Complain about a product or service

Comcast High-Speed Internet
Installation Problems

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Paul of Walker LA (11/18/04):
I scheduled installation of an internet cable from Cox Communication for November 18 to be completed between the hour of 3:00pm - 5:00pm. Technican James B, employee of PRM, a company contracted by Cox Cable, arrived approximately 4:20pm to install the cable. However, after observation of the proposed site of installation, he stated he could not perform the contracted work because my ceiling was greater than eight (8) feet tall. The ceiling is ten (10) feet. At the time of the order, I was informed that if the installation was not an exterior wall, there would be an additional charge to "fish" the wire. Approximately $55.00. However, I was not told by the representative at the time of order that the height of the ceiling would prevent the contracted work from being completed. What modern house being built today has eight (8) foot ceilings?

I scheduled a day off work to be home for the installation. Although my scheduled time was 3pm - 5pm, I was told that if the technican finished early on another job he may call to complete my job order prior to the scheduled time. While the technician was still at my home, I called Cox Communication to complain of the problem. They were also amazed at the fact the ceiling had a limitation for installation from the PRM Company. How many other future potential clients of Cox Communication are disatisfied with this type of service?

Marci of Commerce Twp, MI (5/31/04):
I had cable modem installed at my home over a year ago. I cannot get the cable company to bury the cable wire. I was told by them that it was too costly and that it would not be buried. Now I have this wire running across my yard, a live wire, where children play. as well as my dog that likes to chew on it. I am paying for services and they are not ful filling the obligations.

Damage Resulting: A terrible-looking orange wire running across my property, that I am concerened my children or other neighbor children are playing with.

Regina of Fort Myers FL (1/16/04):
I contacted a service representative about internet service after checking the web site and finding out that my area is servicable. The cable is on the pole at the left hand corner of my property. They sent a tech out to hook up my service and he said it was too far for him to run and he would have to send out someone else. I waited for over 2 weeks before calling them back since I did not hear from them. I was told that the cable would have to run in the same way as my power it was going to cost me $2800.00 to have the cable installed.

I then received flyers from them for free connection in servicable areas. Sorry but that doesen't apply to you is the answer I got to those. I even offered to have the cable ran by a subcontracter they were still going to charge me $2800.00 just to turn on the service if I did that.I even called the corporate office who said I am a servicable area and I had the flyer for free conection but that still does not apply to me. I have been fighting with this company for almost a year now. The flyers that I received came in my name to my address.

Kevin of Fords NJ (11/1/02):
Comcast has been overbilling me for a year on cable modem service since Aug, 2001. Made so many phone calls but they never correct it. The last phone call in Aug 2002 is the first time in a year they asked for proof that I returned the equipments. I spent lots of time and finally found the receipt and faxed back. (Dated 8/25/2001 as the date of returning the equipment) It is Nov 1st and still NO ANSWER!! Why a company this big keep robbing me for a little $50 monthly cable modem service fee for a year.

Michael of Detroit writes (6/25/01)
I ordered cable Internet service from Comcast on May 2nd. I knew I would be one of the first people in my market to get the service because it had not been available previously. I was sent a self installation kit as I requested, but then received a call saying that Self installation was not supported in Detroit, and I'd need an appointment to have an installer come out.

That installer never showed. I called the national call center (the only number provided) and they said I should be able to go ahead and set up the Self installation kit. Of course it didn't work. After several hours on the phone and another technician no-show, it was decided that I would have to start over and have an appointment for another installer, this was at the end of May.

That installer showed up, but was unable to get the service working, because he was not qualified to go up on the pole outside my house and fix the problem there, they'd have to send an engineer. Only they can't schedule an appointment for an engineer, and they never can tell you if that person has come out or not. I called to cancel in Mid june, but the person I talked to assured me he could send someone out to take care of my problem that week. Of course that person never showed up.

So I promptly cancelled my service that day. Then I finally got a call from someone who actually works for Comcast in Detroit. He told me I never should have been sold a modem in the beginning of May, and that they are still going through detroit upgrading the equipment in some neighborhoods. Why doesn't anyone selling the modems know this? Why have they wasted ao much of my time? There's not one person at Comcast that has any clue what anyone else is doing. The national call center, which is where all calls for technical assistance are directed, is completely useless. They don't knoe what's going on in most local areas. Unfortunately for me, like many others, Comcast is the only choice for cable internet in my area.

Renee of Philadelphia (6/7/01):
I ordered cable internet service from Comcast Cable in December. We received our self installation kit, but were never able to get it set up properly. After several attempts at installing it, we basically gave up, no longer interested in the service. Admittedly, we were lax about having the service officially shut off. But since we never actually received service, we didn't think that we would be charged for the service.

When we called to get the service shut off and to get reimbursed for the months of service that we had been charged for yet never received, we were told that we would be reimbursed as soon as we turned in the modem. We did that, but still continued to be charged for service. It seems that everyone we spoke to tried to shuffle us off to someone else. Either that, or they would get very secretive about information. One supervisor told me that he was not allowed to give me the number of the billing department so that I could resolve my problem.

I do not want to pay for something that I never received. Finally, I after faxing copies of the modem return receipt (to no avail) and being kept on hold for about 4 hours, I have gotten them to reimburse me for the months since the modem was returned. But I still can not receive compensation for the two months that we had the modem but never had service. I am willing to pay for the modem rental fee, but I do not want to pay $100 dollars for internet service that I never received.

Mostly, it has been an incredibly frustrating hassle to try and hunt down someone who can help me. Since Comcast has a monopoly on Philadelpia's cable market, I can see why they wouldn't bother giving good customer service. I really hate the thought of a company structured around ripping off their clients and making themselves extremely unavailable.

Renee should complain in writing to the Philadelphia city agency that licenses Comcast.

Brandon of Indianapolis writes:
I ordered a cable modem through Comcast the last week of June. The first appointment, they no showed; the second appointment, the hardware installer got confused about something and couldn't install the modem. They no showed the third appointment. The fourth appointment they installed the hardware and then told me to schedule an appointment with the software installer.

They tried to give me a mid August appointment. I told them that either it get installed this week (week of July 23-29) or forget about it. So they scheduled an appointment for the 29th and no showed.

Then I arranged to pick up the software and install it myself. After installing it, I found out that they didn't install a ethernet card or provide one which is supposed to come at no charge to the consumer. I offered to pick one up and install it myself, but they declined. Now they want me to schedule a 6th appointment. I am so tired of them pushing me around. Since I am forced to do cable through Comcast, there isn't a whole lot to do and they seem to be taking advantage of that. Can you help me on this?

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