so. i tried to log into my comcast account today (phone/tv/internet for those lucky few who don't know the company) to check my bill and was greeted with a: "please contact the primary user of this account to set up a pin/secret question" error message. umm...i AM the primary user. so i CALLED customer service. they reset the password and "fixed" the problem. signed in again, same error message. so i tried one of their nifty "chat" sessions...here's how that went:
(if you don't want to read the whole thing, here's a quick summary: FUCK YOU COMCAST. YOU FUCKING SUCK.)
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chat id : 52c1bb4a-9e51-4b08-a7c5-99ca7d46b7e0
Problem : Need to set a pin and secret question to be able to view my account
sherry > Need to set a pin and secret question to be able to view my account
Armi > Hello sherry_, Thank you for contacting Comcast Live Chat Support. My name is Armi. Please give me one moment to review your information.
Armi > How are you today Sherry?
sherry_ > i cannot view my bill
sherry_ > it is requiring a pin and secret question but will not allow me to set those
Armi > I understand you are not able to view your bill because it is asking for a pin.
sherry_ > yes
Armi > I thank you for taking time to contact us regarding this issue. There is a way that this can be resolved for you however your chat has been routed to my department that supports only Cable service.
Armi > What I will do now is to transfer this chat to our Internet service representatives as they can address this more efficiently. Is that okay with you Sherry?
sherry_ > ok
Armi > It has been my pleasure serving you today Sherry and I truly appreciate your understanding and cooperation at this point. Before I transfer your chat, do you have other concerns for me today? I will be glad to assist you further.
sherry_ > no. i just want into my account.
Armi > Thank you Sherry. Please stay online, transferring you now.
Armi > Have a great day!
Armi > Please wait, while the problem is escalated to another analyst
Rommel > It is a pleasure to have you on chat! Your issue resolution is my top priority for today.
Rommel > I see that you have a problem on loggin in. Is that correct?
sherry_ > i logged in, but it will not let me view my bill until a pin and a secret question are set
Rommel > I apologize for the inconvenience. Rest assured I will do my best to address your concern today. I know how important it is to check your online account !
Rommel > I will be very happy to assist you in this matter Sherry, you have reached the right person !
Rommel > May I please have the full name and address of the account holder.
sherry_ > sherry at XXXXXXXXX (love you all, not posting my address)
Rommel > Thank you very much !
Rommel > Can I get the username you were logging in?
sherry_ > pissed.off.customer@comcast.net (oh, don't i wish that were actually it!)
Rommel > Thank you !
Rommel > Just to check, it was asking for a 4 digit pin, is that correct?
sherry_ > In accordance with FCC regulations, Comcast requires you to enter your Security PIN and create a Security Question and Answer before you proceed. This will only take a few moments. Thank you.
Rommel > Sherry, would it be okay to resert the password so we can update the pin information in your account?
sherry_ > ok
Rommel >
For verification, can I get the the last four digit of the SSN .
sherry_ > XXXX
Rommel > Thank you for the additional information you provided me.
Rommel > Please give me 1-2 minutes to process this. Thank you.
Rommel > While waiting, please allow me to take this opportunity to share with you one of the main features that you can get with Comcast which is our online site where you can watch full TV shows and movies online. Go to www.fancast.com and experience the best of TV online! With Fancast, the privilege of watching your favorite TV show episodes, movies, trailers and clips at no cost whatsoever is yours. So, go ahead and discover a whole bunch of entertainment just for you!
Rommel > Would it be okay to call you @ (509) 867-5309 to verify some information you shared with us earlier so we can proceed the the password reset and get the security pin ?
sherry_ > no. i'm not at home. i'm at work. why is this so difficult to do? isn't there a link i can click or a page i can go to?
sherry_ > and i was JUST ON a customer service phone call...that didn't work so i tried this. i REALLY do not want to go in another circle.
sherry_ > i just need my bill available.
Rommel > Sherry, the pin was part of your phone service that FCC mandated should be kept and verified when accessing phone service.
Rommel > In the account, the pin has not yet been updated.
sherry_ > why didn't they do that when i signed up for the phone service?
Rommel > To do thid we need to call you to verify information you shared earlier.
sherry_ > WHY DIDN'T THEY DO THAT WHEN I JUST CALLED IN?
Rommel > I apologize but the pin will be given once the phone will be successfully installed.
sherry_ > the phone has been successfully installed for a few weeks now
Rommel > I do apologize but the pin was not activated, since we also need you to call so we can give you the pin number when you call us.
Rommel > But before we do that, we have to call you on your comcast phone for verification.
sherry_ > are you kidding me?
sherry_ > this is fubar. the phone was installed weeks ago. i was JUST ON the phone with a customer service rep.
sherry_ > there is NO reason this should be so difficult
Rommel > Sherry, this is not difficult as long as we can verify you. Another option I can offer is send you the pin by mail since you have verified information on this chat.
Rommel > Then you can use that security pin to log in.
sherry_ > mail will take days. by the time i get home and call in the wait time is forever. I VERIFIED MY INFORMATION ALREADY today. TWICE. this is not acceptable customer service.
Rommel > Sherry, as much I wanted to help you set up the password and pin, there is a procedure that we need to follow.
sherry_ > one that has obviously been screwed up a few times already.
Rommel > Sherry, is there somebody in your home to answer the phone right now ?
sherry_ > no.
sherry_ > i am at work. as i already stated.
Rommel > What I can suggest is give us a chat or call later to verify, then we have the pin updated. We are open 24/7 .
Rommel > Will this be okay with you ?
sherry_ > no that is not okay with me. i don't want to waste MORE of my time chasing my tail in circles on something that should be simple. there is no reason for me to waste my evening on something like this when i have already verified my information TWICE today, and when the initial mistake was on YOUR part not doing this when the phone was installed.
sherry_ > i am the ONLY person listed on the account. and i have have already verified my information twice. i need access to my account immediatly.
Rommel > I do apologize but we would need to verify you on your comcast phone to get the security pin. This is an FCC mandate which comcast strictly adheres to. Not doing this , will have consequences for the provider.
sherry_ > strictly adheres to? then why wasn't it done WEEKS ago? i really don't give a rats ass about your consequences. i need into my account NOW. your screw up should not be my problem.
Rommel > Sherry, I am really sorry but we are unable to get you the security pin without the call to your home. What I can do is note down this issue and have somebody calls you when you arrive home to verify. Just give us the time to call, and we will be happy to do that.
Rommel > No need for you to chat back.
sherry_ > whatever. fine. call around 7.
Rommel > Thank you very much. Again my apologies.
Rommel > Will there be anything else I can help you with for today? I will be happy to extend my time to help you on this matter.
sherry_ > well, i can't get into my account to see if there's anything i need help with...so...
sherry_ > i needed to see if the previous credits to my account went through to see if the balance owing is correct...but since i can't get into my own damn account, i guess i get to wait til later to do that too.
Rommel > Thank you for choosing Comcast as your provider. Comcast appreciates your business and values you as a customer. Our goal is to provide you with excellent service. If you need further assistance, you can chat with one of our Customer Support Specialists 24 hour a day, 7 days a week at http://www.comcastsupport.com/videochat . Have a good day !
HAVE A GOOD DAY? ARE YOU FUCKING KIDDING ME? FUCK YOU COMCAST.
Posts
Comcast blows chunks. Hate them.
ReplyDeleteUPDATE: comcast called last night at EIGHT pm- ONE HOUR after the scheduled time. FUCK YOU COMCAST. so after they did the whole pin/security bullshit, i asked to speak to a supervisor- turns out the people that called weren't actually comcast, they are a tech support center that doesn't handle customer complaints, so i had to hang up, CALL COMCAST, request a call back (there's no such thing as hold time any more), got the manager, then spent 20 minutes explaining the whole mess to him, going around in circles, verifying my information AGAIN (so this is the 5th time in one day i've given out the last 4 of my SSN), went through the WHOLE mess and ended up with a $25 credit to my account (big whoop).
ReplyDeleteFUCK YOU COMCAST. if there were any other options (living in an apartment i can't get a dish) i would jump in a HEARTBEAT. i fucking hate you, your service, and your customer service. VERY unhappy customer.
I am going through the exact same problem today! I feel your pain! And I still can't view my account details!
ReplyDeleteSwitching to Comcast phone service has been a nightmare from the beginning & now I have to deal with this, too. Ugh.
ReplyDelete