Comcast Poor TV Signal Complaint

I thought it would be appropriate to post a good review of Comcast support.

Today I tried to watch my usual Tuesday “The Office” hour and found the HD so choppy that it was unwatchable.  Thankfully we use Netflix and were able to watch the episodes online.  After watching the show I decided to try to call Comcast.  After two attempts going straight to a message that they are unable to take my call (does Comcast even offer phone support anymore) I went online.  This experiance went well and was very timely.  I joined the chat room at #10 in the queue.

user Zane has entered room

Zane(Tue Jun 24 2008 23:13:14 GMT-0400 (Eastern Daylight Time))>
Many cable channels are fuzzy.  Many digital HD channels are extreamly choppy

analyst Kris has entered room

Kris(Tue Jun 24 2008 23:20:13 GMT-0400 (Eastern Daylight Time))>
Hello Zane, Thank you for contacting Comcast Live Chat Support. My name is Kris. Please give me one moment to review your information.

Kris(Tue Jun 24 2008 23:20:14 GMT-0400 (Eastern Daylight Time))>
I will be happy to assist you with your questions today.

Kris(Tue Jun 24 2008 23:20:19 GMT-0400 (Eastern Daylight Time))>
I apologize for the inconvenience, I can understand your frustration.

Kris(Tue Jun 24 2008 23:20:20 GMT-0400 (Eastern Daylight Time))>
Please give me a minute while I pull up your account.
Zane(Tue Jun 24 2008 23:21:51 GMT-0400 (Eastern Daylight Time))>

Kris(Tue Jun 24 2008 23:21:28 GMT-0400 (Eastern Daylight Time))>
May I know your account number please?

Zane(Tue Jun 24 2008 23:22:26 GMT-0400 (Eastern Daylight Time))>

Zane(Tue Jun 24 2008 23:23:08 GMT-0400 (Eastern Daylight Time))>
Does Comcast know their telephone support is completely nonfunctional

Kris(Tue Jun 24 2008 23:22:59 GMT-0400 (Eastern Daylight Time))>
I will report that issue.
Kris(Tue Jun 24 2008 23:23:01 GMT-0400 (Eastern Daylight Time))>
I apologize for the inconvenience, I can understand your frustration.

Kris(Tue Jun 24 2008 23:23:09 GMT-0400 (Eastern Daylight Time))>
Can you please check to make sure that all of your cable connections are tight please? If you also have a splitter, please check it as well.

Zane(Tue Jun 24 2008 23:23:37 GMT-0400 (Eastern Daylight Time))>
thank you

Zane(Tue Jun 24 2008 23:25:34 GMT-0400 (Eastern Daylight Time))>
Are you still looking up my account?

Kris(Tue Jun 24 2008 23:25:18 GMT-0400 (Eastern Daylight Time))>
I got it.

Kris(Tue Jun 24 2008 23:25:21 GMT-0400 (Eastern Daylight Time))>

Kris(Tue Jun 24 2008 23:25:24 GMT-0400 (Eastern Daylight Time))>
For identification, could you please verify the last 4 digits of the Social Security Number listed on the account?

Zane(Tue Jun 24 2008 23:26:01 GMT-0400 (Eastern Daylight Time))>

Kris(Tue Jun 24 2008 23:25:41 GMT-0400 (Eastern Daylight Time))>
Thank you!

Kris(Tue Jun 24 2008 23:25:55 GMT-0400 (Eastern Daylight Time))>
Can you please take a moment and unplug the box from your power source for 30 seconds then plug it back in?

Zane(Tue Jun 24 2008 23:26:54 GMT-0400 (Eastern Daylight Time))>
Sure.  My box is downstairs so you may want to tell me the next couple steps so I can do as many as possible before returning

Zane(Tue Jun 24 2008 23:27:09 GMT-0400 (Eastern Daylight Time))>

Kris(Tue Jun 24 2008 23:27:00 GMT-0400 (Eastern Daylight Time))>
No problem.

I accidentally knock the internet offline while unplugging the cable box
analyst Kris has left room
user Zane has left room
analyst Kris has entered room
user Zane has entered room

I run upstairs to check to see if I have to start over again (Doh!).  OMG, I don’t !  Sweet!
Kris(Tue Jun 24 2008 23:29:19 GMT-0400 (Eastern Daylight Time))>
Still the same issues?

Zane(Tue Jun 24 2008 23:29:57 GMT-0400 (Eastern Daylight Time))>

Kris(Tue Jun 24 2008 23:29:39 GMT-0400 (Eastern Daylight Time))>
Please make sure that the box is turned on.

Kris(Tue Jun 24 2008 23:29:43 GMT-0400 (Eastern Daylight Time))>
send a hit signal.

Zane(Tue Jun 24 2008 23:30:11 GMT-0400 (Eastern Daylight Time))>
I knocked off the internet

Zane(Tue Jun 24 2008 23:30:19 GMT-0400 (Eastern Daylight Time))>
ok, one sec

Kris(Tue Jun 24 2008 23:30:50 GMT-0400 (Eastern Daylight Time))>
I will now send a hit signal.

Kris(Tue Jun 24 2008 23:32:12 GMT-0400 (Eastern Daylight Time))>
I have sent a signal to your digital box. Can you please check to see if this has resolved your issue?

Zane(Tue Jun 24 2008 23:34:37 GMT-0400 (Eastern Daylight Time))>
That seemed to fix it

Zane(Tue Jun 24 2008 23:34:55 GMT-0400 (Eastern Daylight Time))>
Thank you for your support

Kris(Tue Jun 24 2008 23:34:37 GMT-0400 (Eastern Daylight Time))>
You are welcome.

Kris(Tue Jun 24 2008 23:34:39 GMT-0400 (Eastern Daylight Time))>
Is there anything else I could assist you with today?

Zane(Tue Jun 24 2008 23:35:16 GMT-0400 (Eastern Daylight Time))>
No.  Thank you.

Well Done Comcast!  This post is your reward for good support!  Keep it up!


One thought on “Comcast Poor TV Signal Complaint

  1. My cable doesn’t work AGAIN. I have had comcast to the house at least 5 times since I got the new DVR box. Now I come home to find I have no sound at all, just a picture. Each time they come to check out the myriad problems I’ve ha,d it’s a different diagnosis. And each time the technician causes some damage to my house. The initial installation involved leaving a huge black mark on my freshly painted wall and mud all over my carpet. The last time they were here they left the outside box a mess and didn’t even seal it again. The technician is usually here forever because they are on hold with comcast themselves. One guy ate his lunch here while waiting for them to answer the phone. You know it’s bad when they can’t even get through.

    I’ve told them that I think the DVR box is bad because my other cable connections in the house work fine. But NOOOO, instead they go outside and jiggle some cables and tell me everything is fine. If I had anywhere at all else to go, I would change service immediately. I HATE COMCAST!!!!

Leave a Reply

Fill in your details below or click an icon to log in: Logo

You are commenting using your account. Log Out /  Change )

Google photo

You are commenting using your Google account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s