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| - Terrible customer service! Don't deal with them unless you have no alternative!
Like many Pittsburghers, I'm stuck with Comcast because they have a contract on my apt. building. (This is called a monopoly, by the way!) Otherwise, I'd probably deal with Verizon. While I've heard their customer service can also be dicey at times, I don't think it's as consistently horrible as Comcast's.
Last week, I had a billing issue that needed to be resolved over the phone. If you think they're swifter in the billing dept., think again! I sat on hold for 20 min. before talking to a live operator, and then I was transferred, after which I sat on the phone another 5 min. When I finally talked to someone in billing, they were helpful, and resolved the problem within 5 min. This begs the question, why in tarnation did I just sit on the phone waiting for 25 min.? Based on my other experiences, this is par for the course, to the point that I refuse to call them unless absolutely necessary. They do have an online chat service, which I recommend over their "customer service" line.
In the past, I had an issue with one of their techs, who showed up earlier than the beginning of the time window stated, despite that I chose that time window to coincide with when I left work. (Note: this was one of Comcast's own techs.) I had to rush home from work to let the tech in and avoid being charged for a no-show. This tech, who installed my service, was totally incompetent, and couldn't get my router to work with the modem he provided, even after 45 min. of trying. My friend, a computer scientist, was able to get them to work together in about 5 min. When I moved apartments and had to get the service reinstalled, the tech who came that time, who was with a subcontractor (ACI), was great--he showed up on time and got the modem and router to work together within about 15 min.
If you have to sign up for a plan with them, be sure to read the fine print. Like anther reviewer, I signed up for a plan that started at $30/month, and then increased after 6 mos., and again after 1 yr. I knew this when I signed up, so I asked the representative who I dealt with if there was any penalty for downgrading to a less expensive plan with lower bandwidth, and she said there wasn't. As the end of my first year of service approached, I asked to be downgraded so that I wouldn't have to pay more than double the starting rate, and this was done without a problem. Now I pay "only" $50/month for about half as much bandwidth as I had to begin with. Fortunately, I'm not a Netflix consumer--otherwise, I'd probably be frustrated to no end.
I don't have cable, so I can't personally speak to picture quality, etc. However, my parents, who used to have Comcast, switched to FIOS about 5 years ago and have been pretty happy with the service, and haven't looked back. I'm sure I would have done so by now, too, if I had any choice in the matter!
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