Comcast
Friday, March 15 2013
Customer: You Will Hold
[02:16:30] matt [wronka.org]/Psi.generay After dealing with multi-hour gaps in Internet service from Comcast and spotty HD channels since last year, we've finally scheduled a tech to come visit. The video service was quite quick to schedule (it only required to phone calls and an hour wait inbetween) but they couldn't include the Internet connection in the same service call without sending us over to that department first even though the logical conclusion is that both failures were related.
While the television department representitive appeared in under three minutes (including phone tree), there was about five minutes of hold time once transferred to the network department which included a startling command of "Customer: Please hold for a representatve." followed shortly by a reminder that our call was very important. Finally, after reaching a person and convincing him to look at the existing ticket just placed there he ran some diagnostics (apparently the script referrs to the coaxial cable as the "cable plugged into the wall", despite in my situation that best describes the power cable, and even then only through a lose definition of "inside"). After sufficient reassurances that he was convinced that my service was all out to my premise—apparently that's a magic encantation to short circuit further diagnosing, since I assured him that while the Internet and broadcast/live television was out Comcast's On-Demand functionality worked—he added the Internet service to the work order.
Meanwhile, and while I type this, our Verizon FTTH service hasn't had any loss of service in the two months it's been here.
[02:16:30] matt [wronka.org]/Psi.generay After dealing with multi-hour gaps in Internet service from Comcast and spotty HD channels since last year, we've finally scheduled a tech to come visit. The video service was quite quick to schedule (it only required to phone calls and an hour wait inbetween) but they couldn't include the Internet connection in the same service call without sending us over to that department first even though the logical conclusion is that both failures were related.
While the television department representitive appeared in under three minutes (including phone tree), there was about five minutes of hold time once transferred to the network department which included a startling command of "Customer: Please hold for a representatve." followed shortly by a reminder that our call was very important. Finally, after reaching a person and convincing him to look at the existing ticket just placed there he ran some diagnostics (apparently the script referrs to the coaxial cable as the "cable plugged into the wall", despite in my situation that best describes the power cable, and even then only through a lose definition of "inside"). After sufficient reassurances that he was convinced that my service was all out to my premise—apparently that's a magic encantation to short circuit further diagnosing, since I assured him that while the Internet and broadcast/live television was out Comcast's On-Demand functionality worked—he added the Internet service to the work order.
Meanwhile, and while I type this, our Verizon FTTH service hasn't had any loss of service in the two months it's been here.