Comcast frequent Internet outages year round in Woodbridge, VA 22192

I've been with Comcast since 2005 and everything had been fine until late

last year (Sept. 2006). I've had intermittent outages raging from brief

hiccups in of connectivity, loss of Domain Name Service, to complete lack of

connectivity for extended periods that persist for weeks. Some weeks,

connectivity is so spotty resulting in over 30% packet loss from the cable

modem exteral WAN IP to the comcast default Gateway.

I've contacted tech support every time, know their extremely limited

troubleshooting script by heart which consists primarily of:

1.) what lights are lit up on the cable modem? -is Online steady or

blinking?

2.) have you tried unplugging the cable modem for 30 seconds

3.) Oh you did, then have you tried unplugging the router and then

unplugging the cable modem for 30 seconds along with the coax cable

4.) Oh you are now plugged directly into the cable modem and it still isn't

working. Do you have a splitter between the cable modem and the Coaxial

wall jack? -No ok then...

5.) whether or not the tech can reach your cable modem they'll recommend

scheduling an appointment with a tech usually for 2 days from when you call

which is moot since service may be "temporarily" restored by then. They say

that they can't declare a regional outage unless a specific quantity of

people in a region have called to not just complain but actually schedule an

appointment with a tech. Thus, asking if there is an known outage in the

area and its ETA is impossible.

The tech coming out to make a house call is a complete joke and waste of a

work day. They give you 3 hour window for which the tech may not even show

up. Most of the time, the connection has been restored by the time the tech

shows up and the tech will just reconfirm with a tech back at HQ that

everything is working. If by luck or lack thereof, the connection is still

down when he/she arrives their limited troubleshooting consists of a repeat

of the script above.

1.) Tech asks to see the cable modem and connection at which point he may or

may not request plugging the computer directly into the cable modem

2.) Tech checks lights and then unplugs the cable modem for 30 seconds and

checks for connectivity when it comes back up.

3.) If it still won't connect he calls a tech at HQ to confirm connectivity

loss

4.) They'll go back and forth confirming that the upstream signal is good

but can't figure out why it isn't syching with the cable modem

5.) then they start blaming the cable modem -for which I purchased a new one

6.) When they can't blame the cable modem any more, then they scratch their

heads and say there is nothing more they can do and make up a myriad of

stories to explain away the situation and that it will be back up soon.

They never check the cable box outside, they never test the cable lines to

any of the poles or utility boxes. They simply log their time and leave.

Usually after a couple days, service is restored to its spotty state where I

can check email or surf the web off and on depending on connectivity

throughout the day. Xbox live and computer games are impractical and

frustrating over this connection as frequent drops lose connection to game

servers. I am completely dissatisfied with Comcast's complete incompetence

and unwillingness to resolve the problem as well as the cause of the

problem. At one time I had considered purchasing the triple play package to

upgrade my cable line but now I have little desire to remain with Comcast.

I'm trying to switch to a different provider and would have a while ago if

not for the complete lack of competitors in my area. Verizon services this

area but won't have the infrastructure in place to provide DSL to my house

for at least a week to a month from now. I feel that this is the source of

the problem in that until a viable competitor enters the market in

Woodbridge, I will continue to experience lack of service and degraded

support by Comcast. I predict that as soon as DSL coverage is extended or,

dare I say, Verizon FiOS is offered in my area, Comcast will continue to

behave more like a deadbeat Slum Lord to its customers and less like a

Utility company.

I would sincerely hope this is read by someone at Comcast though, if it is,

I fear it may fall on blind eyes and deaf ears.

Sincerely,

Residential Customer Dan V.