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Not Only Was Comcast’s Customer Retentions Guy Annoying, He Was Also Factually Wrong

astound-broadband-logoNearly two million people have listened to the Comcast customer service call from hell since it went viral earlier this week.

Comcast quickly decided it was best to apologize:

We are very embarrassed by the way our employee spoke with Mr. Block and Ms. Belmont and are contacting them to personally apologize. The way in which our representative communicated with them is unacceptable and not consistent with how we train our customer service representatives. We are investigating this situation and will take quick action. While the overwhelming majority of our employees work very hard to do the right thing every day, we are using this very unfortunate experience to reinforce how important it is to always treat our customers with the utmost respect.

csrSetting aside all that, we decided to investigate why Mr. Block was willing to subject himself to 18 minutes of phone hell to cancel his service.

At one point, we learn he is switching to Astound, a provider of cable TV, broadband internet, and telephone services on the West Coast, serving over 325,000 residential and business customers within communities in the San Francisco Bay area. Astound is an overbuilder, which means it is one of those rare instances where Comcast faces head to head competition with a company that can deliver more than DSL.

Although Comcast’s rep swore Comcast had the fastest Internet speeds (it doesn’t) and can deliver maximum savings (also wrong), it turns out Astound offers both cheaper and faster Internet service. We’d probably switch too, although we wish Astound would dump its 1TB monthly usage cap. How many customers even come close to that isn’t known, but it is likely under 1%, which makes us wonder why they bother with a cap at all?

We collected pricing information from both Astound and Comcast’s websites and here is what we found:

Stop the Cap! will include this incident in our formal filings with the FCC and New York State Public Service Commission in opposition to the merger of Time Warner Cable and Comcast. Comcast customers tell us Mr. Block’s experiences, although extreme, are not uncommon when dealing with Comcast’s customer retention department.

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  • Tommy Todd: This sounds good. But getting help to get the process started is next to impossible. The mobile website is a dead end, can't even check the service ma...
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  • EJ: Josh you are correct as of right now. Without unlimited and/or very high (1TB) caps 4g/5g is nothing more then competition for satellite internet. We ...
  • Dylan: Got that right!...
  • Gayle Conversion: My name is Gayle Anne Wehner-Foglesong.To McAdams! Watch your mouth! You do not blame anyone but yourself. I know everything and I want my money now! ...
  • Michael sherwood: Spectrum charged me an overdue amount and I haven't even been with them for a month...
  • Josh: He’s not wrong, for once. The cell phone stuff keeps blathering s out speeds and how great it is, then can’t actuslly provide unlimited service or an...
  • Dylan: Yeah, Spectrum definitely needs this. I know here in New York, we have National Grid as our electric and gas provider and they definitely tell you abo...
  • FRED HALL: I wish Spectrum had this (and it was accurate). Whenever there's an outage, their tech support is either too stupid or too lazy to let the customer r...
  • Bob61571: TDS Telecom is a sub of Telephone & Data Systems(TDS). US Cellular is also a sub of TDS. TDS Telecom owns a number of smaller small town/rural t...
  • D H: If you want to really feature someone serious for the Governorship. I would suggest Larry Sharpe instead who is actually doing a grassroots campaign....
  • David: Well, I dropped them for earthlink DSL which is slower and buggier but I don't regret it since I don't accept getting pushed around. If earthlink keep...

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