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When Your Cable Company Attacks: Why Comcast Abuses Its Customers

February 7, 2015 in Blogs

By Cliff Weathers, AlterNet

Insults directed at consumers are proof that Comcast is rotten to the core.

When it comes to popularity, cable companies rank down there with members of Congress, root canals and Nickelback. Current and former customers agree; they hate the high cost and poor service, and they especially hate the runaround they get from call centers.

Comcast and Time Warner Cable, the two largest cable television providers in the U.S., are consistently at the bottom of consumer satisfaction surveys and are among the least trusted corporations in the nation. Now these two monolithic companies are on the brink of a mega-merger.  

The merged company — which will be named Comcast — would control more than two-thirds of all cable television subscriptions in the country, and some 40% of the home Internet market. The $45.2 billion merger, proposed a year ago, is awaiting approval from the feds, and there are unfortunate signs the merger will be approved.

Survey after survey shows that Americans wholeheartedly oppose the proposed merger. The latest survey, by Consumer Reports, finds nearly three-quarters of Americans believe it will result in higher cable and Internet rates, while two-thirds say it will likely have a negative impact on customer service and that Comcast would have no incentive to improve.

So, knowing that most of their customers hate their guts, you would think that Comcast and Time Warner would do some corporate soul searching and perhaps polish their respective images. Maybe some acts of goodwill like rolling back prices, making a true commitment to net neutrality or providing better customer service would do the trick. But that hasn’t been the case. As regional monopolies, these companies know that when they are awarded a local franchise, they can pretty much do as they please without fear of consequences.

Comcast even seems to have grown surlier toward its customers since the unpopular merger was first proposed. This past spring, technology journalist Ryan Block attempted to cancel his service. Not only did Comcast’s customer retention specialist try to talk Block out of it, he got hostile …read more


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