CONTACTS
0201 - Comcast
020101 - Mr. Customer Assistant
020103 - Customer Support Department
SUBJECTS
Comcast Telephone Service Fails Schedule Meeting 140618 Bill Owe $10
2503 -
2503 - ..
2504 - Summary/Objective
2505 -
250501 - Follow up ref SDS 81 0000. ref SDS 79 0000.
250502 -
250503 - Comcast rep repaired no dial tone problem by verifying configurations,
250504 - ref SDS 0 UY6X, and replacing outdated exterior system fittings.
250505 - ref SDS 0 HJ49
250506 -
250507 - [On 140809 0941 paid Comcast about $60 for service call
250508 - today. ref SDS 82 Y13G
250510 - ..
250511 - [On 170303 1610 same problem occurred after disconnecting
250512 - electrical cables in the office to vacuum the floor; found
250513 - this record explaining the solution, and saved money for
250514 - Comcast service ca.. ref SDS 85 GK4M
250515 -
250516 -
250517 -
250518 -
250519 -
250521 - ..
2506 -
2507 -
2508 - Background
2509 -
250901 - Background on Comcast services for account 8155400270740804 reported
250902 - on 110214 1910. ref SDS 18 SS5O
250904 - ..
250905 - Original rate of $128.51 for monthly communication services is listed
250906 - in the record ordering Comcast service, ref SDS 6 H13L The rate was
250907 - later changed to $115 per month, reported on 110125 0921, ref SDS 17
250908 - WZ4O
250910 - ..
250911 - On 110609 0849 Comcast made another billing mistake. ref SDS 22 UY6X
250912 - Contacted Comcast and entered into revised agreement reducing monthly
250913 - charges for all communication services to about $111. ref SDS 22 MQ6O
250915 - ..
250916 - On 111109 0800 Comcast agreed to provide HBO service for 3 months,
250917 - expiring on 120209, reported. 111109 1718, ref SDS 30 XP4N
250919 - ..
250920 - On 120109 0800 Comcast made billing mistakes charging $158, 120109
250921 - 0957, ref SDS 32 UY6X; after making corrections Comcast continued
250922 - making mistakes claiming agreement on 110609 expires on 120125, and so
250923 - proposed new agreement in the amount of $160 per month, reported on
250924 - 120109 0957. ref SDS 32 KG4O Since this conflicted with the
250925 - agreement, Comcast offered to increase the monthly charge to $144
250926 - instead of $160, shown on 120109 0957. ref SDS 32 SD8L Contacted AT&T
250927 - and got offer to provide comparable communication services for monthly
250928 - charge of $117, reported on 120109 0957, ref SDS 32 IO6O
250930 - ..
250931 - On 120116 1051 AT&T clarified offer to provide communication services
250932 - at same rate Comcast offered for comparable DTR, ref SDS 33 T59F;
250933 - called Comcast and entered revised agreement to continue current
250934 - communication services for monthly charge of $117.72, ref SDS 33 Z53M;
250935 - agreed to pay $128.04 on January invoice and due credit of $10.54 on
250936 - February invoice to reflect new agreement of $117.72, and in order to
250937 - avoid confusion in Comcast computer. ref SDS 33 6F94
250939 - ..
250940 - On 120118 0610 paid Comcast $128.04. ref SDS 34 EG8M
250942 - ..
250943 - On 120615 1424 AT&T offered to provide expanded communication
250944 - services including 2 digitl controllers rather than 1 currently
250945 - provided by Comcast. ref SDS 40 9M6F
250947 - ..
250948 - On 120620 changed agreement with Comcast to expand television services
250949 - and to continue Internet and telephone services for 12 months at the
250950 - rate of $112.65. ref SDS 41 LB8L This was confirmed in letter to
250951 - Comcast later that day. ref SDS 41 J47F
250953 - ..
250954 - On 120911 1502 Hector at AT&T offered again to provide comparable
250955 - communicaiton services for $117 per month, but increased rebate to
250956 - $400. ref SDS 45 LL8J
250958 - ..
250959 - On 130108 received letter from Comcast reporting account in good
250960 - standing. ref SDS 50 BN5H
250962 - ..
250963 - On 130308 1142 received letter from AT&T offering $400 rebate for
250964 - ordering communication services on television, Internet, telephone.
250965 - ref SDS 52 7L5N
250967 - ..
250968 - On 130711 2002 returned 2 Comcast cable controller/DVRs for deduction
250969 - on monthly charges of $27.00. ref SDS 60 4N5H
250971 - ..
250972 - On 130715 0454 submitted letter today updating account to new monthly
250973 - rate of $104.00. ref SDS 61 555J
250975 - ..
250976 - On 130731 1635 returned Comcast rented modem equipment for additional
250977 - deduction of $7 per month. ref SDS 64 XL6H
250979 - ..
250980 - On 130808 issued payment of $97 for Comcast communication services.
250981 - ref SDS 65 W84I
250983 - ..
250984 - On 130817 1731 Mary 5KV called and notified that Comcast may fail to
250985 - provide contracted communication services because customer has not
250986 - paid more than the agreed amount. ref SDS 66 SZ7N
250988 - ..
250989 - On 130828 the record shows Comcast failed to provide contracted
250990 - communication services. ref SDS 67 UY6X
250992 - ..
250993 - On 130912 entered new agreement to pay $117.33 per month for the next
250994 - year. ref SDS 70 Q134
250996 - ..
250997 - On 140617 Comcast telephone service failing. ref SDS 81 UY6X Comcast
250998 - shows customer owes $107 outstanding balance on account, evidently due
250999 - to miscommunication during meeting on 130912. ref SDS 81 866K
251000 - Scheduled meeting with Comcast service technician on 140618, to repair
251001 - telephone service. ref SDS 81 H356
251003 - ..
251004 - On 140618 Comcast repaired defective telephone system to restore dial
251005 - tone by replacing outdated fittings. ref SDS 0 HJ49
251006 -
251007 -
251008 -
251010 - ..
2511 -
2512 -
2513 - Progress
2514 -
251401 - Telephone Dial Tone Restored Replace Fittings and Reset Configuration
251402 -
251403 - Follow up ref SDS 81 UY6X, ref SDS 79 UY6X.
251404 -
251405 - Met with ....
251407 - ..
251408 - Junior Aniceto ID #141202
251409 - Communications Technician
251410 - 3055 Comcast Place
251411 - Livermore, CA 94551
251412 - 800 951 1665
251414 - ..
251415 - Junior discovered that phone cable was plugged into telephone port #2
251416 - rather than port #1, which is near the outside edge of the modem.
251417 -
251418 - [On 170303 1610 same problem occurred after disconnecting
251419 - electrical cables in the office to vacuum the floor; found
251420 - this record explaining the solution, and saved money for
251421 - Comcast service ca.. ref SDS 85 GK4M
251423 - ..
251424 - This only changed yesterday, performing test operations with Comcast
251425 - agent remotely, reported on 140617 0732. ref SDS 81 G83K
251427 - ..
251428 - He further discovered that line 2 was selected on the main telephone
251429 - in the computer room. He changed this by pressing the line #1 button
251430 - on the telephone console.
251431 -
251432 - [On 140809 0941 paid Comcast about $60 for service call
251433 - today. ref SDS 82 Y13G
251435 - ..
251436 - These changes restored dial tone on the telephone landline for
251437 - Comcast number...
251438 -
251439 - 925 849 4745
251441 - ..
251442 - Checked the remote telephone extensions in the other rooms. They all
251443 - have dial tones now.
251445 - ..
251446 - This problem may have occurred from vacuuming on 140608 1444.
251447 - ref SDS 80 G37J Somehow could have bumped the line #2 button,
251448 - thereby disconnecting line 1, and so caused all the telephones in the
251449 - house to disconnect.
251451 - ..
251452 - This analysis conflicts with the record of using the telephone daily
251453 - for at least 6 days, since 140608, until dial tone outage occurred.
251455 - ..
251456 - Junior checked outside fitting connections, and found they are
251457 - outdated.
251459 - ..
251460 - He feels this may have caused dial tone failures with intermittant
251461 - disruptions, i.e., inconsistent performance of the system.
251463 - ..
251464 - Junior removed the outdated fittings, and installed new fittings at
251465 - both the junction box near the streetside curb, and at the junction
251466 - box in the exterior utility closet next to the garage.
251467 -
251468 -
251469 -
251470 -
251471 -
251472 -
251473 -
251474 -
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2515 -
Distribution. . . . See "CONTACTS"