Customer Service

[syeaming2]

We lost all services 4 days ago and Comcast doesn't care at all. No help, no one Will come out and no appointment for 3 more days. We have missed emergency calls, weather alerts and all the usual calls and emails as well.. Prior to outage No storm, no broken wires just no signal and modem will not reboot. <br>After several calls with long wait times the 'service reps' didn't make any effort to find the problem or send anyone. We have no phone, internet, TV or security. DO NOT get their security system or phone since they'll leave you alone with no way to get help in an emergency. <br>Time to call up those city council members and remind them they have a 'required mandatory service' contract with Comcast and Comcast is lying their tear ends off about not having outages or responding to out of service customers at all much less in 24 hours or less.We do hope to help the city find them in violation and assess as large a fine as possible.

[rog286713]

When you called comcast and you told them your services were out did you not request a tech visit?  Do any of your neighbors have comcast and do they have issues?    Comcast does not guarantee they will be out to fix anything within 24 hours, usually its normally 3 days in my area.  Try sending an email here to get help but to you need to call and get a tech out there. 

To get help, you can drop a note to Comcast corporate customer service (we_can_help@cable.comcast.com).

For the quickest response, please include:
Your full name;
Service address;
Phone number & an alternate number if possible;
Account number;
A link to your post.

[CCCarole]

Not having phone service is supposed to be first on the list for repairs above all others and to have a Tech out. 

If you do not have phone service, make sure to tell them that when you call back in.

I am notifying the Administrator of your post, but since it is the weekend, he may not see it until Monday at the earliest.  Do call 1-800 comcast!

CC

[syeaming2]

I have called 10 times and spent hours on hold wasting my cell minutes I have emailed. I have requested a tech from day one, now 4 days ago.
Your chat doesn't work on my cell.
The last person I got from Comcast told there was nothing anyone could do and to for me to cut power to the main cable box. I asked if this was the modem (rebooted many times) and they said the main box, not the settop box .
There is a big green box in my back yard. The cable coax runs to it.
Do they mean they want me to dig up the power cable and disconnect or cut that ?
I can do that but someone needs to let me know if they really mean that.
I'll go ahead and get my ditch digger and cable cutters ready and if I haven't heard from them by tomorrow I'll get started.
How long should I wait to reconnect it after I cut the main cable ?
I hope this is right.
We gave customer service my wife's cell phone number so they can reach us if they really want to.
Don't want to put it on a public forum.
Let me know.

[commanguy]

Being a fellow customer I would say they can not mean the main box outside your house.

Can't really say what they would mean by main box unless you have AnyRoom DVR and then they might mean the main Set Top Box for that system.

When re-booting the modem, since it sounds like a phone modem. pressed the recessed reset button on it?

Also would help to remove the batteries when trying a reset.

But PLEASE do not try cutting the power or any other cables to the box in your back yard. Especially any power lines. The service people on the phone can't mean that one. If they do, then they really need training.

[syeaming2]

Well since Comcast will not respond and they told me to cut power to the main box I asked the neighbor s if they have a big green box in their yards. One down the block does. Apparently this is a booster/terminator box. Sounds 'main' to me.
I could isolate the input power, reground it to a resistor load and put a disconnect switch on it. Then I could throw the switch whenever they tell me to cut power and turn it back on after a few minutes. Maybe I should just leave it off until that get here.
It looks like its 120 vac with no more than 15 amps judging by wire sizes without opening the box. If this is wrong they could let me know. Seems like they would have already installed this switch. I don't want to open the box but I'm just trying to follow their instructions.
Maybe I should call the electric company and have them kill power to the whole neighborhood first. I'll let them know Comcast said this needed to be done so they'll know who to charge for the service call.
It shouldn't be down more than 7 or 8 hours and this would reset everybody's main boxes. I don't know how many Comcast subscribers there are but I bet they'd all be happy to get a reset. And they could take at least one day off their bills. I'm on day 6.
I sure wish Comcast would contact me to let me know for sure. Hate to do something that they told me to and it not help. Maybe I should go ahead and call the electric company as It's getting dark soon and see when they can kill the power.
Does anyone have the correct billing address for them to send Comcast their invoce ?

[CCCarole]

PLEASE do not fool with any of the Comcast equipment OR electrical anything, until you here from someone with more authrotiy.  I am escalating this to the Administrator right now.

[ComcastVic]

syeaming2 -

I see someone from our escalations department assisted with this issue. Please let me know if there is anything else I may help with.

[MadasHeck-58]

I wish I had the help of the escaluations department, must be  nice!

[syeaming2]

Cable is back but it is still waiting to be reburied after being replaced (10 MORE days of waiting so far). Guess what, ? It WAS the green box after all. Someone cut the cable leading to it outside my yard. Did someone else get told to fix the "green box" and dig up the wrong thing ? Glad I didn't have to fix it though.

And so far as "PLEASE do not fool with any of the Comcast equipment OR electrical anything, until you here from someone with more authrotiy.  "I didn't. I know better. Might want to train your phone people to be a little more precise though.

And, next time, I think I'll go patrol the whole length of cable to see where Comcast left yet more unburied cable just waiting to to get cut. Or, since it runs right next to the power cable and yards of it are sticking up all over the neighborhood because Comcast never buried it or didn't do it right. someone may hit your cable with a mower and get a 240 Volt surprise.

Lucky this time it wasn't wrapped around the power line (missed by inches)  or that could have been some big bucks for Comcast to pay the widow(er).