Customer Service

[jaws21014]

We have had problems with our high speed internet service. I find it is unacceptable. 

It is down even though there is a slight heartbeat connection. 

 the technician came on 6/26/12 and said that the wire out front in the ground needed to be replaced.  That was over  ten days ago. 

(I agree that we have had a heat wave that has been unprecedented.  Tomorrow it will go over 100 degrees again.)  However there are mornings and evenings when they can work...give me a shovel and I'll do it myself I I knew how.

So my question is where are the technicians?  I called the service center twice and only after talking two different people was I able to get a straight foward answer; if the cable needs to be replaced it takes 7-14 days.  Again, this to me is unacceptable. 

john suskey

[reasd]

Hello,

See if this will help.

To get help, you can contact Comcast Corporate Customer Service (we_can_help@cable.comcast.com) Send a link to this thread and your account details. You can also ask for help in the Broadband Reports Comcast Direct Forum or via Twitter. I've also contacted Comcast on your behalf to let them know you need help.

[jaws21014]

Now it is 14 days and counting.  

After nonsense promises of "customer service" we are waiting to see some action.  AKA work! 

Someone came out today, got back in the car and drove away... great, so they are not the ones digging obviously, but it's a shame that they couldn't do it. 

comcast called, I replied, we've left messages and wrote notes;  On June 22nd the problem was first reported by my wife.  I made 3 more phone calls, and not once did anyone question or inform me that the NEXT step was for Miss Utility to verify and mark the utility lines. I am assuming that they didn't have any record of whether someone came out or requested the markings...In fact they had come out and marked sometime on the 29th of June but it's now July 10th

Also the person who came out on June 26th should have communicated these notes to the help desk people right? 

When I called the support line, the second time to follow up this person had no idea how to explain the problem and the steps that are needed to repair... because... wait for it...... wait for it...... they are in the FREAKIN' phillipines or India or somewhere who knows...they don't have a clue! 

[i-am-nerdburg]

Typically in your situation, Comcast would run a temporary line for you until a new line can be installed. Your tech would then put in an order to get you a new line (it's called a "drop"). His supervisor would farm the job out to a contractor. In some places a single person will come out and mark underground utilities, in other places each local utility will have to come out and mark their own services. Then the line will be buried by the contractor. Typically this takes a couple of weeks. There may be other issues too (such as digging in a neighbors yard, permits etc).

I'll save you some grief...stop calling Comcast. The customer service reps won't be able to help you and won't have any info on the process. If you are inclined, you'll want to go to your local office and talk to a technical supervisor who should be able to let you know specifics. Or you can contact Comcast corporate customer service (we_can_help@cable.comcast.com) and they will help you find out what's going on with your service.

I'll also let Comcast know that you need help.

[Bill-1948]

This may or may not help.  http://www.comcast.com/Corporate/Customers/CustomerGuarantee.html Tell them to give you credit for the time your service dose not work. Any missed service calls,$20.00 for each one. Also you might email:

 Primary contact

William (Bill) Gerth Comcast Cares william_gerth@comcast.com (215) 286-1700

OR

Robert Sacunas Director, National Customer Operations at Comcast robert_sacunas@comcast.com (215) 286-1700

Secondary contact

Mike Decandido Senior Vice President, Call Center Operations mike_decandido@comcast.com (reports to Rick Germano.) (215) 286-1700

OR

Rick Germano Senior Vice President of Customer Operations at Comcast Form email rick_germano@comcast.com (215) 286-1700

Chief executive (*)

Brian L. Roberts Chairman and Chief Executive Officer Comcast Corporation brian_roberts@comcast.com

Hope this helps

[jaws21014]

Ok I sent two people on this list an e-mail.  I wonder what happens now?  Somebody should be fired, because it's been 16 days now... What HAPPENED to the "temporary drop"???  Where are these techs? 

john

[jaws21014]

Got a call from Kenny @ 5:30pm...this evening he left a msg, his hours were 9-6pm Sun-Thurs  I find it convenient that it's 30mins before he leaves for the weekend... and that he would call us back.  WHEN, on Sunday?  (ok let's say he calls on Sunday, then what?)   In the voice msg he informed us ., that he will call back to talk about things when he gets some information... INFORMATION?   WHAT THINGS?  JUST FIX IT OK???  DO THE FREAKIN' WORK!!!!!!!!!!!!!!!!!!!!!

[tfaulkn1]

I sent everyone on that list an email and all came back undelivered!  Check your info please before getting me excited I might actually talk to someone.

[commanguy · Accepted solution]

This one should work

we_can_help@cable.comcast.com

The  team that gets this will get someone from the regional office, maybe local, on your issue. And many times those people actually call you to talk to you about it.

[jaws21014]

Somebody got it DONE!!! WORK!!! YES.. love it.  The comcast corporate truck came out and ran a line from next door.... He gave us a temp drop over from the neighbor until it could be fixed permanently undergound. 

YES