[Price] Moving Service To New Address - Lied to about price?
I have Internet+HBO Go (and an unopened SD TV box, since I have no TV) for $44.99/month (+8 modem rental +3.01 fees = $56 total). I called and asked for service at a new address, temporarily having service at two addresses until the move is complete. I asked if I could get the same package for the same price. The guy said yes. After the order was placed, I asked him to confirm that it was 44.99/month and the total would be 56/month after all the fees, and he said yes. Today I got the installation kit and signed into the account, only to find that they raised the price to 59.99/month + 10 modem rental. I didn't even want a wireless gateway, I have my own wireless router, and I was clearly lied to about the price. I called back in and they told me that price is no longer available anywhere and I can't get it. What the heck? How can they just lie to me and then say 'sorry, but you're screwed and you can't cancel now?'
Re: Moving Service To New Address - Lied to about price?
Welcome to Comcast. Youll likely have to fight with one or more people to get what you were promised. You can find more information on this phenomena at:
[Price] Re: Moving Service To New Address - Lied to about price?
I was on the phone for 30 minutes just now. I told them to just come get the equipment, and the said there'd be a charge for that. I said no, you guys lied, it's your mistake, you come get it and I'm not paying for your mistakes. I have no idea what happened now as the lady basically just hung up on me.
Re: [Price] Moving Service To New Address - Lied to about price?
It's a shame there is no Comcast Direct forum or anybody on here that can help anymore. I seem to remember a few years ago that you could actually find people able to get things done by posting in Comcast Direct.
Well, I canceled the service and told them I refuse to pay for anything. Let's hope they don't decide to still try to bill me for delivering equipment or 0.1 days of service or something.
Well I guess they can except to waste more money paying all their customer support people to figure out how to credit the account whatever they are trying to bill me for until it balances out to zero, because I'm not paying for their lies and mistakes.
I said no, you guys lied, it's your mistake, you come get it and I'm not paying for your mistakes.
While it's a pain in the tush, you should really personally return your equipment at a Comcast location and GET A RECEIPT. Keep that receipt for the returned equipment --- forever. I live in your area and my experience is that the techs scan in the equipment and do NOT issue receipts. Comcast has a very bad habit of turning folks over to collections for so-called unreturned equipment.
You can *try* sending an email to the escalation department. Include all of your account info. My experience with that is it takes the Michigan ESL dept 3-14 days for them to reply with a canned response (asking for the account info, lol) and THEN they will reply. But it's better than dealing with the phone robots.
I didn't even want a wireless gateway, I have my own wireless router.
The new equipment fee is $10 a month regardless if you get a modem only or WiFi router with modem. Your old account doesn't reflect the fee change because you're under an active promotion. Any new accounts or changes or expire of promo's result in the new pricing.
As for the 44.99 vs 59.99, well that's just them screwing up. Call and ask for retentions. A 44.99 does exist in most markets for Internet Plus which is what you have.
You would be better off to spend $70 bucks and buy your own modem. It would pay for itself in 7 months and after that pure savings.
Thanks to the person who told me to file a complaint. I used the form at »www.dleg.state.mi.us/mps ··· mplaint/ and would recommend anybody else use the same form in Michigan if Comcast lies to you as well...
I didn't even want a wireless gateway, I have my own wireless router.
The new equipment fee is $10 a month regardless if you get a modem only or WiFi router with modem. Your old account doesn't reflect the fee change because you're under an active promotion. Any new accounts or changes or expire of promo's result in the new pricing.
As for the 44.99 vs 59.99, well that's just them screwing up. Call and ask for retentions. A 44.99 does exist in most markets for Internet Plus which is what you have.
You would be better off to spend $70 bucks and buy your own modem. It would pay for itself in 7 months and after that pure savings.
There's nothing for less than $49.95 in my market - except 3 mbps internet service. The issue will most likely be moot for the OP in Michigan if the Comcast/Time Warner merger is approved. Robyn
I already know that Comcast might spin off some of its areas into a new company. My original question was meant to convey: what about Comcast spinning off their customers makes you think that the OPs issue (being mislead about prices) will be "moot"?
I already know that Comcast might spin off some of its areas into a new company. My original question was meant to convey: what about Comcast spinning off their customers makes you think that the OPs issue (being mislead about prices) will be "moot"?
I suspect any new company would have new prices/packages. Could be wrong about that.
FWIW - our standalone internet prices here are in general higher than the OP is seeing. $29.95 for 3 mbps - $49.95 for 6 - $65.95 for 20 - $67.95 for 50 - and close to $90 for 105. Also - I think the prices went up on the 1st of the year. Perhaps the OP was quoted a "2014" price and started service after a new "2015" price went into effect. Without a contract or a promo package - you're subject to rate increases when they go into effect. Robyn
I called in January 2015, less than a week before the kit arrived in the mail. I was quoted 44.99 for Internet+HBO because that's what I'm currently paying at my old address (and wanted to have both accounts side-by-side for 1-2 months). I'm still paying 44.99 at the old address and February's bill just came for that. Still 44.99. Modem rental went up from 8 to 10, but the base price is still 44.99 there.
I don't know what the name of the package I'm on is called, and frankly don't really care. I get 30/6 on speedtests, so it's probably the 25 one, but conflicting information from the Comcast people on the phone think my old address should be on 50 or the new service is 50. Some people said Internet Plus is 25, others said Blast is 25. I don't really know, and maybe even the speed for the names varies from one part of Michigan to another. Doesn't really matter to me either way though, 25 is basically the same as 50 for all I care. I'm not sure at what resolution streaming video would need 50, but it's gotta be pretty high.
That package is 39.99 around here. You sure that price isnt just the first months price which always is higher. On the other side i dont see free self install kit included which means first bill should have. The other thing the package says is regional sports fee is applicable along with the broadcast basic fee. If your still on a promo them fees might be applicable with the newer plan and still grandfathered in on the old plan. In any case if it isnt listed on your available plans they wont be giving it to you.
Nobody at Comcast is responsible for what they say. They've lied to me many times about their TV service prices, too. I gave them one last time to give me the price they promised, but they claimed they couldn't. The last time they did this to me, I filed a BBB complaint. They actually lied their way around this, too. I finally went to Directv for TV. By the time my internet promotion expires, we should have a fiber optic company to choose from as an alternative! Then it's buh-bye Comcast!!
As much as I'd love to see fiber come to Michigan, I can't help but think the reality is the AT&T and Comcast gap is just going to grow more and more. AT&T's speeds and prices are getting slower and higher than Comcast more and more as the years go by, and there are still way too many "suburban" areas that can't get U-Verse at all. With Verizon recently shelving all future Fios deployment too, fiber's future isn't looking too bright right now.
On the technology side, I think cable is basically the only option for Internet anymore, but on the service side, I've never seen a company as terribly strung together as Comcast. However, filing a complaint at the Public Service Commission website actually got me a call from "Comcast Executive" to discuss the complaint.
That's because the Michigan PSC doesn't regulate Cable TV/Internet service providers (excerpt from their website, »www.michigan.gov/mpsc/0, ··· 0.html):
PLEASE NOTE: Pursuant to PA 480 of 2006, the Michigan Public Service Commission (Commission) does not regulate video/cable television providers as public utilities. In addition, the Commission does not regulate satellite television providers or internet service providers. Some of the issues may be regulated by the Federal Trade Commission (FTC).
An informal video/cable television complaint can be sent to the Commission by completing the form on the Commission's website, calling the Commission's Video Franchise toll-free number (1-800-292-9555), faxing the complaint to 517-284-8200 or mailing a letter to the Commission.
They probably just forward the complaint to Comcast's Gov't Relations group, who then has an Escalations "Account Executive" make customer contact to try to resolve the issue.
Try contacting your local franchise administrator (listed on your bill). You could possibly file a complaint with the state attorney general's office.
I moved from Ypsilanti to Detroit 5 years ago and moved service with me. The rep told me that yes I could take my equipment with me and there would be no issues with using my free DTAs at the new address.
Of course, that wasn't the case. Turns out when the installer arrived at the new address to setup service, I was told that I couldn't use the equipment I had brought with me as it belonged to another market. I was told I had to return that equipment to the office for that market and get equipment from a Detroit office. So at that time the free DTAs I had for 6 months got turned in and when I got DTAs from a Detroit office, I was then being charged for them.
What a pain in the ass to go all the way back to return equipment, go all the way to the Detroit office from there to get new equipment (which looked like it was beat to hell), and have my original agreement broken. Then when I get home to my new address, 2 of the 4 DTAs would not even work which meant yet another trip to the office again.
I dealt with it until my 3 month promo at the new address was up. After that, I turned in all the equipment, canceled television service and kept internet only (I have my own modem).
The reps really don't care about anything as in our cases, it's another sale and nothing more. They will tell you any lie to get the sale because once that sale is made, nothing else matters to them. The reps and Comcast have no consequences for lying to customers as it will be the customer who will have to be the one to deal with the hassles and get things straightened out.
I moved from Ypsilanti to Detroit 5 years ago and moved service with me. The rep told me that yes I could take my equipment with me and there would be no issues with using my free DTAs at the new address.
Of course, that wasn't the case. Turns out when the installer arrived at the new address to setup service, I was told that I couldn't use the equipment I had brought with me as it belonged to another market. I was told I had to return that equipment to the office for that market and get equipment from a Detroit office. So at that time the free DTAs I had for 6 months got turned in and when I got DTAs from a Detroit office, I was then being charged for them.
What a pain in the ass to go all the way back to return equipment, go all the way to the Detroit office from there to get new equipment (which looked like it was beat to hell), and have my original agreement broken. Then when I get home to my new address, 2 of the 4 DTAs would not even work which meant yet another trip to the office again.
I dealt with it until my 3 month promo at the new address was up. After that, I turned in all the equipment, canceled television service and kept internet only (I have my own modem).
The reps really don't care about anything as in our cases, it's another sale and nothing more. They will tell you any lie to get the sale because once that sale is made, nothing else matters to them. The reps and Comcast have no consequences for lying to customers as it will be the customer who will have to be the one to deal with the hassles and get things straightened out.
Best I can recall - I have always received the packages I thought I was buying (whether they were from Comcast or another service provider). All were confirmed by emails. Note that I always deal directly with providers - and never use third party "independent contractor agents". Sometimes - when I read some messages here - I suspect that some people aren't dealing directly with providers (and - in some cases - it's clear that they aren't).
That said - the Comcast office that used to be closest to us was an "independent contractor" storefront in a somewhat "downscale" part of town. And the only equipment you could get there was the pits. Old - dirty - disgusting - banged up. Comcast has closed all its independent contractor offices in my market. My closest office now - an official "Comcast office" - isn't quite as close - but all of the equipment there is new/refurbished and looks presentable.
Still - I generally order new/replacement equipment by mail. Costs $9.95/order - but the order always includes cables (including HDMI cables for TV boxes). Between cables and the gas I save - I figure I'm getting my $9.95 worth (not to mention that the same package with the cables would cost me $15 if I picked it up in person (although the box itself would be free). Robyn
Update on how terrible Comcast has been still. On the 20th I called to ask about transferring service, which the person said was basically canceling and ordering new service anyway. The person in the transfer department offered me $49.99/month for the Internet+HBO though, so I said I'll do that. No idea why nobody else in any other department could offer that. On the 21st I got the call from Comcast Executive and told him about the price lies, and then he confirmed my order for the service at 49.99.
Today, the 29th, I called to see why I hadn't gotten any equipment yet. Apparently Comcast never even gave it to UPS, and now the account was canceled altogether as of the 27th. This person offered me $44.99 ($5 cheaper still, and now it's at the original price I'm still paying at my old address too) to place a new order and told me to call back tomorrow to get a tracking number.
Meanwhile, the first bill arrived for $28.22 after the cancellation credits. Apparently Comcast starts billing on the day you place the order, not the day you get the service! At least they promised to issue a credit when I called about it, since it was within 30 days.
Now I have 3 account numbers for the new address, no equipment, and no idea if I can ever get service here again...
Now I have 3 account numbers for the new address, no equipment, and no idea if I can ever get service here again...
Fun isn't it...
I transferred my service recently to a new address that I'm moving to tomorrow and it took 17 times calling in to get the correct price and transfer setup. The department for doing transfers has no clue what to do half the time and they lie. The first time I called I was told my bill would stay the say 120 w/ Taxes but then logged in and the bill was 140 and they started service 2 weeks before I moved there. Many calls and accounts later I figured it out the right department to go to is Online Sales. The guy I talked too took care of everything and got me in touch with the right retentions rep. who got me on an even better deal. $99 for x1 Preferred w/105 extreme.
Now I have 3 account numbers for the new address, no equipment, and no idea if I can ever get service here again...
Sympathies ! When I transferred service a couple of years ago, my nightmare was the subcontractor-from-h*ll who did the set up left me with different account numbers and NO access to email accounts. Only took about 8 hours of non-stop calling to (eventually !!) get a CSR who knew how to fix it. And that was 2 years ago when the service was better. Hope you get your stuff sorted out.
Sounds to me like the account was flagged. Most likely the last person that lived there still owed money on it. Had the original CSR went thru with the transfer and not the so call basically ordering new service it wouldnt have happened. But of course they wouldnt have gotten as big a commission if they did the transfer instead of the new install. If your transferring service tho you just take the equipment over and plug it in. No clue what you were given or even asking for at this point. Generally pretty well goes when tranfering service you take your equipment to the new place plug it in and call. Nothing gets sent.
Finally got equipment. They send the biggest TV box they could find for me to store and not use apparently. I've never seen such a monstrosity, and I know they have tiny boxes because I have one still shrink-wrapped at my last location. And of course, they sent a wireless gateway even though I requested a non-wireless cable modem. I have my own wireless router that includes 5GHz and other things that this one doesn't. The funny thing is even after disabling the WiFi on it and putting it into bridge mode, it clearly still broadcasts a blank SSID on channel 1. Not 'xfinity' or anything, just blank.
Oh and to top it all off, the IP address I get reverse-DNSes to hsd1.nj.comcast.net and Google Maps/Speedtest/etc always thinks I'm in New Jersey instead of Michigan.