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New Contributor

Incredibly frustrated and confused

A few weeks back, I had an issue with getting billed for a modem that I didn't have.    After numerous calls, emails, etc. - I was assured it was resolved and that I'd receive a credit for not having the modem.  I did receive a credit, for which I am appreciative.

 

So now, my cable TV has been out the past few days.    I finally got a hold of customer service today - and they told me that "TV" was taken off of my account last week, for some reason.      I have no idea why or how this could happened.    And yet, I JUST received a bill in the mail yesterday with, of course, charges for TV service.    So after being passed around on the phone for 45 minutes, I was told by Justin that "there is nothing they can do".   Apparantly it's impossible to troubleshoot any TV service for business customers on the weekends because "there are no access to codes or systems that allow troubleshooting".   It's not that I desperately need TV service today - but the absolute chaos and confusion during my phone call...without anyone being able to tell me why my TV service was removed, is beyond frustrating.

 

To add insult to injury, I noticed on my bill that I'm STILL getting charged for the modem which I don't have, and haven't had for almost a full year!   

 

I understand Comcast is a very complex organization wtih many moving parts.   But why have customer service available on the weekends, if they are simply going to say they can't do anything until Monday?     Worse, I was told, "Someone should call you - but if they don't call us after 1pm".    None of this makes any sense to me --- but of course, I have still been billed in FULL (that part wasn't messed up) but have NO TV service....and additional charges for something that you already acknowledged was erroneous.   

 

Can someone PLEASE help me with this?   

 

Thank you

Tom

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9 REPLIES 9
New Contributor

Re: Incredibly frustrated and confused

An update,

 

I called Comcast this morning - I'm actually on hold with them now.    I'm waiting to be directed to the FOURTH person now...

 

1st person : "I"m sorry, you'll have to speak with someone in tech support"

2nd person : "I'm sorry you'll have to speak with someone in sales to get your service added again"

3rd person : "I"m sorry, you need to talk to someone in business services".    ( I originally CALLED business services, they directed me to the other people.... )

 

So now I'm on hold waiting to speak with yet another person... 

 

And again, this is all because someone at comcast messed up and deleted my TV service, for no reason.   So no TV for a week, but yet I received my bill yesterday, and of course I AM being billed for TV service.   

 

 

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New Contributor

Re: Incredibly frustrated and confused

Another update,

 

I was routed to a person on the phone (the 4th person) who said she couldn't help me because she couldn't contact the internal people necessary.   "Call back in an hour".

 

Then, a guy named Ryan called ME.   Pleasantly surprised, although he has to do some legwork to see if he can figure out what happened.

 

In summary,

 

My TV service was turned off for no reason last week. 

I called to inquire why.

I've talked to FIVE people today, and TWO from yesterday - and no one can simply turn the service back on.

 

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New Contributor

Re: Incredibly frustrated and confused

Another update,

 

Ryan (VERY, VERY Helpful) called me back again...and even though this wasn't in his area, he was at least trying to help.  Big Kudos to him.

 

However, he said the only way I'd get my TV back is to sign another 2-year agreement...   I won't do that - out of principal.   They turned off my TV for no reason, and now want to lock me into 2 more years of this nonsense?    

 

 

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New Contributor

Re: Incredibly frustrated and confused

....this just keeps getting worse and worse.

 

Had to call back to speak to SOMEONE ELSE who told me that the billing will eventually work itself out, whatever that means.

 

So now, all I want to do is CANCEL everything.   I'm done --   I'd rather not have TV and just use Apple TV at this point.... and they won't even do that for me.   I'm told I have to go to a store, bring my "lease document" and only then they can try and cancel my service.

 

Seriously....you can't make this stuff up.   I would say these experiences would make a good reality show, but then I realize that it would just be the most depressing show to watch, ever.

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Community Manager
Community Manager

Re: Incredibly frustrated and confused

HI tfirma.  I apologize for the problems you've encountered while attempting to resolve this service issue. The Corporate Escalation Team is currently working with the Business Service Center to resolve this issue.

 

Thank You

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New Contributor

Re: Incredibly frustrated and confused

Thank you, John.

 

One of the many folks I talked to yesterday theorized that someone at Comcast tried to consolidate my business and residental accounts.    They said that moving my TV (from my residential account) to the business account (with Internet) may have inadvertantly deleted the TV service altogether.   He actually said that certain types of TV accounts aren't allowed on a business account (for legal reasons?).     Anyway - while that might sound odd, it's the only somewhat plausible explanation I got as to why my TV service was simply shut off last week.

 

Another rep from billing assured me that the TV charges and the 12.95 fee won't be on the bill NEXT month...which sounds odd. So I'm still going to be charged for those things for the month of February (even though I don't have the equipment OR TV service).  Why would I be charged "one more time" when I have not had the use of either of those things?     That was when the comment "the billing will work itself out" was given to me.   

 

Just thought passing along that theory may help folks there find the root of the problem.

 


Tom

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New Contributor

Re: Incredibly frustrated and confused

John, have you heard anything yet?

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Respected Member

Re: Incredibly frustrated and confused

Sorry for the delay,

 

We reached back out for an update. We have not yet received an update but we will let you know as soon as we hear something.

 

Thank you again so much for your patience.  

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New Contributor

Re: Incredibly frustrated and confused

Hi Jacob,


Thank you for the update.   I did receive two messages over the last week from Comcast telling me they are "working on it".   As I said in a previous post, at this point I just want to cancel the TV service altogether.    Sorry, but to have Comcast erroneously disconnect my TV for no reason - and then take 3 weeks, plus 7+ calls on my part to try to figure out what went wrong, is beyond frustrating.   I'm going to just do without TV and figure out what to do with the business internet account later.   Would you please be able to relay to the office that I don't want anything else done at this point?    

 

I DO appreciate your updates, however - I know this isn't your fault, and I'm sure you were doing what you could to help.  Thanks again.

 

Tom

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