SHORT VERSION:
I have defended Comcast in the past because once a service is set up it works great. However, every time we have had service turned on, our package of channels upgraded, or a feature added (i.e. a sports package) it is a nightmare. If I ever buy another house in TV I will make sure that Spectrum is available so I would not have to deal with Comcast people ever again.
LONG VERSION:
Hubby asked me to order the MLB package a few days ago. Got on the web site and ordered it. I get a message saying there is a problem and I need to call them at the number displayed on the screen. I spend an hour on the phone with the customer service rep who has no idea why the baseball channels won't work. I tell her that we have Tivo devices, not Comcast equipment, and frequently when we add channels we have to call tech support and have them send a signal to the cable cards in the Tivo boxes to get them working. She says she can transfer me to tech support but there is a 30 minute wait. I say I can't do this right now, will call them tomorrow.
The next afternoon I look for the tech support number on their web site. THERE ARE NO PHONE NUMBERS LISTED ANYWHERE ON THEIR SITE. NONE. I had to find a number on a third party site. When I call the robot says I can wait on hold OR they can call me back. In either case, the wait will be 1-1/2 to 3 hours. I don't want them calling me back during dinner so I decide to call back in the evening. When I do the robot says the wait is now 3-1/2 to 5 hours. I decide to try again in the morning.
The next day I spend an hour on the phone talking to two different "technical support" people. Heavy accents, clearly on a VOIP line with that awful hissing in the background. They are reading questions from a script. ("Is the cable box plugged in? Are you sure the tv in on the correct input?" and so on.) I keep telling them I just need someone to zap my cable cards to update my channels. They are very nice but have no idea what I am talking about. Finally, the second guy says he needs to send someone to my house.
I know that it does not take a house call to configure my cable cards to display channels that I have paid for. (The charge has already shown up on my bill, of course!) But I also know (or at least believe/hope) that if they send a technician he will know how to get someone to zap my cards so hubs can watch his Phillies.
The more that people cut the cord and cancel their cable service, the more expensive cable gets for those of us still subscribing AND the worse the service gets. When a company does not offer a phone number anywhere on their web site, that is a huge red flag. You have been warned!
kathy
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