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Tier 2 Support - What does it do for me?

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Message 1 of 5
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Over the past several months, I have been having intermittant connectivity issues where it has been diagnosed to be outside of my home on the comcast infrastructure.  Everytime I call, they dispatch a tech, he checks the tap and says it needs to be referred to Maintenance.  Finally I have been so fed up, one tech on the call said she would create a Tier 2 call, and it would be addressed quickly.  That was 4 days ago.  I have received 2 calls from a supervisor who said it has been referred to maintenance, but there is no update. 

When I call to followup, I gor the same story - it is with maintenance.  Apparently maintenance does not update calls so the customer has no idea what is going on.

Is Tier 2 support something that actually works? or is is something they tell you to stop from calling support? I'm not getting the best response.

Oh, when you call back, a tech also tries to rediagnose the issue.  I have had tecs not even want to look at the call or listen.  I have been told it is my wireless router, which I am not connected to; splitters, which have been replaced by Comcast; wiring in my house, only 3 years old. 

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Posted by
Retired Administrator

Message 5 of 5
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Solution

 


bigdog1313 wrote:

Over the past several months, I have been having intermittant connectivity issues where it has been diagnosed to be outside of my home on the comcast infrastructure.  Everytime I call, they dispatch a tech, he checks the tap and says it needs to be referred to Maintenance.  Finally I have been so fed up, one tech on the call said she would create a Tier 2 call, and it would be addressed quickly.  That was 4 days ago.  I have received 2 calls from a supervisor who said it has been referred to maintenance, but there is no update. 

When I call to followup, I gor the same story - it is with maintenance.  Apparently maintenance does not update calls so the customer has no idea what is going on.

Is Tier 2 support something that actually works? or is is something they tell you to stop from calling support? I'm not getting the best response.

Oh, when you call back, a tech also tries to rediagnose the issue.  I have had tecs not even want to look at the call or listen.  I have been told it is my wireless router, which I am not connected to; splitters, which have been replaced by Comcast; wiring in my house, only 3 years old. 


Apologies for the back- and -forth here. Please let me know if you have further issues - we want to make sure that this was resolved for you.

 

Just 'Dete'
Retired Help Forums Admin



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4 REPLIES
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Message 2 of 5
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I have requested that the Administrator read your post.  Watch this Thread for his reply please.

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Need Email Help? Please post the following information in your post.
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Posted by
Regular Visitor
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 Posting replies is the best way to get involved.
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Message 3 of 5
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I just received a call from the supervisor who is tracking the call, who basically said she has not heard from Maintenance.  At least there is someone who is actually tracking the call, which makes me feel a bit better.

Posted by
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Message 4 of 5
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Well-The maintenance guy just left.  He changed the amplifier and tuned the levels on the street.  So far so good.

Posted by
Retired Administrator

Message 5 of 5
3,085 Views
Solution

 


bigdog1313 wrote:

Over the past several months, I have been having intermittant connectivity issues where it has been diagnosed to be outside of my home on the comcast infrastructure.  Everytime I call, they dispatch a tech, he checks the tap and says it needs to be referred to Maintenance.  Finally I have been so fed up, one tech on the call said she would create a Tier 2 call, and it would be addressed quickly.  That was 4 days ago.  I have received 2 calls from a supervisor who said it has been referred to maintenance, but there is no update. 

When I call to followup, I gor the same story - it is with maintenance.  Apparently maintenance does not update calls so the customer has no idea what is going on.

Is Tier 2 support something that actually works? or is is something they tell you to stop from calling support? I'm not getting the best response.

Oh, when you call back, a tech also tries to rediagnose the issue.  I have had tecs not even want to look at the call or listen.  I have been told it is my wireless router, which I am not connected to; splitters, which have been replaced by Comcast; wiring in my house, only 3 years old. 


Apologies for the back- and -forth here. Please let me know if you have further issues - we want to make sure that this was resolved for you.

 

Just 'Dete'
Retired Help Forums Admin



Community Icon
I am a Retired Official Comcast Employee, and I no longer actively support the forum.
Official Employees are from multiple teams within Comcast: Product, Support, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am an Retired Official Comcast Employee.
Official Employees are from multiple teams within Comcast.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
Retired Comcast Employee.
Please post so people with similar questions may benefit.
Was your question answered?
Mark it as a solution!solution Icon