user PETER has entered room

analyst Priyanka has entered room

Priyanka: Hello PETER_, Thank you for contacting Comcast Live Chat Support. My name is Priyanka. Please give me one moment to review your information.

Priyanka: It’s my pleasure to process your order and answer any questions you may have. How are you doing today?

PETER_: Doing well, thank you. Yourself?

Priyanka: I am glad to hear that, I am fine thank you for asking.

Priyanka: Peter, I see that you are interested in our Starter XF Double Play with 2-year agreement at 6125 HABITAT DR , Apt# 1103, BOULDER, CO, 80301, is this correct?

PETER_: Yes. However, I do not need a cable modem as I already own one.

Priyanka: Sure, I will take care of that.

Priyanka: That’s a great value! It shouldn’t take very long to process this order for you. I’ll be asking you just a few questions to make sure you get the best deal.

Priyanka: After I complete your order, we will go over all of the charges and the installation process to make sure you don’t have any questions.

Priyanka: Sounds good?

PETER_: Sounds good.

PETER_: I am a technical person by profession so I feel comfortable with all of the aspects of this.

Priyanka: Thank you.

Priyanka: That’s great!

Priyanka: Can you please verify the last four digits of the social security number on your account?

PETER_: xxxx

Priyanka: Thank you for providing that information.

Priyanka: Peter, I see that the package which you have selected is a new customer deal, however, we can add the cable cable and internet services for $89.99/mo for the package and for Blast $12/mo, so in total this package will cost you $101.99 + taxes.

Priyanka: Without any agreement, and with no Visa.

PETER_: Is that with the HD X1 box and 105mbs internet?

Priyanka: That is correct.

PETER_: Sounds good.

PETER_: Is that still with HBO?

Priyanka: Let me check that out for you. Would you mind waiting for a couple of minutes while I do the research?

PETER_: Go ahead.

Priyanka: Yes, HBO and Streampix are included.

Priyanka: Should I go ahead and add this deal for you?

PETER_: Yes please.

PETER_: Will my internet be upgraded immediately? That is the thing I really want to happen right away.

Priyanka: Perfect!

Priyanka: No Peter, we would need to add the Self installation kit, to ship you the equipment.

Priyanka: You will receive your Self Installation kit within 3 – 4 business days.To activate the service you just need to call 1-855-OK-BEGIN (1855-65-23446) or you may follow the easy instructions at www.comcast.com/activate

PETER_: But I don’t need any equipment for the internet portion of this

PETER_: And I don’t want to pay for a self-install kit when I can pick up the equipment at the local office for not cost.

Priyanka: Yes, you do not need it, but to activate the services we would need to add the Self installation kit, and if we add the pickup for Self installation kit, it will cost you $15. If you wish, you can visit our Comcast store to change the package and simultaneously you can pickup the Self installation kit.

Priyanka: For no cost.

Priyanka: Just to confirm, your registered e-mail address is xxx@xxxxxxxxxxx ?

PETER_: Sounds good. But does that mean that the internet upgrade won’t happen until I pick up the cable box even though I already have a cable modem?

PETER_: correct, xxx@xxxxx.com

Priyanka: That is correct.

Priyanka: Because it is a bundle deal.

Priyanka: Both Internet and cable services will activate once you pickup the kit.

PETER_:

PETER_: But I just want the faster internet now.

Priyanka: Peter, I have just checked, that you are already using the Blast internet speed.

Priyanka: Which we are providing with this package.

PETER_: How much would it cost to just upgrade my internet? Can you tell me what I’m currently paying and what speed I get

Priyanka: That mean, after changing the package, your internet speed will remain.

Priyanka: Sure, let me check that for you.

PETER_: And then what my option is for upgrading the internet speed and what the cost would be?

Priyanka: Let me check that out for you. Would you mind waiting for a couple of minutes while I do the research?

Priyanka: Thank you for patiently waiting.

Priyanka: Peter, to upgrade the internet speed from 105 mbps to 150 mbps, it will cost you $114.95/mo.

PETER_: What am I currently paying for?

Priyanka: Currently you are paying $41.99/mo.

PETER_: for what level of service?

Priyanka: For $105 mbps of download speed.

Priyanka: You are paying $41.99/mo.

PETER_: So according to Comcast I’m supposed to currently be getting 105mbps?

Priyanka: That is correct.

Priyanka: If you are not getting 105 mbps of speed, I can transfer this chat to the technical team.

PETER_: I’m getting 45 mbps

Priyanka: Oh! No worries, let me transfer this chat to the technical team, they will help you with that, should I go ahead and transfer this chat?

PETER_: yes please!

Priyanka: Sure.

Priyanka: Peter, I am transferring this chat, please stay connected.

Priyanka: Please wait, while the problem is escalated to another analyst

user PETER has entered room

analyst Joy has entered room

Joy: It’s a privilege to have you here on chat and I am looking forward to provide you excellent service!

Waiting for response from Priyanka

analyst Priyanka has left room

PETER_: Great, thanks. So I hear I’m supposed to be getting much higher service that I’m currently receiving. Can you help?

Joy: As I understand, you are having issue with your intenet connection?

PETER_: Well, I was just informed that I’m supposed to be receiving 105 mbps and I’m only getting 45 mbps

Joy: Oh! I see.

PETER_: Can you confirm that I should be seeing 105 down?

Joy: Could you please assist with your Comcast account number so that I can check the status of your Account?

PETER_: certainly

Joy: Thank you.

PETER_: xxxxxxxxxxxx

Joy: Thank you for providing that information.

Joy: Thank you for patiently waiting.

Joy: As I can see in your account you are still having 50 mbps of Download speed and 10 mbps of upload speed.

PETER_: So what should my speed be? 50 or 105?

Joy: That is 50 mbps.

PETER_: What is the cost difference between my current level of service and the 105mbps service?

PETER_: I was a premium service user before and I understand everyone was getting free upgrades

PETER_: I’m very disappointed if I was not included in that.

PETER_: I’ve been a loyal customer since 2007

Joy: Oh! I really apologize for the inconvenience.

Joy: Please allow me a minute I am transferring the chat to our Concerned team.

PETER_: Thank you.

Joy: You are most welcome.

Joy: Please wait, while the problem is escalated to another analyst

Waiting for response from Joy

user PETER has entered room

analyst Mohd has entered room

Mohd: You have reached Sales Department and I will be assisting you with your concern for today. Please give me 2-3 minutes to review your conversation with the previous representative. This will give me a better understanding of the issue at hand so that we can resolve it in the most efficient way possible. Will that be okay?

PETER_: ok

Mohd: Peter, as I understand you are looking for the 105 mbps download speed upgrade, correct?

PETER_: Well, I’m interested in getting what I am entitled too.

PETER_: For what I am paying, should I be getting 50mbps or 105mbps?

PETER_: The sales agents I was speaking too seem to think I should be seeing 105

Mohd: I will be more than happy to check the information for you, Peter. You’ve certainly reached the right department! Please be assured I will do my best to help you with your concern.

PETER_: Thank you.

Mohd: Peter, may I have your complete name, phone number, service address and last 4 digit of your SSN registered on your account for security purpose?

PETER_: xxxx

Mohd: Thank you for providing that information.

Mohd: Peter, as I checked you are using Blast internet deal, as per your area with this deal you will get up to 105 mbps download speed.

PETER_: So I am currently seeing 45mbps download

PETER_: What needs to happen to ensure that I see the 105mbps promised speed?

Mohd: Peter, with Blast internet you will get up to 105 mbps speed, as the speed depends on the user in your area and the bandwidth the internet speed keep fluctuating.

PETER_: I work in IT for a living

PETER_: getting less than 50% of the promised speed is NOT normal

PETER_: Is my account provisioned to grant me 105mbps or not?

Mohd: Peter, as per the deal you will get up to 105 mbps download speed, it will not be always 105 mbps.

Mohd: However if you still think that you are not getting the enough speed, I can transfer this chat to our Internet technical department to assist you further with your issue.

PETER_: Please do. Thank you.

Mohd: You are most welcome.

Mohd: Just to set expectation, you will see a message that says I have “left the room.” However, you will still be connected to the next available analyst. Please stay online and connected to the chat for the next analyst will assist you as soon as possible. This may take some time depending on the number of customers on queue. Thank you for contacting Comcast! We appreciate your business!

Mohd: Please wait, while the problem is escalated to another analyst

Waiting for response from Mohd

user PETER has entered room

analyst Marygold has entered room

PETER_: hello

Marygold: Please wait, while the problem is escalated to another analyst

PETER_: you are the fourth person I’ve been directed to this evening

user PETER has entered room

analyst Marygold has entered room

analyst JENELYN has entered room

JENELYN: Hello PETER_, Thank you for contacting Comcast Live Chat Support. My name is JENELYN. Please give me one moment to review your information.

Waiting for response from Marygold

analyst Marygold has left room

JENELYN: It’s good to have you on chat, how’s your day going?

PETER_: Being that your the 4th comcast rep I’ve spoken to this evening, I’ve been better

JENELYN: Hi Peter, may I Please know are you having slow speed connectivity issue?

PETER_: FYI – I’m an IT professional

JENELYN: Okay, thank you for letting me know Peter.

JENELYN: Hi Peter, may I Please know are you having slow speed connectivity issue?

PETER_: This all started with an attempt to upgrade service, only to be told that I should be seeing more that double the speed that I currently see for what I’m paying for in the BLAST service

PETER_: I am seeing 45mbps down

PETER_: I should be seeing 105mbps down

PETER_: I want to verify a few things

PETER_: First off, is my service provisioned for 105?

JENELYN: Okay thank you for letting me know and I understand that you wnat to verify your provisioned speed. Rest assure we will provide the right and accurate informations.

JENELYN: May I please have the phone number associated on your account? This will help me to pull up your account.

PETER_: xxx.xxx.xxxx

JENELYN: Okay, thank you let me pull up your account first, please hold on

PETER_: account # xxxxxxxxxxxx

JENELYN: Thank you.

JENELYN: I have pulled up your account now Peter! Would you mind if I put you on hold for 2-3 minutes for me to check your provisioned speed?

PETER_: go ahead

PETER_: That last rep told me I should be seeing 105

JENELYN: Okay, checking it now, thank you

JENELYN: Hi Peter thank you for patiently waitng upon checking on your account you are eligible to have double speed but since you have disconnected your triple play package and went to single play only. The double speed promotion wet off and automatically turn your speed into its original speed tier which is 50/10mbps only.

PETER_: The previous rep I spoke with who was with account retention told me that I am supposed to be seeing 105 and that person put me in contact with you (technical) to ensure that I get it

PETER_: I have not had triple play for years

PETER_: I did sign up for BLAST internet when I moved to this location last July

PETER_: I have been a customer since 2007

JENELYN: I see here that you have this account number since 2014 only. With this case I am sorry to say but for us to resolve the issue and provide you accurate details I am in need to transfer you to sales department. Please be advised that double speed promotion is only eligible for those who are new customers and for those who have double play and tripole play package.

PETER_: Hold on

PETER_: Here’s the detail from my bill

PETER_: Modem Lease Fee 01/11 – 02/10 10.00 High Speed Internet 01/11 – 02/10 66.95 Service Discount -36.96 Blast! Internet Svc 01/11 – 02/10 12.00 Total XFINITY Internet $51.99

PETER_: I’m paying for BLAST and you are charging me for a modem rental that I don’t have

PETER_: I’m begining to get very angry about this

JENELYN: I understand but upon checking on our system you are renting modem with comcast that is why our billing department apply charges on your modem fee.

PETER_: If you see me as a customer since 2014 only, there is NO WAY i have ever disconnected any triple play service

PETER_: I have only had internet service at this address since july 2014

PETER_: and it was BLAST

PETER_: and I have my own modem and you are still charging me for a rental

PETER_: that is VERY troubling

JENELYN: I really wanted to help you peter, but for us to resol;ve the issue I am in need to transfer you to sales tam to further explain the package you have and on our billing team for them to further explain the billing statements.

PETER_: Wiat.

PETER_: Wait.

PETER_: I have gone from sales > technical > customer retention > technical AND NOW YOU ARE SENDING ME BACK TO SALES?

JENELYN: Only our billing department can further explains the rental fee to your modem.

JENELYN: I am only transfering you back to our sales team o give you accurate explanations regarding to the package you have here on our system Peter.

PETER_: I want to speak with someone in the customer retention department….someone with authority that can make real decisions and not make me contact my attorney about sueing you for fraud

JENELYN: I understand in order for us to contact the retention department you are in need to please contact them via phone here is their hotline: 1-888-739-1379 and press option 4

JENELYN: Please be informed that this is not a fraud Peter we are only providing the informations on what we see here on our system.

PETER_: I have been working with you folks all evening.

PETER_: This is absolutely madening

PETER_: You people are so scattered it’s unbelieveable

PETER_: No one seems to understand what is going on.

JENELYN: I understand my apologies but Please hold on for a minute let me still transfer you to our billing team for them to check their charges on your modem rental fee,

PETER_: I just want the speed I’m entitled to.

JENELYN: Please wait, while the problem is escalated to another analyst

user PETER has entered room

analyst Lowell has entered room

Lowell: It’s a pleasure to have you on chat. I hope you’re doing well today!

Waiting for response from JENELYN

analyst JENELYN has left room

PETER_: Since you’re the 5th representative I’m speaking with in the past 2 hours, I’m not doing well.

PETER_: I have gone from sales > technical > customer retention > technical > sales

Lowell: PETER howq may I help you with your billing concern?

user PETER_ has left room

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PETER_: are you there?

PETER_: My comcast internet just rebooted…..

PETER_: ?????

Lowell: PETER I understand you would like to chexck chrges for modem rentAl fee, am I right?

PETER_: There are a few things to check

Lowell: The modem rental fee here isd for $10.00 per month

PETER_: first off, I have had my own modem since my service started, yet I see that I am being charged $10 a month for a modem rental

PETER_: I want all of those charges refunded immediately

Lowell: Let me double chec k that or you.

Lowell: Let me now check the details of your account. Kindly stay online while I check and correct this for you.

Lowell: Please ngive me 2-3 minutes to pull up and review your account informations.

Lowell: I’ll get back to you shortly.

PETER_: I had a modem from you folks for the first week or two of my service, and then replaced it with my own. I returned it in person to the comcast xfinity office in Boulder CO last July

Lowell: okay since we can only backdate three months i will do this on my end and credit back the charges for three months here then you may need to visit the local office where you returned the modem and hAve them credit back then chrges since you returned the modem to them

PETER_: The next issue is the level of service I’m receiving

PETER_: Here is what’s on my bill

PETER_: Modem Lease Fee 01/11 – 02/10 10.00 High Speed Internet 01/11 – 02/10 66.95 Service Discount -36.96 Blast! Internet Svc 01/11 – 02/10 12.00 Total XFINITY Internet $51.99

PETER_: I’m paying for BLAST internet

PETER_: I have heard various representatives this evening tell me I should be getting 105 mbps down and another who said I should be getting 50 mbps down

Lowell: i just corrected your account here to modem own and backdate it for the months and applied the credit of $12.25-

PETER_: Would that not be $30?

PETER_: Its $10/month according to my bill

Lowell: Yes it is for thirty sorry or that

Lowell: Total credit applied is for $30.00 in youir account

Lowell: YOU have our blast internet with about 50 mbps connection speed

Lowell: But to double check this i can connect you to our internet tech support to check your speed, will this be okay with you ?

PETER_: I was told by your customer retention folks that I am supposed to be getting 105 mpbs

PETER_: Because I am paying for BLAST

PETER_: and that my area was upgraded

Lowell: kindly hold online please

Lowell: Yes

Lowell: let me now connect you to our internet tech support

PETER_: stop

PETER_: please don’t

PETER_: they will just send me back to you

Lowell: Please wait, while the problem is escalated to another analyst

Waiting for response from Lowell

user PETER has entered room

analyst Veronica has entered room

Veronica: It’s good to have you on chat, how’s your day going?

PETER_: Terrible

PETER_: You are the 6th agent I have spoken to tonight. I apologize in advance for my sour demeanour at this point, but I am beyond frustrated.

Veronica: Well, let me brighten that up by fixing your issue today. I see here that you’re having issue with your internet speed. Is that correct?

PETER_: That is the heart of the matter.

PETER_: I have been told that I’m supposed to be seeing 105mbps down

PETER_: I am seeing 45mbps down

PETER_: I am an IT professional

PETER_: I have spoken to several people tonight who can’t seem to decide whether or not I should be seeing 50 or 105

PETER_: I pay for BLAST internet only

Veronica: Before taking necessary steps, let me explain this further.

PETER_: ok

Veronica: Yes, you are currently subscribed to Blast with 50 MBPS download / 10 MBPS upload speed. However since you are eligible with our current promotion of double the speed, you should be able to get the speed of 105 MBPS download / 10 MBPS upload

Veronica: Since you are not getting the correct speed, I am here now to help you in correcting this.

PETER_: Great, I appreciate all the help I can get.

PETER_: What do we need to do?

Veronica: What troubleshooting steps have you done so far?

PETER_: Well, I find it interesting that you said I should be getting 50 when I’m eligible for 105

PETER_: My feeling is that the first thing to do is to re-provision my account for 105 to make sure I get the level of service that I’m entitled to

PETER_: I am currently only seeing 45mbps down and 10 up

Veronica: We don’t need to change any information on your account surely you should get the speed of 105 MBPS, I just provided that information as previous representatives might be confused with the correct speed that you should be getting.

Veronica: Now, to resolve this, let’s start diagnosing the issue

PETER_: ok

Veronica: What troubleshooting steps have you done so far?

PETER_: OK – so the first thing is to determine whether the line has been provision correctly. In your opinion, is my account now provisioned for 105 down?

Veronica: Yes it is, so you don’t worry on that part anymore.

PETER_: Great.

PETER_: So, here’s the deal.

Veronica: *you don’t have

PETER_: I have a Motorola SB6121 modem. Is that modem adequate for this level of service? According to http://mydeviceinfo.comcast.net/ it would appear so, but I want to hear that from you?

Veronica: Yes, it is, but make sure to have the latest version which is Docsis 3.

PETER_: Latest version of what

PETER_: Hardware or firmware?

Veronica: Of the modem

Veronica: I just checked it here, and you have the latest version of modem

PETER_: Great.

PETER_: So, I also have an Apple Air Port Extreme – not the latest version but the previous model.

PETER_: Via wireless I am only seeing 45 mbps down

PETER_: If i run direct ethernet into the AirPort Extreme, I struggle to see 80mpbs down

PETER_: I’m willing to accept that I may need new hardware for the wireless signal, but since the AirPort extreme runs at gigabit ethernet, I’d find it difficult to believe that with a wired connection I should see any less than what I am provisioned for.

Veronica: Okay, thanks for the information.

Veronica: What troubleshooting steps have you done so far?

PETER_: Well, in the midst of my 5 other chat sessions this evening one of your colleagues reset my modem, so I believe that has been done. I have run speed tests from comcast.speedtest.net and speedtest.net on both wireless and wired connections

Veronica: Okay, thanks!

PETER_: I have yet to unplug my entire network and plug my computer directly into the modem, but I’m certainly willing to do so….but that would interrupt this chat

Veronica: Yes, kindly do that.

Veronica: Please be advised that we will get disconnected during the process. Kindly get back within 4 minutes for our chat to stay active.

Veronica: If it happens that you were not able to get back within 2 or 4 minutes, kindly chat us back so that we can assist you further. Rest assured that I will take note of every steps we already performed on your account.

PETER_: ok – one moment – let me take this computer over to the modem. Should I power cycle the modem in the process?

Veronica: Sure you can.

PETER_: But should I?

Veronica: That is fine as it helps to refresh your equipment as well.

PETER_: ok – trying now – stand by

user PETER_ has left room

user PETER has entered room

PETER_: you there?

Veronica: Welcome back!

PETER_: I can see 93 down via comcast’s speedtest

Veronica: Alright, thanks for doing that.

PETER_: In my experience Comcast tends to over-subscribe their lines so I am still expecting better

PETER_: What are your thoughts?

Veronica: Not at all as Comcast make sure to provide the speed that customer’s should be getting as we aim for the customer’s satisfaction.

PETER_: So what’s next?

Veronica: May I know if you have a splitter where you connect your Comcast modem?

PETER_: I do not

PETER_: I am plugged directly into the wall.

PETER_: I only have internet service

Veronica: Okay, since necessary steps has been performed to resolve this and yet you are still not getting the correct speed, we need a technician visit to investigate this further so that we can resolve this immediately for you.

PETER_: What are your opinions on the hardware that I have? Specifically the Motorola SB6121 and the older AirPort Extreme?

PETER_: Should I plan to upgrade any of this?

PETER_: To realize the level of service I should be getting?

Veronica: For your modem, you can keep that as it was able to support the speed of your package.

Veronica: With regards to your router, I would suggest that you may contact your router’s manufacturer as there must be some settings that need to reconfigure so that you can get higher speed as we have limited tools for third party devices.

PETER_: Do you know up to what speed the SB6121 can handle?

Veronica: Sure, I can check that for you

PETER_: thx

Veronica: Thanks for waiting

Veronica: I can see here that it can support up to 150 MBPS

PETER_: That’s great to hear. So likely my wireless router is my bottle neck. Thank you. So are you scheduling a tech to test my cabling then? What are the next steps?

Veronica: You are most welcome.

Veronica: At this point I’ll just need to schedule a technician to check this further and rest assured that you should be able to get the exact speed of what you are paying for.

PETER_: Great – so are you going to offer me some time/dates or will I be contacted by someone else to schedule this?

Veronica: Yes, I will be creating the ticket first so that I can provide the date of appointment

Veronica: May I have the best phone number to call you?

PETER_: xxx.xxx.xxxx

Veronica: Thank you.

Veronica: The technician appointment will be on 02/06/2015, 01:00 PM-03:00 PM, is that okay?

PETER_: no, I have a 2pm appointment tomorrow – almost any other time block would work over the next two days

PETER_: my appointment is from 2-3 and is 30 minutes from my house

PETER_: So I can be available until 1:30pm or after 3:30pm

Veronica: How about 02/08/2015, 04:00 PM-06:00 PM ?

PETER_: That’s a Sunday. If Comcast does appointments on Sunday I can make that work.

Veronica: Yes, we have it. Shall I complete the ticket now>

PETER_: yes plese

Veronica: Sure thing!

Veronica: Thank you so much for your cooperation, Peter.

Veronica: I have successfully scheduled the appointment on 02/08/2015, 04:00 PM-06:00 PM

Veronica: For your reference, please take note of the ticket number: CR434091615

Veronica: You may or may not receive a call on the day of your appointment but please have someone over the age of 18 home to receive the technician.

Veronica: Your satisfaction is my priority. Is there anything else I can assist you with? I am more than glad to help you out further.

Waiting for response from Veronica

PETER_: After 4 hours this evening, I think I’ve had enough. Thank you for your help. You were the one agent that actually helped. I very much appreciate everything that you have done.

Veronica: That is so nice to hear from you, Peter. Glad that I was able to help you.

Veronica: Are we good to end?

PETER_: Yes, good night.

Immediately after the end of that conversation, my internet went completely down.