Review by cedarwaxwing 
UPDATED: 2.1 years ago
member for 2.3 years, 11 visits, last login: 2.1 years ago
 Bethesda,Montgomery,MD
 $160 per month (24 month contract)
 "slightly less expensive than what we were paying. Some techs seem to know what they are doing"
 "Highly unreliable service to our house. Two months of outages (at first occassionaly, then multiple times a day)."
 "Steer clear if possible"
| Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings below consensus)
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(update at end)
When RCN�s prices began to inch up, we made the decision to switch back to Comcast. We�d had reliable service with them a few years earlier, and expected the same. We ordered an all-in-one package for what we thought was around $130 a month (the contract we signed was for that amount). Our regular monthly bill, however was over $160 � the billing department indicated it was for the extras we had (HBO & Showtime, HD box, DVR).
The installation on June 5 went smoothly. It took maybe two weeks from the order to the installation. When the tech connected the telephone to the modem (Touchstone telephony modem), however, I was shocked. I was not aware that the phone service was to be VoIP. I should have done my research. Had I known that, I would never have gone with Comcast phone.
I was out of town for two weeks after the install, so don�t know exactly when our real troubles began, but we had one trouble call on July 13 and another (special request) on July 15.
By mid-August we were keeping track of phone calls being dropped and the Internet being dropped. I also noticed that the modem would occasionally reset itself. Because we have our modem in a different room from where we spend much time, I can only assume the modem was resetting more than those few times I noticed it when I was in that room.
The trouble calls (tech visits) I recall most vividly started when we were having several interruptions of service a day:
August 15 - Two techs (possibly contractors) looked at the problem and said we needed to call Comcast to request a dedicated line to the modem.
August 17 � One tech (probably Comcast) provided a direct line to our modem. He was here at least 2 hours. The modem worked when he left. On August 18, noted a drop of phone and Internet service) and called Comcast again.
August 19 � One tech (probably contractor) installed new �drop� from street to house. Tech did not check levels at modem, although he claimed to check levels where they went into the house. Said that the line from the house to the street was old and cracked. Shortly after this date we continued to have intermittent dial tone outages and loss of Internet.
August 23 � One tech (probably Comcast) checked wiring in one phone outlet, found wires close to each other. Taped them apart from each other. This solved an issue with a constantly blinking Telephone 2 light. Modem worked, Phone and Internet was up when tech left. Shortly thereafter we had dropped calls, intermittent loss of dial tone and loss of Internet connection.
August 28 � Another tech. No resolution.
August 31 � Said upstream was too high and scheduled Line crew to fix. (would be out within 72 hours) Left phone number in case problems didn�t get fixed.
September 3 � called Comcast and asked if line crew was out. (phone and internet continuing to go offline). Comcast said it was out yesterday. Tech up graded issues to CAP (Customer Assurance Program) Crew. Said Supervisor would phone within 24 hours.
24 hours later � no call from Supervisor.
September 5 � called Comcast to enquire on status of CAP Crew. Was told, Very sorry � we had outages. Will call by noon.
11:45 same day -- contacted by CAP Crew member. Received direct phone number to CAP Crew, ticket issue number, and names of those in CAP Crew office. Scheduled Tech for September 7.
September 7 � Tech arrived. Looked at set-up. Changed ends on some cables, shortened one cable cord. Checked levels � some low � some in negative numbers. Climbed on ladder. Said he found the problem. The port was faulty. Switched ports. Modem not working when he was getting ready to go. Then it worked, he left, and immediately after he pulled away modem reset itself. Has been up and down since then � same as before.
Called special CAP Crew number. Got re-routed to customer service. No way to leave message. Called again � but chose option to talk to operator. After two calls she said she would have someone call back.
Hours later someone called. Asked if tech that came out was a supervisor. I said I had no idea. He said, that it was not a supervisor and that he or the tech would get back to me shortly. He was trying to arrange for a supervisor (or the same tech) to come back.
Hours later same someone called back. Was on the telephone with someone else. Could not talk to Comcast person.
September 8 � This being Saturday, the admin offices are closed and the special direct number now has a recording that says it is an invalid number. Called regular Comcast number to see what was up with my CAP Crew issue. Woman on phone helpful, but said that there was an outage in my area, so this trouble call would be noted as an outage, not a request to talk to the CAP Crew.
Update:
A month later -
The connection issues have toned down a lot - we still lose connection occasionally, but not several times a day like before. We had a few of technicians out after the one on the 8th of September, but nothing seemed to work.
I finally complained to Montgomery County - they have an online complaint form as well as a telephone number to call. Within an hour I got a phone call from the Montgomery County investigator. He sympathized with me and said he'd file a complaint on my behalf. That was a Friday. On Monday I got a call from Comcast's County rep. who scheduled someone to come out the next day. (This person was scheduled to come between 9 and 10 as opposed to 8 and 11 - much more convenient). The technician (actually two) did a thorough check of my set-up and determined the problem was before my "port" and scheduled a line crew to adjust the levels. Since that visit we have not had many outages. The county rep called back and told me he'd given us a substantial credit. (It was very substantial - I didn't expect them to give us such a credit).
However, back in early September we'd gotten so fed up we called Verizon to have FiOS set up instead. We are scheduled to get it on Thursday.
Lessons learned from this experience:
-Don't be seduced by fancy gimicks
-Research your product before purchasing
-Don't wait two months before calling the county
10/12/07
Took my equipment back today and was told that instead of owing $274 or $82, I owed nothing - they were sorry for the trouble I went through. Wow
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