Comcast Complaint

Reliability of Comcast service...

Reviewed by wes
Please Improve

Reliability of Comcast service (both Internet and TV) leaves a lot to be desired. Also, it appears that Comcast has an antiquated system for determining outages, reporting on outages, and fixing the outages.

For example, on August 9, 2007, Comcast (both Internet and TV) was going down and coming back up intermittently all day. Then on August 10, 2007 at around 7:30pm Comcast dropped completely, not just in my house but for the whole neighborhood (I checked with all my neighbors). This is what happened after calling Comcast support line: 1) went through the voice mail selections...NOTE: my zip code was not including in the areas listed as having outages, 2) waited on hold for 10-15 minutes before getting a "LIVE" person, 3) LIVE person said they had no indication there was a problem in my area, 4) wanted me to schedule a repair appointment (STUPID...since I told them that the problem was NOT just my house put the whole neighborhood...they just don't seem to understand this concept), 5) Live person then proceeded to tell me that they won't even look at problems areas such as this until a "certain number" of calls from one area are made scheduling a service call....in OTHER words, if I did not schedule an appointment, Comcast would not have ANY idea that there was a problem. 6) Service did not come back up until 12:30pm August 11, 2007.

Then on August 15, 2007 the service went down again around 9:30am....went through the same sequence of events as outlined above with the result of the service not coming backup until sometime around 8:00pm that evening (August 15), meanwhile I missed all the sports I wanted to want on Sunday and I was not able to even get on the Internet to do work.

Bottom line, I was told the following: that Comcast does not give rebates for service outages unless each particular outage extends for over 24 hours. What this means is that Comcast could be down 23 hours a day all month (only up 1 hour a day) and they would not have to reimburse you for the outages.

Also, you would think that they would have an automated system in place where the system would periodically send a single down the line and get responses from either a cable box and/or modem there by indicating that service was up and/or down. If no single comes back, start checking all other Comcast users in the same area, if no responses this would tell Comcast that there was a MAJOR problem in the area. They could then start the working on the problem and also notify everyone in the area about the outage.

I GUESS THIS WOULD BE TO EFFICIENT AND TO MUCH TO EXPECT OF COMCAST!!!

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