Here are some tips on filing a complaint against Comcast, as well as a log of the steps I have taken in the process and what results I have received.
1) The customer service reps will give you the IP Network Abuse number: 1-856-317-7272. Be forewarned that all you can do at this number is leave a message for someone to call you back. The chances of someone calling back are slim to none
A direct line to speak with a live person at the abuse department is 1-856-317-7200. This connects to an operator (who cannot answer any of your computer-oriented questions), ask to be transferred to a Network Abuse rep. Stay calm, don't be argumentative but at the same time be firm. It helps to have some written notes in front of you...talking points to help explain your issues and keep you on track if the discussion gets railroaded, as often happens with the reps in this office
The Network Abuse reps won't provide any useful information, but be sure to log their names for future use. I've spoken with Gary Lipscomb (the manager of that department) among others, and he provided no useful information, but I have the fact that I spoke with him on record.
2) Contact the Executive Offices at: 1-215-665-1700 or 1-215-665-2278. It always is beneficial to get as high up the food chain as possible with large corporations. Just remember to always stay calm, be polite and be concise....don't ramble. Again, notes are helpful. Tell them you want to file a formal complaint and be specific about the issues involved. Again, log any names of people you speak with. This will probably yield no results again, but is an important step in the process.
3) Write a formal letter of complaint to the top management of Comcast. Be very nice but firm, keep things concise and to the point. Try to keep it to one page if possible, two at the most. Start with Brian Roberts, the CEO. Send cc's to the rest of the management team and to each of the directors of the board.
The names of the management team and board of directors is available here:
Send the letters to the management team c/o
1500 Market Street,
Philadelphia, PA 19102
Use Google to find the mailing addresses of each of the directors.
4) File a complaint with the FCC Consumer Complaint division. Information on how to do this is here:
I also cc'd Chairman Powell and each of the Commissioners of the FCC when I filed my complaint. Contact info for them is here:
It is also helpful to cc your Senators and Representative. A list and contact information is available here:
While they all have email available, it is better to send hard copies by snail mail. While the email is read by their staffers, much of it doesn't make it to the Congressperson. A higher priority is usually
placed upon physical letters...they have a better chance of being seen. And again, try to keep it one page, two at the max.
Also send letters to the Chairman of the following two Congressional subcommittees that oversee internet issues:
The Senate Subcommittee on Communications
The House Subcommittee on Telecommunications and the Internet
Be extremely polite, concise and professional. Briefly explain the issue, ask them to please look into it and let them know you value their time.
5) File a complaint with your local Cable Franchise Board (found in your local phone book). Also file a complaint with your State Attorney General. Often, they will have a website set up for people to do this.
6)Finally, file a complaint with the Better Business Bureau. You can do this online at:
Be sure to read their website thoroughly...they are very picky about what they will accept complaints for, and what information is necessary in order for them to proceed with a complaint.
To date, I have received a response from my Cable Franchise Board director, promising to look into the matter with the local Comcast franchise. After only one day past date of contact, it's a promising beginning. I have also received a note from the BBB that they are beginning the process of investigating my complaint...this may take up to a month however.
Be aware that processes such as these take time. No results are going to be seen overnight, and many government agencies can take months to deal with a complaint. Please be patient, and give them at least 30 days before checking back with them for a status report.