Review by FureverFurry
Good "HSI excellent -- WHEN it works; TV overpriced"
- Location: Grand Rapids,Kent,MI
- Cost: $119 per month
- Install: about 3 days
Bad "Ever WORSENING is phone tech and billing support"
Overall "Hope you never need to CALL them for service"
|Pre Sales information:|
Value for money:
(ratings below consensus)
Have been a Comcast HSI and TV subscriber/customer for over 20 years. How is it possible for "customer service" to degrade so rapidly and so much? And absolutely NO accountability.
HSI is good -- WHEN it works. If your modem is defective, good luck getting it replaced. They won't do it most of the time. Techs that come to the home are a mixed bag; some get into diagnosing a problem. MOST, however, just look at their little meter, say "everything is okay here" and refuse to escalate something -- such as with a line problem further up.
Oh - and no more receipts for returned equipment. Big problem if Comcast decides you still have equipment ...!
It is becoming nearly impossible to connect with a phone agent without long delays (over 40 mins+ to hours) and "accidental" disconnects (e.g. hang-ups). Agents appear to be outsourced and try to upsell "signature support" -- that is IF one can get through. Quality of service has severely gone down rapidly since Comcast acquired NBC Universal (or so it seems).
TV: Overpriced IMHO.
HSI: Great as long as you don't need support.
Comcast needs to wake up, hire and train telephone CSRs (whom they call "executives", lol) and remember: it is the CUSTOMER who pays the cable bill that allows Comcast to pay their employees.
UPDATE: 25 January 2014
Going on the fourth (4th) complete outage of both HSI and cable TV since Dec 22, 2013: Dec 22 (several hours); Dec 23 (several hours); Dec 26 (several hours) and now January 3rd with HSI out for over 12 hours and cable TV still out. Automated telephone attendant indicates it is a "technical issue affecting your services" ... same as the last 3 times.
The "verification" bit over the telephone has actually gotten WORSE. The CAEs have claimed that (a) my phone number for the account is "not right"; that my account number doesn't match -- yada, yada. Pretty scary stuff, considering identity theft. I had to call Comcast Security Assurance after not validating.
Also, hold times of 45 minutes or greater only to be connected with people who's language isn't even close to understanding English. They don't appear to be trained well as far as their products and troubleshooting other than the requisite "...uhhhhh, let me send a refresh signal ...".
In short: STILL overpriced but beats the so-called competition which - for me - is only Da Phone Company.
UPDATE: December 2014
Oh my: this summer they not only inexplicably locked me out of my account, Comcast also "disassociated" all but 1 of my secondary email accounts. I had not called Comcast in months. Trouble tickets issued and "closed" without the issue being resolved; 75+ phone calls (no joke); emails to their ESL department -- all futile. It took a complaint via a public advocacy group to get the issue resolved. But the best part .... ? For 3 weeks AFTER the issue being resolved, Comcast continued to call to state they were still working on "...your open ticket numbers xxxxxx".
My package is Blast 50/10 with Digital Preferred TV. Internet is generally reliable, but the TV programming is overpriced IMO.
Calling for support: fun, fun, fun. NOT ! My street ends in Avenue and truncated as "Ave". Unless I remember to say "Avvvvv" on validation, the CAEs tell me it is "not correct" and hang up. Good grief !!! The Retentions Department is still very good for offering short-term promotions and is their only shining light.
I'm rather hoping the merger goes though as "Greatland Communications" HAS to be better than this. And no, I don't want Da Phone Company for TV/internet.
member for 2.8 years, 485 visits, last login: a few hours ago
updated 9 days ago
Its quite apparent... Comcast is like a lot of other "broadband" providers (if you can really call them that). They've adopted the mantra "we're the cable company, we don't have to care".
They know they have you, so they don't care.
I feel your pain !