I've been a Comcast customer for 8 years. I have Internet only, 300Mbps.
I saw an offer online when I logged into my account to upgrade my plan to 1Gbps for only $10 more than what I pay currently. I called support and spoke with a representative. He said "I've been here 16 years, I can see offers that other reps can't, let me see what I can do." He said that he could add the additional speed, but my modem was not fast enough. That is true, it is a DOCSIS 3.0 modem. He said I can either stop by a Comcast store to pickup the modem, or buy one myself. He confirmed the plan was NO contract.
I asked him to send me a list of compatible modems and I would grab one myself on the way home. He confirmed that is fine, just give a call when I have the modem and they can activate the service. I received the email.
I did purchase a compatible modem on the way home. I called support and they said it was no problem, but they have to have a professional installation done. I advised of my previous conversation and that I had purchased a modem. I was advised there is no way to activate the service without a professional installation. She stated she would have her supervisor talk to the other rep's supervisor because what he gave me was misinformation.
I spoke with the supervisor and was told that yes, a tech would have to come out and it would be a non-refundable $70 charge. She stated they have no way to check if gigabit speed is offered at my house without a technician visit. Even if the tech came out and said "no, we don't offer it here." it would be a non-refundable $70. Also, the offer was a 12 month contract. I do not want a contract.
I pulled up the online offer as I was on the phone with the supervisor. It bundled 10 channels of TV, which I don't need, but had my address and the gigabit speed for NO contract. I asked why I would be offered the deal if it wasn't available for my address. She said she couldn't get around the professional installation fee--even though I had the compatible modem in hand. She put me on hold as she contacted the Gigabit team.
After the hold I was advised to go ahead and go through with the offer that was online, even though it included TV. I was advised I could just call back and use the "Satisfaction Guarantee" to have the TV portion removed and the gigabit speed remain in the plan. I proceeded to checkout and got a confirmation number. That's all. No email, no notification on my account. Just a confirmation number.
Here are my questions: