Comcast nuttiness

Once again, Comcast does SOMETHING and I’m without my broadband service for almost three days. This time my cable modem was “locked out” due to a security violation. Huh? When I called technical support about my outage almost three days ago, this is what the technician told me:

“You violated security that’s why you don’t have Internet access.”

When I asked for details (mainliy how) he couldn’t tell me anything. I said I wanted to avoid this in the future and his response.

“You violated secuirity. I’ll have to escalate your account. You should have service restored soon since this is an easy fix.”

That was almost three days ago. So when I call this morning to get the 411, another technician fixes the problem while I’m on the phone in 5 minutes. Is everyone on the same page there at Comcast technical support? I waited almost three for a 5 minute fix by a 1st levlel technician. Not 2nd Level or the mighty 3rd Level. But 1st Level. When I asked this 1st Level technician (Carlita) how I violated security, she told me that my cable modem configuration was corrupted thus causing a security violation which locked my account. She also added that it was their fault and I was credited back three days worth of service.

Simple and great customer service by Carlita. Why can’t it be like that all the time?

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