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The most brutal Comcast call yet: Customer gets shuffled through 6 reps, issue remains unfixed

Updated Aug 20th, 2014 3:36PM EDT
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If you thought Ryan Block had a rough time with Comcast customer service then you haven’t seen anything yet. Taking an example from others who have recorded their terrible Comcast customer service experiences and posted them on the Internet, YouTube user Douglas A. Dixon has posted a customer service call that lasted a brutal one-and-a-half hours in which he was shuffled through a whopping six different customer service representatives, none of whom knew how to solve his problem.

FROM EARLIER: Comcast customer tries to cancel service, gets put on hold for over 3 hours until office closes

Dixon, who posted about his experience on Reddit, simply wanted to find out why his Internet service was still only capable of reaching a top speed of 50Mbps even though Comcast sent him a notification telling him that it had increased his speed up to 105Mbps.

Along the way, the six reps he spoke with told him wildly contradictory things about the status of his supposed service upgrade: One said that he was indeed supposed to get a speed increase but was not able to fix it, while another said that Dixon “misunderstood” the email telling him that his service had been upgraded and told him he’d have to pay more to get the 105Mbps service. Another rep told Dixon that the problem had been fixed, but upon checking it out for himself, he found that he was still getting the slower tier. Another one accused Dixon of “threatening” her once Dixon revealed that he’s recording the phone call.

The entire, horrible experience took up 90 minutes of Dixon’s life and he still never got his questions answered or his problem fixed. This is truly Comcastic.

You can listen to the entire painful ordeal below if you have the stomach for it.

Brad Reed
Brad Reed Staff Writer

Brad Reed has written about technology for over eight years at and Network World. Prior to that, he wrote freelance stories for political publications such as AlterNet and the American Prospect. He has a Master's Degree in Business and Economics Journalism from Boston University.


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