On at least 4 occasions, lasting more than 5 days, I have had channel outages (from 3 to 6 separate channels per outage.)
From previous experience I have found that usually when a channel or channels mysteriously go OOS (out of service), within a day the outage is cleared up.
The 3rd outage lasted more than 24 hours, so I called Comcast to report the trouble (TR request), and was informed by the CSR (customer service rep) that my channel selection had changed due to "some channels are going digital."
I would, however, be able to "upgrade" to a digital receiver. If I wanted it installed, it would cost the price of a house visit from an "absolutely qualified" Comcast installer (maybe the same one who couldn't get mine working last time, so I just turned it back in) -or - they could send it by mail (Fed-Ex?) for $10 (or $20?) or I could just drive on back to my local office and it would be "free."
After indicating that there was never any indication (by mail or by text-scrolling across the channels) that my channels would no longer be available, I asked whether or not my cable bill was going to be reduced due to the reduction in the number of their channels which I could view.
I was told no, "you can always get a digital cable box, and that will solve the problem."
Needless to say, the next day, the channels were back working. I called Comcast to request the solution (TR resolution) to the previous trouble, and the CSR said, "there was no indication of a network problem in my area." When I indicated that there had been numerous channels OOS, he asked who I had spoken to on the previous day. I had a name but hadn't written down the code (letters and numbers) which come out like so much jibberish in the first 5 seconds after they take you off hold. He couldn't tell me who I'd spoken to, or what I'd reported.
I then requested a call back from an actually qualified supervisor to discuss the TR resolution, and possible restitution (rebate?) of monies, due to continual outages and the exasperating waste of time it is talking to, requesting service from, receiving lies and no satisfaction whatsoever from Comcast CSRs. He said he'd put in the request.
Never got a callback, nothing at all, not even from that or another CSR.
Last night I reported channels OOS to 2 different Comcast CSRs, the first one couldn't tell what type of service Comcast was supposed to be providing me, putting me on hold once for about 5 minutes, and then again after I told her that I didn't use any Comcast provided equipment, she put me on terminal hold (close to 10 minutes.)
I called back AGAIN, and after explaining again everything that had previously happened, the supposed CSR informed me that "there is no trouble; you don't have a digital cable box, so there's no trouble." I reiterated that a number of my channels were missing (at this point I had scanned every channel available and found 6 to be missing) and requested a TR number and a call back from a supervisor and he said, "There is no trouble, there is no TR, " but that he WOULD request a supervisor to call me back.
This morning the channels were working again, and again — NO CALLBACK!
What is a customer supposed to do, other than keep a log with outages, specific dates and channels, specific CSR names and codes and TR times?
Comcast won't take a TR, won't acknowledge when they have troubles or when customers report them, and won't call back to give any explanation at all for their inability to identify, diagnose or even access a remote cable network, nor why they have their CSRs lie to their customers to cover up service outages.
I realize this is a bit of rambling, but OMG, who gives worse customer service than this??? Thanks for the opportunity to present this issue.
0 comments