Last month, without warning, I lost my internet connection. Since RCN used to have outages all the time I assumed that’s what it was, however, after two hours I started to get worried. I called Comcast CS. While on eternal hold I started reading the latest statement and discovered that they had been charging me $45 the last two months for not returning a router that I had received from them a month prior to the billing. So now I had two problems.
When I finally got someone they looked up my account, couldn’t understand why I was being billed, but insisted that I wasn’t actually being charged. Never mind that my bill was $90 more than it should be for two months of services. She said she would fix it and then transferred me over to tech support to fix my internet problem.
The woman from tech support was very nice. She quickly checked my connection and isolated the to somewhere in my house. I was about to ask how much it would cost me to have a service call when she asked if I had a Comcast router. I told her “yes” and she said, “I know exactly what your problem is.”
Turns out I ordered my router at the wrong time. Comcast was starting up its whole Xfinity thing and, apparently, a lot of routers ordered during that time were entered as “due to be returned” instead of “shipped out”. And since no notices were sent out no one knew about the problem until they started getting billed or, in my case, when their routers got de-authorized because they hadn’t been returned. I was the fifth customer she had helped with that problem that day. *rolls eyes*
My latest bill arrived today. I noticed there was no $45 charge this time. I also noticed there was no credit given for the previous overcharges. However, the amount due magically went down to what it should be. Makes me wonder if I would’ve received a credit, had I paid my bill on time.
While Comcast did fuck up, and this fuck up is a mere drop in the bucket compared to their other fuck ups, I will say it appears their CS isn’t outsourced. It was nice being able to talk to people about a problem and actually understand them when they gave the solution.