jbob
Reach Out and Touch Someone
Premium
join:2004-04-26
Little Rock, AR
 ·Comcast
 ·AT&T Southwest
| Comcast Call Center down?
Got a call from Kiwi today. He is fairly new to Comcast internet. He lives on the opposite side of town as me. He said his video and internet were out. He called the number and got the/a Call Center. Perhaps Tennessee for us??
The person who answered said yes the service is down in your area but there is nothing they can do about it as the call center had been hit by a tornado. Holy cow!
He asked "so how is one supposed to get a local support call through?" I had assumed that if that call center was unable to handle calls perhaps they should have rerouted the call to another Call Center.
I told him to post something here but for obvious reasons he can't! lol I got home late tonight so not sure of his status and if his problem has been fixed yet.
Just wondering if there is a way to call the local offices? |
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Vorlon
@comcast.net
| Any of these look familiar as your local office
»www.google.com/search?q=comcast+···irefox-a |
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CableTool
Poorly Representing MYSELF.
Premium
join:2004-11-12
| reply to jbob
said by jbob  :He asked "so how is one supposed to get a local support call through?" I had assumed that if that call center was unable to handle calls perhaps they should have rerouted the call to another Call Center. He obviously DID get a support call through. But if the area was hit with a tornado and the call center and tech center are the same chances are there is a load of damaged equipment affecting service.
If they are in the building taking calls.. then again, he did get a local support call through? I think Im missing the point.
The rep most likely told him there was nothing they could do about the service being out at the moment due to the damage.
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CableTechs.org/"Horrible People with Integrity" |
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jbob
Reach Out and Touch Someone
Premium
join:2004-04-26
Little Rock, AR
·Comcast
·AT&T Southwest
| said by CableTool :said by jbob :He asked "so how is one supposed to get a local support call through?" I had assumed that if that call center was unable to handle calls perhaps they should have rerouted the call to another Call Center. He obviously DID get a support call through. But if the area was hit with a tornado and the call center and tech center are the same chances are there is a load of damaged equipment affecting service. If they are in the building taking calls.. then again, he did get a local support call through? I think Im missing the point. The rep most likely told him there was nothing they could do about the service being out at the moment due to the damage. I assume the call he made went to a Comcast support center which is NOT in the city here. I think our calls used to go to Knoxville, TN but not sure. Normally that wouldn't be a problem as they would check our area and if needed dispatch someone. But according to kiwi they said there was nothing they could do due to the tornado damage for them...I assume.
My point was if that particular center is down for whatever reason wouldn't they simply reroute the calls to another center? I know this is a rare thing but just wondering.
And just in case this wasn't clear in my first post, we had no bad weather here in our area. He lives on the other side of town from me. My service was uninterrupted while his was out. The apparent damage was in another state thus affecting service calls for our area. |
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Kiwi
Premium
join:2003-05-26
USA
·Comcast
·Aristotle Internet
| reply to jbob
Thought that was interesting as well, of course such a hit was a pretty good excuse; just found it odd that a local call got directed to an area in trouble -"Sorry we can't help the call center is down, we got hit by a tornado." *Wow* -would not expect them to try dealing with anything!
It was clear blue sky and 90+, needless to say I was somewhat taken back by what I heard when in fact I 'Thought' I was talking to the local support, as the local number is what I called. Odd, eh.
That's twelve downs in around six months, must be something wrong with the equipment @ my local point for that much residential down time. Thing is I was so spoiled with an instant fix for years on SDSL, it's hard to lay down for one or two days now. Feel like a sheepal. 
Anyway, why would Comcast redirect calls to a stricken area, why would the local number not pick local support, curious?
Cheers |
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rody_44
Premium
join:2004-02-20
Quakertown, PA
·Comcast
| reply to jbob
if you think about it it makes sense. your area had a outage that packed your call center. another center had a tornado where no one could call in. thus your area got routed to a area that had no calls. it was a timing issue. im sure it was short lived before the calls stopped being routed there. |
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Kiwi
Premium
join:2003-05-26
USA
·Comcast
·Aristotle Internet
| reply to jbob
It's a strange world with Comcast, had to call again and was not ticked at all, just matter of taking care of things, yet again. The call went something like this (TN) "Just wondering if anybody called in a ticket on my area nod, just back from a few days off?"
"I can see that your down and has been for three days ( I was away 4 days) did you recycle the modem?" "Yes, a couple of times." I then told him that it seemed like my particular node area has constant problems as more than not the 'High speed' is less than dialup. We are both congenial.
"Holy smokes, your history looks like a comb." "Well, like I stated it's not great around here, wish the local Comcast would would clean the line up; it's a constant issue."
"Looks like only one person is off line on your node and yours is down and the rest are green." Sure, it's a false positive, I bet there is no activity on those green lights"  Seemed he agreed. This time I was back up pretty quick though, around 30".
People take offence easily when the word Comcast is brought up, but few seem to realize that from node to node it could be night and day for service. Obviously, I live in a low-care-local-state in regards service.
Oh,well. |
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ComcastTier2
join:2007-12-31
Ann Arbor, MI
| reply to jbob
Lots of times the calls are routing to an outsourcer, (Stream, Convergys, and many others). And most of those centers have calls routing to various centers in US,Canada and overseas.
Even if you call a local number you get routed to one of the 800 numbers and then it "routes" to the call center that handles that area..
Most of the NJ,PA, & DE markets were being handled by an outsourcer and might still be.. Last I heard the outsourcer was sending those markets to their Canada sites. |
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Kiwi
Premium
join:2003-05-26
USA
·Comcast
·Aristotle Internet
| reply to Kiwi
Follow up, finally got Comcast out here to look @ the line after going down again today. Turns out there a few blocks of Squirrel food called Comcast high speed line; they changed out some line but have to spend the day tomorrow completing the other 3 miles of gut rot.
I wonder, anybody ever thought to suggest Comcast lineman use something like a 1 1/2" plastic pipe cut to around three feet at the really bad Squirrel traffic areas? Can you imagine a Squirrel on a barrel roll, anybody |
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Kiwi
Premium
join:2003-05-26
USA
·Comcast
·Aristotle Internet
| Sorry to abuse your starter jbob. On the whole I have always had the opportunity to speak up for the fantastic service I have garnered over the last twenty years, in line with the techno for the day.
I'm not particularly happy with the local support from Comcast, recently I have found the 'Neighborhood' have all expressed concerns and have been brushed off for the better part of two months. Granted the Squirrel population caused a problem, but that should be part of Comcast's contingency and should be able to see this problem readily from the equipment on their end and heed the multiple calls.
On Comcast's part finally today the internet is @ 2/3rds of what should be available, but that's a HUGE markup from the last four months of dialup speeds. I wonder what it actually takes to get some response on a local level problem to satisfy a problem area, four months seems pretty lazy and I would not state that had I been the only call in.
The TN support group who take the calls for NLR,AR are receptive, seems difficult to push past into a local reality though.
Anyhow, I guess those in privileged areas should be thankful...LOL
Cheers |
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