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Comcast's support service now available nationwide

Wed, 07/13/2011 - 8:40am
Mike Robuck

Comcast has completed the rollout of its Xfinity Signature Support service that helps its subscribers connect home networking devices and troubleshoot their computers, or other devices, in homes.

Comcast first launched Xfinity Signature Support in March in its Twin Cities, Atlanta and Chattanooga, Tenn., markets, but the cable operator said this morning that it's now available to more than 22 million subscribers across the nation.

Recent launches included: California, Colorado, Connecticut, Delaware, the District of Columbia, Florida, Georgia, Indiana, Maryland, Massachusetts, New York, Oregon, Pennsylvania, Utah, Virginia, Vermont, Washington and West Virginia.

Comcast said the service has received positive feedback from customers who have used it.

"Comcast has been making significant investments to enhance our products while improving the service and support we deliver," said Mitch Bowling, senior vice president and general manager of new businesses for Comcast. "Providing an end-to-end technical support solution like Xfinity Signature Support is one of the ways we're creating more personalized levels of care that are tailored to our customers' needs and interests. Since we began rolling it out earlier this year, Xfinity Signature Support has received positive feedback in customer surveys, with an average overall satisfaction score of 9 on a scale of 1 to 10, with people rating it a good value and a service they'd be likely to recommend."

The additional support can come in the form of phone calls, online sessions or a visit to a subscriber's home.

The tech support is available either as part of a monthly subscription plan or on a standalone basis for one-time fixes, such as virus removal or connecting printers or game consoles to wireless networks. Xfinity Signature Support also offers extended equipment plans covering computers and flat-panel TVs.

Comcast has a range of prices for the services. For one-time fees, Internet security and virus removal cost $129.95, wireless network setup $79.95, and computer setup or tune-up $49.95.

As for the monthly subscription plans, "complete home support," which includes 24/7/365 phone support for up to four computers in a home for home networking, maintenance, virus removal and peripherals, costs $19.95 per month, while wireless network support is priced at $5.95 per month.

Comcast is working with Support.com for remote support online and by phone and with Asurion for in-home visits and the equipment protection plan.

Xfinity Signature Support is part of Comcast's Customer Guarantee program that covers its products and services.

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