Complaint / review text:
Where do I start? Here is a list of my problems in trying to get my internet installed with Comcast: First installation attempt, our builder had the gate locked so installation had to be rescheduled. This is the builder's fault. I asked the tech to wait for 15 minutes while I was trying to get the builder to come by and unlock the gate. He told me that he cannot wait and rescheduled the installation.
Second installation attempt: the tech showed up within the promised window. After some investigation, the tech told me that he cannot do the install because the builder did not leave a string for him to pull the cable from the meter to the garage through the buried PVC pipe. The tech told me that his supervisor would not let him run the cable above ground since it will cross my neighbor's property. The tech then proceeded to inform me that if I can get a string to pull through the PVC pipe, he will come back and complete the installation. He even gave me his cell phone number and assured me that it would not be a problem for him to come back.
I then found an electrician to come on that same day and fish through a string so that Comcast can run its cable. I called the tech numerous times and left him a voice mail but never got a response. At 3PM on the same day, I called customer service. The customer service rep told me that don't worry the tech will come back by 8PM to complete the installation. At 6PM, I called back again to check the status. A different rep tried to help me but the call kept dropping. I could get a call back but the rep cannot hear me. I gave up and called back in. A different rep got me in touch with the technical support team. The technical support team told me that I am next on the list.
At 7PM, I called back again to check the status. A different rep transferred me to the technical support team again. The tech team apologized but did not know why the previous technical support team would told me that I am next on the list. He told me that his supervisor would put an expedite ticket in and I could get the installation the following day at the earliest or the next couple of days. For what it is worth, I did not believe a word your company is telling by this time.
The next day (Sunday), I called back and was told that there is no scheduled installation and I would need to schedule an installation. The rep gave me a date and time. The next day (Monday), I login into the system and there is no scheduled installation notice on my account. I called again, this time the rep scheduled it and ensured me that it is in the system. I login to verify the scheduled installation. FINALLY the installation day came. The tech showed up (I was not home since I don't live there full time) and did the installation. 3 hours later my son told me that the installation is complete. Comcast cannot use our purchased modem although it is listed on your website as an approved modem. I went ahead and have the OK to lease a Comcast modem.
A week after the installation, my neighbor texted me asking "when is Comcast coming back to bury the cable"? BURY the cable! I was surprised to learn this. I had thought that Comcast cannot run the cable above ground and must pull the cable through the pipe during the previous installation attempt. I had to call in to schedule a drop and bury the cable appointment.
In conclusion, I spent $120 to get a string fished through the PVC pipe so Comcast can complete the installation. I spent $120 for a modem that I cannot return anymore because it has been more than 30 days since the initial service request. I am out $240 PLUS the numerous hours on the phones waiting and wasting my time so that Comcast can get a monthly recurring charge from me? I can assure you that as soon as my contract commitment is up, I will be switching provider.