It`s Comcastic!

For a number of years, I was a customer of Charter Communications, and it blew. I know that’s a bit crass, but then their service was terrible. Outages and other issues made it so that I couldn’t get through a single day without wanting to call customer support. I rarely did though, because the customer support for as awful as the service. Nine times out of ten when I did call, I got an automated message stating they were aware of an issue and were working on it. The times I got through, I wound up speaking to someone who was only qualified to answer the phone, not actually know anything about the problems of the callers. There is this story that I like to tell, mostly because its true, about a time when I called in to Charter and explained that my connection was fine, but the current outage was because one of their routers was misconfigured. They didn’t believe me, even after I explained that the reason I know was because I had been able to telnet into the router using the default login and password. I went to my parents’ house that night, downloaded a manual, went home and fixed the router myself.

All in all, my experience with Charter was why I was happy to learn my new house was in a Comcast service area.

I really shouldn’t have been happy. While overall Comcast provides better service than Charter, being better than the worst doesn’t make you good. From day one I had connection issues, but the people at Comcast were happy to help me, after three weeks of calls, to discover that they did not support my cable modem anymore. So I bought a new one. I started having connection issues again and we found that my “signal” was too low. A technician came to the house and “fixed” it. About three months later I called in again… “low signal”, another technician visit and it was “fixed” again. Another three months, another “low signal”, another “fix”.

I should break here to explain what “fixed” means. See, they tell me that I have low signal. The technician comes out, verifies the low signal and then puts in an order to have the signal at my house increased. One time they did replace the cable buried in the yard, and one time they replaced a splitter, but mostly they just run tests and call in to have the signal increased. I suspect that someone back at the home base performs an audit every three months, sees the higher than normal signal for my leg or node of the network and resets it.

So, its been three months again, and I’m waiting for Comcast’s Comcastic service to kick in… I really wish there was an alternative that didn’t involve Comcast and didn’t involve switching to some sort of DSL/Satellite service for Internet and TV. Oh well, maybe this time the “fix” will stick.

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