Comcast

Comcast Comcast lied to me and would not give refund during major internet outage. Nashua, New Hampshire

4th of Dec, 2010 by User919972

About a week ago Comcast had a major internet outage that hit the Northeast U.S. - from Virginia all the way up to Maine. I live in southern NH and was one of the customers affected, as my service became noticeably erratic Friday night, i.e. it was very slow. On Saturday, my high-speed internet went down completely, and did not come back until Monday afternoon. As an individual who relies on online access for my career, it was very frustrating to catch up on work after Thanksgiving without any internet. I called Comcast several times and was met with busy signals due to the bombardment of calls they were getting. When I finally got through to a rep, I asked for a manager who told me that my state was not one of the areas affected. As a matter of fact, he even went so far as to say they were receiving almost no calls from NH. I further asked him if I was the only house within my neighborhood who had problems, and he confidently said yes. I then spent 90 minutes on the phone with this manager who kept insisting that either my modem or computer had an issue. While I was on the phone a family member drove 15 miles to the closest Best Buy to buy a new $100 modem before they closed. We tried installing that but it did not work. Finally the manager was convinced my computer had an issue, and told me to call Dell tech support. My computer was just beyond the warranty period and I decided to call them anyway knowing I would be charged for Dell service. While on the phone with them, they did not detect anything wrong with my computer. I came away from that call with a hefty tech support bill. Most frustrating of all, later that night I saw on my local news station that Comcast's internet outage had indeed affected a large portion of NH customers. They also reported it was an issue with the DNS. I was simply infuriated that the manager I had spoken to earlier lied to me - outright. My internet service came back sometime Monday, and when I called Comcast simply asking for a full month's refund for the major inconvenience, they would not budge. I told them the manager lied to me and said I had an issue with my computer and modem, which was not the case. I now have a $100 modem that I do not need, as well as a bill from Dell for tech support I never needed. This is one of the worst experiences I've had with any company. Please be aware.

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