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Why Comcast is Losing Customers

Posted by idawrites on January 13, 2009 in Business, Money, Rant |

I’ve been a Comcast customer since 2002. Comcast has been in my life longer than my husband and almost as long as my youngest child! On Thursday, I will be ecstatic to be getting them out of my life forever.

In 2002, I signed up for Comcast internet and cable. I had no service failures EVER. I was content with the bill and with my consistently high quality service.

Christmas Eve 2004, Mark and I moved into our house together … exactly 1.5 miles from my old apartment. Mark didn’t want to keep Comcast as the internet provider, as he was happy with AT&T’s DSL service. So, we changed to the cable package only (with HD programming) and went about our merry way.

For the first 3 months of 2005, we had very spotty cable service. There were 5 technician visits… meaning 5 separate days we had to clear our schedule to be home AND weeks to wait with horrid cable TV service (that we were still paying for) … before they got it fixed.

At the end of 2007, we moved our office from one end of the house to the other, to give YL15 her own room. Once we got everything rearranged, we realized that there was no phone jack for the DSL line, and none that could be conveniently run from another section of the house. So, we called AT&T and they couldn’t fix the problem for almost a month. Since Mark works from home a good bit, there was no way we could wait a month for the new phone jack. Out of desperation, we called Comcast.

Comcast offered us a great deal on bundled phone, internet, and cable with an immediate install date. Since the cable had been working properly for over a year, we took a chance and switched. The next day, Comcast had us all hooked up. I don’t think we could have made a worse move.

Since changing all of our services to Comcast, there has not been one single day that we’ve had a full day of consistent internet and telephone service. TOO many days the outages lasted 3 or 4 hours a day, with no explanations from Comcast as to why the problems kept occurring.

Last week, we switched to AT&T Uverse .. and we LOVE LOVE LOVE it. The cable package is awesome. The internet is up consistently, although there was some general slowness yesterday morning. Now that the transfer is complete for all of the services except the phone, which is scheduled for tomorrow, I called Comcast this morning to terminate all of my services.

THEY SAID NO! More specifically, they said that I can’t request it until after the 15th because THEIR SYSTEM WON’T ALLOW MORE THAN ONE DISCONNECT TICKET AT ONE TIME EVEN IF IT’S FOR DIFFERENT SERVICES. I’ve been disappointed in Comcast’s service for the last year. But given my initial satisfied relationship as their customer, I was willing to be more understanding than most. Now, I’m just pissed off. I mean, seriously… I have to continue to pay for a service because their system won’t allow the disconnect? There are a lot of words I could use about this situation… but this is “family programming” so I’ll just have to leave it at this.

10 Comments

  • Mother Hen says:

    I love AT&T too. We only have the internet service, but the only time it has EVER been out was when I swept under the desk and inadvertently knocked the modem plug loose with the broom. Lesson learned. No more sweeping under the desk. LOL

    Mother Hen’s last blog post..Homemade Yogurt

  • I have AT&T UVerse for our internet, too, and it’s worked out well. For the same speed as cable internet, we pay $5.00 less per month.

    Corrie @ “Cents”able Momma’s last blog post..Guest Post at Tia’s Saving Cents

  • Alicia says:

    Have you been able to escalate?

    Alicia’s last blog post..Tardis in Shadowbox

  • Carol says:

    I’m not promising that anything will happen, but I recommend typing up a good-old-fashioned physical (not email!) letter explaining your complaint in a concise, even-tone, and what exact resolution you desire – specify a reasonable time frame. Mail it certified/return receipt to:
    Stephen B. Burke, Executive VP and COO
    and/or
    David L. Cohen, Executive VP and Director of Holdings
    1 Comcast Center
    Philadelphia, PA 19103

    215-286-1700 – Call them if you get the return receipt back and no one has contacted you.
    Hope that helps!

  • Dory says:

    Wow, I’m really glad I read this because my hubby and I were thinking about switching. No way, Jose! I’ll see if Uverse is in my area.

    Dory’s last blog post..Grace in Small Things 8×365 (plus one BIG thing.)

  • Perry P says:

    Horrible service and at least 15 service calls in one year, switched out 3 routers,installing booster,rewire, static on phone lines,sticking channels, finally telling me that there is nothing else that can be done because of the old co axle cable that is bringing the signal to the neighborhood box.
    I was told that I would recieve a 2 months (400.00) credit and instead some guy calling me telling me that he would take care of me and can fix the problem that 15 plus techs couldn’t and could only offer a 100.00 credit for all those months of HORRIBLE SERVICE…hmmmmmm let me think… NOT!!!!…I told them I am switching to ATT because of my neighbor having excellent service and returned my 4 boxes today along w/internet box too. I’ll have no service till 4 days from now but will use my Iphone with the internet which was better then their internet. I cannot believe how they say that they have the best service out of all providers….They are by far the worst service and customer care I’ve ever experienced PERIOD!! AVOID COMCAST AT ALL COST!!!!!!

  • The only thing comcast cares about is raising rates.The last few years rate hikes helped them partner with GE on a 37,000,000 deal to buy into NBC.Now they are going to raise rates maybe so they can buy CBS at our expense.
    As a retiree i don;t get a raise every year ,in fact i lose money every year in higher taxes and health care.If i get a one dollar raise in my next bill comcast is history for me?

  • Sam Osburne says:

    We switched too! We are now happy, happy customers of the AT&T U-Verse system (we have the whole package cable, internet, and phone). We saved so much money by switching to U-Verse with firm consistent pricing, that won’t go up every month like our old Comcast bill did.

    Speaking of Comcast – when we started with them our bill was around $50 and that included everything with premium channels included. Then over the next few years as they brought in HD I watched as our bill increased. When we canceled our Comcast service our bill was approaching $300 per month. Ridiculous – right?! I thought so too and when AT&T approached us about changing our services to U-verse, I said yes!! (They had been sending us mailers for several years, which I am ashamed to admit that I had tossed out.) I’m glad that they were persistent about sending the U-verse mailers and now we are satisfied customers paying half of what we did in the past.

  • Gerry says:

    Comcast! Don’t make me hurl! They are the worst. After having lousy service out of their so-called techs (should be flipping burgers) and 6 boxes, one supervisor, all denying they don’t see or hear a problem, I switched to Direct TV in my Century Link bundle. My DSL, phone, and DTV is awesome. Customer service has been great! With Direct TV my HD and surround sound is incredable. I just keep asking myself, why didn’t I do this sooner?

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