Customer Service

[merkk]

Talk about a complete lack of communication.

When i originally ordered service i just got the 25mb blast internet. Then added on some channels but was never told this would drop my speed down to 12mb because it was a package deal. Finally got tired of the slow speeds i was getting along with another unrelated problem. EVERY single rep i chatted with said i was getting 12mb. Tech comes out to fix the other problem i was having along with the slow speeds only to tell me my modem has been set all this time to a 6mb cap.

So i wasted all my time talking back and forth with the reps. I wasted my time driving out to the comcast office to pick up a cable modem to swap out mine. And all this time it's because comcast configured my account/modem incorrectly. And not a single rep bothered to check this? Way to go comcast.

Now who do i talk to get a refund for the last several months of service that i haven't been getting? I wonder if i can bill them for all the time i wasted as well ;p

[i-am-nerdburg]

By all means ask for a credit. 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.

Or you can ask for help in the Broadband Reports Comcast Direct Forum or via Twitter.

[merkk]

I did indeed mail them. Waiting for a reply. 

On the phone with a rep now and i am now getting yet another different answer. I am REALLY starting to get pizzed off because everyone gives me a different answer as to what I am supposed to be getting. 

Now the guy on the phone is telling me that the area i am in doesn't support anything faster then 8mb - which is complete krap because when i first got comcast i did a speed test i and i was getting 25mb - i guess after i added in the additional channels at some point they updated my account to whatever the current bundle offer is.

But i'm really getting tired of wasting my time on this and getting different answers every time i call. Seriously, what the hel (seriously, i can't use the word h e l l in a post) ? They can't even give me a straight answer as to what i am supposed to gettting and now they dont even know what level of service is available in the area???

I dont suppose you have a phone number instead of an email? Because i want to talk someone and get this resolved. 

Thanks

[CCCarole]

I have notified the Administrators of your posts.  Watch for a reply please. 

CC

[merkk]

Thank you. The rep called me back and apologized - he said my area does support the faster speeds. Although we're still no closer to an answer as to what the problem is.

[merkk]

Also, is there any way for me myself to verify what boot file is loaded onto the modem? I don't mean to be rude towards the last rep i dealt with, but he really didn't seem to know what he was doing - he's the one that was insisting i couldn't even get the faster service in this area.

He's now insiting my modem has the right boot file, but i was wondering if i could confirm that myself somehow?

[i-am-nerdburg]

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merkk wrote:

He's now insiting my modem has the right boot file, but i was wondering if i could confirm that myself somehow?

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That specifics depend on the modem. You can usualy find the info here tho: http://192.168.100.1

[merkk]

I went there, but i didn't see anything that immediately stood out as indicating what boot file was installed or what speeds the modem is set to. Anything in particular i should look for?

Thanks

btw, it's a motorola Sb6120

[i-am-nerdburg]

For a Motorola 6120 go to http://192.168.100.1 and click the Help tab...the info will be at the top of the page.

[ComcastKeisha]

merkk---

I show that this issue has been escalated and I have emailed your assigned engineer to follow up with you. Sorry for any inconvenience this may have caused you.

[merkk]

I don't know what's going on now - but it looks like something finally kicked in. I seem to be getting the proper speeds now. I swapped my modem for a comcast modem. Ironically, we couldn't get that one to work at all. The tech on the phone said it wasn't properly in the system and i should switch back to mine for now. 

after switching back to mine, I'm getting better speeds now. Not sure what changed - maybe someone sacrified a chicken for me or used a pair of ruby slippers p

[i-am-nerdburg]

What that means is that they had it "provisioned" incorrectly. That is, your account wasn't set up correctly. You finally got a technical support person to fix the account. It should have been fixed on the very first call. Glad it's working now!