Thursday, February 26th, 2009 at 10:03 pm in Comcast.
Today, I was emailing with a friend while she was on the phone with Comcast, trying to re-establish internet connectivity. She wrote, “51 minutes and 46 seconds and still on.” Later, I asked her how it had been resolved and she wrote, “After over an hour I got an appointment with a tech to come to my house. Oh, but first I had to buy insurance for a dollar a month so I wouldn’t be charged for the service call. The waiting wouldn’t be so bad if I was actually being told how to take action, but the operator was just reading a manual and put me on hold over a dozen times. Ridiculous.”
Since no one at Comcast is willing to listen to my complaint, I must turn to the newspaper to vent. I was an Alameda P&T customer and switched to Comcast in December. Two technicians came to my home and in an hour-and-a-half, I was all set up with Comcast TV and Internet service. I called Comcast the next day and arranged for my AP&T account to be closed and the new Comcast account to be opened.
I opted for my credit card to be billed each month and gave the necessary information. A couple of weeks went by, and then I started receiving dunning notices in the mail and robo phone calls telling me to call Comcast immediately. When I did so (seven different times), I was told to ignore the letters and calls and that all was in order with my account.
Then last week Comcast shut off my service for nonpayment of my bill! When I called again and got matters straightened out, I was offered many apologies for their error, and was told my service would be restored, but not for 48 hours. I hit the roof! I demanded to talk to a supervisor or manager and to have my service restored immediately. I was put on hold, and after a minute or so, I was advised that the supervisor was busy with another customer (I’ll bet), and that my service would be restored in 5 to 10 minutes.
Well, that’s all fine and good, except I have a wireless network in my home, and both my modem and router had to be rebooted. After another hour on the phone with Comcast and their tech support in Utah, my system was again up and running.
I cannot believe a large corporation like Comcast can get away with treating its customers so poorly and does such a poor job of processing their accounts. And they want me to switch to their phone service? That’ll be the day!
Has anyone had a positive Comcast transition they can report on? My own Comcast experience has not been so bad since I have taken to emailing the Comcast PR guy who has posted comments on this blog whenever I run into trouble. For example, earlier this week, I was unable to send email. I could receive, but not send. When I talked to the tech guy, I learned that my outgoing port number needed to be 587. Who knew? How would I have known? They said they sent out an email to that effect, but there is nothing in my inbox.