12/2/13 XFINITY Chat

CHAT ID: 0A4CDC5C-38DB-4A1F-9C46-F0C7897A7EED

Problem : Internet w as slow here
> My Issue: Internet w as slow here
Erick Vincent > Hello JIM, Thank you for contacting Comcast Live Chat Support. My name is Erick Vincent. Please give me one moment
to review your information.
> Hello Jim
Erick Vincent > My pleasure to have you on this chat. I hope your day is going w ell!
> I meant Erick**
> no it not
Erick Vincent > Jim, I understand that you have a slow internet speed from your end. Correct?
> w e did and it still not 100% but it steady
Erick Vincent > My apologies if you are not getting the speed you are paying for. I know how important it is to have the speed w e
signed up for. How ever, your chat is routed to my department w hich supports billing issues only. No w orries, I can transfer this chat to
my partners in Technical department so they can further troubleshoot it for you.
> no
> w hy w ould you need to do that?
Erick Vincent > This is to make sure that you are getting the speed you are paying for.
Erick Vincent > No problem w ith me at all if you do't w ant to be transferred.
> it fine I don't need too
Erick Vincent > Just to set proper expectation, I am able to help you w ith your Billing concerns only.
> it a nationw ide issue here
> outage number OE035518037
Erick Vincent > How do you w ant me to proceed?
> there the outage number :P
Erick Vincent > Thank you for providing me the outage number.
Erick Vincent > Are you trying to get a credit for the number of days you do not have service?
> I don't know
Erick Vincent > Alright, could you tell me w hat's the main reason w hy you chat in?
Erick Vincent > The outage id has been attached to your account.
> just to see w hat I could get out of this outage
> never had anything before from Comcast they alw ays w anna give me $5 for w hen I pay $120 a month alone for the Internet
Erick Vincent > Oh! you w ill definitely be getting a credit in to your bill w hen this outage is fixed. Just make sure to keep the outage id
so w e can provide the exact credit amount in to your bill.
> it fixed over here
Erick Vincent > Do you w anted
Erick Vincent > Do you w anted
Erick Vincent > Do you w anted
Erick Vincent > Do you w anted
Erick Vincent > Do you w anted
Erick Vincent > Do you w anted
Erick Vincent > Sorry for the typo. Please disregard that last message.
Erick Vincent > Do you mean your outage has been fixed and you w anted a credit applied to your account now
> hold on
Erick Vincent > Sure, please take your time.
> I'm here
Erick Vincent > May i know how w as it going?
> you here?
Erick Vincent > I am here.
Erick Vincent > You w ere asking me to hold on as you check if the outage is fixed.
> it is
Erick Vincent > Alright, just to set proper expectation that once w e process the credit for today, w e w ill no longer be giving you a
credit adjustment for this outage.
> but I just w ant to know w hy I can never get a decent Credit from Comcast?
Erick Vincent > How do you
Erick Vincent > Sorry for the typo. Please disregard that last message.
Erick Vincent > Credits are calculated depending on your monthly rate divided by the number of days you do not have the service
multiplied by 30 days.
Erick Vincent > Credits are applied in a day to day rate.
Erick Vincent > Could you confirm how many days you w ere out of service so i can compare it here in our database?
> I'm here
> let me tell you a example okay?
> my friend lives in a Comcast/FiOS Area so w hen he has a internet problem w ith comcast he calls them up and they give him 3 months
of internet for free now I can't even get 1 month for free
Erick Vincent > We are offering free months of service for internet but a free 3 months of HBO subscription. But in your case, you do
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12/2/13 XFINITY Chat
not have cable tv service in the account.
> okay I'll take the free months of Internet
> I never have gotten this before
> but my friends have w ith Comcast w hen my neighbor had AT&T they didn't mind doing this
> Hello?

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