Mid July: Installed system
August – October
Multiple problems with system arming and disarming. We had painters coming into the unit and gave them their own security access code. System would not disarm and would trigger an alarm. Painter spent over an hour on the phone with me and tech support trying to reboot the system and turn off siren.
Nov 15th: System is not arming and disarming: I was at condo and spent close to an hour on the phone with tech support rebooting the system. It arms and disarms but security monitor cameras are not working reliably.
Nov 19th over 4 hours trying to speak with someone who could help resolve the issue.
- 1800 994 6489 – Welcome to Comcast Service Number 407-341-8487 – Welcome to Comcast – Verification 0656 option 2 – If customer enter phone number 407-3418487- Ok found account – if having problems enter 1 – for Xfinity Home enter 3- If calling for tech support press 1 – for assistance with Xfinity hold for account exec: DISCONNET
- Finally got through to a person by selecting Internet support: Connects to you people in Philipines but they disconnect the call rather than transfer to the correct department
- Finally got to a person who could not assist so I asked to cancel the service. Said she couldn’t and that I’d have to speak with retention. Was on hold for the “retention” department for a full hour and then the call was disconnected
- Went on line to reach an agent via Chat over the internet and finally successfully scheduled a service call for 11/22/14. Had to cancel due to fact that my maintenance person could not be there that day. Ticket # 025927217 Rescheduled for 11/25/14
Nov 25th – 3 ½ hours working with onsite service tech and tech support
- I schedule my maintenance man to be at condo to meet service tech.
- 1030am ESTService tech shows up as scheduled: Kyle, Comcast Employee ID 5308
- Relocates cable modem and security router to central location in condo. Original install is in back of condo and wifi coverage is not even. By relocating we hope to have a more even signal throughout the unit.
- Also supposed to resolve recurring alarm issues: can’t disarm, can’t arm,see above.
- Tech is there for 45 minutes states that he has done everything he can do and I need to call tech support and leaves.
- Call tech support: 1800 994 6489 – Welcome to Comcast Service Number 407-341-8487 – Welcome to Comcast – Verification 0656 option 2 – If customer enter phone number 407-3418487- Ok found account – if having problems enter 1 – for Xfinity Home enter 3- If calling for tech support press 1 – for assistance with Xfinity hold for account exec: DISCONNET
- Select Internet support and reach a person in the Phillipines who after about substantial hold time I reach Xfinity Home tech support agent named ANGEL, Comcast employee ID 1240140 in Charleston, SC
- 12:23pm EST transferred to James in South Florida, Employee ID Number 33734. I explain problems and he schedules meeting with Retention for Nov 28th at 12noon MST
- 12:45pm Transferred to Paris, employee ID 3680945 in Missouri for more tech support nothing resolved asked to be transferred to a supervisor
- 1:06pm EST Jennifer, Supervior in Missouri employee ID 3690293 - She tries to help and insist that she stay with me on all transfers. We conference in Central Monitoring
- 121pm EST Sandra at Central monitoring said she could put system in test mode for 72 hours. Previously I was told 48 hours. She checked with her supervisor who told her it could be put in test mode for 6 days.
- 130pm EST – asked to speak with retention
- 147pmEST reached Andrew, Comcast Employee ID 786305
- 2:02pm EST transferred to Ben in Greeley, CO Employee ID20100854 – Productive conversation. Seems to be the first person I’ve talked to who has any idea of how to fix the problem. However, No one is at the condo to reboot modem, router, etc. so we schedule my maintenance person to be at the condo the following day at 1030am EST so that we can coordinate a conference call while he is in the condo. I schedule the maintenance man but Ben states that he can’t make it at that time. He schedules “Jason” to call me at 1030am to handle the call with me and my maintenance man.
November 26th – Spent over an hour trying to reach tech support: TOLD I NEED A TECH ONSITE
- 1030am EST my maintenance man is at condo. I call him and explain to him where the equipment is.
- 1045am : Still no call from Comcast Tech Support Agent “Jason”
- 1040am: 1800 994 6489 – Welcome to Comcast Service Number 407-341-8487 – Welcome to Comcast – Verification 0656 option 2 – If customer enter phone number 407-3418487- Ok found account – if having problems enter 1 – for Xfinity Home enter 3- If calling for tech support press 1 – for assistance with Xfinity hold for account exec: DISCONNET
- Select Internet Support and reach Ed in Philipines
- 1115am: reach Sushil in New Hampshire. Would not provide employee ID number. Ticket Number CR414443279 and 414444062 : Sushil, my maintenance man and I conference call and within 60 seconds it is stated that the desk top controller is bad and we need to schedule a technician to come onsite.
November 28th: 1213pm MST: Still waiting for call from Comcast Customer Retention Department that was scheduled for 12noon MST or CST (I wrote down CST so that would have been 11am MST) either way retention has not called and they are either 15 minutes or 1hour and 15 minutes late.
November 30th: received a call from Regina in Ohio...would not give employee ID - I politely explained the history and she said she worked for a third party company and could only schedule a tech to come onsite. The call was prompted by a bad automated survey I took the time to complete over the phone. She said she couldn't do anything about my contract.
As of today, 12/1/14 I have not heard from the "Retention" Department. SYSTEM STILL DOES NOT ARM OR DISARM.