OK, I have to say, I see something quite similar here.
Comcast is my ISP. I will say upfront, I have a significant respect for Comcast's ISP Engineering team. The broadband service provided is excellent.
OK, that aside ...
My first question is ...
Why do Comcast's Marketing and Support teams seem to actively try to undermine the efforts of the Engineering team so frequently?
OK, I tried the Comcast support website, and I engaged with its support chatbot. The bot got stuck in a loop, unable to answer a question I asked. I was not able to get the bot to leave that loop, so all I could do was disconnect, with no answer to my question.
Then I tried calling 1-800-COMCAST for help.
I was faced with a similar (the same?) bot.
Useless in trying to resolve the problem I was experiencing with the Comcast TV service.
I asked multiple times to talk with a human, but those requests ere greeted with diversions by the bot.
Then I went to the local Comcast store.
The rep I sat and talked with seemed to be more concerned with the number of customers processed than my problem. I was given bot-like responses to my questions.
Maybe that is why ...
Comcast president bemoans broadband customer losses: "We are not winning" (April 2025)
arstechnica.com
Surprisingly, Comcast's broadband service is excellent, a bit pricey, but excellent.
So maybe, just maybe, Comcast's attempt to detach itself from its customers via useless support bots could be the reason why Comcast is losing customers?
