CONTACTS 
0201 - Comcast
020101 - Mr. Customer Assistant
020103 - Customer Support Department

SUBJECTS
Comcast Telephone Internet Television Long Distance Consolidate Serv

1103 -
1103 -    ..
1104 - Summary/Objective
1105 -
110501 - Follow up ref SDS 1 0000, ref SDS 3 0000.
110502 -
110503 -
110504 -
110506 -  ..
1106 -
1107 -
1108 - Progress
1109 -
110901 - On 100826 Pam canceled cable service. ref SDS 3 0001
110902 -
110903 - On 060116 changed scope of service. ref SDS 2 UW5H
110905 -  ..
110906 - A few days ago, Ross canceled his AT&T telephone service and hired
110907 - Comcast for telephone, Internet, and television service.
110909 -  ..
110910 - Called Comcast.  The company does not have telephone service at this
110911 - time of night.  Used a realtime typing session to consider a current
110912 - offer for new customers....
110914 -         ..
110915 -        Starter XF Triple Play Comcast
110916 -
110917 -
110918 -              https://www.comcast.com/shop/buyflow2/productsexisting.cspx?Inflow=1
110920 -  ..
110921 - Received letter from Jessica with transcript of the call...
110922 -
110923 -    1.  Subject: Chat transcript you requested
110924 -        Date: Sat, 11 Sep 2010 23:57:48 -0700
110928 -         ..
110929 -    2.  Reference Number 755563003754826371
110931 -         ..
110932 -    3.  Your chat transcript
110934 -         ..
110935 -    4.  This is an automated email. Please do not respond to this email address as it
110936 -        does not accept incoming email.
110938 -         ..
110939 -    5.  Jessica: Hi, I'm a live Comcast product specialist. Would you like my help
110940 -        checking out?
110942 -         ..
110943 -    6.  Jessica: Just type your question below.
110945 -         ..
110946 -    7.  You: Please clarify scope of $99 for 24 months offer?
110948 -         ..
110949 -    8.  Jessica: That's not a problem. I'll be more than happy to
110950 -        provide you information about our triple Play bundles.	
110952 -         ..
110953 -    9.  Jessica: Let's move this chat and make it a window of its own.
110954 -        That way, you'll still see this web page while we chat.  Please
110955 -        click 'Move Chat Window' to move it now.	
110957 -         ..
110958 -   10.  You: Okay did that.
110960 -         ..
110961 -   11.  Jessica: Thank you for moving the chat.
110963 -         ..
110964 -   12.  Jessica: Just to check before we move on, are you a current
110965 -        Comcast customer or have you had Comcast service within the
110966 -        last 120 days?	
110968 -         ..
110969 -   13.  You: My wife Millie had the account, but she died, so I have to
110970 -        open a new account.
110972 -         ..
110973 -   14.  Jessica: I'm sorry to hear that.
110975 -         ..
110976 -   15.  Jessica: Our Starter XF Triple Play is $99.99 per month for the
110977 -        first 24 months.
110979 -         ..
110980 -   16.  Jessica: After the first 24 mon hs, you can continue to enjoy
110981 -        our Starter XF Triple Play for $114.99 per month for another
110982 -        25-36 months.
110984 -         ..
110985 -   17.  You: What is provided for $99 per month? Does this include
110986 -        television, Internet, and telephone service?
110988 -         ..
110989 -   18.  Jessica: Our Starter XF Triple Play package includes our
110990 -        Digital Starter cable, Performance High-Speed Internet (up to
110991 -        15 Mbps with PowerBoost) and Comcast Unlimited Digital Voice
110992 -        service.
110994 -         ..
110995 -   19.  Jessica: We offer this bundle to new customers who currently do
110996 -        not have any Comcast services and want to subscribe to all
110997 -        three at the same time.
110999 -         ..
111000 -   20.  You: So, can I buy this, and does it include the Yes network
111001 -        for Yankees games?  Where is the scope listed on specific
111002 -        channels included?  Does it include long distance service?
111003 -        Does Comcast handle canceling AT&T service, and do I keep my
111004 -        existing email address?
111006 -         ..
111007 -   21.  Jessica: Here's a link to a new window where you can review the
111008 -        channel line up.  Please Click Here to see the page.
111009 -
111010 -              http://www.comcast.com/Customers/Clu/ChannelLineup.ashx?lid=4ProgrammingChannelLineups&lpos=Nav
111012 -  ..
111013 - There is nothing in the channel line up Internet page described as a
111014 - "Sarter XF Triple Play."
111016 -  ..
111017 - Discussion with Jessica continues...
111018 -
111019 -   22.  Jessica: Unfortunately, Yes Network in not included in the
111020 -        channel line up of the cable service that comes along with this
111021 -        package.
111023 -         ..
111024 -   23.  Jessica: As for the phone service, you can take advantage of
111025 -        unlimited local and Nationwide long-distance calling for one
111026 -        low rate.
111028 -         ..
111029 -   24.  You: Does $99 cover the phone service, and how much extra for
111030 -        Yes?
111032 -         ..
111033 -   25.  Jessica: Yes, the Starter XF Triple Play package has phone
111034 -        service.
111036 -         ..
111037 -   26.  Jessica: Unfortunately, I cannot quote the exact price of the
111038 -        channels.  No worries, our Order Entry Specialist at the end of
111039 -        this process can tell you exactly how much this channel cost/
111041 -         ..
111042 -   27.  You: If the $99 service is purchased, does Comcast take care of
111043 -        canceling AT&T, and maintaining current email address; and I
111044 -        assume you have to come out and configure cable service for
111045 -        Internet?
111047 -  ..
111048 - Actually, can use Earthlink email address to replace pacbell.net
111050 -  ..
111051 - There will be work to update SDS records on Internet, but don't have
111052 - to do them all.
111054 -  ..
111055 - Need to check with Earthlink and verify the address is still active,
111056 - since it has not been used for over 10 years.
111058 -  ..
111059 - Discussion with Jessica continues...
111060 -
111061 -   28.  Jessica: Unfortunately, you have to cancel your service with
111062 -        AT&T first before we can install service to your home.
111064 -         ..
111065 -   29.  You: How big a delay is there for having no telephone service;
111066 -        what is more important is how much delay without Internet and
111067 -        email service?  Do we keep the same email address?
111069 -         ..
111070 -   30.  Jessica: Unfortunately, you need to make a new email address
111071 -        for our service.  However, you can always put in your current
111072 -        email address as an alternate email address.
111074 -         ..
111075 -   31.  You: Okay. Thanks for your help. I review this offer and let
111076 -        you know.
111078 -         ..
111079 -   32.  Jessica: My pleasure. Is there anything else I can help you
111080 -        with today?
111082 -         ..
111083 -   33.  You: No thank you. You have been helpful.
111085 -         ..
111086 -   34.  Jessica:  Thank you for visiting Comcast today.  I hope you'll
111087 -        come visit us again soon.
111089 -         ..
111090 -   35.  Jessica: Have a great evening.
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