Originally Posted by hergertr
I was promised that I wouldn't be billed for the time service was out. My next bill could be very interesting. Customer guarantees apparently don't apply to service when the cable is out.
I had three days of intermittent TV and Internet service last month.
Each day, during one of the intermittent outages, I called Comcast. On the first and third days, I got an outsourced (Convergys?) call center rather than a Comcast-staffed call center. In both instances, I clearly stated that I was calling to report an outage since my Internet, my TV, and my neighbor's TV all lost service at once. Both times, the agent's response was to immediately begin reciting steps to troubleshoot a cable modem. On both calls, I interrupted them and restated the problem. Then, and only then, would they confirm to me that there was, indeed, an outage in my area.
On the second day, when I called to report that the outages were continuing, the IVR system would not allow me to connect to an operator. It indicated that there was a known outage affecting my area, and that if I wanted to speak to an agent, I needed to wait until after my service was restored.
After my service stabilized, I made a fourth call to have my bill adjusted. Again, I got an outsourced call center rather than a Comcast-staffed call center. After repeating several times that I expected credit for all three days, the agent offered credit for first two, and finally three days.
I probably spent close to an hour, total, navigating the IVR system, on hold, and actually speaking to an agent over the course of the four calls. In the end, though, my bill (pre taxes/fees) was roughly 10% off, exactly where it ought to have been with a three day credit.