Comcast Says Its Customer Service Sucks a Little Less This Year Comcast insists that the company's historically awful customer service is now less historically awful. The Philadelphia Inquirer recently filed a Freedom of Information Act request with the FCC, in the hopes of getting a closer look at the number of complaints being filed about Comcast with the FCC. The result? The paper found that complaints about Comcast's broadband services have now surpassed complaints about the company's cable TV services, which for years received the brunt of consumers' ire in customer satisfaction studies.

More specifically, the paper found that customers lodged 61% more complaints about their Comcast broadband than they did for their TV services, or 41,760 internet complaints compared with 25,865 TV complaints. The paper reported that the biggest number of complaints with Comcast (21,388) were in regards to internet billing issues, compared to 8,664 for service outages and a lack of broadband availability, and 4,853 complaints regarding service speeds. The spike in broadband related complaints isn't surprising given that Comcast now formally has more broadband subscribers than TV subscribers: or 25.3 million internet subscribers compared with 22.5 million TV customers. A Comcast spokesperson tried to downplay the findings in comments to the paper, insisting that the number of internet-only Comcast complaints at the FCC fell 43% between May 2016 and May 2017 and fell 36% during the the year-over-year April period. Of course Comcast's supposed improvements haven't made much of a dent in the company's continually awful customer satisfaction and service ratings. The American Consumer Satisfaction Index, for example, still rates Comcast as the Of course Comcast's supposed improvements haven't made much of a dent in the company's continually awful customer satisfaction and service ratings. The American Consumer Satisfaction Index, for example, still rates Comcast as the second worst rated cable provider in America, and the fifth worst broadband provider . The company even consistently rates worst that similarly loathed companies in the banking, insurance and airline industries -- and even has worse satisfaction scores than the IRS.







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Most recommended from 18 comments



camper

just visiting this planet

Premium Member

join:2010-03-21

Bethel, CT 11 recommendations camper Premium Member Change needs to be structural within Comcast

Fundamentally, I see a lot of Comcast's customer service issues more as policy-caused than, say, lack of support personnel.



For example, why does it appear to be so easy for Comcast to put an erroneous charge on a customer's bill, and so difficult for a customer to get an erroneous charge removed from a bill? Why does Comcast's policy seem to allow, even encourage, that?

maartena

Elmo

Premium Member

join:2002-05-10

Orange, CA 7 recommendations maartena Premium Member It only sucks a LITTLE less.... ....because they lost a buckload of customers, and now they have the same support staff to take care of less customers. A LITTLE less, at least till they figure out that if they keep bleeding TV customers, they may have to bleed some staff too....

tshirt

Premium Member

join:2004-07-11

Snohomish, WA 7 recommendations tshirt Premium Member I have become suspicious of any stats the FCC releases on ISP's even if they report they resulting number correctly, the gathering method and validation are suspect. mlcarson

join:2001-09-20

Santa Maria, CA 6 recommendations mlcarson Member Infrastructure The issues with almost all of these companies is their core billing systems and how they correlate to the actual service. The backend systems really need to be rewritten from scratch to create one cohesive modern system rather than something cobbled together to accommodate each acquisition. Money also needs to be put in infrastructure to create a common minimum standard for their core business. They would also be well served to unify the structure of their company as a whole rather than continue to act as if they are a combination of separate companies under a single brand.

Anon91444

@chtrptr.net 3 recommendations Anon91444 Anon Comcast sucks! Comcast in general sucks! Their data caps are bs! Their customer service is bs to! Valen

join:2004-12-19

Canonsburg, PA 3 recommendations Valen Member No, you still suck Comcast! Maybe less people are complaining because they are tired of their complaints falling on deaf ears, i.e., FCC?