Professional reviewers and consumers find Comcast's live support chat to be regularly unhelpful. On the Consumer Affairs website, Comcast has an overall rating of 1.1 stars for customer service, with many of the complaints centered on poor chat service.
Complaints from consumers and reviewers regarding Comcast's chat support have a long history, with reports on the consumer complaint aggregation website Consumerist.com dating back to 2008. Users report that the chat support experience is inefficient and that it is difficult to communicate with the chat support employees. Chat support employees often have a limited ability to make changes to customer accounts or resolve billing and service issues. This often leads to a customer experiencing multiple transfers within the chat support system. Frequently, customers report that no chat support employee is ever able to resolve their issues.
In addition, consumers have reported behaviors from chat support employees to be unethical or deceptive. For example, some customers have reported that chat employees asked for passwords to their accounts. Other customers have reported that chats have been abruptly disconnected after their request for a downgrade. It is also common for Comcast chat employees to attempt to up-sell additional services during a chat session, a behavior many consumers find irritating.