So I called into customer service today and asked to speak to someone in the billing department, and attempted to explain all of the above and was shut down by the representative saying that "Your account has been credited the maximum of $40 for the technician visit and the charges are valid". I asked to speak to a supervisor who never came on the line, after 10 minutes on hold I hung up.
This is ALWAYS the way I am treated when I legitimately question a representative. Why is this acceptable behaviour? The charge is NOT valid because I was NOT getting the minimum speeds included in my internet package, I have MULTIPLE screenshots I can provide which NO ONE has asked me to send in, and I explained that the technician himself told me he noticed something was wrong on my account FIRST thing when he stepped out of the truck. This is blasphemy and I'm almost to the point of cancelling my services if someone doesn't reach out and get this fixed.
I understand this is a online forum, but it is monitorered by Comcast staff and I'm certain that my concerns can be forwarded up to someone who can review this and get it right.
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I could not find a e-mail address to send the following message to in order to get some sort of compasionate help in regards to my services, bill, and overall experience with Comcast. So I'm posting it here in hopes that it is seen by a Comcast employee and forwarded immediately to a supervisor for attention.
On October 5 th Comcast technician was sent to my home due to my internet speeds being roughly 10MB/s which is well below the 200MB/s that my plan is supposed to be giving. The reason a technician was sent to the home was NOT my suggestion, was NOT my request, and was NOT due to anything that was wrong in MY home or with MY equipment. The technician arrived at the house and I met him outside, and immediately he recognized me and asked me if I was having trouble with my services still. I explained that my Internet speeds were extremely slow on ALL devices in the house and he apologized and said he was going to look around. Immediately he found something on his handheld and said well that is programmed wrong and I guarantee it has something to do with it, and said something about the account not being programmed for the right speeds to the pole outside.
He then came inside my home and checked the router that Comcast provides me, and the speeds were increased and running just fine. We then tested the speeds on my Laptop, Desktop, and Cell Phone. All three of MY devices were running SLOW at 8MB/sec and I showed him the speed test results. He restarted my router, which I had done MULTIPLE times prior to his visit. And then asked me if I had the settings set to broadcast a 2G and 5G signal and I said I did not have that setting on as the router should default connect to my devices on the proper channel. He agreed, however the devices were connecting on the 2G channel even though they were 5G compatible. He suggested we turn on the setting to broadcast both signals and to manually connect to the faster network. Which I suppose is a solution, however the router should automatically do that I should not need a technician out to my house to inform me of that. Also, the tech support agents that I spoke with for 2 hours on the phone SHOULD have suggested that.
This is the SECOND time that this SAME technician has been to my house and not only is he extremely rude and argumentative, after inspection when he re-ran my wires underneath my home back in June or July he left ALL of the old wires under there. I never called to complain because I get it, they have a TOUGH job and he had to go under my home and re-do all the wiring because the last guy did a terrible job. I have empathy and understand that we all have bad days and good days, however when it comes to being cheated and charged unfairly I will speak my mind.
I have yet to call and voice my opinion on the fact that in 2016 I was told by a Customer Service Agent that I could have 3 DVR’s in my home at the same rate for the additional smaller boxes since we record a lot of shows and needed the additional space. Would you like to know what YOUR company did to me? Months went by and I didn’t notice the bill increase because I had auto payments on, however the charge went from $9 per DVR as promised to $21 per DVR because someone in a Quality Assurance department noticed that I had 3 DVR’s in my home and said I had to pay more for them AFTER being told I could have them for $9 since I was a loyal customer and the system allowed it. Did I get refunded for that? Nope, I called and simply said I would trade them in.
Also on December 6 th 2018, I called and discussed my plan and services with someone because my bill was too high and the promotional pricing had dropped off my account. The gentlemen got me down to $186.77/month WITH taxes. I have the e-mail still. If you look at the last 11 bills since then, I have YET to get that negotiated price. EVERY SINGLE MONTH you’ve tacked on additional charges that I’ve paid without question because it’s just not worth the time and effort to call and argue with someone but I have had enough.
I am beyond disappointed that today I call because my services was disconnected, after a payment arrangement was set and services were secured until my payment was made. Why am I so upset? Because I attempted to explain all of this to the gentlemen in billing who’s name is Revaldo that I spoke to today on October 28 th . He explained to me that the charge for the technician visit was valid and that all he could credit was $40 of the $100 I am being charged. I refuse to pay this and am fed up with the way Comcast has continued to treat me as a customer. I have been with you all for nearly 6 years and every single time I turn around you are upping my bill, telling me that my plan has changed that I lost specific channels, and most of all are now disconnecting my services at a time in which I have hardly ever been late and had a payment arrangement in place and STILL cut it off forcing me to make an additional call in order to get it turned back on.
There are many other providers out there that I can switch too and save a TON of money but I don’t because I like my internet package you guys provide, and the TV service is a decent service for what I pay monthly. I expect my bill to be adjusted properly and to be compensated for my time, patience, and loyalty or I will simply disconnect my services and move somewhere else.
For security I will not post my account number but will provide it to whomever responds and/or calls me.
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So I’ve been through the ringer with customer support as usual, so I figured I would post here to see if I could get a resolution. For the last two weeks all devices in my home show offline and a red dot next to the device in the My Account app. However all of my devices are actively working with no issue. I have the iPhone XS Max, have uninstalled and reinstalled the app multiple times, have restarted all devices multiple times, to no luck. The xFi app shows my gateway as online with no problems. What is going on and is anyone else experiencing this issue? I’ve tried everything to get a resolution to this and even an escalated ticket resulted in a call from someone who had no clue as to what they were doing.
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