1

Just wanted to share a warning or bit of advice for anyone that uses Comcast services. When moving and changing address of your service and you plan on doing a self install, do not call to transfer until the day you move.

I called to set my services to transfer over the weekend but because of a known bug in Comcast’s system all of the equipment transfers to the new account and address immediately despite the transfer being pending. Because of this I no longer had service at my residence and was told by customer support that the new address, which I have yet to sign the lease at, is up and running with great signal.

I had to spend over 90 min on the phone with 6 different people to get the transfer canceled, have the equipment moved back to my current account, and then turned back on. I will also have to call again when I move to repeat the process so that I can have service at the new place.

By the time the whole transfer is complete I will have called Comcast a minimum of 4 different times and spend more than 4 hours on the phone with them. And despite this is an issue that they know about and it happens every time they do a transfer with a self install they offer no compensation and do not bother to fix it.

I just do not understand how a company of this size can be so incompetent and not resolve simple issues in a timely manner or treat their customers with any shred of decency.

The part that I found most amusing was the tech support guy stumbling though some feeble explaination about how my modem was at the end of its life cycle and I should replace it with one of the great options he had available. When I told him I work in IT and understand product life cycle and that my modem is only a year old he nervously laughed and quickly changed topics.

Has anyone else had similar dealing with Comcast or am I alone on this one?

20 Spice ups
2

And you are planning to still have them install at your new place why??

Comcast = the Devil!

3

The last time my husband called Comcast (he has decided it is not a good idea to put me on the phone with them) our internet service was not working. We told tech support we could access the modem and the ping test out from it even failed (so not a problem at our house the problem was external or at best a problem with the line coming into the house). The tech guy gave my husband the lame excuse that the wireless on our modem had gone out and we would have to replace it at one of their stores the next day after having him reset the modem and telling him the default password is on the bottom. The default password to login to the modem is not on the bottom it is the default wireless encryption that is there, not the default password. The wireless was working fine not that that mattered anyway as I have all the computers hard wired and color coded so I can trace a wire problem quickly. It was a service outage on their end, we did not need to replace the modem, nothing wrong with wireless and the tech was clueless.

4

Some places you don’t get much of a choice. Here it is either Comcast at 100mbs or dsl at 15mbs for the same price and 15mbs is the fastest you can get where we are with dsl.

2 Spice ups
5

They are the only real option to where I will be moving. Any other provider would charge around 3 times the price 1/4 of the speed/service

6

Comcast is the absolute worst. I’ve never once had a self install kit work out of the box. I always have to spend 45 minutes on the phone with them just to hear that they’ll need to either send a tech, and threaten a $50 service charge if I connected it wrong, or replace the cable box with an older crappier model. Where I live they’re the only provider unfortunately - It’s so frustrating. I cant wait to ditch cable one day.

7

No, you are not alone with this! Comcast is absolutely a pain to deal with anytime you are moving or getting new service setup. I had a similar issue with one of our sites when they moved from one location to the other and working with Comcast was a gigantic pain in the rear. I’ve found that their “tech support” is more interested in selling you new services/equipment than actually doing tech support. I actually got a call last week from some third party company who works with Comcast saying that we didn’t return a modem to them after our services were cancelled. I checked and it was for a site we moved and they used the same modem. I was dumbfounded that A) Comcast couldn’t have called me themselves on this, that they had to use an outside company and B) that their records showed that we cancelled service completely and that we had to return the modem. All ISP’s are difficult to deal with and I wish something could change with them

8

Sadly it’s not just Comcast either. My friends are moving to new house and they use Century Link for phone/DSL. They had called last week to schedule the service to be moved this coming weekend but they went on and moved the service that day! So now my friends are living at their current house with no phone/internet connection but the new house (where they don’t live yet) is totally hooked up!

How hard is it really to have a schedule function in ISPs software that actually works? Don’t they test this stuff before releasing it???

9

This is what happens when a monopoly forms

10

it’s pretty much the same for all ISPs, the only one I;ve dealt with that wasn’t completely horrible was Grande.

11

Trust me, if there was ANYTHING else in my area that at least offered a 10mb connection I would be GONE from Comcast in a HEARTBEAT! Only reason Comcast gets so much service is because they have a monopoly for service everywhere. The day Google comes out to my area, i don’t care what the cost, i would join instantly.

That being said, Ryan, I can totally sympathize. I moved from an apartment to a house that i build last winter and it was a complete nightmare. I should have just let my account expire or cancelled it and then opened a new one for the house i moved to. They ended up:

A.) not having the transfer moved over on the house til 1 week after i’d moved in.
B.) Killed my connection at my apartment a week and a half early.
C.) Still haven’t buried the cable running to the house (ITS BEEN 7 MONTHS COMCAST!).
D.) Oh did i mention that they also created two accounts and didn’t cancel the other one. (luckily after 5 hours on the phone i got it waved.)
E.) Had to tell them 6 Times to add my wife to the account, so she could make changes to it.

/end rant.

12

Yeah try actually getting that DSL speed. Here AT&T will “promise” 15 and deliver 1.5 lots of times.

Comcast is pretty much the only choice in a lot of places. But once you learn to deal with their stupidity it’s not so bad.

Assuming you are in the same city/town/whatever you can likely just plug the modem in at the new location and it will work. Often they leave the line connected too their network when people move out.

One bit of advise I have learned from them, always get a receipt. If you turn in any type of device get a receipt saying they received it.

Had a friend that owned his one modem and moved from a Suddenlink area to a Comcast area. Called to get service connected. They couldn’t use his modem because it wasn’t DOCSIS 3, so the tech tried one of theirs. No joy. So he tried another one of theirs. Still no joy.

So he said he’d just go buy a new one. Grabbed one from a local store, plugged it in, called and gave them the MAC address and it worked fine.

A year later he moved, when he called to cancel the service they asked him to return both of their modems AND the one he owned. He had to prove he owned the one he was using and went through heck trying to convince them he never used either of theirs.

They ended up being deployed at another customers location and were in the system twice.

13

I did a transfer recently and didn’t get hit by this. One tip - don’t bother filling in the online move form. All they do is give you a phone number to call, and then you have to give all the info over the phone again.

14

Dealing with Comcast is THEE most stressful and agitating process. You are not alone.

1 Spice up
15

This sounds like such a nightmare… I really hope TWC is not acquired by Comcast. For all the complaining about TWC, I really have had very few issues with my internet service with them. Sure it’s extremely overpriced ($80 per month for 50/5 mbps), but in 4 years I’ve only had about 30 minutes of downtime.

16

My blood pressure rose a little just by reading the subject. Cable companies are hell to deal with! You would think they would be a little easier to deal with, considering the massive profits they get from ripping off their customers.

17

When I moved, I cancelled my Comcast at the service center and my son who was staying in my house, set up his own service there. Since I didn’t know my new apartment number at the time, I waited a couple of days before going to the same center to set up my new service and bring back my old cable box. Instead of switching my old account to the new address, which I was told was how they did it, they set up a new account and restored my old one so that they were charging me for service at both places. It took 4 months before I finally got it all straightened out.

1 Spice up
18

Dealing with Comcast = You are screwed.

19

I HATE COMCAST. they are all incompetent a-holes who can just barely read a script and have no common sense at all. Took 4 months, going through 7 different supervisors, to get a line tech ordered to come out and fix the issue. Not to mention the first 4 scheduled times they were supposed to come out they never did and when I called with ref numbers they either said that doesn’t exist or it was already closed. Had to open new ones and wait again each time going through the escalation process because they wont send a line tech without the field tech authorizing it.

1 Spice up
20

I have scheduled and/or facilitated dozens, if not hundreds, of installs over the years. Verizon, AT&T, XO, Windstream, Paetec, L3, Brighthouse, Comcast, etc etc. Granted all my professional experiences are with Business service, i have had very few issues with most providers, except Comcast.

Normally my installs were scheduled ahead of time, with a few needing to be expedited, which was never an issue. I have received same day install’s from Brighthouse and Verizon a couple of times, and gotten T1’s installed next day (XO + Windstream). I needed an expedited install recently from Comcast for a new location for an existing customer. New location previously had Comcast TV + Internet as of a month before i needed service - so no site survey was required, and this was confirmed by my sales rep.

I gave an entire week (5 full business days) notice, and asked for an expedited install verbally, and via e-mail to my sales rep, their manager/supervisor, and copied the expedition team, AND my customer service rep (because i knew i would need one, i went ahead and got someone i could CC). Five (5) business days in, i hadn’t received a call from the Scheduling Team. I called My rep, she stated they would be calling by the end of the day. It was Thursday, and i was off Friday, so i gave them till Monday (didn’t tell them that, i just didn’t harass them until Monday). I called Monday, and got the same answer - Scheduling will be calling you by the end of the day. I explained to the Rescheduling Rep (CSR sent me to rescheduling) that i was told that last week, and never got a call. “The time frame is 5-7 business days for scheduling an install. Today is day 7, and you will be getting a call by the end of the day. If you don’t, feel free to call us tomorrow for assistance.”. I explained to her that “I was told that exact same thing last week. i call in for ‘assistance’, and you tell me to call tomorrow for ‘assistance’. This was an expedited install. My rep said it would be installed within 7 business days, NOT just scheduled.”. She proceeds to tell me the install was never expedited…

To make a ridiculously long story short, after exactly 8hrs and 43mins on the phone (total), 14 total business days waiting for the install, double-billing, and dealing with (IMO) the rudest people on the planet, I finally got Comcast service… but not the service i ordered. They forgot about the TV service, and gave me the Tier 1 internet package instead of the Tier 2… After another week, and the same run around, it finally got resolved.

I sent the VP of PR (for Florida) a VERY detailed description of my interaction with Comcast, and expressed my severe disappointment with the lack of respect, and absolutely horrible experience with Comcast. I got a generic e-mail response “Thank you for your feedback! We at Comcast strive for excellent customer service.” Blah Blah, generic generic, BS BS. Just to reiterate - this was a Business install. I cant imagine what residential customers are going through.

I will go without if Comcast is ever my only option.