Comcast High Speed - BOYCOTT THE INTERNET!

Comcast High Speed - BOYCOTT THE INTERNET!

Comcast – Nationwide Talk about frustration. Once, I was an AOL Broadband subscriber – then I moved, and was informed by AOL that they were no longer offering new hookups. Then I was a BellSouth DSL Broadband subscriber. (If there’s anything worse than Comcast, it’s BellSouth. My DSL never worked correctly despite 3 different modems, two technician visits, and a host of customer care calls.) Then came Comcast, and I thought my problems were over. Hah. Think again. Recently (early April 2005), Comcast has been suffering “national outages” that their “technicians are working to resolve.” Hah, I say again. I am a premium customer – I’ve got the big, bad platinum-plated no-holds-barred-high-speed-screaming-downloads-24/7/365 package. And what happens when the DNS lookup server goes down and I contact Online Chat? “We are experiencing a national outage. Technicians are working to resolve the problem. We have no additional information. We are sorry for the inconvenience.” Let’s look at what this really says: “Go away, we’ll get the service back on when we get it back on. If you were doing something important, tough.” Does this strike anyone else the same way? Now, let’s go to my next phase – 8 hours later, the “problem is resolved!” Sure it is. The next evening, the problem is back in full force. Same response from Online Chat. Same response from Email Customer Care. The following morning when I call and speak to a live person, I get doubletalk about how this outage is “normal” and how I “need to be patient.” Face purpling, I get transferred to a supervisor and write a scathing response to Email Customer Care, demanding accountability. Email Customer Care responds with THE EXACT SAME NONSENSE. The supervisor states that he’s “in a call center and doesn’t have any more information.” Hogwash, I think to myself as my blood pressure spikes. I go on to inform the supervisor that as an Agent of Comcast, he doubtless knows exactly what’s going on but has been instructed to feed customers a meaningless placation. Now, I hate listening to an ill-tempered rant as much as the next guy, but let’s remember one minor detail – THESE ARE THE CUSTOMER SERVICE AGENTS. A certain amount of ranting is part & parcel of the job. The useless supervisor decides to transfer me to Disconnections without telling me, and I find myself speaking with an agent who wants me to “reconsider” my decision to drop Comcast as an ISP. Steam now coming from my ears, heart pounding at the insolence and impudence, blood pressure now well into the danger zone, I inform the Disconnections agent that all I want is an EXPLANATION. Do I get one? Nope. I ask for someone who can give me an explanation. Do I get it? Nope. I ask for the corporate office contact information so I can take my complaints to the top of the chain. Do I get it? Nope. What do I get? Meaningless noises like “I don’t understand why you’re reacting like this. It will be fixed as soon as possible.” So why do I react like this? Well, my fellow complainers, it’s because of the implicit promise of service and Comcast’s blatant failure to live up to it whenever they have a hare-brained idea to further increase their profit margin. I’m now experiencing my fourth outage episode, third consecutive day of intermittent connectivity, and am at my wits’ end. BUT WHAT CHOICE DO I HAVE? Every other ISP out there is just as bad, and as I’m totally dependent on my ‘net connection for work, I have effectively no recourse.

Carlos Click this link to e-mail the message author: //

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Hi there. I work for one of these call centers and that is literally all we are allowed to say. I do understand how frustrating it is, I truly do. I myself have been treated the same way when there are "outages" with my various non-Comcast services. Your best option for an explanation is to contact your local office directly, and even then good luck. Do make sure to contact us everytime it is out though so you can get credited, and there is no reason why a supervisor should have transferred you for no reason, but honestly and truthfully, we call center reps are told nothing, no matter how much we beg, and what little information we do get we will often get canned for blatantly saying "our shit is down and truckloads of viagra will not bring it back up" and I know you're probably thinking we shouldn't work there, but a lot of us need to make more then minimum wage and this is the only way to do it. So, I am really sorry if I can't tell you anything, but it really is because Comcast won't tell us. All I ask, and beg, is that you don't yell at us unless we give you a good reason, like being rude. We're all just trying to get by, and trust me, if I find a higher paying job I will leave, hopefully that will come after college. I feel for you though, I really do.