Services we offer
DIGITAL CABLE WITH CHANNEL 1 ON DEMAND, HDTV, DVR, HIGH-SPEED INTERNET & COMCAST DIGITAL VOICE.
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We canceled, and they tried to bill us for services even though they had offered a 100% money back guarantee, took us a month of back and forth to get the charges removed. Also, they kept sending us e-mails to a comcast account that we no longer had.
We went back to Uverse.
Comcast now charging for home data usage but no documentation available.comcast software not working.
Comcast customer service is basically useless when I have an outage like this. I have worked in the computer industry for 30 years, so I have some experience troubleshooting technical problems. When I told them that my internet and cable both went out at the same time, they wanted to talk me through a series of steps for troubleshooting the modem. The modem has no impact on the cable tv, so with both services going out together, the problem obviously was not the modem. It took me about 15 minutes of arguing with the customer service rep before she could grasp that.
Then she wanted me to reset everything and check for loose connections, etc. My modem is plugged into one jack, and the cable box is plugged into another, so again that doesn't explain everything going out at the same time. This was obviously something preventing the signal from getting to my house, but she could not grasp that concept. Next, she decided that they would have to send a tech to my house to troubleshoot. They wouldn't be able to get a tech here until this afternoon, and there was no willingness to even consider the possibility of a problem on their end until the tech had been here.
As has typically been the case in the past, my internet and cable suddenly came back on before the tech got here. This proves that nothing was wrong on my end, and sending a tech before considering any other cause was a complete waste of time. Basically, I received no useful assistance from them whatsoever. Every time I call them, I get this run around, and I just end up losing my temper and raising my blood pressure.
This process of going through troubleshooting steps that don't even fit the problem, then having to wait for a tech to come out and verify that the problem is not on my end, is completely unacceptable. I work from home a lot, so I rely on my internet connection to do my job. With their level of customer service, it's usually at least the next day before they can get a tech out here in any case. Meanwhile, I can't work.
They need to have customer service reps who can use some logic to narrow down the problem instead of working off the same checklist for every problem. My experience has been so bad that I am looking into other options for both my cable and internet service. I would recommend to anyone that Comcast be their last resort for any service that they offer. They have a terrible reputation nationwide, and it's very much deserved in my opinion. They won't change until they start to lose significant business due to these issues. Frankly, I don't understand how they stay in business like this.
The next day we had the same kind of problems where we could not see a picture or hear the sound intermittently. We had to go out of town and none of our favorite programs recorded where you could see them.
When we got home Comcast sent two techs out and they finally fixed the problem. They took a number of amplifiers out and replaced them with a better one outside. They also replaced the cable to our house with a much stronger one like the first tech claimed he had done.
Our service has been satisfactory ever since.
Normally when we have had problems over a period of time Comcast has offered to credit our account and has given us some free premium channels for a time in appreciation of our being without service for a time.
This time I had to argue with customer service to even get some partial credit for the lost service and there was no interest in offering anything for the 2 week loss of service.
We will change our cable service when we get a competitor.
The technician came and swapped out the box with no mention of a charge.
When I later got the $40 bill for the Tech to swap out the box I was very upset at Comcast.
I have just recently discovered that Comcast supports Al Sharpton and his efforts to divide the white and black citizens of our nation that resulted in the murder of two NY policemen recently.
I will change to other Cable TV providers when I get the first chance.
Finally, they agreed to send a tech out and scheduled that for eight days later. In the meantime, no service except two of the TV connections. When he arrived, the tech acted like it was his first time there and disparaged the first service. Well, my wife said it was the same guy as the first time. Surprise, he had no success.
After repeating the telephone call game, we finally got a tech who corrected the original problems and got everything working - two an done-half weeks after the original visit.
One of teh representatives had told me to call back when the system was working to get a credit. I called and had a terrible time getting teh rep to even consider a credit, even though my seven or eight hours of phone tme must have been documented - right? Well she agreed to credit our account a whopping $24.00 off our $119.00 monthly service. Well, I was so thrilled I told her to forget it.
After logging on to my account and following the instructions to activate the modem I got a message that I couldn't activate the modem due to "retail blocking" and I was referred to a chat site or 1-800 number. I first attempted to resolve the situation via the chat site. After 10 minutes or so of "chatting" with a representative, I was told that they couldn't resolve my problem and that I would have to resort to the 1-800 number. After calling the 1-800 number, and waiting on hold for 30 minutes, I had to talk with three different individuals. Each individual required me to provide my 16-character account number. This process took 90 minutes. I actually had to plug in my cell phone to ensure that I wouldn't lose power while waiting for someone. Finally we were able to achieve activation of the new modem.
To add insult to injury, I just received my COMCAST bill, and found that they charted me $39.95 for a "technician visit" and $60.00 for a "3 product install". Also, I recently checked out my local COMCAST service center (Grayson, Georgia) in an attempt to return my old modem. When I got there early on a Saturday afternoon, it looked like the Department of Motor Vehicles! There were at least 75 unhappy people in a serpentine line waiting for help.
If you're a COMCAST customer and need "service", be wary. Be very wary.
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