ser SURESH has entered room
analyst Niccoli has entered room
Niccoli: Hello SURESH_, Thank you for contacting Comcast Live Chat Support. My name is Niccoli. Please give me one moment to review your information.
SURESH_: My Issue: my speed is blast 105 but it won't go over 90
SURESH_: ok
SURESH_: its been an issue since i got blast
Niccoli: I'm glad you have reached me. How are you doing, Suresh?
SURESH_: ok
Niccoli: I understand that you are having slow Internet connection.
Niccoli: I acknowledge the importance of a fast and reliable Internet connection as I also use the Internet for streaming and online gaming. Rest assured, we'll check what's going on and come up with a resolution.
SURESH_: MeBurst vs SustainedTarget Comparison Date Average (Mbps) 22:00 90.16 20:00 90.14 18:00 87.48 16:00 89.64 14:00 90.44 12:00 89.89 11:00 88.72 10:00 89.31 09:00 87.86 08:00 90.51 07:00 90.93 06:00 89.82 04:00 89.27 02:00 90.24 00:00 89.38
SURESH_: never once i have got the advertised speed
SURESH_: since i got the service
Niccoli: Thank you for providing that information.
Niccoli: To better assist you, can I ask a few questions?
SURESH_: k
Niccoli: Thanks. Did you contact our Sales department to have the Extreme 105 speed added on your account?
SURESH_: i have blast 105
Niccoli: Are you on wireless or wired?
SURESH_: wired
SURESH_: the numers are from a sam knows router
SURESH_: from the fcc
SURESH_: they are acurate as the us government
Niccoli: Did you reset your device after the upgrade?
SURESH_: yes
SURESH_: i get 80 to 90
Niccoli: Upon checking your account, the code speed is Blast Tier. I'll reset the modem on my end
SURESH_: k
user SURESH_ has left room
user SURESH has entered room
Niccoli: Glad to have you back. Can you run another speedtest?
SURESH_: same thing
Niccoli: Upon checking, your account is still configured for Blast Tier speed. You would need to have a an Extreme105 code.
SURESH_: blast is 105
Niccoli: With this, I will connect you to our Sales Department to have the coded added
SURESH_: we have gone opver this multiplke times
SURESH_: read the memo for thwe time warner merger
Niccoli: I understand that. However, the Extreme 105 code should be added on your account first
SURESH_: ok
SURESH_: get me at 105
Niccoli: Please stay connected to the chat for the next available representative. Thank you for choosing Comcast for your entertainment needs.
Niccoli: Please wait, while the problem is escalated to another analyst
user SURESH has entered room
analyst Zerrudo has entered room
Waiting for response from Niccoli
analyst Niccoli has left room
Zerrudo: Welcome to Comcast sales department! I hope your day is well.
SURESH_: ok
user SURESH has entered room
analyst Zerrudo has entered room
SURESH_: i want blast 105
Zerrudo: Oh, I see here that you would like to have extreme 105 internet tier. Is this correct?
SURESH_: yes
SURESH_: 105 mbps
SURESH_: blast
Zerrudo: That is great!
Zerrudo: Suresh, we call the said internet tier is extreme 105 internet tier and blast is a different internet tier.
Zerrudo: While waiting, I would just like to share our goal is to provide you with a consistently superior customer experience. The Customer Guarantee lets youknow what you can and should expect from Comcast-and what we're doing to hold ourselves accountable every day. To learn more, please visit this link: http://comcast.com/Corporate/Customers/CustomerGuarantee.html?SCRedirect=true.
Zerrudo: I see you have logged into your account so there is no need for us to verify security thank you for doing that.
Zerrudo: Thank you for patiently waiting.
Zerrudo: Suresh, I see here that you only have internet service and that is blast internet tier with 50 mbps speed.
SURESH_: on the comcast page
SURESH_: to upgrade service
SURESH_: or add services
SURESH_: it shows blast 105
SURESH_: extreme 150
SURESH_: after i login in my account
SURESH_: u don't see that?
Zerrudo: Now, I see here that since you only have internet service, as much as I would like to upgrade your speed t blast to 105 mbps, we need to upgrade your package to blast speed up to extreme 105 mbps.
Zerrudo: I mean we need to upgrade your account to cable and internet bundle, Suresh.
Zerrudo: If you have only internet service, the account is not eligible for the speed upgrade.
SURESH_: http://www.pcmag.com/article2/0,2817,2456310,00.asp
SURESH_: in this press release
SURESH_: where does it say that
SURESH_: is cable tv not obselete
SURESH_: its just full of things you don't want
SURESH_: and theres no way to delete a channel from the cable box
SURESH_: ota i can delete phone i can delete internet i can delete
SURESH_: but i was never given the option to delete cable channels
SURESH_: why?
SURESH_: then why would i get something i don't want
Zerrudo: Suresh, actually, I am seeing here that you only have internet service with Comcast.
SURESH_: yes
SURESH_: internet is the only option
SURESH_: what else do you need?
Zerrudo: Suresh, base on the details and restriction, in order to avail the said speed up, we need to upgrade your account by adding cable service to your account.
SURESH_: why is that
SURESH_: show me somewhere where comcast states that
SURESH_: to qualify for upgrade you need a service you don't want
Zerrudo: This is one of the requirements to enjoy the free speed up.
SURESH_: where does it say that
SURESH_: not anywhere on comcast
SURESH_: website
SURESH_: you saying it could be your whimsical thinking
Zerrudo: We do have the restrictions here that says "Excluded Packages:Sure Price Double Play Packages without HBO and StreampixEconomy Plus and Internet PlusFull rate unpackaged (a la carte) two, three and four product packagesUnpackaged promotional two, three and four product packagesXFINITY Internet only"
SURESH_: but the fact is your slowing traffic down on purpose who don't have cable service
SURESH_: thats not even digitial
SURESH_: HD
SURESH_: where can i read that?
Zerrudo: I am so sorry I cannot provide you today the free speed upgrade however I am here to help you and provide you correct expectation about the details and restriction.
SURESH_: sure
SURESH_: show me the website
Zerrudo: It is not in our website however we do educate customers about the details and restriction.
SURESH_: where it shows me that
SURESH_: how do you do that if you don't have it in writing
SURESH_: doesn't education start with the pen
SURESH_: you always tested on what you know
SURESH_: i showed you where comcast stated blast is 105
SURESH_: even though u denied most of the tiem
SURESH_: than all sudden you said there are restrictions
Zerrudo: We do have a memo that we are following: "Beginning January 21, 2014 new customers ordering or existing customers upgrading to a qualified package will have the new speeds bolted on to their package using the Blast! and Extreme 105 offers.These offers will be added automatically for new customers or existing customers upgradingCurrent customers in qualifying packages can have their speeds upgraded when they contact us by bolting on the Blast! and Extreme 105 free offersCustomers will see their package and the free bolt-on on their statement until they are migrated to new packages on a future date"
Zerrudo: Suresh, it is really frustrating to have concern like this however I am here to provide you accurate information about the said upgrade.
SURESH_: so why not state the actual speed on the bill
SURESH_: instead of labeling it with words and hiding the speed
SURESH_: it should say blast 105
SURESH_: on the bill
SURESH_: and the price
SURESH_: why do they leave out the speed part?
SURESH_: if you are stating what is the so called truth
SURESH_: than they should list the speed on the bill
SURESH_: phone companies list how many minutes you have
SURESH_: internet is based on speed
SURESH_: and they never state the speed on the bill
SURESH_: so how is one supposed to be educated by comcast
SURESH_: if they leave out information?
Zerrudo: Suresh, on your statement, it just says that you have blast internet tier since the speed of the said internet package was discussed with you when you ordered your internet plan.
SURESH_: yes
SURESH_: they told me 105
SURESH_: pull the call
SURESH_: pull the agent
Zerrudo: Suresh, you can only avail the speed upgrade if you upgrade your package to double play with cable and internet.
Zerrudo: Regularly, you have blast internet tier with 50mbps speed.
SURESH_: thats not what they told me
SURESH_: the comcast agent from manilla told me 105
Zerrudo: I do apologize for that however I am here today to inform you the correct expectation that you have blast internet with the speed of 50mbps now if you upgrade it to cable and internet, only then you will avail and enjoy the 105 extreme free speed up.
now they want to add 480p tv to get 105 speed on the internet package
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