New Member
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3 Messages
Cable laying on the ground after storm, case closed with no action
Our cable was pulled down in a heavy snow storm last Saturday and case opened on Sunday with expected resolution for Tuesday. The original case was closed but the cable is still dangling from a tree and not fixed. Two calls to national account support and no ETA or idea of when the issue will be fixed. I understand that repairs can take some time but why, oh why was my case closed without fixing the issue???
Today I tried to call again and get the following.
1. The phone number on my business portal is the wrong number, it takes me to residential support.
2. I call the business phone number and enter my account number and it takes me to residential support.
3. Residential support cannot help me because I have a national (Teleworker) account so they transfer me to business support.
4. Business support scolds me for dialing the wrong numbe and transfers me to National support who disconnects my call. (Literally like the TPS report scene from Office space)
5. Call back and repeat previous three steps to get through to the worst support agent I have dealt with at Comcast.
6. Tell agent case history and how Internet is down but dashboard shows it being up, ask for status. Agent argues with me that the service is actually up, but picture of cable dangling from the pole tells a different story.
7. Ask agent why it shows as "Service Connected" on my dashboard when the line is dangling from a tree.
8. Agent informs me that the service connected message referrs to my billing status, and has nothing to do with internet connectivity! (Total BS)
9. Ask agent to provide a ticket number for the repair and they refuse, tell me there is nothing that can be done.
10. Agent asks me if there is anything ELSE she can help me with. She didn't help me at all so I guess the answer is no.
Our internet has been down for five days and the ticket is closed and support can't provide an ETA or any useful information. Come on Comcast, can't you get this fixed!!?
user_Phil
Advocate
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1.1K Messages
7 years ago
Hi drwho2000 and welcome to the business forums.
I would like to assist with this line. Please private message me your full name, the name on the national account, the full address and the phone number associated with your services.
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drwho2000
New Member
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3 Messages
7 years ago
And now it gets even better. The techician who came out pulled a new cable, and without calling or contact us put the new cable in a place that we would have never agreed to. Why? Because they ran it right past this tree that likes to lean over when it snows heavily.
But to make matters worse the technician cut a notch into the TOP of our corning combo POTS/Cable service entrance box. They broke off the lock tab isntead of just unscrewing the technician access bolt. The box is destroyed, and is no longer waterproof. Instead of just following the path of the old cable they decided to cut a hole in the top of the box! They ignored the ground block inside the box and installed another ground block outside the box.
You guys owe me a new corning box, this is just disrepsectful.
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drwho2000
New Member
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3 Messages
7 years ago
Hi Phil,
How do I PM you?
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