New Contributor
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6 Messages
Support escalation issues
On Wednesday, 3-10-2021 my client received notification of the requested 5 static block of IP addresses was "live". On Saturday, 3-13-2021 we delivered his pre-configured Cisco router and plugged in to the Comcast cable modem to discover the static IP addresses had not been loaded. Out first call to Comcast Support resulted in being told everything was now good (but it was not). We then called Cisco support to verify our settings based upon the static address list provided by Comcast and Cisco verified what we already knew and had tested: The static IP address block was not properly loaded. We then called Comcast Support and had the unfortunate experience of a "very friendly" but "not qualified" tech support person who claimed there was no option to escalate our issue to a higher level of support. After two hours of frustration I informed the Comcast support person to initiate what Comcast refers to as a "truck roll". I then was informed there were zero options for Saturday and we were forced to wait until Sunday, 3-14-2021 for a technician from Comcast (we requested a modem replacement be available). I received notification the technician would be on time even though the exact notification failed to account for "spring ahead" so the promised arrival time was prior to the time I received the confirmation. It took a full hour and a half to perform a simple cable modem replacement. Historically, Comcast Business has provided outstanding support but this most recent experience was unacceptable and not appropriate in a business setting. I need to know a method to escalate this type of situation going forward. I have worked with Comcast Business for more than a decade and have multiple Comcast accounts I manage from Maine to Florida (that I have recommended and configured). How do I obtain competent and timely support for this type of situation?
CC_Jodie
New problem solver
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71 Messages
4 years ago
@edward_hunter Hello! Thanks for the post. I'm so sorry to learn about the experience with the service issues and the tech visit. We greatly appreciate you sharing this feedback. Feel free when care is needed to post here in our Business Forum pages where we are here 24/7 to help.
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edward_h
New Contributor
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6 Messages
4 years ago
Comcast_Jodie, While I appreciate the prompt and courteous response to my concern please provide the correct process for escalating a support case beyond entry level support. We support multiple Comcast accounts and I have been configuring IT solutions for more than 35 years. My clients, (accounting offices, legal professionals, medical clinics, government contractors) work with time sensitive and high security data. They cannot afford to have their professional obligations interrupted due to failures in their support chain, starting with the vendor who provides connectivity to outside resources. If you are unable to provide this process, please direct me to the appropriate contact who is able to explain the exact process. Thank you.
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edward_h
New Contributor
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6 Messages
4 years ago
Comcast Jodie,
Perhaps you can explain what changed? A year ago we were able to escalate support calls to a higher level of support when the entry level tier was unable to provide the appropriate level of support. Because Comcast usually has consistent and reliable services and products, it has been rare when an issue has needed escalation. However, my last two experiences with Comcast, (the other being a voice edge implementation) have both been difficult due to internal communication issues with Comcast (both sales and service). I am seeking a path to support on those rare occasions when there is a mission critical business problem that requires direct and highly skilled Comcast support. Thank you for responding to my posts, but when technicians are on a client site, during off hours (which is standard best practices in the business world), expecting a message board targeted toward users has not been preferred support since the days of the old BBS systems (pre-web).
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edward_h
New Contributor
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6 Messages
4 years ago
Ok. I installed a new voice edge system for a customer yesterday, (Saturday 3-27-2021). The on site tech from Comcast was excellent. That said, The customer has a portal problem with their account. I spent half the day on hold, spoke with several Comcast phone support reps, and none were able to correct the issue (although they had the same "problem" that I had).
This morning (Sunday) I tried again to fix the portal/account issue. Again, Comcast phone support was unable fix the problem (4 calls to support).The last rep decided I needed a technician at my location, even though I informed the Comcast phone support rep. the issue was outside the scope of onsite technicians...
So "truck roll" was ordered. the technician arrived to say he could not fix the problem but he did make a phone call to internal Comcast Support. After 25-30 minutes he handed me the phone. 20 minutes later Comcast phone support finally figured out the process to correct the issue and escalated the service call to tier 2 support for a call back to my cell phone. I am waiting for the call back and probably will not hear anything until tomorrow, but initiating an on site service call for work outside the scope of expertise is a very expensive way for a customer to access a higher level of support. Because Comcast dispatched a technician without the proper skillset to fix the problem, my client will not incur any cost. Because Comcast dispatched a technician without the proper skillset, Comcast is paying the tech Sunday rates for basically handing me his cell phone so I can provide the proper information to Comcast so they can fix an internal issue. I am appalled.
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edward_h
New Contributor
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6 Messages
4 years ago
Comcast_Abbie, When I try to initiate a chat session is is asking for a "name". When I enter your "handle" or reference the thread I am unable to initiate a session. I do have 30 plus years in technology but sometimes I am clueless on the details of different interfaces I have not previously utilized. Please drop down to "basic skills 101" so we may further understand and define the situation (which I suspect may impact additional Comcast users). Thank you.
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edward_h
New Contributor
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6 Messages
4 years ago
Comcast Abbie, that does not work. I need to select a user to initiate a chat session. If I select your forum handle, (for example), the chat feature will not initialize and wants me to enter an actual user name.
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