We are contractually bound. You have set the terms of the contract; I agree to pay you and you agree to provide the service as stated in the contract. I don’t expect anything more. But I take issue when it requires multiple phone calls, tech support staff, and sales representatives who don’t know/can’t resolve multiple problems that should never have arisen in the first place. I get handed off to somebody else; it’s always somebody else’s problem.

I sincerely wish I could hand you off to somebody else to fix my problems. That would sure make my life easier. Unfortunately, I don’t have that luxury. I am the one who has spent upwards of 10 hours on the phone to resolve problems that shouldn’t have ever existed. That’s my time and money wasted.

Here’s a list of grievances I’ve had with your services. I consider them, in the fullest right, moments when our agreement has not fulfilled by you, Comcast:

1. Even after verifying that it was okay to use my own modem I found you were billing me to “rent” my own modem. It took 3 specialists and several hours of my Saturday to get the fees cancelled and reimbursed.

2. The Comcast sales representatives, who originally sold me the service, failed to disclose that prices double ($30 to $60 for 8mbps) after six months. You may argue it was in the contract, and I am sure it was, but the sales representative did not read me the contract over the phone. He had me pay before ever receiving such information. Are all sworn to your vast two-faced conglomerate establishment trained in such deceitful traditions? Bait and switch anyone?

3. We moved to a new home in March of this year. It was new construction and hoping that my experiences were just flukes I decided to go forward with transferring my service to my new location. Naturally you had to come out to get the house ready, I get it. A week of waiting, $40, and two visits later several unqualified “technicians” bungled through connecting the wires in the box on the side of our house. They outright failed on the first visit and they had to come back a second time. They also got into the coaxial panel in the mechanical room and left all the wires hanging out; I had to find the cover and screws and stuff the wires back in myself. They didn’t even leave a connection for my modem. Remind me why I paid for that?

4. Several month later and very much to our surprise, the service we requested be transferred from our apartment to our new home was still active and we were still being billed the $60 for 8mbps in the apartment we weren’t living in. What more, that apartment complex has only Comcast internet and the poor family that moved in wasn’t able to get their own service started because it was still under my name. You did NOTHING to solve their problem. No initiative to figure out why they couldn’t get internet. When they finally got in touch with my wife and I, they said the representative told them it wasn’t their problem and there’s nothing they could do. With our records literally at your fingertips, you could have easily figured out who the previous residents were and taken the initiative to solve the problem. I would have been thrilled to know sooner that I was still being charged for that service. Instead, you dumped the burden on me, the customer, to find the problem and take another 3 hours and transfers to two different technicians to get it resolved. I am satisfied with the minimum resolution of a reimbursement for the months I didn’t pay for (it still doesn’t come close to covering the headaches and hours I’ve wasted speaking to customer support). Even though my problem was fixed I still believe something is owed to that family who had to dig up our records and reach out to ask us if we could do anything. That’s your customers solving your problems.

5. Apparently, when a customer service representative discontinues service in an old location they also deactivate your current account then create a new account and keep it a secret. At least that’s what happened to me. Consequently, I spent another hour in a chat window with two different representatives (for some reason the first can never handle it), and still, they did not resolve the problem. I had to explain the problem to each of them multiple times (no offense meant but they didn’t speak English very well) and when what I was saying finally clicked with the third gentlemen, he asked a question at the same time I got called out of the room for 5 minutes and he ended the chat with me. More time wasted. I have to go through all that again.

6. My second attempt fixing the ‘double account’ issue. The customer service representative did not understand what I was saying. Let me be clear, I have no problem with outsourced customer support staff but I do have a problem with a company hiring an individual to do the job of helping their customers that cannot help because he or she does not speak the customer’s language. Writing the same thing over and over in slightly different variations is highly frustrating. And even at that, he failed to fix my problem. He too decided it was best to transfer me to another customer support agent and then left the chat without ever transferring me. I have to go back yet again and plead to have the problem fixed.

7. This one is about money (you knew it was coming). When we had service transferred you our new home, my new local Comcast representative, noticed that we were paying a lot for a wee little 8mbps. He truly is a genuine guy, who I happen to quite like, and he told me about an updated service plan that would cost less than our $60 and give us faster speeds. We really don’t need faster internet but at $30 per month how could we refuse? That was until I noticed our monthly bills coming back at $40. I thought maybe he misspoke when he initially told me about the service so I let it slide. As if by magic, the price of my service has since increased and not even after a year. My bill for this month is now $50.99. It just keeps creeping up. My, my, Is this the second bait-and-switch in our relatively short relationship?

Why does it have to be this way? I see your ads saying that you’ve “changed.” I’m calling BS. Have you ever had to come after me for money? In the entire time I’ve been a customer, has there ever been a single instance where I haven’t paid my bill on time? I keep my end of the bargain. Why is it so hard for you to keep yours?

We are contractually bound. I would love to find an honorable internet provider that is true to that agreement and won’t cause me ulcers and waste my time with problems that should never have existed. I would love to shop around for another provider; unfortunately you have a monopoly on my street, so no luck there. If I want internet, which I need for work and I like for a little family time, I, an unhappy customer, am stuck with you. So please, my dearest Comcast, fix your crap.