After moving recently, my girlfriend and I decided to give Comcast another try as our ISP. Earlier today I logged into my account, and the website wouldn’t let me do anything because it wanted me to set up a PIN and a security question/answer. Now, any site that follows a policy of sanity provides a method of entering in such information. But not Comcast! No, the website would only give me the option of using their “live chat” with a representative. I didn’t want to do that, but whatever, how bad could it be? I’d just give them the info and be done.
HA! What follows is the transcript of my chat session, in spoiler tags because it’s so long. I only changed personal information. This took almost an hour to unfold.
[spoiler]analyst Joan has entered room
Joan: Hello GESancMan, Thank you for contacting Comcast Live Chat Support. My name is Joan. Please give me one moment to review your information.
GESancMan: My Issue: “In accordance with FCC regulations, Comcast requires you to enter your Security PIN and create a Security Question and Answer before you proceed. This will only take a few moments. Thank you.” Then it’s forcing me into this chat.
Joan: Welcome to Comcast Billing Department! How are you doing today?
GESancMan: Fine.
Joan: I am glad that you are doing well.
Joan: I understand that you have a log in issue.
GESancMan: No, it’s just telling me I need to update information.
Joan: I know how important it is to have an access onto your account.
Joan: I will check on your account and see what is there that needs to be updated.
GESancMan: ok.
Joan: For account security and quality assurance purposes, can you please verify with me the complete service address and last four SSN on the account.
GESancMan: 123 Main St #1, Anytown, USA, 11111. SSN is 1111.
Joan: Thank you so much!
Joan: Can you specify the apartment number, please? Also can you verify the account number? As your SSN was not listed here on my end.
GESancMan: Apartment # is 1. Account # 1111111111111111
Joan: Perfect!
Joan: Thank you so much for verifying the account.
Joan: GESancMan, I see here that you have a phone service being installed on 04/18.
GESancMan: I’d better not be. I did not order that.
Joan: Oh, what I mean is the phone equipment that is associated with your internet.
Joan: Since it requires pin without having the phone service.
Joan: We have to remove the pin for you.
GESancMan: Remove the pin? I don’t understand.
Joan: Let me explain. You have a phone modem that was associated with your internet service.
GESancMan: Ok.
Joan: That is the reason why your account needs to be updated as FCC needs a PIN to be set up.
GESancMan: Fine, can we just do that please?
Joan: Actually, the PIN was not really important as you only have an internet.
GESancMan: Then why is the web site making me do this?
Joan: So with this we need to connect your chat to our technical support team so they can remove the PIN for you.
GESancMan: Fine.
Joan: Will you be able to stay on hold as I connect you to them?
GESancMan: yes
Joan: Good.
Joan: Please stay connected to the chat for the next available representative. Thank you.
Joan: Please wait, while the problem is escalated to another analyst
analyst Mary has entered room
GESancMan: My Issue: “In accordance with FCC regulations, Comcast requires you to enter your Security PIN and create a Security Question and Answer before you proceed. This will only take a few moments. Thank you.” Then it’s forcing me into this chat.
analyst Joan has left room
analyst Joan has left room
Mary: I understand that you have problems with your account online.
Mary: I apologize for the inconvenience this has caused you.
Mary: I am here to provide you with excellent customer service today. Please be assured I will do my best to help you with your concern, GESancMan
GESancMan: I’d just like to enter whatever it is the website wants so I can view my account.
Mary: I understand. I know how important it is to be able to access and view your account online.
Mary: Did you use your Comcast User name to log in?
GESancMan: Yes. It’s asking for a pin and a security question and answer. Rather than just letting me enter these things, the site is forcing me into this chat. I’d just like to provide the info and be on my way.
Mary: I really apologize for that. Let me just open your account so I can take care of this for you right away.
GESancMan: Thank you.
Mary: You’re welcome.
Mary: GESancMan, I update the account on my end. Would you mind waiting for 3-5 minutes while I finish? I would really appreciate it.
GESancMan: Ok, fine.
Mary: Thanks.
Mary: While you are waiting why not check out Comcast Customer Central from either Comcast.com or Comcast.net and learn more about managing your account online. If you have any questions after we are finished, I’ll be more than happy to answer them for you.
Mary: Thank you for patiently waiting.
Mary: GESancMan, what is the user name you were using please?
GESancMan: <login>
Mary: Thanks.
Mary: I am almost done here.
Mary: I apologize for the wait being a little longer than expected.
GESancMan: No problem.
Mary: GESancMan, Everything is all good in my end. Kindly log out, then log back in to your account now.
GESancMan: Ok.
GESancMan: It still says “In accordance with FCC regulations, Comcast requires you to enter your Security PIN and create a Security Question and Answer before you proceed. This will only take a few moments. Thank you.” As before. When I click the update account button it says I need to “chat.” As before.
Mary: Thanks for checking.
Mary: Please log out from your account, refresh your browsers and log back in.
GESancMan: There’s no change.
Mary: Would it be fine If log in to your account and check the issue on my end?
GESancMan: Yes, fine.
Mary: I will need to reset your password and use the temporary one to log in, is that fine too?
GESancMan: Yes, go ahead.
Mary: Great. To safeguard your account, may I have the last 4 digits of your Social Security Number?
GESancMan: 1111
Mary: Oh, I mean the account number please.
GESancMan: 1111111111111111
Mary: Thank you very much for providing us all the information needed.
Mary: Thank you for waiting. I appreciate your patience, GESancMan.
Mary: I am really sorry because we are having tools issues here, however, we have already escalated the problem. You should be able to view your account within 24/72 hours.
GESancMan: Alright then.
Mary: The new password is : TubeBike3
Mary: Please change the password back to your old one now.
GESancMan: Ok, thanks.
Mary: You’re welcome, GESancMan.
Mary: I truly appreciate your understanding and cooperation.[/spoiler]
I’m still spinning as to what that was all about. Can’t they just ask me for the stupid PIN and question? What’s so difficult about that?