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There’s nothing more maddening than intermittent Internet service. After several attempts at rebooting my computer, wireless router and modem yesterday, I decided to call Comcast customer service. Yes - I was desperate.
After just a minute on hold, the polite customer service rep had me rebooting all the components yet again. Still nothing. I had two options: head over to a Comcast office and get a new modem or schedule a service call. In need of immediate Internet access (I happened to be working from home), I grabbed the modem and headed for the car.
“We don’t swap out phone modems,” says Sue, the woman at the Comcast counter. Say what? You mean a phone rep gave me the wrong advice?
I angrily accepted a computer-only modem along with the self-installation software (a signal this would not be as simple as plugging the modem into my router). Before leaving I get a shred of good news, Sue tells me a tech will be at my house in 1-3 hours.
I get home, set-up the new modem and still no Internet. I wave the white flag, turn on the TV and wait for the tech.
He arrives on time and immediately says there’s a problem with the amplifier on the utility pole. Unfortunately, the bucket truck can’t reach this particular amplifier. Say what? How is that possible? He has to schedule another visit for tomorrow.
The tech comes inside and we spend about 90 minutes scouring my home for any and all splitters. It’s our last ditch effort to improve the weak signal coming into my home. He adjusts a few things and whaddya know - I get online. But there’s no guarantee I will stay online, until the guy with the extended bucket truck shows up tomorrow and fixes the amplifier.
On his way out the door, the tech says Comcast will give me a premium channel free for 3 months for my troubles. There’s no catch. After 3 months, I don’t have to call to cancel or face billing. He says it’s a new policy designed to improve customer relations. You mean Comcast actually cares?
I tell him to give me Showtime and say goodbye. I don’t know how long this get-a-premium-channel-free-for-3-months promotion will last, but it’s worth asking for the next time you run into troubles with Comcast.
Here in Colorado the two main high speed Internet providers are Qwest or Comcast. Qwest….words cannot express how terrible their DSL service is. Qwest does offer FIOS now, but in very few small pocket areas.
I switched from DSL to Comcast years ago and have never been happier. Although I’m using the standard 8MB service, it juts works and has only gone down 3 times in 3 years (as result of being their fault/doing). I’ve been quite satisfied with Comcast, and their customer service is much better than Qwest in my honest opinion.
It may be another 6-12 months but looking forward to the 25-40MB upgrade coming down the pipeline.
@reedl: Comcast has HD DVR
Comcast can keep their 3 mo. of free premium service. I would just like my internet to work. Why can’t I send a embedded picture in my e-mail. This has never worked since installed.
To be brutally honest, I have previously not been a comcast supporter at all. I got “high-speed” internet from Comcast years ago when it first appeared in my town. I had been using Starband satellite internet because that was all that was available to me. After 6 months Comcast got slower and slower to the point of being less than 400 kbps down on a Friday night. I dropped Comcast for Verizon 1.5 dsl, and upgraded to Verison DSL 3.0 mbps.
Cut to current day, and I wanted something faster than 3 mbps since FIOS was not coming to me in any soon timeframe (underground wiring). I called Comcast, got their Ultra service which is quoted at 25 mbps down, 5 mbps up. Got it Installed in one day, and could not be happier. It just works. The installer had to put a splitter in the line since the signal strength was too high! The d/l speed averages 40 mbps, and the upload is over 5 mbps. I could not be happier. Of course they will never get my Dish Network satellite dish off the roof since I like my DVR’s too much.
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I have a lot of experience with Comcast, and I have to admit that they are the worst cable company in the United States. The workers at the Customer Service desk are so rood. They do not know how to explain anything. I am very surprised that they gave you premium channels free for 3 months. I canceled my Internet service with them, and got Verizon DSL instead. I am very pleased with the performance of DSL. I still have Comcast TV, but there is no other choice for Cable TV in my area, until FIOS comes. Thank you very much for posting this article. I think that it is very interesting.