We switched to Comcast for our internet service in April of this year after we got fed up with our other provider HughesNet. We use Direct TV for our cable and have only cell phones.
Our initial phone call with their sales department was fine. We told them exactly what we wanted and they got us set up fairly easy. We chose the option to buy our own modem and router rather than rent one from them as it was cheaper over the long term. The do it yourself install was fairly easy. They sent us a form with instructions and our unique code. We set everything up then called the automatic setup line and entered the code from the form and we had internet within about 5 minutes.
They had told us that we would receive the first bill from them within a month with instructions on how to set up automatic bill pay and our online account. I assumed it would show up as they said but I eventually noticed that it had been over a month and I had not seen it so I got onto the online chat to see what the issue was.
This first chat session was a mess. The agent did not speak English very well and could not understand my issue. She seemed to think that all I wanted to do was set up my online account but did not understand what I was talking about when I said we never got a bill. I finally just gave up and had her set us up with an online account. That way I had an account number and I could set up the bill for automatic payment so whenever it did kick in, it would pay on time.
Another month went by and I noticed that we had still not gotten a bill or been charged for the 2 months of service so I again tried the chat line to see what the issue was. Again the agent had no idea what I was talking about. I ended up just telling her that I had not gotten my bill and could she resend it. She said we would have it by the end of the week. Nothing.
So this time I decided to just call the 1800 number and speak to someone. It took me explaining my issue to several different people before I was able to find someone who was able to help me. The 2nd person I spoke to was astounded that this had happened and said that I probably could have just left it as is and gotten several months of free service. She said their system would have turned it off automatically at some point. She said basically what had happened was our account was never completely activated. Our internet service had been but the system had never pushed the account through as an active account so it was still listed as pending. Like it was still waiting for us to call and activate it with the code we received earlier. She couldn't fix it from her system but she transferred me to a sales person who ended up just setting us up with a new account number. It took me almost an hour on the phone to get everything figured out.
Overall I spent a little over 2 hours total between the chats and on the phone just to pay the bill. It was almost like they didn't want to be paid for the service. Next time this happens I think I'll just enjoy the free internet until the service turns of then just call and set up a new account.
So far the service is just fine and we are paying what we were quoted every month. We will continue to post any updates as we go along.
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