Comcast
DVR cost and modem rental not disclosed on triple play

I've been a Comcast customer since they purchased TCI cablevision in our area several years ago. We added the high speed internet almost five years ago, and for the most part service has been good. Internet performance slows considerably during peak hours, but I don't think Comcast will do anything about that. We recently added their digital voice (triple play) and are very dissatisfied. The service rep that sold me the digital voice misrepresented the package saying that a DVR was part of the package at no additional cost... Not. When the tech came to install the phone service he gave us no instruction, documentation, verbal communication of how/where to get proper info on services ie. Messaging, call waiting, etc. I had to call customer services. We have had to "reset" the modem for our phone service twice in the first month of use. When I received my bill there was a charge for modem rental that was not explained when signing up for phone services, and the DVR that was supposed to be part of the package cost and additional $16/month.

So, I call Comcast to complain about the DVR cost and they say the only thing I can do is take the box to our local service center and exchange it for a standard unit. Fine, I leave work early to exchange the boxes. I get the new box home and it doesn't work. I call customer service and go through the troubleshooting scenario with the rep. He concludes that the box is bad and I need return it to the service center and exchange it for another unit. This means leaving work early again!

Company: Comcast
Country: USA

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