Complaint / review text:
We have had the same Comcast service and residence since 2000 maintaining only direct cable feed.in Mar 2013, Comcast altered its troubleshooting screen format, requiring a cable box serial number to create a troubleshooting repair request report.in short, we must reach the JAX, Florida directly and they will submit a request to repair staff in southeast Georgia to affect repairs. When we direct dial the JAX office, we routinely get routed to Illinois, rarely to Atlanta, mostly overseas. No office in Comcast can direct transfer calls to another office. Employees must use the same method... Dial and hope JAX staff gets the call. The most common effect is to be routed to the toll free number line where calls land anywhere.
Yesterday, we lost two channels and were told our area provides both digital and analog signals, so we can get DTAs. Comcast has not informed us our area has been upgraded, however, on three previous attempts, our order was cancelled because digital was not available... Yet every customer service representative continued to get us to order digital equipment. The closest service outlet is 11 miles away, but two months ago they verified they do not service my region and we are not digital yet. Today, we lost all channels. This representative purportedly claimed to have made an appointment, since they schedule appointments for both digital and analog equipment... Even after I explained this never works because we do not have equipment or a serial number. I have made numerous requests for Comcast to issue faux serial numbers to customers with direct feed so troubleshooting can be scheduled, to no avail.
It is Saturday morning, and our outage occurred at 5:55. Now we must wait until Monday morning to attempt to reach the JAX office and schedule an appointment. Worse, because no valid troubleshooting ticket exists, our loss of service will be ignored, requiring us to vigorously pursue the matter. Comcast website has a bogus email address "[email protected]" where delivery failure is consistent. Their website states the nearest store serves and provides equipment to all customers in Camden County Ga, as opposed to their office staff at that location. Besides, they are closed on weekends and do not dispatch technicians for outages. Another weekend without Comcast because of their equipment failure, and designed failure to facilitate customer service.