Comcast Cable
Repeated Disconnected Calls and No Way to File Complaint

On 1/21 I called Comcast technical assistance because my internet was not working - again. Comcast has been out twice in the last week to fix. First, I was told that we didn't have a service protection plan so they couldn't send anyone. I do - but had to go and get the bill to prove which meant the second call. I then talked with Davona - after a 30 minute wait I was disconnected. I then talked to Lorna - after another lengthy wait I did get an appointment for someone to come out, Lorna was then to connect me with someone who could fix the phone problem I have (comcast voice) - I was then disconnected. I called back again and spoke with Pedro - who said he had to write me a ticket for someone to call me about the phone problem and then disconnected me. I asked how I could file a complaint and was given a phone number (1-800-944-5228) which turns out to be a "free bahama cruise hotline". I called this morning and spoke with Jeff because I thought I might get help from the billing department - I asked to speak with a supervisor - no one was available (in the 20 or so minutes I was on the call - I was told someone would call me within 24 to 48 hours), Jeff didn't know how I could file a complaint - he said everyone there could take a complaint - I gave him the information, asked for a ticket number - he said I didn't need it but did finally give me one #013737913. He didn't know of an address where I could send a complaint. He referred me to on-line chat. I went to comcast on line chat - connected with Germaima - and asked how I could file a complaint. Germaima gave me a web-site, thanked me for me contact, hoped she/he was helpful. The web-site she gave me is the chat line, the place I was just at talking with Germaima. I don't know what is going on with Comcast - they have no trouble billing, making clear statements that they charge for things like late payments, but do seem to have trouble providing the service I am paying $2400 a year for, and stonewall any attempt to talk with anyone in authority at Comcast who could assist with the service given that the people I can access on line are unresponsive, disconnect, provide false information and say they don't have supervisors available. This is really unacceptable and I can't possibly be the only person who has this experience with this company. In terms of $ amount I don't know what to put, I'm not interested in damages, although if I'm not going to receive a service I shouldn't have to pay for it - what I want is the service I pay for - the internet has been intermittent for two weeks (I work from home) - the tech who came out replaced the modem, but told us that they had done some work down the street and probably just moved the problem on down the line - to my house - a tech came out and worked on the problem outside but the problem isn't fixed. In terms of the phone message to email service - it has never worked, the voice messages are garbled and unreadable - when I asked about this I was told this sometimes happens because of the signal. Comcast makes it very difficult (I'm persistent) to make a complaint or get resolution - it is one excuse after another - but have no difficulty billing or charging late fees if one doesn't pay the service one is not getting. And, no I don't think it is reasonable that I have to spend two hours of my time going through the circus I have gone through last night and this morning with absolutely no resolution of the problem.

Company: Comcast Cable
Country: USA
State: Pennsylvania
City: Philadelphia
ZIP: 19103-2838
Address: One Comcast Center
Phone: 2156651700
Site: comcast.com

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