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Visitor

Live Support?

Hi, 

New to the forum, fairly new Comcast Business customer.  Probably a rhetorical question, but is there any way to get a live Tech on the phone?  Since we went live in July we've had issues with our modem, and today I tried again to contact Support. Went through the entire auto-attendant dance, only to have the system reboot the modem remotely - I had already power cycled after the Support website wouldn't let me reset - and say they'd call back in 10.  Called in again in 20, did the dance again, and while I was on hold they tried to call me.  Picked up an empty line, no VM left.  Called back in and stayed on hold for 50 minutes. Had to step away, so now I called back in again, did the entire auto-attendant thing again, and have been on hold now for 33 minutes.  Is there any way to get a live person who can actually talk to me about my modem instead of resetting and saying they'll call back AGAIN? Sorry for the rant, but it's turning into a rough day. 

Thanks for listening

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Visitor

Re: Live Support?

OK, this is getting ridiculous.  After trying and trying, I started the process over again, let them reset the modem again, and asked for a 10 minute callback again.  20 minutes later I got a robo call asking if I still wanted a call back - yes - 20 minutes after that I got another call asking me to hold for the next available.  I've now been on hold on their callback for over 25 minutes.  Is this really Business Class Service?  

 

BTW - I wouldn't normally throw all this out on a chat group, but I can't find a live person anywhere in their support organization, so hoping that maybe a real employee monitors these threads.

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Official Employee

Re: Live Support?

Hello, how are you? I hope my reply finds you at a good time and your day is going well. I am sorry you have not been able to connect with us on the phone. To work with a specialist on the phone calling us at 1-800-391-3000 is the way to go. It seems like you might have been calling during a time of heavy traffic. Regardless, I apologize for the poor experience and the service trouble. The good news is this

is always the right place to talk and get support because our dedicated team will always do all we can to provide a great experience, and we can help on forums! Are you able to give me more details about the issue we need to fix?

 

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Visitor

Re: Live Support?

Thanks for replying Joseph,

I did call the 800 number multiple times yesterday morning. It kept defaulting to wanting to reset the modem and give me a call back "in 10 minutes".  When I tried to get through to actual agents I was on hold for 50 minutes and 35 minutes, and then when I finally got my callback it put me directly on hold and I hung up after 45 minutes.  I understand heavy traffic but this was over an entire morning and I spent a total of over 2 hours on hold. Luckily we have redundant WAN links, so we're not relying solely on Comcast.  

The issue we are running into is that our Comcast link keeps going down.  Our router is set to do regular health check pings, and the Comcast keeps going up and down sporadically.  I tried to call in last month about it, and was told it had to be our router and not Comcast's problem. Our Consolidated link has had absolutely zero issues, just the Comcast. Since then I have reconfigured the router, upgraded the firmware, and configured a second health check address.   And yesterday it started back up again.  And I couldn't even get to the management portal of the modem all the time.  That was going up and down too. 

Again, if we had been really relying on Comcast for our only link to the world, we would have been out of luck yesterday.

 

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Official Employee

Re: Live Support?

Hello, ChameleonBob!

I'm so glad to hear you had a redundancy set so you weren't completely down, but we absolutely need to get you back to a consistently reliable connection ASAP. I can understand your frustration at this point after spending so long on the phone trying to get a hold of our representatives, but fortunately this is something we can investigate for you here. Please send me a PM with your First and last name, the service address and account number so we can help.

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