kgforce
join:2001-04-18
Marana, AZ
| Comcast says 24-72 hrs before my acct works again!
I've had Comcast HSI (Tucson, AZ) for a month and everything was fine. Until I bought a Motorola SB5100 to replace the rental unit they provided.
I called them, gave them the S/N and MAC info. They said it all looked good, and that I might have to re-do the Comcast installation CD. Sure enough, when the modem came up, it only goes to the installation page of their website. So I ran the installation. About halfway through it says there was an error and to call 800-COMCAST.
So far I've called back three times and each person has had the same problem (of some sort). Something is wrong with the account and they can't get it to work. So it's been escalated to the higher powers... who they say can take up to 72 hours to get it taken care of!! One tech even deleted our account and tried to re-create it unsuccessfully.
I can't believe it! I work at home, so I really depend on my connection (I'm borrowing my neighbor's connection to write this). I asked if there was a hotline or someone that they could call, and they said they could only send the info to the next level and wait.
Is that legit? Is there a "magic word" I can say to tech support to get this sorted out? Any advice would be appreciated!!! |
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TraumaJunkie
Premium
join:2004-03-05
Knoxville, TN | Re: Comcast says 24-72 hrs before my acct works ag
Call your commercial sales rep and explain that your business is suffering, maybe he/she can get the tier that is working on your issue to step it up.
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I'm not really sure what I am doing, but I'm doing it anyway! |
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JUSTiN_B
join:2005-04-27
Citrus Heights, CA
| reply to kgforce
hmm.. sounds somewhat similar what they did to me :/
about 2 weeks after we happily got HSI, all of a sudden the modem wouldn't connect. so i called SO MANY TIMES to try and figure out what the problem was, and eventually someone realised that our account has been DISABLED FOR NO REASON >0
so we had to wait like 2 days for it to come back on, and then they said, oh well no matter what, your e-mails will not work for 90 days... which was bad because i already had stuff sent to that e-mail that i would eventually end up needing... |
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Morty
Premium
join:2004-09-18
| reply to kgforce
Chances are there isn't anything that can get it bumped up. 24-72 hours is the expectation. I've seen them worked in as little as 28 mins. Depending on what the issue is, whether the ticket contains all the correct information and where it is routed to all affect the time it takes to get it fixed. |
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djwan2see
join:2000-12-01
Acworth, GA
| reply to kgforce
Re: Comcast says 24-72 hrs before my acct works again!
Make sure they delete the rental modem off of your account and make sure they re pro the new modem, keep calling until you get a manager or supervisor of some sort.
You probably wiped half of your account info by using the CD, throw it away.
Do not give up because that is what they want.
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AMD Athalon XP 2100+ Stock HS/Fan, Gigabye KT400 Ultra 1 Gig PC2700 DDR, PNY GEForce 4 TI4600 Ultra AGP Looking for a Local LAN in AtLANta?»Atlantalan.com |
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kgforce
join:2001-04-18
Marana, AZ |  reply to Morty
Re: Comcast says 24-72 hrs before my acct works ag
I finally spoke with someone at Comcast HSI that seemed to know what they were doing! They rebuilt my account and now everything is working well! |
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kgforce
join:2001-04-18
Marana, AZ
| reply to djwan2see
said by djwan2see  :Make sure they delete the rental modem off of your account and make sure they re pro the new modem, keep calling until you get a manager or supervisor of some sort. You probably wiped half of your account info by using the CD, throw it away. Do not give up because that is what they want. Thanks! I didn't give up... I kept calling back until I finally got to someone with some "snap". I wasn't about to sit on my hands and wait for them to call me back. |
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tdumaine
join:2004-03-14
Redmond, WA | reply to kgforce
Re: Comcast says 24-72 hrs before my acct works again!
Off topic since it is solved, but i would
NEVER call and complain about service times when using a HOME account for BUSINESS.
Liable to get disconnected tellin em that lol |
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kgforce
join:2001-04-18
Marana, AZ
| said by tdumaine :Off topic since it is solved, but i would NEVER call and complain about service times when using a HOME account for BUSINESS. Liable to get disconnected tellin em that lol Well, I'm not running a webserver or email server or any other kind of server. Just need access to email, IM, etc., to stay in touch with clients/co-workers. |
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Tristan9669
join:2004-08-07
Beverly Hills, CA | reply to kgforce
Re: Comcast says 24-72 hrs before my acct works ag
got same problem when I got a new modem, the cd install or web install thing didnt work so they said it will take 2-12 hrs, after 3 hrs I got my connection back |
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eatnaders
join:2005-04-07
Mount Laurel, NJ | reply to kgforce
sounds like your stuck in walledgarden. If you want you can PM me your MAC and I will get is fixed for you. |
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kgforce
join:2001-04-18
Marana, AZ | I sent you a PM. Let me know if you didn't get it. Thanks! |
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neilp4553
join:2005-07-09
Newark, DE | reply to kgforce
Re: Comcast says 24-72 hrs before my acct works again!
i had that same problem. call that number from the cd. they got it done in like 10min after I called them. |
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