Comcast Customer Service

[@SpindraVerse]

I miss this job. Not sure what day you cancelled on, but I was in retention. My favorite cancellations were on Fridays. If the customer was instant I'd make sure to immediately cancel their service. I do mean immediately. One tactic that I liked to deploy was getting a customer to call back and cancel with me on Fridays. The second they said cancel I'd work hard to cut their service off during the call.

[@cyricthemad311]

Funny thing is, that is exactly what I wanted at this point, and it's exactly what happened when the head of customer relations DM'd me on Twitter shortly after posting a link to this video. See, at the time I was getting faster speeds through my phone's hotspot and was grandfathered into a completely unlimited data plan on Verizon, so lack of Internet connection was not a concern at all.

[@Ash6777]

I used to work for Comcast under their Video and Billing department. And while yes, we do try to keep customers from cancelling their service by offering a deal a customer is qualified for, but, however, if you would have wanted to cancel your service, we would have to transfer you over to the disconnect department. And this call, from what I can tell, was not handled properly.

[@cyricthemad311]

This call took place 4 hours in. I originally didn't want to cancel my service. I wanted pricing on some different packages, but after dealing with multiple disconnects, hold times, and flat out incompetence, I was done. I posted this video to Twitter the next morning and received a call from the head of customer service within 15 minutes of posting. Whole situation was handled 10 minutes later. That's a bit extreme, but that's the route I had to go.

[@kookiecastro8452]

@@cyricthemad311 with out posting it to twitter the will not notice?

[@cyricthemad311]

@@kookiecastro8452 I did post to Twitter, and got resolution immediately.

[@kookiecastro8452]

@@cyricthemad311 where exactly on your profile or in Message

[@cyricthemad311]

​@@kookiecastro8452 profile.

[@mrslime53]

technical support is the most busy and queing department the reason why people were put on hold for a little bit longer. and technical support cannot cancel a service.

[@cyricthemad311]

I never once asked for tech support.

[@nuranarrowood5808]

it took 3 days to come Comcast support meantime no phone or internet

[@nuranarrowood5808]

Comcast used to be so nice I use to pay my bill telephonically no problem to philippine ladies it was so nice

[@mistercallcenter3252]

Sir CAN'T YOU UNDERSTAND LOYALTY,RETENTION, DISCONNECTION DEPARTMENT IS ALREADY CLOSED? IN WHICH PART OF THAT YOU CANNOT UNDERSTAND? MY GOD! YOU'RE ONE OF THE UNREASONABLE CALLER WE ENCOUNTER . YOU SPENT 3 HRS? I DOUBT !

[@cyricthemad311]

HAHAHAHAHA!!!!!! I CAN TYPE IN ALL CAPS AS WELL!!! THE RETENTION DEPARTMENT WAS NOT CLOSED WHEN I STARTED CALLING, BUT DUE TO THE RAMPANT INCOMPETENCE AT COMCAST THEY WERE CLOSED BY THE TIME I GOT TO THIS POINT. THE AMOUNT OF TIME WAS ALL LOGGED, IT WAS ALL SHOWN TO THE HEAD OF COMCAST CUSTOMER SERVICE. I COULD GIVE A FLYING FUCK WHAT YOU THINK. GO TROLL ELSWHERE.

[@lmao7243]

@@cyricthemad311 WELL SAID CYRIC!

[@markuchiha7737]

TL easy lang

[@nuranarrowood5808]

I do have a bad bad experience with Comcast price going up i do not have extras

[@PatrickA1]

2 freaking hours with these people just to get my phone fully paid off and unlocked. I ported over to T-Mobile right after it was unlocked.

[@meriejoybustillo2617]

The retention dept. Is actually close every Saturday and Sunday and that is the only dept that can cancel service. So if ure gonna cancel Service, call during working days.

[@cyricthemad311]

Yeah, it was a weekday, and I originally didn't call to cancel service.

[@calebhodson7421]

Whatever happened to just cancelling somebody’s service if they say disconnect me? If someone wants to cancel, do as they request without hassle. And for goodness sakes don’t pressure them too buy something that they don’t want. The customer is always right.

[@bkdabeast3974]

no they are not

[@calebhodson7421]

@@bkdabeast3974 You must work for Comcast. 🤦‍♂️My bad.

[@calebhodson7421]

@@bkdabeast3974 I forgot. Comcast CSRs are always right.

[@70mile]

Sorry for the late reply, but yes you as the customer have the right to say no or yes to staying or leaving the company, saying yes or no to things that you want or need, or don't want or need, etc. However, those reps have a job they have to do. For example, if you are talking about canceling, it's their job to try to talk you out of it. If they don't, they get fired in what's called a no save attempt, meaning, if they don't make an offer for you to stay, they get fired. Yes it's that simple. And on top of that, if the customer does end up canceling, the rep gets penalized for that customer leaving the company, meaning they have a certain goal to meet. If they don't meet that goal per month, for example, maintaining customers, cable, internet and phone etc, then they get in trouble too. Is it a hassle? Yes it is. It's a hassle for you and also the rep. Blame the companies for allowing this to happen and blame the FCC for not stepping in because they know what's going on.

[@ItzzValer1e]

I worked for comcast billing and tech before and ask me anything hahah

[@lmao7243]

Anything?

[@nuranarrowood5808]

Feb we had an ice storm I had no home phone or internet for 3 days Comcast did not give me discant

[@dagsterblaster4973]

Is there any chance you could have updated this and given a suggestion on how to handle this problem? What did you wind up doing?

[@cyricthemad311]

The purpose of this video was too tweet to Comcast customer service. Once I tweeted them this video I received a phone call from the head of customer relations within 15 minutes. Service was cancelled with no ETF. Had AT&T fiber installed a few days later. Bill is the exact same every month and the service has been excellent.

[@thelordisgood1619]

Not good customer service, am a customer Service representative and I don't deal with my customer that way this can't be real

[@pugkingmn1651]

att is no different, its funny af how you guys all think one company is so much better than another, like literally theyre all the fuckin same just different name for company

[@cyricthemad311]

I've been on At&T Fiber since three days after this video was posted. My bill has been $90 flat each month without fail. I consistently get 500mb+ up and down. I've had to call customer service once and the issue was solved in under 15 minutes.

[@nuranarrowood5808]

same company different people

[@cyricthemad311]

@@nuranarrowood5808 not in my experience.

[@SpindraVerse]

Good video. Ah man gives me nostalgic feelings. See if a customer said can I use the card as payment, I knew the answer was no. My job wasn't collections and it wasn't my credit, so I never fought customer on that kinda thing. Good times, I'll miss it. Was a fantastic beginner job. To be clear I always told them the truth that the company won't take the gift card as payment, but I wouldn't argue with a customer if they insisted on it.

[@cyricthemad311]

No one was trying to pay a bill with a gift card.

[@nuranarrowood5808]

omg my Comcast bill 163 00 it is too much i mailed apr bill if come more than 163 00 i have to close comcast

[@nidhirithi1773]

Retention is closed every sunday

[@cyricthemad311]

I didn't call on a Sunday.

[@carmelcasin1204]

Retention open at 8am. Unlike other departments they open at 7am

[@carmelcasin1204]

I used to work in retention. We need to do our best to keep our customers from cancelling their services. Sometimes, we offer promotions. We give free channels, or discover the needs to help cs decide what fits for his budget.

[@mrmr2488]

@@carmelcasin1204 I'll be canceling comcast in 9 days for C-Spire Fiber and I'm going to tell retention to blow me.

[@carmelcasin1204]

@@mrmr2488 i heard about fiber and stuff.. make sure ur not in a promotion package or else they charge u cancellation fee

[@CypherBasara]

I am a Comcast Internet and Phone Repair Specialist and honesty I am really embarrassed for this type of trouble that you had experience with us. It's just that this is something that we don't have control of. I am really for the inconvenience but I am hoping that you did not take it personally and generally with all of us. Thank you!

[@markuchiha7737]

release

[@carmelcasin1204]

Actually he is doing his best to keep the cx from cancelling his services.

[@markuchiha7737]

Tarue

[@kit2564]

CAN SOMEONE GIOVE ME THE 800 NUMBER OR CUSTOMER SERVICE = XFINITY WONT GAVE IT TO ME BIT I KEPT CALLING AND GOT THRU AND CS WAS SO NICE TO SET UP A SERVICE CALL FOR THE NEXT MORNING WHICH WAS A HOLIDAY...... SHE SET UP A SERVICE CALL AT 10 THE NEXT MORNUNG BUT I NEED TO GET BACK TO CS ABOUT THE SERVICE CALL. I CANT GET THRU AND I CANT FIND A NUMBER ANYWHERE..... CAN ANYONE HERLP SPECIALLY THE FORMER EMPLOYEE. THANKS

[@예뽀요009]

I work at customer service with comcast xfinity when customer calls to cancel the service ,me be like go ahead 😊😅 good choice 😂

[@nuranarrowood5808]

omg what did happen my Comcast my phone ty internet i do have more than 5 years

[@marty3888]

I am not a Comcast fan at all, but aT&T will do the samething. great deal at first then it starts to go up. I hate them too.

[@cyricthemad311]

Been with AT&T since 3 days after this video was posted. My bill has not changed at all. I've only had to contact them once in the beginning due to some issues accessing my account online. My experience with AT&T has been flawless.

[@Nobody-x9j6u]

Your just too harsh on csr who tried to help u what if ur the csr do u think that it would be easy on your part especially the customer's concern is about the retention in every Telco company like Comcast there's always a different department who would cater specific issues so we can't blame other csr to put u on hold or transfer u to the right department. Be empathetic please

[@cyricthemad311]

Get fucked please!! After being transferred to multiple departments over three hours and everyone telling me they couldn't help me, empathy is out the window.

[@shewolf123able]

Ah, so I need my things fixed cause my time has been wasted... Classic. Honestly, if you don't have empathy for a new person trying to help you, then don't expect it back or them smiling about it. We aren't your lap dogs that will fix everything for you. If you ever worked in customer service or any multimillion dollar company, it's common sense that you're one of a million customers. Your issue isn't special or unique. It doesn't matter the loyalty to the prices you pay, it doesn't matter the amount of time you took from your little activities; that other person on the line is another person trying to help you. If you think you are taking out your frustrations on someone is you sticking it to the man. You're making an ass of yourself. And I feel bad for the poor family that puts up with you. You have every right to be upset, but that person is not responsible for the time you're taking in solving YOUR problem. If you think your problem is that grand, it honestly isn't. You probably then should take a break and do something else. You literally pay taxes and bills to have that option, as I'm sure you've complained about. So by all means, go do it.

[@uweschnellmann3394]

Why on earth is it so difficult to get to an agent to talk to,all one gets is electronic BS......Customer service nill in my opinion

[@MarkusAntonErre]

In Mexico, there is a similar situation with Sky tv service, oh yes, we have calls about cancelling and yes... Its more or leas the same dialogue, very hilarious for me. Hehehehe oh yes

[@joogiewatkins1519]

You know, we actually have Sky here in the UK too! And also, I'm pretty sure Comcast owns Sky.

[@thelordisgood1619]

The representative obviously not doing good customer Service regardless the customer request

[@calebhodson7421]

The hassle as demonstrated here is exactly why Comcast will NEVER get my business again. I filed a complaint with the better business bureau after the representative who falsely advertised a Comcast promotion just to get me and my ex wife to sign up. That is ridiculous. I hope this company gets put out of business for their shady and unethical business tactics and lousy customer service.

[@carmelcasin1204]

The person you are talking to is newly trained to retention.

[@joogiewatkins1519]

How can you tell?

[@carmelcasin1204]

@@joogiewatkins1519 tone of voice

[@carmelcasin1204]

I was from billing department before i was transferred to retention. In that situation, I usually tell the customer that ill have to call him back the next day to have him transfer to a different department. Simple as that, because we're also saving our time. Agents should make conversation as short as 10 minutes per call. Thats what comcast required to their customer service employees.

[@lmao7243]

@@carmelcasin1204 I am very interested in the fact that you worked for Comcast.

[@carmelcasin1204]

@@lmao7243 thank you.

[@miguelbarajas9777]

gift card u get it 12 months after u paying on time and the first month bill is lower due to prorates sir im mentioning it because i worked for comcast

[@cyricthemad311]

And here's the problem with Comcast. The rep in the video said 2 months, not 12 and we had already received notification several months prior stating the gift card had been sent.

[@noctain6683]

The dislikes are from Comcast bots.

[@vincemiranda323]

D SAT HAHAHAHAHA

[@carmelcasin1204]

U can actually transfer it to another retention dpartment

[@nuranarrowood5808]

my bill increased 10 more dollars

[@markuchiha7737]

Talk to billing dept

[@markuchiha7737]

try dish Network

[@lisahansen8301]

Typical Comcast.

[@zeeaziz1]

I don't know if tht customer was able to get done wat he requested for or not because listening to that CSR wasn't easy or painless. This was the perfect example of a perfectly horrible CS call by someone with no soft skills at all to be working there for such type of work. This cud have been taken care much easily and differently then that. O Well one thing I'm sure off after listening to it a bit that the CSR was fired for his performance and the experience of the caller ...

[@thelordisgood1619]

My idea am a customer Service representative and I don't deal with my customer that way this can't be real

[@whitesatin868]

Taxes vary from state to state.. it's not one rate for every state buddy... at&t has even worse customer service and spotty internet... trust me I went thru the same problem as you lol.. but yes their customer service is shit too. Good video :)

[@amarapanaraj3013]

White Satin a

[@cyricthemad311]

Taxes do not increase monthly. That's the major issue I had with the bill creeping up a few bucks each month and then being told it was due to taxes.

[@sarlmarhyusooff8371]

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[@sarlmarhyusooff8371]

que trabalho árduo @ jagotech01 no IG, obrigado por me ajudar a recuperar minha conta