A neighbors tree knocked down my cable line at Nov. 17 and I promptly reported at 1:06 am which took around 30 minutes including hold time and transfers.
Service tech arrived Nov. 18 at 6pm and reconnected to line, but did not check any other connections, attempt to see if it was working -- just left. Call #1 to Comcast Nov 18 at 6:33 pm and took 30 minutes including hold time for rep to refresh and then if that didn't work I was to unplug device and re-try. Did not work.
Call #2 at 7:09 pm took 28 minutes. Did not work. Call #3 at 8:16pm took 28 minutes. Did not work.
Call #4 at 9:01 pm took 21 minutes, rep scheduled service call for Nov 19 8 to 10am. No show. Call #5 at 10am took 41 minutes. I asked to speak to a supervisor which never happened.
Rep said there was no record of a service call nor any of the other calls. Her ticket said service was completed. Scheduled an appt for Monday am, but I don't feel I should have to miss work for it and she requested an "expedited" call. A service person will call me within 2 to 3 hours.
I have no reason to think this will happen...so far its been 1 hour. I don't know what they mean by their customer service guarantee, but I can guarantee you're not going to like it.