legionne's profile
legionne
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5 Messages

Sat, Nov 28, 2020 2:00 PM

Comcast lies about ID

So I made changes to my service yesterday to save some money, asked the rep if I would still have ID and TCM, he assured me I would. Guess what? He lied. Got back on the phone with another rep who got the right package back for me to get TCM, but still no ID. She tried for 30 minutes to trouble shoot to no avail, then told me my new order probably needed to finish updating, give it 4 hours. The next morning, still no ID. I called back and got another rep, spent another hour on the phone while she tried all the troubleshooting steps again, still no ID. She told me to give it an hour and if not back on, call back. Six hours later, still no ID. I called AGAIN and the rep went through the SAME troubleshooting, after 45 minutes of this, she put me on hold and told me that she was escalating it to higher tech support. She came back and apologized for the confusion, but yesterday Xfinity’s contract with ID expired and it is no longer available. I told her that it was listed in the package they sold me and since they are not fulfilling their end of the contract, I am under no obligation to continue with their service and would not be paying any early termination fees. She said she understood and would escalate this to her supervisor. Fifteen minutes later, a man who identified himself as the supervisor called me and assured me that ID is still part of the channel line up, but Xfinity was experiencing some problems due to updates they were completing. He assured me that the upgrades would be completed by 5 p.m. EST and ID would be back in service. Guess what? It is 5:52 p.m. EST and NO ID. Liars. Needless to say, Xfinity can have their cable. I’ll go with Hulu.

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legionne

Regular Visitor

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5 Messages

6 m ago

It never comes on. No message, nothing. Just a black screen. I was finally told that ID would no longer be available, even though it was listed in the package I bought and I was originally told I would keep it. I was told so many incorrect info, I have since canceled my service with them. I only have internet.
legionne

Regular Visitor

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5 Messages

7 m ago

So after the post above, I called Xfinity again, explained everything that had happened right up to the so-called supervisor calling me back. I told the rep I just wanted a straight answer, do you have a contract with ID in my region or not. She admitted that they didn’t, and apologized that three other reps had incorrectly advised me. She said that the ID contract ended some time ago and that those of us who already had it were “legacy” and as long as we made no changes to our service, we would keep ID. But if you change your plan, you lose it. The very first rep who sold me a new package should have told me that and didn’t. This is why I am done with Comcast cable TV. Now the people I spoke with were all very polite. But they clearly do not know their jobs, which is bad customer service, no matter how polite you are.
Again

Expert

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25.8K Messages

7 m ago

Investigative Discovery [ID] came back in June 2020.  It should be available in your area, but it's possible it's not.  When you try tuning to the channel for ID are you getting any notifications?

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Marcus3344

Contributor

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53 Messages

7 m ago

I had the same experience when we renewed our 2 year contact for the same tier of service. I quickly discovered that we lost TV Land (Minneapolis suburb, 55422) I spoke with three reps over 4 days and each one assured me that TV Land was indeed included in our plan. Everyone was very polite and apologetic. I was finally connected to a supervisor who explained  that TV Land was charging Comcast more money and therefore it was moved to a higher tier. Someone could have said that on my first call. Why are first level employees not trained or given vital information?  Comcast has a good product but terrible customer service.  WHY??????

legionne

Regular Visitor

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5 Messages

6 m ago

They are clearly not trained and do not know their jobs. This is why I canceled everything but Internet with them. And I’m checking into switching that. I don’t see how I can do business with a company when you can’t trust anything their agents tell me.

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