Comcast support experience and problem recovery times after a system outage
Summary
I had been using the AT&T (SBC) services for both phone and Internet. But since the Internet was slow (DSL with no speed upgrades available for my area), I upgraded to Comcast phone/Internet since cable Internet speeds are so much better.
Soon after the Comcast install, I had an outage of both phone and Internet.
I’m a network and systems consultant. I know that these things happen. Outages occur. For this to happen so soon after my initial install, and to have it last for so long, was indeed annoying and worrisome. But if these problems do happen (hopefully rarely), what we need to do is look at Comcast’s support response and resolution: when these problems happen, how well does Comcast fix them? Is the break/fit wait time acceptable? I’m used to have people judging me on my technical skill and response time for a problem. In this case, I get to judge Comcast.
Below is my record of the outage and its resolution.
Timeline
Thursday, 1/29
11am: Comcast installs my new bundled Internet and Phone service.
Saturday, 1/31
2:30pm: Comcast Internet and phone both experience an outage. Rebooting modems and routers did nothing. I have no phones, no Internet. I called Comcast support from a cellphone. After 45 minutes on the phone, they got my Internet connection back up. They said that there was a known issue with the phone system, and that it should be fixed by 2am Sunday. The Comcast rep said they’d credit my account for services missed. The rep said I’d receive a call from Comcast support by Sunday at 10am.
Sunday, 2/1
10:15am: The phones were still out. Comcast hadn’t called. I called Comcast support. “We are currently experiencing higher than average call volumes, and longer than average wait times.” During the setup and troubleshooting, I’d called Comcast maybe 4 times over the last four days, and each time I heard this message. A tech picked up after a few minutes. They said they’d have a technician call my cellphone around 1pm to schedule an onsite visit for later that day.
12:30pm: As I drove home and turn into my neighborhood, I see a Comcast service van leaving the neighboorhood. Van ID number 31599. I hope that wasn’t for me. No one has yet called my cellphone.
1:00pm: A Comcast service pulls up outside my house. While I didn’t get the promised phone call first, I’m not complaining. The tech was in and out of the house after maybe 30 minutes. 25 of those minutes were spent on the phone (on hold) with Comcast.
Conclusion
Internet and phones are back up. Did Comcast do a good job resolving the issue? I’d say ‘yes’: Given normal human limitations, we can’t expect every problem to be fixed immediately. In this case, we had about a day’s wait for a tech to come onsite and fix what was wrong. While it’s of course annoying to be without service, it’s good that Comcast took care of us promptly after we got a tech on the phone (or in our house).
Assuming the service itself stays up and is reliable, I’ll be happy. All things considered, I think Comcast support did a good job.
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Rob:
Lucky you. I called about a broken line – the installer just ran the line on top of my yard and never buried it. After 2 weeks of phone calls I finally called a friend who works for Charter cable and he came over and ran a new line for me – and buried it too. It took me 2 months to get a faulty cable modem replaced, and my normal cable still shuts off for 30 seconds during the first ten minutes of every hour. I’m beginning to understand why everyone in my neighborhood switched to the Dish network and Verizon DSL.
2 February 2009, 9:52 amTed:
Ted Account Number: 09529389189-07-1
8 August 2009, 11:35 pmWow this site is great! This will be one of numerous complaints I file against Comcast. I am a really nice person and I could not be any more angry than I am currently. I moved on June 11th down the street and simply wanted to transfer my service over. On the first appointment the technician said he did not have a long-enough cable to complete the installation. I said I have one at the old house and will be back in 5 minutes. He said ok. When I came back, he was gone! I called support, they said the techs have to stay on a schedule but they can reschedule the appointment. The next appointment I was ready for them, they didn’t show up. I called and they said the tech called to say he was on his way and no one responded. I was in a place where I don’t have signal but I would have been home at the appointment time for the entire window. The 3rd time, the guy simply didn’t show. No call, no nothing. I called support and without apology they said they don’t know why nobody came but all they can do is reschedule me. I asked for a supervisor and they hung up on me. I immediately ordered DirecTV and that has been installed successfully, the first time! But still no internet. I made another appointment since Comcast has a monopoly on internet here, and they finally came about 2 weeks later. 3 weeks for the first appointment date I got internet. Then I got my bill and it showed that my request for cable cancellation had not been received, AND they decided to start charging me for renting their modem, which I never did. I called 1800Comcast, and they said it was the wrong department and transferred me to Maryland, Maryland said since I lived in DC I would need a different number, and for some reason I got transferred to NY! They said sorry and transferred me back to 1800Comcast, who finally got me to the cancellations department…after 4 hours of holding and transferring!!! The cancellations department said everything was fixed. Then I got another bill-no changes. I went for the Live Chat and after doing that for an hour she said it’s all fixed hahaha. I just got my bill: $236.10 Nothing has been fixed, modem still on their, no payment credits, no missed service credit, cable still being charged, internet not prorated for June. And some late fees! I just contacted Live Support again. They said there is nothing they can do but a supervisor will be contacting me soon. Yeah right, I’m not holding my breath.
Casey:
I haven’t had cable or Internet from comcast for
3 November 2009, 8:57 am3 monthes they have sent 4 people over all telling me different bull crap and still nothing. There responce time has been rediculous there people incompetent lazy and decietful. And there service 100 percent inexcusable. I work my ass off at night from 9 to six o’clock in the morning. All I want to do when I get home is sit down and relax with some online gameing. My hopes and dreams have all but been squashed of playing modern warfare 2 that comes out 11/10/09 because I have no idea when there going to get there act together and start communicateing to fix the problem. I have every right to be outragege at how we’ve been jerked around on multiple occations and are still out of tv and Internet. To be honest I want there service but there service has been inadaquit I’ve seriously considered dsl and dish.