Perhaps, were Comcast to suddenly not find a way to write out a CHECK to CEO Brian L Roberrs, bet Comcast WOULD all of a sudden, BE ABLE TO FIX THAT, ASAP.
But, when THEY lost MY E-Mail's, LOST my Contacts / Address Files, my SENT E-Mails, and SAVED E-Mails, they haven't got so much as a clue.
They called today, and when asked HOW did it happen, their only reply was, dead silence after saying they have no clue, then, to show how further incompent they can be, they hung up on me, on the call THEY made.
Technology is not their best suit.
Perhaps they should get into cutting my grass instead. MAYBE they could properly handle THAT.
But then, maybe not. Most likely, they would run out of gas and the blades would be missing. AND they wouldn't have a clue as to why. No doubt, they would not know which end of the mower to push either.
This started Sunday evening. They changed my browser. So, I could not enter into my e-mail account. To screw things up real good, they also changed my password.
They abandoned my many pleas for help. Finally, after spending over 3 hours on the phone with them, on "Live Chat" help, their only "help" was, they were going to "escalate" the "ticket" to a higher authority, and then get back to me in "72 hours" with the outcome. They did call me back today, AFTER I first called them today.
They gave me no clue as to what happened, nor could they reasonably assure me that they could or would not screw up my e-mail account and make it happen again.
"We don't know what happened."
Well, if you cannot know how you did it the first time, then you cannot not do anything to avoid making it happen again — and again — and again.
"Houston, we've got a problem."
"Those who do not learn from the past are doomed to repeat it's mistakes."
No, they did not spout such words of wisdom, but they sure do fit, eh?
I want to KNOW what happened. They ADMIT they caused the problems.
(please see the THREE separate transcripts below).
Hey Comcast, (Can you hear me now?) I want and I need my addresses and contacts RESTORED.
#1
Problem: My login information is not recognized even after inserting it correctly many times. What's up?
User Bryan_ has entered room
analyst Philip has entered room
Bryan_
Yes, thank you.
Philip
I just need to verify security to make sure I am viewing the correct account.
Would you be able to tell me the last 4 digits of the social security number
on the account, followed by the full address on the account.
Bryan_
*, and my address is:
Bryan_
Road
Bryan_
* Township
Bryan_
*
Bryan_
Philip
I have reset your password to: sin ap. Please try logging into Comcast.net using this password and let me know what happens after.
Bryan_
My entire browser looks different from what I am used to, from this morning. It changed after allowing an "Automatic Update"
Bryan_
Is there any way to change it back?
Bryan_
And will I be able to re-set my own password info?
Philip
There should be a way to change that but you will have to contact Microsoft for that.
Philip
Yes, once you're logged in, let me know and I will provide you with directions on how to change your password after. Please try logging into Comcast.net and let me know what happens.
Philip
Are you able to log in?
Bryan_
I used the new password to get back in, and it seemed to work, however, after I changed my password again, back to what it was originally, it then displayed a message saying that the login failed.
Bryan_
So I truly do not know if I got in, or just thought I got into, my email account, plus, it all looks different from how it displayed earlier today.
Philip
Can you try logging back in using the password I provided?
Bryan_
I will try again
Philip
Let me know if you can log back in using the password I provided you.
Bryan_
I do NOT understand what is going on. It does NOT "allow" me even to stay on the page.
Bryan_
This is getting worse, and I am getting very frustrated by all this.
Philip
Can you please verify that you're attempting to log into Comcast.net.
Bryan_
That I am doing.
Philip
There seems to be an internal problem with your email account. I will need to escalate this issue for you. This may take up to 72 hours to resolve. Can you please provide me with a phone number they can contact you and the best time of day to contact you as well.
Bryan_
Is this issue on your end or are you saying it is on my side?
Philip
It's most likely on our end.
Bryan_
CELL # IS: *-*-0124, call anytime from 9:00 AM to 11:00 PM
Philip
One moment please.
Bryan_
Okay. The Menu Bar has radically changed since this morning, as well as the whole e-mail has changed.
Philip
Your ticket number is: CR&. I apologize for what this has caused you. We will ensure that this doesn't happen to you again and fix this issue as soon as possible. Is there anything else I can do for you, Bryan?
Bryan_
I will await your call. Do you expect to contact me tomorrow?
Philip
I have escalated the issue. The department handling this issue will contact you as soon as possible.
Bryan_
Okay. Have a good nite.
#2
Status: Analyst Michelle. 8048 is here and your issue status is: working
Problem: For whatever reason my e-mail manager has been changed. With these changes, I have lost all of my e-mail contacts, all of my sent mail, etc., and I need it all back, just as soon as possible, right away. They are extremely important to me. Thank You.
User Bryan_ has entered room
Bryan
For whatever reason my e-mail manager has been changed. With these changes, I have lost all of my e-mail contacts, all of my sent mail, etc., and I need it all back, just as soon as possible, right away.
They are extremely important to me.
Thank You.
Analyst Ruby. 21802 has entered room
Ruby. 21802
Hello Bryan_, Thank you for contacting Comcast Live Chat Support. My name is Ruby. 21802. Please give me one moment to review your information.
Ruby. 21802
I will be glad to assist you with your issue today. Please hold while I locate some information.
Bryan_
here is my ticket number from last night: cr092120790
Bryan_
I CAN now get into my email... But so much is gone!
Ruby. 21802
I apologize for the inconvenience.
Ruby. 21802
I am still checking it for you Bryan.
Bryan_
thankyou!
Ruby. 21802
May I please have the user name you are having issues with?
Bryan_
littlebigmoe
Bryan_
— that is mt e-mail username
Bryan_
@comcast.net
Ruby. 21802
Thank you for that information.
Ruby. 21802
Is this in webmail Bryan?
Bryan_
this is my e-mail address
Ruby. 21802
I apologize Bryan but I have to escalate this issue.
Ruby. 21802
I apologize for the inconvenience.
Bryan_
After I log into my email account, I found ALL of my old email, my sent email, is gone. ALL of my contacts in my address book are also gone. Quite distressing
Bryan_
These contacts include US members of congress in addition to family and friends. I really need these items, ASAP
Ruby. 21802
I am sorry about that Bryuan but this is something I am not able to assist you with.
Bryan_
Please explain your use of tyhe word escalate.
Ruby. 21802
This will take 72 hours Bryan.
Ruby. 21802
I apologize that I cannot assist you any further with this matter. Is there anything else besides this issue that I can assist you with at this time.
Bryan_
Can you please dispatch me over to a supervisor?
Ruby. 21802
Okay.
Bryan_
Thanks!
Ruby. 21802
One moment please.
Ruby. 21802
Please wait, while the problem is escalated to another analyst
Analyst Michelle. 8048 has entered room
Analyst Ruby. 21802 has left room
Michelle. 8048
Hello Bryan. My name is Michelle and I am a supervisor. Please allow me one moment to review your previous chat transcript.
Bryan_
hello Michelle.
Michelle. 8048
Bryan, from what i understand you have lost emails in your account, is this correct?
Bryan_
Yes, however, I have also lost all of my contacts in my address book. PLUS saved emails. Plus sent emails.
Bryan_
Very important stuff. Critical and time sensitive.
Michelle. 8048
Bryan, did you make any changes to your Comcast account or have difficulty accessing your email recently?
Bryan_
Yes, which happened last night, when I could not log in, and above, where I began this session, I included my confirmation ticket number
Bryan_
CR092120790
Michelle. 8048
Bryan, did the representative you spoke with yesterday explain what was wrong with your email account yesterday?
Bryan_
Not really except to say that the problem did not originate on my end, but on comcast's end.
Michelle. 8048
May i have the username you are inquiring about please?
Bryan_
All this is included above. This information has already been provded within the above transcript. Did you not read it?
Bryan_
My username is: littlbigmoe ([email protected])
Michelle. 8048
I did scan it, one moment please.
Michelle. 8048
Bryan, it does appear that they had to make some corrections within your account. I can escalate this issue off and have a technician contact you as soon as possible.
Michelle. 8048
We will have to retrieve the email off the server.
Michelle. 8048
I apologize for the frustration this has caused.
Michelle. 8048
1'
Michelle. 8048
Did you receive my last message?
Bryan_
so how long does this take?
Bryan_
Yes. Sorry. There was a knock at my door.
Michelle. 8048
It can take up to 48hours.
Bryan_
can you retrieve all my contacts from my address book, my old saved emails, and my emails from 4 to 5 days ago.
Michelle. 8048
I will include that in the escalation.
Bryan_
okay. How far away are you?
Michelle. 8048
I am sorry?
Bryan_
how far, as in geography, are you? — from Atlantic City, NJ
Michelle. 8048
I am located in Ontario Canada.
Michelle. 8048
Is there anything else I can assist you with today?
Bryan_
Guess this is it.
Bryan_
Thanks for letting me know.
Michelle. 8048
Thank you for contacting Comcast! We appreciate your business!
Michelle. 8048
If you need assistance in the future, please do not hesitate to contact us through Live Chat or E-Mail (available 24 hours a day, 7 days a week). Comcast also offers excellent FAQ and Help forums located at www.comcast.net to help you reach a resolution independently.
Michelle. 8048
Have a great day!
Michelle. 8048
Analyst has closed chat and left the room
#3
End Session
user bryan_ has entered room
Bryan
I cannot enter into my e-mail account
Analyst Grayson has entered room
Grayson
Hello bryan_, Thank you for contacting Comcast Live Chat Support. My name is Grayson. Please give me one moment to review your information.
Grayson
Can you go to www.comcast.net and sign in?
Bryan_
I was able to get into my account last night, and after having contacted you last night. Now, I am blocked from entering my e-mail AGAIN.
Bryan_
No, which is precisely the reason for this current live chat.
Grayson
Before I can assist you with that I just need to verify security with you, can you please provide me with your account number. It usually starts with the number 0. (It would be on any bill you've received or your installation work order.)
Bryan_
Last night, I could not find any of my old emails, and all of my contacts from my address book disappeared.
Bryan_
That is why I contacted you last night.
Grayson
Did you find your emails?
Bryan_
This is my act ticket number from our first contact:
Bryan_
CRo92120790
Bryan_
What is my account number?
Grayson
I could not use the ticket number to verify. One moment.
Bryan_
No, the meails are / were, not in my email manager.
Bryan_
They are removed, but not by me.
Grayson
As an alternative, I can also accept the last 4 digits of the Social Security Number on the account.
Bryan_
That is the ticket numbe given 2 nights back.
Bryan_
6414
Grayson
Thank you.
Grayson
Your account number is 0950815626603
Grayson
Did you find the emails at all?
Bryan_
TODAY, I cannot even enter my email account, to SEE if they are still lost. I am being BLOCKED from entry.
Grayson
Can I try resetting your password for you Bryan?
Bryan_
I am not happy with this service.
Bryan_
Can it be set to what it is suppose to be?
Grayson
I am sorry Bryan, I will do my best to help.
Grayson
I can reset it for you, and then I can show you how to change it to whatever you like.
Bryan_
Okay, please do.
Grayson
Thank you for your patience. I have changed your password to a randomly generated password. You can now use this new password to log into the Service Center. Once you login I suggest you change your password again to a password only you know, and one that will be easy for you to remember.
Your new password is: bakeplot
The following link will provide you instructions for changing your password: http://faq. Comcast.net/faq/answer. Jsp? Name=18039&cat=Comcast.net Site&subcategory=1
Grayson
Can you please try logging into www.comcast.net with the email address?
Bryan_
Can you also please tell me what happened to all of my e-mail, and what happened to all of my contacts that disappeared from my address book?
Grayson
I do not know what happened to your emails Bryan, there doesnt appear to be anything wrong with the account from my side.
Grayson
Are you able to log in to www.comcast.net now?
Bryan_
I am trying to do so. Give me a minute, please
Grayson
Ok, I will be here when you get back.
Bryan_
Okiay, I was able to log in, but now I need to see if my contacts came back, one moment, please.
Grayson
Do you use outlook express, or do you use www.comcast.net to get your emails?
Bryan_
I am using comcast.
Bryan_
My contacts are still missing.
Bryan_
Previous to now, in previous live chat help, I have been told that the problem IS on Comcast's end, not on mine.
Bryan_
I know that I have never deleted any of my contacts, my address book.
Bryan_
BUT, they are GONE.
Grayson
Ok. I can escalate a ticket for someone above me to look at the issue, but I cannot be certain of its success. We will certainly try to get the contacts back.
Grayson
Can I take a look at your email headers?
Bryan_
I pay for this service monthly, but now, I contact you daily, and the probklem is never resolved, but the same kinds of things are said, like using the word "escalate."
Bryan_
It has become predictable, yet, nothing else ever happens.
Bryan_
I do not have a clue as to what you are asking, such as email headers. What is that?
Grayson
Sorry Brian, but the best way for me to help fix the issue is to escalate it to a team above me.
Grayson
It would allow me to look at your inbox, and see all the 'subjects' of your emails.
Bryan_
Yes, but that has been referenced to in each of my live chat contacts, yet no one ever calls and no one ever seems to do anything to improve and or to correct any of the problems. The problems have gotten worse.
Bryan_
You can look, but what will that do to resolve anything?
Bryan_
My contacts are all still gone.
Grayson
I will not see the contacts. I just want to make sure the account looks properly setup.
Bryan_
You will NOT be able to SEE the contacts because they are MISSING. BUT, they should NOT be MISSING.
Grayson
Do you have a mail client on your computer Bryan? Like outlook express?
Bryan_
I do not know. I simply need to have my contacts PUT BACK.
Grayson
When you access your email, do you open a program on your computer, or do you go to your internet explorer, and then go to www.comcast.net?
Bryan_
This is the THIRD Day of problems. I go to your internet explorer, and then go to www.comcast.net.
Bryan_
Why are you asking these kinds of questions?
Bryan_
WHAT will they, and my answers to them, acheive?
Bryan_
WHY can't any solutions be forthcoming?
Grayson
I noticed that your emails are only from the last few days, which usually represents someone downloading the emails to somewhere. If that is the case, your emails and address book might be on your computer, instead of on www.comcast.net.
Bryan_
That is ALL I am interested in, getting these problems to go away. Not stay for another 72 hours, etc. TO GO AWAY.
Grayson
I understand Bryan, I am just working on the ticket to escalate.
Bryan_
WHAT CAN THAT DO TO RESTORE MY MISSING ADDRESS BOOK OF CONTACTS? I NEVER DOWNLOAD TO MY COMPUTER. I have not changed anything about how I use this with — and with NO problems. NOW, there are problems with no solutions.
Bryan_
what can that do to restore my missing address book of contacts?
Grayson
To fix the issue, I will escalate a ticket to a team that can look, and fix email addresses.
Grayson
I am just working on that now.
Bryan_
"Escalate" NEVER translates into ANY problem resolved, only the end of my attempt to communicate with you.
Bryan_
I am frustrated at the routine, which it is, and I am frustrated, very unhappy, that the problem can exist but the solution cannot.
Bryan_
Can you please provide a phone number for me to call?
Grayson
You can call 1800COMCAST anytime. They will have to escalate this issue for you as well. Do you want me to escalate it, and you can call in, and then verify that you need the escalation over the phone?
Bryan_
i want the retoration of my contacts back into my address book
Grayson
The escalation unfortunately takes 24-72 hours, so its best to get started as soon as possible.
Bryan_
I did nothing to make them disappear, and I want them back! Not gone! Plus my saved emails.
Bryan_
Getting the problem resolved, getting started is precisely what these live chats, initiated by me, are all about.
Bryan_
Is it not extremely obvious that I indeed want this resolved, now?
Grayson
I agree Byran.
Grayson
Yes it is, and the way to resolve the issue is by escalating it to a team of workers who have the access to fix your email account, by getting your saved emails back, as well as your address book.
Grayson
Can I escalate the ticket for you?
Bryan_
Does this solve the problem, or, does it simply say "go away, Bryan"?
Grayson
It will hopefully solve the issue. If comcast can save the emails and address book, it will be saved within 24-72 hours.
Bryan_
And if you do not "escalate" ~ does THAT solve the problem?
Grayson
I do not have the ability to do anything on the account, other than to delete emails on the account, reset passwords, and look at the different accounts you have.
Grayson
So I cannot assist you get your emails and address book back.
Bryan_
Who can? Who did this to my account?
Grayson
The escalation team can look at your account. There is no activity on your account of any Comcast employees doing anything recently. I do not think anyone 'did' anything, I suspect something is just not working correctly with the account.
Bryan_
Do you have somebody inside comcast that is screwing with people like myself?
Grayson
I do not think anyone 'did' anything, I suspect something is just not working correctly with the account.
Bryan_
Well that may be an understatement. It does appear that folsk inside comcast have the means to cause these kinds of problems, but not to fix them once they happen.
Bryan_
I did not cause nor contribute to this problem, and every thing I do to get it fixed remains without being fixed.
Grayson
I agree Bryan, which is why I would like to help you by escalating this ticket. Can i do that?
Bryan_
Relying on comcast has proven so far, to be missplaced trust. You indeed CAN excalate this but I want the problem to be RESOLVED. NOT TO REMAIN.
Grayson
I understand.
Bryan_
And, not to grow worse.
Grayson
What number can someone contact you at, when this is completed?
Bryan_
As it has since my first contact over my email accoounts denial of access to me.
Bryan_
609-788-8930
Grayson
Any particular time would be better to contact you at?
Bryan
Egg Harbor Township, New Jersey
U.S.A.
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