dslreports logo
site
spacer

spacer
 
   
spc
story category
Comcast, Charter Sued Over Outage Credits
Users Had to 'Jump Through Hoops' After Nor'Easter
by Karl Bode 09:05AM Wednesday Nov 23 2011 Tipped by IowaCowboy See Profile
Comcast and Charter Communications were sued in Hampden County (MA) Superior Court in a pair of class action suits that claim the companies failed to provide automatic credits for service caused by October's freak Nor'Easter. A significant number of customers went without service for several weeks, and claim they had to "jump through hoops" to get service credits. "If I don’t provide a service, I can’t expect to be paid for it," insists one suit participant. Companies also had similar problems earlier in the year due to Hurricane Irene, after which companies like Cox gave service credits while getting credit from Comcast proved to be a little more complicated.

Update: While power outages from the storm in Connecticut took longer for utilities to resolve than elsewhere, ISPs in that State are being commended by the State AG for issuing credits. AT&T in particular says they're giving credits automatically:
quote:
"We will give U-Verse TV customers in Connecticut who experience a service outage for longer than 24 hours a pro-rated credit," AT&T said. "In addition, we will voluntarily give similar credits for U-verse Voice and U-verse High Speed Internet service customers who experienced a service outage for longer than 24 hours. Customers are not required to take any action: the credits will be applied automatically on the customer bill for impacted customers within the next several billing cycles."
Charter also sent Broadband Reports the following statement:
quote:
Our customers are the focus of our business and in difficult circumstances, such as the most recent that New Englanders have faced, we are providing full credit to all of our customers who report their outage. To receive a credit for their time without service, all Charter customers need to do is call us at 1-888-438-2427 or visit one of our three local offices to request credit. We are providing credit to customers for the entire time they were without service; from the time they lost power to the time their Charter services were fully restored.

Since we have no way of knowing how long a particular customer’s power was out (and it varied considerably from town to town and from street to street in every community,) we are offering each customer an opportunity to report their individual situation to us. And whether the loss of service was related to damage to our plant or was specifically a power outage that prevented a customer from receiving our services, we are providing credits to them that exceed requirements under the law – because it’s the right thing to do.

view:
topics flat nest 
pandora
Premium
join:2001-06-01
Outland
kudos:2
Reviews:
·ooma
·Google Voice
·Comcast
·Future Nine Corp..

I never called

I never called, but don't think the $10 credit would be worth my time.

This was an act of god, and Comcast had extra costs to cover during and after the storm to repair it's infrastructure.
--
"People demand freedom of speech as a compensation for the freedom of thought which they seldom use."

cdru
Go Colts
Premium,MVM
join:2003-05-14
Fort Wayne, IN
kudos:7

Re: I never called

said by pandora:

This was an act of god, and Comcast had extra costs to cover during and after the storm to repair it's infrastructure.

If it was a few hours or a day or two, then I would agree with you. But if service was out for several weeks, then a pro-rated or partially credited month I think was in order.

Comcast's extra cost to repair after the storm is Comcast's problem, not the customer's problem directly.

newview
Ex .. Ex .. Exactly
Premium
join:2001-10-01
Parsonsburg, MD
kudos:1
Reviews:
·DIRECTV
·Comcast

Re: I never called

said by cdru:

Comcast's extra cost to repair after the storm is Comcast's problem, not the customer's problem directly.

Agreed ... this is a cost of doing business, as much as gasoline, vehicle maintenance, labor, insurance etc. You can be assured those costs are factored in the price for service to the customer and unforeseen expenses such as the storm should be also.
pandora
Premium
join:2001-06-01
Outland
kudos:2
Reviews:
·ooma
·Google Voice
·Comcast
·Future Nine Corp..
I was out for about a week from Comcast, but had a Virgin Mobile MiFi that provided internet access.

It is the cost of doing business I guess, but if Comcast incurs a lot of additional costs, they will just be passed on to customers.

Do we all want our free weeks credit, and 6 months later a $5 per month rate hike to cover the cost of doing business??
--
"People demand freedom of speech as a compensation for the freedom of thought which they seldom use."
Skippy25

join:2000-09-13
Hazelwood, MO

2 recommendations

Re: I never called

Oh how silly of the customer!

Maybe everyone should just start kicking in an extra $5 every month to every service they subscribe to just to make sure these poor companies don't run into any unforeseen problems that may cost them a little money.

Boo Freaking Hoo!
pandora
Premium
join:2001-06-01
Outland
kudos:2
Reviews:
·ooma
·Google Voice
·Comcast
·Future Nine Corp..

Re: I never called

said by Skippy25:

Oh how silly of the customer!

Maybe everyone should just start kicking in an extra $5 every month to every service they subscribe to just to make sure these poor companies don't run into any unforeseen problems that may cost them a little money.

Boo Freaking Hoo!

If the cost of doing business goes up, customers will pay.

We can sue Comcast till our hearts content, and if they face higher costs of doing business as a result, rates will increase.

I am crippled by an ability to connect dots, to understand cause and effect. Worse I understand companies must pass the cost of doing business to their customers. It appears others do not suffer the same understanding. At the moment Congress wants to regulate baggage fees on airlines. To require the first checked bag to be free. When they do, take a wild guess at what will happen to the cost of a ticket? Most will have no idea what will happen, however my belief is the cost of airline tickets will go up.

It's the same with Comcast, push them, draw cash, increase the cost of doing business, and watch rates get increased to cover the higher cost of doing business.
--
"People demand freedom of speech as a compensation for the freedom of thought which they seldom use."

cdru
Go Colts
Premium,MVM
join:2003-05-14
Fort Wayne, IN
kudos:7

Re: I never called

said by pandora:

If the cost of doing business goes up, customers will pay.

We can sue Comcast till our hearts content, and if they face higher costs of doing business as a result, rates will increase.

Rates are going up anyways regardless if there was any infrastructure or not. If rates go up, people have the option to not subscribe/resubscribe. But when the company doesn't provide a service for an extended period and they still charge you for providing no service, then you literally are paying for nothing. You don't have an option to retroactively unsubscribe if you don't like how they decide to bill you.

BTW, Comcast's own Customer Agreement specifically says they they pro-rate outages over 24 hours. They also say they "shall not be liable for any inconvenience, loss, liability, or damage" and list everything but the kitchen sink. I'm not a lawyer, but I think there is a difference between those 4 things and your regular recurring monthly subscription fee.
pandora
Premium
join:2001-06-01
Outland
kudos:2
Reviews:
·ooma
·Google Voice
·Comcast
·Future Nine Corp..

Re: I never called

said by cdru:

said by pandora:

If the cost of doing business goes up, customers will pay.

We can sue Comcast till our hearts content, and if they face higher costs of doing business as a result, rates will increase.

Rates are going up anyways regardless if there was any infrastructure or not. If rates go up, people have the option to not subscribe/resubscribe. But when the company doesn't provide a service for an extended period and they still charge you for providing no service, then you literally are paying for nothing. You don't have an option to retroactively unsubscribe if you don't like how they decide to bill you.

BTW, Comcast's own Customer Agreement specifically says they they pro-rate outages over 24 hours. They also say they "shall not be liable for any inconvenience, loss, liability, or damage" and list everything but the kitchen sink. I'm not a lawyer, but I think there is a difference between those 4 things and your regular recurring monthly subscription fee.

I mentioned in another post that my electric service was down for almost 6 days. Comcast was down about an additional day, the rep indicated my area hub had failed and a replacement was being installed.

Since the replacement, speeds are improved and ping times when gaming are nearly cut in half.

I could complain and get $8-$15, even though it wasn't possible to use Comcast during the electrical outage as my generator was only large enough to keep the well, freezers and fridge running.

My Comcast specific outage was for 24 hours. I wonder how many claiming days of no Comcast had no power?

If my state, or other states sue, or if there are a lot of class action suits, my guess is Comcast will factor those into any future rate increase.

So yes, lets push Comcast for every penny we can get now, and wonder later why the next rate increase is higher than expected.

As an aside, my Comcast business hasn't increased in price once over many years. My internet speed has increased greatly, and my ping time with the new equipment they installed after the outage is greatly improved.

Unsubscribing from Comcast puts me with AT&T for about $30 per month on DSL at 1.5 mb down and 384kb up. THAT is my alternative. I guess it'll only cost half as much to get 15% of the download speed, with a cap (Comcast business has no formal cap). I doubt we could stream as we do today on various devices with the alternative ISP.

So yeah, lets all sue Comcast today, in a few months we can read Karl's next blast against Comcast for rate hikes. The cycle will never end. Somebody feels slighted, sues, or our government sues for us, cost of doing business goes up, and customer rates go up. That there is often a lag between these events permits many not to connect them. I sadly suffer from an ability to connect dots like this.
--
"People demand freedom of speech as a compensation for the freedom of thought which they seldom use."
Zoder

join:2002-04-16
Miami, FL

Re: I never called

Don't you think Comcast insures their infrastructure? Surely they've put in a claim for all of the damaged equipment. FWIW, after Hurricane Wilma in 2005 Comcast gave automatic credits to all customers.
pandora
Premium
join:2001-06-01
Outland
kudos:2
Reviews:
·ooma
·Google Voice
·Comcast
·Future Nine Corp..

Re: I never called

said by Zoder:

Don't you think Comcast insures their infrastructure? Surely they've put in a claim for all of the damaged equipment. FWIW, after Hurricane Wilma in 2005 Comcast gave automatic credits to all customers.

I don't know how Comcast insures it's infrastructure. Do you?

As to it's behavior after a hurricane, vs a tropical storm or moderate snow, it's a bit dicier to expect a lot imo.
--
"People demand freedom of speech as a compensation for the freedom of thought which they seldom use."
Zoder

join:2002-04-16
Miami, FL

Re: I never called

Me neither but with billions of dollars worth of infrastructure throughout the country, I can't imagine it's not insured.

ptrowski
Got Helix?
Premium
join:2005-03-14
Putnam, CT
kudos:4
They will increase it anyway...
»'Tis The Season for Another Comcast Rate Hike
pandora
Premium
join:2001-06-01
Outland
kudos:2
Reviews:
·ooma
·Google Voice
·Comcast
·Future Nine Corp..

Re: I never called

said by ptrowski:

They will increase it anyway...
»'Tis The Season for Another Comcast Rate Hike

Yup, and they will increase more if the cost of doing business increased more.

Costs are always passed on to customers. In my town, I can get 20 mb down from Comcast business for $60 per month, or 1.5mb down from AT&T for $30.

I'd rather not pay $65 per month to get the same service from Comcast if at all possible. Others may want their $8-$15 credit now.
--
"People demand freedom of speech as a compensation for the freedom of thought which they seldom use."

whataname

@iauq.com

Re: I never called

I get the idea of that theory. The problem for me is this. What is the alternative? Don't sue, don't get the credit - they will still end up doing the problems?

Let's make it more extreme. Say service was out for a month, due to them messing up. Should you just pay the bill anyway, even though you didn't get the service to avoid having them raise costs later?

It's not like they are going bankrupt if they don't eat this costs either. Why is it automatically assumed they have to raise profits? They aren't riding the black line - they make a steady and high profit. When they mess up it should come out of that profit - not out of the customers pockets.
pandora
Premium
join:2001-06-01
Outland
kudos:2
Reviews:
·ooma
·Google Voice
·Comcast
·Future Nine Corp..

Re: I never called

said by whataname :

I get the idea of that theory. The problem for me is this. What is the alternative? Don't sue, don't get the credit - they will still end up doing the problems?

There are limits of course. However this was an act of god. Not negligence by Comcast. My power was out for about 6 days, within a day of power being restored Comcast was working for me.

When I called support, they indicated it would have been up sooner, but that the hub in my area had failed. This affected many. The rep claimed a new hub was ordered.

The new hub has reduced ping times, and seems to handle internet much better. When playing online games, my ping time is often half what it was before the hub was replaced.

As my power was out nearly a week, and Comcast was out about a day, it's tough for me to ask for a week as it wouldn't have mattered, I had no ability to use Comcast during the electrical outage. I suspect many asking for a week reinstatement also had no capability to use Comcast either.
--
"People demand freedom of speech as a compensation for the freedom of thought which they seldom use."

not quite right
I'm not cool enough to be a Mac person

join:2001-06-23
Puyallup, WA
kudos:1

Re: I never called

Look you just don't get it do you ? People are not trying to get away with something here for free, they just happen to be in a situation where they are subscribers to a monthly service that did not give them service for the entire month. To make matters worse the greedy corporation thought nothing of charging those customers for an entire month, but required them to sue them in a Court of law just to do what they should have done in the first place and give them a credit on their bill.
--
"I'm A PC, And Windows 7 Was My Idea."
pandora
Premium
join:2001-06-01
Outland
kudos:2
Reviews:
·ooma
·Google Voice
·Comcast
·Future Nine Corp..

Re: I never called

said by not quite right:

Look you just don't get it do you ? People are not trying to get away with something here for free, they just happen to be in a situation where they are subscribers to a monthly service that did not give them service for the entire month.

We are in a situation where I understand your concern, and you are unable to understand mine.
--
"People demand freedom of speech as a compensation for the freedom of thought which they seldom use."
Expand your moderator at work

memyself

@myvzw.com
They'll do the $5 or more anyway.

Bugger

@rr.com

Consumer vs Business

What about business customers? Did they get some sort of compensation for the outage?

dscl

join:2001-07-15
Suwanee, GA

Re: Consumer vs Business

said by Bugger :

What about business customers? Did they get some sort of compensation for the outage?

On a business account, I'm sure this is covered in their SLA.

ManOfStihl

@comcast.net

Blame game

Service outages are virtually always the direct result of a tree branch that falls and snaps the power/phone/cable lines.

If you feel you must sue someone, go after the clown that planted the trees under the power lines...and I hope you win.

ptrowski
Got Helix?
Premium
join:2005-03-14
Putnam, CT
kudos:4

Re: Blame game

Seriously? Tell me where I can sue Mother Nature or the guy that planted a tree 110 years ago.
pandora
Premium
join:2001-06-01
Outland
kudos:2
Reviews:
·ooma
·Google Voice
·Comcast
·Future Nine Corp..

1 edit

Re: Blame game

said by ptrowski:

Seriously? Tell me where I can sue Mother Nature or the guy that planted a tree 110 years ago.

I assume the current property owners could be sued. Small trees just planted, before a forced government easement to erect telephone poll don't generally cause problems. Large 100 year old trees that aren't trimmed by anyone, can cause trouble.

Mass legal torts against private individuals are unpopular in our culture, but sticking it to companies (who in return must stick it back to us) is very popular.

We get to have Karl complain about not getting rebated during the outage, and then complain about price increases. It's wonderful if you like to complain. It's not so hot, if you'd care to have stable bills from utilities.

In my state, I went to look at our electric utility CEO who resigned shortly after this fiasco. Turns out he was compensated at about 1/3 the rate other CEO's are who run comparably sized electric utilities.

We want a low paid CEO, and got one, guess this made us feel great. We also got the middle level competence the salary paid would attract. When disasters hit, management wasn't up to the task.

When I tried to look for records at our state public utility commission regarding tree limb clearing, there wasn't much to be found. Our utility has reduced tree limb clearing budgets for almost a decade, and the storms we suffered were a tropical storm and a moderate snow. We have had worse.

With any luck, another under qualified low paid CEO will step forward, and help mismanage our electric utility further as out state government righteously complains about utility mismanagement. All in power win, an unqualified CEO gets paid something, the utility commission gets to hide it's neglect, and our government has a whipping boy.

Those not in a position of political power, lose. As we are stuck without electricity, and with no possible resolution to prevent future similar events. All while paying the highest electrical rates outside of Hawaii.

Feels good though, to stick it to the CEO of our utility and pay him or her less, for some, I guess.
--
"People demand freedom of speech as a compensation for the freedom of thought which they seldom use."

ptrowski
Got Helix?
Premium
join:2005-03-14
Putnam, CT
kudos:4

Re: Blame game

FYI, I live in CT as well. Let's be honest here though, CL&P's response was less than stellar considering the electrical rate we pay in CT which is one of the highest in the country. I have no love for Butler and CL&P.
pandora
Premium
join:2001-06-01
Outland
kudos:2
Reviews:
·ooma
·Google Voice
·Comcast
·Future Nine Corp..

Re: Blame game

said by ptrowski:

FYI, I live in CT as well. Let's be honest here though, CL&P's response was less than stellar considering the electrical rate we pay in CT which is one of the highest in the country. I have no love for Butler and CL&P.

Yes it was. Our state regulates the heck out of everything, it doesn't seem plausible to me that CL&P could cut back on tree trimming without someone in our government knowing ahead of time.

Taking stock value away from the utility, will make it weaker, and leave only ever higher rates as the solution to paying for whatever new mandates the state decides to impose.

CL&P can't do much without government approval. To blame a super regulated entity for being sloppy seems at best a stretch to me.
--
"People demand freedom of speech as a compensation for the freedom of thought which they seldom use."

ptrowski
Got Helix?
Premium
join:2005-03-14
Putnam, CT
kudos:4

Re: Blame game

I am going to go out on a limb and say you or family members are CL&P employees or affiliated somehow?
pandora
Premium
join:2001-06-01
Outland
kudos:2
Reviews:
·ooma
·Google Voice
·Comcast
·Future Nine Corp..

Re: Blame game

said by ptrowski:

I am going to go out on a limb and say you or family members are CL&P employees or affiliated somehow?

Nope. But I get accused of stuff like that all the time. Any time I'm not hostile toward a corporation or new idea, someone accuses me of being in the pocket of the entity being discussed.
--
"People demand freedom of speech as a compensation for the freedom of thought which they seldom use."

ptrowski
Got Helix?
Premium
join:2005-03-14
Putnam, CT
kudos:4

Re: Blame game

When it is deserved I have no issue dishing it out.
jcremin

join:2009-12-22
Siren, WI
kudos:3

Re: Blame game

said by ptrowski:

When it is deserved I have no issue dishing it out.

Problem is a lot of people on this site feel they are entitled to make false accusations about other people (and many resort to small-minded name calling) just because they might have a different opinion about something. If you aren't ripping on a corporation or bitching about how shitting your ISP is on this site, I guess it instantly means you: A) are a shill, B) are related to someone who works for the company) or C) work for the company. Heaven forbid we not all agree with the rest of the whiny cry-babies on this site.

ptrowski
Got Helix?
Premium
join:2005-03-14
Putnam, CT
kudos:4
Pretty much underprepared.
»m.cnn.com/primary/_CqHED8-itAYcbrJVdn
pandora
Premium
join:2001-06-01
Outland
kudos:2
Reviews:
·ooma
·Google Voice
·Comcast
·Future Nine Corp..

Re: Blame game

Click for full size
CL&P October 2011 map of trouble spots
said by ptrowski:

Pretty much underprepared.
»m.cnn.com/primary/_CqHED8-itAYcbrJVdn

The Witt report is here - »www.wittassociates.com/assets/86···L_1_.pdf the story of Witt is here - »www.wittassociates.com/about/

The Witt in question seems to be James Lee Witt. Head of FEMA during the Clinton era. Looking at the first 3 people mentioned in their about, they appear to be Democrat political appointees based in Washington.

The company has a CEO, interim CEO, and it's president is Barry W. Scanlon who has a Bachelor of Arts in Political Science. His resume includes stuff like working with the important Democrats on get out the vote efforts.

I guess it helps to be politically connected, Democrat and based in Washington, when you are a governor in Connecticut and want an "impartial" review (by a very friendly management team).

Put on your boots, here is a sample from the report -

The October snowstorm resulted in the largest restoration effort in CL&P’s history. Despite the length and extent of the service outages, and the effect on customers in the affected service areas, there were successes in CL&P’s power restoration effort. The company’s internal forecast model accurately predicted power would be fully restored by Wednesday, November 9, although an unprecedented army of mutual aid workers from other utilities was required to do so. No serious injuries or deaths were reported associated with the restoration effort. Municipalities reported that power restoration crews, once they arrived in their communities, generally functioned well and efficiently. Stakeholders also praised the assistance from power company customer service representatives in answering phone lines in a timely fashion, with an average wait time of less than 45 seconds;1
UI outages were smaller in number and in proportion to their total customers. After the October snowstorm, all UI customers were restored by the night of Wednesday, November 2. this is frequently not the case in such a wide-scale event. CL&P’s recently created Town Liaison program, while not completely successful in its implementation, is recognized as positive in concept.

Yup, great success there. More than half their customers had no power, and downed lines, but calls were answered promptly according to CL&P! If you believe it. The few times I called there was an all lines are busy indicator. Most landlines were down, most VOIP (Comcast, Uverse customers were down, many cell towers were down, but without an ability for many customers to make calls, CL&P claims to be there to take any that come in, fast, in fact very very fast!). After the call was taken, did customer service just hang up? The report doesn't seem to go into such things as what meaning answering the phone would have for customers. Woot!

In the failure summary, one failing which made me laugh is the failure of CL&P to "lean forward" (no I am not making this up), which is an expression used by MSNBC to indicate how they are the progressive news network that leans forward. Looks like CL&P failed to be the MSNBC of electric utilities.

At the top of this page are the claimed CL&P trouble spots. Personally I'd have just listed the entire service area as a trouble spot, but turns out most of our problems were limited to just a few (thousand, lots of thousands) of dots.
--
"People demand freedom of speech as a compensation for the freedom of thought which they seldom use."

StihlGoing

@comcast.net
said by ptrowski:

Seriously? Tell me where I can sue Mother Nature or the guy that planted a tree 110 years ago.

Seriously, so if you can't sue the clown that planted the tree or the current owner of the tree, you want to sue Comcast?
Why is Comcast to blame? What did Comcast do to cause the tree to fall on the lines?

If we want 100% reliable utilities, we'll have to clear all the trees away from the utility lines.

ptrowski
Got Helix?
Premium
join:2005-03-14
Putnam, CT
kudos:4

Re: Blame game

I never said sue Comcast, that idea is as ridiculous as suing the guy who planted the tree. In this last storm there was a metric shitload of trees away from the lines that uprooted and fell. Tons of wet snow clinging to leaves on trees equals a shit storm.

JackB1

@apexcovantage.com
Most likely a tree that has a branch fall and snap the overhead lines was there far longer than the clown that planted the telephone poles and equipment on it.

said by ManOfStihl :

Service outages are virtually always the direct result of a tree branch that falls and snaps the power/phone/cable lines.

If you feel you must sue someone, go after the clown that planted the trees under the power lines...and I hope you win.


EGeezer
zichrona livracha
Premium
join:2002-08-04
Midwest
kudos:8
Reviews:
·Callcentric
If Comcast chooses to use overhead lines rather than buried fiber to deliver service, it's not the customer's problem. It's an ISP. They're paying an Internet Service Provider to provide service. If the service isn't delivered, the provider should not get paid for service not provided.
--
Follow your dreams, except the one where you're naked in church.

Camaro
Question everything
Premium
join:2008-04-05
Westfield, MA
kudos:1
Reviews:
·Comcast

So sad

For one this county is the next one to mine and i cant believe this,why does everyone go sue happy and jump on the wagon when they hear about it.Why can't customers just call there provider and ASK about what they can do for your bill.They knocked 20 bucks off my bill when I called and this was before any of this hit the major news,come on people use some common sense.
scanpa
Premium
join:2006-09-06
Lebanon, PA

Comcast credits due to outage

One thing to remember with comcast. you pay a month in advanced for services. If there is an outage over 24 hours, they must provide a credit for all downtime, that services were not available. Most states also have laws about this that comcast must follow.
cdbma

join:2003-01-19
Bolton, MA

Comcast beats National Grid

I had Comcast Internet and TV a day earlier than I had National Grid power. Go figure. Surfed the net with my generator!

silentlooker
Premium
join:2009-11-01

Arbitration mandatory clause

If they both do not have mandatory arbitration clause yet they will soon.

David
I start new work on
Premium,VIP
join:2002-05-30
Granite City, IL
kudos:101
Reviews:
·DIRECTV
·AT&T Midwest
·magicjack.com
·Google Voice

my point of view based on the STL power outage.

I didn't call AT&T for a credit because truthfully, had I had power, I had internet. I had landline phone service the whole time over those days. I bought one generator and also had DSL service.

Do I blame AT&T... No.... I can't it was ameren's tree trimming (or lack there of) that brought the power outage on.
prairiesky

join:2008-12-08
canada
kudos:2

TOS

I'm pretty sure their TOS will include something about act's of god or nature or whatever you want to call it. Even if a storm takes it out, you're still responsible.
MOTO6809

join:2007-11-05
Springfield, MA

$45 credit for 1 week of no service. in MA

When I called the rep said I could have a $25 credit, I said that my bill is more than $100 per month and I should have a $40 credit. She checked with her supervisor and gave me a $45.
Thatgeekinit

join:2002-05-01
Washington, DC

If they don't deliver, why should I pay?

It's really simple: The law says that if service goes down, you don't have to pay for service you don't get.

Comcast is enormously profitable and it is a myth that costs are always passed on to customers since in a competitive marketplace there is less price elasticity. Although since Comcast is generally in a regional monopoly, they can raise prices no matter what and they do.

If I have a contract to buy a hotdog delivered to my door every day and there is a snowstorm and the hot dog does not get delivered, I don't have to pay for hotdogs I don't get.

Comcast and other providers are required by law to make it easy to claim these credits for outages and are actually supposed to do it automatically for widespread outages. They have been violating the law for years.

When I have outages and I call, they insist that they can only give me a credit if I call back after my outage is over to claim it, which of course discourages people from trying to claim a credit because who wants to spend another 30 minutes on the phone with their staff.

The people claiming that they should not claim the credits or sue to make Comcast obey the law are fools or just paid to post propaganda. It is no different than claiming that Comcast shouldn't try to collect from people who don't pay their bill.

I pay for a service, and Comcast is responsible for delivery. If it is no delivered, they don't get paid. Snowstorms and hurricanes and cable cut risk is borne by Comcast, the owners of that infrastructure, not by me. It is ridiculous to suggest we should all chip in to donate to Comcast to help them pay for a snowstorm while they extra 80% profit margins from our subscription fees.
--
Just pretend for the purposes of argument that I know what I am talking about. Actually, you don't need to pretend because I do know what I am talking about.

Steve1122

@comcast.net

Re: If they don't deliver, why should I pay?

said by Thatgeekinit:

It's really simple: The law says that if service goes down, you don't have to pay for service you don't get.

Comcast is enormously profitable and it is a myth that costs are always passed on to customers since in a competitive marketplace there is less price elasticity. Although since Comcast is generally in a regional monopoly, they can raise prices no matter what and they do.

If I have a contract to buy a hotdog delivered to my door every day and there is a snowstorm and the hot dog does not get delivered, I don't have to pay for hotdogs I don't get.

Comcast and other providers are required by law to make it easy to claim these credits for outages and are actually supposed to do it automatically for widespread outages. They have been violating the law for years.

When I have outages and I call, they insist that they can only give me a credit if I call back after my outage is over to claim it, which of course discourages people from trying to claim a credit because who wants to spend another 30 minutes on the phone with their staff.

The people claiming that they should not claim the credits or sue to make Comcast obey the law are fools or just paid to post propaganda. It is no different than claiming that Comcast shouldn't try to collect from people who don't pay their bill.

I pay for a service, and Comcast is responsible for delivery. If it is no delivered, they don't get paid. Snowstorms and hurricanes and cable cut risk is borne by Comcast, the owners of that infrastructure, not by me. It is ridiculous to suggest we should all chip in to donate to Comcast to help them pay for a snowstorm while they extra 80% profit margins from our subscription fees.

I understand where you are coming from however doing this storm I was not able to get either car out of my driveway for 4 days...Should I be calling the company I finance my car from to get a credit because I couldnt use the car? I think you trying to claim that there was laws in place is manure unless you have some concrete evidence to point to show your point..As far as I am concerned you are just rambling off a mute point that is just there to help other people continue to be angry.
Thatgeekinit

join:2002-05-01
Washington, DC

Re: If they don't deliver, why should I pay?

You own your car. The money you owe on it, is payment on a loan. The car can break and you still have to repay the loan.

You don't own your Comcast service or their infrastructure. You subscribe to it. They are responsible for maintaining that infrastructure up to the demark. They bear all the risk of weather or other problems other than problems with your own internal home wiring. If they don't deliver it, you don't owe them. You pay each month but technically the billing period is divided into individual days so if you cancelled in the middle of the month you would only be billed for half the month. Crediting you for an outage is similar. If the service was out for four days, they owe you a 4 day credit.

As to the law itself, here is an excerpt from the NY state, most other state and local laws are likely pretty similar:

Credit for Service Outage

Every cable television company shall give credit for every service outage not caused by a subscriber in excess of 4 continuous hours to any subscriber who applied for it either by written or oral notice. The 4-hour period shall commence at the time the cable television company first becomes aware of the outage.

The credit must be pro-rated by multiplying the applicable monthly service rate by a fraction whose numerator equals the number of days (or portion thereof) of the outage and whose denominator equals the number of days in month of outage. In no case shall the refund be less than 24 hours credit. A subscriber may request a credit up to ninety (90) days after the outage. The company is responsible for every outage and must provide credit to each affected subscriber who applied for it within 90 days of an outage.
So in NY State, you have to ask for the credit but you have every right to it. In other states, the law may require that cable operators automatically issue credits for widespread outages. In addition, since the cable companies knew about the widespread outages, it was very much inappropriate to bill for that time and probably runs afoul of mail fraud laws at the Federal level which generally makes it illegal to send inflated or false bills to people.
--
Just pretend for the purposes of argument that I know what I am talking about. Actually, you don't need to pretend because I do know what I am talking about.