 Review by CocoaVanilla 
UPDATED: 1.5 years ago
member for 1.6 years, 287 visits, last login: 154 days ago
 Tucson,Pima,AZ
 $42 per month
 "High download speeds"
 "Low upload speeds, tech support, reliability"
 "Almost anything is better"
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Install Co-ordination:
Connection Reliability:
Tech Support:
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Value for money:
(ratings below consensus)
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Up until about a month ago, I had used Comcast HSI here because they were the only game in town. And because they were the only game in town, they easily had a right to provide poor service - and they did. After many outages and a lot of bullshit from their tech support, I've finally left them.
I had almost canceled their service because of the Sandvine deal; I pay for a 6mbps/384k connection, and I expect to be able to lawfully use it as I wish (except for servers). However, there was unfortunately no alternate broadband option here.
A few months ago, Qwest DSL finally came to town with 1.5mbps/896k. Now, those download speeds are just laughable compared to the 6mbps Comcast offered, so I stuck with them.
About a month ago, I started getting over 50% packet loss every morning. Naturally, after checking all my equipment, trying a spare modem, even trying a different computer (hooked up directly to the modem), I called Comcast. After being put through the script I was told the earliest they could fix the issue was Friday (it was Wednesday). Excuse me, but that wouldn't work.  Being a Consumerist reader I tracked down a local Comcast guy's cell number and called him. He had a colleague call me, and they told me they could be out today if my cable TV also wasn't working, so naturally, I told them yes, it wasn't working.
Later that day, a technician came out and discovered there was a bad amp. I was told someone would be out within 24 hours to fix the issue. Later that night, I called the 1-800-COMCAST number to see if that order was put in. The CSR scheduled someone to fix it the next day (I was provided a time window but I can't remember it now). Tomorrow came, and who came? You guessed it... Nobody. Who called? Nobody.
So, I called Comcast's 800 number and got the runaround. The incompetent CSR put me through the script; I had pretended to follow it (I had already diagnosed it as a Comcast issue - heck, their own technician had done that). Finally, I got tired of it and politely told her that I knew what the problem was (and so did their technician), and that they just need to fix their amp. She rudely interrupted by saying "well, if you knew everything, you wouldn't be calling here" and I almost snapped at her. A technician was scheduled to come out the next day (again, I can't remember the time).
The next day came, and guess who showed up? You guessed it... NOBODY! And nobody called either. I finally called and told them where to stick their Internet connection.
1.5mbps/896k that works, from Qwest beats 6mbps/384k that doesn't work, from Comcast.
(Other notes: I probably would have rated value for money as a 5, before the packet loss issues, and before the Sandvine crap.)
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