Comcast nightmare: Six months without Internet despite $5,000 payment

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When Edward Koll and his girlfriend, Jo Narkon, acquired and moved into a new residence in Draper, Virginia in late September 2020, they experienced just about every explanation to believe that Comcast World wide web would be commonly obtainable.

They experienced completed their owing diligence right before shopping for the property, plugging the deal with into the Comcast web-site to make certain it had cable Online and contacting Comcast right to make excess absolutely sure. Both of those the Comcast website’s availability checker and a Comcast income rep verified to them that the home experienced services.

But Comcast had given the pair wrong facts for the reason that of an mistake in its coverage map, and it didn’t explain to the pair about this error till immediately after they bought the residence. That was more than six months back, and Koll and Narkon still don’t have residence Internet services.

“It was not right until soon after we closed on the residence that Comcast ultimately notified us that we were being in a ‘dead zone,'” Koll informed Ars when he very first contacted us on February 12, 2021. “The finishes of our street are hooked up, but the middle where we reside does not have the provider pedestal.”

This wasn’t the first time that Comcast, the nation’s greatest cable organization, has falsely told buyers that service would be obtainable.

Even even though it was Comcast’s fault, the corporation demanded $5,000 up front to extend its network to Koll and Narkon’s residence. The pair eventually paid out up in late November soon after identifying it was the only practical possibility. But although Comcast initially promised assistance inside 90 days of getting the $5,000 payment, it failed to total the venture in that time body.

Comcast now suggests the project will at last be concluded by April 15, about six weeks following the unique 90-working day estimate handed on March 2. The few has been making use of cell hotspots for Net access the total time they have lived in the residence for the reason that of Comcast giving phony availability details and then failing to total the set up on time.

Comcast: “[We] did not stay up to our standards”

Comcast appeared to take the problem additional critically soon after Ars contacted the firm’s community relations section, ultimately promising a $5,000 credit rating.

“Mr. Koll’s knowledge did not dwell up to our requirements and we are extremely sorry for the inconvenience this has prompted, consequently, we will be making use of a credit to his account equal to $5,000,” Comcast advised Ars on March 29, immediately after a number of weeks of back-and-forth conversation.

“The stunning element of it was Comcast’s refusal to even personal this,” Koll informed Ars in a cell phone interview very last week, right after Comcast agreed to the $5,000 credit history. “They just type of brushed it off and we actually did not get any traction on this until finally we attained out to you [at Ars].”

A Comcast rep referred to as the few yesterday to affirm that support will be set up on Thursday, April 15, someday between 8am and 10am, Koll instructed us. Even soon after that phone, Koll claimed he is “not convinced” the job is much more than enough together to be finished by then. But they’ve requested Web, Tv set, and cellular phone service, and the pair is switching their mobile telephones around to Comcast’s cellular provider. The overall price tag is estimated at $249 a month, Koll said. At that rate, the $5,000 credit history will past about 20 months. Virginia is one particular of the states in which Comcast reluctantly agreed to hold off information-cap enforcement until eventually 2022.

No solution but to pay $5,000

Involving e-mail, cellphone calls, and in-man or woman visits, Koll explained he experienced dozens of contacts with Comcast over the past 6 months to test to kind the mess out. “Comcast reported, ‘yeah, our agents instructed you that service was accessible and they promised you that it was right there at your doorstep, but they ended up mistaken,'” Koll stated.

One particular installer arrived at the property and “stated, ‘I need to go discover out where by your support line is,’ and then he disappeared. He never came again,” Koll explained to Ars. “And then we experienced two other installers and there was at last the 3rd man who said, ‘You really don’t have a provider pedestal shut sufficient and you happen to be looking at a significant invoice just to have it put in.'”

After listening to Comcast’s demand from customers for $5,000, Koll complained to the FCC but the agency “adopted up with Comcast and recognized their rationalization without comment,” Koll informed Ars. Koll said he also contacted the places of work of US Sens. Tim Kaine (D-Va.) and Mark Warner (D-Va.) devoid of any success.

Edward Koll at his home.

Edward Koll at his dwelling.

Gigabit World wide web “is available for your address”

Koll delivered Ars a copy of the $5,000 invoice dated November 30 together with chat and electronic mail transcripts from discussions he had with Comcast.

In an on line chat just before they purchased the household, Koll asked a Comcast rep to verify that gigabit World-wide-web services and cable Tv would be available. The rep instructed him that “the Gigabit Speeds Internet prepare is offered for your address” and that a 2-year contract would value “$169.99/mo additionally devices, taxes, and service fees.”

The rep informed Koll to get company 5 to eight small business days in advance in scenario cable required to be operate to the dwelling, making it seem like it would be an quick procedure and not a six-thirty day period ordeal. But the Comcast rep was completely wrong mainly because Comcast’s procedure was delivering phony facts. Koll placed an get for Comcast services about the cell phone on August 25, and the couple shut on the residence on September 24, shifting in the similar working day. Even when accepting the purchase, Comcast failed to realize that it hadn’t extended its network shut sufficient to the house to deliver services.

Comcast boasts about its gigabit network in a slide from a press kit.

Comcast features about its gigabit network in a slide from a push kit.


On November 1, 2020, Koll replied to an e mail from a Comcast rep in the executive purchaser relations office, and pointed out that Comcast’s provider map confirmed his tackle as obtaining services. Koll’s electronic mail also pointed out that he experienced placed an buy for service on August 25 “and at the identical time set a deposit into the account so that service would be put in on or right before closing on this residence.”

“Specified the many assurances from Comcast for services and the prolonged delays we have presently endured, I foresee a swift resolution to this matter,” Koll wrote in that email.

But there was no fast or low cost resolution. “We reluctantly agreed to shell out $5,000 in November to have the company pedestal put in even with Comcast’s previously guarantees about present services availability,” Koll advised Ars, months later on.

“We genuinely need help”

Koll 1st contacted us immediately after reading one of our article content about a 90-year-previous AT&T buyer, Aaron Epstein, who bought an ad in the Wall Street Journal to complain about AT&T’s slow Net provider. At the time, Koll wasn’t positive that Comcast would install company at all.

“We seriously have to have enable, related to Mr. Epstein,” Koll instructed Ars in his initially electronic mail to us. “We have to have to get the provider we were being promised put in. We would like to have the $5,000 again, but at this place are inclined to settle for that as a credit score towards upcoming expenditures. Comcast has presented two free months, which does not come shut to the quantity we have paid.”

While Comcast afterwards agreed to a credit equivalent to the comprehensive amount they paid, the enterprise did not convey to us why it will not refund the $5,000 rather of delivering it as a invoice credit history. That primarily suggests they had to shell out $5,000 in advance for about 20 months of services, an first expenditure that new Comcast clients typically would not have to spend.

Comcast fixes map, months also late

In late March, Comcast last but not least updated its protection map and on the web availability checker to appropriately clearly show Koll’s handle as unserved. So why did Comcast’s web page and a Comcast product sales rep falsely convey to Koll that service was already out there at the household?

“This is not a widespread incidence and we have to seem into these circumstances on a case-by-scenario basis,” Comcast explained. “For this precise tackle, it was involved in a databases from a enterprise we obtained lots of yrs in the past. Our nearby groups are preparing a even more critique of that regional database.”

Cable companies have failed for many years to create far more precise assistance maps. The cable industry’s biggest lobby team fought from needs to post deal with-degree knowledge to the Federal Communications Commission, telling the FCC in 2017 that it really is as well challenging and high-priced to figure out precisely the place they can and won’t be able to present provider.

The FCC last but not least purchased ISPs to submit geospatial maps of the place they provide services in 2019, but then-FCC Chairman Ajit Pai did not end setting up the new procedure before leaving office environment in January 2021. On taking around from Pai, Performing FCC Chairwoman Jessica Rosenworcel uncovered “that we experienced a ton of do the job to do and hadn’t nevertheless started a lot of of the ways needed to essentially develop a selection technique,” she wrote.

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