Comcast Spends $110K on FCC Dinner That Was Totally Not Merger-Related

On the eve of the FCC's pending ruling on the Comcast/Time Warner merger, Commissioner Mignon Clyburn has taken some time to graciously accept an award at an annual industry dinner. A dinner that Comcast donated $110,000 to. And a dinner that they were definitely not using to sway the FCC's vote at all no sir not in… » 8/13/14 11:36am 8/13/14 11:36am

The Handbook Comcast Employees Use to Keep You From Leaving

A few weeks ago, the Comcast call heard 'round the world sent the internet into a cable-call-center-hating frenzy—and for good reason! But customers aren't the only victims here; even Comcast itself said the so-called "rep from hell" was just following orders. And now, thanks to a copy secured by The Verge, we know… » 8/04/14 2:00pm 8/04/14 2:00pm

Telecom Workers: Send Us Your Customer Service Call Scripts

Comcast COO Dave Watson has admitted that company policy was at least as much to blame for the customer service call from hell as the sad, desperate employee heard on the recording. As Watson wrote in a memo, that customer retention rep was only doing what he was trained to do. But what was he trained to do, exactly? » 7/31/14 1:51pm 7/31/14 1:51pm

Not Just Comcast: 19 Stories From Call Center Hell

Recently, Comcast and its call center habits have been thoroughly lambasted from all sides—and for good reason. But what many of us keep forgetting is that it's not just Comcast. The call center system as a whole is broken. And as you'll see from the tales below, it's breaking its employees along with it. » 7/28/14 1:16pm 7/28/14 1:16pm

Comcast Employees Spill How Hellish Life Is on Their End of the Phone

Last week, the Comcast call heard 'round the world struck a major chord with nearly everyone. We've all had that maddening phone call with a sales rep who just won't quit. What you might not realize is that as we're slamming our heads against our phones, they are too. It's not they won't stop, but that they can't » 7/24/14 5:41pm 7/24/14 5:41pm

How New York Could Stop the Comcast-TWC Merger

This week, the world was reminded of just how awful Comcast can be, thanks to the recording of one appalling customer service call. But that flare-up was also a reminder of how many people could find themselves trapped in similar situations, with fewer ways out, if Comcast's merger with Time Warner Cable goes through.… » 7/17/14 12:26pm 7/17/14 12:26pm

What's Your Worst Cable Customer Service Horror Story?

After reading about Ryan Block's Comcast customer service horror story last night, quite a few of you came out to offer you support in the form of some hearty commiseration. So to continue the healing, tell us, what's the worst cable customer service experience you've ever head? It's ok—this is a safe space. » 7/15/14 12:27pm 7/15/14 12:27pm

The Biggest Misunderstanding in the Net Neutrality Debate

Pending public rage, the FCC's flawed net neutrality rules will kick in later this summer. And yet, despite the impassioned coverage in the media, it's obvious that most people are still missing the point. As Wired points out today, a type of internet fast lane already exists, and nobody's talking about how to shut… » 6/24/14 1:20pm 6/24/14 1:20pm

Comcast Wants to Put Its Logo On Top of a Beloved NYC Landmark

30 Rockefeller Plaza is one of the most beloved buildings in New York City. Hell, there's even a TV show named after it. Now that Comcast, majority shareholder of NBC Universal, is growing into an Earth-swallowing corporate behemoth, they are looking to erect their huge glowing logo atop the skyscraper, replacing the… » 6/13/14 1:01pm 6/13/14 1:01pm

Comcast Wants To Turn Home Routers Into Public Wi-Fi Hotspots

In the coming weeks, Comcast is rolling out a new feature that turns residential customers' new Xfinity Wi-Fi routers into public hotspots. The rollout starts in Houston on Tuesday, and the company says it'll be in millions of homes across the country by the end of the year. That's a big hotspot! » 6/10/14 2:40pm 6/10/14 2:40pm

Netflix Lets People Know When Bad Streaming Is the ISP's Fault (Updated)

Last night, Yuri Victor tweeted a screenshot of a new Netflix error message he saw while a video was buffering. It tells Verizon customers exactly what's to blame for slow video. And judging by the response from Netflix's spokesperson Jonathan Friedland, it's no mistake. Update: AT&T customers are getting similar… » 6/04/14 9:45am 6/04/14 9:45am

FCC Incest: Meet the Cable Cronies Who Control Net Neutrality's Future

The fate of net neutrality has never looked bleaker, with the FCC's proposed rules basically dismantling the free and open internet that we know today. You can thank the agency's notorious revolving door for that; for years, FCC officials and the people they're supposed to be regulating have been playing a horrible… » 5/22/14 2:02pm 5/22/14 2:02pm