February 2012
24 posts
4 tags
January 2012
9 posts
Comcast Support, the sequel
Jennifer > Hello JEFF_, Thank you for contacting Comcast Live Chat Support. My name is Jennifer. Please give me one moment to review your information.
Jennifer > Thank you for choosing Comcast, where we value all of our customers, my name is Jennifer, how may I assist you today?
JEFF_ > I came home today and my internet was not working. I reset my cable modem, it came back up. now when i try to get to the internet I am presented with an intercept screen that is asking me to activate my service.
JEFF_ > i activated when I got the service.
Jennifer > I am sorry. That must be a difficult situation in activating your service and I understand where you are coming from. No worries, I will check on this for you.
Jennifer > I'd be more than happy to assist you in activating your internet service.
Jennifer > Let us pull up your account first.
Jennifer > May I please have the following informations for security and verification purposes:
1.) Telephone number listed on the account 2.) Name on the account 3.) Account holder's Last 4 of SSN
JEFF_ > i already activated
JEFF_ > months ago
JEFF_ > this is not new service
Jennifer > I understand, but whenever you try to access any website, it prompts you to the activation page, is that correct?
JEFF_ > yes
JEFF_ > that is new behavior today
Jennifer > Let me work on this for you.
Jennifer > May I please have the following informations for security and verification purposes:
1.) Telephone number listed on the account 2.) Name on the account 3.) Account holder's Last 4 of SSN
JEFF_ > [redacted]
Jennifer > Thank you. Please give me one moment while I pull up your account.
Jennifer > May I know if you have connected a router in between your Computer and the cable modem?
JEFF_ > yes
Jennifer > By the way, could you kindly verify to me the CMAC Address of the internet modem you have? The information should be in a sticker attached on the modem.
Jennifer > The information about the CMAC Address may be found at the back of your internet modem. It is sometimes labelled as HFC MAC ID.
JEFF_ > sure, just a sec
Jennifer > Sure, Jeff. Please take your time.
JEFF_ > [redacted]
Jennifer > Thank you. I will now take the necessary steps to get you surfing on the internet. Please give me one moment.
Jennifer > One of the benefits of our internet service is that we offer you Norton Antivirus. This allows you and your family to surf the web with the confidence your equipment is safe.
Jennifer > Just to set your expectation, I would be sending a reset command to your cable modem as part of our activation. This may cause a series of slight service interruption. Please don't click on anything until you are back online in a couple of minutes. Please make sure not to close this chat window.
JEFF_ > ok
Jennifer > By the way, may I please ask for the make and model of this modem?
JEFF_ > motorola surfboard sb6121
Jennifer > Thank you so much for that information.
Jennifer > One moment please.
Jennifer > Kindly do a hard reset on your internet modem.
Jennifer > To reset the modem you will need a tip of a pen or you can use a paper clip. On the back of the device is a small hole labeled "reset." Press and hold for about 10 seconds to reset the device.
JEFF_ > why?
JEFF_ > it is obviously fully connected
JEFF_ > i can get all the way to your activation server
Jennifer > I understand. We just sent a refresh signal to it. We just need to refresh your modem's connection.
JEFF_ > i have a public IP from you
JEFF_ > i don't mind rebooting it
JEFF_ > but I don't think that resetting all my configuration is wise
Jennifer > We just provisioned the modem, so we need to refresh the modem's signal by doing a hard reset to it.
JEFF_ > i have no problem rebooting it
Jennifer > Just make sure not to close this chat.
JEFF_ > if i do a hard reset and completely erase the settings, I will have to do lots of reconfiguration of the modem before I can even get my internal network back online
JEFF_ > are you asking me to reboot it or to reset all the settings?
Jennifer > I understand, Jeff. But since we just sent a signal, the modem needs to detect it in order for you to have internet access.
Jennifer > To reset the modem you will need a tip of a pen or you can use a paper clip. On the back of the device is a small hole labeled "reset." Press and hold for about 10 seconds to reset the device.
Jennifer > Please try to click on this link: http://www.google.com or http://www.yahoo.com
Jennifer > Are you able to access yahoo or google now?
JEFF_ > no
Jennifer > Since you are using a router, please try to power cycle it. Kindly turn off the router for a few seconds and power it on again.
JEFF_ > as expected i get to the activation page
JEFF_ > i already did
JEFF_ > the problem is not my router
JEFF_ > it routes just fine
JEFF_ > you know, never mind.
JEFF_ > it is just easier to go through the reactivation process
JEFF_ > eventhough it is stupid that I have to since I did it months ago
JEFF_ > there, i answered the questions on the activation form. it appears to be activating me
Jennifer > Please try to click on this link: http://www.google.com or http://www.yahoo.com
JEFF_ > thank you for not solving my problem.
Jennifer > Analyst has closed chat and left the room
2290Living: This is too easy →
2290living:
So far, so……easy. Hate to risk jinxing myself but really the hardest part of this trek has been keeping up with the blog. So far I have really just made two major changes in my spending - switched to the credit union and found a new place to buy dog food. I have also found a few pleasant surprises…
December 2011
2 posts
Poached salmon, gnocchi, and bitter greens ala French Laundry tonight. Don’t worry, Thomas Keller wouldn’t hire me.
November 2011
1 post
Comast ordering process
eSupport Chat Transcript
Jeff > Order Information
Kumar > Hello Jeff_, Thank you for contacting Comcast Live Chat Support. My name is Kumar. Please give me one moment to review your information.
Kumar > Thank you for contacting Comcast, Jeff! I see you are interested in adding Comcast services. How are you doing today?
Jeff_ > i'm great. thanks
Kumar > Glad to know that!
Kumar > You are welcome.
Kumar > Are you existing customer with Comcast?
Jeff_ > no
Kumar > Welcome to the Comcast. I appreciate your interest in Comcast service.
Kumar > As I understand you are interested in to sign Blast Extra TV and Internet bundle for $39.99 for 12 months.
Kumar > Am I right?
Jeff_ > what does for 12 months mean?
Kumar > After 12 months the package would cost you $54.99
Jeff_ > I thought it was no-term
Jeff_ > ok
Jeff_ > so it's a price guarantee
Jeff_ > for 12 months
Kumar > No agreement is there with the package.
Kumar > First Name: Jeff
Last Name: Cornejo
Email Address: [redacted]
Day Phone: [redacted]
Evening Phone: [redacted]
Service Street Addr: [redacted]
Service Addr Apt:
Service Addr City: [redacted]
Service Addr State: [redacted]
Service Addr Zip: [redacted]
Billing Street Addr: [redacted]
Billing Addr Apt:
Billing Addr City: [redacted]
Billing Addr State: [redacted]
Billing Addr Zip: [redacted]
Kumar > Please confirm the address.
Jeff_ > That is my home address
Kumar > Thank you
Kumar > In order to prcess your Order we need to run a credit check on your account to determine if there is deposit required or not. I will need your full Social Security Number to go ahead with this. Is that fine with you?
Jeff_ > You already have my social security number.
Jeff_ > and sure, run the credit check.
Kumar > Thank you
Kumar > May I have your full Social Security Number, please?
Kumar > Comcast attempts to obtain a Social Security number (SSNs) for all accounts when they are opened in order to preserve the security of your identity and limit access to billing and account infor¬mation to only the account holder. Once this information is submitted in the web form, it is purged from the web form and not transmitted to my system. This is added as another layer of protection for your identity.
Jeff_ > I already typed my social security number into the order form.
Jeff_ > along with my birth date.
Kumar > Comcast attempts to obtain a Social Security number (SSNs) for all accounts when they are opened in order to preserve the security of your identity and limit access to billing and account infor¬mation to only the account holder. Once this information is submitted in the web form, it is purged from the web form and not transmitted to my system. This is added as another layer of protection for your identity.
Kumar > That is why I need it on chat.
Jeff_ > Kumar, are you reading what I'm typing and what you are pasting?
Jeff_ > you told me to enter into the web form
Jeff_ > i told you that i already typed it into the web form before it got to you
Kumar > Jeff, we can not able to get that in the order form. Comcast website ask to enter for t he ID check of the customer, On chat to process the order we need to run the credit check.
Jeff_ > hello?
Kumar > Yes, sir
Jeff_ > kumar, the information you pasted says "to submit it on the webform, that it will not be transmitted to your system. that this is another protection for my identity."
Jeff_ > you told me that
Jeff_ > now you are telling me to do something else
Jeff_ > i already typed my social security number into the webform
Jeff_ > i am not going to type it here into a chat system. sorry.
Jeff_ > you pasted your protocol to me, not the other way around.
Kumar > I understand your hesitation with giving out information online. I used to feel that way as well. However let me reassure you that COMCAST is all about protecting customers confidentiality and whatever information that you provide will remain between us.
Jeff_ > i do not feel comfortable.
Jeff_ > i keyed it into the webform as requested
Jeff_ > the information about your own procedure which you pasted, confirms that is the proper procedure
Jeff_ > now you are asking me to do something out of that procedure
Jeff_ > if you cannot fill my order, that is fine. Just let me know.
Kumar > Alreight. I can understand your concern, however, I am sorry. Website information like SSN, not transferred to the agent with the order form. This is what Comcast has design the website. We are just following our procedure.
Kumar > If you are not comfortable then you can call 1-800-934-6489.
Kumar > * Alright
Jeff_ > i disagree that you are following your procedure
Jeff_ > did you read the thing you pasted to me?
Jeff_ > i would copy and paste it back to you, but this chat prohibits it.
Jeff_ > can i get this transcript emailed to me please?
Jeff_ > I'm done here.
April 2011
1 post
3 tags
March 2011
2 posts
December 2010
12 posts
3 tags
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