My Comcast Rant....

[PAFirefighter11]

So I've had a barely functioning HD box for a year now. I was finally fed up with it, so I had them send me a new one. New one came last night. I plugged it in and it was showing some message to activate it. I did so via their Live Chat. Everything was okay for the night and I was able to watch the Flyers game in HD. Turned on the TV today and there is the same message from last night. Went into live chat with Comcast once again....


analyst Michael has entered room

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

Rick: My Issue: Installed an HD box last night. Had a message stating: "In order to start cable service for this device please contact your cable provider". Resolved via Live Chat. Now doing it again but shows picture.

MichaelAQNV: I look forward in helping you today. I hope your day is doing well, Rick

Rick: Thank you, Michael.

MichaelAQNV: Rick, I am sorry to know that you are getting message on your TV screen

MichaelAQNV: Are all channels affected?

Rick: I can't open the guide to change channels due to the message popping up, but manually changing it I am seeing it on every channel.

MichaelAQNV: Thank you for clarifying the issue on this chat.

MichaelAQNV: Rick, I can imagine how incovenient this can be for you that you have to contact us to fix your cable problem.

Rick: I can hit Exit and it works fine, but every time I change the channel or hit guide it pops back up.

MichaelAQNV: I apologize for the trouble this has caused you.

MichaelAQNV: Thank you for that additional information

MichaelAQNV: I know that can certainly be frustrating. I will do my best to pin point what the problem is and work on getting this fix for you.

MichaelAQNV: Let us now proceed with your concern.

MichaelAQNV: Please give me a minute or two to pull up the account.

MichaelAQNV: Rick, while pulling the account did you know about our support site which has received a lot of good feedback from our customers for it's user-friendliness and completeness! It can answer almost all of your Comcast cable, digital voice and internet concerns! The site is at https://customer.comcast.com/Public/Home.aspx

MichaelAQNV: And let me share that our goal is to provide you with a consistently superior customer experience – that’s our guarantee. Learn more about the Comcast Customer Guarantee at http://www.comcast.com/corporate/Cus...er%20guarantee

MichaelAQNV: I hope you enjoy these features with us.

Rick: Sure thing, thank you.

MichaelAQNV: Not problem, Rick!

MichaelAQNV: I already pulled up yor account. Thank you for patiently waiting.

MichaelAQNV: Are all your boxes affected?

Rick: No problem, thank you for the help.

MichaelAQNV: Rick, as early as now, let me set your expectation that we need to go through some troubleshooting steps to have this resolve. Don't worry I'll walk you through each step.

MichaelAQNV: And after performing all troubleshooting steps, please expect that all CHANNELS and the GUIDE as well as ON DEMAND will be working within 30-45 minutes

MichaelAQNV: We need to troubleshoot your box and I will need your help, Rick. Would that be fine

Rick: Of course, go ahead.

MichaelAQNV: Please unplug your box from the power outlet and wait for 60 seconds, and plug the box back in.

MichaelAQNV: And while you are at it, can you also take note of the serial number of the cable box? It can be found at the back and it usually starts with M, P, G, T or S

Rick: Sure the cable box # is . Let me go unplug it now, thank you.

MichaelAQNV: thank you

Rick: You're welcome. I've just gone ahead and plugged the box back into the AC outlet.

MichaelAQNV: Thank s

MichaelAQNV: Please turn on the box now and keep the TV off

Rick: The box is now on. TV is now off.

MichaelAQNV: Please turn on the TV now and check id you are still getting the message

Rick: I am still showing the message on the screen, yes.

MichaelAQNV: The nest thing that we need to do it to set a service call.

MichaelAQNV: While getting schedule, may I please have the best number to call you? Technician will be calling before they come to confirm service call. Please answer their call to avoid cancelation of appointment.

Rick: Not sure what a service call would do? I work and have school 7 days a week and really have no free time unfortunately. I wasn't having this issue with my last HD box, so I'm fairly certain it's related directly to this box?

MichaelAQNV: Service call is sending a technician out.

MichaelAQNV: Alright

MichaelAQNV: We will do is to send signal to the box. I will now send signal to your box and please bear with me for a minute.

MichaelAQNV: Just to set your expectation, normally it takes 30-45 minutes for your box to complete the download.

Rick: Okay, thank you very much.

MichaelAQNV: My pleasure, Rick

MichaelAQNV: I have successfully sent a refreshing signal to your box and confirmed that your cable box is now starting to download updated content from our end.

MichaelAQNV: This process takes approximately 30 - 45 minutes to complete.

MichaelAQNV: After 45 minutes, everything should be working fine again.

MichaelAQNV: We have created a ticket on this issue. The ticket:

Rick: Thank you very much, Michael. I'll chat back in 60 minutes if things have not improved.

MichaelAQNV: Thank you for helping me do the resolution on this chat, Rick

MichaelAQNV: All you need to do now is to wait

MichaelAQNV: Before we finish up I'd like to just take a minute to review what we have done for you today.

MichaelAQNV: We troubleshoot your box and I sent signal to refresh your box. We also set expectation that the signal will takes effect 30-45 minutes from the time it was sent. We also offer a service call but you refused Rerefence is

MichaelAQNV: It has been a pleasure assisting you today, Rick.

MichaelAQNV: Any other issues you want me to help you with? I will be more than willing to assist you further.

Rick: Nope, thank you very much. Hopefully the update resolves the issue. I appreciate the help.

MichaelAQNV: I will resolve the issue, Rick. Just wait

MichaelAQNV: Thank you for contacting Comcast! We appreciate your business and value you as a customer! If you need assistance in the future, please do not hesitate to contact us through Live Chat or E-Mail (available 24 hours a day, 7 days a week). Comcast also offers great FAQ and Help forums located at www.Comcast.net to help you solve many issues on your own. You can also reach us through our Hotline 1-800-9346489 or 1-800-XFINITY.

MichaelAQNV: Enjoy your weekend!

MichaelAQNV: Have a great one! Goodbye!

The chat session has been closed

MichaelAQNV: Analyst has closed chat and left the room

[bmatyeah]

I HATE live chat

[FocusDude]

F Comcast. I refuse to use any of their ****. Which sucks cause I kinda like to watch the sixers. But F you Comcast.

I use Direectv and Clear internet. The cable service is more reliable the Comcast ever was. Clear is well, F COMCAST!

[PAFirefighter11]

Originally Posted by bmatyeah

I HATE live chat

I run a live chat service myself. I personally love it. Documents everything said which is good for both the customer and the LP rep. Plus, I hate talking on the phone, so this is my lazy way out!

[OMGz Turbo]

**** live chat. Talk to a HUMAN on the phone, then they cant give you the run around on a keyboard

[boostedfury]

So was it at least corrected lol?

[jpalamar]

DirectTV sucks too. Our DVR randomly lags and the guide can't keep up LOL

[boostedfury]

Jason pm me.

[igo4bmx]

i've never had issues with our comcast service. I love it

[Diablo2424]

I HATE HATE HATE Comcrap with a passion, I've dealt with them in North NJ, here in Red Bank, and down in Brick. Everytime I move somewhere, I always end up getting stuck somewhere that FiOS isn't available.. every time, it's like Crapcast is going to haunt me till I die... :-(

[FocusDude]

Originally Posted by jpalamar

DirectTV sucks too. Our DVR randomly lags and the guide can't keep up LOL

I aint gots that there fancy DVR. Never had a problem-

[PAFirefighter11]

The guy I spoke with in that chat did not resolve the issue. I came back into chat 2 hours later and talked to "Kim S". She sent a signal which blacked out my cable. Then sent another one which turned it back on without the message. So it worked great at that point last night. We'll see where I am when I get home today, but that won't be 'til late tonight...

[oneday]

I'm not a huge fan of ranting/complaining via social media, but the company I work for had a problem with Comcast when our business moved and social media solved our issues: A month before we were to move in I contacted Comcast about moving our account to the new address and they said it would take three months to get us internet even though the rest of the office complex already had Comcast. After a week of back and forth over the phone I posted something on Twitter, tagging @ComcastCares and @ComcastBill, about being frustrated with the lead time...in 20 minutes I had a call from Comcast corporate talking to me about the problem...and a week later the internet was hooked up.

[mcperson2k]

I have Verizon now, but I think Comcast has the best customer service out of all the providers. Between Verizon and Comcast, Verizon definitely has the better product, but Comcast's customer service is fantastic. Although my Verizon never has any problems so I never have to contact them anyway. I have used the live chat a few times, calling is 10x faster IMO as far as the problem getting fixed.

And you know there is a comcast HQ right in Exton right? You could have just taken your bad box there, and swapped it for a new one, instead of waiting a week for it to arrive.