I have a strong hatred for comcast

[LuckyTaxi]

Rather lenghtly, here goes ...

So my cable/internet was out this morning. I called and they said there wasn't any known outages so she had me power cycle my cable box. Mine you I did it 2x but she insisted that I do it while she's on the phone. So I finally said that they need to send a service tech out soon cuz I'm on call and I work from home a lot. She said the next available date would be two weeks from now. I pressed her and she said she couldnt help me. During all this, she told me she'll send a signal and I should see results in 30 mins or less.

So, I called back 10 mins later, I usually get a favorable answer if I call back and get a different person. Boy was I wrong. This time a guy made me go through the same steps again but I stopped him and told him I did this 10x already, just send someone out. He went on and told me there's something wrong inside my apartment, and I told the moron, there's nothing wrong. All the wires look right and no loose connections or anything. He insisted he didnt see anything wrong @ the feed and that maybe I had bad wiring inside my apartment.

I had enough so I called my buddy who works as a comcast tech but he works in another area. He made me pressed a whole slew of buttons to get to this special screen. He made me read this one line and immediately he said someone disconnected my connection at the main feed coming into my apartment building. Pissed off I called back and got a nice lady. I stopped her dead in her tracks before she told me to power cycle my box AGAIN. I told her I went to this menu and read her the number my friend told me to tell her and she asked for me to hold on. Came back 10 seconds later and told me they'll send a tech out immediately.

Apparently some a tech disconnected my feed while installing new service for a new tenant in the building. Morale of the story? Comcast customer service reps are morons. if they keep telling you to wait 30mins while they send a "signal" over, they're lying. Signals come over your line immediately, so if it didnt work, there's something wrong with your connection, whether it's inside or outside!

Cliff -

1 - read it damnit
2 - Comcast sucks
3 - comcast sucks
4 - comcast lied and wouldnt get off their butt
5 - comcast suck

 

[HannibalX]

Yeah, that fucking sucks man. I have had the same thing happen to me several times. I don't know what causes these toolbags to disconnect my wire while they are plugging someone else's wire in.

I have Charter cable now and so far so good. We did have a DNS outage a week or so ago and I couldn't resolve half the web sites I normally go to. They had the DNS issue fixed by the end of the day though.

 

[Farang]

Hi, I'm a former Comcast high-speed internet phone rep.

We have you power cycle your modem because 99% of the time this is the problem. Everyone says they did that already, but they 99% of the time did it incorrectly and doing it step-by-step over the phone will fix the problem.

Everybody wants a tech instantly. Techs cost $100 a pop to send out so we're not to eager to throw you one when, as mentioned before, 99% of the issues we get can be resolved over the phone.

Now in this case your reps made a mistake because they should have seen no signal coming from your modem which is an almost instant tech-send situation. Something must have been wrong with their system if the rep said he saw a connection when there wasn't one, one common reason for this is the number you called on is on another account which is connected and which the rep mistakingly thinks you're using (he/she should always confirm this though). In this case it sounds as if the rep was a victim of system error just as much as you were.

Why were they able to send one out immediately? A certain amount of slots are saved for when Comcast fucks up and needs to fix it right away. You got sent to a higher up who gave you one after realizing the mistake. The previous rep was telling the truth, they are simply not allowed to give you a time slot sooner (the system they use won't allow them to schedule it).

 

[HannibalX]

Why were they able to send one out immediately? A certain amount of slots are saved for when Comcast fucks up and needs to fix it right away.

If that's true then you need more people on standby.

 

[ja1484]

A bad customer service experience with a major corporation? Surely you jest!

 

[Farang]

btw I'm not saying Comcast is perfect, after I quit my ex-gf stopped paying her cable bills and they had my phone number for her, and started calling me nonstop. When I called to have them remove my number, they told me (in a bitchy attitude) that they aren't allowed to make a change to her account without her permission. This while I'm talking to her on the same number they have, telling them my name is Farang and her name is, let's say Lucy, and they need to stop calling me about her bills.

 

[LuckyTaxi]

Farang - Yea, not all techs are clueless. What I found out was that by pressing the button for "internet repair" I get a more knowledgeable CS than pressing the button for troubleshooting my cable box.

How many ways can you power cycle a modem? You unplug wait 30 seconds and plug it back in. Also, it pisses me off when they tell me they've sent a signal and i should see something in 30 mins or so.
They can shut off your service with the push of a button, dont tell me it takes 30mins for a signal to get to my box.

Oh and in regards to the box, I wasnt demanding one the same day. I asked for one sooner, like the next day. I knew something didnt add up cuz things were working fine and something had to be wrong on their end.
They told me there were no outages yet my cable/internet was down and no one else was? Something sounded fishy. Thank god for my friend who saved the day.

But you know what though, it's better than verizon. I swear the outsourcing sucks and i can't get them to understand what i tell them.

 

[Farang]

Yes always call internet repair, if you don't do that you're asking for trouble. People think they can plug the router in before the modem, or just power cycle the router, or just the modem, or all kinds of crazy combinations that can cause problems. It is simple phone tech strategy to start simple and move to more complicated, trying to start granny out with ipconfig /all is going to waste many hours of manpower and when you call we have to assume you're granny (you wouldn't believe how many guys who sound like know-it-alls end up being complete dolts!)

I think most of your complaint is warranted except for the power cycling, I hated when you stupid customers bitched at me about how you already did it

 

[LuckyTaxi]

Originally posted by: Farang
Yes always call internet repair, if you don't do that you're asking for trouble. People think they can plug the router in before the modem, or just power cycle the router, or just the modem, or all kinds of crazy combinations that can cause problems. It is simple phone tech strategy to start simple and move to more complicated, trying to start granny out with ipconfig /all is going to waste many hours of manpower and when you call we have to assume you're granny (you wouldn't believe how many guys who sound like know-it-alls end up being complete dolts!)

hehe, yea i understand, usually i just start using jargons they havent heard of and they just stopped there and then. I actually had a tech come out when i first moved into my first apartment and i set up the internet myself, after he ran the lines. poor guy thanked me so much cuz he was in and out in less than 15 minutes.

the toughest part is dealing with female CS. either they dont care about your issue enough to actually escalate it or ignore everything you've told them. so explain to me what that whole "im sending a signal over, give it time..." is all about. we know that isnt true.

i recall living in my previous house that i rented and the guy left our house after installing our cable. said to give it another 30 minutes before it comes through. sure enough an hr went by and the moron forgot to remove the trap from the pole. i wasnt pissed, just laughed at his stupidity. the funny part was my buddy (who worked for comcast) stopped by and the comcast guy came back. boy did my buddy drilled him. contractors suck compared to real comcast tech!

 

[tylerdustin2008]

I hate them with passion as well.

Our modem would dies like every hour. We could just unplug it and it would work just fine. We would call them up and ask for someone to come and look at it, they said there was nothing wrong with it. That the signal to the box was very strong. I got an HDTV, and the HD stations were blurry, and I did not get all of the stations. SO they finally sent someone out to fix that, I asked him to have a look at the internet. He done somethings, we outside to the box, there was about 10 splitters going to our apartment. He took those all out and it works better now.... Only goes out about 3 times a day now.

Oh and those FUCKERS always mess up out bill, every month there is an extra stupid fee. Our last bill we had a modem installation fee... we have had our modem for over a year now.

And........ We were trying to pay out bill over the phone yesterday via the automated system. The damn thing put us on hold.....

Theres my rant. I hate them sooo much Adelphia was so much better, but comcast had to buy them out where I am at.

 

[LuckyTaxi]

yea i keep all my bills now. i cant tell u how many times they said i owe a balance from a previous month when i havent. oh and making changes to your service sucks big time. their prorated system is so fvckin dumb. i end up paying more cuz they cant add or subtract.

 

[Manuwell]

Comcast sucks but it's the only thing I can get at my place right now.
Please FIOS TV, come to my place :brokenheart:

Their CS is 95% crap. I got someone smart AND polite only once !

That lady told me that it was possible to get a tech at my place on saturdays and even sundays (as long as there are time slots available) so that I don't have to take half-days off during the week, thing that has always been denied with other reps (about half a dozen times in 4 years).

Unfortunately, after the tech stopped by and fixed everything (the problem was, as usual, outside of my apartment), I got a bill for $24.70 + tax because "I ASKED for a tech inside my place" and I don't have a service-contract with comcast. Boullcrap ! I just asked to get the cable TV working (which is what I'm paying for)

I called the CS and the bitc# I got on the phone made me lose my temper, she was rude and had that attitude that just makes me want to kick her in the face (and everywhere else). I demanded to talk to her supervisor, she asked me to say what my concern was(I assume she recorded it) and told me somebody will get back to me asap. It was one week ago and I'm still waiting.

Needless to say that all the bills are always paid in a timely manner with good money, even when we're out of any Internet/TV for days.

I wish her (and all her fellow crappy reps) a really bad year and eventually to DIAFF :evil:

To everyone else, Happy New Year :beer:

 

[shortylickens]

I dont wanna sound like the biggest loser here but they've been great to me.
Never had any issues (unlike MediaCom) and the speed is excellent.
They're a little expensive but the good service is worth it.

 

[LikeLinus]

Originally posted by: shortylickens
I dont wanna sound like the biggest loser here but they've been great to me.
Never had any issues (unlike MediaCom) and the speed is excellent.
They're a little expensive but the good service is worth it.

Wait till you actually have a problem. That is when you'll have to deal with their lying crappy CS department. I had them flat out lie to me for 2 months because they overloaded my node and my speeds were dropping to 200kb!

Then I cancelled my Comcast Cable for DirecTV in March and they continued charging me $150 for 6 months! My bill was almost a thousand dollars before I finally got them to stop.

So finally that stopped, then all the sudden I was getting billed $9.99 for an "install fee" for cutting my service off. I called, they credited my account. I get a bill the next month with the credit and then ANOTHER charge. Three freaking times/months that happened. Wanna know why they couldn't fix it? It was an unknown billing code and all 6 or so CS people I talked to couldn't figure out what the code was, all they could do was credit my account. I don't know how it got fixed after 3 months...but it did.

Those people are so fucked up in their billing and CS department it's freaking retarded.

 

[daveymark]

this is why I use Best Buy's Geek Squad service - they're more reliable and can get out sooner than the comcast tech

 

[altonb1]

Originally posted by: daveymark
this is why I use Best Buy's Geek Squad service - they're more reliable and can get out sooner than the comcast tech

You ARE kidding, right?

 

[Reckoner]

Originally posted by: daveymark
this is why I use Best Buy's Geek Squad service - they're more reliable and can get out sooner than the comcast tech

I honestly laughed out loud when I read this. Thanks! :laugh:

 

[LuckyTaxi]

Originally posted by: daveymark
this is why I use Best Buy's Geek Squad service - they're more reliable and can get out sooner than the comcast tech

Didnt 60 min run an episode about these losers the other night? i feel so bad for the folks who lug in their desktops to my local best buy!