Category Archives: Announcements

Just wanted to wish my best friend Happy 35th Birthday!!

You are now half to 70!

Love ya!

HAPPY 60th BIRTHDAY DAD!!!!

I hope you enjoy it.  =)

Love ya!

Me(Sat Aug 9 19:08:41 PDT 2008)>No internet connection since Tuesday

analyst Olga has entered room

Olga(Sat Aug 9 19:13:01 PDT 2008)>Hello Me, Thank you for contacting Comcast Live Chat Support. My name is Olga. Please give me one moment to review your information.

Olga(Sat Aug 9 19:13:11 PDT 2008)>I understand how frustrating that must be. I will do my best to help you.

Olga(Sat Aug 9 19:13:16 PDT 2008)>Let me perform a system Health Check on your services.

Me(Sat Aug 9 16:12:30 PDT 2008)>I was just chatting with Jonathan who cut me off as I tried to do as he wanted me too, he gave me less then a min to do it and cut me off, so I am not too pleased right now

Olga(Sat Aug 9 19:14:07 PDT 2008)>I sincerely apologize for the unpleasant experience you had with our agent

Olga(Sat Aug 9 19:14:18 PDT 2008)>Have you tried to power cycle your modem?

Me(Sat Aug 9 16:13:10 PDT 2008)>We replaced the modem Wed with another comcast modem, this is the first chance I have had this week to deal with this, we move Aug 15 but I need this for work, I am on a phone card now

Olga(Sat Aug 9 19:14:54 PDT 2008)>I see. Can I get your modem MAC address?

Olga(Sat Aug 9 19:15:09 PDT 2008)>it is 12 digit number on the back of your modem

Me(Sat Aug 9 16:14:12 PDT 2008)>the modem is plugged directly to a pc, no router, the other machins is running Vista, the modems poer light is solid green, recive is solid green, send is flashing green, pc activity flashing orange

Olga(Sat Aug 9 19:15:38 PDT 2008)>ok

Me(Sat Aug 9 16:14:35 PDT 2008)>0012c9a9354a

Olga(Sat Aug 9 19:16:04 PDT 2008)>Thank you. Let me see if your modem is in the system

Olga(Sat Aug 9 19:19:52 PDT 2008)>Hmm… I cannot locate your modem in our database… May I ask you unplug your modem’s power for 30 sec and plug it back

Me(Sat Aug 9 16:19:10 PDT 2008)>ok

Me(Sat Aug 9 16:19:36 PDT 2008)>I just plugged it in

Olga(Sat Aug 9 19:21:12 PDT 2008)>ok

Olga(Sat Aug 9 19:21:19 PDT 2008)>one moment please

Me(Sat Aug 9 16:20:17 PDT 2008)>k

Olga(Sat Aug 9 19:23:03 PDT 2008)>, I cannot locate your modem… Let me check with technician

Me(Sat Aug 9 16:22:08 PDT 2008)>k

Olga(Sat Aug 9 19:24:37 PDT 2008)>, do you receive any error message when trying to get online?

Me(Sat Aug 9 16:23:39 PDT 2008)>no, I get nothing

Me(Sat Aug 9 16:24:03 PDT 2008)>its hooked up to another PC now, when I try to go to a website I get “page not found”

Me(Sat Aug 9 16:24:37 PDT 2008)>like if I go to ESPN.com

Olga(Sat Aug 9 19:25:48 PDT 2008)>ok

Me(Sat Aug 9 16:24:44 PDT 2008)>”this address not valid”

Me(Sat Aug 9 16:24:52 PDT 2008)>no connection at all

Olga(Sat Aug 9 19:26:48 PDT 2008)>I see. One moment please

Olga(Sat Aug 9 19:28:40 PDT 2008)>I am running some tests, thank you for your patience.

Me(Sat Aug 9 16:27:40 PDT 2008)>yeah

Olga(Sat Aug 9 19:31:14 PDT 2008)>, the technician is working on your account right now. It may take a few minutes…

Me(Sat Aug 9 16:30:15 PDT 2008)>ok

Me(Sat Aug 9 16:30:58 PDT 2008)>just so I know, if I need someone to come here to look at it, can it be Sunday or Monday? I REALLY need this connection this week

Olga(Sat Aug 9 19:32:52 PDT 2008)>I do not think we need to schedule technician, this can be resolved remotely

Me(Sat Aug 9 16:31:51 PDT 2008)>ok

Olga(Sat Aug 9 19:38:58 PDT 2008)>Thank you for waiting. Technician is still working on your account

Me(Sat Aug 9 16:37:58 PDT 2008)>k

Olga(Sat Aug 9 19:41:36 PDT 2008)>, this issue should be escalate to the upper level. Technician tried but couldn’t fix it. I just need your modem’s make and model

Me(Sat Aug 9 16:40:56 PDT 2008)>motorola sb5120

Olga(Sat Aug 9 19:42:41 PDT 2008)>Do you know your Comcast email username?

Me(Sat Aug 9 16:41:41 PDT 2008)>      xxxxxxxxxxxx@xxxxxxxx

Olga(Sat Aug 9 19:43:36 PDT 2008)>That is not Comcast email address

Me(Sat Aug 9 16:42:49 PDT 2008)>hold on

Olga(Sat Aug 9 19:44:22 PDT 2008)>You use Comcast provided modem, right?

Me(Sat Aug 9 16:43:27 PDT 2008)>          user :        x
XXXXXX

Me(Sat Aug 9 16:43:28 PDT 2008)>yes

Me(Sat Aug 9 16:43:36 PDT 2008)>and replaced it w/ another comcast modem Wed

Olga(Sat Aug 9 19:47:54 PDT 2008)>, what is a convenient time and reliable contact number to call, should a Comcast technician need to contact you for more information?

Me(Sat Aug 9 16:47:11 PDT 2008)>503XXXXXXX

Me(Sat Aug 9 16:47:16 PDT 2008)>now would be great

Olga(Sat Aug 9 19:48:50 PDT 2008)>It may take up to 72 business hours to resolve

Me(Sat Aug 9 16:47:47 PDT 2008)>lol

Me(Sat Aug 9 16:47:48 PDT 2008)>nice

Olga(Sat Aug 9 19:49:01 PDT 2008)>Please note that your modem must remain online for troubleshooting to take place

Olga(Sat Aug 9 19:49:12 PDT 2008)>Do not turn it off

Me(Sat Aug 9 16:48:28 PDT 2008)>how about we send someone over here to deal with this NOW and not wait for up to 72 hours

Olga(Sat Aug 9 19:51:05 PDT 2008)>Most likely, this is a modem provisioning issue and a field technician is not needed

Me(Sat Aug 9 16:50:19 PDT 2008)>I am NOT waiting up to 72 hours for something that may or may not happen

Olga(Sat Aug 9 19:52:25 PDT 2008)>But a field technician won’t be able to resolve this issue

Me(Sat Aug 9 16:51:34 PDT 2008)>lol, by all means explain that to me

Me(Sat Aug 9 16:52:03 PDT 2008)>We had connection for almost a year and suddenly we dont, we get a new modem, still nothing, so why would waiting 72 hours “fix it”

Olga(Sat Aug 9 19:53:22 PDT 2008)>A provisioning issue is something that should be resolved on upper technical level

Me(Sat Aug 9 16:52:33 PDT 2008)>translate that

Me(Sat Aug 9 16:52:54 PDT 2008)>tell me what the issue is and why a new modem or whatever wont fix it

Olga(Sat Aug 9 19:54:57 PDT 2008)>because this is not a modem ( hardware) issue, it is how your modem is set up in our database ( provisioned)

Olga(Sat Aug 9 19:55:27 PDT 2008)>It seems that something went wrong when you set up a transfer of service

Me(Sat Aug 9 16:54:35 PDT 2008)>again, I am not waiting 72 hours, We both Need to WORK this week, if I need to take 72 hours off from work I will be happy to go to Verizon DSL

Me(Sat Aug 9 16:54:47 PDT 2008)>NIICCCCCCCCCE!!!!!!!!!

Me(Sat Aug 9 16:54:53 PDT 2008)>so this needs to be fixed NOW

Me(Sat Aug 9 16:55:00 PDT 2008)>and we want credit for the past week

Olga(Sat Aug 9 19:56:32 PDT 2008)>Your account will be credited for the downtime

Me(Sat Aug 9 16:56:06 PDT 2008)>you just told me Comcast screwed us over, we spent more time on this then as want and have on this, I am so not wAiting 72 hours, by all means have a supervisor call mee and I will be happy to talk to them

Olga(Sat Aug 9 19:59:19 PDT 2008)>We cannot call you. If you want to speak to supervisor, you have to call in. But he will tell you the same. I’ve reviewed our systems and we’ve performed the necessary troubleshooting. Techniciam tried to fix the problem. Obviously, there is still an issue so the best method is to open a ticket to report this to our technician team.

Olga(Sat Aug 9 20:00:04 PDT 2008)>I am really sorry for all these troubles. I can understand how frustrating it can be. I wish I could help you more

Me(Sat Aug 9 17:01:29 PDT 2008)>you said “It seems that something went wrong when you set up a transfer of service”

Me(Sat Aug 9 17:01:32 PDT 2008)>explain that

Me(Sat Aug 9 17:01:39 PDT 2008)>you tell me how we got screwed over

Olga(Sat Aug 9 20:03:33 PDT 2008)>I cannot tell you that, if I knew it I could fix it. That is why I am escalating this issue

Me(Sat Aug 9 17:02:43 PDT 2008)>so 72 hours it may or may not be fixed

Me(Sat Aug 9 17:02:57 PDT 2008)>and since we both work 100% via the internet, how are we suppose to work?

Olga(Sat Aug 9 20:04:32 PDT 2008)> The problem will either be fixed internally, or you will be reached by a technician for further information. It may take from 24 to 72 business hours to resolve.

Olga(Sat Aug 9 20:04:38 PDT 2008)>I apologize for the inconvenience.

Me(Sat Aug 9 17:03:43 PDT 2008)>and whats wrong with NOW

Me(Sat Aug 9 17:03:51 PDT 2008)>you just admited this was Comcast fault

Me(Sat Aug 9 17:03:58 PDT 2008)>so I think it should be fixed now

Olga(Sat Aug 9 20:05:40 PDT 2008)>Standard time frame for any escalation on residential accounts is 72 business hours

Olga(Sat Aug 9 20:06:00 PDT 2008)>We have tried to fix it NOW but were not able to, sorry

Me(Sat Aug 9 17:05:05 PDT 2008)>we have a residentail account since we couldnt get a bussiness account for some stupid reason, so that excuse doesnt fly with me

Olga(Sat Aug 9 20:06:58 PDT 2008)>I am sorry, I am not the one who set up Comcast policy for residential accounts

Me(Sat Aug 9 17:06:22 PDT 2008)>ok, so in short we should just say to hell with Comcast and go to Verizon DSL. Is that what I am being told?

Olga(Sat Aug 9 20:08:31 PDT 2008)>, I understand your frustration, an I have done my best to help you

Olga(Sat Aug 9 20:08:47 PDT 2008)>All I can do now is escalate the issue

Me(Sat Aug 9 17:08:01 PDT 2008)>why 72 hours

Me(Sat Aug 9 17:08:05 PDT 2008)>I want a real answer

Olga(Sat Aug 9 20:09:38 PDT 2008)>Please refer to my explanation above

Me(Sat Aug 9 17:08:47 PDT 2008)>yeah, you sure have done your “best”

Olga(Sat Aug 9 20:10:19 PDT 2008)>I am sure, no need to be so sarcastic

Me(Sat Aug 9 17:09:24 PDT 2008)>If I thought what you said was a real answer I would not have asked the same question again

Olga(Sat Aug 9 20:10:48 PDT 2008)>Your ticket number is CR134145715

Olga(Sat Aug 9 20:10:55 PDT 2008)>use it for your reference

Me(Sat Aug 9 17:09:50 PDT 2008)>you can use all the big words you want, but I still dont know why or how Comcast screwed us over and I deserve a answer

Olga(Sat Aug 9 20:10:57 PDT 2008)>While you have me here, was there anything else I could assist you with?

Me(Sat Aug 9 17:10:14 PDT 2008)>yes there is

Me(Sat Aug 9 17:10:23 PDT 2008)>answer my questions w/o tap dancing

Olga(Sat Aug 9 20:13:05 PDT 2008)>A modem provisioning is something that is performed on upper technical level, so how it was screwed up ? I have no answer to this question because I have no access to that information

Me(Sat Aug 9 17:12:08 PDT 2008)>ask

Olga(Sat Aug 9 20:13:46 PDT 2008)>That’s what I have just done – escalated the ticket

Me(Sat Aug 9 17:14:43 PDT 2008)>Ok, it looks like Verizon may have just gained a new customer, Comcast has 24 hours

Olga(Sat Aug 9 20:16:41 PDT 2008)>I will add this statement to your ticket. I hope it will speed up the resolution.

Olga(Sat Aug 9 20:16:49 PDT 2008)> If you have any other questions, don’t hesitate to chat back for more assistance, we work 24/7. For additional assistance, our FAQ section is a great resource; just visit www.comcast.net and select help. Thank you for choosing Comcast. We appreciate your business. Good bye.

Me(Sat Aug 9 17:15:46 PDT 2008)>by all means add the whole chat

I am posting this in hopes Comcast will realize how bad they screwed up a customers livelihood over their mistake, The only things edited was my name, phone number and email, and I would love to have Comcast try and respond to this and if they dont than I gusse we will go to DSL.