Comcast Customer Complaints to FCC - April - June 2015
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1
Ticket #
Customer Complaint
DateTimeReceived ViaCityStateZip codeStatus
Filing on Behalf of Someone
Description
2
250635
Comcast Cable Internet Speeds
4/22/20153:53:50 PMInternetAbingdonMaryland21009ClosedNo
I have been contacting Comcast Internet Technical Support for the last 12 months to resolve slow Internet Speed issues with no permanent resolution. They have also sent Techs to my residence and replaced Hardware.
I pay an additional monthly fee for these services and have not received them. When I speak to management they are very arrogant and rude. Their tone is demeaning and unapologetic. A resolution to my problem is never reached. Most of the time I get hung up on or experience long hold times.
My complaint is that I have been paying for services that I am not receiving. I pay for High Speed Internet, Boost Internet Speeds, Reliable Service and Acceptable Technical Support and I do not receive any of the above. I feel like I have been duped into paying for these services without actually receiving them. I can accurately say that for the last 12 months I have paid $60 a month for High Speed Internet and have not received anything remotely close to High Speed Internet. Every time I have contacted Comcast I have made it extremely clear that I am not receiving the services I am paying for and Comcast continues to bill me for the services I am not receiving.
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Follow-up message by FCC on 4/28/2015 11:03:05 AM:
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice.
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov.
3
223441
Payment disappear - service got disconnected
4/8/201510:22:56 AMInternetAcworthGeorgia30102ClosedNo
Back in January 2015 I made 2 payments: One for January's service and one for February's service (advance payment). In March I go to the web page to make my payment and I see that my account shows past due. I call Comcast to find out where my payment went since it was deducted from my bank account. I offered them to send a copy of my bank statement. They did not seem to care about that. They give me a confirmation number for the investigation and they promise to call me back. Not only they did not call me back but they turned off my service. I called again and they gave me another confirmation number of the same investigation. They promised to restore my service while the investigation is completed. My service is still off. I had to call me bank and start another investigation. Comcast does not seem to care at all. Are they committing FRAUD with their customer's money?
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Follow-up message by FCC on 4/9/2015 6:20:37 AM:
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice.
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov.
4
242732
Speed and Service
4/18/20159:55:47 AMInternetAcworthGeorgia30101ClosedYes
Our home is located at in Acworth Georgia 30101. We signed a one year contract with Comcast / Xfinity for high speed internet service starting on July 2014. The account number is . The base rate is $39.99 billed monthly. I am sending this compliant on behalf of my partner/husband Mr. . who’s name is on the contact.
The service agreement was for high speed internet only at the speed of 50Mbps. On average the internet speed is half of the promised agreement at our location. The service for the past month has become much slower in the ranges of 5 to 15Mbps. We placed a service call on 04/018/2015 and was given 4 appointment times after repeated calls. Each appointment was missed and no one showed up to investigate the problem. While on the phone with each CSR (customer service rep) they would review the inbound service line remotely to “clear” the line. This has been done several times prior to this date over the past year. Our service will go out and drop for several hours at a time, especially on Sunday evenings. I contacted the CSR again around 7PM EST on 04/01/2015 to complain about the lack of service and to get a confirmed service appointment. Finally after being on the phone for 30 minutes and the CSR was very helpful. He cleared the line and the speed came up to around 25Mbps but not to a full speed as the contract has promised. A tech come out on Thursday 04/02/2015 and replaced couplers inside and outside that were not properly installed. The technician stated “the hardware in the outside boxes needed repair and updated.” The outside units that provide service to our home are outdated and never was updated. He stated this is the reason we are only getting less than half of the speed in our home. He placed a service request for someone to come out on Friday 04/03/2015. No one has showed up and no one has followed up with us regarding this issue.
Today is 04/18/2015 and our internet speed is only at 17Mbps download and 11.99Mbps upload. I have attached a screen print of the speed test via their website. I am asking that every service line and box be updated and repaired in our neighborhood. Also since Comcast / Xfinity has failed to provide the contracted service for almost 10 months. We are asking for a full refund of our service agreement and demand 1 full year of service at no cost. This lack of service must stop or we will seek additional legal advice and resources.
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Follow-up message by FCC on 4/20/2015 12:11:37 PM:
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice. (b) (6)
(b) (6)
(b) (6)
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov.
5
277946
Comcast Imposed a New Usage Cap of 300GB that punishes streaming.
5/7/201511:59:35 AMInternetAcworthGeorgia30101OpenYes
Comcast in the Atlanta area has just put into effect an unprecendented usage cap of 300GB. If you
exceed this cap, you are charged an extra $10 per 50GB. If you stream from online services in
standard HD, you can hit this cap extremely easily. Comcast has never capped usage before this
year and before the new net neutrality rules went into effect. I feel their practices are unfair as there is
no competition in the Atlanta market. They can treat their customers however they choose and it's not
right.
6
307175
Comcast not working and no service to boot
5/26/20151:25:26 PMInternetAcworthGeorgia30101SolvedNo
I have been a customer of Comcast of some sort for 20 years now and have never had issues like I
am having now and the past 4 years.
For the past 4 years I have had issue with my internet service with them. And every time I call I seem
to get the run around. Their customer no service apparently has no way to contact their techs that
come out on site. Any way to the problem at hand. My connection goes up and down constantly over
and over again and has been for nearly 4 years at least and the past year it has gotten worse. The
odd thing is that prior to a few months ago when it went down was between the hours of 10 am and 6
pm eastern Monday thru Friday. The weekends it seemed to be fine no issues but I work from home
a great deal and I need my connection up and running Monday thru Friday and being an on call Tech
Support person myself I need this up and running at all times. Every time I call it seems to be the
same story over and over again power cycle your modem which of course this has already been
done. I have been told to go swap out my modem I believe at least 5 times the past year. I do and
same issues. They send a tech out and I get told its my splitters that they provided so they re do
them and what not and of course my connection works for a few days or even weeks but then issues
start up once again. This time however my connection drops totally and has been down 3 days now.
I called Sunday evening when it first went down and was informed someone would be out within the
day, whatever that means so I had to clarify within 24 hours. I was given a ticket number this time
which I usually don't get. I was told at 12:33 pm the next day I would get a call from the technician
coming out or their department. The person specifically stated 12:33 pm I would get a call. So did I
no I didn't I waited another 20 minutes then called and referenced my ticket number and was told it
was closed. So of course this made me furious the tech opened a new ticket then again was told
someone would be out within the day. I informed them that wasn't good enough. Then I was given a
time of 3 to 5 pm the same day someone would be out. Of course this did not happen either. So I
called again around 4 pm and told my story once again. This time I requested to speak to a
supervisor and was informed no one was available. Then after being hung up on several times while
waiting on a supervisor I was finally told that they were all in a meeting and one will call me back. Of
course this never happened either. Knowing that I needed my connection back up they set me an
appointment up for the following Thursday I informed them that wouldn't work then they gave me a
time of 8 am to 8 pm someone would be out. So now once again I will have to waste my whole day
waiting on someone and I have a strong feeling they will not show as it is now 1:20 pm and have still
not received a call back.
My wife and I are moving in a month have are now going with their competition in that area. The
competition if they were able to come to my current area informed me they would be pleased to come
out this afternoon and install everything. But unfortunately they are no longer adding more DSL
customers in my area as their other option is still rolling out with new infrastructure at this time.
7
338519
ISP Charging for arbitrary data limits with overage fees
6/12/20159:59:40 PMInternetAcworthGeorgia30101SolvedNo
To whom it may concern:
I am a Comcast customer in the metro Atlanta area. This area is a test area for overage charges for using too much data with Comcast. This past month I was informed that I had reached this arbitrary limit on my data usage of 300 GB per month. They told me I could use more data, but it would cost $10.00 per 50 GB of data.
I believe that this is unjust as we are using our internet connection for streaming TV shows and movies because we do not subscribe to cable. Comcast is in essence punishing us for not having a pay TV subscription with them.
There was no limit before and now they are trying to slowly impose one and we are sadly the first pawns in the chess set to be taken down by Comcast's arbitrary data limits and per GB fees.
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Follow-up message by FCC on 6/24/2015 11:04:37 AM:
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice.
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov.
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Follow-up message by FCC on 7/24/2015 8:45:00 AM:
Hi
Your Ticket No. 338519 was served on your carrier for its review and response.
Your carrier has provided the FCC with a response to your complaint. You should receive a copy of the response from the carrier within 7-10 days via postal mail. As such, no further action is required. Your complaint is closed.
Thank you for your complaint and help in furthering the FCC’s mission on behalf of consumers.
8
361148
Throttling service and unreasonable data caps
6/24/201510:13:55 AMInternetAcworthGeorgia30101PendingNo
Good morning,
Comcast has been throttling my internet speed for years. I understand that the offer is for up to 50 gigabits but there have been times where 1 device connected to the modem would speedtest ookla (which comcast has fast tracked) to .0125 gigabits per second.
When I called comcast on the issue they said "I have taken away the bad internet. Good bye." and hung up on me this has happened to me multiple times during WWE PPVs through the WWE network. It was unwatchable. I missed special events because comcast, I believe, would rather have me purchase it through them.
More recently, I have been having issues when online gaming. I have a router that tracks modem speeds and it seems to drop to 5-10 megabits per second during peek hours (after dinner and before bed).
Whenever I hear a radio ad where they brag about their speeds being 10 times faster than dial-up I laugh.
I feel like I'm being punished for having a 5-star Comcast approved modem and not renting one of their modems or switching to business class. Or maybe it's because we cut the cable television.
Speaking of throttling, I suppose the best part is I can never get full quality netflix. Now, this sounds bad but with the unreasonable data cap of 300 gigabytes if I received my full speed I would have 66.66666 (repeating of course) hours a month to use it.
My family is reliant on the internet. After work I sometimes stream games with my buddy. My wife watches Netflix in her free time. My son LOVES Youtube minecraft videos and has his friends over to watch videos. If we got full speeds on Netflix, we'd be in trouble.
If I were to buy a new AAA PC game on steam, I would use 1/6th of my data cap to download something I have just paid $60 dollar on.
In short, the "test market" of implemented data caps is a cash grab. I would expect if that were to be implemented the cost of going from unlimited to 300 megabytes would be lowered. There was no price drop.
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Follow-up message by FCC on 6/30/2015 2:40:52 PM:
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice.
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov.
9
359792
Comcast refuses to help troubleshoot and correct my service.
6/23/20156:56:14 PMInternetAdrianMichigan49221SolvedNo
When I moved to Michigan I contacted Comcast regarding internet service and was told several times that the internet package I was interested in would be perfect for my gaming needs. I specifically asked about port forwarding and hosting small gaming servers on my laptop. They assured me that this was possible with their service at my location.
I have never been able to do this. I have contact customer services 3 times. Each instance of seeking help lasted for several days before I was worn down by them and gave up. Each instance spanned dozens of phone calls and hours of web chat.
Port forwarding consists of allowing outside computers to access your computer directly. This is absolutely vital if you with to play with friends.
Hosting of servers does not involve an actual specialized server computer, but instead a small instance of a specialized program published by the game's developer. This is a very common practice and is vital for playing many games.
I have never had a problem running these programs until I moved to this location. I have tried everything. New routers, different computers, etc.
I have contacted Comcast about this seeking help many times. Each time they run through their script, and after at least an hour escalate me to more proficient tech support. At this level they tell me I need new equipment, that it should be working, or, more frequently, that if I would only upgrade my service, I would be able to successfully port forward and have friends connect to my computer. Over and over I have spent hours with them, only to be told that for more money each month the service I was promised from the get-go would be available.
I believe that I was lied to when I was assured that I could port forward from this location, and if I had been told the truth, I would not have signed a contract with them.
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Follow-up message by FCC on 6/26/2015 3:02:59 PM:
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice.
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov.
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Follow-up message by FCC on 7/21/2015 9:12:22 AM:
Hi
Your Ticket No. 359792 was served on your carrier for its review and response.
Your carrier has provided the FCC with a response to your complaint. You should receive a copy of the response from the carrier within 7-10 days via postal mail. As such, no further action is required. Your complaint is closed.
Thank you for your complaint and help in furthering the FCC’s mission on behalf of consumers.
(b) (6)
10
318072
Comcast extended outages
6/1/201511:46:30 PMInternetAlamedaCalifornia94502ClosedNo
Comcast Xfinity cable service was interrupted May 30 at 9:09 PM PT for over 20 minutes and hold times for Comcast customer service was over 10 minutes. Again today cable service is interrupted at 8:30 PM PT and customers service hold times by Comcast's stated automated estimate is over 1 hour 30 minutes and Comcast's stated estimate is that service is not expected to be restored until 11:16 PM PT - 2:44 minutes later -- the full extent of my evening free time. Additionally internet service is degraded as well (by Comcast's own report).
I do not pay Comcast for service for when it is convenient for them to deliver service, but for when I want it and need to use it which is primarily in the evening. This is unacceptable and assuming I ever get to speak to a Comcast representative (I am currently still on hold), I will be asking for a partial refund for failure to deliver contracted services.
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Follow-up message by FCC on 6/2/2015 6:14:38 PM:
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice.
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov.
11
371214
Comcast Raising Prices and Not Being Available To Ask Why
6/28/20156:46:31 PMInternetAlamedaCalifornia94501OpenYes
All of a sudden our "bundle discount" dropped $40, making our bill $40 more. We never were notified about a change and we do not have any type of promotion that would have run out. We have been trying to call Comcast for days to understand our bill, and their phone line always says they are busy and to call again. There is no email or any other way to contact them to ask about our bill.
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Follow-up message by FCC on 7/1/2015 4:01:59 PM:
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice.
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov.
12
255938
Billing after service was asked to be disconnected
4/24/20154:40:36 PMInternetAlbuquerqueNew Mexico87106ClosedNo
I went into the Comcast/Xfinity office at 4800 Cutler on the 19th of January, and turned in my cable tuner and told them I wanted to disconnect my services. Specifically, when entering my information into the tablet at the front of the store, it asked if i was there to disconnect services. I selected 'yes'. Then when dealing with the customer service rep, I told her I was returning my equipment to disconnect my account. I also asked her about my final bill, and she told me it would be sent through the normal billing. A few weeks later I got a call that the account was past due, and have been dealing with them not disconnecting the account as asked since.
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Follow-up message by FCC on 4/27/2015 1:52:23 PM:
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice.
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov.
13
276409
YAHOO FAILURE TO RESTORE EMAIL SEARCH FEATURE
5/6/20153:09:49 PMInternetAlbuquerqueNew Mexico87109ClosedNo
YAHOO FUNCTION OF EMAIL SEARCH HAS STOPPED WORKING SINCE MAY 1, 2015. THE
COMPANY HAS INSULATED ITSELF AND REMOVED ALL PHONE AND ONLINE HELP
COMMUNICATIONS. PEOPLE RELY ON YAHOO NOT ONLY FOR PERSONAL EMAILS, BUT
HOME-BASED BUSINESS, ETC.
14
339282
Comcast Violating Open Internet Rules by Blocking HBO Go Access on Sony Consoles
6/13/20154:03:18 PMInternetAlbuquerqueNew Mexico87105OpenYes
I believe that Comcast is violating FCC’s Open Internet Rules by blocking HBO Go Access on Sony consoles in an unlawful way. While it would be lawful for Comcast to block Sony consoles for reasonable network-management reasons, I assert that Comcast is blocking this service for business reasons.
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Follow-up message by FCC on 6/24/2015 1:17:46 PM:
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice.
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov.
15
360178Internet speed6/23/20159:23:23 PMInternetAlbuquerqueNew Mexico87113SolvedNo
Comcast recently upgraded my internet speed from 50mbps to 105 mbps. Although they "upgraded" My internet speeds rarely have ever been as fast as they claim. Currently I can't get faster than mbps. It seems like a big lie.
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Follow-up message by FCC on 7/8/2015 3:32:40 PM:
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice.
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov.
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Follow-up message by FCC on 7/22/2015 3:44:17 PM:
Hi
Your Ticket No. 360178 was served on your carrier for its review and response.
Your carrier has provided the FCC with a response to your complaint. You should receive a copy of the response from the carrier within 7-10 days via postal mail. As such, no further action is required. Your complaint is closed.
Thank you for your complaint and help in furthering the FCC’s mission on behalf of consumers.
16
376268
Internet Disconnects Every Night
6/30/201510:30:02 PMInternetAlbuquerqueNew Mexico87116SolvedNo
Every night between 6-8 pm mountain time, the internet stops working all together. Sometimes it comes back, sometimes it doesn't. When I call Comcast they usually say there is an outage in my area and they are working on it, but the internet is never fixed when they say it will be. Also, this is a problem that reoccurs every day which interferes with my ability to do work and watch TV. I should not be calling my cable company more than my wife.
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Follow-up message by FCC on 7/2/2015 10:30:58 AM:
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice.
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov.
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Follow-up message by FCC on 7/24/2015 12:28:13 PM:
Hi
Your Ticket No. 376268 was served on your carrier for its review and response.
Your carrier has provided the FCC with a response to your complaint. You should receive a copy of the response from the carrier within 7-10 days via postal mail. As such, no further action is required. Your complaint is closed.
Thank you for your complaint and help in furthering the FCC’s mission on behalf of consumers.
17
370137
Internet complaint
6/27/20153:25:03 PMInternetAlbuquerqurNew Mexico87102PendingNo
I suspect my local ISP Comcast, of throttling my internet connection speeds. My connections are very spotty and sometimes none existent. I do NOT get consistent service.
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Follow-up message by FCC on 7/9/2015 3:05:10 PM:
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice.
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov.
18
363695
Internet Availability and Speed
6/24/201511:47:33 PMInternetAlexandriaIndiana46001SolvedNo
Hi there,
I would like to submit a formal complaint about my internet service through Comcast Cable. During the day, typically during noon or mid-day my internet connection will slow down or completely drop all together.
The connection drop will last anywhere from 5 to 10 minutes and happen repeatedly throughout the day. I would like this to be taken care of and fixed ASAP as this has gone on for a while and we have good Internet equipment.
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Follow-up message by FCC on 6/26/2015 1:47:49 PM:
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice.
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov.
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Follow-up message by FCC on 7/22/2015 2:05:51 PM:
Hi
Your Ticket No. 363695 was served on your carrier for its review and response.
Your carrier has provided the FCC with a response to your complaint. You should receive a copy of the response from the carrier within 7-10 days via postal mail. As such, no further action is required. Your complaint is closed.
Thank you for your complaint and help in furthering the FCC’s mission on behalf of consumers.
19
238694
Comcast owes me $65 and claims I need to return equipment I never had
4/16/201510:04:57 AMInternetAlexandriaVirginia22304ClosedNo
Four months ago, I moved to a new apartment within the same building. At the time that I moved, I had a credit on my account with Comcast for about $65 (because I was up-to-date on my payments and moved out partway through a billing cycle). Comcast has NEVER applied the credit to my new account or sent me a check even though I have spoken when at least ten agents regarding this issue (and have been promised every time that I would be credited the amount I am owed). To matters worse, I recently began getting automated phone calls from a third party working on behalf of Comcast stating that I never returned the equipment from my old apartment. I NEVER had any equipment from them; I own my own modem. The third-party company has no option to speak to a live agent so I have no way of telling them that there was no equipment in the first place. I have contacted Comcast at least 10 times regarding these issues but the calls have not stopped. I am still owed the $65 and I am still getting harassed with daily phone calls about returning equipment I never had in the first place. I will sue Comcast if this goes on for much longer.
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Follow-up message by FCC on 4/17/2015 12:41:13 PM:
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice.
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov.
20
230876
Horrible Internet Service
4/11/20157:48:05 PMInternetAlexandriaVirginia22305ClosedNo
Comcast has had my internet out and they have hung up on me about 10 times today. They have horrible customer service, why on earth do they not have more competition?
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Follow-up message by FCC on 4/15/2015 9:57:48 AM:
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice.
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov.
21
318725
Failure to provide services that I am billed for.
6/2/20151:03:52 PMInternetAlexandriaVirginia22314ClosedNo
Comcast is currently charging me for a service called the Blast PLUS plan, where I am to receive a download rate of 100 MB per second. Not once since receiving the service has my internet gotten anywhere near that. The most I can get is 70 MB per second, unfortunately this happens only once or twice per month or is an unusual spike in that last for a minute. The reality and average speed is about 50 MB per second, which is at least half of what I am being billed for. This also does not take into account the biweekly issues we have of signal drops, which when called to fix they state that its a signal node issue and that no one else has complained about or that the weather has affected my signal (currently I reside in the Washington DC metro area).
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Follow-up message by FCC on 6/3/2015 3:06:23 PM:
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice.
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov.
22
327657
Internet out all the time but they have a monopoly
6/7/20158:55:43 PMInternetAlexandriaVirginia22305SolvedNo
I applogise for the brevity of this email as it may not properly convey the full extent of my frustration with Comcast. My bill is nearly $250/ month and my internet fails every 4th day... They will not comp the service for more than a day here or there because they have no concern about the amount of lost productivity I experience due to the lack of Internet not do they care about the amount of time that my wife and I spend waiting for them to show up with a different tech who also can not find s permanent solution.
This abject lack of concern for the client or the quality of service is made possible by YOU allowing them to be a virtual monopoly in our town. I would be far more upset with Comcast out it weren't for the fact that they have been empowered by or government WHO IS SUPOSED TO BE WATCHING OUT FOR THE CITIZENS!!!
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Follow-up message by FCC on 6/8/2015 3:00:31 PM:
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice.
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov.
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Follow-up message by FCC on 7/13/2015 12:01:43 PM:
Hi
Your Ticket No. 327657 was served on your carrier for its review and response.
Your carrier has provided the FCC with a response to your complaint. You should receive a copy of the response from the carrier within 7-10 days via postal mail. As such, no further action is required. Your complaint is closed.
Thank you for your complaint and help in furthering the FCC’s mission on behalf of consumers.
23
328742
horrible cable service and customer service
6/8/20153:18:58 PMInternetAlexandriaVirginia22312SolvedNo
I would like to file a complaint on comcast also known as Xfinity. I have had service with them since December 2014. Due to my building needing wires repaired, my service never worked or worked once a week only for a few hours. I was able to use the Internet sometimes. I've made several attempts to have a tech come out to service my cable/internet/phone. Which they either never showed up or canceled my appointment without my acknowledgement and later say they will give me a credit for that. I've reached out to managers and area directors via email still no actions or a email response back.
Finally after complaining every other day or week "5 months later" I was able to get a tech/techs to come out and replace all wiring in the building since my whole building was out of service and they told us all we are still responsible for our bill. My complaint is. .. I was told on April 24th 2015 that I would receive a credit on my account for a total of $494.63 for all of the months I was out of cable. That is still not the full amount of cable which I pay for each month. My account is always past due because I was told once I pay it in full the credit will be posted to my account and that has yet to happen. I called today June 7 2015 on behalf of the credit so I could pay the remainder which would be $50-ish and spoke with a agent by the name of Jason, his attitude alone was my breaking point. He told me he will not transfer me to a manager because they will tell me the same thing and my credit was denied because i was still able to use my some time-ish internet.
Please something has to be done. This company knows they have no other competition and feels they could treat their customers any kind of way especially if they are in a contract, such as myself. Any suggestions? I'm not the only consumer complaining about this company. I bet if your company fined them $1000 each complaint the service would be so much better. Please help us. ... end the contracts to sh#@y service.
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Follow-up message by FCC on 6/10/2015 10:49:27 AM:
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice.
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov.
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(b) (6)
Follow-up message by FCC on 7/8/2015 2:55:41 PM:
Hi
Your Ticket No. 328742 was served on your carrier for its review and response.
Your carrier has provided the FCC with a response to your complaint. You should receive a copy of the response from the carrier within 7-10 days via postal mail. As such, no further action is required. Your complaint is closed.
Thank you for your complaint and help in furthering the FCC’s mission on behalf of consumers
24
328165Speed6/8/201512:03:37 PMInternetAlexandriaVirginia22304SolvedNo
I have technicians coming over and the problem was never fixed. My internet connection keeps disconnecting, the streaming is bad, my speed it supposed to be around 105mbps and its is never close to that. I am tired of calling them and they try to fix everything online and is not working. They keep saying that if they send a technician it will be $40 dollars. I used to have my own modem and recently changed to their modem because supposedly my brand new modem was bad. Prices are abusive for a really low quality service. Costumer service is horrible. My current bill is around 115 and is going to go up to 125 next year according to their new contract method which is not even clear. If you try to disconnect their system now they charge you like $10 dollars for the months left on the contract and they never explain that in any of the calls. If you call for cancellation they are always hanging up the phone and trying to get you involve into a contract. It is the only company that supports high speed internet in my area and they are taking advantage of that. I am paying for a service that should be monitor since is not giving the customers what they are paying for. You spend around 2-3 hours trying to fix a problem with them which I think is not very efficient. You can look at the reviews online how many people is been affected by this company services.
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Follow-up message by FCC on 6/9/2015 10:05:22 AM:
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice.
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov.
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Follow-up message by FCC on 7/29/2015 3:20:03 PM:
Hi
Your Ticket No. 328165 was served on your carrier for its review and response.
Your carrier has provided the FCC with a response to your complaint. You should receive a copy of the response from the carrier within 7-10 days via postal mail. As such, no further action is required. Your complaint is closed.
Thank you for your complaint and help in furthering the FCC’s mission on behalf of consumers.
25
370538
Comcast monopoly bundling practices
6/27/20159:04:34 PMInternetAlexandriaVirginia22304OpenNo
Comcast is utilizing it's effective monopoly to force me to purchase bundled services that I don't want in order to get internet service at higher than 3 Mbps. I do not want TV channels as I do not own a TV. I simply want adequate speed of 25 Mbps.
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Follow-up message by FCC on 6/29/2015 3:27:55 PM:
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice.
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov.
26
370363COMCAST!6/27/20156:37:29 PMInternetAlexandriaVirginia22305SolvedNo
My boyfriend has complained already about this issue, but I'm going to add mine as well. I may not "officially" be the consumer since my name is not on the bill, but I am the one that actually needs the internet for school, so I consider myself an official consumer of this product. To reiterate my boyfriend's initial complaint: We are paying for 25 mbps for our internet speed and are only receiving on AVERAGE 4-8 mbps, sometimes it dips as low as 0.02. Yes. ZERO. POINT. TWO. This has been going on FOR MONTHS. This is unacceptable. If that weren't enough, Comcast has admitted on several occasions that it is on their end and/or their equipment is causing the issue. We were afraid to have a tech come out to us, as they are deceptive about charging hundreds of dollars for a tech to come out, even though they say they won't (you can google this, there are numerous complaints about that issue itself). We finally agreed to have a tech come out because it is better than sitting here with useless internet access.
On to my complaint: The first appointment we tried to schedule was for a 6:30-8:30pm time slot. We wait around and then we get a call from them saying they're not sure why the appointment was made for that time because they don't even schedule them that late! What? How does this even happen?!
The second appointment was scheduled for today from 3:00-5:00pm. It is 5:50pm and surprise, surprise, THEY DIDN'T SHOW UP! I finally have a Saturday off- one that I would much rather spend doing something fun for once, but no, I have to waste a perfectly good day off waiting around for no one! I don’t even get a call, NOTHING!
As you can see, I am very very frustrated with this company. They have a monopoly, and thus they hold the internet hostage. They don’t care about the consumer, but they demand hundreds of dollars a month and for what? 0.02 mbps speed internet. They are nothing but a bunch of crooks. It’s PATHETIC that they are allowed to do this and have been doing it for YEARS.
I need the internet to study for my board exam I have to take in less than a month. I work full time, sometimes putting in 60+ hours/wk. I do not have time to deal with such ineptitude, I am stressed enough as it is. I just moved into my boyfriend's place, so I cannot go to the library because I don't have mail here yet. I cannot study in a crowded noisy coffee shop- I would like to be able to study and have use of the internet in my own home, ESPECIALLY if I/we are paying for 25 mbps! We work hard for our money, we would like to make good use of it. I know we are not the only ones and I think it's deplorable that Comcast is allowed to steal millions of people's money for NOTHING.
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Follow-up message by FCC on 7/1/2015 2:15:08 PM:
Hi
Thank you for your submission. Your request has been received and assigned Ticket No. 370363.
Unfortunately, your complaint has missing or incomplete information and we are unable to take further action at this time.
So we can address your complaint as quickly as possible, please provide the information described below within 7 business days.
You can provide the information by replying directly to this email.
Comcast will only respond to a complaint from the customer. In order to complet this complaint I would need the name of the comcast customer (your boyfirend)
27
270163bait and switch5/2/20153:55:24 PMInternetAlgonquinIllinois60102OpenYes
On the xfinity website, they offer Digital Economy television service (45+ channels) for $19.99 per
month and Economy Plus internet service (3 Mbps) for $19.99 per month. I was able to add both
these services to the cart and check out. However, the xfinity representative called a couple of days
later and said that I could not have the services selected even though either one was available in my
area. Instead they said I would have to select either their Internet Plus package (10 channels and 25
Mbps Internet) for 39.99/mo or their Blast Plus (45 channels and 50 Mbps) for 59.99/mo. When
escalated to a manager they indicated that it was because I was selecting both a TV and Internet
offer. There was no disclosure on teh website that both offers are not available together and it seems
outragous that I can not take advantage of both deals.
28
355976
Comcast Customer Service
6/22/20152:10:39 PMInternetAliquippaPennsylvania15001OpenNo
We are trying to get an itemization of our Bill from Comcast / Xfinity. My husband is a disabled veteran and is going back to school so that he might be able to have a Career that will sustain for the rest of his years until he is at retirement age. Because of the help from the VA department he can be reimbursed for the portion of the bill that we pay for the internet. We have been trying to get an itemization so that we can submit it for reimbursement. Little did we know that this would end up being one of the hardest things to do? I have called last month and try to get the answer in writing. The Customer Service department told me that they could not do that, they told me that they could tell me verbally and I could write it down. That is not how it works in the system. We have to show the VA that this is who we have service through and the amount that we are paying.
I called again yesterday June 18,2015 and asked again for the information that I needed, I was told then that they could unbundle our bill and once we saw the information that we needed we could bundle our bill again, but that they could not guarantee that it would be the same price that we are paying right now. I asked to talk to a Supervisor who in turn told me the same thing. He told me that he can go to the information in our plan and click the plus button next to the plan we are on and that shows him the price of the internet and the modem. He stated that he could not e-mail me the information because of the chance of him or Comcast being held accountable. I then told him that I wanted to speak to someone higher up than him. He asked me who I thought that might be. I told him that he had to have a Boss and I wanted to speak to that person. He told me that they were off. Find it hard to believe. I then told him that there had to be a Number or a Place that I could talk to someone with higher authority than he has. He finally gave me a number to call and address to write to.
I called the number and got a hold of someone in the Executive Customer Care department, who were helpful to a small extent. They escalated the issue to a higher position. I asked that they call me on my cell phone because I had things that I had to do. They did call but on our house phone, I did not get the message until after 6:30 with a case number to reference. The message stated that you could call between the hours of 8 AM to 7PM Monday thru Friday. I immediately tried to call and was directed to an answering machine; I left my information and have not had a return phone call. I gave them till 10:26 this morning and tried again and got the same voice mail message. I waited until 10:58 and called the number for the Executive Customer Care team again. I then explained again what was going on and advised that I again needed a call back to be on my cell phone. I still have yet to get a call back, so I tried again at 3:43 and got the same message, I called the Executive Customer Care Team at 3:45 PM. I told the woman that I spoke to that If I did not get a call back by 6:00PM I was contacting the Attorney General , The PUC, The FCC and whatever other agency that I needed to.
It is now after 6:00PM on June 19, 2015. I am sending a copy of this letter to Comcast and all of the above mentioned agencies. We feel that we are not asking for anything that is not ours. This should have been as simple as where would you like this to be sent to.
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Follow-up message by FCC on 6/23/2015 10:43:36 AM:
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice.
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov.
29
260651
Apartment Management's Exclusivity Contract with Comcast
4/28/20158:01:46 AMInternetAllstonMassachusetts2134ClosedNo
my apartment building in Boston, MA has an exclusivity contract with Comcast to provide Internet. Comcast has proceeded to drastically hike rates throughout my time living in this apartment building, and my management company states that they will not let any other ISPs in the building that are more affordable. This contract is causing me to struggle to make ends meet on my bills.
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Follow-up message by FCC on 4/29/2015 2:05:51 PM:
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice.
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov.
30
305340
Unable to reach a Comcast agent for internet and billing issues.
5/24/20152:57:47 PMInternetAlohaOregon97006SolvedNo
When I call the "Customer Service" phone number listed a pre-recorded answer/msg. response
informs me that "All Circuits Are Busy" and disconnects.
I've been trying to reach them by phone for a week now???
31
360759
Wifi internet not working as well
6/24/20152:23:23 AMInternetAlohaOregon97006PendingNo
The speed has drastically decreased to the point that I cannot load youtube videos and it started acting up after the day when FCC fined AT&T 100 million dollars. After reading the news, I was very happy for the FCC taking actions against unfair behavior but FCC still has a long way to go as my internet is still being throttled by Comcast. Please do something about their monopoly over the internet speed, I cannot bear this anymore.
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Follow-up message by FCC on 7/9/2015 8:27:55 AM:
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice.
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov.
32
265487
Comcast data caps
4/29/20159:40:19 PMInternetAlpharettaGeorgia30022ClosedNo
The limiting of data usage on my internet service and then charging outrageous fees for additional data. This should be illegal! This is extortion in my view!
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Follow-up message by FCC on 5/4/2015 2:44:03 PM:
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice.
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov.
33
296608
Comcast Internet Data Cap
5/19/201510:56:20 AMInternetAlpharettaGeorgia30022SolvedNo
When we signed up for internet service with this company over ten years ago, it was under the
condition of no data caps. Now for the past year, this company has been charging us almost double
our bill for exceeding their arbitrary and non-agreed upon data cap of 300gb per month. An additional
finding is that they state that "Atlanta" is one of the test markets in which this cap is enacted. Well,
we live in Roswell (Alpharetta post office) not Atlanta. I wish to have this data cap eliminated based
on the plan we originally chose and all of the overage fees that this fraudulent company has charged
us refunded.
34
310990
XFINITY Movers Edge program
5/28/201510:37:13 AMInternetAlpharettaGeorgia30022SolvedNo
I have moved form Marietta, GA 30067 to new address at
Alpharetta, GA, 30022 on 5/23/2015 . I raised an movement request with comcast in 2
weeks in advance and I got my new account# created so that it becomes hassle
free. The lady over the phone told it will be free of cost. Also she told to carry tv box and model with
me. But it become a nightmare. They did not do anything and when I try to activate my service in my
new home they realize that it is not able to detect my modem and suggested to return my model to
the local office. which I did next day morning. But still it was not able to detect the modem. Then I
have to schedule the technician's appointment so that I can get the cable connection. Also in the
mean time they sold an service protection insurance of 5.99 per month.
I was supposed to work form home this week (5/26-5/29) as I am moving. But due to internet
unavailability I have to rely on xfinitywifi which is also not very consistent all the time. When I ask for
help they try to sell phone service. I got mad because of all these and hung up.
Now I see an confirmation email and they are going to charge me $193 (estimated total) due to this
move.
It is really frustrating the way they are looting their customers after so many hassle. I loss office hours
as I was supposed to work form home. On top of that they are charging money which was told over
the phone that they will not charge anything.
Despite of raising move request more than 2 weeks before nothing they did to make it hassle free.
35
325342
Comcast Data Internet Usage
6/5/20151:25:58 PMInternetAlpharettaGeorgia30022SolvedNo
Hi,
Starting June 1st till June 4th, my Internet Data Usage as per Comcast is 45 GB. I strongly doubt that, i used so much internet in a day. My wife and I are the only residents. We watch youtube, netflix and i play an online game.
When i ask them to tell me how it read soo much. They told me they do not have that information. I do not know if it is the truth vs its a mis calculation. They can not properly back the data usage that they are charging me for.
Please help.
Sincerely,
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Follow-up message by FCC on 6/9/2015 2:05:16 PM:
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice.
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov.
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Follow-up message by FCC on 7/9/2015 2:44:39 PM:
Hi
Your Ticket No. 325342 was served on your carrier for its review and response.
Your carrier has provided the FCC with a response to your complaint. You should receive a copy of the response from the carrier within 7-10 days via postal mail. As such, no further action is required. Your complaint is closed.
Thank you for your complaint and help in furthering the FCC’s mission on behalf of consumers.
36
337489
Comcast not refunding my credit
6/12/20153:59:57 PMInternetAlpharettaGeorgia30005SolvedNo
I had service with Comcast until Jan 2015 and when I disconnected there was a credit of 76.89. Until now, I have tried different channels of customer support to get my credit refund. So far, they are sending it to the wrong address and I have contacted through chat to correct their mistake 4 times so far with no luck. This seems like the last avenue for me to fix this problem and get my credit refund.
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Follow-up message by FCC on 6/15/2015 11:33:39 AM:
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice.
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov.
37
354116Comcast6/20/20155:03:09 PMInternetAlpharettaGeorgia30022SolvedNo
I'm waiting over 72 hours for someone from Comcast to call and let me know when someone will come to fix my service (TV &Internet).
I've been told multiple times that an escalation ticket was created and that my issue will be handled today. It's been 3 days and no one contacted me.
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Follow-up message by FCC on 6/22/2015 10:40:55 AM:
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice.
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov.
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Follow-up message by FCC on 7/17/2015 9:36:45 AM:
Hi
Your Ticket No. 354116 was served on your carrier for its review and response.
Your carrier has provided the FCC with a response to your complaint. You should receive a copy of the response from the carrier within 7-10 days via postal mail. As such, no further action is required. Your complaint is closed.
Thank you for your complaint and help in furthering the FCC’s mission on behalf of consumers.
38
371829No Service6/29/201511:23:38 AMInternetAlpharettaGeorgia30005ClosedNo
Service stopped on 6/26. Were told by Comcast that it would take one week until someone can fix it. Made several calls, was told someone would come on 6/27 to fix it, no one showed up. terrible customer service.
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Follow-up message by FCC on 6/30/2015 11:30:00 AM:
This request was closed and merged into request #371823 "No Service".
39
373874Comcast6/30/201512:24:57 AMInternetAlvinTexas77511SolvedNo
I have been trying to cancel my order with Comcast for a few days now and they will not allow me to cancel. I am not under any contract and I signed up for the $49.99 internet package however, my bill is always fluctuating between $64.00-$76.00 a month and when I call and ask why my bill is so high they can not provide me with a break down of my bill nor can the answer any questions as to why my bill fluctuates every month. Today 6/29/2015 I contacted again to try and cancel and a lady told me that if I did cancel I would not receive my deposit back however, this was not told to me when I signed up for their internet services. The lady then hung up on me when I asked to speak with a manger which has been happing to me since I tried to cancel my service last week. I have also filed a complaint with the BBB with no response.
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Follow-up message by FCC on 7/2/2015 6:11:51 AM:
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice.
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov.
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Follow-up message by FCC on 7/15/2015 8:20:39 AM:
Hi
Your Ticket No. 373874 was served on your carrier for its review and response.
Your carrier has provided the FCC with a response to your complaint. You should receive a copy of the response from the carrier within 7-10 days via postal mail. As such, no further action is required. Your complaint is closed.
Thank you for your complaint and help in furthering the FCC’s mission on behalf of consumers.
40
300824
INTERNET , BILLING AND SERVIE ISSUES
5/21/20159:34:19 AMInternetAmbridgePennsylvania15003OpenNo
Comcast is my internet carrier and yesterday 05/20/2015 I received a message saying that my
internet has been disconnected and in order to reconnected it I have to pay $30.40 and they are
requesting for my credit or debit card information in addition they are requesting to make a direct
withdraw from my bank account. The message in my computer is requesting to access to a website:
https://consumer.comcast.com/walledgarden
I have immediately called Comcast and they knew about this situation and apologized to me and said
that they will fix the problem but hasn’t fixed the problems yet. I cannot access to my computer and
have been trying to call Comcast since then and cannot go through. I also want to indicate that my
monthly bill with Comcast has increased for equipment (modem) that I bought on my own at this
point I think they are charging me for a modem that they don’t even supply me. Another issue is that
Comcast does not advertise the price for services online. I have to call Comcast to get that info.
RESOL: I want to have my internet connection connected back, I don’t think I have to pay for
equipment that they do not supply to me and I want to see the prices for services online. CTR-11
41
348923
Comcast blocking DirecTv signals
6/18/20151:50:02 PMInternetAmbridgePennsylvania15003OpenNo
Comcast is provably throttling the signal of customers who use alternative TV service. We switched to Dish Network a few years ago, anytime we tried to use on Demand it said our signal was too slow. Then we switched to DirectTv. The same thing happened until I swit our router to Open DNS. Now Comcast has moved everyone to their new gateway midem/routers and once again it is impossible to use On Demand satellite services. This is the same thing did with NetFlix before they reached a settlement. My parents also switched to an alternative TV provider and immediately their internet slowed to the point of being useless too and they can not use on Demand features either. Just Google this complaint and you will see that anyone who rejects Comcast TV service pays for it with inferior Internet speeds and almost no access to satellite providers. For further proof, other streaming services and NetFlix ( post settlement) work fine.
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Follow-up message by FCC on 7/1/2015 11:35:10 AM:
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice.
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov.
42
302574pmts5/21/20158:53:29 PMInternetAmesburyMassachusetts1913OpenNo
My internet payments have been posted to another acct. When I realized what was wrong as my
internet service had been interrupted many times I was told I was probably right but nothing could be
done
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Follow-up message on 5/28/2015 12:06:49 PM:
Thank You
On 28 May 2015, at 9:25 am, FCC <consumercomplaints@fcc.gov> wrote:
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embed; }
43
343346
Slow Internet Speed
6/16/20151:45:58 PMInternetAmherst
New Hampshire
3031OpenNo
Comcast charges me for 100Mb service but has never met that commitment. They only deliver 25-30Mb.
44
286768
not getting what I am paying for with internet
5/12/20159:06:01 PMInternetAndoverMinnesota55304SolvedNo
Comcast has been to my home 3 or 4 times for internet performance issues most recently in March
and April. They had to return after the first visit, issue was supposed to be fix and had no internet.
Both my husband and I work from home and telecommute with different companies. we pay for
increased internet speed which I do not believe we have. I was told our cable line needed
replacement, they would need a permit from the city and would call us ahead of time so we could go
into our business offices to work without interrupted services. they did not call, my husband had to go
to Caribou to do a conference call, I lost service. I called Comcast when the employees cut through
my Invisible Fence line. Was told they were not to be there until May 31, they did not have the permit
yet. was told a supervisor would call me and a field supervisor would come out...neither happened.
was told I would receive a call after I called back again, no response. we are continually lied to.
please help us resolve these issues, no one ever calls us back. I have been dealing with this for
months and I pay them approximately $200 per month for services. Our employment is at risk. thanks
45
223179
Comcast bandwidth every evening drops to 10% of what is promised to our business
4/8/20151:04:24 AMInternetAngels CampCalifornia95222ClosedNo
we have a hotel in Angels camp CA. every evening our bandwidth drops to unusable levels and we get constant guest complaints. i have contacted comcast many times on this issue. they have come out to the hotel and witnessed the problem first hand. one of our employees lives several miles a way and he experiences the same thing at his home. when they come on site we are told over and over the problem is not on our site but within the network and never hear back from them. i truly believe they know they have an issue and are being instructed to not admit the problem but to skirt around it. either way we have given them over 2 months to address the problem with no results. tonight we are getting less then 4mbs on a business class guaranteed 50mbs service.
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Follow-up message by FCC on 4/15/2015 10:48:00 AM:
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice.
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov.
46
235980
isp dishonest about speeds
4/14/20158:57:50 PMInternetAngels CampCalifornia95222ClosedNo
i pay for 100mbit internet, yet every evening it slows to only around 10 - 20 mbit. I have contacted comcast many times and dont get any resolve other than to "reset" my modem and router which does nothing.
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Follow-up message by FCC on 4/16/2015 12:39:21 PM:
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice.
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov.
47
236469
Deceptive sales- change in billing amount etc.
4/15/201510:16:14 AMInternetAnn ArborMichigan48104ClosedNo
I ordered an internet plan. I was told it would be $49.99 but was billed $54.99. They said the 'extra' $5 was for not having "Ecobilling" yet i was never told that I needed this when I agreed to the plan & price.
Furthermore, in the meantime. I've asked for a plan with a lower rate i can afford- just with internet- but they consistently come back with bundled plans that include TV etc. They have the only really acceptable product for inteernt service in my area.
My request now is to be billed as I was sold- at $49.99/mo- already $5 over my previous plan & not $10as they've done. ( Though, i did try to get onto Ecobill- with no luck - & over an hour dealing with their reps,etc. & at this point I'd rather not)
I feel their sales techniques & representation of the service & fee was deceptive. Their company was built on public trust- the laying of cable lines etc.- yet they go to great lengths to take advantage & squeeze out excessive rates. ( Also, $10/ month for modem rental? You've got to be kidding! I finally figured that out on my own & bought one)
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Follow-up message by FCC on 4/17/2015 3:14:19 PM:
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice.
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov.
48
288602
Comcast Billing Dispute
5/13/20156:20:32 PMInternetAnn ArborMichigan48105ClosedNo
Comcast refuses to let me cancel my internet/cable and provide proof that my service has been
terminated. I have called 4 times (and counting hangups/discontents pushing 15 calls) and requested
2 emails.
I called on May the 4th 2015 to get my Comcast internet/cable canceled as I will no longer be living at
my current residence. I will be moving for work. I do not have any of Comcast's equipment thus a
cancellation of service should be relatively easy. When I first talked to the representative Kate, she
attempted to make me feel bad for canceling both internet and cable. Then she told me that they
have a system upgrade going on and they can not process my request until an hour later. Her
supervisor (Jake employee ID:6850SR) reiterated her story about the system upgrade. Kate called
me back to tell me that the upgrade will take until their office closes and that they will call me back the
next day to complete the request. They never called. This is how Comcast found a way to extend the
billing date. I was told the ending date was on May the 4th but when I called on the 5th they claimed it
was the 5th.
I have spoken with many representatives. Two of which have said "I will get an email at
confirming the cancellation within 24 hours"(both read the email address to me
letter by letter). The last of these representatives being Tamika (?) (Employee ID 1361) from the
retention department. I have received no such email (not even in my spam folder).
As of May 13th Comcast's telephone tree disconnects me right before talking to an agent. I am
contacting the FCC in the hopes that they can help resolve this dispute. Furthermore, I hope this
indicates what poor customer service Comcast continues to have despite their claims to try to get
better. Thank you fro your attention to this matter.
-Robert W VanDervort
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Follow-up message on 6/6/2015 9:48:12 PM:
The matter has been resolved. Thank you for your attention to this matter.
(b) (6)
(b) (6)
49
309379Comcast5/27/20151:50:37 PMInternetAnn ArborMichigan48105SolvedNo
Hello,
I signed up for Comcast internet on 01/30/15 and received the equipment on 02/04. I plugged in the
equipment on 02/06 yet there's no signal. I called the Comcast and they could not get a signal from
their end either. The representative told me that she needed to send someone out to take a look. I
asked if there's going to be a charge, she said no (and I assume this was recorded), said since I was
a new customer and they were not able to activate my account/modem, there shouldn't be any
charge.
The technician came out and fixed the problem on 02/09 . All he did was to connect the cable at the
switch box located somewhere in our subdivision. The technician specifically told me the cable for
my house was never connected and the line was not properly labeled either. After he connected the
cable line, I was able to get a signal.
I was subsequently charged $39.95 for this "Technician Visit" that occurred on 02/09. I do not agree
that I should be paying for this charge for the following reasons:
1. The contract I signed specifically said there's no activation fee. As a new customer, whatever
Comcast needed to do in order to activate my new account/modem, should not be my responsibility.
The sole purpose of the "Technician Visit" was to connect the cable at the switch box that Comcast
owns; this is the very basic, necessary step that Comcast must perform in order to provide me the
internet connection that I have signed up for. If Comcast requires a new customer to pay for their
cable to be connected at the switch box, it should have been disclosed up front - in my case, it wasn't.
2. I have contacted Comcast Customer Service 6 times to resolve this "Technician Visit" charge. The
first three times I was assured a credit of equal will be issued within 24-48 hours (and I assume these
phone calls were recorded) but it never happened. Then I was told nothing was documented in the
work log. Then I was told it has to be escalated and it'll take another 24-48 hours. In the meantime, I
was getting fined for late payment (of this disputed charge) and that my service will be cancelled if I
do not pay this charge. The last time I contacted Comcast, I was told there's nothing they can do. So
I had no choice but paid the $39.95.
I wanted to bring this to your attention because I am so appalled by the way Comcast conducts their
business. I believed I have been unfairly charged for the technician visit fee, and the representatives
at Customer Service are not held accountable for what's been said or promised.
Thanks,
50
351079
Comcast Billing and Service Issues
6/19/20159:19:46 AMInternetAnn ArborMichigan48105SolvedNo
Consumer is having billing and service issues with Comcast (cable and internet). He started a bundle in September and in December he started being charged a $10 for equipment. They never notified him of the increase. This started other billing issues, Comcast requesting an extra $100 almost every month. He returned the equipment that he was being charged $10 extra for but Comcast still bills him. Comcast also frequently shuts his internet service off, two to three times per month for illegitimate reasons. He will call Comcast and they say they have to change his frequency. He does not have very many neighbors and during the outages most people are at work, so it cannot be a congestion issue. They do this but still charge the same price. Today the internet service went out again and Comcast said to replace the equipment when the service worked fine yesterday and was working for three weeks. They have no regards for their customers. He feels like he is being opposed and taken advantage of by Comcast. Comcast sucked over $400 in extra fees from him since starting services. Comcast says these charges are legitimate and refuse to budge. As a resolution, he would like Comcast to refund him for the additional fees that they did not notify him about. He would also like a refund for the time that his internet service was out and for them to resolve the issue that causes the internet to go out. ***CTR359-phone***
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Follow-up message by FCC on 6/22/2015 9:57:17 AM:
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice.
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov.
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Follow-up message by FCC on 7/9/2015 1:14:07 PM:
Hi
Your Ticket No. 351079 was served on your carrier for its review and response.
Your carrier has provided the FCC with a response to your complaint. You should receive a copy of the response from the carrier within 7-10 days via postal mail. As such, no further action is required. Your complaint is closed. (b) (6)
Thank you for your complaint and help in furthering the FCC’s mission on behalf of consumers.
51
366705
Cable prices rising
6/25/20156:17:58 PMInternetAnn ArborMichigan48103SolvedNo
I have no options for true high speed internet in my area aside from Comcast. They have a monopoly, and they have used it to raise my rates and lower my service for years. I am now facing another rate rise. I now pay for high speed internet and what they call "limited basic" cable - just my local 5 channels - almost $100 per month.
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Follow-up message by FCC on 6/26/2015 5:35:58 PM:
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice.
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov.
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Follow-up message by FCC on 7/16/2015 6:03:36 PM:
Hi
Your Ticket No. 366705 was served on your carrier for its review and response.
Your carrier has provided the FCC with a response to your complaint. You should receive a copy of the response from the carrier within 7-10 days via postal mail. As such, no further action is required. Your complaint is closed.
Thank you for your complaint and help in furthering the FCC’s mission on behalf of consumers.
52
368705service issues6/26/20153:56:18 PMInternetAnnapolisMaryland21401SolvedNo
Consumer said that she has an issue with Comcast. She said the issue has been happening for a while. She was in internet essentials program through Comcast in 2013. She said in Feb 2014 because the bill didn’t seem right so she called the company and the company told her that they would fix the issue and offered her a free home phone. She was under the assumption she was still on the internet essentials program but when she went to pay her bill at the store she talked to the employee and they said she was not on the program any longer and she was paying for the home phone. She found out her services were shut off last Friday and are still currently off. When she called Comcast on this and asked why her services were off they were not sure so they turned it back on. She was supposed to have to the 16th to pay the past due but she shouldn’t pay the bill until a supervisor called back and straightened out the bill with her but no one called her. Once she talked with Comcast they informed her that they could credit her one month of service and give 6 months of a premium channel even though she overpaid 16 months of service. Comcast said she should have caught the issue within 6 months of getting the service which she did in February however that rep said he fixed the issue and gave her the free home phone. As a resolution she feels the company owes her more than what she received for the inconvenience this has caused her. She said that they should have offered like 6 months free service or at least give her some of her money back that she over paid. She also has another call back number of . ***CTR 354-phone***
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Follow-up message by FCC on 6/30/2015 3:13:21 PM:
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice.
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov.
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Follow-up message by Consumer on 6/30/2015 3:36:38 PM:
Thanks I appreciate the assistance
Sent from my MetroPCS Android device
FCC <consumercomplaints@fcc.gov> wrote: (b) (6)
>table td { border-collapse: collapse; } body[dir=rtl] .directional_text_wrapper { direction: rtl; unicode-bidi: embed; }
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Follow-up message by FCC on 7/28/2015 7:25:47 AM:
Hi
Your Ticket No. 368705 was served on your carrier for its review and response.
Your carrier has provided the FCC with a response to your complaint. You should receive a copy of the response from the carrier within 7-10 days via postal mail. As such, no further action is required. Your complaint is closed.
Thank you for your complaint and help in furthering the FCC’s mission on behalf of consumers.
53
347369
HBO GO on Playstation 4
6/17/20158:41:23 PMInternetAnnvillePennsylvania17003SolvedNo
Comcast is blocking it
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Follow-up message by FCC on 6/19/2015 8:42:30 AM:
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice.
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov.
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Follow-up message by Consumer on 7/17/2015 8:52:41 PM:
Any news
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Follow-up message by FCC on 7/21/2015 11:11:46 AM:
Hi
Your Ticket No. 347369 was served on your carrier for its review and response.
Your carrier has provided the FCC with a response to your complaint. You should receive a copy of the response from the carrier within 7-10 days via postal mail. As such, no further action is required. Your complaint is closed.
Thank you for your complaint and help in furthering the FCC’s mission on behalf of consumers.
54
291784
internet connectivity
5/15/20151:07:11 PMInternetAnokaMinnesota55303SolvedNo
from 10pm to 6am my iPhone, iPad and Mac computer connect to Internet rapidly, from 6am to 10pm
all devices are either several minutes to connect or I get a message "not connected to Internet try
again"
I have called Comcast 6times in the last two weeks , they sent me a replacement modem., service is
still terrible NO improvement
I am totally frustrated with all the delays and department switches Comastcputs me thru each time I
call and the end result is no improvement.
I took my iPhone 5 to ATT. thinking maybe a phone problem, they connected my phone to their
server and it worked just great.
Comcast has got to stop throttling service at peak times.
Unfortunately I have a 2 year contract
Their service is actually a danger to me as I have a medical condition that requires a phone with fast
911 access
Any help would be greatly appreciated
Anoka Mn.
55303-1458
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Follow-up message on 5/31/2015 5:24:06 PM:
Sent from my iPhone
> On May 20, 2015, at 1:51 PM, FCC <consumercomplaints@fcc.gov> wrote:
> Comcast monitored my line , security specialist said strength was below average, sent a service
technician 5-30 he told me my phone (iPhone 5) was defective needed to be replaced
I am waiting to replace phone till September when new iPhone goes on sale
Problem resolution is questionable
Even service technician is not positive, his resolution based on fact his two phones worked perfectly
on my wifi . He has no answer why my phone works from 10pm to 6am , does not work 6am to10pm
He says failing wifi chip on my phone ...
55
308478Email issues5/26/20159:45:02 PMInternetAntiochCalifornia94509SolvedNo
I have contacted Comcast to many times trying to fix this and way before the 90 day period about
transferring my in laws email address to my account. I found out 2 things today (05/26/15) that make
me mad. #1 on February 19th their email address was transferred by someone at Comcast. How is it
I've had a diffcult time since December 2014 to transfer this email address and someone can just up
and do it with no questions asked. #2 their account has been disconnected and can't see notes on
their account anymore showing the 2 or 3 times we've told Comcast to transfer the email address to
my account but NOBODY at Comcast wanted to help and I'm a paying customer.
56
309851Monopoly5/27/20154:24:46 PMInternetAntiochTennessee37013SolvedNo
We live at , Antioch TN, other than Xfinity (Comcast)
we cannot receive any other internet or phone service provider. The service is horrendous, both in
using it and getting any problems corrected. We have spoken with neighbors and it is the same all
over the neighborhood. I thought monopolies were a thing of the past.
57
367342
Complaint against Xfinity/Comcast
6/26/20152:38:50 AMInternetAptosCalifornia95003ClosedNo
This is about cable television, not internet, so I don't know why there are questions below about internet service. My bill has been increasing substantially, but I cannot reach customer service in a reasonable fashion to get an explanation as to why. I've tried to call or contact customer service online three times over the course of the past several months to get my issue resolved, and have been on hold for almost an hour. Once I hung up, another time I finally got a customer service rep after over an hour. When I asked her why my bill increased so much even though I haven't changed service, she said it's because it's a new account and they include the set up fee. What??? I've had this account for almost 9 years. Was on with her for another 15 or 20 minutes and then just could not waste more time on it. Their website says they have customer service agents available 24/7 by phone. When you call the phone in the evening (as many working/commuting people must have to do), it tells you they only answer phones from 7 to 7, but that if you go online, there's someone available 24/7. And when you go online, there is no (easily identifiable) link to speak with customer service. In the meantime, I have yet another increase, so now it seems to me that I'm paying almost $20 more per month than I was when I opened the account, but with no extra service. I went to their Facebook page and see complaint after complaint about their service, but it is still subpar. Unfortunately they have basically a monopoly in this area, unless I go with satellite cable, which I am at the point of doing. I don't know how they can make it so difficult for customers to get their issues resolved.
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Follow-up message by FCC on 6/30/2015 8:14:08 AM:
This request was closed and merged into request #367353 "Poor customer service/Comcast Xf...".
58
227209
Comcast credit after cancellation has not been received after more than a year
4/9/20154:40:05 PMInternetArlingtonVirginia22202ClosedNo
As can be seen from my final statement from Comcast (attached), I canceled internet service on March 23, 2014 for service at , 22202. I subsequently moved to Apt. in the same apartment complex, which Comcast was aware of and is the address listed on the final statement.
The statement said I was due a $54.77 payment credit.
After many months, I still had not been paid the $54.77 payment credit I was owed. I called Comcast, and was told for some reason they believed I had un-returned equipment (a cable modem) that had caused the payment credit to be withheld, pending some investigation.
I have owned my cable modem for years, and bought it from a friend when I lived in Seattle years ago (the service at issue here is in Virginia). One of the reasons why I canceled Comcast, in fact, was because they started charging me, spontaneously after having service for many many months, a modem rental charge for my own modem that I had been using the entire time. I had to call Comcast to have the monthly charge removed (which they did). You can see no mention of a modem rental charge as a service that I canceled on page two of the attached statement.
It has now been over one year since I have been owed my $54.77 credit. I would like to be payed what I am owed, and am very displeased with Comcast's insistence completely out of the blue that my modem spontaneously became theirs.
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Follow-up message by FCC on 4/13/2015 11:09:28 AM:
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice.
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov.
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Follow-up message by FCC on 5/1/2015 6:07:02 PM:
Comcast has issued a refund to the complainant in the amount of $57.61.
59
266376
Comcast False Promises
4/30/20151:06:52 PMInternetArlingtonVirginia22206ClosedNo
I called Comcast in regards an increase on modem rental that I was not notified on prior, the rep stated that a letter was mailed out in that regard and offered 25MB for $45.99 with local channels with no extra charges. I was surprised to see $100 dollar monthly bill that includes charges for the basic cable box self install kit and $59.99 for plan charges. I called 3 times and explain my initial conversation with the rep who promised $45.99 plan. I was told that they will check the recorded conversation and get back with me. I called several times for the past 4 weeks but I was not able to get a call back from Comcast.
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Follow-up message by FCC on 5/1/2015 7:32:49 AM:
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice.
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov.
60
325273
Comcast Blocking UDP Port 443
6/5/20151:02:10 PMInternetArlingtonVirginia22206ClosedYes
I work for the federal government and am the CIO of the Alcohol and Tobacco Tax and Trade Bureau (TTB). We support a large telework contingent. Two days ago our VOIP access from home to TTB stopped working for our users that have Comcast as an ISP. It continues to work for all other users that have a different ISP. All other services over Comcast work (i.e. laptop VPN that uses TCP port 443). We have an in-house Internet test system that shows UDP Port 443 being blocked. We also see this on our Internal VOIP logs. My fundamental issue (other than it not working) is that there is no way for a TTB network engineer to work with Comcast to resolve this on behalf of our users. The only way to get support is to have each individual contact Comcast directly. Since the users have no technical network knowledge, they get the script reading support people and a session that ends with we (Comcast) changed nothing and the issue is yours. That ignores the simple fact that it has worked for years and years and continues to work for anyone that has a different ISP. Any help appreciated.
I have the issue at my home (the account number provided) but am filing on behalf of my employees that are affected. I listed the name of one employee that worked with Comcast. The Comcast rep was good, but the problem is not resolved. Ref CR
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Follow-up message by Consumer on 6/9/2015 11:58:38 AM:
I was contacted last evening by a host of Comcast personnel. We received excellent support and the problem is resolved. For the record - the UDP port 443 traffic was making it out of the Comcast network but was not making it to TTB. Another provider between Comcast and TTB implemented a security fix last week that caused the issue. Comcast worked directly with that provider and caused the issue to be fixed. We are appreciative of this level of support and Comcast has requested that I use the contacts provided in the event of a similar issue in the future. This addresses all issues in my complaint.
Thank you to Comcast and thank you to the FCC for the support in resolving our issue.
61
342435
Issues with Comcast
6/15/201510:39:15 PMInternetArlingtonVirginia22206SolvedNo
Ongoing issues with service and billing since January 2013.
We have had repeated issues with Comcast's Internet and Television services. We are on our 5th router, our 3rd cable box and still routinely do not receive hi-speed internet or have issues with our cable TV. We have wasted many hours of our time dealing with representatives over the phone, as well as wasted many hours with technicians coming to our residence and telling us that everything is fine and that the problem has been resolved.
We are just now beginning to experience the same level of incompetence with their billing department. We spoke with Comcast billing back in February 2015 because our bill had been raised $80 since we first started with Comcast. We were assured that Comcast wanted to keep us and would lower our bill to $150. That did not happen. We called back on May 24, as our bill had now crept even higher to $110 more than we had first agreed to, at $210.78. We were told the same thing, that Comcast wanted to keep us, and that with removing a movie package and applying a promotional offer they could get us down to $154.99. I asked for and received the name and badge number of the representative and was assured I would be receiving an email confirming the change.
The next day, we received an email stating that our bill was now $163.26 effective immediately. As our movie package was gone, we expected that we had finally been given a lower rate. This did not happen and our bill for this month is the higher rate. We called back on June 15, and were told they had no record of this change. Even with the name and badge number of the previous person we had spoken with the billing department said they could not be of assistance and would have to transfer us to another department. We sat on hold for 5 minutes before we were told by an automated message that the department was closed for the evening and to call back the next day. I called back immediately to speak with billing and was told that yes, the department I needed to speak with was closed.
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Follow-up message by FCC on 6/17/2015 10:07:20 AM:
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice.
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov.
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Follow-up message by FCC on 7/15/2015 11:06:53 AM:
Hi
Your Ticket No. 342435 was served on your carrier for its review and response.
Your carrier has provided the FCC with a response to your complaint. You should receive a copy of the response from the carrier within 7-10 days via postal mail. As such, no further action is required. Your complaint is closed.
Thank you for your complaint and help in furthering the FCC’s mission on behalf of consumers.
62
348514
Comcast Refuses to Schedule a Future Service Stoppage
6/18/201512:02:57 PMInternetArlingtonVirginia22204SolvedNo
When contacted via phone with a request to stop my service in 28 days (15 July 2015) Comcast refused to do it saying that 28 days was too far out to schedule a stop in service.
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Follow-up message by FCC on 6/22/2015 8:32:01 AM:
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice.
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov.
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Follow-up message by FCC on 7/10/2015 11:41:54 AM:
Hi
Your Ticket No. 348514 was served on your carrier for its review and response.
Your carrier has provided the FCC with a response to your complaint. You should receive a copy of the response from the carrier within 7-10 days via postal mail. As such, no further action is required. Your complaint is closed.
Thank you for your complaint and help in furthering the FCC’s mission on behalf of consumers.
63
352100Comcast6/19/20152:36:57 PMInternetArlingtonVirginia22206OpenNo
Since the middle of May I have intermittent failure of service. The service goes up and then it cuts off. Comcast had a technican come out this past Sunday and the next day I was having the same problems. The connection is inconsistent. It is costing me money and time. It is taking away from my telework time. I was also being charged for two services. They charged me 40 dollars to come to my home when their service does not work right. They are charging me 40 dollars twice for two visits. I need to have my service working. This is costing me time and money
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Follow-up message by FCC on 6/22/2015 4:59:35 PM:
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice.
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov.
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Follow-up message by FCC on 7/13/2015 2:57:37 PM:
Hi
Your Ticket No. 352100 was served on your carrier for its review and response.
Your carrier has provided the FCC with a response to your complaint. You should receive a copy of the response from the carrier within 7-10 days via postal mail. As such, no further action is required. Your complaint is closed.
Thank you for your complaint and help in furthering the FCC’s mission on behalf of consumers.
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Follow-up message by Consumer on 7/19/2015 12:49:31 PM:
The problem has returned
For a short period of time the service was reliable
It is now back to before
Inconsistent and interment loss of service (b) (6)
Thank you
64
355887Overbilling6/22/20151:45:40 PMInternetArlingtonVirginia22207SolvedYes
After contacting and writting to Comcast att Alice in Billing , 8029 Corporate Dr , Baltimore Md , 21236 , we are still receiving malicious calls from collections agencies for issues that Alice has already promised me were over and settled. I can be contacted at the following email ,
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Follow-up message by FCC on 6/23/2015 7:29:58 AM:
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice.
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov.
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Follow-up message by FCC on 7/17/2015 10:24:44 AM:
Hi
Your Ticket No. 355887 was served on your carrier for its review and response.
Your carrier has provided the FCC with a response to your complaint. You should receive a copy of the response from the carrier within 7-10 days via postal mail. As such, no further action is required. Your complaint is closed.
Thank you for your complaint and help in furthering the FCC’s mission on behalf of consumers.
65
356118
Comcast - failure to provide service, refusal to void contract
6/22/20152:41:05 PMInternetArlingtonVirginia22206SolvedNo
We have had high speed internet service (and cable) with Comcast since October of 2014 in Arlington, VA. We have continually had problems with the internet service - it goes in and out constantly and even when it is "on" - it is insanely slow - so slow that a speed tracker website cannot even load to track it (slower than dial up was in 1995 - really). I have called several times, several technicians have come out, and each time they check everything, say the signal is working perfectly, and that it must be a problem with our laptops/phones/modem/router, etc. We've replaced equipment, tried the connection with about a dozen different devices, to no avail. Most recently, we had a technician out on 6/18/15, who spent two hours, could not figure out the problem, but promised that a manager would be coming over on Sunday morning. We communicated on Friday, 6/19 about setting up an appointment for a manager to come out. I was continuously promised that a manager would be coming on Sunday morning, or calling - but nobody showed up, nobody called. I called Comcast again early on 6/22 to cancel the internet service (since it hasn't ever worked and nobody seems able to fix it), but was told that an early termination fee would apply. I asked to speak to a manager, and I was told there was no way to avoid the early termination fee. I asked to speak to a manager, and I was told that I'd have to be put on a list to receive a call back. I have not heard back. As of now, I have no internet service, have been continuously attempting to get them to fix it for almost 9 months, to no avail, and now am being told that to cancel a service that I've been paying for but not receiving, I'm going to have to pay more to just simply cancel it. We do not have any other cable service provider in the area, but I was planning on getting Verizon DSL.
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Follow-up message by FCC on 6/25/2015 6:09:25 PM:
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice.
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov.
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Follow-up message by FCC on 7/29/2015 2:59:48 PM:
Hi
Your Ticket No. 356118 was served on your carrier for its review and response. (b) (6)
Your carrier has provided the FCC with a response to your complaint. You should receive a copy of the response from the carrier within 7-10 days via postal mail. As such, no further action is required. Your complaint is closed.
Thank you for your complaint and help in furthering the FCC’s mission on behalf of consumers.
66
363869
Spotty Comcast service
6/25/20158:03:27 AMInternetArlingtonVirginia22202SolvedNo
I pay almost $70 a month for internet from Comcast and I am regularly, (ie 2-4 times a week, some times multiple times within a day) notified by my alarm company that my internet is out. It isn't my equipment, it's the signal being dropped from the modem. Some times it comes back after a few seconds and other times it take 10-20 minutes to get a good, stable internet connection. Lately, the connection has been so unstable that my phone automatically turns WiFi off. Also, I've had to tell my Alarm company to "ignore the communication error" because it was become so frequent.
This is all very, very frustrating because I don't have any other options for broadband and the basic speed that Comcast offers. Let me say that again, I don't have any other options, and Comcast has told me as much when I have called to complain.
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Follow-up message by FCC on 6/29/2015 1:49:28 PM:
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice.
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov.
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Follow-up message by FCC on 7/16/2015 9:33:23 AM:
Hi
Your Ticket No. 363869 was served on your carrier for its review and response.
Your carrier has provided the FCC with a response to your complaint. You should receive a copy of the response from the carrier within 7-10 days via postal mail. As such, no further action is required. Your complaint is closed.
Thank you for your complaint and help in furthering the FCC’s mission on behalf of consumers.
67
369398
without service despite willingness to pay
6/26/20159:09:12 PMInternetArlingtonVirginia22204OpenNo
A couple of days ago, my Comcast service (high-speed internet + cable TV) was suspended because I have a past due amount of $202 that I wasn't able to pay by the deadline. I work part time and I was out sick many days, which means I didn't get paid for those days and my latest paychecks were lower than usual. I contacted Comcast's regional headquarters in MD to make payment arrangements. I first asked if I could pay the $202 in two different installments from two different paychecks, but I was told I needed to pay the full amount to be reconnected. So, I agreed to pay the $202 on July 3rd when I get my next paycheck. It's a stretch but I absolutely need at least the Internet to be restored ASAP because I'm taking online classes to pass a math placement test that I need to take at my university in order to be able to sign up for any classes for Fall 2015. I also do freelance graphic/web design work and that helps me make ends meet. However, the customer service executive told me I needed to pay the $202 by July 1st because on that day the system would generate a new bill and at that point I would owe $348 and $202 would no longer be enough to reconnect my service. He allegedly couldn't circumvent or override the system manually. Now, I think this is ridiculous. It's just a matter of 48 hours!!! Plus, it's strange that an executive has no control over an automated system. I don't get to decide when I receive my paychecks and it's not like I was unwilling to pay my past due amount. I won't be able to pay $348 on July 3rd because my paycheck will only be in the $500 range -- as I said before, paying $202 is already a stretch. That means that I won't be able to get my service back for most of the month of July and I've been a Comcast customer for 12 years!!! If I can't study for my test now, I'll end up taking it in August when all classes will be full and I might end up losing my financial aid and having to apply to the university again! I'll definitely seek legal advice and sue Comcast if that ends up being the case, but I hope this complaint will be enough for them to contact me and accept a $202 payment on July 3rd to reconnect my service. One last thing: whenever I ask to be switched to a cheaper plan or cancel my cable TV, I'm told I need to pay my full balance before I can make any changes to my service. And any plan for existing customers is much more expensive than the deals that new customers get. This company doesn't seem to value its long-time customers at all, yet, it has been overcharging us for years and we're the reason why it's so rich. I would gladly switch providers if I could, but in my particular area Comcast is sadly the only option for high-speed internet...
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Follow-up message by FCC on 6/29/2015 2:29:39 PM:
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice.
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov.
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Follow-up message by Consumer on 6/30/2015 7:04:33 PM:
Thanks for forwarding my complaint to Comcast. Finally, an executive reached out to me and they restored my service extending my $202 payment deadline to July 3rd when I'm able to make the payment.
~
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Follow-up message by FCC on 7/22/2015 11:58:43 AM:
Hi ,
Your Ticket No. 369398 was served on your carrier for its review and response.
Your carrier has provided the FCC with a response to your complaint. You should receive a copy of the response from the carrier within 7-10 days via postal mail. As such, no further action is required. Your complaint is closed.
Thank you for your complaint and help in furthering the FCC’s mission on behalf of consumers.
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Follow-up message by Consumer on 7/22/2015 12:32:47 PM:
Sent a new complaint this past Monday because they have disconnected me again... third time in less than one month! The resolution was only temporary...
Thanks,
~
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Follow-up message by FCC on 7/24/2015 5:42:31 PM:
Request #424671 "Horrible Customer Service" was closed and merged into this request. Last comment in request #424671:
I'm writing to follow up on my Comcast disconnection odyssey. After filing numerous complaints, last night I was contacted by phone by an alleged Comcast executive who identified herself as "Stacy" (no last name).
"Stacy"'s reason for not wanting to restore my service is that I "promised" to pay the $139 on July 17, but I didn't, so that's a breach of contract and I will never have my service restored until I pay in full. She couldn't care less that I could pay that amount only on August 14, and by then it wouldn't be enough to get me back on because a new bill would be generated and the past due would increase. When I told her that I can't afford to be without the internet for so long because I need it for work, she had the nerve to say that my internet is "for entertainment". Says who? I freelance and I occasionally work from home for my part-time job, too. I don't own a business, so it's more cost effective for me to (b) (6)
(b)
(6)
(b) (6)
just pay for residential high speed internet than a business plan. Ms. "Stacy" doesn't live with me and has no right to infer that I use my internet "for entertainment" -- she can't possibly know how much time I spend on it working or studying vs watching cat videos on YouTube!
Also, just to clarify, I never "promised" to pay the whole $139 on July 17. I said that would be the first day I could make a payment because I was getting a paycheck, and I did mean to pay as much as I could, but my electricity would be shut off if I didn't pay at least $70 and that took priority. At least, Dominion accepts payment arrangements and works with you splitting the payments as you can afford them.
When I complained that I'm never allowed to downgrade my service and cancel my TV until I pay the full past due amount, "Stacy" said "TV and internet is the same" which is not because I would save $30 a month if I only paid for internet. Then she tried to blame me for not calling to cancel when the service is working as opposed to disconnected, which I have done an infinite number of times.
In the end, she adamantly denied to restore my service and told me if I want to find a lawyer to help me with this, it's my right (but it didn't seem to concern her, as in her mind Comcast is right and maybe too powerful to be deterred by a lawsuit).
I did let her know that this is very bad customer service and now I want to let the FCC, too.
After this conversation, I called to cancel my service and the retention representative I spoke to had more common sense and waived the late fee on my past due because I've been with Comcast for 12 years and I'm behind - what? - maybe a month, month and a half? Big deal!
I've really been through health issues and financial hardship and all I'm asking is to get at least my internet restored so I can work from home and study online instead of losing money and falling behind with my classes and homework. I'm not asking to get away with not paying my past due. I will eventually catch up. What's the difference between paying half of it on July 31 and the other half on August 14 or paying all of it on August 14? In the end, Comcast would still receive the same amount that I owe.
It may not be Comcast's policy to accommodate such payment arrangements, but life happens and customers can get ill, lose their jobs, have unexpected expenses, etc. (According to the office of the VA Attorney General, Comcast makes its own rules and there's no organization that has the power to oversee and regulate them -- if this is true, it's ridiculous! It gives corporations carte blanche to abuse customers as they please, which is unfair!)
A company with a heart who really cares about its customers should have a policy in place to help and retain such customers during a rough patch.
I know Comcast proudly offers high speed internet access for $10 a month to families with at least one child who qualifies for a free meal or a subsidized meal at school. That's great, but there are many more people who struggle financially and they have the same rights to access the internet, especially if they use it to work and study.
From now on, I'll be happy to discourage anybody I know from signing up with Comcast or suggest they switch providers if they're lucky enough to have a choice (unfortunately, I'm not). I may not get
my internet back, but I'll take advantage of every free wireless spot and my cell phone service to post my story to any available public forum so that everybody knows how horrible Comcast's customer service is. Well, not everybody is horrible -- the reps I talked to last night after "Stacy" called me (one from Retention and one from Collections) were actually pretty nice and reasonable, but they had their hands tied by company policies and couldn't do anything to help me restore my service.
I know losing a customer is no big deal financially for a giant like Comcast, but business isn't just about money. It's also about ethics and satisfying/retaining customers.
I wish I had the option of switching providers, but where I live I'm stuck with Comcast, at least for high-speed internet, and I need to solve my case ASAP. I have to work and study and can't wait until August 14 (provided they accept a $128 payment to restore my service then...).
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Follow-up message by FCC on 7/27/2015 7:14:07 PM:
Request #413640 "Disconnected again!" was closed and merged into this request. Last comment in request #413640:
So, only a few days after solving my previous complaint and restoring my service, Comcast suspended it again because I have a $138.00 past due. I already told the executive who looked into my case when I filed my previous complaint that I'm going through a time of financial hardship due to illness (though I do have a professional job, I'm part time and paid by the hour, so I don't get paid sick leave). I was hoping I could make the payment last Friday when I got my paycheck, but I had to catch up with my electric bill and only have $11 in my account left. I won't be able to pay the $138 until August 31 when I get my next paycheck and even then, I can only make a partial payment because I was sick and my paycheck will only be $300. However, I need the internet restored ASAP to follow my online class and do freelance design work. I've asked Comcast multiple times to let me cancel my cable TV, which would make it easier for me to catch up with my payments, but they always refused, saying I need to pay all my past due amount first. This is like a vicious circle and I'm tired of filing complaints and begging to have my service restored. I wish I had an alternative for high-speed Internet in my apartment complex but alas it's either Comcast or nothing. I will catch up with the bill, but I need time and I need reliable internet service for my online courses and work. I'm wondering if you can help me not only get my internet restored, but also my cable TV canceled so I don't keep being billed $138.00 every month, which is making it impossible for me to keep up with the expenses.
68
226231
Issues with Xfinity/Comcast
4/9/201512:24:32 PMInternet
Arlington Heights
Illinois60004ClosedNo
I've had a number of issues with Xfinity in the last month. Not only service that wasn't working for almost a month, rude customer service reps, promised packages that I was later told "don't exsist" and hidden charges on my account I was told would be credited to my account, then weeks later were still on my account and no one "Could help me" review those credits.
They sent out a tech who was late, stayed over 3 hours, wouldn't take my equipment and then proceeded to tell me they gave me a package that doesn't exsist and he couldn't set up my services and refused to take my broken equipment. I was charged $70 for this visit without my knowledge. I was told by a supervisor that the fee would be refunded since it was never disclosed and I never signed or agreed to this. A month later the fee is still on the account and no one will help me. When I called today the rep wouldn't let me talk to a supervisor, told me no one is available to help me, talked so rudely to me then hung up on me. I'm sick of the run around and I don't understand how they can lie so many times and charge people hidden fees.
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Follow-up message by FCC on 4/13/2015 5:21:11 PM:
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice.
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov.
69
241880
Cable Modem rent for Internet access
4/17/20153:48:16 PMInternet
Arlington Heights
Illinois60004ClosedNo
I think more than 8 years ago and with little interruptions, I have had contract with COMCAST as Internet Service Provider. As I remember, at the beginning with COMCAST the monthly rent payment for a CABLE MODEM was $5 a month. On December 2014, due to some difficulties to access the Internet, I was recommended by COMCAST'S Customer Service to replace the Cable Modem for a new one. Then I decided to stop the Cable Modem renting way from COMCAST and to buy a new one with my own money, and to return the obsolete Cable Modem to COMCAST. After getting the next COMCAST'S monthly bill, I was really so surprised: $8 less to pay, then I got some questions that are the reason of this Complaint: 1. Do COMCAST have been charging $5 or more than that to the customers, for a depreciated and obsolete electronic device? 2. If it is true, is it Legal to increase the rent price for an electronic device that at the same time is becoming obsolete? 3. In my opinion a Company who rents an electronic device, should decrease the rent just as the electronic device become obsolete. In my case I think that in average I have paid more than $600 for an electronic device that I guess it would cost $40 or les for an Internet Service Provider. Are there Legal Regulations to protect the customers for this kind of situations or am I completely wrong on everything? I APPRECIATE TO FCC, FOR GIVING US THE CITIZENS THE POSSIBILITY TO EXPRESS OUR CONCERNS. THANK YOU SO MUCH!
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Follow-up message by FCC on 4/20/2015 4:10:39 PM:
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice.
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov.
70
360187Comcast/Xfinity6/23/20159:27:28 PMInternetArvadaColorado80004SolvedNo
It has been 4 months of billing issues and problems. I have spent to date, in those last 4 months, 6 hours and 36 minutes either talking/chatting to "customer service" (and counting, I am currently on hold and have been for 1 hour and 18 minutes). This is ridiculous. I have been lied to. I have been oer charged. I am going to investigate whether or not their incorrect bills and "past due" amounts have had an effect on my credit and will take appropriate action if they have. I have been hung up on by the automated system numerous times because my account cannot be found either with my phone number or my account number. They have billed me for services that were not completed.
Comcast.........
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Follow-up message by FCC on 6/24/2015 2:48:57 PM:
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice.
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov.
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Follow-up message by FCC on 7/17/2015 12:08:17 PM:
Hi
Your Ticket No. 360187 was served on your carrier for its review and response.
Your carrier has provided the FCC with a response to your complaint. You should receive a copy of the response from the carrier within 7-10 days via postal mail. As such, no further action is required. Your complaint is closed.
Thank you for your complaint and help in furthering the FCC’s mission on behalf of consumers.
71
223960Speed issues4/8/201512:53:45 PMInternetAshlandVirginia23005ClosedNo
I am being billed for internet speeds of 105Mbps but only being being provided 25Mbps. When I call to complain, they give me a temporary speed increase that then goes away a few weeks later. It never gets to the speed they promise me. I have called to complain and been put on hold and then disconnected, too numerous a time to be coincidental. Their wait times are horrible. Unfortunately they are the only internet provider in my area so I am stuck with their monopoly which is probably why their service stinks.
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Follow-up message by FCC on 4/9/2015 10:21:15 AM:
Request #223943 "Comcast internet speed" was closed and merged into this request. Last comment in request #223943:
I am being billed for internet speeds of 105Mbps but only being being provided 25Mbps. When I call to complain, they give me a temporary speed increase that then goes away a few weeks later. It never get to what they promise me. I have called to complain and been put on hold and then disconnected, to numerous a time to be coincidental. Their wait times are horrible. Unfortunately they are the only internet provider in my area so I am stuck with their monopoly which is probably why their service stinks.
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Follow-up message by FCC on 4/9/2015 1:02:53 PM:
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice.
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov.
72
355934AT&T6/22/20151:58:04 PMInternetAthensTennessee37303SolvedNo
AT&T is blocking phone calls to Magic Jack users. Is this legal? I discontinued my service with AT&T and went with Magic Jack to save money. AT&T had gotten way to expensive. Now I find out that those that still have AT&T cannot call me. That get a message saying that they must use another carrier to call me. Is this Legal to block calls by AT&T?
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Follow-up message by FCC on 6/23/2015 2:37:54 PM:
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice.
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov.
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Follow-up message by FCC on 7/22/2015 6:17:06 AM:
Hi
Your Ticket No. 355934 was served on your carrier for its review and response.
Your carrier has provided the FCC with a response to your complaint. You should receive a copy of the response from the carrier within 7-10 days via postal mail. As such, no further action is required. Your complaint is closed.
Thank you for your complaint and help in furthering the FCC’s mission on behalf of consumers.
73
211976
Fraudulent claims reported to collections agency
4/1/20151:26:53 PMInternetAtlantaGeorgia30312ClosedNo
I noticed on a recent credit report that 11 COMCAST has reported an account in collections from 2012. I have tried on multiple occasions to reach the Comcast Collections department but in turn I have been hung up on, told that the rep was unable to transfer me, given incorrect numbers and that they are unable to retrieve records from 2012. I have tried to work with Comcast on this matter but I am unable to get an explanation of the charges they say I owe them. This situation makes it impossible to understand what I am being charged for and gives the impression that these charges are invalid.
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Follow-up message by FCC on 4/3/2015 2:19:18 PM:
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice.
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov.
74
243998
Comcast using a Data Cap to take however much money they like
4/19/201510:49:13 PMInternetAtlantaGeorgia30097ClosedNo
Comcast gave me and my family a data cap of 300GB. They have since billed me on a metered basis. When requested to provide an accessible meter, like any electric or water or even telephone company, they declined to do so. When requested to even show their meter, they declined to do so.
Today they claimed that, despite our having been out of the country for ten days, we are using more than three times our monthly rate. They have declined to provide proof, daily usage, usage by protocol or anything else.
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Follow-up message by FCC on 4/20/2015 6:36:22 PM:
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice.
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov.
75
265755
Comcast Data Cap
4/30/20158:50:19 AMInternetAtlantaGeorgia30339ClosedNo
I have been using Comcast for Internet for about 10 months at my current location while using my personal router and modem. In those 10 months I have gone over my 300GB data cap about 6 times. 3 of these times I was out of town for a significant portion of the month. The only activities that take up internet bandwidth is streaming (Netflix/HBOGo), basic internet surfing, and about 4 hours cumulative of online gaming. One day I got a 90% usage notification an 100% usage warning within 4 hours of each other when nothing was connected to the router.
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Follow-up message by FCC on 4/30/2015 1:25:07 PM:
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice.
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov.
76
230907
Speed of service
4/11/20158:30:03 PMInternetAtlantaGeorgia30319ClosedNo
I am pay for a 50mbps package, along with cable, however I regularly only see speeds of 12mbps. I have called several times to address this with no resolution. I have also had their service technician out several times to replace the equipment, this didn't resolve the issue either and they attempted to charge me for the inconvenience.
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Follow-up message by FCC on 4/15/2015 11:59:29 AM:
Request #230911 "Billing inconsistencies" was closed and merged into this request. Last comment in request #230911:
During my time with Comcast (roughly 18 months) my bill has varied greatly from month to month with little notification. I have had to call each time in order to figure out why my bill has changed and I end up spending more time than I would care to trying to get my bill back to the rate that I was paying. If I could, I would gladly charge Comcast an hourly rate for the time that I spend dealing with them on the phone.
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Follow-up message by FCC on 4/15/2015 2:15:21 PM:
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice.
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov.
77
231273
Comcast's Monopolistic Practices and Data Capping
4/12/20153:22:03 PMInternetAtlantaGeorgia30315ClosedNo
In light of the vote by the FCC to protect a free and open internet I would like to file a complaint about Comcast's use of internet usage caps in the Atlanta market.
The current caps are set at a lower level than should be realistically acceptable in today's world of high-quality video streaming and cloud-based computing+storage.
Furthermore, the current caps set by Comcast vary from market to market. Atlanta customers are paying the exact same price for capped data than customers in markets with unlimited data. We should not get markedly poorer service for identical costs.
While I understand the need to have rules to deter serial bandwidth abusers, I feel that the current caps in the Atlanta market are in place due to a virtual monopoly. This observation is backed up by Comcast's sudden announcement of unlimited, uncapped 2gps fiber service coming soon to Atlanta, which would never have happened had Google Fiber not announced its far more competitive plans there in the future. Obviously if Comcast can offer uncapped 2Gps service to an estimated 18MM users, it is not nearly so strained for bandwidth that it must cap users at 300GB/mo. The cap is only viable due to their current monopoly.
I am an ordinary consumer and not a business. However, I do two commonplace activities that shoot me far above Comcast's 300GB/mo cap:
1) I stream Netflix TV shows a few days a week
2) I use cloud-based backup services for my computer
Backing up your computer is an absolute necessity. However, my laptop has a 1TB hard drive, so I end up needing to upload nearly 400GB just to back up my personal photos, videos, and documents - some of the most important things in my life.
Data caps are anti-competition, are counter to our country's values about a free and open internet, are inflicted on users who initially signed contracts offering uncapped services, and are set at an unreasonably low bar.
Please investigate Comcast's use of data caps in Atlanta and move to prevent these anti-consumer actions.
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Follow-up message by FCC on 4/16/2015 11:49:01 AM:
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice.
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov.
78
231292
Comcast data cap "trials"
4/12/20153:45:26 PMInternetAtlantaGeorgia30316ClosedNo
This is not acceptable. Comcast is running 300gb data cap "trials" in Atlanta- one of the cities where it has a virtual monopoly. This is not enough data for anyone who does a normal amount of web activity. Plus we are paying the same as other cities that are not subject to the data cap. Please see to it that this is addressed.
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Follow-up message by FCC on 4/16/2015 12:08:44 PM:
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice.
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov
79
231377
Comcast billing problem
4/12/20156:18:10 PMInternetAtlantaGeorgia30308ClosedNo
On December 20, 2014, I realized my introductory year on my Comcast Internet plan would end in January 2015. I decided to call Comcast to discuss options for the upcoming year of 2015 for my Internet service. I webchatted with Hittesh, the customer service representative. This is the copied part of our webchat that clarifies our agreement (screenshot attached): “, I have checked for you and I am not getting anything lower then your current package price with same package internet plus. However I can give you same package of $ 39.99 for next 12 months from today onwards. It will stay same till next year 12/20/2015. How this sound?” We agreed to these terms, and he assured me this would be included on my account.
Then, I received my bill in January 2015 in the amount of $62.59. The monthy bill should have been the same as in 2014, which was $52.65. (There are changes for a modem lease and tax on top of the aforementioned $39.99 package price.)
On February 2, I spoke with a few personnel to clear up the issue. I had the screen shot (attached) as evidence of the agreement Hittesh and I had reached, so I thought it was a simple mistake in the system. The personnel went on to tell me that it was a mistake on the part of customer service and could not be allowed by the billing department, that the $62.59 bill was the lowest they could offer me. They routed me to a few people in different departments and even told me I needed to call customer service and “renegotiate” the terms with them (which they also conflictingly told me would be impossible to “enforce” in billing regardless). The people I spoke with include Alexandra (AD4) and Javier Cavalie in the billing department (direct line at 954.534.7151). Javier assured me he would resolve the issue and get back with me, telling me I could call him directly. He then went on to ignore my phone messages and never got back in touch. This is one of the worst customer service experiences I have had, but of course there are few options for Internet service.
My compliant is that even with documentation (attached) of an agreement between customer service and a customer, Comcast does not uphold their own self-made commitment. Please let me know if there is anything that can be done.
Many thanks,
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Follow-up message by FCC on 4/13/2015 11:45:53 AM: (b) (6)
(b) (6)
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice.
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov.
80
252681
Comcast Needs Competition
4/23/20152:26:10 PMInternetAtlantaGeorgia30315ClosedNo
On three occasions, Comcast has billed me incorrectly. In each occassion, the company's customer service department did not provide a solution and refused to admit error. Only when I filed a complaint with the Better Business Bureau did Comcast respond to their billing error. The lack of competition in the internet service market enabled Comcast to provide horrible customer service and inflated high speed internet rates.
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Follow-up message by FCC on 4/24/2015 9:58:56 AM:
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice.
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov.
81
268101
Comcast services/billing issues
5/1/201510:00:59 AMInternetAtlantaGeorgia30316SolvedNo
I have Comcast Triple Play bundled services, at a cost of $240/month. This month I received notice 5
days from the end of this month (April) that I had used 90% of my allotted cap, and had 30GBs
remaining. I then got notice 3 days later that I had used an additional 89GBS. When I got the first
notice, I became very aware of my usage, which to me had not really been extraordinary this
month..other than watching more Netflix than usual after having dental work...but I was also out of
town for 4 days. I looked back at the last 3 months and had used 129,139 and 164 GBs during those
months. So this is very strange and suspicious to me. I posted questions about this to my
neighborhood email group, and many people said this has happened to them as well. I won't be
charged for the overage this time, but I really don't want this to happen again...and there is no other
good choice for service.
82
269066Incorrect Bill5/1/20153:43:37 PMInternetAtlantaGeorgia30317SolvedNo
I paid my bill as of 044/15/2015 online. The bill states that the amount due is 26.99. So i paid 26.99.
the next day I check my balance. It states my balance is $0.00. Now I am being charged for not
paying my bill in full. Due to the fact that this happen last month I took screen shots of each step of
this process. If you need this information please feel free to contact me.
When I did contact Comcast they tell me that it is my fault. They tell me its my fault because I do not
receive paper bill. They told me because I choose not to receive paper bills the bill is not generated
properly. They told me my internet bill will never be generated propely. So because I want to use
paperless billing and save trees I am being punished.
I need my bill fixed. I need to people at Comcast to work with me. There is obviously a glarying hole
in their system and they dont care.
I need to not be treated like I'm scum because I choose to save trees.
These two people made me feel like its my fault for doing what the bill on the internet say to pay.
83
273420
Legality of data caps
5/5/201511:58:26 AMInternetAtlantaGeorgia30315ClosedNo
Comcast has imposed an arbitrary "data cap" on my account merely because I live in Atlanta, GA.
These "caps" are not in place in the majority of other markets. Comcast was the only broadband
provider available at my address, otherwise I would have chosen a different ISP. This monopolistic
behavior must not be tolerated.
84
278509Data caps5/7/20152:55:45 PMInternetAtlantaGeorgia30363OpenNo
These data caps on Comcast are becoming a burden. In the age of steaming, working from home
and Internet gaming - we are at a place where data caps can become costly fast for just casually
using Internet. For example Comcast has a 300gb cap. Netflix happened to release an array of shoes
while my roommate was watching his shows on Hulu on his computer and the other roommate was
studying for his gmat with you tube videos. This happens almost daily and puts us around 700gb+!
Now that totals to almost $100 in overage charges and the base we pay for TV and Internet is only
$80! That's insane! We use Internet as a form of communication and as such that's the equivalent
here of buying cable TV but they limit you to 40 hours of TV time a month. It's insane, I know that it's
not because of infrastructure issues because they've not been enforcing this cap for years and
recently implemented it a year ago! We are still getting similar unreliable speeds but now we're being
charged more. I really am hoping for the FCC to take a stand here and really ban the use of datacaps
on home broadband internet! On top of that prevent the collusion of ISPs in order to generate
competition!
85
279656
Comcast Added Service After I Declined It
5/8/20158:47:45 AMInternetAtlantaGeorgia30345SolvedNo
Shortly after getting Comcast's Xfinity internet service, they called me offering faster speeds for an
additional $10/month. I declined the service. Several months later when reviewing my cable bills, I
noticed the service had been added to my account and I was being charged the additional fees.
I've called Comcast to demand a refund. They noted my complaint and said they would review it in
24-48 hours. I had no other recourse to get my money back than to wait 2 days and call back.
86
288771
Comcast Misled With Overage Policy
5/13/20157:55:53 PMInternetAtlantaGeorgia30317OpenNo
Last year Comcast implemented a new billing scheme where they cap monthly internet usage at 300
gigabytes. Once the 300 gigabytes is reached Comcast charges $10 for each additional 50 gigabytes
used. Per year, each customer is allowed 3 months where the 300 gigabyte threshold may be
surpassed without penalty. I spoke with a Comcast representative last year who informed me that
after 1 calendar year from my last free overage month, my 3 free months would reset. However, this
did not occur and I am now told that my 3 free months, that should reset each year, will never return. I
spoke with a Comcast rep last week that apologized on behalf of the company and said the policy
was misleading and that in fact if you exhaust your 3 overage months and then go over 300 gigabytes
the following month, it will not reset. However, this information is not to be found anywhere in
Comcast's overage policy and was not presented as such when I spoke at length with representatives
a year ago. This is a poor and misleading practice. The only remedy is for Comcast to honor their
policy as presented on their website and reset the 3 courtesy overage months. Thank you.
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Follow-up message on 6/10/2015 10:35:40 AM:
They called me 2 or 3 times, I called them twice with measages and they haven't called in over two
weeks. So issue is still unresolved. I will try and reach them again this week.
Thank you!
Sent from my iPhone. Please excuse my brevity.
87
293512
Cable service and telephone connect not complete
5/16/20154:29:33 PMInternetAtlantaGeorgia30311SolvedYes
Several times there have been FCC complaints about cable service in my home. Continuously cable
is cut off, sound going down, and pictures going off in the middle of programs. My mother receive a
telephone call about telephone service for $15.00 a month. The service person came out on Monday,
May 11, 2015 to service the telephones, but he only worked on one telephone and there were no
connections to the other two telephones. He said, "he would be back on Thursday, May 14, 2015,"
but never came back nor on Friday, May 15. My mother called Comcast to ask about when the
person was coming back to our home to fix what was messed up. My mother and Comcast/Xfinity
agreed on Wednesday, May 20, 2015. After the last complaint to you we received a telephone call
and a letter from Mrs. S. Clopton, Executive Escalation Specialist at 770-559-7128, (January 10,
2015), given a $39.00 credit, but the cable is still blinking in and out, cutting off, Emergency
Broadcast System for weekly and monthly going off several times in the middle of the night, sound
going down, (during the news broadcast in the morning and evening), and completely out. I am a
little tired of this company and their service. The last complaint was 76049.
88
297104
Comcast data cap
5/19/20151:51:11 PMInternetAtlantaGeorgia30305SolvedNo
Hello,
I'm here to file a complaint due to the 350GB data cap Comcast has enforced in Atlanta Georgia. With
a $10 overage charge for every 50GB used after. Due to the cap I've had to limit using internet
streaming services. I've discontinued my accounts with Netflix, WWE Network, Hulu, and also
Crunchy Roll. With all services offering HD contact having a cap of that size is ludicrous. I would like
to see the cap discontinued.
89
303412
Comcast Won't Cancel My Service
5/22/20151:09:51 PMInternetAtlantaGeorgia30318SolvedNo
I called in late April 2015 to have my service end on May 2, 2015. The customer service
representative confirmed to me that it would be cancelled, but I was still being charged.
I called again on May 22, 2015 after I received another bill. I was redirected multiple times, only to be
abruptly hung up.
Comcast continues to charge me for service and will not let me end it, even though I no longer reside
at the service address.
90
304450Data Caps5/23/201512:05:55 AMInternetAtlantaGeorgia30318OpenNo
It is unnecessary and ridiculous to put an artificial cap on wired internet usage. I am not allowed to
freely consume data without worrying about whether it will impact my "data usage" which is simply an
artificial limit placed on a service that never had any limits. Providing additional GB of data costs
cents on the dollar and I am being charge $10 every time I over step my bounds and only get 50 GB
for that $10. Additionally, I do not get a credit on my bill for data under 300 GB per month. If data is so
scarce why not roll over or actually credit us for unused precious data.
It is theft to charge for an increment that is not used wholly. There is no money back for using less
than the additional 50 GB provided. The logic is not there.
The only thing this is used for is to create artificial scarcity and higher revenue for cable companies. It
is so infuriating that these companies dictate how much data I can consume. "Land of the free" more
like "Land of the FEE".
Something needs to be done about cable companies fucking over regular americans. I am glad Tom
Wheerler is taking a stand, but data caps are ridiculous, especially in a world where data
consumption is only growing.
Companies want to condition user to paying for data just like they did with cell phones. Please dont
let US consumers get screwed by these companies' greed.
91
305137
Comcast disconnecting service before due date
5/23/201511:34:43 PMInternetAtlantaGeorgia30324OpenNo
Comcast sent a written communication stating that my bill was due on March 25. I planned to pay on
March 25. When I got up that morning, my internet, television and phone line were disconnected. I
called, but was on hold for an inordinate amount of time. I then chose the phone payment option by
check because I was afraid my clients would call and get a "disconnected" message and I would lose
my customers. When I paid the check by phone, I was forced to indicate that I accepted that I would
pay a disconnection fee of an unstated amount. I do not believe my service should have been
disconnected because "due on March 25" meant I could pay on that day.
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Follow-up message on 6/12/2015 10:54:32 AM:
Hi, I am having a very difficult time speaking directly to anyone from Comcast. Their representative
called me on June 4. I called on June 8 and left a detailed voicemail. She called again on the 7th. I
couldn’t pick up the phone because I was driving and called right back. Voicemail again and I left a
detailed message. She sent an email saying they were following up. She called again on June 9th. I
tried to call right back and got voicemail again. Left another detailed message. Same thing again on
yesterday, June 11th. I immediately called back and got voicemail and left a detailed message. Then
they had a computer call me saying to indicate that I wanted to discuss my bill. It is an unfair
expectation that I can immediately pick up the phone when they call. When I am not able to do this I
lose my opportunity to talk about the problem because the calls all go to voicemail. Discussing my bill
is not my problem. My problem as described in the complaint is that they disconnected my service on
the day the bill was due per their written communication to me. They forced me to pay a reconnect
fee and increased my monthly rate. Their behavior is for the purpose of creating the illusion that they
are helping. I don’t think they intend to do anything but steal my money and hope you will not notice.
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Follow-up message on 6/12/2015 11:24:11 AM:
Comcast just disconnected my service again 10 minutes ago and when I called said no payment is
due and now the service is on again.
(b) (6)
(b) (6)
92
305982
comcast data cap
5/25/20153:34:56 PMInternetAtlantaGeorgia30309OpenNo
300gb data cap is not reasonable. Over the years, we've only seen changes to home broadband
which hurts consumers. As we increasingly become more digital (think 4k streaming, live tv
streaming, on demand service, digital purchases of movies and games, working from home), we
require more bandwidth. With all these on demand services, I've been hitting the 300gb limit within a
week or two! There were times where I had to decline purchasing a digital game because I did not
have enough data remaining (unless I pay for overages of course). This is price gouging at its worst
and it's only hurt consumers, and in some ways the economy. This has to stop.
93
307799Comcast5/26/20154:29:57 PMInternetAtlantaGeorgia30318SolvedNo
Cannot contact Xfinity customer service to resolve billing problems. When I call their customer
service phone number I am disconnected after it says it is "transferring me to an agent". I have been
calling all day after they disconnected my internet service for non payment when I'm enrolled in an
auto-pay program with them.
94
308171
Unbelievable Treatment
5/26/20156:40:25 PMInternetAtlantaGeorgia30310SolvedNo
I am getting overcharged with comcast / xfinity. I had cable, internet, phone with them at one point
thinking that it was as great customer service company because there service was always great. I
have my service for about six months and kept noticing that the bill was changing and that it was
never caught up. They would tell me that my services were about to get interrupted by mail. Then
other times I would just be turned off in the middle of the day. I was on the phone almost every week
with a issue with comcast. I would call and get hung up on my the employees ALL THE TIME. I would
ask to speak to someone in charge and I would be hung up on as they were acting as if it was a tech
problem but I would call weeks apart and the same thing. I would call back and call back until I got
someone. Sometimes being on hold for 45 mins only to be hung up on and would have to call back.
One day i spent my ENTIRE evening trying to call them. I would tell them that they were overcharging
me. They would talk down to me and try to get smart with me and tell me to get money and pay them.
They would say on occasions that it doesn't matter because I was going to have to pay it anyway
because they would only take money off my next bill if they admitted they were at fault. I then decided
to down grade to just internet and deal with Netflix and Apple TV rather than deal with them. The day
I was getting my down grades I found out for the past 6 months that I was getting charged for like 4
services I wasn't even getting and all they did was drop the amount that they charged forgetting that I
was telling them and they were failing to listen. That they wouldn't take my calls and would hang up
on me.
Now I am on my last straw. I was on my computer this morning to see that the internet had went out. I
knew I had to pay the internet today and had just got the money to pay them the night before i went to
the bank to put in the money and looked at my bill at work to see that I was owing them double the
amount than usual. Last month my services just STOPPED working and I called there tech line and
they couldn't fix the problem for me. So they told me that they would send someone out to my house
to fix my problem. The guy came over to my house to check my lines out the when I pulled in the
driveway the guy was nice and said, "Did you set this up like this." I told him no, that the guy who
installed my cable did it. He said it was all jacked up and wrong. He went to his car and put a new end
on my cable line. I told him I was glad that he came and fixed the problem. Ever since then I haven't
had any problems with my service. Now I understand why it would go in and out when it would storm
at my house. It was a messed up line that they installed wrong. I got cut off this morning to see that
my bill was double. It was double because they charged me a hidden fee of $70 that was NEVER,
NEVER, EVER discussed for the tech coming out. I have been on the phone with comcast hold
message with the symphony and the guitar since 4:16 and I have been hung up on, told to just pay it
cause talking to billing isn't going to do anything about this pass due balance. Got hung up on billing
and customer service reps 5 times already. I am still on hold and each call has been at least a 20-45
min hold each time you get transferred. They do not care about me or how about there employees
treat me.
95
312746
Denial of Comcast Business (Phone and internet) Service to my dental practice
5/28/201510:35:40 PMInternetAtlantaGeorgia30324SolvedNo
I am attempting to meet the Federal Mandate for Electronic Health Records (EHR). The latest and
most innovative EHR programs are Internet Cloud based. I am currently with ATT-DSL as this is the
only service available. ATT DSL does not provide sufficient Upload and Download speed for this EHR
project. Comcast Broadband Business has steadfastly refused to provide my practice service, unless
I can get a certain unknown percentage of my office complex to sign up as well. They are leaving the
sales job to me, rather than their own sales team. It is my belief that Comcast is "cherry picking" the
easiest and most profitable customers and leaving me out in the cold. I don't believe this is consistent
with their contract with the City of Atlanta, which I believe prohibits such "cherry picking". I wish to
have Comcast Broadband Business Internet and Phone service. I am being discriminated against and
it is wrong. I need the help of the FCC.
Thank you for your kind consideration of my dilemma.
Baxter T. Bender, DDS
404-846-0422
benderdentalassociates@gmail.com
96
311725
Comcast's Terrible Service - How are they still in business?
5/28/20152:46:47 PMInternetAtlantaGeorgia30309SolvedNo
Today, 5/28/15, is the 6th time we've called Comcast regarding install of internet in my new home.
What is worst of all is that I originally called on 5/12/15 to ensure proper connection and avoid
disruption in my service. I was told it would be an easy switch that we'd be able to self install and
there wouldn't be any problems. Definitely not the case. Internet didn't work as soon as we got to our
house. It's been 7 days since I moved in and I still don't have internet, but more than that - I have not
heard truth from ANY of the company's representatives - even supervisors. When you call them, it
says, "We make it easy for you to move to your new home. With convenient date selections to have a
professional come to your home on the same day." Such lies.
The first time we called, we were told it is that our modem is no longer supported so we had to go out
to buy a new modem, only to find that our internet STILL did NOT work.
Since then, we've had 3 appointments set up for a dispatcher to come to our home; 1 of the
appointments/calls, they apparently have no record of and 2 were no-shows. Thus far, we've spoken
to 2 supervisors; one of which even gave us his personal phone # to ensure "we are taken care of
and treated properly" and that a tech would show up. Still no show.
Was about to post a bad review/note on Facebook to see if it would catch their attention, only to find
negative posts on the ENTIRE page regarding Comcast's Customer Service. How is this okay? How
can a company see no value in providing even the most basic level of customer service to their
paying customers? In a world where endless options are available, it seems Comcast can only get
away with this because there is almost a monopoly in the cable/internet industry with only 2 providers
available.
FCC - Comcast needs to be reprimanded and held to a higher standard of customer service. They
cannot continue to get away with this.
I just canceled my service.
97
313949
they are forcing me for my bank account information by suspending my services for no reason (I also feel like they are committing corporate theft).
5/29/20153:56:01 PMInternetAtlantaGeorgia30314SolvedNo
On several occasions the Atlanta Regional office (along with the Corporate offices) have scammed
me by saying the I owe them money that I don't owe. In fact, disconnecting my services as of (05-29-
15) and forcing me to give them a postdated payment from my checking account. However, I don't
owe them any money
In the event that later Comcast is involved in a billion dollar class action suit the business executives
will get the money, but what about me the customer that they haven't taken money from, forced
payment, and disconnected my services for no reason.
I expect the FCC to address this issue now before it gets to class action because as a consumer I am
sure I will never see a dime of the class action settlement.
This has been a repeat pattern with Comcast of cutting me off for no reason and demanding payment
before services will be restored. I am a student, work from home, and a rapper that utilizes the
internet daily. By suspending me they are forcing me to make a payment of monies that I don't owe.
Respectfully,
(b) (6)
98
315173
Comcast discontinuation of service issue
5/30/20153:27:41 PMInternetAtlantaGeorgia30312OpenNo
Prior tenant for my new apartment failed to discontinue his Comcast service associated with my
address. Proof of residency was provided to Comcast, however I have been blocked from obtaining
internet service due to their refusal to supplant the prior tenant's account associated with my address
with mine. Thusfar, repeated promises have been made that the issue has been resolved; however,
after two weeks the issue has not been fixed. This has precluded me from obtaining internet, phone,
and/or cable for my residence due to willful negligence by Comcast in resolving this issue. I need
them to simply change the service account for my address to my name. No less than seven
phonecalls, 4 emails, and one visit to a brick and mortar have been made by me over the past two
weeks to no avail. The prior tenant can not be reached by either the apartment complex or Comcast;
however apartment management has confirmed the change in residency and that no equipment from
the prior tenant remains in the apartment and had notified Comcast of such. Please contact me for
any additional information or documentation so that we may get the issue resolved. Thank you.
99
317945
Comcast customer service
6/1/20159:32:46 PMInternetAtlantaGeorgia30329ClosedNo
I recently upgraded my internet speed to" up to" 100 mbs. I paid 10 additional dollars per month for this privilege. My intent/cable TV bill averages ~ 140.00 per month. Service became so spotty and slow that it became almost useless. Made multiple calls to tech support, replaced my wireless access point with a new one. Ultimately Comcast came out to my apartment complex, fixed the problem and charged me 70.00 to come out.
I called tonight to inquire as to why. I called at 6:43 PM, and was offered the option for someone to call me back in 5-7 mins rather than stay on hold. I chose this option. When there was no call, I called back at 7:08. I stayed on hold until 7:15 PM, when they called me back. I stayed on hold another 7 minutes until 7:22. I voiced my displease and asked to speak to a supervisor and was denied this opportunity. I was told I was responsible for the bill because it was my problem. I asked why it was my problem when it was their damn equipment and was chastised for using foul language. I never got to speak to a supervisor, and was told she was in Florida and could't assist me.
I sent an email to corporate, but based on their lack of customer service, I doubt I will receive a response. Google internet can't get here fast enough. This monopoly is awful. They don't care. There needs to be competition and they need to be forced to provide the service that I am forced to pay high rates for. AT&T can't compete with their speed. They know they are the only real game in town. Therefore they are unresponsive.
I expect relief. I shouldn't have to pay 70.00 for them to repair their system. Let alone the poor customer service and the waste of my time. Unbelievable.
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Follow-up message by FCC on 6/2/2015 2:14:55 PM:
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice.
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov.
100
318301Comcast6/2/201510:06:22 AMInternetAtlantaGeorgia30315ClosedNo
Horrible customer service and I have been chasing a refund check since January. Internet keeps going slow, call and then it Starts to go Off. Call times are excess of an hour, just to be disconnected. Awful without many Options to choose from.... This is Ridiculous that the market is cornered as such.
- - - - - - - - - - - - - - - - - - - - -
Follow-up message by FCC on 6/3/2015 6:15:28 AM:
This constitutes a notice of informal complaint filed with the FCC against your company. Your response to the consumer (with a copy to the FCC) is due no later than 30 days from the date of this notice.
For more information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.
If you have any questions regarding this notice, please contact the FCC at carriersupport@fcc.gov.
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