Here is the text from my chat with Comcast
analyst Lilyme has entered room
Lilyme: Hello Pamela, Thank you for contacting Comcast Live Chat Support. My name is Lilyme. Please give me one moment to review your information.
Pamela: My Issue: My email will not load
Lilyme: It is nice to have you on chat! I am looking forward to help you with your concern today.
Lilyme: I understand that you are having issues on accessing your email , is that correct?
Pamela: Looks like you guys are having a rough day. Correct, like everyone else in the country my email will not load
Lilyme: I acknowledge the importance of a working E-mail as I also use the feature for work and for communicating with my family and friends. You just reached the right person and I will be assisting you with your concern today.
Lilyme: Before I proceed, I will be asking few questions related to your concern, would that be okay?
Pamela: sure
Lilyme: Are you using an email client such as Outlook/MacMail or do you go to comcast.net for your emails?
Pamela: I go to comcast.net
Lilyme: Thank you for providing that information.
Lilyme: What error message are you getting?
Pamela: Can't quote it exactly. I can sign in, but when I click on the icon to take me to my email, a little box pops up and says sorry, there was an error and my email cannot be accessed at this time.
Pamela: hello?
Lilyme: I am still here. I really apologize for the inconvenience brought about this email maintenance, Pamela. We are currently working on finishing the final process of upgrading our email system and our System engineers already gave us the 24 hours timeframe for the upgrade to be finished.
Lilyme: We are now in the process of updating our system with the best tools that we can have for us to be able to serve great customers like you.
Pamela: Does that mean email will be down for 24 hours?
Pamela: And does it mean that once the upgrade is finished there won't be any more problems accessing email? Mine goes out once or twice a month.
Lilyme: And since you are a valued customer and with good account standing, I will update and follow up this priority escalation to make sure your email will be upgraded first. We suggest that you chat back with us after 2-4 hours so that we could process your request. We assure you that we will be delivering the best service that only Comcast can give.
Lilyme: As reference to this email system maintenance, here is the priority reference number I personally opened for you [XXXX]. This is to ensure that your email account will be prioritized.
Pamela: Sounds like they've at least given you a good text to respond with. PLEASE SEE MY TWO QUESTIONS ABOVE
Pamela: hello?
Lilyme: I do apologize, Pamela. Rest assured that we have reported your concern for your email issues that is happening once or twice a month. I will be submitting a report for you to our email team right now and we will update you.
Pamela: You still haven't answered my questions.
Lilyme: Yes, Pamela. The email will be down within 24 hours but the engineers are working on it and I already sent a report for your email account specifically.
Pamela: Thank you. I know your job is probably not very easy today, and none of this is your fault personally. Could you convey to Comcast the extreme inconvenience and displeasure that half the country feels toward their service?
Lilyme: I acknowledge your request and we are currently contacting the system engineers to fix this as soon as posible, Pamela. Thanks for your understanding.