Comcast Cares? – Edited

So, you know my computer problems are not resolved, but engineers are working on it. So, last night I chose to just relax and not work. Oops.

This morning my internet was down. Leon had to take what I would have done for him to the office to do later. (Yes, that is why the “Oops”.

I received errors that were beyond my knowledge, so I called Apple instead of Comcast after many tries to restart my modem etc. The errors told Apple it was a problem most likely with my modem, but he walked me through trying to restart it, and so forth, hoping I wouldn’t have to call Comcast (nice tech!).

I called Comcast and while on hold a message played about an outage in a nearby area, for them to try rebooting the computer, if that didn’t work stay on the line. I had been having trouble for months when the power went out with the modem not coming back up right away, so outage or not, I stayed on the line.

Had the nicest rep at Comcast and was told to trade out the modem, but would be at the least tomorrow before they could come to me. Their computer software was really slow and after about five minutes I told her not to try any more to find the address of the nearest service center for me to change it out myself. I’d have Leon look it up from work.

I twittered that my Comcast modem had crashed. Got a direct reply from Comcast Bill @ comcastcares asking for account information so he could assist me.

Now, I didn’t trust it, so didn’t respond, but noticed my cable modem had finally come back up. So, I called Comcast and another nice rep told me time the outage had affected our area (the first person said no), but he agreed I should go ahead and change out the modem, it should have never been that slow those other times. So, I asked about Comcast Bill in Philly. This employee had no clue what I was talking about.

So, if it is truly legit, their employees should be aware. I did, however, see remarks online that indicated they had gotten help, and that Comcast had a program like that.

Well, Comcast, if you do, that is great that you care, but how about caring enough that your employees know so they can verify you exist when we call?

Just a thought.

EDITED!!! NOTE: PLEASE, CHECK OUT THE COMMENT THAT FOLLOWS FROM COMCAST CARES. I HAD OBVIOUSLY MISSED THE NEWS ARTICLES ON IT. IF NOTHING ELSE, IT IS OBVIOUS THEY ARE PAYING ATTENTION, THEY FOUND BOTH MY TWITTER REMARKS AND THIS POST IN RECORD TIME. SO, APPARENTLY, COMCAST CARES.

So, hopefully, tomorrow Leon can take the modem to Comcast to trade it out so it doesn’t happen again and I can go back to normal, because I missed my Broadband when I didn’t have it, and luckily that has not happened often.

My thanks to Comcast Cares for responding.