Home » Astound » Recent Articles:

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.

Search This Site:

Contributions:

Recent Comments:

  • Benjamin Schollnick: Spectrum is no better than Time Warner. They are not making "Huge improvements" across this state. They are fulfilling the basic requirements that w...
  • Racerbob: So now, a company takes over Time Warner and they start making huge improvements across this state as far as Internet service speed is concerned and n...
  • EJ: Just remember each state is different, but as a general rule the company hiring the contractor is liable for said contractors work. It will be AT&...
  • joe: Here in West Michigan I had to call Spectrum (Charter) to get my download speed raised ... my latest test using an Ethernet cable directly to the mode...
  • joe: Here in West Michigan I had to call Spectrum (Charter) to get my download speed raised ... my latest test using an Ethernet cable directly to the mode...
  • Donald: How do we participate in this lawsuit? They blatantly told me I wasn't getting what they promised. They are legitimately ripping us off...still!...
  • BestTiffany: I have noticed you don't monetize your website, don't waste your traffic, you can earn additional bucks every month because you've got hi quality con...
  • Kate Momotuik: So, the good thing is someone still cares about customers privacy rights (http://bit.ly/2GaapCV), it's nice to hear. Thanks for sharing the informatio...
  • Marvosa: Just got a free upgrade to 10/100 two days ago here in Minnesota. Of course, I was never notified of the upgrade. I only found out the service was a...
  • Josh: Wow, I'm honestly shocked they're doing that. Good!...
  • Mike: Suddenlink did a sneaky price increase on my Internet service during the holidays from $57 to $63. I believe it does this because fewer people pay att...
  • gitafitrh: htm Spread Spectrum External links: Frequency Control of Non-2. 4 GHz Spread Spectrum R/C Radio Systems: 2. 4 GHz Spread Spectrum R/C Systems do not r...

Your Account: