Comcast Consumer Complaints
• comcast_consumeraffairs_complaints.csv
• comcast_fcc_complaints_2015.csv
Raw complaint data about Comcast television and internet published at consumeraffairs.com between 04/08 and 09/16.
Raw complaints made to the FCC about Comcast between 04/15 and 06/15.
Number of complaints (CA)
AKBCNEONPEWYHIIDNDKSNVMENCWIOHVTMOARKYWVAZLANYMSNMDCSCDENHALUTCTORMNINCOMAVAWAMDTNMITXNJPAILGACAFL
0 200 400 600 800Count
Location
AL
AZ AR
CA
CO
CT
DE
FL
GA
ID
IL IN
IA
KSKY
LA
ME
MD
MAMI
MN
MS
MO
MT
NE
NV
NH
NJ
NM
NY
NC
ND
OH
OK
OR
PARI
SC
SD
TN
TX
UT
VT
VA
WA
WV
WI
WYPercent
[0.00272 to 0.00387)
[0.00387 to 0.00443)
[0.00443 to 0.00481)
[0.00481 to 0.00571)
[0.00571 to 0.00705)
[0.00705 to 0.00931)
[0.00931 to 0.27972]
NA
CA Percentage for Areas with Comcast
Complaints by percentage (CA)
Complaints by percentage (FCC)
AL
AZ AR
CA
CO
CT
DE
FL
GA
ID
IL IN
IA
KSKY
LA
ME
MD
MAMI
MN
MS
MO
MT
NE
NV
NH
NJ
NM
NY
NC
ND
OH
OK
OR
PARI
SC
SD
TN
TX
UT
VT
VA
WA
WV
WI
WY Percent[0.000663 to 0.001310)
[0.001315 to 0.001580)
[0.001577 to 0.001680)
[0.001682 to 0.002090)
[0.002093 to 0.003100)
[0.003103 to 0.005270)
[0.005271 to 0.303950]
NA
FCC Percentage for Areas with Comcast
Complaints by zip code (FCC)
30
40
50
−120 −100 −80longitude
latit
ude
1000
1500
2000
rank(freq.x)
FCC Comments by Zip Code
Complaints for FCC and CA
alaskaiowa
montananebraska
rhode islandwyoming
hawaiiidaho
north dakotakansasnevada
wisconsinnorth carolina
maineohio
vermontmissouri
arkansaskentucky
west virginianew yorklouisiana
arizonanew mexico
delawarenew hampshire
district of columbiasouth carolina
mississippialabama
utahconnecticutminnesota
oregonindiana
massachusettscolorado
virginiawashington
marylandtexas
new jerseymichigan
tennesseepennsylvania
illinoisgeorgia
californiaflorida
oklahomasouth dakota
0 250 500 750 1000Count
Loca
tion
Complaints by percentage (FCC and CA)
AL
AZ AR
CA
CO
CT
DE
FL
GA
ID
IL IN
IA
KSKY
LA
ME
MD
MAMI
MN
MS
MO
MT
NE
NV
NH
NJ
NM
NY
NC
ND
OH
OK
OR
PARI
SC
SD
TN
TX
UT
VT
VA
WA
WV
WI
WYPercent
[0.00340 to 0.00522)
[0.00522 to 0.00623)
[0.00623 to 0.00690)
[0.00690 to 0.00799)
[0.00799 to 0.01037)
[0.01037 to 0.01295)
[0.01295 to 0.30395]
NA
Both Percentage for Areas with Comcast
Co-occurrence network in Comcast dataset texts (CA)
●
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●
●
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●
●
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●
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●
●
●
●
● ●
●
●
●
●
●
call
customer
service
Internetmonth
bill
daytold
time
hour
charge
pay
week
cable
tv
supervisor
technician
rep
bad
receive
finally
tech
phone
home
fee
company
account
issue
cancel
box
speak
people
wait
credit
minute
fix
n1000
1500
2000
2500
3000
●
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●
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●
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●
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●
●
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●
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●
●
●
●
●
●
service
data
customer
caps
speed
billing
practices
issuesunfair
slow
speeds
poor
internet
phone
throttling
xfinity
switch
connection
tv
complaint
cap
horrible
bill
services
business
failure pricing
issue
charges
terrible
pricerental
fraudulent
300gb
bad
usage
cable
bait
overage
modem n25
50
75
100
Co-occurrence network in Comcast dataset titles (FCC)
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●
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●
●
●
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●
●
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●
●
●
●
●
●
service
told
month
called
bill
timecall
customerphone
cable
pay
speed
servicesaccount
issue
paying
times
home
months
tv
day
modem
charge
internet
received
n300
500
700
900
Co-occurrence network in Comcast dataset text (FCC)
Topic modeling
Topic modeling is a method for unsupervised classification of documents, similar to “clustering” on numerical data.
Topic model: Latent Dirichlet Allocation (LDA)
1 2 3 4
0.00 0.02 0.04 0.06 0.00 0.02 0.04 0.06 0.00 0.01 0.02 0.03 0.00 0.02 0.04 0.06
channel
time
pay
charge
cable
day
service
phone
bill
call
charge
cable
hour
service
pay
month
Internet
time
phone
customer
day
cable
pay
customer
time
bill
Internet
month
call
service
Internet
cable
receive
technician
customer
home
bill
box
call
service
β
Top 10 terms in each LDA topic (CA)
1 2 3 4
0.00 0.01 0.02 0.03 0.04 0.00 0.01 0.02 0.03 0.000.010.020.030.040.05 0.00 0.02 0.04 0.06
pay
tv
rate
package
price
cable
bill
month
Internet
service
told
issue
customer
account
day
Internet
phone
time
service
call
time
issue
bill
month
pay
charge
modem
service
Internet
speed
customer
stream
pay
limit
usage
month
service
cap
Internet
datum
β
Top 10 terms in each LDA topic (FCC)
Probability distribution for each topic (CA)
3 4
1 2
0.2 0.4 0.6 0.2 0.4 0.6
0
1000
2000
3000
4000
5000
0
1000
2000
3000
4000
5000
gamma
Num
ber o
f doc
umen
ts
Topic1
2
3
4
Probability distribution for each topic (FCC)
3 4
1 2
0.00 0.25 0.50 0.75 1.00 0.00 0.25 0.50 0.75 1.00
0
500
1000
0
500
1000
gamma
Num
ber o
f doc
umen
ts
Topic1
2
3
4
Sentiment analysis
It is a computational approach to identify people’s opinion towards an entity
Classification techniques• Machine learning• Lexicon-based
Sentiment analysis
Classification techniques• Machine learning• Lexicon-based
###Atibble:13,901×2##wordsentiment##<chr><chr>##1abacustrust##2abandonfear##3abandonnegative##4abandonsadness##5abandonedanger##6abandonedfear##7abandonednegative##8abandonedsadness##9abandonmentanger##10abandonmentfear###...with13,891morerows
###Atibble:6,788×2##wordsentiment##<chr><chr>##12-facednegative##22-facesnegative##3a+positive##4abnormalnegative##5abolishnegative##6abominablenegative##7abominablynegative##8abominatenegative##9abominationnegative##10abortnegative###...with6,778morerows
###Atibble:2,476×2##wordscore##<chr><int>##1abandon-2##2abandoned-2##3abandons-2##4abducted-2##5abduction-2##6abductions-2##7abhor-3##8abhorred-3##9abhorrent-3##10abhors-3###...with2,466morerows
NRC BING AFINN
AFINN lexicon
• “ I’m not happy and I don’t like it ”23
Sentiment score = 5
• This is utterly excellent!3
Sentiment score = 3
• "I continue to receive unwanted calls from Comcast despite my instructions."
Sentiment score = -2
-2
AlaskaNorth Carolina
HawaiiNorth Dakota
MaineWyomingNew York
IdahoMissouriAlabamaNevada
UtahNew Mexico
PennsylvaniaMassachusetts
TexasNebraskaArkansasMaryland
IllinoisNew Jersey
ColoradoConnecticut
GeorgiaVermont
MinnesotaFlorida
ArizonaMichiganCalifornia
TennesseeWashington
OhioNew Hampshire
VirginiaSouth Carolina
LouisianaDelaware
OregonIndianaKansas
KentuckyWisconsinMississippi
West Virginia
−3 −2 −1 0Average sentiment score
stat
e sentimentnegative
Average AFINN score for reviews within each state (CA)
Average AFINN score for reviews within each state (CA)
AL
AZ AR
CA
CO
CT
DE
FL
GA
ID
IL IN
IA
KSKY
LA
ME
MD
MAMI
MN
MS
MO
MT
NE
NV
NH
NJ
NM
NY
NC
ND
OH
OK
OR
PARI
SC
SD
TN
TX
UT
VT
VA
WA
WV
WI
WYSentiment
[−3.000 to −0.833)
[−0.833 to −0.735)
[−0.735 to −0.683)
[−0.683 to −0.616)
[−0.616 to −0.549)
[−0.549 to −0.516)
[−0.516 to −0.282]
NA
Average AFINN score for reviews within each state (FCC)
IowaNorth Carolina
ArkansasKansas
West VirginiaMaine
VermontArizona
WashingtonNew York
FloridaSouth Carolina
IllinoisPennsylvania
MontanaMichigan
TennesseeMinnesota
AlabamaCalifornia
GeorgiaColoradoMissouri
KentuckyDistrict Of Columbia
MississippiTexas
New JerseyOregonIndiana
New HampshireMaryland
MassachusettsDelaware
VirginiaNew Mexico
UtahConnecticut
NevadaLouisiana
OhioRhode Island
−1 0 1Average sentiment score
Stat
e
sentimentnegative
positive
paybad
cancelcharged
wrongrefuse
horriblepoor
complainterrible
mistakeworst
ridiculouserrorlost
leavehatefree
happyhopenicefine
supportresolve
care
−4000 −2000 0Contribution to sentiment
word
sentimentnegative
positive
Words with the highest contribution to sentiment scores (CA)
paycharged
cancelrefuse
badcomplain
wrongridiculous
poordroplack
terribleerror
mistakeunfairagreesavehope
promisefine
resolvedcare
increasesupportresolve
−1500 −1000 −500 0 500Contribution to sentiment
word
sentimentnegative
positive
Words with the highest contribution to sentiment scores (FCC)
without won't
no not
can't don't
−40
−30
−20
−10 0 0 5 10 15
−200
−100 0
100 0
100
0 20 40 60 −50 0 50 100
150
200
250
worrypay
botherhonor
trustrecommend
appreciatelike
wantcare
payworth
likeresolved
recommendtrue
happyhelpwantcare
payborefightstop
wasteagree
acceptallow
likerecommend
supporthonor
help
payblamecancel
awfulpunish
effectivelyfulfill
improverecommend
savethank
guaranteetrust
honorwin
help
problemproblems
warningbetter
solutionsuccess
mattergoodluckhelp
warningpenalty
failinterruption
losingproblems
killinglossluck
resolvesuccess
Sentiment score * number of occurrences
Wor
ds p
rece
ded
by a
neg
atio
n
Negations that contributed the most to sentiment (CA)
without won't
no not
can't don't
−30
−20
−10 0 10 −2 −1 0 1 2
−40
−20 0 20 0 20 40 60 80
0 5 10 15 0 20 40 60
paycomplain
allowappreciate
helphonor
supporttrustlike
carewant
helpfullikefair
trueallowcare
honorhelp
resolvedwant
pay
allow
extend
restore
help
honor
cancel
avoid
leave
pay
honor
help
problemwarning
problemscharges
progressresolvethanks
improvementluck
successmatter
goodhelp
warningfail
penaltylosing
worryingfear
interruptedproblemsrestriction
troubleapprovalresolvingsuccess
Sentiment score * number of occurrences
Wor
ds p
rece
ded
by a
neg
atio
nNegations that contributed the most to sentiment (FCC)