This is a very long saga of what I've been through with my ISP provider (currently named Comcast) from Dec 2001 to Sep 2004. Please note that the names of the specific people at Comcast have been left out to protect myself from any liabilities. So you'll see strange names like ExecCompA (Executive Complaints with first initial A), LineTechX (line technician), TruckTechC (truck roll technician), LineSupD (Line Technician Supervisor),.
Why did I put this together? Well, part of
it was to let out some steam, certainly. But most of all, I hope that
someone from Comcast will someday come accross this page, and maybe
change something for the better, or if not, at the very least realize
how poorly they treat their customers. In this saga, you'll find
examples of how people in different departments in the same town can't
communicate together, have no idea if a problem is being worked on by 0
or 1 or 2 or 3 people at the same time. You'll find an amazing amount
of money being wasted by the service technicians because of duplicated
work, lack of coordination and lack of training.
One of Comcast's main problems is the fact that their customers can only call one phone number for tech support. Unfortunately, if I'm in California, and tech support is in New York, the tech support person in New York has no way of knowing what is happening in California. They have admitted to me that all they are able to do is open up ticket numbers. They have no way of knowing if there are any local outages, no way of knowing why tickets get closed, and worst of all, no way of actually insuring that problems get fixed. In many cases, I've talked to tech support people who were very frustrated at their inability to help me, their customer. They really wanted to help me, but they had no way to do so. One last thing I do need to add, is that when Comcast works, it works great. Amazing speed and a great product. It's when it stops working great that things go downhill. And then add the fact that I think they almost burned down my house (I have no proof of that, don't worry Comcast, I'm not sueing anybody). Anyway, on with the saga....
The Saga:
I signed up with @home broadband in the first few months of 1999. It
worked flawlessly for over two years. Then, a few days after @home was
purchased by AT&T, things went quickly downhill.
Dec 2001
Main
problem is as follows: Internet connection goes out at peak hours every
day. On weekday, it would go out from 7am to around 9am, around noon,
from around 4pm to 9pm. On weekends it would pretty much be unsable
most of the time except the wee hours of the night. The symptoms are
that I'm unable to ping my gateway, usually for 2 to 3 minutes, then it
comes back for about 10 seconds, then goes out for another 2-3 minutes.
Outage time varies from 10 seconds to 5 minutes. When problem occurs,
the modem lights are still all normal, ipconfig shows I still have an
IP address.
Started experiencing these intermitent outages a few days after the switch from @home to AT&T broadband.
Called
AT&T tech support, and was told that they were still recovering
from the @home switchover, and to give them a little time. I
understand, and put up with problem for next few weeks.
Jan 2002.
Continued
intermittent outages. Purchased a ping program to monitor my connection
24 hours a day. Outages were usually around:
8 am: About 30 minute outage (intermittent, on for 1 min, off for 2,
etc...)
12:00: another 30 minute outage
5-8pm: This would vary, anywhere from a 30 sec to a 15 minute outage,
several times per night.
11pm: About the same as the 5-8pm outage.
On Saturdays and Sundays, the outage comes and goes pretty much all day.
Jan
10:
Called
tech support., and had to do what they told me, or they would end the
call. So, I then checked
internet settings., power cycled modem. and rebooted the PC. (This will
be known as the AT&T dance)
Since none of that cleared up the problem, I was told that their
network was overloaded in my neighborhood, and that it should be
cleared up in a week or so.
Jan
21. Called tech support, did the dance. Tech support says I probably
have a bad network card. I try go get some logic out of him as to
how it would be my network card, but got nowhere with that. So, I
replace network card next day, that didn't cure it, same problem still
there.
Jan
24:
Call
tech support. Once again did the AT&T dance. Opened first ticket
number to investigate the problem after I demanded an escallation.
Feb
4:
Problem
still there, haven't heard anything from AT&T. called tech support.
Ticket had been closed, with no explaination, no resolution. Open new
ticket number.
Late
Feb through early March. Same as above, multiple calls to tech support
and tickets keep getting opened, then closed, with no resolution or
explaination
Early
March:
Tech
support says I probably have a bad modem. I go out and buy one of the
supported modems (SB41000), and that doesn't solve the problem nor
change the symptoms.
3/22:
Same problem. Totatlly fed up with tech support, I demanded to talk to
Teir 2 tech support. They said a technician would come by in 1 week.
3/29:
Technician shows up, walks into my computer room, doesn't check
anything at all, and just stares at my computer. Here's the
conversation:
Tech: You're not
going to like what I'm about to tell you.
Me: <strange
look on face>
Tech: Your
problem is that you are running Windows XP.
Me: But you
support Windows XP.
Tech: Yes, but
one of your settings is bad
Me: But you
haven't even looked at my settings
Tech: Yes, but
those settings are always bad, and you said you have regular outages
every 8 hours
Me: No, I said I
have regular outages around the same time everyday, when the network is
overloaded,
in the morning,
at noon, and when I come home after work. And on weekends the outages
are even more frequent.
Tech: Well, it's
stil that setting.
So, we check
computer, and indeed the DNS client service is set to be running.
Tech: See, that
DNS client will run every 8 hours, and mess up your connection.
Me: But my
outages are more frequent than every 8 hours.
Tech: Doesn't
matter, if we disable that, your problems will go away.
So, we disable
the service.
Tech: You know,
we are still going to have to charge you $50.
Me: Well, could
you at least check the signal strengh?
Tech: Ok..
So,
tech checks signal strength, removes a crimp in a crimped cable
outside. Of course, since he is here during non-peak hours, there are
no problems seen on the meter.
1
hour after tech leaves, intermittent connection problem returns.
3/29
Evening:
Call tech support and tell them that their technician didn't solve the
problem. They say it's most likely my network card, but since they
didn't install it, they won't support me. They open up ticket number
1390743 (my second ticket number), since they can't find the previous
one.
4/01
Morning:
I take old Windows 98 computer out of the garage (the one with the
network card they installed), plug the modem into it, and run with that
computer for the next few days. The problem is exactly the same with
the old computer, running Windows 98, and the old network card that
AT&T installed.
4/04
Call tech support to tell them that the problem exists on either
computer, so the problem is not the network card, not the operating
system. Technician becomes irrate that I refuse the power cycle the
modem and read off my internet settings. When I refuse to clear out my
internet cache (i explain I don't even have a browser up and running at
that time), he sends me to tier 2 tech support. Tier 2 says that he
will pass the problem to higher levels, and to call back in a few days.
4/07
Call for status, something. Tier 2 tech support opens up another ticket
number. Says they will monitor my lines. He says I should try to
call when the connection is out.
4/08:
Call tech support, but as soon as they check my account, internet
connection comes back.
4/09:
Call tech support, but as soon as they check my account, internet
connection comes back.
4/10:
Call tech support, but as soon as they check my account, internet
connection comes back.
4/12
9:00
pm
Called
tech support, and sure enough, as soon as they looked up my account, my
connection came back
They
told me that the previous ticket (1390743) had been closed, and they
opened a new one (1447647) . This required me to describe the entire
problem all over again.
Technician
said he saw a "over powered" signal coming from my modem, and they
needed to send a technician out. Will come 4/20 between 8-12.
4/12
10:30 pm
Called
AT&T and succeeded in reversing the technician charge of
49.95. A small victory for me
4/17
Problem mysteriously goes away
4/20
11:30 AM AT&T calls and cancels truck roll because they figured out
the problem
4/20
4:30 PM problem returns
4/20
5:30 PM Call AT&T. Ticked was closed. They want to reschedule
technician. I ask for supervisor. "SupA" tells me they have no idea
what had supposedly been done that led them to cancel my service call.
New technician scheduled.
New
appointment 4/27 8-12 (2002)
4/27
8:30 Tech shows up, the same one that had previously blamed my problems
on Windows XP. Of course, connection is fine right now. I show him my
previous Ping Plotter outputs. I tell him the condensed story. I tell
him about 10 times that the modem doesn't lose sync, the problem
happens on Windows 98 and XP, that this is my third modem, blah blah
blah... He gets onto computer, brings up internet explorer, goes to the
ATTBI website, and exclaims "You can get on the internet". I explain,
that yea, the connection is fine now, but in all likelyhood later in
the day it won't be. He says that there is no way that an overloaded
neighborhood can cause the problem I'm describing.
He
checks signal strength, of course it's fine. He goes outside and looks
at the wires. I ask him if there is a way to get AT&T to
investigate my gateway, or other external connections, and he says
that's not his job, that I need to call AT&T for that. I explain
that I've called AT&T, and that they just send out the tech. He
then warns me that I should stop using Ping Plotter, because the FCC
has a law that if you send out more than 66 pings a day, you can face
up to a $2000 fine. This is completely untrue of course, it seems I
have a compulsive liar as my AT&T technician. He hands me the
invoice, I sign, he leaves.
I
put up with the problem from that day until October. I'm tired of
dealing with AT&T, and after that last visit by the psycho tech, I
realize that I'm reallly wasting my time trying to get the
problem fixed. So, I get a backup dial up account, and use that when
AT&T is down.
Late
October 2002, call Michael Finney, a local consumer affairs radio
personality at KGO. He tells me he will contact someone at the regional
complaints department (ExecCompV). 3 days later, problem mysteriously
goes away, connection flawless from October 2002 to April 2003.
Somewhere during that time period AT&T becomes Comcast
April 2003
April
19, 2003. Connectivity problem at peak times. Connection unusable
between 7:30-11am, 1:30-3pm, 5:30 to well after midnight and most of
the weekend, 80% packet losses. Call comcast, will roll truck
April
25, Tech shows up, confirms problem, not on my end, on "head end", will
call line tech.
May
2, 2003 Connectivity problem still here at peak times, call Comcast to
find out line tech status, no information, no record of problem. Will
roll out truck on May 6.
May
6, 2003 Tech shows up on time. Checks signal strength, confirms I have
a problem. Checks all lines, modem, Says signal levels were 52/34 (?) ,
claims "not bonded correctly and no booty on passives" and puts little
rubber things on cables. 2 hours after tech leaves, problem returns.
May
7, 2003 Call 800 number, tells them problem still here after tech left.
They will investigate.
May
19, 2003. Problem still there, have heard nothing. Call comcast,
confirms packet losses from their end, have no reports or anything on
my previous call, will roll truck.
May
24, 2003, truck shows up. Confirms 40% packet losses, will do "SRO to
maintenance" for 40% packet losses. Tells me to stop getting truck
rolls, since the problem is obviously not on my end, and to insist on
line tech if problem doesn't get fixed.
June
4, problem still there. Called comcast, was told they would get back to
me with information. No call back, no improvement. Left message with
"ExecCompV" at executive services.
June
5 - June 20, busy getting married and going on honeymoon, but Ping
Plotter shows problem is still there, no change.
June
23, No improvement. Left message with "ExecCompV" at executive services.
Jul
3, 03 called tech support, They promised I would be marked as VIP,
problem would be fixed and would get call back. Line tech to come out
ASAP, will let me know.
Jul
7, 03 Have heard nothing from AT&T. Left message with "ExecCompV"
at executive services.
Jul
8, 8pm. Talked to 800 folks, who were very understanding, said I had a
line tech scheduled for Jul 10, that I didn't need to be home. I
made sure he noted that I wanted some kind of call back as to the
status.
Thursday
Jul 10. Note on door "Sorry we missed you". 2 messages on phone
machine.....1: Hope you were satisfied with our visit today, if not
call us :) 2: Sorry you weren't home, please call to reschedule. Left
message with "ExecCompV" at executive services.
Thurs
Jul 10, pm. Cal 800 number. Tech was amazed about what happened and
what I'd been going through, and guaranteed that someone would call me
on Friday, jul 11. Left my cell phone number also, was guaranteed that
they would call back.
Friday
July 11. Of course, no one ever called back..
Saturday
July 12. Called tech support again. She said that my only hope was to
actually go to the local comcast office (114 S. Sunnyvale Ave) and
demand that they send a line tech out, and ask to speak to a manager if
I have to. The tech on the phone admitted they have no control over
whether or not the local offices acutally send out line techs or not.
They have no control over local offices and whether or not they
actually do anything about problems that get called in. Left message
with "ExecCompV" at executive services.
Monday
July 14. As suggested, I went to the Sunnyvale office. I explained that
I wanted to set up a line tech. They said that I needed to call the 800
number. I explained that they said to come to the office. They said
that the 800 folks were mistaken. I asked for the manager's name, and
they said that the manager wouldn't be able to help me with technical
issues. I said I just wanted his name so that the issue could be
escalated. They then said they have no manager at that office. I then
asked for a regional tech number or manager, they said they had none,
to call the 800 number. At that point, both of them turned their backs
to me, faced their monitors. Anything I said at that point, they just
continued to ignore, and wouldn't even make eye contact with me. Never
mind the fact I was very polite the whole time. I thanked them for
their time and walked out
.Left message with "ExecCompV" at executive services.
Problem a little less than before, but still about 30% packets losses
starting around 6pm.
Tuesday
July 15. Connection out from 3:45-4:50, then intermittent 80% losses
from 6:45-7:15, then spotty and not usable from 7:30 on. Call 800
number. Technician was perplexed that they would have told me to go to
the Sunnyvale office. Tech on phone was very understanding, said that
records show this was my 10th call on this issue (well, they lost a
few). Opened up line tech ticket number 4028570. (why didn't
they do this before). Promised to walk my ticket over to the
engineering department. He said that I've been a lot more patient on
this issue than he would have been, he would have blown a fuse by now.
Gee, what a comforting thing to hear.
Wednesday
July 16, Contacted Sunnyvale city manager by email. Also sent email to
Consumer reporter at KGO radio, gave both of these guys a summary of
the problems I've been having.
Thursday
July 17, Get response from Sunnyvale city manager, who is very
concerned about how I was treated, and tells me he will be contacting
Comcast. Also get email from KGO stating the same.
Saturday,
July 19 Call 800 number about ticket 4028570. Ticket has been closed.
No explaination, no resolution, no idea why my ticket got closed.
Begged to talk to supervisor. Was told that even if I did, he wouldn't
be able to help me, it's a local problem. Tech (some guy in New York)
was amazed I was so calm and polite after all this time. After much
begging, transfers me to supervisor.
Supervisor:
Notices ticket is "held", no idea what that means. Was amazed there are
so many people on my "node" (600), he's never seen more than 200.
Problem is further up on the head end. Apologizes profously. Sees
closed visit from July 10 (the one where they said "Sorry we missed
you"). Explains to me that there is absolutely nothing he can do from
his end. Back to tech. New ticket. Sees high packet losses to my modem.
New ticket, 4159409. Marked on ticket that I should be contacted in
person, very nice apologetic tech. He's in New York, can't really do
anything about local problems.
Monday
Jul 21. First return call from Comcast!!! Speak with "TruckSupG", the
supervisor of the local technicians, he is going to sent out his best
technician "TruckTechR" Tuesday 5:30. He promises that this problem
will get fixed.
Tuesday
Jul 22. "TruckTechR" comes promply at 5:30. To summarize, he was
impressed at the level of escalation this problem had suddenly
recieved. He spent almost 3 hours on the problem. He: swapped out
modem, ran line from modem to cable box outside house, then he ran a
cable line accross the neighbors backyard directly from the pole to my
modem. None of these things where affecting the problem, which at the
time he was here was %40-%70 packet losses. He will personally work
with the line techs the next day.
Wednesday
Jul 23. I come home, and the trucks are around, I can hear the techs in
the distance with wrenches, tools, something is happening. After I've
been home a couple of hours, the line tech comes to my door, and tells
me they replaced a couple faulty amplifiers, but they still see the
problem way down the street, and will get more folks involved tomorrow.
He also commented that while they were out there, someone came to them
and asked them if they were finally fixing the internet issues :)
Thursday
Jul 24. Get a phone call around noon while I'm at work from
"LineTechSupR", the line tech supervisor. He says they found the
problem, and everything looks great! He says that he will be sending a
long email about everything they did up his chain, because this problem
is now being monitored by many levels of managment. I told him, ok,
I'll check it out when I get home, since my problem is mostly in the
evening and at peak times.
Thursday
Jul 24. Get home, and problem is still there. Leave voice mail for
"LineTechSupR", "TruckSupG" and "TruckTechR".
Friday
Jul 25. "LineTechSupR" calls me back, will send another tech today.
Based on neighbor's comments to me, various comcast trucks came and
went throughout the day. When I came home, "LineTechC" came and talked
to me and explained there were a lot of signal level issues on my line
as far as over 1/2 mile away. He replaced a couple lines and parts, and
the problem should be better, but he will be fixing more things
tomorrow on Saturday. Also, he left a signal meter on my line
overnight, to see what happended during the evening Internet connection
from my end at this time looks better than it has in months (of course,
with intermittent problems, I wanted to see it like this for a least a
week).
Saturday
Jul 26. "LineTechC" worked on problem most of the morning, up at El
Camino (about 3/4 miles from my house). There was a very long cable
accross that thoroughfare that had very weak signals, he put some
amplifiers on it. Thinks at this time that the problem should be fixed,
and to let them know either way by calling "LineTechSupR". So far this
morning, connection looks good.
Summary: Connection flawless until April 2004.
April 2004
20
April, problems begin again, almost to the day as last year.
Intermintent outages mostly in the evening starting around
Weekend of April 24/25 horrendous connectivity and packet losses (80% to first hop) , Called 800 number, scheduled truck roll
4/26 Problem intermitent. When truck shows up, things are working, so there is nothing tech can do. He leaves with no solution.
Weekend of 5/1-2, almost unusable most of saturday, out all day Sunday. Call for truck, scheduled for 5/4 bet 3-5
5/4
Called 800 number at
5/5 - 5/11 Connection mostly good. Never did get that RSVP call
5/12 Outages several times during the day, 10-80% packet losses.
5/12 Call 800 number. Much apology, gee. No open tickets show. Will schedule line tech. Made very clear with tech that I did not need to be home. It's already been diagnosed as a line problem. New ticket number 15611443. He will schedule line tech.
5/13
Connection fine most of the day, until around
Called 800 number, recording says there are disruptions in my area, and they are being worked on.
5/14 call 800 number. Gave ticket number. Ticket is closed, no reason. Say connection looks fine. Tech support says if want quicker turnaround than I am getting, I should consider gettting a bussiness acount, gives me their number 888-824-8155. Note this number is tech support for business services, they can't help me, I don't have a business account :) The website that number refers you to doesn't exist. I eventually find out that business accounts cost at least $600 per month.
5/23 Sunday. Still no change,went to 100% loss about 20 times today. call 800 number. Wants to roll truck, I explained truck has already been here. Tech will escalate the problem.
5/24
Connection around 87% packet losses starting at
5/25
Out at
5/26 AM Connectivity still out in the morning. Got a hold of last year's line tech by calling his old local phone number, and I was transferred to his new number. He is going to contact the line techs, and will call me back to let me know what's up.
5/26 PM Called 800 number. Previous ticket was closed as resolved due to "dropped cable on lawn" (ya, for an intermittent problem, that makes sense). He did notice there is a "tap request" open, but he can't explain what that means. Took down my phone numbers again, and put in a "report" and I should get a follow up phone call. "Special" Ticket number opened 518584. Never got return phone call.
5/28 Problem getting worse and worse, today it's going out about every 10 minutes, 100% out. Called "TruckSupG"'s stand in "TruckSupB" ("TruckSupG was on vacation), He sees that my newest ticket is closed, they found no problems. So, he contacted the line tech supervisor. They will send someone out in about 1 hour. "TruckTechR" came by. Said it really is a tap problem, he can't do anything. But, he does say that the line tech call he made on 5/26 still had not been looked at (in spite of what the 800 number folks told me, ticket is still opened). They are supposed to be contacting me later today.
Line tech shows up, I explain problem to him from scratch. Goes to backyard. Does see intermittent problems and lots of noice on line beyond my house. Will wander the neighborhood from pole to pole to try and narrow down the problem. He guaranteed that he would stop by or call after his shift to tell me what he discovered. He never called or came back.
5/29
- 6/1 Regular outages as before during the weekend. Tonight at around
6/1
Left message with City of
6/2 Call "LineTechSupR", he will have someone call me.
6/3 "LineTechK" left a message that he came by and saw nothing wrong.
6/3 - 6/4 Connection reasonable, only a handful of outages. Schedule visit for 6/5 in the morning.
6/5
Modem no lights starting around
6/5
Connection out from
6/6
Connection mostly out from
6/7 20-80% losses all day to first hop 12.244.25.177
6/8 – 6/9 On and off 20 to 100% losses all day, problem keeps getting worse
6/9
Note on front door:”My sweep tech has balanced the run to your home and
we have also found an amp that will change out soon. We need to set up
a early morning time (
6/11 Supposedly “amp” was replaced this morning. No change connection still bad to first hop. 20-100% outages, frequent modem reboots
6/12
Connection out at 100% 5 times from 7am to
6/13
Connection fine until
6/14
Lost connection, modem reboot, at
6/14. Came home, note from "LineTechK" on door that he made some mods and let him know how it is now. Don’t know what he did. 100% outages seems to be gone, but back to 20-80% packet losses. IP addresss back to 67.169.119.132 and first hop back to 12.244.25.177. Upstream signal level hovering around 45-48.
Used router to release and renew. IP still 67.169.119.132. Server IP address 12.242.17.34, not sure if that means DHCP server or what. Default gateway is 67.169.119.129.
6/15
Catlyn (full time Comcast interface for the City of Sunnyvale)
Excellent connection from 6/17 until 8/26. Thanks Catlyn!!!!
August 26, 2004
8/26
(Thursday) Both TV and internet out at
8/27
AM. Call and leave messages with "LineTechSupR" and "LineTechK". No
call back. Call regional executive complaints number, they confirm
outage in my area (though I never told them what area in
4:30 PM “LineTechF” calls at home, tells my wife that they will be looking into the problem and he will come by the house. So I rush home from work. 6:50PM, “LineTechSupB” calls to see if my service is restored. It is not, she will call back her technician. 12:00pm. “LineTechF” never called back, never showed up, no more phone calls, no connectivity. Gee, and I left work early to meet LineTechF, who was rushing right over (wife was at home when he called, so there is no way we missed this supposed visit). More Comcast lies.
8/28 Saturday morning. Connection still dead. Used dial up to file complaint with Better Business Bureau (BBB).
8/29
8/30
Tech "TruckTechA". shows up, hooks up his meter to the line, but then
tells me he doesn't know how to read it. (Guess they get their training
on the job). Calls in another tech. This tech says I’m not even hooked
up, that I need a line tech to come out. "TruckTechA" gives me his
phone number. I insisted that line work gets done today. From
ping plotter, looks like it got done by
8/31
Got up at
8/31 Leave message with "LineTechK", "TruckTechA". Neither call back. Call "TruckTechA", he says techs are there right now checking out lines..
8/31 Late in day. Call "ExecCompH" at Regional Complaints. She says nothing was scheduled for me that day, no line techs. Wants to schedule truck roll to replace modem. I explain we’ve already ruled out modem, I need line techs.
9/1 Connection mysteriously comes back, working great. Call "ExecCompH" to tell her things finally look good. She still wants to change modem. I explain things are working, and I don’t (never did) need a new modem. That same day I get a letter from the Better Business Bureau telling me they contacted Comcast. Guess that's what fixed my connection this time. Thanks BBB!!!
9/2 Come home, find a “Sorry we missed you” card on the door. I didn’t have an appointment. Internet still working., good strong clean signals.
9/3 Come home, find another “Sorry we missed you card” on the door from "TruckTechA" that they put in new drop from the pole (which I obviously didn’t need) Connection still good.
9/3 – 9/18 Connection good for 2 weeks!!
9/18, both TV and internet go out. Call 800 number, known outage in my area. According to my modem, SNR 23, Up power -19, down stream power 0. Basically very noisy line and bad power. Modem keeps rebooting trying to get signal.
9/19
Call 800 number, they see no outages (though the recorded message
does), Turns out the local outage on recording was about 30 miles away.
Comcast says they need to roll truck. Will be here between today 1200
and
PG&E shows up around 1am Monday morning, and discovers that my main electrical ground cable at the roof had been severed somehow. Around 3am, they get that fixed. Wow, I'm impressed with PG&E, quick service, and on a Sunday night no less. I have a theory that when the PG&E ground cable got severed, my house was grounding through the Comcast cable, causing the meltdown. Who knows. What I do know is that the last people that were up on that roof two weeks earlier were Comcast employees. And they were there to replace a wire that was 12 inches away from the severed PG&E cable.
9/22 Get message from "ExecCompK" that I'm having issues. I call him back, leave him a message about what PG&E discovered. I leave him my cell phone number, my home phone number, my email address, and ask him to contact me. He never did.
9/23 As I'm leaving for work, a Comcast truck pulls up. Says they are here to hook me back up. I tell them about the PG&E findings. They go out back, reconnected my cable, and my TV and internet worked great. As of a couple of days later, things are still looking good, and I'm keeping my fingers crossed.
May 2006.
Well, I hope I'm not jinxing myself, but since the saga, I've been lucky. I seems that my Comcast problems, for now, are fixed. Except for short rare outages, I've have pretty flawless connections. I can only hope that this lasts. I don't know if I'm now on their "troublemaker" list, or if they've made enough upgrades to improve my neiborhood, but things have been good, and hopefully the problems of the past are behind me. At least, I now have enough contacts that if the problems start up again, I know who to call. Keeping my fingers crossed!!
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