Comcast Technical Support...

[Scarpozzi]

So I called 1800 Comcast and went through the menus... I choose tech support for high speed internet and that I need to speak with a tech support person.....then the phone just rings and rings...no music or anything. Does anyone have a direct line? My prob is that my bandwidth fluctuates between 5.7Mbit/sec to 31kbits/sec depending what time of day it is.... Someone's downloading PRON in my neighborhood and I want them to kick the abuser.

 

[Anubis]

i just call the 1800 number, worked for me when i had to call them, when my service went out

 

[EyeMWing]

The 800 number transfers you to your LOCAL Comcast support center. Sounds like your local isn't doing their job.

And they won't do what you want to anyway, so save yourself the time. Speeds are not guaranteed.

 

[MustISO]

I've always had luck with the 800 #. Lucky for me my BW is totally stable.

P.S. There's usually only 4-6 houses per hub so you should be able to narrow it down. No one on my street rapes the BW like I do.

 

[chronokefka]

Originally posted by: Scarpozzi
So I called 1800 Comcast and went through the menus... I choose tech support for high speed internet and that I need to speak with a tech support person.....then the phone just rings and rings...no music or anything. Does anyone have a direct line? My prob is that my bandwidth fluctuates between 5.7Mbit/sec to 31kbits/sec depending what time of day it is.... Someone's downloading PRON in my neighborhood and I want them to kick the abuser.

1-888-793-0800 might work. Can't guarantee anything. I don't even have an internal transfer number back into my own queue and this was the only one I could find...you didn't get it from me though. Very little chance of others getting kicked off. Our 'required steps' for speed issues are check signal strengths, ping, clean cache/cookies/temp, power cycle modem, reboot computer, reping. If anything shows problems we can then send out a technician, but the entire thing usually leads to a "Your speed is within acceptable ranges" so make sure you call in when your speed is low. Good luck.

Originally posted by: EyeMWing
The 800 number transfers you to your LOCAL Comcast support center. Sounds like your local isn't doing their job.

And they won't do what you want to anyway, so save yourself the time. Speeds are not guaranteed.

The number is 'supposed' to, but all of us at 3rd party call centers(mostly NuComm here in Canada) get the overflow volume from the local tier queues. It's not busy at all here(only 3 of our agents in this office are on calls) so it shouldn't be too long of a wait on hold if you do get into a queue (20 minutes tops).

 

[imported_goku]

Maybe you should get a different provider? This stuff never happens on DSL FYI, maybe another cable company? I switched come crapcast and haven't been happier.

 

[aplefka]

Originally posted by: chronokefka

Originally posted by: Scarpozzi
So I called 1800 Comcast and went through the menus... I choose tech support for high speed internet and that I need to speak with a tech support person.....then the phone just rings and rings...no music or anything. Does anyone have a direct line? My prob is that my bandwidth fluctuates between 5.7Mbit/sec to 31kbits/sec depending what time of day it is.... Someone's downloading PRON in my neighborhood and I want them to kick the abuser.

1-888-793-0800 might work. Can't guarantee anything. I don't even have an internal transfer number back into my own queue and this was the only one I could find...you didn't get it from me though. Very little chance of others getting kicked off. Our 'required steps' for speed issues are check signal strengths, ping, clean cache/cookies/temp, power cycle modem, reboot computer, reping. If anything shows problems we can then send out a technician, but the entire thing usually leads to a "Your speed is within acceptable ranges" so make sure you call in when your speed is low. Good luck.

Oh, so you're one of them? I hope you burn.

 

[Gooberlx2]

1800comcast

 

[chronokefka]

Originally posted by: aplefka

Originally posted by: chronokefka

Originally posted by: Scarpozzi
So I called 1800 Comcast and went through the menus... I choose tech support for high speed internet and that I need to speak with a tech support person.....then the phone just rings and rings...no music or anything. Does anyone have a direct line? My prob is that my bandwidth fluctuates between 5.7Mbit/sec to 31kbits/sec depending what time of day it is.... Someone's downloading PRON in my neighborhood and I want them to kick the abuser.

1-888-793-0800 might work. Can't guarantee anything. I don't even have an internal transfer number back into my own queue and this was the only one I could find...you didn't get it from me though. Very little chance of others getting kicked off. Our 'required steps' for speed issues are check signal strengths, ping, clean cache/cookies/temp, power cycle modem, reboot computer, reping. If anything shows problems we can then send out a technician, but the entire thing usually leads to a "Your speed is within acceptable ranges" so make sure you call in when your speed is low. Good luck.

Oh, so you're one of them? I hope you burn.

I'm third party! I hate ComCast as much as anyone else, but this is a job, and I need to live. It's either tech support or billing...and I don't like explaining bills to people from Montgomery County.

 

[EyeMWing]

Originally posted by: chronokefka

Originally posted by: aplefka

Originally posted by: chronokefka

Originally posted by: Scarpozzi
So I called 1800 Comcast and went through the menus... I choose tech support for high speed internet and that I need to speak with a tech support person.....then the phone just rings and rings...no music or anything. Does anyone have a direct line? My prob is that my bandwidth fluctuates between 5.7Mbit/sec to 31kbits/sec depending what time of day it is.... Someone's downloading PRON in my neighborhood and I want them to kick the abuser.

1-888-793-0800 might work. Can't guarantee anything. I don't even have an internal transfer number back into my own queue and this was the only one I could find...you didn't get it from me though. Very little chance of others getting kicked off. Our 'required steps' for speed issues are check signal strengths, ping, clean cache/cookies/temp, power cycle modem, reboot computer, reping. If anything shows problems we can then send out a technician, but the entire thing usually leads to a "Your speed is within acceptable ranges" so make sure you call in when your speed is low. Good luck.

Oh, so you're one of them? I hope you burn.

I'm third party! I hate ComCast as much as anyone else, but this is a job, and I need to live. It's either tech support or billing...and I don't like explaining bills to people from Montgomery County.

Montgomery County, MD? If so, I feel your pain.

 

[aplefka]

Originally posted by: chronokefka

Originally posted by: aplefka

Originally posted by: chronokefka

Originally posted by: Scarpozzi
So I called 1800 Comcast and went through the menus... I choose tech support for high speed internet and that I need to speak with a tech support person.....then the phone just rings and rings...no music or anything. Does anyone have a direct line? My prob is that my bandwidth fluctuates between 5.7Mbit/sec to 31kbits/sec depending what time of day it is.... Someone's downloading PRON in my neighborhood and I want them to kick the abuser.

1-888-793-0800 might work. Can't guarantee anything. I don't even have an internal transfer number back into my own queue and this was the only one I could find...you didn't get it from me though. Very little chance of others getting kicked off. Our 'required steps' for speed issues are check signal strengths, ping, clean cache/cookies/temp, power cycle modem, reboot computer, reping. If anything shows problems we can then send out a technician, but the entire thing usually leads to a "Your speed is within acceptable ranges" so make sure you call in when your speed is low. Good luck.

Oh, so you're one of them? I hope you burn.

I'm third party! I hate ComCast as much as anyone else, but this is a job, and I need to live. It's either tech support or billing...and I don't like explaining bills to people from Montgomery County.

Hahaha well I didn't mean you personally. I mean your higher-ups. They've designed the perfect circuituous system in which nothing gets solved and customers get pissed.

 

[chronokefka]

Originally posted by: EyeMWing
Montgomery County, MD? If so, I feel your pain.

Yes...Montgomery, Baltimore, RichmondVA,Albequerque,Prince William and Arlington.
But that's the only places where we here do billing.
HSI tech is basically the entire ComCast cust base using the CableData/CSG databases. Majority of my calls are Arizona and Jersey though, with some Maryland calls once in a while. No Florida or Philadelphia thankfully. It's not enjoyable at all...
I want there to be a law requiring a written and practical exam in order to have HSI in your home. I'm sick and tired of people who don't even know what a modem is...or how to use a mouse...or how to get past the windows login screen...

[EDIT]

Originally posted by: aplefka
Hahaha well I didn't mean you personally. I mean your higher-ups. They've designed the perfect circuituous system in which nothing gets solved and customers get pissed.

Yes..it's called TTS/Remedy...the most broken system for HSI support I think could possible exist. Nothing ever works, it's slow as molasses, and I haven't even been able to log in for the last week. CableData(the account database) is just as slow, but hasn't crashed since we got the new data centre...and our call logging system is a nightmare...28MB of Visual C++ code accessing mySQL databases.

Our call-flow is pretty bad though, and makes people VERY angry when they need something the lower reps can't do(modem additions, tech contact, account rebuild, OTG, SROs, etc) and have to wait on hold for 30 minutes to get to the supervisors desk after already waiting on hold for 30 minutes to get through to someone else. And even then, the sups can't do much more than the Tier 1.5 reps can.

I even had someone threatening a class action lawsuit yesterday since her entire township has intermittient connection and it hasn't been fixed in the last 6 weeks. Something about fraud for charging for something not received and some other random whining.

Working for ComCast has been some of the most stressful times in my life, but at least I get a good laugh from some of the idiots I deal with on a daily basis.

 

[aplefka]

Originally posted by: chronokefka

Originally posted by: EyeMWing
Montgomery County, MD? If so, I feel your pain.

Yes...Montgomery, Baltimore, RichmondVA,Albequerque,Prince William and Arlington.
But that's the only places where we here do billing.
HSI tech is basically the entire ComCast cust base using the CableData/CSG databases. Majority of my calls are Arizona and Jersey though, with some Maryland calls once in a while. No Florida or Philadelphia thankfully. It's not enjoyable at all...
I want there to be a law requiring a written and practical exam in order to have HSI in your home. I'm sick and tired of people who don't even know what a modem is...or how to use a mouse...or how to get past the windows login screen...

And you can't lash out on them because the calls are recorded and/or monitored aren't they?

 

[chronokefka]

Originally posted by: aplefka

Originally posted by: chronokefka

Originally posted by: EyeMWing
Montgomery County, MD? If so, I feel your pain.

Yes...Montgomery, Baltimore, RichmondVA,Albequerque,Prince William and Arlington.
But that's the only places where we here do billing.
HSI tech is basically the entire ComCast cust base using the CableData/CSG databases. Majority of my calls are Arizona and Jersey though, with some Maryland calls once in a while. No Florida or Philadelphia thankfully. It's not enjoyable at all...
I want there to be a law requiring a written and practical exam in order to have HSI in your home. I'm sick and tired of people who don't even know what a modem is...or how to use a mouse...or how to get past the windows login screen...

And you can't lash out on them because the calls are recorded and/or monitored aren't they?

Yes..always recorded. But I do get to enjoy the irate retention calls anyway. Sending them down to local then listening in on the line while the LOCAL rep yells at the customer for 10 minutes. It's not too bad because of that...but the mute button helps to blow off some steam when the custs do piss me off. Like the hundreds of people I've talked to and said 'Don't touch the modem, I have to update the files on it"... 10 seconds later, the modem is offline and the cust claims "I thought I would powercycle the modem while I waited"
And all the people who don't know the basics of using a computer at all. "I just got my Dell...and I'm at this screen that says Welcome to Windows..." I just want to rip the phone out of the wall.

 

[toekramp]

i live in prince william and right now comcast is pissing me off. I'm supposed to get 8meg down /768k up but this past week has been worthless. I top @ 4 meg down, and probably 64k up...and my modem reboots every 20 mins or so! awesome they are coming tomorrow to check it out

 

[OdiN]

Here is how you get ahold of them.

Draw a 6-pointed star with a circle in the middle and place the phone inside. Place 6 candles, one at each point of the star and light them up. Dance around and mutter some stuff in latin before dialing the number.

 

[compudog]

I have never, in five years, had to call Comcast for any sort of support. It has worked as advertised since day one.













I'm doomed now, aren't I???