We have been trying to transfer our Comcast service from our old address to our new home. We had an install appointment on Saturday, 8/16/08, from 5 p.m. to 8 p.m. They didn't come. We called and were told the technician would call us but to call back in 1 hr. if we weren't contacted. When we called back in an hr., we were directed to call back during regular business hours.

Starting at 9 a.m. on Sunday, we called and were told our ticket had been escalated and to call back every hour until the technician arrived, which we did. (please keep in mind, we were also attempting to move) Everytime we called, we were put on terminal hold, transferred to dead lines, or someone's voicemail. We were told we had a 5 p.m. to 8 p.m. service appointment and to respect that appointment and quit calling but then told before hanging up to continue calling every hour.

We were told they had attempted to come on Saturday but we were here. I was here all day Saturday. We were told they never came Saturday. We were told we already had service at the new address and did we want to cancel it. The call center is in Mexico City, several times they transferred us to a Houston, Tx call center but on other calls, we were told they could not transfer us. We were not allowed to speak to supervisors. We were told they were too busy or that they couldn't help us but would not speak to us. Once, the person I was speaking to put me on hold and came back and said he was the supervisor, that he had no supervisor, that he had no one who supervised his work or that he reported to and that he could not help us in anyway. Then I was told that we never had an installment appointment, as it was Sunday and that I should call back on Monday. We were told several times that someone would be calling us, no one ever did. Comcast charges for installation so we were paying to be abused. Finally, late Sunday night, a very nice man came and attempted to install service. Our internet is up (Thank God, as my husband's job requires he have home internet service at all times...he is on call) but our cable television is barely functional. We brought our old cable converter box to trade for a dvr/high def box. The installer didn't have the box we had ordered days previously. Instead of the channel package we had before/and were supposed to continue to have, we have part of basic cable. And we have yet another appointment to continue the install...on Tuesday. Does this mean the weekend's nightmare is unending?

My suggestion to everyone is: if you have any other choice for internet/cable service, do NOT use Comcast.

Comcast has the worst service ever. I have contacted the company five times over two weeks and have not received one follow up call nor resolution of my issue. I really don't think they care about their customers as I have always received poor customer service over the years. It's a hassle to transfer cable, voicemail and internet service but that's my next step.

I recently switched my cable service from WOW to Comcast, and boy was I pissed when I tried to get some help by phone. On 09/30/08 I was surprised to find that the help button on my remote did nothing. My first phone call was a useless person who kept repeating the same thing over and over, but could not answer specific questions like "Which button do you press to do that?" When I asked to speak to a supervisor or someone who knew a little more than how to read from the prompter, I was put into a holding pattern on the phone. So I recalled, this time Kelly was a little more help. She told me she didn't know how to do it, but she'd call back. Never did. How do you spell $225 a month? Oh, and I also paid $120 to get the service installed and got no manuals, and one of the remotes wasn't even set to one of the TV's. I'm pretty sure I've made a big mistake. WOW keeps calling me, so I'll probably call them back.

I was about to move in a new apartment and subscribe to Comcast's bundle service. About five days before I moved in, I was told that my apartment number was changed. Fine. Then I called Comcast about the change. The lady told me the install date would be delayed for about 2 weeks because she would have to re-key in my order, and that order would be seen as a new one. I complained and argued that it was only apartment number change, but I couldn't change a thing with her.

Then I tried a live representative a few hours later. She did not help at all and gave me the same answer -- no. What was even more ridiculous was that the install date (under the same order number) I had been told on the phone was put off for one more day. This was very frustrated.

So, I made another on-line order and found the install date for my "new" order could be scheduled for a date that was way earlier than what I was told both by phone and on line.

Luckily, a very nice representative got my complaint and tried very hard to solve my problem, after I chatted with her on line for about almost 20 minutes. Or, I would have been unable to use internet, watch TV and make phone calls in my own apartment for the first 15 days in town.

Comcast, your computer/order system needs a big revision and improvement...

This is informational for people in the Baltimore area.
We moved here on the 15th of July and had scheduled a visit from Comcast to change our internet service from Savannah to Baltimore. We would have switched from Comcast many days ago, but we are not necessarily keen on DSL which is our only other alternative and it is harder to get direct TV in our complex than cable (or so we thought).
Here is my story. The dates are mostly accurate but I might be off on one or two.

July 15th, a service man came and tried to hook everything up. There was something wrong with the cable so he said he would have to call in an outside crew to work on the line out there and it would take 5-10 days. Great. We waited for 10 days.

July 25th, I call Comcast. The person on the phone (who was very nice) said that they saw that something happened with the installation and that further service was required but the order had never been submitted. They were sorry about that and would try to put it through faster.

July 29th, I call Comcast, just to check. Again a very nice person on the phone tells me that they saw I called earlier and that we needed a service call, but the order hadn't gone to the right place. hmm... okay. Well, she would submit it and get it to the right department. They would definitely have someone, likely a supervisor, call me in a couple days to make sure everything was set.

July 31st, call Comcast again. The phone person says they see the order and it HAS been sent down to service but it looks like nothing has happened with it. This is highly unusual, of course. They aren't sure about this so they transfer me over to a supervisor/customer-service liason, Bruce Baker. Bruce is appalled at the amount of time this has taken and wants to get us squared away. He offers us a small credit for our trouble which I accept saying he still needs to get service working again. He sees that it has been sent down to service but that no one has touched it ever and he will look into it. He said he will try to have something in the works by monday, but it might be a little later. He gave me his direct line and said to call him if I didn't hear something by Monday evening.

August 5th-August 11th, I call Bruce's direct line every day at different times of the day but he is never there. I leave messages but he never calls back. You'd think he'd be there at at least one random minute each day. Very odd.

August 13th - Called the regular comcast line to talk to one of the regular phone techs. He is again, appalled at the lack of response. And, though I am very dissatisfied with the service we are getting, the people on the phone are all very nice. It's just some abyss between what they say and things getting done. He suggests that I call the corporate headquarters because obviously something is wrong at the local level.

August 13th again - Call Comcast Corp in PA. Regina Richardson finds it odd that there is such a problem but is glad that I stuck with it long enough to bring it to their attention. She said she would contact them right away and we should see something happening soon. If not, call her back.

August 14th - Receive a call from Eugene Bennett at Comcast, another supervisor/customer liason. He says he has been assigned the case and everything will be taken care of.

August 18th - Call Comcast/Eugene. He says he doesn't have any information for me yet, but he will have something by tomorrow and he will give me a call (Always tomorrow.) The call never comes.

Auguest 20th - Call Comcast/Eugene (twice). He doesn't answer his phone either time and I leave a message the first time. I feel that one message should suffice.

As of today we are 35 days late in our change of service and I have spent over 6 hours on the phone with people from Comcast while NOTHING has gotten done at all. I don't understand how this happens but I wanted other people to know.