General Comcast Problems

Question

After several years of excellent TV service from Directv (while I used Comcast for internet), I decided to return to comcast when I recently moved, because it was more economical to use Comcast for both and Comcast's advertising boasted better TV service than it used to provide and better service. That seems to be inaccurate. My saga began on June 10, 2015 when I spoke to someone named Matthew in the Solutions section and asked about the options Comcast offered for double or triple play service. He explained them very competently and I asked for a day to think about it and he offered to call me back the next day.  I waited but he never called. The next day I called with the same questions and spoke to someone named Terry.  She said she would call me back but did not do so. Not having heard from anyone at Comcast (though I will tell you that I must have received dozens of written offers from Comcast over the last few weeks by mail and inserted ads in newspapers and flyers), I called on Sunday, June 14 and decided to sign up for a double play program. The person I spoke to (didn't get her name), told me that all I had to do to use the internet service that same day was to take my modem from my former address and bring it to my current address, since the people who lived in the current address had been subscribers to Comcast and the line was still active. She would have the 2 set-top boxes sent to my residence within a few days. I did that, but the modem did not work at the new address. I called several times and spoke to assorted people during a series of transferred calls, explaining the situation, but no one could help me until one guy said that it was impossible to simply bring my modem to a new address and have it work. He said he would send a technician in the morning to turn on the service.  He did that.  So finally, on June 16 I could reach the internet. On June 19 only one set top box arrived (I had ordered 2) but the service on it was unavailable and I had to call comcast yet again and the tech had to return again.  He did and then for a short while I had tv and internet service. However, I never received another set-top box, nor a splitter that was suppose to be sent to me (in order to use the TV and Modem on the same outlet) and had to call several times to have one sent-don't know why it hadn't been sent originally. Finally on June 23 the second set top box arrived, but there was no splitter included so I could not use both the internet and tv service at the same time. I had to alternate between them!   So, on June 23 I called yet another guy (unfortunately I didn't get his name) and I told him I wanted to cancel comcast service because of all the problems I had and because the service, especially on the phone, was terrible and frankly incompetent. He implored me to give him a chance to make things right and promised I would never have to call comcast again. He told he would send a technician for no cost to fix everything and he set that up for June 26. He also promised that he would call me back in the afternoon of the 26th to see if I was satisfied.  Of course, he never called me back! The service tech came and seemed to set everything up properly. Then I asked him to connect my TV to the internet so i could get the advertised services like Facebook and Pandora, and he tried for a long while to do that but was unsuccessful. He told me that perhaps these services were no longer provided by comcast, but when I showed him various pieces of literature that advertised it, he said that there must be a problem elsewhere at comcast and that he would straighten it out and call me to tell me hoe to connect. He never did that. I gave up for a while but became so frustrated when I could never connect to my comcast account online at all, never mind that I couldn't get to facebook, etc.  So on July 11, I called asking to speak to a supervisor, was repeatedly asked to explain the problem to the tech on the line first, but I refused and asked for a supervisor. I was shuffled to about 3 different people and when I asked if they were a supervisor they all said no, I couldn't speak to one, and at least one of the people was from a foreign country.  During this time I was on the line I was cut off 3 times and spent 42 minutes on hold or being shuffled around before I got to someone who was the "manager on duty?" After several years of excellent TV service from Directv (while I used Comcast for internet), I decided to return to comcast when I recently moved, because it was more economical to use Comcast for both and Comcast's advertising boasted better TV service than it used to provide and better service. That seems to be inaccurate. My saga began on June 10, 2015 when I spoke to someone named Matthew in the Solutions section and asked about the options Comcast offered for double or triple play service. He explained them very competently and I asked for a day to think about it and he offered to call me back the next day.  I waited but he never called. The next day I called with the same questions and spoke to someone named Terry.  She said she would call me back but did not do so. Not having heard from anyone at Comcast (though I will tell you that I must have received dozens of written offers from Comcast over the last few weeks by mail and inserted ads in newspapers and flyers), I called on Sunday, June 14 and decided to sign up for a double play program. The person I spoke to (didn't get her name), told me that all I had to do to use the internet service that same day was to take my modem from my former address and bring it to my current address, since the people who lived in the current address had been subscribers to Comcast and the line was still active. She would have the 2 set-top boxes sent to my residence within a few days. I did that, but the modem did not work at the new address. I called several times and spoke to assorted people during a series of transferred calls, explaining the situation, but no one could help me until one guy said that it was impossible to simply bring my modem to a new address and have it work. He said he would send a technician in the morning to turn on the service.  He did that.  So finally, on June 16 I could reach the internet. On June 19 only one set top box arrived (I had ordered 2) but the service on it was unavailable and I had to call comcast yet again and the tech had to return again.  He did and then for a short while I had tv and internet service. However, I never received another set-top box, nor a splitter that was suppose to be sent to me (in order to use the TV and Modem on the same outlet) and had to call several times to have one sent-don't know why it hadn't been sent originally. Finally on June 23 the second set top box arrived, but there was no splitter included so I could not use both the internet and tv service at the same time. I had to alternate between them!   So, on June 23 I called yet another guy (unfortunately I didn't get his name) and I told him I wanted to cancel comcast service because of all the problems I had and because the service, especially on the phone, was terrible and frankly incompetent. He implored me to give him a chance to make things right and promised I would never have to call comcast again. He told he would send a technician for no cost to fix everything and he set that up for June 26. He also promised that he would call me back in the afternoon of the 26th to see if I was satisfied.  Of course, he never called me back! The service tech came and seemed to set everything up properly. Then I asked him to connect my TV to the internet so i could get the advertised services like Facebook and Pandora, and he tried for a long while to do that but was unsuccessful. He told me that perhaps these services were no longer provided by comcast, but when I showed him various pieces of literature that advertised it, he said that there must be a problem elsewhere at comcast and that he would straighten it out and call me to tell me hoe to connect. He never did that. I gave up for a while but became so frustrated when I could never connect to my comcast account online at all, never mind that I couldn't get to facebook, etc.  So on July 11, I called asking to speak to a supervisor, was repeatedly asked to explain the problem to the tech on the line first, but I refused and asked for a supervisor. I was shuffled to about 3 different people and when I asked if they were a supervisor they all said no, I couldn't speak to one, and at least one of the people was from a foreign country.  During this time I was on the line I was cut off 3 times and spent 42 minutes on hold or being shuffled around before I got to someone who was the "manager on duty?"After several years of excellent TV service from Directv (while I used Comcast for internet), I decided to return to comcast when I recently moved, because it was more economical to use Comcast for both and Comcast's advertising boasted better TV service than it used to provide and better service. That seems to be inaccurate. My saga began on June 10, 2015 when I spoke to someone named Matthew in the Solutions section and asked about the options Comcast offered for double or triple play service. He explained them very competently and I asked for a day to think about it and he offered to call me back the next day.  I waited but he never called. The next day I called with the same questions and spoke to someone named Terry.  She said she would call me back but did not do so. Not having heard from anyone at Comcast (though I will tell you that I must have received dozens of written offers from Comcast over the last few weeks by mail and inserted ads in newspapers and flyers), I called on Sunday, June 14 and decided to sign up for a double play program. The person I spoke to (didn't get her name), told me that all I had to do to use the internet service that same day was to take my modem from my former address and bring it to my current address, since the people who lived in the current address had been subscribers to Comcast and the line was still active. She would have the 2 set-top boxes sent to my residence within a few days. I did that, but the modem did not work at the new address. I called several times and spoke to assorted people during a series of transferred calls, explaining the situation, but no one could help me until one guy said that it was impossible to simply bring my modem to a new address and have it work. He said he would send a technician in the morning to turn on the service.  He did that.  So finally, on June 16 I could reach the internet. On June 19 only one set top box arrived (I had ordered 2) but the service on it was unavailable and I had to call comcast yet again and the tech had to return again.  He did and then for a short while I had tv and internet service. However, I never received another set-top box, nor a splitter that was suppose to be sent to me (in order to use the TV and Modem on the same outlet) and had to call several times to have one sent-don't know why it hadn't been sent originally. Finally on June 23 the second set top box arrived, but there was no splitter included so I could not use both the internet and tv service at the same time. I had to alternate between them!   So, on June 23 I called yet another guy (unfortunately I didn't get his name) and I told him I wanted to cancel comcast service because of all the problems I had and because the service, especially on the phone, was terrible and frankly incompetent. He implored me to give him a chance to make things right and promised I would never have to call comcast again. He told he would send a technician for no cost to fix everything and he set that up for June 26. He also promised that he would call me back in the afternoon of the 26th to see if I was satisfied.  Of course, he never called me back! The service tech came and seemed to set everything up properly. Then I asked him to connect my TV to the internet so i could get the advertised services like Facebook and Pandora, and he tried for a long while to do that but was unsuccessful. He told me that perhaps these services were no longer provided by comcast, but when I showed him various pieces of literature that advertised it, he said that there must be a problem elsewhere at comcast and that he would straighten it out and call me to tell me hoe to connect. He never did that. I gave up for a while but became so frustrated when I could never connect to my comcast account online at all, never mind that I couldn't get to facebook, etc.  So on July 11, I called asking to speak to a supervisor, was repeatedly asked to explain the problem to the tech on the line first, but I refused and asked for a supervisor. I was shuffled to about 3 different people and when I asked if they were a supervisAfter several years of excellent TV service from Directv (while I used Comcast for internet), I decided to return to comcast when I recently moved, because it was more economical to use Comcast for both and Comcast's advertising boasted better TV service than it used to provide and better service. That seems to be inaccurate. My saga began on June 10, 2015 when I spoke to someone named Matthew in the Solutions section and asked about the options Comcast offered for double or triple play service. He explained them very competently and I asked for a day to think about it and he offered to call me back the next day.  I waited but he never called. The next day I called with the same questions and spoke to someone named Terry.  She said she would call me back but did not do so. Not having heard from anyone at Comcast (though I will tell you that I must have received dozens of written offers from Comcast over the last few weeks by mail and inserted ads in newspapers and flyers), I called on Sunday, June 14 and decided to sign up for a double play program. The person I spoke to (didn't get her name), told me that all I had to do to use the internet service that same day was to take my modem from my former address and bring it to my current address, since the people who lived in the current address had been subscribers to Comcast and the line was still active. She would have the 2 set-top boxes sent to my residence within a few days. I did that, but the modem did not work at the new address. I called several times and spoke to assorted people during a series of transferred calls, explaining the situation, but no one could help me until one guy said that it was impossible to simply bring my modem to a new address and have it work. He said he would send a technician in the morning to turn on the service.  He did that.  So finally, on June 16 I could reach the internet. On June 19 only one set top box arrived (I had ordered 2) but the service on it was unavailable and I had to call comcast yet again and the tech had to return again.  He did and then for a short while I had tv and internet service. However, I never received another set-top box, nor a splitter that was suppose to be sent to me (in order to use the TV and Modem on the same outlet) and had to call several times to have one sent-don't know why it hadn't been sent originally. Finally on June 23 the second set top box arrived, but there was no splitter included so I could not use both the internet and tv service at the same time. I had to alternate between them!   So, on June 23 I called yet another guy (unfortunately I didn't get his name) and I told him I wanted to cancel comcast service because of all the problems I had and because the service, especially on the phone, was terrible and frankly incompetent. He implored me to give him a chance to make things right and promised I would never have to call comcast again. He told he would send a technician for no cost to fix everything and he set that up for June 26. He also promised that he would call me back in the afternoon of the 26th to see if I was satisfied.  Of course, he never called me back! The service tech came and seemed to set everything up properly. Then I asked him to connect my TV to the internet so i could get the advertised services like Facebook and Pandora, and he tried for a long while to do that but was unsuccessful. He told me that perhaps these services were no longer provided by comcast, but when I showed him various pieces of literature that advertised it, he said that there must be a problem elsewhere at comcast and that he would straighten it out and call me to tell me hoe to connect. He never did that. I gave up for a while but became so frustrated when I could never connect to my comcast account online at all, never mind that I couldn't get to facebook, etc.  So on July 11, I called asking to speak to a supervisor, was repeatedly asked to explain the problem to the tech on the line first, but I refused and asked for a supervisor. I was shuffled to about 3 different people and when I asked if they were a supervisor they all said no, I couldn't speak to one, and at least one of the people was from a foreign country.  During this time I was on the line I was cut off 3 times and spent 42 minutes on hold or being shuffled around before I got to someone who was the "manager on duty?" The only reason I finally did get to the supervisor, Lynn, was because at the final straw I only said I wanted to cancel comcast.  Somehow I was connected to her, told my very long and boring story and she said she would help. I had my doubts, but said I'd try again.   She seemed to be very professional and knowledgeable and fairly quickly fixed the internet problem--apparently I still had my old comcast ID and password and no who helped set up the service bothered to change it over to a new account at a new address, or didn't tell me about it.  So She was able to realign my account with new password, etc and so I finally could access it online. She also helped me to connect to facebook and pandora, which I couldn't do before because my new account wasn't registered with comcast!  She also credited me with $50 off my first months bill because I didn't have service for the first half of the month for which I was billed.  So, you think that this is the end of my story, but you would be wrong.  So-I got my second month bill and I was credited the $50 that Lynn took off my bill for the lack of service for the first month, but I was charged the following fees that I was told were complimentary because of the turmoil I was put through in the initial weeks of starting with comcast. Now I have to call again to straighten that out--no a call i look forward to making, for obvious reasons! So, many thanks go to Lynn for her help.  She is the only person who really tried and was able to figure out what was wrong in order to help me get proper service! If comcast wonders why most people hate the company I can offer a clue--it is the total lack of competent efficient service from the call-in centers. For some reason this seems to be rampant all over the country because I hear it from everyone I know! It's a shame because the product seems to be good if only the service team could really be helpful and knowledgeable about the services Comcast offers.

Answer 1

Nevermind.  Thanks to all for past help but I am done with Nokia.  I remained loyal for a very long time but things just got worse and worse when it comes to ease of use.  I am jumping ship.