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mbumby
I can haz internet! 
27th-Sep-2009 01:00 pm
Computer
Thursday, just before 9:30, my internet stopped working.

Tried the unplug and re-plug the cable-modem technique that has always worked... to no avail.

Friday I called Comcast, and spent 10 minutes in phone tree heck, as I learned that due to upgrades, there might be partial or complete outages... I still hadn't gotten to a person, so I hung up at that point -- figuring they knew there was a problem.

Saturday, about 3pm I called and talked to a very nice man, who tried everything to get me back up. After 1/2 hour on the phone, including when he called me back after we got disconnected because my cell doesn't work so well in the basement, he just couldn't input my modem number into their billing system. Set up an appointment for 2-5pm on Sunday (having turned down the noon to 2 slot) for a tech to come out.

Sunday I ran out to breakfast -- got back about 11:30. Ran to the bathroom, when, wouldn't you know it, the doorbell rang. Bless his heart, he was persistent, knocking on the door, waiting... and was still there when I got down. (He tries to show up a little bit early for appointments. Offered to come back later, but since I was home, I was just as happy to accommodate him NOW.) He swapped in the new modem (about 1/3 the size of the old) and then tried to get it set up. His techniques just didn't work, so he tried to get me to run the install from my computer. S-L-O-W. My computer doesn't boot very quickly -- and I had to sign in as admin... and it still had to try to do all the remote network stuff...

He was a very kind, friendly young man -- said my house wasn't the messiest he'd seen. Chatted with me about my Rubik's cube (he'd never seen one _done_ before). I messed it up and made it right, telling him what I was doing while we were waiting for his programs to install...

When even after I ran all the install programs it still brought me back to the Comcast setup page, he called in for help. They had him power-cycle the modem. Finally, after he mentioned to them that there was a firewall/router, they suggested he unplug the network cable. THAT seems to have done the trick.

(He suggested that in the future I route it directly to a computer, since that is what their setup expects.)

So, an hour and a quarter later, I'm finally back in business.

And I'd give BOTH of the people I dealt with a 10/10 for customer service. Or maybe an 11. I think they went above and beyond, not only doing what they could, but making me feel not only like a person, but good about myself while they were doing it.

Comments 
27th-Sep-2009 05:44 pm (UTC)


Had something similar happen Wednesday afternoon. Came back from errands, found the cable modem with only a couple of lights on. Power cycling didn't work, after a very slow response I had the same result. Thought to turn the TV on. Sure enough, picture was barely visible, though audio was fine.

Shrugged, turned TV and cable modem off, worked in the basement for a while. Tried again, cable modem booted fine.

I wasn't very concerned. I have a backup dial-up connection, and also figured that since the problem included the TV signal there was no way they wouldn't repair it Real Soon. :-)
28th-Sep-2009 03:30 pm (UTC)
The lights on our cable modem always reported "all is well and I see activity" -- it's just that we couldn't connect.

When I turned the TV on to check that cable was working, that might have been the first time this year...
27th-Sep-2009 06:35 pm (UTC)
Different people & different areas have different experiences with Comcast. Many, like you, have had really good, patient, and attentive service from them. I won't work with them, though.

Out here (Canton), they bought out our existing carrier (MediaOne) some years ago, and treated their acquired customers like crap. Lousy and rude customer service reps, poor speeds and poor quality internet service, as well as numerous reports of vandalism (!) of competitors' lines and equipment. Their installers also managed to strike the gas line for my back yard grill - AFTER I gave them instructions on how to avoid it - and initially refused to send anyone to repair it. (They only did so after I threatened legal action and a phone call to the local paper.)

Perhaps they've got their act together on your side of town though... In any case, welcome back to cyberspace! :-)
28th-Sep-2009 05:42 am (UTC)
Your tale is in line with my experience since they bought Media One. I'm willing to consider that they have finally figured out that pissing off customers is bad for business.

With this positive experience, I may have to lift them up from one rung up from AT&T as my most hated company.
28th-Sep-2009 03:50 pm (UTC)
You must mean _local_ companies. I thought there were a few, um, west coast companies that were on your obscenities list.

I'm afraid, with the experiences being so temporally close, my most hated company will have to be the egotistical and incompetent twits who bought our mortgage the last time.
28th-Sep-2009 03:34 pm (UTC)
It's good to be back!

Sorry to hear you had such a lousy experience with them. Their phone tree really sucks (something the first guy I spoke with agreed with me on; he'd had to use it a few weeks ago) but the people I got were great.

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