user Nina_ has entered room
analyst Rizah has entered room
Rizah(Mon Mar 02 2009 11:56:40 GMT-0500 (EST))>Hello Nina_, Thank you for contacting Comcast Live Chat Support.
My name is Rizah. Please give me one moment to review your
information.
Nina_(Mon Mar 02 2009 11:56:42 GMT-0500 (EST))>Can you please reinstate my phone service
Rizah(Mon Mar 02 2009 11:56:42 GMT-0500 (EST))>How are you today?
Rizah(Mon Mar 02 2009 11:56:56 GMT-0500 (EST))>One moment please.
Nina_(Mon Mar 02 2009 11:56:58 GMT-0500 (EST))>A little annoyed. I've been home since 8:00 am waiting for phone
technician
Nina_(Mon Mar 02 2009 11:57:25 GMT-0500 (EST))>Now they tell me my phone service was cancelled. Please reinstate.
Does this REALLY require a service call?
Rizah(Mon Mar 02 2009 11:58:05 GMT-0500 (EST))>One moment. Let me check your account first.
Nina_(Mon Mar 02 2009 11:58:08 GMT-0500 (EST))>Phone number is 404-***-****...haven't had landline service for
over a week. Please reinstate
Rizah(Mon Mar 02 2009 11:58:52 GMT-0500 (EST))>Okay, may I are correct--
Nina_(Mon Mar 02 2009 11:58:56 GMT-0500 (EST))>Shoot
Thank you. I am now pulling up your address in our system.
Rizah(Mon Mar 02 2009 12:01:25 GMT-0500 (EST))>I am in the account now. May I have the last four digits of ssn
in the account for verification purposes.
Nina_(Mon Mar 02 2009 12:01:55 GMT-0500 (EST))>Mine is ****
Rizah(Mon Mar 02 2009 12:02:10 GMT-0500 (EST))>Thank you.
Nina_(Mon Mar 02 2009 12:04:21 GMT-0500 (EST))>OK, so please reinstate under my name ASAP
Rizah(Mon Mar 02 2009 12:04:38 GMT-0500 (EST))>Okay. I will add it now.
Nina_(Mon Mar 02 2009 12:05:31 GMT-0500 (EST))>We have the modem here for Internet and Cable...this shouldn't
require a service visit at all
Nina_(Mon Mar 02 2009 12:06:01 GMT-0500 (EST))>Can the whole account now be put in my name, as I have been paying
the bills all along?
Rizah(Mon Mar 02 2009 12:07:07 GMT-0500 (EST))>With regard to changing the name in the account to your name, you
will need to do this to our local outlet and bring a valid ID
together with your lease of agreement or title of ownership of
the house.
Nina_(Mon Mar 02 2009 12:07:31 GMT-0500 (EST))>OK, for today just give me my phone service back :-)
Rizah(Mon Mar 02 2009 12:07:44 GMT-0500 (EST))>Thanks.
Nina_(Mon Mar 02 2009 12:07:48 GMT-0500 (EST))>Where is nearest local outlet?
Rizah(Mon Mar 02 2009 12:09:58 GMT-0500 (EST))>One moment please.
Rizah(Mon Mar 02 2009 12:14:45 GMT-0500 (EST))>About the installation, I am going to add it for now without the
installation. As far as I know, there is a need for an
installation for this since the service has been cancelled.
If the phone still wont't work even if I already added it here,
it means that you will really need an installation for this service.
Rizah(Mon Mar 02 2009 12:14:50 GMT-0500 (EST))>Will that work for you?
Nina_(Mon Mar 02 2009 12:15:30 GMT-0500 (EST))>Just get me the quickest appointment you can...
Nina_(Mon Mar 02 2009 12:15:40 GMT-0500 (EST))>I can't really miss another 1/2 day of work
Rizah(Mon Mar 02 2009 12:15:52 GMT-0500 (EST))>Okay.
Nina_(Mon Mar 02 2009 12:16:01 GMT-0500 (EST))>There is still no dial tone
Rizah(Mon Mar 02 2009 12:16:22 GMT-0500 (EST))>One moment.
Rizah(Mon Mar 02 2009 12:17:35 GMT-0500 (EST))>May I know your phone number please?
Nina_(Mon Mar 02 2009 12:17:42 GMT-0500 (EST))>404-***-****
Rizah(Mon Mar 02 2009 12:17:51 GMT-0500 (EST))>Thanks.
Rizah(Mon Mar 02 2009 12:20:53 GMT-0500 (EST))>I am still here working on this for you.
Rizah(Mon Mar 02 2009 12:20:57 GMT-0500 (EST))>Thank you for waiting.
Nina_(Mon Mar 02 2009 12:21:12 GMT-0500 (EST))>OK
Rizah(Mon Mar 02 2009 12:22:52 GMT-0500 (EST))>Nina, I am getting an error because of the installation. The
account is not updated without it.
Nina_(Mon Mar 02 2009 12:25:22 GMT-0500 (EST))>so please, just schedule installation
Rizah(Mon Mar 02 2009 12:25:38 GMT-0500 (EST))>Yes.
Nina_(Mon Mar 02 2009 12:26:09 GMT-0500 (EST))>Can it be Saturday morning?
Rizah(Mon Mar 02 2009 12:26:22 GMT-0500 (EST))>Let me check.
Nina_(Mon Mar 02 2009 12:33:48 GMT-0500 (EST))>Rizah...any news?
Rizah(Mon Mar 02 2009 12:33:50 GMT-0500 (EST))>Thank you so much for waiting. It's just that I have been
encountering an error with the intstallation. Yes, the
installation can be done on Saturday.
Rizah(Mon Mar 02 2009 12:33:57 GMT-0500 (EST))>It is between 8-11am.
Nina_(Mon Mar 02 2009 12:34:01 GMT-0500 (EST))>OK perfect!
Rizah(Mon Mar 02 2009 12:34:00 GMT-0500 (EST))>How about that?
Nina_(Mon Mar 02 2009 12:34:08 GMT-0500 (EST))>Yes, book it please.
Nina_(Mon Mar 02 2009 12:34:17 GMT-0500 (EST))>And thanks. Are we finished?
Rizah(Mon Mar 02 2009 12:34:21 GMT-0500 (EST))>Great!
Rizah(Mon Mar 02 2009 12:34:25 GMT-0500 (EST))>I will reserve it for you now.
Rizah(Mon Mar 02 2009 12:34:35 GMT-0500 (EST))>Wait, I will give you your new phone number.
Nina_(Mon Mar 02 2009 12:34:55 GMT-0500 (EST))>New phone number? I don't want a new phone number. I want my
old one back PLEASE!!!
Rizah(Mon Mar 02 2009 12:35:35 GMT-0500 (EST))>Let me try if we can still use it.
Nina_(Mon Mar 02 2009 12:35:42 GMT-0500 (EST))>Please Rizah
Rizah(Mon Mar 02 2009 12:36:20 GMT-0500 (EST))>Good, it worked.
Rizah(Mon Mar 02 2009 12:36:32 GMT-0500 (EST))>Do have a home alarm system? We will need to note the order if
you do as the technician will need to work with the company
to ensure that your service is working correctly with the alarm
system.
Nina_(Mon Mar 02 2009 12:36:57 GMT-0500 (EST))>Don't worry about it
Rizah(Mon Mar 02 2009 12:37:05 GMT-0500 (EST))>Okay.
Rizah(Mon Mar 02 2009 12:37:19 GMT-0500 (EST))>May I know if you would like your phone number listed in the
phone book?
Nina_(Mon Mar 02 2009 12:37:26 GMT-0500 (EST))>Unlisted, please
Rizah(Mon Mar 02 2009 12:37:47 GMT-0500 (EST))>There is a $3 a month fee for that.
Rizah(Mon Mar 02 2009 12:37:56 GMT-0500 (EST))>Is that okay with you?
Nina_(Mon Mar 02 2009 12:38:07 GMT-0500 (EST))>No, please list the number in the phonebook then.
Rizah(Mon Mar 02 2009 12:38:30 GMT-0500 (EST))>Okay.
Rizah(Mon Mar 02 2009 12:38:33 GMT-0500 (EST))>May I know the number to call you on the day of installation
and the cross street to your home?
Nina_(Mon Mar 02 2009 12:38:50 GMT-0500 (EST))>Cross street is B****** Road. Number to call is 404-***-****
Rizah(Mon Mar 02 2009 12:39:09 GMT-0500 (EST))>Thank you. I will take note of that.
Rizah(Mon Mar 02 2009 12:41:02 GMT-0500 (EST))>We are now offering a Service Protection Plan for $1.50 a month.
Rizah(Mon Mar 02 2009 12:41:05 GMT-0500 (EST))>The plan covers for service calls like repair to Comcast wiring
(telephone, cable television, or internet), customer education
with respect to Comcast services and products, and or
identifying the source of a service problem.
Rizah(Mon Mar 02 2009 12:41:06 GMT-0500 (EST))>Would you like to have the Service Protection Plan added to
your account today?
Nina_(Mon Mar 02 2009 12:41:31 GMT-0500 (EST))>No
Rizah(Mon Mar 02 2009 12:41:44 GMT-0500 (EST))>Okay, no problem.
Nina_(Mon Mar 02 2009 12:42:37 GMT-0500 (EST))>Rizah, where is your call center based?
Rizah(Mon Mar 02 2009 12:42:54 GMT-0500 (EST))>I would like to tell you that you will be required to pay for
the installation fee upon installation. You will be able to pay
it to the technician through money order or check.
Rizah(Mon Mar 02 2009 12:43:02 GMT-0500 (EST))>It is $44.95.
Rizah(Mon Mar 02 2009 12:43:23 GMT-0500 (EST))>We are in Southeast Asia.
Rizah(Mon Mar 02 2009 12:43:51 GMT-0500 (EST))>Please have someone who is 18 or older available for the scheduled
date and time at the service address.
Nina_(Mon Mar 02 2009 12:44:39 GMT-0500 (EST))>Yes, I will be home.
Rizah(Mon Mar 02 2009 12:44:43 GMT-0500 (EST))>The installation is on the 7th, Saturday between 8-11am. Please
don't forget.
Nina_(Mon Mar 02 2009 12:45:23 GMT-0500 (EST))>I won't. Thank you Rizah. Just thought you might like to know that
in Atlanta we have 3" of snow on the ground. Very unusual for March.
Rizah(Mon Mar 02 2009 12:46:11 GMT-0500 (EST))>I am glad to know that.
Nina_(Mon Mar 02 2009 12:46:53 GMT-0500 (EST))>Are we finished now?
Rizah(Mon Mar 02 2009 12:47:12 GMT-0500 (EST))>Nina, the schedule has been changed between 11-2pm on Saturday.
Rizah(Mon Mar 02 2009 12:47:19 GMT-0500 (EST))>I hope that is fine with you.
Nina_(Mon Mar 02 2009 12:47:28 GMT-0500 (EST))>Argh... It will have to be.
Rizah(Mon Mar 02 2009 12:47:35 GMT-0500 (EST))>I just updated the account now since we are all done.
Nina_(Mon Mar 02 2009 12:48:00 GMT-0500 (EST))>Thank you Rizah.
Rizah(Mon Mar 02 2009 12:48:08 GMT-0500 (EST))>And the available time is now between 11-2pm.
Rizah(Mon Mar 02 2009 12:48:15 GMT-0500 (EST))>Oh, thank you for understanding.
Rizah(Mon Mar 02 2009 12:48:19 GMT-0500 (EST))>
Nina_(Mon Mar 02 2009 12:48:39 GMT-0500 (EST))>Goodbye.
Rizah(Mon Mar 02 2009 12:48:48 GMT-0500 (EST))>Here is your order confirmation number ***************
Rizah(Mon Mar 02 2009 12:49:04 GMT-0500 (EST))>Please take note of that.
Rizah(Mon Mar 02 2009 12:49:26 GMT-0500 (EST))>Wait.
Rizah(Mon Mar 02 2009 12:49:34 GMT-0500 (EST))>To ensure that all customers receive their carriers of choice for
their telephone service, you need to complete Third Party
Verification. Please click on this link
https:********* and visit the verification Web site.
Rizah(Mon Mar 02 2009 12:49:37 GMT-0500 (EST))>You must complete all required fields on the form. If you do not
complete all required fields, Comcast Digital Voice will be unable
to complete your service request. The form will verify that you have
selected Comcast for all of your home calling needs: local,
international, across town, across country and worldwide.
Rizah(Mon Mar 02 2009 12:49:38 GMT-0500 (EST))>This simply means that you are choosing Comcast to be your provider
for all of your calling needs including in-state toll calls,
state-to-state long distance calls and any international calls you
may make. Local, local toll and long distance calls are included
in your package price.
Rizah(Mon Mar 02 2009 12:49:42 GMT-0500 (EST))>This is the last.
Rizah(Mon Mar 02 2009 12:49:56 GMT-0500 (EST))>I am sorry, I forgot about this earlier.
Nina_(Mon Mar 02 2009 12:50:04 GMT-0500 (EST))>OK....
Rizah(Mon Mar 02 2009 12:50:17 GMT-0500 (EST))>I only need the confirmation number after you fill our the form.
Rizah(Mon Mar 02 2009 12:50:23 GMT-0500 (EST))>Thanks a lot.
Nina_(Mon Mar 02 2009 12:50:39 GMT-0500 (EST))>Where is the form?
Rizah(Mon Mar 02 2009 12:50:57 GMT-0500 (EST))>You click the link.
Rizah(Mon Mar 02 2009 12:51:01 GMT-0500 (EST))>https://*********************
Nina_(Mon Mar 02 2009 12:52:30 GMT-0500 (EST))>OK, I've filled it out.
Rizah(Mon Mar 02 2009 12:52:30 GMT-0500 (EST))>Let me know if you are done.
Rizah(Mon Mar 02 2009 12:52:49 GMT-0500 (EST))>Do you have the confirmation number?
Nina_(Mon Mar 02 2009 12:53:04 GMT-0500 (EST))>Yes, I printed the page out.
Rizah(Mon Mar 02 2009 12:53:16 GMT-0500 (EST))>May I have it please?
Nina_(Mon Mar 02 2009 12:53:39 GMT-0500 (EST))>****************
Rizah(Mon Mar 02 2009 12:53:49 GMT-0500 (EST))>Thank you so much.
Rizah(Mon Mar 02 2009 12:53:50 GMT-0500 (EST))>We are all set. Is there anything else that I can assist you with?
Nina_(Mon Mar 02 2009 12:54:08 GMT-0500 (EST))>I think we're done. I'm off to work.
Rizah(Mon Mar 02 2009 12:54:19 GMT-0500 (EST))>Okay.
Rizah(Mon Mar 02 2009 12:54:26 GMT-0500 (EST))>Take care!
Rizah(Mon Mar 02 2009 12:54:34 GMT-0500 (EST))>Thank you for choosing comcast. Please do not hesitate to chat
with comcast again. Have a great day!
Rizah(Mon Mar 02 2009 12:54:46 GMT-0500 (EST))>I will be closing the window now to assist another customer.
Rizah(Mon Mar 02 2009 12:54:50 GMT-0500 (EST))>Goodbye!
Rizah(Mon Mar 02 2009 12:55:00 GMT-0500 (EST))>Analyst has closed chat and left the room
analyst Rizah has left room