“Comcast’s Claim vs. My Experience: Worlds Apart”

I am writing to express my frustration regarding a recent experience that falls far short of the customer experience Comcast claims to prioritize.

After making a simple change to my TV plan, all of my cable boxes were deactivated the very next day—something that makes no logical sense. When I made the change, I saw a message indicating that I would receive new boxes, but I never received any communication about delivery. As a result, I was left without TV service that I have already paid for.

Here’s a summary of what happened:

• I called customer service and spoke with an agent who said they could not assist and transferred me to Tier 2 support.
• After waiting 9–21 minutes, I was transferred again—this time to the Retention Department, which was unnecessary since I was not canceling services.
• The Retention Department then transferred me back to Technical Support, adding another 10–20 minutes of hold time.
• I was offered a $20 credit, which does not compensate for the hour I had already spent on the call.
• I then tried chat support. After explaining my issue, the agent (Kanal) stated that with the TV Plus plan, I could only have service on one box and would need to purchase additional packages for the other boxes—something that makes no sense and feels like an upsell attempt. When I questioned this, Kanal abruptly ended the chat.
• Another agent (Yusef) eventually restored my original plan and said services would be reactivated within two hours. This was at 9:00 AM MST on 01/03/2026. Despite multiple calls and chats, my service was not restored until 11:00 AM—after being down since 4:00 AM.

This entire ordeal lasted over 2½ hours for an issue that should never have occurred. A simple plan change should not deactivate all boxes or cause such disruption.

Additionally, I believe I was given incorrect information about the TV Plus plan being limited to one box, and the suggestion to purchase additional packages raises concerns about unethical practices.

Here’s what I would like:

1. A clear explanation of why the TV Plus package cannot be applied to all four boxes.
2. Appropriate compensation for the time and inconvenience caused. A $20 credit is not sufficient given the hours spent and the service outage.

I am requesting that this issue be escalated to a supervisor or a senior member of the Customer Experience team for immediate review and resolution. This situation has caused significant frustration and wasted time, and I expect a prompt and fair response.