CHAT ID: 250098EC-09C5-4C9F-9D15-49AD7336BC20 Problem: My issue is that I have satellite for television which uses my cable output. I have become a new customer of comcast internet and I am using the modem and have found out that I will need to get comcast to run another cable into my house. Jeff > Our goal is to provide you with a consistently superior customer experience – that’s our guarantee. Learn more about the Comcast Customer Guarantee at comcast/corporate/Customers/CustomerGuarantee.html?fss=customer%20guarantee Jeff > Just to ensure that I have understood the issue correctly, you need to have a cable wires installation for your Comcast service? SARA_ > Correct. I will need cable wires installed in order for me to use the modem/wireless router. Jeff > You already have the modem with you but there is no outlet for you to hook up the modem? SARA_ > I have an outlet however I cannot use that outlet because my satellite tv is using the one cable line I have. I need a dedicated line for my internet. Jeff > I understand how frustrating this might be, I apologize for the inconvenience. Jeff > So it was not verified by the sales department that you need a new cable installation before setting up this account? SARA_ > That was never mentioned to me. When I contacted Comcast that not even have my address. I finally got them to add my address so that I could get internet service. I told them that I only wanted internet service. I order the self installation kit online after they set me up. Jeff > Okay. I am really sorry to hear that. Jeff > I will need to connect you to the sales department for them to setup that appointment. Jeff > Is there anything else I can do for you before I transfer you to another Department? SARA_ > Thanks Jeff > You are most welcome. Jeff > Please stay connected to the chat for the next available representative. Thank you for choosing Comcast for your entertainment needs. Jeff > Please wait, while the problem is escalated to another analyst Vinod > 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? SARA_ > ok Vinod > As I understand, you would like to have the cable wires installed to use modem/wireless router , am I correct ? SARA_ > Correct Vinod > Thank you for confirming. Vinod > Just to confirm, are you using internet service at this time without any problem ? SARA_ > Im using xfinity hot spot. The problem is that when I want to use other wireless devices, I am unable to. Vinod > Thank you for confirming. Vinod > Being from online sales department, we can schedule a technician visit for the installation of wireless modem. Vinod > As I see account details, at this time, you are using only modem not wireless modem. SARA_ > I thought the modem is a wireless modem? Vinod > I have double check, however ,it is only modem, not wireless modem. Vinod > We can schedule a technician visit for the installation of the wireless modem. SARA_ > I have the XFINITY Wireless Gateway Modem Vinod > Thank you for confirming. Vinod > It may be possible that the correct code are not added on the account, please dont worry Vinod > Our technical team will assist you with this. Vinod > They will check why are you are not able to use other wireless devices. Vinod > May I have your permission to transfer this chat to technical department ? SARA_ > sure Vinod > Thank you. Vinod > I would be happy to get you in touch with the department that can further help you with your inquiry. Thank you for contacting Comcast and have a wonderful day. Please stay connected to the chat while I transfer your chat. SARA_ > ok Vinod > Please wait, while the problem is escalated to another analyst Amit Kumar > Its a privilege to have you here on chat and I am looking forward to provide you excellent service!Amit Kumar > Please allow me a minute to review the chat. SARA_ > ok Amit Kumar > Thank you for patiently waiting. Amit Kumar > Just to ensure that I have understood the issue correctly, your Wifi is not working. Is that correct? SARA_ > Correct. The ds/us is blinking. I cant access the internet through my kindle or through my cell phone. I cant access it through my lap top. I am using xfinity hot spot. I have reset it. I have unplugged it. I have looked up online to see what the issue and from my research it looks like I cant use the cable outlet to hook my modem because they is dedicated to my satellite. Amit Kumar > Im sorry to know that you are having issues with your Internet connection. I also rely on the Internet and would want to get the value of what Im paying for. Rest assured that I will do everything within my means to address your concern today! Amit Kumar > I am here to provide you with excellent customer service today. Please be assured I will do my best to help you and Im sure we can work together on your concern. Amit Kumar > To assist you better, I would like to ask you a few questions. Is that alright? SARA_ > ok Amit Kumar > Thank you, while the system looks up your account information let me share a great feature we are providing - You can receive Free bill alerts through SMS on your registered cell phone. You may activate this free service after logging in to your account. And do read about the Comcast Customer Guarantee at comcast/corporate/Customers/CustomerGuarantee.html Amit Kumar > May I please know your Comcast account number or the last 4 digits of the SSN listed on the account for security & verification purpose? -------- Amit Kumar > Awesome! Thank you for verifying the same. Amit Kumar > May I know, since when are you facing this issue? SARA_ > I guess sometime after December 12. I couldnt figure out why my Kindle or Phone wasnt able to connect to the wifi but I always assumed my laptop was connected until I noticed that my laptop wasnt connected to my modem but to xfinity hot spot. I found that out last week and start to connect the dots. Amit Kumar > Thanks for confirming. Are all computers affected? SARA_ > Laptop, Kindle and Cell Phone. Amit Kumar > Thanks for confirming. Are all computers affected? SARA_ > Yes Amit Kumar > Are you currently home with access to the affected modem for us to do the preliminary troubleshooting? SARA_ > Yes I am. I however do not have it connected now to the cable outlet. I dont want to connect to the outlet Amit Kumar > Could you please verify the MAC (CMAC) address from the back of your Modem/Router? SARA_ > Ok Amit Kumar > Please share ----------- Amit Kumar > Thank you for providing that information.Amit Kumar > Please allow me a minute. Amit Kumar > Sara, I can check that you have Internet with 25 mbps speed and you are paying $ 44.99+ $8 for modem per month, is that correct? SARA_ > Correct Amit Kumar > Would you like some thing great? SARA_ > I would like to be able to connect to the internet through the modem that I am paying for. Amit Kumar > I will fix that from sure! SARA_ > great Amit Kumar > I am working on that. Amit Kumar > Sara,Please make the router unplug and then press the restart button for 20 sec. Amit Kumar > Please plug it again. Amit Kumar > Please let me know once it re plug and start to work. Amit Kumar > Once you get the internet connectivity on the your System. SARA_ > Just to let you know it is not plugged into the cable outlet. SARA_ > I have the power lit up Amit Kumar > Sara, Is that possible to get the router reset? SARA_ > I have wifi lit up SARA_ > I have us/ds contiously blinking SARA_ > one moment Amit Kumar > Sara, Please try to connect now. SARA_ > ok Amit Kumar > Thank you. SARA_ > still nothing is working SARA_ > us/ds still blinking Amit Kumar > Sara, Please let me know if you want to use the Xfinity Wifi? SARA_ > To answer your question, Yes. I want to be able to use Xfinity Wifi. I want to be able to access the internet through Wifi via my laptop computer, my cell phone and my kindle and if I get a tablet, I want to be able to utilize what I signed up for and what I am paying and what I am renting from Comcast. I however do not want to use Comcast Cable TV. I have Direct TV and do want to leave them as of right now. So I started researching and on comcast forums there we discussion previously where users are stating that you need to have a SEPERATE Cable line in order to have comcast internet. That is all I am asking for. SARA_ > Can you get a tech to come out to my residence and help me? Amit Kumar > Sara, Please stay connected while I transfer the chat to the correct department for further support. May I? SARA_ > Surely there are other users out there that face same issue. Not sure why this is so difficult and why I am on here for more than hour chatting with 3 different people to get service. Amit Kumar > Please stay connected while I transfer the chat to the correct department for further support. SARA_ > Sure go ahead and send me to the 4th person Amit Kumar > Please wait, while the problem is escalated to another analyst Shashank > 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? SARA_ > Go right ahead Shashank > Thank you for your permission, Sara. Shashank > Thank you for waiting. How are you doing today, Sara ? SARA_ > I am fantastic. I have spent more than an hour chatting with comcast and speaking to 4 different people who cant seem to help me even though i know what i need. So yeah Im just great! Shashank > Glad to know that you are doing Great. Shashank > Let met just check if I got your concern correctly. Youve mentioned that you are looking for the cable services with the Internet. Am I correct ? Shashank > Please acknowledge. SARA_ > I need a separate line to run into my house that is a comcast cable so that I can have internet. See I have Direct TV. Guess what? Direct TV is using my cable. In researching you cant use the same cable for Direct TV and Comcast internet. You cant do it. So what I need is for a technician to come out to my house and feed a cable (not sure if that is the correct terminology) into my house so that I can connect my modem with is wireless ready so I can get internet SARA_ > I want to be able to use the modem that I am now renting so that I can use my kindle, my lap top and my cell phone Shashank > Thank you for the Confirmation. Shashank > Please allow me for few minutes to pull up your account. SARA_ > Go for it Shashank > Thank you. Shashank > Thank you for patiently waiting. Shashank > As I can see that you are using performance Internet at $44.99/mo.Shashank > I can suggest you the double play package which include cable and Internet services. SARA_ > No you cannot suggest that. If you paid attention I dont want cable tv. I am happy with direct tv. SARA_ > You cant mix DirecTV signals and Comcast signals on the same cable, it wont work. SARA_ > I want another cable line feed into my house by comcast He asked if he take a few minutes to look at my account I told him sure I have nothing better to do like, eat. Then he tells me he will have a tech connect a line and install equipment I asked him what equipment He tells me a standard cable box I tell him why would want a cable box when I have Direct TV. What am I going to do with that? Then I basically said it was a real pleasure chatting with you all and you have been so helpful in not providing me with what I am asking for. I also thanked them for proving to me how terrible their customer service is but that they dont care because most people dont have a choice and how they have a monopoly. Then he asked me if I wanted xfinity internet? I left the chat. After calling and waiting and waiting and waiting. I speak to a supervisor who finally gets it. You dont have a comcast cable line! And he sets up an appointment to send a tech out to install that and install your modem. I heard angels sing. And if you read this all the way through, God Bless You
Posted on: Sat, 03 Jan 2015 02:24:53 +0000
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