I can see why they have such low ratings, not that any issue I have had hasn't been resolved, but their reps and techs don't have a clue what their hardware is like. I have called and had to inform them of their own services, that are posted on their forums by their own employees. I had a tech out for surround sound audio drop out issues, showed him the forum about it that states the Pace boxes have the issue, the Arris boxes don't. He informs me that they only have Pace boxes in this area, and then tries to get me a Samsung? When the swap takes place I end up with an Arris, color me confused.
I have been trying to get the cloud service activated, first I am informed it is only available in Chicago, I inform him it is available here in the Philly Market. He checks and guess what, I am right. Then he informs me it is already activated. The box is swapped and the recordings are not available because the cloud service isn't activated, so I call the dedicated X1 line. She gives me the same story, Chicago only, then checks and says I have to call sales and have it added to the account. Not one of the reps/techs I have spoken with know about their own product, and Comcast wonders why they rank last, they don't educate them, just giving them a sheet with prompts on it doesn't work. You have to love it that they ALL start the conversation with, "I am a customer too and have had this happen, so I understand your frustration and will work to resolve this as quick as I can."
