Here is the CHAT I had with comcast about the continued extremely show internet speeds weve been receiving lately. BEN: My Issue: zip code 37849 - why are speeds sooooooo slooooooooooooow? Maruja: I am sorry to know that you are experiencing slow internet connectivity. I know how important it is for you to have the correct speed for your internet access. I know how does it feel. Dont worry youve reached the right person to help you. Maruja: To better assist you, do you mind if I ask you a few questions? BEN: Ive checked all my equipment. The slow connection speed has been happening more and more frequently. Whats gong on? Maruja: I am checking your account to make sure your services are set up correctly and there hasnt been any recent changes. Maruja: I am also checking to see if there are any outages in your area that might be causing this issue. Maruja: I am going to perform a diagnostic check of your services & equipment. This Health Check verifies the current status of your equipment and your services. It should only take a minute for the results. Maruja: I dont see anything on your account that would be causing this issue. We will need to perform a few troubleshooting steps to further investigate the problem. Maruja: Our tools indicate there is an outage in your area. Our technicians are working as quickly as possible to solve the problem. Maruja: -May I know when did the issue start? BEN: Weeks ago. Its ongoing. Maruja: What troubleshooting steps have you done so far? Maruja: You have opened a window for Comcast Support and I dont want to miss an opportunity to support you. Are we still connected? BEN: Troubleshooting? Please read your statement that begins Our tools indicate there is an outage. Im frequently not getting the the connection speed Im paying for. How do I get an adjustment to my bill since my contracted services are not being provided? Maruja: Internet speeds does not stay on its maximum level as it varies on the applications and activities that your computer is currently processing. Maruja: Oh Im sorry about that, please disregard that message. BEN: OK. My comcast speed test download speed is less than 0.90 mb. Im paying for 50.00 mp. Why am I paying for something and getting only a very, very, small fraction of the service? How do I get a bill adjustment? Maruja: For you bill adjustment issue, I can connect you to our Billing department to better assist you with your concern. However, let us further troubleshoot your slow internet speeds first. BEN: Why troubleshoot? You told me there is an outage in my area. Maruja: I am sorry for the confusion, Ben. Maruja: I have checked on the account, and there is no outage. I am sorry for the wrong information. BEN: I no longer trust anything you say! Bye
Posted on: Sat, 12 Apr 2014 13:33:55 +0000
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