What I've Come To Expect From Comcast

You may recall that on 4 March 2010 I switched over to ATT U-verse from Comcast. My reason for leaving was that they had goofed up my analog cable tv service, deleting (though they said moving to the digital tier) my favorite channels and thereby requiring me to get an additional box. I switched over to ATT and I must admit that I'm continually amazed by the awesome coolness of ATT U-verse!

As the ATT U-verse installer lady was leaving, I immediately got on the phone (as described here) and cancelled my Comcast service.

At that time my bill was due, so I asked for a final amount. I wrote a check for that amount to Comcast and also wrote a letter explaining the situation, that I was canceling my service effective the 4th of March and I hoped they wouldn't screw up the bookkeeping AGAIN. I put it in the mail with the check.

Guess who I heard from over the weekend? Comcast sent me a bill for service through the next month and said I was past due. This exactly what I expected of Comcast. It's why I got the final billing amount from them and that's why I wrote the letter explaining that I was canceling the service that I included with the bill.

Pay heed to this kind of thing. Never give someone access to automatically draft funds from your account. You'll see offers for electronic bill payment that sound very convenient, but if you don't watch these guys like a hawk, they'll bill money from you after you've canceled.

This is how I ended my letter to Comcast when i sent my last bill:

ATT will no doubt disappoint in the future and whether I’ll consider returning to Comcast or not is wholly within your control. Specifically, I expect another billing error, whereupon I’ll get another bill for some ridiculous amount. I hope this low expectation will not be met.

Congratulations Comcast, you did not disappoint.

Update: Comcast replied below positing that this bogus bill was a reasonable mistake. However, this hypothesis is falsified by the two facts: The bill in question was dated after my conversation with Comcast and the bill showed receipt of my last payment.

The amount of that last payment was the figure that Comcast gave me over the phone. They could not have cashed my check without simultaneously receiving my letter notifying them in writing that I had canceled service.

Comcast, You Blew It

As you may know Comcast sells broadband internet and cable television. I have had a frustrating time with these people since 1987. They have periodically goofed up my account or otherwise annoyed me. And I've been bombarded with offers from various and sundry providers of equivalent services at reduced prices.

But I didn't budge because they were providing a service I wanted despite the annoyance and there is something to be said for inertia.

Tonight I turned on my television and when I flipped on the Tivo, it said that I had a lineup change. They added one channel. And when I looked further I noticed about 20 or 30 channels had been deleted. Not really a problem except these were the channels I normally watch.

I called Comcast and asked what happened. They said there was a service outage. My wife, Mary, gave me some paperwork from Comcast. It said that the channels in question were "available only as a component to the Digital Starter Package." And after I asked the Comcast lady what this means her story changed. Oh, they'd done a service "upgrade" in my area. I asked what kind of upgrade takes away the channels I normally watch. And why didn't you tell me this story at first? She said they'd been running notices of the changeover for the last two weeks. Where? At the bottom of the screen? I hadn't seen anything of the sort.

Though the Comcast lady was very polite, I didn't believe a thing she told me. And since they had already deleted the channels I watch, the inertia situation was reversed.

Five minutes after I rang off, I googled ATT U-Verse. Yeah, they'd do everything Comcast does. And they'll do it cheaper? And they'll do the install on Thursday? Hello ATT. Good bye Comcast.

Update: Comcast has responded in the comments below (their customer service is much better than it used to be) saying that the channels weren't "deleted" merely moved from the part of the cable that I can use to a "digital tier" that I cannot.

This change to the way my cable works occurred without any warning that I was aware of. I was satisfied with the service and I was willing to proceed on this basis indefinitely.

No doubt Comcast can deliver programming on this "digital tier" with the addition of a conversion box. I presume this conversion box can be integrated with my Tivo boxes using a kludge Tivo provides called an "IR Blaster" that I've never bothered with.

Avoiding these headaches was part of that "inertia" I mentioned originally. If I have to hassle with the IR blaster hookup with Comcast's box, why don't I use ATT's U-verse?