07-30-2011 10:17 AM
07-30-2011 12:05 PM
I totally agree, "Comcast Blows!!". My internet is down an average of 10 times a day lately. When you have a bundle, this presents a major problem. In particular, phone service. I'm also looking into other providers.
07-30-2011 12:19 PM - edited 07-30-2011 12:22 PM
I've called several times with internet and cable tv issues and the sevice desk always without fail will tell me there are no issues in my area. They then schedule a service call to my apartment. I'll walk out of my apartment to the street, and there's a comcast truck parked by a utility pole and a technician on the pole working, but the call center knows nothing about it. How can they not know they have work being performed and where their service people are?
One call I made, on a weekend, went to a call center in Canada. The rep knew there was a problem and was able to tell me what streets bordered the problem area. That monday I called again to verify the service call and got my local center and they knew nothing about the problem. And no one could answer why.
07-30-2011 12:39 PM
Oh man the we need to end service technician thing and get more money. Seriously if the dropouts and bad service are at the same time of day everyday you can tell me that is an issue with wiring. Unless bad wiring takes naps at certain times of day.
I am looking into doing a long term (week) quality monitoring of my service and then getting report.
07-30-2011 01:21 PM
How can they not know they have work being performed and where their service people are?
Comcast has thousands of tech out there everyday -there just isn't a practical way for customer service to know where every tech is at every moment. There are always techs working in your system on something.
07-30-2011 01:23 PM
Seriously if the dropouts and bad service are at the same time of day everyday you can tell me that is an issue with wiring.
The time of day thing is a red herring. Any tech will tell you they hear it a 100 times a week. 99%+ of the time, it's not a system issue.
07-30-2011 02:00 PM
Agreed. I found a smokeping latency tester on DSLreports. It is pinging the comcast router so it doesn't take into account my router and computer. Which is good. I don't know if a ping will show it though as that isn't any real data throughput. Would be nice if it was sizeable packets.
07-30-2011 04:21 PM - edited 07-30-2011 04:21 PM
Post more info...we might be able to point you in the right direction at least:
1) Please connect your computer directly to the modem via Ethernet ( no router, no wireless, no USB )
2) Run ShaperProbe and post your results. (It works with Win 7)
3) Post your upstream and downstream signal levels (click the link.) We are interested in your power levels (dBmV) and your Signal to Noise Ratio (SNR).
4) Let us know to what speed tier you subscribe.
5) Post the make a model of your modem.
07-30-2011 05:14 PM
So a company this big with that many technicians never heard of computers, even though the offer internet service, and never dealt with WORK ORDERS? Are you saying Comcast is more incompetent than people believe? I've worked in aviationa and the aircraft flew internationaly and the flights could be tracked and any maintenance being done would be known as it's being performed because supervisors and managers needed to know the status of the equipment at all times. So again Comcast doen't know where their people are or what they're workin on?
07-31-2011 10:38 AM - edited 07-31-2011 03:34 PM
Install techs, yes, Comcast knows where they are. They have hand-held computers that are used for dispatch and communication. A rep could easily locate a specific tech if needed. Maintenance techs basically work w/o supervision - they are monitoring the system and fixing little problems before they become big ones. They could be anywhere in the system at any given time - they generally try to confine outages to overnight hours, but may cause short outages during the day if necessary. It's not practical to notify 500 customers of a 5 minute outage.
07-31-2011 02:00 PM
That's a white wash answer. If a technician is working unscheduled maintenance, and service is going to be interupted, the company should know when the work is being done. The techs should be telling some on what they're up to. I'm not saying Comcast needs to notify all customers beofore the work is performed. If it's unscheduled how would they do that? But when a customer calls that service is out, the center can say there's scheduled or unscheduled maintenance being performed and give an estimate of when service will be restored. That the company doesn't know that techs are performing work is ridiculous. Where's the accountability for the work performed,time and materials? Going back to my previous post, how is it a center in Canada can give me detailed info on an outage in AZ, but locally no one knows about it? Sounds like a very inefficient system in the states.
05-05-2012 08:40 AM - edited 05-05-2012 09:06 AM
I live in an apartment so satellite isn't an option.
About every six months me TV picture becomes heavily pixellated, and the sound goes in and out.
What happens is that the tech comes out and switches my bad connection with a better one. A few months later someone else in the complex calls them and they come out and switch their bad connection with my good one.
TV service has been iffy for three weeks...
Between working during the day and dialysis at night, and numerous hospital visits, I just got around to scheduling a service call.
The next time they had available that doesn't conflict with work or dialysis was next Saturday.
I requested that I be given a credit for the week between now and then, and the rep told me that they couldn't do that because they had a slot open Monday (I am having a new catheter placed in my heart Monday) that I declined. So I must to pay for a service that they are supposed to be providing, but aren't. This is because they are blaming me for not being able to be home for the service call of THEIR choice.
I am posting this message everywhere I can this morning to warn potential customers who might not know better.
COMCAST SUCKS!!!!!! (a POS is a POS whatever you call it)
I have a large format plotter, and printed a six foot long banner that reads "COMCAST SUCKS - ask me why", and hung it in my picture window. I feel a little better now. Thanks for the vent.
I'm sick to death of having to call you guys every six months, take a morning out to get YOUR problems fixed, and will not take it lying down any more.
07-23-2012 02:46 AM
I only have cable TV from Comcast. The service has been so lousy and is so ridiculously expensive, there's no way I want to have them for an internet provider, let alone for home phone service. Seriously, I want home phone service where I have a dial tone even if the power is out, which is something Comcast can't provide. What has me currently totally frosted is that my cable bill just went up from $105.15 to $111.11 and for what? Nothing has changed! I don't even have any premium channels. I pay extra for the HD package and a DVR so I can record shows in HD. I can't believe they think $105.15 isn't enough for doing nothing -- I've been hooked up for years and they don't do anything except provide a cable connection.
My favorite thing is that Comcast apparently gives all their customer service job applicants an EEG when they apply and that way they can screen out all the applicants who still have brain waves. When I'm watching cable and a channel goes black for several minutes and I look at a bunch of adjacent channels and find that three of them are "down" and the rest are fine, I call in and invariably I get some dipstick who tries to make an appointment for one of their people to come out to my apartment. "Excuse me," I say, but only three channels are down so that's something on your end, because all the rest of the channels are still working." Then they ask which channels are down and I ask, "Do you want the broadcast channel numbers of the numbers on the cable box." "I want the broadcast channel numbers," they say, so I proceed to tell them channels 2.1, 5.1 and 11.1 are down" and the idjit responds, "Sir, TV channels don't have decimal points in them." Oh my God. "Yes, they do," I explain, because the entire country went to digital TV, and now broadcast channels are no longer integers, not since analog broadcasting stopped. "Depending on the make and model of your TV," I explain, "channel numbers either have dots or hyphens in them." Finally, the idjit checks and says, "We have no reports of outages in your area." "Yes," I said. "This just happened, so you don't have a report on your computerized system yet." I now know not to call in when channels go black and I leave the experience to other people.
Then there's this service mark called "Xfinity" that Comcast is using to try to hide the fact that it's still Comcast you're dealing with. Calling their services "Xfinity" is definitely putting lipstick on a pig.
My AT&T DSL may be slower than Comcast's internet service, but in over 10 years, it's gone out on my maybe five times and four of those times it was back up and running within 30 minutes. Further, the only time I couldn't get a dial tone on my home phone was in 1989 in the hours following the 7.1 Loma Prieta earthquake, because too many phones were bounced off the hook in the quake and too many people were trying to make phone calls. (I didn't have a cell phone then.) It has been reassuring, when the power has gone out, to be able to pick up the phone and make a phone call. Since Comcast's home phone service depends on a special telephone modem hooked up to the cable, and that modem needs power from an AC outlet, the phones fail (1) if the power goes off or the modem gets accidentally unplugged, or (2) if the modem dies.
So why don't I switch to AT&T U-Verse? Because it's not available at my address. AT&T told me yesterday it would be available by the end of the year and, believe me, I'm switching as soon as it becomes available. Then, instead of paying $111.11, I'll be entitled to a "bundle" from AT&T since I already have home phone and internet service, and my cable TV will cost an extra $57 a month -- and the DVR will record 4 shows at once instead of 2.
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