Some things never change - Comcast is still, by far, the worst company I've ever had the misfortune of dealing with.
Signed up about two weeks ago for the $99.00 per month double play with internet blast service and one HD DVR and two HD boxes for about $132.00 total. I have no use for the triple play as I use my cell phone for everything. I do the self install, and despite one bad DVR which I needed to exchange, things were going great the first week. I start to miss the premium channels that I had with U-Verse, so I decide to call in and see what my upgrade options are. The CSR says that she can upgrade me to the premiere triple play with the X1 platform and move me from Blast to Extreme for $159.99 including two HD boxes and 1 HD DVR.
Me: "That sounds great, but I have no need for the phone service."
CSR: "That's ok, you dont have to use it, it just works out that it's the best upgrade option for you."
Me: Sounds great! Sign me up!
CSR: "OK, did you want to do the self install like you did with your original installation?"
Me: "Yes, please"
CSR: "Ok, we can have those boxes sent out to your home"
Me: "Great"
CSR: "Ok, let me put you on a short hold and I'll get all this going for you'''"
10 minutes later...
CSR: Hi Doug? The system wont let me add the X1 as a self install so we'll have to charge you $99.00 for professional installation."
CSR: "You just told me I can install it myself and not only are you now telling me I can't do that but I also have to pay $99.00 for installation????"
CSR: "Yes sir"
At this point I'm slightly pissed, but if that's the way it has to be, I can live with it.
Move ahead until the day before installation and here comes my confirmation email with my new charges.
Hmmm, wait a minute, they've added an $8.00 per month fee for a modem. That's OK, I'll call them up and mention once again that I just spent $120.00 for my Comcast approved, Motorola SurfBoard SBG6580 and we'll get this sorted.
CSR: "Well, sir, you need to use our modem for the telephone service."
Me:"But I don't want the telephone service and I was told I don't need to use it."
CSR: "That's correct sir, but we have to hook it up and make sure it works so that is why you have to use our modem."
ME: "BUT I DON'T WANT THE TELEPHONE SERVICE"
CSR: "Well, you need to use our modem or we can't upgrade you"
Me: (seriously agitated at this point) "Fine, do not change anything. I'll stay where I am"
CSR: "Thank you for calling Comcast and have a great rest of your day"
Me: *click
Fast forward to yesterday, have a letter from Comcast that states:
Dear Blast! Internet Customer:
We are updating several of our Double Play and Triple Play packages to include Xfinity Blast Internet service within the monthly service rate. Based on this change, you will now receive Blast! Internet service with your package. But for the same monthly rate you are paying now, you can have an internet upgrade from our Blast! Internet speed with download speeds of 50 Mbps to our Extreme Internet service with 105 Mbps download speeds.
To get started with the faster speeds, we need your permission to upgrade your service. Call x-xxx-xxx-xxxx now to activate your Extreme speeds.
Hmmmm, OK, this may help calm me down and restore my faith in Comcast. Let's call them up shall we?
First attempt, CSR says his system is down, please call back in an hour.
*sigh
Call back in an hour and get a pleasant CSR this time that takes care of the upgrade for me and asks me if it's OK to record me agreeing to the upgrade. I say sure, she begins to ask for my permission and I ask, "...so there will be no additional charges for this upgrade and my rate will stay the same?" "That is correct sir". I jokingly reply, "remember now, this is being recorded!"
We share a good-hearted laugh and disconnect.
Go home last night, do a speed test and get 116 Mbps down and 23 Mbps Up.
Me: [att=1]
Wake up this morning to another email confirmation from Comcast.....Hmmmmm, it says here on my new bill "$10.00 - Internet Upgrade"
There must be some mistake, I'll call them up...........again.
CSR: Well sir, you are upgrading from Internet preferred to Internet Extreme, so there is a $10.00 per month fee for upgrading."
Me: "I've been on Blast! since the day I signed up - look at my bill"
[att=2]
CSR: "No sir, you have preferred."
Me: "Remove this charge immediately."
CSR: "Ok sir, we will remove it, but you will be back at Blast! speeds"
Me: (thinking to myself now because I don't want to be dropped to an even lower tier) "YOU JUST TOLD ME I WAS A PREFERRED INTERNET SUBSCRIBER, WHY WOULD YOU MOVE ME "back" TO BLAST!!!!
CSR: "OK sir, we've removed the charge and reinstated your previous internet service. Have a nice day"
Me: CLICK!!!!!!!!!
[att=3]
Get home from work, Internet reduced "back" to Blast! speed confirmed via Speedtest.
Hmmm, another confirmation email from Comcast....
"Installation and other fees -$2.99"
Call up Comcast...............again.
CSR: "Well sir, we downgraded your internet service from Extreme to Blast! at your request. That comes with a $2.99 service charge"
Me: [att=4]
Me: "Remove.........this........charge......NOW!!!!"
CSR: "I'm not going to argue with you over $2.99 sir. I will take it off, but next time we will not make the same courtesy for you if you change service."
Me: Please tell me the last day of my 30 day "free trial" (- lol! see what I did there) so that I can cancel my service without incurring any charges"
CSR: "April 29th sir. We value you as a Comcast customer and hope the rest of your evening goes well"
Me: *click
And so ends my return to Comcast. I hope I didn't bore you with my long story, but I needed to vent.
↧