COMCAST urged us to go to a higher tier of service even though they knew we could never get the faster speeds with our equipment and now say we should rent form them (or buy) more expensive equipment we don't heed---we pay for 105 mbps and only get 12-15 down and 4-6 up----we should not be and should never have been on the Blast plan----they trick customers --lie to customers---tell them to go to the office to exchange a box---put it in the notes (Aug 10-11 -12 ) and then no one will look up notes....so you have to go back----it is hours and hours of wasted time and chats with people who have no idea what they are doing....
.they have billed us for services we could never have and have done so with malice and the intention to commit fraud--they have blunted every attempt to rectify the billing..
..and continue to urge us to buy or rent from them the equipment which would take the higher speeds we do not need or use
we don't need to upgrade ---we need to go back to paying for "more than we could get with what we have way back when" and "stop paying for WAY more than we can get"
it's not right and can't be legal for CC to make you pay for what you can't get
user tom has entered room
analyst May has entered room
May: Hello tom_, Thank you for contacting Comcast Live Chat Support. My name is May. Please give me one moment to review your information.
May: My pleasure to have you on this chat, I will gladly assist you with your concern for today. I hope you're doing well today.
tom_: My Issue: what is the speed I pay for?
May: Hello, Tom.
May: I understand you want to know the current Internet sped you are paying, is that correct?
tom_: My Issue: what is the speed I pay for?
May: I can see here you have provided all information online.
May: Please give me 1 to 2 minutes to pull up and check your account, is that okay?
May: Also, while waiting for the system to generate your account details, please allow me to share to you our Customer Guarantee ~ The Guarantee is a promise to our customers that we will provide the best experience, and we stand behind our products and services. We?re here for you, 24 hours a day, 7 days a week to answer questions at your convenience. You can learn more about the Comcast Customer Guarantee at http://www.comcast.com/corporate/Customers/CustomerGuarantee.html?fss=customer%20guarantee
May: Thank you for patiently waiting.
tom_: My Issue: what is the speed I pay for?
May: Tom, upon checking the account, you currently have 50mbps Internet speed with 40+ cable channels for $91.95 monthly charge.
tom_: http://stage.results.speedtest.comcast.net/result/682842104.png
tom_: not 50
tom_: http://www.speedtest.net/my-result/3877783489
May: I understand you are not currently having 50mbps, correct?
tom_: not 50
tom_: never did----
tom_: want refund
May: Oh! Let me go ahead and transfer you to our Technical department to check this for you, Tom.
tom_: never ever had more than 15
May: Once they check this for you then we can go ahead and come up with a resolution with the credit you are requesting.
May: Shall I go ahead and transfer you now?
tom_: what is name of plan we are paying for---and what is name of plan one level down and one level up---and what are the speeds for each one?
tom_: oh---PLEASE do
tom_: .......................
May: Please wait, while the problem is escalated to another analyst
user tom has entered room
analyst Joseph Jr. has entered room
tom_: My Issue: what is the speed I pay for?
Waiting for response from May
Joseph Jr.: Thank you for choosing Comcast for your entertainment needs! Our goal is to provide you with a consistently superior customer experience, that's our guarantee. Learn more about the Comcast Customer Guarantee at http://www.comcast.com/corporate/Customers/CustomerGuarantee.html?fss=customer%20guarantee
analyst May has left room
tom_: so you sold us a plan where we would never get what we paid for all these years---that is not legal--it is fraud
tom_: ok J Jr your turn
Joseph Jr.: Hi Tom! I understand that you would like to report having slow internet speeds, am I correct?
tom_: transcripts are so nice.yes?
tom_: YES
tom_: have done sso before
Joseph Jr.: I acknowledge the importance of a working and stable Internet connection as I also use the Internet for work and online gaming. You just reached the right person and I assure you that we will work on this together to have your connection back.
tom_: many times
Joseph Jr.: I see you have logged into your account so there is no need for us to verify security thank you for doing that.
tom_: .......................................................................
Joseph Jr.: I will run a Health Check on your modem to determine the signal levels of your connection. This is to verify the current status of your device and your services.
Joseph Jr.: Would you mind waiting for a couple of minutes while I look into this for you?
tom_: how practical
tom_: it always takes a couple of minutes for each of you-------------
tom_: http://stage.results.speedtest.comcast.net/result/682842104.png
tom_: http://www.speedtest.net/my-result/3877783489
tom_: please DONT tell me what kind of modem we have
tom_: we know what we have
Joseph Jr.: Yeah you have an outdated Docsis 2 modem which cannot handle 50 mbps.
tom_: we are not sure if you know what the laws are about selling people something they CAN NOT USE
tom_: so.JJR WHAT PLAN DO WE HAVE and HOW LONG HAVE WE HAD IT?
tom_: what speeds are we PAYING for?
tom_: the speeds we can't poosibly get
tom_: if there is no way we can get the speeds we pay for why do you have us in this plan?
tom_: just to break federal statutes under the FCC
tom_: ????
Joseph Jr.: I am from internet tech support and I really understand the importance of getting your correct speeds.
tom_: ..........zzzzzzzzzzzzzzzzzzzzz
Joseph Jr.: What you need is a Docsis 3 modem that's compatible with Xfinity internet service.
Joseph Jr.: Here are you options:
tom_: no-answer my questions or escalate the chat
Joseph Jr.: 1. I can arrange and send you a Docsis 3 modem which you can lease for around $8-9 a month.
tom_: WHAT PLAN DO WE HAVE and HOW LONG HAVE WE HAD IT?
tom_: what speeds are we PAYING for?
tom_: tom_: WHAT PLAN DO WE HAVE and HOW LONG HAVE WE HAD IT? tom_: what speeds are we PAYING for?
tom_: tom_: WHAT PLAN DO WE HAVE and HOW LONG HAVE WE HAD IT? tom_: what speeds are we PAYING for?
tom_: tom_: WHAT PLAN DO WE HAVE and HOW LONG HAVE WE HAD IT? tom_: what speeds are we PAYING for?
tom_: tom_: WHAT PLAN DO WE HAVE and HOW LONG HAVE WE HAD IT? tom_: what speeds are we PAYING for?
tom_: tom_: WHAT PLAN DO WE HAVE and HOW LONG HAVE WE HAD IT? tom_: what speeds are we PAYING for?
tom_: tom_: WHAT PLAN DO WE HAVE and HOW LONG HAVE WE HAD IT? tom_: what speeds are we PAYING for?
tom_: tom_: WHAT PLAN DO WE HAVE and HOW LONG HAVE WE HAD IT? tom_: what speeds are we PAYING for?
tom_: tom_: WHAT PLAN DO WE HAVE and HOW LONG HAVE WE HAD IT? tom_: what speeds are we PAYING for?
tom_: tom_: WHAT PLAN DO WE HAVE and HOW LONG HAVE WE HAD IT? tom_: what speeds are we PAYING for?
tom_: tom_: WHAT PLAN DO WE HAVE and HOW LONG HAVE WE HAD IT? tom_: what speeds are we PAYING for?
tom_: no answer.??????????????
tom_: ESCALATE
user tom has entered room
analyst May has entered room
May: Hello tom_, Thank you for contacting Comcast Live Chat Support. My name is May. Please give me one moment to review your information.
May: My pleasure to have you on this chat, I will gladly assist you with your concern for today. I hope you're doing well today.
tom_: My Issue: what is the speed I pay for?
May: Hello, Tom.
May: I understand you want to know the current Internet sped you are paying, is that correct?
tom_: My Issue: what is the speed I pay for?
May: I can see here you have provided all information online.
May: Please give me 1 to 2 minutes to pull up and check your account, is that okay?
May: Also, while waiting for the system to generate your account details, please allow me to share to you our Customer Guarantee ~ The Guarantee is a promise to our customers that we will provide the best experience, and we stand behind our products and services. We?re here for you, 24 hours a day, 7 days a week to answer questions at your convenience. You can learn more about the Comcast Customer Guarantee at http://www.comcast.com/corporate/Customers/CustomerGuarantee.html?fss=customer%20guarantee
May: Thank you for patiently waiting.
tom_: My Issue: what is the speed I pay for?
May: Tom, upon checking the account, you currently have 50mbps Internet speed with 40+ cable channels for $91.95 monthly charge.
tom_: http://stage.results.speedtest.comcast.net/result/682842104.png
tom_: not 50
tom_: http://www.speedtest.net/my-result/3877783489
May: I understand you are not currently having 50mbps, correct?
tom_: not 50
tom_: never did----
tom_: want refund
May: Oh! Let me go ahead and transfer you to our Technical department to check this for you, Tom.
tom_: never ever had more than 15
May: Once they check this for you then we can go ahead and come up with a resolution with the credit you are requesting.
May: Shall I go ahead and transfer you now?
tom_: what is name of plan we are paying for---and what is name of plan one level down and one level up---and what are the speeds for each one?
tom_: oh---PLEASE do
tom_: .......................
May: Please wait, while the problem is escalated to another analyst
user tom has entered room
analyst Joseph Jr. has entered room
tom_: My Issue: what is the speed I pay for?
Waiting for response from May
Joseph Jr.: Thank you for choosing Comcast for your entertainment needs! Our goal is to provide you with a consistently superior customer experience, that's our guarantee. Learn more about the Comcast Customer Guarantee at http://www.comcast.com/corporate/Customers/CustomerGuarantee.html?fss=customer%20guarantee
analyst May has left room
tom_: so you sold us a plan where we would never get what we paid for all these years---that is not legal--it is fraud
tom_: ok J Jr your turn
Joseph Jr.: Hi Tom! I understand that you would like to report having slow internet speeds, am I correct?
tom_: transcripts are so nice.yes?
tom_: YES
tom_: have done sso before
Joseph Jr.: I acknowledge the importance of a working and stable Internet connection as I also use the Internet for work and online gaming. You just reached the right person and I assure you that we will work on this together to have your connection back.
tom_: many times
Joseph Jr.: I see you have logged into your account so there is no need for us to verify security thank you for doing that.
tom_: .......................................................................
Joseph Jr.: I will run a Health Check on your modem to determine the signal levels of your connection. This is to verify the current status of your device and your services.
Joseph Jr.: Would you mind waiting for a couple of minutes while I look into this for you?
tom_: how practical
tom_: it always takes a couple of minutes for each of you-------------
tom_: http://stage.results.speedtest.comcast.net/result/682842104.png
tom_: http://www.speedtest.net/my-result/3877783489
tom_: please DONT tell me what kind of modem we have
tom_: we know what we have
Joseph Jr.: Yeah you have an outdated Docsis 2 modem which cannot handle 50 mbps.
tom_: we are not sure if you know what the laws are about selling people something they CAN NOT USE
tom_: so.JJR WHAT PLAN DO WE HAVE and HOW LONG HAVE WE HAD IT?
tom_: what speeds are we PAYING for?
tom_: the speeds we can't poosibly get
tom_: if there is no way we can get the speeds we pay for why do you have us in this plan?
tom_: just to break federal statutes under the FCC
tom_: ????
Joseph Jr.: I am from internet tech support and I really understand the importance of getting your correct speeds.
tom_: ..........zzzzzzzzzzzzzzzzzzzzz
Joseph Jr.: What you need is a Docsis 3 modem that's compatible with Xfinity internet service.
Joseph Jr.: Here are you options:
tom_: no-answer my questions or escalate the chat
Joseph Jr.: 1. I can arrange and send you a Docsis 3 modem which you can lease for around $8-9 a month.
tom_: WHAT PLAN DO WE HAVE and HOW LONG HAVE WE HAD IT?
tom_: what speeds are we PAYING for?
tom_: tom_: WHAT PLAN DO WE HAVE and HOW LONG HAVE WE HAD IT? tom_: what speeds are we PAYING for?
tom_: tom_: WHAT PLAN DO WE HAVE and HOW LONG HAVE WE HAD IT? tom_: what speeds are we PAYING for?
tom_: tom_: WHAT PLAN DO WE HAVE and HOW LONG HAVE WE HAD IT? tom_: what speeds are we PAYING for?
tom_: tom_: WHAT PLAN DO WE HAVE and HOW LONG HAVE WE HAD IT? tom_: what speeds are we PAYING for?
tom_: tom_: WHAT PLAN DO WE HAVE and HOW LONG HAVE WE HAD IT? tom_: what speeds are we PAYING for?
tom_: tom_: WHAT PLAN DO WE HAVE and HOW LONG HAVE WE HAD IT? tom_: what speeds are we PAYING for?
tom_: tom_: WHAT PLAN DO WE HAVE and HOW LONG HAVE WE HAD IT? tom_: what speeds are we PAYING for?
tom_: tom_: WHAT PLAN DO WE HAVE and HOW LONG HAVE WE HAD IT? tom_: what speeds are we PAYING for?
tom_: tom_: WHAT PLAN DO WE HAVE and HOW LONG HAVE WE HAD IT? tom_: what speeds are we PAYING for?
tom_: tom_: WHAT PLAN DO WE HAVE and HOW LONG HAVE WE HAD IT? tom_: what speeds are we PAYING for?
tom_: no answer.??????????????
tom_: ESCALATE
Joseph Jr.: I am sorry I was waiting for you to finish copying and pasting your question.
tom_: user tom has entered room analyst May has entered room May: Hello tom_, Thank you for contacting Comcast Live Chat Support. My name is May. Please give me one moment to review your information. May: My pleasure to have you on this chat, I will gladly assist you with your concern for today. I hope you're doing well today. tom_: My Issue: what is the speed I pay for? May: Hello, Tom. May: I understand you want to know the current Internet sped you are paying, is that correct? tom_: My Issue: what is the speed I pay for? May: I can see here you have provided all information online. May: Please give me 1 to 2 minutes to pull up and check your account, is that okay? May: Also, while waiting for the system to generate your account details, please allow me to share to you our Customer Guarantee ~ The Guarantee is a promise to our customers that we will provide the best experience, and we stand behind our products and services. We?re here for you, 24 hours a day, 7 days a week to answer questi
tom_: user tom has entered room analyst May has entered room May: Hello tom_, Thank you for contacting Comcast Live Chat Support. My name is May. Please give me one moment to review your information. May: My pleasure to have you on this chat, I will gladly assist you with your concern for today. I hope you're doing well today. tom_: My Issue: what is the speed I pay for? May: Hello, Tom. May: I understand you want to know the current Internet sped you are paying, is that correct? tom_: My Issue: what is the speed I pay for? May: I can see here you have provided all information online. May: Please give me 1 to 2 minutes to pull up and check your account, is that okay? May: Also, while waiting for the system to generate your account details, please allow me to share to you our Customer Guarantee ~ The Guarantee is a promise to our customers that we will provide the best experience, and we stand behind our products and services. We?re here for you, 24 hours a day, 7 days a week to answer questi
tom_: tom_: please DONT tell me what kind of modem we have tom_: we know what we have Joseph Jr.: Yeah you have an outdated Docsis 2 modem which cannot handle 50 mbps. tom_: we are not sure if you know what the laws are about selling people something they CAN NOT USE tom_: so.JJR WHAT PLAN DO WE HAVE and HOW LONG HAVE WE HAD IT? tom_: what speeds are we PAYING for? tom_: the speeds we can't poosibly get tom_: if there is no way we can get the speeds we pay for why do you have us in this plan? tom_: just to break federal statutes under the FCC tom_: ???? Joseph Jr.: I am from internet tech support and I really understand the importance of getting your correct speeds. tom_: ..........zzzzzzzzzzzzzzzzzzzzz Joseph Jr.: What you need is a Docsis 3 modem that's compatible with Xfinity internet service. Joseph Jr.: Here are you options: tom_: no-answer my questions or escalate the chat Joseph Jr.: 1. I can arrange and send you a Docsis 3 modem which you can lease for around $8-9 a month. tom_: WHAT
tom_: tom_: please DONT tell me what kind of modem we have tom_: we know what we have Joseph Jr.: Yeah you have an outdated Docsis 2 modem which cannot handle 50 mbps. tom_: we are not sure if you know what the laws are about selling people something they CAN NOT USE tom_: so.JJR WHAT PLAN DO WE HAVE and HOW LONG HAVE WE HAD IT? tom_: what speeds are we PAYING for? tom_: the speeds we can't poosibly get tom_: if there is no way we can get the speeds we pay for why do you have us in this plan?
tom_: tom_: please DONT tell me what kind of modem we have tom_: we know what we have Joseph Jr.: Yeah you have an outdated Docsis 2 modem which cannot handle 50 mbps. tom_: we are not sure if you know what the laws are about selling people something they CAN NOT USE tom_: so.JJR WHAT PLAN DO WE HAVE and HOW LONG HAVE WE HAD IT? tom_: what speeds are we PAYING for? tom_: the speeds we can't poosibly get tom_: if there is no way we can get the speeds we pay for why do you have us in this plan?
tom_: WHAT PLAN DO WE HAVE and HOW LONG HAVE WE HAD IT? tom_: what speeds are we PAYING for?
Joseph Jr.: Going back to how we can fix this and get you 50 mbps.
Joseph Jr.: All you need is an approved Docsis 3 modem to enjoy the faster speeds.
Joseph Jr.: You can definitely lease a new Docsis 3 modem from Comcast, we can certainly arrange that, Or:
tom_: a customer has the right to ask for a supervisor
Joseph Jr.: If you want to avoid the lease, you can purchase an approved D3 modem.
tom_: not a salesperson
Joseph Jr.: *docsis 3
tom_: COMCAST rep refuses to answer plan details inquiry.
tom_: Customer asked numerous times for plan details and Rep refused
Joseph Jr.: I will be glad to answer your questions.
tom_: Rep refused to escalet chat
tom_: Rep still refuses to answer questions
Session connected!
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tom_: My Issue: being billed for something we can't get
user tom has entered room
analyst Alyzza has entered room
Alyzza: Hello tom_, Thank you for contacting Comcast Live Chat Support. My name is Alyzza. Please give me one moment to review your information.
Alyzza: I appreciate you taking the time to chat with us.
Alyzza: Hi, Tom.
Alyzza: How are you doing today?
tom_: we have been billed for years for BLAST WE WANT A REFUND FOR ALL SERVICE BACK TO THE TIME YOU CHANGED IT---
tom_: WE can not have not and you knew that we could not get much over 12 mbps down---a settling of this fraud is in order or face charges to the PUC
tom_: tom_: WHAT PLAN DO WE HAVE and HOW LONG HAVE WE HAD IT? tom_: what speeds are we PAYING for? Joseph Jr.: Going back to how we can fix this and get you 50 mbps. Joseph Jr.: All you need is an approved Docsis 3 modem to enjoy the faster speeds. Joseph Jr.: You can definitely lease a new Docsis 3 modem from Comcast, we can certainly arrange that, Or: tom_: a customer has the right to ask for a supervisor Joseph Jr.: If you want to avoid the lease, you can purchase an approved D3 modem. tom_: not a salesperson Joseph Jr.: *docsis 3 tom_: COMCAST rep refuses to answer plan details inquiry. tom_: Customer asked numerous times for plan details and Rep refused Joseph Jr.: I will be glad to answer your questions. tom_: Rep refused to escalet chat tom_: Rep still refuses to answer questions
tom_: ESCALETE CHAT
tom_: escalate chat
tom_: escalate
Alyzza: Thank you for bringing this to our attention.
tom_: yes...fraud is not something the PUC likes to see on the part of a PA Utility
tom_: but the question is what are you going to do to stop and---and-correct the fraud and make restitution for stealing from us
Alyzza: I understand this is something unpleasant and inconvenient on your end, and I deeply apologize for that.
Alyzza: I can't imagine the confusion that this has caused you. I, myself want to make sure all my billing charges are correct. I can certainly understand where you are coming from.
Alyzza: You have reached the right person, I can certainly help you with your Billing inquiry.
Alyzza: Thank you for providing your account number prior to this chat. Please give me 2-3 minutes to pull up your account information. Would that be alright with you?
tom_: ok.............since you refuse to escalate----I can not believe you have the authority to compensate customers to this degree
Alyzza: Alright, I will escalate you to a supervisor
Alyzza: Please stay online while im waiting for the available supervisor Tom.
terrainian
Session connected!
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tom_: My Issue: being billed for something we can't get
user tom has entered room
analyst Alyzza has entered room
Alyzza: Hello tom_, Thank you for contacting Comcast Live Chat Support. My name is Alyzza. Please give me one moment to review your information.
Alyzza: I appreciate you taking the time to chat with us.
Alyzza: Hi, Tom.
Alyzza: How are you doing today?
tom_: we have been billed for years for BLAST WE WANT A REFUND FOR ALL SERVICE BACK TO THE TIME YOU CHANGED IT---
tom_: WE can not have not and you knew that we could not get much over 12 mbps down---a settling of this fraud is in order or face charges to the PUC
tom_: tom_: WHAT PLAN DO WE HAVE and HOW LONG HAVE WE HAD IT? tom_: what speeds are we PAYING for? Joseph Jr.: Going back to how we can fix this and get you 50 mbps. Joseph Jr.: All you need is an approved Docsis 3 modem to enjoy the faster speeds. Joseph Jr.: You can definitely lease a new Docsis 3 modem from Comcast, we can certainly arrange that, Or: tom_: a customer has the right to ask for a supervisor Joseph Jr.: If you want to avoid the lease, you can purchase an approved D3 modem. tom_: not a salesperson Joseph Jr.: *docsis 3 tom_: COMCAST rep refuses to answer plan details inquiry. tom_: Customer asked numerous times for plan details and Rep refused Joseph Jr.: I will be glad to answer your questions. tom_: Rep refused to escalet chat tom_: Rep still refuses to answer questions
tom_: ESCALETE CHAT
tom_: escalate chat
tom_: escalate
Alyzza: Thank you for bringing this to our attention.
tom_: yes...fraud is not something the PUC likes to see on the part of a PA Utility
tom_: but the question is what are you going to do to stop and---and-correct the fraud and make restitution for stealing from us
Alyzza: I understand this is something unpleasant and inconvenient on your end, and I deeply apologize for that.
Alyzza: I can't imagine the confusion that this has caused you. I, myself want to make sure all my billing charges are correct. I can certainly understand where you are coming from.
Alyzza: You have reached the right person, I can certainly help you with your Billing inquiry.
Alyzza: Thank you for providing your account number prior to this chat. Please give me 2-3 minutes to pull up your account information. Would that be alright with you?
tom_: ok.............since you refuse to escalate----I can not believe you have the authority to compensate customers to this degree
Alyzza: Alright, I will escalate you to a supervisor
Alyzza: Please stay online while im waiting for the available supervisor Tom.
tom_: ok---just copied above to Word doc
tom_: ..............................................
Alyzza: I am still waiting for a supervisor.
Alyzza: Please stay online.
tom_: ok
Alyzza: Thank you.
Waiting for response from Alyzza
Alyzza: I am still waiting for a sup, Tom.
Alyzza: Thanks for waiting.
Waiting for response from Alyzza
tom_: ok
Alyzza: I am sorry for the delay, Tom. I am now checking with my supervisor.
tom_: ok
Alyzza: Thank you so much for your patience.
Alyzza: I will now transfer you.
Alyzza: Please wait, while the problem is escalated to another analyst
user tom has entered room
analyst Erindale has entered room
Waiting for response from Alyzza
analyst Alyzza has left room
Erindale: Hi, Tom. My name is Erindale, the Supervisor on duty.
Erindale: I hope your day is going well.
Erindale: Can you please give me at least 3-5 minutes to review your account and the interaction that you had with the previous analyst?
tom_: ok
Erindale: Thank you for patiently waiting.
Erindale: Tom, I understand that you did not agreed to upgrade your internet speed to our Blast tier. Am I correct?
tom_: ?
tom_: Your rep said it would give us faster and better service-I remind you --all of thoday
tom_: today's records are saved---so stop asking that kind of question and please use the correct tense of English
tom_: escalate
tom_: "did not agreed" tells me we will have problems communicating beyond typos
tom_: your question is coy
Erindale: I apologize about that, Tom.
tom_: escalate and let me chat with someone in command of the English Language and someone who will not be coy
tom_: we are past coy now ---4th rep in chat all saved
tom_: escalate
Erindale: Tom, I have reviewed your account and it shows here that you had our Economy Plus internet when you first signed up with our internet service. The analyst upgraded your services to our Blast Plus package that includes 50Mbps internet and digital economy cable.
Erindale: The equipment that you are currently using is a Docsis 2.0 modem. We suggest that you use a Docsis 3.0 modem to get the optimum speed for your internet service.
Erindale: Your account is correctly provisioned to get the correct speed which is at 50Mbps.
Erindale: Since you are not getting the right speed for your internet sevice, we can definitely provide you a one time credit for the inconvenience. But please be informed that you need to upgrade your modem to a Docsis 3.0 modem to enjoy a faster internet speed with Comcast.
Erindale: What I can do is apply a credit of $50 in your account as a one time courtesy credit. Would that be okay with you?
tom_: You are mistaken to be polite---ESCALATE---it can't be provisioned correctly if the equipment does not work with the speed paid for---unless you are intentionally duping customers and not making an honest mistake (that went on for years)
tom_: Escalate
tom_: Since Comcast initiated the change and said we would get faster service when you knew we could not - that is fraud
Erindale: Tom, I understand that you did not agreed to upgrade your internet speed to our Blast tier. Am I correct?
tom_: ?
tom_: Your rep said it would give us faster and better service-I remind you --all of thoday
tom_: today's records are saved---so stop asking that kind of question and please use the correct tense of English
tom_: escalate
tom_: "did not agreed" tells me we will have problems communicating beyond typos
tom_: your question is coy
Erindale: I apologize about that, Tom.
tom_: escalate and let me chat with someone in command of the English Language and someone who will not be coy
tom_: we are past coy now ---4th rep in chat all saved
tom_: escalate
Erindale: Tom, I have reviewed your account and it shows here that you had our Economy Plus internet when you first signed up with our internet service. The analyst upgraded your services to our Blast Plus package that includes 50Mbps internet and digital economy cable.
Erindale: The equipment that you are currently using is a Docsis 2.0 modem. We suggest that you use a Docsis 3.0 modem to get the optimum speed for your internet service.
Erindale: Your account is correctly provisioned to get the correct speed which is at 50Mbps.
Erindale: Since you are not getting the right speed for your internet sevice, we can definitely provide you a one time credit for the inconvenience. But please be informed that you need to upgrade your modem to a Docsis 3.0 modem to enjoy a faster internet speed with Comcast.
Erindale: What I can do is apply a credit of $50 in your account as a one time courtesy credit. Would that be okay with you?
tom_: You are mistaken to be polite---ESCALATE---it can't be provisioned correctly if the equipment does not work with the speed paid for---unless you are intentionally duping customers and not making an honest mistake (that went on for years)
tom_: Escalate
tom_: Since Comcast initiated the change and said we would get faster service when you knew we could not - that is fraud
tom_: Escalate
Erindale: I have reviewed your account history and it shows here that Blast internet was added in your account September of 2013. Did you had issues with the internet speed since then?
Erindale: Please do let me know that we are connected. Thank you.
tom_: Escvalte
tom_: Escalate
tom_: Yes since the beginning----the equipment has always been the same before---and since
tom_: escalate
Erindale: Thank you for providing that information.
tom_: escalte
Erindale: I have checked the notes in the account with your previous contacts with Comcast and its well noted here that you were provided with recommendations to upgrade your equipment to a Docsis 3.0 modem.
tom_: escalte
Erindale: DOCSIS 2.0 modems will still work with our speed tiers (except for Blast! and Extreme 50), but you won’t experience the blistering fast speeds now available.
tom_: escalte
tom_: escalate
tom_: before you type more things which the PUC will find 'Disturbing"---
Type Here:Analyst is typing.
tremidity
C
From: "Comcast Key ESL" <ComcastKey_ESL@cable.comcast.com>
To: tjhlan@comcast.net
Sent: Wednesday, November 5, 2014 9:08:16 AM
Subject: Re: Comcast Concern (KMM28408766V96495L0KM)
November 5, 2014
Mr. Tom Harrison
14 Creekside Drive
Millersville, PA 17551
Dear Mr. Harrison:
This is a follow up to our conversation today and several dropped calls after.
To confirm, the issue received in our office was regarding slow internet speeds. Our records reflect that the modem you have on the account is a Docsis 2.0 device and to receive the proper speeds you will need to upgrade to a Docsis 3.0 device. You can purchase your own, or rent one from Comcast. Rental fees may apply.
If you would like to discuss this matter further please reach out to us at the number below. We are available Monday through Friday 8:00am to 8:00pm
Thank you for choosing Comcast.
Sincerely,
Executive Care Team
1-888-966-7534
Original Message Follows: ------------------------
still waiting................
From: "Comcast Key ESL" <ComcastKey_ESL@cable.comcast.com>
To: tjhlan@comcast.net
Sent: Sunday, November 2, 2014 3:36:00 PM
Subject: Comcast Concern (KMM28374566V60358L0KM)
Dear Mr. Harrison,
Thank you for contacting our executive office with your questions and concerns. We would like the opportunity to resolve your issue; however, we need to speak with you. If we have already made contact with you prior to you receiving this letter, please disregard.
If we have not made contact with you, please contact us at the number listed below at your earliest convenience, so we can discuss your concerns. Our office hours are Monday through Friday, between the hours of 8:00AM - 8:00PM. If you call outside of our office hours, please leave a message and we will contact you the next business day.
We are looking forward to hearing from you.
Thank you for choosing Comcast.
Sincerely,
Executive Customer Relations
1-888-966-7534