[Setting the scene. A few weeks back I was getting some weird lag/bad ping. Comcast decision was that I needed a new modem, that my amazingly ancient 5 year old modem was amazing to even be working (modems are simple tech, and much more complicated machinery is happily working... reality, I suspect, is that their support for the older tech has gotten flakey). No ping problems noticed since the new tech, so their support for the current hardware is at least there.
Go forward a few weeks. Things generally fine, but every now and then I get redirected to a comcast/xfinity signup page and told to download software and activate my computer. Grr. Finally, tonight, I click on the "talk to a support specialist" button. Below is the transcript, comments are in bold. ]
user HENRI has entered room
HENRI>
analyst Gustavo has entered room
Gustavo>
Hello HENRI_, Thank you for contacting Comcast Live Chat Support. My name is Gustavo. Please give me one moment to review your information.
Gustavo>
Welcome to Comcast Self – Install Kit Activation support! My name is Gustavo, it is a pleasure to have you on chat. I hope you haven’t waited long to be assisted. How may I help you today?
HENRI_>
I had a modem swap a couple of weeks back [all going well there]. I’m having problems going to websites occasionally where it tries to send me to xfinity install-kit. How do I stop being sent to that?
Gustavo>
I am really sorry to hear that.
Gustavo>
So I understand that you are having problems with your Internet service, am I correct?
HENRI_>
my current approach is to hit refresh until it goes away, but it’s a nuisance.
HENRI_>
not problems with the service; more that something seems to want to sign me up to xfinity.
Gustavo>
I know how important for you is to get your service working, so do not worry about it, I will be more than glad to help you and will fix this as soon as possible.
Gustavo>
I would just like to inform you the process could take 15 minutes or more. Do you have the time right now to go ahead with it?
HENRI_>
sure.
Gustavo>
Just for security reasons, may I have your full name, full address and the phone number related to the account please? They already know my account number at this point as it showed on the previous page, and they know I’m connected from the client side of the service they provide
HENRI_>
no clue on the phone number. name is Henri Yandell. Address is #### (though you can Google for this easily enough…awesome security system)
Gustavo>
May I have your city, state and zip code please?
HENRI_>
#### (also in Google – pathetic security, not that I’d have given them anything given that I didn’t trust my network connection due a man-in-the-middle situation (even if Comcast were the man in the middle) )
Gustavo>
Thank you very much for the information Henri.
Gustavo>
Henri while I work on your settings, I would like to remind you about the Setup Guide that were given to you with the Self Install Kit. There we have a diagram that is easy to follow and will assist you in case you have problems in the future with connections of our equipment. If you do not have this setup guide, you can get it in any Comcast Center. No, I wasn’t given such a thing
Gustavo>
Please allow me a moment while I check the status of your modem.
HENRI_>
why do I need to setup? I’m already setup and working fine.
HENRI_>
2 installers installed the modem etc.
Gustavo>
Henri while checking your account, I found a great opportunity for you to try. It’s the Comcast Triple Play package for only $119.99, you will be able to enjoy during the next 12 months, High Speed Internet, the finest cable services and the #1 clarity phone service. By taking advantage of this offer, you will save a considerable amount of money. Isn’t that a great opportunity? The great thing is that it has a 30-Day Money Back Guarantee. I highly recommend you to take advantage of the awesome price.
Gustavo>
Would you like to take advantage of this great offer?
HENRI_>
no thankyou. (I’m so polite)
Gustavo>
Henri I see your point of view but I strongly believe that you should take advantage of this package, especially because the promotion rate is amazing. Besides, you will be able to experience the best out of the best in a very low rate. Why don’t we do something! Try it out for 30 day and if you don’t like it, I will give you the money back guarantee. Should I sign you up with a 30 day money back guarantee?
HENRI_>
no thankyou. (really, I’ve got this English polite thing down pat. Drag me through hot coals and I’ll thank you for keeping me warm. I don’t at any point point out that their service is overpriced and not a money saver or a low rate)
Gustavo>
No problem, thanks for your time Henri.
Gustavo>
Now I will send a signal to your modem as part of our activation. You might be able to catch the lights in the modem turn off then turn back on. It will cut off our connection for a few seconds so we might not be able to continue to send messages to each other during that time. Just make sure not to close our chat, thanks.
user HENRI has entered room
analyst Gustavo has entered room
Gustavo>
Henri can you open a new browser such as this one, click here please —> http://www.yahoo.com Let me know if you are able to get online.
HENRI_>
yup.
Gustavo>
Are you able to? At this point I’d read about 3 articles on the BBC waiting for Gustavo, so yes I was able to
HENRI_>
yup
Gustavo>
Great! your internet service is active now.
Gustavo>
I would like to recommend visiting http://www.comcast.com/security
It’ll take you to one of the great deals we have for hooking up comcast internet in your home. You’ll have the option to download Norton Security Suite to protect your computer when you surf the internet. It’s the full retail application you can get absolutely for free, I guarantee it.
Gustavo>
Also I would like to recomend you visiting http://www.comcast.net/help ,in case you have any problems with your services this link can help you.
Gustavo>
Henri as a recap, you have contacted us today to fix your internet service, we have verified your account information, then I have sent signal to your modem and now your internet service is active and working properly.
Gustavo>
Would there be anything else I can assist you with today?
HENRI_>
what was wrong before?
At this point Gustavo was typing, I tried to type something but the next message I got was a new page saying “No room provided” – ie) I was cut off
WTF Comcast. What scares me is that Gustavo might be a human. I hope, really hope, that it’s an automated system, but given that 9/10 screw ups prefer incompetence, I bet it’s a real person who sits and copies blurbs without reading what the customer says. Localized monopolies SUCK.
Here’s hoping that going through ‘activation’ will stop it trying to activate all the time.