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About TennFire
since
01-01-2010
09-03-2019
TennFire
Frequent Visitor
18
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1
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1
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08-05-2019
02:30 PM
Was it a normal department or the "loyalty" or "retention" departments?
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08-05-2019
12:39 PM
I am on a premier package for several years that had all the premium HD movie channels like HBO, Cinemax, Showtime, TMC, etc. It was one of the bundles that does not exist any more. I use TIVO and don't have any of the comcast boxes. Recently, comcast decided to stop working with TIVO at least regarding Video on Demand. There push seems to be to force the use of the comcast box or some kind of streaming app using third party devices. So, for now, we don't get VOD which was part of our package b/c of a comcast choice. First reduction in service. Now we learned that comcast has removed Cinemax channels from the package we have had for several years. There was no price credit for this second reduction in service. We are told we can add it back but at a cost of $12 per month. Seems if comcast prices Cinemax at $12 ala carte and then takes it from a package where it was included to be priced separately, it should credit the cost back to the customer who was and still is paying for it but so far that has not happened. I have spent 2+ hours talking with customer support and billing and all they say is "pay the $12 if you want it back" or live without it. Both of them said that some other department on customer loyalty, customer retention or angry customer group might be able to help. I am not optimistic. One of the customer service people today offered to reduce my monthly bill by about $30 as a great option but then she admitted that all she was doing was downgrading to a current package that has no premium channels at all included. Are there no retention or loyalty employees on the forum apparently? Anyhow, the question I have for the customers is whether anyone has actually talked with this mysterious department and have they been able to address these problems? If so, what kind of solutions did they give and were they acceptable?
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No, the issues were not resolved. I have been a comcast customer (victim) for about 30 years. Now, there are other options including ATT and soon Google Fiber. So, before changing I wanted to see what Comcast would do (not could do) to make the price competitive rather than go through the hassle of turning in equipment and changing. So, the "off forum" messages were a sham. The Comcast agent looked at my present plan and said it is no longer offered. The issue seems to be its an old plan that includes many "Premium" channels in a bundle. Well, although it appears that plan may be offered in other parts of the nation, it is not offered in this specific small, insignificant town - Nashville, Tennessee. So, the only option offered was to downgrade to a "Preferred" plan which essentially just eliminates all the "Premium" channels like HBO, Showtime, Starz, CineMax and their flavors. So I asked, the Comcast person "If I downgrade to this plan at price X, what would it be if I added back all the premium channels to get back to the same package" --- keep in mind, I was looking for price reduction, perhaps on a retention offer, not slashing scope of service. The Comcast person NEVER answered the question. So, I did some math. If I took her advice and dropped back then added back the channels I already have, it was a massive rate increase. She never disclosed that. She never offered any proposal, plan or even "contract term" that had the effect of reducing the cost of the current package or scope of channels even if repackaged that end up doing anything but increasing the costs. So, no it did not solve the problem. It was misleading. It was deceptive. Direct questions received no response and I can get an ATT package on their current promotion with a LOT MORE channels for less. The one thing I give up some - is the bandwidth is lower with ATT for internet but we don't have a lot of TVs or devices and that should not be a real problem. My conclusion - if Comcast will not answer specific question, stop asking because you will not get honest direct answers.
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05-30-2019
05:37 PM
We have Comcast internet and TV only. Its way overpriced but we have stayed with it largely because we have TIVO on a lifetime package. Now, Comcast notifies that VOD will no longer work with TIVO. Enough is enough. I want to see what is available to reduce the cost of Comcast to something comparable to the rates that ATT and potentially another provider (soon) wll be offering in the area. However, when I call Comcast it seems like I get different answers every time I call (if I don't hang up while waiting). Are there Comcast employees or agents on this forum who can help with steps to reduce the bill to something even remotely reasonable versus cord cutting and go the ala cart route?
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