When a tornado rips your town apart and destroys your home, should you have to pay extra fees to your cable provider? Of course not. But we continue to see these news stories about massive cable companies ripping off people who are just trying to find the energy to get by day to day. Last year, we saw reports about Charter Cable telling Alabama tornado victims they had to "find" their cable boxes or pay for them.

According to the friend, Glenda Dillashaw, a Charter representative told her that Spain would need to find his cable box or be charged $212 for its loss.

Fortunately, when Spain followed up with Charter after receiving another bill, the representative told him not to worry about it, suggesting that either Charter has an ambiguous policy to deal with it or Spain found a customer support person who's heart had not yet been crushed by soul-numbing job of being a customer support representative for a massive cable company. At least one other company has a formal policy in place for these situations:

Bright House Networks, whose service area includes hard-hit Pratt City, also expects its customers to file claims under homeowners' or renters' insurance to pay for lost or destroyed cable boxes. "That's how we normally handle it," spokesman Robert L. Smith said.

Fascinatingly, an article in Michigan claims Comcast does not have a policy in place for these situations. Following recent tornados in Michigan, Comcast customers who lost their homes were given the option of paying a cancellation fee or paying a reduced "vacation" rate for a service they could not use.

Katherine Pfeiffer and Kathy Crawford soon found that residents were being told that they would be responsible for damaged or lost cable boxes and modems. Initially residents were told their accounts with Comcast would be put on “vacation” status, where a monthly fee of between $15 and $20 would be charged.

Comcast is supposedly "working on a solution" for these people. The hubris of this massive companies is unreal. People who are waiting to hear if their home is repairable or has to be destroyed should not be confronted by the cable company with exorbitant fees.

When a tornado rips your town apart and destroys your home, should you have to pay extra fees to your cable provider? Of course not. But we continue to see these news stories about massive cable companies ripping off people who are just trying to find the energy to get by day to day. Last year, we saw reports about Charter Cable telling Alabama tornado victims they had to "find" their cable boxes or pay for them.

According to the friend, Glenda Dillashaw, a Charter representative told her that Spain would need to find his cable box or be charged $212 for its loss.

Fortunately, when Spain followed up with Charter after receiving another bill, the representative told him not to worry about it, suggesting that either Charter has an ambiguous policy to deal with it or Spain found a customer support person who's heart had not yet been crushed by soul-numbing job of being a customer support representative for a massive cable company. At least one other company has a formal policy in place for these situations:

Bright House Networks, whose service area includes hard-hit Pratt City, also expects its customers to file claims under homeowners' or renters' insurance to pay for lost or destroyed cable boxes. "That's how we normally handle it," spokesman Robert L. Smith said.

Fascinatingly, an article in Michigan claims Comcast does not have a policy in place for these situations. Following recent tornados in Michigan, Comcast customers who lost their homes were given the option of paying a cancellation fee or paying a reduced "vacation" rate for a service they could not use.

Katherine Pfeiffer and Kathy Crawford soon found that residents were being told that they would be responsible for damaged or lost cable boxes and modems. Initially residents were told their accounts with Comcast would be put on “vacation” status, where a monthly fee of between $15 and $20 would be charged.

Comcast is supposedly "working on a solution" for these people. The hubris of this massive companies is unreal. People who are waiting to hear if their home is repairable or has to be destroyed should not be confronted by the cable company with exorbitant fees.

Chattanooga's community owned EPB Fiber Network continues to get positive reviews from subscribers in the local paper. And Comcast's customers continue to complain. The Times Free Press Chattanoogan presents a tale of two providers. The longer letter details the frustration in dealing with Comcast following the failure of their on-demand service. After Comcast didn't resolve the problem over the course of several phone calls, the subscriber was told she would have to pay $30 for a Comcast technician to come to their house, even if the problem was entirely caused by Comcast's network and/or equipment. The second letter, from Leah, notes that she too suffered at the hands of Comcast's customer service but became EPB customers after a long absence from their home due to damage from the tornadoes of 2011. When they returned home, they went with the community network rather than Comcast. This is how she reflects on her experience with EPB:

We have had one instance where we needed to contact customer service, and the problem was fixed quickly and easily by the most polite customer service rep I’ve ever dealt with. Comcast came by recently to offer us a “substantial savings” if we’d make the switch back to them. My question was, why now? I was a customer for years and treated poorly as rates increased exponentially. Now the offer the discount? No thanks. For the $5 extra per month that we pay for EPB, we receive better features, prompt and polite customer service, and an all around trouble free experience. Thanks EPB!

Chattanooga's community owned EPB Fiber Network continues to get positive reviews from subscribers in the local paper. And Comcast's customers continue to complain. The Times Free Press Chattanoogan presents a tale of two providers. The longer letter details the frustration in dealing with Comcast following the failure of their on-demand service. After Comcast didn't resolve the problem over the course of several phone calls, the subscriber was told she would have to pay $30 for a Comcast technician to come to their house, even if the problem was entirely caused by Comcast's network and/or equipment. The second letter, from Leah, notes that she too suffered at the hands of Comcast's customer service but became EPB customers after a long absence from their home due to damage from the tornadoes of 2011. When they returned home, they went with the community network rather than Comcast. This is how she reflects on her experience with EPB:

We have had one instance where we needed to contact customer service, and the problem was fixed quickly and easily by the most polite customer service rep I’ve ever dealt with. Comcast came by recently to offer us a “substantial savings” if we’d make the switch back to them. My question was, why now? I was a customer for years and treated poorly as rates increased exponentially. Now the offer the discount? No thanks. For the $5 extra per month that we pay for EPB, we receive better features, prompt and polite customer service, and an all around trouble free experience. Thanks EPB!

Chattanooga's community owned EPB Fiber Network continues to get positive reviews from subscribers in the local paper. And Comcast's customers continue to complain. The Times Free Press Chattanoogan presents a tale of two providers. The longer letter details the frustration in dealing with Comcast following the failure of their on-demand service. After Comcast didn't resolve the problem over the course of several phone calls, the subscriber was told she would have to pay $30 for a Comcast technician to come to their house, even if the problem was entirely caused by Comcast's network and/or equipment. The second letter, from Leah, notes that she too suffered at the hands of Comcast's customer service but became EPB customers after a long absence from their home due to damage from the tornadoes of 2011. When they returned home, they went with the community network rather than Comcast. This is how she reflects on her experience with EPB:

We have had one instance where we needed to contact customer service, and the problem was fixed quickly and easily by the most polite customer service rep I’ve ever dealt with. Comcast came by recently to offer us a “substantial savings” if we’d make the switch back to them. My question was, why now? I was a customer for years and treated poorly as rates increased exponentially. Now the offer the discount? No thanks. For the $5 extra per month that we pay for EPB, we receive better features, prompt and polite customer service, and an all around trouble free experience. Thanks EPB!

Chattanooga's community owned EPB Fiber Network continues to get positive reviews from subscribers in the local paper. And Comcast's customers continue to complain. The Times Free Press Chattanoogan presents a tale of two providers. The longer letter details the frustration in dealing with Comcast following the failure of their on-demand service. After Comcast didn't resolve the problem over the course of several phone calls, the subscriber was told she would have to pay $30 for a Comcast technician to come to their house, even if the problem was entirely caused by Comcast's network and/or equipment. The second letter, from Leah, notes that she too suffered at the hands of Comcast's customer service but became EPB customers after a long absence from their home due to damage from the tornadoes of 2011. When they returned home, they went with the community network rather than Comcast. This is how she reflects on her experience with EPB:

We have had one instance where we needed to contact customer service, and the problem was fixed quickly and easily by the most polite customer service rep I’ve ever dealt with. Comcast came by recently to offer us a “substantial savings” if we’d make the switch back to them. My question was, why now? I was a customer for years and treated poorly as rates increased exponentially. Now the offer the discount? No thanks. For the $5 extra per month that we pay for EPB, we receive better features, prompt and polite customer service, and an all around trouble free experience. Thanks EPB!

Chattanooga's community owned EPB Fiber Network continues to get positive reviews from subscribers in the local paper. And Comcast's customers continue to complain. The Times Free Press Chattanoogan presents a tale of two providers. The longer letter details the frustration in dealing with Comcast following the failure of their on-demand service. After Comcast didn't resolve the problem over the course of several phone calls, the subscriber was told she would have to pay $30 for a Comcast technician to come to their house, even if the problem was entirely caused by Comcast's network and/or equipment. The second letter, from Leah, notes that she too suffered at the hands of Comcast's customer service but became EPB customers after a long absence from their home due to damage from the tornadoes of 2011. When they returned home, they went with the community network rather than Comcast. This is how she reflects on her experience with EPB:

We have had one instance where we needed to contact customer service, and the problem was fixed quickly and easily by the most polite customer service rep I’ve ever dealt with. Comcast came by recently to offer us a “substantial savings” if we’d make the switch back to them. My question was, why now? I was a customer for years and treated poorly as rates increased exponentially. Now the offer the discount? No thanks. For the $5 extra per month that we pay for EPB, we receive better features, prompt and polite customer service, and an all around trouble free experience. Thanks EPB!

Chattanooga's community owned EPB Fiber Network continues to get positive reviews from subscribers in the local paper. And Comcast's customers continue to complain. The Times Free Press Chattanoogan presents a tale of two providers. The longer letter details the frustration in dealing with Comcast following the failure of their on-demand service. After Comcast didn't resolve the problem over the course of several phone calls, the subscriber was told she would have to pay $30 for a Comcast technician to come to their house, even if the problem was entirely caused by Comcast's network and/or equipment. The second letter, from Leah, notes that she too suffered at the hands of Comcast's customer service but became EPB customers after a long absence from their home due to damage from the tornadoes of 2011. When they returned home, they went with the community network rather than Comcast. This is how she reflects on her experience with EPB:

We have had one instance where we needed to contact customer service, and the problem was fixed quickly and easily by the most polite customer service rep I’ve ever dealt with. Comcast came by recently to offer us a “substantial savings” if we’d make the switch back to them. My question was, why now? I was a customer for years and treated poorly as rates increased exponentially. Now the offer the discount? No thanks. For the $5 extra per month that we pay for EPB, we receive better features, prompt and polite customer service, and an all around trouble free experience. Thanks EPB!

Chattanooga's community owned EPB Fiber Network continues to get positive reviews from subscribers in the local paper. And Comcast's customers continue to complain. The Times Free Press Chattanoogan presents a tale of two providers. The longer letter details the frustration in dealing with Comcast following the failure of their on-demand service. After Comcast didn't resolve the problem over the course of several phone calls, the subscriber was told she would have to pay $30 for a Comcast technician to come to their house, even if the problem was entirely caused by Comcast's network and/or equipment. The second letter, from Leah, notes that she too suffered at the hands of Comcast's customer service but became EPB customers after a long absence from their home due to damage from the tornadoes of 2011. When they returned home, they went with the community network rather than Comcast. This is how she reflects on her experience with EPB:

We have had one instance where we needed to contact customer service, and the problem was fixed quickly and easily by the most polite customer service rep I’ve ever dealt with. Comcast came by recently to offer us a “substantial savings” if we’d make the switch back to them. My question was, why now? I was a customer for years and treated poorly as rates increased exponentially. Now the offer the discount? No thanks. For the $5 extra per month that we pay for EPB, we receive better features, prompt and polite customer service, and an all around trouble free experience. Thanks EPB!

Comcast has once again distinguished itself as an extraordinary company - not only do Americans trust it less than any other company on the list, it occupies the two bottom positions.  Big shocker that communities want better local service with their own networks.  

Accoding to the 2011 Temkin Trust Ratings, which looks at the level of trust that consumers have in 143 large U.S. companies in a total of 12 industries, only eight companies earned "very strong" ratings while 26 earned "very weak" ratings.

Comcast was the worst. But it is in the company we would expect - Time Warner Cable and Charter are close to the bottom also.