<customer_service_rant>
So, I am on the third day of troubleshooting problems with our Outlook clients having problems sending mail. Carrie and I have been getting an error message when we try sending email using Outlook with our Comcast accounts.
Assuming that the problem *must be on my end, possibly an issue with my router, firewall, or anti-virus software, I have been trying various things and searching the comcast.net site for set up information and troubleshooting tips.
*I figure it must "just be me" because if all Comcast customers were unable to send email using Outlook or other home clients, they surely would have sent an outage email notification by now or posted something on their web site.
Tonight I got in line to chat with a Comcast technician about the problem. I was #350 in the queue. Uh oh. Sounds like problems. Actually the wait wasn't too bad -about 30 minutes - so they either have dozens of people working the live chat or tonight's issues are small ones.
The technician was polite and informative. Chelsea was her name. She kindly explained to me that the mail server is down right now because of the web client upgrade and we apologize for any inconvenience. I asked if there had been an email or other notification that had been sent out. No, no notification was sent - sorry about that.
Well, would it have been so inconvenient for them to send an email to their customers to let us know that there is an outage? I guess I should be happy that I can still receive email at home and send/receive with the web client.
And speaking of the web client, they made some nice improvements to it. They are now running the SmartZone Communication Center. This will be much easier to use when I am checking my home email away from home.
</customer_service_rant>
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2 comments:
Thanks for the feedback and we apologize for the inconvenience. Our engineers were able to restore the email outage last night and are still monitoring the situation to prevent recurrence.
If you need further assistance, please feel free to contact us.
Mark Casem
Comcast Corp.
National Customer Operations
We_Can_Help@cable.comcast.com
The issue was resolved on Tuesday night. However, Comcast also changed some security settings which required changes in my Outlook settings. Comcast customer service called me at the house on Thursday (my usual work-from-home day) and helped me with the changes. I would give their customer service high marks on their follow up. Thanks!
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