Comcast Pilots “Where’s My Tech” in Boston Area


The Boston area is often the first to get the latest Comcast offerings – whether it’s the X1 Entertainment Operating System or service appointment windows under two hours – we aim to offer the most innovative choices. Today, we’re starting a pilot program with select area customers to test a new “Where’s My Tech” feature on the Xfinity My Account app, which already offers a variety of self-service features to troubleshoot devices, schedule service appointments or request a call from Comcast to discuss an issue.  The “Where’s My Tech” feature will provide a photo of the scheduled technician for the customer’s appointment and allow the customer to track the tech’s arrival in real time.

You have things to do. Waiting for us to show up shouldn’t be one of them. That’s why we’ve narrowed our service windows to two hours or less. Even with that progress, it isn’t good enough. You should know when we are arriving.

Last week, our CEO Brian Roberts demoed one of our new features at an event in San Francisco that enables our customers to track our technicians’ arrival in real time.  This new feature, which will be available for free through our MyAccount app, begins trialing outside Boston this week.

This is how it works.  Comcast customers with scheduled appointments will be alerted through our App when our technician is about 30 minutes away from arriving at their house, and will be able to track this technician’s progress on a map.  We’re hoping this will prevent our customers from just needing to sit at home and wait.  They can check the app from the office, or wherever they are, and head home when they see we’re on our way.  If we are running late, which can happen if our tech gets tied up at someone else’s house, we will let folks know that too, and provide real-time status updates so they can plan accordingly.

Sweet!! finally some one understand that we all have lives and don’t have to sit all day waiting for the cable guy.