Joys of Comcast

[BadInfluence]

TRISHA: My Issue: Have no phone due to comcast router being out, have an Arris SURFboard model SB6121 Connected. Need to have it allowed so that I can use my internet service please.



user TRISHA has entered room



analyst Joelebert has entered room



Joelebert: Hello TRISHA_, Thank you for contacting Comcast Live Chat Support. My name is Joelebert. Please give me one moment to review your information.



Joelebert: Thank you for choosing Comcast, home of Xfinity. You may just call me Bert for your convenience. I am looking forward to providing you with an EXCELLENT service today!



TRISHA: Thank you, the last person I Talked to didn't help me for crud.



Joelebert: You're very welcome, it's my pleasure to help!



Joelebert: I understand that your concern is you don't have internet connection, Am I correct?



TRISHA: Hopefully we can get this done smooth and easy, I have had a VERY bad day, and I just want this sorted and done so I can get back to normal. Yes and no to the internet connection. I just need comcast to allow me to use my modem that I bought today to hold me over until a technician can repair my other modem that I rent.



TRISHA: I have all the numbers that you need to allow it, so please, let me know which ones you want from the new modem so I can get my internet again



Joelebert: Oh, I really do apologize for the inconvenience this has caused you. I understand the importance of a working and stable Internet connection as I also use the Internet for my work and communicating with my family.



Joelebert: Rest assured that I will be assisting you throughout our conversationuntil we finish on your concern.



Joelebert: Let me go ahead and assist you. Before anything else, for security and integrity of your account, may I have the last four of your SSN.



TRISHA: Yeah, well our tv and phone is hooked up too, and the last person I talked to told me I would just have to suck it up until the 31st of the month.



TRISHA: 5198 is hte SN



Joelebert: Thanks for the info.



Joelebert: Please give me 2-3 minutes to pull up your account first.



Joelebert: While waiting you may also find some helpful information at the Comcast Help and Support forums. Just visit click forums.xfinity.com/ OR call 1-800 xfinity to find answers to your questions it will help you to save your time at the same time you will not wait for the queue to enter on the chat.



TRISHA: (You know, hard to call when my only phone service is through comcast and oh, you know, apparently no one is free to help until the 31st of this month...)



Joelebert: Thanks for the info.



Joelebert: May I know if did you call the activation team when you receive the new modem?



TRISHA: I did not receive a new modem. I bought the Arris SURFboard Model SB6121 to use until the technicians could find out what was wrong with the modem I have been renting from comcast. I can not CALL anyone because my PHONE service is through COMCAST which obviously is Not Working or I would not have had to buy a back up modem.



TRISHA: I just need someone to activate this new modem for internet service.



Joelebert: I really apologize but you need to call the activation team.



TRISHA: I can not call ANYONE because my modem that I rent from comcast is not working. IF it were possible I would, but it is not, so I can't.



TRISHA: What can be done over the phone that can not be done even better over a chat where there is no possibility of the wrong numbers being related??



TRISHA: I mean how is it so difficult to simply allow my modem access to the internet service I have already paid for??



Joelebert: I want to make sure that your issue will be resolved and dealt with expertise. Our department only supports basic troubleshooting issues for your XFINITY High-Speed Internet Service. You need advanced equip with state of the art remote assistance from our Signature Wireless Support Team. You can contact them through this hotline: [phone] or 855-308-9454). I have already noted our interaction in your account so that you don't need to repeat yourself to them.



TRISHA: What part of "I do not have a Phone" is being lost in translation? I do not need advanced equipment to have comcast clear my modem for use.



TRISHA: I simply need someone on the tech end to receive the numbers from my modem and input them into the system as allowed merchandise for service.



Joelebert: I really apologize but you really need to call our activation team.



Joelebert: 1-855-OK-BEGIN (1-855-652-3446)



Joelebert: You can call them to that number.



TRISHA: I. Do. Not. Have. A. Phone.



TRISHA: What in the heck is not coming through here?



TRISHA: So first your equipment craps out on me (which I pay monthly for)



TRISHA: Then I go a full day with no service



Joelebert: If you like I can send technician to your house.



TRISHA: Then I get told that the EARLIEST I Can get service out to my apartment for something of YOUR comany that broke is the 31st?!



TRISHA: I have a comcast technician in my freakin apartment complex. Why in the good gravy do I have to wait until the 31st for someone to basically just come out and replace the GD modem?



Joelebert: Yes if you can't call the activation team you will need to wait the technician to come to your house until 31st of july.



TRISHA: WHY is the wait so bloody long?!



TRISHA: Ok, listen dude, My birthday? Yeah. It's on the 28th. So is my first year anniversary.



TRISHA: So you are going to tell me that I have to wait a WEEK and a HALF for some idiot to come out to my house, play around with my modem and go geee, dur dur dur, you need a new modem let me go out to my van and get one and call it in, durh durh durh



Joelebert: I will try to reschedule this for you if I can.



Joelebert: Thank you for patiently waiting.



TRISHA: Right. Patient. Sure....



Joelebert: I really apologize but you need to wait for the 31st.



TRISHA: Then I expect a HUGE discount on my freakin bill.



Joelebert: I did the possible steps but I can't reschedule your appointment.



TRISHA: I spent a hundred dollars buying replacement equipment to hold me over until a tech came out to fix stuff. My FIRST YEAR anniversary dinner with my husband is now NOT going to happen because of this crap



TRISHA: Thank you, thank you SO much, Gosh you must REALLY feel so GREAT to watch someone get screwed over.



TRISHA: Thank you, for nothing.

[BadInfluence]

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user TRISHA has entered room



analyst Christine has entered room



Christine: Hello TRISHA_, Thank you for contacting Comcast Live Chat Support. My name is Christine. Please give me one moment to review your information.



Christine: My pleasure to have you on this chat! Aim to provide you quality customer service at my fullest effort. Hope to please you!



TRISHA: My Issue: A 70$ fee that is covered by my Comcast insurance needs to be removed fucking NOW as well as scheduled transfer of services



TRISHA: I would LOVE to say Im not pissed, but I'm pissed.



Christine: Hey Trisha!



Christine: Good afternoon!



TRISHA: I pay extra each month for the insurance to cover those visits, and plus, the company made me wait without internet for a WEEK and a HALF!!!



TRISHA: And your going to charge me 70$?!



TRISHA: Fix it.



TRISHA: I know its not your fault specifically Christine, but this is so not freaking cool, not at all.



Christine: Oh, sorry to hear that Trisha.



Christine: Please allow me to assist you with this.



Christine: Can you please give me 1 to 2 minutes to check on this issue?



TRISHA: Yes



Christine: Much appreciated, thank you so much.



Christine: Thank you for patiently waiting.



Christine: Just to make sure we are on the same page, I believe you want to have the A 70$ fee removed from your account, correct?



TRISHA: YEs



Christine: I see, thanks for confirming.



TRISHA: ure



Christine: I would like to set your expectations that you have reached the XFINITY High-speed Internet Department. I will need to transfer you to a team member from our Billing Department who can best remove the $70 since they are the right department. I will be more than happy to connect you to through this chat. Rest assured that you will be assisted immediately. Would that be okay?



TRISHA: Yes but before you do, I need to tansfer services to my new apartment and I want it to be checked out before hand and new wires put in. I will be moving this friday, the 18th, and I need everything to be up running and set up at that date and NO later. I Do not want service cut here until the afternoon of that firday



Christine: I see, as for the transfer of your service to your new apartment, we would need to connect you to the Transitional team. May I know on which concern would you like to fix first?



TRISHA: The transfer first



Christine: Sure.



Christine: Just to set expectation, you will see a message that says I have “left the room”; however, you will still be connected to the next available agent. Please stay online and connected to the chat for the next agent who will assist you as soon as possible.



Christine: I would be happy to get you in touch with the department that can further help you with your inquiry. Thank you for contacting Comcast and have a wonderful day. Please stay connected to the chat while I transfer your chat.



TRISHA: Thank you



Christine: Please wait, while the problem is escalated to another analyst



user TRISHA has entered room



analyst Mohd has entered room



Waiting for response from Christine



TRISHA: My Issue: A 70$ fee that is covered by my Comcast insurance needs to be removed fucking NOW as well as scheduled transfer of services



analyst Christine has left room



Mohd: You have reached Sales Department and I will be assisting you with your concern for today. Please give me 2-3 minutes to review your conversation with the previous representative. This will give me a better understanding of the issue at hand so that we can resolve it in the most efficient way possible. Will that be okay?



TRISHA: Fine.



Mohd: Let me just check if I got your concern correctly. You've mentioned that you want to transfer the service to the new address from the old address, Am I correct ?



TRISHA: Yes, I do need to transfer services on a set date, and not before or after, but on THAT date. I also need the apartment to be properly rewired and endure that everything will work.



Mohd: Can you please provide me New address with zip code to check the serviceability of the address please?



TRISHA: Yes, 1701 Hillcrest Rd, Apt 57, Mobile, AL, 36695



TRISHA: Its the same apartment complex that I live in now, just moving to the other side of the building.



Mohd: Thanks for the info.



TRISHA: Ah-huh



Mohd: I have double checked in my system, and I am still unable to find a match for this address.



Mohd: It could be that the address never had our services and has not been registered with us yet.



Mohd: Was this address recently constructed or renovated?



TRISHA: No I might have the wrong first four numbers. It's right next door to 1663



Mohd: I am submitting a request to verify if Comcast is the service provider for this address.



Mohd: To assist our technician in locating your address, would you please provide the street names for the nearest intersection?



TRISHA: I just looked it up, it is 1701 Hillcrest Rd, apt 57, Mobile Al



Mohd: This request can take up to 3-5 business days if a field technician needs to visit the site, but typically only take about 5 business days.



Mohd: We will contact you once the investigation is complete.



Mohd: May I please have your email address and the best contact number and time to reach you?



TRISHA: [e-mail] , 251-378-5460 phone



Mohd: Thanks for the info.



Mohd: Please allow me a minute.



TRISHA: This means that the service is scheduled for this Friday, the 18th correct?



Mohd: I have not put any disconnection date right now for the transferring of the service once the new address will be registered they will contact you for the same.



Mohd: Please allow me a minute to rasise the ticket for you.



TRISHA: I do not want a DC date until the services are transferred yes. Thank yu.



Mohd: Sure.



Mohd: I have successfully submitted a ticket to verify if Comcast is the service provider for this address.



Mohd: You should receieve a phone call or email within 72 hours informing you of the status of the ticket.



Mohd: Within 24-72 hrs.



TRISHA: Thank you.



Mohd: The ticket # for your reference is #150914-000310 .



Mohd: Do you need any additional assistance required from me?



TRISHA: May I please be transfered to the billing department if thids is completed?



Mohd: Sure I am transferring the chat to the billing team.



Mohd: Please stay connected.



TRISHA: thank you



Mohd: Please wait, while the problem is escalated to another analyst



user TRISHA has entered room



analyst Jose has entered room



Waiting for response from Mohd



Jose: I am here to provide you excellent customer service and I will be more than happy to help you with your issue.



analyst Mohd has left room



Jose: How may I help you today Trisha?



TRISHA: Thank you Jose, are you a spanish speaker??



Jose: oh I am sorry Trisha since I am unable to speak Spanish.



TRISHA: I just need to resolve a 70$ fee that was tacked onto my bill for when the technician came out to my house. I have insurance on my comcast bill to cover such eventualities and I need the 70 dollars removed please.



TRISHA: (Though I don't see why I was charged even without the insurance since it was Comcast's own error for not setting up the proper codes on the modem in the first place. >.>



Jose: Thank you for clarifying. Please hold for a moment while I check on your account details.



TRISHA: Thank you.



Jose: Thank you for waiting.



Jose: Trisha, I have checked on it and confirmed this tech visit fee has been a valid charge.



TRISHA: Ok....



Jose: This has been charge because during the tech visit, it involves inside wiring repair which is already a chargeable tech visit.



TRISHA: How in the heck is it Valad? I have had insurance with you guys for years for that stuff.



TRISHA: Its supposed to cover any visits and repairs, that is what I was told for over three years.



TRISHA: And there was no wire repair?



TRISHA: He just came out and fixed the box, and then took out MY wiring that I had in and put in his own.



Jose: Oh I am sorry Trisha since as I checked on your account details, you currently do not have the service protection plan. When an account has a service protection plan, the charge will be indicated on the bill statement which is currently not showing on your account.



TRISHA: Who the***** took it off?!



TRISHA: I had it last time, the time before that, and the time before that?



TRISHA: I cant exactly take that***** off myself you know



Jose: May I ask when was the last time you have it?



TRISHA: I cant change ANYTHING like that on my end, I have to call one of you guys to do it



TRISHA: Dude, when I Freakin moved IN here two years ago in October and I never once removed it



TRISHA: hell, I have had it since I FIRST joined with you guys in April of 2012



Jose: Oh I can understsand your concern Trisha however as I reviewed your statement since October 2014, your account doesn't have a service protection plan. Service protection plan is normally charge $4.99 which will also be indicated on your bill.



TRISHA: SO you want to explain to me which one of you eejits went and took of a features that I NEVER ASKED to have removed so you can bend me over and sodomize me with a 70$ bill that I am NOT due for?



TRISHA: I NEVER had it taken off!!!



TRISHA: What the*****!



TRISHA: I dont sit here and comb over my bill all the time



Jose: Do you have a copy of your bill that shows your account has a service protection plan fee?



TRISHA: I get it e-done



TRISHA: Like, Its all on line, I dont get the paper bills



TRISHA: In october I got my service plan upped to include the TV and phone and internet



TRISHA: I was not told I was loosing anything, just upgrading



Jose: Oh Trisha on your online statement, this will also be indicated on your charges since service protection plan will also be indicated on the summary of charges online. Trisha, this is the reason we sent out or generate monthly bills to ensure subscriber is aware about the charges in the account and regarding this service protection plan, it has not been remove since on your current account it was not been added since the service was installed.



TRISHA: IF something was being removed, it is the salesmans fault not mine!!



TRISHA: How is this MY fault when I never, ever, ever, EVER asked for it to be removed!!!



TRISHA: I was never even told it wasnt there in the first place, and if I did not have it, why was I NEVER told I didn't have it, ESPECIALLY before I had anyone come out here and do anything??



TRISHA: Listen, Remove the GD fee and put BACK on the insurance NOW.



TRISHA: This is a serious, serious, SERIOUS effing mistake on COMCASTS part, not mine.



TRISHA: And if YOU Cant do it, then by the love of freaking peter pan, you give me to someone who WILL or I will never, ever, EVER go with this company again!



Jose: I am very sorry for this Trisha however regarding waiving the $70 tech visit, we are unable to process this as the tech visit has already been completed however I can add the service protection plan on your account right now to ensure your future tech visit will already be covered by the tech visit.



TRISHA: PUT ME TO SOMEONE WHO CAN DO IT



TRISHA: NOW.



TRISHA: GIve me your manager, and yes, this is all going all over youtube too by the way.



TRISHA: You guys dropped the ball, not me.



TRISHA: You guys failed to alert me that when I changed my services, my protection plan was gone.



Jose: For your request for a manager, I can transfer this chat to my supervisor. Would this be okay with you?



TRISHA: You guys failed to tell me before the tech came out a WEEK AND A HALF LATER that I had no coverage.



TRISHA: Give me to someone who can do something about this because this is BS.



Jose: oh I can understand your concern Trisha however just to set proper expectations that supervisor escalation will not be a guarantee that the charge will be remove however our supervisor will surely look into it since the charge has been a valid fee since the tech visit has an inside wiring repair and your account was also not subscribe to service protection plan since the service is installed on this address.



TRISHA: Dude. I was lied to. Period.



TRISHA: You provided services under false pretense.



TRISHA: Transfer me to someone, and before you send me off to another dumb arse, put the protection plan BACK on my service before I really loose my temper.



Jose: oh Trisha, I sincerely apologize if the service protection plan was not added since this is the reason why we send out bill statement every month and even have the option to access it online.



TRISHA: And just how many people open every single gd drop down in their bill, and how many times can they not even see what the hell they are being charged for because its under some group label that most of us dont understand.



TRISHA: Comcast is well known for its crapy customer service, for being the absolute worst to their customers. I am used to the lot of comcast people just not giving a crap about anyone but the bottom dollar. But this is bull crap



TRISHA: I dont ever look, I have a zillion things on my plate every day that you dont care about, what ever no big deal. I just pay my freaking bill like a good freakin sheep. Im going to be pissed when I see a 70$ fee when I Was never told my protection was removed. I am going to be pissed that hte person who set up the visit NEVER told me I had no insurance on my account when by rights I should have been told about the fee and I was NOT.



Jose: I sincerely apologize for this inconvenienice Trisha.



TRISHA: It is NOT an inconvenience.



TRISHA: This is insulting, I am ticked that I was lied to, that things ere changed without ANYONE telling me a damn thing on my account.



TRISHA: I was not told that someone went int my account and took off a feature I have had for years.



TRISHA: So Jose, send me to your supervisor, or someone who actually CAN do something about this. I am mad, I am hurt at being lied to, and I am seriously upset about my intelligence being questioned because apparently EVERYONE checks every little apsect of their bill EVERY MONTH to check over that the COMAPNY they PAY to PERFORM A SERIVCE is doing their freaking job.



Jose: Sure Trisha.



Jose: For your supervisor request, I can transfer this chat. please hold for a moment.



Jose: Sorry, this is taking a bit longer than usual. I'll be with you in just a few moments!



TRISHA: Right.



Jose: Our supervisor is now reviewing your account details.



TRISHA: Thank you.



TRISHA: Please do understand that I am not mad at YOU as a person, and I hope I have not ruined your day.



Jose: I will now transfer this chat to our supervisor.



TRISHA: Thank you.



Jose: Please wait, while the problem is escalated to another analyst



user TRISHA has entered room



analyst Realyn has entered room



Realyn: Hi, this is Realyn the supervisor on duty , please give me 3 - 5 minutes while I review the conversation with the previous analyst.



Waiting for response from Jose



analyst Jose has left room



TRISHA: Hello.



Realyn: Hi, this is Realyn the supervisor on duty , please give me 3 - 5 minutes while I review the conversation with the previous analyst.



Realyn: Thank you for patiently waiting.



TRISHA: Ah huh



Realyn: Based on the conversation with the previous analyst, I understand that you are disputing the trouble call charged on the account.



TRISHA: I am.



Realyn: I can see here that the previous analyst already verified the account so there is no need to ask for security question.



TRISHA: Exactly.



Realyn: Trisha, I understand how it is important to be charged correctly. I am a customer myself and I want the charges on my bill be exact and accurate.



Realyn: Let me pull up the account so we can start from here.



TRISHA: Look REalyn, I wasn't told my insurance was dropped when I upgraded, if I had know, I would have put it back on. I have always had this with you guys, you can see it for the whole time I have been with you guys.



Realyn: I understand your point, I would feel the same way if I am in your situation, Nothing to worry though, I am going to add the service Protection Plan back on the account.



Realyn: And once added, I will waive the fee for you.



TRISHA: Thank you VERY MUCH.



Realyn: I also checked on the account and the order history , and I am seeing that this is really chargeable. But I will add the SPP back so that the fee will be waived.



Realyn: Please give me a couple of minutes to complete the process.



TRISHA: Thank you.



Realyn: You're very welcome, it's my pleasure to help!



TRISHA: Thank you again. Honestly, I had no idea. Once the charge is removed and the insurance put back on, all is gravy. I Was going to add another box and a recover service to the bill when I saw that monster thing.



Realyn: I recommend you not to remove the Service Protection Plan to ensure that all trouble call charges will be waived.



Realyn: I am still working on here and waiting for my system to load up.



TRISHA: Oh no, keep it on please, NEVER remove the service protection, I never wanted it removed LOL



TRISHA: I had it up for over two years lol, I need that thing.



Realyn: Yes, I understand that. I am still working on here.



TRISHA: I understand, please take your time, so long as the fee is removed and the protection put back up, I will be more than happy



Realyn: Thank you for patiently waiting.



TRISHA: Thank you for helping.



Realyn: I am very glad to say that I have successfully added service Protection Plan at a monthly rate of $4.95 and I am glad I was able to remove the $70.00 Trouble Call fee.



TRISHA: Thank you very much!!!



Realyn: The credit applied on the account will reflect on the next billing statement.



Realyn: It's my pleasure.



TRISHA: I do not understand what that means??



TRISHA: The credit will be reflected??



Realyn: Yes, credits are applied real time on the account however since we can't revise generated bills, the credit will be posted on the next billing statement but you have the option to manually deduct the credit amount when you pay the bill.



TRISHA: Oh.



TRISHA: Ok then.



TRISHA: Thank you.



Realyn: You're welcome.



Realyn: Is there anything else I can help you with today?



TRISHA: SO then I pay the 230 now, and then next month by bill will only be like what? 90$?



Realyn: Yes, that is correct.



Realyn: Or you can pay the $159.05 today.



TRISHA: The only other thing I need is if you can please make sure that I Get someone out at the new address to do all the wiring for me that would be awesome. I am going to need wiring in all the rooms plus the kitchen so I need a lot of help.



TRISHA: I cant pay anything till friday LOL



TRISHA: But it is good to know I can split the bill



TRISHA: That saves me from dropping a LOT of money at once.



Realyn: Oh do you mean you wanted to have someone come out to do the wirings at your service address?



TRISHA: At the new one, and I need someone out at the new apartment by friday at the very latest and then the services to be transferred that friday



Realyn: I see , may I please have your new service address?



Realyn: You have opened a window for Comcast Support and I don't want to miss an opportunity to support you. Are we still connected?



TRISHA: We are yes



TRISHA: I have a ticket active I was told?



TRISHA: but it is 1701 Hillcrest Rd apt 57, Mobile AL



Realyn: Thank you. ILet me check this.



TRISHA: Thank you



Realyn: Thank you for patiently waiting.



TRISHA: I would like all the new wiring and everything done by that Friday and have the services transfered over then.



Realyn: I was able to check the ticket submitted and I can see here that this is still open. I see that this was just submitted earlier today. i would suggest you to wait for our escalations team to call you back to update the status of the case.



TRISHA: Thank you



TRISHA: I appreciate your help