A Comcast Customer Service Experience: Screwing Up in Reverse

We had been having problems with our Comcast/Xfinity/Whatever it’s called internet access for a while, and my calls to Comcast to check on the service were pretty futile (“Is your modem plugged in? Is your computer on? You should unplug your modem and then plug it back in. Okay, is your modem plugged in?” and repeat).

I finally got around to doing some “research” with the Google and, according to some web site I found (so obviously it must be true), our modem was no longer supported. And actually, that did have a ring of truth to it because that modem had to be at least six years old, maybe a lot older. So off to Best Buy and then back home with a new modem.

I knew that there was a reactivation process with the modem, so I was prepared for being on the phone with Comcast again. I made it through the electronic screening gauntlet and started talking to a nice human. “I need to set up a new modem,” I said. “I can help you with that,” she said. We were off to the races.

Things started turning bad almost immediately when the “tech” person asked me for the number on the back of the modem. “Which one? There are three of them”– that is, a couple of different device serial numbers of some sort and (just to skip ahead a bit, the one that Comcast actually needed) the Media Access Control ID. She asked for all of them, which took a while because a) it was a crappy phone connection and b) I’m pretty sure this person was not in the U.S. So there was a lot of me saying “D! I said D!” and her saying “Did you say B? or G?” But fine, eventually we worked it out and she had all the numbers she could ever need.

Then after about twenty minutes of numbers and waiting for something, my increasingly unfriendly and less competent customer service person said something like “oh, no!” in a low voice. “What?” I asked. “The system went down, I… I… I’m sorry this is taking so long,” she said. We were about 40 minutes in at this point. I’d had it.

“You know, this is really stupid. I don’t think you know what you’re doing here,” I said in my testy angry voice. She sighed, and then– click– hung up.

oh no she didn’t….

So I called right back, ran through the Comcast phone tree, got to a human. “How can I help you?” she asked. “I just got hung up on by another customer service person. That’s completely unacceptable and I would like to speak with a supervisor,” I said.

“Oh, I’m so sorry that happened sir, but I’m sure I can help you with–”

“I JUST GOT HUNG UP ON BY ANOTHER CUSTOMER SERVICE PERSON. THAT IS COMPLETELY UNACCEPTABLE AND I WOULD LIKE TO SPEAK WITH A SUPERVISOR!”  I said a bit more forcefully.

That worked. I got on with a supervisor (or at least someone who said he was a supervisor) who got the modem running. But even better: the supervisor dude apologized and completely jacked up our service for all the trouble. So now, we’ve got (for the next year at least) HBO, Showtime, a bunch of channels I’m sure we’ll never watch, and some higher speed of internet access. There must be some kind of checkbox on a service screen at Comcast that he clicked to give us everything.

So the moral of the story:

  • If you get a new modem for your Comcast internet set-up, plan on spending the better part of an afternoon to get it done.
  • Ask for the supervisor, especially if they hang up on you.
  • And hey, Comcast supervisor dude: good job of turning this into a positive.
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