user bruce has entered room
bruce(Mon Mar 21 2011 11:28:06 GMT-0700 (Pacific Daylight Time))>
cable fail. "One moment please, your service has been temporarily interrupted. it should be restored momentarily." Since last night
analyst Marilou has entered room
Marilou(Mon Mar 21 2011 11:37:30 GMT-0700 (Pacific Daylight Time))>
Hello bruce_, Thank you for contacting Comcast Live Chat Support. My name is Marilou. Please give me one moment to review your information.
Marilou(Mon Mar 21 2011 11:37:30 GMT-0700 (Pacific Daylight Time))>
My pleasure to have you on this chat! I always remain committed and focused to provide you quality customer service at my fullest effort. Before anything else, I want to extend my apologies for the inconvenience this issue has caused you. I hope you're doing fine.
bruce_(Mon Mar 21 2011 08:38:00 GMT-0700 (Pacific Daylight Time))>
right. my cable is out
Marilou(Mon Mar 21 2011 11:38:18 GMT-0700 (Pacific Daylight Time))>
Hi Bruce.
Marilou(Mon Mar 21 2011 11:38:40 GMT-0700 (Pacific Daylight Time))>
I understand how inconvenient it is if your cable is not working. I sincerely apologize for the inconvenience.
Marilou(Mon Mar 21 2011 11:38:53 GMT-0700 (Pacific Daylight Time))>
Don't worry, Bruce. I can certainly help you.
Marilou(Mon Mar 21 2011 11:38:55 GMT-0700 (Pacific Daylight Time))>
In order to assist you better, could I please have your complete account number or the phone number associated to your account?
bruce_(Mon Mar 21 2011 08:39:21 GMT-0700 (Pacific Daylight Time))>
tel xxxxxxxxxxx
Marilou(Mon Mar 21 2011 11:40:08 GMT-0700 (Pacific Daylight Time))>
Thank you for the information. Please give me a minute to pull up your account.
While waiting, let me share with you the best features of Comcast Customer Central. You can manage your account right at your fingertips! You can view your Comcast bill online, print a hard copy and make payments. You can set up automatic monthly payments as well. There's also a lot of self-help options for basic troubleshooting. Feel free to check all these features by going to this link: customer.comcast.com/Public/Home.aspx
Marilou(Mon Mar 21 2011 11:41:12 GMT-0700 (Pacific Daylight Time))>
Thank you for waiting. As Comcast values the integrity of your account, please verify the following information for me:
1. Name on the account
2. Address on the account
3. Last four of your Social
bruce_(Mon Mar 21 2011 08:41:29 GMT-0700 (Pacific Daylight Time))>
bruce bortin
bruce_(Mon Mar 21 2011 08:41:52 GMT-0700 (Pacific Daylight Time))>
xxx xx x x xxx
bruce_(Mon Mar 21 2011 08:42:07 GMT-0700 (Pacific Daylight Time))>
*** ** xxxx
bruce_(Mon Mar 21 2011 08:42:48 GMT-0700 (Pacific Daylight Time))>
what's the last four digits of your social, marilou?
Marilou(Mon Mar 21 2011 11:43:10 GMT-0700 (Pacific Daylight Time))>
Thank you very much for helping me verify the account.
Marilou(Mon Mar 21 2011 11:43:39 GMT-0700 (Pacific Daylight Time))>
May I know why are you asking for the last 4 of my social?
bruce_(Mon Mar 21 2011 08:44:25 GMT-0700 (Pacific Daylight Time))>
because now you know mine. reciprocity. great. Now let's get that cable turned back on
Marilou(Mon Mar 21 2011 11:44:54 GMT-0700 (Pacific Daylight Time))>
You made me smile, Bruce.
Marilou(Mon Mar 21 2011 11:44:56 GMT-0700 (Pacific Daylight Time))>
May I know since when did you start having this issue?
bruce_(Mon Mar 21 2011 08:45:38 GMT-0700 (Pacific Daylight Time))>
a little after 8pm yesterday
Marilou(Mon Mar 21 2011 11:46:50 GMT-0700 (Pacific Daylight Time))>
Ok. I see here that you only have 1 cable box. Is that correct?
bruce_(Mon Mar 21 2011 08:47:36 GMT-0700 (Pacific Daylight Time))>
yes. green light on cable box goes blink, blink, pause. repeat.
Marilou(Mon Mar 21 2011 11:47:57 GMT-0700 (Pacific Daylight Time))>
Thank you for the information.
Marilou(Mon Mar 21 2011 11:48:04 GMT-0700 (Pacific Daylight Time))>
May I know if you have any other equipment connected in between the box and the TV?
bruce_(Mon Mar 21 2011 08:48:25 GMT-0700 (Pacific Daylight Time))>
let me look . BRB
Marilou(Mon Mar 21 2011 11:49:04 GMT-0700 (Pacific Daylight Time))>
Sure.
bruce_(Mon Mar 21 2011 08:49:08 GMT-0700 (Pacific Daylight Time))>
nope. straight out of ther box into the tv. white coax
Marilou(Mon Mar 21 2011 11:49:27 GMT-0700 (Pacific Daylight Time))>
Thank you for checking.
Marilou(Mon Mar 21 2011 11:49:51 GMT-0700 (Pacific Daylight Time))>
Alright Bruce. I will send a signal to refresh the information inside your box. The signal will also correct any corrupted data. However, just to set proper expectation, it will take 30-45 minutes for your box to completely download the signal.
bruce_(Mon Mar 21 2011 08:51:43 GMT-0700 (Pacific Daylight Time))>
right. so we can just chat while we wait. Do you like justin bieber?
bruce_(Mon Mar 21 2011 08:52:27 GMT-0700 (Pacific Daylight Time))>
how will I know when download begins? How will I knlow when it's done?
Marilou(Mon Mar 21 2011 11:53:34 GMT-0700 (Pacific Daylight Time))>
Once your cable box is finished downloading the signal, the light on the cable box will become steady. By the way, Bruce, could we please unplug the power cord of the cable box from the power outlet for a minute, then plug it back in?
bruce_(Mon Mar 21 2011 08:53:54 GMT-0700 (Pacific Daylight Time))>
hold on...
Marilou(Mon Mar 21 2011 11:54:03 GMT-0700 (Pacific Daylight Time))>
Sure.
bruce_(Mon Mar 21 2011 08:54:18 GMT-0700 (Pacific Daylight Time))>
unplugged...
bruce_(Mon Mar 21 2011 08:55:04 GMT-0700 (Pacific Daylight Time))>
TIC, TIC, TIC...
bruce_(Mon Mar 21 2011 08:55:32 GMT-0700 (Pacific Daylight Time))>
plugged back in
Marilou(Mon Mar 21 2011 11:56:37 GMT-0700 (Pacific Daylight Time))>
Thank you.
bruce_(Mon Mar 21 2011 08:57:55 GMT-0700 (Pacific Daylight Time))>
now what? when does download begin?
Marilou(Mon Mar 21 2011 11:58:48 GMT-0700 (Pacific Daylight Time))>
Alright. I will send the signal now, Bruce.
bruce_(Mon Mar 21 2011 08:59:22 GMT-0700 (Pacific Daylight Time))>
can i get a refund on my bill? I really wanted to see Bob's Burgers last night, and i couldn't
Marilou(Mon Mar 21 2011 12:00:07 GMT-0700 (Pacific Daylight Time))>
May I know if you reported your service issue last night?
bruce_(Mon Mar 21 2011 09:00:53 GMT-0700 (Pacific Daylight Time))>
nope. I was waiting for the momentary restoration of service
Marilou(Mon Mar 21 2011 12:01:31 GMT-0700 (Pacific Daylight Time))>
I'm sorry, Bruce. We can not give you a credit adjustment if you did not report your issue last night.
Marilou(Mon Mar 21 2011 12:01:57 GMT-0700 (Pacific Daylight Time))>
I have the confirmation that the signal was sent to your cable box. I would suggest you to please do not do any thing with the box for 45 minutes to ensure that the downloading of the signal will not be interrupted.
Marilou(Mon Mar 21 2011 12:02:04 GMT-0700 (Pacific Daylight Time))>
If you have other concerns, please don't hesitate to tell me. I'll be more than willing to assist you.
bruce_(Mon Mar 21 2011 09:02:33 GMT-0700 (Pacific Daylight Time))>
I say boo to that, marilou. What about all the awesome programming that I've been missing since i did report it, by phone 2 hours ago?
Marilou(Mon Mar 21 2011 12:04:06 GMT-0700 (Pacific Daylight Time))>
We can only give credit if the service is not working for 24 hours starting on the time the customer reported the issue.
bruce_(Mon Mar 21 2011 09:04:40 GMT-0700 (Pacific Daylight Time))>
I give comcast $74 a month for uninterrupted cable service, and it failed. I deserve recompense.
Marilou(Mon Mar 21 2011 12:05:12 GMT-0700 (Pacific Daylight Time))>
I suggest you to call your local office at 1-800-934-6489.
bruce_(Mon Mar 21 2011 09:06:17 GMT-0700 (Pacific Daylight Time))>
1-800 is not local to anywhere. I was on hold with comcast for half an hour this morning, and then they hung up.
bruce_(Mon Mar 21 2011 09:06:44 GMT-0700 (Pacific Daylight Time))>
I'm not happy about this,marilou
Marilou(Mon Mar 21 2011 12:07:31 GMT-0700 (Pacific Daylight Time))>
I'm sorry, Bruce. As much as I would like to help you, we are not allowed to process credit adjustment here in chat.
bruce_(Mon Mar 21 2011 09:09:02 GMT-0700 (Pacific Daylight Time))>
may I please speak with your supervisor, then? Please have your supervisor call me. You've got my number. and the last four of my social
Marilou(Mon Mar 21 2011 12:10:13 GMT-0700 (Pacific Daylight Time))>
Bruce, we are from the chat support group. If you wanted to speak with a manager, please call them at 1-800-934-6489.
bruce_(Mon Mar 21 2011 09:10:51 GMT-0700 (Pacific Daylight Time))>
goodbye, marilou. this has been frustrating
Marilou(Mon Mar 21 2011 12:11:16 GMT-0700 (Pacific Daylight Time))>
I totally apologize for this, Bruce.
Marilou(Mon Mar 21 2011 12:11:34 GMT-0700 (Pacific Daylight Time))>
Please feel free to chat with us if you have questions and concerns. You can also call our Customer Service Department at 1-800-934-6489 or log in to our help web sites at www.comcast.com and www.comcast.net for assistance.
bruce_(Mon Mar 21 2011 09:12:22 GMT-0700 (Pacific Daylight Time))>
You've done what you could, Marilou. I hope that download works. I hope it's actually happening.
Marilou(Mon Mar 21 2011 12:12:48 GMT-0700 (Pacific Daylight Time))>
Oftentimes, the signal resolves this kind of issue. Once the signal is completely downloaded, you will be able to get all the channels that are included in your cable package.
Marilou(Mon Mar 21 2011 12:12:59 GMT-0700 (Pacific Daylight Time))>
Just a recap, we were able to do the basic troubleshooting steps to fix your cable issue. Now, we just need to wait for the complete downloading of the signal. Rest assured that after 45 minutes, your cable will be up and working.
bruce_(Mon Mar 21 2011 09:14:04 GMT-0700 (Pacific Daylight Time))>
sure. whatever you say. if it *doesn't* work, what should I do?
Marilou(Mon Mar 21 2011 12:14:29 GMT-0700 (Pacific Daylight Time))>
If in case after 45 minutes, your box will still not work, please feel free to chat back with us. We will set up an appointment for a technician to physically check your box.
bruce_(Mon Mar 21 2011 09:14:54 GMT-0700 (Pacific Daylight Time))>
okay. Thanks, Marilou
Marilou(Mon Mar 21 2011 12:15:36 GMT-0700 (Pacific Daylight Time))>
You are most welcome, Bruce. Thank you very much for doing business with us! Have a great day!
Marilou(Mon Mar 21 2011 12:16:04 GMT-0700 (Pacific Daylight Time))>
You can close the chat window now. Good bye and take care, Bruce!
bruce_(Mon Mar 21 2011 09:17:04 GMT-0700 (Pacific Daylight Time))>
Oh, I'm saving this chat, Marilou. For quality assurance purposes.
bruce_(Mon Mar 21 2011 09:17:17 GMT-0700 (Pacific Daylight Time))>
Bye now.
Marilou(Mon Mar 21 2011 12:17:26 GMT-0700 (Pacific Daylight Time))>
Bye.
bruce(Mon Mar 21 2011 11:28:06 GMT-0700 (Pacific Daylight Time))>
cable fail. "One moment please, your service has been temporarily interrupted. it should be restored momentarily." Since last night
analyst Marilou has entered room
Marilou(Mon Mar 21 2011 11:37:30 GMT-0700 (Pacific Daylight Time))>
Hello bruce_, Thank you for contacting Comcast Live Chat Support. My name is Marilou. Please give me one moment to review your information.
Marilou(Mon Mar 21 2011 11:37:30 GMT-0700 (Pacific Daylight Time))>
My pleasure to have you on this chat! I always remain committed and focused to provide you quality customer service at my fullest effort. Before anything else, I want to extend my apologies for the inconvenience this issue has caused you. I hope you're doing fine.
bruce_(Mon Mar 21 2011 08:38:00 GMT-0700 (Pacific Daylight Time))>
right. my cable is out
Marilou(Mon Mar 21 2011 11:38:18 GMT-0700 (Pacific Daylight Time))>
Hi Bruce.
Marilou(Mon Mar 21 2011 11:38:40 GMT-0700 (Pacific Daylight Time))>
I understand how inconvenient it is if your cable is not working. I sincerely apologize for the inconvenience.
Marilou(Mon Mar 21 2011 11:38:53 GMT-0700 (Pacific Daylight Time))>
Don't worry, Bruce. I can certainly help you.
Marilou(Mon Mar 21 2011 11:38:55 GMT-0700 (Pacific Daylight Time))>
In order to assist you better, could I please have your complete account number or the phone number associated to your account?
bruce_(Mon Mar 21 2011 08:39:21 GMT-0700 (Pacific Daylight Time))>
tel xxxxxxxxxxx
Marilou(Mon Mar 21 2011 11:40:08 GMT-0700 (Pacific Daylight Time))>
Thank you for the information. Please give me a minute to pull up your account.
While waiting, let me share with you the best features of Comcast Customer Central. You can manage your account right at your fingertips! You can view your Comcast bill online, print a hard copy and make payments. You can set up automatic monthly payments as well. There's also a lot of self-help options for basic troubleshooting. Feel free to check all these features by going to this link: customer.comcast.com/Public/Home.aspx
Marilou(Mon Mar 21 2011 11:41:12 GMT-0700 (Pacific Daylight Time))>
Thank you for waiting. As Comcast values the integrity of your account, please verify the following information for me:
1. Name on the account
2. Address on the account
3. Last four of your Social
bruce_(Mon Mar 21 2011 08:41:29 GMT-0700 (Pacific Daylight Time))>
bruce bortin
bruce_(Mon Mar 21 2011 08:41:52 GMT-0700 (Pacific Daylight Time))>
xxx xx x x xxx
bruce_(Mon Mar 21 2011 08:42:07 GMT-0700 (Pacific Daylight Time))>
*** ** xxxx
bruce_(Mon Mar 21 2011 08:42:48 GMT-0700 (Pacific Daylight Time))>
what's the last four digits of your social, marilou?
Marilou(Mon Mar 21 2011 11:43:10 GMT-0700 (Pacific Daylight Time))>
Thank you very much for helping me verify the account.
Marilou(Mon Mar 21 2011 11:43:39 GMT-0700 (Pacific Daylight Time))>
May I know why are you asking for the last 4 of my social?
bruce_(Mon Mar 21 2011 08:44:25 GMT-0700 (Pacific Daylight Time))>
because now you know mine. reciprocity. great. Now let's get that cable turned back on
Marilou(Mon Mar 21 2011 11:44:54 GMT-0700 (Pacific Daylight Time))>
You made me smile, Bruce.
Marilou(Mon Mar 21 2011 11:44:56 GMT-0700 (Pacific Daylight Time))>
May I know since when did you start having this issue?
bruce_(Mon Mar 21 2011 08:45:38 GMT-0700 (Pacific Daylight Time))>
a little after 8pm yesterday
Marilou(Mon Mar 21 2011 11:46:50 GMT-0700 (Pacific Daylight Time))>
Ok. I see here that you only have 1 cable box. Is that correct?
bruce_(Mon Mar 21 2011 08:47:36 GMT-0700 (Pacific Daylight Time))>
yes. green light on cable box goes blink, blink, pause. repeat.
Marilou(Mon Mar 21 2011 11:47:57 GMT-0700 (Pacific Daylight Time))>
Thank you for the information.
Marilou(Mon Mar 21 2011 11:48:04 GMT-0700 (Pacific Daylight Time))>
May I know if you have any other equipment connected in between the box and the TV?
bruce_(Mon Mar 21 2011 08:48:25 GMT-0700 (Pacific Daylight Time))>
let me look . BRB
Marilou(Mon Mar 21 2011 11:49:04 GMT-0700 (Pacific Daylight Time))>
Sure.
bruce_(Mon Mar 21 2011 08:49:08 GMT-0700 (Pacific Daylight Time))>
nope. straight out of ther box into the tv. white coax
Marilou(Mon Mar 21 2011 11:49:27 GMT-0700 (Pacific Daylight Time))>
Thank you for checking.
Marilou(Mon Mar 21 2011 11:49:51 GMT-0700 (Pacific Daylight Time))>
Alright Bruce. I will send a signal to refresh the information inside your box. The signal will also correct any corrupted data. However, just to set proper expectation, it will take 30-45 minutes for your box to completely download the signal.
bruce_(Mon Mar 21 2011 08:51:43 GMT-0700 (Pacific Daylight Time))>
right. so we can just chat while we wait. Do you like justin bieber?
bruce_(Mon Mar 21 2011 08:52:27 GMT-0700 (Pacific Daylight Time))>
how will I know when download begins? How will I knlow when it's done?
Marilou(Mon Mar 21 2011 11:53:34 GMT-0700 (Pacific Daylight Time))>
Once your cable box is finished downloading the signal, the light on the cable box will become steady. By the way, Bruce, could we please unplug the power cord of the cable box from the power outlet for a minute, then plug it back in?
bruce_(Mon Mar 21 2011 08:53:54 GMT-0700 (Pacific Daylight Time))>
hold on...
Marilou(Mon Mar 21 2011 11:54:03 GMT-0700 (Pacific Daylight Time))>
Sure.
bruce_(Mon Mar 21 2011 08:54:18 GMT-0700 (Pacific Daylight Time))>
unplugged...
bruce_(Mon Mar 21 2011 08:55:04 GMT-0700 (Pacific Daylight Time))>
TIC, TIC, TIC...
bruce_(Mon Mar 21 2011 08:55:32 GMT-0700 (Pacific Daylight Time))>
plugged back in
Marilou(Mon Mar 21 2011 11:56:37 GMT-0700 (Pacific Daylight Time))>
Thank you.
bruce_(Mon Mar 21 2011 08:57:55 GMT-0700 (Pacific Daylight Time))>
now what? when does download begin?
Marilou(Mon Mar 21 2011 11:58:48 GMT-0700 (Pacific Daylight Time))>
Alright. I will send the signal now, Bruce.
bruce_(Mon Mar 21 2011 08:59:22 GMT-0700 (Pacific Daylight Time))>
can i get a refund on my bill? I really wanted to see Bob's Burgers last night, and i couldn't
Marilou(Mon Mar 21 2011 12:00:07 GMT-0700 (Pacific Daylight Time))>
May I know if you reported your service issue last night?
bruce_(Mon Mar 21 2011 09:00:53 GMT-0700 (Pacific Daylight Time))>
nope. I was waiting for the momentary restoration of service
Marilou(Mon Mar 21 2011 12:01:31 GMT-0700 (Pacific Daylight Time))>
I'm sorry, Bruce. We can not give you a credit adjustment if you did not report your issue last night.
Marilou(Mon Mar 21 2011 12:01:57 GMT-0700 (Pacific Daylight Time))>
I have the confirmation that the signal was sent to your cable box. I would suggest you to please do not do any thing with the box for 45 minutes to ensure that the downloading of the signal will not be interrupted.
Marilou(Mon Mar 21 2011 12:02:04 GMT-0700 (Pacific Daylight Time))>
If you have other concerns, please don't hesitate to tell me. I'll be more than willing to assist you.
bruce_(Mon Mar 21 2011 09:02:33 GMT-0700 (Pacific Daylight Time))>
I say boo to that, marilou. What about all the awesome programming that I've been missing since i did report it, by phone 2 hours ago?
Marilou(Mon Mar 21 2011 12:04:06 GMT-0700 (Pacific Daylight Time))>
We can only give credit if the service is not working for 24 hours starting on the time the customer reported the issue.
bruce_(Mon Mar 21 2011 09:04:40 GMT-0700 (Pacific Daylight Time))>
I give comcast $74 a month for uninterrupted cable service, and it failed. I deserve recompense.
Marilou(Mon Mar 21 2011 12:05:12 GMT-0700 (Pacific Daylight Time))>
I suggest you to call your local office at 1-800-934-6489.
bruce_(Mon Mar 21 2011 09:06:17 GMT-0700 (Pacific Daylight Time))>
1-800 is not local to anywhere. I was on hold with comcast for half an hour this morning, and then they hung up.
bruce_(Mon Mar 21 2011 09:06:44 GMT-0700 (Pacific Daylight Time))>
I'm not happy about this,marilou
Marilou(Mon Mar 21 2011 12:07:31 GMT-0700 (Pacific Daylight Time))>
I'm sorry, Bruce. As much as I would like to help you, we are not allowed to process credit adjustment here in chat.
bruce_(Mon Mar 21 2011 09:09:02 GMT-0700 (Pacific Daylight Time))>
may I please speak with your supervisor, then? Please have your supervisor call me. You've got my number. and the last four of my social
Marilou(Mon Mar 21 2011 12:10:13 GMT-0700 (Pacific Daylight Time))>
Bruce, we are from the chat support group. If you wanted to speak with a manager, please call them at 1-800-934-6489.
bruce_(Mon Mar 21 2011 09:10:51 GMT-0700 (Pacific Daylight Time))>
goodbye, marilou. this has been frustrating
Marilou(Mon Mar 21 2011 12:11:16 GMT-0700 (Pacific Daylight Time))>
I totally apologize for this, Bruce.
Marilou(Mon Mar 21 2011 12:11:34 GMT-0700 (Pacific Daylight Time))>
Please feel free to chat with us if you have questions and concerns. You can also call our Customer Service Department at 1-800-934-6489 or log in to our help web sites at www.comcast.com and www.comcast.net for assistance.
bruce_(Mon Mar 21 2011 09:12:22 GMT-0700 (Pacific Daylight Time))>
You've done what you could, Marilou. I hope that download works. I hope it's actually happening.
Marilou(Mon Mar 21 2011 12:12:48 GMT-0700 (Pacific Daylight Time))>
Oftentimes, the signal resolves this kind of issue. Once the signal is completely downloaded, you will be able to get all the channels that are included in your cable package.
Marilou(Mon Mar 21 2011 12:12:59 GMT-0700 (Pacific Daylight Time))>
Just a recap, we were able to do the basic troubleshooting steps to fix your cable issue. Now, we just need to wait for the complete downloading of the signal. Rest assured that after 45 minutes, your cable will be up and working.
bruce_(Mon Mar 21 2011 09:14:04 GMT-0700 (Pacific Daylight Time))>
sure. whatever you say. if it *doesn't* work, what should I do?
Marilou(Mon Mar 21 2011 12:14:29 GMT-0700 (Pacific Daylight Time))>
If in case after 45 minutes, your box will still not work, please feel free to chat back with us. We will set up an appointment for a technician to physically check your box.
bruce_(Mon Mar 21 2011 09:14:54 GMT-0700 (Pacific Daylight Time))>
okay. Thanks, Marilou
Marilou(Mon Mar 21 2011 12:15:36 GMT-0700 (Pacific Daylight Time))>
You are most welcome, Bruce. Thank you very much for doing business with us! Have a great day!
Marilou(Mon Mar 21 2011 12:16:04 GMT-0700 (Pacific Daylight Time))>
You can close the chat window now. Good bye and take care, Bruce!
bruce_(Mon Mar 21 2011 09:17:04 GMT-0700 (Pacific Daylight Time))>
Oh, I'm saving this chat, Marilou. For quality assurance purposes.
bruce_(Mon Mar 21 2011 09:17:17 GMT-0700 (Pacific Daylight Time))>
Bye now.
Marilou(Mon Mar 21 2011 12:17:26 GMT-0700 (Pacific Daylight Time))>
Bye.
No comments:
Post a Comment