For the last 4 years I have experienced many issues with my high speed Internet service with Comcast, ranging from constant outages, to slow service to incorrect bills/charges. The last one this past month, my bill jumped from $90 to about $150. After many attempts to contact their customer service for an explanation (took several days as I kept magically disconnected after being on hold for nearly half hour every time), I was told that I was signed up on a promotional rate valid only for 6 months. Fair enough...but this should not be a reason whynmy Internet service would go down every week, right?
After troubleshooting for an hour, they agreed to send a technician since they felt my cable modem, which I am renting from them, was the problem. They claimed my modem was old enough not to be recognized by their system. So within hours, inhad a tech arrived at my house and after half hour of further troubleshooting, he said he would replace the modem but that the issue would not be resolved as the modem he would have to use was the same exact type as the one I had. I explanlined to him what the representative had indicated in regards to the modem being too old and he disagreed. Regardless, he tried the new modem and sure enough, the problem persisted. He said he could not fix it and left...not before forgetting his new modem. I called customer service and explain the issue was not fixed and what happened. They were going to have a manager call me...which never happened.
When I got my bill, I noticed they still charged me for the service call to replace the modem...but, remember that the issue was never addressed? Even though the new modem was tried out, since it did not fix the issue, the tech went ahead and installed the old modem again. I explained this for over half hour and got a credit issued...mind you instill did not have internet service and I still had an extra modem. After explaining some more that I ha ms an extra modem that belonged to them, they said they would have to send a tech to pick up the modem. Jokingly I asked if I would get charged for the tech to come to my house to what I was answered that I would. I went on and on with the representative about why should I get charged for that to what I was not given any clear explanation. I told them I would just drop off the modem at their office but I was told that I could not since the modem was never hooked up and the system did not recognize it....??? So, months later, my Internet service works whenever it wants to, inhale had multiple $45 service call charges to get it resolved (unsuccessfully), and having to write this from my phone....oh, and I still have the other modem. I called again one more time about it and was told that according to the system since the new modem was not hooked up, it did not show I had it. I asked them what would happen to the tech once he realized he was short one modem. Would Comcast charge that employee for that missing modem or penalized for losing it? I was not given a clear answer, but again that was nothing new. Unfortunately, I am stuck with Comcast as there are no other TV/Internet providers in the area.
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