Pros: Their cable service works just fine
Cons: Their Internet service is horrible
Comcast (now known as Xfinity) is a national cable television provider that also offers high speed Internet and voice (home phone service.) We have been using their service for two months now, with mixed results. We have a bundle, with both cable and Internet, for which we pay a whopping $81 bucks plus change per month, for a basic digital cable package and unlimited high speed Internet. Their cable also is available in High Definition for an additional cost.
Signing up was a breeze. I used their website (Comcast.com) and was able to pick my package, run a credit check, and set up an install date and time all online. Installation appointments come in two-hour windows seven days a week. I picked a Sunday morning, between 10am-12 noon.
The installer was friendly and even showed up fifteen minutes early. He was tolerant of our kittens screwing with him as he worked, and was fast and efficient. However, he also left a glorified mess of cables behind our setup (which, for some reason, didn’t really bother me but really irked my girlfriend.) But other than that, I can’t really complain about the installation process. He was in and out in less than an hour, and that included outside work as he updated our outdoor cable that was already running into our apartment.
Our cable package has worked just fine since we’ve had it—it hasn’t gone out once. We’ve got all the basic channels and special features such as On Demand and PPV. We haven’t had to reset the cable modem or call about the cable once since we subscribed.
My complaint is with the high-speed Internet. When it works, it works well. It’s fast, just as advertised. The problem is, the Internet tends to go down quite often, and while it usually comes back up within a few minutes (this can take anywhere from two to five minutes to an hour or two.) However, several times I’ve had to reset the Internet modem to get it to come back up, and more than once it hasn’t worked. This means that I have to waste my time calling customer service.
In just two months I’ve had to call customer service four times, and while the phone reps are friendly and professional, they aren’t really much help. Each time they make me perform the troubleshooting steps I’ve already executed (reset, unplug for one minute, etc.) The first time the rep was able to send a signal to my modem, which worked. The other times, they haven’t even bothered trying this, even though I’ve asked and explained that it did work the time they did this. All they want to do is set up an appointment, usually two days into the future. I set up the appointment, and then two hours later the Internet comes back up, so I have to go online and cancel the appointment.
And neither the customer service rep nor a supervisor is able to issue a credit for time lost. You have to go through their billing department for this. One night, I called, and the supervisor transferred me to the billing department—except the billing department was closed for the day. The supervisor could have told me this and asked me to call back, but instead he just transferred me, where I spent ten minutes on hold before the automated message informed me that the billing department was closed.
Basically, the Internet service goes down roughly three-four times a week (sometimes more, and sometimes more than once per day,) and without fail it goes down on the weekends. Just this morning it was down for two hours. I was just about to call when it finally came back up.
In other words, I’d recommend Xfinity for their cable television, but I would suggest you look elsewhere for Internet service (we don’t use their voice service, so I can’t comment on that.) The cable service works just great so far, but the Internet is pathetic. And since I use the Internet more than I watch TV, overall I’d recommend trying another option if you are in need of both.