Most of what I write has a clear positive message. I do not enjoy complaining just as I know others do not enjoy hearing complaints, so I tend to do as little of it as possible. As a word of warning, I am looking for the lesson in this story, what I can learn from it. So, I apologize in advance, if there is nothing positive for you to take away from it. Also it is a bit long and I just didn’t feel like splitting it up. So, here it is.
A few months ago, back in January, I wrote about what a wonderful internet provider Comcast is (http://lnk.to/oFc0m) . Since January, we have paid them over $1500 and our internet still does not work properly.
When we call in and talk to the tier 1 representatives, most of them have no idea what we are talking about. What they are trained to deal with is people who have no internet signal at all. We get asked to do things like make sure the cable modem has power and that all of our cables are connected properly. When we inform them that the problem isn’t whether or not we can connect to the internet, that the problem has something to do with lost packets, high ping times and signal degradation they start drooling and jiberring like their brains have been totally blown and are now oozing slowly out their earholes.
Each time, they want to walk us through this inane and completely useless set of steps that is designed to discover why you have no signal at all. Then once we finally get it through their heads that we do in fact have a signal, just that it is a crappy one, then they move on to asking whether or not we have a wired or a wireless network set up. When we tell them that our network is wireless, but that for testing purposes we have set up one computer that is hard wired and that it is getting the same results they latch on to the wireless portion of the conversation and then claim that they can’t help us troubleshoot because our network is wireless which they do not support. We could just lie to them and say its wired. But, then we would be lying.
The rest of this is really just more of the same. So if you are totally like TLDR, believe me I get it. It’s fine. But if you want to read the rest of the Comcast saga, click here to read on
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