[Business] Comcast Direct 1, Comcast phone support 0

Author	All Replies
pandora Premium join:2001-06-01 Outland kudos:1 Reviews: ·ooma ·Google Voice ·Future Nine Corp.. ·Comcast	[Business] Comcast Direct 1, Comcast phone support 0 I tried Comcast phone customer service to handle erroneous billing. After 2 weeks no result. Yesterday I tried Comcast Direct. Some additional information was needed, provided last night in a 2nd post. Today, got a call from Comcast and the problem is resolved. Thanks Comcast and thanks dslreports. No cable modem bill for me. -- "People demand freedom of speech as a compensation for the freedom of thought which they seldom use."
	to forum · permalink · 2012-02-01 13:23:22 ·
joako Premium join:2000-09-07 /dev/null kudos:5	How could you thank Comcast for fraudulently billing you, and then giving you the run-around when you try to resolve it? -- PRescott7-2097
	to forum · permalink · 2012-02-02 16:53:17 ·
pandora Premium join:2001-06-01 Outland kudos:1 Reviews: ·ooma ·Google Voice ·Future Nine Corp.. ·Comcast	said by joako: How could you thank Comcast for fraudulently billing you, and then giving you the run-around when you try to resolve it? I'm thanking the support here on dslreports for not giving me the run around and resolving my problem in less than 24 hours. It's meant to help advise others in the future to try the dslreports.com direct support forum. As to Comcast messing up, stuff like this happens from time to time. This was the first Comcast snafu in many years. One mistake doesn't create a pattern. Undoubtedly someone high up determined all cable modems at business customers were Comcast owned or provided. Which was a mistake. -- "People demand freedom of speech as a compensation for the freedom of thought which they seldom use."
	to forum · permalink · 2012-02-02 17:39:09 ·
IowaCowboy Premium join:2010-10-16 Indian Orchard, MA Reviews: ·Verizon Broadban.. ·Comcast ·AT&T Wireless Br.. ·Verizon Wireless.. 1 edit	reply to pandora I've also had good experiences with Direct Support. 1-800-Comcast started outsourcing their call centers, so I think I'll use Direct Support from now on. Especially with a cognitive disability, I find it much easier to explain my issues by typing them on my computer than explaining them to a call center that may or may not be in North America. And when Direct Support does call back, they are very easy to understand and very accomodating. Comcast should really maintain a separate 1-800 number for customers with disabilities that has in house reps with special training with handling customers with disabilities who may use equipment such as teletype (for individuals with speech or hearing issues) or need accomodations with their service such as waiver of directory assistance fees on CDV (for people with low vision/blind). Also an accesable customer service number should also minimize the use of interactive menus, as some individals have difficulty accessing them. One of the biggest issues with cable in general that such a department could handle is closed captioning. I know that the phone companies offer these services. -- All of my CPE (including my EMTA) is customer owned. The only Comcast owned equipment in my house is the CableCards in the two TiVO boxes I own.
	to forum · permalink · 2012-02-07 21:59:12 ·
KevTech Premium join:2002-08-22 Seattle, WA	reply to pandora No local office close by? I always just go to the office as it is about 10 minutes away and person to person gets results every time.
	to forum · permalink · 2012-02-08 01:14:57 ·
pandora Premium join:2001-06-01 Outland kudos:1 Reviews: ·ooma ·Google Voice ·Future Nine Corp.. ·Comcast	said by KevTech: No local office close by? I always just go to the office as it is about 10 minutes away and person to person gets results every time. Not for Comcast Business. -- "People demand freedom of speech as a compensation for the freedom of thought which they seldom use."
	to forum · permalink · 2012-02-08 02:17:03 ·
removed Premium,VIP join:2002-02-08 Houston, TX kudos:36	reply to pandora I wish I could say the same. I've been trying for well over a year now to get an issue resolved in Comcast Direct, but the techs there are blowing me off both via my thread and via IM as well. Direct service has been disappointing at best thus far and nobody at Comcast seems to care about my complaint. -- irc.removed.us - #dslr
	to forum · permalink · 2012-02-08 07:53:07 ·
pandora Premium join:2001-06-01 Outland kudos:1 Reviews: ·ooma ·Google Voice ·Future Nine Corp.. ·Comcast	said by removed: I wish I could say the same. I've been trying for well over a year now to get an issue resolved in Comcast Direct, but the techs there are blowing me off both via my thread and via IM as well. Direct service has been disappointing at best thus far and nobody at Comcast seems to care about my complaint. Hi, Your post seemed interesting, as it indicates a very different experience from mine. I used the dslreports search feature to see if your problem was described on this forum, but don't see many recent posts. Assuming it's a Comcast business problem, and you don't mind, could you describe what is wrong? I'd be interested in understanding the limits of Comcast Direct support on this forum. Aside from your post yesterday (to which this is a reply) dslreports indicates your most recent prior post in this forum (the regular Comcast HSI forum) was in 2007. The dslreports post search doesn't show any posts in Comcast Direct for the past 180 days, but as it's a restricted access forum, your posts may be invisible to my attempted search. I tried looking at the forum pages, and don't see any recent posts in Comcast direct by you. Is this a problem that has been left unresolved for a very long time? Thanks -- "People demand freedom of speech as a compensation for the freedom of thought which they seldom use."
	to forum · permalink · 2012-02-08 11:54:27 ·

newview Ex .. Ex .. Exactly Premium join:2001-10-01 Parsonsburg, MD kudos:1 Reviews: ·Vonage ·DIRECTV	reply to KevTech said by KevTech: I always just go to the office as it is about 10 minutes away and person to person gets results every time. I've been to my local office several times in the last few years ... they are as useful for solving problems as tits on a boar hog, and as pleasant to deal with as the staff at the Department of Motor Vehicles.
	to forum · permalink · 2012-02-08 13:22:22 ·
quatrix Premium join:2005-02-11 Davie, FL kudos:2	reply to KevTech said by KevTech: No local office close by? I always just go to the office as it is about 10 minutes away and person to person gets results every time. 10 minutes to drive and an hour to take a number and wait in line? Phone or online support is almost always more efficient.
	to forum · permalink · 2012-02-08 17:55:11 ·
joako Premium join:2000-09-07 /dev/null kudos:5 Reviews: ·Comcast	reply to removed said by removed: I wish I could say the same. I've been trying for well over a year now to get an issue resolved in Comcast Direct, but the techs there are blowing me off both via my thread and via IM as well. Direct service has been disappointing at best thus far and nobody at Comcast seems to care about my complaint. My sentiments exactly. -- PRescott7-2097
	to forum · permalink · 2012-02-08 18:03:25 ·
removed Premium,VIP join:2002-02-08 Houston, TX kudos:36	reply to pandora said by pandora: Assuming it's a Comcast business problem, and you don't mind, could you describe what is wrong? I'd be interested in understanding the limits of Comcast Direct support on this forum. I'd be delighted to. The initial request was regarding intermittent connection issues - packetloss and such - at a business which contracts me to maintain their IT equipment. 2010-09-08: Issue reported 2010-09-09 - 2010-09-13: ComcastSteve and I go back and forth about his PingPlotter tests. We schedule an appointment for a tech to take a look. I provide my contact information and confirm that I will be on site. 2010-09-16: Tech appointment window comes and goes. I call Comcast and am told that the appointment was cancelled. It turns out that nobody bothered to enter my contact details into the system, and that Comcast called someone in the accounting department at this company, who was unaware of any appointments being scheduled. 2010-09-20: ComcastSteve responds, basically says that he wants to reschedule this again. No apology, no explanation. 2010-09-20: I inform him that I've already rescheduled this over the phone, explain my customer's frustration for having me out there for nothing, and ask what he can do to resolve this ASAP. 2010-10-01: No response. I bump the ticket asking for a response. 2010-10-04: ComcastSteve responds to say that he's examining the issue again. 2010-10-15: 10 days later - still no response. I bump the ticket again to ask what the deal is. 2010-10-19: ComcastSteve indicates that he's made adjustments on the CMTS. 2010-10-20: I request information on the Comcast Business SLA for the missed appointment and issues in general. 2010-10-27: 7 days, no response. I bump the ticket to request an update. 2010-11-02: Still no response. I bump the ticket to request an update. 2010-11-09: Still no response. I bump the ticket to request an update. 2010-11-19: Still no response. I bump the ticket to request an update. 2010-11-24: Still no response. I bump the ticket to request an update. 2011-01-03: Still no response. I bump the ticket to request an update. 2011-01-19: Still no response. I bump the ticket to request an update. 2011-02-15: Still no response. I bump the ticket to request an update. 2011-02-26: Still no response. I bump the ticket to request an update. 2011-03-13: Still no response. I bump the ticket to request an update. 2011-04-10: Still no response. I bump the ticket to request an update. 2011-06-23: Went on vacation and almost forgot about this. Still no response. I bump the ticket to request an update. 2011-09-05: 3 days left until the 1 year anniversary of this thread. Still no response. I bump the ticket to request an update. 2011-09-16: Still no response. I bump the ticket to request an update. 2011-10-24: Still no response. I bump the ticket to request an update. To be fair, I now see that ComcastSteve responded on 2011-10-25 to ask if the issue was fixed. I've forgotten about the thread since then and never bothered to look back again until today. The issue came and went for a while and eventually fizzled out on its own. My customer was just angry about all the wasted time, and all I wanted at the time was information on how to request a credit under the SLA. To this day, I have never received that information. I've also attempted to contact ComcastSteve via DSLR IM - the messages get read but were never answered. If this isn't being blown off, I don't know what is. said by pandora: Aside from your post yesterday (to which this is a reply) dslreports indicates your most recent prior post in this forum (the regular Comcast HSI forum) was in 2007. Not sure what that has to do with my Comcast Direct issue, but yes, that sounds about right. You get a gold star for knowing how to search the forum. -- irc.removed.us - #dslr
	to forum · permalink · 2012-02-09 00:51:46 ·
KevTech Premium join:2002-08-22 Seattle, WA	reply to quatrix said by quatrix: 10 minutes to drive and an hour to take a number and wait in line? Phone or online support is almost always more efficient. The office by me is NEVER like that as there are many counters and employees working them. You walk in and go straight to the counter. Never has taken more then a few minutes. Never even seen any so called numbers at this office.
	to forum · permalink · 2012-02-09 01:14:55 ·
pandora Premium join:2001-06-01 Outland kudos:1 Reviews: ·ooma ·Google Voice ·Future Nine Corp.. ·Comcast	reply to removed Wow, it looks like Comcast business dropped the ball with you and the company you represent. I hope Comcast Steve will post and explain the situation from Comcasts perspective. You seem to have behaved appropriately and tried to work with Comcast. Thanks for your insight. -- "People demand freedom of speech as a compensation for the freedom of thought which they seldom use."
	to forum · permalink · 2012-02-09 09:10:28 ·

US Cable Support > Comcast HSI > [Business] Comcast Direct 1, Comcast phone support 0