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About exquizite2
since
10-11-2009
07-03-2019
exquizite2
Frequent Visitor
17
Posts
3
Kudos
1
Solution
07-03-2019
06:52 AM
2 Kudos
I finally was able to get ahold of someone in customer service that waived the fees. All has been resolved. Thank you.
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06-29-2019
09:23 AM
Hello. Hoping someone can help. I moved to a new apartment on 6/21. During installation on 6/22 I explained to technicians how I wanted boxes hooked up (main in bedroom/satellite in LR) and was told I couldn’t because I only had one active jack. Also, installation for that was supposed to be waived per the sales rep who transferred my service which I have confirmation for in my email with rep’s name.
I didn't understand why they couldn’t activate the 2nd jack during installation and confirmed with my complex all jacks should be active. Called again to get a 2nd tech out to install service as I wanted. Was again assured this installation would be waived.
I just got got my bill and it was extremely high. Checked and was charged an extra $140 for both tech visits. Now my bill is almost double what it should be for the month which is extremely frustrating in addition to all the costs of moving.
I need help help getting these credited off my bill. All calls to customer service with documentation should be noted on my account. Thanks for any assistance that can be provided.
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07-05-2018
12:43 PM
Thank you Andrew. It has been frustrating since we know we checked the signal strength in previous box. My concern is that we will be told it’s a signal problem because “no one has been out for service in 2 years” which the local office told us. It is an equipment or admin issue. Best they would do was MAYBE credit us half after the tech visit only if we came back up, waited in line and asked for two specific reps. I know I’m not a tech but based on the signal we received from the previous box and the fact we swapped the new boxes out twice, this is not an issue that should require a tech. Thank you for your help.
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07-05-2018
11:24 AM
All areas of support have claimed the biz has been added. Which is why I’m not understanding why this problem is even occurring. And I’m upset that we have to pay for a tech to fix this.
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07-05-2018
11:11 AM
I’m not sure I understand what you mean. I have triple play so if internet and phone are working, all three services should be activated.
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07-05-2018
11:10 AM
Been there done that. All I keep being told is that it is activated.
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07-05-2018
10:44 AM
I have done all that online, with chat and in store. All that happens is you get the run around, asked to do the same steps over and over. Then it gets “escalated” to a higher tier and of course they can’t fix the problem either except to tell you that nothing can be done except send out a tech. I’m sorry but this is wrong. To make a customer pay for something that was working fine before boxes were swapped is bad customer service. Clearly the issue is an admin issue not the signal which was listed as good with four green bats before the main box was swapped. I even went back to the store (more wasted time) to get a new box just to make sure it wasn’t defective as well. I’m frustrated and hoping if I keep trying different methods, I may actually find someone who knows what they are doing.
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07-05-2018
10:22 AM
1 Kudo
Need help with this error code. Original post was removed because I accidentally attached a photo with my email address. I can’t access it and don’t have time or the patience to re-type the entire message.
It has been days with no service since swapping boxes. Only resolution is sending out a tech which is unacceptable. Signal was good prior to swapping boxes. I have already spent too much time dealing with this after moving. Clearly the issue is on the back end if service was fine until we swapped boxes. If anyone can help it would be appreciated. After all the expenses with moving it is extremely frustrating to have to shell out more money when the cable was working perfectly fine until the box swap. Thank you.
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08-31-2013
09:15 AM
Just wanted to add that although my other issues with the resolution and brightness were fixed, I now have more popping up. TV won't stay on surround sound. I programmed the DVR to tape the Continuum marathon yesterday. It only taped the first 3 eps and the last one. This is GREAT since it won't be airing the eps again so I won't be able to watch the series. My record light is on even though I'm not recording. Satellite box is still VERY sluggish. This is vey unacceptable, especially when we are being charged to get this installed and there's no self-installation option. I will be calling to see if someone can authorize a refund of some charges. This new system is riddled with problems and is not very user-friendly. BTW I'm in the Greenwood, IN market. Don't know that I mentioned that before.
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08-22-2013
04:11 PM
Thanks for replying ComcastKara T. Any word on the issue with the satellite box responding poorly? When flipping through channels and the guide there is a noticeable difference. Is this because it is networked to the main box?
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08-22-2013
01:35 PM
Just chiming in with my experience with X1. So, after having a horrible customer service experience beginning with returning my old box, I had to go through days and hours of customer service calls, had the first technician come with the old Motorola box and then a few days later another one with the new box in which I had an added service charge; which I might add is baloney when Comcast is pretty much forcing upgrades. I was told by the customer service rep at the store that they would credit me the service charge, but who wants to go and wait for 30-40 mins until they call your name/# to get a credit? Going to the store is another problem in and of itself. The only thing the store rep offered was for me to bring a copy of my bill to the store. The direct store number isn't listed online so I can't just call and get it taken care of over the phone. All that to say, I'm not in love with this box nor the experience I went through to get it. While it looks nicer, there are so many issues and problems that had I known tall th is before, I would've declined and just kept the old box. My main issues are with the resolution not saving the settings and reverting back to 480p as well as the brightness issue. In addition to all the other major missing features on the remote, my satellite box which is in my Living Room is not blocked by anything but has a horrible lag when scrolling through the menu. Luckily it's connected to the tv I watch less frequently, but it's still not a great experience when I do watch it. I hope that Comcast can get these issues resolved. My personal experience dealing with this has been awful. This all started with an old Motorola box that was overheating and from the moment I stepped into their facility to exchange it, this has been a mess. I've been with Comcast a while, but for the past couple years I have not been happy with my service.
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12-03-2010
04:22 PM
Thanks for responding. I did get an email from one if the local offices regarding my concerns. I'm still waiting to hear back, but as a customer, I appreciate the follow-up.
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11-30-2010
10:33 PM
Same problem here. Used chat to see if I could get one of the HDMI boxes. I was told I could just go to my local office and they didn't have any, said they weren't getting any anytime soon and that I could just use the component hook-up. Why would I want to not use the best output to take full advantage if my upgraded cable and new HDTV. Was very disappointed to spend my entire lunch hour to take care of this for no reason. I don't understand why there is such a lack of these boxes in almost every market. It's very frustrating to have to drive all the way, especially when there are no local numbers posted on the site so you can call first.
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