It is not surprising that this company has a low star rating. In my area, you have very few cable choices, and comcast is the leader. Internet is even worse. That leaves you with this company to deal with, and the one thing I have learned, It will always be a battle.
Installs and transfers:
First, I will say, When i installed them in my home 8 years ago, It was a lot cheaper, which is expected, but even then, the install was a battle.
You are told, Someone will come out, flip a switch on the outside, (We picked up all equipment earlier in the week) and your internet and cable will be up. This is not so. We had to have 4 technicians out within the week to try and "fix" the problem. I have since learned, this is the drill, minimum of 2 service calls during install or transfer of service.
- Fast forward 1 year later, we moved from there into our new home, and we were told to bring our boxes, our modem (which was ours) and everything else. We did this, were told, hook it in to the wall, it would work. NOPE - three techs later, we had service.
- One month ago we moved in to our new home and I "transferred service" The old owner and I knew each other so when he told me his cable with comcast was still hooked up, I called them to advise, we would be moving in, and his should be disconnected. They called him to confirm. They disconnected his cable.. and We were told to plug our old boxes and OUR modem in. once again, not working. Then they claimed a week later, after urging for answers, and only getting the pathetic answer "there doesnt seem to be any signal from your boxes or modem" that someone would have to come out and activate it from the outside. I agreed, even with the $40.00 ridiculous charge because I was desperate. They came and did that 4 days later and that night, I was supposed to be ready to watch TV and browse the net. Once again, NOPE. called, asked what happened, they said takes 24 hours for the activation to work. Okay, no problem. Patiently I waited 24 hours and when I called back was told "Why would they tell you that, there is no such rule" - I finally thought I found a helpful person until she said "You will need a service call" I asked why, considering how that is 99.00 and she told me it was standard practice when comcast hasnt been in the home in 5 or 6 years. i rebutted telling her, I got the bill for the old Owner the week prior so i KNOW that is not true. She told me she could not schedule my appointment and I would need to call the other department at 8am the next morning to schedule an appointment. Since the next day was Friday, i knew I wouldnt have a tech out there until the next week. I called 9am, frustrated and beaten by this company and was told that I MISSED MY SCHEDULED APPT. 1st of all, I was at my house that morning, nobody showed up. 2nd of all, I NEVER MADE AN APPOINTMENT. I made one more appt, and when they came out there is still no resolve. I have no internet or tv and they are charging me the 40.00 activation and 99.00 service call plus a missed appt fee of 40.00...
Fees, packages and overcharges.
First Home- We purchased the package that included EVERYTHING - boxes, movie channels, internet, DVR etc. This cost at the time 119.00 which was a great deal. That same package now costs well over 200.00 and then they also charge $5.00 per box plus DVR at 15/box
When I moved to the second home....
I told them we would be "downgrading" our package, because the homeowners association where we bought our home, included all cable, including HBO, and also included one box. They said they would just trasnfer the service and shut off what I did not use.
This never happened and over 3 years later, they decided to BACK CHARGE me for 3 years of service for a "DVR" I told them, it had NEVER worked since we moved because the service was shut off. They also back charged me for a Modem that was MINE for 3 years. I asked them to show where they had brought new equipment since the old home, they were unable to. I asked them to explain the DVR situation, all they did was transfer me to a manager who told me "nothing in life is free" At this time, they had me send back the DVR box, even though they had never asked me to do this before, and I got a new smaller box in return. This was fine with me, other then the slight inconvienance, and the fact that I had a bill for over 600.00 for services I never used. I found a manager who was a real "sport" and gave me a $100.00 discount. I have endless letters out to them, endless complaints, No body will listen. I know I am the fool because I still have them, we have been looking for other options forever, but we need the internet and the fast internet alone is more then the whole package.
Now with the third home, this is where it gets fun.
Turns out, that DVR box I was being charged for and returned about 2 years ago, They can not find it. They do not know where/why/how it was not inventoried and About 3 months ago, I noticed an abnormally high bill. They decided to start Charging me again for the DVR box, yet once again, Can not tell me how/why where this came from.
I also apparently have their modem again, and they claim that when I upgraded my internet speed 6 months ago, I had then give me a new modem. Well, nobody was in my home, Nobody intalled anything, they just "upgraded" I have 6 "investigation" tickets open and they said "after their investigation, should they find something wrong on their side, I will get all the credit for everything they have overcharged" I sat with every single bill and I have gone over the 5.50 modem charges, the 7.50 modem charges, 15/mo dvr box charges etc. Their overcharges are racked up right now to 1286.50 - This is NOT included the monthly calls when they add "service" charges etc and state I had my accounts serviced by a tech.
Conclusion: I am convinced that this company adds charges to an account and hopes you will not catch it. Do yourself a favor, READ YOUR BILL CAREFULLY, do not be afraid to call them (not that it will do much good) or if the option is there DO NOT USE THIS AWFUL COMPANY
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Amount Paid (US$): 1250.50