Sorry to hear you too are having issues with Comcast. In our nieghborhood 17 of th 30 homes are having issues that have been reported over and over again for months. It's like the employees have no pride in their work - cause they're the only cable group in town. I had a technician tell me one day when he was here to troubleshoot my problems that he could not replace the little black box - because he had turned the ticket over to the maintenance group to track the problem. I ask if he had a black box on the truck and his reply - yes.....but you'll need to call and open up a ticket because I have already closed this one out. I was so frustrated and here I sit two weeks later same issues, and no one that will take the time to actually track down what this issues are in our neighborhood. They are such a dis-jointed organization - the left hand doesn't know or doesn't want to know what the right hand is doing. I sure wish I knew where CUSTOMER SERVICE went............
About a week ago, our Internet connection became intermittent, but mostly on. Eh, no big deal, this happens on occasion and usually the connection comes back with nearly 100% up time.
However, this time the connection dropped completely (only two blinking lights on cable modem) on Sunday (15Aug07) and didn't come back on. I checked all the cable jack connections (outside, basement, wall), still no synch. So, I called to report the outage, went through the Comcast required steps in troubleshooting and still no connection. A technical support visit was arranged. I gave two numbers to call, home and cell phone, with the understanding that the technician would call 30 minutes before arriving. The time of the visit was scheduled for 3:30pm to 5:30pm yesterday. So far, so good.
Thinking that if the technician calls the house and gets no answer they would call the alternative number (ie, my cell), I wasn't worried about getting home by 3:30pm because I could easily be home within 30 minutes. Isn't that the purpose of providing an alternative number? Otherwise, why have an alternative number on the trouble ticket?
Well, here's what happened: I get home at about 4:45pm to a message on the home phone that a technician is waiting outside. Huh? What about the 30 minute lead time and the alternative number? I called Comcast to find out what happened. They said they don't call cell numbers and that the person who took the original help ticket was mistaken in doing so. WHAT?!?! Okay, so what about the 30 minute lead time? "I'm sorry, there's nothing I can do." UGH. So, I'm forced to reschedule the appointment for TWO days later (and not have the Internet during this wait) all because of Comcast's inability to so what they promised: Call an alternative number and provide a 30 minute lead time.
Verizon has installed FIOS in our neighborhood and have been pounding our door and phone asking for our business. With the given package that we'd want the cost is a nominal difference (<$1 per month) compared to Comcast so the hassle of changing emails, etc. is not worth it. However, if this is the type of customer service that Comcast offers, we are seriously reconsidering.