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dmk08809

join:2001-09-08
Clinton, NJ
Reviews:
·CenturyLink
·Vonage
·Comcast
reply to dmk08809

Re: [Rant] [LONG]Another Tale of Multiple Truck Rolls

I sit here typing this latest update in utter disbelief and amazement. Just got off the phone with the person from "We Can Help" Comcast Executive Support I've been in contact over the past ~2 months and was told that even though the problem continues, Comcast believes they've done everything they could and are no longer actively working the trouble.

Was told, and I quote "I need to pursue the power company since its their issue", and that Comcast will not extend any billing credit for the ongoing troubles. This is despite a node-wide impact on many folks on this end of town, with some folks complaining perhaps even louder than I have. She recited FCC rules that stated credits only have to be offered for continuous 6-hour long service outages that are their fault, and this isn't their fault. The conversation became rather tense though I kept cool and remained firm yet always polite. She was more than willing to terminate my service however! (I almost did, but need to move some equipment around first plus still want to call the BPU and share this outrageous experience. Comcast has officially attained 'project' status, lol)

All I can say is... WOW! Such indifference and refusal to take any ownership or even offer credits is beyond absurd... These guys handily have earned the distinctive honor of probably being the absolute worst company I've ever dealt with in my many decades of being a consumer. They say its my responsibility to work with the power company on a node-wide known ingress problem. Uh huh... r-i-g-h-t...

Apparently its too much to ask for a stable, working connection for anyone on the west side of Clinton NJ at least when it comes to Comcast. Perhaps a good business strategy for these folks is to stick to delivering one-way TV and leave internet (& phone) to someone that's actually committed to it and has a sensible service ethic.

The only way to summarize my experience with Comcast at this point in two lines is to quote Eric Cartman of South Park fame: "I hate you guys so very, very, very, very much!" and "Screw you guys, I'm going home!"


plat2on1

join:2002-08-21
Hopewell Junction, NY

sounds like a good story for the front page of dslreports



owlyn
Premium,MVM
join:2004-06-05
Newtown, PA
reply to dmk08809

If you want a contact who may be able to help, or point you to another person, PM me.



dmk08809

join:2001-09-08
Clinton, NJ
Reviews:
·CenturyLink
·Vonage
·Comcast

1 recommendation

I've been meaning to post a followup on this "journey" with Comcast and its ultimate resolution. Before doing so I waited ~4 weeks after it seemed stable to ensure its wasn't another work-for-a-week and crap-out-again situation.

Am happy to report that after MONTHS of persistence our area's trouble appears to have been resolved once and for all. Despite some horrific customer service, rudeness of certain Comcast employees (a minority of them fortunately), and lack of ANY followup, we've had a solid and stable connection for the past 4 weeks.

The trouble, BTW, wasn't just merely due to power company equipment interference like Comcast insisted it was. Sure, its possible it may have been a factor, but it was absolutely not the sole reason. Turns out Comcast ended up stringing ~1/4+ mile of replacement coax mainline cable to this end of town serving my neighborhood as at least part of the fix.

It took nothing short of heroic efforts on the part of my town's mayor to get both JCPL and Comcast to even talk to each another and finally do whatever needed to be done. I realize and hated to bother any town official with such a matter, but as the local franchising authority lead she pulled whatever strings needed to be pulled. I know for a FACT that I wasn't the only one impacted and am also aware that others folks around here complained as well. Not entirely sure but the NJ BPU might have also weighed in somewhere in the process. Maybe because Comcast voice services (including 911) were also chronically impaired ?

Anyway, no more ranging errors, T3/T4 timeouts, or lousy performance. Signal levels look great. Am pretty consistently getting the 50M/10M Blast service we're paying for. Speaking of which, the Comcast WeCanHelp exec support person who barked at me to contact the power company for a cable service refund was obviously off her rocker. My mayor was appalled when she heard that and offered assistance in getting credits issued if needed. A final call to Comcast billing wasn't quite so tense or combative and they did in fact post an appropriate credit for the outages.

Lessons learned: As frustrating as it can be stay the course and don't give up. Be tenacious. Don't believe any excuses that shovel blame onto someone else. Engage whoever needs to be engaged across all levels of Comcast, your franchising authority, and even the BPU if needed. Thanks for the offer Owlyn but it seems resolved now. Too bad it took over 4 (!) months to get fixed and only after tremendous effort on the customer's part. At least I'm sure my neighbors are secretly thankful (haha, yeah right).