  DaveDudeNo Fear
join:1999-09-01
New Jersey
kudos:1 | Good News This is really great and refreshing news. I think Comcast is attempting to get better press. Maybe its the FIOS. | |
|
 |  PhoenixDown-- Wants FIOSPremium
join:2003-06-08
Fresh Meadows, NY
kudos:1 | Re: Good News I think its good news too. Glad to see Comcast (and others) are open to providing support via different channels.
--
~ Insert a Funny Sig Here ~ | |
|
|  MattAll noise, no signal.Premium
join:2003-07-20
Jamestown, NC
kudos:12 | said by DaveDude:This is really great and refreshing news. I think Comcast is attempting to get better press. Maybe its the FIOS. I agree. I've never understood why larger companies don't embrace their technical user base and reach out to them. Duopoly aside, we hold a large sway over who our family, friends, and neighbors choose as their service provider.
Comcast, "sucking balls" aside (see post below), has really done a good job of responding to the concerns of their technical user base. | |
|
|  ThrowDemsOutIf you can't convince 'em, confuse 'emPremium
join:2002-03-03
Mullica Hill, NJ
kudos:4 | Good deal for Comcast customers.
A suggestion would be to also include the Comcast Direct forum link on this BBR Comcast page:
»Comcast
| |
|
 kapilThe Kapil
join:2000-04-26
Chicago, IL | This is good news ...but only if Comcast can refrain from sucking balls. All evidence to date indicates that is not possible.
Why, just this week Comcast took 3 of my last payments and applied them to the wrong account and then shut me down.
--
»www.Digium.com | |
|
|  TransmasterDon't Blame Me I Voted For Bill and Opus
join:2001-06-20
Cheyenne, WY | Re: This is good news said by kapil:...but only if Comcast can refrain from tea bagging. All evidence to date indicates that is not possible. Why, just this week Comcast took 3 of my last payments and applied them to the wrong account and then shut me down. fixed it for you, we have to use the excepted terms for such thngs now  If it is good enough for MSNBC it is good enough for the rest of us. 
--
I am quite sure now that often, very often, in matters concerning religion and politics a man's reasoning powers are not above the monkey's.
- Mark Twain in Eruption | |
|
| | RadioDoc58ef2c0Premium,ExMod 2000-03
join:2000-05-11 | Re: This is good news said by Transmaster:fixed it for you, we have to use the excepted terms for such thngs now 'accepted'
'excepted' would be the opposite of what you meant. | |
|
| | | TransmasterDon't Blame Me I Voted For Bill and Opus
join:2001-06-20
Cheyenne, WY
1 edit | Re: This is good news said by RadioDoc:said by Transmaster:fixed it for you, we have to use the excepted terms for such thngs now 'accepted' 'excepted' would be the opposite of what you meant. Damn you are right, that is what I get for trying to process medical records, chew gum, and try to get funny
--
I am quite sure now that often, very often, in matters concerning religion and politics a man's reasoning powers are not above the monkey's.
- Mark Twain in Eruption | |
|
|  Anonymous_AnonymousPremium
join:2004-06-21
127.0.0.1
kudos:2
 ·Comcast
 ·Time Warner VOIP
·RoadRunner Cable
| said by kapil:...but only if Comcast can refrain from sucking balls. All evidence to date indicates that is not possible. Why, just this week Comcast took 3 of my last payments and applied them to the wrong account and then shut me down. i hope you payed via CC or check | |
|
TransmasterDon't Blame Me I Voted For Bill and Opus
join:2001-06-20
Cheyenne, WY
1 edit | Good show I keep telling friends I have in management at Qwest they should do this but so far the upper-upper management has blown them off. Figures.
A friend of mine who is a snowbird in Arizona was having a problem with his connection, I don't remember which cable outfit he has but I suggested he go to the dedicated forum for that outfit here. He did this and was guickly contacted by someone from the company, they determinded it was a software problem and not the cable. Knowing this he was able to fix it. To say the least he was astonished, and pleased by this. | |
|
| MattAll noise, no signal.Premium
join:2003-07-20
Jamestown, NC
kudos:12 | Re: Good show said by Transmaster:I keep telling friends I have in management at Qwest they should do this but so far the upper-upper management has blown them off. Figures. Understandably, most companies are unwilling to lose control of their support channels. What happens if all of a sudden DSLR went under or when it became the de-facto point for support, Justin decided to charge the company to have an official presence?
I think a very elegant solution to the problem is to have a small group of people whose job it is to frequent the popular technical forums and generally represent the online support face of a company. I really believe that is where support is heading. | |
|
| | TransmasterDon't Blame Me I Voted For Bill and Opus
join:2001-06-20
Cheyenne, WY | Re: Good show I told my friends Qwest could head off a lot of bad blood if they just monitored these forums to see if there are customer issues. Just the fact people knew they could get the ear of upper management would be money in the bank in what it would mean to their customers.
--
I am quite sure now that often, very often, in matters concerning religion and politics a man's reasoning powers are not above the monkey's.
- Mark Twain in Eruption | |
|
| | New Comcast Direct Forum Launched Why? Not that this is a bad thing, I guess. But, if it is private, etc, then what is the difference between this and hitting the comcast page for chat support. What about people that have no idea what DSLR is? Do you get better support by coming to DSLR? I don't get this trend.
Tweet me bro. | |
|
|  ptrowskiGot Helix?Premium
join:2005-03-14
Putnam, CT
kudos:4
·VOIPo
 ·Choice One Commu..
| Re: New Comcast Direct Forum Launched said by 45071419:Why? Not that this is a bad thing, I guess. But, if it is private, etc, then what is the difference between this and hitting the comcast page for chat support. What about people that have no idea what DSLR is? Do you get better support by coming to DSLR? I don't get this trend. Tweet me bro. I have used the AT&T Direct forum in the past and David there was able to get things on track much faster than trying to go through the layers of phone support.
--
"So, Lone Starr, now you see that evil will always triumph because good is dumb."
Have you been touched by his noodly appendage? »www.venganza.org | |
|
| | Lazlow
join:2006-08-07
Saint Louis, MO | Re: New Comcast Direct Forum Launched If the tone of it is handled like the at&t forum it will be fine. But if it is like the new Charter forum it will not. The tone of the new Charter forum seems to be more about hiding information than disseminating it. There have been several threads there about this already. | |
|
| | | ptrowskiGot Helix?Premium
join:2005-03-14
Putnam, CT
kudos:4 Reviews:
·VOIPo
·Choice One Commu..
| Re: New Comcast Direct Forum Launched The nice thing abotu Direct is you can provide personal information vs generalities in the regular forums.
When I was getting qualified for the Elite tier of DSL phone support said it could not happen. According to the guy in the Direct forum I was based on the address. They gave me some pointers to use when I called back, and their name to "drop" if I had to.
Worked like it should with the name drop, they put the overide in.
--
"So, Lone Starr, now you see that evil will always triumph because good is dumb."
Have you been touched by his noodly appendage? »www.venganza.org | |
|
| | | | Lazlow
join:2006-08-07
Saint Louis, MO | Re: New Comcast Direct Forum Launched At least in the Charter forum(in the past), personal information was only transmitted via PM, not out in the open. The information (private) could have been communicated that way, while still keeping most of the thread public. | |
|
| | | | | ptrowskiGot Helix?Premium
join:2005-03-14
Putnam, CT
kudos:4 Reviews:
·VOIPo
·Choice One Commu..
| Re: New Comcast Direct Forum Launched said by Lazlow:At least in the Charter forum(in the past), personal information was only transmitted via PM, not out in the open. The information (private) could have been communicated that way, while still keeping most of the thread public. True, but in tech issues that may be location specifc you don't need some of the drive by comments that can muddle up the thread.
This is a good thing, not a bad thing.
--
"So, Lone Starr, now you see that evil will always triumph because good is dumb."
Have you been touched by his noodly appendage? »www.venganza.org | |
|
| | | | | | Lazlow
join:2006-08-07
Saint Louis, MO | Re: New Comcast Direct Forum Launched It CAN be a good thing or a bad thing depending on how they handle it. If they handle it like the at&t direct then I think it will be a pretty good thing. If they handle it like Charter direct then I think it will be a pretty bad thing. | |
|
 NOZIREV
join:2008-07-10
New Bedford, MA | It is good to know Comcast is doing everything they can to help customers out. This is the kind of stuff that will help bring better service to customers.
--
"Citius, Altius, Fortius" [Faster, Higher, Stronger] | |
|
 SND2005Premium
join:2001-09-15
Im Over Here
 ·CWLab
| Not helpful... While its nice to have another "portal" to additional support, I think that not being able to see at least some portion of the posts make this pointless.
The beauty of the BBR forums is that it is a community of users. You get to see comments/questions from many different people.
Wouldn't it make sense to allow us to view another persons problem and see the response? Something like this would help the "community". I understand the need to keep personal details "private", but that could be done in a IM or some other way.
Allowing totally private support at this site smells like pure, FREE PR spin for Comcast. | |
|
| |
| |  tschmidtPremium,MVM
join:2000-11-12
Milford, NH
kudos:4
·Fairpoint Commun..
 ·Hollis Hosting
| Re: Not helpful... said by djrobx:I must say having them really hurt the AT&T West forum. Techs stopped conversing in the "public" forum, and people rarely come back to post what solved their problems in the open for all to see. Interesting, that does not seemed to have happened as much in the Verizon forum. Being in New England would like to see FairPoint do the same but I'm not holding my breath.
I don't have a problem keeping Direct forums private, that makes it easier to exchange personal information.
It is frustrating when posters don't following up when issue is resolved as a way to help others. This is especially a problem with drive-by anon posters.
/tom | |
|
|
| | great This is good news  | |
|
 RolteC0h
join:2001-05-20
Fresh Meadows, NY
kudos:1 | Great addition, but still need more companies to do the same That's awesome news.
Now if only Timer Warner would do the same for Road Runner.... hahahahaah that will be the day!!!! | |
|
| |  Good
| |
|
| rob316
join:2005-10-17
Carteret, NJ | Re: Good I have a couple bad experiences with Comcast, and never will go back to them, unless they upgrade their network and give their customers what they promise to give. I think it is a good idea for them to have some kind of web support and this forum is perfect for that. I am closely monitoring what they are doing in my area(Union NJ II the bastard child of Comcast). So far D3 is a good start but they need to improve the HD-DVR's they give people and add more HD, before I ever consider to go back to them. Even if Comcast adds more HD and FIOS comes to my area, the Comcast will be history in my book. | |
|
| | | | Re: Good That's because you have a choice ... not everyone does. | |
|
quatrixPremium
join:2005-02-11
Davie, FL
kudos:2 | Where's the fun in that? The real Comcast experience is getting transferred back and forth among three or four different departments, none of which have any idea what's going on. | |
|
| | hmm..... I have mixed feelings about this. I enjoy working with the customers publically because then others can share their insight as well. | |
|
| | About Time! I remember back 10+ years ago when techs were getting fired for posting here, which I always thought was stupid because these were people helping customers on their own time, and actually getting stuff resolved.
It's nice to see that help officially sanctioned now. | |
|
| | | Re: About Time! Aye, a fear that I still feel to this day.  | |
|
| | Thank you for the kind welcome I would like to thank the great BBR staff for making this a reality. For me BBR has always been the place to learn from a great community. I have been a member long before joining Comcast and I am very excited to see this next step. My team and I look forward to working with each of you to create the right experience. As many of you are aware we have been helping people throughout the internet for a long time. Within BBR we tried to do this more privately (I have a strong belief that forums are about peer or community assistance and we never wanted to impact the community feel), but the private forum seems to be the best way to go. Many of you already know Steve and George from my team. You will also see Bill, Sherri and myself helping out. From the engineering side, Jason will also be available in the Comcast Direct Forum.
I always welcome positive and negative feedback to help us to improve the Customer Experience through all communications channels. Please feel free to email me or my team at the addresses below.
Frank Eliason
Comcast
My email is Frank_Eliason@cable.comcast.com and the email to my team is We_Can_Help@cable.comcast.com | |
|
|  Travelfan1RIP Analog Go Digital
join:2005-08-23
Woodbridge, NJ | Re: Thank you for the kind welcome
--
Dish Network - Gold 250/Gold HD + Platinium HD
Verizon DSL | |
|
|  syslockPremium
join:2007-02-03
Ann Arbor, MI
1 edit | Thanks for the additional outlet for getting support issues resolved.
Comcast has some great people in their call centers that are more than willing to help and follow up, but because of all the 'You will Up Sell CDV and everything else or be fired', it makes for a very scary place to work.
Regional is more worried about the numbers than the type of support given. As long as those number are good... Our support is good too. Yeah right. Not....
The tech call centers never use to be like this.
Credospeak has been useless and no real change was ever seen from it. Thats why people are up on the support boards screaming and yelling for help. Your cripple your call center techs and they are unable to help because the call is longer than 8 min and they have to take that next call and upsell too, all for the sake of the numbers.
And you wonder why turnover is so high at the call centers.
Or maybe not....
Glad your here because I know the call center techs have their hands tied. | |
|
 pokesphIt Is Almost FastPremium
join:2001-06-25
Sacramento, CA
kudos:1 | awesome news This is just fantastic news for all of us Comcast subscribers and the DSLR Comcast forum regulars.. Great catch DSLR staff.
hopefully it work as smooth as others (i.e. the AT&T [Pacbell] one, for example) and solves a bunch of users minor issues.. | |
|
| | Great!
Great job! | |
|
| | This is great but... it sure would be nice to read other postings. | |
|
MRCUR
join:2007-03-09
Columbia, PA | Excellent News! | |
|
slckusrPremium
join:2003-03-17
Maumee, OH
kudos:1 | cool good news for the site, and for comcast
/clap | |
|
adsldog
join:2000-12-01
Woodstock, GA
4 edits |  It would be nice if they could actually help!!
Just as a reference this was my question and post, the website had just run me in circles and never gave me a clear answer because I have a very old modem that I know will not support Docsis 3.0 and my speed has not changed one bit in over a year.
Question:[We have HD and DVR but the HD channels are very few, no where near what we had with Direct TV in Woodstock, Ga. Will Docsis 3.0 improve that and when will it be available in the 30064 zip code area?]
Comcast answer:[The best way to check availability is through our site @ www.comcast.com/fastestfast/]( site tells me nothing)
My reply:[That is all well and good but I ask you not the web sit. If I had found what I wanted on the web site or talking to one of your reps on the phone who had no clue I would not have ask on this site. So I can see this is just one more PR stunt for your company that has failed like the rest. Thanks for the no answer to my question.]
And now you know the rest of the story!!
***Update***
Someone did give a good answer today.
[adsldog,
We are currently migrating a lot of the analog channels to digital spectrum i hope and freeing space for more future HD channels.
Docsis 3.0 is strictly for our internet infrastructure and nothing to do with HD channels. As far as when Docsis 3.0 will reach your area, we currently have no ETA but we are anticipating 65% of Docsis 3.0 upgrade by the end of the year.
I hope this clears up any confusion. If you want, I can call and explain this over the phone. What is the best contact number?
Thanks.
--
ComcastSteve] | |
|
|
|
·
