These two "departments" don't exist at Comcast. First, you are agonizingly put through the autobot guantlet like a clove of garlic in a press. The only available options have never once matched the issue for which I was calling. When you finally navigate through to a live voice, the accent is usually unintelligible. On countless attempts for resolution, I have spent 15 or more minutes of frustration only to find I am speaking to a "sales" person instead of the requested technical support staff. When I do get in touch with a "tech", they never solve my problem and always want to schedule a home visit a week out, for which you have to take personal time from work. I have been a customer for 9 years, autopay and have the premiere tier of internet and tv. I bought my own modem and router because the leased units never performed and constantly failed. I have passed the breaking point and am shopping for alternate providers, of which there are several. Maybe the next provider will appreciate me as a customer who pays my bill on time every time and just wants a hassle free experience in exchange. Things shouldn't always have to be repaired or troubleshot or have issues. If for some reason they do, in return for my customer loyalty, provide prompt and effective repairs and solutions. Customer Service and Technical Support??? HOGWASH!!!
Hi there, @kddogg,
Our team here on the Xfinity forums wants to do our best in helping improve your experience. I understand where you coming from and know how stressful it is. Can you please private message me your full name and service address? Thank you for posting to our forums.
To send a private message, please click my name "ComcastMartin" then select "Send a Message" on the right side.
Here is an update. Comcast never contacted me, waited a week after filing a complaint with "Tom". I just cut the tv and phone service, downgraded the internet because it was cheaper than a disconnect fee. Getting the service changed was brutal! I felt like I was on a used car lot. I just wanted quotes on internet only. There are no package pricings available online. I got 4 different price quotes over 2 days. I asked about returning the equipment, they said I didn't need an appointment, just walk in and drop it off at the local store. Oh, no, nothing with Xfinity is easy or simple. Had to wait for a rep to turn it in. He started asking me questions about the service and was starting to make changes to the brutal ordeal to get the service changed. Unbelievable! The day it switched to just internet, I had problems all day which didn't resolve until 10:30pm. I honestly thought it was someone messing with me because I gave them a negative support review. You can't describe how dissatisfied a customer I am. It's insulting becsause Xfinity doesn't care one whit about their customers. Buyer Beware!
Good afternoon, kddogg. I have been in touch with you via PM, offering assistance with getting into an internet-only plan. We're available here on the forums 7 days per week and also have colleagues available 24/7 through ComcastCares on both Facebook and Twitter. We're here to help you in times like this, especially when you've had trouble getting support by other means. You mean a lot to us as a customer and your satisfaction is important. This isn't the experience we want for you. If there is anything my team or I can personally do for you here, please do let us know.
Martin, if you would have read my post completely you would have understood that I handled it myself after multiple long, agonizing phone calls and a frustrating visit in person. Customer service should have been applied 8-9 days ago. You can't put the spilled milk back in the bottle.
I have moved on.
I agree. HORRIBLE support. Technical support is non-existant.
Comcast thanked me today for 22 years of being a customer. They should have thanked me by fixing their internet issues. Having people call me back when they say they will, having a real technical support number with actual ENGINEERS that know what they're doing. I have called 3 times over the past weeks, no callbacks, no resolution.
Get your internet/tv/phone somewhere else that will stand by their product. 0 stars
I agree. So offensive when they thank you but don't solve their problem you are calling or chatting about. So much wasted time because they can only read from their "script".