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user Garnet has entered room
Garnet(Thu Aug 20 07:56:37 PDT 2009)>I am trying to log into my comcast online account. It accepts my user name and password, then demands that I reset my password. it keeps redisplaying "missing or invalid information" eventhough I enter a 10 character password
analyst David has entered room
David(Thu Aug 20 08:04:47 PDT 2009)>Hello Garnet, Thank you for contacting Comcast Live Chat Support. My name is David. Please give me one moment to review your information.
David(Thu Aug 20 08:04:48 PDT 2009)>Nice to have you on chat! How are you doing today?
David(Thu Aug 20 08:05:40 PDT 2009)>I understand that changing your password is giving you an error.
David(Thu Aug 20 08:05:42 PDT 2009)>I can definitely assist you with your concern today.
David(Thu Aug 20 08:05:47 PDT 2009)>Can you please provide me the account holder's full name, account number and last 4 digits of the SSN of the account holder please. Thank you!
Garnet(Thu Aug 20 05:06:05 PDT 2009)>i am entering password with upper/lower and numbers. i enter it in both boxes. i've tried several, and the system just wont accept anything new that i try.
Garnet(Thu Aug 20 05:06:23 PDT 2009)>someone else told me to try the comcast.net for logging in.
David(Thu Aug 20 08:06:49 PDT 2009)>Let me hlep you with your concern today.
David(Thu Aug 20 08:06:51 PDT 2009)>Can you please provide me the account holder's full name, account number and last 4 digits of the SSN of the account holder please. Thank you!
David(Thu Aug 20 08:07:47 PDT 2009)>Can you please acknowledge that you are still at your computer? If I do not receive a response from you, I may have to close this conversation.
Garnet(Thu Aug 20 05:07:56 PDT 2009)>jane homemaker 4444
David(Thu Aug 20 08:08:12 PDT 2009)>Can you please verify to me your complete address
Garnet(Thu Aug 20 05:08:34 PDT 2009)>billing address: 111 alta loma, lomaville, california 77777
Garnet(Thu Aug 20 05:09:11 PDT 2009)>phone number on account 415-555-9997
David(Thu Aug 20 08:09:09 PDT 2009)>Can you please verify to me the user name you are using
Garnet(Thu Aug 20 05:09:16 PDT 2009)>governorofallthings
David(Thu Aug 20 08:09:48 PDT 2009)>Thank you very much for the information you have provided.
David(Thu Aug 20 08:09:50 PDT 2009)>Just give me one moment to pull up your account here.
Garnet(Thu Aug 20 05:10:19 PDT 2009)>comcast.com accepts my old login with spidermaker@comcast.net and old password. it is then demanding a password reset, and the password reset wont accept my new 10 character password that has upper/lower and numbers in it.
David(Thu Aug 20 08:11:12 PDT 2009)>One moment please.
Garnet(Thu Aug 20 05:11:20 PDT 2009)>the password reset screen keeps returning to the same screen telling me invalid info, with the password and confirm password highlighted in red. i know i am typing the same password into both boxes before clicking next. i have tried this many times this morning.
David(Thu Aug 20 08:11:37 PDT 2009)>May I know on what site are you trying to reset the password?
Garnet(Thu Aug 20 05:11:47 PDT 2009)>comcast.com
analyst David has been temporarily disconnected. Please wait while the analyst attempts to reconnect.
analyst David has entered room
David(Thu Aug 20 08:12:44 PDT 2009)>Also, please verify to me the account number please
David(Thu Aug 20 08:12:51 PDT 2009)>Oh I see.
Garnet(Thu Aug 20 05:13:37 PDT 2009)>see what?
David(Thu Aug 20 08:14:29 PDT 2009)>There is system maintenance normally on the site, Garnet.
Garnet(Thu Aug 20 05:14:51 PDT 2009)>now? the site didn't say anything about being in maintenance mode
Garnet(Thu Aug 20 05:15:43 PDT 2009)>it's just in "broke, let's frustrate our customers and waste their time" mode...
David(Thu Aug 20 08:15:50 PDT 2009)>There are times that even if the site is not saying that it is having system maintenance, password reset cannot be done.
David(Thu Aug 20 08:16:06 PDT 2009)>Kindly try logging in to this site and try resetting your password from here.
David(Thu Aug 20 08:16:15 PDT 2009)>https://customer.comcast.com/Public/Home.aspx?AspxAutoDetectCookieSupport=1
Garnet(Thu Aug 20 05:16:58 PDT 2009)>i dont want to reset my pasword at all... yeah someone else told me to do the login from comcast.net instead of comcast.com. logging in from concast.com worked. it only took 4 phone calls to get to someone who knew that. and 20 minutes on chat with you.
Garnet(Thu Aug 20 05:17:09 PDT 2009)>thanks for the answer. glad we can get to the bottom of this
David(Thu Aug 20 08:17:28 PDT 2009)>You are very much welcome!
David(Thu Aug 20 08:18:12 PDT 2009)>If you want, you can just not reset the password by existing that screen that is asking you to reset the password.
Garnet(Thu Aug 20 05:18:35 PDT 2009)>exiting that screen takes me back to the login prompt. it wont let me past without doing the password reset.
David(Thu Aug 20 08:19:25 PDT 2009)>Please reset the password via the link that I have provided you. Then please log in again again to Comcast.com
Garnet(Thu Aug 20 05:20:15 PDT 2009)>ok, yeah, that is the site that comcast.net login jumps to. ok fine.
David(Thu Aug 20 08:20:34 PDT 2009)>Were you able to change the password?
Garnet(Thu Aug 20 05:21:29 PDT 2009)>i dont want to change my password when i login from the link you gave. i am happy with my current password. if it no longer amuses me then i will banish my password into eternal damnation. but until then, it can continue to serve my pleasure.
David(Thu Aug 20 08:21:29 PDT 2009)>Garnet, can I have the last 4 digits of your SSN please.
Garnet(Thu Aug 20 05:22:13 PDT 2009)>no you may not try to steal my identity. ssn are not supposed to be used for these kinds of purposes.
Garnet(Thu Aug 20 05:22:27 PDT 2009)>you are now a blog post. congratulations!
David(Thu Aug 20 08:22:55 PDT 2009)>Is the password you have now, the password that one of our representatives provided?
Garnet(Thu Aug 20 05:23:27 PDT 2009)>yes, i have the correct password, the old password that i set.
David(Thu Aug 20 08:24:34 PDT 2009)>It is for the verfication of the account, Garnet. The last 4 digits of SSN that you have provided me is different from the one in the account. I can see 2 names on the account, it is your name and Sarah's name. It might be that the last 4 digits of the SSN posted in the account is your SSN.
Garnet(Thu Aug 20 05:24:50 PDT 2009)>actually, more correctly, you are now the star of a wiki page.
Garnet(Thu Aug 20 05:25:10 PDT 2009)>account number is 8xxxxxxxxxxxxxxx (comcast has a 16 digit account number!)
David(Thu Aug 20 08:26:26 PDT 2009)>Indeed I have the right account in front of me. Actually earlier, I asked for your the last 4 digits of your SSN because you weren't able to provide me with the account.
David(Thu Aug 20 08:27:01 PDT 2009)>Since now that you have the correct password, would there be anything else you would like me to assist you?
Garnet(Thu Aug 20 05:28:15 PDT 2009)>sorry, i had my identity stolen a few months ago, so now anyone who wants my social number, or pieces of it, can take a leap to the place where i banish things that no longer amuse me.... no, just report the problem about forced password reset that dont work to the comcast.com team. the workaround of comcast.net login is sufficient. lets hope the same team doesnt get busy and bust the comcast.net site also.
Garnet(Thu Aug 20 05:28:55 PDT 2009)>would you like a link to your wiki page?
David(Thu Aug 20 08:30:21 PDT 2009)>I am sorry to hear that your identity was stolen few months ago. But don't you worry about the information you provide us here in Comcast, we keep it safe for our customers. You are our priority and we know how important your privacy and identity is.
Now I turn into an automated chat bot assisting the comcast rep
David(Thu Aug 20 08:30:48 PDT 2009)>Thank you for the offer Garnet.
David(Thu Aug 20 08:30:50 PDT 2009)>Would there be anything else you would like me to assist you?
Garnet(Thu Aug 20 05:30:53 PDT 2009)>sure i can provide that. one moment please.
Garnet(Thu Aug 20 05:31:12 PDT 2009)>http://www.bobsgear.com/x/coCwAQ
David(Thu Aug 20 08:31:24 PDT 2009)>any
Garnet(Thu Aug 20 05:31:34 PDT 2009)>It's been a pleasure serving you. Can I help you in any other way?
David(Thu Aug 20 08:31:36 PDT 2009)>Anything else I can assist you with?
Garnet(Thu Aug 20 05:32:08 PDT 2009)>Thank you for being a Garnet Chaney provider.
David(Thu Aug 20 08:32:53 PDT 2009)>Thank you for choosing Comcast Live Chat Support.You can chat with one of our Customer Support Specialists 24 hour a day, 7 days a week at http://www.comcastsupport.com. Have a nice day!
David(Thu Aug 20 08:32:58 PDT 2009)>Have a wonderful day.
Garnet(Thu Aug 20 05:33:08 PDT 2009)>thanks dave. you too.
Dang I missed the chance to quote HAL from 2001.... I'm sorry Dave, but your systems aren't working.....
David(Thu Aug 20 08:33:50 PDT 2009)>Thank you very much!
Garnet(Thu Aug 20 05:34:24 PDT 2009)>Anyone ever quote HAL in 2001 to you? "I'm sorry Dave, I can't do that..."
Too late... Dave is gone back into the ether....