Complain about a product or service

Comcast Local Phone Service

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Mary of Laurel, MD June 11, 2009

I switched my AT&T phone service to a Comcast digital bundle in February 2008. My phone number would work for a day or so and then stop. this went on for well over a month. I also realized that while comcast was charging me for their phone service, AT&T was charging me as well. This lasted until mid-June 2008. AT&T tells me that they were not notified by comcast until mid June 2008. I have spoken to comcast by phone several times regarding this matter as well as emailed them several times. I get the standard instance response that it will be forwarded to the correct department and investigated. Of course no one ever emails me back.

Eric of Mahopac, NY June 2, 2009

In September of 2008 we received a certified letter stating we need to upgrade our phone service through Comcast. I called and scheduled an appointment to have this service done. The days available were only weekdays. The day I was scheduled I took off of work and nobody showed. The next day I called comcast and was advised that the truck broke down. I understood allthough upset nobody had called me to advise. So I proceeded to re-schedule to another weekday. Again nobody showed up even though I called and confirmed my appointment that morning.

When I called at days end I was apologized to several times, as they claimed the drivers had the schedules mixed up. So now they wanted me to take a 3rd day off, I explained I could not do that they would have to re-schedule for a weekend. At 1st they told me they could not schedule week-ends. Then after speaking with a manager she apologized and did in fact schedule theat next Saturday. That Saturday morning we got an automated call confirming our appointment for the following Monday.

At this point my wife an I are thinking this cant be real. I call the office only to hear the manager is not there and their is no way they scheduled me for a Saturday.I leave my name and number and ask for that manager to call me back. This call never came. Now this was all back in September and October. At this point as my service was working fine, I decided if Comcast had a problem they would reach out to me enough time wasted. Well 6 months went by with no issues, I received regular bills, with no problems. In April I called Comcast as I was looking to lower some of my payments, and saw an advertisement for 19.00 for each phone and internet for Comcast, yet I was paying a combined 100.00 per month (this included taxes).

When I 1st called I got a very pleasant associate on the phone, who explained yes I was in fact paying too much, she went ahead and gave me the special promotional rate. I was very please (no word of any other issues) and hung up. I proceeded to get bills and a credit for that month, again no mention of any problems. On Wednesday May 19th all of the sudden at 4PM my daughter tells me she cannot make any phone calls. I try and get a message stating you cannot place calls from this number. I then try to call my home number (that I have had for 9 years) and it the message states this phone cannot take incoming calls. I proceed to callComcast and am told that after they spoke with me several times that my service has been cancelled as of April 13th. I advise the gentleman he must have my account mixed up as I was on the phone as late as that morning. He claims no he is correct I have not had phone service since April, and here is the kicker if I wanted new phone service as I was not available when they came out to upgrade, I would have to wait 7 business days. After that 7 days they would issue me a new number as my number is no longer good, as I did not upgrade my service. At this point I cannot believe my ears. Over the course of the next few days I was completely given the runaround by everyone from a customer service rep, to the Manager of the executive customer care center in Berlin Ct. After I had no phone for 1 week, I decided to call Verizon to get service through them. This was done on May 24th they in fact were able to retrieve my old phone number. They set me up for an appointment on June 1st. Well unfortunately June 1st came and Verizon called me to state that Comcast refuses to give them my number (even though I had called Verizon (specifically Rose Criscuolo Manager) and advised her that this was the service that I needed. So again on June 1st I still have no phone. Today June 2nd I have called Verizon to see if they were able to rectify with Comcast and have my number ported to them, and again they stated (as they called comcast while I was on the phone) that comcast refused to release the number. Bottom-line now going on 2 weeks without a phone, kids in my house an elderly father and due to comcast unbelievable unprofessionalism and complete lack of customer service. I am basically being held hostage by comcast. I honestly have my hands tied due to this company.

Ed of oakland, CA May 22, 2009

My story is about outright corporate theft! We cancelled our Comcast digital voice account by phone on March 10th 2009, and returned the hardware March 24 2009 to the Hayward California facility. We have the receipt. Despite this cancellation Comcast continued to bill us for the Digital Voice service on the April statement. We contacted Comcast by phone May 9th and was assured the account would be cancelled, the amount in question would be credited and a supervisor would call to confirm. You can probably guess what happened next: we received no call from a supervisor, and the account was once again billed on the May statement. We contacted Comcast on 5/21 and talked to 4 representatives, the last was a supervisor who said he couldn't help us. Each of the reps we talked to referred us to the cancellation department, which of course you cannot dial directly, so we were transferred telephonically and then were forced to sit in call hold hell for a total of nearly an hour. Each time we were disconnected without ever talking to a rep. I suppose that when the June bill comes we will still be billed for digital voice service we no longer receive. Because we pay by an automatic debit from our checking account, Comcast is, in essence, helping themselves to 50.00 of our money every month while refusing to rectify the situation. Taking money from someone without providing anything of value in return is theft, which is a crime whether it's an individual who perpetrates it or a massive soulless corporation. We posted a letter to the corporate VP of customer support at Comcast. Because there is little in the way of any real competition, we are still Comcast cable TV subscribers. Our next move would be to cancel the automatic debit bill payment from our checking account. We certainly learned our lesson there. Comcast has been basically stealing around 50.00 a month from us. We have taken efforts to stop this, but the behavior continues. Comcast would have me arrested and take steps to ruin my credit rating if I tried pulling a similar stunt on them. I say "we" throughout this missive, but it was basically my wife who was pursuing this. She is a customer support manager for a small health technology firm and knows the ins and outs of how customer support works. She insisted on handling this in the belief that a calm, cool and professional approach would get results. She made all the calls as if she were dealing with a company that took customer support seriously (like her company does). After the last contact with Comcast she was nearly in tears. So now I'm trying to take care of this. I am not nearly as controlled and businesslike about things like this as she is. If I have to call Comcast, someone's ears are going to get blown off.

michelle of indianapolis, IN May 5, 2009

i went to walmart ordered comcast basic cable phone and internet service for 49.99 a month no installation charges, well they never showed up gave me a number didnt work, so i call comcast they say well we have offer you a different deal for twice the price and 79 dollars install fees, Its a scam they have you order a great deal through one man he is a no show and you call them then they offer you same thing for twice the price and install fees, A SCAM

I had my phone and internet turned off because was expecting their services so now i have to find other providers and reorder all over and go without phone and internet until i find one, not fair huh? hope i dont have to call 911 inbetween times

Charles G Curtis of Round Lake Heights, IL April 13, 2009

On 3/30/09 I was to have phone and Internet installed between (8-10), Tech was a no show, Called and was told tech would be there at 1pm, no show. Called back to Tech directly and he was still on a job, he had Julie call Manager to apologize and ask if we still wanted service I explained that I had missed a days work and had been on the cell phone all day. She told me that even though they showed a modification in the system showing an all day install, I explained to her the order and gave her adams name and she assured me that tech would be there. NO SHOW.

I called back spoke with Kidran in Lubbuck TX, employee #100331994 , she advised me that she spoke with service ept, a sup there siad tech would still come at 7pm and to not pay the tech 98.95, that I would receive it as a credit, on 4/13/09 I get a bill for 104.00 and called and spoke to another sup who showed no record of credit, and the employee number I gave she said was bogus.She then tried to give me a 25.oo credit and refused to get me to lubbock call center

Loss of wages, Use of Day time charges on cell phone, repremand at work.

Saeed of Danville, CA March 26, 2009

I am writing to complain about poor service quality I am experiencing with Comcast. I moved to an apartment and ordered Comcast Internet,cable, and telephone package, which was installed as promised on 3/14. The trouble started when I asked to port over the phone number I had with AT&T. After Several calls to Comcast, and hearing different stories as of now; 3/26 I still have no telephone service; the phone I got from Comcast doesn't work (you get a recording This number is not in Service), and T&T is disconnected.

This is a summary of what Comcast operators have been telling me: - It will take 5 business days to transfer the number (3/16) - I was told my AT&T number was passed to Comcast on 3/21 when called on 3/23 - Called on 3/24 to follow up why phone was not working. I was told It normally takes 1 month or two to transfer the number (Was told by a supervisor after getting no help from operator, on 3/23) When I told him that the number is already transferred he suggested me to call local Comcast office and after a long hold he gave me the phone number I had contacted comcast for trouble reporting.

Matthew of Gainesville, VA March 23, 2009

Ok, I'm not 1 hour 16 minutes into call to Comcrap cust service. Switched on MArch 15th, 2009 to get hi speed internet and a reasonably priced home phone system. long story short - they f-ed up porting of old number, and thus it took tech on March 15th FOUR hours to install phone service with both he and I! being on hold with various aspects of Comcast. Now, it seems that they're not done with me! Now they're attempting to port the number ANYWAY, which I told them to forget about! So now, I have NO PHONE service. Idiots. Update soon!

So far, about 15 hours of dealing with COmcast issues.

Robin of Tamarac, FL March 22, 2009

My phone service is always going out. I have to csll so that Comcast can reset it. My biggest issue is my Mom has Lifelive with my home number being 1st call. How can they reach me if they can not get throgh. I plan on dumping Comcast for fear of not getting to my Mom fast enough.

Michael of Windsor, CT March 3, 2009

Our Comcast Digital Phone Service goes out regularly in the middle of the night. Normally, that would have minimal impact, since we're sleeping. The problem, is that the house alarm is tied to the phone line, so when the phone line goes out, the alarm goes off. So, I've been up since 3am this morning because the phone line when down, and the alarm went off. This happens at least twice a month.

Casey of Knoxville, TN February 23, 2009

signed agreement to switch from local phone company to Comcast along with internet services for my business, we agreed to a date to start service, this date was critcal due to the fact that my office was moving locations and we host our e-mail in house also our lease on the rental property was expiring within days. On moving day Comcast rep's were a no show, numerous calls resulting in mixed responses, esspecially since Comcast uses a contractor to do the install a company call C.T.I.S.

I finally got ahold of my sales rep around 1pm, she admitted that she had just got to the office even though i had been calling since 8am (and the day before with no answer). She told me she would check into it. By this point I called CTIS to complain and get some answers. I was met with much opposition from comcast and its installers and finally told that my new service date was 5 days later then what i had agreed to, which was unacceptable, after pressuring comcast for more information i was told that nothing could be done.

I have since complained further to Comcast and asked for compensation for my losses due to that i will have to work in multiple locations and pay movers twice, and pay my previous landlord for any days that run over our lease. So far Comcast has offered my company zero information on how to make it right. Thankfully I have not paid them a dime todate, and have already considered using a different company.

Losses due to expenses incurred for moving equipment, and paying employees to work in multiple locations due to lack of resources. Revenue lost from customers not being able to contact me easily and giving up. Pain and Suffering. estimated fiscal loss of 5000 - 15000

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