Topic 'Re: [Rant] Comcast Treats Long-Time Customers Like Garbage' in forum 'Comcast HSI' - dslreports.com

Re: [Rant] Comcast Treats Long-Time Customers Like Garbage

Wed, 06 Feb 2013 16:39:54 EDT

Geno71 posted : I missed a few posts here. Didn't expect too many more.

To me the bottom line is once the big infrastructure upgrades are in place and those price increases initiated... over time... there should be incremental speed upgrades MORE OFTEN than every six years (seems like the approx average), even though the bill goes up by a not unsubstantial amount every year.

I never denied I got speed increases, nor did I complain about price increases when I got speed increases as some people suggest. Still no one has answered my question: if I'm still at 20+ Mbps in 3 years and paying $80/month... is that reasonable? By that time I will have not had a speed upgrade in approximately 6-7 years but about $20-25 worth of monthly increases. And there's no way that broken down per customer it costs comcast anywhere NEAR another $25/month to offer me that service.

They are not hiring large numbers of new people in the area every year, they are not building new facilities, and many of the exisiting ones are paid off most likely. Yes inflation... raises in salaries? I bet they're minimal to non-existent, as with most major corporations. Plenty of out of work people out there who will be taking today's installer's job when he gets fed up with no substantial raises after 3 years.

Some of you are right that in absolute terms it might cost Comcast more to deliver to a service area each year, but when you divide that increase into the millions of customers they have, the government deals they get (i.e. tax breaks and incentives), and mostly static infrastructure in most major metro areas... you're not talking about a lot of money per user. And don't forget many users have the same pipe going into their house as me but are paying 3x as much for their "super-speed," even though that also doesn't cost Comcast much more to deliver (vs what it costs to deliver my $72 service). There is no cost-per-user justification for +$3/month every year. Sorry there just isn't. Maybe $.75 per user per month I could believe. $3 more every year, not so much.

AS to the BILLING, it's hard to understand how someone still doesn't get what I'm saying. Doesn't matter that it didn't happen to you. It happened to ME, hence the complaint. But I do agree with whoever said "don't feel special, they treat [many] customers like garbabge". That I certainly believe.

AS to how long before someone can sign up again after cancelling, I have no idea... never tried it because I like to think of myself as an ethical person. I don't want to game peopel any more than I like being gamed by Comcast, Verizon, or anyone else.

"It's not the way it's supposed to be but you can't do anything so live with it."

This ^ is exactly why every telecom company, insurance company, and others screw with their customers left and right. Because they know most people will take it and shut up. The government does the same thing with our liberties, btw. How's that working out for us?

My hope with this thread is not for a magic bullet -- there is none. Comcast doesn't care. It's to alert people to the fact that these things are going on and they're indicative of unethical business practices by a huge, powerful corporation that pretty soon is going to control half of the content on our TVs too. lol

Ah well. Thanks for trying to read through folks. Sorry if my OP, even after being edited multiple times, was confusing. I get that people hate reading more than a few lines of text these days. That's my weakness so may your future rant threads be filled with twitter-like posts. ;)

Re: [Rant] Comcast Treats Long-Time Customers Like Garbage

Sun, 03 Feb 2013 15:16:11 EDT

BronsCon posted :

said by dogcacher:

said by djcrazy:

said by BronsCon:

Don't feel special, they treat *all* their customers like garbage.

Sir, you took the words right out of my mouth. LOL! Spot on statement!

Absolute rubbish. Neither of you can possibly speak for more than 0.0001% of Comcast's customers.

I grew up on Comcast, 6 different locations, 6 different accounts. Since then, I've had Comcast at 5 different locations; again, 5 different accounts. In all 11 locations, on all 11 accounts, I was treated like shit by Comcast in every regard. The only time I (or my parents, in the case of the first 6 accounts) wasn't abused by that company is when I was calling to set up service or when I was calling to cancel.

During the same span of time, I've known numerous people who've used Comcast, and I still know several, and they all seem to feel the same way. I don't know you, or I could at least say I know one person who's satisfied with Comcast. I'm not speaking just for myself, I'm speaking for every friend, family member, or coworker I've had in the past 20 years who's had Comcast and ever said a word to me about it. That's an army of hundreds, to your one good experience.

Why so many accounts? You can't transfer service between markets, so, when you're moving from one market to another, you get a new account. I moved around a lot during my childhood and it's taken another 15 years or so for me to finally decide to settle in one place; a place with options other than Comcast. On more than one occasion, when I was moving half way across the country, Comcast would manage to send the "please come back" promotional materials (sometimes after my new account was already established) with promos that were only valid for the market I had just moved out of. No big deal, but then... they'd also manage to send my final bill (showing a credit owed) to my new address and inform me that I should be receiving a check in 6 to 8 weeks, then proceed to send that check to the old address. Correcting that is a 6 month process; they will *not* send not a second check until 6 months have passed since the first check was issued, again with the requisite 6-8 month wait. In one of those instances, my residency at the new place was short-lived and they refused to update my address again before sending out the 2nd check, so I had to wait another 6 months (plus 6-8 weeks, again) for them to send out a 3rd check. Overall, that $60 refund took me over 15 months (and several hours on the phone) to receive and probably cost them several hundred dollars in administrative costs, between wages, postage, and check cancellations.

As for why I don't have my mail forwarded when I move: I do. They mark the envelopes they send refund checks in "Do Not Forward". That's beside the point, however, since they had (and used) my correct address for the final (credit) bill and promo materials; why send the check to the old address? Here's my guess: it's marked "Do Not Forward" and a large number of people will likely forget about it or not take the time to call in. That amounts to theft and/or fraud.

This isn't a vendetta against *all* cable companies, mind you. Several places I lived were serviced by Cox, and they were great; see my reviews of both Comcast and Cox if you're interested.

Re: [Rant] Comcast Treats Long-Time Customers Like Garbage

Sun, 03 Feb 2013 13:15:48 EDT

dogcacher posted :

said by djcrazy:

said by BronsCon:

Don't feel special, they treat *all* their customers like garbage.

Sir, you took the words right out of my mouth. LOL! Spot on statement!

Absolute rubbish. Neither of you can possibly speak for more than 0.0001% of Comcast's customers.

The service here is excellent, response to physical problems is almost immediate and I'm quite grateful that they are here with their solid offerings.

Of course it would be nice if it cost less. But wouldn't it be nice if a loaf of bread cost a dime like it did 50 years ago?

Re: [Rant] Comcast Treats Long-Time Customers Like Garbage

Sun, 03 Feb 2013 06:17:34 EDT

djcrazy posted :

said by BronsCon:

Don't feel special, they treat *all* their customers like garbage.

Sir, you took the words right out of my mouth. LOL! Spot on statement!

Re: [Rant] Comcast Treats Long-Time Customers Like Garbage

Sat, 02 Feb 2013 17:11:50 EDT

NetFixer posted :

said by pflog:

Well put Mr. Anonymous :)

Would be interesting to see the OP's cost per Mb over time.

I think it is pretty obvious that any such reply from the OP would simply be that it hadn't gone down enough. Seriously, this thread was clearly labeled as a [Rant].

said by American Heritage� Dictionary of the English Language :

rant

rant (r�nt) verb
ranted, ranting, rants verb, intransitive
To speak or declaim in a violent, loud, or vehement manner; rave.

verb, transitive
To utter with violence or extravagance: a dictator who ranted his vitriol onto a captive audience.

noun
1.Violent, loud, or extravagant speech. See synonyms at bombast.
2.Chiefly British. Wild or uproarious merriment.

[Probably from obsolete Dutch ranten.]
- rant�er noun

There is nothing in the definition of "rant" that implies listening or any other kind of interaction; this thread should have consisted of only the OP's original [Rant], and have been left at that. OTOH, the OP is probably enjoying a bit of "Wild or uproarious merriment" from the number of posts that have been made in response to the [Rant].
--
A well-regulated militia, being necessary to the security of a free State, the right of the people to keep and bear arms shall not be infringed.

When governments fear people, there is liberty. When the people fear the government, there is tyranny.

Re: [Rant] Comcast Treats Long-Time Customers Like Garbage

Sat, 02 Feb 2013 17:05:49 EDT

JohnInSJ posted :

said by FWIW :

Ten years ago, Comcast HSI was $42/mo for 3Mb service which worked out to $14/Mb.

Today, I get 36Mb service for $63/mo which works out to $1.75/Mb.

Basically, the cost per Mb is 1/8 of what it was 10 years ago. Seems like a bargain to me.

Don't forget to account for inflation. That's $1.38/Mb in 10 year old money :) Or put another way, your $63/mo today is the same as $49.63 ten years ago. So setting aside inflation, you are paying $7.63 more (1.18x the cost) than you were 10 years ago, and you're now getting 10x the speed.

Inflation. It sucks.
--
My place : »www.schettino.us

Re: [Rant] Comcast Treats Long-Time Customers Like Garbage

Sat, 02 Feb 2013 16:57:40 EDT

pflog posted :

said by FWIW :

Well put Mr. Anonymous :)

Would be interesting to see the OP's cost per Mb over time.
--
"I drank what?" -Socrates

Re: [Rant] Comcast Treats Long-Time Customers Like Garbage

Sat, 02 Feb 2013 12:35:11 EDT

anon posted : Ten years ago, Comcast HSI was $42/mo for 3Mb service which worked out to $14/Mb.

Today, I get 36Mb service for $63/mo which works out to $1.75/Mb.

Basically, the cost per Mb is 1/8 of what it was 10 years ago. Seems like a bargain to me.

Re: [Rant] Comcast Treats Long-Time Customers Like Garbage

Fri, 01 Feb 2013 18:51:55 EDT

Robotics posted : I have a recent thread in the rant section. (dead thread) Our rates went up Jan. 1st. of this year.
And a week or so ago we got a notice in the mail stating starting March 1st. to look for another rate increase.

Ive been a customer for 12 years
:uhh:

»[Rant] WTF Comcast?...2 Price Hikes in 60 Day Time Frame
--
Long you live and high you fly, and smiles you'll give and tears you'll cry,
and all you touch and all you see, is all your life will ever be.

Re: [Rant] Comcast Treats Long-Time Customers Like Garbage

Fri, 01 Feb 2013 18:24:46 EDT

timtom posted : Geno71 if you don't like it switch it It is simple.

I know it is not the way it supposed to be but there is nothing you can do to change it.

Re: [Rant] Comcast Treats Long-Time Customers Like Garbage

Fri, 01 Feb 2013 15:01:51 EDT

rody_44 posted : I also dont work for comcast. You dont like the way the new customers get promo prices we get that. But thats the way it is. Its the same here and i have plenty of options. Guess what every one of them do the same thing. We are just pointing out that its that way if you do or dont have other options. You are the one saying its because your options are limited. Shit goes up and thats just life. If it goes to a level you dont like leave it. Its the american dream but its also the american way of life. There is no one holding a gun to your head and saying buy it.

Re: [Rant] Comcast Treats Long-Time Customers Like Garbage

Fri, 01 Feb 2013 12:34:36 EDT

DrDrew posted :

said by Geno71:

Tell me where it's reasonable for me to start complaining, in the sense that you think it would be too much money for 20+Mbps and no increase in speed over 4 + X years.
...
Drew:...That the issue is, at some point, after a number of yearly increases, it's not unreasonable to expect small boosts in speed so that you "get what you pay for" over time. Would +2Mbps/year be unreasonable to expect. What about +2Mbps every other year? Just way too big a burden on Comcast?

You've gotten the speed increases. 4+ years ago (2008/2009) you didn't have 20/4 on Performance tier, it was more like 15/2.

Every 2 years or so Comcast does increase the speeds of the tiers. It's been increased at least 16 mpbs in 7 years for the Performance tier, so it's the +2Mbps/year you would seem to think is reasonable.

You've gotten the speed increases you've wanted, you just haven't noticed. If you want the cost to drop, I'd suggest looking at a lower tiers of service. All the providers follow this pricing scheme: Slight bumps in service= slight bumps in cost. They add up over years and to drop price you have to drop some of the services that have been added in. Lower tiers today are usually better than the lower tiers of years ago.

I don't work for Comcast. I don't even have Comcast service. I pay attention to Comcast and the Comcast forum because they lead the pack in service upgrades for cable companies. They tend to do it first and everybody else follows.
--
Two is one, one is none. If it's important, back it up... Somethimes 99.999% availability isn't even good enough.

Re: [Rant] Comcast Treats Long-Time Customers Like Garbage

Fri, 01 Feb 2013 08:53:26 EDT

PeteC2 posted :

said by Racom :

said by PeteC2:

Well, I do understand. Nobody likes paying an increase for anything...however, what commodities/services never go up in cost?....

Bandwidth and anything related to moving bits. People costs, like wages and benefits, went up an average of 3 percent in 2012 for US workers. I imagine Comcast employee increases by and large fell along that line, although Brian Roberts and the executive team were probably due for a bounce in 2012 total compensation after taking pay cuts the year prior.

...and there you go! So bandwidth and related service did go up in cost, if the associated employees had any rise in wages/benefits (Particularly if their health-care costs increased like mine did last year...that would account for well over that 3% figure).

Tomato's pretty much grow the same year after year, however the costs incurred for planting, maintaining, harvesting, and then transporting most certainly do not remain static...and historically, they go up.

The real issue would be is the price increasing beyond normal market forces or not...I don't even begin to pretend that I have the answer to that, but I suspect that based on usage and actual number of customers, broadband access prices are not that onerous.

Actually, I do not have a single friend, associate, or family member that does not have some kind of broadband access. That would lead me to think that either (a. One can not live without broadband access - which clearly is not true, or (b. Broadband access prices are at least within reason for most folks, as I associate with a fairly wide range of people with a fair spread of income levels.
--
Deeds, not words

Re: [Rant] Comcast Treats Long-Time Customers Like Garbage

Thu, 31 Jan 2013 21:24:02 EDT

hortnut posted :

said by Geno71:

Hortnut: You may well be right about people in different regions getting different quality service. That seems to be the case (that the west coast customers claim a better experience), and it makes sense given there is more access to broadband providers out there / more choice. Comcast has to play ball and bill people ethically, not bait and switch on credits, etc. (Another thing no one has addressed because there is no excusing it...)

As for Google people, not sure what you mean. Either someone comes in here and reads the OP and tries to comprehend or they don't, instead skimming around and trying to offer solutions based on partial information about the problem.

I think I am seeing where the problem begins - many assumptions on your part.

There are not a lot of choices where I am. Lines down my street: there is Comcast and DSL through CenturyLink for me and most folks here. On the DSL, there may be other ISP's, but they run over CL's lines. I understand that is true in many areas throughout the country. [at turn of century did tech support for uswest for a couple of years, started when only 'live' city was Phoenix].

Do not understand the repetitive comments on bait and switch. Has never happened to me, nor have I read any comments from anyone else over the years complain about it here.

Sometimes the first bill is confusing with all the credits and billing into the next billing cycle. Or the same happens when service levels are changed with adds/deletions. Especially in the middle of a billing cycle. I just added services and the last bill, took a bit of studying to determine if all was correct. A little work on my part and my responsibility.

As to your OP, I have read it several times and just do not get it.

BTW - I do not work for Comcast, never have.

I have my own Business that has suffered through this recession. I produce a product that requires raw materials, and increases in oil prices has wreaked havoc, while there exists pressure to keep the sale price of my product at a certain level. So I do understand market processes and the ying and yang of things.

Re: [Rant] Comcast Treats Long-Time Customers Like Garbage

Thu, 31 Jan 2013 20:58:04 EDT

hortnut posted :

said by Geno71:

You know it's a bit of an OT comment in my own thread but I have noticed everyone from customer service people to regular customers in places like this, routinely skip over the majority of details in every post then offer an opinion.

You guys are overlooking the fact that it does not cost Comcast one penny extra vs. last year or the year before to deliver my service. In fact because of capital costs being paid off in my area over time it probably costs them LESS than it used to maintain and deliver the facilities that make this service possible.

People need to expect more for their money over time and not stay silent. Simple as that. Otherwise you're going to be a generation of people who get screwed by everyone from insurance to internet.

Nothing I'm suggesting here is unreasonable.

In my area they have completed the DOCSIS 3.0 upgrades and now I am getting 4 channels down and 2 up on a new Modem they provided on HSI. I am also getting more TV Channels today than I got in 1999 when I first had Comcast.

I do know the above costs money as well as wage increases and other cost of doing business items. Plus there are the increased carriage fees.

I was one of the first in my neighborhood to get the only Broadband available in 1999 from @Home, next taken over by ATTBI and then a bit later Comcast. I was thrilled to get 1.5M vs Dialup at 26.4k!

And I really do not see where you have offered any worthwhile suggestions or a plan to lower costs to subscribers.

And I have been around long enough to recall when I could get gas for $.249 per gallon [or put another way, a Quarter per gallon]. $4.00 to fill up my car at the time. I get the same, if not better Customer Service today than I got 30 years ago. I know how to get it. I have lots more experience and do not need to be whiny with the CSR's on the phone.

Have not run into any bait and switch. Just a couple of months ago added to my service and it was painless. Got what I wanted and more.

I could go with DSL, and others, but do not consider CenturyLink to be viable for me at this time. And since I need Broadband, I have made a choice.

Good luck with your next provider.

Re: [Rant] Comcast Treats Long-Time Customers Like Garbage

Thu, 31 Jan 2013 20:48:46 EDT

JohnInSJ posted :

said by Geno71:

John in SJ / asjamias: no, my comment that it does not cost Comcast (in this specific location) $3 extra every year to deliver the same level of service, is fundamentally correct. The infrastructure upgrades in this area were done long ago and haven't been upgraded again since. At that time the bill went up maybe $4 or $5 a month I think, and I understood the reasoning for that and did not complain about it.

Inflation alone, let alone increases in energy costs, increases in human expenses, and maintenance of existing infrastructure will drive the cost to comcast up to deliver the exact same service to you year over year.

Fundamentally, your assertion is wrong.
--
My place : »www.schettino.us

Re: [Rant] Comcast Treats Long-Time Customers Like Garbage

Thu, 31 Jan 2013 20:11:57 EDT

Drunk posted :

said by Geno71:

Proof of this is the multitudes of people (many who post here), who simply get fed up, cancel service, wait a while, and sign up again to get the lower rate and start at "ground zero" for the "fee escalation game".

How long do you have to wait to get the "new customer" deals?

Re: [Rant] Comcast Treats Long-Time Customers Like Garbage

Thu, 31 Jan 2013 17:16:25 EDT

medbuyer posted :

said by Geno71:

Asjamias: you're wrong and that's all I'll say about it. Read and comprehend. I've paid close attention to my speeds (And fees) the whole time... and began to notice an unsettling trend. That's the WHOLE POINT. :p

you know what, whatever explanation we give you either right or wrong in what we think or what you think, you may never be satisfied or get the right answer.

you're mind got too polluted with how much you hate Comcast for what you're paying for the service they provide.

I do hope you really move on to another service provider and get the satisfaction you're looking for price wise and speed wise.

Re: [Rant] Comcast Treats Long-Time Customers Like Garbage

Thu, 31 Jan 2013 17:08:17 EDT

Geno71 posted : dnoyeB and pflog: I think you're both basically correct. Their management and customer retention philosophy is a joke. It amounts to: sucker them in with great sign-up rates, then increase the annual billing over a period of years with only modest increases in speed every few years apart... and when they get fed up, let them leave because you have a cable monopoly in every market you serve.

Proof of this is the multitudes of people (many who post here), who simply get fed up, cancel service, wait a while, and sign up again to get the lower rate and start at "ground zero" for the "fee escalation game". Maybe I'll do that and let you all know how it goes. Might as well try to game them back.

(That part is the government's fault, just like it's their fault for allowing price fixing schemes among cellular data plans... oh I must be crazy for complaining about that too. I'm just the paying customer is all. lol)

:D

Re: [Rant] Comcast Treats Long-Time Customers Like Garbage

Thu, 31 Jan 2013 17:02:55 EDT

Geno71 posted : I half wonder if some of you are Comcast employees trolling me, asking me over and over things I've already answered, to try and rile me up / draw away sympathy. Wouldn't put it past them. lol

Read and comprehend. I've answered all relevant questions multiple times, but not ONE person has answered my question. When stuck at a given Mbps, for how many years should the billing increase (and by how much) with no equivalent improvement in service?

What do you guys think? Is $80 too much? Tell me where it's reasonable for me to start complaining, in the sense that you think it would be too much money for 20+Mbps and no increase in speed over 4 + X years.

Any takers? lol

What about the bait-and-switch billing? Anyone got a clever answer for that? All my fault they suggested a solution of a one-time credit, then I agree, then I pay the adjusted amount, then they charge the credit back the next month plus a late fee (as if i never paid the prior bill)? Common, what's the rationalization there?

Drew: I was not trying to be antagonistic but I never even brought the modem up until you did. Now you're changing the question.

You asked what my modem was, I said it was DocSis 3 type (still curious why you asked), but that the advertised speed was not the issue (and that I had already mentioned speed was not the issue). That the issue is, at some point, after a number of yearly increases, it's not unreasonable to expect small boosts in speed so that you "get what you pay for" over time. Would +2Mbps/year be unreasonable to expect. What about +2Mbps every other year? Just way too big a burden on Comcast?

Asjamias: you're wrong and that's all I'll say about it. Read and comprehend. I've paid close attention to my speeds (And fees) the whole time... and began to notice an unsettling trend. That's the WHOLE POINT. :p

Re: [Rant] Comcast Treats Long-Time Customers Like Garbage

Thu, 31 Jan 2013 16:59:47 EDT

pflog posted :

said by dnoyeB:

Comcast lives in the past and still acts like we can't see the cheap prices they offer next door. They are somewhat like Apple. When the critical mass of competition arrives, it will be too late for them to be saved.

They know you can see the different prices, but the average Comcast subscriber may not know. And even still, Comcast doesn't care, because there is 0 incentive for them to provide a level playing field of service when some areas' competition has their top speeds at your entry level speeds.
--
"I drank what?" -Socrates

Re: [Rant] Comcast Treats Long-Time Customers Like Garbage

Thu, 31 Jan 2013 16:54:52 EDT

dnoyeB posted : They have a management problem. They are of an old philosophy that suggest to do special treatment to get new business. They don't have much of a retention plan.

Plus, they give lost of power to phone reps. So if you happen to have a good rep in your area, then you will get better deals and tend to stay a customer. If you don't get good reps you will get the corporate line and standard bad treatment then you will not be a customer. That right there is a management problem.

Plus, if there is local competition you will get lower rates. Comcast lives in the past and still acts like we can't see the cheap prices they offer next door. They are somewhat like Apple. When the critical mass of competition arrives, it will be too late for them to be saved.
--
dnoyeB
"Then said I, Wisdom [is] better than strength: nevertheless the poor man's wisdom [is] despised, and his words are not heard. " Ecclesiastes 9:16

Re: [Rant] Comcast Treats Long-Time Customers Like Garbage

Thu, 31 Jan 2013 15:42:58 EDT

medbuyer posted : excellent post DrDrew !

he didn't pay attention to the speed bumps he got...he only looked at the price since he may have thought and felt like the speeds were the same to him...

he may not know it too but he may have a defective or outdated modem to which may have affected his speeds in his other posts that's why he just can't get the satisfaction he's looking for.

Re: [Rant] Comcast Treats Long-Time Customers Like Garbage

Thu, 31 Jan 2013 15:16:06 EDT

DrDrew posted :

said by Geno71:

The infrastructure upgrades in this area were done long ago and haven't been upgraded again since. At that time the bill went up maybe $4 or $5 a month I think, and I understood the reasoning for that and did not complain about it.

Maybe the outside cables and amps haven't been replaced in awhile...

At the very least the CMTS has been upgraded relatively recently to DOCSIS 3... not to mention the routers upstream of it and interconnects between them. In 11 years, it's probably 4-5 generations of gear that have been installed and replaced in the local headend and network.

With DOCSIS 3 comes increased maintenance requirements to keep those multiple channels clean and usable... but that's another topic.

said by Geno71:

Dr Drew: why do you ask? The modem is DocSis 3. As stated multiple times, I AM getting the amount of bandwidth allocated by the plan.

Actually you never stated you had a DOCSIS 3 modem on this thread and the only mention of modems from you I can find on other threads just says you have a Ubee modem with no markings other than MAC address and serial number: »Re: [Rant] Chicago Area HSI: Paying $70/mo for less than 30Mb/s

Your first post here says "Internet-Only (I am at the Performance 20-25 Mbps tier AFAICT -- no part of this involves a service level change), been a customer for a little more than 11 years now I think". AFAICT means "as far as I can tell". I take that to mean you're not sure what tier you have. Performance tier can be 20 mpbs down / 4 mpbs some reports of 24down/4up depending on the area, but the the tier should really be listed on your bill or account. The tier you're receiving shouldn't be a "AFAICT" issue.

The other part is the Performance tier wasn't 20 mbps down / 4 mbps up 11 years ago.
In 2012, Performance was upgraded to it's current speeds for most:
»Here's Comcast's Coming Speed, Pricing Lineup
In 2010 it was upgraded to 15 down / 2 up:
»Comcast Shaking Up Speed Tiers (Again)
In 2008 the Performance tier was 6 down / 1 up:
»We've Got Exclusive Details On New Comcast Speeds, Prices
In 2005 the Performance tier was 4mbps/384kbps:
»news.cnet.com/Comcast%20to%20rai···306.html
In between all the bigger upgrades, minor speed bumps have occured.

So from mid 2005 to today, 7 years, the Performance tier has gone from somewhere around 4/.384 to at least 20/4 if not slightly more. Seems like incremental, regular increases in performance to me.

If you want lower prices, downgrade to a lower tier. It'll still be faster than what you had 11 years ago or 5.
--
Two is one, one is none. If it's important, back it up... Somethimes 99.999% availability isn't even good enough.

Re: [Rant] Comcast Treats Long-Time Customers Like Garbage

Thu, 31 Jan 2013 14:15:59 EDT

medbuyer posted :

said by Geno71:

John in SJ / asjamias: The infrastructure upgrades in this area were done long ago and haven't been upgraded again since. At that time the bill went up maybe $4 or $5 a month I think, and I understood the reasoning for that and did not complain about it.

In fact as they pay off all those facility costs (maintaining the same number of employees in the area basically), their overall costs likely go down a little bit for delivering service to existing areas where no further digging / installing / etc needs to be done. At worst it's probably a wash. Cost of wages rise VERY slightly for customer service people and the like (in fact avg worker wages have barely kept pace with inflation the last 20 years - look it up), while the cost of the facilities go down over time.

how do you know that the infrastructure hasnt been upgraded since? 11 years ago, there wasn't any Docsis 3.0.

you can never pay off facility costs as it needs maintenance done by qualified people or engineers that needs to get paid to be able to deliver the service you are subscribing to...

and just like what we do in manufacturing, we maintain machines to be able to keep it running and making parts, re-tooling them, upgrading etc. to be able to meet the demand for current and newer parts and that's not even including the engineers, electricians, machinists etc. that we need to pay to run those machines...

you run a small business, you should know that...not unless you dont run a business that doesnt run on any machines at all.

you're getting the speed that you are paying for. all your gripe is about fees which is the cost to run their business. if you don't like it, you can jump ship anytime.

what you think is unethical won't be able to pay or feed a family just like yours.

Re: [Rant] Comcast Treats Long-Time Customers Like Garbage

Thu, 31 Jan 2013 13:52:42 EDT

Geno71 posted : John in SJ / asjamias: no, my comment that it does not cost Comcast (in this specific location) $3 extra every year to deliver the same level of service, is fundamentally correct. The infrastructure upgrades in this area were done long ago and haven't been upgraded again since. At that time the bill went up maybe $4 or $5 a month I think, and I understood the reasoning for that and did not complain about it.

In fact as they pay off all those facility costs (maintaining the same number of employees in the area basically), their overall costs likely go down a little bit for delivering service to existing areas where no further digging / installing / etc needs to be done. At worst it's probably a wash. Cost of wages rise VERY slightly for customer service people and the like (in fact avg worker wages have barely kept pace with inflation the last 20 years - look it up), while the cost of the facilities go down over time.

No one here addresses the core concern though, because you can't do so without using rationalizations like "it's just business" and "it's not illegal" and "you should just accept it and leave". I never said it was illegal or that other businesses don't have similar practices of annually boosting fees without some type of regular, incremental improvement to the service. I said it is unethical, and it is.

Dr Drew: why do you ask? The modem is DocSis 3. As stated multiple times, I AM getting the amount of bandwidth allocated by the plan. This is not a connectivity issue or a "I'm getting half of what they said I would get" issue. The upgrades I'm talking about are hypothetical / related to what Comcast is doing in Verizon markets. And no, now that Verizon has mysteriously abandoned one of the largest markets in the country, Comcast has no reason to do anything but continue screwing people who readily accept it as "normal". ;)

I will be leaving sometime this spring, once I have more time to look into the options. I even thought about paying the $150/month or whatever it is to get their business speeds but let's be real... the same people will be answering the phones and chat lines. We're all just numbers, not people.

Hortnut: You may well be right about people in different regions getting different quality service. That seems to be the case (that the west coast customers claim a better experience), and it makes sense given there is more access to broadband providers out there / more choice. Comcast has to play ball and bill people ethically, not bait and switch on credits, etc. (Another thing no one has addressed because there is no excusing it...)

I'm glad you guys are happy (truly) with your level of service. I wish someone from Comcast had made an effort to value me as much as they evidently value you.

BTW I didn't realize there was a dedicated rants forum. I just categorized the message as rant so it would go to the right place, etc. If there's one place for rants and messages categorized as such aren't placed there that's on DSLRR. But sorry if the placement is confusing. As for Google people, not sure what you mean. Either someone comes in here and reads the OP and tries to comprehend or they don't, instead skimming around and trying to offer solutions based on partial information about the problem.

Re: [Rant] Comcast Treats Long-Time Customers Like Garbage

Thu, 31 Jan 2013 13:45:37 EDT

hortnut posted : There is a Rants, Raves and Praise Forum on the Site, maybe it should have been moved to there at the onset.

You are aware of it, as are all of the regulars, but anyone coming to this thread via a Google or other search for the 1st time, may be a little confused as to the purpose of this site and its forums, in my opinion. And what this site has to offer.

»Rants, Raves, and Praise

But after reading the OP several times, saw that the Speed Issues had not been addressed.

Since this Forum is more about fixes, thought it time to offer steps for solution. OP had not posted anywhere else.

Re: [Rant] Comcast Treats Long-Time Customers Like Garbage

Thu, 31 Jan 2013 08:50:27 EDT

FBGuy posted : well said.

Geno, you just need to leave Comcast if you don't think they provide a service worth paying the price they want for it.

Re: [Rant] Comcast Treats Long-Time Customers Like Garbage

Thu, 31 Jan 2013 07:52:24 EDT

Cablejim1087 posted : If you have sent any correspondance to Ed Snider he doesnt own or run Comcast its Brian Roberts.

Re: [Rant] Comcast Treats Long-Time Customers Like Garbage

Wed, 30 Jan 2013 23:33:36 EDT

cferro posted : Some people will never be happy with anything.

Re: [Rant] Comcast Treats Long-Time Customers Like Garbage

Wed, 30 Jan 2013 19:12:28 EDT

NetFixer posted :

said by Johkal:

I have personally & seen other members steer people from "Rants" to solutions.

In this case, the OP has stated that a solution has already been found. I guess that my libertarian philosophy just tells me that when someone explicitly says that they don't need or want help...
--
A well-regulated militia, being necessary to the security of a free State, the right of the people to keep and bear arms shall not be infringed.

When governments fear people, there is liberty. When the people fear the government, there is tyranny.

Re: [Rant] Comcast Treats Long-Time Customers Like Garbage

Wed, 30 Jan 2013 19:10:16 EDT

DrDrew posted : Does your modem look like this? Maybe in black?
[att=1]

Which Ubee modem does yours look like?
»www.ubeeinteractive.com/products/cable

Can you post a screenshot from »192.168.100.1 ?

Ubee U10C018

Re: [Rant] Comcast Treats Long-Time Customers Like Garbage

Wed, 30 Jan 2013 18:28:58 EDT

Johkal posted : I have personally & seen other members steer people from "Rants" to solutions.

Re: [Rant] Comcast Treats Long-Time Customers Like Garbage

Wed, 30 Jan 2013 17:57:50 EDT

NetFixer posted : What's the problem here? Why are so many posters offering advice to the OP? The thread title clearly says [Rant]. Let the OP enjoy the opportunity to rant.

Personally I am looking forward to reading the upcoming [Rant] about the new WISP service. ;)
--
A well-regulated militia, being necessary to the security of a free State, the right of the people to keep and bear arms shall not be infringed.

When governments fear people, there is liberty. When the people fear the government, there is tyranny.

Re: [Rant] Comcast Treats Long-Time Customers Like Garbage

Wed, 30 Jan 2013 13:54:00 EDT

medbuyer posted :

said by JohnInSJ:

said by Geno71:

You guys are overlooking the fact that it does not cost Comcast one penny extra vs. last year or the year before to deliver my service.

This assumption ignores reality.

I wonder where he got that assumption...

cost of everything goes up, not down and is true for everything. simple economics

to the OP:

can you tell us what speed did you have back then 11 years when you started with Comcast?

Re: [Rant] Comcast Treats Long-Time Customers Like Garbage

Wed, 30 Jan 2013 13:27:12 EDT

hortnut posted : I have come to the conclusion that different portions of Comcast's Territory yield different results as to Tech Support and/or problems with Infrastructure.

In my area - the Pacific NW, I have had relatively little problem with speeds and dealing with Tech Support. For that I am thankful. Most phone techs are local.

History- First in my area to get Cable Broadband with @Home, later taken over by ATTBI and then Comcast. First had it in 1999 or so. And been with Comcast in some shape or form since. First speed was 1.5. Not sure of the cost.

Chat Support - used once, and will never use it again. It is a waste of time and for the lazy in my opinion. Voice to voice is faster and one can "read" the other party on the line, much better.

Price - It does irritate me, that Comcast offers a special low initial price and then when promo is over, it price seems to jump fairly high. But depending upon what level of service one has, it just takes a call to get a lower price. It is a hassle, but part of the game.

Price Increases - Everyone increases the price without the benefit of any other additional services or speeds. A box of Kroger brand corn flakes is almost 50 cents more today than it was in July without better taste, more volume or anything else added. I do not like it, but have little other alternatives other than DSL, which in my area has its pluses and minuses. Take a gander at the article on the front page of this site today: »Time Warner Jacks Rates Up to 17.6% in Los Angeles "Time Warner Cable has informed Los Angeles area residents that they'll be seeing price hikes as high as 17.6% on broadband and television services."

Your Speeds and other performance complaints
- As to your complaint that you are paying for 20 or 25 and not getting it, what have you done to determine what you are actually getting the Speed you are paying for? Posted Signal Levels, Posted Speed Tests, Do you have the latest Modem to take advantage as to latest technology. Have you run the steps outlined in this FAQ and posted required information? -

»Comcast High Speed Internet FAQ »How To Get Help! You may wish to start a new topic, referencing this thread. There are a lot of knowledgeable folks here that are willing to help. They, like me, are just simple users and not associated with Comcast, other than customers.

If I may suggest, based on you first post and subsequent posts, that you go back and address your Speed Complaints.

hth

Re: [Rant] Comcast Treats Long-Time Customers Like Garbage

Wed, 30 Jan 2013 12:38:44 EDT

JohnInSJ posted :

said by Geno71:

You guys are overlooking the fact that it does not cost Comcast one penny extra vs. last year or the year before to deliver my service.

This assumption ignores reality.
--
My place : »www.schettino.us

Re: [Rant] Comcast Treats Long-Time Customers Like Garbage

Wed, 30 Jan 2013 12:22:19 EDT

pflog posted : It sucks, but this Economics 101: Supply and Demand.

If there is no competition in the area, they're under no obligation to incur the cost of upgrading the equipment to provide faster speeds. Comcast is a publicly traded company, and as such their allegiance lies with their shareholders, not with the average consumer. Again, it sucks, but that's just the nature of big business, sadly.
--
"I drank what?" -Socrates

Re: [Rant] Comcast Treats Long-Time Customers Like Garbage

Wed, 30 Jan 2013 12:12:25 EDT

Geno71 posted : Also Re: FiOS - I will not get that 50 Mbps (Comcast) service boost we've mentioned, because I live near Chicago, where Verizon sold their license to some podunk internet company, who never implemented FiOS and is now apparently going out of business.

Very convenient for Comcast, and pretty strange (don't you think) that Verizon would just walk away from such a hugely lucrative market? Hell, even if they price fixed the way they do with AT&T and Sprint for mobile data plans, they'd still stand to make a mint.

Re: [Rant] Comcast Treats Long-Time Customers Like Garbage

Wed, 30 Jan 2013 12:00:10 EDT

Geno71 posted : Johkal: a couple of those edits were just for typos, and the big one was to clarify earlier in the post (because many people simply will stop reading after one or two paragraphs in our "MMS culture") what I was receiving as a service level. People seemed to think I was getting FiOS or a total of 4Mbps, so I clarified to avoid further problems.

BACK TO BASICS:

This is about:

1) Perpetually increasing prices without even periodic increases in service quality. Only 1 minor speed bump in the last 4 years and one other bump a few years prior to that -- but my rates were much lower then. I think around $49 if I remember right, so I didn't have a problem with it back then.

Today, stuck at the same bandwidth and paying $70+ (climbing yearly), I have a problem with it -- it's unethical.

2) Dishonest billing practices where they claim to "meet you half way" by giving you a one-time credit (which I was willing to live with), and then the very next month pull the underhanded CHARGE BACK for that same credited amount! And on top of that charging me a "late fee" because I paid the "credit adjusted monthly fee" instead of my regular "full" fee.

3) Customer Service agents who routinely dodged my questions about the simple math of how my bill got so screwed up, and ultimately "leaving me on 'chat hold'" instead of doing the right thing and helping me resolve what should've been a simple situation to address, since no service level changes were involved or anything like that.

Sorry guys but there is no rationalizing or excuse-making for any of this stuff with respect to someone who has been a loyal customer for over 10 years. :) It's a generational thing. Younger people find it acceptable when companies use shady billing practices because it's all they've ever known. Phone companies do it, insurance companies do it, internet companies do it and they all give you the run-around until you get tired of asking for help.

To some of you it's just "normal business". To those of us who remember not so long ago when customers were not treated with bait-and-switch-like tactics, double-speak from reps, and even reps who can't properly speak or understand English... it's not normal or acceptable.

All they have to do, is keep the increases down to a minimum, OR provide addition (incremental) service boosts every couple years, to keep someone like me happy. But they don't do that. They try to have their cake and eat it too.

FiOS: the deal IS... in markets where FiOS is starting up and competing with Comcast service levels, Comcast is taking the 25 Mbps customers (who pay around $72 like I do now), and giving them 50 Mbps upgrades at no extra cost (over time -- it may take a year or two for it to all shake out).

Of course, once they get that 50 Mbps I'm sure they'll start up with the $3-5 annual increases just like always and claim "it's necessary to pay for all these facility upgrades", but of course those upgrades happened a long time ago. Those customers getting a boost to 50 Mbps... it has nothing to do with a structural upgrade of Comcast's systems. They're simply "turning up the water pressure" and allowing customers to enjoy more bandwidth, that has been available in their area for many years (just not "turned on").

Re: [Rant] Comcast Treats Long-Time Customers Like Garbage

Tue, 29 Jan 2013 20:53:38 EDT

weescotsman posted : "So unfortunately I think the fellow who said "I'll be getting double speed soon" is incorrect"

you could have googled it to check

»www.pcmag.com/article2/0,2817,2407585,00.asp

The company said the new Internet options will be available "across many major markets," including Boston, Hartford, Philadelphia, Pittsburgh, Harrisburg, Wilmington, Baltimore, Washington, D.C., Richmond, and New Jersey.

No sure if anyone else can pitch in to confirm but i believe there was a post about it to confirm,

Re: [Rant] Comcast Treats Long-Time Customers Like Garbage

Tue, 29 Jan 2013 19:40:38 EDT

anon posted :

said by PeteC2:

Well, I do understand. Nobody likes paying an increase for anything...however, what commodities/services never go up in cost?....

Re: [Rant] Comcast Treats Long-Time Customers Like Garbage

Tue, 29 Jan 2013 19:36:32 EDT

Johkal posted : I'm not picking on you, but you assume we don't read your entire topic because portions of your topic isn't clear; hence why you edited your topic 4 times. ;)

Re: [Rant] Comcast Treats Long-Time Customers Like Garbage

Tue, 29 Jan 2013 18:33:37 EDT

rody_44 posted : You do know you pay the same as us. We have fios available yet your comcast costs the SAME as us. Fios came about because you stated fios changes the rules. Im pointing out it doesnt but this is why dios pricing was brought into it. as you can see fios is more expensive and doesnt change comcasts prices unlike what many like to think.

I have (what I believe to be) the Preferred level of service that in recent times was $69.95 until they jacked up the rate again this month. Apparently I have hope of getting a 2x bandwidth increase one day, but only when FiOS reaches my area and I Comcast perceives a threat.

»Post here: Blast 50/10 or 50/15 or Extreme 105/20 upgrades

No FiOS as yet, but you can bet if it gets here first I won't be waiting around to ask Comcast for a "free upgrade" that I should've gotten over the last 4 years as part of my fee increases.

They have huge capacity to increase everyone's bandwidth but won't do it until they face the prospect of a mass exodus in a particular market due to superior product like FiOS or Google Fiber.

Re: [Rant] Comcast Treats Long-Time Customers Like Garbage

Tue, 29 Jan 2013 17:56:38 EDT

Geno71 posted : You know it's a bit of an OT comment in my own thread but I have noticed everyone from customer service people to regular customers in places like this, routinely skip over the majority of details in every post then offer an opinion.

I have two people here accusing me of incorrectly naming FiOS prices and I never named any! lol I have no idea what FiOS prices are and I don't care. I brought FiOS up because it is in cities with FiOS service (apparently never coming to Chicago because Verizon was paid off to sell off their IL service / license to some no-name company, which is now conveniently going out of business).

So unfortunately I think the fellow who said "I'll be getting double speed soon" is incorrect. Nobody in Illinois is getting FiOS, therefore they are not going to get Comcast's 2x boost for existing tiers. Another unfair practice: charging $72 for 25mbps in one market and $72 for 50Mbps in other markets.

The bottom line is, Comcast has a regional monopoly in every big city it operates in, and that is how they get away with annual price increases, with no annual improvement in service quality. I am willing to bet most of you saying "no big deal" are too young to remember when increased costs = increased benefits.

No it's not illegal what Comcast is doing but is is unethical the degree to which they do it. I ask again, how many times adding $3 to the bill for the same 25Mbps, before it becomes "sketchy" as they say? $75 is going to be OK for you guys. What about $78 or $81? Too much? Should I expect more at $84?

You guys are overlooking the fact that it does not cost Comcast one penny extra vs. last year or the year before to deliver my service. In fact because of capital costs being paid off in my area over time it probably costs them LESS than it used to maintain and deliver the facilities that make this service possible.

People need to expect more for their money over time and not stay silent. Simple as that. Otherwise you're going to be a generation of people who get screwed by everyone from insurance to internet.

Nothing I'm suggesting here is unreasonable.

Re: [Rant] Comcast Treats Long-Time Customers Like Garbage

Tue, 29 Jan 2013 12:20:33 EDT

PeteC2 posted : Well, I do understand. Nobody likes paying an increase for anything...however, what commodities/services never go up in cost?

Yes, my internet service has risen in recent years...not as much by percentage as the cost of gas, postage stamps, most fresh produce, coffee, electricity to my house...I could go on and on, but you get the idea, right?

I think that it is anyone's right to decide that a price increase is beyond what they are willing to pay - no argument there, but it does not in any way constitute being treated badly as a customer - Long-Time or not.

I do not blindly ascribe to Comcast as some sort of benevolent super customer friendly entity, but I have sure seen worse!
--
Deeds, not words

Re: [Rant] Comcast Treats Long-Time Customers Like Garbage

Tue, 29 Jan 2013 10:04:46 EDT

medbuyer posted : I've had a speed bump in a year within my Biz starter contract for the same price I signed up for...

Re: [Rant] Comcast Treats Long-Time Customers Like Garbage

Tue, 29 Jan 2013 08:28:36 EDT

JohnInSJ posted : Good luck with your new broadband company. I truly hope you find one that meets your needs.

My comcast experience on business class has been far better than that, but then

* there is no promo discount period and
* I understand that prices rise over time

Last I checked, the gas they sell me at the "pump and go" isn't 3 times better at $3.50 a gallon than it was when they charged me $1.17 for it not that long ago.
--
My place : »www.schettino.us

Re: [Rant] Comcast Treats Long-Time Customers Like Garbage

Tue, 29 Jan 2013 07:14:34 EDT

rody_44 posted : this is the promotion i get when i enter my bucks county address and its promo pricing

xxx Reservoir Rd, Quakertown PA 18951
Frequently Asked Questions

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Packages FiOS
3Mbps/1Mbps FiOS
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Service Charge $54.99/month $64.99/month
Initial Charge $69.99 $69.99
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Included Features Modem
�€� Wireless Router
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�€� Wireless Router
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�€� Computer Installation
Modem
Wireless Router Included

Wireless Router Included
Home Networking
Computer Installation Included

Computer Installation Included
Service Charge $54.99/month $64.99/month
Initial Charge $69.99 $69.99

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Verisign WhiteFence's Best Price Guarantee Powered by WhiteFence

Re: [Rant] Comcast Treats Long-Time Customers Like Garbage

Mon, 28 Jan 2013 23:55:18 EDT

BronsCon posted : Don't feel special, they treat *all* their customers like garbage.