Comcast Responds Part 2 – Broken Internet Connnection After telling Comcast You Have a Router
After sending my email to Mark, I got a phone call from him. The first thing he did was apologize, saying that he was sorry for my negative interaction with comcast. He asked to hear my story, and listened to the problems I encountered. He asked a few probing questions, such as how I would know that my router was banned (which was the fact that two computers could pull an IP address, but the router could only pull an IP address after I reset its MAC – and yes, I did reboot the router before trying).
He appeared to have done his research and asked if I would accept a reduced price on my internet for six months for my troubles. As it was half of the cost of my current upgrade ($30 a month instead of $60), I accepted.
Believe it or not, he actually seemed to enjoy his job. He said that it was like he was given the power to right injustice in the world and the ability to look for it. He also said that he does not help those who are trying to game the system to get the discount.
All in all, I can’t believe that it has to be this way. I’m content and enjoying my internet. My anger has died down. But I’m still baffled why Mark’s position has to exist. Amex front line representatives have the power to get stuff done. Why does comcast have such a tough time?
In any case, thanks for performing a tough job Mark & Team.