Here is an actual chat log from Comcast CSR Jose about changes to my billing plan...
User STeve_ has entered room
Steve (Sat Apr 24 13:04: 54 CDT 2010) Where have all my channels gone when my bill keeps going up?
Analyst Jose has entered room
Jose (Sat Apr 24 13:04: 59 CDT 2010) Hello STeve_, Thank you for contacting Comcast Live Chat Support. My name is Jose. Please give me one moment to review your information.
Jose (Sat Apr 24 13:05: 04 CDT 2010) A Comcastic day to you! How are you doing today?
Jose (Sat Apr 24 13:05: 08 CDT 2010) Hi Steve.
Jose (Sat Apr 24 13:05: 15 CDT 2010) I am so sorry to hear that.
STeve_ (Sat Apr 24 12:06: 57 CDT 2010) Well Jose, I'm wondering where or why I can no longer recieve g4 network, Style network, and Bio... I recieved notice from your company that some channels where changing, but it said nothing about these channels
STeve_ (Sat Apr 24 12:07: 42 CDT 2010) Bio, in fact, was supposed to be added, but I no longer recieve signal
Jose (Sat Apr 24 13:07: 49 CDT 2010) I see here that you have a concern or inquiry with your channel line up, I thank you for giving us the opportunity to resolve this issue and I am happy to help you with it. As your service representative today, I want you to know that your satisfaction is of my topmost priority and I assure you that we can resolve this issue together on this chat, Steve.
Jose (Sat Apr 24 13:08: 41 CDT 2010) For me to better assist you and provide you with the accurate information, I need to pull up the account. I need to verify some security information to pull up your account. If you have questions along the process, please feel free to ask.
Jose (Sat Apr 24 13:08: 41 CDT 2010) Can you please provide me the phone number and the last four digits of the social security number on the account?
STeve_ (Sat Apr 24 12:10: 13 CDT 2010) (info here)
Jose (Sat Apr 24 13:09: 39 CDT 2010) Thank you for that information. Please give me a few minutes of your precious time to pull up the account.
Jose (Sat Apr 24 13:10: 34 CDT 2010) By the way Steve, while waiting for your account to pull up, I will share you a feature of Comcast that you can truly benefit. Are you aware of the customer self-help on comcast.com?
STeve_ (Sat Apr 24 12:12: 10 CDT 2010) No, what can that do for me?
Jose (Sat Apr 24 13:11: 42 CDT 2010) Comcast.com has an extensive series of Frequently Asked Questions (FAQs) that cover all of our products. Customers do not have to sign in to access the FAQs. Quick steps to do it... Open a web browser window and go to http://www.comcast.com/. On the home page, the navigation menus are on the left side of the window and click on Customers then Help and Support.
Jose (Sat Apr 24 13:12: 17 CDT 2010) Thank you for patienly waiting.
STeve_ (Sat Apr 24 12:13: 03 CDT 2010) I'm not loking for FAQs, that's why I contact you
Jose (Sat Apr 24 13:12: 47 CDT 2010) 2 WICS (ABC) 3 WCIA (CBS) 4 Access / Cable Marketplace 5 Access / Cable Marketplace 6 WBUI (CW) 7 WRSP (FOX) 8 WSEC (PBS) 9 WGN America 10 WAND (NBC) 11 HSN 12 WILL (PBS) 13 QVC 15 CSPAN 16 TV Guide Network 17 Local Weather 18 Government Access 19 WCFN (MNT) 22 Educational Access 23 ShopNBC 24 VH1 25 Nickelodeon 26 CNN 27 ESPN 28 ESPN2 29 BET 30 USA Network 31 Discovery Channel 32 AMC 33 Spike TV 34 TNT 35 Bravo 36 Headline News 37 A&E 38 TBS 39 CNBC 40 MSNBC 41 Disney XD 42 Lifetime 43 Disney Channel 44 The Weather Channel 45 Comedy Central 46 Animal Planet 47 Cartoon Network 48 Food Network 49 CMT 50 Fox News Channel 51 Hallmark Channel 52 TLC 53 E! 54 FX 55 MTV 56 FSN Midwest 57 HGTV 58 Oxygen 59 ABC Family 60 History 62 Travel Channel 63 truTV 64 Comcast SportsNet 65 Style 67 Syfy 68 Speed Channel 70 Big Ten Network 71 The Golf Channel 72 TV Land 98 Lo
Jose (Sat Apr 24 13:12: 47 CDT 2010) cal Programming 138 TLN 189 WEIU (PBS) 219 WSEC Create 220 WILL Create 233 ION Television 244 Cable Marketplace 255 Big Ten Network 275 EWTN 276 Daystar Television Network 285 Comcast Info Channel HD 416 WILL World 417 WSEC World 418 WEIU World 420 WBUI-DT This TV 434 Weatherscan 436 WAND Weather 446 CSPAN 2 549 VERSUS 611 Lifetime Movie Network 692 Comcast Xtra 850 Music Choice
Jose (Sat Apr 24 13:12: 48 CDT 2010) Thank you for patienly waiting.
Jose (Sat Apr 24 13:12: 57 CDT 2010) That is your current channel line up.
STeve_ (Sat Apr 24 12:14: 25 CDT 2010) Why is g4 not included now and why was I not informed of the change.
STeve_ (Sat Apr 24 12:14: 56 CDT 2010) And why do I still not recieve signal on the Style network (channel 65)?
STeve_ (Sat Apr 24 12:16: 19 CDT 2010) Was my account credited with any kind of discount for losing so many channels?
Jose (Sat Apr 24 13:15: 33 CDT 2010) Im so sorry for that Steve, for the G4 that is part of the channel changes.
Jose (Sat Apr 24 13:16: 11 CDT 2010) For that Style network, may I know what do you see on channel 65?
STeve_ (Sat Apr 24 12:17: 32 CDT 2010) Not authorized (press info for ordering information)
Jose (Sat Apr 24 13:16: 56 CDT 2010) Okay.
Jose (Sat Apr 24 13:17: 17 CDT 2010) Let me send a signal over to your box to activate that channel.
STeve_ (Sat Apr 24 12:17: 24 CDT 2010) Again... Was my account credited with any kind of discount for losing so many channels? Jose (Sat Apr 24 13:17: 49 CDT 2010) Now once I send the signal, please leave your box and TV on for 45 minutes for the box to fully download the signal.
Jose (Sat Apr 24 13:17: 59 CDT 2010) Lets take the issue one at a time.
Jose (Sat Apr 24 13:18: 07 CDT 2010) Would that be okay with you?
STeve_ (Sat Apr 24 12:18: 54 CDT 2010) Well, one channel isn't going to make a huge difference here. I appear to have lost over 30 channels and my payments have only increased... But one at a time is okay
Jose (Sat Apr 24 13:19: 08 CDT 2010)
Any question before I go ahead and send the signal?
STeve_ (Sat Apr 24 12:19: 31 CDT 2010) no
Jose (Sat Apr 24 13:19: 46 CDT 2010) Shall I send the signal now Steve?
STeve_ (Sat Apr 24 12:19: 37 CDT 2010) yep
Jose (Sat Apr 24 13:20: 29 CDT 2010) Please stay online as I send the signal. I will be confirming if the signal went through or not.
STeve_ (Sat Apr 24 12:20: 27 CDT 2010) ok
Jose (Sat Apr 24 13:22: 07 CDT 2010) Thank you for patienly waiting.
Jose (Sat Apr 24 13:22: 35 CDT 2010) I am done sending the signal and I have the confirmation that the box is now starting to download the signal.
Jose (Sat Apr 24 13:22: 42 CDT 2010) While the box will be on the process of downloading, please do not change channel for it may disrupt the box from fully downloading the signal. You can check after 45 minutes from the time I send the signal. I am 90% this will be fixed after 45 minutes.
Jose (Sat Apr 24 13:23: 34 CDT 2010) Now, moving on. Let me try and process a credit on your account.
STeve_ (Sat Apr 24 12:23: 56 CDT 2010) Well, I'm really wanting to know what happen to the channels. Are they in a more expensive package now or what?
Jose (Sat Apr 24 13:24: 55 CDT 2010) Yes, they are in the digital packages.
STeve_ (Sat Apr 24 12:25: 05 CDT 2010) I thought I have a digital package right?
Jose (Sat Apr 24 13:25: 24 CDT 2010) For that concern, I suggest you contact 1-800-266-2278 to have the detailed information on the price.
Jose (Sat Apr 24 13:25: 42 CDT 2010) You have the standard cable package.
Jose (Sat Apr 24 13:25: 55 CDT 2010) Which you are paying $52.99
STeve_ (Sat Apr 24 12:26: 03 CDT 2010) That's not right at all, I have extended basic with the High def channels or am supposed to
Jose (Sat Apr 24 13:27: 04 CDT 2010) I am just basing my explanation on the information on the account.
STeve_ (Sat Apr 24 12:28: 03 CDT 2010) I'm looking at my statement, It says I have expanded basic and digital choice
Jose (Sat Apr 24 13:28: 39 CDT 2010) I see, that is the same with the standard cable.
STeve_ (Sat Apr 24 12:29: 31 CDT 2010) I pay $82.94 every moth for and your statement quotes
Jose (Sat Apr 24 13:29: 44 CDT 2010) You can opt to have the hd channels if you have the hd box.
STeve_ (Sat Apr 24 12:29: 42 CDT 2010) Basic Service 13.13
STeve_ (Sat Apr 24 12:29: 56 CDT 2010) Expanded basic 39.86
STeve_ (Sat Apr 24 12:30: 04 CDT 2010) Dual tuner feature 10.00
STeve_ (Sat Apr 24 12:30: 23 CDT 2010) digital dual tuner dvr/hd 7.95
Jose (Sat Apr 24 13:30: 49 CDT 2010) Your monthly rate is only 52.99. With out the taxes and other rentals for the equipments.
STeve_ (Sat Apr 24 12:30: 44 CDT 2010) digital choice 12.00
Jose (Sat Apr 24 13:32: 48 CDT 2010) Let me check. Can you please verify to me the account number.
STeve_ (Sat Apr 24 12:32: 42 CDT 2010) No, it's not... I'm obviously paying 64.99 without taxes and rental with the Digital choice package on my bill at 12.00
Jose (Sat Apr 24 13:33: 02 CDT 2010) Lets make sure that we have the same bill.
STeve_ (Sat Apr 24 12:33: 16 CDT 2010) account # (here)
Jose (Sat Apr 24 13:33: 57 CDT 2010) Thank you for that information.
Jose (Sat Apr 24 13:36: 13 CDT 2010) Thank you for patienly waiting.
STeve_ (Sat Apr 24 12:36: 02 CDT 2010) The Digital choice package has been on our bill for over a year because I WANT THESE CHANNELS
Jose (Sat Apr 24 13:36: 39 CDT 2010) Can you please verify to me the complete name on the account that you provided.
STeve_ (Sat Apr 24 12:36: 52 CDT 2010)
(name on account here)
Jose (Sat Apr 24 13:37: 39 CDT 2010) Thank you for that information.
Jose (Sat Apr 24 13:38: 35 CDT 2010) Im so sorry for the earlier billing information that I provided, I was basing my explanation from the account of Steve Poe.
Jose (Sat Apr 24 13:39: 15 CDT 2010) Thank you for patienly waiting.
Jose (Sat Apr 24 13:39: 27 CDT 2010) The monthly rate is 119.94.
STeve_ (Sat Apr 24 12:40: 07 CDT 2010) OK, now do you see the Digital choice package?
Jose (Sat Apr 24 13:41: 23 CDT 2010) Let me type what service I can see on the account.
Jose (Sat Apr 24 13:41: 36 CDT 2010) Standard cable = 52.99
Jose (Sat Apr 24 13:41: 56 CDT 2010) Digital choice = 12
Jose (Sat Apr 24 13:42: 29 CDT 2010) hd box = 10
Jose (Sat Apr 24 13:42: 53 CDT 2010) Internet service = 44.95
Jose (Sat Apr 24 13:43: 03 CDT 2010) That is all what I can see.
STeve_ (Sat Apr 24 12:43: 06 CDT 2010) Correct, so what is digital choice?
Jose (Sat Apr 24 13:44: 31 CDT 2010) For digital choice, you can access some hd channels.
Jose (Sat Apr 24 13:44: 42 CDT 2010) For digital choice, you can access some hd channels.
STeve_ (Sat Apr 24 12:44: 59 CDT 2010) What HD channels? Just to be sure here
Jose (Sat Apr 24 13:46: 15 CDT 2010) Let me check.
Jose (Sat Apr 24 13:48: 32 CDT 2010) Thank you for patienly waiting.
Jose (Sat Apr 24 13:48: 34 CDT 2010) 919 CNN HD 921 Golf Channel HD 922 Comcast SportsNet HDTV 923 ESPN HD 924 ESPN2 HD 925 TNT in HD 926 TBS HD 929 Lifetime Movie Network HD 930 Disney Channel HD 931 ABC Family HD 934 Animal Planet HD 935 HD Theater 936 Discovery HD 937 Universal HD 938 Syfy HD 939 USA HD 940 A&E HD 941 History HD 942 HGTV HD 943 Food Network HD 944 TLC HD
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