Do you want your home broadband services to have strict data caps like the ones on your mobile data plans? Of course you don’t! But that isn’t stopping Comcast and Time Warner Cable from pushing them anyway. More →
Is Comcast really making an effort to improve its customer service? Given how its recent push to improve its image has coincided with its efforts to merge with Time Warner Cable, we remain skeptical. That said, it looks like the company is taking some steps to fix one of the absolute worst aspects of its customer service: Waiting around for cable technicians who may or may not show up on time. More →
Although Comcast has been pledging for a while now to fix its legendarily awful customer service, little seems to have changed so far because nightmare stories of dealing with the company keep popping up on a regular basis. Two more such lurid tales have come to our attention this week that involve Comcast customers who have been doggedly trying to fight bogus fees that together total more than $3,000. More →
Just like how Annie Wilkes felt about Paul Sheldon in Stephen King’s Misery, Comcast says it’s net neutrality’s No. 1 fan. In a blog post written on Comcast’s website Tuesday, Comcast executive vice president David L. Cohen insisted that his company was the best friend that net neutrality has ever had, despite the fact that the company got into hot water for throttling P2P traffic last decade in a case where we found out that Comcast was actively targeting specific protocols such as BitTorrent for throttling. More →
If you’re a Comcast customer, you may have noticed that you couldn’t watch some of your favorite shows at a couple of different points this week. And you weren’t alone — Consumerist reports that Comcast TV outages were widespread this week and that the company has issued a formal apology for the service disruptions, which were apparently so bad that many customers couldn’t get through to Comcast’s customer service lines to complain because they were being flooded with so many calls.
Surprise: Comcast isn’t overly enthusiastic about HBO’s plan to offer a standalone streaming service that will appeal to cord cutters. Barron’s notes that during an earnings call this week, Comcast EVP and NBC CEO Steve Burke was asked for his take on HBO’s decision to offer a standalone streaming option starting next year. As you might expect, Burke downplayed its significance and even suggested that HBO might come to regret breaking itself away from the bundle in the future. More →
An entire city tells Comcast it’s not wanted thanks to ‘deplorable and substandard’ customer service
Comcast’s awful customer service has rightly become the stuff of legends and now one city in Massachusetts is telling the company that it wants nothing to do with the cable giant’s unique blend of wallet-incinerating prices and customer service agents who would make Kafka novel bureaucrats blush. More →
Earlier this week, we tipped our hat in awe at Comcast’s ability to deliver customer service that was so bad that it literally ended up ruining a man’s career. Now, Comcast has come out and publicly apologized to the man for the trouble he’s gone through, although the company insists that no one at Comcast told his employer he should be fired. More →
How much worse can Comcast’s customer service possibly get? Unless Comcast execs start engaging in ritual customer sacrifices to appease the demon lord Ba’al’s thirst for human blood, we can’t imagine it getting much worse than this. Consumerist brings us the remarkable tale of a man whose efforts to get Comcast to wipe erroneous charges from his bills actually got him fired from his job. More →
Once a day or so, I get propaganda messages from a pro-cable company advocacy group called NetCompetition that tries to convince me that I should absolutely love my incumbent ISP and fear anything that could possibly give it real competition, including both government-funded municipal broadband networks and privately funded broadband networks such as Google Fiber. More →
Outspoken cable subscribers aren’t the only ones objecting to the merger of Time Warner Cable and Comcast; Consumer advocates are as well. Not only that, but the FCC and Antitrust Division of the Department of Justice are covering every inch of this possible merger that will lead both companies’ future into a possible juggernaut.
Comcast knows that its customer service reputation is terrible — the question is whether it actually cares. With its proposed merger with Time Warner Cable up for regulatory review, Comcast certainly wants to at least give off the impression that it’s working night and day to make things better. DSLReports flags a new blog post from Comcast Cable president and CEO Neil Smit, who says that Comcast is finally getting around to focussing on improving its customer service with the hire of a new executive named Charlie Herrin, who “has been named SVP, Customer Experience.” What’s really noteworthy, however, are Smit’s explanations for why Comcast’s customer service has been so infamously bad over the years. More →