Comcast Chat Transcript

This is a transcript from a recent Live Support Chat I had with Comcast. If you don’t feel like reading the whole thing here’s the things that they did wrong and wasted my time with.

1. Wasted an hour or more of my time when the entire issue was a Comcast network health problem. Either of the analysts I talked to could have found that out by simply checking but the first never did and the second didn’t until after having my reset modems and swap cables, etc.

2. Had me swap the ends of my Ethernet cable. i.e. turn it around. i.e. take the side plugged into the router and plug it into the cable modem and vice verse. Now, maybe this is just a handy way of getting people to make sure their connection is tight but it’s stupid. It’s especially stupid because my connection was working *fine* at the time of the chat.

3. Told me to “Just log on to google and enter your Comcast billing address to check the status.” to find out the current network status at Comcast. Seriously?

4. Repeatedly disconnected without telling me they were going to or if they would come back. The first analyst just disappeared after I gave my account information.

This was an absolutely abysmal customer service experience and it makes me sad that I continue to give them money every month.

The log…

user Jason_ has entered room
jason(Sun Aug 30 2009 16:25:36 GMT-0700 (PST))>
Internet access keeps dropping, PC Link and Internet lights flash
analyst Frances  has entered room

Frances (Sun Aug 30 2009 16:27:18 GMT-0700 (PST))>
Hello Jason_, Thank you for contacting Comcast Live Chat Support. My name is Frances . Please give me one moment to review your information.

Frances (Sun Aug 30 2009 16:27:21 GMT-0700 (PST))>
It is good to have you on chat. How are you doing today?

Jason_(Sun Aug 30 2009 13:27:25 GMT-0700 (PST))>
Doing well, thanks.

Frances (Sun Aug 30 2009 16:28:51 GMT-0700 (PST))>
I am glad to know that you are doing good, Jason. I understand you are having internet connection issue, is that correct?

Jason_(Sun Aug 30 2009 13:29:18 GMT-0700 (PST))>
Yes, our connection has dropped several times today and in the past few days. When it does the cable modem shows blinking lights on PC Link and Internet, all others are off.

Jason_(Sun Aug 30 2009 13:29:35 GMT-0700 (PST))>
The rest of the network remains working. I can access our router and other machines on the network, we’re just offline from the Internet.

Jason_(Sun Aug 30 2009 13:29:42 GMT-0700 (PST))>
Additionally, the cable TV service keeps working fine.

Frances (Sun Aug 30 2009 16:31:00 GMT-0700 (PST))>
Thank you for the information Jason. Let me check the account here. May I have the account number please.

Jason_(Sun Aug 30 2009 13:31:25 GMT-0700 (PST))>
I don’t know it offhand. Can you look up based on phone number or address?

Jason_(Sun Aug 30 2009 13:31:39 GMT-0700 (PST))>
Phone is xxx-xxx-xxx. Address is xxxx xxxth PL SE, Newcastle, WA, 98056.

Frances (Sun Aug 30 2009 16:31:42 GMT-0700 (PST))>
Can I please have the phone number associated to your account instead?

Frances (Sun Aug 30 2009 16:32:18 GMT-0700 (PST))>
Thank you so much!

analyst Frances  has been temporarily disconnected.  Please wait while the analyst attempts to reconnect.
Analyst has left the room. Your problem is being escalated to another analyst

analyst Rollyfel has entered room
Rollyfel(Sun Aug 30 2009 16:35:57 GMT-0700 (PST))>
How are you doing today, Jason?

Jason_(Sun Aug 30 2009 13:36:04 GMT-0700 (PST))>
Doing fine, thanks.

Rollyfel(Sun Aug 30 2009 16:36:50 GMT-0700 (PST))>
Glad to know you are doing good!

Rollyfel(Sun Aug 30 2009 16:36:56 GMT-0700 (PST))>
You’re welcome!

Rollyfel(Sun Aug 30 2009 16:36:57 GMT-0700 (PST))>
Jason, I understand that you have an issue with your internet service, am I correct?

Jason_(Sun Aug 30 2009 13:37:19 GMT-0700 (PST))>
Yes I do. I was just chatting with Frances and we had covered the basics. Is he no longer available?

Rollyfel(Sun Aug 30 2009 16:38:56 GMT-0700 (PST))>
Jason, I will be the one to assist you  now since this is the technical department for internet service.

Jason_(Sun Aug 30 2009 13:39:18 GMT-0700 (PST))>
Okay, great! Thank you.

Rollyfel(Sun Aug 30 2009 16:40:00 GMT-0700 (PST))>
Jason, can you please check the lights of the modem if they are lit solid?

Jason_(Sun Aug 30 2009 13:40:40 GMT-0700 (PST))>
Sure, one moment. I should note, the connection is fine right now. It has failed twice today but is not currently having a problem. I’ll go check though, be right back.

Rollyfel(Sun Aug 30 2009 16:41:08 GMT-0700 (PST))>

Jason_(Sun Aug 30 2009 13:41:44 GMT-0700 (PST))>
PC Link and Cable are blinking with activity, Message is off, others are solid.

Rollyfel(Sun Aug 30 2009 16:41:52 GMT-0700 (PST))>

Rollyfel(Sun Aug 30 2009 16:42:35 GMT-0700 (PST))>
Look for the reset button at the back of the modem. Then, reset it by holding it for 3-5 seconds and after you reset please swap both ends of the ethernet cable from the modem to the computer.

Jason_(Sun Aug 30 2009 13:42:50 GMT-0700 (PST))>
Won’t I lose my connection with you if I do that?

Jason_(Sun Aug 30 2009 13:42:59 GMT-0700 (PST))>
I am using the Internet connection to chat with you.

Rollyfel(Sun Aug 30 2009 16:43:06 GMT-0700 (PST))>
Yes, we will be disconnected but I will wait for you until the modem gets back online.

Jason_(Sun Aug 30 2009 13:43:35 GMT-0700 (PST))>
Alright, back in a few.

Rollyfel(Sun Aug 30 2009 16:43:55 GMT-0700 (PST))>

Jason_(Sun Aug 30 2009 13:46:27 GMT-0700 (PST))>
Back now

Rollyfel(Sun Aug 30 2009 16:47:33 GMT-0700 (PST))>
Thank you.

Rollyfel(Sun Aug 30 2009 16:47:48 GMT-0700 (PST))>
Please try to check if your connection if fine.

Jason_(Sun Aug 30 2009 13:48:19 GMT-0700 (PST))>
It’s working fine now.

Rollyfel(Sun Aug 30 2009 16:48:38 GMT-0700 (PST))>
Great! Did you swap the cable?

Jason_(Sun Aug 30 2009 13:48:45 GMT-0700 (PST))>

Rollyfel(Sun Aug 30 2009 16:49:08 GMT-0700 (PST))>
Good! Try to reset the modem one more time.

Jason_(Sun Aug 30 2009 13:49:27 GMT-0700 (PST))>
Okay, one moment.

Rollyfel(Sun Aug 30 2009 16:50:11 GMT-0700 (PST))>

Jason_(Sun Aug 30 2009 13:50:49 GMT-0700 (PST))>

Rollyfel(Sun Aug 30 2009 16:51:00 GMT-0700 (PST))>
Thank you.

Rollyfel(Sun Aug 30 2009 16:51:19 GMT-0700 (PST))>
Jason, I am sure that your connection is doing fine.

Rollyfel(Sun Aug 30 2009 16:52:05 GMT-0700 (PST))>
To refresh everything we have done, I would suggest that you power cycle your PC.

Jason_(Sun Aug 30 2009 13:52:23 GMT-0700 (PST))>
I’m confused. The connection was fine before we reset it. The problem is intermittent and was not occurring when we started this process.

Jason_(Sun Aug 30 2009 13:52:58 GMT-0700 (PST))>
I reset the modem when we had the problem previous. Do you think that swapping the ends of the Ethernet cable is going to solve the connection issue?

Jason_(Sun Aug 30 2009 13:53:16 GMT-0700 (PST))>
The log on the modem is full of messages like: Time Not Established      Critical (3)      No Ranging Response received – T3 time-out
Sun Aug 30 12:33:06 2009       Critical (3)      Received Response to Broadcast Maintenance Request, But no Un…
Sun Aug 30 12:32:34 2009       Critical (3)      Started Unicast Maintenance Ranging – No Response received – …

Jason_(Sun Aug 30 2009 13:53:25 GMT-0700 (PST))>
Which seem to indicate an RF issue, not an ethernet issue.

Rollyfel(Sun Aug 30 2009 16:53:26 GMT-0700 (PST))>
I believe that it is one way to refresh your connection.

Rollyfel(Sun Aug 30 2009 16:54:06 GMT-0700 (PST))>
Jason, let me do the health on your connection.

Rollyfel(Sun Aug 30 2009 16:54:28 GMT-0700 (PST))>
Can you please provide me  your account number please?

Jason_(Sun Aug 30 2009 13:54:44 GMT-0700 (PST))>
I don’t have the account number. My phone number, though, is xxx-xxx-xxxx

Jason_(Sun Aug 30 2009 13:54:56 GMT-0700 (PST))>
That is the number on the account.

Rollyfel(Sun Aug 30 2009 16:55:20 GMT-0700 (PST))>
Thank you for that.

Rollyfel(Sun Aug 30 2009 16:55:23 GMT-0700 (PST))>
Please give me a minute to pull up your account so I can better assist you.

Jason_(Sun Aug 30 2009 13:55:32 GMT-0700 (PST))>
Thank you

Rollyfel(Sun Aug 30 2009 16:55:48 GMT-0700 (PST))>
You’re welcome!

Rollyfel(Sun Aug 30 2009 16:56:12 GMT-0700 (PST))>
Jason, I cannot pull up your account.

Rollyfel(Sun Aug 30 2009 16:56:29 GMT-0700 (PST))>
Do you have other phone number?

Jason_(Sun Aug 30 2009 13:56:41 GMT-0700 (PST))>
No, that’s the number on the account. One moment and I will try to find an old bill.

Rollyfel(Sun Aug 30 2009 16:56:54 GMT-0700 (PST))>
Thank you.

Rollyfel(Sun Aug 30 2009 16:56:57 GMT-0700 (PST))>

Jason_(Sun Aug 30 2009 13:57:44 GMT-0700 (PST))>
Account no: xxxx xx xxxxxxx

Rollyfel(Sun Aug 30 2009 16:58:28 GMT-0700 (PST))>
I am sorry Jason, it should be 16 digit number.

Jason_(Sun Aug 30 2009 14:00:00 GMT-0700 (PST))>
Ah, sorry, I missed three digits. It’s: xxxx xx xxxxxxxxxx

analyst Rollyfel has been temporarily disconnected.  Please wait while the analyst attempts to reconnect.

Rollyfel(Sun Aug 30 2009 17:00:37 GMT-0700 (PST))>
Thank you so much!

Rollyfel(Sun Aug 30 2009 17:00:37 GMT-0700 (PST))>
Let me try.

Rollyfel(Sun Aug 30 2009 17:00:37 GMT-0700 (PST))>
Please hang on.

analyst Rollyfel has entered room

Rollyfel(Sun Aug 30 2009 17:01:00 GMT-0700 (PST))>
Jason, thank you for waiting.

Jason_(Sun Aug 30 2009 14:01:09 GMT-0700 (PST))>
No problem

Rollyfel(Sun Aug 30 2009 17:01:57 GMT-0700 (PST))>
I am sorry for the inconvenience, I am seeing here on your account that your area is currently affected by an outage.

Jason_(Sun Aug 30 2009 14:02:14 GMT-0700 (PST))>
What is the nature of that issue?

Rollyfel(Sun Aug 30 2009 17:04:08 GMT-0700 (PST))>
That us due to upgrade and maintenace of service going on.

Jason_(Sun Aug 30 2009 14:04:20 GMT-0700 (PST))>
Is there an ETA? And do you know when this started?

Rollyfel(Sun Aug 30 2009 17:04:44 GMT-0700 (PST))>
Please give us 5 hours to fix the issue.

Jason_(Sun Aug 30 2009 14:05:22 GMT-0700 (PST))>
Do you know if this has been happening for several days? We’ve been seeing this issue for at least 2 days.

Rollyfel(Sun Aug 30 2009 17:05:30 GMT-0700 (PST))>
Do not worry, we are already taking this issue on top priority, analyzed the situation and already identified a solution to this. Our Network Engineers are temporarily shutting down the network to allow system checks and repairs as well as the needed upgrades to prevent same reoccurence. This is a constant struggle for many service providers and again, we’re working on improving this constantly. Be rest assured that we will fix this as quickly as possible and have services restored but we still don’t have specific timeframe as to when will this occur. Thank you so much for your patience and understanding.

Rollyfel(Sun Aug 30 2009 17:06:30 GMT-0700 (PST))>
I will make a proper notation on your account regarding this issue and I will escalate this to our higher department so they can work on this.

Jason_(Sun Aug 30 2009 14:06:41 GMT-0700 (PST))>
Before you go, can you please explain to me why it took 2 analysts and nearly an hour of my time to find out that my area had an issue?

Rollyfel(Sun Aug 30 2009 17:06:43 GMT-0700 (PST))>
I will make sure they will take this as a priority.

Rollyfel(Sun Aug 30 2009 17:09:01 GMT-0700 (PST))>
I am sorry. In my case, I was not able to pull up your account first. I was actually trying to use the information you entered before the chat but still no avail until I asked you for the correct account number.

Jason_(Sun Aug 30 2009 14:09:24 GMT-0700 (PST))>
Okay, thank you for that explanation and for your help.

Jason_(Sun Aug 30 2009 14:09:35 GMT-0700 (PST))>
is there a place I can see the status of the network issue?

Rollyfel(Sun Aug 30 2009 17:11:04 GMT-0700 (PST))>
Just log on to google and enter your Comcast billing address to check the status.

Jason_(Sun Aug 30 2009 14:12:00 GMT-0700 (PST))>
I’m sorry, do you have an exact URL. I’m not sure what you mean by log on to Google.

Rollyfel(Sun Aug 30 2009 17:12:49 GMT-0700 (PST))>
I am sorry for that. What I meant is that you only have to enter your billing address on the search bar.

Rollyfel(Sun Aug 30 2009 17:13:25 GMT-0700 (PST))>
And the it will give you the result of the area status.

Rollyfel(Sun Aug 30 2009 17:13:29 GMT-0700 (PST))>
Will there be anything else I can assist you with?

Jason_(Sun Aug 30 2009 14:13:49 GMT-0700 (PST))>
One last thing, could you help me reset my password or security question for the Comcast site? I don’t seem to be able to log in.

Rollyfel(Sun Aug 30 2009 17:14:29 GMT-0700 (PST))>

Rollyfel(Sun Aug 30 2009 17:14:39 GMT-0700 (PST))>
No problem with that.

Rollyfel(Sun Aug 30 2009 17:14:55 GMT-0700 (PST))>
I will be more glad to provide you your new password.

Jason_(Sun Aug 30 2009 14:14:57 GMT-0700 (PST))>
Thank you

Rollyfel(Sun Aug 30 2009 17:15:10 GMT-0700 (PST))>
You’re welcome!

Rollyfel(Sun Aug 30 2009 17:15:34 GMT-0700 (PST))>
Here is your username:  xxxxxxxxxxxxxxxx and your temporary password: xxxxxxx . You can now use this new password to log into the Service Center. Once you login I suggest you change your password again to a password only you know, and one that will be easy for you to remember. This is for your account security.

Jason_(Sun Aug 30 2009 14:15:54 GMT-0700 (PST))>
Thank you very much for that.

Rollyfel(Sun Aug 30 2009 17:16:02 GMT-0700 (PST))>
You are most welcome!

Rollyfel(Sun Aug 30 2009 17:16:15 GMT-0700 (PST))>
Jason, 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). Simply visit and select Help.

Jason_(Sun Aug 30 2009 14:16:34 GMT-0700 (PST))>
I’ll do that. Thank you for your help.

Rollyfel(Sun Aug 30 2009 17:16:51 GMT-0700 (PST))>
No problem, my pleasure.

Rollyfel(Sun Aug 30 2009 17:16:59 GMT-0700 (PST))>
We value your business with us. Thank you for choosing Comcast! Have a great weekend!

Jason_(Sun Aug 30 2009 14:17:17 GMT-0700 (PST))>
You too.