I got tired of having Dial-Up service when all my Internet friends had cable/dsl and I could not enjoy the interenet as well, so I made the call to Comcast At Home to obtain what I had heard as "contant connection at high speeds."
I was told my Cable Modem would arrive in the mail, which it did, and I opted for the self-installation kit, which was a way for them to try and find any possible way to send out a tech personally. My kit came, I read the instructions step by step and encountered numerous problems:
PROBLEM 1) The Ethernet Card (SMC) I was sent did not have the corresponding driver on the At Home Start up disk, so I made my first call to Tech support. There first response of course was, "We will send out a tech." I told them no, that it is their fault that the Ethernet Card did not have the right driver, so the told me to come down and pick up a new driver, which I did.
PROBLEM 2) Upon returning home, again, the Ethernet card I had did not have the corresponding driver. This proceeded into 3 calls to Comcast, with:
CALL 1 RESPONSE: You don'r need the driver, windows should recognize the new hardware. (It didn't)
CALL 2 RESPONSE: You need the correct driver, come down again and we will give you the right disk and/or ethernet card. (I did not go again because I was confused as to what I needed and what I didn't)
CALL 3 RESPONSE: (THIS WAS A MANAGER) You do not need the driver, however, if your ethernet card is not being recognized, come down to the office, we will give you a USB to ethernet adapter. (which I did)
PROBLEM 3) The Modem, just like the ethernet card, did not have the correct driver, and again, I was told I did need the driver, then that I didn't, then that I did. When it was all said and done, I had the modem hooked up via usb-to-ethernet adapter, software installed, and ready to go, all this after about 7 calls to tech support.
PROBLEM 4) After I was ready to go, comcast could not obtain a response from my modem. I gave them the Mac Address for the modem several times, they resent the modem into their network numerous times, and to no avail. All this because my ONLINE light never came on. The problem ended up being that I was told to "split" my cable with a splitter, which weakened the signal, so my modem never went online until I tried using it directly without the splitter. I then was being charges for two services when I only had the use of one or the other, and it took them almost a full month to get out to my residence to install a second line (at first they were going to charge me for that too but I fought my way out of that seeing as it was there problem) however, I still was billed for a full month's service for both services.
ROFL Im not done yet, can you tell I am mad at these people?
PROBLEM 5) Service, after it was finally hooked up, was good for about 1 month, then the "transition" from comcast at home to Comcast High Speed Interent took place. After that, I never had a reliable connection. I cannot tell you how many times I was surfing the net and my modem went offline, or how many times I was surfing and it was going SLOWER than a Dial-up connection. I had 2 computers, 1 on comcast, and one on Dial-up, and the Dial-up was 100 times more reliable in terms of connection.
PROBLEM 6) Tech Support // Billing - I had made more than 10 calls to billing and tech support complaining about the service, saying that I should not have to be billed and pay for a false service. They ended up giving me $5.00 credit toward my 49.99 a month bill. Big deal!
After it was all said and done, I made the call to Bellsouth to switch to DSL, and I personally called Comcast, I told them that they falsely advertise, that there so-called "constant high speed connection" is in fact Random Speeds and Randomly connected. I told them that my dial-up was more reliable, and that I never one time felt valued as a customer, and wanted to know what they could do to make me a satisifed customer. The managers response? "I don't know sir. Nothing I guess." I then told the manager blatently to shove their service up his ***, cancelled, and told them I was switching to someone more reliable.
This lasted 6 months long, 1 month of TRYING to get hooked up, 1 MONTH of good service, and 4 MONHTS of random connectivity at random speeds.
Oh and by the way - out of the entire six months, not once did I receive my Proper username and password and never could check my email, use my webspace, or anything.
All In All - I rate comcast as one of the poorest companies I have ever dealt with, Their Phone support gave me several contradicting answeres about numerous questions, some didn't even know what to do, and most of the time I was on hold. I never got a break in my bill for the lack of quality of service, nor did I ever once feel like I was a valued customer. If you live in nashville or an area that has comcast, my advice - DO NOT GO THROUGH COMCAST!!
My Email: Luke74@tds.net <---reliable service through La Vergne
Nashville, Tennessee Click here to read other Rip Off Reports on ComCast