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mapiper

join:2004-01-11
Indianapolis, IN

1 recommendation

A Resource Guide for Complaints Against Comcast

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:
»www.cmcsk.com/phoenix.zhtml?c=11···ovManage
Send the letters to the management team c/o
Comcast Corporation,
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:
»www.fcc.gov/cgb/complaints.html
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:
»www.fcc.gov/contacts.html
It is also helpful to cc your Senators and Representative. A list and contact information is available here:
»www.congress.org/congressorg/dbq···=congdir
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
»www.congress.org/congressorg/web···nate.gov
The House Subcommittee on Telecommunications and the Internet
»www.congress.org/congressorg/web···ouse.gov
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:
»complaints.bbb.org/Welcome.asp
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.



draven
Ex-Mod 2004-10
join:2002-02-20
my bunker

Good information. Perhaps this is FAQ worthy?


RoundTuit

join:2001-12-28
Columbia, MD
reply to mapiper

said by mapiper:
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.

You are right -- leaving a message on the abuse hotline is a waste of time. It is their way of getting rid of you and not having to deal with the problem.

The key is to convince the customer service rep to open an abuse ticket. Once they open a ticket someone has to look at it, and it is more likely that the problem will be fixed. Make sure you get the ticket number.

The advice to be firm but polite is also good.


mapiper

join:2004-01-11
Indianapolis, IN

Re: A Resource Guide for Complaints Against Comcas

quote:

The key is to convince the customer service rep to open an abuse ticket. Once they open a ticket someone has to look at it, and it is more likely that the problem will be fixed. Make sure you get the ticket number.

Thanks for the backup, guys. Just a note, though...if you look on the AUP Violation letter, there already is a ticket number on it. Make sure to reference it any time you discuss the matter with Comcast.


mapiper

join:2004-01-11
Indianapolis, IN
reply to mapiper

I just had an interview with Ellen Lee of the Contra Costa Times. Supposedly for an article in the business section. She asked some basic questions concerning the Comcast situation, such as why I received the letter, how I reacted to it, how I use the internet, etc.

I don't know much about the CCTimes, aside from what a friend who lives in the bay area told me about them (primarily an advertising vehicle), so I'll be interested in how the story turns out. I don't know if they are essentially a pro-business or pro-consumer paper or if they lean left or right.

I gave her some additional resources to check into as well.

Michael



Mei Guo Ren

join:2001-11-05
Silver Spring, MD
reply to mapiper

If you have a local government cable commission, you should contact them the instant you find Comcast unresponsive. The power and responsiveness of local cable commissions will vary by locality. Some will do nothing. Others are very pro-consumer, and may even have penalties built into their cable contract.

In Montgomery Co. MD, for example, a formal complaint to the cable commission will bring multiple phone calls from Comcast within 24 hours. Why? They are fined for having too many customer service complaints, and the cable commission has the power to terminate their contract or deny them a monopoly when their contract is up for review. Just make sure you stay in the loop, and do NOT let Comcast or the Commission mark your issue as "resolved" before it really is. Comcast will always tell the CC that your issue is resolved.

Attend your local cable commission meetings (usually monthly) and publicly state your complaint. Try to organize other in your area with complaints and unresolved problems. It's all about making $$$, people, and that depends on local monopolies granted by the cable commission.

Final bit of advice-- if you are going to take this route, be prepared for counter charges if you have been running a file server or p2p 24/7, or are otherwise open to charges of engaging in questionable activity.


phoneman5711
Premium
join:2003-09-30
reply to mapiper

Re: A Resource Guide for Complaints Against Comcast

Great post, mapiper. Good luck.

What is your problem with Comcast that caused you to reach this point?



mapiper

join:2004-01-11
Indianapolis, IN

Re: A Resource Guide for Complaints Against Comcas

please see my post
»Re: Kafka, er...Comcast letter

While not a complete history of my dealings with Comcast, it covers the basics.