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Customer service rep at Comcast told me to restart my router 3 times before they'd help
Called Comcast support last week because my internet kept dropping every 10 minutes for 2 days. The guy on the phone insisted I unplug the router, wait 30 seconds, plug it back in. I told him I already did that 5 times. He said do it 3 more times and call back. I did it and obviously nothing changed. Called back to a different person who actually looked at my account in 2 minutes and found a signal problem on their end. Fixed it remotely while I was on the phone. So yeah, the first guy's advice was a complete waste of my time. Has anyone else had to jump through ridiculous hoops like this before getting actual help?
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keithbennett5d ago
I saw a thread on Reddit a while back where people were sharing their Comcast horror stories and it was basically a novel at that point. One guy said he had to read off a serial number from the back of his modem like 5 times before they believed he was the account holder. It's like they have a script and they have to make you follow it no matter how stupid it is before they can do their actual job. Your situation sounds exactly like that, where they make you jump through hoops just to prove your internet is actually broken. Makes you wonder how many people just give up and deal with bad service instead of calling back to get someone competent.
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sageallen5d ago
Actually I kinda see it from the other side here... those first line reps aren't really allowed to do much more than the script, it's not like they're trying to waste your time on purpose. They probably get yelled at if they skip a step and then the problem turns out to be something simple like a loose cable. Yeah it's annoying as heck but I've been in that spot where I call about something and the person on the other end has to follow a list of things even if I already tried them. The real problem is the system itself, not the guy reading off a screen... they train people to be robots instead of letting them listen and think.
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