I've expereinced some terrible customer service from Comcast here as well. I'm currently on my second Modem for the same thing. The first time they made me drive 30min away to exchange it instead of sending someone to replace it when it's their equipment that failed. Once I get the new one home I install it, activate it and get everything up to par. As soon as this letter goes out saying "we've upgraded your blast! speeds to up to 75MBPS" everything went down the drain.
For the past week I've suffered through 2MBPS speeds on my internet at a low with a high of 20MBPS. When I called support the first time I got hung up on during a hold. The second time I call in I was told they would try to send a tech finally but would have to wait for a call the next morning by 11AM. At 1PM I finally called again and was told they schedueled me an appointment without me knowing for a week and a half away but I should still recive a call that day (7/21/15). Here it is the 22nd and I finally have to call them again to get some answers.
I understand that techs may be busy but when you give someone calling for new service and can get a person out to them in 2-3 days yet your current customers have to wait over a week that is terrible. Not to mention ever person I talked to was completely misinformed on when and why someone should call me. Can't you at Comcast even train your people correctly? When the service runs it's ok, shotty internet service, phones are good and TV with audio that constantly cuts out but when you finally try to get some help for these services it seems like you have to fight tooth and nail. I've almost had it with this company.