 Review by jeffhambone 
UPDATED: 2 years ago
member for 6.6 years, 1464 visits, last login: a few hours ago
 Laurel,Prince Georges,MD
 $43 per month
 about 7 days
 "When it works, it works well"
 "Abysmal tech support, lack of follow-through on trouble tickets"
 "Consider your alternatives carefully; this company is headed south"
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Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings below consensus)
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I ordered Comcast HSI in April 2004. Purchased my own modem from Circuit City; got a rebate which reduced modem cost to $0. Initial installation went well, service performed near advertised speeds (3000/384 initially; 4000/384 later) consistently until May 2005.
Comcast "fixed" something in early May 2005. I'm now getting speeds in the 100/350 range consistently for the last three weeks. Have repeatedly posted test results -- modem signals, ping, traceroute, speed tests -- to DSLR and the Comcast help forums. Also opened a trouble ticket on 21 May 05. There's been no improvement, no forecasted resolution date, no communication unless I initiate.
They've got about another week to show some progress or even some concern, then I'm headed back to Verizon DSL. A reliable 1500/256 beats a vaporware 4000/384 any day.
[Update Summer 2006]
Well, I stuck with them even after another network "upgrade" in Spring 2006 which resulted in the same types of problems as I experienced in May 2005. Only took a couple of weeks to fix the upgrade.
Then came July 2006, when I moved from Columbia to Laurel, MD. That's only about 10 miles as the crow flies, yet it was nearly too much for Comcast to handle. Absolutely no coordination between the Howard and PG county sales offices. I had to order a "disconnect" in Columbia, and a "new start" in Laurel. Of course this meant three weeks' worth of lost e-mail....
....and the two missed installation appointments. I finally decided to let Mr. Roberts fix the problems in his PG county sales office. I also found out that there is such a thing as a "Customer Service Advocate", but apparently you have to threaten to cancel and file a complaint with the county cable commission in order to find out who it is. The CSA finally managed to break the installation logjam -- the Kodak moment being when she asked me to reconfirm my address since they couldn't locate it -- my response was "ask the tech who claims he was out here last week when I supposedly wasn't home, he apparently knows where it is".
FiOS is finally available here, but since I will be moving in less than a year making the swap makes little economic sense. I'm showing Comcast the door at the next opportunity, though.
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