Comcast Support
Comcast - Customer Service?

I scheduled an upgrade to the Comcast Ultra Plan on December 31 (10am – 12noon, local time). I clearly “told†[more than once] the customer support agent (an “agentâ€) my desire to upgrade was due to the speed gained by “N†connectivity over my current “Gâ€. Pursuant to this desire, I purchased the Belkin N USB Adapter.

As a sidebar, I am scheduled for a changeover to Comcast’s Digital Voice [be a triple play member] on January 2.

Result of my December 31 upgrade. The Modem was upgraded to accommodate DOCSIS 3.0, however, the router was not upgraded. As a result of the latter, I still only have “G†speed capabilities. During the afternoon of December 31, I placed four (4) different calls to customer support/technical support detailing the specifics of the situation. I was told by three (3) different agents that my problem has been escalated and will be resolved during the afternoon of December 31 [two (2) different case numbers assigned]. On the third call, the agent actually passed me back in the call queue (via a cold transfer). During the fourth call, I was told by this customer support agent an appointment has been scheduled for January 2 for router resolution/upgrade; between the hours of 12noon – 4pm local time. This was the first I had heard of said appointment. Additionally, I was told by this agent that there is no difference between the “G†and “N†speed. An interesting comment.

Bottom line, I not very happy with the a) support service received and the b) perceived “run-aroundâ€. Is this typical for Comcast!?

Company: Comcast Support
Country: USA

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