The breakup of the Bell Telephone System was mandated on January 8, 1982 for this same activity. They got too large and controlled too much of the market with no competition. Today, we are seeing this again with Comcast. They need to be split up in to at least 3 separate companies so the people of this country can be protected by a competitive market system.
Transcript from Comcast CSM:
Analyst Clytie
has entered the room
Clytie: Hello Johnny, Thank you for contacting Comcast Live Chat Support. My name is Clytie. Please give me one moment to review your information.
Johnny: My Issue: why am I paying 71.95 for internet when I'm struggling to pay the original 60 dollars monthly?
Clytie: I appreciate the time you chatting with us. I hope your day went well.
Johnny:
i can't afford this, man. You guys keep going up as if you are offering more and you aren't.
Johnny:
i need my bill to remain at 56 monthly.
Clytie: Thank you for sharing this with me, I can see how you would be concerned about the internet having a $71.95 charge. I also would want to understand what's on my bill. Let me pull up your account so we can discuss the bill together
.I assure you after this chat proper resolution will take place.
Clytie: So I can better assist you, do you mind if I ask a few questions?
Johnny: look how far behind
i already am.
do you think increasing my bill is going to make that any easier?
Clytie: I am sorry for the hassle. Just to verify, is the account under your name?
Johnny: yes
Clytie: Thank you.
Clytie: After we look into your issue, I’d love to look at your account to ensure you are getting the best value for the services you have
.Would this be okay?
Johnny: okay
Clytie: Great! I need 2 minutes to review the account, would it be fine?
Johnny: I keep getting roped into offers I don't need. I don't even own a TV yet I'm having cable television charges added to my account. I mean, I'd rather pay to have Comcast come walk my dog... I don't own a dog either. How does that make sense?
Johnny: and yes for every reply. "It's okay to check my account"
Clytie: No problem
Clytie: While waiting, let me share with you some information about Comcast Customer Central. It's the one place where you can view and pay your bill, and manage all your Comcast product features and settings. It will combine the billing features of Comcast.com with the account management features of Comcast.net to allow customers to have a unified experience for customer self-service. You can go directly to the
customerCentral URL at click here or by clicking the Account Links on Comcast.net.
Clytie: Thank you for patiently waiting.
Clytie: As I have checked, you do have the $64.95 Performance internet package with $7 modem rental fee
Johnny: my original bill was 56.00 monthly
Clytie: It is because you were under a $49.99 bundle package promotion yet it expired causing rate to roll off to a regular $64.95
Johnny: then lets get it back
Clytie: Thank you for providing your account information on our security form prior to this chat session
.For additional security verification, may you verify the last four digits of the account holder's
ssn.
Johnny: xxxx
Clytie: Thank you for providing that information.
Clytie: Just to set proper expectations, promotions are meant as incentives for customers to try our services and see the value that we match with our prices and not as a long term deduction of your bill
.+
Johnny: my original bill was for 25 something that rose to 49 after the special. My "special" was over and 49 is my ongoing "non-special bill" they tried to dupe me into that a few months ago and I had to call corporate to intervene. Do I need to do this again?
Johnny:
i have the bills that prove this but you really don't need that do you? You know I'm right
Johnny: put my account back to its original fee and leave it alone. Please and thank you
Johnny: as per your own original agreement
Clytie: Johnny, when you started your services, you did get the same New Customer Discount. Since that promotional offer already expired, the regular prices already apply. This is the same offer that we give to new customers now. By the time the promotion expires, they will also be paying for the regular prices already.
Johnny: I'm not a new customer I've been a customer for 2 years
Johnny:
its too much work to go through this every 3 months. Can I get my original bill reinstated or not?
Clytie: I understand, yet just like other customer promotions are provided as a one time courtesy not as a deduction for life
Johnny: if not them I've saved myself over $200 in base fees to pay this account up
Johnny: this is your final word then?
Johnny: because 3 months from now you will up my account
to 85 dollars and tell me this 70 dollar fee was some kind of promotion
Johnny:
now tell me
im wrong
Clytie: You can have a $49.95 Performance Starter internet package with a speed of 6m/1m
Johnny: you have
well over 100 lawsuits for this garbage across the country.
you can google it yourself
Johnny: I don't care. Just put my bill back where it was. Your high speed isn't high speed anyway. It's some dumbed down version of high speed shared with everyone in my neighborhood. When everyone wakes up I can't get anything high speed
Johnny: so
i have to work at midnight just to get my work done
Johnny: which is writing articles for nationally syndicated news agencies that love this kind of piece
Johnny: so yes.
put my
acct fee back to the way it was
Johnny: Huffington Post pays me in free coffee and peanuts but they publish everything I write
Clytie: Johnny, as for this since there is no current promotion stated
in the account. No worries, you may just give us a call through hotline 1-800-XFINITY (9346489). The Specialists over the phone will have a wider range of options for existing loyal customers such as yourself. There should be nothing to worry, I will just note that here in your account so that they will be expecting your call and you will not have to repeat yourself.
Johnny: just sends me to the people that can make this right.
Johnny: I'm not explaining this whole thing to another CSM
Johnny: I didn't have to call anyone for you to up my bill
Clytie: Johnny, let me give you the options how a bill can be lowered.
Clytie: 1. A bill can be lowered by downgrading the package for your service to have a lower package rate. 2. A bill can be lowered by removing some services on the account to remove additional costs. 3. A bill can be lowered by taking advantage of package upgrade discounts.
Johnny: let me give you the options of how you can prevent 5000 Facebook friends from reading this chat window. Than 5 million from reading it nationwide... (1) Put my bill back to the way it was.
Clytie: Johnny, as much as I would like to add the promotion it is no longer available in the account. I can transfer you to our Sales team to check for options to lower the rate. Would it be fine?
Johnny: yes
Johnny: In fact that would have been great 30 mins ago
Editor's Note
The breakup of the Bell Telephone System was mandated on January 8, 1982 for this same activity. They got too large and controlled too much of the market with no competition. Today, we are seeing this again with Comcast. They need to be split up
in to at least 3 separate companies so the people of this country can be protected by a competitive market system.