

fuziwuzi

Not born yesterday

Premium Member

join:2005-07-01

Palm Springs, CA ·Charter

Technicolor TC8715D

Asus RT-AC87

(Software) Asuswrt-Merlin

fuziwuzi Premium Member [Connectivity] Comcast tech: "What am I doing here?" -- my servi Two weeks before my planned move (about 3 miles, a different neighborhood) I called Comcast to schedule the transfer of my service. The online guy was great, took my new address down and said everything was all set. He said I could move my modem to the new address, connect it, call Comcast and within 5 minutes be up and running as normal. Great, I thought, I hope it really does work like that.



On moving day, the movers took care of the furniture while I moved my computer equipment. Once at the new place and settled in a bit, I set up the computer and modem. Service was already active it seemed, I could browse, get email, etc. So, I called Comcast as instructed. I was told that I could NOT get service at my new location because the previous tenent had not disconnected their service. I informed them that I had signed the lease on the place nearly a month previous, that there had been no tenent here for at least that long, but the CSR was adamant that there was nothing she could do, I could not transfer my service to my new address until the previous service was disconnected. That disconnect was scheduled for 4 days away and was due to the account being delinquent. I asked if they could automatically transfer service to me at that time, she said no. I was informed by her and her supervisor that on that day someone would come out and physically disconnect the service and I would then have to call to schedule an appointment for reconnection. I asked when the next available appointment: two weeks!



"You mean I have to be without service for two weeks????", I asked. "Yes, there's nothing we can do about it, the account is delinquent and must be disconnected physically." "But *I* don't have a delinquent account, so why am *I* being punished for it?"



I got nowhere with the CSRs and supervisors, so I called the Executive Complaint Center and spoke with a nice guy there who took down everything. I was called back a few hours later by another guy who said what I'd been told and the actions taken so far should NOT have occurred. He later called back and said that the best he could do is get the service reconnected (after the disconnect) two days later, so I would have two days of no service. I sighed and said I appreciated his help and would accept that.



The day of disconnect came, and went, with no disconnect. I still had service, tv and internet functioned as normal. The next day the same. Then on Saturday, the day my reconnect is to occur, the technician shows up at my door. He comes in and I tell him that the service is working. He looks at my modem, he looks at the TV. I explained to him the scenario and he just says, "Then what am I doing here?". He spoke an expletive about the CSRs and said that was typical "BS" from them, he said they could have transferred the service without sending him out here to waste his time. I felt sorry for him, he apologized for the interruption of my day and left.



Later, the guy from the Executive office called to make sure my install went ok. I told him what had happened and he apologized. He said that it was obvious there was a breakdown in the system somewhere that needed to be addressed.



Now I just wait to see what my bill will look like, when service start/stop and such. I hope I don't have to jump through hoops all over again.

rody_44

Premium Member

join:2004-02-20

Quakertown, PA rody_44 Premium Member Re: [Connectivity] Comcast tech: "What am I doing here?" -- my s actually what happened is the way it should happen. when a new install is scheduled the disconnect gets rescheduled and is only completed IF the new install gets rescheduled. when a new sub moves in its actually good practice to send a tech out. the tech wasnt supposed to just look and see it was working. he was suppose to check levels at all outlets and make sure everything was up to spec.



fuziwuzi

Not born yesterday

Premium Member

join:2005-07-01

Palm Springs, CA ·Charter

Technicolor TC8715D

Asus RT-AC87

(Software) Asuswrt-Merlin

fuziwuzi Premium Member said by rody_44:



actually what happened is the way it should happen. when a new install is scheduled the disconnect gets rescheduled and is only completed IF the new install gets rescheduled. when a new sub moves in its actually good practice to send a tech out. the tech wasnt supposed to just look and see it was working. he was suppose to check levels at all outlets and make sure everything was up to spec.

actually what happened is the way it should happen. when a new install is scheduled the disconnect gets rescheduled and is only completed IF the new install gets rescheduled. when a new sub moves in its actually good practice to send a tech out. the tech wasnt supposed to just look and see it was working. he was suppose to check levels at all outlets and make sure everything was up to spec. Some should tell the CSRs what the actual procedures are, then. It seems they are only told just enough to frustrate customers. Even the "supervisors" I spoke with were seemingly uninformed on how this worked. There is still a great deal of work Comcast needs to do on their customer service.



CT3

@comcast.net 1 edit CT3 to rody_44

Anon to rody_44

What should have happened is the disco got no trucked, and you got scheduled for an install or a self install. A tech coming out and verifying levels is a good idea but not a requirement, you can self install the modem and and dct's, the csr can transfer the EQ to the new account so the only real thing would be re provisioning the modem, get your account number at the new residence, and choose customer when you get the weird comcast screen for every web page you try to go to.



No idea what rody is talking about.



apostrophe

Premium Member

join:2005-01-04

Philadelphia, PA apostrophe to fuziwuzi

Premium Member to fuziwuzi

this same thing happened to my boss when he moved into his new house just recently.



there was nothing that Comcast could/would do, and he had to wait for the billing to be straightened out, which they expected him to pay the past-due balance, which took him some effort to fight.



good luck!

Time Fire

join:2008-06-05

Philadelphia, PA 1 edit Time Fire to CT3

Member to CT3

said by CT3 :



What should have happened is the disco got no trucked, and you got scheduled for an install or a self install. A tech coming out and verifying levels is a good idea but not a requirement, you can self install the modem and and dct's, the csr can transfer the EQ to the new account so the only real thing would be re provisioning the modem, get your account number at the new residence, and choose customer when you get the weird comcast screen for every web page you try to go to.



No idea what rody is talking about [and it seems that way on most of his posts].

This isn't the case everywhere, assuming it is where you live. Though a customer can get the modem provisioned remotely, Comcast tends to ask their csr's to send out a tech anyway to new connects/reconnects; in my opinion, it makes sense for the simple fact that it *can* avoid future and multiple trouble calls due to self installs and remotely activating services not working.



Boxes can get trickier as, from my understanding, you can't use the same box in two different corps: ie - if you're moving from an area where the first five digits (corp) on your account is "01691," you generally can't use it in an area where the first five digits on your new account is "09513" (both examples used are two corps in the same city, Philadelphia - which is also interesting because those two corps are unique to the point where you could literally move to the next house over and be in 1691 after moving from 9513).



This case, in my opinion, is generally the right hand not knowing what the left hand is doing and vice-versa - a major flaw within Comcast I still believe. I'd venture to say that techs do not know the protocols that CSRs/CAEs have to follow, and definitely in vice-versa...then when you go complain about this to the executive office I'd argue that they REALLY don't know what either group is doing as logic doesn't always dictate what rules are actually in place (but this is the same with many companies, lol). You can tell that no one knew what the other was doing - even the exec office, as yes - what CT3 said, everything could have been no trucked and done remotely for the fastest results. Problem here lies in that the fastest results don't always provide the best results - too many failed SIKs, really.



Though, something about this thread doesn't pan out. Fuzi stated that he did a "transfer of service." Now, as far as I know, the transfer would NOT have completed on the day he was trying to set it up online if the new address he was moving in was still active. The day he set up the transfer, the new address would have been listed in Comcast's database as a "Pending Install." Now, even though the online rep was probably a nice guy, did this chat rep not actually do the transfer? There's something more to this, because I've never even heard of a rep successfully transferring service to an address that wasn't at least in pending disconnect. This isn't the case everywhere, assuming it is where you live. Though a customer can get the modem provisioned remotely, Comcast tends to ask their csr's to send out a tech anyway to new connects/reconnects; in my opinion, it makes sense for the simple fact that it *can* avoid future and multiple trouble calls due to self installs and remotely activating services not working.Boxes can get trickier as, from my understanding, you can't use the same box in two different corps: ie - if you're moving from an area where the first five digits (corp) on your account is "01691," you generally can't use it in an area where the first five digits on your new account is "09513" (both examples used are two corps in the same city, Philadelphia - which is also interesting because those two corps are unique to the point where you could literally move to the next house over and be in 1691 after moving from 9513).This case, in my opinion, is generally the right hand not knowing what the left hand is doing and vice-versa - a major flaw within Comcast I still believe. I'd venture to say that techs do not know the protocols that CSRs/CAEs have to follow, and definitely in vice-versa...then when you go complain about this to the executive office I'd argue that they REALLY don't know what either group is doing as logic doesn't always dictate what rules are actually in place (but this is the same with many companies, lol). You can tell that no one knew what the other was doing - even the exec office, as yes - what CT3 said, everything could have been no trucked and done remotely for the fastest results. Problem here lies in that the fastest results don't always provide the best results - too many failed SIKs, really.Though, something about this thread doesn't pan out. Fuzi stated that he did a "transfer of service." Now, as far as I know, the transfer would NOT have completed on the day he was trying to set it up online if the new address he was moving in was still active. The day he set up the transfer, the new address would have been listed in Comcast's database as a "Pending Install." Now, even though the online rep was probably a nice guy, did this chat rep not actually do the transfer? There's something more to this, because I've never even heard of a rep successfully transferring service to an address that wasn't at least in pending disconnect.



fuziwuzi

Not born yesterday

Premium Member

join:2005-07-01

Palm Springs, CA ·Charter

Technicolor TC8715D

Asus RT-AC87

(Software) Asuswrt-Merlin

fuziwuzi Premium Member said by Time Fire:



Though, something about this thread doesn't pan out. Fuzi stated that he did a "transfer of service." Now, as far as I know, the transfer would NOT have completed on the day he was trying to set it up online if the new address he was moving in was still active. The day he set up the transfer, the new address would have been listed in Comcast's database as a "Pending Install." Now, even though the online rep was probably a nice guy, did this chat rep not actually do the transfer? There's something more to this, because I've never even heard of a rep successfully transferring service to an address that wasn't at least in pending disconnect.

Though, something about this thread doesn't pan out. Fuzi stated that he did a "transfer of service." Now, as far as I know, the transfer would NOT have completed on the day he was trying to set it up online if the new address he was moving in was still active. The day he set up the transfer, the new address would have been listed in Comcast's database as a "Pending Install." Now, even though the online rep was probably a nice guy, did this chat rep not actually do the transfer? There's something more to this, because I've never even heard of a rep successfully transferring service to an address that wasn't at least in pending disconnect. Thanks for attempting to call me a liar. I called Comcast before my move to set up a transfer of service. That's what I asked for and that's what the CSR I spoke with discussed with me. He told me all I would need to do is connect my modem at the new address, call Comcast, and everything would be set within 5 minutes. Am I supposed to second-guess every Comcast employee? Am I supposed to know what they can and cannot do? Am I supposed to know the status of the new address somehow? Just how much mind-reading and technical knowledge is the CUSTOMER supposed to have in order to get competent service from Comcast? How many calls to how many people are required?



Rob

Premium Member

join:2001-08-25

Miami, FL Rob to fuziwuzi

Premium Member to fuziwuzi

Typically when a customer attempts to either setup new service, or transfer service, to an address that is in pending disconnect (for non-pay), the agent will either not be able to setup service at that address, or can go in and "complete" the disconnection (it's only so the old account is finalized, no physical disconnection is done since service is starting again).



If the customer has equipment from Comcast (i.e. digital box, modem, emta), they are normally not allowed to use the same equipment at their new residence and would require that a tech comes out, sets everything up and takes the old equipment. It's very very rare that an agent will transfer service and not send a tech out, but it has happened. But it's never good policy, for many reasons.



When you connected your modem at the new location, it worked because you must have been in the same corp and the disconnection from the previous tenant did not occur.



Without looking at your account, it's difficult to say where the problem lies. I suspect that the first agent you spoke with ("The online guy was great, took my new address down and said everything was all set.") did nothing. If he did make sure everything was "set", then you wouldn't have any of these problems. I believe the online support is based in Manila.



How can Comcast improve? Very simple. When a pending disconnect notice is entered into the system to do a physical disconnection (whether it's for non-pay, or because the customer requested it), Comcast must attempt to do it as quickly as possible. I have seen pending disconnects scheduled for 1-2 weeks AFTER the customer called. What then occurs is there is a conflict with the new tenants, which is what happened with you.



And as always, markets vary and so does your mileage. Sorry you had the problems. Hope everything has been corrected.



baineschile

2600 ways to live

Premium Member

join:2008-05-10

Sterling Heights, MI baineschile Premium Member Never gonna happen like that. Comcast waits on pending disconnects for 2 reasons.



1. If the customer leaves comcast for a different company, in the 2 week period between the requested disconnect day, and the actualy physical disconnection, a team within comcast calls the customer to try and win them back. If they do so sucessfully, no truck has to be rolled.



2. as long as a customer is still connected to the system, requested disconnect or not, they are considered a subscriber. Comcast, near the end of fiscal quarters, limits the amount of physical disconnects (dont forget, bills have already been stopped) to semi-inflate their numbers

Time Fire

join:2008-06-05

Philadelphia, PA 1 edit 1 recommendation Time Fire to fuziwuzi

Member to fuziwuzi

said by fuziwuzi:



said by Time Fire:



Though, something about this thread doesn't pan out. Fuzi stated that he did a "transfer of service." Now, as far as I know, the transfer would NOT have completed on the day he was trying to set it up online if the new address he was moving in was still active. The day he set up the transfer, the new address would have been listed in Comcast's database as a "Pending Install." Now, even though the online rep was probably a nice guy, did this chat rep not actually do the transfer? There's something more to this, because I've never even heard of a rep successfully transferring service to an address that wasn't at least in pending disconnect.

Though, something about this thread doesn't pan out. Fuzi stated that he did a "transfer of service." Now, as far as I know, the transfer would NOT have completed on the day he was trying to set it up online if the new address he was moving in was still active. The day he set up the transfer, the new address would have been listed in Comcast's database as a "Pending Install." Now, even though the online rep was probably a nice guy, did this chat rep not actually do the transfer? There's something more to this, because I've never even heard of a rep successfully transferring service to an address that wasn't at least in pending disconnect.

Thanks for attempting to call me a liar. I called Comcast before my move to set up a transfer of service. That's what I asked for and that's what the CSR I spoke with discussed with me. He told me all I would need to do is connect my modem at the new address, call Comcast, and everything would be set within 5 minutes. Am I supposed to second-guess every Comcast employee? Am I supposed to know what they can and cannot do? Am I supposed to know the status of the new address somehow? Just how much mind-reading and technical knowledge is the CUSTOMER supposed to have in order to get competent service from Comcast? How many calls to how many people are required? chat rep...based on what I'm actually saying. I'm questioning if you were screwed from the beginning, NOT once you actually moved into the new home. Communication breakdown started as soon as rep 1 told you it was okay to just go ahead, take your modem to the new location, and call comcast to get started. Sorry if you thought otherwise.



EDIT - I didn't read further down myself, as Rob (a wise man throughout these comcast forums, IMO) just said the exact same thing - but probably with much better wording than how I said it quote: Without looking at your account, it's difficult to say where the problem lies. I suspect that the first agent you spoke with ("The online guy was great, took my new address down and said everything was all set.") did nothing. If he did make sure everything was "set", then you wouldn't have any of these problems. I believe the online support is based in Manila. Are you reading the full quote, or did you get offended after the first sentence and hit the reply button? If I'm calling anyone a liar, it'd be the...based on what I'm actually saying. I'm questioning if you were screwed from the beginning, NOT once you actually moved into the new home. Communication breakdown started as soon as rep 1 told you it was okay to just go ahead, take your modem to the new location, and call comcast to get started. Sorry if you thought otherwise.EDIT - I didn't read further down myself, as Rob (a wise man throughout these comcast forums, IMO) just said the exact same thing - but probably with much better wording than how I said it



fuziwuzi

Not born yesterday

Premium Member

join:2005-07-01

Palm Springs, CA ·Charter

Technicolor TC8715D

Asus RT-AC87

(Software) Asuswrt-Merlin

fuziwuzi Premium Member All of the CSRs I spoke with were in the USA, there was no foreign accent with any of them.



It just appears that there are divisions in Comcast and they don't communicate well with each other. I find it ironic they advertise, which I've seen several times recently, the ability to quickly transfer your service with one call, when that obviously doesn't occur. I've spoken now with 5 other people with similar stories to my own here in Atlanta. Maybe this is an Atlanta breakdown?



Rob

Premium Member

join:2001-08-25

Miami, FL Rob Premium Member said by fuziwuzi:



All of the CSRs I spoke with were in the USA, there was no foreign accent with any of them.



It just appears that there are divisions in Comcast and they don't communicate well with each other. I find it ironic they advertise, which I've seen several times recently, the ability to quickly transfer your service with one call, when that obviously doesn't occur. I've spoken now with 5 other people with similar stories to my own here in Atlanta. Maybe this is an Atlanta breakdown?

All of the CSRs I spoke with were in the USA, there was no foreign accent with any of them.It just appears that there are divisions in Comcast and they don't communicate well with each other. I find it ironic they advertise, which I've seen several times recently, the ability to quickly transfer your service with one call, when that obviously doesn't occur. I've spoken now with 5 other people with similar stories to my own here in Atlanta. Maybe this is an Atlanta breakdown? I must have misunderstood when you said "The online guy", which I took it as you having chatted using the online chat feature and not on the phone.



LeftOfSanity

People Suck.

join:2005-11-06

Dover, DE LeftOfSanity to fuziwuzi

Member to fuziwuzi

said by fuziwuzi:



Two weeks before my planned move (about 3 miles, a different neighborhood) I called Comcast to schedule the transfer of my service. The online guy was great, took my new address down and said everything was all set. He said I could move my modem to the new address, connect it, call Comcast and within 5 minutes be up and running as normal. Great, I thought, I hope it really does work like that.



On moving day, the movers took care of the furniture while I moved my computer equipment. Once at the new place and settled in a bit, I set up the computer and modem. Service was already active it seemed, I could browse, get email, etc. So, I called Comcast as instructed. I was told that I could NOT get service at my new location because the previous tenent had not disconnected their service. I informed them that I had signed the lease on the place nearly a month previous, that there had been no tenent here for at least that long, but the CSR was adamant that there was nothing she could do, I could not transfer my service to my new address until the previous service was disconnected. That disconnect was scheduled for 4 days away and was due to the account being delinquent. I asked if they could automatically transfer service to me at that time, she said no. I was informed by her and her supervisor that on that day someone would come out and physically disconnect the service and I would then have to call to schedule an appointment for reconnection. I asked when the next available appointment: two weeks!



"You mean I have to be without service for two weeks????", I asked. "Yes, there's nothing we can do about it, the account is delinquent and must be disconnected physically." "But *I* don't have a delinquent account, so why am *I* being punished for it?"



I got nowhere with the CSRs and supervisors, so I called the Executive Complaint Center and spoke with a nice guy there who took down everything. I was called back a few hours later by another guy who said what I'd been told and the actions taken so far should NOT have occurred. He later called back and said that the best he could do is get the service reconnected (after the disconnect) two days later, so I would have two days of no service. I sighed and said I appreciated his help and would accept that.



The day of disconnect came, and went, with no disconnect. I still had service, tv and internet functioned as normal. The next day the same. Then on Saturday, the day my reconnect is to occur, the technician shows up at my door. He comes in and I tell him that the service is working. He looks at my modem, he looks at the TV. I explained to him the scenario and he just says, "Then what am I doing here?". He spoke an expletive about the CSRs and said that was typical "BS" from them, he said they could have transferred the service without sending him out here to waste his time. I felt sorry for him, he apologized for the interruption of my day and left.



Later, the guy from the Executive office called to make sure my install went ok. I told him what had happened and he apologized. He said that it was obvious there was a breakdown in the system somewhere that needed to be addressed.



Now I just wait to see what my bill will look like, when service start/stop and such. I hope I don't have to jump through hoops all over again.



Two weeks before my planned move (about 3 miles, a different neighborhood) I called Comcast to schedule the transfer of my service. The online guy was great, took my new address down and said everything was all set. He said I could move my modem to the new address, connect it, call Comcast and within 5 minutes be up and running as normal. Great, I thought, I hope it really does work like that.On moving day, the movers took care of the furniture while I moved my computer equipment. Once at the new place and settled in a bit, I set up the computer and modem. Service was already active it seemed, I could browse, get email, etc. So, I called Comcast as instructed. I was told that I could NOT get service at my new location because the previous tenent had not disconnected their service. I informed them that I had signed the lease on the place nearly a month previous, that there had been no tenent here for at least that long, but the CSR was adamant that there was nothing she could do, I could not transfer my service to my new address until the previous service was disconnected. That disconnect was scheduled for 4 days away and was due to the account being delinquent. I asked if they could automatically transfer service to me at that time, she said no. I was informed by her and her supervisor that on that day someone would come out and physically disconnect the service and I would then have to call to schedule an appointment for reconnection. I asked when the next available appointment: two weeks!"You mean I have to be without service for two weeks????", I asked. "Yes, there's nothing we can do about it, the account is delinquent and must be disconnected physically." "But *I* don't have a delinquent account, so why am *I* being punished for it?"I got nowhere with the CSRs and supervisors, so I called the Executive Complaint Center and spoke with a nice guy there who took down everything. I was called back a few hours later by another guy who said what I'd been told and the actions taken so far should NOT have occurred. He later called back and said that the best he could do is get the service reconnected (after the disconnect) two days later, so I would have two days of no service. I sighed and said I appreciated his help and would accept that.The day of disconnect came, and went, with no disconnect. I still had service, tv and internet functioned as normal. The next day the same. Then on Saturday, the day my reconnect is to occur, the technician shows up at my door. He comes in and I tell him that the service is working. He looks at my modem, he looks at the TV. I explained to him the scenario and he just says, "Then what am I doing here?". He spoke an expletive about the CSRs and said that was typical "BS" from them, he said they could have transferred the service without sending him out here to waste his time. I felt sorry for him, he apologized for the interruption of my day and left.Later, the guy from the Executive office called to make sure my install went ok. I told him what had happened and he apologized. He said that it was obvious there was a breakdown in the system somewhere that needed to be addressed.Now I just wait to see what my bill will look like, when service start/stop and such. I hope I don't have to jump through hoops all over again.



Take your lease and goto the local office. They could have disconnected the account right away and put it in your name.



Problem Solved. Easy solution.Take your lease and goto the local office. They could have disconnected the account right away and put it in your name.Problem Solved.

Meester_Serg

join:2003-07-01

Lancaster, PA Meester_Serg to fuziwuzi

Member to fuziwuzi

The real internal procedural breakdown happened in the first paragraph. Most comcast areas are not able to setup installs on top of an active account. The previous tenant/owner has to call and schedule a disconnect/transfer.

The residence does not need to be physically disconnected for service to be installed.



CUBS_FAN

2016 World Series Champs

join:2005-04-28

Chicago, IL CUBS_FAN Member said by Meester_Serg:



The previous tenant/owner has to call and schedule a disconnect/transfer.

The previous tenant/owner has to call and schedule a disconnect/transfer. I don't see that happening being that the account is in a state of delinquency.

kcblack

Premium Member

join:2000-09-11

Chicago, IL kcblack to fuziwuzi

Premium Member to fuziwuzi

You should have complained on Twitter. I hear they listen to you there....lol

rody_44

Premium Member

join:2004-02-20

Quakertown, PA 4 edits rody_44 to CT3

Premium Member to CT3

its actually pretty clear. the house was up for nonpay disconnect. when the new customer moved in and informed comcast that he was getting service. comcast reschedules the disconnect and sets up a install for the new customer. what part of that dont you understand? ive worked for comcast since early 1992. have you? we as techs roll on these types of jobs probably 5 to 10 times a week. we dont just say we shouldnt be here and leave. we check all outlets and replace all the fittings and relocate outlets as needed and make sure all levels are up to specs. just because its active at the tap doesnt mean jack. let me ask you if you no truck the disconnect which completes the job what happens if the customer isnt home for the install. i will do you a favor and answer the question for you. the customer gets free service until a audit which might be 10 years down the line. thats why they reschedule it and dont no truck complete it. im not a dispatcher but even i can understand why you dont no truck complete a disconnect unless the customer is standing in front of you with id in hand. remember he was doing this over the phone and online not in person.



CleanGene

Premium Member

join:2008-04-09

Culpeper, VA CleanGene to Rob

Premium Member to Rob

said by Rob:



How can Comcast improve? Very simple. When a pending disconnect notice is entered into the system to do a physical disconnection (whether it's for non-pay, or because the customer requested it), Comcast must attempt to do it as quickly as possible. I have seen pending disconnects scheduled for 1-2 weeks AFTER the customer called. What then occurs is there is a conflict with the new tenants, which is what happened with you. How can Comcast improve? Very simple. When a pending disconnect notice is entered into the system to do a physical disconnection (whether it's for non-pay, or because the customer requested it), Comcast must attempt to do it as quickly as possible. I have seen pending disconnects scheduled for 1-2 weeks AFTER the customer called. What then occurs is there is a conflict with the new tenants, which is what happened with you. want to delay the physical disco for a reasonable amount of time. The reason is that it saves the install tech a trip to the tap to reconnect if a new install follows right on the heels of previous service, or more importantly, a trip into the wiring closet in an MDU.



In a single family home, it's not a big deal - tap access is a given, but in a lot of MDU installs, you can save some CAE from having to explain to an irate customer that, even though the tech is standing right there with your modem and cable box, he can't actually install you because the building maintenance guy - the one guy who has a key to the wire room - is only available on alternate Sundays between 5 and 7 AM. Rescheduling a WIP marked "NO ACCESS" is really not much fun, for customers, techs, or CAEs



Anyway, what should happen in this sort of case is that someone needs to notice that disconnects have two dates attached to them - an effective date, when the billing stops, and a schedule date, when a tech actually rolls out to do the physical disconnect. As long as the effective date has passed, there's no reason a new install can't be done, even if the schedule date hasn't come to pass yet - as I said, you actually want to do it that way whenever possible, to avoid problems for the new install. Actually, no, you want to do exactly the opposite, particularly for MDU situations - youto delay the physical disco for a reasonable amount of time. The reason is that it saves the install tech a trip to the tap to reconnect if a new install follows right on the heels of previous service, or more importantly, a trip into the wiring closet in an MDU.In a single family home, it's not a big deal - tap access is a given, but in a lot of MDU installs, you can save some CAE from having to explain to an irate customer that, even though the tech is standing right there with your modem and cable box, he can't actually install you because the building maintenance guy - the one guy who has a key to the wire room - is only available on alternate Sundays between 5 and 7 AM. Rescheduling a WIP marked "NO ACCESS" is really not much fun, for customers, techs, or CAEsAnyway, whathappen in this sort of case is that someone needs to notice that disconnects have two dates attached to them - an effective date, when the billing stops, and a schedule date, when a tech actually rolls out to do the physical disconnect. As long as thedate has passed, there's no reason a new install can't be done, even if the schedule date hasn't come to pass yet - as I said, you actually want to do it that way whenever possible, to avoid problems for the new install.

rody_44

Premium Member

join:2004-02-20

Quakertown, PA 1 edit rody_44 Premium Member it also saves a truck roll and saves gas. its also the way its done as long as i can remember. we need to pull together and save as much gas as possible.



fuziwuzi

Not born yesterday

Premium Member

join:2005-07-01

Palm Springs, CA ·Charter

Technicolor TC8715D

Asus RT-AC87

(Software) Asuswrt-Merlin

1 edit fuziwuzi to LeftOfSanity

Premium Member to LeftOfSanity

said by LeftOfSanity:



Easy solution.



Take your lease and goto the local office. They could have disconnected the account right away and put it in your name.



Problem Solved.

Easy solution.Take your lease and goto the local office. They could have disconnected the account right away and put it in your name.Problem Solved. Not that easy. The nearest "local office" is 25 miles away in a not-so-nice area of town. I shouldn't have to drive 50 miles round-trip and wait in a line that snakes around the building (which is what I saw last time I was there) just to get service.



CleanGene

Premium Member

join:2008-04-09

Culpeper, VA CleanGene Premium Member said by fuziwuzi:



Not that easy. The nearest "local office" is 25 miles away in a not-so-nice area of town. I shouldn't have to drive 50 miles round-trip and wait in a line that snakes around the building (which is what I saw last time I was there) just to get service. Not that easy. The nearest "local office" is 25 miles away in a not-so-nice area of town. I shouldn't have to drive 50 miles round-trip and wait in a line that snakes around the building (which is what I saw last time I was there) just to get service. - you should be able to fax a copy of your lease in. Saves gas that way. In some regions - my region for sure, anyway- you should be able to fax a copy of your lease in. Saves gas that way.



GlobalMind

Domino Dude, POWER Systems Guy

Premium Member

join:2001-10-29

Indianapolis, IN GlobalMind to apostrophe

Premium Member to apostrophe

said by apostrophe:



this same thing happened to my boss when he moved into his new house just recently.



there was nothing that Comcast could/would do, and he had to wait for the billing to be straightened out, which they expected him to pay the past-due balance, which took him some effort to fight.



good luck!

this same thing happened to my boss when he moved into his new house just recently.there was nothing that Comcast could/would do, and he had to wait for the billing to be straightened out, which they expected him to pay the past-due balance, which took him some effort to fight.good luck!



Amazing stuff. Yep I've seen that one before, where the last person in the home or apt had a balance and they expect the new person to pay that balance.Amazing stuff.

rody_44

Premium Member

join:2004-02-20

Quakertown, PA 4 edits rody_44 Premium Member comcast has to balance what to do when a sub leaves owing them money. you cant just keep activating equipment when a sub says he just moved in lol. nobody would pay the bill and just call and give another name every three months. you also cant just disconnect a active sub because someone says they moved in when the old sub hasnt even requested a disconnect. people often make mistakes with addresses when they move into new places. i can see it now, comcast says someone else lives here and disconnected my equipment. in this case it wasnt perfect but it was pretty close to the way it has to be. its always a balancing act. some will work out one way and some will work out the other. if you cant fax a copy of the needed documintation or visit your area comcast its up in the air which way its going to go. but let me ask you say you lived in that address and were unit 2 and comcast allowed it without documents and it turned out you were unit 4 you would be pretty upset when comcast shut your stuff off when you didnt make any changes. you can fax the needed documents here also. not over the internet or on the phone tho. you have to ask yourself is it worth the trip or not. when in conflict they need proof either way it goes.



LeftOfSanity

People Suck.

join:2005-11-06

Dover, DE LeftOfSanity to fuziwuzi

Member to fuziwuzi

said by fuziwuzi: said by LeftOfSanity:



Easy solution.



Take your lease and goto the local office. They could have disconnected the account right away and put it in your name.



Problem Solved.

Easy solution.Take your lease and goto the local office. They could have disconnected the account right away and put it in your name.Problem Solved.

Not that easy. The nearest "local office" is 25 miles away in a not-so-nice area of town. I shouldn't have to drive 50 miles round-trip and wait in a line that snakes around the building (which is what I saw last time I was there) just to get service. Oh, but it is that easy. You either make the trip or wait the time. Which is more inconvenient for you? the 50 miles or the 2 weeks?



fuziwuzi

Not born yesterday

Premium Member

join:2005-07-01

Palm Springs, CA ·Charter

Technicolor TC8715D

Asus RT-AC87

(Software) Asuswrt-Merlin

fuziwuzi Premium Member It still boils down to the fact that the ads saying "Easy Move" aren't accurate. Maybe they should clarify that the "Easy Move" is only for people moving to a new, detached home or condo that nobody has ever lived in and had service at previously.



If someone at Comcast had asked me to fax a copy of my lease, I would have done so, I was never given that option. Not any of the CSRs or their supervisors. The Executive Center guy DID call the former tenant and confirmed they no longer lived here, but that didn't change anything.



The fact remains, Comcast's bureaucracy is a customer nightmare and all of their hype about improving customer service is for naught until they address that root cause.



wenter99

Alpha Male

Premium Member

join:2003-12-09

Albuquerque, NM 2 edits wenter99 Premium Member said by fuziwuzi:



It still boils down to the fact that the ads saying "Easy Move" aren't accurate. Maybe they should clarify that the "Easy Move" is only for people moving to a new, detached home or condo that nobody has ever lived in and had service at previously. It still boils down to the fact that the ads saying "Easy Move" aren't accurate. Maybe they should clarify that the "Easy Move" is only for people moving to a new, detached home or condo that nobody has ever lived in and had service at previously.



I believe your complaint and anger should be directed at the deadbeat who moved out and left the deliquent account at your new address. Cable companies and utilities can't be blamed for that. There are guidelines and rules that companies have to follow when one person is trying to deal with another persons account.



I believe if you took your lease agreement and appropriate photo ID to the Comcast office, as suggested above, you could have the issue straightened out in short order. You have an option.



Terry I moved from one apartment to another November last year. Somebody certainly lived here before. Had cable and phone service too. I made arrangements to transfer my utilities, Comcast cable tv/HSI and my Qwest telephone to the new address about a week or 10 days prior to the move. It was an "easy and seemless move"...I believe your complaint and anger should be directed at the deadbeat who moved out and left the deliquent account at your new address. Cable companies and utilities can't be blamed for that. There are guidelines and rules that companies have to follow when one person is trying to deal with another persons account.I believe if you took your lease agreement and appropriate photo ID to the Comcast office, as suggested above, you could have the issue straightened out in short order. You have an option.Terry



fuziwuzi

Not born yesterday

Premium Member

join:2005-07-01

Palm Springs, CA ·Charter

Technicolor TC8715D

Asus RT-AC87

(Software) Asuswrt-Merlin

fuziwuzi Premium Member said by wenter99:



I believe your complaint and anger should be directed at the deadbeat who moved out and left the deliquent account at your new address. Cable companies and utilities can't be blamed for that. There are guidelines and rules that companies have to follow when one person is trying to deal with another persons account.



I believe if you took your lease agreement and appropriate photo ID to the Comcast office, as suggested above, you could have the issue straightened out in short order. You have an option.



Terry



I believe your complaint and anger should be directed at the deadbeat who moved out and left the deliquent account at your new address. Cable companies and utilities can't be blamed for that. There are guidelines and rules that companies have to follow when one person is trying to deal with another persons account.I believe if you took your lease agreement and appropriate photo ID to the Comcast office, as suggested above, you could have the issue straightened out in short order. You have an option.Terry Comcast's problems with deadbeat customers should not have ANY effect on other customers. That is a billing issue between Comcast and the deadbeat, not me. As an already established customer, with an excellent account record, and my identity already verified, there should never be any reason to question MY integrity.



Again, if anyone at Comcast, the numerous CSRs and their supervisors, had stated I could fax or bring a copy of my lease to them to solve the issue, I would have done so. Comcast dropped the ball bigtime on this issue. So now it is MY responsibility to determine whether the previous tenant is a deadbeat and to seek them out???? Perhaps that should be spelled out in Comcast's advertisements, as well, then.Comcast's problems with deadbeat customers should not have ANY effect on other customers. That is a billing issue between Comcast and the deadbeat, not me. As an already established customer, with an excellent account record, and my identity already verified, there should never be any reason to question MY integrity.Again, if anyone at Comcast, the numerous CSRs and their supervisors, had stated I could fax or bring a copy of my lease to them to solve the issue, I would have done so. Comcast dropped the ball bigtime on this issue.



CleanGene

Premium Member

join:2008-04-09

Culpeper, VA 1 recommendation CleanGene to fuziwuzi

Premium Member to fuziwuzi





I would say that, if you're so inclined, it can't hurt at all to write up an actual letter describing your experience in as much detail as possible, and mail it in to your local office. It may be that, for some reason, they don't have a procedure whereby you can just fax in proof of residence. Or maybe you just had the bad luck to run into an agent who wasn't up to speed on transfer procedures.



Either way, whether it prompts them to look into streamlining the process for customers, or whether it prompts them to have a sit-down chat with the agent(s) you spoke to to make sure everyone's on the same page, sharing your frustrations will very often help improve the customer service experience. Written complaints tend to be taken pretty seriously, in my experience, and it sounds like you definitely have a legitimate issue here - moving is stressful enough, even when it goes smoothly, and the last thing you need is the cable company adding to the stress



Good luck! I don't blame you for being frustrated - normally your move should go more smoothly than that, but obviously something went wrong this time.I would say that, if you're so inclined, it can't hurt at all to write up an actual letter describing your experience in as much detail as possible, and mail it in to your local office. It may be that, for some reason, they don't have a procedure whereby you can just fax in proof of residence. Or maybe you just had the bad luck to run into an agent who wasn't up to speed on transfer procedures.Either way, whether it prompts them to look into streamlining the process for customers, or whether it prompts them to have a sit-down chat with the agent(s) you spoke to to make sure everyone's on the same page, sharing your frustrations will very often help improve the customer service experience. Written complaints tend to be taken pretty seriously, in my experience, and it sounds like you definitely have a legitimate issue here - moving is stressful enough, even when it goes smoothly, and the last thing you need is the cable company adding to the stressGood luck!



fuziwuzi

Not born yesterday

Premium Member

join:2005-07-01

Palm Springs, CA ·Charter

Technicolor TC8715D

Asus RT-AC87

(Software) Asuswrt-Merlin

fuziwuzi Premium Member I do have to say that Daryl at the Executive Complaint Center has been a great asset to Comcast. I think he helped make a bad situation somewhat better, though even he was limited by the bureaucracy in what he could accomplish. Hopefully, through him, some changes may be advanced to make situations like this less likely in the future.