Comcast Solves Customer Service Issue, Keeps Calling To Solve It

Comcast Solves Customer Service Issue, Keeps Calling To Solve It

Hey, remember reader Karen, who had trouble convincing Comcast that they had somehow locked her out of all online access to her accounts? She spent more than two weeks fighting her own one-woman Battle of Kabletown, finally getting the attention of the ComcastCares team with Consumerist’s help. It looked like everything worked out for her. It did…except for how Comcast continued to call her about her open “trouble ticket” for days. [More]

Comcast Memo: Rep From “Painful” Retention Call Was Doing “What We Trained Him To Do”

(chrisinphilly5448)

A week after the posting of the neediest customer-retention call in Comcast history, the fallout continues, with the company’s Chief Operating Officer telling Comcast employees in a memo leaked to Consumerist that the incident was “painful to listen to,” but that the rep “did a lot of what we trained him…to do.” [More]

Kate Cox

From AT&T To Verizon: What The Web’s Biggest Players Told The FCC About Net Neutrality

The FCC originally planned to stop taking comments about their net neutrality proposal on Tuesday. But after demand overwhelmed and crashed their antique IT system, they extended the deadline to 11:59 p.m. (EDT) tonight. As of yesterday, well over one million comments had been entered, and that number’s still going up. Clearly, the public cares — but what is the public saying? [More]

(Steve Rhodes)

Comcast Locks You Out Of Your E-Mail Accounts, Shrugs

It all began when Karen paid her Comcast bill online. Maybe that’s what caused her issue, or maybe it wasn’t–all she knows is that when she tried to log in to her account after the payment posted, she got kicked back to the login screen. That’s how two weeks of what she called “Xfinity Hades” began. [More]

Confessions Of A Comcast Video Repair Agent

(Steve Garfield)

In the wake of that embarrassingly desperate Comcast customer retention call, and statements from current and former Comcast workers who claim that such behavior is par for the course, one of the company’s video repair agents has sent us some inside information about what it’s like behind the scenes at Kabletown. [More]

Senator Challenges Comcast, AT&T Execs On Opposition To Municipal Broadband

Senator Challenges Comcast, AT&T Execs On Opposition To Municipal Broadband

The Senate Commerce Committee held hearing today on broadband competition, media consolidation, and the future of online video transmission. Among the witnesses were Comcast exec David L. Cohen and AT&T bigwig John T. Stankey. During the hearing, Massachusetts Senator Ed Markey directly asked the two about competition from municipal broadband providers. [More]

Comcast Employees Say Needy Retention Call Is Totally Normal

(Consumerist's own Chris Morran)

While we all spent yesterday shaking heads and commiserating with Comcast customer Ryan Block in his exhausting effort to get a customer service representative to disconnect his service, it’s always good to stop and remember that there are actual humans on the other end of that line, people who are hired to do a job. And in the case of call center workers, we’ve heard from many past and current Comcast employees who say that type of effort might’ve been a bit much, but it all comes down to meeting quotas. [More]

(Caleb Kerr)

Comcast Is “Very Embarrassed” By That Clingy Customer Service Phone Call

Now that everyone has heard just how clingy a Comcast customer service representative can be when demanding an explanation for a breakup, you might be wondering how Comcast is feeling. The answer is, pretty darn ridiculous. [More]

You Have Until August 25 To Tell The FCC Your Thoughts About The Comcast-Time Warner Cable Merger

You Have Until August 25 To Tell The FCC Your Thoughts About The Comcast-Time Warner Cable Merger

It’s been five months since Comcast and Time Warner Cable first announced their intention to merge, but the regulatory gauntlet they need to get through first is just now ramping up. Earlier this week, the FCC announced the team doing the review, and now they’ve announced their timeline for taking comments on the matter. [More]

Dish Asks FCC To Block Comcast/Time Warner Cable Merger

Dish Asks FCC To Block Comcast/Time Warner Cable Merger

If you could be any player in the pay-TV industry these days, you probably wouldn’t choose to be Dish Network. It’s being sued by broadcasters for its DVR; its one competitor in the satellite market is trying to merge with AT&T, which puts Dish’s future in doubt. So it’s little surprise that Dish isn’t thrilled about the potential marriage of Comcast and Time Warner Cable. [More]

FCC Hires Opponent Of Comcast/NBC Deal To Review Comcast/Time Warner Cable Merger

FCC Hires Opponent Of Comcast/NBC Deal To Review Comcast/Time Warner Cable Merger

Comcast and Time Warner Cable have been treating their merger as a foregone conclusion ever since they announced their betrothal in February. And with the companies cozying up to regulators, dropping huge piles of cash on lobbyists and campaign contributions, and making themselves look as good as possible, it’s not hard to see why the execs at the top would be feeling confident. But the FCC has just made a few key hires that make it look like the agency might actually push back against Comcast’s financial onslaught. [More]

Dinners And Parties: Here’s Why Comcast Isn’t Worried About Getting The TWC Merger Approved

Dinners And Parties: Here’s Why Comcast Isn’t Worried About Getting The TWC Merger Approved

Comcast has been using every trick in the book to drum up approval for their pending merger with Time Warner Cable. They’re spending big on lobbyists, filling campaign coffers, relying on revolving doors, and strategically funding feel-good initiatives. But those are just icing on the cake. What really gives them confidence in their merger plan? The buddy-buddy relationship they’ve developed with regulators. [More]

Someone Swiped My House’s Comcast Connection; Comcast Wants $40 To Come Look At It

The black cable comes up from the ground and is supposed to go into the house. Instead, it's been pulled out of the conduit and connected to the orange underground-grade cable, which runs down the side yard to a neighboring property (see photo below).

All Consumerist reader Dan wants is to get Internet access to the house he just purchased. Shouldn’t be a big deal since Comcast says the building was previously wired for its service. Problem is, the cable running to his house no longer connects with his house, but instead now snakes off across his yard — on top of the ground — to a neighbor; and Comcast wants Dan to pay up just to come out and fix the mess. [More]

Porn Copyright Trolls Trying To Use “Six Strikes” Warning System To ID Pirates

(jpmarth)

After years of outrageous lawsuits with 6- and 7- figure penalties thrown at people who illegally shared some music or movies online, the cable industry’s Copyright Alert System (better known as “Six Strikes”) was supposed to represent a happy middle ground, where Internet Service Providers sternly warn alleged violators that they’re onto your file-sharing ways and could you please stop so this doesn’t have to go to court? But folks who make a lot of money off of the threat of copyright lawsuits are hoping to use Six Strikes info to identify pirates. [More]

AT&T Says DirecTV Merger Will Save Money, But Not For Customers

AT&T Says DirecTV Merger Will Save Money, But Not For Customers

While the folks at AT&T and DirecTV try to claim that their proposed merger is different from the pending marriage of Comcast and Time Warner Cable, both deals have one bit of double-talk in common, with the companies all saying their respective deals will help them be more efficient and save money while no one is willing to commit to passing those savings on to customers. [More]

After Fire, Comcast Probaby Won’t Make Low-Income Seniors Pay For Burned Cable Boxes

After Fire, Comcast Probaby Won’t Make Low-Income Seniors Pay For Burned Cable Boxes

The good news was that no one was killed or injured when a fire destroyed an apartment building for low-income senior citizens in Battle Creek, Michigan last week. The bad news is that the seniors’ cable provider, Comcast, can’t rule out that they’re going to charge the residents for the Kabletown-owned cable boxes that were destroyed in the fire. [More]

Here’s Why You Should Think Twice About Using AT&T Or Comcast WiFi Hotspots

Here’s Why You Should Think Twice About Using AT&T Or Comcast WiFi Hotspots

If you’re a customer of AT&T or Comcast, you’re probably very aware of these two companies’ efforts to create massive networks of free WiFi for their subscribers to use when away from home. But a new report shows just how easy it is for an unseemly character to fake one of these hotspots and steal your information. [More]