My Comcast experience Feb 2017

[Northerner52]

I called a week before I was moving to a new home in Pine Ridge. I was told Comcast says there is an empty lot on the address I gave them . Someone promised to get back to me. No one did. I called again 3 days before I was moving. There was no record of my call. I was now issued a case #. The next day when I called back I was told I had to prove there was electricity active at the address and supply them with a statement. Since I was just establishing service the electric company emailed me a screen shot showing my name and address and active service. I had to email to the Comcast rep I was now dealing with. I was assure this person would get back to me. Never did. The next day I heard my case was closed with no notes. I was given a new case number and had to email a new person proof of my electric service. I was assure she would take care of it. The following day I emailed her 2x and asked for an update. No response. The evening of the day I moved in....now 9 days from my first call to Comcast I call again. Now a new rep tells me he will look into it and promised to definitively find out the situation. As I waited for his call. I called Spectrum. I was told they service my address and could install me the next day, a Saturday. I agreed. The Comcast rep calls me back and tells me someone is standing by and he needs proof I have electrical service. ( the third request) and that it could take 6 days for them to determine if I could have service there. There was another Comcast person that I spoke to in between one of these other calls that was telling me permits had to be pulled. That conversation was short. After I hear the third request for electric service proof and a 6 day answer I told him I was canceling Comcast and switching to Spectrum. Spectrum installed service in less than 24 hours. It's too bad as I prefer Comcast but I had had enough. BTW, the house across the street has Comcast service.

[rubicon]

Indeed we are at the mercy of the employee.

I had to deal with COMCAST because of loss of service. The tech guy was at my house immediately ( in the area) advised tha my signal was weak from the tripod and to call HO. I did at the very next morning the tech guy was there and explained the weak signal encompass a wide area and showed me his I-pad display of the problem area. that same day another crew was out and by 2:00PM they finished and never interfered with my use of TV Interne, phone
Additionally their customer service office kept us informed with continual with pre-recorded message and a contact number.

I have nver had a real problem with COMCAST

[jchase]

Call Deb Brainard, Comcast manager. She'll get things done. 904-256-1800
Email
Debbie_Brainard@cable.com
Also assistant manager is Gary Hicks - 352-630-7139
I've had good luck with both.

[dbussone]

I called a week before I was moving to a new home in Pine Ridge. I was told Comcast says there is an empty lot on the address I gave them . Someone promised to get back to me. No one did. I called again 3 days before I was moving. There was no record of my call. I was now issued a case #. The next day when I called back I was told I had to prove there was electricity active at the address and supply them with a statement. Since I was just establishing service the electric company emailed me a screen shot showing my name and address and active service. I had to email to the Comcast rep I was now dealing with. I was assure this person would get back to me. Never did. The next day I heard my case was closed with no notes. I was given a new case number and had to email a new person proof of my electric service. I was assure she would take care of it. The following day I emailed her 2x and asked for an update. No response. The evening of the day I moved in....now 9 days from my first call to Comcast I call again. Now a new rep tells me he will look into it and promised to definitively find out the situation. As I waited for his call. I called Spectrum. I was told they service my address and could install me the next day, a Saturday. I agreed. The Comcast rep calls me back and tells me someone is standing by and he needs proof I have electrical service. ( the third request) and that it could take 6 days for them to determine if I could have service there. There was another Comcast person that I spoke to in between one of these other calls that was telling me permits had to be pulled. That conversation was short. After I hear the third request for electric service proof and a 6 day answer I told him I was canceling Comcast and switching to Spectrum. Spectrum installed service in less than 24 hours. It's too bad as I prefer Comcast but I had had enough. BTW, the house across the street has Comcast service.



Watch out Comcast doesn't bill you for false services. It would not be the first time.


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[retiredguy123]

I had just the opposite experience when I moved into Pine Ridge in February 2016. Brighthouse incorrectly told me they did not service my address even though they had a cable box in my front yard. I had to get Comcast instead. It's pretty bad when the cable company loses business because they don't even know where their own cables are located.

[Nucky]

If there is a customer service shortcoming, Concast has them all and the longer your with them you will probably encounter many of them. Sort of like Jesse James without the mask. A true bunch of clowns. Concost is going to bill you for something....mark my words.

[Two Bills]

If Comcast bill you, ask for proof of Company Registration, then Tax Reg No. etc. etc.

[Mikeod]

Had a similar experience with Comcast in St. Augustine trying to get service in a ten year old home. They kept telling me the address didn't exist. Yet the original owner had Comcast when we bought it. And the rep was insistent that I was wrong. And this was after I had called, like the OP, weeks in advance to set up the install on the day I arrived, blocking out the whole day.

By comparison, my experience with them here, apparently unlike many others, has been fine. The only downside has been the need to call them every two years to get a reasonable rate.

[dbussone]

If there is a customer service shortcoming, Concast has them all and the longer your with them you will probably encounter many of them. Sort of like Jesse James without the mask. A true bunch of clowns. Concost is going to bill you for something....mark my words.



[emoji106][emoji41]


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[Northerner52]

Her email bounced. Maybe she couldn't take it anymore!

Call Deb Brainard, Comcast manager. She'll get things done. 904-256-1800
Email
Debbie_Brainard@cable.com
Also assistant manager is Gary Hicks - 352-630-7139
I've had good luck with both.

[Jaggy]

Her email bounced. Maybe she couldn't take it anymore!

try calling and leave a message.. she called me right back and corrected my billing problem...very nice lady.. also her email.. did you put the little line thingy_ between her first and last name?

[photo1902]

Her email bounced. Maybe she couldn't take it anymore!

It bounced because you were given the wrong email address. The correct one is: Debbie_Brainard@cable.comcast.com

[autumnspring]

I called a week before I was moving to a new home in Pine Ridge. I was told Comcast says there is an empty lot on the address I gave them . Someone promised to get back to me. No one did. I called again 3 days before I was moving. There was no record of my call. I was now issued a case #. The next day when I called back I was told I had to prove there was electricity active at the address and supply them with a statement. Since I was just establishing service the electric company emailed me a screen shot showing my name and address and active service. I had to email to the Comcast rep I was now dealing with. I was assure this person would get back to me. Never did. The next day I heard my case was closed with no notes. I was given a new case number and had to email a new person proof of my electric service. I was assure she would take care of it. The following day I emailed her 2x and asked for an update. No response. The evening of the day I moved in....now 9 days from my first call to Comcast I call again. Now a new rep tells me he will look into it and promised to definitively find out the situation. As I waited for his call. I called Spectrum. I was told they service my address and could install me the next day, a Saturday. I agreed. The Comcast rep calls me back and tells me someone is standing by and he needs proof I have electrical service. ( the third request) and that it could take 6 days for them to determine if I could have service there. There was another Comcast person that I spoke to in between one of these other calls that was telling me permits had to be pulled. That conversation was short. After I hear the third request for electric service proof and a 6 day answer I told him I was canceling Comcast and switching to Spectrum. Spectrum installed service in less than 24 hours. It's too bad as I prefer Comcast but I had had enough. BTW, the house across the street has Comcast service.

The only good thing about comcast is the others are as bad. Frankly, we are ex-new yorkers. There was far more competition and the service was not only better but cheaper as well.

I've been told to recycle my modem so many times that I now have in plugged into one of those power taps with a separate switch so it is far easier to reboot the modem.

We lost all service last weds-that is the PHONE,TV and Computer. We had a service appointment for thurs as you know they have a three hour window so you waste half a day waiting. We received a computer confirmation.
BUT THE REPAIR PERSON NEVER SHOWED UP. We called and were told the earliest they could get to it was saturday. Asked for a manager and got put through to BOB-no one will give a last name so I asked for his id #.
I also got a file number for the CREDIT I was obviously due.

Friday they sent the tech over, he found it was a broken wire next door. He can't fix that they need to send the wire guy. So we wasted all day friday with comcast. Now 1.5 days wasted and no service for three days.

Now for the credit. When, I called re: credit, I got some clerk who said the credit would be EIGHTEEN DOLLARS and HBO for 3 months. I suggested one month free would be more reasonable. I asked to speak with a manager he gave me exactly the same thing $18 plus HBO for 3 months. I told him, I need to simmer down AND DECIDE WHAT I AM GOING TO DO. I told him, I have several options-1. I CAN CHANGE TO BRIGHT HOUSE 2. I CAN SIMPLY NOT PAY HIS BILL AND TAKE HIM TO SMALL CLAIMS COURT- 3. ACCEPT THIS ............FROM HIM.

I don't know what it is like here but small claims court is a peoples court. Last time I sued a company in small claims court was over 20 years ago. It was truly an adventure.
Your cost is like $20 to file the case. They will send an atty so it costs them like $300 an hour.

Is it worth it? Most people say no. Which explains why the can and do treat US like ....................

[EdFNJ]

ComCrap is the devil. Unfortunately I needed faster Internet service then bright house could provide so I had to make a deal with the devil.

Do I ever miss Verizon FiOS from New Jersey.


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[jim32]

I guess I'm one of the fortunate ones; I've had Comcast since moving to The Villages in 2001 and never really had a problem with them. Their prices are the only thing I'm a little unhappy about, but I think it's a case of you get what you pay for in this case.

[rubicon]

I guess I'm one of the fortunate ones; I've had Comcast since moving to The Villages in 2001 and never really had a problem with them. Their prices are the only thing I'm a little unhappy about, but I think it's a case of you get what you pay for in this case.

Ditto jim since 2006.

[EdFNJ]

The only time you will have a problem with them is "when you have a problem!" ;)


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[photo1902]

Ditto jim since 2006.

Double ditto. Very happy with them.

[Skip]

Her email bounced. Maybe she couldn't take it anymore!

Try @comcast.com

Skip

[Yung Dum]

I called a week before I was moving to a new home in Pine Ridge. I was told Comcast says there is an empty lot on the address I gave them . Someone promised to get back to me. No one did. I called again 3 days before I was moving. There was no record of my call. I was now issued a case #. The next day when I called back I was told I had to prove there was electricity active at the address and supply them with a statement. Since I was just establishing service the electric company emailed me a screen shot showing my name and address and active service. I had to email to the Comcast rep I was now dealing with. I was assure this person would get back to me. Never did. The next day I heard my case was closed with no notes. I was given a new case number and had to email a new person proof of my electric service. I was assure she would take care of it. The following day I emailed her 2x and asked for an update. No response. The evening of the day I moved in....now 9 days from my first call to Comcast I call again. Now a new rep tells me he will look into it and promised to definitively find out the situation. As I waited for his call. I called Spectrum. I was told they service my address and could install me the next day, a Saturday. I agreed. The Comcast rep calls me back and tells me someone is standing by and he needs proof I have electrical service. ( the third request) and that it could take 6 days for them to determine if I could have service there. There was another Comcast person that I spoke to in between one of these other calls that was telling me permits had to be pulled. That conversation was short. After I hear the third request for electric service proof and a 6 day answer I told him I was canceling Comcast and switching to Spectrum. Spectrum installed service in less than 24 hours. It's too bad as I prefer Comcast but I had had enough. BTW, the house across the street has Comcast service.

Aye Caramba!

[Northerner52]

5 days after I moved in and 4 days with Spectrum/Brighthouse..I get a call from one of the Comcast reps who did follow through and told me they now have my home in their system and I can install Comcast. I would have liked to tell them sorry but I have switched due to Comcast problems but I dislike the Spectrum remote so bad and missed the 'voice search' that Comcast has ( on its upgraded DVR) I am switching. The rep said they could install today...and 30 minutes later they were at my door. Smooth as silk. Here are the benefits Comcast has over the others: Best remote in the biz, The Villages TV and radio stations on the Comcast channels 2 and 99. VOIVE SEARCH...even on Netflix via Comcast.

[Wavy Chips]

5 days after I moved in and 4 days with Spectrum/Brighthouse..I get a call from one of the Comcast reps who did follow through and told me they now have my home in their system and I can install Comcast. I would have liked to tell them sorry but I have switched due to Comcast problems but I dislike the Spectrum remote so bad and missed the 'voice search' that Comcast has ( on its upgraded DVR) I am switching. The rep said they could install today...and 30 minutes later they were at my door. Smooth as silk. Here are the benefits Comcast has over the others: Best remote in the biz, The Villages TV and radio stations on the Comcast channels 2 and 99. VOIVE SEARCH...even on Netflix via Comcast.

Unless that remote can get you a beer from the fridge and wash your car, you are making a huge mistake. :ohdear:

[TheDude]

Unless that remote can get you a beer from the fridge and wash your car, you are making a huge mistake. :ohdear:

really, xfinity has the fastest internet in TV, (75 to 100mb, where others are at 2-4 I think) you can 4K Netflix (need 35mb for that), and the voice thing is cool. If I need a beer, I ask the dog.

The remote is pretty nice IMHO

And no, I don't work for them, I don't work.

[photo1902]

really, xfinity has the fastest internet in TV, (75 to 100mb, where others are at 2-4 I think) you can 4K Netflix (need 35mb for that), and the voice thing is cool. If I need a beer, I ask the dog.

The remote is pretty nice IMHO

And no, I don't work for them, I don't work.

:clap2:

[stan the man]

I recently had some dealings with Comcast. About a week ago my Internet speed was down to near Zero. I called and got tech services, We tried numerous things I even went and got a new modem from them. Arrange for a tech to come to the house, Which happened the next day. I couldn't be happier. The fellow that came to the house was knowledgeable And went about his business in a professional way. Had the problem resolved in about two hours,And arrange for another tech to come to the main box next day To take out some of the flux that was still in the line. I think the fella's name was Jason Tht came to the house I have nothing but good to say about the whole operation

[Paper1]

We really need some stronger consumer protection laws that have some teeth. The cellphone, TV, and internet industries have a near monopoly and no consequences for bad service and price gouging. They hold all the cards as they have a much more effective lobbying team than consumers have.

[biker1]

There is a lot of competition in The Villages. If you are unhappy, switch to someone else. For example, we have 5 choices for TV if you are south of 466a, 4 if you are above 466a.

CenturyLink
Comcast
Spectrum (aka Brighthouse, below 466a)
Dish
DirectTV


You can also get your TV free via an Over-the Air antenna.

You have 3 choices for internet:

CenturyLink
Comcast
Spectrum (again, below 466a)

plus you can also go cellular (although not recommended).


For cellphone, you have the usual suspects:

Verizon
AT&T
TMobile
+ a host of smaller outfits



We really need some stronger consumer protection laws that have some teeth. The cellphone, TV, and internet industries have a near monopoly and no consequences for bad service and price gouging. They hold all the cards as they have a much more effective lobbying team than consumers have.

[biker1]

Actually, CenturyLink has the fastest internet with a 1 gigabit/sec offering if you have fiber to your house. It is not clear to me what you would do with the bandwidth but it is available.

really, xfinity has the fastest internet in TV, (75 to 100mb, where others are at 2-4 I think) you can 4K Netflix (need 35mb for that), and the voice thing is cool. If I need a beer, I ask the dog.

The remote is pretty nice IMHO

And no, I don't work for them, I don't work.

[Barefoot]

Call Deb Brainard, Comcast manager. She'll get things done. 904-256-1800
Email
Debbie_Brainard@cable.com
Also assistant manager is Gary Hicks - 352-630-7139
I've had good luck with both.
I just called Gary Hicks, there is a recording on his phone that his mail box isn't set up.
I just called Deb Brainard, there is a recording on her phone that says she is out of the office until January 26.

[Wavy Chips]

I recently had some dealings with Comcast. About a week ago my Internet speed was down to near Zero. I called and got tech services, We tried numerous things I even went and got a new modem from them. Arrange for a tech to come to the house, Which happened the next day. I couldn't be happier. The fellow that came to the house was knowledgeable And went about his business in a professional way. Had the problem resolved in about two hours,And arrange for another tech to come to the main box next day To take out some of the flux that was still in the line. I think the fella's name was Jason Tht came to the house I have nothing but good to say about the whole operation

Wow, first, Comcast failed to deliver the service you were paying for, next, you went out yourself to get a new modem, spent 2 hours of your time on the second day to get the service fixed, then arranged for another service call on the 3rd day to complete the "fix." Sure, you are retired with all the time in the world, but that is not good service. But hey, the remote is amazing! :rolleyes:

[dbussone]

I just called Gary Hicks, there is a recording on his phone that his mail box isn't set up.
I just called Deb Brainard, there is a recording on her phone that says she is out of the office until January 26.



January 26 of which year? That, IMHO, is an exemplar of the problem with Comcast. You know I wish well for you Barefoot. Sounds like an intervention might be necessary.


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[TheDude]

Actually, CenturyLink has the fastest internet with a 1 gigabit/sec offering if you have fiber to your house. It is not clear to me what you would do with the bandwidth but it is available.

Not true

I have fiber in my house, which they installed, they the best they do os 10mb

[biker1]

Sorry, your wrong. I have fiber to my house and have 40 megabits per sec download/20 megabits per sec upload. 100 megabits per sec and 1000 megabits per sec (1 gigabit per sec) are also available. How do I know this? I asked them 6 months ago about my options during a routine call to see if there was better pricing available with any of their plans. I am south of 466a where fiber was run up to the houses during construction.

Not true

I have fiber in my house, which they installed, they the best they do os 10mb

[TheDude]

I don't believe you were told correctly for your area. Well the company may have 1GB (and they do) HOWEVER not in the zip code 32163. Maybe he was just a salesman, wonder if that was true? Would you guys say how much was quoted for the 1GB download? Doubt it was quoted. xfinity gives you the true numbers for a great price. (And again, I do not work, so I do not work for them. I did my research first). Maybe you should report this to the senior watch?

Here are the screenshots as my proof. I went to the industry standard speediest.net for the numbers. I've have multiple companies for internet service in my life and all the techs go here to check. I also went to the CenturyLink website and checked my zip code.

66252

66253

Doubt no one will either admit they are wrong, or prove me wrong. Misinformation seems to be easy to cover up with silence or misleading attacks. Maybe someone was right but that is for another forum. (this post is NOT POLITICAL in any way) Oh, and I was wrong when I said 10mb, its 100mb max.

[biker1]

For kicks, I had asked them for the 1 gigabit/sec pricing. It was about $125/month. It could be turned on from their office with no visit to the house required. They could turn it on tomorrow if I wanted them to.

Best to check their website, put in your address and see. Maybe he was just a salesman, wonder if that was true. But also remember, the internet isn't always right, maybe they did improve. Would you guys say how much was quoted for the 1GB download? If its a crazy number, then xfinity is a better value.

66252

[biker1]

Actually I was told correctly. As a customer, they also send me flyers asking if I want to upgrade to 1 gigabit per second. The flyers actually started long after I knew I could get 1 gigabit per second. A bit of a time lag between engineering and marketing. I have seen this before at a previous home where I had fiber based IPTV and internet access long before the marketing people were pushing it. The webpages are the worst place to look as they aren't current or are just wrong. First or second level tech support is where the real knowledge is. By the way, "GB" is shorthand for "gigabyte" (1024 ^3 bytes). Bandwidths for internet service providers are generally specified in terms of nominal gigabits per second. There are 8 bits to a byte so quoting in units of "GB" means you are off by a factor of 8. Full disclosure: I studied Computer Science in Graduate School.

I don't believe you were told correctly for your area. Well the company may have 1GB (and they do) HOWEVER not in the zip code 32163. Maybe he was just a salesman, wonder if that was true? Would you guys say how much was quoted for the 1GB download? Doubt it was quoted. xfinity gives you the true numbers for a great price. (And again, I do not work, so I do not work for them. I did my research first). Maybe you should report this to the senior watch?

Here are the screenshots as my proof. I went to the industry standard speediest.net for the numbers. I've have multiple companies for internet service in my life and all the techs go here to check. I also went to the CenturyLink website and checked my zip code.

66252

66253

Doubt no one will either admit they are wrong, or prove me wrong. Misinformation seems to be easy to cover up with silence or misleading attacks. Maybe someone was right but that is for another forum. (this post is NOT POLITICAL in any way) Oh, and I was wrong when I said 10mb, its 100mb max.

[Chellybean]

welcome to Comcast rated the worsted in customer service. l.o.l

[Barefoot]

I just called Gary Hicks, there is a recording on his phone that his mail box isn't set up.
I just called Deb Brainard, there is a recording on her phone that says she is out of the office until January 26.

January 26 of which year? That, IMHO, is an exemplar of the problem with Comcast. You know I wish well for you Barefoot.

It's so frustrating!! I've been charged $210 for terminating a contract that I never agreed to.
I emailed Deb Brainard last week with a follow-up email this week; but I've heard nothing back.
I don't even know if she received my emails (I sent it to both email addresses mentioned in this thread).

[TheDude]

well, if they can do 1GB then their website is wrong. It could be for business customers.

125$ a month is a lot though (to me). 80MB (for me) is overkill. So doing the math 8% of 1G is overkill and overkill only is 40$ a month. I have no computer skills. I do have google skills :) 35MB download is needed for 4K Netflix. 83MB is more than double.

Now, if you need 1GB, GB you. Are you going to do it, I would love to know how much better it feels. Maybe I'll change my mind.

[biker1]

Their website is not necessarily wrong - it is just not up to date. As I already stated, I can get 1 gigabit per sec at my home, right now.

You would need to have a serious download habit to make it worth while. I work on software development projects from my home office and 40 megabits per sec (download) is more than sufficient and I move some large tarballs around.

I have no need for 1 gigabit per sec and I am content paying $34 per month (total with all taxes and fees) for 40 megabits per sec.

Please don't use "GB" and "MB" when you really mean "Gb" and "Mb". The lower case "b" indicates bits and the upper case "B" indicates bytes.



well, if they can do 1GB then their website is wrong. It could be for business customers.

125$ a month is a lot though (to me). 80MB (for me) is overkill. So doing the math 8% of 1G is overkill and overkill only is 40$ a month. I have no computer skills. I do have google skills :) 35MB download is needed for 4K Netflix. 83MB is more than double.

Now, if you need 1GB, GB you. Are you going to do it, I would love to know how much better it feels. Maybe I'll change my mind.

[Barefoot]

It's so frustrating!! I've been charged $210 for terminating a contract that I never agreed to.
I emailed Deb Brainard last week with a follow-up email this week; but I've heard nothing back.
I don't even know if she received my emails (I sent it to both email addresses mentioned in this thread).
Can anyone suggest a different way to contact Deb Brainard, or another Comcast official that could help resolve my issue.

[MikeyBoo54]

Actually I was told correctly. As a customer, they also send me flyers asking if I want to upgrade to 1 gigabit per second. The flyers actually started long after I knew I could get 1 gigabit per second. A bit of a time lag between engineering and marketing. I have seen this before at a previous home where I had fiber based IPTV and internet access long before the marketing people were pushing it. The webpages are the worst place to look as they aren't current or are just wrong. First or second level tech support is where the real knowledge is. By the way, "GB" is shorthand for "gigabyte" (1024 ^3 bytes). Bandwidths for internet service providers are generally specified in terms of nominal gigabits per second. There are 8 bits to a byte so quoting in units of "GB" means you are off by a factor of 8. Full disclosure: I studied Computer Science in Graduate School.

:MOJE_whot::MOJE_whot::MOJE_whot::clap2::clap2::cl ap2:

Well stated........and a great demonstration of a trained professional in his field.