Connectivity
Connectivity and managing Your Comcast Business network
Male IT Specialist Holds Laptop and Discusses Work with Female Server Technician. They're Standing in Data Center, Rack Server Cabinet is Open.
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Tim42718
Visitor

Agent tried to upsell me, or tell me a tech could come out for 90 dollars

So I just recently got comcast for buisness.  The gateway is faulty as once every few minutes the routing and wifi just stop completely, then re-enable themselves.
I verified this was the gateway causing it, and not a faulty cable or spotty wifi signal as it happens on my devices connected via wifi and ethernet at the same time.  Ethernet acts like a cable is unplugged and wifi doesn't pick up the SSID.

I called in and the agent kep insiting since I had more than 3 devices I had to upgrade my speeed for the modem/router to support them.
Seriously, How in the world is my speed cap effecting my lan traffic.

Been trying to download a 17GB file for a bit now and every single time it keeps getting interupted.  The server I'm downloadin from does not support download resume, so Don't offer that as a workaround for shoddy equipment.  

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6 REPLIES 6
Respected Member

Re: Agent tried to upsell me, or tell me a tech could come out for 90 dollars

Sorry for the delayed response. I would like to send a factory rest to your modem to see if it helps. This process is usually quick but can take up to 40 minutes to complete. Do you have a preferred time for day for this rest? (AM|PM)

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Tim42718
Visitor

Re: Agent tried to upsell me, or tell me a tech could come out for 90 dollars

I've already done that.  I've done all of the basic troubleshooting before I made the first call.  I'm just going to upload the recording of the agent trying to upsell instead of fixing the problem.

What's the direct number for the cancelation department?  I'd rather avoid that voice prompt.

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Willardnigma
Visitor

Re: Agent tried to upsell me, or tell me a tech could come out for 90 dollars

Seriously. I had yet another call last night where the agents first suggested solution to a faulty modem was to upgrade my speed. I'm giving 5 buisness days for Comcast to remedy this issue or I will go public with the call recordings. Whatever training program the agents go through needs to be revamped since they even try to up sell by saying the Internet speed cap affects lan traffic as well.


I understand the occasional agent being misinformed but EVERY agent I've talked to via phone has tried to pull this deceiving up selling strategy.
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Respected Member

Re: Agent tried to upsell me, or tell me a tech could come out for 90 dollars

Thank you for this update Willardnigma,

 

I apologize for this experience you had. Would you please message back if you would like me to push a factory rest to your modem.

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Willardnigma
Visitor

Re: Agent tried to upsell me, or tell me a tech could come out for 90 dollars

I've already done a factory reset. First thing I did was power cycle the modem. Next I did a factory reset. I know basic troubleshooting.

I want it fixed. I don't want to be lied too, and I don't want to pay a monthly charge for equipment that doesn't work.
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Trusted Forum Contributor

Re: Agent tried to upsell me, or tell me a tech could come out for 90 dollars

Perhaps allowing the Comcast-initated reset would satisfy some Comcast procedural issues and enable more help.

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