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Occasional Visitor

IVR / Voice Menu Issues & Other Issues

On May 13, 2020, I was having issues with my internet connectivity and tried to call in for tech support. On seven separate attempts, the IVR told me an agent couldn't help me and unceremoniously told me goodbye or tried to transfer me at some point and the transfer failed causing a disconnect.

On another attempt, the system forced a refresh of a modem I had just unplugged, waited an honest minute (not the usual five second "minute" we customers often try to pull), even though I told the system I was not ready for a refresh signal.

Tonight, May 14/15, twice the system has hung up on me even as I was repeating "Agent."

During the issue on May 13, when I did finally speak to an agent (who was as helpful as could be, no complaints with the agent), I asked to be escalated to a supervisor about the IVR. I was told tgat tge work remote did not offer the ability to do so but the agent took a message and promised I would receive a call from the supervisor that day. This did not happen.

I also asked that agent about how to contact my account manager. Despite clear effort on the agent's part, this information seemed unavailable to the agent.

Tonight, the same happened again, where an agent was unable to do a simple transfer.

This is entirely and completely not acceptable.

1.) If the IVR ever hangs up on me again, without verifying this is agreeable, my next call will require transfer to retention or my account manager to terminate my services. This needs to be fixed immediately.
2.) In the near decade I have had Comcast Business in the Denver area, I have noticed over the past three years a substation reduction of tools available to tier 1 support, including: loss of account insight, loss of access to diagnostic tools or loss of functionality in available tools, loss of access to technician updates during outages, loss of historical account information, loss of independence for tier one staff to attempt extended diagnostic approaches when the scripts fail.
3.) Equipment provided has had serverely reduced customer-facing visibility. With SMC models and NetGear models, connection diagnostics like signal strength up and down, SNR, channel lock, etc... were available. On this Technicolor garbage I have been forced to use, there is zero diagnostic info available in the customer-facing interface.
4.) Seeming inability or failure to plan for basic functionality common to telecommunications systems - Comcast is, in part, a telco. There is zero reason for a remote worker to NOT be able to do something as simple as transfering a VoIP call to a suoervisor.
5.) I can not tell you the last time I actually got anywhere NEAR the contractual speeds, even accounting for overhead losses.

So. Are there ways to address these issues, or do I need to change providers?
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Occasional Visitor

Re: IVR / Voice Menu Issues & Other Issues

Wow.

Not one reply answering the question, in public or private messages.

And yet one phone call tonight because the IVR hung up on me again, and I was given the phone number to get ahold of the people I need to talk to to cancel my account.

In case anyone else needs it: 877-794-0290.

Broken promises and over a month to fix the IVR so that it doesn't hang up on customers... your incompetence will not be missed, Comcast.

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Official Employee

Re: IVR / Voice Menu Issues & Other Issues

Hi there! I'm so sorry for the delay. During this time, we are doing our very best to make sure we respond to you as soon as possible. Thanks so much for reaching out regarding your internet connection issue and your recent experience. You've absolutely reached the right place, and are in good hands. I will own this Issue for you and ensure that I provide the best help I can today. All I need is your full name, account number (follow link https://comca.st/3cBuouF, account number is at the top right)and address including city, state, and zip code exactly how it reflects on the bill? Thanks in advance.

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Occasional Visitor

Re: IVR / Voice Menu Issues & Other Issues

Robert:

 

GIven the information requested, I've followed-up via private message.  Thank you for your speedy reply.

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Official Employee

Re: IVR / Voice Menu Issues & Other Issues

Thanks so much for the information, John. I can express enough how much we appreciate your patience and willingness to work with us. I appreciate that your time is valuable and will work on this right away. I want to take a moment and show you how much I appreciate your business. You have over 2 years of service with us at this location alone and that is incredible. Thank you for being a loyal customer! I truly apologize for our IVR system.

 

I had issues with my providers IVR last week and unfortunately they don't have a team on social media, so I was stuck trying to figure out the IVR. Please know that we are available 24/7 to assist you so, please reach out to us anytime you ever need assistance. 

 

From your comment, I see that you have refreshed your modem before having issues with the IVR. I have many different resources available to assist you with this matter. Can you give me an idea of what type of connection issues you're working with? 

 

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Occasional Visitor

Re: IVR / Voice Menu Issues & Other Issues

Why are you asking about connection issues?  Not one of my five bullet points was about connection issues proper (there was one about bandwidth issues, so maybe partial hit there, but bandwidth is not connectivity).

Lack of reading comprehension of that magnitude seems like a failure of the Turing test so respectflly I'm not longer confident I'm even speaking with a human.  Please have my account manager call me, today, May 15, 2020 any time at all before midnight, on the phone number associated with my account.  If you can't make this happen I think it's time Comcast and I part ways.

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Occasional Visitor

Re: IVR / Voice Menu Issues & Other Issues

It's after midnight.

 

Not ONE of the promises I have received to get a call from a supervisor/manager has been kept.

 

How do I contact your cancelations department?  I will no longer tolerate Comcast's abject incompetence.

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Occasional Visitor

Re: IVR / Voice Menu Issues & Other Issues

Wow.

Not one reply answering the question, in public or private messages.

And yet one phone call tonight because the IVR hung up on me again, and I was given the phone number to get ahold of the people I need to talk to to cancel my account.

In case anyone else needs it: 877-794-0290.

Broken promises and over a month to fix the IVR so that it doesn't hang up on customers... your incompetence will not be missed, Comcast.

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