Monday, September 08, 2008

Comcast technical support: managed by dufuses?

Live Chat
Connected Status: Analyst Scott is here and your issue status is: working
Problem: I'm getting an error message that you don't have the amount due I'm trying to pay.

I'm getting an error message that you don't have the amount due I'm trying to pay.

Hello Rochelle_, Thank you for contacting Comcast Live Chat Support. My name is Scott. Please give me one moment to review your information.

Please give me a moment while I access your account information.

Are you trying to pay online?

Rochelle_(Mon Sep 08 2008 11:29:50 GMT-0700 (PDT))>



not sure how else I would get an error message.


There is also a pay-by-phone option.


I don't want to do that. I've been trying to use the online payment for months.


Now I'm getting an error.


I"ve never had trouble paying any other bills online


I understand that, I was just letting you know how else you could get an error code.



it's not a code, it's a javascript message


well not about javascript but it drops down from the screen which I assume is activated using js


We are currently having technical difficulties with our online billpay system. Our technicians are aware of it and are working on it. There is currently no estimated resolution time.


I am sorry for the inconvenience.


So if I ignore the message will my account get paid or not?


Not at this time. Please check back later.


oh good grief.


can I please be sent an email when the system is working again?


I'm sorry, I have no way of doing that.


I get lots of other email from Comcast


I'm sure there's a way for someone to type in my email address and hit "send" with a short message.


I understand. Unfortunately, I have no access to email.


Someone there does.


Put me on with them.

Rochelle_(Mon Sep 08 2008 11:37:07 GMT-0700 (PDT))>

you have internet access. I can give you my email.

Rochelle_(Mon Sep 08 2008 11:37:14 GMT-0700 (PDT))>

Otherwise how do you do this chat?

Scott(Mon Sep 08 2008 14:37:33 GMT-0700 (PDT))>

I have access to chat, but I do not have access to email.

Rochelle_(Mon Sep 08 2008 11:37:43 GMT-0700 (PDT))>

someone there does

Rochelle_(Mon Sep 08 2008 11:37:47 GMT-0700 (PDT))>

put me on with them, please

Scott(Mon Sep 08 2008 14:38:01 GMT-0700 (PDT))>

Just a moment, please.

Rochelle_(Mon Sep 08 2008 11:38:12 GMT-0700 (PDT))>

you're an internet service provider and you don't have email. Now I"ve heard everything.

analyst Scott has left room

Michael(Mon Sep 08 2008 14:40:06 GMT-0700 (PDT))>

How may I help you?

Rochelle_(Mon Sep 08 2008 11:40:32 GMT-0700 (PDT))>

I just want someone to let me know when your online bill payment is working.

Michael(Mon Sep 08 2008 14:41:26 GMT-0700 (PDT))>

If there is a problem with the server or the site, There is know way we can let you personally know when it will be back up.

Rochelle_(Mon Sep 08 2008 11:41:40 GMT-0700 (PDT))>

And why is that?

Rochelle_(Mon Sep 08 2008 11:42:18 GMT-0700 (PDT))>

I'm trying to give you guys my money. I guess they don't need it very much.,

Michael(Mon Sep 08 2008 14:43:25 GMT-0700 (PDT))>

I can take a payment here if you wish.

Michael(Mon Sep 08 2008 14:43:31 GMT-0700 (PDT))>

No charge,

Rochelle_(Mon Sep 08 2008 11:43:54 GMT-0700 (PDT))>

I'm 90% done entering all the info to pay online

Rochelle_(Mon Sep 08 2008 11:44:13 GMT-0700 (PDT))>

I'd like to complete it.

Rochelle_(Mon Sep 08 2008 11:44:42 GMT-0700 (PDT))>

The last three months I've tried to pay using an online system and ended having to pay some other way.

Rochelle_(Mon Sep 08 2008 11:44:49 GMT-0700 (PDT))>

is the system ever working?

Michael(Mon Sep 08 2008 14:45:05 GMT-0700 (PDT))>

I do understand but I can't tell you when it will be up.

Rochelle_(Mon Sep 08 2008 11:45:15 GMT-0700 (PDT))>

you haven't told me why.

Michael(Mon Sep 08 2008 14:47:55 GMT-0700 (PDT))>

Yes the system is up most of the time, I can't tell you when it will be up.

Rochelle_(Mon Sep 08 2008 11:48:20 GMT-0700 (PDT))>

But certainly someone can let me know when it's BACK up and working.

Rochelle_(Mon Sep 08 2008 11:48:36 GMT-0700 (PDT))>

You're an internet service provider and you cannot communicate with your customers?

Michael(Mon Sep 08 2008 14:49:45 GMT-0700 (PDT))>

I can't call you and personally let you know when it will be working. sorry.

Michael(Mon Sep 08 2008 14:49:50 GMT-0700 (PDT))>

Is there anything else I may do for you?

Rochelle_(Mon Sep 08 2008 11:50:04 GMT-0700 (PDT))>

How about an email.

Michael(Mon Sep 08 2008 14:50:45 GMT-0700 (PDT))>

I can't send you an Email either sorry.

Rochelle_(Mon Sep 08 2008 11:50:58 GMT-0700 (PDT))>

and why is that?

Michael(Mon Sep 08 2008 14:51:50 GMT-0700 (PDT))>

You will just have to check back in a couple of hours to see if the server is up.

Rochelle_(Mon Sep 08 2008 11:52:12 GMT-0700 (PDT))>

That's not very helpful.

Michael(Mon Sep 08 2008 14:52:43 GMT-0700 (PDT))>

That is all I can tell you.

Rochelle_(Mon Sep 08 2008 11:52:48 GMT-0700 (PDT))>

is there somewhere on your web site I can go to see if the server is up before I enter truckloads of information to pay my bill

Rochelle_(Mon Sep 08 2008 11:52:49 GMT-0700 (PDT))>


Michael(Mon Sep 08 2008 14:53:34 GMT-0700 (PDT))>

No am sorry, no.

Rochelle_(Mon Sep 08 2008 11:54:13 GMT-0700 (PDT))>

Then someone should send me an email letting me know your service is available. IF there was an internet outage they would do that wouldn't they?

Rochelle_(Mon Sep 08 2008 11:55:18 GMT-0700 (PDT))>

This is the error message, says nothing about a server being down:

Rochelle_(Mon Sep 08 2008 11:55:19 GMT-0700 (PDT))>

You are attempting to pay more than the current balance owed. If this is correct, select the OK button. If this is incorrect, select CANCEL and re-enter the payment.

*Note: If you are a new Comcast customer, you may be receiving this message because we do not currently have accurate information on your amount due. Please refer to your paper bill to confirm the correct amount and hit OK to continue.

Rochelle_(Mon Sep 08 2008 11:55:40 GMT-0700 (PDT))>

I'm not a new customer.

Rochelle_(Mon Sep 08 2008 11:55:50 GMT-0700 (PDT))>

I'm not attempting to pay more than what is owed.

Rochelle_(Mon Sep 08 2008 11:56:03 GMT-0700 (PDT))>

I'm concerned that my account is not lining up with the bill pay service.

Michael(Mon Sep 08 2008 14:56:38 GMT-0700 (PDT))>

When did you set up your on line payment?

Rochelle_(Mon Sep 08 2008 11:57:21 GMT-0700 (PDT))>

Hard to tell. Told me I had an invalid account, so I plugged in my acct. info instead of deleting the profile, then had to confirm it with the email

Michael(Mon Sep 08 2008 14:58:19 GMT-0700 (PDT))>

Did u recieve the confirmation.

Rochelle_(Mon Sep 08 2008 11:58:23 GMT-0700 (PDT))>


Rochelle_(Mon Sep 08 2008 11:58:27 GMT-0700 (PDT))>

it's activated

Michael(Mon Sep 08 2008 14:58:52 GMT-0700 (PDT))>

That was exactly when.

Rochelle_(Mon Sep 08 2008 11:59:15 GMT-0700 (PDT))>

shortly after Mon Sep 8 10:59:38 2008

Michael(Mon Sep 08 2008 15:00:44 GMT-0700 (PDT))>

Did the system let you log in?

Rochelle_(Mon Sep 08 2008 12:00:50 GMT-0700 (PDT))>


Rochelle_(Mon Sep 08 2008 12:04:33 GMT-0700 (PDT))>

still there?

Michael(Mon Sep 08 2008 15:05:31 GMT-0700 (PDT))>

Yes please log out and refresh your internet explorer.

Rochelle_(Mon Sep 08 2008 12:05:46 GMT-0700 (PDT))>

I'm not using IE

Michael(Mon Sep 08 2008 15:05:49 GMT-0700 (PDT))>

Delete you cashe

Rochelle_(Mon Sep 08 2008 12:05:58 GMT-0700 (PDT))>

tell you what I'll use Safari

Michael(Mon Sep 08 2008 15:06:00 GMT-0700 (PDT))>

And try to log back in?

Rochelle_(Mon Sep 08 2008 12:06:05 GMT-0700 (PDT))>

never logged in with that one

Michael(Mon Sep 08 2008 15:06:09 GMT-0700 (PDT))>

That is fine

Michael(Mon Sep 08 2008 15:06:40 GMT-0700 (PDT))>

That will be fine.

Rochelle_(Mon Sep 08 2008 12:08:15 GMT-0700 (PDT))>

I'm getting the same error.

Rochelle_(Mon Sep 08 2008 12:08:26 GMT-0700 (PDT))>

You are attempting to pay more than the current balance owed. If this is correct, select the OK button. If this is incorrect, select CANCEL and re-enter the payment.

Michael(Mon Sep 08 2008 15:11:08 GMT-0700 (PDT))>

one moment please

Michael(Mon Sep 08 2008 15:13:36 GMT-0700 (PDT))>

I can take that payment here if you wish.

Rochelle_(Mon Sep 08 2008 12:14:07 GMT-0700 (PDT))>

Am I getting the error message because of the server or because of my account?

Michael(Mon Sep 08 2008 15:14:57 GMT-0700 (PDT))>

The server is the most likely cause.

Michael(Mon Sep 08 2008 15:15:21 GMT-0700 (PDT))>

But I take a payment it will go directly to your account also

Rochelle_(Mon Sep 08 2008 12:16:33 GMT-0700 (PDT))>

i'd be more comfortable going through the web site

Michael(Mon Sep 08 2008 15:16:59 GMT-0700 (PDT))>

It will be just as secure.

Rochelle_(Mon Sep 08 2008 12:17:47 GMT-0700 (PDT))>

I just want it to work

Michael(Mon Sep 08 2008 15:18:09 GMT-0700 (PDT))>

I do understand

Michael(Mon Sep 08 2008 15:19:00 GMT-0700 (PDT))>

If you could please try it in about 4 hours. It should be up,

Rochelle_(Mon Sep 08 2008 12:19:13 GMT-0700 (PDT))>

I clicked "okay" instead of cancel and here's what's weird:

Rochelle_(Mon Sep 08 2008 12:19:20 GMT-0700 (PDT))>

Your Comcast account number: 8498300011542921
Amount due: $0.00

Michael(Mon Sep 08 2008 15:22:09 GMT-0700 (PDT))>

Your balance is :47.40 is due the end of the month.

Rochelle_(Mon Sep 08 2008 12:22:34 GMT-0700 (PDT))>

and that's what I"m trying to pay... if I hit 'authorize' what will happen?

Michael(Mon Sep 08 2008 15:23:12 GMT-0700 (PDT))>

It will process as a credit.

Rochelle_(Mon Sep 08 2008 12:23:47 GMT-0700 (PDT))>

so the server isn't down.

Michael(Mon Sep 08 2008 15:24:34 GMT-0700 (PDT))>

It must have been a glitch in the system but you got there.

Rochelle_(Mon Sep 08 2008 12:25:18 GMT-0700 (PDT))>

why would you tell me the server was down? should i try to authorize it?

Michael(Mon Sep 08 2008 15:26:05 GMT-0700 (PDT))>

Yes authorize

Rochelle_(Mon Sep 08 2008 12:27:46 GMT-0700 (PDT))>

okay I did, now if the server was down, how could that have processed?

Michael(Mon Sep 08 2008 15:28:01 GMT-0700 (PDT))>

I can '

Michael(Mon Sep 08 2008 15:28:47 GMT-0700 (PDT))>

I can't see what you do ? You give us information, an if it doesn't work the site could be down.

Rochelle_(Mon Sep 08 2008 12:29:10 GMT-0700 (PDT))>

but you don't know for sure? you don't make a phone call to another office?

Michael(Mon Sep 08 2008 15:29:40 GMT-0700 (PDT))>

But if you get in and it lets you process the payment it might have be a simple typing error.

Michael(Mon Sep 08 2008 15:29:48 GMT-0700 (PDT))>

Is there anything else I may do for you?

Rochelle_(Mon Sep 08 2008 12:29:53 GMT-0700 (PDT))>

no, it was no typing error.
You can tell how you know if the server is down or not.

Michael(Mon Sep 08 2008 15:29:58 GMT-0700 (PDT))>

If you could please, take a moment after this chat, to complete the survey. It has been my pleasure to serve you today. You can contact Comcast 7 days a week 24 hours a day, by calling 1800COMCAST or 1-800-266-2278, or here on the live chat. Have a geat day! Thank you for contacting Comcast Live chat support.

Michael(Mon Sep 08 2008 15:30:02 GMT-0700 (PDT))>

Analyst has closed chat and left the room

analyst Michael has left room

(he actually left the room before I got in "You can tell how you know if the server is down or not")


Blogger Fenway Fran said...

I recently had a similar go around with Alaska Air. I was trying to pay for a held reservation. It wouldn't let me. I spent an hour online with a tech trying all kinds of gyrations that made no sense. I finally gave up, and told him thanks but no thanks this wasn't working for me. It came to me in the middle of the night what the problem was. The next morning I went onto my husband's computer. I was able to complete the transaction before the fare expired. He has XP, I have VISTA. Damn you, Bill Gates.

8:33 PM  

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