said by DrStrange:While I sympathize with anyone else who has to handle PEBKAC calls, Comcast could do something to improve the quality of support:
I recently had to call Comcast support several times on customers' behalf [used 1-800-COMCAST].
I noticed a distinct pattern in the quality of support.
1.) When the customer had Internet and phone service from Comcast, service was very good. I consistently got competent support and either solved the issue or got a good reason why it couldn't be solved immediately [after which it was resolved in a few hours; There was a local service outage].
2.) If the customer had Comcast HSI and non-Comcast phone service, support calls were consistenyl misdirected to the wrong state [I was calling for support in CT and got several different reps in Delaware who couldn't even give me a number to all for CT support]. When I asked these reps to redirect my call, non of them transferred me to the correct department. In all these instances, I gave up on calling support and either resolved the issue myself or it resolved itself before I was able to reach any relevant support personnel.
Tip to Comcast: You support number in CT for Comcast phone customers works fine; for others it redirects to New Castle Delaware [and they can't help people in CT].
My DSL may only be 6Mb/s, but at least I can always reach comptent US-based support.
its a stupid question, but you arent calling from a cell that has a 484, 267, 215, 610, or 302 area code are you? because sometimes the IVR is dumb as a box of rocks and ignores the TN you punched in and directs based on CID info.
