If Comcast cares, they'll read this transcript

This morning a friend texts me she's getting a disconnected message when she calls my landline. I check it, and it makes calls, including long distance calls, just fine. But when I call myself from my cell phone, it tells me the number has been disconnected. Weird.

I call Comcast, my provider, and their phone support says they're having higher than usual call volume (I don't think they know what "usual" means, since I always get that message) and suggests I try their online support.

So I do, for nearly two incredibly aggravating and frustrating hours. Seems Comcast just randomly gave my phone number away to another provider, for no reason anyone has been able to explain to me.

But worse than them doing that was the experience I had trying to find out what happened and fix it. Because while both these agents were perfectly polite, they clearly had no ability to help me, and had what seemed like a lot of difficulty following the chat. I don't know if they had ten other people in chat at the same time or had simply been put out like sacrificial lambs to appease irritated customers without any solid training or being enabled to really help people, but this was ridiculous.

Given that neither of them had the ability to help with this problem, why didn't they just tell me that, apologize, and let me get OFF THE FREAKING COMPUTER?

Comcast, if you really "care," please read this transcript, paying particular attention to the timestamps and the HUGE gaps where your agents were saying nothing, leaving me staring at a screen waiting and getting more and more annoyed, and consider whether or not your current support system is even remotely functional.

And also, you might want to consider why it is that you managed to give my phone number away. Seems like, I don't know, let me try to think of a way to describe it... BAD BUSINESS.

Last, please notice how long it was until someone apologized to me for giving my number away.

Transcript below the jump, and the only edits I made were to redact my personal information (phone number, address, etc.). I didn't even fix my own typos.

Live Chat
Problem:

When calling my phone number, you get a message my number has been disconnected. I

have autopay and all my other services, which are bundled with phone, are working.


analyst Rosanna has entered room


Rosanna(Sun Oct 03 2010 12:49:30 GMT-0700 (Pacific Daylight Time))>

Hello Christie, Thank you for contacting Comcast Live Chat Support. My name is

Rosanna. Please give me one moment to review your information.


Rosanna(Sun Oct 03 2010 12:49:35 GMT-0700 (Pacific Daylight Time))>

It is a pleasure to have you on chat! First of all, I apologize for whatever

inconvenience the issue has caused you but I'll be more than happy to resolve it for

you. I hope you haven't waited so long to be assisted. How's your day so far?


Christie(Sun Oct 03 2010 09:49:43 GMT-0700 (Pacific Daylight Time))>

Great, thanks.


Christie(Sun Oct 03 2010 09:50:15 GMT-0700 (Pacific Daylight Time))>

Also, I should mention I can MAKE calls from the phone.


Rosanna(Sun Oct 03 2010 12:50:43 GMT-0700 (Pacific Daylight Time))>

Christie, I see here that your phone number gets a message it has been disconnected.

So you have dial tone right?


Christie(Sun Oct 03 2010 09:50:55 GMT-0700 (Pacific Daylight Time))>

Yes, and I can call out


Rosanna(Sun Oct 03 2010 12:51:34 GMT-0700 (Pacific Daylight Time))>

May I know if this is the phone number affected?


Rosanna(Sun Oct 03 2010 12:51:35 GMT-0700 (Pacific Daylight Time))>

[redacted]


Christie(Sun Oct 03 2010 09:51:42 GMT-0700 (Pacific Daylight Time))>

yes


Rosanna(Sun Oct 03 2010 12:52:17 GMT-0700 (Pacific Daylight Time))>

Since when did this start to happen Christie?


Christie(Sun Oct 03 2010 09:52:33 GMT-0700 (Pacific Daylight Time))>

I was made of aware of it this morning, but I don't know when it started


Rosanna(Sun Oct 03 2010 12:54:08 GMT-0700 (Pacific Daylight Time))>

I see. I understand that you have concerns with your phone as you get a disconnected

message. I'm really sorry to hear this.


Rosanna(Sun Oct 03 2010 12:54:13 GMT-0700 (Pacific Daylight Time))>

As your service representative today, I want you to know that your satisfaction is of

my topmost priority and I assure you that we can resolve this issue together on this

chat.


Christie(Sun Oct 03 2010 09:54:48 GMT-0700 (Pacific Daylight Time))>

ok


Rosanna(Sun Oct 03 2010 12:55:50 GMT-0700 (Pacific Daylight Time))>

Please confirm if all the information you provide is correct.


Rosanna(Sun Oct 03 2010 12:55:55 GMT-0700 (Pacific Daylight Time))>

First name Christie
Last name Keith
OS Windows XP [redacted]
State CA
Street Address [redacted]
Zip Code [redacted]


Christie(Sun Oct 03 2010 09:56:11 GMT-0700 (Pacific Daylight Time))>

yes


Christie(Sun Oct 03 2010 09:56:36 GMT-0700 (Pacific Daylight Time))>

and by the way, I just lost my dial tone as you and I were chatting


Rosanna(Sun Oct 03 2010 12:57:05 GMT-0700 (Pacific Daylight Time))>

Please also provide the account number or the last four digits of the SSn.


Christie(Sun Oct 03 2010 09:57:16 GMT-0700 (Pacific Daylight Time))>

ssn is [redacted]


Rosanna(Sun Oct 03 2010 12:58:10 GMT-0700 (Pacific Daylight Time))>

Thanks. Please give me a minute. Let me run a Health Check on your account to make

sure everything is working on our end.


Rosanna(Sun Oct 03 2010 13:01:48 GMT-0700 (Pacific Daylight Time))>

Christie, I am now troubleshooting your phone service here in my end.


Christie(Sun Oct 03 2010 10:02:27 GMT-0700 (Pacific Daylight Time))>

ok


Christie(Sun Oct 03 2010 10:02:39 GMT-0700 (Pacific Daylight Time))>

I have dial tone again, btw


Christie(Sun Oct 03 2010 10:03:03 GMT-0700 (Pacific Daylight Time))>

but still cannot receive calls


Rosanna(Sun Oct 03 2010 13:03:10 GMT-0700 (Pacific Daylight Time))>

Oh okay then.


Rosanna(Sun Oct 03 2010 13:03:20 GMT-0700 (Pacific Daylight Time))>

let me continue troubleshooting this further.


Christie(Sun Oct 03 2010 10:03:25 GMT-0700 (Pacific Daylight Time))>

ok


Rosanna(Sun Oct 03 2010 13:06:00 GMT-0700 (Pacific Daylight Time))>

Christie, please provide a 10-digit incoming telephone number you are experiencing a

problem receiving.


Rosanna(Sun Oct 03 2010 13:07:45 GMT-0700 (Pacific Daylight Time))>

May I know if you are still there?


Christie(Sun Oct 03 2010 10:08:20 GMT-0700 (Pacific Daylight Time))>

I'm here


Christie(Sun Oct 03 2010 10:08:27 GMT-0700 (Pacific Daylight Time))>

I don't understand the question


Rosanna(Sun Oct 03 2010 13:08:40 GMT-0700 (Pacific Daylight Time))>

I mean, you tried to call the phone right?


Christie(Sun Oct 03 2010 10:09:09 GMT-0700 (Pacific Daylight Time))>

Yes, from my cell. But friends texted me they had the same problem. My cell number is

[redacted]


Rosanna(Sun Oct 03 2010 13:09:09 GMT-0700 (Pacific Daylight Time))>

Do you have a phone number that you used to call the affected phone and you got that

message of disconnection?


Christie(Sun Oct 03 2010 10:10:26 GMT-0700 (Pacific Daylight Time))>

[redacted]


Rosanna(Sun Oct 03 2010 13:10:44 GMT-0700 (Pacific Daylight Time))>

Thanks.


Rosanna(Sun Oct 03 2010 13:11:32 GMT-0700 (Pacific Daylight Time))>

Let me process this for three minutes.


Christie(Sun Oct 03 2010 10:13:21 GMT-0700 (Pacific Daylight Time))>

Rosanna, a friend I just called on my cell told me my phone has been giving the

disconnect message for two days now. I didn't know it.


Rosanna(Sun Oct 03 2010 13:14:05 GMT-0700 (Pacific Daylight Time))>

Thank you for patiently waiting. yes, I do understand. I'll be troubleshooting this

for you.


Rosanna(Sun Oct 03 2010 13:16:08 GMT-0700 (Pacific Daylight Time))>

A ticket has been created for this.


Christie(Sun Oct 03 2010 10:17:04 GMT-0700 (Pacific Daylight Time))>

ok


Christie(Sun Oct 03 2010 10:17:13 GMT-0700 (Pacific Daylight Time))>

Does that mean someone has to come out to fix it?


Rosanna(Sun Oct 03 2010 13:17:32 GMT-0700 (Pacific Daylight Time))>

No, I will be troubleshooting it here in my end.


Rosanna(Sun Oct 03 2010 13:17:45 GMT-0700 (Pacific Daylight Time))>

Let me check if there's a need for someone to go out of the house.


Rosanna(Sun Oct 03 2010 13:20:51 GMT-0700 (Pacific Daylight Time))>

Thanks.


Rosanna(Sun Oct 03 2010 13:21:06 GMT-0700 (Pacific Daylight Time))>

By the way Christie, I hope that you are taking advantage of our unlimited local and

national calling your CDV as well as the 12 calling features like voicemail, caller

id, caller blocking, call screening etc. For you to know more on the 12 popular

calling features, you may add this link in your bookmarks:

http://customer.comcast.com/Pages/FAQViewer.aspx?seoid=Comcast-Digital-Voice-Features-

Quick-Reference-Guide and once you’re on the page, just click on the feature to access

additional information.


Rosanna(Sun Oct 03 2010 13:23:44 GMT-0700 (Pacific Daylight Time))>

Christie, are you still with me?


Christie(Sun Oct 03 2010 10:24:07 GMT-0700 (Pacific Daylight Time))>

yes


Rosanna(Sun Oct 03 2010 13:24:35 GMT-0700 (Pacific Daylight Time))>

Thanks. I apologize if it's taking a long time. I'm still working on it.


Christie(Sun Oct 03 2010 10:25:09 GMT-0700 (Pacific Daylight Time))>

thanks


Rosanna(Sun Oct 03 2010 13:26:34 GMT-0700 (Pacific Daylight Time))>

Is the telephone number from transfer of service?


Christie(Sun Oct 03 2010 10:26:52 GMT-0700 (Pacific Daylight Time))>

yes, on Sept 1. It's been working fine until now.


Rosanna(Sun Oct 03 2010 13:29:05 GMT-0700 (Pacific Daylight Time))>

Okay then.


Rosanna(Sun Oct 03 2010 13:33:25 GMT-0700 (Pacific Daylight Time))>

Thank you for patiently waiting Christie.


Christie(Sun Oct 03 2010 10:33:44 GMT-0700 (Pacific Daylight Time))>

you're welcome


Rosanna(Sun Oct 03 2010 13:34:10 GMT-0700 (Pacific Daylight Time))>

Telephone number needs re-concurrence from old provider since you transferred this

phone number to comcast. This would take 3-5 business days.


Christie(Sun Oct 03 2010 10:35:08 GMT-0700 (Pacific Daylight Time))>

NO


Christie(Sun Oct 03 2010 10:35:11 GMT-0700 (Pacific Daylight Time))>

YOu were my old provider


Christie(Sun Oct 03 2010 10:35:14 GMT-0700 (Pacific Daylight Time))>

I must moved, that's all


Christie(Sun Oct 03 2010 10:35:19 GMT-0700 (Pacific Daylight Time))>

I just moved


Christie(Sun Oct 03 2010 10:36:18 GMT-0700 (Pacific Daylight Time))>

I had this exact same number and all these bundled services with Comcast at my old

address, and on Sept 1 I moved to my new house and you transferred everything here.

Then two days ago, people start getting this disconnect message when they called me.


Christie(Sun Oct 03 2010 10:36:29 GMT-0700 (Pacific Daylight Time))>

I've had Comcast for like, 12 years now


Christie(Sun Oct 03 2010 10:38:46 GMT-0700 (Pacific Daylight Time))>

Rosanna, are you there?


Rosanna(Sun Oct 03 2010 13:39:01 GMT-0700 (Pacific Daylight Time))>

Yes, I am here.


Rosanna(Sun Oct 03 2010 13:39:35 GMT-0700 (Pacific Daylight Time))>

I understand that you just moved your service and did not port the phone number. I

would like to verify this once again with the provisioning team.


Christie(Sun Oct 03 2010 10:39:58 GMT-0700 (Pacific Daylight Time))>

I don't know what "port the number" means.


Rosanna(Sun Oct 03 2010 13:41:09 GMT-0700 (Pacific Daylight Time))>

Yes, I thought your phone was ported. So, it's still a phone from comcast right? but

you just moved?


Rosanna(Sun Oct 03 2010 13:41:33 GMT-0700 (Pacific Daylight Time))>

May I know what is this though?


Rosanna(Sun Oct 03 2010 13:41:41 GMT-0700 (Pacific Daylight Time))>

1/Pacific Bell - Nevada Bell.


Rosanna(Sun Oct 03 2010 13:41:57 GMT-0700 (Pacific Daylight Time))>

It seems that the provisioning team is referring to this for your phone activation.


Christie(Sun Oct 03 2010 10:42:09 GMT-0700 (Pacific Daylight Time))>

I'm completely confused


Christie(Sun Oct 03 2010 10:42:13 GMT-0700 (Pacific Daylight Time))>

I have no idea what you're asking me


Christie(Sun Oct 03 2010 10:42:45 GMT-0700 (Pacific Daylight Time))>

I get my phone, Internet and cable all from Comcast. I had them at my old house and

for the last month I've had them here at my new house. There is no other phone company

involved.


Christie(Sun Oct 03 2010 10:43:20 GMT-0700 (Pacific Daylight Time))>

I haven't had a phone with Pacific Bell since the 90s.


Christie(Sun Oct 03 2010 10:43:29 GMT-0700 (Pacific Daylight Time))>

It was a different number when I did.


Christie(Sun Oct 03 2010 10:43:50 GMT-0700 (Pacific Daylight Time))>

My previous provider was Verizon, but that was years ago. And a different number,

also.


Rosanna(Sun Oct 03 2010 13:45:24 GMT-0700 (Pacific Daylight Time))>

Thank you for confirming that to me Christie.


Rosanna(Sun Oct 03 2010 13:46:17 GMT-0700 (Pacific Daylight Time))>

This is usually what happened when there are changes in billing like transfer of

service, but don't worry, I will continue working on this so that you will be able to

have your phone service as soon as possible.


Christie(Sun Oct 03 2010 10:48:21 GMT-0700 (Pacific Daylight Time))>

Thanks


Rosanna(Sun Oct 03 2010 13:48:31 GMT-0700 (Pacific Daylight Time))>

I will be calling your cellphone number once I have finished the full transfer of the

phone number. You are welcome.


Rosanna(Sun Oct 03 2010 13:50:40 GMT-0700 (Pacific Daylight Time))>

May I know if I can help you with any other concerns while we are doing the full

transfer of the phone number Christie? I'll be glad to assist.


Christie(Sun Oct 03 2010 10:50:55 GMT-0700 (Pacific Daylight Time))>

No, thank you.


Rosanna(Sun Oct 03 2010 13:53:27 GMT-0700 (Pacific Daylight Time))>

Before we go, let us sum up everything, you chatted in because you get a disconnection

message when you call your phone and I helped by doing a health check, reset the phone

device, check billing and check that you had a recent transfer of service. I verified

as well if it's ported or not and since you said it's not ported, it's not from

pacific bell, I am transferring the phone number once again to the account and this

should be working as soon as we've finished placing this. I hope this chat was helpful

to you.


Christie(Sun Oct 03 2010 10:54:28 GMT-0700 (Pacific Daylight Time))>

Thanks, that will be great.


Rosanna(Sun Oct 03 2010 13:55:54 GMT-0700 (Pacific Daylight Time))>

You are welcome. We will be calling you on your cellphone once the process of placing

the phone number is already done.


Rosanna(Sun Oct 03 2010 13:56:12 GMT-0700 (Pacific Daylight Time))>

It is with gratitude to have you as my customer on this chat and I appreciate the

opportunity you have have given me today to resolve your issue, Christie.


Rosanna(Sun Oct 03 2010 13:56:20 GMT-0700 (Pacific Daylight Time))>

Do you want to watch full tv shows and movies online? Go to www.fancast.com. Thank you

for choosing Comcast as your service provider and have a great day. Comcast

appreciates your business and values you as a customer. Our goal is to provide you

with excellent service. If you need further assistance, you can chat with our customer

support specialists at www.comcast.com/chat. Thank you for your time. Have a nice day!


Christie(Sun Oct 03 2010 10:56:35 GMT-0700 (Pacific Daylight Time))>

So, I'll be getting a call when it's fixed?


Christie(Sun Oct 03 2010 10:56:45 GMT-0700 (Pacific Daylight Time))>

How long will it take, do you know?


Rosanna(Sun Oct 03 2010 13:58:05 GMT-0700 (Pacific Daylight Time))>

yes, it would take time for the transfer. We will be processing it fast so It should

be within 24 hours.


Christie(Sun Oct 03 2010 10:58:25 GMT-0700 (Pacific Daylight Time))>

You know, I honestly find this totally unacceptable. How on earth did this happen?


Rosanna(Sun Oct 03 2010 13:59:37 GMT-0700 (Pacific Daylight Time))>

your phone number was taken by another provider and that's why we would need to

retrieve it back and put it in your account.


Rosanna(Sun Oct 03 2010 13:59:52 GMT-0700 (Pacific Daylight Time))>

Please verify this with our transfer of service department as well.


Christie(Sun Oct 03 2010 10:59:58 GMT-0700 (Pacific Daylight Time))>

Then why am I able to make calls on that phone number?


Christie(Sun Oct 03 2010 11:00:05 GMT-0700 (Pacific Daylight Time))>

And why did Comcast let someone else have my phone number?


Rosanna(Sun Oct 03 2010 14:00:06 GMT-0700 (Pacific Daylight Time))>

Please wait, while the problem is escalated to another analyst


analyst Harry has entered room


Harry(Sun Oct 03 2010 14:00:17 GMT-0700 (Pacific Daylight Time))>

My name is Harry and I am here to fulfill your transfer of services order. How are you

today?


analyst Rosanna has left room


Christie(Sun Oct 03 2010 11:00:34 GMT-0700 (Pacific Daylight Time))>

Pretty annoyed at this point, Harry. I've already been in this chat over an hour.


Harry(Sun Oct 03 2010 14:01:13 GMT-0700 (Pacific Daylight Time))>

I understand that, Christie. Not to worry, I will do my best to be helping you out

with your order.


Harry(Sun Oct 03 2010 14:01:14 GMT-0700 (Pacific Daylight Time))>

Please give me a moment to review the transcript that you had with the previous

analyst. Please stay on the line and I will get back to you shortly.


Harry(Sun Oct 03 2010 14:01:21 GMT-0700 (Pacific Daylight Time))>

Please stay on the chat line.


Harry(Sun Oct 03 2010 14:01:22 GMT-0700 (Pacific Daylight Time))>

Thank you.


Christie(Sun Oct 03 2010 11:01:27 GMT-0700 (Pacific Daylight Time))>

All right. Thank you.


Harry(Sun Oct 03 2010 14:01:34 GMT-0700 (Pacific Daylight Time))>

You are most welcome


Harry(Sun Oct 03 2010 14:03:52 GMT-0700 (Pacific Daylight Time))>

I am still here Christie and is reviewing the transcript that you had on the previous

analyst. Please stay on the line.


Harry(Sun Oct 03 2010 14:03:53 GMT-0700 (Pacific Daylight Time))>

One moment please.


Harry(Sun Oct 03 2010 14:03:53 GMT-0700 (Pacific Daylight Time))>

Thank you.


Christie(Sun Oct 03 2010 11:04:00 GMT-0700 (Pacific Daylight Time))>

ok


Harry(Sun Oct 03 2010 14:06:47 GMT-0700 (Pacific Daylight Time))>

Thank you for waiting, Christie. I can see here that you have a problem concerning

your phone number, am I correct?


Christie(Sun Oct 03 2010 11:07:27 GMT-0700 (Pacific Daylight Time))>

YES


Harry(Sun Oct 03 2010 14:07:30 GMT-0700 (Pacific Daylight Time))>

Thank you for confirming that.


Harry(Sun Oct 03 2010 14:07:46 GMT-0700 (Pacific Daylight Time))>

I am seeing here in the account that the phone number is [redacted], am I correct?


Christie(Sun Oct 03 2010 11:07:56 GMT-0700 (Pacific Daylight Time))>

Yes


Harry(Sun Oct 03 2010 14:08:00 GMT-0700 (Pacific Daylight Time))>

Thank you for verifying that.


Harry(Sun Oct 03 2010 14:08:48 GMT-0700 (Pacific Daylight Time))>

Since you have already talked with our digital voice analyst, may I know if there

would be anything else that you may wish to clarify and or ask?


Christie(Sun Oct 03 2010 11:09:41 GMT-0700 (Pacific Daylight Time))>

Sure, why did Comcast give my phone number away, why will it take so long to fix it,

and if that is the real explanation of what happened, HOW DID IT HAPPEN, and why can I

still make calls on the line if it's been given away to some other provider?


Christie(Sun Oct 03 2010 11:10:26 GMT-0700 (Pacific Daylight Time))>

This seems literally to be an impossible screw-up on Comcast's part.


Harry(Sun Oct 03 2010 14:11:06 GMT-0700 (Pacific Daylight Time))>

I deeply apologize for this inconvenience Christie, I understand how frustrating it is

to be having issues such as this. May I verify if this number is the one that you are

referring with: [redacted] ?


Christie(Sun Oct 03 2010 11:11:30 GMT-0700 (Pacific Daylight Time))>

I just confirmed that six lines up, Harry.


Harry(Sun Oct 03 2010 14:12:33 GMT-0700 (Pacific Daylight Time))>

Thank you for that, Christie. I am seeing here that this number has been ported out to

comcast, may I know if this number is from another company and or service provider

that we just port out?


Christie(Sun Oct 03 2010 11:12:49 GMT-0700 (Pacific Daylight Time))>

Harry, did you not read this transcript? You said you did.


Christie(Sun Oct 03 2010 11:13:00 GMT-0700 (Pacific Daylight Time))>

This is my same number that I've had, WITH COMCAST, for years.


Christie(Sun Oct 03 2010 11:13:07 GMT-0700 (Pacific Daylight Time))>

It wasn't ported from another company.


Christie(Sun Oct 03 2010 11:13:30 GMT-0700 (Pacific Daylight Time))>

Now when people call me they get a disconnected message.


Christie(Sun Oct 03 2010 11:14:07 GMT-0700 (Pacific Daylight Time))>

All of a sudden for absolutely no reason anyone has offered me. Rosanna, the previous

analyst, said Comcast gave my number away to another provider. And it will take 24

hours to fix it.


Christie(Sun Oct 03 2010 11:14:17 GMT-0700 (Pacific Daylight Time))>

I said that was unacceptable and she transferred me to you.


Christie(Sun Oct 03 2010 11:14:47 GMT-0700 (Pacific Daylight Time))>

I've been on this chat for an HOUR AND A HALF now.


Harry(Sun Oct 03 2010 14:15:13 GMT-0700 (Pacific Daylight Time))>

I apologize for I have overlooked it Christie, I am also viewing the previous

transactions that you had recently most especially that I am only a transfer of

service representative, I am also viewing it here on my end if there was a mistake on

the transfer of the phone service.


Harry(Sun Oct 03 2010 14:15:29 GMT-0700 (Pacific Daylight Time))>

I apologize for that, Christie. I am doing my best to check on this concern.


Harry(Sun Oct 03 2010 14:16:57 GMT-0700 (Pacific Daylight Time))>

I am still checking on the account.


Harry(Sun Oct 03 2010 14:16:58 GMT-0700 (Pacific Daylight Time))>

One moment please.


Christie(Sun Oct 03 2010 11:17:22 GMT-0700 (Pacific Daylight Time))>

ok


Harry(Sun Oct 03 2010 14:20:06 GMT-0700 (Pacific Daylight Time))>

One moment.


Harry(Sun Oct 03 2010 14:20:49 GMT-0700 (Pacific Daylight Time))>

Let me verify, is this your previous address, Christie: [redacted]


Christie(Sun Oct 03 2010 11:21:15 GMT-0700 (Pacific Daylight Time))>

Yes


Harry(Sun Oct 03 2010 14:21:41 GMT-0700 (Pacific Daylight Time))>

Thank you for confirming that.


Harry(Sun Oct 03 2010 14:22:05 GMT-0700 (Pacific Daylight Time))>

I am seeing here in the previous address that you have two lines, the other one is

[redacted], is this correct?


Christie(Sun Oct 03 2010 11:22:34 GMT-0700 (Pacific Daylight Time))>

I think so, but off the top of my head I don't remember the number. I just used it to

send faxes now and then.


Christie(Sun Oct 03 2010 11:22:48 GMT-0700 (Pacific Daylight Time))>

I disconnected that line as I no longer used it.


Harry(Sun Oct 03 2010 14:22:46 GMT-0700 (Pacific Daylight Time))>

Oh I see.


Harry(Sun Oct 03 2010 14:22:46 GMT-0700 (Pacific Daylight Time))>

Thank you for confirming that.


Harry(Sun Oct 03 2010 14:23:03 GMT-0700 (Pacific Daylight Time))>

May I ask when was your installation date for this new address that you are currently

in?


Harry(Sun Oct 03 2010 14:23:08 GMT-0700 (Pacific Daylight Time))>

Thank you for the additional information that you have given me.


Christie(Sun Oct 03 2010 11:23:12 GMT-0700 (Pacific Daylight Time))>

Sept 1


Harry(Sun Oct 03 2010 14:23:37 GMT-0700 (Pacific Daylight Time))>

I see.


Harry(Sun Oct 03 2010 14:24:43 GMT-0700 (Pacific Daylight Time))>

I am seeing here that the previous analyst who assisted has set the stop bill date and

or the disconnection date on August 31st, this might be the reason why you are having

a problem with the phone service. Here in Movers Edge department


Harry(Sun Oct 03 2010 14:25:03 GMT-0700 (Pacific Daylight Time))>

Sorry for I have accidentally hit the enter button.


Christie(Sun Oct 03 2010 11:25:35 GMT-0700 (Pacific Daylight Time))>

Well, everything's been working fine for the last month


Harry(Sun Oct 03 2010 14:25:58 GMT-0700 (Pacific Daylight Time))>

Here is the continuation, here in Movers Edge department we normally process both the

installation and the disconnection of the services as well on the same day so as not

to affect any interruption on the phone.


Christie(Sun Oct 03 2010 11:26:19 GMT-0700 (Pacific Daylight Time))>

There was no reason they couldn't have done that.


Harry(Sun Oct 03 2010 14:26:33 GMT-0700 (Pacific Daylight Time))>

I apologize for the previous analyst forgot to tell you and made you aware on this.


Christie(Sun Oct 03 2010 11:26:39 GMT-0700 (Pacific Daylight Time))>

I still don't understand why that means you all of a sudden give my phone number away.


Christie(Sun Oct 03 2010 11:26:44 GMT-0700 (Pacific Daylight Time))>

A full month later.


Christie(Sun Oct 03 2010 11:26:56 GMT-0700 (Pacific Daylight Time))>

Nor why it's going to take so long to fix it.


Harry(Sun Oct 03 2010 14:26:57 GMT-0700 (Pacific Daylight Time))>

Not to worry, I will certainly go over this concern of yours Christie.


Harry(Sun Oct 03 2010 14:27:18 GMT-0700 (Pacific Daylight Time))>

I apologize for that and this inconvenience Christie.


Christie(Sun Oct 03 2010 11:28:01 GMT-0700 (Pacific Daylight Time))>

Thank you. I'd really like to get off this chat, I've been sitting at my computer now

for an hour and 45 minutes.


Christie(Sun Oct 03 2010 11:28:13 GMT-0700 (Pacific Daylight Time))>

Can we get this fixed quickly?


Harry(Sun Oct 03 2010 14:30:01 GMT-0700 (Pacific Daylight Time))>

I apologize for that Christie. Due to limited resources and tools, I can only process

transfer of services here on my end. However, I can give you a contact number for you

to raise this concern for our Account specialist does have the needed and necessary

tools in resolving this concern, all you have to do is to call 1-800-2662278.


Christie(Sun Oct 03 2010 11:30:24 GMT-0700 (Pacific Daylight Time))>

Will they be there now, or do I have to wait until tomorrow?


Harry(Sun Oct 03 2010 14:30:58 GMT-0700 (Pacific Daylight Time))>

As much as I really want to solve this concern but my actions are very limited

likewise the tools that I have at hand.


Harry(Sun Oct 03 2010 14:31:16 GMT-0700 (Pacific Daylight Time))>

Our hotline is open from Mondays to Saturdays from 8am to 7pm.


Christie(Sun Oct 03 2010 11:31:28 GMT-0700 (Pacific Daylight Time))>

Oh for heaven's sake.


Harry(Sun Oct 03 2010 14:32:24 GMT-0700 (Pacific Daylight Time))>

I will also give you the nearest local Comcast office in your area and will be

checking on it if it is open 24/7.


Harry(Sun Oct 03 2010 14:32:24 GMT-0700 (Pacific Daylight Time))>

One moment please.


Christie(Sun Oct 03 2010 11:33:12 GMT-0700 (Pacific Daylight Time))>

I just called this number, it's just the same general number I started at almost two

hours ago.


Harry(Sun Oct 03 2010 14:33:41 GMT-0700 (Pacific Daylight Time))>

I found a service center that is open today.


Harry(Sun Oct 03 2010 14:33:42 GMT-0700 (Pacific Daylight Time))>

One moment please.


Christie(Sun Oct 03 2010 11:33:50 GMT-0700 (Pacific Daylight Time))>

Which is experiencing "longer than usual call volumes"


Christie(Sun Oct 03 2010 11:33:53 GMT-0700 (Pacific Daylight Time))>

Thanks.


Harry(Sun Oct 03 2010 14:33:58 GMT-0700 (Pacific Daylight Time))>

You are most welcome


Harry(Sun Oct 03 2010 14:34:38 GMT-0700 (Pacific Daylight Time))>

Lucky Spot
1917 Irving St
San Francisco , CA 94122
Phone: 800-945-2288
Hours: Monday-Saturday: 7:00am-6:30pm. Sunday: 7:00am-5:00pm.


Harry(Sun Oct 03 2010 14:34:44 GMT-0700 (Pacific Daylight Time))>

Start: [redacted]
End: 1917 Irving St, San Francisco, CA 94122

Total Distance: 1.1 miles
Driving Time: 3 minutes

Directions Miles
1) Depart Start on 17th Ave (North) 0.9
2) Turn LEFT (West) onto Irving St 0.2


Christie(Sun Oct 03 2010 11:35:29 GMT-0700 (Pacific Daylight Time))>

No, really, you're kidding. You want me to GO THERE?


Christie(Sun Oct 03 2010 11:35:33 GMT-0700 (Pacific Daylight Time))>

You have got to be kidding me.


Christie(Sun Oct 03 2010 11:35:45 GMT-0700 (Pacific Daylight Time))>

All that is, is somewhere people can pay their bills. You know that no one there can

help me.


Harry(Sun Oct 03 2010 14:35:49 GMT-0700 (Pacific Daylight Time))>

You may try to call the number that I have provided.


Christie(Sun Oct 03 2010 11:36:13 GMT-0700 (Pacific Daylight Time))>

I see, okay.


Harry(Sun Oct 03 2010 14:36:21 GMT-0700 (Pacific Daylight Time))>

Thank you for understanding.


Harry(Sun Oct 03 2010 14:36:23 GMT-0700 (Pacific Daylight Time))>

Would there be anything else that I can help you with today?


Christie(Sun Oct 03 2010 11:37:16 GMT-0700 (Pacific Daylight Time))>

No, Harry. By the way, that number just rolls to the regular main Comcast number that

I started with. The one with higher than normal call volume and that suggests I try

online support.


Christie(Sun Oct 03 2010 11:37:38 GMT-0700 (Pacific Daylight Time))>

I'm going to sign off this chat now. Thank you for trying to assist me.


Harry(Sun Oct 03 2010 14:37:45 GMT-0700 (Pacific Daylight Time))>

You are most welcome


Harry(Sun Oct 03 2010 14:37:48 GMT-0700 (Pacific Daylight Time))>

Thank you for choosing COMCAST. We value you as a customer. Do you want to watch full

TV shows and movies online? Go to www.fancast.com. If you need further assistance, you

can chat with one of our Customer Support Specialists 24 hours a day, 7 days a week at

www.comcastsupport.com. Again, this is Harry, thank you for bringing Comcast into your

home, it has been a pleasure assisting you.


Harry(Sun Oct 03 2010 14:37:49 GMT-0700 (Pacific Daylight Time))>

Thank you for your time and patience. I highly appreciate it.


Harry(Sun Oct 03 2010 14:37:50 GMT-0700 (Pacific Daylight Time))>

Take care and bye for now.

Comments

[Cheryl]

This just proves the point I tried to make in a previous department I worked in. They have these stupid scripts they want read constantly so that customers will rave about them on surveys. I have always said that the last thing you should do is ask 'Is there anything else I can help you with' when you haven't been able to solve the issue they called about. While courtesy is important, most customers want action before courtesy. You can be polite all you want but getting to the point and providing actual service gets you more points.

[Arlene]

The transcript is quite funny in that ironic "yeah, this sounds so familiar" way! I have Comcast too (no other choice for cable or internet)--and I've come to disbelieve just about anything they tell me when the internet goes down (which happens too often). Somehow I have trouble believing in the coincidence theory when they try to tell me that my neighbors' and my routers just happened to fail at the same time.

[Ed fox]

This happened to me.

Comcast said that verizon stole the number.