Comcast sucks

[Justin8649]

I apologize for posting this huge log, you guys can move this to Firebot if you think it is necessary.

This is a 15 minute chat that I just had with Comcast. I hope you guys can at least take this as a lesson to stay away from Comcast. Their customer service = retarded.

If you guys wish to share other stories, maybe with other companies, (to promote discussion) feel free to post.

analyst Irene.37672 has entered room

Irene.37672(Thu Jul 09 2009 20:49:45 GMT-0400 (Eastern Daylight Time))>

Hello Justin_, Thank you for contacting Comcast Live Chat Support. My name is Irene.37672. Please give me one moment to review your information.

Irene.37672(Thu Jul 09 2009 20:49:47 GMT-0400 (Eastern Daylight Time))>

I will be happy to assist you with your questions. By the way, I hope you are doing well today.

Justin_(Thu Jul 09 2009 20:49:59 GMT-0400 (Eastern Daylight Time))>

I'm good. How are you?

Irene.37672(Thu Jul 09 2009 20:50:30 GMT-0400 (Eastern Daylight Time))>

It is very nice to know that you are doing great.

Irene.37672(Thu Jul 09 2009 20:50:31 GMT-0400 (Eastern Daylight Time))>

I am fine. Thank you for asking.

Irene.37672(Thu Jul 09 2009 20:50:46 GMT-0400 (Eastern Daylight Time))>

I understand that you are having problems with some of your channels, I will be glad to assist you in finding a resolution to your concern today, Justin.

Irene.37672(Thu Jul 09 2009 20:50:57 GMT-0400 (Eastern Daylight Time))>

For verification and protection of your account, would you please verify your Driver's License Number?

Justin_(Thu Jul 09 2009 20:51:23 GMT-0400 (Eastern Daylight Time))>

Irene.37672(Thu Jul 09 2009 20:52:12 GMT-0400 (Eastern Daylight Time))>

Thank you.

Irene.37672(Thu Jul 09 2009 20:52:27 GMT-0400 (Eastern Daylight Time))>

What channels are you not able to received?

Justin_(Thu Jul 09 2009 20:52:52 GMT-0400 (Eastern Daylight Time))>

I recently upgraded to the premier package, and none of the "Cinemax" or "The Movie Channel" channels are available


Irene.37672(Thu Jul 09 2009 20:53:45 GMT-0400 (Eastern Daylight Time))>

I apologize for the inconvenience this may have caused you, Justin.


Irene.37672(Thu Jul 09 2009 20:54:00 GMT-0400 (Eastern Daylight Time))>

Are you receiving any error message on the screen?


Justin_(Thu Jul 09 2009 20:54:30 GMT-0400 (Eastern Daylight Time))>

They just say "Not Authorized" "To order ___ please call 4104279600"


Irene.37672(Thu Jul 09 2009 20:55:02 GMT-0400 (Eastern Daylight Time))>

I see.


Irene.37672(Thu Jul 09 2009 20:55:19 GMT-0400 (Eastern Daylight Time))>

May I put you on hold for a minute or two, while I check on your account?


Justin_(Thu Jul 09 2009 20:55:25 GMT-0400 (Eastern Daylight Time))>

Ok


Irene.37672(Thu Jul 09 2009 20:55:52 GMT-0400 (Eastern Daylight Time))>

Thank you.


Irene.37672(Thu Jul 09 2009 20:58:10 GMT-0400 (Eastern Daylight Time))>

Thank you for your patience, Justin.


Irene.37672(Thu Jul 09 2009 20:58:53 GMT-0400 (Eastern Daylight Time))>

Upon checking on the account, the only Premium channels that is included on the package is HBO, Starz and Showtime only.


Irene.37672(Thu Jul 09 2009 20:59:26 GMT-0400 (Eastern Daylight Time))>

Is there anything else I can help you with today? I am more than willing to help you out.


Justin_(Thu Jul 09 2009 20:59:42 GMT-0400 (Eastern Daylight Time))>

When I look on the "premier" package


Justin_(Thu Jul 09 2009 20:59:43 GMT-0400 (Eastern Daylight Time))>

It says


Justin_(Thu Jul 09 2009 20:59:44 GMT-0400 (Eastern Daylight Time))>

Includes HBO, Showtime, Starz and Cinemax, along with their multiplexes and On Demand libraries, plus the Sports Entertainment Package


Irene.37672(Thu Jul 09 2009 21:00:35 GMT-0400 (Eastern Daylight Time))>

Have you ordered your package through online shopping, via chat, by phone or at the local office?


Justin_(Thu Jul 09 2009 21:00:44 GMT-0400 (Eastern Daylight Time))>

Chat


Irene.37672(Thu Jul 09 2009 21:02:20 GMT-0400 (Eastern Daylight Time))>

I apologize but upon checking my resources online there is no Digital Premier for $59.99 per month which is your current package and via chat what we can give you are packages offered online.


Irene.37672(Thu Jul 09 2009 21:02:37 GMT-0400 (Eastern Daylight Time))>

The package that you currently have now is not available online.


Justin_(Thu Jul 09 2009 21:03:12 GMT-0400 (Eastern Daylight Time))>

Well when I talked to the person he said it was the Premier package


Irene.37672(Thu Jul 09 2009 21:05:07 GMT-0400 (Eastern Daylight Time))>

Yes, it is indeed a Digital Premier package but the package that you currently have right now include HBO, Starz and Showtime only.


Justin_(Thu Jul 09 2009 21:05:30 GMT-0400 (Eastern Daylight Time))>

lol...So there are different packages with the same name?


Justin_(Thu Jul 09 2009 21:05:37 GMT-0400 (Eastern Daylight Time))>

That doesn't seem like a good idea


Irene.37672(Thu Jul 09 2009 21:05:46 GMT-0400 (Eastern Daylight Time))>

Yes, that is correct.


Justin_(Thu Jul 09 2009 21:06:02 GMT-0400 (Eastern Daylight Time))>

Because when I got Digital Premier


Justin_(Thu Jul 09 2009 21:06:09 GMT-0400 (Eastern Daylight Time))>

I assumed I would get what the website shows as Digital Premier


Justin_(Thu Jul 09 2009 21:06:18 GMT-0400 (Eastern Daylight Time))>

Not some imaginary package that isn't listed anywhere


Irene.37672(Thu Jul 09 2009 21:06:57 GMT-0400 (Eastern Daylight Time))>

There are Digital Premier package that has only three available Premium channels and there are also Digital Premier package that has five available Premium channels.


Irene.37672(Thu Jul 09 2009 21:07:46 GMT-0400 (Eastern Daylight Time))>

Upon checking online the Digital Premier which is under promotional rate that you are looking right now is available for new customers only of Comcast.


Justin_(Thu Jul 09 2009 21:08:11 GMT-0400 (Eastern Daylight Time))>

So where in the world is the imaginary one


Irene.37672(Thu Jul 09 2009 21:08:11 GMT-0400 (Eastern Daylight Time))>

Would you like to upgrade your service right now?


Justin_(Thu Jul 09 2009 21:08:19 GMT-0400 (Eastern Daylight Time))>

I already upgraded it


Justin_(Thu Jul 09 2009 21:08:38 GMT-0400 (Eastern Daylight Time))>

I upgraded to Digital Premier..and I only see 1 Digital Premier online


Irene.37672(Thu Jul 09 2009 21:09:32 GMT-0400 (Eastern Daylight Time))>

Online packages differs from what the local office is offering in their market. Also, if you order it by phone they have different package to offer.


Irene.37672(Thu Jul 09 2009 21:09:42 GMT-0400 (Eastern Daylight Time))>

Not all packages can be seen online.


Irene.37672(Thu Jul 09 2009 21:09:45 GMT-0400 (Eastern Daylight Time))>

Is there anything else I can help you with today? I am more than willing to help you out.


Justin_(Thu Jul 09 2009 21:10:18 GMT-0400 (Eastern Daylight Time))>

So where do I find the channel lineup for this package I have


Justin_(Thu Jul 09 2009 21:10:23 GMT-0400 (Eastern Daylight Time))>

He told me I was getting Digital Premier


Justin_(Thu Jul 09 2009 21:10:28 GMT-0400 (Eastern Daylight Time))>

and gave me a link to my channel lineup


Justin_(Thu Jul 09 2009 21:10:37 GMT-0400 (Eastern Daylight Time))>

It has all of the channels on it


Justin_(Thu Jul 09 2009 21:11:20 GMT-0400 (Eastern Daylight Time))>

Why would I be given a link to a channel lineup that has channels I'm not supposed to have


Irene.37672(Thu Jul 09 2009 21:13:53 GMT-0400 (Eastern Daylight Time))>

Digital Premier channel lineup contains all the channels that are available in your area but since that your package only includes the three Premium channels, you will not be able to view Cinemax and The Movie Channel.


Justin_(Thu Jul 09 2009 21:14:22 GMT-0400 (Eastern Daylight Time))>

Where does it say that


Justin_(Thu Jul 09 2009 21:14:29 GMT-0400 (Eastern Daylight Time))>

The title bar says


Justin_(Thu Jul 09 2009 21:14:36 GMT-0400 (Eastern Daylight Time))>

Baltimore - My channel lineup


Justin_(Thu Jul 09 2009 21:14:40 GMT-0400 (Eastern Daylight Time))>

that is my area


Justin_(Thu Jul 09 2009 21:14:42 GMT-0400 (Eastern Daylight Time))>

so it should be my lineup


Irene.37672(Thu Jul 09 2009 21:16:44 GMT-0400 (Eastern Daylight Time))>

Justin, to avoid any confusion, there is Digital Premier package that includes five Premium channels and there are Premier package the only includes three Premium channels. In your case the only available Premium channels that you have ordered is HBO, Starz and Showtime that does not include The Movie Channel and Cinemax.


Irene.37672(Thu Jul 09 2009 21:16:45 GMT-0400 (Eastern Daylight Time))>

Is there anything else I can help you with today? I am more than willing to help you out.


Justin_(Thu Jul 09 2009 21:17:04 GMT-0400 (Eastern Daylight Time))>

That doesn't avoid confusion


Justin_(Thu Jul 09 2009 21:17:08 GMT-0400 (Eastern Daylight Time))>

You are the only person telling me that


Justin_(Thu Jul 09 2009 21:17:12 GMT-0400 (Eastern Daylight Time))>

It is nowhere else


Justin_(Thu Jul 09 2009 21:17:20 GMT-0400 (Eastern Daylight Time))>

I can tell you that I see the Great Pumpkin


Justin_(Thu Jul 09 2009 21:20:00 GMT-0400 (Eastern Daylight Time))>

I can't believe this is so difficult. Every customer service oriented company follows what is displayed on their web sites


Irene.37672(Thu Jul 09 2009 21:21:08 GMT-0400 (Eastern Daylight Time))>

I apologize for the inconvenience this may have caused you, Justin.


Justin_(Thu Jul 09 2009 21:21:18 GMT-0400 (Eastern Daylight Time))>

Even the other customer service rep, Rey#### gave me a link to my channel lineup


Justin_(Thu Jul 09 2009 21:21:25 GMT-0400 (Eastern Daylight Time))>

Which says Baltimore - My channel lineup


Justin_(Thu Jul 09 2009 21:21:38 GMT-0400 (Eastern Daylight Time))>

And it shows all of the channels, including Cinemax.


Irene.37672(Thu Jul 09 2009 21:22:16 GMT-0400 (Eastern Daylight Time))>

Would you like to change your cable package to the Digital Premier that you are available online which is $125.00 per month?


Justin_(Thu Jul 09 2009 21:22:21 GMT-0400 (Eastern Daylight Time))>

omg


Justin_(Thu Jul 09 2009 21:22:57 GMT-0400 (Eastern Daylight Time))>

Are you serious? The guy gave me Digital Premier, gave me a link to my channels, and now that I don't have all of the channels I'm supposed to have, you expect me to upgrade to something I'm already supposed to have?


Irene.37672(Thu Jul 09 2009 21:24:07 GMT-0400 (Eastern Daylight Time))>

Justin you do not have Cinemax and The Movie Channel on your account, if you would like to view those channel I would suggest you to upgrade your service. Would you like me to process it now for you?


Justin_(Thu Jul 09 2009 21:24:28 GMT-0400 (Eastern Daylight Time))>

Is there somebody I can chat with that can read what I am typing?


Justin_(Thu Jul 09 2009 21:24:49 GMT-0400 (Eastern Daylight Time))>

This is ridiculous...


Justin_(Thu Jul 09 2009 21:25:09 GMT-0400 (Eastern Daylight Time))>

Where is Rey#####


Irene.37672(Thu Jul 09 2009 21:26:09 GMT-0400 (Eastern Daylight Time))>

I understand your frustration. But, there are lots of service representative here.


Irene.37672(Thu Jul 09 2009 21:27:47 GMT-0400 (Eastern Daylight Time))>

The thing is the previous representative just process three Premium channels on your account. What I can offer you is the packages and promotions offered online, would you like me to process your change of service?


Justin_(Thu Jul 09 2009 21:28:11 GMT-0400 (Eastern Daylight Time))>

This is like me buying a 5 bedroom house and then after I sign the contract they come in and put TNT in 2 of the bedrooms and wipe them off of the face of the Earth.


Irene.37672(Thu Jul 09 2009 21:30:09 GMT-0400 (Eastern Daylight Time))>

I understand where you are coming from. You may have the options to get in touch with the local office in your area if they are offering Digital Premier which includes the five Premium channels for a better price that what is seen online. Would you like me to provide you the details of the nearest local office in your area?

 

[Justin8649]

So shortly after that, I re-entered the chat hoping to win my battle.

Juan Paolo.24966 > Hello Justin_, Thank you for contacting Comcast Live Chat Support. My name is Juan Paolo.24966. Please give me one moment to review your information.
Juan Paolo.24966 > I will be more than happy to assist you today.
Juan Paolo.24966 > Hello, Justin.
Juan Paolo.24966 > I understand that you have problems with your cable service. I would be more than happy to help you resolve this issue.
Juan Paolo.24966 > For identification purposes, may I please have your account number?Juan Paolo.24966 > Thank you.
Juan Paolo.24966 > For security purposes, could you please verify the driver’s license number that is listed on the account?

Juan Paolo.24966 > Thank you.
Juan Paolo.24966 > Is there an error message appearing on your TV screen?
Justin_ > I recently upgraded to the Digital Premier package. However, I do not seem to be getting the Cinemax and Movie Channel channels
Justin_ > The screen says "Not Authorized"
Juan Paolo.24966 > Let me check on that for you.
Justin_ > Thanks
Juan Paolo.24966 > You are welcome.
Juan Paolo.24966 > Could you please give me a minute or two?
Justin_ > Sure
Juan Paolo.24966 > Thank you.
Juan Paolo.24966 > Thank you for patiently waiting.
Juan Paolo.24966 > The Digital Premier package will include HBO, Showtime, Starz and Cinemax for the premium channels. Let me add the product code for CInemax on your account now. The Movie Channel is not part of your cable package.
Justin_ > Ah
Juan Paolo.24966 > One moment, please. Let me add Cinemax on your package.
Justin_ > Thank you
Juan Paolo.24966 > You are welcome.
Juan Paolo.24966 > Thank you for patiently waiting.
Justin_ > It looks like it is working now.
Juan Paolo.24966 > I have added Cinemax on your package now.
Juan Paolo.24966 > By the way, please rate us on the quality of service that was given to you today. A three-question survey is available at the end of this chat when you click on "End Chat Session" button. Thank you.
Juan Paolo.24966 > Is there anything else I can assist you with today?
Justin_ > That's all. I appreciate your help!
Juan Paolo.24966 > You are welcome.
Juan Paolo.24966 > Thank you for contacting Comcast! We appreciate your business and hope that you will take a moment to complete the three-question survey that will follow our interaction. Your feedback will help to us continue to improve our services.
Juan Paolo.24966 > 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.com to help you reach a resolution independently.
Juan Paolo.24966 > To close this chat, please click the "End Chat Session" button at the top of your chat window. Have a great day!


See how easy that was for Juan? It took him 2 minutes and I gave him a good review. Irene wasted 15 minutes and received a bad review.

 

[SycoIceman]

Don't you just hate Comcast? We've had problems with them too; especially with our shoddy internet service, which, when it goes out, will also take out the phone too. =/ So I see where you're coming from, and I'd be really mad about it, too. When something like this starts happening, ask for the supervisor. That should help at least a little.

 

[TTS]

Pretty funny how different the responses were. "Irene" reminds me of SmarterChild, although not as verbose.

 

[robalo]

It also reminds me of various car-salespeople. They always try to pressure you into buying "bigger" and "better" packages with tons of features you'll never use.

 

[Firestorm]

Ah telecommunication companies. Every single one of them is a complete hit or miss when it comes to customer service. Got horror stories with Telus, Rogers, and Shaw here. Never dealt with Bell and never plan to.

 

[Nate]

Infuriating, isn't it?

The only time I've ever had good service from a cable company was when the first time. It's amazing how good efficient they are at taking your money. I would have given up after Irene, told her to cancel my package, and used a torrent site.

 

[CaptainKishimoto]

I should use the chat, since sometimes you get people (on the phone) who have very thick accents and you can't understand them =3 I had this one guy who literally fell asleep during our conversation, and I had to yell at him to wake him up. =/

 

[Force Majeure]

Comcast pisses me off quite a bit. I have their basic-ish cable, which is what most people have: ~65 channels.

A few months ago, they started phazing certain channels into their upper packages. I noticed when they got rid of the National Geographic Channel, which really pissed me off because I think it's much better than Discovery. About a month after this happened, I got a call from my mother, who has the same cable as me. It went something like this:

Mother: Chris? Is that you?
Self: Yep. What's up?
Mother: I turned on the TV and the Hallmark Channel isn't working!
Self: Well, maybe you should call the cable company....

At this point, I checked the Hallmark Channel, which happens to be #3. Sure enough, it was static.

Self: I think they cut it.
Mother: (sounding confused) Then how am I going to watch Murder, She Wrote?
Self: -_-

And that's how it goes. On the plus side, my boyfriend's parents got their cable cut a few months ago but they forgot to turn it off. Yay!

 

[Fabbles]

This is exactly why I switched from Comcast to Verizon. Whenever there would be a problem that would involve a Comcast person coming to my house they would either not show up or not know how to fix the problem.

So far, I have not had any problems with Verizon, even though they were abundant with Comcast in both the basic cable and HD packages.

 

[Ash Borer]

customer service is like this for every company. One microsoft rep couldn't help me for like an hour. One took two minutes and sent me a new controller.

 

[BRShooter]

I have Comcast, and my internet freezes over every 5-10 minutes. When Comcast's internet service is down, the home phones don't work.

It's Comcasstic: worst high-speed internet service ever.

 

[TTS]

Just had another Comcastic experience. One guy who it turns out was a liar, claiming things that were just untrue in an attempt to get us to buy more shit. Asked to be sent over to the disconnection department, and they managed to help us out and set us up with what we wanted.

Edit: Lol, and I got disconnected from the competent nice woman, called back, and finished the order with what sounded like a 65~ year old woman who smoked more than a freight train.

 

[BRShooter]

how depressing

my comcasstic internet froze up on me 5 times in a row while i had to sit through some long stupid video for drivers ed

 

[diinbong]

Yeah I have pretty bad experiences with tech support people..I just bought an mp3 player that clearly doesn't work at all but whenever I call I get this guy with a really strong accent who thinks I'm a woman and tells me a new solution to the problem...leaving it plugged in to the computer for 6 hours without use, trying it on a different computer, turning it off and trying again etc. The best answer I got out of him was that all the computers I owned were broken and that I should call back if I'm in need of further assistance!! And now I have to call about my internet not working. I don't know what I'm supposed to do since I don't have the receipt. Nice scamming idea, though, sell a line of broken items from an obscure brand and pretend they're the ones who're wrong!!

 

[Rayne Sylvan]

I was having a lot of trouble with my wireless router a few weeks back (It worked fine with only one computer connected, but as soon as a second tried to connect, the network fell apart), so I called Linksys for some help.

Four times.

Four three hour calls.

On the last one, the guy figured out that my router needed a firmware upgrade. But, the router wouldn't upgrade.

Until after I hung up, and tried to do the upgrade from Internet Explorer instead of Firefox. It never once occurred to the guy that I might not be using IE, so I had to figure out on my own what was wrong. =/

 

[TTS]

So, yeah, know how I scheduled shit with Comcast a few weeks ago? They quoted us on the phone for $120 -- $99 for the basic triple play, $15 for HBO(lol, dad), $6 for the modem + one cable box. They were supposed to come out today and set it up.

Turns out they never scheduled the installation, and the price they quoted was $20~ too low. Spent all of this morning waiting for the cable guy, who never came ~_~

At this point, fuck.. might call Verizon and see if they're offering anything around here. Can't be worse than Comcast.

 

[dachickens]

lol, I love the stark contrast between the two logs. Did you do the spacing on purpose (as in skipping lines for the long conversation and condensing the short one)?

This reminds me of my friend continuously complaining about his Comcast Internet crashing every so often last week.

 

[EeveeTrainer]

Actually, my Comcast experience has been amazing. I have been very pleased with their internet service for over 8 years. Even hosting a major NetBattle server using their service with no problems.

 

[Mike B]

Justin, to avoid any confusion,

I would have stopped talking to her right there. You have guts.

 

[Firestorm]

By the by, if we're listing bad customer service experiences, here's Dreamhost!

Unfortunately, I'm not sure what's causing the difference here,
however, we can't really provide support for custom scripting. Sorry
about that!


If you need anything else, please let us know.



Thanks!

Brian H

I'm moving the hell away to Fused Network after my 1 year of Dreamhost is up.

 

[Krul]

Justin_(Thu Jul 09 2009 21:28:11 GMT-0400 (Eastern Daylight Time))>

This is like me buying a 5 bedroom house and then after I sign the contract they come in and put TNT in 2 of the bedrooms and wipe them off of the face of the Earth.


Irene.37672(Thu Jul 09 2009 21:30:09 GMT-0400 (Eastern Daylight Time))>

I understand where you are coming from.

I laughed at that point. Being in Australia, I haven't yet been exposed to such companies. Our Internet sucks though (Well, mine does). $70 a month for 12GB usage, d/l at 150 kbps. There's worse, but I wish it was better.

 

[WaterBomb]

I had an interesting experience with Comcast myself:

On a Thursday back in March, my internet suddenly goes down. No warning, no lag preceding it, just poof it was gone. This is typical of Comcast, so I simply went and did something else for an hour and came back to check.

Still nothing.

At this point I decided they were probably doing some kind of server maintenance, so I turned my computer off and went out. The next day I got back on my computer and...

Still no internet.

At this point I called Comcast to find out what was going on. After a lengthy hold, I got to speak with a rep. I told him my problem, and he told me he'd send a technician out to the house to see what the problem is. I scheduled my appointment for the following Monday.

Monday rolls around and the tech shows up at the house. After speaking with him, he informed me that Comcast, on thursday, had installed a "filter" on the phone pole to apparently reduce crackle and static on the phone lines. He also informed me that this filter inherently blocks the internet for the whole street. I asked him how long it would have to be on there, and he said they should be out to remove it tomorrow. So I said ok, thanked him for his time, and went back inside.

Tuesday comes, most of the day passes, and still no internet. Figuring they had just not gotten to it that day, I waited til Wednesday, and eventually Thursday. With the internet still down, I called Comcast again to find out what was going on. The rep I spoke to knew absolutely nothing about this "filter" and could find no records of the work being done. I explained to him what the tech had told me on Monday, and he said he would send another tech out to fix the problem. I said ok, and made my appointment. The next available appointment was the following Tuesday, so again I waited...

Tuesday (12th day without internet) comes, and the tech shows up. After a conversation with him, I come to find out that he cannot remove the filter himself, and he must put in a work order for ANOTHER tech to come to actually remove the filter. When I told him I was confused about this procedure, he told me that "In order for the filter to be removed, comcast has to send out a tech to see it, then that tech must put in the work order for another tech to remove it." When I asked him why they couldn't just send the tech with the "removal capabilities" out in the first place, he told me that it was policy. So I asked him if he would put in the work order, and he said yes it should be finished and the filter removed by the next day. So once again I thanked him for his time, and went back inside.

Wednesday comes and goes...no internet.

Thursday comes and goes...no internet.

Becoming increasingly frustrated, I called Comcast again on Friday to inquire as to why the filter had not been removed yet. The rep I spoke to, of course, had no knowledge of any filter, and had no records of any tech or work order being put in for removal of such. I repeated to him what the tech had told me Tuesday, and he told me he would send another tech out to fix the problem. I told him to make sure the tech was authorized to remove the filter, and he said ok. The next appointment was Tuesday again, so I made it.

Tuesday comes, and the tech comes to the house, and I get the same story about he "isn't authorized to remove the filter and must refer someone else to do it". Not wanting to explode, I thanked the man for his time and went inside to call Comcast. I spoke to the rep on the phone, and said the following word for word:

if you guys don't get your proverbial SHIT together, I will be cancelling my service and taking my business elsewhere.

The rep scheduled another tech to come out to my house on Thursday.

Thursday comes (3 weeks without internet) and the technician arrives. I quickly realize he is the SAME TECH I SPOKE WITH THE MONDAY AFTER MY INTERNET WENT DOWN, and the same tech that installed the filter in the first place. He says he doesn't know why it took so long, because the filter only takes 1 day to do its job. He removes the filter in 5 minutes and my internet magically comes back on...

 

[Firestorm]

You went three weeks without internet? I'm a very patient person when it comes to customer service. I've been on the receiving end by working retail so I'm really polite when talking. But goddamn. If my internet is not working I will freak out. I was ready to chop off heads after one day of no internet.

 

[Eraddd]

Hot damn. 3 weeks. Should've went 3 days without it, then say your rant