In June 2014, a Comcast customer recorded a frustrating call with a customer service representative and posted it to the internet. The story touched a nerve. Comcast has notoriously poor customer service and little competition in most of its markets, so unhappy customers can't switch. At the same time, Comcast is preparing for an acquisition of Time Warner Cable, something critics say would worsen problems at both companies and reduce choice for consumers. The Verge interviewed more than 100 current and former employees as part of an investigative series about the cable giant.Disclosure: Comcast Ventures is an investor in Vox Media, The Verge's parent company.
Sep 26, 2014, 8:07 PM UTCAdrianne Jeffries
Comcast: honestly, 'it may take years' to improve our reputation
The company has appointed a new executive in charge of reforming customer service
Aug 19, 2014, 1:50 PM UTCAdrianne Jeffries
Employee metrics show how Comcast pushes customer service reps to make sales
Sales are typically worth about 20 percent of employee performance metrics, according to documents provided to The Verge
Aug 19, 2014, 1:01 PM UTCAdrianne Jeffries
Can anyone stop Comcast?
What happens when the most unpopular company in the US merges with the runner-up?
Aug 11, 2014, 6:11 PM UTCAdrianne Jeffries
Now everyone is recording their nightmare Comcast calls
One customer got a refund from Comcast, but only because he recorded his calls with customer service
Aug 11, 2014, 12:36 PM UTCAdrianne Jeffries
Comcast Confessions: growing pains of a Goliath
There is no one Comcast
Aug 7, 2014, 2:05 PM UTCAdrianne Jeffries
Get through to Comcast's semi-secret customer service line with one of these special cards
The "We're On It" program is part of the company's efforts to improve customer service
Aug 4, 2014, 5:18 PM UTCAdrianne Jeffries
This is Comcast's internal handbook for talking customers out of canceling service
"Retention specialists" can be pretty persuasive
Aug 4, 2014, 12:44 PM UTCAdrianne Jeffries
Comcast Confessions: why the cable guy is always late
More than 100 Comcast employees spoke to The Verge about life inside the nation’s largest cable and broadband company
Jul 30, 2014, 2:43 AM UTCAdrianne Jeffries
Here is the memo Comcast sent to employees after the 'rep from hell' call went viral
Jul 28, 2014, 1:00 PM UTCAdrianne Jeffries
Comcast Confessions: when every call is a sales call
More than 100 Comcast employees spoke to The Verge about life inside the nation’s largest cable and broadband company
Jul 16, 2014, 5:32 PM UTCAdrianne Jeffries
Here’s why your Comcast rep is yelling at you
Warped employee incentives and an absence of competition make bad customer service inevitable
Jul 15, 2014, 12:52 PM UTCDan Seifert
Comcast's customer service nightmare is painful to hear
We've all been there
