Comcast

The cable or internet has been down on occasion, but not for an exceptionally long time. I purchased a TiVo digital recorder and had trouble getting it connected to the internet via wi-fi, so I called Comcast for support. The agent I got hold of was not a wi-fi specialist, so he transferred me to a technical support representative who was extremely helpful, patient and knowledgeable. As long as I receive this kind of support I am willing to continue to use Comcast as my sole provider.

Ok, I like that they actually, especially recently, started to paying more attention to keeping their customers happy(er). I received a courtesy call to review my service and ended up switching to a better and cheaper service, I've been using old package and had no idea that its OLD and I can get better for less. Sounds too good to be true, well it kinda of is too good. The switch wasn't smooth at all. I like Comcast, been their customer for many years, I like how they have improved and their Internet Speed in our area is still the best. But their customer support and service "road" wasn't always so "nice and paved". Their customer support unfortunately still desires to be better even though service itself much improved that's why i am still sticking to them. The below is my 'story': One bright and shiny day few months ago I received email from Comcast that made me happy. They were increasing my Internet Speed free of charge to up to 100MB down from 30 which was 3 times jump, or so called "Performance Internet" package. I was HAPPY! Thank you, Comcast! I wish I knew what would happen soon after. It was during the time when Game of Thrones season was still on and my wife and I were enjoying watching the show for free. Then one night it just suddenly stopped being free. I went to the internet that same night and tried to verify if I can access it online. Website told me that I need a subscription, I said OK, and then it said - everything appears to be in order. Hey fun! We were able to watch GoT eposiode that night for free again on TV. No call was made to Comcast that night. Then next time episode aired we couldn't watch it again, said subscription is required. Ok I finally decided to call Comcast. Long story short they've added 10$ promotion to account and said that we could use this for a year. FUN! Game of Thrones and actually the whole HBO on Demand was free now. Then shortly after a few days or so, my Internet speed drops back to 30Mb/sec. What? Must be mistake... Let me call Comcast. This is when the roller coaster begun. Let me tell you, when Comcast gets something right and straight its golden, it works for years. But to get it solid and straight you may need to get through the h*** of fiery lakes and smoldering pipes of customer support MULTIPLE times! So soon after Internet Speed drop Comcast calls me with a courtesy call to review my account since "I've been such a loyal customer for many years (ComcastTM)". Long story short I find out that I was never supposed to have such good Internet Service, it must have been a mistake... "or was it?" that's why account was reverted back to basic package most likely. First we lose on Demand (must have been a trial that we had no idea it is a trial? then we get email for internet speed increase, then it drops and Comcast calls few days after? That's too many coincidences. So I talked with the lady for a while and she actually explained that I am using old package which is more expensive so she can switch us to triple play. Well great, I can disconnect from Vounage (they were great!) save some money on overall bill from Comcast and then lady assured us that our Internet will be performance package and all will be golden... Right... After the switch speed fell back to a regular up to 30 down again and I've had to call multiple times back until they finally managed to transfer my phone number from Vonage. When I called back angry last time it ended up that phone number transfer was not registered correctly etc etc etc. I could probably write a book about Comcast support. But they are not the only company. As more layers you have in a lettuce of your customer support as more internal miscommunication and dumbcrackery company will have. Its same with Microsoft and any other company that outsources their customer support personnel across the ocean. So yeah. I love Comcast for a good improved service but I also hate them for messed up customer service. And its just sounds stupid when these guys and gals that talk with you every single one of them assure you that everything will be resolved during the call and you will be the most happy customer. The butt kissing is simply ridiculous. One thing politeness and professionalism and another putting way too much butter on your bread to the point where it starts to melt and drip over so to speak. As many times I've had to do some major change to my service it was ALWAYS some kind of a problem and if I wasn't persistent enough it would just keep hanging and nobody would ever fix it for me. I've always had to call back multiple times until I hammered that nail into the ground and things were DONE. So, hope you enjoyed my story. Comcast has great Internet Service and Cable quality is great too especially HD channels. But customer support layered lettuce mess if just a nightmare to get through and unless you are persistent and keep calling and annoying them you'll sit and wonder "What the heck is going on"... Best wishes, Andrew.

Fairly well. Complicated steps needed to be done by me

They came the day they were supposed to. They stayed until the problem was corrected. They did not charge for the service call as was the agreement. The service tech was knowledgeable and helpful. If all of Comcast were as good as some of their service techs it would be a decent company.