Mike Mozart

Comcast Will Continue Using Overseas Call Centers

After being slammed by a string of high-profile customer service disasters, Comcast has made investments in recent year — like putting guarantees on appointments and increasing the size of its social media response team. However, one of the more annoying aspects of customer service calls isn’t going to change: The use of outsourced, overseas call centers. [More]

Comcast Admits It Incorrectly Debited $1,775 From Account, Tells Me To Sort It Out With Bank

Knight725

Nearly two years after Consumerist reader Robert shut down his business-tier service with Comcast, he’s still fighting with the nation’s largest broadband provider over a $1,775 early termination fee that should not have been assessed. Comcast even admits the money shouldn’t have been debited from Robert’s bank account, but now says it’s his responsibility to sort the mess out with his bank. [More]

YayAdrian

Former Comcast Installers Say Contractor Erased Negative Reports, Conspired With Cable Company

Two former Comcast installation subcontractors are accusing the cable giant of using the promise of more work to trick them into spending more money on equipment, people, and real estate — all for the benefit of two larger subcontractors who were allegedly allowed to manipulate and erase negative service reports from customers. [More]

New Jersey Investigating Comcast’s Use Of HD Fee To Raise Basic Cable Rates

New Jersey Investigating Comcast’s Use Of HD Fee To Raise Basic Cable Rates

As we recently showed in our line-by-line breakdowns of cable and satellite bills, Comcast and other pay-TV providers are using a variety of fees to effectively raise customers’ rates without actually increasing the advertised price. Now comes news that New Jersey utility regulators are looking into Comcast’s use of one particular fee on the company’s most basic tier of TV service. [More]

Sterling Davis

Comcast Officially Acquires DreamWorks For $3.8B

The rumors are true: Comcast’s media empire is getting a new addition in the animation department.

[More]

Comcast Raising Data Caps To One Terabyte On June 1

Comcast Raising Data Caps To One Terabyte On June 1

Comcast has — deservedly so — been the subject of thousands of customer complaints since expanding its test of data caps in 2015. In an effort to establish a more realistic data cap, Comcast is more than tripling the monthly data threshold in these markets from 300 GB to a full terabyte. [More]

Comcast Reportedly Looking To Buy DreamWorks Animation For $3B

Comcast Reportedly Looking To Buy DreamWorks Animation For $3B

Comcast already owns a mammoth cable/broadband company, a major TV and cable TV network, amusement parks, and a movie/TV/video production and distribution company responsible for money machines like Jurassic World and the Despicable Me/Minions movies. But that’s not enough, apparently. The boys and girls from Kabletown are also looking to add DreamWorks Animation to their shelf. [More]

honeylamb

Comcast Tells Florida Customers They’ll Be Losing Channels; Won’t Say Which Ones

Comcast giveth (by accident) and Comcast taketh away (via form letter with no pertinent information). The cable giant is telling some Florida customers that they will soon be losing channels they weren’t supposed to get, but isn’t telling them which ones. [More]

Comcast Says FCC Privacy Rules Will Hurt Consumers By Not Allowing Them To See More Comcast Ads

knittinandnoodlin

The number-one complaint we get from Consumerist readers is “You guys just don’t have enough ads on your site! Where are all the pop-ups, roll-overs, pop-overs, auto-play videos, and page-crashing ad units that make surfing the web so dang enjoyable?” We hear you, we do; we just don’t have the staff to sell all those ads you want bogging down your browser and tracking you across pages and platforms. And even if we did, those pesky jerks at the FCC are trying to rob us — and consumers — of more options to be marketed to, and commodified by, our Internet service providers. [More]

Comcast Customer Hit With $60,000 Penalty After Waiting 10 Months For Installation

knittinandnoodlin

We’ve already shown that Comcast and other broadband companies will mislead consumers into believing they can get service at a new property, only to find out when it’s too late that they can’t. So it’s both horrifying and not surprising to hear that when a Comcast business customer tried to get out of their contract because the cable giant failed to install their service for 10 months, they were hit with $60,000 in fees. [More]

Why Comcast Is Wrong To Shrug Off Latest Google Fiber Announcements

Why Comcast Is Wrong To Shrug Off Latest Google Fiber Announcements

Google made two important announcements this week about upcoming Google Fiber launches in San Francisco and Huntsville, AL, indicating its willingness to be flexible about how it deploys high-speed broadband service to new markets. Given that Comcast is the dominant ISP in both of these markets, you’d expect it to be worried, but the cable colossus is shrugging off Google’s encroachment. It shouldn’t. [More]

Comcast Incorrectly Insists Customer Still Owes $400; Her Credit Score Drops By 215 Points

Comcast Incorrectly Insists Customer Still Owes $400; Her Credit Score Drops By 215 Points

In spite of the fact that Comcast has proven time and again that it’s completely ill-prepared to handle the accounts of more than 20 million customers, credit bureaus still believe it when the cable giant insists that a customer still owes money. [More]

Leaked Comcast Doc Admits: Data Caps Have Nothing To Do With Congestion

Leaked Comcast Doc Admits: Data Caps Have Nothing To Do With Congestion

For years, as Comcast and others have rolled out data caps on home broadband usage, we’ve shown evidence that these artificial limitations on data are all about squeezing money out of consumers, and have nothing to do with congestion. Now, with Comcast prepping to make its first large-scale push of its “data thresholds,” we’re seeing how the company is telling its employees to spin the discussion. [More]

Comcast Officially Launches Its “Watchable” YouTube Competitor

Comcast Officially Launches Its “Watchable” YouTube Competitor

Back in August, we mentioned that Comcast was working on something called “Watchable,” its attempt to cash in on the curated online video craze that all the marketing and advertising kids are talking about. We also hoped that “Watchable” was just a working title, because it’s not exactly an astounding endorsement of quality. Today, Comcast announced that it’s indeed launching Watchable, so-so brand name and all. [More]

Comcast Begins Devouring Content Creators: Invests $200M In Vox Media

Comcast Begins Devouring Content Creators: Invests $200M In Vox Media

After months of staying mum about rumors that it was going to purchase or invest heavily in online content networks, Comcast finally announced yesterday that — in addition to controlling cable, Internet, broadcast & cable TV networks, movies and home video — it also wants to have a hand in the news and information consumers get online, with the confirmation of a $200 million investment in Vox Media, the network that includes The Verge, Eater, Racked, Re/code, Curbed, S/B Nation, and of course its namesake site. [More]

Comcast Improving Download Speeds For Free In Northeast, But Not For Everyone

Comcast Improving Download Speeds For Free In Northeast, But Not For Everyone

With Comcast losing pay-TV subscribers in favor of streaming video services, the company is doing what it can to retain customers who not only ante up for TV and broadband, but also for home phone service. [More]

Is Comcast Running Manipulative “Push Poll” In Response To Philly Customer Service Study?

Is Comcast Running Manipulative “Push Poll” In Response To Philly Customer Service Study?

Earlier this spring, Philadelphia released its Needs Assessment Report regarding Comcast, the city’s primary cable/broadband provider, one of its biggest employers, and the tenant of its tallest tower. The results of the survey were not good, with 99% of the written responses unfavorable to Comcast. At the time, the company said the report was innaccurate and said it would “deliver comprehensive proof” to the city. A new telephone poll being conducted on Comcast’s behalf appears to be in response to the city’s report, but some who’ve taken the survey say the questions being asked are designed to put Comcast in the best possible light. [More]

Here Is Comcast’s 10-Point Action Plan For Winning Over Customers

The full Comcast Customer Experience Action Plan is at the bottom of this post.

For years, Comcast’s plan to win over customers was to do absolutely nothing because they — just like most cable companies — were the only choice. But with its pay-TV subscriber numbers dropping, the company is realizing that can indeed lose customers by treating them horribly. In an e-mail obtained by Consumerist, Comcast leadership has outlined its optimistic plan to win back all those customers who hate being residents of Kabletown. [More]