Comcast Takes Premium Tech Support To Boston

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Comcast has rolled out the high-touch Xfinity Signature Support premium tech-support service in Boston and its service areas in Eastern Massachusetts, New Hampshire and Maine.

The MSO first launched the service in Minneapolis/St. Paul, Atlanta and Chattanooga, Tenn., markets in March, followed by the Philadelphia metro area, New Jersey, Northern Delaware, Atlanta, Chicago, Houston, Detroit, Orlando, Fla., and Savannah, Ga. Comcast plans to expand it to the rest of its footprint in 2011.

Comcast ordinarily provides 24-hour support only for its own video, broadband and phone services and related equipment. With Xfinity Signature Support, which Comcast spent about year developing, the MSO provides troubleshooting and support for computers, home networks and other devices with support online, over the phone or in a customer's home.

"Given the incredible growth and complexity of personal electronic devices, our customers have told us they would like additional choices for technical assistance beyond the support we already provide for their video, Internet and voice services," Steve Hackley, senior vice president of Comcast's Greater Boston Region, said in a statement.

The online and phone component of Xfinity Signature Support is provided by Support.com, a Redwood City, Calif.-based provider of technical support services, while Nashville, Tenn.-based Asurion provides in-home tech support visits.

Xfinity Signature Support is available in three tiers: the Computer Maintenance Plan, $4.95 per month, for basic support for up to four computers; Wireless Networking Support for $5.95 per month (plus a $39 setup fee), which adds support for Wi-Fi networking equipment; and Complete Home Support, $19.95 per month (plus $79 setup fee), which includes support for home networking, maintenance for up to four PCs, virus removal, peripherals, and data backup and restoration.

In addition to the monthly plans, Comcast will sell one-time fixes, such as virus removal or connecting printers or game consoles to wireless networks under the Xfinity Signature Support brand for between $49.95 and $129.95 a pop. The service also offers extended equipment plans covering computers and flat-panel TVs, which are to be administered by Asurion.

More information on the service is available at www.xfinity.com/signaturesupport.

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