Comcast's 'Embarrasing' Customer Service Phone Call (2023)


A Comcast customer service representative refuses a customer's plea to stop internet service. The employees lack of respect seems to be indicative of the company's culture: it is not about the customer, it is about what Comcast wants. Comcast has also been in the news for its anti-union sentiment, lobbying, outrageous CEO pay and support for SOPA and PIPA, two bills that would allow Comcast to unfairly influence end-user connection speeds.

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Is Comcast the worst communications company in the United States?

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Five megabits per second for that account will not give you that speed.

Okay, we have to get new IDs in it.

We'd like to dis no please.

So why is it that you don't want the faster speed? Help me understand why you don't want after internet? Help me understand why you can't just disconnect us.

Because my job is to have a conversation with you about having about just keeping your service.

Now finding out why it is that you look at a cancel.

The service I don't understand Jes.

You know to me, you can definitely go into the Comcast or a disconnect.

Your service there.

Okay is asking you to your tuber.

Let me kill two birds with one stone.

You doesn't return that cheap card to the story we're actually going to just mail the cable carbon.

But if you can just please cancel our service that would be great that's, all actually not able to return a cable card by mail.

Then I will send it someone like a TaskRabbit to go return, the cable car for us.

I don't, personally, intend to go into the cable part, that's.

Why we're probably not going to be cancelling in store so that's, why I need you to cancel by phone? So can you cancel us by phone? The answer is yes information with me.

The job line to go over that information.

Okay, that's.

The easiest way to get your account.



Am declining to state why we are leaving Comcast because I don't owe you an explanation.

So if you can police just going to proceed to the next question, if you have to fill out your form, that's, fine, please proceed to the next question and we'll attempt to answer that if possible being that we are the number one provider of Internet and TV service in the entire country.

Okay? Why is it that you're not wanting to have the number one? Rated Internet service.

Number one, rated TV service, available I'm, declining to state we're, switching providers.

Can you please go to the next question? So what is it about us? Count that's making you want to change to them I'm? Declining the state can you please go to the next question? So we can cancel our service.

Okay, I mean, I'm, just trying to figure out here.

What it is about comcast, services- keep I mean, why you don't want to use this phone call is a really actually amazing representative example of why I don't want to stay with Comcast.

So can you please cancel their service I'm, trying to help you? Okay? Waiter.

We can help me pregnant line dancer.


Do it all this? There will be regional variants are disconnecting or service that's, how you can always because that's what I want that's what I want.

So why is that what you want because that's what I want? Okay? So I mean, sort of reason behind it side down.

We just want to find out what it is that's causing a customer that's been with us for a long time to leave because that's what we want.

Okay? I mean, you've been with us since 2005, nine years.

You've been a Comcast customer.

Okay, after a decade.

Okay, clearly.

The service was working great for you weren't having any problems.

So now all of a sudden you're moving.

Okay, you've kept this service in multiple addresses all of a sudden you're moving in something thinking you want to change one is it just making you want to change that because that's what we want to do? Why is that what you want to do that's? None of your business.

Your business is disconnected as a company that is that is a cable and internet provider, primarily, okay.

That is our business.

You know why our customers are leaving? Okay, if we don't know why our customers are leaving, how are we supposed to make it a better experience for you next time? Okay, when a bouncer doctor, that's, okay, class look that's, a fantastic session.

And something that you can hire a firm know, go figure out for right now.

I'm, just a customer calling in attempting to disconnect service that is something that you could do right? You said that you can't disconnect service.

Yes, yes, is that something you can do it greatly from transferring a service to do address.

You smell plane, clean rooms.

Can you disconnect us by phone? Can you disconnect our service? Yes, or no? What I'm trying to find out is what ordinarily horodyski like a service faster than anyone can provide you? Why don't you want those services because I'm not interested in your services, any longer, nope, not interested quiet.

Can you disconnect us by phone Kate? Are you pimping ham in your system of disconnecting, our servants, yes, or no, please that's.

What rings answer my question are you capable by phone of disconnect can disconnect on your servers? Okay, that's something you can do I would appreciate you now doing that? Please proceed in disconnecting.

Our service provider, GB provider, that's, making it sound so much better than the number one service available, I, don't know, it's totally arbitrary decision.


So why not keep what you know works? Cleo is good because we're not doing that.

So please proceed I.

Just think I can just Monica.

You don't want something that works.

No I know, I guess I.

Don't want something that works.

So why don't you want something that's good service work? I mean, is this like a joke? I mean, do we really call interest like only something you try now I'm trying to get information? Okay, I'm trying to help our company be better that's.

My job I can guarantee you're a lounge area, manned terribly good job and helping your company be worse.

Okay? Well, you know what I'm totally sorry to death that it feels like I'm, I mean, it sounds to you I'm like like it feels like I'm, trying to argue I'm, just trying to help you out get some information we'll just bypass all this information all go ahead and disconnect.

This service.

Okay, it's, really a shame to see you notice something that can't give you what you okay? Well, if that one's at the other case and we would call you best rapper, listener, I mean, you're, not gonna get 100,000 free on-demand titles.

You're, not gonna get 105 megabits per second for you guaranteed speed at 105, okay, I mean, no, one else can guarantee their sleeves like me.

Yeah, okay.

So I mean, we can definitely transfer this over to your new address and get you a lower rate.

I could save you almost a hundred actually more than $100, but I think you're worth $100 per month.

Jay doing that transfer okay, gives you Internet that's, five, six times faster than anything any other company can provide you are you done into the number one, TV service, available, okay and I mean, it.

So I mean, what about those TVs? Those services are you? Not? Why are you are you done? Iquitos you you literally, just a moment ago, said that you would go ahead and disconnect our service and that's, what we're going to do that's, what we're going to need to do so can you go ahead? Okay, how much longer is that process on the chat question? Can you tell me how much longer watch wait? Can you tell me how much Shawn gets how to take I understand? Can you tell me how much more there? Can you tell me how you can our manager? Okay, okay.


We have available to you I'm.

Good, I'm, just going to wait until you can confirm that we've cancelled service.

So I'm, just gonna hang out.

Yeah, you know, I'm really sorry to see you go to stuff that they can't give you over here, but I'd like to.

Thank you very much for being a great part of Comcast of a wonderful day.

Can you give me a confirmation number for the cancellation of service, I don't have a confirmation? Well, how do I how do I have confirmation that? We've got Silverstein final statement in three weeks? Okay? And just so I can confirm you said that your name is all right? Okay.


Thank you.


Does Comcast have bad customer service? ›

They're already not thrilled with them and those two categories are routinely the lowest-rated on the American Customer Satisfaction Index. Comcast is among the lowest-rated large-scale broadband providers rated by the survey, scoring a 66.

Has Comcast customer service gotten better? ›

Comcast's customer service rating by the ACSI surveys indicate that the company's customer service has never improved since the surveys began in 2001. Analysis of the surveys states that "Comcast is one of the lowest scoring companies in ACSI.

How do I speak to a live person at Xfinity? ›

On the Support page on, click Chat with Xfinity. Apps: In the Xfinity app, click the chat bubble icon on the upper right-hand corner. From the More tab in the Xfinity Home app, click Chat with an Agent.

How do I escalate an issue with Xfinity Mobile? ›

Call an Xfinity Mobile Specialist at (888) 936-4968. Tweet us at @xfinitymobile. Message us on the Xfinity Mobile Facebook page. Visit an Xfinity store that features Xfinity Mobile.

What is a weakness of Comcast? ›

Here are the weaknesses in the Comcast SWOT Analysis: 1. This industry requires tremendous capital expenditures to provide service to their customers and hence limited margins. 2. Intense competition and regulations means limited market share growth & higher expenses.

How long before you are considered a new Comcast customer? ›

How much saving were you offered compared to your current plan? A customer is considered new after 90 days.

Can I ask Comcast to lower my bill? ›

It pays to give Comcast a call and negotiate your Comcast bill. In fact, I should have done it sooner. Therefore, I would suggest calling 1-2 months before the increase will occur to avoid any increase in your bill. Plans and prices may have changed but the results are still the same.

Who does Comcast consider a new customer? ›

All the fine print I've seen says the only restriction is that a “new” customer is anybody who han't received service in 60 days. They'll also probably look at the service address and not credit card #. Their new customer promos are likely available at their web site.

How do I get a human at Comcast? ›

How to Reach a Real Person at Comcast/Xfinity. Phone: Comcast's official customer service number is 800-945-2288, but I called a different number, 800-266-2278. You may have to enter a lot of personal information to get connected, including your ZIP code.

How to get straight to a representative? ›

Things You Should Know
  1. Dial 0, *, or # multiple times. This can take you straight to an operator on some systems.
  2. Say "I would like to speak to a person". Or, try "operator," "agent," and “representative.”
  3. Call a local branch. Sometimes you can get a real person faster this way!

What phone number is 800 266 2278? ›

What phone number is 1-800-266-2278? Although this number isn't the same as Xfinity's standard customer service number (1-800-XFINITY or 1-800-934-6489), in our experience, it's still the same type of help. With both numbers, the recordings and automated menus are exactly the same.

Who is in charge of Comcast customer service? ›

A Message from Tom

Hello, I'm Tom Karinshak, Executive Vice President and Chief Customer Experience Officer at Comcast. We have a dedicated team of employees across the country working hard every day to make sure we deliver the superior experience you deserve. We are here for you.

How do you complain to Xfinity? ›

Report an Issue
  1. Visit ...
  2. Type a message to let us know what your issue is. ...
  3. Choose the option that best describes your situation.
  4. Click Continue. ...
  5. Click Continue.

What is the class action against Xfinity Mobile? ›

The XFINITY Mobile class action lawsuit asserts claims for violations of the Illinois Consumer Fraud and Deceptive Business Practices Act, breach of implied contract, and unjust enrichment.

How reliable is Comcast? ›

Xfinity Internet at a Glance

Forbes ranked it the best internet provider for rural areas and it receives the best customer reviews. Xfinity is a fast, reliable choice if the data cap is not an issue. Xfinity sets a monthly data cap at 1.2TB (1,200 GB) of data each month.

Can I sue Comcast for slow internet? ›

Yes, you can sue your internet service provider, but almost all ISP subscriber agreements require you to file any lawsuit in small claims court. If your dispute is over more than the amount that your local small claims court handles, you have to resolve it outside of the courts using a process called arbitration.

What is Xfinity's customer service rating? ›

Overall customer satisfaction rating 3.7/5.

Can Xfinity be trusted? ›

Xfinity, the brand name Philadelphia-based Comcast introduced in 2010 for its internet, TV, and phone service, places No. 3 in our ratings of the Best Internet Service Providers of 2023 and No. 1 in the Fastest High-Speed Internet Service Providers of 2023.

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