Notes

PAYMENT ARRANGEMENT


As a customer myself I would to help you restore the services today however since the system have verified that there was an unsuccessful payment arrangement it will not let us process another extension as we have reached the maximum days and amount of delinquency.

I know that you are on a situation right now and believe me, I am with you here as I am also a customer outside work and managing bills at home. If only I have the power and capability to extend your payment and restore your service, I won't hesitate to do so.

Hoping for your understanding. If only this is within my control, I will do it in a heartbeat. I am also a customer myself outside the office so I know how important this is. I just want to be transparent and ensure to resolve your issue without giving false information.

I certainly get your point and as much as I would like to help you get additional 2 days, our options are only limited and we only have payment arrangement that already been given to you. Another option that you can try is to speak with our collections team for a different payment plan.



TECHNICIAN VISIT
-------------------------------------------

As long as issue is from comcast end you will not be charged for the technician visit and the technician will let you know in advance if there are any
charges applicable . So if there is your consent then only he will proceed with troubleshooting.


I appreciate your patience and effort going through the necessary troubleshooting steps to fix this remotely. Initial investigation indicates that there could be an issue with the equipment, physical connections and/or network connectivity.
We have exhausted all our troubleshooting steps and found out that the box is still not responding to the signal; it may be with the signal interruption outside or the box itself and other connections.
I can schedule a technician who can come at your place and have this investigated and completely resolve this issue.

Please help me with the best contact number to scahedule the technician.

I am checking for the earliest availability of technician to fix this for you.



CABLE ISSUE


To power cycle your cable box, follow these steps:
1) Disconnect the power to the cable box by either unplugging the power cord from the wall outlet or from the back of the cable box.
2) Wait 10-15 seconds.
Reconnect the power to the cable box by either plugging the power cord back into the wall outlet or into the back of the cable box.
Please let me know if you see any picture on the TV screen.


I want to make sure we're working on the right equipment. Could you please provide the Serial Number of the cable box?

The serial number (also called the "SN" is found on a sticker at the back of or at the bottom of the box.

SOAK

As I have checked, the problem may not be with your device nor the line. The only thing that needs to be done is for us to investigate what's causing this issue. I will be creating an open ticket for our back office engineers to analyze the possible causes and resolve the issue remotely. We'll take care of this for you and will contact you within next 60 minutes on a priority basis.