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SUMMARY:
If you can't get through for technical support, follow the phone prompts as if you want to be a NEW customer... it works!

DETAILS:
Whatever they've changed as far as getting a technical issue resolved is absolutely terrible. I have the same problem every Spring, when the temperatures change, my upload speeds go to CRAP and they have to adjust the signal and sometimes a tech has to do it in person. Their own tech told me this 3 years ago when I first had the problem. But of course they won't listen to me. The first person (in India or wherever) read from a script and then tried to sell me a "faster internet" package, even though I explained I'm getting 25 Mbps downloads, but the UPLOAD is not working! This doesn't mean I can't upload big files... it means the connection is pretty much unusable (hello!!! uploading is part of the talking back and forth of data packets.... hello?! No uploady no worky!!!). Hung up on her. 2nd try transferred me to "wireless support". Yeah, that's the problem.. MY router. Sigh. I played along. Got disconnected. Even though THEY HAVE MY PHONE NUMBER... Hello! THEY ARE MY PHONE COMPANY, TOO, THEY NEVER CALLED BACK. Unbelievable. So I called again... they were transferring me to "Advanced Support"... this might have worked, but I had to take another very important call (Murphy strikes!) and had to hang up while waiting for them to answer. So, I thought I'd try the "I'm NOT a customer" option. Explained my problem, and they put me through to the person who could schedule an ACTUAL SERVICE CALL. Wow! So, yes, moral of story, if you're an old "valued" customer, you're SCREWED! If they think you're calling to sign up, well... you get some attention. Wow, what a great business model. And I wonder how much "upper management" gets paid to come up with it. If this happens again, or is not resolved after the service call (in TWO Days!), I'm dumping them for DISH or *whatever* else is available.


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