Xfinity—Comcast, by any other name, is still Comcast

Way back in the day—over twenty years ago—I’d been a Comcast customer out of necessity. The only options for me at the time were rabbit ears, and let’s face it: ESPN was then (and is now) must-see-TV. I was more than happy to unload them as there was little in the way of "service" that they provided.

Since that time, I’ve been a legacy PrimeStar/DirecTV customer for well over ten years. DirecTV is not without its drawbacks: occasional pixilation during inclement weather, and the slow retraction of cost free access to East Coast channels. DirecTV’s Premier package goes for $115—rounded up from $114.99. It boggles the mind why service providers still follow the gas company model of pricing. Do companies really think consumers see $0.99 as “less than a dollar” to the degree that buying decisions are made (and lost) over the trailing penny? Apologies, I digress… I felt the need to shop as I wanted to bundle my services. The thinking here is that it would certainly save a few bucks and I'd have one "throat to choke" when things go wrong.

Telephony companies generally lead the way in "bundled services"--packages that include television, internet, and phone. The list of providers varies by area and is short for those in Northern California. Frontier simply resells Dish Network services. Dish leases bandwidth from DirecTV. I concluded that Xfinity was the logical choice. I would soon learn that Xfinity is just re-branded Comcast, and that their customer on boarding leaves something (greatly) to be desired.

Xfinity’s web site rather stealthily identifies itself as a bundled service of Comcast. Look for the small Comcast logo and the hidden pop-up text on the XFinity Home page a la “Where’s Waldo.” The “Triple Play” page lists their current bundles which are discounted for the first year. If you’re so inclined to consider these services, be sure to read the terms and conditions for the distinctions in services provided and pricing. After the first year, the price goes up $15-$30 (after 12 months). And if any services are “downgraded” to a lower priced package, “Regular” pricing kicks in. So the savings you thought you might get by lowering your package choice later will result in a more expensive option should you choose to do so.

Comcast uses Flash technology to automatically pop a chat window from a sales associate, whose role is to answer your questions and walk you through the process. Despite grilling my associate pretty thoroughly, I still felt like a customer in a mock Southwest Airlines commercial as I was still dumbfounded by the number of undisclosed fees.

Beyond the different channel lineups and pay channels, there are differences in the Internet services and additional fees that apply that are not clearly disclosed. In fairness, some—though not all—are hidden in the fine print in “Terms & Conditions.” You know. That text that people never read. For instance:
• $50 (one time) installation fee
• $5/month for an EMTA (Embedded Multimedia Terminal Adapter)—fancy word for “cable modem”
• $15 (one time) fee for each additional HD receiver + $8 each per month
• $19/month if you want the AnyRoom HD DVR, but know that it is limited in that it is accessible from just three different receivers

As part of the process, XFinity/Comcast requires that you provide your phone number and carrier—to determine if you number is portable or not. The online form also necessitates that you provide your birth date and social security number. Hmmm. At this point, my internal information security antennae went up, but then I remembered that Comcast is the only game in town that provides such a bundle. The site states “If you do not want to provide the information requested, you can present your identification in person at a Comcast Service Center or a Comcast Live Chat Representative can explain your options for opening an account.” I did the latter, and the rep simply droned on about how “secure” their site is rather than providing anything factual to substantiate. There's option to go to your local Comcast office, but those offices are always buried in obscure business parks or are in the seedier side of town.

I double-checked that the site utilized SSL, checked the certificate source, VeriSign, a reputable certificate authority, and proceeded—albeit, reluctantly—to enter my personal data. Here’s where it got strange…and annoying. First, the system does a virtual handoff from one chat session to a second chat session. The latter is a completely different interface and you’re provided no countdown (or timeline) for when the next associate is to become available to finish the order.

The new chat session has a single, amber box which as it turns out changes colors from yellow to green when the associate “arrives.” After staring at the yellow box in this new chat session about fifteen minutes, the box goes green and I’m asked to re-verify my name, address, and phone information. Fair enough. I’m then asked to re-verify if I’m a new customer or if I’ve had Comcast service in the last 12 months—keep in mind: I’ve already provided all of this information earlier in the Comcast online form.

I’m then told by the associate via chat session:
I will need the following information for the account creation:
1. Complete SSN.
2. Nearest cross street or street perpendicular to your house.
3. Two contact numbers that we can best reach you on the date of install.
Rest assured that all the information that you will provide with me today will be kept confidential and secure.
Really? I should just take your word and “rest assured” that the private information I give to someone in “the cloud” is secure? Really??? I had already provided this data earlier, and the rep wouldn’t take the last four to proceed… but it gets better…

I’m subsequently told that my current phone number is “locked”—so it can’t readily be ported—and that the promotional rate is “no longer available in your area,” so instead of the internet advertised promotion of $159, I’m looking at $199?! What the Hell...???

It’s about this time that I also learn about the AnyRoom DVR limitations and the additional upfront pricing (on top of the recurring monthly charges) for the other receivers. It’s not that I have an issue with the fees themselves, but why the bait and switch? And why are there so many layers and hoops before the "other" charges are actually disclosed?

Hey, Comcast: Hear's an idea--> Just be up front about your pricing. I mean ALL of it. Price your wares competitively, and let the chips fall (among you and your competitors).

Suffice it to say, I hit the “Eject” button and canceled the order completely. Let this be a lesson to all and let the buyer beware AND be aware. The devil I know in DirecTV is (still) worlds better than my initial experience with Comcast's pre-sales and customer services. Having had this most recent, enlightening experience, I'm sticking with the scoundrel known for the foreseeable future...the grass is not greener on the XFinity side afterall!

'Nough Said,
+THINKER