Comcast Corporation Compliment - Comcast support - Saturday call
SUNNYVALE, CALIFORNIA -- Two weeks back, I arrived home Friday night to find my cable was fuzzy and my broadband was not working.
It was about 7 pm, I called Comcast and was informed there was a known problem in my area, and it should be resolved soon. I was going out for the evening, so figured they'd have it fixed when I returned home.
When I arrived home at 11:30 pm, I found the condition had not changed. I called back to Comcast, was connected to a CSR within just a few minutes. I explained the problem, and he recommend I speak with the broadband support, and they would be able to resolve both problems.
He transferred me to the other support line, who answered promptly. I explained the problem, and the CSR directed me to test the cables, reset the modem, and disconnect the router. He confirmed that the could not see the modem on the network, so the problem was either a bad modem or bad cable.
He said I would require a service call, and the next available time frame would be between 2 pm - 6 pm the very next day.
The next day I received a call around 12 pm, it was support supervisor confirming I had an appointment between 2 and 6. He asked if I would like the tech to call before arriving. I confirmed I would.
The tech called about 1:30, to let me know he would be on his way. He called again about 2:15 to confirm my cross street, and let me know he was just 5 minutes from my place.
Upon arrival, the tech checked the signal, and found that it was too low to be sufficient for service.
We went to the utility closet, he found that the junction I was connected to was the problem. He moved my connection to an alternate box, which had tested with an extremely strong signal.
Upon going back to my unit, the cable was greatly improved, and the internet had reconnected.
The tech had the problem resolved in under 15 minutes. He provided me his card and cell phone number, should I have any more problems.
They provided great support and service. Everyone I talked to on the phone and in person were professional and courteous.