xeene
Gold Member
long story short(if that's possible)...we lost 3 channels from our line up, i call to see what's up, they say we weren't supposed to have them, i ask if i cancel cable will i have same internet, they say yes, i cancel cable, they drop internet from 20mbit to 6mbit, i call back to reinstate previous service, sales people gone for the day till monday, i start web chat with comcast rep...
user Guest has entered room
Guest>
Order Information
analyst Shikha has entered room
Shikha>
Hello Guest_, Thank you for contacting Comcast Live Chat Support. My name is Shikha. Please give me one moment to review your information.
Shikha>
I would be glad to help you with your order today. Before anything else I would like to ask, how are you?
Guest_>
i've had better days, but thanks for asking lol
Shikha>
Good to hear that.
Shikha>
Your'e most welcome.
Shikha>
May I ask if you are an existing customer with Comcast?
Guest_>
i am. need my account number?
Shikha>
Great! Thanks for being a valued Comcast customer. I will be more than happy to assist you with today.
Shikha>
For the integrity and security of the account, can you please provide me phone number and name on the account , verify the last 4 digits of the Social Security Number listed on the account and last amount paid on the account?
Guest_>
account number ***********, zip code *****, address *********, phone **********
Guest_>
ss ****
Shikha>
Thank you
Guest_>
name is vadim
Guest_>
last bill i paid was...67.58
Shikha>
Thank you
Shikha>
Vadim, could you please confirm the package in which you are interested?
Guest_>
basic package which includes basic cable and performance internet. together for $65.94
Shikha>
Great choice!
Guest_>
i've had that package for last 4 years. but couple days ago was told i can cancel cable and keep my same internet, which ended up being slower speed.
Shikha>
Vadim, as I can see that you are already using our Internet service.
Guest_>
yes i am
Shikha>
Vadim, I can provide you the bundle package for both the service for $79.95/month.
Shikha>
Is this fine?
Guest_>
no, i need my previous package that i've had for 65.94.
Guest_>
can you look up my last bill i've paid and see the package i've had and resubscribe me to the same exact package?
Shikha>
Let me check that for you.
Shikha>
Your last bill was $49.95.
Guest_>
the one before that
Shikha>
Vadim, as I can see that the same package is not available in your market now.
Shikha>
Vadim, I apologize.
Shikha>
I do not have access to that account.
Shikha>
I can provide you the best package for both the service for $79.95/month. .
Guest_>
not interested. if you can't help me, then cancel my service completely.
Shikha>
Alright!
Shikha>
I would suggest you please call on our toll free number.
Shikha>
As they have direct contact with our dispatch team.
Guest_>
i've already tried three times today, they're closed till monday
Shikha>
Thay will surely help you with the same.
Shikha>
Alright!
Shikha>
Vadim, you can also visit one of our local service center.
Guest_>
thanks, but i can wait till monday.
Shikha>
Great!
Shikha>
You're most welcome.
Shikha>
Is there anything else may I assist you with today?
Guest_>
if you could have helped me check out would have been great, but you've tried to upsell me a more expensive package without actually helping so that wasn't very helpfull.
Shikha>
Vadim, I have pulled up your account
Guest_>
can you do me a favor and add performance internet and basic cable by themselves? without being a package?
Guest_>
that's what i've had in my cart but i couldn't check out because the site is under maintenance.
Shikha>
Alright!
Guest_>
maybe then you'll be able to provide me the service that i wanted at the right price
Shikha>
Let me again check that for you.
Shikha>
Vadim, would you like our technician comes at your place and install the services?
Guest_>
no, i already have your service installed
Guest_>
i just need someone somewhere to flip a switch or press a key so i can have 20mbit connection instead of 6mbit.
Guest_>
i've had your service for past 4 years till today when i came home and found it i have no internet...
Shikha>
No need to worry.
Shikha>
I am adding the same package to your account.
Shikha>
The Basic cable and Performance Internet to the account.
Guest_>
yes please.
Shikha>
I can provide you the self install kit for $9.95 one time shipping charges.
Shikha>
Is this fine?
Guest_>
i don't need any kits. i already have modem. i already have your cable, i already have your internet. my problem is my internet is 6mbit when i want 20mbit.
Shikha>
Vadim, as I can see in my system you are using our Interent service.
Shikha>
There is no cable service in your account.
Shikha>
So I need to add that to your account.
Guest_>
that's correct. till two days ago i had both cable and internet then one of your reps told me i can cancel cable and keep same 20mbit internet for $50 a month. that's what prompted me in the move and now i have to redo everything that i've head because i've been mislead by a comcast rep.
Shikha>
Vadim, I apologize for the inconvenience caused to you.
Guest_>
not your fault, but do try to straighten this out. PLEASE
Shikha>
But my system won't allow me to finish your order without the self installation kit.
Guest_>
your system is stupid, sorry.
Shikha>
I understand how frustrating is this.
Shikha>
But I would highly recommend you please call on our toll free number on Monday.
Guest_>
you can send me the kit, but then refund me $9.95 because i have nothing to install. i've had everything installed for the last 4 years.
Shikha>
If you don't want the kit then you need to place the order at the service center.
Shikha>
From there you can pick the kit free of cost.
Shikha>
As they have direct contact with our dispatch team.
Shikha>
They have more resources then us.
Guest_>
i'd rather wait till monday and just call them over the phone. thanks for your help.
Shikha>
Perfect!
Shikha>
You're most welcome.
Shikha>
Thank you for choosing Comcast. We do appreciate your business. Please do not hesitate to chat with Comcast again at Comcast: High Speed Internet, Cable TV, and Phone Services Deals – XFINITY® from Comcast. We are always available, 24 hours a day, 7 days a week. Have a wonderful time!
Guest_>
have a good evening, day, night...where ever you're.
Shikha>
You too!
Shikha>
I appreciate your cooperation and understanding.
Guest_>
**** happens
Shikha>
Have a blessed day!
user Guest has entered room
Guest>
Order Information
analyst Shikha has entered room
Shikha>
Hello Guest_, Thank you for contacting Comcast Live Chat Support. My name is Shikha. Please give me one moment to review your information.
Shikha>
I would be glad to help you with your order today. Before anything else I would like to ask, how are you?
Guest_>
i've had better days, but thanks for asking lol
Shikha>
Good to hear that.
Shikha>
Your'e most welcome.
Shikha>
May I ask if you are an existing customer with Comcast?
Guest_>
i am. need my account number?
Shikha>
Great! Thanks for being a valued Comcast customer. I will be more than happy to assist you with today.
Shikha>
For the integrity and security of the account, can you please provide me phone number and name on the account , verify the last 4 digits of the Social Security Number listed on the account and last amount paid on the account?
Guest_>
account number ***********, zip code *****, address *********, phone **********
Guest_>
ss ****
Shikha>
Thank you
Guest_>
name is vadim
Guest_>
last bill i paid was...67.58
Shikha>
Thank you
Shikha>
Vadim, could you please confirm the package in which you are interested?
Guest_>
basic package which includes basic cable and performance internet. together for $65.94
Shikha>
Great choice!
Guest_>
i've had that package for last 4 years. but couple days ago was told i can cancel cable and keep my same internet, which ended up being slower speed.
Shikha>
Vadim, as I can see that you are already using our Internet service.
Guest_>
yes i am
Shikha>
Vadim, I can provide you the bundle package for both the service for $79.95/month.
Shikha>
Is this fine?
Guest_>
no, i need my previous package that i've had for 65.94.
Guest_>
can you look up my last bill i've paid and see the package i've had and resubscribe me to the same exact package?
Shikha>
Let me check that for you.
Shikha>
Your last bill was $49.95.
Guest_>
the one before that
Shikha>
Vadim, as I can see that the same package is not available in your market now.
Shikha>
Vadim, I apologize.
Shikha>
I do not have access to that account.
Shikha>
I can provide you the best package for both the service for $79.95/month. .
Guest_>
not interested. if you can't help me, then cancel my service completely.
Shikha>
Alright!
Shikha>
I would suggest you please call on our toll free number.
Shikha>
As they have direct contact with our dispatch team.
Guest_>
i've already tried three times today, they're closed till monday
Shikha>
Thay will surely help you with the same.
Shikha>
Alright!
Shikha>
Vadim, you can also visit one of our local service center.
Guest_>
thanks, but i can wait till monday.
Shikha>
Great!
Shikha>
You're most welcome.
Shikha>
Is there anything else may I assist you with today?
Guest_>
if you could have helped me check out would have been great, but you've tried to upsell me a more expensive package without actually helping so that wasn't very helpfull.
Shikha>
Vadim, I have pulled up your account
Guest_>
can you do me a favor and add performance internet and basic cable by themselves? without being a package?
Guest_>
that's what i've had in my cart but i couldn't check out because the site is under maintenance.
Shikha>
Alright!
Guest_>
maybe then you'll be able to provide me the service that i wanted at the right price
Shikha>
Let me again check that for you.
Shikha>
Vadim, would you like our technician comes at your place and install the services?
Guest_>
no, i already have your service installed
Guest_>
i just need someone somewhere to flip a switch or press a key so i can have 20mbit connection instead of 6mbit.
Guest_>
i've had your service for past 4 years till today when i came home and found it i have no internet...
Shikha>
No need to worry.
Shikha>
I am adding the same package to your account.
Shikha>
The Basic cable and Performance Internet to the account.
Guest_>
yes please.
Shikha>
I can provide you the self install kit for $9.95 one time shipping charges.
Shikha>
Is this fine?
Guest_>
i don't need any kits. i already have modem. i already have your cable, i already have your internet. my problem is my internet is 6mbit when i want 20mbit.
Shikha>
Vadim, as I can see in my system you are using our Interent service.
Shikha>
There is no cable service in your account.
Shikha>
So I need to add that to your account.
Guest_>
that's correct. till two days ago i had both cable and internet then one of your reps told me i can cancel cable and keep same 20mbit internet for $50 a month. that's what prompted me in the move and now i have to redo everything that i've head because i've been mislead by a comcast rep.
Shikha>
Vadim, I apologize for the inconvenience caused to you.
Guest_>
not your fault, but do try to straighten this out. PLEASE
Shikha>
But my system won't allow me to finish your order without the self installation kit.
Guest_>
your system is stupid, sorry.
Shikha>
I understand how frustrating is this.
Shikha>
But I would highly recommend you please call on our toll free number on Monday.
Guest_>
you can send me the kit, but then refund me $9.95 because i have nothing to install. i've had everything installed for the last 4 years.
Shikha>
If you don't want the kit then you need to place the order at the service center.
Shikha>
From there you can pick the kit free of cost.
Shikha>
As they have direct contact with our dispatch team.
Shikha>
They have more resources then us.
Guest_>
i'd rather wait till monday and just call them over the phone. thanks for your help.
Shikha>
Perfect!
Shikha>
You're most welcome.
Shikha>
Thank you for choosing Comcast. We do appreciate your business. Please do not hesitate to chat with Comcast again at Comcast: High Speed Internet, Cable TV, and Phone Services Deals – XFINITY® from Comcast. We are always available, 24 hours a day, 7 days a week. Have a wonderful time!
Guest_>
have a good evening, day, night...where ever you're.
Shikha>
You too!
Shikha>
I appreciate your cooperation and understanding.
Guest_>
**** happens
Shikha>
Have a blessed day!
