08-10-2012 05:46 PM
We have been long time Comcast customers, lets just say our account number only had 4 digits. Well you get the idea.. I am also in the Tech Sector as is my lovely wife. Both Engineers and both require high speed internet. due to telecommute requirements for our careers.
About 5 years ago our internet would just stall. Since we use VPN and VoIP (before Comcast offered it) the calls with the Xfinity voice either waffled, made you sound like Darth Vader, or just dropped the call. I had work arounds ( what true geek doesn't) but I noted the internet speed was degrading along with the signal just stopping. I began leaving a ping tool up watching the internal and external IP. and I began calling Customer Service to have a technician come out. I wont go into all the details but 4 years later I could mail a letter faster than I could send email. As I said my wife and I telecommute 60%+ of the time, at odd hours.
After some 2 years, 1 tech said " I would like to leave my equipmenrt on your line for a couple hours if thats OK" and lo and behold he found what the 20 min tech fly-bys didnt, He saw the signal loss. He reported it to is supervisor, and after a month or so I called to see what the progress was. Lets just say Customer Service no such report was filed, because there was no field report like that. I had been denied a supervisor before, but this time I prevailed and got through to one who politely told me what I was telling them was impossible, Over the next few months it believe it or not got worse both in signal loss and Customer Service. I was actually invited to become a Century Link customer by a Comcast Representative.
Physics can teach us something evertday. When a 5 ounce weight is dropped from a high enough distance, well, you dont want to be in the impact zone.
I wrote the entire leadership team of Comcast.Yes, Brian Roberts, David Cohen, those leaders. I made a very clear and concise case with timelines, numbers, and the customer service guarantee. It was not inthe least bit rude or demanding. I simply asked for help in resolving an issue I had been having for almostt 5 years at that point.
About 4 hours later I received a call from a Regional VP, who assured me it was being handled. As did a manager and a senior techician who arrived at my home at 8 am the next morning with a line unit..He was in touch with me daily for the better part of 2 months. (the signal got better but not what I would call fixed)
The issue was in equipment up stream, but we had discovered it because of our heavy internet use.
Physics 101 P= m V. Momentum
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