mm411: Comcast rant no. 3,219,586,773,089,246,129,6…

June 15, 2008

MUDGE’s Musings

In the 3-1/2 weeks since our previous Comcast disappointment, our monopoly ISP has been behaving itself. Of course, we were away during most of the past week (if you somehow missed our Boston coverage, here’s the most recent), but it only took less than 36 hours since returning for a really pernicious issue to appear, for the first time in this grizzled veteran’s experience.

It’s an intermittent phenomenon: suddenly the modem loses connection, then slowly reconnects. Stays connected for about 90 seconds; then the cycle repeats.

For hours.

It’s really impossible to conduct any activity at all on the Internet when one’s connection interrupts for a minute, every 90 seconds.

Contacted support. Found the same bipolar experience as previously experienced. The first person I talked to, after about a 15-minute wait (always a good indicator of system wide issues!) had absolutely nothing to offer except scheduling a technician visit. No diagnostics. No word of any system issues. Nothing. Concluded the call in disgust, without scheduling a visit.

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mm389: A further word about process…

May 23, 2008

MUDGE’s Musings

As an addendum placed at the end of the previous post, yr (justifiably) humble svt mentioned that Comcast had prevented timely daily posting because service, at least at MUDGEville, had been interrupted for 32 continuous hours this week.

Shortly after that post had been published, our connection, which had reappeared at 7:00am as randomly as it had disappeared two nights before, again disappeared.

The Comcast customer service protocols between the three calls that have been placed in the past few days were strangely different, but I really don’t have the patience to rehash — we all have our call center horror stories. At least all of these were domestic facilities.

The third call, though, was so refreshingly different, with so little harassing “protocol” compared to the first two, that I wondered whether I had reached the same company. Upon reflection, perhaps I reached a different outsourced call center. What a positive difference! While I hope never have to make another call to Comcast (except to cancel!), my reality ballcap tells me that of course I will! When I do, I can fervently hope that it goes to “Thomas.”

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