First things first. Notice how the Comcast rep messages always go back in time. I've waited several minutes after saying something to a rep before they reply. It appears to be about a 3 minute time difference between what their chat system shows and the real time. The short summary is that I can't login to comcast.com to manage my account with a username and password that used to work. Clicking on "Forgot my password?" eventually yields a message that my username (an email address) is not registered. Going to the Register URL eventually leads to a message about already being registered. Rock, meet hard place. Catch-22. I've spoken with Edgar and Monica via online chat. I waited for ~20 minutes for Edgar, then he blatantly ignored me and closed the chat after less than 60 seconds of no reponse from me. Monica, with long pauses between portions of conversation, insists that I must re-register with a new email address. I'm really getting the impression here that anytime something happens with your account, you just go get a new email address from somewhere and re-register. What a SPLENDID concept. I wish I had thought of that myself! I've spoken to X, Alan, Larry on the phone. X sort of fumbled around with instructions telling me that I -must- register using a different email address (which must be valid) then hung up on me. Alan passed me to Larry, Larry tried to help but wasn't able to so he passed me to advanced technical support. As an aside, what have we come to when resetting a password requires advanced technical support? Joelby answered for ATS. Not quite sure I got the right name, he has an rolling accent. Joelby is having difficulty with my account. Everytime you move, they change your account number. Joelby is passing my info up to advanced-advanced technical support. He says can't find my account. I'm really not sure why he can't find it since he confirmed my account information per my home telephone number - information that he rattled off. They're going to "reset my account" so I can re-register. It should be fixed within 24 hours he tells me. ticket # ***************** user david_ has entered room David(Wed Aug 13 2008 13:12:07 GMT-0400 (EDT))> username/pass won't work for logging in analyst Monica has entered room Monica(Wed Aug 13 2008 13:16:13 GMT-0400 (EDT))> Hello david_, Thank you for contacting Comcast Live Chat Support. My name is Monica. Please give me one moment to review your information. Monica(Wed Aug 13 2008 13:16:16 GMT-0400 (EDT))> I am so sorry to hear of this. I will do my very best to assist you. Monica(Wed Aug 13 2008 13:16:18 GMT-0400 (EDT))> I will have to get some information from you first. Monica(Wed Aug 13 2008 13:16:19 GMT-0400 (EDT))> Are you logging into Comcast.net or Comcast.com? david_(Wed Aug 13 2008 13:18:56 GMT-0400 (EDT))> comcast.com david_(Wed Aug 13 2008 13:21:14 GMT-0400 (EDT))> are you there? Monica(Wed Aug 13 2008 13:20:01 GMT-0400 (EDT))> I am not showing a registration for Comcast.com. Monica(Wed Aug 13 2008 13:20:11 GMT-0400 (EDT))> Please go to Comcast.com and click on the customer tab. Choose manage my account. Click on the first time user link on the right. Enter the required fields to create your new profile. Monica(Wed Aug 13 2008 13:21:23 GMT-0400 (EDT))> yes Monica(Wed Aug 13 2008 13:21:34 GMT-0400 (EDT))> I am not showing a registration for Comcast.com. david_(Wed Aug 13 2008 13:22:40 GMT-0400 (EDT))> it says my email address, david@blue-labs.org is already registered david_(Wed Aug 13 2008 13:22:57 GMT-0400 (EDT))> but when i try to use it to login, it says no such username is found in the database Monica(Wed Aug 13 2008 13:22:35 GMT-0400 (EDT))> You will need to register. Monica(Wed Aug 13 2008 13:22:58 GMT-0400 (EDT))> Did you move? Monica(Wed Aug 13 2008 13:23:13 GMT-0400 (EDT))> Did you move? Monica(Wed Aug 13 2008 13:23:35 GMT-0400 (EDT))> What is the account number you are trying to register with? david_(Wed Aug 13 2008 13:24:57 GMT-0400 (EDT))> i can't register, it's already registered. ******************* david_(Wed Aug 13 2008 13:25:15 GMT-0400 (EDT))> i've been at this address for over a year david_(Wed Aug 13 2008 13:25:25 GMT-0400 (EDT))> my bill has my current address on it david_(Wed Aug 13 2008 13:25:35 GMT-0400 (EDT))> so comcast has all my current information Monica(Wed Aug 13 2008 13:26:26 GMT-0400 (EDT))> So your email address may have been registered at a previous address. Monica(Wed Aug 13 2008 13:26:51 GMT-0400 (EDT))> You will need to register with a different (but valid) email address. david_(Wed Aug 13 2008 13:27:20 GMT-0400 (EDT))> that is utter nonsense david_(Wed Aug 13 2008 13:27:41 GMT-0400 (EDT))> i've had david@blue-labs.org as my email address for over ten years david_(Wed Aug 13 2008 13:28:27 GMT-0400 (EDT))> i'm not going to go flinging willy nilly with some alternate email addresses and some other email provider just to get my comcast bill david_(Wed Aug 13 2008 13:28:46 GMT-0400 (EDT))> good grief. you do realize how silly that sounds, right? david_(Wed Aug 13 2008 13:30:19 GMT-0400 (EDT))> hello? Monica(Wed Aug 13 2008 13:28:17 GMT-0400 (EDT))> Yes but you will need to use a different one. Monica(Wed Aug 13 2008 13:29:23 GMT-0400 (EDT))> I am so sorry you feel that way. Monica(Wed Aug 13 2008 13:29:54 GMT-0400 (EDT))> Do you want me to give you your Comcast email address. Monica(Wed Aug 13 2008 13:30:36 GMT-0400 (EDT))> Do you want me to give you your Comcast email address. Monica(Wed Aug 13 2008 13:31:06 GMT-0400 (EDT))> David I do not know of any other way to tell you that you will need to register with a different email address. Monica(Wed Aug 13 2008 13:32:28 GMT-0400 (EDT))> Please call the 1.800.Comcast (1.800.266.2278) for voice support. Monica(Wed Aug 13 2008 13:32:41 GMT-0400 (EDT))> As an added courtesy I have run a health check on your connection and everything looks good. Monica(Wed Aug 13 2008 13:33:39 GMT-0400 (EDT))> Is there anything else I can help you with? david_(Wed Aug 13 2008 13:37:48 GMT-0400 (EDT))> what is my comcast email address? Monica(Wed Aug 13 2008 13:38:39 GMT-0400 (EDT))> One is not created for your account. Monica(Wed Aug 13 2008 13:38:44 GMT-0400 (EDT))> What would you like to use? Monica(Wed Aug 13 2008 13:40:54 GMT-0400 (EDT))> 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 to assist another customer. david_(Wed Aug 13 2008 13:43:00 GMT-0400 (EDT))> i am still here david_(Wed Aug 13 2008 13:43:05 GMT-0400 (EDT))> yes david_(Wed Aug 13 2008 13:43:13 GMT-0400 (EDT))> ************ analyst Monica has left room Monica(Wed Aug 13 2008 13:43:27 GMT-0400 (EDT))> Thank you. Monica(Wed Aug 13 2008 13:43:28 GMT-0400 (EDT))> One moment please. Monica(Wed Aug 13 2008 13:47:00 GMT-0400 (EDT))> Sorry the system is not letting me create one. Monica(Wed Aug 13 2008 13:47:20 GMT-0400 (EDT))> I will need to escalate the creation of your email account. Monica(Wed Aug 13 2008 13:47:35 GMT-0400 (EDT))> Please provide me with 2 other choices for email addresses. Monica(Wed Aug 13 2008 13:49:47 GMT-0400 (EDT))> 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 to assist another customer. Monica(Wed Aug 13 2008 13:52:18 GMT-0400 (EDT))> I have now not seen any responses from you. At this time, I will be closing this chat session. Please feel free to contact us again, and the next available agent will be glad to assist you. Thank you for contacting Comcast. We appreciate you as a customer. Good bye. Monica(Wed Aug 13 2008 13:52:22 GMT-0400 (EDT))> Analyst has closed chat and left the room