First let me say that this is an actual copy of the conversation. I redacted any account or personal info and replaced them with x’s . I also changed the name to John to protect the innocent. “Me”
Anything in red italics is a comment added for clarification or commentary and was NOT part of the original conversation. Anything in Burnt Orange is just so that you notice how absurd it was.
The Moral to the story is at the end.
So here begins the conversation. I won’t even preface it because it will be made clear in the due course of the conversation.
I would like to add that I was number 45 in the cue to be talked to. That took
around 45 minutes.
*******************************************************************************************
user
John_ has entered room
John(Wed Sep 01 2010 23:09:42
GMT-0400 (Eastern Daylight Time))>
Cable
out. Reference code: S0a00
analyst
Ramon has entered room
Ramon(Wed Sep 01 2010 23:35:06
GMT-0400 (Eastern Daylight Time))>
Hello
John_, Thank you for contacting Comcast Live Chat Support. My name is Ramon.
Please give me one moment to review your information.
Ramon(Wed Sep 01 2010 23:35:09
GMT-0400 (Eastern Daylight Time))>
I
appreciate your time in contacting us. Hi. How are you?
John_(Wed Sep 01 2010 23:35:10
GMT-0400 (Eastern Daylight Time))>
Account
XXXX XXXXXX XX, John Xxxx, last 4 = XXXX
Ramon(Wed Sep 01 2010 23:35:35
GMT-0400 (Eastern Daylight Time))>
I
see here that you have a concern or problem with your cable box, I understand
the trouble that this has caused you and I want you to know how sorry I am for
the inconvenience.
Ramon(Wed Sep 01 2010 23:35:38
GMT-0400 (Eastern Daylight Time))>
As
your service representative tonight, I want you to know that your satisfaction
is of my topmost priority and I assure you that we can resolve this issue
together on this chat, John.
Ramon(Wed Sep 01 2010 23:35:51
GMT-0400 (Eastern Daylight Time))>
Hopw
long has this issue been going on, John?
John_(Wed Sep 01 2010 23:35:59
GMT-0400 (Eastern Daylight Time))>
I
was 45 in the cue and not receiving what I pay dearly for, how do you think I
am?
John_(Wed Sep 01 2010 23:36:31
GMT-0400 (Eastern Daylight Time))>
Seems
like forever at this point. a few hours
John_(Wed Sep 01 2010 23:37:00
GMT-0400 (Eastern Daylight Time))>
Net
was out earlier Noon to 8 PM now this.
John_(Wed Sep 01 2010 23:37:15
GMT-0400 (Eastern Daylight Time))>
Comcast
is on the way out as soon as FIOS comes in.
Ramon(Wed Sep 01 2010 23:37:16
GMT-0400 (Eastern Daylight Time))>
I
am sorry to hear that, John.
John_(Wed Sep 01 2010 23:37:56
GMT-0400 (Eastern Daylight Time))>
Why
is my cable not working?
Ramon(Wed Sep 01 2010 23:38:10
GMT-0400 (Eastern Daylight Time))>
I
respect your decision, John.
Ramon(Wed Sep 01 2010 23:38:24
GMT-0400 (Eastern Daylight Time))>
Error
s0a00 is an error on the system of the box.
Ramon(Wed Sep 01 2010 23:38:49
GMT-0400 (Eastern Daylight Time))>
What
we need to do is to refresh its system by unplugging the power cable of the box
from the power outlet for about 2 minutes.
John_(Wed Sep 01 2010 23:38:53
GMT-0400 (Eastern Daylight Time))>
The
box has been cold booted twice. We have two boxes and both have the same
results
John_(Wed Sep 01 2010 23:39:32
GMT-0400 (Eastern Daylight Time))>
did
it twice. Why should it work now?
Ramon(Wed Sep 01 2010 23:40:44
GMT-0400 (Eastern Daylight Time))>
I
see, John. Did you have your account disconnected, John?
John_(Wed Sep 01 2010 23:40:53
GMT-0400 (Eastern Daylight Time))>
no
John_(Wed Sep 01 2010 23:41:47
GMT-0400 (Eastern Daylight Time))>
I
still have Internet too. It “FINALLY” came back up after being down for 8 hours.
Have I mentioned how much I am growing to dislike comcast?
Ramon(Wed Sep 01 2010 23:42:23
GMT-0400 (Eastern Daylight Time))>
What
I can see here on your account is that there is a disconnection order which was
done last August 25, 2010.
Ramon(Wed Sep 01 2010 23:42:49
GMT-0400 (Eastern Daylight Time))>
that
is what I would like to confirm to your if your have had ordered to disconnect
your service.
Ramon(Wed Sep 01 2010 23:43:11
GMT-0400 (Eastern Daylight Time))>
The
interruptions of both of your services are related to this disconnection order
that is on your account now.
John_(Wed Sep 01 2010 23:43:16
GMT-0400 (Eastern Daylight Time))>
It
was PAID
Ramon(Wed Sep 01 2010 23:43:23
GMT-0400 (Eastern Daylight Time))>
This
is effective today Spetmeber 1, 2010.
John_(Wed Sep 01 2010 23:43:49
GMT-0400 (Eastern Daylight Time))>
What
is effective today? A disconnect?
Ramon(Wed Sep 01 2010 23:44:04
GMT-0400 (Eastern Daylight Time))>
The
disconnection, John, is not due to non pay but it was stated here that you are
transferring.
John_(Wed Sep 01 2010 23:45:50
GMT-0400 (Eastern Daylight Time))>
Not
until either the tenth or twelfth month of Sept. We are supposed to overlap
service.
Ramon(Wed Sep 01 2010 23:46:10
GMT-0400 (Eastern Daylight Time))>
I
see, John.
John_(Wed Sep 01 2010 23:47:02
GMT-0400 (Eastern Daylight Time))>
Why
not wait until there is a hurricane off our coast to screw up? Oh wait yall
did!
Ramon(Wed Sep 01 2010 23:47:01
GMT-0400 (Eastern Daylight Time))>
We
should have been more specific on the date that you wanted your service to be
disconnected. I can see here that this is effective today, September 1, 2010.
But, the order is still pending for completion.
John_(Wed Sep 01 2010 23:47:13
GMT-0400 (Eastern Daylight Time))>
We
WERE
John_(Wed Sep 01 2010 23:47:20
GMT-0400 (Eastern Daylight Time))>
That
is why we called
Ramon(Wed Sep 01 2010 23:47:48
GMT-0400 (Eastern Daylight Time))>
We
can still have this one corrected. But, we need to ask help from our local
office for this one as it is the due date today.
John_(Wed Sep 01 2010 23:47:55
GMT-0400 (Eastern Daylight Time))>
So
I suggest you all fire it back up until the specified time
John_(Wed Sep 01 2010 23:48:18
GMT-0400 (Eastern Daylight Time))>
And
your point?
Ramon(Wed Sep 01 2010 23:48:27
GMT-0400 (Eastern Daylight Time))>
That
is the best resolution for this issue, John.
John_(Wed Sep 01 2010 23:48:37
GMT-0400 (Eastern Daylight Time))>
Let
me guess, you want us to pay an entire month right?
John_(Wed Sep 01 2010 23:49:00
GMT-0400 (Eastern Daylight Time))>
Even
though we are transferring service?
Ramon(Wed Sep 01 2010 23:49:01
GMT-0400 (Eastern Daylight Time))>
Our
local office can extend the disconnection pending status of your account so that
you can have your service.
John_(Wed Sep 01 2010 23:49:07
GMT-0400 (Eastern Daylight Time))>
The billing is the
same
John_(Wed Sep 01 2010 23:49:36
GMT-0400 (Eastern Daylight Time))>
So
do it. But I better not get a reconnect fee.
Ramon(Wed Sep 01 2010 23:49:48
GMT-0400 (Eastern Daylight Time))>
As
I have mentioned, John, this disconnection on your account is not related to
your bill but this is related to the transfer reason that was entered on your
account.
John_(Wed Sep 01 2010 23:49:51
GMT-0400 (Eastern Daylight Time))>
This
was ALL arranged!
John_(Wed Sep 01 2010 23:50:15
GMT-0400 (Eastern Daylight Time))>
Have
I mentioned how much I am beginning to DETEST comcast?
Ramon(Wed Sep 01 2010 23:50:16
GMT-0400 (Eastern Daylight Time))>
John,
your account is in good standing in terms of your bill.
Ramon(Wed Sep 01 2010 23:50:58
GMT-0400 (Eastern Daylight Time))>
I
am so sorry to hear that, John.
John_(Wed Sep 01 2010 23:51:19
GMT-0400 (Eastern Daylight Time))>
So
get it turned back on so we can see if we are about to be slammed by this
hurricane.
Ramon(Wed Sep 01 2010 23:51:20
GMT-0400 (Eastern Daylight Time))>
You
need not to pay anything as you are up to date with your
bill.
John_(Wed Sep 01 2010 23:52:07
GMT-0400 (Eastern Daylight Time))>
Did
I mention we are 30 miles off the coast?
Ramon(Wed Sep 01 2010 23:52:12
GMT-0400 (Eastern Daylight Time))>
What
we just need to do is to have this pending disconnection order on your account,
with a reason of transfer, be removed out of your account or be extended if
you are really
transferring.
John_(Wed Sep 01 2010 23:53:07
GMT-0400 (Eastern Daylight Time))>
We
are moving as we have stated. but there is an overlap of a week from this friday
that was scheduled
John_(Wed Sep 01 2010 23:54:14
GMT-0400 (Eastern Daylight Time))>
The
cable is supposed to be “ON” in the new place this Friday. This service on
Xxxxxxx avenue should continue until one week from Friday as stated the LAST
time I talked to Comcast.
Ramon(Wed Sep 01 2010 23:54:15
GMT-0400 (Eastern Daylight Time))>
I
see, John.
Ramon(Wed Sep 01 2010 23:56:28
GMT-0400 (Eastern Daylight Time))>
I
see, John. This is what we can do now. I hope we can still have the boxes up and
running tonight. I am going to send signal hits to the boxes there on your end
so that we can refresh their systems.
John_(Wed Sep 01 2010 23:56:33
GMT-0400 (Eastern Daylight Time))>
Sooo
are you at lunch now or are we doing something?
John_(Wed Sep 01 2010 23:56:55
GMT-0400 (Eastern Daylight Time))>
Thank
you.
Ramon(Wed Sep 01 2010 23:57:32
GMT-0400 (Eastern Daylight Time))>
Just
a heads up though, we might still get the same error s0a00 as we have a pending
disconnection order on your account which is effective
tonight.
John_(Wed Sep 01 2010 23:58:05
GMT-0400 (Eastern Daylight Time))>
And
how will we know?
Ramon(Wed Sep 01 2010 23:58:58
GMT-0400 (Eastern Daylight Time))>
The
error s0a00 will not appear after the boxes will receive the signal hits,
John.
John_(Wed Sep 01 2010 23:59:06
GMT-0400 (Eastern Daylight Time))>
In
red letters it says to contact you
John_(Wed Sep 01 2010 23:59:29
GMT-0400 (Eastern Daylight Time))>
Gives
cable card number et al
Ramon(Thu Sep 02 2010 00:00:34
GMT-0400 (Eastern Daylight Time))>
Please
unplug the power cable of the boxes now, John.
Ramon(Thu Sep 02 2010 00:00:42
GMT-0400 (Eastern Daylight Time))>
After
2 minutes, please plug it back in.
Ramon(Thu Sep 02 2010 00:00:59
GMT-0400 (Eastern Daylight Time))>
Then,
we are going to check if the s0a00 error is no longer
appearing.
John_(Thu Sep 02 2010 00:03:08
GMT-0400 (Eastern Daylight Time))>
same
S0a00 error
Ramon(Thu Sep 02 2010 00:03:36
GMT-0400 (Eastern Daylight Time))>
I
am sorry for to hear that.
John_(Thu Sep 02 2010 00:03:43
GMT-0400 (Eastern Daylight Time))>
Ya
so are we
Ramon(Thu Sep 02 2010 00:03:44
GMT-0400 (Eastern Daylight Time))>
This
is what we are going to do next.
Ramon(Thu Sep 02 2010 00:03:59
GMT-0400 (Eastern Daylight Time))>
I
am going to send another batch of signal hits to the
boxes.
Ramon(Thu Sep 02 2010 00:04:59
GMT-0400 (Eastern Daylight Time))>
The
effect of the signal hits on the boxes will take 45 minutes especially on the
channels appearing on your end. I can send this one on those boxes there on your
end just to exhaust all means of reviving their system.
Ramon(Thu Sep 02 2010 00:05:15
GMT-0400 (Eastern Daylight Time))>
These
signal hits will not erase any recordings stored on your cable
boxes.
Ramon(Thu Sep 02 2010 00:05:41
GMT-0400 (Eastern Daylight Time))>
Please
give me 2 minutes to send these signal hits to the boxes.
John_(Thu Sep 02 2010 00:05:49
GMT-0400 (Eastern Daylight Time))>
So
we wait online for 45 minutes?
Ramon(Thu Sep 02 2010 00:06:10
GMT-0400 (Eastern Daylight Time))>
No,
John.
Ramon(Thu Sep 02 2010 00:07:42
GMT-0400 (Eastern Daylight Time))>
I
am going to leave notes on your account on this issue specifically on the error
s0a00 and the pending disconnection on your account. The error has big
possibility linked to the pending disconnection on your account.
Ramon(Thu Sep 02 2010 00:07:54
GMT-0400 (Eastern Daylight Time))>
Please
give me 2 minutes to send the signal hits.
John_(Thu Sep 02 2010 00:08:56
GMT-0400 (Eastern Daylight Time))>
gladly
take 3 if it will help
Ramon(Thu Sep 02 2010 00:10:26
GMT-0400 (Eastern Daylight Time))>
Thank
you for patiently waiting, John.
Ramon(Thu Sep 02 2010 00:10:33
GMT-0400 (Eastern Daylight Time))>
I
have sent the signal hits to the boxes.
Ramon(Thu Sep 02 2010 00:10:41
GMT-0400 (Eastern Daylight Time))>
Do
those boxes have power buttons?
John_(Thu Sep 02 2010 00:10:57
GMT-0400 (Eastern Daylight Time))>
yes
Ramon(Thu Sep 02 2010 00:11:07
GMT-0400 (Eastern Daylight Time))>
Okay.
John_(Thu Sep 02 2010 00:11:13
GMT-0400 (Eastern Daylight Time))>
you
want soft or hard?
Ramon(Thu Sep 02 2010 00:11:24
GMT-0400 (Eastern Daylight Time))>
I
need you to press those power buttons for 1 minute.
Ramon(Thu Sep 02 2010 00:11:57
GMT-0400 (Eastern Daylight Time))>
Hard
press please.
John_(Thu Sep 02 2010 00:14:54
GMT-0400 (Eastern Daylight Time))>
No
difference. By hard or soft I meant unplug or power down via button. Your warm
boot produced nothing.
John_(Thu Sep 02 2010 00:15:24
GMT-0400 (Eastern Daylight Time))>
And
we held the button in for 60 seconds
Ramon(Thu Sep 02 2010 00:15:55
GMT-0400 (Eastern Daylight Time))>
I
see, John.
Ramon(Thu Sep 02 2010 00:16:04
GMT-0400 (Eastern Daylight Time))>
My
sincerest apologies for this inconvenience.
Ramon(Thu Sep 02 2010 00:16:21
GMT-0400 (Eastern Daylight Time))>
We
can still get local channels if we directly plug the TV to the outlet,
John.
Ramon(Thu Sep 02 2010 00:16:46
GMT-0400 (Eastern Daylight Time))>
Can
you please do that one for me so that we can check if cable service is still
active as well?
John_(Thu Sep 02 2010 00:17:02
GMT-0400 (Eastern Daylight Time))>
We
do not. My son just tried it.
Ramon(Thu Sep 02 2010 00:18:13
GMT-0400 (Eastern Daylight Time))>
It
only means to say that the cable service is already inactive, John.
Ramon(Thu Sep 02 2010 00:18:36
GMT-0400 (Eastern Daylight Time))>
For
us to have this service be activated again until Friday, we need to call our
local office for this matter.
John_(Thu Sep 02 2010 00:18:44
GMT-0400 (Eastern Daylight Time))>
I
still have internet so it is not completely down and if it is then get it back
up please.
John_(Thu Sep 02 2010 00:18:54
GMT-0400 (Eastern Daylight Time))>
Immediately
if not sooner.
Ramon(Thu Sep 02 2010 00:18:57
GMT-0400 (Eastern Daylight Time))>
You
are correct, John.
Ramon(Thu Sep 02 2010 00:19:13
GMT-0400 (Eastern Daylight Time))>
The
internet service will always be the last to be
disconnected.
John_(Thu Sep 02 2010 00:19:24
GMT-0400 (Eastern Daylight Time))>
Grrrrrrrrrrrrrr
We did that and THIS IS WHAT WE GOT! [Called the local
service.]
Ramon(Thu
Sep 02 2010 00:19:53 GMT-0400 (Eastern Daylight Time))>
The
first service that will get disconnected is the cable service, followed by the
internet service and then, the phone service. [WTF ? Didn’t he
just say that the internet is the last to be disconnected?]
Ramon(Thu Sep 02 2010 00:20:17
GMT-0400 (Eastern Daylight Time))>
We
can still have you cable service activated until Friday,
John.
John_(Thu Sep 02 2010 00:20:23
GMT-0400 (Eastern Daylight Time))>
We
arranged for service swap and they/YOU did it early. We have a freaking
hurricane off our coast and THIS is not acceptable.
Ramon(Thu Sep 02 2010 00:20:40
GMT-0400 (Eastern Daylight Time))>
As
per your request, I can make a document here on my end to extend your cable
service until Friday.
John_(Thu Sep 02 2010 00:20:49
GMT-0400 (Eastern Daylight Time))>
And
it is supposed to continue until A WEEK FROM FRIDAY!
John_(Thu Sep 02 2010 00:21:38
GMT-0400 (Eastern Daylight Time))>
Are
you all morons there? Get a supervisor or someone who can make a freaking phone
call and get it fixed!
John_(Thu Sep 02 2010 00:22:00
GMT-0400 (Eastern Daylight Time))>
This
is outrageous and COMPLETELY unacceptable.
Ramon(Thu Sep 02 2010 00:23:51
GMT-0400 (Eastern Daylight Time))>
I
am very sorry for this inconvenience, John. My supervisor will just tell you the
same thing. Your cable service has been interrupted due to the pending
disconnection of your service which can only be extended by our local office.
John_(Thu Sep 02 2010 00:24:38
GMT-0400 (Eastern Daylight Time))>
And
for your records, This one should continue until the TENTH, that is one week
from this FRIDAY which for some god forsaken reason we agreed to have your
service again.
John_(Thu Sep 02 2010 00:25:49
GMT-0400 (Eastern Daylight Time))>
So
call your local office and have the idiot button pusher who turned it off turn
it back on. You have their number, we don’t. THIS IS COMCAST’S ERROR NOT
MINE.
John_(Thu Sep 02 2010 00:26:45
GMT-0400 (Eastern Daylight Time))>
Fine
then let your supervisor tell me. I want it from their
lips.
Ramon(Thu Sep 02 2010 00:27:37
GMT-0400 (Eastern Daylight Time))>
I
can give you the local office number as well so that you can give them a call or
you can as well call 1-800-266-2278, John.
John_(Thu Sep 02 2010 00:27:44
GMT-0400 (Eastern Daylight Time))>
THERE
IS A FREAKING HURRICANE OFF OUR COAST! HOW WILL WE KNOW WHAT IT IS DOING? WE ARE
“JUST” 30 MILES INLAND IN VIRGINIA.
Ramon(Thu Sep 02 2010 00:28:06
GMT-0400 (Eastern Daylight Time))>
As
for my supervisor, please stay online while I am going to escalate this issue to
him.
John_(Thu Sep 02 2010 00:28:18
GMT-0400 (Eastern Daylight Time))>
THANK
YOU
Ramon(Thu Sep 02 2010 00:31:38
GMT-0400 (Eastern Daylight Time))>
You
are most welcome and thank you for patiently waiting, John.
Ramon(Thu Sep 02 2010 00:31:49
GMT-0400 (Eastern Daylight Time))>
I
have talked to my immediate supervisor on this issue.
Ramon(Thu Sep 02 2010 00:31:57
GMT-0400 (Eastern Daylight Time))>
Please give me 2 minutes to escalate this
one.
John_(Thu Sep 02 2010 00:32:08
GMT-0400 (Eastern Daylight Time))>
Forgive
me, I know this is not your fault. But this is not a casual
time.
Ramon(Thu Sep 02 2010 00:32:29
GMT-0400 (Eastern Daylight Time))>
I
understand, John.
Ramon(Thu Sep 02 2010 00:32:43
GMT-0400 (Eastern Daylight Time))>
I
understand that this issue could be so frustrating on your
end.
John_(Thu Sep 02 2010 00:32:52
GMT-0400 (Eastern Daylight Time))>
Having
arranged for the service to overlap was intentional. This places my family and
property at risk.
John_(Thu Sep 02 2010 00:33:49
GMT-0400 (Eastern Daylight Time))>
And
THAT is what I find unacceptable.
Ramon(Thu Sep 02 2010 00:38:19
GMT-0400 (Eastern Daylight Time))>
Thank
you for patiently waiting, John.
John_(Thu Sep 02 2010 00:38:24
GMT-0400 (Eastern Daylight Time))>
yes
Ramon(Thu Sep 02 2010 00:40:12
GMT-0400 (Eastern Daylight Time))>
My
immediate supervisor told me another resolution for this issue. We can cancel
the pending disconnection on your account so that we can have your cable service
back. The cancellation of the disconnection of your service will delay as well
the transfer of your service on your new area where you will be transferring.
Ramon(Thu Sep 02 2010 00:40:38
GMT-0400 (Eastern Daylight Time))>
Will
that be fine?
John_(Thu Sep 02 2010 00:41:06
GMT-0400 (Eastern Daylight Time))>
Yes
Ramon(Thu Sep 02 2010 00:41:26
GMT-0400 (Eastern Daylight Time))>
Once
we have cancelled the disconnection of the pending disconnection, your cable
service should be back 2 -3 hours after.
John_(Thu Sep 02 2010 00:41:29
GMT-0400 (Eastern Daylight Time))>
But
I will still want an overlap of service.
Ramon(Thu Sep 02 2010 00:41:50
GMT-0400 (Eastern Daylight Time))>
We
can still do that one as well, John.
John_(Thu Sep 02 2010 00:42:20
GMT-0400 (Eastern Daylight Time))>
Then
do it.
Ramon(Thu Sep 02 2010 00:42:39
GMT-0400 (Eastern Daylight Time))>
Let
me just make proper documentation here on my end so that we can properly resolve
this issue tonight.
Ramon(Thu Sep 02 2010 00:42:50
GMT-0400 (Eastern Daylight Time))>
Please
give me 2 minutes.
John_(Thu Sep 02 2010 00:43:04
GMT-0400 (Eastern Daylight Time))>
Fine
and thank you.
Ramon(Thu Sep 02 2010 00:44:57
GMT-0400 (Eastern Daylight Time))>
Thank
you for patiently waiting, John.
Ramon(Thu Sep 02 2010 00:45:10
GMT-0400 (Eastern Daylight Time))>
I
am able to make the document here on my end.
Ramon(Thu Sep 02 2010 00:45:36
GMT-0400 (Eastern Daylight Time))>
Before
I am going to hand you over to our mover’s edge, do you have any other concerns
that I can be of great help?
John_(Thu Sep 02 2010 00:46:43
GMT-0400 (Eastern Daylight Time))>
Yes
you can tell me what handing me over to “mover’s edge”
means.
John_(Thu Sep 02 2010 00:47:04
GMT-0400 (Eastern Daylight Time))>
I
thought you could handle it all here
John_(Thu Sep 02 2010 00:47:18
GMT-0400 (Eastern Daylight Time))>
Now
you are telling me I have to do this all over again?
Ramon(Thu Sep 02 2010 00:47:20
GMT-0400 (Eastern Daylight Time))>
Mover’s
edge department is the name of the department which handles transfer of service,
John.
Ramon(Thu Sep 02 2010 00:47:30
GMT-0400 (Eastern Daylight Time))>
No,
John.
Ramon(Thu Sep 02 2010 00:47:52
GMT-0400 (Eastern Daylight Time))>
I
have made a document here that will explain the issue that we have
now.
Ramon(Thu Sep 02 2010 00:48:01
GMT-0400 (Eastern Daylight Time))>
You
need not to explain again.
John_(Thu Sep 02 2010 00:48:29
GMT-0400 (Eastern Daylight Time))>
So
are they turning it back on or have you done that by canceling our change order?
And if so when can we expect to see an image on our
screens?
Ramon(Thu Sep 02 2010 00:49:00
GMT-0400 (Eastern Daylight Time))>
Cancelling
the disconnection order on your account will let you have your cable service
back, John.
John_(Thu Sep 02 2010 00:49:34
GMT-0400 (Eastern Daylight Time))>
By
when and did you do it or do I need to do it with the mover’s
edge?
Ramon(Thu Sep 02 2010 00:49:36
GMT-0400 (Eastern Daylight Time))>
Your
cable service should be back 2-3 hours after, John. You just need to power cycle
the boxes after we have cancelled the disconnection.
John_(Thu Sep 02 2010 00:50:07
GMT-0400 (Eastern Daylight Time))>
2-3
hours after what exactly?
Ramon(Thu Sep 02 2010 00:50:13
GMT-0400 (Eastern Daylight Time))>
We
still need the mover’s edge for this one as that is the department tasked to
cancel transferred services.
Ramon(Thu Sep 02 2010 00:50:40
GMT-0400 (Eastern Daylight Time))>
Two
to 3 hours after we have cancelled the disconnection order,
John.
John_(Thu Sep 02 2010 00:51:20
GMT-0400 (Eastern Daylight Time))>
That
is what I needed to know. So you are passing the buck to them. I got it.
John_(Thu Sep 02 2010 00:51:27
GMT-0400 (Eastern Daylight Time))>
Send
me too them.
Ramon(Thu Sep 02 2010 00:51:51
GMT-0400 (Eastern Daylight Time))>
Yes,
John. No worries as I will be leaving notes on your account on this
issue.
Ramon(Thu Sep 02 2010 00:52:04
GMT-0400 (Eastern Daylight Time))>
Please
stay online while I connect you to our Mover’s edge.
Ramon(Thu Sep 02 2010 00:52:12
GMT-0400 (Eastern Daylight Time))>
Have
a safe night, John.
John_(Thu Sep 02 2010 00:52:18
GMT-0400 (Eastern Daylight Time))>
I
am going no place
John_(Thu Sep 02 2010 00:52:23
GMT-0400 (Eastern Daylight Time))>
Thank
you.
John_(Thu Sep 02 2010 00:52:28
GMT-0400 (Eastern Daylight Time))>
you
too
Ramon(Thu Sep 02 2010 00:55:18
GMT-0400 (Eastern Daylight Time))>
Please
wait, while the problem is escalated to another analyst
analyst
Mark Anthony has entered room
analyst
Ramon has left room
Mark
Anthony(Thu
Sep 02 2010 00:55:57 GMT-0400 (Eastern Daylight Time))>
Welcome
to Comcast Movers Edge! It’s great to hear from you. How can I assist you
today?
John_(Thu Sep 02 2010 00:56:32
GMT-0400 (Eastern Daylight Time))>
We
had scheduled to overlap service and they cut this one off ahead of
schedule
John_(Thu Sep 02 2010 00:57:00
GMT-0400 (Eastern Daylight Time))>
So
we need to cancel the disconnect and reschedule
Mark
Anthony(Thu
Sep 02 2010 00:57:38 GMT-0400 (Eastern Daylight Time))>
May
I please have your Comcast account number, John.
John_(Thu Sep 02 2010 00:58:05
GMT-0400 (Eastern Daylight Time))>
Grrrrrrrrr
certainly Account xxxx xxxxxx xx
John_(Thu Sep 02 2010 00:58:21
GMT-0400 (Eastern Daylight Time))>
John
Xxxx XXXX
John_(Thu Sep 02 2010 00:58:29
GMT-0400 (Eastern Daylight Time))>
XXX
XXXXXXX XXX
[address
added]
John_(Thu Sep 02 2010 00:58:39
GMT-0400 (Eastern Daylight Time))>
XXXXXXX
VA grrrrrrrrrrr 23005
John_(Thu Sep 02 2010 00:59:30
GMT-0400 (Eastern Daylight Time))>
Moving
tooo: grrrrrrr xxxxx Xxxxxx Ln,
XXXX Xxxxx, VA xxxxx
John_(Thu Sep 02 2010 01:00:06
GMT-0400 (Eastern Daylight Time))>
Service
ON there, with a capital “O” for ON this Friday,
Mark
Anthony(Thu
Sep 02 2010 01:00:05 GMT-0400 (Eastern Daylight Time))>
Thank
you for the information.
Mark
Anthony(Thu
Sep 02 2010 01:00:31 GMT-0400 (Eastern Daylight Time))>
Let
me go ahead and pull up your account.
John_(Thu Sep 02 2010 01:01:00
GMT-0400 (Eastern Daylight Time))>
Service
OFF as in no longer working at XXX XXXXXXX XXX, XXXXXXX VA 23005 as of the 10th
of Sept. 2010 if we’re lucky THIS time.
Mark
Anthony(Thu
Sep 02 2010 01:01:28 GMT-0400 (Eastern Daylight Time))>
Alright.
John_(Thu Sep 02 2010 01:01:37
GMT-0400 (Eastern Daylight Time))>
no
so far
Mark
Anthony(Thu
Sep 02 2010 01:01:53 GMT-0400 (Eastern Daylight Time))>
Just
to confirm, you are requesting for transfer of your service,
right?
John_(Thu Sep 02 2010 01:02:36
GMT-0400 (Eastern Daylight Time))>
yes
and we got a special rate for the triple play, do you see
it?
Mark
Anthony(Thu
Sep 02 2010 01:02:50 GMT-0400 (Eastern Daylight Time))>
I’m
still pulling up your account.
John_(Thu Sep 02 2010 01:02:54
GMT-0400 (Eastern Daylight Time))>
99
per month for 12 months
Mark
Anthony(Thu
Sep 02 2010 01:02:55 GMT-0400 (Eastern Daylight Time))>
One
moment please.
John_(Thu Sep 02 2010 01:03:17
GMT-0400 (Eastern Daylight Time))>
Still?
Your net must be through comcast.
Mark
Anthony(Thu
Sep 02 2010 01:05:59 GMT-0400 (Eastern Daylight Time))>
I
see here that your Comcast service has been requested for disconnection
effective September 1, 2010.
John_(Thu Sep 02 2010 01:07:18
GMT-0400 (Eastern Daylight Time))>
That
information is INCORRECT. It was NEVER for the first. There was an intentional
overlap. That is why we are HAVING this conversation. And I am SOOOO glad he
left notes so I don’t have to explain it all again.
Mark
Anthony(Thu
Sep 02 2010 01:07:28 GMT-0400 (Eastern Daylight Time))>
And
based on the transfer request, the services will be installed on the 3rd between
8AM – 11AM to your new address.
John_(Thu Sep 02 2010 01:08:20
GMT-0400 (Eastern Daylight Time))>
How
wonderful for Friday at the new place. Tell me, will the HURRICANE SLAM US
BEFORE THEN?
John_(Thu Sep 02 2010 01:08:44
GMT-0400 (Eastern Daylight Time))>
I
have no way of knowing. YOU SHUT OFF OUR FREAKING CABLE EARLY
John_(Thu Sep 02 2010 01:09:32
GMT-0400 (Eastern Daylight Time))>
Cancel
the shut off so we can have our service back NOW and reschedule it the way it
was SUPPOSED to be in the first place please.
John_(Thu Sep 02 2010 01:11:26
GMT-0400 (Eastern Daylight Time))>
If
that is too tough, cancel the change and restore our service and we’ll deal with
a retention specialist tomorrow. I promise I will drive a much harder
bargin.
Mark
Anthony(Thu
Sep 02 2010 01:11:26 GMT-0400 (Eastern Daylight Time))>
I’m
sorry, however, the service has already been disconnected from the old address.
In able for us to connect it again, you will need to call our Customer Service
at 1-800-266-2278.
Mark
Anthony(Thu
Sep 02 2010 01:11:48 GMT-0400 (Eastern Daylight Time))>
I
can no longer change the disconnection date as it was already been
completed.
John_(Thu Sep 02 2010 01:12:43
GMT-0400 (Eastern Daylight Time))>
No
get your supervisor. We just spoke to a super who said if you cancel the change
order we can restore in 2-3 hours BEFORE the hurricane is supposed to make
landfall.
John_(Thu Sep 02 2010 01:13:16
GMT-0400 (Eastern Daylight Time))>
ESCALATE
John_(Thu Sep 02 2010 01:14:17
GMT-0400 (Eastern Daylight Time))>
Do
you NOT see the notes on the file?
Mark
Anthony(Thu
Sep 02 2010 01:15:43 GMT-0400 (Eastern Daylight Time))>
I
am not seeing any note aside from the transfer request.
John_(Thu Sep 02 2010 01:16:06
GMT-0400 (Eastern Daylight Time))>
The
overlap was completely intentional. You are putting me and my family and our
property at risk.
Mark
Anthony(Thu
Sep 02 2010 01:16:25 GMT-0400 (Eastern Daylight Time))>
Please
stay online while I escalate your concern.
John_(Thu Sep 02 2010 01:16:33
GMT-0400 (Eastern Daylight Time))>
Do
you have the ability to read this thread before it came to
you?
John_(Thu Sep 02 2010 01:17:00
GMT-0400 (Eastern Daylight Time))>
It
is ALL there. If not then get Ramon back on the line.
John_(Thu Sep 02 2010 01:17:34
GMT-0400 (Eastern Daylight Time))>
[I copied
from the thread earlier to show him.]
Ramon(Thu
Sep 02 2010 00:51:51 GMT-0400 (Eastern Daylight Time))>
Yes,
John. No worries as I will be leaving notes on your account on this
issue.
Mark
Anthony(Thu
Sep 02 2010 01:17:42 GMT-0400 (Eastern Daylight Time))>
Please
wait, while the problem is escalated to another analyst
analyst
Mark Anthony has left room
analyst
Mailo has entered room
Mailo(Thu Sep 02 2010 01:18:39
GMT-0400 (Eastern Daylight Time))>
Welcome
to COMCAST! You have reached the
Order fulfillment department. We
appreciate your time and interest in signing up with Comcast. I will be happy to
complete your order today. ” But first, may i know how are you doing
today?
John_(Thu Sep 02 2010 01:19:31
GMT-0400 (Eastern Daylight Time))>
I
am totally pissed. Give me a supervisor now please.
John_(Thu Sep 02 2010 01:20:42
GMT-0400 (Eastern Daylight Time))>
I
have been online for an hour and a half over this and I have now been given the
bums rush. I have saved the entire conversation .
Mailo(Thu Sep 02 2010 01:21:29
GMT-0400 (Eastern Daylight Time))>
Coo
down John, i understand how you are feeling now. Just tell me what i can do to
help you Ma’am. Il do my best to resolve this .
John_(Thu Sep 02 2010 01:23:05
GMT-0400 (Eastern Daylight Time))>
Fine.
Turn my cable back on so I can see if we are about to die from a hurricane since
it was not suppose to be turned off until the 10th, WELL after our NEW service
was installed on the 3rd.
John_(Thu Sep 02 2010 01:23:24
GMT-0400 (Eastern Daylight Time))>
The
Overlap was intentional.
Mailo(Thu Sep 02 2010 01:23:48
GMT-0400 (Eastern Daylight Time))>
I
see, hold on while i pull up your account Ma’am
John_(Thu Sep 02 2010 01:24:00
GMT-0400 (Eastern Daylight Time))>
And
now Comcast has put ME, my family and my property at risk so don’t tell me to
calm done
John_(Thu Sep 02 2010 01:24:59
GMT-0400 (Eastern Daylight Time))>
Account
xxxx xxxxxx 02 John Xxxx, Last 4 = XXXX for the THIRD time. XXX XXXXXXX XXX
XXXXXXX VA 23005
John_(Thu Sep 02 2010 01:25:31
GMT-0400 (Eastern Daylight Time))>
And
you had my account up already as it had the transfer notes
attached.
John_(Thu Sep 02 2010 01:26:14
GMT-0400 (Eastern Daylight Time))>
[Copied
AGAIN]
John>
Cable
out. Reference code: S0a00
analyst
Ramon has entered room
Ramon>
Mailo(Thu Sep 02 2010 01:26:18
GMT-0400 (Eastern Daylight Time))>
Im
looking at the account now and i can see that it was disconnected and there is a
pending work order for transfer too.
John_(Thu Sep 02 2010 01:26:36
GMT-0400 (Eastern Daylight Time))>
Imagine
my surprise
John_(Thu Sep 02 2010 01:27:02
GMT-0400 (Eastern Daylight Time))>
It
was turned OFF 10 days EARLIER than scheduled
Mailo(Thu Sep 02 2010 01:27:49
GMT-0400 (Eastern Daylight Time))>
Yes,
im trouble shooting now.
John_(Thu Sep 02 2010 01:28:05
GMT-0400 (Eastern Daylight Time))>
Thank
you
John_(Thu Sep 02 2010 01:29:14
GMT-0400 (Eastern Daylight Time))>
And
we have already sent signals down the line, cold booted, warm booted, held some
stupid button in for 60 seconds and then sent to you an hour and a half on chat
later,
John_(Thu Sep 02 2010 01:29:41
GMT-0400 (Eastern Daylight Time))>
So
you’ll forgive me if I just don’t have a lot of confidence in you at the
moment.
Mailo(Thu Sep 02 2010 01:30:01
GMT-0400 (Eastern Daylight Time))>
I
know , i understand.
John_(Thu Sep 02 2010 01:30:44
GMT-0400 (Eastern Daylight Time))>
Probably
not but thank you for trying. when I logged in I was number 45 in the
cue.
Mailo(Thu Sep 02 2010 01:31:52
GMT-0400 (Eastern Daylight Time))>
Have
you tried calling our Hotline already John?
John_(Thu Sep 02 2010 01:32:55
GMT-0400 (Eastern Daylight Time))>
11:49
PM was when Ramon entered the room. Over an hour and a half ago and “Three”
other people, one of which was a supervisor.
John_(Thu Sep 02 2010 01:33:11
GMT-0400 (Eastern Daylight Time))>
What
hot line and are we passing the buck or what?
John_(Thu Sep 02 2010 01:33:44
GMT-0400 (Eastern Daylight Time))>
You
mean the 800 line for comcast? Please tell me that ISN’T what you are calling
the hot line.
Mailo(Thu Sep 02 2010 01:34:44
GMT-0400 (Eastern Daylight Time))>
Because
i cannot reactivate the account here because Dispatch team has already
disconnected it. I can only cancel disconnection order if it was not done yet.
Unless i will have it installed again.
John_(Thu Sep 02 2010 01:35:40
GMT-0400 (Eastern Daylight Time))>
You
need to wave your hand and get a supervisor involved now.
Mailo(Thu Sep 02 2010 01:35:41
GMT-0400 (Eastern Daylight Time))>
But
i have already noted it here and i already relayed it to technical people in
charge.
John_(Thu Sep 02 2010 01:35:53
GMT-0400 (Eastern Daylight Time))>
And
don’t tell me they will say the same thing.
Mailo(Thu Sep 02 2010 01:35:57
GMT-0400 (Eastern Daylight Time))>
Sure.
hold on
John_(Thu Sep 02 2010 01:36:51
GMT-0400 (Eastern Daylight Time))>
What
choice do I have?
John_(Thu Sep 02 2010 01:37:01
GMT-0400 (Eastern Daylight Time))>
Certainly
I’ll hold on.
John_(Thu Sep 02 2010 01:37:57
GMT-0400 (Eastern Daylight Time))>
I
don’t see why you can’t call the little button pusher in Virginia that pushed
the button to turn it off and get them to push it again.
John_(Thu Sep 02 2010 01:38:36
GMT-0400 (Eastern Daylight Time))>
THERE
IS A FREAKING HURRICANE off the coast and we are only 30 miles
inland!
John_(Thu Sep 02 2010 01:39:57
GMT-0400 (Eastern Daylight Time))>
COMCAST
did NOT follow their change order and is putting ME, MY FAMILY and my PROPERTY
at risk. This solution is UNACCEPTABLE!
John_(Thu Sep 02 2010 01:40:22
GMT-0400 (Eastern Daylight Time))>
BRB
Need my heart medicine.
John_(Thu Sep 02 2010 01:41:21
GMT-0400 (Eastern Daylight Time))>
back
Mailo(Thu Sep 02 2010 01:43:26
GMT-0400 (Eastern Daylight Time))>
Let
me clarify John, so you are still using our internet
connection?
Mailo(Thu Sep 02 2010 01:43:38
GMT-0400 (Eastern Daylight Time))>
Its
only the cable that was disconnected?
Mailo(Thu Sep 02 2010 01:44:01
GMT-0400 (Eastern Daylight Time))>
Because
i tried calling our local office but no one is answering
already.
John_(Thu Sep 02 2010 01:44:46
GMT-0400 (Eastern Daylight Time))>
The
network was out from noon until 8 PM
John_(Thu Sep 02 2010 01:44:59
GMT-0400 (Eastern Daylight Time))>
But
yes, for the moment it is online.
John_(Thu Sep 02 2010 01:46:17
GMT-0400 (Eastern Daylight Time))>
And
I re-iterate, for the moment. I am surprised it has lasted this long as
unreliable as it has been.
John_(Thu Sep 02 2010 01:46:54
GMT-0400 (Eastern Daylight Time))>
When
it works, it works great, but it goes down OFTEN. And for long periods of
time.
John_(Thu Sep 02 2010 01:47:36
GMT-0400 (Eastern Daylight Time))>
And
I got to tell you, if FIOS was where I was moving to. . .
Mailo(Thu Sep 02 2010 01:48:00
GMT-0400 (Eastern Daylight Time))>
Its
just unfortunate that it happens during this time of the day when its no longer
office hours.
Mailo(Thu Sep 02 2010 01:48:34
GMT-0400 (Eastern Daylight Time))>
But
me and my supervisor now are finding a way to resolve
this.
John_(Thu Sep 02 2010 01:48:34
GMT-0400 (Eastern Daylight Time))>
They
had no problem turning it off at this time of day.
John_(Thu Sep 02 2010 01:49:05
GMT-0400 (Eastern Daylight Time))>
Thank
you. I am so frustrated you can not possibly know.
Mailo(Thu Sep 02 2010 01:49:37
GMT-0400 (Eastern Daylight Time))>
May
i know then how many hours ago was your cable
disconnected?
John_(Thu Sep 02 2010 01:50:17
GMT-0400 (Eastern Daylight Time))>
No
more than two or three hours ago.
John_(Thu Sep 02 2010 01:51:43
GMT-0400 (Eastern Daylight Time))>
I
think we tried cold booting twice. so that would put it approximately 11 PM
GMT-5 or eastern time.
John_(Thu Sep 02 2010 01:53:32
GMT-0400 (Eastern Daylight Time))>
45
people in the cues worth of time before Ramon entered the room at
23:09.42
Mailo(Thu Sep 02 2010 01:53:32
GMT-0400 (Eastern Daylight Time))>
I
suggest you just get updates of the hurrricane on the internet John because as
per our technical representative. Cable
are disconnected 10 days ahead prior to the date. Its just wrong that you were
not informed prior. [WTF? Why schedule
it then?]
Mailo(Thu
Sep 02 2010 01:54:21 GMT-0400 (Eastern Daylight Time))>
At
this moment we have no solution on how to reconnect it
immediately.
John_(Thu Sep 02 2010 01:55:31
GMT-0400 (Eastern Daylight Time))>
If
that was the case then why ask for a disconnect date? I would simply schedule it
ten days later. That is unacceptable. The word schedule has meaning. The overlap
was intentional. The internet could go at any moment and you want me to what
then?
John_(Thu Sep 02 2010 01:55:44
GMT-0400 (Eastern Daylight Time))>
NOT ACCEPTABLE
John_(Thu Sep 02 2010 01:56:32
GMT-0400 (Eastern Daylight Time))>
That
is crap, they “always” turn it off ten days ahead of time? Do YOU believe
that?
Mailo(Thu Sep 02 2010 01:56:37
GMT-0400 (Eastern Daylight Time))>
I
already recommended for urgent action to have it reconnected but it will only
happen first thing tomorrow.
John_(Thu Sep 02 2010 01:57:02
GMT-0400 (Eastern Daylight Time))>
What
is “First Thing” tomorrow? By when?
John_(Thu Sep 02 2010 01:57:16
GMT-0400 (Eastern Daylight Time))>
It
is ALREADY tomorrow.
Mailo(Thu Sep 02 2010 01:58:04
GMT-0400 (Eastern Daylight Time))>
When
the tech is already on the job to reconnect it in the pole.
[WTF? On THE
POLE?]
John_(Thu Sep 02 2010 01:58:22
GMT-0400 (Eastern Daylight Time))>
Have
your supervisor cal THEIR supervisor, regional manager or what ever it takes. I
am SO sick of Comcast wipping their behinds with me.
John_(Thu Sep 02 2010 01:58:50
GMT-0400 (Eastern Daylight Time))>
It
was NOT shut off at the pole or WE would not have this
conversation
Mailo(Thu Sep 02 2010 01:59:18
GMT-0400 (Eastern Daylight Time))>
We
did that already and escalated the issue to the people
concerned.
John_(Thu Sep 02 2010 01:59:45
GMT-0400 (Eastern Daylight Time))>
It
was shut down by a push of the freaking button! They did NOT disconnect the
line. I am NOT some stupid hill jack.
Mailo(Thu Sep 02 2010 02:00:08
GMT-0400 (Eastern Daylight Time))>
Cables
are disconnected at the poles John unlike phone and internet.
[WTF? On THE POLE?
He continued the bullshit lie!]
John_(Thu Sep 02 2010 02:00:23
GMT-0400 (Eastern Daylight Time))>
Obviously
not or I would be seeing a HURRICANE on the freaking weather channel right
now.
Mailo(Thu Sep 02 2010 02:00:27
GMT-0400 (Eastern Daylight Time))>
It
takes a tech of our dispatch team to do that.
John_(Thu Sep 02 2010 02:00:51
GMT-0400 (Eastern Daylight Time))>
To
do WHAT exactly?
John_(Thu Sep 02 2010 02:01:05
GMT-0400 (Eastern Daylight Time))>
It
is a computer activated relay!
John_(Thu Sep 02 2010 02:01:16
GMT-0400 (Eastern Daylight Time))>
This
ain’t tough!
John_(Thu Sep 02 2010 02:02:02
GMT-0400 (Eastern Daylight Time))>
What
IS tough is getting ripped apart by a HURRICANE because you didn’t see it
coming.
Mailo(Thu Sep 02 2010 02:02:27
GMT-0400 (Eastern Daylight Time))>
Thats
what i gathered here John. If you are aware, im in sales but im doing my best to
help you here.
Mailo(Thu Sep 02 2010 02:03:13
GMT-0400 (Eastern Daylight Time))>
Because
of the hours you spent.
John_(Thu Sep 02 2010 02:03:22
GMT-0400 (Eastern Daylight Time))>
I
was NOT supposed to be handed to a salesman. I was SUPPOSED to be handed to a
PROBLEM SOLVER.
John_(Thu Sep 02 2010 02:04:04
GMT-0400 (Eastern Daylight Time))>
Then
find me someone who CAN help. This is just WRONG!
Mailo(Thu Sep 02 2010 02:04:20
GMT-0400 (Eastern Daylight Time))>
Hold
on
Mailo(Thu Sep 02 2010 02:06:13
GMT-0400 (Eastern Daylight Time))>
Please
wait, while the problem is escalated to another analyst
analyst
Janet has entered room
Janet(Thu Sep 02 2010 02:06:22
GMT-0400 (Eastern Daylight Time))>
Hi!
It’s my pleasure to help and resolve your concern today. How is your day so
far?
analyst
Mailo has left room
John_(Thu Sep 02 2010 02:06:57
GMT-0400 (Eastern Daylight Time))>
Hello
Janet, what department have they shifted me to please.
John_(Thu Sep 02 2010 02:07:18
GMT-0400 (Eastern Daylight Time))>
In
short, who are you?
Janet(Thu Sep 02 2010 02:07:49
GMT-0400 (Eastern Daylight Time))>
I
am so sorry for the trouble that you are having on the cable service
John.
John_(Thu Sep 02 2010 02:07:58
GMT-0400 (Eastern Daylight Time))>
Hello?
It was not a tough question.
Janet(Thu Sep 02 2010 02:07:59
GMT-0400 (Eastern Daylight Time))>
May
name is Janet.
John_(Thu Sep 02 2010 02:08:19
GMT-0400 (Eastern Daylight Time))>
Are
you A.I. or a real person
Janet(Thu Sep 02 2010 02:08:21
GMT-0400 (Eastern Daylight Time))>
I
will certainly help you resolve this issue.
Janet(Thu Sep 02 2010 02:08:34
GMT-0400 (Eastern Daylight Time))>
Yes,
I am John.
John_(Thu Sep 02 2010 02:08:41
GMT-0400 (Eastern Daylight Time))>
Somehow
I doubt it but why not.
John_(Thu Sep 02 2010 02:09:04
GMT-0400 (Eastern Daylight Time))>
Yes
you are what? And A.I. or a real person
Janet(Thu Sep 02 2010 02:09:25
GMT-0400 (Eastern Daylight Time))>
I
am a real person.
Janet(Thu Sep 02 2010 02:09:38
GMT-0400 (Eastern Daylight Time))>
I’m
sorry for the confusion.
John_(Thu Sep 02 2010 02:09:44
GMT-0400 (Eastern Daylight Time))>
I
have been in this chat for two and a half hours
John_(Thu Sep 02 2010 02:10:02
GMT-0400 (Eastern Daylight Time))>
and
I was 45 in the cue before that.
John_(Thu Sep 02 2010 02:10:33
GMT-0400 (Eastern Daylight Time))>
I
am the flaming customer from hell at the moment.
John_(Thu Sep 02 2010 02:11:11
GMT-0400 (Eastern Daylight Time))>
So
please, tell me, what querries do you handle? Sales? Moving? Trouble shooting?
What?
Janet(Thu Sep 02 2010 02:11:22
GMT-0400 (Eastern Daylight Time))>
I
really do apologize for you waiting that long John, if I am on the same
situation I will definitely say those things.
Janet(Thu Sep 02 2010 02:11:47
GMT-0400 (Eastern Daylight Time))>
I
am here to help you John, please give me a chance.
John_(Thu Sep 02 2010 02:13:01
GMT-0400 (Eastern Daylight Time))>
OK,
Here you go. For the forth time. Here is my account information, that IS what
you want right?
Janet(Thu Sep 02 2010 02:13:45
GMT-0400 (Eastern Daylight Time))>
Please
just give me your full name and the last 4 of your SSN.
John_(Thu Sep 02 2010 02:14:00
GMT-0400 (Eastern Daylight Time))>
Account
XXXX XXXXXX 02 , John Xxxx, last 4=XXXX, address XXX XXXXXXX XXX, XXXXXXX VA
23005
Janet(Thu Sep 02 2010 02:14:33
GMT-0400 (Eastern Daylight Time))>
Thank
you so much John, I appreciate your cooperation.
John_(Thu Sep 02 2010 02:14:48
GMT-0400 (Eastern Daylight Time))>
Like
I have a choice?
Janet(Thu Sep 02 2010 02:16:00
GMT-0400 (Eastern Daylight Time))>
I
can relate to what you are feeling John, I also love watching TV , I can’t live
without it.
Janet(Thu Sep 02 2010 02:16:21
GMT-0400 (Eastern Daylight Time))>
Life
is boring if TV is not working.
John_(Thu Sep 02 2010 02:16:21
GMT-0400 (Eastern Daylight Time))>
No,
I am sorry but you are clueless.
Janet(Thu Sep 02 2010 02:16:37
GMT-0400 (Eastern Daylight Time))>
Are
we having issues on it?
John_(Thu Sep 02 2010 02:17:11
GMT-0400 (Eastern Daylight Time))>
I
am 30 miles off the coast of Virginia. There is a freaking hurricane coming
right for us and COMCAST shut my cable off ten days ahead of
schedule.
John_(Thu Sep 02 2010 02:17:52
GMT-0400 (Eastern Daylight Time))>
The
latest excuse was, “OH, they ALWAYS shut it off ten days BEFORE it was
SCHEDULED”.
John_(Thu Sep 02 2010 02:18:23
GMT-0400 (Eastern Daylight Time))>
If
that was the case I would have scheduled it ten days
LATER!
John_(Thu Sep 02 2010 02:19:01
GMT-0400 (Eastern Daylight Time))>
I
had scheduled a move with over lapping service, which was entirely
intentional.
John_(Thu Sep 02 2010 02:19:48
GMT-0400 (Eastern Daylight Time))>
Now
they are telling me that because it is already shut off the nothing can be done
until tomorrow at the soonest AND it will be a reconnect!
John_(Thu Sep 02 2010 02:20:18
GMT-0400 (Eastern Daylight Time))>
Comcast
is putting ME at risk as well as my family and my
properties.
John_(Thu Sep 02 2010 02:20:33
GMT-0400 (Eastern Daylight Time))>
So
go ahead, try and fix it.
John_(Thu Sep 02 2010 02:21:40
GMT-0400 (Eastern Daylight Time))>
or
maybe just shove me into Brian Roberts email because I assure you I am sending
this one off to him.
John_(Thu Sep 02 2010 02:22:41
GMT-0400 (Eastern Daylight Time))>
Are
you still there? Or have they sent me to a blond computer?
Janet(Thu Sep 02 2010 02:22:54
GMT-0400 (Eastern Daylight Time))>
I
am so sorry for the trouble John, let me check the previous notes
here.
Janet(Thu Sep 02 2010 02:27:44
GMT-0400 (Eastern Daylight Time))>
John,
do you have the new account number?
John_(Thu Sep 02 2010 02:28:10
GMT-0400 (Eastern Daylight Time))>
Why
should I have a “NEW” account number?
Janet(Thu Sep 02 2010 02:28:46
GMT-0400 (Eastern Daylight Time))>
Just
to clarify the services was turned off 10 days before the hurricane
correct?
[WTF? Do they do
any drug testing at all in this place?]
John_(Thu Sep 02 2010 02:29:00
GMT-0400 (Eastern Daylight Time))>
You
still have not answered my question, what department do you answer calls
for?
John_(Thu Sep 02 2010 02:29:10
GMT-0400 (Eastern Daylight Time))>
NO
Janet(Thu Sep 02 2010 02:29:41
GMT-0400 (Eastern Daylight Time))>
And
then you are planning to move the service is that correct?
John_(Thu Sep 02 2010 02:29:49
GMT-0400 (Eastern Daylight Time))>
It
was turned off about 3 hours ago. This is ten days BEFORE it was scheduled to be
turned off.
John_(Thu Sep 02 2010 02:30:28
GMT-0400 (Eastern Daylight Time))>
Yes,
the new house was supposed to be turned on on Friday the third, and off at this
one on the tenth.
John_(Thu Sep 02 2010 02:31:11
GMT-0400 (Eastern Daylight Time))>
We
overlapped by one week
John_(Thu Sep 02 2010 02:32:45
GMT-0400 (Eastern Daylight Time))>
[Copied again for her to
see.]
John_(Thu
Sep 02 2010 02:29:00 GMT-0400 (Eastern Daylight Time))>
You
still have not answered my question, what department do you answer calls
for?
Janet(Thu Sep 02 2010 02:33:51
GMT-0400 (Eastern Daylight Time))>
To
make this clear you would like the transfer to be cancelled however are you
still considering transferring it to the new address after the
hurricane.
Janet(Thu Sep 02 2010 02:34:17
GMT-0400 (Eastern Daylight Time))>
I
am from the Cable Department John.
John_(Thu Sep 02 2010 02:34:51
GMT-0400 (Eastern Daylight Time))>
IF
that is what it takes to get service reactivated then yes, that is what I
intend. Are you sure you’re human?
Janet(Thu Sep 02 2010 02:35:14
GMT-0400 (Eastern Daylight Time))>
Yes
I am John.
John_(Thu Sep 02 2010 02:35:49
GMT-0400 (Eastern Daylight Time))>
What
part of the cable department? Sales, repair, mover’s edge or some black
ops?
Janet(Thu Sep 02 2010 02:36:26
GMT-0400 (Eastern Daylight Time))>
I
am from the Cable billing Department John.
John_(Thu Sep 02 2010 02:37:11
GMT-0400 (Eastern Daylight Time))>
And
are you able to restore service terminated early?
Janet(Thu Sep 02 2010 02:38:01
GMT-0400 (Eastern Daylight Time))>
I
will be doing my best and check all my resources for you
John.
Janet(Thu Sep 02 2010 02:38:12
GMT-0400 (Eastern Daylight Time))>
Please
allow me 2 more minutes.
John_(Thu Sep 02 2010 02:38:21
GMT-0400 (Eastern Daylight Time))>
Or
is it a semantics thing. No you can’t do that but you can restart service and
cancel a reconnect fee?
[The Cable came
back on like magic.]
John_(Thu Sep 02 2010 02:39:58
GMT-0400 (Eastern Daylight Time))>
Well
god bless you
Janet(Thu Sep 02 2010 02:40:24
GMT-0400 (Eastern Daylight Time))>
Thanks,
he is my savior.
John_(Thu Sep 02 2010 02:40:31
GMT-0400 (Eastern Daylight Time))>
You
are a goddess. Why did it take them 3 hours to give me to
you?
John_(Thu Sep 02 2010 02:41:14
GMT-0400 (Eastern Daylight Time))>
Mine
too.
Janet(Thu Sep 02 2010 02:41:23
GMT-0400 (Eastern Daylight Time))>
I
just understand your issue John.
John_(Thu Sep 02 2010 02:41:51
GMT-0400 (Eastern Daylight Time))>
At
least NOW I can see when we have to evacuate. Thank you SO
much.
John_(Thu Sep 02 2010 02:43:02
GMT-0400 (Eastern Daylight Time))>
Do
I need to call tomorrow to reestablish that this one goes off on the tenth and
the other comes on Friday the third?
Janet(Thu Sep 02 2010 02:43:14
GMT-0400 (Eastern Daylight Time))>
You
are welcome, we just need to communicate to know is really happening in that way
we will both understand what needs to be done.
John_(Thu Sep 02 2010 02:44:22
GMT-0400 (Eastern Daylight Time))>
We
thought we did that. I was told by the last guy that Comcast shuts cable down 10
days BEFORE the scheduled date consistently. Why would they do
that?
Janet(Thu Sep 02 2010 02:46:03
GMT-0400 (Eastern Daylight Time))>
That
is true John, however when you said that you will be transferring, what comes to
my mind is the transfer that you mentioned.
John_(Thu Sep 02 2010 02:46:31
GMT-0400 (Eastern Daylight Time))>
We
specifically made an overlap
John_(Thu Sep 02 2010 02:46:46
GMT-0400 (Eastern Daylight Time))>
It
was intentional and planned
Janet(Thu Sep 02 2010 02:47:21
GMT-0400 (Eastern Daylight Time))>
Yes,
I understand that and rest assure you that it will be
prorated.
John_(Thu Sep 02 2010 02:48:01
GMT-0400 (Eastern Daylight Time))>
Since
it was shut off, a hurricane watch has been posted and not one posted yet on the
net. That is why it is important. Thank you you have helped to make my family
safer.
Janet(Thu Sep 02 2010 02:48:39
GMT-0400 (Eastern Daylight Time))>
You
are most welcome John.
John_(Thu Sep 02 2010 02:48:54
GMT-0400 (Eastern Daylight Time))>
Thank
you. SOOOO much. May God Bless you and your family.
John_(Thu Sep 02 2010 02:49:06
GMT-0400 (Eastern Daylight Time))>
We
are done I think.
Janet(Thu Sep 02 2010 02:49:16
GMT-0400 (Eastern Daylight Time))>
Same
here John.
Janet(Thu Sep 02 2010 02:49:51
GMT-0400 (Eastern Daylight Time))>
I
am almost done , please allow me a minute.
John_(Thu Sep 02 2010 02:50:20
GMT-0400 (Eastern Daylight Time))>
Please,
take all the time you need.
Janet(Thu Sep 02 2010 02:50:43
GMT-0400 (Eastern Daylight Time))>
Thanks
allow me 2 more minutes.
Janet(Thu Sep 02 2010 02:54:10
GMT-0400 (Eastern Daylight Time))>
This
is the new address XXXXX XXXX XXX
23059 correct?
John_(Thu Sep 02 2010 02:54:19
GMT-0400 (Eastern Daylight Time))>
yes
Janet(Thu Sep 02 2010 02:54:43
GMT-0400 (Eastern Daylight Time))>
Thanks.
Janet(Thu Sep 02 2010 02:54:52
GMT-0400 (Eastern Daylight Time))>
Please
allow me 2 more minutes.
John_(Thu Sep 02 2010 02:54:55
GMT-0400 (Eastern Daylight Time))>
NO,
thank YOU!
John_(Thu Sep 02 2010 02:55:08
GMT-0400 (Eastern Daylight Time))>
no
problem
John_(Thu Sep 02 2010 02:57:51
GMT-0400 (Eastern Daylight Time))>
Do
I have a NEW account number now?
Janet(Thu Sep 02 2010 02:59:22
GMT-0400 (Eastern Daylight Time))>
XXXXXXXXXXXXX
this is the new account number.
John_(Thu Sep 02 2010 03:00:37
GMT-0400 (Eastern Daylight Time))>
I
have made note of it. Will this be the same account number at the new
address?
Janet(Thu Sep 02 2010 03:00:59
GMT-0400 (Eastern Daylight Time))>
Yes.
Janet(Thu Sep 02 2010 03:01:54
GMT-0400 (Eastern Daylight Time))>
We
are all set John.
John_(Thu Sep 02 2010 03:02:07
GMT-0400 (Eastern Daylight Time))>
And
that account then shows the triple play at $99 dollars a month for 12 months or do I need to call and
bicker with them tomorrow?
Janet(Thu Sep 02 2010 03:02:42
GMT-0400 (Eastern Daylight Time))>
Yes
please chat or call us back tomorrow for that John.
John_(Thu Sep 02 2010 03:03:05
GMT-0400 (Eastern Daylight Time))>
Thanks
so very much. Best wishes to you and your’s.
John_(Thu Sep 02 2010 03:03:12
GMT-0400 (Eastern Daylight Time))>
Goodnight.
Janet(Thu Sep 02 2010 03:03:40
GMT-0400 (Eastern Daylight Time))>
You
are most welcome.
Janet(Thu Sep 02 2010 03:03:56
GMT-0400 (Eastern Daylight Time))>
Have
a nice evening.
Janet(Thu Sep 02 2010 03:04:06
GMT-0400 (Eastern Daylight Time))>
If
you need further assistance, you can chat with one of our Customer Support
Specialists 24 hour a day, 7 days a week at http://www.comcastsupport.com/videochat or call us at
1-800-COMCAST (1-800-266-2278). To close this chat, please click the “end
session button” at the top of your chat window.
Janet(Thu Sep 02 2010 03:04:31
GMT-0400 (Eastern Daylight Time))>
Analyst
has closed chat and left the room
analyst
Janet has left room
Status: The analyst has left and your issue has
been closed.
Problem: Cable out. Reference code: S0a00
//
//
End Session
The Moral to the story is that if you have a choice, don’t. So far what I hear is FIOS beats them hands down.