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notarat
2[H]4U
- Joined
- Mar 28, 2010
- Messages
- 2,501
Ive been a Comcast customer for a decade. While I have not been a satisfied customer, Ive been a continuous one, basically because there is no other major internet service provider in the area that offers acceptable performance.
For the last year or so, Ive noticed an odd problem with my service; whenever the temperatures dip below 35°F or so, my internet connection bounces. Its up for 9-10 minutes, then down for 2-3 minutes.
I contacted Comcast last winter around this timeframe concerning this and was told it was related to them switching to DOCSIS 3 and that I needed a new modem. I bought a new modem for $90. Then they told me it was related to my router so I bought a new one for $90.
Then they told me it was STILL related to my modem so I swapped my router with a friends and experienced the same problem. I explained this to the technician and, by the time they sent someone out, the temps were above 40 and the problem could not be replicated and they ended up doing nothing before temperatures rose and the symptoms went away.
Fast forward to this year and I am still experiencing the same issues.
Im not an avid online gamer so I havent been too worried about getting this issue resolved. With the upcoming release of a new online game, however, I decided to bite the bullet and get the problem resolved.
Thursday (3 February) and reported the symptoms. Adrian, the Technician I was connected to, asked me to hold a minute while he checked the database of connections they maintain. He came back in a few minutes and stated he saw my connection bouncing up and down as I had described, he agreed this was an outside line issue, and he then notified me that there is a service call opening available the very next day between 1-5pm. I gladly accepted it and thanked him.
The technician arrived at 5pm the next day and I explained the problem to him. I had no interaction with this person other than explaining the issue to him. He went outside and started working in the cable box outside my apartment. He told me that he would be replacing the wiring from the outside box to the inside wall jack and when he came back in he asked me to sign a work order form stating if there was wiring inside that needed replaced, Id have to do it myself, or pay them to do it. (That makes sense, as Im pretty well aware that they are responsible for the external connection and I am responsible for the internal wiring)
I signed the form and he stated he was going out to the truck to get his testing equipment. He instead left. As I was looking over the form, it stated that the work was completed. Far from being complete, I now had no internet connection at all and half my channels on the TV were out.
I called Comcast back and explained to them the tech never did the work and asked them to send someone else out to correct the problem. They stated no one was available Friday night but they could get someone out Saturday at some point.
Saturday came and Saturday went, with no one from Comcast arriving to correct the problems the Technician exacerbated. I called several times and was assured by not one, but two escalation managers (Jennifer and Shatara) that someone would be out to fix the problem.
No one showed.
Sunday morning I received a call from Comcast and they stated they would be sending out a technician that day between 8am-12pm to correct the problem. High noon came and went without anyone showing up, so I made yet more calls to Comcast to ask where the technician was. I was told he was on his way and would be there soon.
At 2:45pm the new technician arrived. I went through the process of recapping the whole situation from my initial call to his walking in the door. I had no interaction with this person other than explaining the issue to him. He then removed the inside wall jack and cut the end of the cable wire off so short that he could not attach a new connector to the end. He tried cutting the hole in my living room wall larger so he could get a better grip or pull more cable out, but was not successful.
After he realized he would not be able to attach a new connector to the cable wire, he then turned to me and said the following, Im not really the internet guy, I just do video., and then he walked out. He left so fast he left some tools lying there on my floor, and he left the outside cable box in pieces lying on the ground in the snow, and cables hanging out of the box outside.
At this point, Ive spoken to the following people at Comcast: (for this year's connectivity debacle) Adrian Allen Mark Jim Ronnie Jennifer Shatara Wayne Curtis Elizabeth Warren And 3 others that I forgot to get their names
I called Comcast back yet again (keep in mind that each and every time I contacted them, I had to explain from start to finish what transpired, evidently because Comcast does not annotate the problem in your file.)
I managed to reach someone (Elizabeth) who, after hearing my plight, texted the maintenance supervisor (Warren) and asked him to call me directly. When I explained to him the issue from start to finish, he stated hed see to it that it was corrected Monday.
I had already taken off Work Friday afternoon, and now I had to take Monday off as well. I was told to expect someone between 8am-12pm Monday. Noon arrived, but no technician did. I made more calls to Comcast to ask where the technician was and was informed that the Monday appointment was scheduled as an all-day, meaning he could show at anytime between 8am and 5pm
At 3:45pm the technician arrived. It was the supervisor of the technicians. He took one look at the cable box outside, and one look at the work done on the inside wall jack and then asked me to excuse him a moment while he went to the truck.
To my surprise, he actually returned. And, he returned with a second technician carrying a spool of cable, a drill with a foot-long bit, and everything else needed to completely re-run my cable from the inside jack to the outside box.
It took them roughly 40 minutes total to completely re-run my cable and fix not only the screw ups of the previous technicians, but the intermittent connectivity loss Ive been seeing for 2 years when the temperatures dropped below 35°F.
I got up this morning at 4am to test connectivity (because the temps were under 30°F) and had zero problems and no dropped connections.
In the end, all it took to get Comcast to perform 40 minutes of work was
2 Winters
34+ Phone calls overall.
8 Days of lost connectivity (4 this year and 4 last year)
6 Technicians (4 this year, 2 last year)
3 days off work
2 complete cable runs (last year they replaced the line from the main junction box to my outside box as part of another issue)
And they wonder why theyre a perennial front-runner for the Golden Poo award
For the last year or so, Ive noticed an odd problem with my service; whenever the temperatures dip below 35°F or so, my internet connection bounces. Its up for 9-10 minutes, then down for 2-3 minutes.
I contacted Comcast last winter around this timeframe concerning this and was told it was related to them switching to DOCSIS 3 and that I needed a new modem. I bought a new modem for $90. Then they told me it was related to my router so I bought a new one for $90.
Then they told me it was STILL related to my modem so I swapped my router with a friends and experienced the same problem. I explained this to the technician and, by the time they sent someone out, the temps were above 40 and the problem could not be replicated and they ended up doing nothing before temperatures rose and the symptoms went away.
Fast forward to this year and I am still experiencing the same issues.
Im not an avid online gamer so I havent been too worried about getting this issue resolved. With the upcoming release of a new online game, however, I decided to bite the bullet and get the problem resolved.
Thursday (3 February) and reported the symptoms. Adrian, the Technician I was connected to, asked me to hold a minute while he checked the database of connections they maintain. He came back in a few minutes and stated he saw my connection bouncing up and down as I had described, he agreed this was an outside line issue, and he then notified me that there is a service call opening available the very next day between 1-5pm. I gladly accepted it and thanked him.
The technician arrived at 5pm the next day and I explained the problem to him. I had no interaction with this person other than explaining the issue to him. He went outside and started working in the cable box outside my apartment. He told me that he would be replacing the wiring from the outside box to the inside wall jack and when he came back in he asked me to sign a work order form stating if there was wiring inside that needed replaced, Id have to do it myself, or pay them to do it. (That makes sense, as Im pretty well aware that they are responsible for the external connection and I am responsible for the internal wiring)
I signed the form and he stated he was going out to the truck to get his testing equipment. He instead left. As I was looking over the form, it stated that the work was completed. Far from being complete, I now had no internet connection at all and half my channels on the TV were out.
I called Comcast back and explained to them the tech never did the work and asked them to send someone else out to correct the problem. They stated no one was available Friday night but they could get someone out Saturday at some point.
Saturday came and Saturday went, with no one from Comcast arriving to correct the problems the Technician exacerbated. I called several times and was assured by not one, but two escalation managers (Jennifer and Shatara) that someone would be out to fix the problem.
No one showed.
Sunday morning I received a call from Comcast and they stated they would be sending out a technician that day between 8am-12pm to correct the problem. High noon came and went without anyone showing up, so I made yet more calls to Comcast to ask where the technician was. I was told he was on his way and would be there soon.
At 2:45pm the new technician arrived. I went through the process of recapping the whole situation from my initial call to his walking in the door. I had no interaction with this person other than explaining the issue to him. He then removed the inside wall jack and cut the end of the cable wire off so short that he could not attach a new connector to the end. He tried cutting the hole in my living room wall larger so he could get a better grip or pull more cable out, but was not successful.
After he realized he would not be able to attach a new connector to the cable wire, he then turned to me and said the following, Im not really the internet guy, I just do video., and then he walked out. He left so fast he left some tools lying there on my floor, and he left the outside cable box in pieces lying on the ground in the snow, and cables hanging out of the box outside.
At this point, Ive spoken to the following people at Comcast: (for this year's connectivity debacle) Adrian Allen Mark Jim Ronnie Jennifer Shatara Wayne Curtis Elizabeth Warren And 3 others that I forgot to get their names
I called Comcast back yet again (keep in mind that each and every time I contacted them, I had to explain from start to finish what transpired, evidently because Comcast does not annotate the problem in your file.)
I managed to reach someone (Elizabeth) who, after hearing my plight, texted the maintenance supervisor (Warren) and asked him to call me directly. When I explained to him the issue from start to finish, he stated hed see to it that it was corrected Monday.
I had already taken off Work Friday afternoon, and now I had to take Monday off as well. I was told to expect someone between 8am-12pm Monday. Noon arrived, but no technician did. I made more calls to Comcast to ask where the technician was and was informed that the Monday appointment was scheduled as an all-day, meaning he could show at anytime between 8am and 5pm
At 3:45pm the technician arrived. It was the supervisor of the technicians. He took one look at the cable box outside, and one look at the work done on the inside wall jack and then asked me to excuse him a moment while he went to the truck.
To my surprise, he actually returned. And, he returned with a second technician carrying a spool of cable, a drill with a foot-long bit, and everything else needed to completely re-run my cable from the inside jack to the outside box.
It took them roughly 40 minutes total to completely re-run my cable and fix not only the screw ups of the previous technicians, but the intermittent connectivity loss Ive been seeing for 2 years when the temperatures dropped below 35°F.
I got up this morning at 4am to test connectivity (because the temps were under 30°F) and had zero problems and no dropped connections.
In the end, all it took to get Comcast to perform 40 minutes of work was
2 Winters
34+ Phone calls overall.
8 Days of lost connectivity (4 this year and 4 last year)
6 Technicians (4 this year, 2 last year)
3 days off work
2 complete cable runs (last year they replaced the line from the main junction box to my outside box as part of another issue)
And they wonder why theyre a perennial front-runner for the Golden Poo award
