Gold Problem Solver
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5.9K Messages
Comcast needs to develop customer service
So last month lost data usage meter.
Called a few days later to get the Customer Service Assurance group. The number on the Comcast pages and one I was given by BruceW on the forums and a chat agent tonight go the joke of an automated system.
The Chat agent got me a call back supposedly from CSA group, turned out to be Technical support and they can't fix the issue. Went to another person supposedly from CSA who said it needed to go the Engineering Group, turns out she was not CSA either. Her transfer was right back to technical support. He transferred me to CSA, assured me he gave them all the details and they had no idea why I was calling. We got cut off and apprently they had no access to the notes with the call back number.
Nor did they try calling the primary account phone.
Tried the 877 number again and something in the notes makes the system think I am calling about slow internet speed. Always sees errors on my owned modem and insists on doing a restart.
I was on the phone with the call back over an hour with no resolution and now I don't how to get in touch with that group again.
I have the account in my name since 1999, before that it was in another family members name at the same service address when Comcast traded service areas with Time Warner in the 80s. But to be totally honest I am willing to go with slower DSL at no caps for this headache.
The person who was not the CSA group told me I was on Unlimited Internet since Feb. of this year. I don't pay for it and I don't have plan that might be covered by it. The second technical support person verified I WAS NOT on Unlimited.
And please, any Comcast person who tells me to send a Private Message in response understand that it appears PMs don't work anymore.
Okay, rant done.
Please develop customer service.
To be honest I don't care if I see the data usage again. I can check on the automated Xfinity Assistant if needed. But if you offer the option make it available or an easy way to get the thing fixed.
All your Indian support people had no real idea why I was calling and were so happy to keep thanking me for my years of having your service.
Just get the job done correctly to thank me
Accepted Solution
commanguy
Gold Problem Solver
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5.9K Messages
4 years ago
No, I have had it with re-setting the modem and nothing gets fixed.
This issue started when COMCAST automatically removed my $10 discount for the tv service I received last year when I changed my services.
This is on your end, not mine.
I will NOT re-set the modem again. It doesn't do anything to fix this.
I don't even want you people to try anymore. Nothing gets done.
I will use the Assistant for data usage check. I am getting sick of hearing "re-set the modem" and we will talk later. Sorry, you can say you can't do anything until I reset it. But I have done this so often and still no one can do anything.
I have a data usage check method for now.
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commanguy
Gold Problem Solver
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5.9K Messages
4 years ago
So thought I had some improvement.
Xfinity app for Internet had an update. Checked it out this afternoon. It actually showed a spot for checking data usage.
But typical of Comcast it still can't access my data usage on my account. Web page shows they can't connect to my ( and I mean "my" owned) modem, again. But the internet is still up and running.
Why does my skeptical side stll think they are trying to push their gateway?
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commanguy
Gold Problem Solver
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5.9K Messages
4 years ago
@ComcastMichele
So no data usage meter yet anywhere for me.
Went back to that link about using Private Messages and no of that works since I do see any icon for that
Apparently this issue will either resolve itself or be on going. Either way I don't see any semblance of Customer Service or Support anymore on this forum
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CCAbbie
Problem Solver
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1.4K Messages
4 years ago
@commanguy Thank you for reaching out to us on Community Forums. It sounds like you had a stressful experience, and this is not what we want you to go through. I would like the opportunity to look into this and turn your experience around.
Please send me a private message and include your first and last so I can assist you. To send me a Private Message, please click my name “ComcastAbbie” and click “Send a message”
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CCAbbie
Problem Solver
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1.4K Messages
4 years ago
@commanguy If you are in an area where we are not monitoring data usage, the meter would not be available. I would be happy to check into this for you. I responded to another post of yours asking to have you send me a message with your name. Can you please follow the instructions on that reply and send the requested info, so I can get your account pulled up?
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BruceW
Gold Problem Solver
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26.3K Messages
4 years ago
@ComcastAbbie: As @commanguy has posted several times, his private messages are broken. If you click on his handle to bring up his profile, you'll notice there is no "Send a message" button. And if I bring up my own Private Messages, click New Message, and try to send a message to "commanguy", the PM editor rejects that handle.
Something is seriously messed up with @commanguy's profile! Please fix!
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commanguy
Gold Problem Solver
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5.9K Messages
4 years ago
@ComcastAbbie
I am in the Northern Division/region. To the best of my knowledge we are still on a active data cap.
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commanguy
Gold Problem Solver
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5.9K Messages
4 years ago
@BruceW
Thanks
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BruceW
Gold Problem Solver
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26.3K Messages
4 years ago
@ComcastJosephW: As @commanguy has posted several times, his private messages are broken. If you click on his handle to bring up his profile, you'll notice there is no "Send a message" button. And if I bring up my own Private Messages, click New Message, and try to send a message to "commanguy", the PM editor rejects that handle.
Also as "commanguy" has posted previously, he should have a "Turn on private messages" option at https://forums.xfinity.com/t5/user/myprofilepage/tab/user-preferences:private-messenger, but does not.
Something is seriously messed up with @commanguy's profile, and no one is doing anything about it! Please fix!
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Again
Expert
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31.4K Messages
4 years ago
@commanguy
Do you have PM's turned on in your Settings?
Settings/Preferences/Private Messenger
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user_JosephC
Problem Solver
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369 Messages
4 years ago
@commanguy, we are actually delaying usage based billing in the North East area until 2022 however, in order for us to provide the most accurate information in regard to your account/services, please send us a private message by clicking my name "ComcastJosephW" then select "Send a Message" on the right side with your name and service address to get started. Thanks again for both your time and interest!
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commanguy
Gold Problem Solver
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5.9K Messages
4 years ago
@Again
Can't see any settings for Private Messenger
@ComcastJosephW
I am not in the Northeast region, unless someone at Comcast moved Minnesota into that region.
Minnesota is North Region from the Comcast region maps I remember.
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dcfox
Contributor
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387 Messages
4 years ago
@commanguy Are you able to click on @ComcastJosephW name to get to his profile and then click "send a message"or is that missing?
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commanguy
Gold Problem Solver
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5.9K Messages
4 years ago
@dcfox
NO. That option has not been available to me for a long, long time. Way back when they started discouraging people from sending unsolicited Private Messages.
You know I appreciate the help here but from what I see Comcast has a lot of behind the scenes work to do to fix this.
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BruceW
Gold Problem Solver
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26.3K Messages
4 years ago
@ComcastAbbie: Are you sure about that? I'm in South-Central PA where Data Plan enforcement has been delayed until 2022, but I can still access a functioning Usage Meter. And I have been able to do so ever since Comcast introduced the meter, even though Data Plans have never been enforced here.
Please take care to post accurate information!
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