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 sumerian
join:2002-03-19
Abingdon, MD
| Comcast Abingdon, MD I just signed up for service and live only a few miles from edgewood. I am not impressed at all with the service of comcast. During peak hours I get about 128 down and 90 up. I have a fair amount of packet loss during peak hours as well. Comcast tier1 support (Greg) insist my packet loss is due to "not rebooting my PC every few days".
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Im too lazy to bit-ch anymore about them.
Richard | |
| | 
observer
@209.177.x.x
| Re: Comcast Abingdon, MD There are a few things to check with this packet loss. First, is to make sure your cable is going the shortest distance between the post at the road and your cable modem. Longer cables act like big antennas and pull in extra line noise. Second, is to make sure your cable isn't going near any motorized devices like microwaves, furnaces, or other similar pieces of equipment.
Meanwhile, Comcast is in the process of letting go of dead weight so you will probably get better techs in a few weeks.
If you continue to get packet loss, by all means keep complaining. Each complaint gets logged and reviewed. Moreover, be sure to get a ticket number, and use it for all of the calls. This is your support record, which means each subsequent tech you talk to will be able to troubleshoot with more specific methods. (providing you get ahold of one of the good techs)
After a few complaints, you are likely to get a service call (truck) to test the noise and power levels in your lines. Comcast wants your feedback, positive or negative. That is the only way things can be improved. | |
| | | 
nifft
join:2001-02-10
Newton Center, MA | Re: Comcast Abingdon, MD yeah, 2 trucks and a line tech later and im still complaining. They just wont fix the problems. Its a network issue but they dont want to admit to that. | |
| lunt
join:2002-09-16
t8k8d6
|  comcast and their tech support
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| | Beachcomber7
join:2002-10-03
| Re: comcast and their tech support lunt,
What'd you do get turned down when you tried to go in-house?
That's what you sound like... someone who thinks that they know all the answers, and the rest of the people around you don't have a clue. Unfortunately, you obviously know nothing at all about Comcast and its front line technicians. You most definitely don't seem have a clue about an HFC broadband system, or how it operates.
Yes, I work for Comcast. I've been in the cable industry for probably more years than you've seen. I've never apologized for what I do and don't intend to start now. The cable systems operated by Comcast and other MSO's are only as good as the people working for them. Like any business, we have some people that shouldn't be working for us, but eventually they are weeded out. Unfortunately, in every new group that is hired, there is always a small minority that just doesn't get it, and the cycle starts over until they are gone and so on, and so on, and so on.
So just to set the record straight on a few of the statements you've made, I've got a few things I'd like to point out.
First, our Technicians do not work in the office and answer the telephones, that's the CAE's and CSR's.
Second, while we do have to contract out some of our work, most of it is construction activities and the installations. Service and Maintenance are not contracted out (except in an emergency, like when a hurricane, or some other natural disaster causes so much damage it can't be handled in a timely manner by in-house labor alone)
Third, when the person you are contacting on the telephone says they are contacting Dispatch, that's what they're supposed to be doing. If, as you stated, "they are just yacking to the guy in the next cubicle", then they're not doing the job they were hired to do. And since you admit that's what you did... (I mean how else would you have such intimate knowledge of internal operations?)... maybe that's the reason you "used to work" for convergys.
Fourth, If you know so much about it that you "used the tools to see how many subs were packed onto nodes", why were you the one answering the telephone?
Lastly, 90% of the time there is a problem with the network, it is a signal problem. It maybe the result of coax cable that was nicked by a shovel when someone was landscaping their backyard, or it maybe because some college students decided to build a bonfire in the middle of the street and burned three (3) fiber cables in half that carried traffic to a large part of the network, or maybe there is a loose "F" connector in a customer's home and it's allowing interference get on the cable... right in the middle of that portion of the bandwidth that the network uses for communication... It can be any number of things that causes the network to degrade.
But it all comes down to one thing, Our Customers, the people that pay us for our service... the people that ultimately pay my salary... are inconvenienced and that is not an acceptable situation to me, or anyone of us that are doing our job.
If anyone reading this has a problem with their service and when you call you don't feel that you are being given an honest answer... ask to speak to the appropriate manager in the system serving you. If you get someone like lunt, report them to their manager. You don't need to waste your time with someone that doesn't care, and we do not want them working for us. If you feel like you did not get a proper response, then escalate it the General Manager of the system.
Those of us that do care, understand that you don't have to take our service, you do so by choice. We're not the telephone company, we're not the power company, or the water company, or any other essential service. We are very much aware of that distinction, and we want to provide you the level of service that you expect.
Sincerely,
Beachcomber
[text was edited by author 2002-10-04 00:27:26] | |
| | | scottj1
join:2001-11-24
Claymont, DE
|  Re: comcast and their tech support
I believe that you take you job seriously, however there are those who do not and some who are in management positions. Because of this mindset I elected to drop all services provided by Comcast and utilize DSL services for Internet access. For television I have satellite. Because they were unable over a period of years correct picture quality problems in addition to the audio separation problems I elected to disconnect. The problem appeared to be the audio level set was not correctly adjusted on not one but several descramblers in the head end. This caused a separation problem and Prologic to not work correctly. I was told they had no problem it must be coming from the satellite. I verified this information via the head end at the hospital I worked for. What I was told was not correct the audio from the satellite at our descrambler was fine. When I presented with this information to the manager of technical service he finally acknowledged a head end problem. Why did I have to go through this nonsense to have them admit a problem? Was it too hard to truthfully admit something was wrong? Don't you think that had they been more candid about the issue a customer would not have been lost? Perhaps my situation is different from others however I would be hard pressed to have any Comcast service in my home now or in the future. My perception of Comcast is poor, and to a customer perception is reality. | |
| ClaytonT2003
join:2001-11-07
Murfreesboro, TN
| The REAL Problem The one thing I don't like about Comcast is that every time you call with a problem, they do everything in their power to make you think that the problem is on your part, NOT theirs. Every time I've called with a problem, they've taken the same steps to figure it out. Step 1: power cycle the modem. Outcome - never solves the problem. Step 2: have you cleaned out your temporary internet folders and deleted your cookies? Answer - I do it at least three times a day, NOT the problem. Step 3: Reboot your computer and see if it gets any better. Answer - Rebooted before I called you, DEFINITELY NOT the problem. At this point, they decide to send a tech out. And I don't know why it always works this way, but on the day the tech comes out, the service is always running pretty steady. So when the tech tests my line, he never finds any problems. Coincidence? I think not. Comcast, quit screwing with us and give us what we pay for. You're sure as hell not doing that now, you only want money! | |
| | |
sdobart
| Took me about half a year It took me about a half a year to get my comcast up and running correctly networked between to computers. Comcast was at my house about 10 times replacing cables and modems. Now I get around 1.4 mbps on average. | |
| d4000
Premium
join:2001-11-15
Richmond, VA
| You think it's BAD NOW!!!!!!!!!!!!!!!! | |
| | ashworth
join:2001-10-06
Pittsburgh, PA | Re: You think it's BAD NOW!!!!!!!!!!!!!!!! You are right on this one !! | |
| KGBguy
join:2001-04-29
| Don't complain idiots. you guys are a tonn of idiots. AT&T and Comcast are good companies. AT&T has the best CC in the nation among cable companies.
now about low, high and pixeling. YOU HAVE INGRESS in you wiring. You need to run new cable in your house. Keep in mind, that AT&T or comcast are NOT resposible for your internal waring!!! and stop complaining freaks. One day when all you can get is 28.8 you will cry out for us. | |
| | 
Captain_Avat
join:2001-09-06
Harpers Ferry, WV | Re: Don't complain idiots. Why the hatred boy? I can imagine you are not a very pleasant person to be around. | |
| | | KGBguy
join:2001-04-29 | Re: Don't complain idiots. not when it comes to americans. I am glad that I don't live among your breed. | |
| MWR2NY
join:2002-02-06
Edgewood, MD
| Four Blocks Away I live four blocks away from Abingdon and I am satisfied with Comcast for over 1 1/2 years since the start of service. I have had system problems that I have corrected myself because it wasn't comcasts problem. Their are plenty of ignoramises out there that think it's a comcast problem since they can't fiqure out their Win98 OS or their mandrake 7.02 and won't get a good ping. Before blaming something or someone, make sure your house is in order or ask a buddy for help because chances are, your the blame.
Mike | |
| 
Athlon III
join:2000-08-27
Corvallis, OR
| It's because of your rating...
The reason you ended up in the 'Horror Stories' column is because of the number of stars you gave each category.
[text was edited by author 2003-09-12 05:03:36] | |
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The problem was never inside my house