I'd like to add to everyone's frustration with the lack of customer service at Comcast. The people they hire to answer calls and chats are simply there to waste your time by sending you in circles without real solution. We have had internet issues for a few years. And we've changed gateways and the problem still persists: we loose wifi and internet because the gateway shuts down, but when we log into Comcast, our connection status is "everything looks good on our end!" We reboot, we reboot and sometimes it works and most often it doesn't. We've used less than 1 GB for the past 4 months! For the third time, we're asking Comcast to change our gateway equipment. And they will not send it to my office!? We have known package theft issues in my neighborhood because we have no doorman and all packages delivered by UPS sit outside on our stoop free for the taking. I sat on the phone and in chat rooms with Comcast for 4 hours today trying to get the new router shipped to my office! The first 4 customer service people tried to change things in our account and kept us on hold, asked us the same questions over and over (what's your account number, what's the name on the account, what's the address on the account) Every time, I was "escalated" to another department for solutions. But no solution ever arrived. I'm so frustrated that I wasted 4 hours today. Why didn't they tell me from the beginning that the Comcast policy won't allow them to ship equipment to a location other than our service location? When I asked where that policy was written online, no one could tell me. But, they could tell me where the customer satisfaction gaurantee policy was posted. Yet, that didn't help me either! We are full paying customers of Comcast for more than 5 years (don't get me started on how many of my friends simply call up Comcast with the threat to cancel and they get their startup fees reinstated without a fight). I just want reliable internet for the price I pay for service. Why is that so hard at Comcast?
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