You’re not going to believe this chat with Comcast Customer Service!
Why describe something when you can share exactly what happened? What follows is my transcript with what amounted to 6 different customer service reps which occurred over the period of three and a half hours last night. This all began with my desire to upgrade my internet speed and I was actually considering adding cable tv back for the fist time in years because the packages looked really compelling. Immediately following this chat session, my internet went completely down and has not been recoverable since.
user PETER has entered room
analyst Priyanka has entered room
Priyanka: Hello PETER_, Thank you for contacting Comcast Live Chat Support. My name is Priyanka. Please give me one moment to review your information.
Priyanka: It’s my pleasure to process your order and answer any questions you may have. How are you doing today?
PETER_: Doing well, thank you. Yourself?
Priyanka: I am glad to hear that, I am fine thank you for asking.
Priyanka: Peter, I see that you are interested in our Starter XF Double Play with 2-year agreement at 6125 HABITAT DR , Apt# 1103, BOULDER, CO, 80301, is this correct?
PETER_: Yes. However, I do not need a cable modem as I already own one.
Priyanka: Sure, I will take care of that.
Priyanka: That’s a great value! It shouldn’t take very long to process this order for you. I’ll be asking you just a few questions to make sure you get the best deal.
Priyanka: After I complete your order, we will go over all of the charges and the installation process to make sure you don’t have any questions.
Priyanka: Sounds good?
PETER_: Sounds good.
PETER_: I am a technical person by profession so I feel comfortable with all of the aspects of this.
Priyanka: Thank you.
Priyanka: That’s great!
Priyanka: Can you please verify the last four digits of the social security number on your account?
PETER_: xxxx
Priyanka: Thank you for providing that information.
Priyanka: Peter, I see that the package which you have selected is a new customer deal, however, we can add the cable cable and internet services for $89.99/mo for the package and for Blast $12/mo, so in total this package will cost you $101.99 + taxes.
Priyanka: Without any agreement, and with no Visa.
PETER_: Is that with the HD X1 box and 105mbs internet?
Priyanka: That is correct.
PETER_: Sounds good.
PETER_: Is that still with HBO?
Priyanka: Let me check that out for you. Would you mind waiting for a couple of minutes while I do the research?
PETER_: Go ahead.
Priyanka: Yes, HBO and Streampix are included.
Priyanka: Should I go ahead and add this deal for you?
PETER_: Yes please.
PETER_: Will my internet be upgraded immediately? That is the thing I really want to happen right away.
Priyanka: Perfect!
Priyanka: No Peter, we would need to add the Self installation kit, to ship you the equipment.
Priyanka: You will receive your Self Installation kit within 3 – 4 business days.To activate the service you just need to call 1-855-OK-BEGIN (1855-65-23446) or you may follow the easy instructions at www.comcast.com/activate
PETER_: But I don’t need any equipment for the internet portion of this
PETER_: And I don’t want to pay for a self-install kit when I can pick up the equipment at the local office for not cost.
Priyanka: Yes, you do not need it, but to activate the services we would need to add the Self installation kit, and if we add the pickup for Self installation kit, it will cost you $15. If you wish, you can visit our Comcast store to change the package and simultaneously you can pickup the Self installation kit.
Priyanka: For no cost.
Priyanka: Just to confirm, your registered e-mail address is xxx@xxxxxxxxxxx ?
PETER_: Sounds good. But does that mean that the internet upgrade won’t happen until I pick up the cable box even though I already have a cable modem?
PETER_: correct, xxx@xxxxx.com
Priyanka: That is correct.
Priyanka: Because it is a bundle deal.
Priyanka: Both Internet and cable services will activate once you pickup the kit.
PETER_: 🙁
PETER_: But I just want the faster internet now.
Priyanka: Peter, I have just checked, that you are already using the Blast internet speed.
Priyanka: Which we are providing with this package.
PETER_: How much would it cost to just upgrade my internet? Can you tell me what I’m currently paying and what speed I get
Priyanka: That mean, after changing the package, your internet speed will remain.
Priyanka: Sure, let me check that for you.
PETER_: And then what my option is for upgrading the internet speed and what the cost would be?
Priyanka: Let me check that out for you. Would you mind waiting for a couple of minutes while I do the research?
Priyanka: Thank you for patiently waiting.
Priyanka: Peter, to upgrade the internet speed from 105 mbps to 150 mbps, it will cost you $114.95/mo.
PETER_: What am I currently paying for?
Priyanka: Currently you are paying $41.99/mo.
PETER_: for what level of service?
Priyanka: For $105 mbps of download speed.
Priyanka: You are paying $41.99/mo.
PETER_: So according to Comcast I’m supposed to currently be getting 105mbps?
Priyanka: That is correct.
Priyanka: If you are not getting 105 mbps of speed, I can transfer this chat to the technical team.
PETER_: I’m getting 45 mbps
Priyanka: Oh! No worries, let me transfer this chat to the technical team, they will help you with that, should I go ahead and transfer this chat?
PETER_: yes please!
Priyanka: Sure.
Priyanka: Peter, I am transferring this chat, please stay connected.
Priyanka: Please wait, while the problem is escalated to another analyst
user PETER has entered room
analyst Joy has entered room
Joy: It’s a privilege to have you here on chat and I am looking forward to provide you excellent service!
Waiting for response from Priyanka
analyst Priyanka has left room
PETER_: Great, thanks. So I hear I’m supposed to be getting much higher service that I’m currently receiving. Can you help?
Joy: As I understand, you are having issue with your intenet connection?
PETER_: Well, I was just informed that I’m supposed to be receiving 105 mbps and I’m only getting 45 mbps
Joy: Oh! I see.
PETER_: Can you confirm that I should be seeing 105 down?
Joy: Could you please assist with your Comcast account number so that I can check the status of your Account?
PETER_: certainly
Joy: Thank you.
PETER_: xxxxxxxxxxxx
Joy: Thank you for providing that information.
Joy: Thank you for patiently waiting.
Joy: As I can see in your account you are still having 50 mbps of Download speed and 10 mbps of upload speed.
PETER_: So what should my speed be? 50 or 105?
Joy: That is 50 mbps.
PETER_: What is the cost difference between my current level of service and the 105mbps service?
PETER_: I was a premium service user before and I understand everyone was getting free upgrades
PETER_: I’m very disappointed if I was not included in that.
PETER_: I’ve been a loyal customer since 2007
Joy: Oh! I really apologize for the inconvenience.
Joy: Please allow me a minute I am transferring the chat to our Concerned team.
PETER_: Thank you.
Joy: You are most welcome.
Joy: Please wait, while the problem is escalated to another analyst
Waiting for response from Joy
user PETER has entered room
analyst Mohd has entered room
Mohd: You have reached Sales Department and I will be assisting you with your concern for today. Please give me 2-3 minutes to review your conversation with the previous representative. This will give me a better understanding of the issue at hand so that we can resolve it in the most efficient way possible. Will that be okay?
PETER_: ok
Mohd: Peter, as I understand you are looking for the 105 mbps download speed upgrade, correct?
PETER_: Well, I’m interested in getting what I am entitled too.
PETER_: For what I am paying, should I be getting 50mbps or 105mbps?
PETER_: The sales agents I was speaking too seem to think I should be seeing 105
Mohd: I will be more than happy to check the information for you, Peter. You’ve certainly reached the right department! Please be assured I will do my best to help you with your concern.
PETER_: Thank you.
Mohd: Peter, may I have your complete name, phone number, service address and last 4 digit of your SSN registered on your account for security purpose?
PETER_: xxxx
Mohd: Thank you for providing that information.
Mohd: Peter, as I checked you are using Blast internet deal, as per your area with this deal you will get up to 105 mbps download speed.
PETER_: So I am currently seeing 45mbps download
PETER_: What needs to happen to ensure that I see the 105mbps promised speed?
Mohd: Peter, with Blast internet you will get up to 105 mbps speed, as the speed depends on the user in your area and the bandwidth the internet speed keep fluctuating.
PETER_: I work in IT for a living
PETER_: getting less than 50% of the promised speed is NOT normal
PETER_: Is my account provisioned to grant me 105mbps or not?
Mohd: Peter, as per the deal you will get up to 105 mbps download speed, it will not be always 105 mbps.
Mohd: However if you still think that you are not getting the enough speed, I can transfer this chat to our Internet technical department to assist you further with your issue.
PETER_: Please do. Thank you.
Mohd: You are most welcome.
Mohd: Just to set expectation, you will see a message that says I have “left the room.” However, you will still be connected to the next available analyst. Please stay online and connected to the chat for the next analyst will assist you as soon as possible. This may take some time depending on the number of customers on queue. Thank you for contacting Comcast! We appreciate your business!
Mohd: Please wait, while the problem is escalated to another analyst
Waiting for response from Mohd
user PETER has entered room
analyst Marygold has entered room
PETER_: hello
Marygold: Please wait, while the problem is escalated to another analyst
PETER_: you are the fourth person I’ve been directed to this evening
user PETER has entered room
analyst Marygold has entered room
analyst JENELYN has entered room
JENELYN: Hello PETER_, Thank you for contacting Comcast Live Chat Support. My name is JENELYN. Please give me one moment to review your information.
Waiting for response from Marygold
analyst Marygold has left room
JENELYN: It’s good to have you on chat, how’s your day going?
PETER_: Being that your the 4th comcast rep I’ve spoken to this evening, I’ve been better
JENELYN: Hi Peter, may I Please know are you having slow speed connectivity issue?
PETER_: FYI – I’m an IT professional
JENELYN: Okay, thank you for letting me know Peter.
JENELYN: Hi Peter, may I Please know are you having slow speed connectivity issue?
PETER_: This all started with an attempt to upgrade service, only to be told that I should be seeing more that double the speed that I currently see for what I’m paying for in the BLAST service
PETER_: I am seeing 45mbps down
PETER_: I should be seeing 105mbps down
PETER_: I want to verify a few things
PETER_: First off, is my service provisioned for 105?
JENELYN: Okay thank you for letting me know and I understand that you wnat to verify your provisioned speed. Rest assure we will provide the right and accurate informations.
JENELYN: May I please have the phone number associated on your account? This will help me to pull up your account.
PETER_: xxx.xxx.xxxx
JENELYN: Okay, thank you let me pull up your account first, please hold on
PETER_: account # xxxxxxxxxxxx
JENELYN: Thank you.
JENELYN: I have pulled up your account now Peter! Would you mind if I put you on hold for 2-3 minutes for me to check your provisioned speed?
PETER_: go ahead
PETER_: That last rep told me I should be seeing 105
JENELYN: Okay, checking it now, thank you
JENELYN: Hi Peter thank you for patiently waitng upon checking on your account you are eligible to have double speed but since you have disconnected your triple play package and went to single play only. The double speed promotion wet off and automatically turn your speed into its original speed tier which is 50/10mbps only.
PETER_: The previous rep I spoke with who was with account retention told me that I am supposed to be seeing 105 and that person put me in contact with you (technical) to ensure that I get it
PETER_: I have not had triple play for years
PETER_: I did sign up for BLAST internet when I moved to this location last July
PETER_: I have been a customer since 2007
JENELYN: I see here that you have this account number since 2014 only. With this case I am sorry to say but for us to resolve the issue and provide you accurate details I am in need to transfer you to sales department. Please be advised that double speed promotion is only eligible for those who are new customers and for those who have double play and tripole play package.
PETER_: Hold on
PETER_: Here’s the detail from my bill
PETER_: Modem Lease Fee 01/11 – 02/10 10.00 High Speed Internet 01/11 – 02/10 66.95 Service Discount -36.96 Blast! Internet Svc 01/11 – 02/10 12.00 Total XFINITY Internet $51.99
PETER_: I’m paying for BLAST and you are charging me for a modem rental that I don’t have
PETER_: I’m begining to get very angry about this
JENELYN: I understand but upon checking on our system you are renting modem with comcast that is why our billing department apply charges on your modem fee.
PETER_: If you see me as a customer since 2014 only, there is NO WAY i have ever disconnected any triple play service
PETER_: I have only had internet service at this address since july 2014
PETER_: and it was BLAST
PETER_: and I have my own modem and you are still charging me for a rental
PETER_: that is VERY troubling
JENELYN: I really wanted to help you peter, but for us to resol;ve the issue I am in need to transfer you to sales tam to further explain the package you have and on our billing team for them to further explain the billing statements.
PETER_: Wiat.
PETER_: Wait.
PETER_: I have gone from sales > technical > customer retention > technical AND NOW YOU ARE SENDING ME BACK TO SALES?
JENELYN: Only our billing department can further explains the rental fee to your modem.
JENELYN: I am only transfering you back to our sales team o give you accurate explanations regarding to the package you have here on our system Peter.
PETER_: I want to speak with someone in the customer retention department….someone with authority that can make real decisions and not make me contact my attorney about sueing you for fraud
JENELYN: I understand in order for us to contact the retention department you are in need to please contact them via phone here is their hotline: 1-888-739-1379 and press option 4
JENELYN: Please be informed that this is not a fraud Peter we are only providing the informations on what we see here on our system.
PETER_: I have been working with you folks all evening.
PETER_: This is absolutely madening
PETER_: You people are so scattered it’s unbelieveable
PETER_: No one seems to understand what is going on.
JENELYN: I understand my apologies but Please hold on for a minute let me still transfer you to our billing team for them to check their charges on your modem rental fee,
PETER_: I just want the speed I’m entitled to.
JENELYN: Please wait, while the problem is escalated to another analyst
user PETER has entered room
analyst Lowell has entered room
Lowell: It’s a pleasure to have you on chat. I hope you’re doing well today!
Waiting for response from JENELYN
analyst JENELYN has left room
PETER_: Since you’re the 5th representative I’m speaking with in the past 2 hours, I’m not doing well.
PETER_: I have gone from sales > technical > customer retention > technical > sales
Lowell: PETER howq may I help you with your billing concern?
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user PETER has entered room
PETER_: are you there?
PETER_: My comcast internet just rebooted…..
PETER_: ?????
Lowell: PETER I understand you would like to chexck chrges for modem rentAl fee, am I right?
PETER_: There are a few things to check
Lowell: The modem rental fee here isd for $10.00 per month
PETER_: first off, I have had my own modem since my service started, yet I see that I am being charged $10 a month for a modem rental
PETER_: I want all of those charges refunded immediately
Lowell: Let me double chec k that or you.
Lowell: Let me now check the details of your account. Kindly stay online while I check and correct this for you.
Lowell: Please ngive me 2-3 minutes to pull up and review your account informations.
Lowell: I’ll get back to you shortly.
PETER_: I had a modem from you folks for the first week or two of my service, and then replaced it with my own. I returned it in person to the comcast xfinity office in Boulder CO last July
Lowell: okay since we can only backdate three months i will do this on my end and credit back the charges for three months here then you may need to visit the local office where you returned the modem and hAve them credit back then chrges since you returned the modem to them
PETER_: The next issue is the level of service I’m receiving
PETER_: Here is what’s on my bill
PETER_: Modem Lease Fee 01/11 – 02/10 10.00 High Speed Internet 01/11 – 02/10 66.95 Service Discount -36.96 Blast! Internet Svc 01/11 – 02/10 12.00 Total XFINITY Internet $51.99
PETER_: I’m paying for BLAST internet
PETER_: I have heard various representatives this evening tell me I should be getting 105 mbps down and another who said I should be getting 50 mbps down
Lowell: i just corrected your account here to modem own and backdate it for the months and applied the credit of $12.25-
PETER_: Would that not be $30?
PETER_: Its $10/month according to my bill
Lowell: Yes it is for thirty sorry or that
Lowell: Total credit applied is for $30.00 in youir account
Lowell: YOU have our blast internet with about 50 mbps connection speed
Lowell: But to double check this i can connect you to our internet tech support to check your speed, will this be okay with you ?
PETER_: I was told by your customer retention folks that I am supposed to be getting 105 mpbs
PETER_: Because I am paying for BLAST
PETER_: and that my area was upgraded
Lowell: kindly hold online please
Lowell: Yes
Lowell: let me now connect you to our internet tech support
PETER_: stop
PETER_: please don’t
PETER_: they will just send me back to you
Lowell: Please wait, while the problem is escalated to another analyst
Waiting for response from Lowell
user PETER has entered room
analyst Veronica has entered room
Veronica: It’s good to have you on chat, how’s your day going?
PETER_: Terrible
PETER_: You are the 6th agent I have spoken to tonight. I apologize in advance for my sour demeanour at this point, but I am beyond frustrated.
Veronica: Well, let me brighten that up by fixing your issue today. I see here that you’re having issue with your internet speed. Is that correct?
PETER_: That is the heart of the matter.
PETER_: I have been told that I’m supposed to be seeing 105mbps down
PETER_: I am seeing 45mbps down
PETER_: I am an IT professional
PETER_: I have spoken to several people tonight who can’t seem to decide whether or not I should be seeing 50 or 105
PETER_: I pay for BLAST internet only
Veronica: Before taking necessary steps, let me explain this further.
PETER_: ok
Veronica: Yes, you are currently subscribed to Blast with 50 MBPS download / 10 MBPS upload speed. However since you are eligible with our current promotion of double the speed, you should be able to get the speed of 105 MBPS download / 10 MBPS upload
Veronica: Since you are not getting the correct speed, I am here now to help you in correcting this.
PETER_: Great, I appreciate all the help I can get.
PETER_: What do we need to do?
Veronica: What troubleshooting steps have you done so far?
PETER_: Well, I find it interesting that you said I should be getting 50 when I’m eligible for 105
PETER_: My feeling is that the first thing to do is to re-provision my account for 105 to make sure I get the level of service that I’m entitled to
PETER_: I am currently only seeing 45mbps down and 10 up
Veronica: We don’t need to change any information on your account surely you should get the speed of 105 MBPS, I just provided that information as previous representatives might be confused with the correct speed that you should be getting.
Veronica: Now, to resolve this, let’s start diagnosing the issue
PETER_: ok
Veronica: What troubleshooting steps have you done so far?
PETER_: OK – so the first thing is to determine whether the line has been provision correctly. In your opinion, is my account now provisioned for 105 down?
Veronica: Yes it is, so you don’t worry on that part anymore.
PETER_: Great.
PETER_: So, here’s the deal.
Veronica: *you don’t have
PETER_: I have a Motorola SB6121 modem. Is that modem adequate for this level of service? According to http://mydeviceinfo.comcast.net/ it would appear so, but I want to hear that from you?
Veronica: Yes, it is, but make sure to have the latest version which is Docsis 3.
PETER_: Latest version of what
PETER_: Hardware or firmware?
Veronica: Of the modem
Veronica: I just checked it here, and you have the latest version of modem
PETER_: Great.
PETER_: So, I also have an Apple Air Port Extreme – not the latest version but the previous model.
PETER_: Via wireless I am only seeing 45 mbps down
PETER_: If i run direct ethernet into the AirPort Extreme, I struggle to see 80mpbs down
PETER_: I’m willing to accept that I may need new hardware for the wireless signal, but since the AirPort extreme runs at gigabit ethernet, I’d find it difficult to believe that with a wired connection I should see any less than what I am provisioned for.
Veronica: Okay, thanks for the information.
Veronica: What troubleshooting steps have you done so far?
PETER_: Well, in the midst of my 5 other chat sessions this evening one of your colleagues reset my modem, so I believe that has been done. I have run speed tests from comcast.speedtest.net and speedtest.net on both wireless and wired connections
Veronica: Okay, thanks!
PETER_: I have yet to unplug my entire network and plug my computer directly into the modem, but I’m certainly willing to do so….but that would interrupt this chat
Veronica: Yes, kindly do that.
Veronica: Please be advised that we will get disconnected during the process. Kindly get back within 4 minutes for our chat to stay active.
Veronica: If it happens that you were not able to get back within 2 or 4 minutes, kindly chat us back so that we can assist you further. Rest assured that I will take note of every steps we already performed on your account.
PETER_: ok – one moment – let me take this computer over to the modem. Should I power cycle the modem in the process?
Veronica: Sure you can.
PETER_: But should I?
Veronica: That is fine as it helps to refresh your equipment as well.
PETER_: ok – trying now – stand by
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PETER_: you there?
Veronica: Welcome back!
PETER_: I can see 93 down via comcast’s speedtest
Veronica: Alright, thanks for doing that.
PETER_: In my experience Comcast tends to over-subscribe their lines so I am still expecting better
PETER_: What are your thoughts?
Veronica: Not at all as Comcast make sure to provide the speed that customer’s should be getting as we aim for the customer’s satisfaction.
PETER_: So what’s next?
Veronica: May I know if you have a splitter where you connect your Comcast modem?
PETER_: I do not
PETER_: I am plugged directly into the wall.
PETER_: I only have internet service
Veronica: Okay, since necessary steps has been performed to resolve this and yet you are still not getting the correct speed, we need a technician visit to investigate this further so that we can resolve this immediately for you.
PETER_: What are your opinions on the hardware that I have? Specifically the Motorola SB6121 and the older AirPort Extreme?
PETER_: Should I plan to upgrade any of this?
PETER_: To realize the level of service I should be getting?
Veronica: For your modem, you can keep that as it was able to support the speed of your package.
Veronica: With regards to your router, I would suggest that you may contact your router’s manufacturer as there must be some settings that need to reconfigure so that you can get higher speed as we have limited tools for third party devices.
PETER_: Do you know up to what speed the SB6121 can handle?
Veronica: Sure, I can check that for you
PETER_: thx
Veronica: Thanks for waiting
Veronica: I can see here that it can support up to 150 MBPS
PETER_: That’s great to hear. So likely my wireless router is my bottle neck. Thank you. So are you scheduling a tech to test my cabling then? What are the next steps?
Veronica: You are most welcome.
Veronica: At this point I’ll just need to schedule a technician to check this further and rest assured that you should be able to get the exact speed of what you are paying for. 🙂
PETER_: Great – so are you going to offer me some time/dates or will I be contacted by someone else to schedule this?
Veronica: Yes, I will be creating the ticket first so that I can provide the date of appointment
Veronica: May I have the best phone number to call you?
PETER_: xxx.xxx.xxxx
Veronica: Thank you.
Veronica: The technician appointment will be on 02/06/2015, 01:00 PM-03:00 PM, is that okay?
PETER_: no, I have a 2pm appointment tomorrow – almost any other time block would work over the next two days
PETER_: my appointment is from 2-3 and is 30 minutes from my house
PETER_: So I can be available until 1:30pm or after 3:30pm
Veronica: How about 02/08/2015, 04:00 PM-06:00 PM ?
PETER_: That’s a Sunday. If Comcast does appointments on Sunday I can make that work.
Veronica: Yes, we have it. Shall I complete the ticket now>
PETER_: yes plese
Veronica: Sure thing!
Veronica: Thank you so much for your cooperation, Peter.
Veronica: I have successfully scheduled the appointment on 02/08/2015, 04:00 PM-06:00 PM
Veronica: For your reference, please take note of the ticket number: CR434091615
Veronica: You may or may not receive a call on the day of your appointment but please have someone over the age of 18 home to receive the technician.
Veronica: Your satisfaction is my priority. Is there anything else I can assist you with? I am more than glad to help you out further.
Waiting for response from Veronica
PETER_: After 4 hours this evening, I think I’ve had enough. Thank you for your help. You were the one agent that actually helped. I very much appreciate everything that you have done.
Veronica: That is so nice to hear from you, Peter. Glad that I was able to help you.
Veronica: Are we good to end?
PETER_: Yes, good night.
Immediately after the end of that conversation, my internet went completely down.
I had a similar 5 hour experience last night on Xfinity’s customer service chat. I nearly pulled all my hair out, and nothing got resolved. My guess is that it is half automated, half manned by a live person. I had to escalate up to a manager until I could actually get real answers. Just terrible customer service.
Had a similar experience tonight with comcast. Have a read of my chat transcript here: http://www.cynhi.com/comcastchat.html
Test it from the modem.what do u have now
“Immediately after the end of that conversation, my internet went completely down.”
Gosh damn!
I know Comcast have bad representatives, but what I see the problem here is that you connected it via Wireless, you have to hard wire it with Ethernet to get 105 Mbps+. Secondly make sure your router, not your modem to set without limitation. Depending on the router sometimes you have to set it to 5ghz / Dual Band to get the optimal speed, that is above 150mbps. That modem is old aswell, it wont work above 120mbps.
Agonizing isn’t it? Especially, when you know IT and have worked with service providers who cater to business accounts. Comcast sucks!
Damn dude. That’s nuts. Amazing conversation. Thanks so much for this, was an excellent read!
I’m dealing with similar issue now with their self install kit for new DVR boxes. It’s been maddening…..
I always go to the local Comcast/Xfinity store where I am face to face with a real person. Usually it is resolved.
ROTFLMAO! Yup sounds about right. “Comcast Cares” what a joke. I had issues with my move. Set up service in last year, did a self install kit with the initial X1 double play with DVR and 2 slave units plus internet on the lovely XB3 (sarcasm intended). Shut off the wifi hotspot, shut off the wifi, ran it through my Netgear Nighthawk. Had no issues at all, levels were good, SNR good, etc..( I used to both work for and contract for them, so yeah). Moved. And the fun began. Just wanted to do a transfer, after 45 minutes of the hounding I gave into the triple play promo. Said all I had to do was call the activation number for phone, and he already provisioned my other equipment (Since I already had it installed at the new address). Got home, my DVR had all the programming, but lost all my recordings, one slave unit got locals only, and the other one couldn’t communicate with the DVR and wasn’t getting the movie channels. Internet speeds dropped to 25 (was supposed to be 150, would have been okay with 100), Phone activation failed. Call into tech support. Apparently, when they transferred me and changed the promo, they killed my old account. Which is why my recordings were gone (since all recordings in X1 are cloud based…yup, 6 tuner DVR, not used to record). Got the “let me research this.” “No dude, stop, I know what happened. The X1 boxes are linked to the provisioning system for X1, but the account number they are associated with is no longer valid. Basically, man, they need to run through dark side and be cleared. They’re glorified Set Tops now. Don’t even mention sending me new ones, I’ll run to the office and have them swapped out .” “Well I’m sure I can get them working” “Fine dude”. 2 hours later, not working, and the local office is closed. Next topic internet speeds. It all looks good he says, I say BS it’s got the wrong config file loaded, I’m looking right at. Force load the new one. Got up to 110 down, fine. Now phone. Yeah took 3 gateways and 6 weeks. meanwhile, I got a bill. Charging me early termination fees upwards of $300. 4 phone calls, 8 chats, 2 bottles of whiskey, multiple issues with my services dropping not working, getting not authorized messages. Finally I got it all worked out. But I did something that the consumer cannot do. I picked up my cell phone, I went through my contacts, and I called one of the dispatchers I used to deal with all the time when I was a tech. Took her, tier 3 billing, and tier 2 tech support roughly 45 minutes. She called me back, said I owed her lunch and it was good to go. They rebuilt everything, even the account. And she managed to get back some of my recordings from previous boxes. If it wasn’t for that back door I pulled, I probably would have cancelled service, gone to the FCC and the BBB. I always heard the horror stories of dealing with the CSSR’s from customers. But I never fully experienced it. Now that I have, I’m looking for better options, it’s just where I am, they got the best damn internet…for now.
It should probably not come as a surprise to anyone that not a single rep you chatted with was a native English speaker, and so quite a large portion of that time was spent attempting to overcome a rather large language barrier. What is it with these companies and outsourcing customer service to India?
Ugh I have been tricked 3 times by CONcast reps. They assure me I’ll have a certain package or price, only to be billed a completely different package and price. They lie just to get the commission of signing me to a new package. Hate these scammers, but unfortunately all the other services in my area are no better. I had a guy from Dish try to get my cc info, then hang up when I said no. His manager said he should not have even asked for my credit card.
SB6121 and 6141 always make the speed issue…what people do they connect with router and suppose to get subscribed internet speed !!!! Comcast Bandwidth support Modem/router for best result use combine device . Comcast provide Highest Internet speed.
I feel for you Peter. We have been going around and around for one week now and still do not have a phone. They ported our number before service was even set up and running. They gave us appointment days/times, but reps showed up nearly every day. The first ones did not know what they were supposed to do. The next two said they didn’t have the right equipment. The next ones put the pipe under the sidewalk and draped the cable over the wall. A couple of days later, another one came and hooked up the cable and box. They were supposed to come back yesterday, but the tech said she couldn’t reach us. (Our phone is still not hooked up, duh.) After a lengthy conversation today, we were assured everything would be hooked up and running today. No one showed by 5:00, so I called again. She wouldn’t give me any information because my son ordered the service and I couldn’t find the last 4 digits of his social security number and couldn’t reach him. My son couldn’t reach the salesperson, but found out they had changed us to self install because they had sent the self install kit a few days ago. Apparently, no one really reads the notes on the account, provided any are made. We had Comcast several years ago and cancelled because twice, we were losing more and more channels and they kept saying they were revamping their line up and we would have better service when completed. However, we eventually would wind up with only 10-12 channels and when we went down to return equipment and cancel, they gave us new DVR’s. Also, service was out and where from 1-2 hours per week to 1-2 weeks at a time and they refused to issue credit for so much as one penney. It seems they have only gone from bad to worse, but AT&T has had their last chance to fix things. We are paying them over $300 per month for pitifully slow internet, cable that goes out or freezes, one of the lights on their box stays red, sometimes two stay red and we lose signal nearly every day. When they try to fix, it improves for a little while, then goes back to problems. Right now, they are worse than ever. They also keep blocking our id when we make a call. What honest person wants that? Some people/businesses do not accept unidentified calls. I am just so sick of monopolies. They just don’t care.
How can I get cable in wast memphis
Just had an almost identical (form wise) conversation. Was trying to find out the correct bill amount, so it wouldn’t be late and I wouldn’t be over charged. The amount I was told to pay would have given me late charges. When I tried to pay the larger, posted amount, it wouldn’t process it. This is insane.
I had a Clear mobile hot spot until Sprint (or someone) bought them out and cancelled home service. Never had an issue with it, and it was as fast as Comcast. Initial install was a similar nightmare.
State AG is already suing Comcast, and I will be sending in my complaint.
Need to order another x1 Box
Three guys really think its representatives fault when they try to help you out what you guys do you say that you are represented was not helpful sometimes they go out of the limit to help you out you know just to help customers are so many representatives who are fired it’s you customers who even don’t try to understand representative point as a customer you guys don’t agree to the option they provide you think the whatever you want should be there but that is not true that can not be happen every time it’s not always representative fault it may be Comcast representatives are helpful for customer they really care we should also understand
Damn it…..that’s so much worse than the xfinity app now saying I have no service with my xfinity modem returned to the customer service center, and I’m using my own surfboard modem activated at home, and my mac address and sn entered into their computer at the center. It was used modem i bought on amazon and tied to a different account, but my internet speeds are fine …haha. take that xfinity, no more rental charge.
So who do we contact for this simular problem I’m at my wits end
I’ve had the most success reaching out via Twitter to @comcastcares – they were able to connect me with a qualified, state-side senior contact that was able to set things right. Give it a shot. The public shaming on Twitter, I believe, motivates them to act quickly. Good luck!
Deja vu….all over again. Does Comcast pay off customers who experience blatant sales bait and switches? I was told I would be receiving multiple DVR boxes. Conveniently, I received two basic set top boxes and when I called to inform Comcast, the rep read verbatim the notes from my prior call and it was pure fiction. This thread seems like an attorney’s gold mine…..
He should have asked for a refund. He was a smart guy. This happened to me and worse I’m prepared to contact hq and get the 1st person to get up contact the manager have him call highest in charge and handle a law suit.
They’re saying PA is an and or state and they need to refund me my money. Plus I get 56mps down in my area they promote.
I’m prepared to take this as far as I need to till I’m satisfied
Also all the People in my town who are being ripped off I want them refunded as well.
This made me see the lies I’m being sold.
Proud of you Peter
No way. I would have called at this point and would have gone balistic. We just had an issue with them recently. Our service dropped every 20 minutes, 24/7. They got here, didn’t even touch the modem, just did signal tests from the outlet to the basement, then basement to the hub. Said signal is good.
I had even said that I logged into the modem and could see in the logs that every time we got kicked for those 5 minutes (every 20 minutes), it was showing that the router got a new ip, it was always the same ip. Also had a 3 to 5 digit number in brackets right before it (port numbers?). Still, he didn’t touch the modem. Wtf? So after he left, guess what, still getting kicked.
I moved the modem to a different room, still getting kicked.
Finally I logged into the modem and did a factory reset and poof, issues gone. Flipped back to bridge mode (have my own router) and problem went away. $60 charge on my bill. Once fiber is available I am done with them!
Well yes Comcast sucks BUT peter, you made several mistakes. The biggest one is YOU misleading the reps! YOU did NOT specify that you were connecting wirelessly! YOU claim to be an IT professional you sh ould have KNOWN that in order to maximize your down/up it needed to be hard wired! YOU are majorly to blame for this being harder than it should have been. Peter, people like you suck.
I was connected directly to the router, not wirelessly.