Complain about a product or service

Comcast Internet Service

• Bandwidth limits • Installation • Peer-to-peer networks • Pricing • Reliability • Speed • Spam blocking --- News • Comcast Blocks Subscribers From Some Services • Comcast Cuts Off Heavy Internet Users --- •Cable TV •Telephone Service

It's a brave new world, all right -- with cable companies trying to provide cable TV, Internet and telephone service. You have to be pretty brave to actually rely on any of these, as the complaints in this section indicate.

Cable companies have acquired a reputation for being prone to blunders, but for pure disaster it's hard to beat Marc's tale of woe. And Comcast Internet has developed some nasty little habits -- like blocking home networks.

Some more recent complaints ...

Robert of Hastings, MN August 7, 2009

We have had Comcast cable, internet and phone service for the last few years. We have had many many technicians out here to fix the problems. Guess what? We are still having problems. As I type this I am on hold with Comcast right now on my cell phone. We have no service that stays on. Keeps going off and on, up and down, whatever you want to call it. I have a very ill husband, a daughter with on-line college classes, and she is getting behind on those.

I made a payment by check and Comcast took 2 payments out of my checking account and paid someone else's bill. I have used many minutes on my cell phone. I have spoke with supervisors today and still nothing gained. I had to cancel an appointment today because of waiting and being constantly put on hold on the phone. And the topper of it all, they tell me they can only give us 2 weeks of credit! What a joke!!!!!!!

And.....I have to deal with the bank myself. Now.....what is going to be done about this? I am contacting the Attorney General's office, the Better Business Bureau, writing a letter to the St. Paul Pioneer Press, the Minneapolis Tribune and smaller surrounding towns newspapers. I will go on the Internet and find as many places as I can to complain about this. I want to be reimbursed for all of this we have gone through all because of your company. The phone may not even work if our Comcast is down!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Nicole of north plainfield , NJ August 7, 2009

Hello, I have been talking with comast reps.. for almost 2 weeks now. I have them as my service with phone,int,tv. Now do to finical problems I can't pay the bill. So I wanted to cancell the service because it has only been 3 1/3 mon and one mounth of 30 day cancel of service. I have nothing but problems wth the sevice since they instolled it. They have been nothing but nasty & get annoyed when i speck with them. They said that to cancel the service it will cost me 8,000 this is crazy. PLEASE HELP ME THANKS

Katie of Alexandria, VA July 21, 2009

I moved into a basement apartment in a row house and needed to set-up Internet. I contact Comcast, as there was still equipment in the basement from Comcast from the last resident. They were initially unable to understand that it was a basement apartment in a private home, not an apartment building. After putting my on hold repeatedly, they told me to ask my landlord if I could be part of their account. I did and my landlord prefers separate accounts, as the apartment is completely separate.

I called Comcast back and it took half an hour to explain to Pontsho (who did genuinely try to help me, but had to continually put my on hold to ask her supervisor) that I live in a basement apartment and need to just reactivate the same service that someone else had been using for the last year. Finally they told me the only way that they could recognize a separate apartment at the same physical address was if I faxed over a copy of something that had been mailed to me, so that they could see that the Post Office accepted the address. It was Friday, I couldn't fax until Monday, so I had to wait. In the meantime Pontsho even called me back to check the progress of faxing, as she did want to help me and was making a real effort.

Monday I faxed several bills etc that showed my address, as accepted by the Post Office. I called 4 hours later, as they had not contacted me, and had to explain the entire situation over again to Neil. He again told me that they no longer offer separate accounts at the same physical address, to which I replied that that was why Comcast had requested that I fax the information. After being put on hold repeatedly and told the same thing over and over, I told Neil that I wanted to speak with a Supervisor. He tried to convince me not to, but I insisted. He put me on hold several more times, then told me that all the supervisors were busy and that if I wanted to talk to one, I could get a "ticket number" and they would call me back by the end of the day. It was 8:15pm. If they had not been able to give me any service, they should have told me immediately. Apparently no one knows what their true policies are and there is no consistency. Every time I have tried to get Comcast in the past, there have been similar issues. I will not be a Comcast customer again.

Vahid of Moraga, CA July 18, 2009

I relocate about 1 month ago, since I relocate, I had nightmare experience with Comcast. I have all my services with them ,Phone,Internet and Cable services. For 4 days, I had no services at all I had 4 times Technicians at my house and for each visit, I lost a day of work and Income, then they connect cable it takes 3 weeks to make working for 1 day but this time I lost all my e-mail accounts with saved mail, address book and all valuable memories. and for 6 days I couldn't send or receive E-mail now they creat new account for me .However, I lost all the data, I had saved in Comcast. and this is a nightmare.

Anna of Fairfax, CA July 9, 2009

my Internet service went out on June 28. it came back on briefly June 29. I called and reported it on June 30. I have a home office and I was unable to work with out Internet. I was told that Comcast could not come out until July 2. Comcast came out reviewed the wiring in my house, and said that the problem was up at the street at the poll. The technician told me that he would report the problem and someone would be out that afternoon to fix it.

The next morning, July 3, I still had no service. I called and I was told that no one was scheduled to come out and that they couldn't come out until later that week. I pay the man to help me because I have a home office and couldn't work. He found someone to come out between one and 5 PM on July 3. I waited and 5/4/30 called Comcast and was told that they would still be there by five o'clock. At 540 I called Comcast and I was told, they couldn't get there until 6:45 PM.

I was very upset because July 3 was a holiday and my day off from work and I had spent it waiting for Comcast to show up. I asked them to come Saturday morning at 10 AM instead. Comcast came on July 4 and fixed the Internet up at the street. I called Comcast today to complain about the service I had received. I was told that they would give me a credit of 10.71 for my loss of internet service for the week.

I asked to speak to this person's manager. after being put on hold for 20 minutes, C. Phillips came on the line. She told me that she could give me 10.71 of credit for Internet service. When I said that was not enough for the pain and suffering, loss of income and various inconveniences of spending hours and hours of time on the phone, she said she would give me a credit of 27.99 for one of the service calls. I was shocked.

I asked her if she meant that I had to pay for this service calls of Comcast coming out to fix their equipment. She said yes I had been charged for to service calls at 27.99 each and she was willing to give me a credit for one of them. When I insisted that that was not adequate she agreed to credit me for both service calls because it was Comcast equipment that was at fault.

I lost a week's worth of work and hours of time dealing with Comcast. They made no effort to compensate me for my time, energy, and loss of income. They were unfriendly, uncooperative, and unwilling to offer decent, honest service. I believe they should have serviced their equipment immediately the day I called. And if they couldn't do it, they should have called me and let me know that they can't make it on time.

I lost approximately 2000 worth of income for the week, I had to buy airline tickets for my son at 351 instead of 178 over the Internet and emotionally I am completely distraught and frustrated.

Renee of Detroit, MI July 7, 2009

I only purchased high-speed internet through Comcast, but decided to bundle with another company. They cancelled the account and mailed a box to me so that I could return the modem. The box did not come with further instructions, just the UPS return label. I placed the moden in the box and took it to the UPS store on April 1, 2009. I received a bill for 66 shortly after, but the rep assured me that the charges would drop off once the modem was returned. A few weeks later, I got another bill so I called and the rep asked when I had mailed the package and what the tracking number was. I did not have it on me at the time, so he told me to call back and provide it. I did the next business day, but this rep said, "We don't need the tracking number; we got it already because we gave it to you!" She assured me that the charge woould be adjusted off once the box was scanned.

The next month, I received another bill from Comcast AND a collections letter from a company they hired regarding the 66. I called Comcast on 6/6/09, and the rep told me to go to my nearest customer center and give them the receipt. I did that, but the rep at the center said he couldn't help me because the modem number is not on the receipt. I tried to make it clear that I returned the modem in the box provided to me, not a brick! He again stated he couldn't help me and suggested I call their customer service number and speak with a supervisor! Here I am in a customer service center being told to call customer service!! I called and requested to speak with a supervisor, but the rep outright refused! She stated the first thing that needed to be done was a box research. She completed the forms and told me I'd be contacted within 14 business days. I know that the box is sitting in some warehouse and hasn't been scanned yet!

My best friend works for Comcast and he just so happens to scan returned equipment in their warehouses! I advised him of the situation, and even provided him with the delivery date, time, and the person who signed for it. He knows the person that signed for the package and stated he would handle it. A week later, he called me and told me everything was taken care of. For some reason though, I wanted to be sure. So I called Comcast 7/7/09 and the rep told me that there was still a balance and I was sill in collections! I demanded a supervisor, but the rep told me to speak with the collections dept. I called collections, who wanted to do another box research. I refused to be put off and wait another 2 weeks with no results.

I again requested a supervisor, who noticed that a box research was put in on 6/6/09 but nothing had been done about it. He suggested I go to a customer service center and I informed him that I did and was turned away! He took down all of the information that I had to provide and promised to follow up with me. Hopefully, something gets done soon because this is affecting my credit and this is not fair!

Veronica of Pikesville , MD July 2, 2009

I have been without internet since last Thursday (6/25). After numerous calls to Comcast they agreed to send a technician out on Wednesday 7/1. They agreed to call when they were 30 minutes away and did call at 1:45pm. I got home at 2:00pm and waited until 2:30 to call Comcast to find out where the tech was. The woman I spoke to told me they tech had already come and that I wasnt home. When I told her that I was told I would be given 30 minutes from the time of the call, she said she got in touch with the tech and he would be on his way back to my home before 3. At 3:15 I called Comcast AGAIN and was on hold until 4 before I was told the tech would not be coming and the person I spoke to before was incorrect when they told me the tech was coming back. Then I was told I would have to reschedule for Monday 7/6!!!

When I finally spoke to a supervisor, after my 3rd try because I was hung up on and then pushed back to the main menu, she basically told me that they arent allowed to give 30 minutes and that if they call they could be in my driveway calling. WHAT!?!? It's a bunch of bull and I still have NO INTERNET!!! I hate comcast..

Ann of Fredericksburg, VA July 1, 2009

I called Comcast in May because in internet was out. They scheduled someone to come out. I took off work and was home when the technician came out. He checked internet in my home, changed a spliter, and told me that my signal was low at the outside box. He said that he would send someone out to boost the line. The service remained slow and/or not working. The first of June it went out again. I called, took off work, and the technician came. Said I had a low signal and that he would send someone out to boost the line.

Same thing, slow service and or not working at all. End of June it went out again. I called, took off work, technician said that the line has a low signal, he would send someone out to boost the cable. The next day, I received a bill from Comcast, that was for the service calls to my home even though that problem was on their end. (They had told me that I would me credited for the time without service. I called and was told that I did not have to pay the service charge and that they would correct my bill. For me to call in a couple of days to see how much I owe. Yesterday, cable was out again, I called, they said that they would send a technician out. I told them that it was unnecessary because the the outside cable line just needs to be boosted. They said that they did not see it on my records and that I would have to take off another day of work and await the technician. I asked to speak to a supervisor. She said that everyone was busy and I left my number, no one called. I called again today. The supervisor said that a work order for cable boosting was never put in and that I had to have a technician come out again.

I told her that I had a copy of the statement that the last technician had stated that the problem was the low signal. I told her that I could fax it to her, I also had the phone number of the technician. She said that she was sorry, but that I would have to take off another day of work and have a technician come out. I have never been treated so badly.

Teresa of Macomb, IL June 22, 2009

I called up to get Comcast Hi-Speed Internet on 6/18. The technician arrived the next day (6/19) to install it, but ended up disconnecting my Dish Network wiring in order to use that to make the cable modem connection. I caught one his errors while he was there when he disconnected the satellite feed to the room I was in. He indicated he could check to find the live cable feed, but alas, apparently chose not to. After he left, I then found another non-working satellite feed and called Dish Network and they came out on Monday (6/22) to track down the problem. You guessed it, the Comcast technician had disconnected another Dish network cable to connect the modem. This one I just didn't catch before he left.

All in all I'm very dissatisfied. Not only was I charged 50 to have Comcast HighSpeed Internet installed, I am also out the 49 it cost to have Dish send out a technician to resolve the issue your Comcast technician caused. And as you might guess, I am fed up with my Comcast experience and have canceled service (6/21). Someone is supposed to be by Tuesday (6/23) to pick up the cable modem.

I am requesting that I not to be billed the 50 for the Comcast installation fee, nor any of the 36.99 initial monthly fee for the Comcast Internet service. Will be interesting to see if I get a response. At the very least, call it lesson learned and never again will I consider Comcast for anything.

Barbara of Seattle, WA June 18, 2009

I signed up for Comcast High Speed Internet at 19.99 per month for one year. This is still their advertised special. I received it at 29.99 per month. I explained that the 29.99 was neither the rate I was quoted nor the advertised rate. They refused to lower the rate. Additionally, the modem that serves both my internet connection and my existing phone service stops working several times per day and must be reset. This is a problem they are unable to fix.

I am willing to accept the below par phone service but I feel the 10.00 difference between the advertised high speed internet rate and the billed rate is unfair.

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