All posts tagged “Comcast”

One year later, the Comcast merger apocalypse still isn’t here

One year ago today, Comcast announced a deal: it planned to merge with rival Time Warner Cable in a transaction worth north of $ 45 billion. The two cable giants could become one; federal regulators could approve the merger with a few swift stroke of their pens. “We believe that this transaction is approvable,” Comcast CEO Brian Roberts said simply, as executives prophesied the deal would be done by the end of 2014.

And yet, we’re still waiting. Nearly as quickly as the deal was announced, customer service horror stories about Comcast, always at a hum in discussions about the company, seemed to amplify. Writers, activists, and consumers all shared anecdotes online and with the FCC, testifying to why Comcast deserved the ignominious title…

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The Weekender: on Kegels, Comcast, and Super Bowl Sunday

Hello fellow weekend-goers, and welcome back to The Weekender. The week’s big news sent to Sundance and into space on NASA’s nickel — and we’ll certainly be catching you up on anything you might’ve missed — but we’ll also be setting you up for a stellar weekend back on this terrestrial plane. So sit back and take a journey with us. We promise you can film the whole thing on an iPhone 5S.

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Comcast wants to let you track when your cable technician will arrive

Comcast is trying to make waiting for the cable technician to arrive a less unbearable experience than what you’re used to. It’s beginning to start trials on a system that will allow technicians to update customers on their estimated arrival time through Comcast’s MyAccount app. The system is only going to be so useful, however. Comcast says that it already gives customers about a two-hour range for when their technician might arrive, and the app will only start updating customers on their technician’s ETA once they’re 30 minutes away. Technicians will also be able to inform customers if they’re running late, which may be even more helpful. The time estimates are beginning to be tested this week outside of Boston, and Comcast says that…

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FCC might give Netflix what it wants and still allow Comcast to sell fast lanes

report published this afternoon by The New York Times details one of the possible plans the FCC may debut in their attempt to establish new rules around net neutrality and the open internet. It takes a “hybrid” approach, dividing the new regulations between commercial or wholesale internet traffic and retail or residential internet traffic. In a nutshell, this would mean content companies like Netflix will get the price controls they want when it comes to dealing with companies like Comcast, Verizon, and AT&T. But those companies will also be allowed to give certain data a fast lane over their networks if it was “justified,” cementing the gutting of net neutrality that occurred when Verizon defeated the FCC in court.

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Comcast Confessions: growing pains of a Goliath

The now-infamous “Comcast Rep from Hell” recording recently sparked a conversation about the largest player in the cable industry, and it’s a timely one: Comcast is in the process of acquiring the second-largest cable provider, Time Warner Cable. Both companies are plagued by low customer-satisfaction ratings.

Comcast and Time Warner have agreed on a price, but the deal isn’t done. The Federal Communications Commission and the Department of Justice must decide whether a new consolidated…

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Comcast is promoting its low-cost internet program by forgiving old debts

Comcast wants to merge with Time Warner Cable. To do that, it needs to convince the Federal Trade Commission and the Federal Communications Commission that the merger won’t create a monopoly or hurt consumers. And since Comcast can’t offer much in the way of good customer service, its promise to extend Comcast-level quality to America’s second-largest ISP rings a little hollow. But the company has at least one legitimate, potentially meaningful arrow in its rhetorical quiver: the Internet Essentials plan, which subsidizes the cost of basic broadband for low-income subscribers.

For families that qualify for the National School Lunch Program (which generally applies to households who make 185 percent or less of the poverty line), Internet…

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Here is the memo Comcast sent to employees after the ‘rep from hell’ call went viral

It’s now been two weeks since AOL executive and former Comcast subscriber Ryan Block published a recording of his insane dialogue with an overly persistent customer service representative, and we finally have the memo that the company sent out immediately afterward.

“Recently, an unfavorable phone call into Comcast has been circulating on the Internet,” the memo says. “If you receive a call from the media regarding this incident, please refer to the Media Inquiry Policy to transfer them to your local media contact.”

SPECIAL BULLETIN: Customer Interaction Policy Reminder

Comcast is committed to delivering outstanding service to each and every customer. It is our goal to ensure that each customer with whom we interact has a quality…

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Comcast Confessions: when every call is a sales call

When AOL executive and Comcast customer Ryan Block recently tried to cancel his internet service, he ended up in a near-yelling match with a customer service representative who spent 18 minutes trying to talk him out of it.

Rep: I’m just trying to figure out here what it is about Comcast service that you’re not liking.
Block: This phone call is actually a really amazing representative example of why I don’t want to stay with Comcast. Can you please cancel our service?
Rep: Okay, but…

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Comcast admits its policies are responsible for customer harassment

Comcast plans to reexamine the way it tries to keep subscribers from leaving its service, after a nightmarish call with one customer went viral last week and led to an outpouring of criticism. The recorded call included eight minutes of what Comcast calls a “Retention” agent attempting to argue a customer down from leaving, and Comcast now admits that much of this aggressive behavior was its own fault. “The agent on this call did a lot of what we trained him and paid him … to do,” Dave Watson, Comcast’s chief operating officer, writes in an internal letter that was published Monday morning, leaked to Consumerist, and verified by Ars Technica.

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FCC scrutinizing Netflix speed issues on Comcast and Verizon

After months of complaints by Netflix, the Federal Communications Commission is beginning to look into the streaming quality issues that Netflix subscribers have been seeing on Comcast and Verizon. Netflix has been in a heated and public battle with internet providers over network congestion that’s supposedly slowing its service down, with both sides pinning responsibility on the other. “Consumers pay their ISP and they pay content providers like Hulu, Netflix, or Amazon. Then when they don’t get good service they wonder what is going on,” FCC Chairman Tom Wheeler says in a statement. “I have experienced these problems myself and know how exasperating it can be.”

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