Comcast High Speed ISP Review

Overall 2.86 of 5 view all 37 reviews

awanda2139
Sacramento, CA

Love the service, hate the customer service...well, lack thereof

expecting good, fair service, a busy person, a pet owner, a IT Professional

Pros

always on connection, download speed rocks

Cons

Fee for changing type of service, No Customer Service, Lies about what you're signing up for, scheduling installation was AWFUL, high priced, no reimbursement for bad service

NOV

2007

Comcast High Speed ISP —

Wow, where do I start when it comes to Comcast. I love the service, the cable comes in clear and the Internet access is fast!

So, I sign up for a comcast deal online via their website. It says I'm signing up for Digital Cable and Internet for $33 a month each for 6 months. I have the print out of everything I signed up for in case there was any confusion...good thing I did.

I bought my own cable modem (had a rebate to get one free). The installer comes out and hooks up my modem and cable, notes that I am using my own cable modem so I don't get charged the monthly rental fee. Since I had to make the first month's payment up front, it automatically has the rental fee on it, but the tech said I should get a credit for that $3 in my next statement. I get all sorts of movie channels and everything I should be getting with the Digital package I signed up for.

Sadly, when I get my first bill, there is the $3.00 monthly modem rental fee on it. So, I called and told them that I had my own modem since the day it got installed and asked for the refund of the two fees. Guy says OK, good, done...until I get my next statement. The guy only credited from the day I made the call, I only got like $1 back. Whatever, not enough money to make a fuss over. However, shortly after I called them on the modem, my service went from all the Digital channels I was getting to the Basic (non-digital) package. Again, I call and talk to a rep who says I wasn't suppose to be getting all those channels in the first place and that what I signed up for "Enhanced" cable with On-Demand capabilities. I pull out all my print outs and fight with the "customer service" rep for about 10 minutes - me saying I have proof that I signed up for Digital cable, her saying that all their channels are digital and so I am getting Digital cable. No winning there, no customer service, no explanation, no nothing, just the rep constantly saying that I am getting Digital cable even though I don't get all the channels. So, I'm like fine, whatever. I even just put up with that because it was only $33 a month.

Then what happens? After only 3 months, I start getting charged the regular rate for both my cable and my Internet. I call (yet, again) and argue with the rep (again) about the fact that they say I signed up for a deal that only lasted 3 months, I'm telling them I have the print outs of what I signed up for and it was suppose to last 6 months. So finally, the rep tells me that need to open a ticket and find the original information on what I signed up for and that I should be getting a call in a week or two. Great. Well, I refuse to pay the bill until they get it straightened out. After two weeks, I get no call, just a letter from Comcast saying they are going to disconnect my service because I haven't paid the bill. So I call (yes, again) and this time the rep says that they have no open ticket for my account. By now, I'm fuming and ready to cancel my service. Luckily, this time I got a good Customer Service rep who went into my account and gave me a new 6 month $33/each deal. I still had to pay the full price for that one month, but this gave me an additional 3 months at the lower rate. Sweet!

Sadly (again), when I get my first bill, it shows a service protection plan that I never asked for or approved, so I had to call again and get that taken off.

So after my cool new 6 months of $33 service, my deal is over and it's time to start paying full price. So I call and change my cable from this supposed "digital" package to just the basic cable that is $12.99 a month. Well, they charge a $13.99 fee for changing services, fine, whatever, I should be used to Comcast ripping people off. We setup a day/time for a tech to "come out" and change the service. The tech comes out and poof, all of a sudden, I have no service at all!!! I call (how many times is this now, I lost count) and get service setup for a tech to come back out to my place and try and fix the problem (of course this service window is smack dab in the middle of a work day so I have to time off work to be home for the tech). I was told that since I have my own modem and do not use one of theirs that there is a fee to have a tech come out and check my line. I tell them that I am not paying anything for a tech to come out and fix what a previous tech did. She continues to tell me that if it is not a problem with the line, but a problem with something inside my house that I will be charged for the service call. Well, I know it is not my modem since my cable doesn't work either and especially since everything worked fine until the tech had to "come out" and downgrade my service. Well, the tech did come and in a few minutes of looking around inside, he finally goes outside to the cable box and has my service back within 2 minutes.

So now I finally have what I should have, to bad I have to pay too much money to get it. I'm waiting to see if I get a charge on my account for the tech to come out and fix their problem, it wouldn't suprise me in the least. Unfortunately, Comcast is the only thing available in my area, I can't even get DSL because the phone lines are so old. So I'm stuck with them until I move.