Comcast has abandoned us....
We are seniors in a rural community. We have been with Comcast for about 30 years and have spent $$60,000 to $70,000 with the company over that period. In that last month we have been without a functioning cable box. We have been sent three boxes that were either not the right specification (non X1) dated, obsolete or dead on arrival. Countless hours were spent on so-called customer service with someone halfway around the world working out of his or her bedroom. These “agents”, while polite and well meaning, are given extremely limited tools and authority. For the last week (in the absence of a functioning cable box) we have been reduced to porting our cable service via a laptop to our TV. $212.00 a month for this???
1. Mid December I call to find out why I cannot access the closed caption option on a particular service (peacock). The agent says the problem is that I have “X1” service (which apparently I have had for several years), but don’t have an X1 box and he will send me one. It arrives and it turns out to be a long obsolete, non-X1 box that predates our aging box.
2. The next agent decides against my wishes/or without my knowledge, to send me a box via an installer – for a hefty fee (I did have this fee rescinded). Given the Covid scare, we have not had anyone in the house since March. I can and have done these installs myself. The installer (who was very nice) comes to our come, cleans all connections in side and out and (most importantly) brings a tiny, abbreviated box (no clock, like an upside down trapazoid) that (later) another agent tells me is a piece of obsolete junk that has a terrible record.
This box performs terribly. We have to reset it from scratch (get it to accept a signal) every other day until it just completely stops working. Neither our efforts nor working with tech support over the phone will get it to work.
3. After talking to the next Agent and finding out we have been sent a piece of junk, I ask that Agent to overnight us the correct, up to date modern box, commensurate with the premium service we have. This he does and the box arrives the next day. However, this box will not activate at all, regardless of half a dozen attempts per instructions and multiple tries with two different agents. That was last week. We were told we would be sent another box. We have not received one or even a notice that one has shipped. We are now indefinitely without a proper, functioning cable box
We have been told to go to the Comcast store in Holyoke, MA Mall – which is a Covid-19 hotspot. We are both 70 and my wife has diminished lung capacity. I will not go to this place and risk our lives. Hooking up a box is simple, I’ve done it many times…so, what are we to do? The Comcast “experience” is rife with limited mediocre (at best) service, ageism and a dismissive attitude at the top where constant, repeated errors are the norm.