Comcast cable TV (formerly AT&T Broadband) - problems with service - digital phone problem still not resolved

Complaints.com received the following consumer message on February 24, 2003:

From: Randy Bishop [Email User]

RE: Comcast cable TV (formerly AT&T Broadband) - problems with service - digital phone problem still not resolved

The problems just keep growing. This is what I had. cable modem internet service Email User, digital phone service 360-992-9250. NO cable tv service. cable modem problem has been resolved. Digital phone problem has not been resolved. Now the problem: 1-16-03 I have no cable modem. Did not think much about it. 1-17-03 Still no cable modem. I called was told that it was disconnected. 1-18-03 noticed that I was not receiving any phone calls. NOT RINGING going straight to mail box. 1-20-03 Cable modem people told me that it was cable tv that was to be disconnected. Would reconnect 1-27-03. I called and reported the phone problem. Told them that I need it to ring as soon as possible. 1-27-03 Cable modem guy will not come out. Because I can not answer phone when he calls. IT DOESN'T RING. Reschuled for 2-3-03. Call again and ask for the phone to be fixed. 1-28-03 checking messages no messages at 5pm. checked at 9pm message from repair. I tried to call back but no one their. 1-29-03 message from repair saying that because I will not answer when she had called that they will not repair phone. (NOTE THE PROBLEM IS THAT IT DOESN'T RING) I guess I am not psychic. Was told to send in 47.46 I called back and talked to a guy that was not helpful at all. After I had explained the problem. I ask for a supervisor. Was told that the "supervisor said that he will not talk to you. Not our problem. Call the cable tv guys to fix it." 1-30-02 called the cable tv department. Because I am not a cable tv customer and never was they don't have any thing to do with this. (may be one of the few smart people that I have talked to. He knew this was a mess) Called the phone guys again. Was told "to live with it." I protested and said that a phone that doesn't ring is not expectable for me. Ask for a supervisor. Was told that the supervisor will not talk to me. "To fix it myself." I explained that I was not a phone repairman. That I could only fix it by ending the service. He said if I did then I would be charge for the box. And He was very rude about it. I responded like I think anyone would and told he what you can do with the service. That It is to be canceled now. I was told to send additional 43.69. called cable modem number and canceled reconnection date. I still do not have a phone. 1-31-03 I called about phone box. was told that I could take it to the local Comcast office. I went their was told that they could not except the box. That I would have to have someone come and pick it up. She made a scheduled for pick up before noon on 2-3-03. I ordered a cell phone from at&to wireless. My job I am required to have a phone. I am not going to lose my job for AT&TO mistake. 2-3-03 rescheduled modem connection for 2-10-03. Was told that CCI had sent an order to cut off cable TV service for a Randy Bishop in Lebanon OR. But I am in vancouver WA. Don"t ask me it you your company? 2 pm still no one to pick up box. I called. Work order was not complete. That I needed to send in 45.00 for the charge to have someone come out. Scheduled toget box 2-10-03. 2-4-03 When I called to protest all the charges. Was told that their will be 5.00 disconnect charge added to my bill. And that I was disconnected for phone misuse. 2-10-03 Cable modem guy called and came out. All work done outside. When he knocked at the door to tell me that he was done. He ask if I had At&t digial phone service. I told him I am have a problem their. He say yes I see the problem. 2 hours later a guy came out for the box. NOTE AT&T has the box. 2-17-02 STLL no statement all year. I am not paying you any more until I get a statement. Very costly service that does not work. When I called: was told that NO WORK ORDER WAS ever made. (I guess I dreamed the other phone calls). I disagreed. That once the service was disconnected. Then the policy is no repair. So 1-15-03 when the cable TV guy disconnected the ring service then no repairs were to be done. NOTE YOU NEED TO CHANGE THIS POLICY. I protested very loudly. 2-24-03 STILL NO STATEMENT when I called was told that service was disconnected because I was moving. MOVING? WHERE DID THIS COME FROM? And for that reason no statement were mailed out to me. Do not have my new address. NOTE I AM STILL HERE. HAVE NOT MOVED. And will not mail to this address. And I am not even getting into the phone number run a round. And the fact that the people in the local area do not like being part of comcast. The problems just keep growing. This is what I had. cable modem internet service Email User, digital phone service 360-992-9250. NO cable tv service. cable modem problem has been resolved. Digital phone problem has not been resolved. Now the problem: 1-16-03 I have no cable modem. Did not think much about it. 1-17-03 Still no cable modem. I called was told that it was disconnected. 1-18-03 noticed that I was not receiving any phone calls. NOT RINGING going straight to mail box. 1-20-03 Cable modem people told me that it was cable tv that was to be disconnected. Would reconnect 1-27-03. I called and reported the phone problem. Told them that I need it to ring as soon as possible. 1-27-03 Cable modem guy will not come out. Because I can not answer phone when he calls. IT DOESN'T RING. Reschuled for 2-3-03. Call again and ask for the phone to be fixed. 1-28-03 checking messages no messages at 5pm. checked at 9pm message from repair. I tried to call back but no one their. 1-29-03 message from repair saying that because I will not answer when she had called that they will not repair phone. (NOTE THE PROBLEM IS THAT IT DOESN'T RING) I guess I am not psychic. Was told to send in 47.46 I called back and talked to a guy that was not helpful at all. After I had explained the problem. I ask for a supervisor. Was told that the "supervisor said that he will not talk to you. Not our problem. Call the cable tv guys to fix it." 1-30-02 called the cable tv department. Because I am not a cable tv customer and never was they don't have any thing to do with this. (may be one of the few smart people that I have talked to. He knew this was a mess) Called the phone guys again. Was told "to live with it." I protested and said that a phone that doesn't ring is not expectable for me. Ask for a supervisor. Was told that the supervisor will not talk to me. "To fix it myself." I explained that I was not a phone repairman. That I could only fix it by ending the service. He said if I did then I would be charge for the box. And He was very rude about it. I responded like I think anyone would and told he what you can do with the service. That It is to be canceled now. I was told to send additional 43.69. called cable modem number and canceled reconnection date. I still do not have a phone. 1-31-03 I called about phone box. was told that I could take it to the local comcast office. I went their was told that they could not except the box. That I would have to have someone come and pick it up. She made a scheduled for pick up before noon on 2-3-03. I ordered a cell phone from at&t wireless. My job I am required to have a phone. I am not going to lose my job for AT&T mistake. 2-3-03 rescheduled modem connection for 2-10-03. Was told that CCI had sent an order to cut off cable TV service for a Randy Bishop in Lebanon OR. But I am in vancouver WA. Don"t ask me it you your company? 2 pm still no one to pick up box. I called. Work order was not complete. That I needed to send in 45.00 for the charge to have someone come out. Scheduled toget box 2-10-03. 2-4-03 When I called to protest all the charges. Was told that their will be 5.00 disconnect charge added to my bill. And that I was disconnected for phone misuse. 2-10-03 Cable modem guy called and came out. All work done outside. When he knocked at the door to tell me that he was done. He ask if I had At&t digial phone service. I told him I am have a problem their. He say yes I see the problem. 2 hours later a guy came out for the box. NOTE AT&T has the box. 2-17-02 STLL no statement all year. I am not paying you any more until I get a statement. Very costly service that does not work. When I called: was told that NO WORK ORDER WAS ever made. (I guess I dreamed the other phone calls). I disagreed. That once the service was disconnected. Then the policy is no repair. So 1-15-03 when the cable TV guy disconnected the ring service then no repairs were to be done. NOTE YOU NEED TO CHANGE THIS POLICY. I protested very loudly. 2-24-03 STILL NO STATEMENT when I called was told that service was disconnected because I was moving. MOVING? WHERE DID THIS COME FROM? And for that reason no statement were mailed out to me. Do not have my new address. NOTE I AM STILL HERE. HAVE NOT MOVED. And will not mail to this address. And I am not even getting into the phone number run a round. And the fact that the people in the local area do not like being part of comcast.

Later

Randy Bishop