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Resident tells commission Comcast billing and late fees remain unresolved
Summary
During public comment a resident told the commission she had written Rep. Chris Pappas after months of unresolved Comcast billing problems and urged the commission to record her complaint; staff advised escalation paths and agreed to document the issue for future franchise negotiations.
A resident told the Portsmouth Cable & Broadband Commission that monthslong billing problems with Comcast remained unresolved despite a recent phone call from the company.
"I sent the letter on July 15," the resident said, adding that a Comcast representative called on July 30 and told her the account had been corrected but that late fees might remain. She said she would confirm on her next bill and said she doubted frontline representatives always have authority to fix complex cases.
The staff liaison, regulatory counsel, replied that the commission could document the complaint for its records and use such evidence in future franchise negotiations. "If I put your complaint in the record, we can keep the complaints so that when we have opportunities to negotiate, we can pull out these complaints," the staff liaison said. Members advised the resident to request a customer-satisfaction representative when calling Comcast and to let staff know if the problem persists.
