bdf454 join:2014-09-02 Clinton, MI |
bdf454
Member
2014-Sep-16 12:21 pm
[Connectivity] How do I get a line tech out?I have been having internet problems for the past month (since I moved here). The internet drops out 30+ times per day. I scheduled an appointment for a comcast tech to come out. The premise tech arrived and checked all my connection, lines, and modem and it was all within acceptable levels. He put in an order for a line tech. I saw the line tech outside later in the day and went to talk to him. He was replacing my tap outside. I explained the problem and he said he didn't realize it was that bad and was probably more serious than a bad tap. He was right it wasn't the tap because I'm still having the same problems. He said he would look into it. A couple hours later he knocked on the door and told me the problem definitely wasn't in the house. He had pulled up the logs and the whole neighborhood was having the same problem. He indicated the problem was with a Comcast line or equipment somewhere and that he would be back the next day. It is almost a week later and if anything the problem is worse. I've tried calling Comcast to get a line tech back out to find and fix this issue but no one a will point me in the right direction. How can i get in touch with local line techs to come back and fix this problem? |
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BinkVillains... knock off all that evil join:2006-05-14 Colorado |
Bink
Member
2014-Sep-16 12:34 pm
Call support and tell them your problem is still not fixed. Tell them youll cancel the service if the problem is not resolved this week (pretend like you have a choice when it comes to Internet service! LOL!). |
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2 recommendations |
Atechoutwest to bdf454
Anon
2014-Sep-16 12:52 pm
to bdf454
You cannot get a line tech out directly. You have to have a premise technician out first to verify it is not a house issue. (Which you already did , I know, sorry). Then preise tech will make the call for line tech ( out here we call them maintenance techs). |
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cp Premium Member join:2004-05-14 Wheaton, IL |
cp to bdf454
Premium Member
2014-Sep-16 3:09 pm
to bdf454
said by Bink:Call support and tell them your problem is still not fixed. Tell them youll cancel the service if the problem is not resolved this week (pretend like you have a choice when it comes to Internet service! LOL!). Sadly, this is the truth. I just went through this same experience. Outages every night for a week. I called in every day about it. They tried offloading the blame on my modem. It took a cancellation call and an email to we_can_help@comcast.com to get it resolved. |
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cHarley join:2013-07-10 Boynton Beach, FL Motorola MB8600 (Software) pfSense
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to Atechoutwest
said by Atechoutwest :You cannot get a line tech out directly. You have to have a premise technician out first to verify it is not a house issue. (Which you already did , I know, sorry). Then preise tech will make the call for line tech ( out here we call them maintenance techs). Every time I have a premise tech out for a problem, I pray he finds and fixes it. Every time a trouble gets turned over to an outside line tech, it's as if it disappears into a black hole that the Comcast call center people seem to have no record of. The call center people know nothing about the problem, and there's virtually no way to know whether it's being worked on or if it's just been deep sixed. |
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gar187erI DID this for a living join:2006-06-24 Seattle, WA |
there is no real way of tracking issues when they get handed to a line tech. alot of issues are an email saying "hey go check this out". |
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cHarley join:2013-07-10 Boynton Beach, FL Motorola MB8600 (Software) pfSense
1 recommendation |
said by gar187er:there is no real way of tracking issues when they get handed to a line tech. alot of issues are an email saying "hey go check this out". And today, an executive in a (non-monopoly) fortune 500 company, would have his head on a platter with that kind of non-accountable, non-trackable management system. |
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train_wreckslow this bird down join:2013-10-04 Antioch, TN Cisco ASA 5506 Cisco DPC3939
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to gar187er
said by gar187er:there is no real way of tracking issues when they get handed to a line tech. alot of issues are an email saying "hey go check this out". for real? that stinks... |
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owlyn MVM join:2004-06-05 Newtown, PA |
to bdf454
Contact your franchising authority (listed on your bill). Ask them to contact Comcast's franchise liaison to intercede on your behalf with the local head end crew. |
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Sootycapped to gar187er
Anon
2014-Sep-17 9:55 am
to gar187er
And the line tech just cancels the order and goes about their normal duties. Happens all the time here. When you go to the local office, some one promises to check into it and call you back. When you return to the office, you cannot find the person that made the promise. Standard operating procedure. Happens so often to me, I believe that it must be company policy to lie. |
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bdf454 join:2014-09-02 Clinton, MI |
bdf454
Member
2014-Sep-17 10:12 am
As an update Comcast just wanted to send out another premise tech so I emailed the corporate email, we_can_help@cable.comcast.com. I got a phone call back and they said they would contact the local supervisor and let him know the problem still wasn't fixed. Hopefully it gets resolved soon. |
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to bdf454
I've found the best way to grease the wheels is to tweet @comcastcares. When I've done that, all of a sudden I get personal calls from their "Escalation Department," and they even follow up to make sure that the work was done. |
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gar187erI DID this for a living join:2006-06-24 Seattle, WA |
to train_wreck
some are tracked, but only a direct referral from a service tech, and even then alot of line techs will make a separate job to work off of.... |
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