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Review by dansfbay 
Posted: 4.4 years ago
member for 4.4 years, 1 visits, last login: 4.1 years ago
 San Bruno,San Mateo,CA
 $29 per month
 about 3 days
 "Faster than ADSL, always on connection"
 "can drop to 128Kbps down stream, and fluctuates constantly"
 "better alternative to ADSL, company has monopoly on service."
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I have been a subscriber now for 2 years. I have been sticking by San Bruno cable out of necessity. I am too far from the nearest central office to go back to DSL. Please read the email correspondence i have had with the director of the call center. I am STILL haveing major issues with them and am not getting any results.
Director Mon 3/28/2005 11:37 AM
I have been a subscriber of both your cable and internet services for well over a year now. My payments are seldom late and rarely will I call in a trouble ticket. I am very aware of the change over that is occurring within the internet division and I am sure that this is a major head ache. For roughly about 2 ½ months now, my internet connection has either been poor – mediocre to non existent. I have been very forgiving as I am aware as to how difficult this transition is. However last night was the worst I have ever seen it. During startup windows establishes your pc’s IP address to get you ready for the internet (this is my understanding). I believe this process is called DHCP. I spoke to one of your technicians regarding my static IP address and he mentioned that my connection is being routed through multiple locations something about “tunneling pseudo interface”.
Last night the DHCP was having so much difficulty, that starting applications after windows starts was impossible until the DHCP was completed. I tested this theory by merely turning off my modem. There is nothing physically wrong my either my modem or my windows environment. There have been no changes on my end. This is unacceptable. I don’t mind having a bad cable signal at my TV (which is also and existing problem), but I need to access files on a daily basis through PC Anywhere and when my connection drop rate is 2-3 times a day it turns into a major inconvenience. I pay for this convenience and I wouldn’t trade it for any other service.
Today I spoke to a customer service rep and although I initially was frustrated and cancelled my subscription, it was in haste. The operator showed no empathy and while that may be too far for them to reach, I feel (as I am sure other subscribers feel) that an exception needs to be made. Cable subscribers see your service as a utility (whether it is or not), and therefore to some it is essential that this service is running at its optimal conditions. If the service is failing (network wide) than customer support needs to take action to ease their customers doubts in the quality of service that is being provided. To date, this “action to ease” came in the form of an email. This is not personal and not acceptable. If you want to reach the people that pay to keep these services running please show us you care. Tell the operators to be more empathetic, they are being paid to give us answers and to assure us, not to demean or belittle or concerns. Our concerns are valid and not unfounded.
My understanding is that these issues with the network are to be resolved in mid April. I don’t expect the process to speed up, I’m sure it will be finished when it can be. I do feel however that billing compensation is a fair gesture in this particular case. I have been a loyal customer and may continue to be so if this is handled with nobility.
Thank you for taking the time to read this email.
Daniel *** of San Bruno, California
Reply: Mon 3/28/2005 8:41 PM
Hi there, Daniel,
This is Matt from SanBruno Cable, Supervisor of the Call Center, and just wanted to take the opportunity to reply back to this very thoughtful letter sent to me by Tenzin, our Cable Director.
We definitely appreciate the respect you have shown and wanted to let you know that I will personally be calling you at your earliest convenience, tomorrow. My hours are from 10:00 - 18:00 PST for this week until Thursday. We have your email address and shall sync that up with a phone number from your account info in order to make this happen. If you think we may have outdated information phone number-wise please reply back to this email, or call the number(s) after my signature, with any other number(s) we may not possess.
I would also like to take some space in this missive to apologize for your troubles, but will not waste your time in making any excuses for the service as it is now. It is not up to expectations and for that we are sorry. Your own knowledge of the facts that we are seriously trying to fix any and all issues that have arisen and will arise, is most appreciated. To that end, I would like to give you my direct line so that if ever after our completed work fails - heaven forbid - please do not hesitate to let us know. We do try to keep on top of outages and the like, but sometimes, it is indeed the customer responding to a failure that alerts us to its presence!
Thank you again for your understanding, and of course: your loyalty, as we hope to make things much improved by the allotted time left us in our ETA for said 'fixes'.
I look forward to being the one to hand you some great news once we do progress from our state of affairs as they are now.
Regards,
~Matt B~
Supervisor, SanBruno Cable Call Center
Direct Line = 1.888.207.0203x1103 } 24/7 Tech Line = 1.888.207.0204
3 months later Wed 6/8/2005 9:51 PM
Hey Matt,
I received your voice mail a couple of weeks ago, checking in on my service and wanted to say thanks for concerning yourself. I have yet to here from Tenzin with the exception of the email he sent all of his subscribers apologizing for the delay with the hardware. I am in a predicament; the cable internet service has been fluctuating lately and tonight my download shrunk to 220Kbps. The worst I have seen it in the last week was 152Kbps. The real quandary is that I have no choices for broadband; I am too far from the nearest DSL central office to justify signing up and as you know, Comcast will not be coming to San Bruno anytime soon. This puts me in a position to “remain loyal” almost against my will. So you can imagine that 1 person asking for a little compensation feels like a waste of time. This email is wasting my time, the internet already wastes my time, and I don’t need it to be slow too. Tenzin could have very easily compensated his subscribers a free month. I mean what are we talking here 500,000 maybe 600,000 AT MOST. I don’t want to leave; it seems if I did the only thing that would result would be 1 really bitter customer leaving. Currently I work at UCSF Parnassus and on a daily basis I deal with picket lines, protests, public out cries and just people being plain pissed off, one thing I have learned working around this environment is that annoying and pestering as it may seem these public out cries or rallies can get results from time to time.
Daniel ****
of San Bruno, California
I would like to start a petition to get San Bruno Cable Internet subscribers a refund for March or April. If anyone is interested please reply to this post or email me at danielsfbay@hotmail.com
This is a serious matter that needs to be addressed. I can only address it with a large voice and mine alone is obviously a waste of time. Please show your support for better customer service by replying.
Thank you.
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 Review by njrichie
Posted: 6.1 years ago
member for 8.6 years, 2323 visits, last login: a few hours ago
San Bruno,San Mateo,CA
$31 per month
about 3 days
"Fast Speed, Good Tech Support, Great Value"
"Might be a problem with DHCP addresses."
"Fast, Better Priced than SBC, Works Well"
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I was able to help my friend over the phone order, set up and test this service. The time between ordering and service was three days. The tech arrived and had to rewire the cable line so that the cable modem ran off its own split. He lives in an large apartment complex with many apartments and I was concerned of signal loss. But he was able to get a good signal to his cable modem. He purchased the cable modem directly from San Bruno Cable at a cost of $50. This was a new Motorola SB4200, a very good deal! The service worked well, right out of the box and he is getting over 5MB down and about 900kb up. The only problem was that certain web sites he was unable to reach with this service. After writing to tech support (They only have one person who does tech support) and checking his pc, we were able to determine that the problem was with San Bruno Cable. After sending tech support the IP address and MAC address of the modem, he was able to fix it by assigning a Static IP address to his modem as opposed to a Dynamic one that he was orginally assigned. This did fix the problem but it took a few emails back and forth to finally convince them that it was their side. This was the only problem with San Bruno Cable. My friend is getting faster speeds for less than Im paying!
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Review by tanor
Posted: 7.1 years ago
member for 7.1 years, 0 visits, last login: 7.1 years ago
San Bruno,San Mateo,CA
Contract price not specified.
"They are the best"
"I love this service"
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I just love this service! Keep up the great work!
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San Bruno Municipal Cable
