2 weeks after I suddenly lost both Cable and Internet, I was really ticked off so I called customer service, in a day I had a tech out at my house, who after a few hours discovered that the wire from my pole to the side of my house had been screwed up. How was this possible? He asked me if I had any other technicians out to work on anything else, I told him I had verizon out to install my phone...
He didnt really bad mouth verizon but he said that whatever they had done, had effectivly screwed up my comcast service... since then and its been about 4 months now.. my service has been fine, and honestly Im thinking of going to them for phone now as well..

Mallory said...

After becoming insanely frusrtated by Comcast, I sent the following letter to the "Head of Customer Operations" tonight.

Dear Mr. Germano,

We signed up for Comcast Digital Cable (1 basic cable box and 1 high-definition box) and High-Speed Internet in February for the first time after moving to a new apartment and I would like to let you know that these past few weeks have been filled with the most frustrating and ridiculous encounters that I have ever had with any company.

It all began when the installer came on Feb. 22 and hooked up a high-def box with HDMI output. The box worked fine for a few minutes, but while the installer was still here, the box got fuzzy and then stopped working. Our installer said the box was probably bad, so he put in a high-def box with only Component output. This box worked fine, but due to the fact that we have several devices that use component connections, we have to physically switch the cables when we use different devices. Our technician told us we could take the box he installed to our local Comcast warehouse and exchange it for one with an HDMI output. On Feb. 24 we drove to the warehouse with our box and asked for a box with HDMI output. They informed us that they did not have any and we would have to come back another day. On Feb. 26 we drove back to the warehouse with our box and they again told us they did not have any, but they would take our name and number to call when they got some in stock.

We waited for six days and then on Mar. 4 we finally received a call saying a box was at the warehouse. We made what we hoped was our last trip to the warehouse and picked up the HDMI box. As soon as we got home, we hooked up the box and, of all things, it read “Err 01”. At this point, we called Comcast and explained what the box was doing. The representative on the phone said he would send a signal to our box and that it may take up to an hour to start working. After waiting for one hour and still no signal, we called again. This time the representative said that she would send another signal and if it didn’t work we would need a new box. I think you can see where this is heading. Obviously, the box still didn’t work – which meant this time that we were without cable.

Considering we had already made three unsuccessful trips to the warehouse, we decided to schedule an appointment to have a technician bring us an HDMI box. We scheduled an appointment for Mar. 8 from 11-2pm and waited for television to come back into our home. March 8th finally came and we sat and waited for the call from the cable technician to say he was here. After this long ordeal with your company, we made sure to keep our cell phone with us at all times – even putting it on our bathroom counter during a shower. At 2pm, though, we still hadn’t received a call so we called Comcast. The representative we spoke with said that when she pulled up our record, it said the job was completed, so she didn’t know what was going on but she would call dispatch to see when our technician would be arriving. She said she would call us back and let us know when she found out. At 3pm we hadn’t heard anything, so we called back to Comcast. We spoke with another representative who told us, once again, that our record on the system showed our job was completed. Again the representative said they would call dispatch and then call us to tell us when we should expect them. At 4pm, we still had not received any call so we called Comcast back AGAIN. I explained our entire situation to the representative, Dominic, and I asked what in the world was going on that we still had not heard from Comcast or our technician. Dominic said that our record now showed that a technician “called us and we hadn’t picked up the phone” so he went home. If you missed the part where I wrote that we kept the cell phone on us all day, even in the shower, now would be a great time to reread those sentences above. Obviously, this was extremely frustrating, particularly since Dominic then accused us of missing the call and being the reason why this process was still going on. I then asked for the technician to come back out (since he never showed the first time) and Dominic said that it wasn’t possible. He said he could schedule something for Monday (Mar. 9) and I said that was fine. Then he continues to say that he’s sorry, but all of the appointments on Monday were just booked. At this point, I asked to speak with his manager. He put me on the line with Penny (in the billing department) and I again explained the situation to her so she could understand my frustration. She first asked if I had tried plugging the box in, which was just incredibly insulting, and then she finally scheduled an appointment for a technician to come out on Tuesday (Mar. 10 from 5-8pm) with an HDMI high-def cable box. That call lasted for 45 minutes. I imagine that if we hadn’t called back at 4pm to check we never would have even heard back from Comcast.

On Mar. 9, I received a call at work to confirm the scheduled appointment for Mar. 10. After confirming my contact information, I proceeded to explain to the representative what my current situation was. Clearly the representative wasn’t listening to my actual concerns because all of her answers sounded like she was reading a manual and just accusing us of being incompetent. I understand that this is the procedure, but if she was listening, she would have known that we had gone through these steps many, many times before. It seems like the only thing your company knows how to do is accuse other people of being at fault. After this frustrating experience, I specifically said for the technician to bring an HDMI box for the appointment.

After another 2 days without cable, I took off early from work to arrive home by 5pm for the scheduled appointment. At 5:30pm a technician came – and guess what he showed up not having? If you guessed an HDMI high-def cable box you win! He only had a box with Component output. He said that there was nothing on our record to indicate that we wanted an HDMI box. Are you freaking kidding me? I took off of work early for a technician to come and NOT bring me an HDMI box? Four consecutive calls, one of which being 45 minutes long with a manager at Comcast didn’t result in one note indicating we wanted an HDMI box to be brought? That was the entire point of his visit!
Once again, we called Comcast and this time said that we just wanted the phone number to the distribution center and we would call to see if they had an HDMI box that we could pick up ourselves because clearly your incompetent employees could not handle our request and we didn’t want to waste anymore of our time. The representative proceeded to tell us that they did not have a phone number to the distribution center. Are you kidding? You don’t have the phone number to one of your own offices? After hanging up and looking through our caller ID, we found the phone number of the person who called us on Mar. 4 to say we could pick up our HDMI box so we called that number back. The woman on the phone said that they did indeed have an HDMI box we could come pick up. That night we went to pick it up (making sure they tested it at the center before we left) and we now FINALLY have a stupid HDMI box.

It only took 17 days, 2 broken boxes, 3 scheduled appointments, 2 actual appointments, 4 trips to a distribution center, and 6 phone calls for one HDMI box. Your customer service department is not only rude, but unbelievably inept. It’s a wonder that you still have any customers at all, because if any of them go through even half of what we have been put through, I would think you would be bankrupt like the rest of the country.

I do apologize for the length of this letter, however I only wish to convey to you the frustration that we’ve dealt with in the 17 shorts days that I have been a customer. I look forward to your response.

Sincerely,
Mallory

Cosmo's human said...

I have TWC in Ohio. Their CS hold times, basically they don't answer the phone! I need help. Is there a TWC must die out there? HELP!!!

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

Charles said...

ACC Tournament - Big stuff around my house. Lots of attention to it, schedules set around it. Nothing appears on ESPN2 on my TV, just a note saying One Moment Please - This Channel Should Be Avail. Shortly. Been showing that for nearly twelve hours now.

So I use Comcast Chat service. They want everything, including my wife's last 4 of her SS, to tell me I need to contact my local office. No way. They've left us on hold for an eternity in the past. Awful service. Just awful. Infuriating in my home now. Just horrible. Customer service hell, enough stories of mistreatment to last a lifetime.

Moving in four weeks. Let's see what happens. Lets see if Comcast moves with us or not.

Acct: 09544 159250-07-6

Anonymous said...

Anonymous Anonymous said...

Acct# 0957516456710 I wanted to subscribe to HD service and was told to swap cable boxes at a nearby location. I was given this location by a Comcast representative. When I arrived, the woman said I had to go to another location nearly an hour drive away from that location because they service my area. I said I'm not driving to that location when she had 40-50 boxes stacked behind her. I was told there would be a charge to have a tech come out to swap boxes.
I rent the box and pay for a maintenance agreement, it is their property and they wanted to send me for a 1 hour drive to UPGRADE my service!!!!! I find this disgusting. What a load of ****. I canceled my HD service, kept the box I had, and am looking to Verizon for service.

March 20, 2009 1:32 PM

Anonymous said...

Account 8993210920003446

Comcast DVR service has been rendered inoperable since Fall 2008. The problem stems from the information programmed into the onscreen guide. No longer are programs properly coded with year, detailed description of the episode, and so on.

Now,instead of "Cold Case, 2009, A 1976 Murder is reopened after a new photograph emerged"

You get:

"Cold Case. This nail-biter from Jerry Bruckheimer follows Detective Lily Rush."

This applies to NUMEROUS program. Trying to use the DVR to record anything is rendered useless.

Want to record Hannah Montana for your daughter? Set it for "new episodes only" and thrill to a DVR full to the brim with generically coded repeats.

I have repeatedly been assured they are working on the issue - to no avail.

There are numerous posts on Comcasts forum detailing this problem - and the myriad ways Comcast lies to customers about their intent to repair it. Suggestions to request - and receive - credit for the DVR charges is a way to immediately cause the forum admins to delete your post and lock the thread.


Comcast offers - and charges - for a service that is no longer useful. If I wanted to have to scroll through the guide and set each recording manually - I'd dig out my VCR.

Oh, and they did offer to replace my box more than once - despite the fact that THE BOX IS NOT THE ISSUE - It's the Programming Guide that is broken!

Anonymous said...

I have been using (and for many years) Vista Ultimate (Formerly known as Windows Media Center).

ComCast has forced their customers to use their setup box (PACE DC50X) in order to get any channels above 30 (or 31).

The DC50X use a new system for their remote control (XMP Protocol), meaning all the customer who prefer to use their own equipment instead of having the COMCAST PVR - and pay them on a regular basis - now have an obsolete system.

Because other system like Vista Media Center, MythTV etc... use a typical IR remote, they cannot change the channels of the Comcastik PACE DC50X.

I could not get any information from Comcast of any other Setup Box other than the PACE DC50X.

Comcast is slowly making sure their customers are tied up. You have to use their equipment, you have to pay a rent on them and they are making sure that the other system are not compatible.

After looking at the XMP Protocol, their decision is not based on the fact that the XMP is a better option... To be kind: sure it's a different option (but not a better one).

Comcast People, it's time to split you up like AT&T a while ago. You have a monopole.

He is my Comcast Account Number: 8778 10 101 1879052 give me call and we can have a nice conversation about the beauty of the PACE DC50X?

Further more, I pay on a monthly basis $70 for the TV, $45 for a 8meg Download/2Meg Upload Internet connection, and you would like me to pay $40 more for your incredible VOIP system?

Total of $150 a month (If I went the Comcast route).

In Europe (the little country on the other side of the big lake?)
You get: Internet (50 Meg Download, 10 Meg Upload soon to be 100Meg), TV all Digital and HD included, VOIP for ??? $50 a month (Check out the company Free.fr)

I'm already paying just for my internet connection what they pay for your triple package. There is no reason why your VOIP is so limited around other country and a such a high price. Maybe we should open the foreign company invade the market?

They are making you pay $40 a month to use "your own Internet Connection" (which you are already paying dearly) for their VOIP. MagicJack can charge $40 a year? Don't you think somebody is getting fat?

Time to kill Comcast, stop their crazy behavior, stop their attitude, stop the monopole!!!

Anonymous said...

Come home last night (Tuesday, 31 March) and turn on my TV. Flip through the channels looking for something, any thing to watch, and discover one of my favorites is missing, Channel 63, which in our Preferred Basic Cable package is supposed to be Cartoon Network.

OK, maybe there was a channel shuffle and it's some place else. So I activate the channel set up for cable. Roughly two minutes later it's done, and nothing has changed. All the channels are where they were, except Channel 63. Still off the air. No blue screen, just white noise and snow.

Called other members of the association, to include president of our master association. Same thing, no channel 63, and no explanation.

Attempted to call Comcast, with no success. So tried the on line chat:

user Warren_ has entered room

warren(Tue Mar 31 2009 18:37:01 GMT-0400 (Eastern Daylight Time))>
Where is my Cartoon Network, Channel 63?

analyst Alvin Ryan.38145 has entered room

Alvin Ryan.38145(Tue Mar 31 2009 18:37:09 GMT-0400 (Eastern Daylight Time))>
Hello Warren_, Thank you for contacting Comcast Live Chat Support. My name is Alvin Ryan.38145. Please give me one moment to review your information.

Alvin Ryan.38145(Tue Mar 31 2009 18:37:13 GMT-0400 (Eastern Daylight Time))>
Hi. How are you doing today?

Warren_(Tue Mar 31 2009 18:37:39 GMT-0400 (Eastern Daylight Time))>
OK. But missing Ch 63 Cartoon Network. What's up?

Alvin Ryan.38145(Tue Mar 31 2009 18:38:02 GMT-0400 (Eastern Daylight Time))>
I am sorry to hear that from you, Warren.

Alvin Ryan.38145(Tue Mar 31 2009 18:38:06 GMT-0400 (Eastern Daylight Time))>
You have reached the right place. I can definitely help you with your problem.

Alvin Ryan.38145(Tue Mar 31 2009 18:38:21 GMT-0400 (Eastern Daylight Time))>
May I please know if you have checked channel 124 instead?

Alvin Ryan.38145(Tue Mar 31 2009 18:38:36 GMT-0400 (Eastern Daylight Time))>
I can see here in our system that it is on channel 124.

Warren_(Tue Mar 31 2009 18:38:53 GMT-0400 (Eastern Daylight Time))>
I don't have 124. Our association is Preferred Basic

Alvin Ryan.38145(Tue Mar 31 2009 18:39:11 GMT-0400 (Eastern Daylight Time))>
I see.

Alvin Ryan.38145(Tue Mar 31 2009 18:39:23 GMT-0400 (Eastern Daylight Time))>
Let me further check it on your account.

Alvin Ryan.38145(Tue Mar 31 2009 18:39:25 GMT-0400 (Eastern Daylight Time))>
For identification purposes, may I please have your phone number listed on your account?

Warren_(Tue Mar 31 2009 18:40:55 GMT-0400 (Eastern Daylight Time))>
And here we go. I live in what Americans call a Condominium. We have an association, and that's where our cable comes from.

Warren_(Tue Mar 31 2009 18:41:06 GMT-0400 (Eastern Daylight Time))>
We do not have individual cable accounts.

analyst Alvin Ryan.38145 has been temporarily disconnected. Please wait while the analyst attempts to reconnect.

Alvin Ryan.38145(Tue Mar 31 2009 18:41:40 GMT-0400 (Eastern Daylight Time))>
I see. I do understand your concern.

analyst Alvin Ryan.38145 has entered room

Alvin Ryan.38145(Tue Mar 31 2009 18:41:42 GMT-0400 (Eastern Daylight Time))>
May I please know if you have accessed the channel before?

Warren_(Tue Mar 31 2009 18:41:49 GMT-0400 (Eastern Daylight Time))>
And billing is part of our quarterly asso dues. So we do not receive individual bills

Alvin Ryan.38145(Tue Mar 31 2009 18:42:05 GMT-0400 (Eastern Daylight Time))>
Thank you for that information.

Warren_(Tue Mar 31 2009 18:42:32 GMT-0400 (Eastern Daylight Time))>
Yes. Channel 63 has been part of our package for five years now. Today it is gone.

Alvin Ryan.38145(Tue Mar 31 2009 18:42:56 GMT-0400 (Eastern Daylight Time))>
I see.

Alvin Ryan.38145(Tue Mar 31 2009 18:43:22 GMT-0400 (Eastern Daylight Time))>
Yes, I have rechecked our system, and Cartoon Network is on channel 63.

Alvin Ryan.38145(Tue Mar 31 2009 18:43:42 GMT-0400 (Eastern Daylight Time))>
May I please know if you are having some issues with your other channels?

Warren_(Tue Mar 31 2009 18:43:47 GMT-0400 (Eastern Daylight Time))>
Can you determine if there is a service change or outage for zip code 34104?

Alvin Ryan.38145(Tue Mar 31 2009 18:45:12 GMT-0400 (Eastern Daylight Time))>
Warren, I have checked your area and found out that there is no existing outage on your area.

Alvin Ryan.38145(Tue Mar 31 2009 18:45:34 GMT-0400 (Eastern Daylight Time))>
Warren, can you please check on your neighbors if they are having the same problem with yours?

Alvin Ryan.38145(Tue Mar 31 2009 18:46:36 GMT-0400 (Eastern Daylight Time))>
Also, can you please check it for me if you are having some issues with your other channels, too?

Alvin Ryan.38145(Tue Mar 31 2009 18:48:11 GMT-0400 (Eastern Daylight Time))>
I just want to know if you are still online. Were you able to receive my last message?

Warren_(Tue Mar 31 2009 18:48:24 GMT-0400 (Eastern Daylight Time))>
As far as I can determine, only Ch 63 is missing.

Alvin Ryan.38145(Tue Mar 31 2009 18:49:07 GMT-0400 (Eastern Daylight Time))>
I see. I am currently checking our system about your issue.

Alvin Ryan.38145(Tue Mar 31 2009 18:49:17 GMT-0400 (Eastern Daylight Time))>
This is what we are going to do now, Warren.

Alvin Ryan.38145(Tue Mar 31 2009 18:49:47 GMT-0400 (Eastern Daylight Time))>
I will need you to unplug the power cord of your TV from the outlet, and please turn of your TV for 30 seconds.

Alvin Ryan.38145(Tue Mar 31 2009 18:50:45 GMT-0400 (Eastern Daylight Time))>
After 30 seconds, you will need to plug back in the power cord of the TV and please ensure that you have turned on the TV.

Alvin Ryan.38145(Tue Mar 31 2009 18:51:51 GMT-0400 (Eastern Daylight Time))>
I just want to know if you are still online. Were you able to receive my last message?

Alvin Ryan.38145(Tue Mar 31 2009 18:53:24 GMT-0400 (Eastern Daylight Time))>
Due to inactivity, I will need to close the chat session if a reply is not received in one minute.

Warren_(Tue Mar 31 2009 18:53:40 GMT-0400 (Eastern Daylight Time))>
Yes, and I'm trying to determine if we are fixing a TV or computer. Now be patient. As you have asked me to perform tasks which require me leave the keybord and do what is essentially a re-set of every TV in my home, as none of them are receiving Ch 63.

Alvin Ryan.38145(Tue Mar 31 2009 18:54:06 GMT-0400 (Eastern Daylight Time))>
I see.

Alvin Ryan.38145(Tue Mar 31 2009 18:54:08 GMT-0400 (Eastern Daylight Time))>
Thank you for that information.

Alvin Ryan.38145(Tue Mar 31 2009 18:54:54 GMT-0400 (Eastern Daylight Time))>
It is a channel outage, Warren. I understand how eager you are to view Cartoon Network on your TV.

Alvin Ryan.38145(Tue Mar 31 2009 18:55:28 GMT-0400 (Eastern Daylight Time))>
As of this moment, there is no reported issues related to your concern. What I can do now for you is to leave a note on my notes about your concern.

Alvin Ryan.38145(Tue Mar 31 2009 18:56:28 GMT-0400 (Eastern Daylight Time))>
For us to complete the issue, I will need you to contact this number, this is the phone number of the Cartoon Network, 404) 885-4390.

Alvin Ryan.38145(Tue Mar 31 2009 18:57:08 GMT-0400 (Eastern Daylight Time))>
If you wish, you can log in to www.cartoonnetwork.com, to check for updates and leave a note on their website for your issue.

Alvin Ryan.38145(Tue Mar 31 2009 18:57:16 GMT-0400 (Eastern Daylight Time))>
Would this be alright?

Alvin Ryan.38145(Tue Mar 31 2009 18:57:33 GMT-0400 (Eastern Daylight Time))>
Rest assured that we are doing out best to resolve this issue for you.

Alvin Ryan.38145(Tue Mar 31 2009 18:57:46 GMT-0400 (Eastern Daylight Time))>
We will keep you updated on this matter.

Alvin Ryan.38145(Tue Mar 31 2009 18:57:57 GMT-0400 (Eastern Daylight Time))>
You may now consider this issue resolved.

Alvin Ryan.38145(Tue Mar 31 2009 18:58:01 GMT-0400 (Eastern Daylight Time))>
Is there anything else I could assist you with today?

Alvin Ryan.38145(Tue Mar 31 2009 18:59:14 GMT-0400 (Eastern Daylight Time))>
I just want to know if you are still online. Were you able to receive my last message?

Warren_(Tue Mar 31 2009 18:59:26 GMT-0400 (Eastern Daylight Time))>
OK. Have reset every TV in the house. And none of them are receiving Ch 63.

Alvin Ryan.38145(Tue Mar 31 2009 18:59:50 GMT-0400 (Eastern Daylight Time))>
I see. That would be the case if there is a specific channel outage, Warren.

Alvin Ryan.38145(Tue Mar 31 2009 19:00:16 GMT-0400 (Eastern Daylight Time))>
You will not be able to view the specific channel on all of your TVs while your other channels are working just fine.

Alvin Ryan.38145(Tue Mar 31 2009 19:00:25 GMT-0400 (Eastern Daylight Time))>
I will need your patience here for this matter.

Alvin Ryan.38145(Tue Mar 31 2009 19:00:42 GMT-0400 (Eastern Daylight Time))>
Rest assured that we are working this issue for you.

Alvin Ryan.38145(Tue Mar 31 2009 19:00:45 GMT-0400 (Eastern Daylight Time))>
Is there anything else I could assist you with today?

Warren_(Tue Mar 31 2009 19:01:37 GMT-0400 (Eastern Daylight Time))>
I doubt that there is anything you can do for me today.

Alvin Ryan.38145(Tue Mar 31 2009 19:02:57 GMT-0400 (Eastern Daylight Time))>
I completely understand that you need the Cartoon network on your area, I have left a note here on my notes to further escalate this issue.

Alvin Ryan.38145(Tue Mar 31 2009 19:03:18 GMT-0400 (Eastern Daylight Time))>
Rest assured that the management will be working hard to complete the resolution of it.

Alvin Ryan.38145(Tue Mar 31 2009 19:03:20 GMT-0400 (Eastern Daylight Time))>
Do you have any other questions for me today?

I wonder how much Comcast pays for that service. I'm sure it's a great savings for them. Even though it is near totally useless.

So, it's now Wednesday night, still no Ch 63, still no answers.

There has to be a better alternative.

#19204 511336-01-6

Anonymous said...

I have finally decided to post after 8 months of trying to resolve an issue with Comcast. In August 2008 we had a tech come over to change our service and take our digital box as we were going with regular cable. He took the box and changed our service but Comcast refuses to remove the box charge saying we need to prove they got it back.

Tonight we called again and asked for a manager. We got a call back from a manager named Mr. Jon Pollard who wouldn't even let me talk as he kept talking over me and saying he wanted to help but putting it on me to prove we turned in the box was his way of helping. He was quite rude. He even went so far as to say he has a pregnant wife at home and wants to go home but called because he made a commitment to call and was just generally unhelpful and rude and was trying to get off the phone as soon as possible. I have worked in customer service before and always prided myself in doing my best to help the customers but Comcast doesn't believe in this or in taking ownership and resolving issues it appears. He said he was different and not like everyone else because he gave me his full name. I wonder if they even have a copy of the work order showing the box was picked up because he said it would take weeks for them to track it down. The same answer we got from another rep about 20 weeks ago.

We have talked to at least 10 reps who all said it was taken care of, including one person on on-line chat which I have a copy of sayinge everything is fixed. Apparently they give us credits and then deny them later but no one calls to tell you anything until you get your bill or they disconnect your service. Each time it becomes more and more frustrating as you get the same answer that its fixed only to find out later its not. No one has phone numbers and each time you get a different rep.

Anyone else have this experience?

Acct #8220 18 890 3972909

Anonymous said...

One more thing...forgot to mention that the manager hung up on me because his shift was over and he didnt want to talk to me anymore...I was in mid sentence and he hung up.

Acct #8220 18 890 3972909

Anonymous said...

To: Acct #8220 18 890 3972909

This is why you should save a copy of your Work-Order that shows the tech took the box.

If you could be a big boy and manage your own paperwork, this wouldn't be an issue for you.

This is the same as calling the police to report something illegal, without taking a picture or something as proof.

any authority will require more proof than your word.

Yes, Comcast should manage their inventory a little better, but that doesn't let you off the hook from managing your own life.

JULIO said...

FUCK COMCAST THE WOULD NOT LET ME ORDER WRESTLE MANNIA BECUASE I OWED THEM 111.OO DOLLARS I'M GOING WITH ASTOUND FUCK COMAST FUCK COMCAST FUCK COMCAST FUCK COMCAST!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Anonymous said...

To "JULIO":

I hope anger has solved your other problems. Maybe if you get angry enough at your past due bills, they will pay themselves and all your problems will magically disappear.

Paul said...

Wow. And to think I thought I was the only one who had a problem with Comcast…

My name is Paul (account# 09518 340770-04-4) and I ordered the NHL center ice package last month. The package was listed on the website as $120 for the entire season. After missing half the season, I finally decided to feed my hockey fix and I called Comcast to see if there was a pro -rated discount for mid-season purchase. Luckily there was! I was informed by the CSR it would be $60 for the rest of the season. Considering half the season was gone, I thought this was a very fair deal. Happily I purchased the package. I was then billed $59.50 on my next statement.

Well , one statement later, I was billed again! For an additional $59.50!! I figured they must have made a mistake and billed me for the entire $120 – the full season package price. So I called Comcast and I was informed by the CSR that this $120 was the correct price for mid-season package and it was $160 for the full season. To that I replied I was informed by the first CSR it was $60 for mid-season, and since the website listed the full season as $120, this only made sense. He told me I was mistaken and that he was looking at the website costs and it was $120 for mid-season. To that I replied, that’s funny because I’m looking at the same website and it has the mid-season price listed as $80. So whether if the mid-season price was $60 I was promised or $80 as listed, he’s still trying to scam me out of $40 and someone needs to fix their pricing problems. I was put on hold and when he returned he told me he’d do me a favor and charge me for the $80. So now it’s no longer the $120 he first claimed, but the $80 he now found when I pointed it out. Not satisfied with his new found charity, I told him I want it for the $60 I was initially promised. Unwilling to admit his company’s mistake, he refused my $60 request. SO here I am waiting for his supervisor to call back. Will they? I doubt it. Will I? You’re damn aright I will. I want my twenty dollars!!!

Steve said...

Here's an irritating Comcast issue. I'm trying to transfer within an apartment complex, but before I can put in a transfer request, I have to wait until the old connection is disconnected - THEN I have to call Comcast to get my transfer put in. So they told me I have to wait until 4/8 to call, but I want the transfer by 4/11. And I just know they are going to tell me on the 8th that the earliest time they can get a conncetion will be the following week sometime.

Why do they need to physically disconnect and reconnect the service?? Why not just channge the name on the account instead of sending 2 guys to disconnect then reconnect.

Very frustrating. DirectTV must be better.

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.

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...

PCHS-NJROTC:

GTFO.
Fucking Spammer. Posting once is fine, multiple times shows your stupidity.

Anonymous said...

My problem with Comcast is not nearly as horrific as most posts here, but all the same I would like Comcast to address my issue. In the beginning I had all three services with Comcast (cable, internet, and home phone) and overall I was pretty satisfied with the service. I've never had a major issue with any one of the services and that seems very rare judging from these posts. I would still be a satisfied Comcast customer today but alas Comcast decided to raise cable rates and at the same time drop channels from my programming. To a fair minded individual it makes no sense to pay more money to get less service so i decided to change my cable service from Comcast to Direct TV. But I did keep my internet and phone service with Comcast since i had no issue there. The short version of this is, i called and cancelled the cable and turned my cable boxes like i was suppose to and thought everything was done. However Comcast continued to bill me the next month for cable service. The customer service at Comcast is HORRIBLE to say the least. I had to call twice to ask them to correct my bill. I got transferred a couple of times and got disconnected once while being transferred. When they did finally make an adjustment they still did not back date it to my original cancellation date and continued to bill me 1.99 per month for a cable t.v service protection plan. (Seems crazy to pay for a service protection plan when i no longer have the service) Whats even crazier is that i cancelled the cable in April 2008. It has now been a year and i have never received the proper adjustment and continue to be billed 1.99 (wait, it's now gone up to 2.50 according to my bill) per month for cable service protection. I refuse to call customer service because no one should be subjected to long hold times only to get a customer service representative that either doesn't understand you or frankly doesn't care about your situation. The only other call i WILL make to customer service is to cancel my internet and home phone service if this can not be corrected. So if anyone from Comcast is reading this, my issue is a small one guys. Credit me for what you have overcharged me and stop billing me for a service i no longer have! Just do it. You don't even have to call me on the phone, you don't have to explain...just do it. There are tons of other people on here that clearly have issues bigger than mine that need your attention. If you could just get it done without me having to speak to your customer service, in return i will happily keep you as my internet/phone service provider. Thx. acct# 8777 70 206 2462895

Anonymous said...

TO: Warren

RE: Cartoon Network

I'm also a comcast customer, currently we have the digital boxes I received a message from comcast stating that on or about April 1 2009 the cartoon network would no longer be available without a digital box.

I have no idea why the CAE was giving you the run around when all he had to say was what I stated above.

Also, I noticed that w/out digital boxes we also don't get AMC, Style Network and many others.

Talk about 'COMCASTIC'

albert said...

(please read,as i need help and advice) my name is: albert bernardez, my account #is:01624169439-01-4 i have been a comcast subscriber from their begining here. i started with adelphi. i find comcast to be greedy and arrogent and i want to get away from them. i am looking to inquire about dish or direct cable however my problem is my internet connections, i need to know if i can get on line without useing dialup. my problem with comcast is as follows, whenever i call to complain about something im told to accept it or leave. the final straw was a letter i got from them stating: your account was audited and we found you were receiving the movie channel on a complimentary basis, we called to inform them that was the deal we made with adelphi,and that we now pay 238.00 dollars for our service and two modems. i was told that they do not honor any contract that i had with adelphi and to expect other changes that are coming, but for ,5.99 i could keep the movie channel. i have spoken to members of my community about leaving comcast and their only concern was the internet. so if you can help me in that respect i can have answers for them at this coming meeting. thank you for any advice you can give me.

desmax said...

Acct. No. 8770 34 009 3965979

Been a while since I have posted regarding HD problems with Comcast. I was never able to reconnect with the Technician Supervisor had been helping me. Problems continued with my HD servcie - pixelation (Comcast calls this "tiling"). I recently switched to satellite and am pleased to report that this is a significant improvement. Not only do I get more HD content, not only is the DVR superior to that offered by Comcast, but the picture quality is significantly improved. Problem solved.

Anonymous said...

I have suscribed to cable for ten years. The local monopoly in Houston was TWC but was bought by Comcast a few years ago. After buying my hdtv I contacted Comcast about getting digital and was told I could get all the same channels (Basic & Expanded) plus some HD channels for the SAME price. After the digital box was installed I discovered that there were no HD channels and some regular channels are gone. I called to ask why and was told that I must upgrade to a more expensive package. Now a week later, they are dropping channels that I'm paying for and only, again, say I must upgrade to a more expensive package. This is clearly a bait & switch scam from a monopoly.

Craig said...

They must have the ill conceived processes and systems of any established business in the whole United States. They may listen but there is no action. Sorry for the length but I have had it with them in so many ways... this is just this weeks issues:

1st. If someone needs to change their automated billing info (credit card info since you don't offer auto bank withdrawals) you make them either do it online which creates security risks or tell them to use your IVR system or force them to drive to one of their physical locations and stand in line for an hour. I had 10 companies billing my CC and all of them I could call and update my info on the phone in under 1 minute after an hour I still could not get this done in any way using any of your systems and processes.

2. I tried using thier IVR system and it provided no such function to change your credit card details though their reps are told it does. Worse it recognized only about 65-70% of the numbers I said 3 times in a row. Not near industry standard. AA system gets it right 100% of the time.

3. My email account somehow got a period where it was not suppose to be. Maybe I did it years ago however the only process you have for changing my email account info which they use as a log in ID is to delete the account. Pathetic.

4. Their site says if you forgot your password you click this link and you will reset it for me. I click that link and you tell me you don't have a reminder question on file (how could that be?) and instruct me to re-create my profile. When I attempt to re-create my profile it tell me I can't because I already have a profile. An endless loop how broken is that?

Basically they (a network services company) provide no way for me to resolve any of my issue except to drive to a brick and mortar store. Shocking.

Its not wonder so many people are moving to other services and dumb piping them or abandoning them all together. It seems like they are only staying in business because they have a monopoly on cable infrastructure.

Their whole organization seems clueless about “real” customer service! Are they polite, sure but no one, not even a supervisor is empowered to actually do anything for the customer. Why is that? Four common scenarios that all other major companies I deal with can handle efficiently and their team can’t handle even one of them even un-efficiently. Zero. It seems they don't even trust their supervisors? Not one of my problems could even be helped by their customer service supervisor yet all of them could be handled by first level reps in other companies. That is beyond pathetic!

All I hear from them is what they can't do and they have the gall to tell me it’s for my security yet the bank can do it, every other company like ATT and Verizon can do it. That’s just a cope out.

I doubt this mail won't reach any one of authority but they need to seriously clean house and start by putting folks in charge of Customer service that knows what it actually means and get a CIO who ensure systems work for customers instead of providing excuses why it can’t. They should be asking themselves do other major companies do it and if the answer is yes, find out how and be competitive. I say this as a ex CIO, Security Officers and current CTO thier excuses are BS.

Whoever heads their services org isn't much better as that technology is really lagging and pathetic. Their On Demand service is so bad I have to use other services (using a Comcast pipe), because other companies beta products are better than Comcast’s 5 year old service? Their Guide just keeps getting worse because I keep loosing more important features than I gain with each new release and the performance keeps degrading. Their DVR's have completely inadequate processors for the job, the lag is so bad I hit the button again thinking it didn’t register more times than not (then have to start the command over) and they are not near competitive when it comes to storage options no less remote access (they should have bought Slingbox and offered that years ago).

Like a huge and growing number of people I feel like I have to look at FIOS or move to DSL with Satellite because it’s too painful to deal with Comcast’s inadequate and inept customer service and processes and their offerings just keep getting further and further behind the market. How do they continue to be so slow and deliver less features with lower quality?

On the business side they are not any better I canceled all my movies channels (I had their most expensive “everything” package) because I was so upset that they took a $2-$3 NFL channel out of my Premium Package and tried to force me to buy a whole sports package we didn’t want in addition. That is just unethical. Their competitors let you just buy NFL and a much better package by the way. Why? Why can't we go on the net and configure our own packages its just a database of ID's for gosh sakes programmed to auth system? Another thing all thier ppv discounts are geared toward those that mail in thier bills nothing for those that use auto pay yet those customers pay more realiably and why don't they offer auto pay via bank withdrawls so you don't have to deal with CC and experation dates changes they have no processes for anyway?

Monopoly I guess is the only answer.

Unless a company has strong competition, product innovation suffers because folks spin on features rather than executing them. Their cable infrastructure has the ability to outperform competitors (wireless/land-lines)today and seems to be the only reason they still have customers its certainly not the service they provide on top or thier CS. It looks like soon they will be just a big dumb pipe and all higher margin revenue will go to others if they don't clean house and put in people that deliver the features we have been waiting years for, plus some HW and SW innovation and true customer service! They’re clearly headed down the blockbuster path.

They need to partner directly with some smaller more agile technology companies that can help them become an innovation leader instead of the big old slow and shrinking companies they use now.

My gosh their triple play is a joke they offer VOIP but with no innovation in the home phone HW or SW when companies out their have home phone products that are market leading and blow away all land line products. Why don’t they partner with and offer those products?

Their DVR's should be ION based or at least have a decent GPU's (nVidea) in them so they are responsive and we could can have rich interfaces and services that become more and more 3D like when working through HDMI and they should have allowed easy storage expansion years ago (I can't record more than 12 shows in HD before I start to loose stuff, if I am gone more than a few days I am screwed) and for gosh sakes everyone provides content back up services for our cell phone and PC content why don't they provide a DVR back up service or at least a USB Hard disk drive for their techs when our HW has to be replaced so they can backup and restore our content when swapping units. How Basic is that?

The guts of an inexpensive ION netop running media center blows away anything comcast/moto offer.

As a technologist, I could go on and on, its just painful to watch this company year after year fail to live up to anything close to its potential.

Is everyone asleep at Comcast or what?

In 1 1/2 years any decent empowered CTO could have products in place that changed this company into a technology and service leader, one the street would reward…. they need to bring in folks that can execute and then get their management out of the way because as a stock holder I am sick of your year after year wasted potential and as a customer sick of the poor service and services.

Lastly, they let folks enter comments of any size on their CS web site then after they have tell them it can only be 1500 characters and they provide no character counter. Just another example of inept systems design. They can’t even get collecting feedback right, forcing us to find other examples like this site!

Thanks for listing.

#8498330050407561

Anonymous said...

Allow me, as a Comcast employee, to reply to the following:

Craig>> "They must have the ill conceived processes and systems of any established business in the whole United States."

ComcastAnon>> I agree that in SOME areas, our service is not nearly on par with others. However, as least in my market, we do offer the best services available. I understand that corporate is looking to spread this standard to all regions.

Craig>> 1st. If someone needs to change their automated billing info (credit card info since you don't offer auto bank withdrawals) you make them either do it online which creates security risks or tell them to use your IVR system or force them to drive to one of their physical locations and stand in line for an hour. I had 10 companies billing my CC and all of them I could call and update my info on the phone in under 1 minute after an hour I still could not get this done in any way using any of your systems and processes.

ComcastAnon>>First off, we do "offer auto bank withdrawals". See the image linked below, pulled right off Comcast.Com. http://i587.photobucket.com/albums/ss318/ComcastAnon/ExhibitA.jpg

Second, you spend the next half of your reply talking about how you where CTO here and CIO there, yet somehow you must have been hired with no background in IT. Once you sign in to Comcast.Com, the page is "httpS" with the S being secure. Just as secure as ANY other website. Your electric or cell phone logins, your banks, your stock accounts. All using https, all secure. Since you are unable/unwilling to see or use information that is not hard to find, I also believe you must lave the understanding of how to navigate the IVR. As for the wait time in the lobby, that may or may not be a stretch. In my market, the wait times at lobbies are around 5-15 minutes. You, however, are not in my market, so you might be 100% correct where you live.


Craig>> 3. My email account somehow got a period where it was not suppose to be. Maybe I did it years ago however the only process you have for changing my email account info which they use as a log in ID is to delete the account. Pathetic.

ComcastAnon>> Our IT systems do not allow for random changes. It is also possible to change your username without deleting your account. Go to Comcast.net, Click "My Account" top right, sign it, and select "Change Username/Email"

Craig>> 4. Their site says if you forgot your password you click this link and you will reset it for me. I click that link and you tell me you don't have a reminder question on file (how could that be?) and instruct me to re-create my profile. When I attempt to re-create my profile it tell me I can't because I already have a profile. An endless loop how broken is that?

ComcastAnon>> If you login to the "My Account" section above, you'll be able to update your secret question and answer. If you do not remember your password at all, please call us at 1-800-Comcast. We will verify you over the phone and reset your password for you.

Craig>> Its not wonder so many people are moving to other services and dumb piping them or abandoning them all together. It seems like they are only staying in business because they have a monopoly on cable infrastructure.

ComcastAnon>> I know at least in my market, we do not have a monopoly. Just like Bell in 1974, I would encourage you to Contact your Utilities Commission and the FTC and DOJ about any monopolies we may have. This was done with Bell, and they were prosecuted by the U.S. Department of Justice.

Craig>> Their whole organization seems clueless about “real” customer service! Are they polite, sure but no one, not even a supervisor is empowered to actually do anything for the customer. Why is that? Four common scenarios that all other major companies I deal with can handle efficiently and their team can’t handle even one of them even un-efficiently. Zero. It seems they don't even trust their supervisors? Not one of my problems could even be helped by their customer service supervisor yet all of them could be handled by first level reps in other companies. That is beyond pathetic!

ComcastAnon>> Since you did not provide any of the scenarios, I cannot offer advice.

Craig>> All I hear from them is what they can't do and they have the gall to tell me it’s for my security yet the bank can do it, every other company like ATT and Verizon can do it. That’s just a cope out.

ComcastAnon>> First, I assume you mean "cop out." Second, as I've shown above, the things you believe you are unable to do can actually be done pretty issue, assuming that is what you are talking about. If not, then maybe the issues you are unable to resolve are because you are unable to communicate your needs properly.

Craig>> I doubt this mail won't reach any one of authority but they need to seriously clean house and start by putting folks in charge of Customer service that knows what it actually means and get a CIO who ensure systems work for customers instead of providing excuses why it can’t. They should be asking themselves do other major companies do it and if the answer is yes, find out how and be competitive. I say this as a ex CIO, Security Officers and current CTO thier excuses are BS.

ComcastAnon>> As an ex-CIO, I would expect you to know this is not "mail", this is a "post". There is a big difference, as most children in elementary nowadays know. Second, it is different for every region, and I hope someone high up in your area does read and see your post, and hopefully will begin to take action on your behalf.

Craig>> Like a huge and growing number of people I feel like I have to look at FIOS or move to DSL with Satellite because it’s too painful to deal with Comcast’s inadequate and inept customer service and processes and their offerings just keep getting further and further behind the market. How do they continue to be so slow and deliver less features with lower quality?

ComcastAnon>> I am wondering why and how you are looking at other services when you have stated previously that Comcast is a monopoly in your area? Perhaps you should look up the definition, and not the one provided by Parker Brothers.

Craig>> On the business side they are not any better I canceled all my movies channels (I had their most expensive “everything” package) because I was so upset that they took a $2-$3 NFL channel out of my Premium Package and tried to force me to buy a whole sports package we didn’t want in addition. That is just unethical. Their competitors let you just buy NFL and a much better package by the way. Why? Why can't we go on the net and configure our own packages its just a database of ID's for gosh sakes programmed to auth system? Another thing all thier ppv discounts are geared toward those that mail in thier bills nothing for those that use auto pay yet those customers pay more realiably and why don't they offer auto pay via bank withdrawls so you don't have to deal with CC and experation dates changes they have no processes for anyway?

ComcastAnon>> "Why can't we go on the net and configure our own packages.." First off, I would question if any company offers this. Second, adjusting your packages online would also change your bill, I.E., you add more channels, your bill goes up. If you are so worried about information online not being secure, as you mentioned toward the beginning of your "post", excuse me, "mail", why would you want to allow this?

Craig>> Monopoly I guess is the only answer.

Unless a company has strong competition, product innovation suffers because folks spin on features rather than executing them. Their cable infrastructure has the ability to outperform competitors (wireless/land-lines)today and seems to be the only reason they still have customers its certainly not the service they provide on top or thier CS. It looks like soon they will be just a big dumb pipe and all higher margin revenue will go to others if they don't clean house and put in people that deliver the features we have been waiting years for, plus some HW and SW innovation and true customer service! They’re clearly headed down the blockbuster path.

ComcastAnon>> As stated above, please report any monopolies to the proper authorities.

Craig>> They need to partner directly with some smaller more agile technology companies that can help them become an innovation leader instead of the big old slow and shrinking companies they use now.

My gosh their triple play is a joke they offer VOIP but with no innovation in the home phone HW or SW when companies out their have home phone products that are market leading and blow away all land line products. Why don’t they partner with and offer those products?

ComcastAnon>> If you are going to complain that other services are better than Comcast, it is usually better to provide why and/or how.

Craig>> Their DVR's should be ION based or at least have a decent GPU's (nVidea) in them so they are responsive and we could can have rich interfaces and services that become more and more 3D like when working through HDMI and they should have allowed easy storage expansion years ago (I can't record more than 12 shows in HD before I start to loose stuff, if I am gone more than a few days I am screwed) and for gosh sakes everyone provides content back up services for our cell phone and PC content why don't they provide a DVR back up service or at least a USB Hard disk drive for their techs when our HW has to be replaced so they can backup and restore our content when swapping units. How Basic is that?

ComcastAnon>> First off, for someone who has been in the IT industry for years, It's spelled "nVidia". Second off, the "channel: Companies, HBO, TWC, AMC, CNN, etc, do not want to provide you with a USB backup. If they did, you could simply backup your shows on the USB hard drive, then plug it into your computer and take them off. You might even upload shows to YouTube, or share them illegally over the Internet. You wouldn't want to support pirating shows, would you?

Craig>> As a technologist, I could go on and on, its just painful to watch this company year after year fail to live up to anything close to its potential.

ComcastAnon>> I think we've established that you do not qualify as a technologist.
So, #8498330050407561, I hope I was able to help you with a least a few of the problems that have been bugging you. If I missed anything, or you should think of something else to say, please either reply here, or email me at ComcastAnon@yahoo.com.

Thank you, and have a good day.

Anonymous said...

Customers of Delray Beach Florida will loose The Movie Channels (TMC)from their lineups. Comcast said that an audit revealed customers were receiving the channels for free. But the reality is that the channels are sold in different packages they offer (comcast.com/programming). Check your package. They are using the statement "Certain services and programming are available separately or as a part of other levels of service and may require an additional subscription and/or other fees." But, why including the channels in a package they are not? For marketing purpose. With this statement they can cancel any channel from your lineup and you still pay the same amount for the package. How reduction in channels (paying the same) is a good thing for customers.

Anonymous said...

What!!!

The Movie Channels were the only ones that comcast have in Delray that transmitted 5.1 surround. Go! Comcast!

Anonymous said...

Ladies & Gentlemen

Stop wasting your money. Delray have one of the worst systems in Florida. Comcast bought that system from another provider. They only offer 30 channels of HD and the majority of their Digital Premiums do not offer 5.1 sound. For your money the best value is DirectTV (all digital). Check it out. directtv.com

Good Luck

Ali G said...

I yelled on the phone today to a Comcast representative. I never yell at anyone...especially when I knew it was not his fault...but I cannot even express how angry my husband and I are at the complete and total lack of customer service we've received.

We just moved to Atlanta from Athens, GA, and I really thought that the response we first received from Comcast was going to be amazing compared to the lack of service that Charter provided in Athens as well. I was completely, completely, utterly wrong. Comcast is worse.

In a nutshell, it took four days of calling and three different representatives to get something set up for the tech to come out and hook up our cable. The customer reps kept saying that someone would call my husband back to set up the time, yet no one EVER called him back. That seems to be their M.O. - promise callbacks and then never do.

When the tech came out, he declared that there are no cable outlets and that the previous tenants (who had moved out three days earlier) had had satellite. After talking with them, of course they didn't; they had COMCAST CABLE AND DSL! Pretty much the tech was rude, told us that we didn't have cable, and left.

After many more calls, we were finally forwarded to a field representative that promised to call us back and didn't. When she gave me her name and told me I could call her back, I called Comcast to hunt her down, at which point the customer service person told me that there is no way to transfer you to supervisors directly. They stonewall you, they make promises, and every single time you call they demand that you tell them your story from the beginning. It's infuriating, it's a waste of time, and it's makes me so angry just to think about it.

I am estimating that we have talked to Comcast 10 out of the last 12 days. And now they have us scheduled for hook up two weeks from now. No one is available for two weeks and no one can tell us why.

I cannot STAND Comcast and I am going with AT&T.

Natheena Mumford said...

Comcast is a corporation of liars. I was told today that my account has numerous payperview movies and my box isnt even hooked up. The outrageous allegations and the rude customer service agent makes this company one of the worst. I am very dissapointed and I thought more of comcast. I will be disconnecting my service as soon as this gets resolved. Comcast get it together! Comcast, if you are reading this, I am trying to contact your corporate office but it is closed right now but know that I will continue to try and get this problem resolved. Please contact me if you can help (786)226-6116 Thanks

Just Me said...

I have the whopper of all Comcast stories. I lived in Toronto for a few years, then moved to Memphis, Tn in 2004. At that time the local cable company was owned by Time Warner. I had TV and Cable Internet through Time Warner.

Around 2006, Comcast took over Time Warner locally. Shortly after the problems began. Unexplained outages, messed up billing. After Comcast took over, I began sporadically getting a bill. I mean like 3-4 times a year, not monthly like I was supposed to. Comcast, of course, swore I was being billed every month. After about a year, I noticed I was being charged a rental fee for a modem. I provided my own modem, that I purchased from Rogers Cable in Toronto. I called Comcast Customer Service and was told I needed to provide proof. So I faxed them a copy of my Time Warner paperwork that clearly stated something to the effect, that "client providing own modem" and a receipt for a cable modem, serial number matching the one I was using, from Rogers Cable. I waited, 2-3 months pass and I am still being billed. It is minimal, only about $3 a month, but still. It is my modem. I call Comcast Customer Service once again. This time I was called a liar by someone who claimed to have worked also for Time Warner. Telling me that they knew for a fact that Time Warner did not "allow" people to use their own cable modems. When I asked how did they explain the paperwork I sent them, I was met with silence and informed I would continue to be billed.

That angered me, so I canceled my Internet services with them. When I did that, I was informed that in order to stop being billed I must return my modem to one of their kiosk. WTF? So Comcast stole a modem.

Since Memphis has no other cable company for TV, I continued service through them..bitterly after this. That was September of 2008. Fast forward to February 2009. I downsized my TV channel package with Comcast, decreasing my monthly bill from $70 plus a month, down to around $50 a month. They continued to bill me at the $70 plus rate, yet I no longer got the same channels on that package. So I did a little mental math, and paid what I was told the package would cost me. I kept calling customer service trying to tell them I did not owe the amount on the bill. They all agreed, but as usual, no one did anything to rectify the situation.

On May 1st a Comcast technician showed up at my door telling me I owed $65. IF I didnt pay I'd be cut off. He tried to extort money from me, telling me that for $25 in his pocket he'd put my invoice at the bottom of his pile and that would keep me from being cut off for an additional 7-10 days. I declined his offer, so he lowered his price to $20. Which I also declined. He took my digital box, shut off my cable and left.

The next day he called and asked me out. I mean WTF was he thinking.

I received my final bill a few days ago. I owe Comcast a grand total of $2.09. Yes you read it right. Comcast cut me off for $2.09, which is NOT past due. It isn't due until June 1st.

I penned off a hot email to Mr Rick Germano, Sr VP of Customer Relations. This morning I get a call from the local Comcast office, regarding this email.

I am not sure but I think Comcast must limit the IQ of the people they employ. The woman kept telling me I was cut off due to lack of payment. When I asked her OK, can we agree, that since my service was cut off on May 5th, I've made no payments. She agreed. On May 5th, comcast claims I was $65 past due. She agreed. Then why is it my final bill is only $2.09? No further payment has been made. She offered to cut my service back on free of charge. To which I declined. No thanks. I wouldnt go back to Comcast if they offered me a years free service at this point. It's so Comcastic!!

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
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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!!!

Kevin said...

Chicago Comcast is terrible. It cares not for quality service nor for its customers. GO WITH RCN OR A DISH IF YOU LIVE IN CHICAGO. Yes, you will have problems with either, but it will be much easier to deal with than any sub-par service you receive from Comcast. Also, fellow victims of Comcast, CALL THE BETTER BUSINESS BUREAU and let them know of your issues.

My TV service today is intermittent, at best, so I called the help number. I was met first by a curt woman whom I could barely understand. She was getting even more upset when I asked for clarification. No, I did not misunderstand you, I am a law student and tend to understand what I'm told. The last thing I need when dealing with you is attitude. People like her should be fired on the spot. Literally. That is what happens in my line of work.

Secondly, I was told a tech would come out tomorrow between 1 and 5. Four hours is a long time to wait around for a tech, who last time didn't even show up. I am hesitant to believe they will show up this time I will be at work those hours, but unfortunately Comacast cannot help people who work, only people who have enough time to wait around all day.

So I will go to a bar tonight to watch my hockey game, because I cannot stand to have the TV cut out every ten seconds. Maybe I can get a comcast tech to come after work, but I will have to call again to get someone I can literally understand. Let's just hope that I can mentally comprehend what they tell me as well. Who knows, maybe the problem is with me?

Signed,
A new DirectTV customer.

Sterling said...

We moved two months ago to a new home in the same city, only about 1 mile from our previous house. But from day one, we have had problems with the signal. We have had 4 (four) technicians out in two months; have called several times, speaking with a supervisor at least two times, and still today I cannot get some of the channels I want to watch. As late as last week, we were told by a supervisor they would be sending someone out to correct our problem. We still are having the same problems.

WHAT CAN BE DONE????

We are told we were at the end of the line and the signal isn't strong enough, needing to balance the signal at their box. Something was to be done in the boxes in our area, but to date, we are having the same problems.

I'm tired of paying for something that I'm not getting. I wanted to watch a Pay For View movie today but the signal isn't strong enough. It cuts in and out all the time. I've never been able to listen to the music and that is one of the best features of Comcast.

I'm at my wits end! I'm about to tell them to come get the damned stuff and I'll go back to satellite dish. It's even cheaper!!

Any suggestions?
Sterling
Account # 01727 180254-05-5

Sterling said...

We moved two months ago to a new home in the same city, only about 1 mile from our previous house. But from day one, we have had problems with the signal. We have had 4 (four) technicians out in two months; have called several times, speaking with a supervisor at least two times, and still today I cannot get some of the channels I want to watch. As late as last week, we were told by a supervisor they would be sending someone out to correct our problem. We still are having the same problems.

WHAT CAN BE DONE????

We are told we were at the end of the line and the signal isn't strong enough, needing to balance the signal at their box. Something was to be done in the boxes in our area, but to date, we are having the same problems.

I'm tired of paying for something that I'm not getting. I wanted to watch a Pay For View movie today but the signal isn't strong enough. It cuts in and out all the time. I've never been able to listen to the music and that is one of the best features of Comcast.

I'm at my wits end! I'm about to tell them to come get the damned stuff and I'll go back to satellite dish. It's even cheaper!!

Any suggestions?
Sterling
Account # 01727 180254-05-5

Anonymous said...

Son of a bitch cable; always changing the lineup and having some channels become ones that you have to get with on demand. I'm with Mona Shaw completely for taking that hammer and messing up a Comcast office. Those stinkweeds have no right to do what they did to her.

Karen said...

My name is Karen and I live on the East Coast. We got tired of being financially raped by Comcast and went to the basic package. Then last week, our Channel 22 pbs station disappeared. I called Comcast and they informed me that we would have to have a digital box in order to watch the pbs station. I absolutely refuse to pay anything more to Comcast and went down and got a digital conversion box at Radio Shack. Hooked it up and of course, could not get the pbs station. Called Comcast and they said that it had to be a Comcast digital box.
It is quite apparent that Comcast is so inefficient that it is going to take masses of folk to drop them and let them sink into hell where they do belong.

R Duke said...

Wanna here something funny? Comcast has gone on the attack against FiOS...with LIES, LIES, LIES. But FiOS was quick to put them in their place. Check this out:

http://policyblog.verizon.com/PolicyBlog/Blogs/policyblog/EricRabe9/627/ComcastFalseAdvertising.aspx

Anonymous said...

Dear Brian Roberts, Comcast CEO & Chairman:

All this hoopla over the switch to digital. Wow. I discovered this evening I'd been led into a false sense of security by the lie that Comcast has been perpetuating in their monthly bills and on their website: "If you have Comcast Cable, you’re ready already for the Digital Transition. If all your TVs are currently connected to Comcast, you don't have to worry about a thing. Just sit back, relax and keep watching your favorite shows."

WRONG. This statement was, apparently, composed while the writer's fingers were crossed, or while smoking some great weed... or both.

I thought all along my basic service (channels 2 - 23) would continue uninterrupted, but that is not the case. Channels 13 and 14 have evaporated into the ether. When I called to find out why, it was only then I was told that I'd need a digital box to receive these TWO channels. But, not to worry. The box, I'm told, was free. No cost for the box itself, and no monthly usage fee (there is a charge for two or more boxes).

But now knowing I cannot trust what I'm told by Comcast, I called again, and another person told me that "there MIGHT be an additional 90-cents charge for the box."

She asked if she could connect me with the Sales Department to arrange for the digital box. I said no. I told her I'd rather find a new apartment in an area that isn't served by Comcast. That would be MUCH easier.

If, Mr. Roberts, you think your company has the slightest clue as to what good customer service is, you are sadly mistaken, sir. So... are you making enough money at the expense of your customers?

It's ComCraptic!

Anonymous said...

So, here it is only minutes after making my last post, where I complained that my channels 13 and 14 disappeared, and Comcast told me I'd need a digital box to continue receiving these channels.

It's just past 9PM, and - voila! channels 13 and 14 have miraculously reappeared! Now, whether they will CONTINUE past 10PM is another story.

But it's just another example that Comcast really doesn't know what they're doing.

Mr. Roberts: if you think this is good customer service, you must have liked the feeling of poop in your pants when you were a kid. Or... maybe you still do.

Anonymous said...

Me again. Author of the last two posts. It's Monday, and I wonder at what point Comcast gets embarrassed. At about 17 minutes past the hour, the video on channel 2 froze and the audio went silent. It could have been a problem at CBS. It happens. After about 30 seconds, though, a REAL television broadcaster would have corrected the problem or switched to something else. I then looked at the other channels. The video was frozen and there was no audio on channels 2, 4, 5, 7 and 9. And the best part? It stayed that way for about 15 minutes!

I didn't call Comcast because they would try to tell me it was my TV. Morons.

Yeah. I'll be sure to trust Comcast with all of my communication needs. Can you imagine relying on them for dependable telephone service... in an emergency?

Amateurs. It's to laugh (when we're not crying).

Anonymous said...

Ok well here goes, I am a former comcast employee of the Greater Chicago Region.

You may have seen my post regarding the Comcast Playbook.

Well from an insiders perspective, you are all correct, the company as a whole acts as if they are concerned with customer service, however, the reality of it is this...
"THEY ARE TOO LARGE TO HANDLE THE BUSINESS THEY HAVE"

Additionally...

The employee turn over is so high they cannot keep up with it.

Also...

They only allow the reps to spend no more than 6 minutes on the phone with you, most other companies are 10-15 min.

Finally...

All reps are told to sell all customers whether or not they resolve your issues...

So the bleak reality is simple, CONTACT YOUR FRANCHISE AUTHORITY AND COMPLAIN ABOUT THE SLIGHTEST THING!!! The more calls the franchise authority gets with complaints the sooner Comcast (ComCRAP) will be out of your community, the franchise information is on the bottom of your bill on the last page, small text.

GOOD LUCK

INSIDE CABLE GUY

Anonymous said...

Like the poster above, I had disappearing channels on the 12th which came back a few days later. I'm quite sure ComCast made lots and lots of sales to those who didn't just wait for them to come back and I'm quite sure that was exactly their intent. In Houston, TX the ones I know for sure disappeared were (SURPRISE) ABC and NBC. I did notice that they were Johnny on the spot for installation for a few days there in my complex. Feel so sorry for those new customers because they won't be getting that kind of quickie service when it goes out OFTEN!

Maybe I'm the last person on the planet who still likes to use my VCR to record my programs when I'm away from home for watching later. Perfectly legal under the fair use provisions of copyright law. I used to be able to record my analog cable broadcasts just like over the air but SURPRISE, as of June 12th, I could no longer record my analog ComCast signal on my VCR. Can't say I was actually surprised since ComCast was very careful to keep saying we'd be able to use our VCR "players".

VCR stands for Video Cassette RECORDER you jerks!

ComFraudCraptic, IMO

Hell, I'm so ticked over this whole DTV jumblef*** and all the fraud running rampant surrounding it that I'm probably going to boycott TV altogether. And, a note to you broadcasters who think that means I'll be watching on your websites and HAVE to watch the advertisements that way. WRONG! When I say boycott TV, that means webcast TV gets boycotted too!

We really need an FCC must die blog too. They're not protecting the airwaves, us, or any darn thing!

Leslie S., Houston, TX

Anonymous said...

To Leslie S., Houston, TX:

Just to point out... Your VCR has an ANALOG tuner, and all broadcast are now required from the FCC to be in DIGITAL.

So, if you get a DTV box that will switch the DIGITAL signal back down to ANALOG, you'll be fine.

The rest of your post may or may not be Comcast issues, I don't know. But your VCR issue is YOUR problem, and it's NOT caused by Comcast. Jusy FYI.

Anonymous said...

Comcast is trying to charge me $480 after I told them to turn off my service and they didn't I hate them and then they charged my account and overdrew it $177 I didn't know what happen until I got a statement in the mail saying that my account was overdrawn and I needed to pay it Comcast has horrible customer service and should be shut down that is why I am now looking into DirecTv

Anonymous said...

COMCAST BLOWS AND YOU KNOW IT. TAKE YOUR BUSINESS TO DIRECTV OR DISH NETWORK. THAT'S WHAT I INTEND TO DO

Anonymous said...

The Comcast people are nothing but pigs

Mike said...

Mike from Houston

A couple of weeks ago, Comcast installed service for the next door neighbor. Shortly after that, our service started degrading on one of our two TVs, then the other. Extreme digital tiling. I called Comcast and made an appointment within a reasonable time. Nobody showed up. I called back and was told that they had had a service outage and had canceled all appointments that afternoon (no reason given why they did not inform those people whose appointments were cancelled). I then got another appointment for Saturday. The tech showed up on time and, after screwing around in the backyard for 15 minutes with no success, she announced that we needed a rewiring. According to her, the next available appointment was the next Saturday. She said she would schedule a rewiring appointment. I called today Sunday to check and found out that nothing had been set up. So now they are supposed to come "rewire" on Wednesday. Stay tuned for whether they actually solve the problem that they caused in the first place. Luckily, this problem is affecting only my TV.

Anonymous said...

Comcast is the worst company in this nations history i cant wait until the go bankrupt or just close completely down.there customer service is the worst ive experienced in my 26 years on this earth. the service sucks the repd are rude and the supervisors are even worst. i want ever do business with them after this term is over

Ken from NB said...

Don't waste your time trying to get the $99 Triple Play if you have a box that gets channels 100 or above.
Heck I do not have their phone nor their broadband service and the only reason I got their stinking box is because of the switchover to digital (which they told me I had to have one or I would not get their service)and yet I now find out that I cannot get that offer because of that one thing!
Fine if Comcast is so interested in getting new customers at the expense of pissing off the rest of us then I am going to leave and MAYBE in a year (or two) if they run another Triple Play Offer I MIGHT come back since it seems that is the only way left to get their attention!
So much for customer loyalty as Comcast just shit in my face for the last time!
Sincerely
Ken
(#8773400111415030)

Anonymous said...

COMCAST YOU GOD DAMN DIRTY ROTTEN SHIT ASS

Laura Lea said...

I recently moved and called Comcast as they are one of the only providers that service my community. They told me it would be a week before they could come. Okay, I'll survive. I had an emergency and had to leave town that thursday so I called and rescheduled for tuesday. Everything was on track. Tuesday rolls around and I get home at 4:40PM to make sure I am home for the 5-8pm installation time. On a hunch, I call Comcast at 6:30 just to make sure that I had my appointment date correct. They tell me that yes, my appointment was for that evening but the tech had come at 5:30 and nobody was home and then proceeded to hang up on me when I asked to speak with a supervisor. I called back. The CS Rep asked if my building was tan. I said yes, why? They stated that since the tech put that description in the notes that it clearly proves that they were there and I wasn't home. I told the tech that no, my phone had been at my side or in my hand for the whole evening, I had no missed calls and had been SITTING on my couch looking out the window at 5:30 and NO TECH SHOWED UP. The CSR asked if my phone was a working number. WHAT DID THEY THINK I WAS CALLING FROM? I asked to speak with a supervisor and after holding for 15 minutes for "her," I was transferred to a male "supervisor" who stated that it was my fault for missing my appointment and they wouldn't come for another week and the tech couldn't be dispatched again tonight because he had a schedule. I stated that the tech should have time to come back - he's ahead of schedule after doing a drive-by on my house. I also explained that I have a yappy dog who would have barked at someone knocking at the door. The supervisor (Wayne Smith) insisted again that the tech must have been there seeing as they described my building. Could it be coincidence that the technician KNEW what my community looks like seeing as Comcast is the ONLY cable company that services it? Now two and a half hours later I am back hold with Comcast because supervisor Wayne Smith didn't feel it was necessary to call me back. So far my hold time is 13 minutes, 22 seconds. Either Comcast wants my business and will have a tech out tomorrow who will actually STOP AND GET OUT OF THE VAN, or I'm packing it up and taking it elsewhere. Comcast, if you're reading this, the clock is ticking. fishbaugh.11@gmail.com

Falyn said...

My name is Falyn and I have had problems with every aspect of Comcast. The so called DVR wonder box fucking freezes all the time. I don't know how many times I have had to sit and wait as it forwarded or rewound through the entire show and I had to start all over. So sick of spending 5 minutes just to watch the last 2 of the freaking program. Everytime I call I get the same response of oh its a program issue or try unplugging the box.
As far as the "High Speed Internet" is concerned, it's shit. I swear dial up is faster. It takes forever to load a page or wont connect at all. Right now I'm on someone elses wi-fi cause I don't even bother trying the Comcast connection unless I'm desperate.
I DON'T WANT FREAKIN HOME PHONE SERVICE. It's one thing to get a note in with the monthly bill but I get weekly adds, most of the time every few days. STOP WASTING THE PAPER I AM NOT INTERESTED.
At one point I spent like 2 days without cable, I had to wait for an appointment as I came home one night to find no service. What may you ask was the reason? They turned it off. They were supposed to turn off someone elses and did mine instead.
When I complained all I got was a stupid cheapest possible PPV movie and they "prorated" the time without service. Fuck that what about my inconvenience of waiting around for you on my day off and losing out on programs I wanted to see, my way to unwind after work?
Comcast sucks!

Customer 8498350062922241
Tacoma

Anonymous said...

We called Comcast for the bad reception we were expiriencing ever since we got the black box . My reception in my bedroom alone sucks! And so as my sisters and my parents bedroom. Its either we were missing more than 5 stations and some channels are appearing to be like a puzzles like reception. Sure after it was fixed comes our monthly bill with a service charge fee of $27.99!!! Why should we pay for this services if in fact it was Comcast poor services reception. It was not even insice our house premises that they were fixing it . OUTSIDE comcast cable connection that connects thru our house that they were fixing. I strongly beleive it was not our fault, nothing was rewired or change in our prmises. So tell me why is it that Comcast is trying to squeeze as withy this fee. And the $0.99 monthly insurance service BS!@#@!! fee is ridiculous. Do we have to pay for the wrong or mistake or default of Comcast at our expense the consumers.....

Anonymous said...

COMCAST BLOWS!!!!!!!!!!!!!

Anonymous said...

With regards to the mail Comcast sends me, I just rip it up and throw it in the trash. Unless it's a bill, I don't want to hear from you stinkweeds.

Anonymous said...

Comcast,

I'd give up cigarettes after sex and fat-full venti mocha lattes in the morning if it meant I could enact upon you even a fraction of the fury I have toward you.

In the interest of my mental health, however, I'll give only the vaguest sketch of the problems I had when you gave my name to debt collectors (who "distributed it to credit agencies across the country") because your regional office failed to communicate to your accounting department (no less than 4 times, in fact) that I did indeed return my $30 cable box. I'll even spare you a detailed account of the the circular argument both you and your minion debt collectors regurgitated to me every time I called, explaining that you both needed written proof of my complaint from the other before you would do me the small favor of disclosing the fact that I did not owe Comcast any money to the necessary parties.

As I've finally managed to put all that behind me, I'll ask you for only three things:

1. Please connect the 1-800-COMCAST number to a central agency that will at least be able to transfer me to a representative who can help me, if not (gasp!) be able to help me his or herself (thus avoiding an average of 3 transfers with waiting periods of up to fifteen minutes each).

2. Design an across-the-board pricing system (so my Triple Play doesn't cost $70 more per month than my neighbors)

2. Provide representatives who understand and are willing to answer the question "WHAT DOLLAR AMOUNT WILL I BE WRITING ON MY CHECK TO YOU EVERY MONTH?" (I don't care if its a state tax--if I'm including it on my CHECK TO COMCAST, I want to know that I'm paying it ahead of time).

Now, these may sound like avant-garde suggestions that no team short of Einstein and Guevara could have conceived, but I assure you that not only are they fairly mainstream, but that your executives and employees alike enjoy the benefits of such logical and convenient systems when they interact with other service-providing companies. If you had only managed to extend these basic courtesies to me a month ago, you'd still have $42.99 (excluding taxes, surcharges and other fees) per month from me for internet service.

In conclusion, I'd like to thank comcastmustdie.com for the opportunity to vent. Its been a real pleasure.

--Emily

kc said...

I doubt that this will be any more successful that my attempts for the last year and a half to get Comcast to fix my tv service which goes out when it rains. First some channnels begin "tiling," next comes the message "This channel should be available shortly," and finally the screen goes blank. This happens a few channels at at time until all of them are lost. Because it happens only when it rains, and it is impossible to get an immediate appointment, no one seems to be able to solve the problem. Service reps are polite but inept--I am tired of hearing "I apologize for any inconvenience," and "I understand why you are upset." I have passed being somewhat inconvenienced and mildly upset to completely disgusted and angry. Last night I was promised that a senior techican would contact me by 3 pm today--no such luck! Over two hours ago, I was told that my complaint was being escalated and a supervisor would be contacting me when she got out of a meeting. SURE I believed that! I wish I had documented every call and every unsuccessful attempt to fix the problem. I can now only recount the most memorable. Once a technician did show up during the rain (the third day of three straight downpours), but said he couldn't climb the pole as it was too wet. He promised he or someone else would return when the rain stopped--that never happened.
More recently, one service rep wanted to cancel an appointment because it wasn't raining and the service was working. She said, "What do you want the technician to do? Watch your television working properly." Fortunately, I am retired and only work part time, but I am still worn out from dealing with Comcast employees. If this problem is not fixed immediately--rain is forecast for the next few days--I will be canceling both my cable and my phone service. Did I forget to mention that both the cable and phone some times go out at the same time and customer service wants to schedule two different visits on two different days? I am so disgusted I will be checking into other options for both tv and phone service, in case this happens again when it rains. I never had problems with AT&T phone service, and I hear Direct TV has some great promotions. Nothing could be worse that Comcast.

Account #8798401240043231
Most recent ticket #001348993.

A soon-to-be former Concast customer!

Anonymous said...

I live in Marlboro, MA and was just forced to "upgrade" to digital and get a digital set top box and adapter (for free...so far). But... as soon as we activated it, our video quality noticeably deteriorated - our HDTV looks very un-HD. Was told by one customer service rep "that's the way it is", but I find that hard to believe. I wonder if they are using this to force costly service upgrades to premium (we just have "basic +" - only unpremium cable like MSNBC and not premium like HBO). Is anyone else experiencing video quality issues with the new digital broadcast

Anonymous said...

Dish Network seems to really be the better choice. I found some great specials at this website & those specific promo codes. Good Luck!
http://www.vmcsatellite.com/red_design/home.cfm?aid=299201

Anonymous said...

Hi my name is thomas edwards i live in jackson,ms. my account number is 09577273214-05-8
I received a notice that i owed 46 dollars on my bill, its not that i didnt have it i just had been working so that i didnt know my cable box was off. the service was turned off on oct 6,2009 and oct 12 a comcast rep came to my door. He wasnt very nice but i was like over 46 dollars. As soon as i have a chance im going to change companies but this is how they rewarded me for all this time that i have been with them i really feel like a number

Anonymous said...

#8770350261134720

I have now been on the phone for over 1 hour trying to get my problem solved. Can not get a picture on myTV...nothing but snow. Dylan, the rep, obviously doesn't know how to correct any problem. He has walked me through the same steps, 4-5 times and he still can't figure it out. Pathetic! I went through the same problem a few weeks ago but at least the rep was able to slove my problem. Now after being on hold for 30+ minutes I was cut off. Brilliant service Comcast. I will spread the word far and wide... Comcast is horrible!!!!!!

Mike

Sea Glass Sandy said...

I have HAD IT!!! I called 3 weeks ago to receive my comcast box for digital changeover...nothing happened...then the change occurred and I had no service...I called again...5 days later? nothing...I called AGAIN and this time asked for a name and low and behold I receive my box. So I set it up...one box and two converters for TVs in other rooms. They worked for a day but the remote would not program. I called Comcast...wait on hold for 20 minutes...finally get someone who doesn't speak english and tries to eplain how to code the remote...didn't work..she tells me to hold on and I am disconnected...I call back, explain my story again..after being put on hold several times, he says he's sending a signal...now all TVs stop working and no signal...I share this and he puts me on hold and disappears for 25 minutes. I hang up and call back to comcast...I begin to complain and explain what was going on..I was told I needed to be transferred...the line then gets picked up...BY SOMEONE IN NEW JERSEY who tells me he can't help me. I call back for (what number is this?) the 4th or 5th time and am adament to speak to a supervisor who can help me...as I original called for a remote problem and now the boxes aren't working at all...Corrinne then puts me on hold for 10..comes and back and tells me supervisor will be right with me but she sent a signal to my boxes...puts me on hold for ANOTHER 15...finally a woman, Tammy, not a supervisor but a floor assistant...ok, whatever, and she goes through the whole thing AGAIN! I finally loose it. Look, I've been patient for a month already with issues, I have not lost it yet...now I officially have...I want a service call tomorrow morning or I promise you, I will go to my association and speak the perils of comcast, I'll blog to whomever will listen and I might even contact Help me Howard...Ok, I've officially lost it..lol...I'm then told the first they can get to me is 3 days from now...I just hung up and poured a glass of wine...can I say sucks on here? sorry if not

Sea Glass Sandy said...

I have HAD IT!!! I called 3 weeks ago to receive my comcast box for digital changeover...nothing happened...then the change occurred and I had no service...I called again...5 days later? nothing...I called AGAIN and this time asked for a name and low and behold I receive my box. So I set it up...one box and two converters for TVs in other rooms. They worked for a day but the remote would not program. I called Comcast...wait on hold for 20 minutes...finally get someone who doesn't speak english and tries to eplain how to code the remote...didn't work..she tells me to hold on and I am disconnected...I call back, explain my story again..after being put on hold several times, he says he's sending a signal...now all TVs stop working and no signal...I share this and he puts me on hold and disappears for 25 minutes. I hang up and call back to comcast...I begin to complain and explain what was going on..I was told I needed to be transferred...the line then gets picked up...BY SOMEONE IN NEW JERSEY who tells me he can't help me. I call back for (what number is this?) the 4th or 5th time and am adament to speak to a supervisor who can help me...as I original called for a remote problem and now the boxes aren't working at all...Corrinne then puts me on hold for 10..comes and back and tells me supervisor will be right with me but she sent a signal to my boxes...puts me on hold for ANOTHER 15...finally a woman, Tammy, not a supervisor but a floor assistant...ok, whatever, and she goes through the whole thing AGAIN! I finally loose it. Look, I've been patient for a month already with issues, I have not lost it yet...now I officially have...I want a service call tomorrow morning or I promise you, I will go to my association and speak the perils of comcast, I'll blog to whomever will listen and I might even contact Help me Howard...Ok, I've officially lost it..lol...I'm then told the first they can get to me is 3 days from now...I just hung up and poured a glass of wine...can I say sucks on here? sorry if not

Jill Tucker said...

I wish that Comcast would just die!!! I have had nothing but problems with my cable boxes (5 in all). Over the last two months 2 boxes have malfunctioned and been permanently broken. I have called Comcast 5 times in the last two months to BEG that a new digital black box be sent to us so that my daughter could watch Disney in her bedroom. Each time I was told a box would be sent. Guess what? NO BOX. Who do I have to F*CK to get a box? With my triple play package at almost $200 a month, you would think that their equipment would work and that the idiot that answers the phone would know what to do.
Flash forward to today...My DVR is broken for the 3rd time in three weeks. Know the drill, call Comcast, have them reprogram the box. THIS TIME I GET A HOLD OF RICARDO MOTELBON in MEXICO. Yes, that is right. Comcast now has one of it's call centers in Mexico. Talk about taking jobs out of the U.S. and exploiting a cheaper labor market. I AM SO SICK AND TIRED OF CALLING A C.S. CALL CENTER AND NOT BEING ABLE TO UNDERSTAND THE PERSON ON THE OTHER END OF THE PHONE. "Daniel" was extremely nice, but I could not understand his accent, at all. Everything had to be repeated 2 or three times. A five minute phone conversation wound up taking 15 minutes. Ridiculous.
Daniel was the only one smart enough to know that a technician needed to come out and swap out my two defective boxes. We'll see what happens this Wednesday.
Comcast, you suck and stop using foreign call centers just to save a buck at your customers inconvenience. I have nothing against foreigners, they work just as hard as anyone here for a dollar. It was the most difficult call to understand that I have ever taken in my life. You are not saving money when the call lasts 3 times as long as it would have if I had spoken to someone who had English as a first language and could understand all the cultural nuances of our conversation.
I am moving to Glen Ellyn, IL in 3 months and will be using AT&T.
Thanks,
Jill Tucker

Jack said...

I live in Boca Raton Fl. I've had the same problem for a month with my cable. They've sent several technicians and none has been able to rectify the problem. I don't think they ever will.

Anonymous said...

FROM THE BIG CITY OF MYERSVILLE, MARYLAND. OUR CABLE LEFT US AT 7:30PM, JUST AS THE BIG STORM WAS STARTING. MISSED THE SUPERBOWL, AND HERE IT IS MONDAY MORNING, AND STILL NO SERVICE. JUST A COMPUTER ON THE PHONE THAT SAYS WE KNOW OF THE PROBLEM.

Anonymous said...

To: THE BIG CITY OF MYERSVILLE, MARYLAND

Hey, Fuckhead, your whole state is declared to be in a State of Emergency. You missed a football game. People are out in this weather dying.

Deal with it.

http://www.governor.maryland.gov/pressreleases/100205.asp

Dishnet TV Blog said...

My name is Jay. I had Comcast in Grand Rapids, MI and ran into all kins of problems from billing to very poor service. Good article here!

ComcastTech said...

I know that many of the people on this blog probably do have legitimate problems with their service from Comcast, and that sucks. I am a tech in Washington(the state) and every time I run into a customer that has had multiple trouble calls, or intermittent issues, I as an employee of Comcast do my best to resolve that issue the first time. In Washington, and the northwest in general, we are considered the top market or division of Comcast in the nation. I take pride in delivering a great service. A lot of the issues I have run into personally is what we refer to as a CPE or customer premise equipment, customers complaining about their internet being slow even though they are using Windows Millenium Edition, or that their HD isn't as clear as it should be even though their HD TV is a 2000 rear projection Sony that only allows 720P at best. BUT their are ALSO many times that IT IS OUR FAULT, faulty equipment, system issues, the wrong codes on your account, etc(the list goes on beyond your imagination.) All i can say to our customers is Thank You in general for staying with us, and from me PERSONALLY I will do my best to keep your services up and running.

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