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 →
For the past couple of months, every time a new recorded phone call surfaced showing Comcast delivering poor customer service, the company’s response has been pretty much the same: We apologize to the customer for this poor experience and this is not representative of our customer service as a whole. However, once you get enough examples of this kind of service, it’s clear that this is actually representative of what Comcast customers often experience when they try to get their problems solved. And it just so happens that a reader has sent us a recording of yet another bad Comcast customer service experience, which we have uploaded onto SoundCloud for your listening displeasure.
Hey, you know how you hate Comcast but are sticking with it because you literally have no other option when it comes to broadband services that deliver downloads at a rate faster than 6Mbps? Well, Comcast thinks you’re crazy because you have plenty of options for home broadband in your neighborhood, including your wireless carrier, your municipal fiber network and Google Fiber. No, I am not making this up. More →
The Comcast-TWC merger is about as popular among the American public as Islamic State militants, Justin Bieber’s drunken driving and the Ebola virus — that is to say, it’s really not that popular at all. Nonetheless, the merger stands a good chance of passing for two key reasons: Comcast doesn’t care what the public thinks and the government doesn’t care what the public thinks. More →
Why did Netflix decide to cave in and pay Comcast for a better direct connection to its network? Because apparently slow Netflix streaming on Comcast was costing the company customers. CNN reports that Netflix this week explained to the Federal Communications Commission that the quality of Netflix streams on Comcast had become so poor that the company had no choice but to pay up for a better connection. More →
Does misery have a time signature? That’s what open-Internet advocacy group Public Knowledge is trying to find out with a new contest that asks participants to take audio recordings from various nightmarish Comcast customer service calls and mash them up into a remix that will presumably be danceable and catchy. More →
Ever wonder why America’s two biggest cable providers don’t bother competing with one another? Or why you have only one choice for Internet service in your neighborhood? Or why cable prices have been rising at more than triple the rate of inflation? Well, wonder no more. Ars Technica flags some recent filings sent to the Federal Communications Commission sent by Internet service providers CenturyLink and RCN that detail how Comcast works tirelessly to keep them out of its markets and then justifies its actions as a favor to poor people. More →
Verizon isn’t the only Internet service provider that thinks very little of our intelligence. Ars Technica has found that Comcast has admitted to the state regulators in New York that it levels penalties against some customers in select areas who use up more than an allotted amount of data per month… but it insists that these plans do not constitute data caps. More →
We’ve known for a while now that Comcast’s customer service is incredibly bad, but we never imagined that it could be potentially lethal… until now. Two new stories have just cropped up that show how Comcast’s subpar service might not just be headache-inducing but potentially life-threatening as well. More →