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Jay (18:31:28) Hello Jennifer, Thank you for contacting Comcast Live Chat Support. Please give me one moment to review your information.

Jay (18:31:39) Okay. Sure.

Jay (18:31:40) Before anything else, can you please provide the complete account holder’s name, account number, as well as the account service address?

Jennifer (18:32:09) Name is Jennifer Taylor, address is xxxxxxxxxx

Jennifer (18:32:28) I think my account number is xxxxxxxx-x

Jennifer (18:32:44) At least that is what this service ticket says

Jay (18:34:03) What is your questions, Jennifer?

Jennifer (18:36:08) Okay: I previously lived at xxxxxxxxxx. I had basic cable at about $12/month and internet for $35.99/mo. Last week I called to cancel service there and begin service here. Today the techs came and installed my internet. I noticed that according to the work order my new monthly total will be $62.95. But I told the person on the phone when I set up the appointment that I currently do not own a TV and no longer need the TV service. So I think my bill should be closer to the $36 plus fees.

Jay (18:37:11 ) Thank you for that information.

Jay (18:37:29) So the services that were installed today were cable and internet, is that correct?

Jennifer (18:37:37) No, just internet.

Jay (18:38:25) Thank you for that information.

Jay (18:39:04) Jennifer, I can only see internet service to be installed and no installation for cable tv.

(Right, that’s what I said…..twice.)

Jennifer (18:39:36) Okay, the point is I just want to make sure when I get my first bill that I will only be billed for internet service. Can you confirm that and tell me the monthly estimated total?

Jay (18:42:17) Jennifer, I understand that your service was just installed today, is that correct?

Jennifer (18:42:21) yes

Jay (18:48:04) Thank you very much for patiently waiting. I would just like to set expectations that your services will be fully activated 48-72 hours after installation. As of now, your services are still not fully activated that is why no bill has been generated yet.

Jay (18:50:33) However, I would just like to assure you that only internet service is indicated here for installation.

Jennifer (18:50:44) Thank you for verifying that. But surely you can tell me now what the monthly rate is for internet service. That’s what I need to know.

(Two minutes pass, inexplicably.)

Jay (18:52:08) You are most welcome.

(crickets chirping. Two more minutes.)

Jennifer (18:54:09) So can you tell me what the monthly internet cost is?

Jay (18:54:59) One moment please.

(Six moments.)

Jennifer (19:00:19) I just need to know Comcast’s monthly rate for internet in my area. That’s it.

Jay (19:00:41) Thank you for patiently waiting.

analyst Jay has been temporarily disconnected.  Please wait while the analyst attempts to reconnect.

analyst Jay has entered room

Jay (19:02:57) The monthly rate in your area for internet is $19.99.

(Physically resist every urge to type, “See, that wasn’t so hard.”)

Jennifer (19:03:24) Great. Thanks.

Jay (19:05:31) I also sent a copy of the bill to your billing address for you to verify, Jennifer.

Jennifer (19:05:56) But I thought you said a bill couldn’t be generated yet.

Jay (19:07:23) Yes.

Jennifer (19:07:36) Okay. I think we’re done here.

Jay (19:09:13) Thank you for choosing Comcast and have a great day!

08/21/09 UPDATE: Received bill. For $62.95.