Comcast narrows time window for service calls

Comcast has narrowed the window for service calls.

The company recently launched Tech ETA, a service within the MyAccount app that lets customers see when their technicians are within 30 minutes of arrival.

Customers will also learn the tech’s name and photo.

According to Jennifer Bilotta, vice president, communications for Comcast, the company is working to ensure that customers can do more on their own time and in their own way.


Other services offered by the MyAccount include changing the WiFi password, check on the status of equipment in the home, pay bills, troubleshoot issues and schedule appointments, Bilotta noted.

Nearly 12 million customers are using the My Account app, which was launched in 2014.

One of the most popular features is the ability to have a Comcast representative call back the customer at a designated time.

Comcast has been working to improve its customer service after low rankings in that category.

Customer service was cited as an issue in a failed attempt to acquire Time Warner Cable, another company with low customer service rankings.

As part of the wide-ranging effort, Comcast has opened Xfinity stores in north Wilmington and other locations to provide a comfortable environment for paying bills and showcasing company offerings.

Comcast also operates Comcast Business, which has a separate customer service operation.

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