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 ...

Darrell of Merrillville, IN May 20, 2009

My internet service with Comcast was disconnected for one year because Comcast claims that I was using too much bandwidth. I had been warned before but person I talked to told me to purchase bandwidth monitoring software. If Comcast wants their customers to stay with in certain limits then they should provide bandwidth monitoring software;I should not have to purchase something like that myself - It should be provided by Comcast. When I opened my cellular account I purchased a specific number of minutes that I can use every month. Whenever I want to find out how many minutes I have used all I have to do is sign into my account and I can find out how many minutes I have used. Comcast does not have any such tool.

Jennifer of West Jordan, UT May 13, 2009

We signed up for Comcast in May of 2008. We asked if the price was promotional, who doesn't now, and we remember being told it wasn't. Last week we talked to a Jennifer, and her supervisor, they were going to look up sign up phone call and see if we had asked about promotional price. They also said they would cal us back - like Ii believe that. Today I was told by Amy "the supervisor was unable to pull the phone conversation. These are usually 6 month promotional so don't complain about rate increases." Well I am complaining. If you look at their ads on their web site we could only find one that said it was a promotional offer. Most of them never mentioned that the offer was limited. Our bill never showed promotional as we saw with our DirecTV bill, it never showed a promotional discount or anything that could have brought our attention to this situation earlier. I have looked into other Internet providers and they are the only one, that isn't a dial up, available to me. We never signed anything but the work paper that said the installers have fixed any damaged to my yard. My sprinklers were only fixed after 4 days of phone calls. My husband was laid off in January, He was able to get a teaching job quickly, but he is required to have the internet to request a sub. He uses the internet to submit grades. We seem to have no other option for internet except slow dialup.

Lisa of soquel, CA May 11, 2009

I just realized my Comcast high speed internet bill has practically doubled. When I signed up for it, no one from Comcast ever told me that the rate would increase. When I complained about this, the Comcast rep said that the service tech(who is a local contractor and not a Comcast employee) who installed it would have told us that the 42 was a promotional rate. I told the Comcast rep that I was not even home when internet was installed, so the rep then told me that the service tech (again, a non Comcast employee) left information that said that the 42 a month was only a 6 month promotional cost.

Why didn't Comcast tell me that when I was signing up for their service? Why does Comcast rely on a local contracter who is not a even Comcast employee to inform of forth coming changes on my bill? I want to know why, when I was on the phone signing up for Comcast internet, that I was never told about the price increase? This is not right! I think that it is totally unfair that when I was on the phone signing up for the internet, a Comcast rep told me it was going to be 42 a month- they never said it was a promotional rate and was going to jump to 72. I think Comcast should tell you that when you are signing up for their service.

Luke of St. Paul, MN May 11, 2009

I had trouble with internet connection for more than five days. I found that I could not connect internet from May 1st. I waited for the line to come back one day and I reported this trouble on May 2nd, very eary in the morning. At the first call, I was told that I had to change the modem, so I dropped by a comcast service center and change the modem. But the trouble continued, so I called again. At that time I was told that there might be some trouble in our area, so wait for about 4 hours and try connecting the internet. But after 4 and more hours, there was still no internet connection, so I called again. At this call, I was again told that the trouble might be a regional so wait for more time and contact them. But the internet line never came alive. So I called again the next day (May 3rd) and scheduled someone to come over. Someone scheduled (Tuesday) May 5th for service, which was, according to him, the earlist day possible. On the service day, the person came could not find the trouble and scheduled another service for the next day (May 6th). On Wednesday afternoon, finally, the service people could find the problem. The total time I could not access to the internet was more than 120 hours. After all of this trouble, I called comcast for asking credit or refund for not being able to use internet for those days, as I told from one of the representatives I talked with. A billing representative I talked with told me that I could get 2 days of credit, which is about 2 dollars something cents. I explained her that the service could not be used for more than 5 days, but she said according to the record, she could just give me 2 days of credit. Maybe they counted only Monday and Tuesday because I reported trouble on Sunday and it was fixed on Wednesday. I could not use internet for 5 days and also the cable reception was not that good either during the time. I did not hear sincere apology or any care for my inconvenience. I even had to call to get refund, but all I could get was 2 days of credit and that is less than 3 dollars! I think I have to quit my COMCAST service, and I'll tell all the people I know about this story so that they would know about COMCAST more.

Jason of Eugene, OR May 10, 2009

I called Comcast to report an intermediate outage with my high speed internet service and speed problem. The first time I called I was told nothing was wrong. I knew that wasn't true. I have major issues with my line speed and when they come out its early and they said your not going to get any better than that im sorry sir. "WHATEVER" I have never experianced this slow of speed for 6 years of having there sevice at other adresses and if it does not get fixed very soon I am canceling my service and going elsewhere. I have been paying top dollar for crap! and its not worth paying as much as I do to deal with there stupidity. there techs are very unprofessional. if its not my house grab your ladder and check the line in from the pole. I say its pure lazy they look around dont test anything make sure everything is tight then they leave and it messes up again over and over.

Rob of Abingdon, MD May 6, 2009

I called Comcast to report an outage with my high speed internet service. The first time I called I was told nothing was wrong. I knew that wasn't true due to experiencing it for a while at that point. I called the next morning, I was told the agent saw my signal problem and would schedule a tech visit. She tried to schedule it for Friday but that was "already taken" when she tried. So, the next appointment that would be able to fit my schedule was Tuesday between 5 PM and 8 PM. I did that because my wife and I both work and that is a time I knew we would both be there. The agent came before 3 PM, said nobody was there so the appointment was canceled. I called to complain and was told no appointments for my account were seen but a street service call had been made for my street and he would have tech come to my door. That never happened.

I called today to get an update on what the street call discovered. There was nothing there regarding it and the only help I was going to get was to schedule another service call on Friday between 2 PM and 5 PM which means on my day off, I have to sit in my house and wait for somebody to maybe show up. When I asked for a supervisor I was told supervisors don't take calls. I would need to leave a message and get a call back. Of course I am told, a supervisor couldn't help. It has been a week now with these issues and no resolutions. My account has poor documentation and service calls I requested aren't showing on it.

Alaina of Atlanta, GA May 1, 2009

I recently disconnected my internet and phone service with At&t, due to telephone issues, and I switched to comcast "high-speed" internet and cable tv. I have only had the service for a few months, and already I've called and contacted customer service almost 7 times! Ridiculous! Either my cable tv. signal is screwy, or the on-demand will not pull up, and now my comcast "high-speed" internet is the slowest it's ever been!

Comcast is a joke. Their commercials are FALSE and their internet is the worst I've ever had! Either it disconnects half-way through, or it takes 10 minutes or more to connect period!! And getting from page to page is a hassle, I have to continuously refresh the page and retry! I've tried everything, even their MacAfee security which is also a joke, and my laptop is only 6 months old! My hardrive is clean, and it runs smoothly without the internet, but everytime I get online, it's one headache after another. I'm seriously fed up, and their customer service rep. on their online chat disconnected from me after she read my complaint. How rude! They are ignoring my complaints, and have yet to find a solution! At&t is so much better.

Alexa of Vallejo, CA April 27, 2009

We signed a contract with Comcast for phone and internet service in June 2008. Since then we have been continuously overcharged and ignored, even though we saved all contractual documents. When we show up in person at a Comcast store we are dismissed and told to call the 1-800 number.

When we call the 1-800 number we are told they can't help us because they can't see the contractual documents that we have, yet won't provide a phone, fax, or mailing address to send copies to. If this were a small business, it would be an easy legal suit. Comcast is so large and unorganized that each time I speak to someone new most, if not all, of the notes on our account have 'disappeared' and they aren't even sure who I've spoken to before or who made changes to my account.

This is ridiculous. We've wasted countless hours trying to rectify the situation and whenever we are told the situation will be fixed and the credit will be applied to our account, it does not appear and those notes disappear. I am not sure what their employees are paid to do because they can never help us, and sometimes they flat out lie. It's disgusting that big businesses can get away with practices like this. I'm just waiting to receive my credit and cancel service.

Joseph of Houston, TX April 26, 2009

Out of the blue, my internet and home phone service with Comcast went out. Occasionally, a quick reset of the modem takes care of everything. This wouldn't come back on. I called the service people--who advertise their availability 24/7--and was told that although they were still there, it was late in the day on Friday and nothing would be done. I was told at first that nothing would be done until Monday. Since the phone service includes 911, I protested. The representative told me my claim had been escalated and that someone would call me the next day (Saturday) and also visit that day to fix everything.

Having heard nothing by nearly noon on Saturday, I called again. A representative tried to reset the system again and then told me--when that failed--that the service people would call me within 30minutes. After an hour, nothing. My service came back on briefly and then disappeared again. I called Comcast again and someone reset the system again and I had service briefly. He apologized but didn't get in touch with anyone at service and more or less hung up before I could ask for a supervisor. My system went down yet again.

I called Comcast and finally someone explained to me that the previous employed had lied to me or mislead me about the way service works and that no one was ever going to just come out the next day or call within 30 minutes. While I appreciated his honesty, when I complained about the lack of 911 service, he told me "You don't want your service on so you can call 911" and continued to refer to my outage as an inconvenience.

No one anticipates calling 911. I've had to do it several times from my home, and I expect that a company that promises services I use for personal, business, and emergency reasons will provide those services and not expect me to wait 72 hours to have them returned. The system has flickered back on, but no one has explained why this happened or made sure it won't happen again.

At this point, I am in an agreement with a cancellation fee before two years, but I feel that Comcast should waive the fee. I'm certainly canceling my service. I'd recommend everyone be very careful about this company. Their promises are tantalizing but their service is reprehensible.

vickie of fishers, IN April 24, 2009

Our cable, internet, and phone service are terrible. After five missed appointments, I stopped the phone service. The technician never showed! He dropped off the modem and I installed it. We have cable internet only sporadically and they again can't send a technician. They can't fix it over the phone.

I pay my bill every month for service we cannot enjoy. The cable tv works, but is often snowy when the service is interrupted. I can't conduct my business so have to use a local copy center for internet access. We watch videos and buy the paper since we can't watch TV. They know I don't have any options and are so arrogant when I call for help.

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