So I was getting tired of my 50/10 speeds and wanted to bump back up to Extreme (which I'd had a couple of years ago for a while when on a triple play package, prior to going voice/data). I decided to engage with Comcast using web-chat. It did not go well, as you can see:
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You : I'm already a voice/data subscriber, but I was wondering how best (most inexpensively) I could get to the 105 internet service. I have the 50 now.
Chris : I'd be happy to assist you in upgrading your Internet Speed.
Chris : To better assist you today, do you mind if I ask a few questions?
You : Sure
You : Rather, go ahead
Chris : Thank you for being a Comcast customer!
Chris : Prices and plans vary by location, however we can definitely take a look at the available offers in your area. May I please have your complete address and zip code?
You : xxxx xxxxxxxx Ct., Naperville, IL 60540
Chris : Thank you for providing your complete address.
Chris : May I have the Account Holder's name for this address, xxxx xxxxxxxx Ct., Naperville, IL 60540?
You : Badonkadonk
Chris : Thank you very much for clarifying that for me.
Chris : Based on your latest billing you are subscribed to Double Play Bundle which includes Performance Internet and XFINITY Voice Unlimited.
You : Correct. It's the 50/10 service
Chris : Thank you for affirming!
You : YW
Chris : Please give me a moment as I search for the available offers for you.
You : Sure. Thanks
Chris : You're most welcome!
Chris : Upgrading your Internet Speed connection to Blast that offers 105 Mbps would cost around $12 per month. I can transfer you to our Order Entry Specialist in order for you to be assisted on this upgrade. Would that be okay with you?
You : Yes, please.
Chris : Do you have any other questions before I'll transfer you?
You : No, thanks. You were very helpful.
Chris : You're most welcome! It's my pleasure to assist you. Please hold on as I transfer you now.
You : Thanks
Chris : You are most welcome!
Chris : Hi, I'm Jenny, I am an Order Entry Specialist who will be assisting you in completing your order online.
Chris : Please give me a moment to review your conversation with Chris.
You : Thanks
Chris : Thank you for waiting and thank you for being a Comcast customer.
Chris : I just need to verify some information for me to assist you further with your order today.
You : Sure.
Chris : Thank you! As I reviewed your conversation with Chris, you want to upgrade your Internet plan to a higher tier. Is this correct?
You : Yes, please.
Chris : Thank you for confirming. Im happy to pull up your account and assist you in upgrading your Internet plan.
Chris : To make sure you're authorized on the account and to prevent unauthorized access, may I have the following information?
Chris : a.) Account Holder's First & Last Name
You : Badonkadonk
Chris : b.) Account Holder's Primary Phone Number
You : 630-xxx-xxxx
Chris : c.) Last four digits of Account Holder's Social Security Number
You : XXXX
Chris : Thank you for providing the details, Badonkadonk. Please verify that this is your service address: xxxx xxxxxxx Ct., Naperville, IL 60540.
You : It is.
Chris : Thank you for verifying that for me. As I have checked your account, you have the XFINITY Voice Unlimited with Performance Internet (25Mbps/5Mbps speeds). Your Internet is currently upgraded to Blast Internet (50Mbps/10Mbps) for $10 more.
You : Yes
Chris : You can upgrade to the Extreme 105 Internet plan (105Mbps/20Mbps) for an additional $46 to your current monthly charge. A one time installation fee of $39.95 will also be charged as installation is necessary since a special connection is required exclusive for this plan.
Chris : The technician has to start from the street level, analyze the cables, test whether the cable can handle the currency and install everything from setting up the modem and wireless router ($149 originally).
You : What? That's not what the other person said. And no, no special installation is necessary. I used to have the 105 service a while ago. It wasn't necessary then and nothing has changed since.
Chris : We apologize for incorrect information being relayed to you by Chris. I do have the correct pricing information available regarding our Internet service which include the following: $46 additional cost for upgrading to Extreme 105 and the one time installation fee of $39.95.
You : Why the one time installation fee? You guys just need to push the config file. As I said, I had this speed tier before. Also, $46 seems awfully high for that speed tier. Was Chris hallucinating when he said $12. He reviewed my account prior to giving me the numbers.
Chris : The installation fee is charged since a special connection is required for this tier and I apologize, Chris didn't see that your Internet which is Performance is already upgraded to Blast Internet for $10 and now, to upgrade that Blast Internet to the highest tier which is the Extreme 105, it costs $46 more per month.
Chris : I understand how you feel about the cost for upgrading to the Extreme 105 Internet plan but with this tier, you'll get the fastest, most reliable internet speeds. You'll get your money's worth.
Chris : How does that sound?
You : There is no special connection required. That's just wrong. The last time I went from 50 to 105 they simply pushed the file. But now there is a special connection?? Just say it's a revenue grab. I'm okay with that. I'm not okay with being given garbage excuses. At any rate, forget it. There's a reason why you guys are so reviled by consumers.
Chris : I respect your opinion and I am giving you information/facts about the details of our Extreme 105 Internet which requires a special connection. I understand you are looking to manage your current bill. To discuss alternative options, please call our Customer Service Team at 1-800-COMCAST (1-800-266-2278) for more information. They will be able to access your account information and see what best options are available to you.
Chris : Our Customer Service team is available 24 hours a day, 7 days a week.
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After the debacle above, I called retentions yesterday and explained the situation with my earlier attempt and said that while I like having voice and internet through Comcast, I was considering going with an independent VOIP provider for a lower cost, where the savings would then be used to purchase the higher tier speed. I truly was considering this. I then told him that I've been happy with Comcast's phone service and didn't really want to switch, but it was hard to swallow an almost $45/month increase.
After I described the above, he asked if he couple put me on hold and then went away for about 2 minutes. He then came back and said that the higher tier would be $10/month more. He confirmed the charge and service change again, asked for my permission to proceed and said if I had any issues after the speed bump to call tech support. He then said that the cost would go up after the year but to call retentions back and ask for the discount again.
I said okay and 60 seconds later my modem rebooted. Voila, 126/24. Rock solid signal levels and no "special connection" and studies done by Comcast.
I've never had a bad experience with retentions and this only confirms how much better it is to go directly to them.
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