I also totally understand that my hours are backwards from the typical working hours. And that outages due to maintenance are more likely to happen during what I consider “working hours.” the last two days, calls from Comcast came notifying me that there would be outages. I am always SO grateful for that, because I can plan around that time. However, countless times before, I’ve lost service for hours and hours on end, only to call and get a recording that it was due to “planned maintenance in your area.”

PLEASE keep up notifications — by phone or even email — when a planned maintenance is scheduled. I really am understanding of it being at night when the majority of Comcast users are asleep. I just like to know ahead of time, and then I can adjust my to do list around it.

Like I said in my post, I do think the Twitter help is really cool idea! My problem is that I have Twitter set up to accept texts, but checking for responses via phone at this time is a cumbersome task. I have many friends who use Twitter texting capabilities, but they do not have internet on their phone at all.

I’ve mostly just grown frustrated that it seems like it doesn’t matter what I say, I get a generic “Can I help” response. The other days was something of the last straw where I just beat my head on my keyboard. I was just noting I’d been notified my internet would be down over night.

Anyway, thank you again for your response! I will be making an edit to note this in the blog entry. :)

Sorry we weren’t right on time when you initially tweeted you were down. We typically have someone watching tweets from 7 am – 9 pm EST, Mon-Fri and until 5pm on the weekends, sometimes longer. I’m sorry you feel that us responding via Twitter with offers to help doesn’t work well if your internet is down. The assumption is, if you can send a tweet, you can receive a tweet. Lots of people have their Twitter accounts sent to iphones, cell phones, blackberries, etc. Regarding our offers for help, we do try to know as much as possible about our customers when they tweet, but we usually only have one or two people monitoring thousands of tweets, so it’s a little difficult to keep them straight until we have more dialog to tie them to. I’m submitting your feedback to the rest of Frank’s team and we will try to be more helpful to you in the future. Sorry it didn’t work out this time. :(

Kind Regards,
Melissa Mendoza
Comcast Customer Connect
National Customer Operations
We_Can_Help@cable.comcast.com
@ComcastMelissa