06-25-2008 09:10 AM
For the last month or so I have been experiencing intermittent outages of my phone and HSI. I lose all the modem lights, but cable TV continues to work fine. The modem goes down for 5 – 10 minutes, then it comes back up for 2 – 3 minutes, then it goes back down. This can repeat for hours. Last night it went on for ~ 3 hours, now the service is fine.
I’ve reported the problem three times, but it’s still happening. About 2 weeks ago Comcast said there was a problem in my area, after about 20 hours of outage the service was restored. I called customer service this AM, but they tell me they have no records of past outages and suggested I call when I’m having a problem?! (Gee, nice to know your phone provider expects you to have a backup service). When I asked them to escalate the call, they hung up on me.
So my question is. How do I get Comcast to investigate this problem? I’m sure someone, say in network operations, has records of all the outages. And if I give them the time of an outage they should be able to tell me if something was going on in my area. But, I have no idea how to contact anybody at Comcast with technical knowledge. What else can I do?
06-25-2008 11:18 AM
He will get you in touch with a competent support technician in your area.
Keep us updated on the outcome.
06-26-2008 05:50 PM
I’m sorry for the reliability problems that you’re experiencing, but it may be best to see if the service technician that you’re scheduled for today is able to resolve the issue. If not, then we can escalate the problem to a line technician for further investigation. I'll follow-up on your account (after the technician has been there) and see if the problem has been corrrected.
Please feel free to contact me first if you wish.
06-26-2008 09:01 PM
06-29-2008 11:36 AM - edited 06-29-2008 01:28 PM
07-06-2008 04:21 PM
07-07-2008 09:26 AM
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