- Business Class
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T: +1 (800) 391-3000
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- Adrian
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Tech
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Tech ID #222312
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T: +1 (800) 951-1665 (on card)
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T: +1 (713) 819-1993 (personal cell)
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- Joe
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Tech
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T: +1 (281) 889-5528 (personal cell)
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- Kelly Lanclos
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Maintenance Supervisor
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T: +1 (281) 624-3510
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- Corporate Escalations
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T: +1 (303) 391-3219
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- Lindsay Hamner
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Mile High Region Executive Customer Relations
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H: T-S 8a-4:30p MST
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T: +1 (888) 966-7794 x3020837 (office)
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F: +1 (303) 603-2918
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- 2014-10-03
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- CR400563958
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Internet has been going out for a few minutes again and again. Happening several times of the course of at least two weeks. Complete drop, no access from castro. Started a few minutes after I let a Grayson Technologies (Comcast contractor) into the complex.
- 2014-10-04
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- CR400563958
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Technician Adrian (713-819-1993; ID #222312) came out; could not find problems. Is certain that it is not our equipment or line; restarted modem.
- 2014-10-10
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- CR402371042
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Continuation of CR400563958; referred to that case. Will escalate to L2. Had to mention previous corporate escalation. Asked to speak to a supervisor (only 2 on duty); was not transferred, but L1 tech was told by supervisor lie to the system to get an L2 escalation. + Called Adrian; said he will talk to Kelly
- CR402372208
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Phone system asks three times to be spoken to, even after getting a 0 the first time. Tech support option asks two questions, and does not understand a 0. Phone system takes too long. Mentioned to the tech that less time spent fighting with phone system means less angry customers to deal with.
- 2014-11-08
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- 025729338
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Internet went out again for a few minutes. Will send technician out to possibly replace modem. Scheduled for Sunday 12p-5p; spoke to supervisor Joshua about the fact that five-hour windows are bad.
- CR409786300
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Supervisor Joshua put in a ticket about the fact that there is no direct Internet technical support number. Phone system delays just enough that the Internet comes back on, leading to reproduction problems. Also, phone system is irritating to customers.
- CR409786733
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Supervisor Joshua put in a ticket about the fact that the phone system (IVR) prompts users to try solving their problems on the Internet when calling about Internet problems, which is silly.
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Tweeted about unreliable service. Posted this document online.
- 2014-11-09
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- 025729338
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Technician was a no-call, no-show. Called the automated system, which told me that I was now scheduled for Monday 10a-12p, when of course I would be at work. Talked to a support person, who informed me that despite my account being a business-class account and despite the fact that I called the business class number, I was transferred to a residential support person the previous time. That residential support person scheduled a residential technician, who wasn’t capable of handling my problem, so they rescheduled without telling me.
Requested a $50 bill credit; was offered a $20 bill credit. Talked with Supervisor Joshua again; explained the situation. Told him that not communicating scheduling changes isn’t okay. Explained to him that $50 for a five-hour waiting period is little more than minimum wage and much less than my normal consulting rate. Full credit was approved. Due to scheduling issues, I declined to reschedule the appointment and informed them that I expected the service would work as one would expect, regardless of the fact that they had not come out.
- 2014-11-17
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First response from Comcast (@ComcastFrankL). Asks if I’m still having problems. I reply, yes, off and on, and mention no-call, no-show. Frank asks to escalate the situation. I ask for a single person responsible for solving my problems and their name and cell.
- 2014-11-19
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- CR412783531
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Service went out at 10:45 CST and resumed a few minutes thereafter. Called shortly before service was restored. By the time the service person queried the modem, the Internet had returned. He offered me a Thursday 10a-12p, which I refused due to work conflicts. Appointment was scheduled for 3p-5p Friday.
- CR412783898
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Opened ticket about the IVS (phone system) not accepting 0 to connect directly to a human being. Mentioned that due to the nature of the problem, where the service often comes back on shortly after going out, wasting time with the phone system harms reproducibility.
- 2014-11-20
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@ComcastCamille asks for my account number. I DM it to her, express my irritation, and ask to be called after 2:30p Friday.
- 2014-11-21
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- CR412783531
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Technician Joe came out around 3:30p; left around 4:45p. Examined the modem and box and performed ping tests. No obvious issues. Reset the modem to factory settings and reloaded the configuration file. Had to disable pass-through mode, but replaced it back before leaving. Placed the modem on watch for the next week to see if any issues arise.
- 2014-11-24
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Internet went out from 4:48p to 4:49p. No call to Comcast happened.
- 2014-11-27
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- CR414757490
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Internet went out from 4:26p to 4:27p. Called Comcast. Escalated to maintenance. Will send out a line technician.