More Why Comcast Continues to SUCK – Still Don’t Get It

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This transcript taken from a support call I made asking why I continued to be billed for set top devices I have not had in over 4 years. It starts with a lengthy explanation of the situation which the service rep gets wrong right off the bat.

I then start asking if they can simply ping a box and find out where it is.

Can I what????I don’t even know what you are asking.

So after 30 minutes exchanging serial numbers of device I do not have, that are on my monthly bill, she tell me that she removed them. That would be the devices I still physically have.  90 minutes to remove two set top boxes I do not own, and I bet they will be on my bill when it arrives in September.

Here is the transcript including that of the supervisor. Maybe Comcast will read this. It is a lot long in terms of a read, but it also illustrates the problem with Comcast, and why they suck.

Rahul: I am transferring you now the Cable TV department

JEFFREY_: thank you

Rahul: You are most welcome.

Rahul: Please wait, while the problem is escalated to another analyst

JEFFREY_: My Issue: I pay $64/month for internet. You advertise that as Blast yielding up to 50Mb/s, however, multiple speed tests from you and other providers clearly indicate bandwidth limiting at about 28 Mb/s. Why?

user JEFFREY has entered room

analyst Jan has entered room

Waiting for response from Rahul

analyst Rahul has left room

Jan: Hi Jeffrey.

Jan: It is a pleasure to have you on chat! I hope you are doing fine today.

JEFFREY_: im ok…..

JEFFREY_: this is a cable tv equipment question

JEFFREY_: you can see by my account, you think i have six devices of varying types

JEFFREY_: I have one DVR

JEFFREY_: and I have three DtA

JEFFREY_: but you show six on my account in total

JEFFREY_: are you with me so far

Jan: Yes Jeffrey.

JEFFREY_: i want to know if your management software, as you ping the device, reveals PHYSICALLY where in the county it is……because two of these devices are not here in my house

Jan: Let me go ahead and pull up your account so we could take care of this, please give me a minute to pull up your account, would this be okay with you?

JEFFREY_: yes

Jan: For security purposes, may I please have your complete address and the last four digits of SSN?

JEFFREY_: xxxxxxxxxxxxx Marietta, Ga 

JEFFREY_: bottom line is i am paying $4/month for devices i do not have

Jan: Thank you for providing that information.

Jan: Upon checking here, you have 6 cable boxes on your account. May I please have the serial number that you currently have so I could remove the other device on your account?

JEFFREY_: well, it is midnight and i am not going to traps throughout he house to collect those now.

JEFFREY_: my equipment is in my account detail

JEFFREY_: the question is, can you ping the box and know where it is

JEFFREY_: if you can, and you ping all six, you would see that two of them are located in another portion of your cable plant……not in Marietta

JEFFREY_: can you do that

JEFFREY_: try this one PAEH10879781

JEFFREY_: and this one PAEH10879755

JEFFREY_: those are DTAs

Jan: That serial number is registered on your account as DTA box. That is the box that you currently have with DVR, right?

Jan: May I know the other DTA serial number please?

JEFFREY_: read above

JEFFREY_: Serial Number: M10733TCD213 MAC Address: 00:00:16:02:53:21 More information about your Cable Box : DVR 1 Make & Model: MOTOROLA DCH3416R

JEFFREY_: that is my only DVR

Jan: Yes, I have read it and you said you have one DVR and three DtA

JEFFREY_: yes…my bill shows six devices

JEFFREY_: 1 dvr

JEFFREY_: 2 dta

Jan: I am asking for the serial number of your other DTA Box since you are telling me you have 3

JEFFREY_: and 2 MOTOROLA PC110RFR

JEFFREY_: i gave it to you…..scrol up

JEFFREY_: : try this one PAEH10879781 JEFFREY_: and this one PAEH10879755

Jan: I see. Awhile ago you tell me you have 3 DTA and 1 DVR. Thank you for clarifying it!

JEFFREY_: i have the following in my house….stay with me here…..

JEFFREY_: Serial Number: M10733TCD213 MAC Address: 00:00:16:02:53:21 More information about your Cable Box : DVR 1 Make & Model: MOTOROLA DCH3416R Manual Troubleshoot

JEFFREY_: one of these

Jan: Thank you.

JEFFREY_: Serial Number: PAEY01585405 MAC Address: 00:00:02:cb:ea:0a More information about your Cable Box : bedroom Make & Model: MOTOROLA PC110RFR Manual Troubleshoot

JEFFREY_: three of those

JEFFREY_: Serial Number: PAEH10879781 MAC Address: 00:be:01:aa:93:6e More information about your Cable Box : TV 4 Make & Model: MOTOROLA PACEDTA Manual Troubleshoot

JEFFREY_: none of those

JEFFREY_: i have no PACEDTA in the house, but you show two on my bill

JEFFREY_: I have four total devices for TV

JEFFREY_: you are billing me for six

Jan: May I know where is the cable boxes?

JEFFREY_: back to my question……can you king the serial number or the mac address of the PACEDTA, either one of these and tell me where it is

JEFFREY_: Jan, I just listed where these are

JEFFREY_: if this is too hard, get me to a supervisr

Jan: I am reviewing your account, may I know where is the cable boxes? you have this boxes before right? That is the reason why it was added on your account.

JEFFREY_: i have four of these devices in my home in Marietta,

JEFFREY_: i do not have the other two devices, the PACEDTA….I do not have these

Jan: Thank you.

JEFFREY_: please reply to my question. Can you ping a box and know where it is located?

JEFFREY_: can you tell, where in your plant it thinks it is?

Jan: Please allow me to search.

Jan: Please….

Jan: I tried searching the location of the box but it keeps telling me that the box is with your address since it is registered on your account.

Jan: I am now removing the other boxes registered on your account.

JEFFREY_: so the mac address and serial are useless for troubleshooting?

Jan: No

JEFFREY_: the DtAs right?

JEFFREY_: only the PACEDTA

Jan: We process troubleshooting if cable box is not working.

JEFFREY_: if you send a reboot to the DTA, does it reply with ANY data about where it is

Jan: It is not Jeffrey. Only our local office can locate the cable box.

JEFFREY_: these DTAs were stolen from my home when I lived in Woodstock, GA

Jan: I am using the serial number to identify which box is yours.

JEFFREY_: I previously reported this several times

JEFFREY_: but I continue to get billed

Jan: Thank you for providing that information.

Jan: I am now removing this boxes on your account.

JEFFREY_: i believe them to still be in Woodstock, GA

Jan: Thank you.

Jan: Would you mind waiting for a minute or two while I finish it? I would greatly appreciate it.

JEFFREY_: so these two serials: PAEH10879781 and PAEH10879755 should come off

JEFFREY_: yes

Jan: That is correct!

Jan: I’ve successfully remove this boxes on your account.

JEFFREY_: stand by please

Jan: These are the serial number of the cable box that we will be charging you: M10733TCD213PAEH10879781PAEH10879755

Jan: DVR and 2 DTA boxes

JEFFREY_: no no no no

JEFFREY_: you have it wrong

JEFFREY_: PAEH10879781 and PAEH10879755 should come off

JEFFREY_: I DO NOT HAVE THESE DEVICES

JEFFREY_: do you want me to tel you again or can i speak to a supervisor that can read and liste

Jan: Just provide me the serial number of the boxes that you have please?

Jan: These are the boxes that needs to be removed: PAEH10879781 and PAEH10879755

JEFFREY_: yes

JEFFREY_: DVR STAYS Serial Number: M10733TCD213 MAC Address: 00:00:16:02:53:21

JEFFREY_: cable box stays

JEFFREY_: Serial Number: PAAN00761727 MAC Address: 00:00:01:32:cb:be

Jan: Thank you.

JEFFREY_: Serial Number: PAEY01585405 MAC Address: 00:00:02:cb:ea:0a

JEFFREY_: cable box stays

Jan: These are the serial number that will stay on your account: M10733TCD213, PAAN00761727 and PAEY01585405

JEFFREY_: Serial Number: PAEY00440669 MAC Address: 00:00:02:51:ba:59

JEFFREY_: als stays

JEFFREY_: cable box

Jan: Thank you.

JEFFREY_: three cable boxes, one DVR………NOT DTR

Jan: Upon checking here, Serial Number: PAEY00440669 MAC Address: 00:00:02:51:ba:59 is not registered on your account.

JEFFREY_: Why is it on my equipment page on my bill?

Jan: Can you please check your boxes now? I just arrange it.

Jan: I found kit.

JEFFREY_: there is no change to this page. Will this take a supervisor to fix? DO I need somebody to come out here and see how many boxes I have and what kind? We have been discussing this for 90 minutes

Jan: I found it. Please give me a minute.

JEFFREY_: can we connect to an Atlanta area tech support who can ping the serial numbers?

Jan: Please try to check, I’ve successfully updated your cable boxes.

JEFFREY_: no change on the page

Jan: Please try to close it and open it again to refresh the page

JEFFREY_: i physically looked at two of the three and they are not MOTOROLA PACEDTA

JEFFREY_: i did refresh the page

JEFFREY_: supervisor pleasr

JEFFREY_: enough time wasted

Jan: I am aware of your frustration and I want to get this resolved for you. Are you willing to give me one opportunity to resolve your issue for you?

JEFFREY_: somebody that can ping a box please

JEFFREY_: it has been over an hour

JEFFREY_: i am not sure you even know what i have asked, in complete confidence

Jan: I understand. I do apologize for this inconvinience Jeffrey but we don;t have an option to ping a box and locate where it is.

JEFFREY_: then you choose to just randomly invoice customers and HOPE THEY PAY??????

JEFFREY_: for equipment they don’t have and you can’t prove I do?

JEFFREY_: this is off the rails

JEFFREY_: what can you do in the next five minutes that you have not been able to do in an hour

Jan: I completely understand, I see that these boxes is still registered on your account and that is the reason why there’s a charge.

JEFFREY_: this is where we started this conversation

Jan: I already corrected it and the boxes that you want to stay was already on your account.

JEFFREY_: and why I asked an hour ago, how to ping them

Jan: I’ve removed the cable boxes that was stolen on your account.

JEFFREY_: you can ping them to troubleshoot and reset when customers call in with complaints.

JEFFREY_: why can you not do this now?

Jan: Yes, we can send signal but there’s no option to see if where is the location of the box.

JEFFREY_: and if you removed them, why are they still on my page

Jan: Are you looking at your online account?

Jan: The device was already on a “Disabled” Status

JEFFREY_: there is a very complex systems at work here. MacAddresses ware unique to the box. You can individually signal each box based on that address, and thus know where in the physical world this box is……….

JEFFREY_: where does it say disabled.

Jan: I’ve already remove the boxes that you want me to remove.

JEFFREY_: bill didn’t change……list of equipment changed in no way. And in 30 days, when I get the next bill, I have to do this again?????

JEFFREY_: I want a technical supervisor in the ATLANTA area please

Jan: It will be reflected on your next billing cycle.

Jan: I feel for you since if I will be in your situation, I would also feel the same way. Please stay connected. I will be connecting you to the available supervisor. Thank you.

JEFFREY_: if it is not, i will present this entire thread to the corporate help office. I have spoken to them many times

Jan: Sure thing. I am positive that I did what you wanted.

JEFFREY_: i still would like the technical supervisor…….not another analyst

Jan: Please stay connected to the chat. Thank you.

Jan: Please wait, while the problem is escalated to another analyst

user JEFFREY has entered room

analyst Arlene has entered room

JEFFREY_: My Issue: I pay $64/month for internet. You advertise that as Blast yielding up to 50Mb/s, however, multiple speed tests from you and other providers clearly indicate bandwidth limiting at about 28 Mb/s. Why?

Waiting for response from Jan

Arlene: Hi Jeffrey!

analyst Jan has left room

Arlene: This is Arlene.

JEFFREY_: hello

Arlene: Comcast Supervisor. How can I help?

JEFFREY_: do you have the transcript?

Arlene: I have. Let me review it for you.

JEFFREY_: no need to bother with the issue about internet speed. I won’t get an answer on that here either. move down to the part about being billed for equipment I do not have

Arlene: I am still reviewing the transcript. Sorry to keep you waiting.

JEFFREY_: let’s cut to the chase

JEFFREY_: an hour on with Jan…..I ask about hardware I do not own but shows up on my bill

JEFFREY_: she looks, and after 30 minutes, agrees to remove them

JEFFREY_: except removes the wrong devices

JEFFREY_: and cannot seem to grasp that the 2 serial numbers I gave several times are the ones in question

Arlene: As I check your account. The equipment was alreday corrected by Jane.

JEFFREY_: SO i ask, can you not simply ping the box, and from data in the response, determine physically where in your network it is. We do this all the time locating servers and workstations to specific switches and thus, regional locations. SO that is still my question, an hour and 20 minutes into this conversation.

Arlene: I just want to confirm if you want to ping the cable boxes?

JEFFREY_: i want to know if you can do it. Nobody seems to be able to answer this simple question

JEFFREY_: your database should reveal, in what state, what county, what town….maybe what street

Arlene: Unfortunately, we won’t be able to ping cable boxes. We can only ping your cable modem though.

JEFFREY_: based on the MAC Address and the serial number

JEFFREY_: you can signal each and every cable box to allow channel lineups to change.

JEFFREY_: you don;t know where those boxes are?

Arlene: That’s right!

Arlene: We don’t have option to ping the boxes.

JEFFREY_: and you can turn those boxes on and off, right?

Arlene: Correct!

Arlene: I believe you want to ping the missingboxes, right?

JEFFREY_: the two she removed from my bill, i have been paying for. I an not paying any more. Turn them off.

JEFFREY_: yes, I want to know who has them and why am i paying for them.

JEFFREY_: this has been an almost 90 minute conversation to get to this point. WHY?

Arlene: Definitely, I will be the one to process that for you.

JEFFREY_: it isn’t a hard question.

Arlene: That is what we are working on right now. I am creating a ticket to further investigate where the boxes are.

JEFFREY_: just turn them off and take them off my bill. they were stolen years ago, and I reported it to Comcast at least twice and at least twice I was told they would come off.

Arlene: Sorry for all the trouble Jeffrey.

Arlene: Your ticket number 024028008 has been submitted. This ticket addresses your EQUIPMENT RESEARCH issue.

Arlene: One of our team members will contact you about this issue by: Wednesday August 27, 1: 17 AM

Arlene: We estimate that this issue will be resolved by: Wednesday August 27

JEFFREY_: so I have to go over this all again

JEFFREY_: and again

JEFFREY_: and again

Arlene: I understand how frustrating this is to Jeffrey. Rest Assured this will be straightened out and your bill will be adjusted.

JEFFREY_: thank you…..i think we are finished here.

Arlene: You are most welcome.

Arlene: I really appreciate working with you today. Is there anything else that I can assist you with? I am more than glad to help you out further.

JEFFREY_: No….I had three issues and struck out on all three

JEFFREY_: for now.

JEFFREY_: I am done

Arlene: Thank you Jeffrey. Good night!

Arlene: It was a pleasure assisting and chatting with you today! Have a great day and thank you for choosing Comcast. If you have any further questions, please do not hesitate to give us a call at 1-877-870-4310 or visit us at http://www.comcast.net for technical support. We appreciate your business!

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Beautiful, skillfull
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More Why Comcast Sucks

Beats the wasteland known as Xfinity
Beats the wasteland known as Xfinity
I have digital preferred, Internet and four adapters (1 a dvr). My freaking bill is $200/month. There are, I dunno, 400 channels……of wasted bandwidth. I watch MAYBE ten channels. All of those are HD. I NEVER watch standard definition anymore. Who the hell does?

So why will Comcast NOT offer an HD tier only? It is so insane. Others have tried to sue cable providers to allow for ala cart service. The monopolies won’t allow it. You have to take it ALL to get the few you will actually watch.

SO, Comcast……this is the last straw. I will seriously consider dumping all your TV so called service in favor of internet only access to 90% or better, programming I want.

You are such idiots. Or maybe evil brilliance, raping and pillaging your customers. That’s right YOUR CUSTOMERS. The ones you should be grateful to have.

Comcast Blows

Why does my modem randomly drop service and refuse to reconnect? I reboot in sequence…..four, five times….then, it suddenly starts working. As mysteriously as it quit. It works for weeks on end, then I get days and days of this crap. I call the help line and they haven’t a clue. More over, they aren’t interested in helping. They can’t help. They don’t understand the problem. You don’t care to understand the problem.

Comcast, you really do suck.

http://en.wikipedia.org/wiki/Comcast
http://www.dslreports.com/shownews/94611
http://www.bloggingbroadband.com/?p=144

I can’t disagree with these sites at all. I know they are 18 months or more old, but the issues remain. You suck. You don’t get it.

Jeff Carlson
Woodstock, Ga

Comcast – Still No Sense

OK, let’s end the year with one last illustration that shows why Comcast still doesn’t get it.

Despite the active advertising campaign that attempts to convince you that they care, they are working to provide the best, qualified support, they clearly cannot.

Dec. 30th, 2009 I tuned to local Comcast channel 858, which happens to be TrueTV HD. Behold, no audio. I tuned to the standard definition channel and all was fine. So, time for the dreaded call to the Customer-No-Service line. I decided to try something different this time. Rather than select residential service, I tried commercial service. Seems it is the same person. When I explain the problem, and that they have an issue at the headend, they want to set up a service call. I insisted on speaking to a tech. I got in touch with Les Apt. Actually, his name was Robert. He tells me the HD pvr does this now and then. Really? Selectively fails to output audio on ONE channel? After he reboots my box and I tell him there was no change (no surprise) he tells me he has to open an internal ticket.

In the meantime, I emailed some engineering colleagues on the inside of TBS. They confirm that Comcast has done this before. A few phone calls to Comcast behind the secret curtain and they admit that in fact, they are working on the systems. In fact, multiple TBS networks have no audio.

Turns out they have rolled out these channels to only six or seven of the thirteen hubs in the Atlanta metro area, and work was in progress. So here is the issue. Why is the call center, the first touch for EVERY CUSTOMER, so completely unaware of any of this? Why can Comcast NOT COMMUNICATE to their own support team the status of build out and ongoing work on major sections of the system?

By the way, the audio was restored with in a very short time after the email and phone calls. Yet, and 8:14 AM, the high speed, low drag dispatcher is calling to see if I am going to be home for my service call between 8 and 11 AM. Brilliant. Absolutely, brilliant.

So you see, despite the meek, publicly advertised attempt at improving service, it won’t happen. It won’t happen because Comcast fails to understand the term customer service, fails to train their staff and fails miserably in their attempt to communicate.

You the, the Comcast Customer, lose again. Just keep sending them the money.

Comcast – Again and Continuing

So, lousy internet performance. Downloads that start sort of quick and fall off immediately. Over the weekend, I tried to download an Apple utility. 14MB in size. It would get about 1/3 way into it and drop to about 15kb/sec…..then stop.

On the phone, the Comcast employee pings the modem and reveals 20% or better packet loss. So now, do I wait for the cable guy? Or go to the dreaded store?

Off to the store. I am met by Comcast’s FINEST….Ms. Personality. Scowl on her faced the whole time. Does she hate her job? Her co-workers? Or just the fact that she is alive. My God what a bitch. In fact, all of them in the store were scowling….nasty, nasty people.

Ok, get the new modem, just like the old modem. Hookit up and what do I get? Well, downloads that don’t stop anyway. But they are about 1/3 the speed Comcast tells me I should be getting.

Speak Easy Atlanta server hits at about 5mb/sec download and about 3.5mb/sec upload. New York hits about 6.3 down and about 4.5 up. Comcast says I should be getting 12 – 15 mb/sec. At least that’s what I am paying for.

Another satisfied customer…….not. Why does Comcast suck at everything they do?