“I have had Comcast for over 15 years. I have never had a customer service problem or any issue with getting answers or resolutions. Their service is pricey but we have always been able to work a deal with them to get more value for our money when we renew. I know there have to be folks who have problems with Comcast but it is by no means universal.”
We are into our 4th year, and our results re similar.
They had a big price increase a few years ago, I told them that we were going to cancel our contract until they reduced the price. They did and added services like HBO and its competitors. We seldom use any of that.
We have a local office, and I learned quickly not to go on line with a problem and talked with some nice person in India, who was nice but didn’t/couldn’t/wouldn’t help.
So I go to their local office, describe my problem, and they schedule a repairman usually within days or later that day.
The repair guys are basically local, living within 20 miles.
They are polite, knowledgeable, listen to you and resolve the problem or install the new equipment.
I got static from one after our contractor removed the old phone company box which was decades old, when our home was repainted last summer. The old box and the old phone lines were causing some problems.
The Infinity guy, who came out said he could not service us without the old phone box and lines. I told him that he could take the modem back with him as I was cancelling my service due to him not working with me. When he started again, I told him about my wife’s office where Infinity redid the outside wiring, box and connections, so I knew it could be done. I told him to wait at my porch as I retrieved their old modem. Apparently, he had done some work with my wife’s office and its refitting.
Then, he got creative and made the system work, using the Old phone lines.
When Infinity updated our modem, it wouldn’t work. So I went to the office and got an apt for the next day.
That repair guy was great. Before, he exchanged the modems, I told him about the old inside/under the house phone wires. Then, he did some new wiring and disconnections. Then, he exchanged modems and got the new one on line.
The internet here and our two new phone lines are better than ever.
The old phone system was non functional about 50% of the time. The system was so bad, that my wife, often, was not able to call me on her separate line/phone in the same house vice/versa.
My experience with Comcast is the customer service with billing issues is beyond bad. It takes them 2 weeks to process a check to your account. I could go on...
However, when my service went out when the tree cutter dropped a tree on the line, they came out and put in a new updated line at no charge. Repair guys I have dealt with have been excellent.
I lost internet service a couple of times. I called. They tried this and that but said my signal back to them seemed weak. They scheduled a guy to come out at my convenience.
He showed up on time and when he knocked on my door he was polite and said he knew exactly what my problem was. He had been taking readings from the street and showed me the results on his equipment.
He asked if the equipment on the outside of the house had ever been changed. I said it hadn't. He asked how long I'd had their HD package. I said about 5 years...but we've had Comcast for a lot longer.
He rolled his eyes and he said, "You are definitely due for an upgrade. The stuff outside is so old it's messing up your pathways. Let me get to work."
30 minutes later he came back in and said to give things a try. I did a speed test and the difference was amazing and I haven't had downtime since.
And it didn't cost me a cent. Had a nice chat too.