I just signed up for a Comcast Double Play promotion today after being a Directv customer for 20 years (install is scheduled for Thursday). I already had the Extreme 105 internet, but no video services from Comcast.
My Directv bill was way too high - $110 for 3 TVs with promotional discounts (I am out of contract). A friend recently switched to Comcast and told me he was very happy with it. I thought since I already have the internet service from them, I would see what kind of bundle I could get.
They offered me what appeared to be a great deal, but I became very concerned when I received the confirmation email and several items directly contradicted what two different agents told me.
Here is what they originally offered me:
105Mb Extreme Internet plus Preferred 220 digital with free HBO for 24 months - $99.99
First box - free for 24 months
HD X1 DVR - $7.99 for 24 months
HD service fee - free for 24 months
Starz for 24 months - $1.00
Showtime for 24 months - $1.00
The total price was supposed to be $109.98 plus estimated taxes of $7.50 per month good for 24 months.
They also stated that my professional installation would be completely free.
Everything sounded great, so I signed up and scheduled the install. Several hours later I received a confirmation email with all of the details and it didn't match what they told me. This is what it said:
50Mb Blast Internet plus Preferred 220 digital with free HBO for 24 months - $99.99
First box - free for 12 months
HD X1 DVR - $7.99 for 12 months
HD service fee - free for 6 months
Starz for 24 months - $1.00
Showtime for 24 months - $1.00
Installation fee of $60
This is completely different.
The internet speed was half of what I have even though I was promised it would remain the same.
Most of the addon promotions are for 12 months or 6 months, not the 24 months they promised. I specifically asked if the price would remain the same for all 24 months. They clearly stated that it would. Lastly, they were charging me for the install that was supposed to be free.
I called to discuss the discrepancies and was told the following:
The agent stated that the internet speed was entered incorrectly and it was only listed as 50Mb. After further discussion, she agreed to fix it in the system and verified that it would remain at 105Mb for no additional cost.
She told me that they system only allows them to put in the promotional rates for 12 months or 6 months, but that the first agent clearly noted the 24 month offer in the notes and I would be able to call after they expire and get them extended with no issues.
Lastly, she did see in the notes where the install should have been free, so she immediately applied a $60 credit to my account.
The $60.00 credit appears on my account now, but I have no way of seeing the 105Mb change (I haven't received any type of confirmation email yet). As for the original agent telling me the prices would remain the same for all 24 months and the second agent telling me that this is true, but I would need to call back in - should I trust her? Has anyone else had to do this? I don't want to be stuck with a higher bill in 12 months and an ETF to cancel when it happens.
I really want to like Comcast and give them the benefit of the doubt, but things haven't started off real well. I'm just looking for other opinions and experiences before I do anything else. I am debating just canceling the appointment and keeping everything the same for fear that they are going to nickel and dime me while I am stuck in the 24 month contract.
Thoughts?
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