Things that Comcast representatives say…

Well, I’ve had an interesting day. I’m still feeling a bit off, not my normal off but hyperthyroid off. I previously have told you that I don’t watch much TV until the fall when TWD returns and football. However, for the past few days I’ve been watching more than normal due to not really doing much else. I’ve ran out of sketch paper so I haven’t been doing that. Fall semester started on Monday but I’ve already completed my assignments for this week. So that leaves me bored and succumbing to TV for a distraction. Four days ago my cable box intermittently started turning off and restarting the system a few times per day and today I contacted Comcast for a new box to be sent to me. At least that’s what I thought I was doing. Here is the conversation I had this afternoon with a representative. I can’t make this shit up …I never complain to companies regarding their staff but this time I just might. Sorry about the format, usually a copy of the conversation is sent to your email but not in this case.


XFINITY Chat

Live Chat

user Christopher has entered room

analyst Glaidle has entered room

  • Glaidle
  • 12:24PM

Hello Christopher_, Thank you for contacting Comcast Live Chat Support. My name is Glaidle. Please give me one moment to review your information.

  • Christopher
  • 12:24PM

My Issue: For the past 4 days my cable box suddenly turns off by itself and then all lights on the front are illuminated. Once it restarts…everything operates as it should.

  • Glaidle
  • 12:24PM

I am reviewing the information you provided.

  • Christopher
  • 12:24PM

Hi Glaidle

  • Glaidle
  • 12:25PM
  • Hello       Christopher
  • Glaidle
  • 12:25PM

Do you mean that you’re not seeing lights on your cable box anymore?

  • Christopher
  • 12:25PM

No

  • Christopher
  • 12:25PM

For the past 4 days my cable box suddenly turns off and then all lights on the front are illuminated (blue, green, orange). Sometimes the time lapse between turning off and restarting lasts from under a minute up to 5 minutes. The box does not respond to remote commands during this time. The system then restarts and operates normally. The guide function does take 5 mins to display the correct data upon reset.

  • Glaidle
  • 12:26PM

Oh! That’s odd.

  • Christopher
  • 12:26PM

Yes

  • Glaidle
  • 12:28PM

I apologize that you are having issues with your cable box. Let’s go ahead and check what’s wrong.

  • Christopher
  • 12:28PM

Thanks

  • Glaidle
  • 12:29PM

You’re welcome Paul.

  • Christopher
  • 12:29PM

I’m Christopher

  • Glaidle
  • 12:29PM

Oh! I am sorry for the typo, I just miss my boyfriend.

  • Christopher
  • 12:32PM

Hello?

  • Glaidle
  • 12:32PM

I’m performing a system check to verify the status of your equipment. Please give me a minute or two.

  • Glaidle
  • 12:32PM

While waiting, what is your preferred email address for Comcast updates?

  • Christopher
  • 12:33PM

You can use my comcast account email …cchunt3@comcast.net

  • Glaidle
  • 12:33PM

Got it.

  • Glaidle
  • 12:34PM

Thank you for waiting. Our system check shows that your equipment is online, which means that there’s a good signal going to the box from our server. Let’s further figure out what’s wrong.

  • Glaidle
  • 12:34PM

What is the serial number of the affected box? The serial number also called the “SN” is found on a sticker at the back of or at the bottom of the box. It starts with M, SA, PA, GI, TM, or CS and is followed by numbers and letters.

  • Christopher
  • 12:35PM

MA1040FH6384

  • Glaidle
  • 12:35PM

Thank you for checking.

  • Christopher
  • 12:35PM

You’re welcome

  • Glaidle
  • 12:36PM

To confirm, your box is turning off and on itself right?

  • Christopher
  • 12:36PM

Yes

  • Glaidle
  • 12:39PM

I am sending a signal to restart your cable box. Please keep me posted.

  • Christopher
  • 12:41PM

Reset signal confirmed. It has since restarted and is back on and operating as it should

  • Glaidle
  • 12:42PM

Is it okay if we observe for a while if the lights are still illuminated?

  • Christopher
  • 12:42PM

That only happens when the box turns itself off

  • Christopher
  • 12:43PM

The other lights (blue and orange) only illuminate when the box turns itself off and once it turns itself back on, those lights disappear and the only the green light remains

  • Glaidle
  • 12:44PM

Do you mean, it is still not working fine?

  • Christopher
  • 12:44PM

No

  • Christopher
  • 12:44PM

What I am saying is, the box is fine until it turns itself off for 1-5 mins. During that 1-5 time period all of the lights are illuminated. When it turns itself back on, it’s fine. The question is ….why does the box keep turning itself off?

  • Glaidle
  • 12:44PM

It sounds like you need a new HD box J

  • Christopher
  • 12:45PM

Exactly…can you set that up for me? Mail me a new box and I’ll set it up myself.

  • Glaidle
  • 12:46PM

You can go to your local xfinity store and get one for free J

  • Christopher
  • 12:47PM

Yes…but that is inconvenient …it is an xfinity product that has failed…not my fault…I do not wish to wait in an hour or more line to exchange a cable box when one can just be mailed to me

  • Glaidle
  • 12:49PM

I doubt you would have to wait one hour.

  • Christopher
  • 12:49PM

Have you ever been to an xfinity store? I’ve never waited less than 45 mins …never and it was always for a product exchange due to faulty equipment. What is the issue with sending me a box?…it’s never been an issue in the past and it’s part of your customer service responsibility.

  • Glaidle
  • 12:50PM

Got it. Let me see if I can set this up for you. Give me 10-15 mins Christopher J.

  • Christopher
  • 12:50PM

10-15 mins? I do not have that kind of time…sorry. Perhaps you’re too busy missing your boyfriend so I’ll let you get back to that…have a nice day.

Xfinity Live Chat ended

© 2016 Comcast


 

A complete waste of my time and the representative was unprofessional. If you’re wondering…there is no request for a new cable box unless Glaidle went ahead and processed the request (doubtful). Maybe I’ll try again tomorrow. I just hope that my next residential destination has Google Fiber so I can cut the cord with Comcast.

9 thoughts on “Things that Comcast representatives say…

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