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user John_ has entered room

I need a password for my comcast.net address

analyst Ricky has entered room

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

My pleasure to have you on this chat, John! I always remain committed and focused to provide you quality customer service at my fullest effort. Before anything else, I want to extend apologies for any trouble, inconvenience and frustration login issue has brought along your way. I still honestly hope you're fine.

A comcastic day to you! How are you doing today?

I've had better evenings Ricky. The comcast system is a bit screwed up

I am very sorry for that, John.

I understand that you need your user name and password to access your account online, am I correct?

sort of.

i have a user name and password that i have used to log in and pay my bill for 2 years now

apparently that's not good enough to log in and download norton antivirus

so now i need *another* one. I understand it's supposed to be a comcast.net address

I see, let me go ahead and assist you with that.

I do apologize for the inconvenience this issues has brought you,John. No worries as your service repsentative I will make sure that we get this issues resolved today.

As your Comcast service repsentative, I want you to know that issue resolution and your satisfaction are my top priorities for today. Together, we can work this out, John.

Before we proceed resolving your issue, I need to verify some information in order for me to pull up your account. That is to insure the integrity of your account and for me to be able to assist you further. May I please have the account holder's full name, the account number, the complete billing address, and the last four digits of the account holder's SSN?

I was able to get the email address from the system, but since i don't have a secret question, it wouldn't let me reset the password

Let me go ahead and provide you your log ins so that you will not have issue accessing the account, okay?

Before we proceed resolving your issue, I need to verify some information in order for me to pull up your account. That is to insure the integrity of your account and for me to be able to assist you further. May I please have the account holder's full name, the account number, the complete billing address, and the last four digits of the account holder's SSN?

John C Awesome 123 Amazing ST S Cool Town, USA 13124. xxxx

xxxxxxxxxxxxxxx is an

Thank you for helping me verify the account.

Please allow me two to three minutes to pull up your account information so that we can resolve it in the most efficient way possible. Would that be okay with you?

By the way, as a Comcast customer, I would like to tell you about the Service Protection Plan (SPP) we are offering. For a few dollars per month, you can have worry free protection for any in-home wiring problem. This is also simple and convenient, any problem with any Comcast service will be taken care of without any additional fees. Would you like to add it on your account today?

Thank you for patiently waiting.

def not Ricky

I see here that you have a comcast user name: johnawesome@comcast.net

May I ask if you have the password.

hmm, that doesn't look right.

I got the email address from the system and it said it was something else...let me doublecheck that

Yes please.

I went to this link: http://www.idhelp.comcast.net/display/4n/search.asp?tab=search and clicked on "I do not remember my Comcast user name or email address"

It then asked for my phone number. When i put that in, it said my email address was JohnAEWsome@comcast.net

I see, that is the registered e mail on your account, John.

what is the email address?

I see here that you have a comcast user name: johnawesome@comcast.net

your system says that's not correct

it's telling me it's johnaewsome@comcast.net

I am very sorry but that is the e mail address that I am seeing on your account.

wonderful, well i don't have the password to that one either

Just to set your expectation, we do not have the old password on your email,John what can I do here on my end is to reset it into a new password, would that be okay?

that's fine

Thank you!

By the way, there will be a question survey after you click on the END SESSION button, please do take the survey this will be my supervisors basis of my performance, Thank you

Would you mind if I ask you the security question?

sure, but i can't guarantee i know the answer

Thank you!

Where did you go on your honeymoon?

i'm not married

I am very sorry but that is the registered security question on your account.

ricky i don't know what to tell you

May I ask for the four digit phone security pin instead.

i've never been asked that ricky

I see.

Since you are not able to provide me the security pin, a comcast repsentative will call you for verification. Please stay online while the call is in progress.

are you really sure you want me to take that survey ricky?

cause i'm getting real tired of spending my night dealing with comcast's crap systems

I am very sorry for that, John.

Please advise me if you have received the call.

i ahven't

*haven't

We are calling you on your comcast phone right now, John.

my comcast phone?

I don't have a comcast phone

i only have internet

Yes, John,

why is your system so wrong?

I am very sorry for that, John.

Ia m very sorry for the confusion.

I'm not confused at all Ricky

In fact, i'm seeing things quite clearly at the moment.

Please take note of your password, John. You will be needing this regularly.

Here is your password: xxxxxxxx (all in lower case)

To make sure your issue is resolved, can you check for me if the log ins work, John?

Please advise me if you were able to log in successfully.

Ricky, you gave me access to someone else's account.

That is your account, John.

Now, why would you ask my address and account info if you were just going to ignore all of that

No

let me double check that, John. I am very sorry for that.

don't be sorry

for me

be sorry for this other John Awesome

who lives at ervice address
Mr John Awesome
12345 xxxxxxx rd
xxxxxxx, NOT MY STATE xxxxx-xxxxx

and account number is : xxxxxxxxxxx

none of that is close to what i provided above

May I ask for the phone number on the account please.

Whose account?

Mine or this other guys?

Who is extremely lucky i'm a nice person and am not going to screw his account up

May I ask for the account number on your account please.

Scroll up and look at it

I am very sorry but I was not able to pull up your account using the information you have provided.

May i ask for the phone number on the account pleas.e

XXX-XXX-XXXX

Thank you!

Can you please check the address, for the address that appears here on my end is 123 AMAZING ST S COOL TOWN, USA 13124

yes, that is remarkably similar to the one i provided up above. An Exact duplicate one could say.

Thank you for verifying,

I see here that your user name is JOHNAEWSOME@comcast.net

No shit

that's what i told you

Let me go ahead and reset the password, okay?

By the way, I see here that Comcast Digital Voice is available in your area. Comcast's Digital Voice® uses advanced fiber optic network to provide reliable home phone service. Would you like to take advantage of this service?

my question to you is what are you going to do for this other John Awesome? Just wait for him to call up and say that he can't access his account?

Please take note of your password, John. You will be needing this regularly.

hell no

damnit ricky pay attention

Here is your password: xxxxxxxx (all in lower case)

I am very sorry for that, John.

I am, John.

i've been screwing with comcast for 30 minutes now, you've compromised a user, and your'e trying to upsell?

what's the matter with you?

I am very sorry John, there was a system glitch and I was able to pull the wrong account.

a system glitch?

that's crap

there were 4 opportunities to catch the mistake. there were not system glitches

To make sure your issue is resolved, can you check for me if the log ins work, John?

I understand you are frustrated, however I need to ask you to please refrain from using abusive language so that I may continue assisting you. Keeping our dialogue professional and courteous will allow me to better serve you. If you continue to use inappropriate language, I will be forced to end the chat session.

actually, what's a number i can use to call your manager

You can call my manager at this number: 1-888-266-2278

Just to recap. I gave you your Comcast email user name and password. Would there be anything else I can assist you with?

No, there's nothing that you can personally do Ricky.

Were you able to log in, John.

Yes i was able to. Also, the number you gave me is the main comcast line

is your manager a automated phone system?

That is correct, John. For that is the only way you can contact our manager.

so how do i reference this chat?

or speak to a person?

I will provide you my ID for your reference, John.

that would be useful

Here is my ID: XXXXXXXXXXXXXXXXXXXXXXXXXXX

that should be fun to communicate over the phone

Would there be anything else, John.

I am very sorry for the inconvenience, John.

i *highly* recommend resetting johnawesome@comcast.net's password