Review by Hesher 
Posted: 303 days ago
member for 7.2 years, 1981 visits, last login: a few hours ago
 Sycamore,Dekalb,IL
 $45 per month
 "quick speeds. almost always reliable"
 "when have problems, I can't stand going through prompts for 4 minutes before I can even think about talking to a tech"
 "If there was another option that even came close to the speeds, I'd switch"
| Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)
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Can't really comment on getting the account set up, it's been years.
Recently though, I have had a problem staying connected. Argh. it's been on for five minutes then off for 5 minutes for the last 3 days.
I'm so sick of unplugging and plugging back in my modem and router and then shutting down my computer that it's making me nuts. First they said it was my modem. The next day, I hooked up one of their modems instead of my own and it worked for a bit. Within 20 minutes, it was down again.
Now onto day 3 of the problem, I once again go through all of the unplug, plug in mess. They set up an appointment for Sunday (today). When I switched modems, I also replaced an 8 year old digital converter box. When I called to set that up, they said there was an outage in my area. By the time my tv came back up, my Internet was up as well. The internet was up all the way through the time (about 12 hours) the tech called to tell me they were on their way. At this point, this was the longest I've had connectivity for 4 days, so I'm thinking it had something to do with the outage and I cancel the tech coming out. Of course this is the first time they've ever called me at the beginning of the service visit window. Well, an hour later it went down again and have been sporadic since then.
I called to try to get the tech out (2 hours left in the service visit window). I've now spent 3 hours on the phone with comcast and my patience was thinning. They tell me that window is now gone and they have an appointment for today from 1-4...I've got my father's 70th bday to go to and then my god sons 1st bday, so I couldn't do it. The next appt.........WEDNESDAY!!!!!! I'm so tired of this. I should've never cancelled the first appt., but even if they came out, they would've just said it's all working. 1 week with a problem is unacceptable. I'm so frustrated right now and don't know what to do. The tech I talked to suggested that I talk with a superviser...I didn't even ask for this but she said I should do this. So, I get the superviser on the phone and she tells me pretty much the same thing. Today when I'm booked or 3 days later on Wednesday. She said she couldn't talk with the local dispatch and the best she could do is send an email for them to call me if there is a cancelled appointment. She did credit me one month of service without me asking and the supervisor did put up with a little of my ranting (for me not to go off after 5 phone calls and 3 hours on the phone in 4 days is pretty impressive for me, and I even appologized before I went off because I do know it's out of her control and I'm sure they get enough people just really cussing them out(which I did not do)). I don't even care about the money though, I just want my service up and I think after having an appointment already set up and shamed on me for thinking the problem was fixed, but throw me a bone. Another 3 days with sporadic service at best in not acceptable.
Followup comments:  
MadMANN
Premium
join:2005-08-19
 ·Comcast
| Sounds like. . . They seem to have gone above and beyond working with you. A months worth of service credit for a week long outage is more than they had to give you. If you cancel your appointment you have to expect that they wouldn't be able to get you in until they have an opening.
If you want any other help in the meantime, I suggest coming over to the Comcast HSI board and posting the relevant information. Who knows if anyone can help, but there are some good people there who will try their darndest and you wouldn't be any worse off than you are now.
I agree that a week without service is unacceptable, but you have to let them come and troubleshoot the issue before you can expect results. Not all issues are fixable over the phone. | |
|  | Hesher
Premium
join:2002-09-26
Sycamore, IL
·Comcast
| Re: Sounds like. . . I don't disagree with you at all. Like I said, shame on me for canceling the appointment. I also did not ask for a credit and was very pleased with what they offered me. I would've asked for a credit after the problem became solved. I still think 4 days for an appointment is not acceptable. And look now, here I am on the net without any issues for the last 4 hours.
If I was 100% dissatisfied with the results of all of my calls, I would have probably given a very bad review and I would be on the phone ordering dsl and just accept the slower speeds to be expected with dsl.
I also think that they should not make us go through so many prompts in order to get someone on the phone. Each call has about 2min. 45 sec. of going through the prompts and then when someone does get on the phone, they pretty much ask you the same questions anyway. It's not just comcast doing this but pretty much all companies and it is a real disappointment that this has become common practice in our country. Just 10 years ago, this would've been considered inferior customer service and would not be accepted. With the amount of money I pay them each month, I shouldn't have to sit through recorded messages.
Even if I am still up on Wednesday without any other interruptions, I will not cancel that appt. because my luck is always that as soon as I tell them everything seems fine, it will go down again.
I was actually getting ready to post in the hsi forum when I saw your response. | |
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