So I wake up Wednesday morning to a house with no internet. For over a week now I've been receiving texts from xfinity about work in my area knocking out my service. No heads up or warning. And each time it implies a one time thing. But after a few days of this, this got annoying. Some days a text and no outage. Some days a text the day before warning me. Some days, a text 15 minutes after the internet is knocked out.
Great...how in the fuck am I going to get any work done now?
Of course, I always have a backup plan. But that does nothing to quell my outrage at a company I pay money to for a service I rely on when they strip me of my paid service so arbitrarily with poor planning. Not to mention, I'm paying nearly $160 a month for this service at this point, which is a sore point that goes back years.
It was years ago back in 2008 when I moved into our first apartment that I called up Comcast, as they were called then, and signed up for service. Being a new first time customer, of course they hooked me up with a "deal". An introductory promo rate. Also known as a bait and switch. But at some point during the sale, I was told to check back in when the deal runs out, and they can "hook me up". Sure enough, when the day came that the deal ran out and the bill surprisingly jumped up, I called them up, and with a simple conversation they offered me a new deal that was close to my previous deal.
I see - this is the game they play. "Promotional" rates for the diligent, overcharge the complacent.
But then at some point, it turned into a game and a dance. Which I resented. I just wanted to keep my bill at the relatively same price consistently, and they wanted to pump every last dime they can out of me. I recall one bad round of negotiations where I got a rep that really didn't want to give up anything. I don't know what goes on internally, but it seemed like they kept trying to tighten things up with these free promos being distributed. I kept pushing back that I was fed up with this game and wanted a fair deal, and they kept pushing back "but this is what the service costs". Which was not a line I was happy with after years of a precedence set of perpetual deals being offered. At some point, they talked me into a deluxe package - around the same price as they jacked me up to, but with more channels and a landline phone service. Ha! But - given the option of paying an inflated price for the same service I had, or an inflated price for more channels, I took the more channels.
Except then I ran into the 2nd long time game of Comcast/Xfinity - figuring out the actual price. I think they've gotten better at this in recent years, but it used to be impossible to get an accurate number out of anyone. They like to advertise their rates without fees and taxes, to make their rates look better than they actually are. One could fairly debate whether it would be fair for a company to have to include taxes in their advertised rates - but a lot of the fees they set. And the bottom line is, IT'S DECEPTIVE TO ADVERTISE A NUMBER THAT ISN'T WHAT YOUR ACTUAL BILL WILL BE!!!!!! IT'S NOT LIKE THEY DON'T HAVE ACCESS TO THIS DATA!!!!
But, I digress - as I did say before I got off on this rant, they have gotten better about that.
But back to our story - so at this time they weren't quite good at that. And so I get a bill, and it's more than we agreed upon on my phone call, even when discussing fees and taxes. And I call them back. And I get some bullshit about - oh - that's because of the transition between the two deals, it'll go down on the next bill. I've heard that line multiple times. It's rarely true.
After about 2 or 3 billing cycles of this bullshit, I called them up again, and again went off on a rant about how all I wanted was to keep my service I had before, and a bill below a fucking $100!
That seemed to be the tipping point - I feel like during those years I was always fighting to keep the bill under $100, and they were always fighting to get it over.
Eventually in that round, I was so fed up I asked to be transferred to the cancellations department. With my package I previously had hijacked to an inflated rate, and my current package I didn't want being misrepresented in price, I was ready to grab some clippers and cut the cord my damn self. And wouldn't you know it - the cancellations guy had the ability to put me back in a promotional rate with my old package that got me under $100.
Ugh...
The same game - but more challenging as I get to higher levels year after year.
Time after time I found myself saying - why can't they just give me the fucking rate that they offer if you fight for it, without making me get all worked up and angry every year or few years?
But, alas, we live in America, home of the free - for corporations to rape and pillage.
Anyways, as the years went on, and the fight got more challenging, and my income increased, I became complacent, and gave up. Shelling over my $120, $130, $140, as it inched up year after year. Sure, sometimes I'd get pissy and call, and get some deal, but never much, nothing huge. Sometimes I'd drop TV service. Sometimes I'd get put in a dual package with basic TV. Eventually I lost track of this so much, that this time around when I called, I could have sworn I had no TV package, but found I was with a TV package.
But....where was I?
Oh yes. Wednesday. Internet out. With my years of baggage that came to mind anytime I was reminded I'm paying $160 a month for this fucking service. And so I asked AI, co-pilot this time, what options I had. Asking co-pilot has become my new first step for "googling" things these days. And it suggested checking out Verizon high speed.
So I did.
And they do offer service in my area.
But not to me!
So I called them, and they confirmed, we do have service in your zip code, but not to your address.
Turns out - the only wired high speed option I have at my address is Xfinity.
Smells like a monopoly to me. I don't know what backroom deals Xfinity and Verizon have going on, but it sure seems shady as fuck! Pissed about this, I submitted a complaint to the FCC - which did nothing, as all it does is take a complaint against a company and treat it as a consumer complaint relating to their service or account. Which wasn't the case - I was asking for an investigation into whatever is going on that Verizon is in my town, but barely available - only to 20% of my town according to sources.
But whatever.
So I thought back to the game. Is it time for another round?
So I opened a incognito browser, and went into the Xfinity site, pretending to be a new customer. And what do you know - way lower rates! High speed internet at my level for $85 a month! Wow - under $100 - the aughties are here again! So I called them up, ready to play ball, and get pushy about what they'd offer a new customer, but won't offer a loyal customer.
But - I didn't have to do that. I stated my reason for the call was my increased bill that keeps going up, my dissatisfaction with this, and wanting to know what they could do for me - and immediately I was offered the $85 deal without asking for it.
Woah! Shit - I should have done this long ago!
But then Mr. sales guy asks me about my cell phone, and starts singing the wonders of their Xfinity mobile service. Highest speeds. Higher than anyone else can offer. And I automatically get 1 free line for the first year with this service I just signed up for.
Eventually, after cautiously reviewing everything and checking the details, I agree to proceed with this. And to bring both our phones onto the new plan. And to take them up on their new phone offer - we were getting to be due for an upgrade. Two new Samsung Galaxy phones, just have to pay tax, first line free the first year, 2nd line $40/mo, after the first year goes up to $85/mo - same rate I'm currently paying for the current phones. Eh.....why not.
Why not indeed.
I ask about the setup process - "oh, that's easy, it comes with instructions to make sure our technically challenged customers can set it up, you'll have no problem"
Oh really?
So what arrives today is a box with 2 new phones new in box, no distinguishing labels on either phone, 1 invoice that lists the contents, and 2 identical cards with a QR code to scan for setup.
No indication of which phone is which, or if that's important.
No sim cards, or explanation as to whether or not that is needed.
No quick start guide.
And so I open one of the boxes, and take out the phone, and power it up. And with my current phone, I scan the QR code on the card, and it takes me to a process to setup the phone service. But while I"m doing this, the old phone detects a new phone nearby, and prompts me to start the migration. So I start it, and next thing I know, my gmail accounts are associated with the phone, my pin code is brought over, and it's walking me through the setup. And the new phone gets to a point where it wants to setup phone service. Except.....no sim card! And it basically is stuck there - only option is to proceed without phone service and set it up in settings later.
I'm concerned now, because I don't know what the intended path to set these up are. It seems like 2 processes have kicked off simultaneously, and I have no quick start guide to steer me how to navigate these 2 processes, that seem to be clashing!
So, I go back to the window that was opened on the existing phone from the QR code, and it walks me through transferring my old phone service, and getting a pin from the provider, to release that. And I do that. And it finishes that process. But I'm still left with a new phone with no phone service, that barks about there being no sim card if I try to do anything.
Ugh....what the fuck? This is fucked up!
So I call the number on the QR code card, and just as I'm being transferred to a rep, the call drops, because MY PHONE SERVICE HAS BEEN CANCELLED ON THAT PHONE!!!!!!!
Predictable, yes. But - this process was all set in motion by following the paths laid out to me by the package and equipment sent to me, and the instructions, or lack thereof, that I had.
So I had to call with an alternate method, which meant identifying and verifying since I'm now calling from a phone that isn't recognized by them, and of course I'm calling a call center that is quite obviously not in this country, dealing with language barriers and accents to add to our glorious moments of communication!
The first rep I got was a clueless idiot that knew nothing of customer support, phone etiquette, or listening. I pointed out I didn't even know if I had the right phone, and if the syncing that had already taken place may have put my account settings on the wrong device. So he asks me to look up the IMEI number. With no instruction or context as to how. Now, I very well could have figured this out - but Mr. know it all here kept interrupting me anytime I tried to explain this backstory or context here for him to understand where we were with this process. So, ok Mr. helper. Help me. Where is this IMEI number. And he tells me it's on the back of the box. Nope - back of the box is bare. He tells me to look on the back of the phone. There's a sticker, with very tiny numbers I can't read. Ok, go into settings on the phone. As I've tried to tell you several times, I cannot get to settings on the phone, as it's prompting me to complete a setup process I'm not sure I want to complete as I don't even know if this is the right phone. And the numbers on that label on the back of the phone don't say they're IMEI or not anyways. At least 3 times he tried to tell me to go to settings on the phone, offering no path out of the setup process I was locked into. And then multiple times he plays a game of "are you there? I can't hear you!"
I'm almost certain he was fucking with me at that point.
He starts suggesting taking it to a store for assistance. I told him the only store I'd be taking it to would be to return it.
At this point, between the rudeness, the "sound" issues, the interruptions, I had it with this guy - this guy will not be helping me. So I asked for a supervisor. Not only do I want to get away from this asshole, but I have my own wisdom I wish to impart onto someone of authority of this whole process in general. If a seasoned Senior Tech Support pro with over 20 years of experience can't figure out how to get this process working, I shudder at the thought of what others out there are facing that are goaded into switching to this service for their free first year, and free phone.
But this asshole turned it into an argument. I asked for a supervisor, and he argues that he's trying to help me, and I"m not letting him help me. I shouldn't have to explain myself at this point, if I want a supervisor, I should be forwarded to a supervisor. But he wouldn't budge, kept arguing against it, that if I want help I need to stay with him. I laid it out to him that quite simply, I had decided I will not be pursuing any further help with him, and there's nothing he can do about it, my options at this point are to speak to a supervisor, or hang up and call back for a different rep to get a supervisor. I then asked, so will you forward me to a supervisor, or are you refusing to do that? He responds that he will forward me to a supervisor because he is not allowed to refuse to do so.
AND THE ASSHOLE TRANSFERRED MY CALL TO SAMSUNG!!!!!!
Furious, now confirming this guy is a legendary asshole of incompetent support, I called back. Thinking back to my times of help from the "retention" department when ready to cancel. And so I select the cancellation option from the menu. Which brings me to another menu that doesn't have a cancellation option. And which acts like it can't understand me when I say I want cancellation. Which eventually just forwarded me to yet another Xfinity mobile customer support rep.
But this guy was more helpful.
While on hold, I did finally decide to sort out the IMEI stuff myself, and confirmed that I had indeed started this process on the wrong phone - but now when trying to factory reset it, it was warning that if a gmail account is tied to it, I may be prompted for my information.
UGH....I just want to set this up and give this to Kristen, I don't want it tied up with all that. Just fucking reset it! Sick and tired of these "anti-theft" bullshit penalties that the criminals have ways around, and just make functionality a pain in the fucking ass!
But, whatever - wipe it.
And the new rep walked me through getting the right phone out of the box, and somehow getting my number in limbo registered on that phone, and again the migration kicked off and migrated everything over.
And then he activated Kristen's number on the new phone - and I think that phone setup alright, it didn't prompt for any google stuff, but also Kristen doesn't use gmail, so she didn't try to set anything up.
At this point, it was way past 3, and I had somehow managed to forget about a concept called lunch that I was going to grab after doing this "quick and easy setup".
So....ok.....lets hope the service was worth that. Because that was the worst phone setup experience I have ever had the misfortune of going through. And that includes all the phone setups I've done assisting my end users over the years of working in support!
Xfinity - you need to do better! If this is your idea of a quick and easy setup, you're going to get slaughtered with the anger from your new customer base!
