Fun with some ***** at Comcast

By tgreaves ยท 12 replies
Jan 17, 2008
  1. Just read the transcript below, it explains it all.. Cant wait until FiOS is available in my area..

    user Tim_ has entered room

    Tim(Thu Jan 17 16:51:48 EST 2008)>Question about 6mbps service..

    analyst Naseem has entered room

    Naseem(Thu Jan 17 16:51:51 EST 2008)>Hello Tim_, Thank you for contacting Comcast Live Chat Support. My name is Naseem. Please give me one moment to review your information.

    Naseem(Thu Jan 17 16:51:54 EST 2008)>Thank you for contacting Comcast. I am going to bring out the account.

    Naseem(Thu Jan 17 16:52:21 EST 2008)>Tim is this the home phone number XXX-XXX-XXXX?

    Tim_(Thu Jan 17 16:52:27 EST 2008)>yes

    Tim_(Thu Jan 17 16:52:42 EST 2008)>I want to know what speed service that you have me rated for..

    Naseem(Thu Jan 17 16:53:25 EST 2008)>Yes how may I help you with 6 mbps?

    Tim_(Thu Jan 17 16:53:40 EST 2008)>huh.. Re-read my question..

    Naseem(Thu Jan 17 16:54:14 EST 2008)>I am checking the modem, please wait.

    Tim_(Thu Jan 17 16:54:43 EST 2008)>ok

    Tim_(Thu Jan 17 16:55:01 EST 2008)>Its an old modem, thats for sure..

    Naseem(Thu Jan 17 16:58:31 EST 2008)> I am sorry, may I have the Mac ID from the modem?

    Tim_(Thu Jan 17 16:59:01 EST 2008)>Err.. Im not at my house right now so I dont know the MAC address for it..

    Tim_(Thu Jan 17 17:00:01 EST 2008)>I have my IP address if that helps..

    Naseem(Thu Jan 17 17:02:40 EST 2008)>Tim it is showing 6600/ kbps for downstream

    Naseem(Thu Jan 17 17:03:07 EST 2008)>Is there anything else I can assist you with today?

    Tim_(Thu Jan 17 17:03:22 EST 2008)>I tested it and it was more like 5500kbps down but thats ok.. Is there any way I can get the upload speed increased?

    Naseem(Thu Jan 17 17:05:18 EST 2008)>Yes you can increase the modem speed, by an extra $10.00 monthly charges.

    Naseem(Thu Jan 17 17:05:29 EST 2008)>Or you can change the modem.

    Tim_(Thu Jan 17 17:06:15 EST 2008)>Err.. Why is it $10 a month or change the modem.. Is the upload cap a setting on the modem?

    Tim_(Thu Jan 17 17:06:33 EST 2008)>Also what is the max upload speed supported?

    Naseem(Thu Jan 17 17:07:26 EST 2008)>I am sorry if you want you can replace the modem and if you are looking to increase the speed, then it will be $10.00 monthly charges.

    Tim_(Thu Jan 17 17:07:42 EST 2008)>What speed does that increase me to?

    Naseem(Thu Jan 17 17:09:17 EST 2008)>It is going to be 8800/ kbps

    Naseem(Thu Jan 17 17:09:44 EST 2008)>May I have the account number?

    Tim_(Thu Jan 17 17:09:51 EST 2008)>8800kbs upload?? Or is the $10 fee both an upload and download rate increase?

    Naseem(Thu Jan 17 17:10:54 EST 2008)>Yes the upload will be 768kbps

    Tim_(Thu Jan 17 17:11:26 EST 2008)>Err.. 768kbps isnt worth $10 extra a month..

    Tim_(Thu Jan 17 17:11:42 EST 2008)>Arent I at 512kbps now?

    Naseem(Thu Jan 17 17:11:44 EST 2008)>Is there anything else I can assist you with today?

    Tim_(Thu Jan 17 17:13:00 EST 2008)>Verizon is offering much faster upload and download speeds with FiOS for cheaper.. I would really hate to leave comcast but that seems like my only option for acceptable speeds.

    Naseem(Thu Jan 17 17:13:42 EST 2008)>I am sorry, do you want me to schedule a service call to check the modem?

    Tim_(Thu Jan 17 17:14:03 EST 2008)>Is there a problem with it?

    Naseem(Thu Jan 17 17:14:50 EST 2008)>No I am not showing any outage in the area.

    Tim_(Thu Jan 17 17:15:09 EST 2008)>Then why would you schedule a service call to check my modem?

    Naseem(Thu Jan 17 17:15:55 EST 2008)>Tim because you are keep saying it is an old modem.

    Naseem(Thu Jan 17 17:15:59 EST 2008)>Is there anything else I can assist you with today?

    Tim_(Thu Jan 17 17:16:28 EST 2008)>It is an old modem but will a new modem give me any faster upload/download speeds without paying an extra $10 per month?

    Naseem(Thu Jan 17 17:17:58 EST 2008)>No the speed will be the same 6600/ kbps.

    Naseem(Thu Jan 17 17:18:08 EST 2008)>Is there anything else I can assist you with today?

    Tim_(Thu Jan 17 17:18:20 EST 2008)>Well then theres no point to schedule anything since its running at that speed already..
  2. Cinders

    Cinders TechSpot Chancellor Posts: 872   +12

    Sounds like you behaved like a horse's patootie.
  3. tgreaves

    tgreaves TS Rookie Topic Starter Posts: 40


    I was actually just asking a question about my upload speed and you can see the *****ic replies that I got..
  4. LNCPapa

    LNCPapa TS Special Forces Posts: 4,276   +461

    At first it looked like you were getting fairly straight answers - granted with a bit of confusion but easy enough to read between the lines. Keep in mind that most of these guys use macros to speed up their replies and it looks like he was probably having issues with is or getting trigger happy.
  5. tgreaves

    tgreaves TS Rookie Topic Starter Posts: 40

    Well it started to seem strange when I asked him about my upload speed and he told me it costs more for faster service and then he wanted to schedule a service call for my modem when there is nothing wrong with it..
  6. MetalX

    MetalX TechSpot Chancellor Posts: 1,388

    Heh, I've had my share of ISP problems. I used to use Bell Sympatico (I believe it's only available in Canada). We got a 5mbps plan and I was happy with it until I realized I was only getting 2746kbps.

    I got online with tech support and was informed that the phone lines in my area (it was a DSL connection) were old and could only support up to 2800kbps. I asked why I was never informed about this, and they told me to go check the "small print" on their website.

    I checked and checked for about 2 hours, and never saw anything to notify customers about this potential complication. I told them I was dissatisfied with their service and we canceled our subscription.

    But when we did, we realized that they had been charging us for three connections per month, while we only ordered and used one. So instead of $50 per month, $150 was actually being taken out of my mom's bank account. The monthly bills never showed these extra fees.

    I think after about two years of triple charging and never providing a means for me to fund out about this "2800kbps limit", Bell is lucky to not have a lawsuit filed against them. If I were older and were more prickly, I might have done just that.
  7. captaincranky

    captaincranky TechSpot Addict Posts: 13,005   +2,532

    And you're not suing them why?
  8. LookinAround

    LookinAround Ex Tech Spotter Posts: 6,491   +184

    Better yet.....

    You probably weren't the only ones screwed this way... Consider a class action law suit. You should be able to find the right attorneys if you search online for class actions lawyers who might also specialize in this type of problem/industry.
  9. LookinAround

    LookinAround Ex Tech Spotter Posts: 6,491   +184

  10. AlbertLionheart

    AlbertLionheart TechSpot Chancellor Posts: 2,026

    If our experience in the UK is anything to go by, it will be a waste of space. You cannot criticise the competence of the likes of Bangalore Bertie because it is discriminatory.
  11. LuckyM

    LuckyM Banned Posts: 66

    were you talking to a PERSON? :confused: i thought it was some kind of bot... or his english language is limited to five phrases.
  12. AlbertLionheart

    AlbertLionheart TechSpot Chancellor Posts: 2,026

    Thats a thought - next time I have no choice but to talk to Bangalore Bertie/Bessie I will ask him/her if he/she is a 'bot.
    I will post the reply if printable.
  13. cptanthrax@gmai

    cptanthrax@gmai TS Rookie

    haha ive always hated Comcast/Time warner
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