I have been a COMCAST customer for quite a few years and had no issues until I got the home security system. I will try to be concise.
On 24 Jan my heat went out. I started troubleshooting and it appeared my thermostat, part of the home security packet, was out. I chatted online with a tech and thought the issue was resolved. My heat came on but that only lasted a few hours before going out again. I contacted COMCAST the next day and was told they would make me an appointment for Saturday 30 Jan, however because I did not have heat it would be expedited to same day service. A supervisor with dispatch would contact me to set the time. I waited at home all day, No one contacted me. This was to become a very familiar theme. In additional contacts I was told an alert was placed on the ticket (#034176625) and I should wait for the call. My thermostat was now completely off line and I could not get to the programming menu. My home was now around 57 degrees. The next day was a repeat of Monday. I was told an email was sent to the supervisor. My appointment was also moved to Wednesday 27 Jan. I informed them I had to go to work and could not be there. I already waited 2 days at home for assistance and no one called. I started the process again Wednesday morning. I spoke to the techs until 0930 when I had to go to work. I repeatedly told them I needed to go to work but was told they had to have an appointment in order to escalate the ticket. Needless to say I had a message on my phone that a tech kept the appointment. It should be noted I have a two hour commute to work. If I have an appointment with a 5 hour window I have to take the entire day off.
My next appointment was Monday Feb 1st. Again because I had no heat this was escalated with alerts and true to form no one called. It appears when you contact the help desk their course of action was to troubleshoot, make an appointment then set an alert. I was told quite a few times they could not directly contact the dispatch office. This was quite frustrating. One of the techs told me they were working to get an appointment unfortunately he did not appreciate that with that appointment I would have another four days without heat. When I asked to speak to another tech the phone went dead.
On Jan 30th a supervisor escalated me to another level. (I think he said L3).I spoke to an individual named Bernard. He was very helpful. He kept in contact with frequent updates. He was not able to get anyone out on Saturday but did so on Sunday 31 Jan. The tech changed the thermostat and got it on line.
Once again my heat did not work. On Feb 5th I had someone from the heating repair company come to repair my heat. They said the system was fine. The thermostat was not working. He indicated the amperage across the points was high. He could change the Thermostat for one like the one I had but it would be an additional $450 and I was not sure if it was compatible. He turned the system on emergency heat so I would at least have heat. This meant the system runs continuously and the temperature could not be changed. I will probably have a very large electric bill this month. Once again I started calling. I had an appointment for today 7 Feb between 1-5pm. I was not really surprised when no one showed up. I contacted the help desk. I was told the ticket was still open however they would be glad to set me up with an appointment and of course would add a comment to the ticket.
I asked about getting rid of COMCAST because I was not happy with your service. It will cost $720 to get out of the contract plus my thermostat STILL does not work. I am not sure what to do next.
You are now providing a home security service so this will direct affect ones wellbeing. Unlike losing TV, heat is a matter of health.
I contacted the heating company to have them look at the heater at about 1030 in the morning; they wanted to come out that day. Unfortunately I was at work but they made an appointment the next day between 5-7 pm. COMCAST closes at 5 pm. This was a very different level of service.