How Good is Comcast Customer Service?

Sep 23, 2013 cable tv, comcast, customer service, 0 Comments
Comcast Customer Service


Comcast customer service can help when issues arise with your High Speed Internet or Cable TV. There are multiple ways that you can make use of the customer service department at Comcast.

Which communication method you choose will depend on what your issue is: billing, technical, programming, sales, etc. Comcast customers have a variety of different things, both positive and negative, to say about the help they received when contacting Comcast.

Multiple Self-Help Tools Available

The easiest, and possibly quickest, way to contact them is online. Simply go to their home page and click Support in the upper right-hand corner. Comcast gives you a plethora of options to choose from in order to help you with billing, accounts and payments, XFINITY TV, Internet, Voice, and even their XFINITY apps. They supply a list of “quick links” for the most common reasons people reach out for support, such as testing your connection speed (I use this now and again!), resetting your account password, and locating your account number.

Comcast Customer ServiceIf you’re signed into your Comcast account, the bar along the right side of the site will give you more info. It lists your services and equipment along with their statuses. When you’re not having issues, your listed services will have big green checkmarks and say, “connected.”

While the help and support center are handy tools, many times people just aren’t feeling up to browsing for solutions to their problems. They want someone directly hearing their issue and offering a solution. Rather than linger in the help and support center, you can visit Comcast’s Contact Us page, where they give you the option to chat with a live representative, or get the number for their phone agents.

How Helpful is Comcast Customer Service?

Keeping in mind that people are far more likely to post a complaint online than they are a good review — Comcast’s Customer Service Scoreboard review is pretty dismal. But put up against some of the other big names among Cable TV and Internet service providers, Comcast is doing about the same as most and better than others, although, the difference is pretty small.

Common complaints revolve around prices and Comcast isn’t much better than their competitors when it comes to little fees you weren’t expecting. For instance, there’s an extra $10 a month just for an HD box for television. This day and age, HD TV doesn’t strike me as something you should have to pay extra for after you’ve paid all that money for your HD TV.

Comcast customer service is also notorious for refusing to budge on their fees: Late fees, installation fees, “reconnect” fees, etc. I’ve gotten into a number of arguments myself — thankfully ones that I’ve won up until now — with them over fees. I’ve been told upon signing up that my installation fee would be waived, only to have a technician show up and try to inform me I’d be charged for it. Thankfully, I had the printout of my online conversation with the rep who signed me up, and I was able to give a copy of this to the tech, who assured me I wouldn’t be charged.

Let’s not get into the fact they charge just to have a tech come out in the event that there is a problem, although, Time Warner Cable doesn’t always do this. You can usually push them into waiving this fee, but it often depends on your attitude and the person you’re dealing with on the other line.

By far, the largest complaint I’ve seen regarding Comcast’s phone agents, are the ones pointing out the difficulty with the outsourced tech support. I can attest to this. It’s common practice for level one technical support for companies like Comcast to be employees of a third party, reading questions from a computer screen and walking through a flow chart based on the answers you give them. Most of the time, they aren’t actually knowledgeable about what they’re doing, or how to fix your problem.

For someone like me, who knows the basics of what to do to try to fix their own service when there are problems, this can be increasingly frustrating. Especially when you are kept on the phone and told repeatedly, “Let’s unplug your modem/cable box/router and reset them,” when you’ve already tried it prior to calling and you know it isn’t going to work.

Let me share a helpful tip that works with Comcast, and likely would work with other providers. When you get your initial customer service agent on the phone, if they aren’t able to help you, request to be transferred to a level-two technician. They might push back some at first, but if you’re adamant, they have no choice but to switch you over. A level two tech will be much more knowledgeable and easier to work with.

Are They Worth the Hassle?

For as long as I’ve had Comcast, I personally haven’t needed to deal with their customer service very often. My service tends to work just fine with few outages, though plenty of customers aren’t so lucky. Read up on Comcast’s service in your particular area to see if there are problems, and be prepared to be diligent and persistent in order to get what you feel you’re entitled to. For what it’s worth, Comcast Customer Service isn’t the worst out there, so don’t let the horror stories scare you away.


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Mike is a certified low voltage installer with over 10 years of professional experience in the field, much of it working for Cable TV companies. He also has over a decade of experience in the computer field as a network engineer and support specialist. Mike's hobbies include installing high-end audio and video systems.

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