COMLAINT NO TELEPHONE spent over 5 hrs on phone

Question

I am so very upset with Comcast. My mother has had comcast for over 10 years, internet, TV and 3 phone lines. Yesterday she had no internet or phone. I called from my cell phone ( have my own account at different home) and each time I spoke to anyone, despite giving HER account number they verified the account I was calling about as the one at my home.Moving past that initial basic inadequacy, her Netgear router was not in the Comcast system and could not be added. After 45 minutes I was transferred to the activation depatment, cold transfer.... and forced by the automated system to repeat all the information I had already provided..... and then the call was cut off. Deep breath.... call again..... provide all the same info, go theu the same conversaiton and answer all the same questions again.... but at least the second time I was warm transferred to activation for the internet. By now we are past 2 hrs spent on a Sunday afternoon. After 20 minutes, conferenced in to some other department, was told that both the netgeat and arris equipment were at end life and needed to be traded in.... go to the Comcast center and trade in.Well.... despite living in the 2nd largest city in IL ,Comast closed the local center and relocated it 45 minutes away. I requested that someone come and look at her equipment and repair, replace as needed... the soonest appointment was Saturday Jule 25 from 5-7!!!! REALLY!!!!No homephone or internet for 1 week!!!! So the appointment was escalated to approved appointment by supervisor, for Monday with a promise to call me with the work ticket number and no call back after 2.5 hrs wasted on phone.'My 80 yr old mother waitied all day for someone to come and of course..... NEVER happened.So after work I went back there called again, and focused on the phone. This time was told the equipment was broken ( after going thru the same nonsense about linking the account to my phone ( AGAIN after gicing both my mom's account # and last 4 of SS#!!!!!) Again, escalated call ticket and call "dropped" again when I put the phone down to get my mothers cell phone as the number to call for the technician!!! So,,,, called again.... 15- 20 minute wait..... on this call back, the customer serivce tech could not access anything on her computer, so she wrote it by hand and could not provide ANY information on when this issue would be fixed!!!!!! Simply UNACCEPTABLE for the supposed largest internet service provider in the US!!!! I am definitly registering a complain with the BBB and am posting this online.

Answer 1

jerraurora,
I apologize for any inconvenience this may have caused. I have sent you a private message to further address your concerns.
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http://forums.xfinity.com/t5/Billing/Price-increas/m-p/2542019