Review by Zenit
Good "Fast & Reliable Connection, Good Digital Voice, X1 DVR has a slick UI"
- Location: Purcellville,Loudoun,VA
- Cost: $107 per month
Bad "Technical Support & Billing is beyond helpless. Any time your on the phone w CC expect 2+hrs of run around"
Overall "What choice? Comcast is the only provider offering 21st century speeds for anyone stuck in a VZ Non-FIOS area. "
|Pre Sales information:|
Value for money:
(ratings match consensus)
//Decided to rewrite the review as the old one was too lengthy//
We have had service for quite a while now (since 2011).
Package: "Starter XF Triple Play" - Performance Internet, Unlimited phone, 200something channels of HDTV.
Negotiated Details: HD Fee no longer assessed, free DVR.
Equipment: Arris TM722G (Leased, original from 2011), X1 DVR (installed July 2014, replaced plain Moto HD box) - Total Cost is $8.
Reliability has been very good, service outages have been very rare and only last for short periods of time. The longest outage was in the middle of the night but resolved before the next morning. Speeds are consistent - over the past years Comcast has increased the speed of Performance from 25mbps down to 30mbps down in this market. Digital Voice works well and has voice quality as clear as a POTS line. The added bonus Xfinity Connect app for iPhone or Android lets you take your landline with you anywhere, and use it or a second freebie number anywhere (great if there is no reception but wifi is available).
TV service is fine. Some channels have obviously better HD picture quality than others, it comes down to the amount of compression. The X1 DVR is the star of the TV product and its a nice DVR, very slick GUI, the automatic recording features and program search functionality work flawlessly. Note - we do not use the whole home functionality, only one cable box in this house.
Now, the problem with Comcast's service is entirely with Corporate. Support and Billing lack training and do not put the customer first - you will spend hours on the phone for a minor issue, and chances are the CSR will just screw up more than they will fix. The only people with real power to resolve billing issues seems to be the Retention department. Calling Retentions is the only way to keep the promotional rate.
As an example of how customer hostile Comcast's CSRs can be, I give you this gem of a quote:
"I'm sorry but promotions are intended as an incentive to allow new customers to experience the Comcast service for the first time and not intended as lifelong service reductions. It is our deepest hope that once the value of the Comcast service is experienced, the services that other companies offer will be less desirable."
...your service would be a hell of a lot less desirable if Verizon actually bothered to build out FTTP as they are legally required by franchise here, Mr. All-knowing Comcast agent. You have me by the balls for anything faster than 3mbit, this is not a pleasant experience. I would not be chasing promotional rates if you offered your services at a decent price! Your promotional rate SHOULD be the price, period. They offered me 3mbit for $99. I laughed.
Moral of the story: Totally ignore web chat support. Ignore phone support beyond the retentions department. I miss direct support here on DSLR very much, it was a massive error of Comcast to end it. That was the only place you could get actual help. Today? No more.
Techs - Contractors are absolutely useless. Every one I have encountered seeks to do the minimum amount of work to label the job as completed. Our initial install in 2011 was done by a Contractor and was totally unimpressive. He refused to run a quick line into the upstairs office as it would take "too much time" (negotiated at ordering time). As a result, he left the gateway modem in the living room far away from the ethernet-only PC's.
I ended up using a long coax cord to get the modem into the office, and I found out what a pile of junk the SMC gateway was. Called for a 2nd tech to come and complete the install. The 2nd tech was a Comcast in-house tech whom has been with them since the Adelphia->Comcast transition. He was great, ran the line to the office through the attic in 20 minutes, and supplied me with the Arris TM722G EMTA which has not failed after terabytes of data have been pushed through it.
The X1 Install tech (also in-house) did a good job as well, and was friendly. I could tell he was in a time crunch, as he could not replace the undersized house box with a larger one. So I ended up pulling a Verizon and placing a trash bag over it to protect the amp.
It is clear that Comcast specifies rapid job completion over neatness of work - this is a problem that they should seek to resolve. A little bit more time allocated to the techs will make a world of a difference.
The service works. The HSI quality is above average and makes DSL look ancient. Their support is torture.
They are my only real choice and they know it.
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updated 56 days ago