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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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  • Bob: I also got $1 increase for my 100/10 internet from Spectrum. A rep said it's for the speed increase that's coming in 2019. I complained that I was pro...
  • EJ: It makes sense to focus on wireless considering the government contract they have. The strange thing is they referenced fixed wireless in this article...
  • nick: Interesting how they conveniently leave out (Spectrum TV Choice) streaming service which is also $30/mo ($25/mo for the first 2 years)....
  • krichnercom: That's not the only way they are "fleecing the customers" if you leave them they will make it very difficult to return the equipment if your in a rura...
  • Mike: I have used Converter boxes since 2009 changeover. Yes I have gone through a few as some brands have heat issues, etc. but used boxes are found at Goo...
  • Dylan: They got to pay for that 5G somehow without demonstrating to Wallstreet that it will cost more than what they want it to cost. So you got to cut costs...
  • Aardvark: Is the loss of channels mostly in more rural areas? Anecdotally that would appear to be the case. Here in the NYC metro ...
  • Mick Allen: My first thought was that the folks who have lost reception should rescan their converter boxes. After giving it a little thought I decided to ask a ...
  • David: I'm in Temple City, CA (91780) & my rate went up $1 with my October statement. I only have their internet service (100 mbps). They never sent noti...
  • ADubb: I completely agree with the comment above. I go over my limit each month, have a few Nest cams and cloud back up devices on my home network. Something...
  • Paul Houle: I think AT&T is more interested in fixed wireless using low band spectrum in exurban areas. At my location Unlimitedville (AT&T) was able to ...
  • EJ: How about investing in some CAPEX. Identify and fix problem areas. O wait Spectrum don't need to do that. If I had to guess my bottom dollar I would b...

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