Sunday, June 5, 2011

Ready, Set, COMCAST FAIL!

So everyone should already know about Comcast's shady business practices, as they've been well documented. (See here, and herehere, oh, there's more that will be added too...)

So, further evidence of Comcast's bait and switch tactics and illegal business practices in action. Comcast has been charging me for the 10mpbs service for the entire month. For the entire month I've been calling in and complaining that my speeds have never reached the promised 20-25mbps they advertise with their new Blast! technology. As a matter of fact, here's the standard benchmark.


The interesting part about this is that the Woodland Park speedtest is a 3rd party non-affiliated location, while the Denver, Colorado location is a Comcast sponsored location. Big differences. I smell fishy business. And that's aside from the fact that they've been charging me for double the bandwidth that they've been allocating me. They had also said that my bandwidth allowance would be 500gb per month, as I often upload 1080p videos to my youtube channels. Nothing on that front. I'm stuck at 250gb, which will mean between my HD netflix streaming and my video uploading for youtube alone, I'm hitting their cap.

Kyle: I am also seeing that I only have ~250gb for data, when my girlfriend was being pitched this whole package deal they told us we'd have 500
Kyle: because we use netflix and I work from home, i often send 1-2GB video files to clients
JunSBBL: I see. It could be a provisioning issue. I suggest that to remedy this issue, I bring you over Internet Support to help you with this issue. Is that ok?
Kyle: sounds good
JunSBBL: Great! Is there anything else you need before I transfer you?
Kyle: nope
JunSBBL: Just a quick recap. You needed info on a credit for your account and was informed of that and now you had to be referred to internet support to fix the data range of your internet service.
JunSBBL: Our goal is to provide you with a consistently superior customer experience – that’s our guarantee. Learn more about the Comcast Customer Guarantee athttp://www.comcast.com/corporate/Customers/CustomerGuarantee.html?fss=customer%20guarantee
JunSBBL: If you need assistance in the future, please do not hesitate to contact us through Live Chat or E-Mail (available 24 hours a day, 7 days a week). Comcast also offers great FAQ and Help forums located at www.Comcast.net to help you solve many issues on your own. You can also reach us through our Hotline 1-800-COMCAST (1-800-266-227. Don't forget, you can watch full TV shows and movies online, check out www.xfinitytv.com for more information. Thank you for contacting Comcast! We appreciate your business!
JunSBBL: It's been a pleasure helping you today. Thank your for contacting Comcast and have a great day.
JunSBBL: Please stay connected to the chat for the next available representative.
JunSBBL: Please wait, while the problem is escalated to another analyst
Kyle: My Issue: 2 reps have offered me a $20 credit due to constant internet outages in the first month, but none have been applied to my bill according to the website.
analyst Kent has entered room
KentBCBU: Welcome to Comcast! I hope your day is going well. How may I help you?
analyst Jun Rolin has left room
analyst Jun Rolin has left room
Kyle: I'm seeing that i'm only being allocated 250gb, when the rep that sold us the package over the phone said it should be 500gb when we upgraded to the 20mb
Kyle: also, whenever I do a speedtest from speedtest.net i'm getting no better than 10mb downspeed
KentBCBU: Is this for your speed issue, right?
Kyle: well, it's in addition to the issue i've been having with the router not seeing the DNS server
KentBCBU: YOu have slow connectivity, issue am I right?
KentBCBU: Are you still there? Please let me know if you are still available.
Kyle: slower than advertised
KentBCBU: I'm sorry to hear about the issue you are having with our service. I'm not going to waste any time here, let's get right to fixing it.
KentBCBU: I understand you are having an issue with your service today. I'm sure we can work together to get this fixed.
KentBCBU: May I know how many PC are you connected to the modem?
Kyle: i apologize, i'm attempting to deal with clients that haven't gotten their services because my internet has been down
KentBCBU: That's alright Kyle.
KentBCBU: May I know how many PC are you connected to the modem?
Kyle: 3
Kyle: but when fully loaded I have a Google TV, 2 Ipod Touches, 3 laptops, and a desktop
Kyle: never in use at the same time
KentBCBU: Okay, thank you for that information
Kyle: but ever when it's just my desktop attached directly to the modem, i'm still getting only 10-12 mb
KentBCBU: May I know if you have tried resetting your wireless router?
Kyle: yes, several times
Kyle: I've requested you guys push the newest firmware to the zoom modem as well, since you guys added a password to the modem so I can't do it myself
KentBCBU: Just to set your expectation, I would be sending a reset command to your cable modem as part of our troubleshooting steps. This may cause a series of slight service disruption. Please dont click on anything until you are back online in a couple of minutes, okay?
Kyle: ok
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KentBCBU: May you please reset your router now?
Kyle: I believe the router just reset
KentBCBU: Please reset it now
Kyle: Ok, I will be right back
KentBCBU: Thank you
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KentBCBU: Thank you Kyle.
KentBCBU: Please check your download speed now in www.speedtest.net
Kyle: seems that every test run by comcast is quite padded
Kyle: i get 2-6mbps on any host that's not a comcast speedtest server
KentBCBU: Okay I can see in your service plan under your account you have, the speed plan of 6Mbps and it may reach up to 12Mbps only if you are using one PC and direct connection to the modem
Kyle: no
Kyle: that is incorrect
Kyle: on the bill we have the Blast! internet with 20mbps powerboost up to 25mbps
Kyle: that's what i just paid for for the last month, and you're telling me I didn't get it?
KentBCBU: Oh I see.
Kyle: now i'm fucking pissed
Kyle: not only has my internet been out, but you guys didn't provision my modem and account properly?
Kyle: but billed me for the higher tier service anyways?
KentBCBU: I can see here you own the modem, right?
KentBCBU: Did you receive a new modem from COmcast?
Kyle: no, i did not
Kyle: but the modem i own is docsis 2.0 which reaches up to 20mbps per spec
KentBCBU: I see, I can see here the modem you use is not supported by Blast speed, you are using Docsis 2.0 modem, for you to have the Blast speed, you may need to have the Docsis 3.0 modem
Kyle: and why wasn't this told to me a month and a half ago?
Kyle: when i transferred service and upgraded the packages
KentBCBU: Im so sorry about that Kyle, I just checked it in your equipment used. Im so sorry about the previous technician was not able to inform you about this
Kyle: My question is why is Comcast marketing me a speed that my current modem can attain, but telling me I have to go buy a new modem to get it
Kyle: send me 20mbps on Docsis 2.0 like the specifications for Docsis 2.0 says, or you guys can take the modem that I bought for this bundle and give me one that reaches your specs because you didn't bother telling me I needed Docsis 3.0
KentBCBU: We can have a modem for you Kyle, you may pick up the Docsis 3.0 modem in our local office in your area
Kyle: and how much of a rental fee per month is that going to charge me?
KentBCBU: It will be 5.00/month
Kyle: because i outright bought a modem 45 days ago and was told that I would only need Docsis 2.0 to receive up to 20mbps
Kyle: that's not acceptable
Kyle: i just bought a modem based off your company's lies, i'm not renting one from you
KentBCBU: Im so sorry about that Kyle, if you like you may have your own Docsis 3.0 modem.
KentBCBU: Please accept my unreserved apologies about this issue that cause you Kyle.
Kyle: i'm seriously about to cancel the entire package and go with qwest who will give me a 25mbit ADSL with 10mb up for the same price you're trying to charge me
Kyle: plus they give me the DSL modem for free
KentBCBU: I can certainly understand your frustration.
Kyle: No, you aren't understanding
Kyle: You're telling me I just wasted $75 (a whole bill to your service) on a modem that doesn't meet your specifications. All because one of your reps gave me the wrong information
Kyle: I work IT, I know that DOCSIS 2 can push 20mbps
Kyle: there's no reason comcast as a service shouldn't be giving me what I pay for
Kyle: And the fact that they billed me for the incorrect speed for the entire month is simply not acceptable either
Kyle: I want to speak to a manager. NOW.
Kyle: **** your deescalation procedures
Kyle: I want someone who can actually do something about this mess that your effing company made
KentBCBU: Im sorry about that Kyle.
Kyle: Stop apologizing and get me escalated to a manager
Kyle: skip the supervisor, i'll tear through them in no time
KentBCBU: Let me check this for you now Kyle.
Kyle: No, there will be no checking. This is the reason that Comcast has been slapped with class action lawsuits for misleading business practices and false advertising
KentBCBU: Would that be fine for you if I will put you on hold at most 2 minutes while I check an available supervisor you.
Kyle: do what you have to
KentBCBU: By the way Kyle, may I know the account holder's name?
Kyle: (2 names redacted), and as long as you guys didn't muck up the address transfer more than I already think you did I should be on the account as authorized
KentBCBU: Thank you Kyle
KentBCBU: Im talking with our manager now about your issue.
KentBCBU: Thank you for waiting. I appreciate your patience. I apologize for the wait being a little longer than expected. I just need another minute or two to get everything that we need to get this resolved and discuss about your concern Kyle.
Kyle: Take your time, just make sure it's done right. Next person I'm calling is the District manager for Retail services for Northern Colorado
Kyle: He'll be checking your work, as I've done a lot of business with him before.
KentBCBU: Thank you so much for your time Kyle
KentBCBU: Thank you very much for patiently waiting. I apologize for it being a little longer than expected.
KentBCBU: Kyle, just incase we will be disconnected, may I know what is your best call back number?
Kyle: (redacted)
KentBCBU: Thank you
KentBCBU: Kyle I have the manager now for you, let me transfer you over to her now
Kyle: if we can add that as the primary contact on the account and move my girlfriend's number to the secondary that'd be great
Kyle: ok
KentBCBU: Please wait, while the problem is escalated to another analyst
Kyle: My Issue: 2 reps have offered me a $20 credit due to constant internet outages in the first month, but none have been applied to my bill according to the website.
analyst Jovelyn has entered room
analyst Kent has left room
analyst Kent has left room
SUPJovelynDCBU: Hello, Kyle. How are you today?
Kyle: Not happy
Kyle: this is the 5th rep i've been transferred to today
Kyle: not counting the phone calls i've been trying to make
SUPJovelynDCBU: I am sorry to hear that. I know where you're coming from. Please allow me to review your previous transcript.
Kyle: someone mucked up the transfer of service from the old address to the new, missed every required legal notification
Kyle: on my blog that clears 10k hits weekly
SUPJovelynDCBU: Thanks for that information, Kyle. I sure will look into that to ensure resolution on your issue.
SUPJovelynDCBU: I appreciate your patience while on hold.
Kyle: Don't worry about it, I just wanted you to know that the outcome of this entire chat will be posted publicly as you guys are clear using illegal business practices and bait and switch tactics
SUPJovelynDCBU: As per checking, you have been having issues with your internet connection.
Kyle: Yes
SUPJovelynDCBU: That's alright. I will make sure this will be fixed within this interaction.
Kyle: It's been up and down all month, never even hit the 10mbps mark when i'm paying for 20 w/ powerboost of 25mbpss
Kyle: the rep tells me that I'm being billed for 25mbps, but 10 was the effective cap all month
SUPJovelynDCBU: I sincerely apologize for that, Kyle. I myself depend on the internet so much that I am sure I will feel the same way if I was the one experiencing this.
SUPJovelynDCBU: I am on your account now. Please give me another minute to check on the previous notes.
Kyle: they're also telling me that the comcast rep that handled the switchover of addresses misinformed me which modem would be required to service the 20mbps
Kyle: the Docsis 2.0 standard supports up to 20mpbs, and working in the IT field and being told by the comcast rep that handled the address transfer that a Docsis 2.0 would be sufficient, I purchased a Docsis 2.0 modem
Kyle: it is now outside the 30-day return policy
SUPJovelynDCBU: I see. Thanks for all these information, Kyle. This will definitely help us fix the problem.
SUPJovelynDCBU: By the way, I checked your account and I can see there was a ticket created for this same issue last June 3.
SUPJovelynDCBU: Just to verify, has there been a technician sent for this?
Kyle: no, there has not, and last June 3rd was at a different location because the initial technicians that did the installation didn't configure the internet at all during the visit, I had to do the entire setup myself
SUPJovelynDCBU: Oh, that is not so good. I know I have been repeating this but I am sorry this has to happen. No worries, I will do everything on my end so to end this issue once and for all.
SUPJovelynDCBU: I performed a health check on your account and it indeed gave me a negative results.
SUPJovelynDCBU: Is the computer directly connected to the modem?
Kyle: no, it is connected via a WirelessN600+ connection, which is rated at up to 50MBPS with ~5ms of latency overhead
Kyle: technically, it should be able to reach 200-300mbps, but that's not real world usage
SUPJovelynDCBU: Ok. Since I am seeing a problem on my end after the health check, I just want to let you know that we might need to send out our dispatch team to have this fixed. Rest assured we are sending out our best technicians to resolve the problem.
SUPJovelynDCBU: Would this work with you?
Kyle: that's not keeping with your promise of solving the problem today
Kyle: the problem stands that you guys have been charging me for 20-25mpbs, and giving me 10mpbs
Kyle: and the fault lies with the fact that your previous representatives failed to issue the proper information
Kyle: or do the health checks like you did to even see there is a problem with the system
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SUPJovelynDCBU: Actually, what we do on our end to resolve the problem is determine what the issue is. Since we have found out that there is indeed a problem with the service (could be with the modem as well), the resolution is to send out a technician. I also checked your account and you have our Blast service which reaches to 20mbps with powerboost.
Kyle: we've already established the fact that the 20-25mpbs service requires a Docsis 3.0 modem, and that your reps had supplied me with the incorrect information which resulted in me going out and buying a docsis 2,0 modem
Kyle: i'm not paying you guys to bring me out a modem and pretending like you guys didn't***** up
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SUPJovelynDCBU: In behalf of the previous representatives, I would like to apologize for causing this, Kyle. What I am doing now is to help resolve this and to avoid having this same problem moving forward.
Kyle: your representatives have cost me $75 out of pocket, and you can see the type of internet experience i'm getting right now
The chat session has been closed
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Kyle: no, it is connected via a WirelessN600+ connection, which is rated at up to 50MBPS with ~5ms of latency overhead
Kyle: technically, it should be able to reach 200-300mbps, but that's not real world usage
SUPJovelynDCBU: Ok. Since I am seeing a problem on my end after the health check, I just want to let you know that we might need to send out our dispatch team to have this fixed. Rest assured we are sending out our best technicians to resolve the problem.
SUPJovelynDCBU: Would this work with you?
Kyle: that's not keeping with your promise of solving the problem today
Kyle: the problem stands that you guys have been charging me for 20-25mpbs, and giving me 10mpbs
Kyle: and the fault lies with the fact that your previous representatives failed to issue the proper information
Kyle: or do the health checks like you did to even see there is a problem with the system
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SUPJovelynDCBU: Actually, what we do on our end to resolve the problem is determine what the issue is. Since we have found out that there is indeed a problem with the service (could be with the modem as well), the resolution is to send out a technician. I also checked your account and you have our Blast service which reaches to 20mbps with powerboost.
Kyle: we've already established the fact that the 20-25mpbs service requires a Docsis 3.0 modem, and that your reps had supplied me with the incorrect information which resulted in me going out and buying a docsis 2,0 modem
Kyle: i'm not paying you guys to bring me out a modem and pretending like you guys didn't***** up
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SUPJovelynDCBU: In behalf of the previous representatives, I would like to apologize for causing this, Kyle. What I am doing now is to help resolve this and to avoid having this same problem moving forward.
Kyle: your representatives have cost me $75 out of pocket, and you can see the type of internet experience i'm getting right now

At this point, the technician reset my modem and entered in the incorrect values, which resulted in my internet going completely offline for 3 hours. When I came back online I got this message.

SUPJovelynDCBU: Since this has been an issue, I strongly recommend sending out a technician to check everything fix from there.
user Kyle has left room
SUPJovelynDCBU: Analyst has closed chat and left the room

Yes I linked them here. Yes I'm gonna trash their service every day until they get their shit fixed.

6 comments:

Dejch said...

good info, thanks

Algorithmic said...

I wish I could get those speeds :(

Radux said...

Having troubles with my provider here too.. that always sucks. Can't wait for that new light-wave cable coming this summer to connect our small town to the world :D

Heather said...

This just about sums up all the terrible stories I've heard about Comcast.

Edit: Give 'em hell!

Anonymous said...

Kyle - I work for Comcast. I can reached out to my local colleagues to get this resolved for you. You can Comcast me, provide your account info and a link to this page if you're interested in my help.

I apologize for the troubles you are experiencing.

Mark Casem
Comcast Corp.
National Customer Operations
We_can_help@cable.comcast.com

randomer said...

I had similar problems when dealing with Comcast when living in Denver. Can't believe how much time was wasted trying to get them to own up to their lies and poor service.

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