Complaint Review: Comcast

Here is an actual chat log from Comcast CSR Jose about changes to my billing plan...

user STeve_ has entered room

Steve(Sat Apr 24 13:04:54 CDT 2010)>

Where have all my channels gone when my bill keeps going up?

Jose(Sat Apr 24 13:04:59 CDT 2010)>

Hello STeve_, Thank you for contacting Comcast Live Chat Support. My name is Jose. Please give me one moment to review your information.

Jose(Sat Apr 24 13:05:04 CDT 2010)>

A Comcastic day to you! How are you doing today?

Jose(Sat Apr 24 13:05:08 CDT 2010)>

Hi Steve.

Jose(Sat Apr 24 13:05:15 CDT 2010)>

I am so sorry to hear that.

STeve_(Sat Apr 24 12:06:57 CDT 2010)>

Well Jose, I'm wondering where or why I can no longer recieve g4 network, Style network, and Bio...I recieved notice from your company that some channels where changing, but it said nothing about these channels

STeve_(Sat Apr 24 12:07:42 CDT 2010)>

Bio, in fact, was supposed to be added, but I no longer recieve signal

Jose(Sat Apr 24 13:07:49 CDT 2010)>

I see here that you have a concern or inquiry with your channel line up, I thank you for giving us the opportunity to resolve this issue and I am happy to help you with it. As your service representative today, I want you to know that your satisfaction is of my topmost priority and I assure you that we can resolve this issue together on this chat, Steve.

Jose(Sat Apr 24 13:08:41 CDT 2010)>

For me to better assist you and provide you with the accurate information, I need to pull up the account. I need to verify some security information to pull up your account. If you have questions along the process, please feel free to ask.

Jose(Sat Apr 24 13:08:41 CDT 2010)>

Can you please provide me the phone number and the last four digits of the social security number on the account?

STeve_(Sat Apr 24 12:10:13 CDT 2010)>

(info here)

Jose(Sat Apr 24 13:09:39 CDT 2010)>

Thank you for that information. Please give me a few minutes of your precious time to pull up the account.

Jose(Sat Apr 24 13:10:34 CDT 2010)>

By the way Steve, while waiting for your account to pull up, I will share you a feature of Comcast that you can truly benefit.  Are you aware of the customer self-help on comcast.com?

STeve_(Sat Apr 24 12:12:10 CDT 2010)>

No, what can that do for me?

Jose(Sat Apr 24 13:11:42 CDT 2010)>

Comcast.com has an extensive series of Frequently Asked Questions (FAQs) that cover all of our products. Customers do not have to sign in to access the FAQs. Quick steps to do it...Open a web browser window and go to http://www.comcast.com/. On the home page, the navigation menus are on the left side of the window and click on Customers then Help and Support.

Jose(Sat Apr 24 13:12:17 CDT 2010)>

Thank you for patienly waiting.

STeve_(Sat Apr 24 12:13:03 CDT 2010)>

I'm not loking for FAQs, that's why I contact you

Jose(Sat Apr 24 13:12:47 CDT 2010)>

2 WICS (ABC) 

3 WCIA (CBS) 

4 Access / Cable Marketplace 

5 Access / Cable Marketplace 

6 WBUI (CW) 

7 WRSP (FOX) 

8 WSEC (PBS) 

9 WGN America

10 WAND (NBC) 

11 HSN 

12 WILL (PBS) 

13 QVC 

15 CSPAN 

16 TV Guide Network 

17 Local Weather 

18 Government Access 

19 WCFN (MNT) 

22 Educational Access 

23 ShopNBC 

24 VH1 

25 Nickelodeon 

26 CNN 

27 ESPN 

28 ESPN2 

29 BET 

30 USA Network 

31 Discovery Channel 

32 AMC 

33 Spike TV 

34 TNT 

35 Bravo 

36 Headline News 

37 A&E 

38 TBS 

39 CNBC 

40 MSNBC 

41 Disney XD 

42 Lifetime 

43 Disney Channel 

44 The Weather Channel 

45 Comedy Central 

46 Animal Planet 

47 Cartoon Network 

48 Food Network 

49 CMT 

50 Fox News Channel 

51 Hallmark Channel 

52 TLC 

53 E! 

54 FX 

55 MTV 

56 FSN Midwest

57 HGTV 

58 Oxygen 

59 ABC Family 

60 History 

62 Travel Channel 

63 truTV 

64 Comcast SportsNet 

65 Style 

67 Syfy 

68 Speed Channel 

70 Big Ten Network 

71 The Golf Channel 

72 TV Land 

98 Lo

Jose(Sat Apr 24 13:12:47 CDT 2010)>

cal Programming 

138 TLN 

189 WEIU (PBS) 

219 WSEC Create 

220 WILL Create 

233 ION Television 

244 Cable Marketplace 

255 Big Ten Network 

275 EWTN 

276 Daystar Television Network 

285 Comcast Info Channel HD 

416 WILL World 

417 WSEC World 

418 WEIU World 

420 WBUI-DT This TV 

434 Weatherscan 

436 WAND Weather 

446 CSPAN 2 

549 VERSUS 

611 Lifetime Movie Network 

692 Comcast Xtra 

850 Music Choice 

Jose(Sat Apr 24 13:12:48 CDT 2010)>

Thank you for patienly waiting.

Jose(Sat Apr 24 13:12:57 CDT 2010)>

That is your current channel line up.

STeve_(Sat Apr 24 12:14:25 CDT 2010)>

Why is g4 not included now and why was I not informed of the change.

STeve_(Sat Apr 24 12:14:56 CDT 2010)>

And why do I still not recieve signal on the Style network (channel 65)?

STeve_(Sat Apr 24 12:16:19 CDT 2010)>

Was my account credited with any kind of discount for losing so many channels?

Jose(Sat Apr 24 13:15:33 CDT 2010)>

Im so sorry for that Steve, for the G4 that is part of the channel changes.

Jose(Sat Apr 24 13:16:11 CDT 2010)>

For that Style network, may I know what do you see on channel 65?

STeve_(Sat Apr 24 12:17:32 CDT 2010)>

Not authorized (press info for ordering information)

Jose(Sat Apr 24 13:16:56 CDT 2010)>

Okay.

Jose(Sat Apr 24 13:17:17 CDT 2010)>

Let me send a signal over to your box to activate that channel.

STeve_(Sat Apr 24 12:17:24 CDT 2010)>

Again...Was my account credited with any kind of discount for losing so many channels?

Jose(Sat Apr 24 13:17:49 CDT 2010)>

Now once I send the signal, please leave your box and TV on for 45 minutes for the box to fully download the signal.

Jose(Sat Apr 24 13:17:59 CDT 2010)>

Lets take the issue one at a time.

Jose(Sat Apr 24 13:18:07 CDT 2010)>

Would that be okay with you?

STeve_(Sat Apr 24 12:18:54 CDT 2010)>

Well, one channel isn't going to make a huge difference here.  I appear to have lost over 30 channels and my payments have only increased....but one at a time is okay

Jose(Sat Apr 24 13:19:08 CDT 2010)>

Any question before I go ahead and send the signal?

STeve_(Sat Apr 24 12:19:31 CDT 2010)>

no

Jose(Sat Apr 24 13:19:46 CDT 2010)>

Shall I send the signal now Steve?

STeve_(Sat Apr 24 12:19:37 CDT 2010)>

yep

Jose(Sat Apr 24 13:20:29 CDT 2010)>

Please stay online as I send the signal. I will be confirming if the signal went through or not.

STeve_(Sat Apr 24 12:20:27 CDT 2010)>

ok

Jose(Sat Apr 24 13:22:07 CDT 2010)>

Thank you for patienly waiting.

Jose(Sat Apr 24 13:22:35 CDT 2010)>

I am done sending the signal and I have the confirmation that the box is now starting to download the signal.

Jose(Sat Apr 24 13:22:42 CDT 2010)>

While the box will be on the process of downloading, please do not change channel for it may disrupt the box from fully downloading the signal. You can check after 45 minutes from the time I send the signal. I am 90% this will be fixed after 45 minutes.

Jose(Sat Apr 24 13:23:34 CDT 2010)>

Now, moving on. Let me try and process a credit on your account.

STeve_(Sat Apr 24 12:23:56 CDT 2010)>

Well, I'm really wanting to know what happen to the channels. Are they in a more expensive package now or what?

Jose(Sat Apr 24 13:24:55 CDT 2010)>

Yes, they are in the digital packages.

STeve_(Sat Apr 24 12:25:05 CDT 2010)>

I thought I have a digital package right?

Jose(Sat Apr 24 13:25:24 CDT 2010)>

For that concern, I suggest you contact 1-800-266-2278 to have the detailed information on the price.

Jose(Sat Apr 24 13:25:42 CDT 2010)>

You have the standard cable package.

Jose(Sat Apr 24 13:25:55 CDT 2010)>

Which you are paying $52.99

STeve_(Sat Apr 24 12:26:03 CDT 2010)>

That's not right at all, I have extended basic with the High def channels or am supposed to

Jose(Sat Apr 24 13:27:04 CDT 2010)>

I am just basing my explanation on the information on the account.

STeve_(Sat Apr 24 12:28:03 CDT 2010)>

I'm looking at my statement, It says I have expanded basic and digital choice

Jose(Sat Apr 24 13:28:39 CDT 2010)>

I see, that is the same with the standard cable.

STeve_(Sat Apr 24 12:29:31 CDT 2010)>

I pay $82.94 every moth for and your statement quotes

Jose(Sat Apr 24 13:29:44 CDT 2010)>

You can opt to have the hd channels if you have the hd box.

STeve_(Sat Apr 24 12:29:42 CDT 2010)>

Basic Service 13.13

STeve_(Sat Apr 24 12:29:56 CDT 2010)>

Expanded basic 39.86

STeve_(Sat Apr 24 12:30:04 CDT 2010)>

Dual tuner feature 10.00

STeve_(Sat Apr 24 12:30:23 CDT 2010)>

digital dual tuner dvr/hd 7.95

Jose(Sat Apr 24 13:30:49 CDT 2010)>

Your monthly rate is only 52.99. with out  the taxes and other rentals for the equipments.

STeve_(Sat Apr 24 12:30:44 CDT 2010)>

digital choice 12.00

Jose(Sat Apr 24 13:32:48 CDT 2010)>

Let me check. Can you please verify to me the account number.

STeve_(Sat Apr 24 12:32:42 CDT 2010)>

No, it's not...I'm obviously paying 64.99 without taxes and rental with the Digital choice package on my bill at 12.00

Jose(Sat Apr 24 13:33:02 CDT 2010)>

Lets make sure that we have the same bill.

STeve_(Sat Apr 24 12:33:16 CDT 2010)>

account # (here)

Jose(Sat Apr 24 13:33:57 CDT 2010)>

Thank you for that information.

Jose(Sat Apr 24 13:36:13 CDT 2010)>

Thank you for patienly waiting.

STeve_(Sat Apr 24 12:36:02 CDT 2010)>

The Digital choice package has been on our bill for over a year because I WANT THESE CHANNELS

Jose(Sat Apr 24 13:36:39 CDT 2010)>

Can you please verify to me the complete name on the account that you provided.

STeve_(Sat Apr 24 12:36:52 CDT 2010)>

(name on account here)
Jose(Sat Apr 24 13:37:39 CDT 2010)>

Thank you for that information.

Jose(Sat Apr 24 13:38:35 CDT 2010)>

Im so sorry for the earlier billing information that I provided, I was basing my explanation from the account of Steve Poe.

Jose(Sat Apr 24 13:39:15 CDT 2010)>

Thank you for patienly waiting.

Jose(Sat Apr 24 13:39:27 CDT 2010)>

The monthly rate is 119.94.

STeve_(Sat Apr 24 12:40:07 CDT 2010)>

OK, now do you see the Digital choice package?

Jose(Sat Apr 24 13:41:23 CDT 2010)>

Let me type what service I can see on the account.

Jose(Sat Apr 24 13:41:36 CDT 2010)>

Standard cable =  52.99

Jose(Sat Apr 24 13:41:56 CDT 2010)>

Digital choice  =  12

Jose(Sat Apr 24 13:42:29 CDT 2010)>

hd box  = 10

Jose(Sat Apr 24 13:42:53 CDT 2010)>

Internet service = 44.95

Jose(Sat Apr 24 13:43:03 CDT 2010)>

That is all what I can see.

STeve_(Sat Apr 24 12:43:06 CDT 2010)>

Correct, so what is digital choice?

Jose(Sat Apr 24 13:44:31 CDT 2010)>

For digital choice, you can access some hd channels.

Jose(Sat Apr 24 13:44:42 CDT 2010)>

For digital choice, you can access some hd channels.

STeve_(Sat Apr 24 12:44:59 CDT 2010)>

What HD channels? just to be sure here

Jose(Sat Apr 24 13:46:15 CDT 2010)>

Let me check.

Jose(Sat Apr 24 13:48:32 CDT 2010)>

Thank you for patienly waiting.

Jose(Sat Apr 24 13:48:34 CDT 2010)>

919 CNN HD 

921 Golf Channel HD 

922 Comcast SportsNet HDTV 

923 ESPN HD 

924 ESPN2 HD 

925 TNT in HD 

926 TBS HD 

929 Lifetime Movie Network HD 

930 Disney Channel HD 

931 ABC Family HD 

934 Animal Planet HD 

935 HD Theater 

936 Discovery HD 

937 Universal HD 

938 Syfy HD 

939 USA HD 

940 A&E HD 

941 History HD 

942 HGTV HD 

943 Food Network HD 

944 TLC HD