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News tagged: Comcast


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by Karl Bode 08:24AM Wednesday Nov 26 2014
Comcast recently saw two outages related to its X1 set top cable platform in a span of three days, resulting in the company's new Senior VP of "Customer Experience" Charlie Herrin issuing a public apology. According to an ongoing thread in the official Comcast forums, the platform suffered through another outage in several markets yesterday afternoon and evening. Many of the customers complain about the X1 -- which was supposed to be a revolution for Comcast -- having numerous and consistent issues. As of October Comcast said they had deployed about 5 million of the units -- only a portion of the company's 22.3 million video subscribers.

17 comments


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by Karl Bode 12:11PM Thursday Nov 20 2014
As part of the company's attempt to shore up lagging customer service (or to at least shore up the perception of lagging customer service) Comcast today unveiled a new app that will let customers track where a technician currently is located. Waiting all day for a technician that never shows up is a large reason for the cable industry's abysmally low customer satisfaction rankings, and Comcast and their new "Customer Experience" VP Charlie Herrin hopes the new app helps to change that.
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by Karl Bode 08:08AM Thursday Nov 20 2014
Charter board member and minority stake holder John Malone says that he'd push to have Charter Communications make another pass at Time Warner Cable if regulators block Comcast's attempted acquisition. "Oh yes," Malone said when asked if a Charter buy would still be on the table in such a scenaior. "That said, we're happy with the deal that was negotiated. In many ways it's a better deal than going after 100% of Time Warner Cable." To get regulatory approval, Comcast's current deal involves spinning off 2.5 million subscribers to create a company named Greatland Communications that's co-owned by Comcast and Charter.

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by Karl Bode 07:58AM Thursday Nov 13 2014
Comcast says their merger with Time Warner Cable is on schedule despite potential new legal skirmishes over net neutrality rules. While Time Warner Cable CEO Rob Marcus recently stated the deal was taking longer than he expected, Comcast CEO Brian Roberts insists that the deal is still on schedule to meet its early 2015 completion projection. That's assuming that regulators don't block the deal, something most analysts don't see as likely. "We are in the final stages of public comment," states Comcast CEO Brian Roberts. "Sometimes things get slowed down in that phase," Roberts said, but "we are full steam ahead."

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by Karl Bode 06:29PM Wednesday Nov 12 2014
Last month reports emerged suggesting that policy folk and lawyers at larger ISPs like AT&T and Comcast were annoyed with Verizon for suing the FCC and successfully overturning the agency's net neutrality rules. Those rules, as we've noted repeatedly, omitted wireless and didn't really do much of anything outside banning the outright blocking of websites (something ISPs have no interest in).
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by Bill Neilson 07:34AM Wednesday Nov 12 2014
Several weeks ago, I wrote about how the new NBA TV rights deal would likely raise everyone’s cable bill whether you watch the NBA or not. But slowly, TV providers are realizing that customers have in fact had enough with paying for absurdly expensive regional sports networks that only a minority of customers actually watch.
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by Karl Bode 02:57PM Monday Nov 03 2014
During the recent rash of Comcast horror stories, Tim Lee posted this piece exploring what it's like visiting one of Comcast's service centers which, much like the company's historically-bad phone support, isn't a particularly enjoyable experience. Comcast's now eliminating the need for you to visit one of their 500 service centers in order to return gear, striking a new deal with UPS that lets to drop off your equipment at most UPS locations. According to the announcement, you can drop off your equipment and they'll wrap and ship it back to Comcast at no additional charge. Comcast states this new effort is "just one example of the work Comcast is doing to rethink every aspect of the customer experience."

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by Karl Bode 08:03AM Friday Oct 24 2014
Comcast this week stated that the cable giant has deployed around 5 million of the company's shiny new "X1" set top boxes after beginning the deployment two years ago. Comcast says they're on target to have X1's in the majority of homes within the next three years, though that doesn't include potentially-acquired Time Warner Cable customers who are getting new set tops of their own. Comcast's 5 million deployed X1's are only a fraction of the company's 22.3 million video subscribers, however. Comcast states that those customers on X1 are 20% less likely to leave the company.

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by Karl Bode 08:11AM Thursday Oct 23 2014
Comcast's latest earnings indicate the company's third-quarter net income jumped nearly 50% courtesy of income tax "adjustments," leading to profits of $2.59 billion on revenue of $16.79 billion on the quarter. Comcast lost 81,000 net video subscribers on the quarter, but managed to add 315,000 broadband users and 68,000 voice users. Those voice additions are down from 169,000 the previous quarter, and most analysts expect voice totals to slow then start to reverse as users look for ways to reduce soaring TV costs (read: cut digital voice and go cell only). The average Comcast customer bill climbed 4% to $137.24 per month, largely courtesy of early 2014 price hikes for most users.

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by Karl Bode 05:21PM Wednesday Oct 22 2014
The FCC today announced that the regulatory agency is pausing the 180-day "shot clock" on both the Comcast/Time Warner Cable and AT&T/DirecTV mergers. According to the FCC's order, eight content companies including Disney, Time Warner, CBS, Twenty First Century Fox and Viacom raised opposition to competitors and other companies being able to see confidential carriage agreement details, even though companies that view this information must sign non-disclosure agreements.
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by Bill Neilson 10:33AM Thursday Oct 09 2014
The National Advertising Division (NAD) is telling CenturyLink to stop lying when they compare their Internet speeds versus those offered by Comcast. As noted previously NAD is essentially an industry self-regulatory firm that avoids regulatory intervention by settling marketing disputes in house.
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by Karl Bode 04:14PM Wednesday Oct 08 2014
At the tail end of September I noted how Comcast had hired a new VP of "Customer Experience," Charlie Herrin. Herrin was monumentally tasked with shoring up Comcast's dismal customer satisfaction reputation and being the face of damage control for what seems like an endless stream of consumer missteps.
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by Karl Bode 09:03AM Wednesday Oct 08 2014
Quite some time before 1 Gbps fiber to the press release became the industry PR trend du jour, Comcast had started offering a 505 Mbps down, 100 Mbps up tier. The tier isn't cheap -- it runs users around $300 a month, comes with a $1,000 ETF, a $250 activation fee, and a $250 installation fee.
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by Karl Bode 09:17AM Tuesday Oct 07 2014
The Consumerist is running a unique Comcast complaint story in which an individual claims he was fired for simply complaining about Comcast service. According to the story, the individual spent years battling the kind of service issues and errant billing mistakes Comcast is well known for, including receiving and being billed for $1,820 in equipment he never asked for.
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by Karl Bode 08:00AM Tuesday Oct 07 2014
The FCC has announced that they've extended the comment period for Comcast's $45 billion proposed acquisition of Time Warner Cable and paused the "shot clock" on the review. According to the FCC announcement, the agency has extended the comment period for interested parties until October 29. The FCC notes that Comcast and Time Warner Cable belatedly filed a 850-page document supporting the deal, and the agency wanted to provide all parties time to digest the filing and respond. The agency also paused their 180 day shot clock limit on making a decision on the deal, currently on day 85. The agency also made it easier to comment on the deal by creating a ComcastTWCMerger@fcc.gov you can use to file your thoughts.

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by Karl Bode 09:23AM Friday Oct 03 2014
While most large incumbent ISPs have rushed head-first into the home security and home automation market, few of those companies have been willing to specify how many users have signed up for such services -- suggesting they're not yet seeing quite the uptake they'd like. One other threat has now arisen for ISPs looking to be home security experts: lawsuits.
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by Karl Bode 08:24AM Wednesday Oct 01 2014
With Seattle city leadership complaining about the lack of broadband competition in the city and making noise about building their own networks, Comcast has taken to a unique approach to win the hearts and minds of the cities apartment dwellers. According to the local news outlets, Comcast has taken to throwing pizza parties to warm locals to their brand, insisting that if "we can we can get people in front of our products they can see the advantages we have over our competitors and learn to like those products."

Reddit users are having a little fun at Comcast's expense in regards to the new marketing strategy, offering up some pizza party advice -- Comcast style:
quote:
1.) Take all the pizza before it arrives.
2.) Call up the party host AS the pizza company.
3.) Inform them the pizza delivery is down between the hours of "Now till now+3 hours." But if they want to buy the pizza+hotdog bundle together for an additional 100 bucks, it'll increase their pizza delivery speed by 10 minutes.

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by Karl Bode 03:08PM Thursday Sep 25 2014
In February of 2012 Comcast unveiled Streampix, their effort at trying to prevent cord cutting by offering a Netflix-esque service of their own. Like most ISP run services however, Streampix was really just a substandard "me too" offering, as cable companies are always very afraid of offering an over the top offering that could cannibalize existing TV services.
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by Karl Bode 06:23PM Wednesday Sep 24 2014
ISPs have already been whining quite a bit about the fact that the FCC wants to raise the current minimum definition of broadband from 4 Mbps down, 1 Mbps up -- to something ranging from 10 to 25 Mbps. Now AT&T and Verizon are whining about the possibility that the FCC would like to make sure bandwidth caps are considered when defining the quality of a broadband connection.
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by Karl Bode 10:49AM Wednesday Sep 24 2014
Comcast last night filed their reply comments to the FCC as the agency considers approving the company's $45 billion acquisition of Time Warner Cable. The filing is filled with the sort of arguments we've seen countless times already over the past few months, including Comcast's repeated claim that they face so much competition on every front there's simply no way they'd ever engage in anti-competitive behavior.
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