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Nightmare Comcast customer service call going viral

San Francisco, CA (CNN) - A San Francisco man called Comcast to make a simple request - but he hardly got a simple answer.

Ryan Block: “We'd like to disconnect please.”


Comcast Representative: “Okay. So why is it you don't want the faster speed?”

Listen to the call

All Ryan Block wanted was to cancel his Comcast internet and cable subscription. But the Comcast guy wasn't going to have it.

Comcast Representative: “I'm just trying to figure out here what it is about Comcast service that you're not liking? You're not wanting to keep.”

Block, who did not want to go on camera, said he switched providers, but he never expected it would be so tough.

Comcast Representative: “So, what is it about this other internet provider, TV provider that's making it sound so much better than the number one TV service available?”

Ryan Block: “I don't know. It's totally arbitrary decision.”

Comcast Representative: “Okay, so why not keep what you know works?”

Block, a tech journalist, recorded and posted the call. So far it has more than 2 million hits, and people can't believe what they hear.

John Alsbury - Comcast Customer: “I don't see the need to get into it. If I want to cancel my service, I want to cancel my service. There's no need to debate anything.”

The Comcast rep was persistent.

Comcast Representative: “Why don't you want those services?”

Ryan Block: “Because I'm not interested in your services any longer, can you.”

Comcast Representative: “Okay. So you're not interested in the fastest internet in the country?”

Ryan Block: “Nope.”

In a statement Comcast wrote: "We are very embarrassed... The way in which our representative communicated with him is unacceptable."

So, even after that 20 minute call they finally heard what they wanted to hear, but the Blocks still didn't trust their service was canceled. They decided to come to an office in person, just to make sure. Block was expecting a personal call from Comcast executives Tuesday evening; presumably an apology. Hopefully it was a quick call.

Comcast says it will investigate and promises quick action.