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:

  • Thomas: Thank you SOOOO much for the advice! I was in a similar situation as Tom B above. I had a great promotion for 24 months - $55 for the Choice packag...
  • Ian Littman: The Cox thing doesn't sound like LLD at all. It instead sounds like something similar to the WTFast service that Asus bundles with some of their route...
  • Suzanne: Jane, I did that same thing, so very fed up with Spectrum and their rates, and their (lack of any) customer service to keep a customer. It's going fi...
  • Alison: I just got offered 85 for choice for 12 months. Set up disconnect date. Hoping to get a better offer before then so I don’t have to switch to streamin...
  • Alison: When is/was your disconnect date? Did they ever call?...
  • Alison: Let me know how it goes when you call back...how long you wait. Just set up my disconnect date but will try calling one time before then!...
  • Jane: I'm now retired with Social Security as my income. I worked from home full-time and needed hi speed internet and phone service. I don't have cable tv ...
  • Larry Lee Moniz: More lLike Full Stream Ahead... I am dumping Comcast....
  • Debebe Gebeyehu: I am a senior retired with a very low monthly benefit. Thanks to the food stamp program which is very helpful. I hope the Internet Essential will ke...
  • Ian Littman: The spectrum Starry has won't really work for rural broadband; service only covers a couple miles from the access point. You need something < 6 GHz...
  • Ian Littman: Those are Canadian dollars. CAD 75/95/125 are $56.64/$71.74/$94.40. The more expensive plans are definitely pricier than, say, T-Mobile, but they aren...
  • Ian Littman: I doubt Charter or Comcast would buy Boost. They might pretend to look at it to get better rates from VZW, but that's about it. Altice or Amazon look...

Your Account: