We have maga trouble with our telephone service by Comcast. It started when we returned home from an extended trip this summer. The lack of phone calls were a bliss at first. Then we received complaints from friends that they cannot call, and even when we were home, their calls were directed to the voice mail. It got so bad that every time we picked up the phone when rung, no caller ID available and no one at the other end, and no dial tone even when no one is at the end. When connection was made, occasionally, the conversation would be cut off midstream. This is often followed by no dial tone. Imagine the exasperation when you wanted to call the other party to apologize.
This went on for several weeks; we were not sure that our phone equipment was not the problem and spent time to check out.
Finally, we called Comcast and reported the problem. I must emphasize that each time we did get to talk to a "live' person, most of them are professional and helpful. The process of handling our repair was, however, 'SHEAR MADNESS!".
On Monday, September 21, two techs showed up. After checking our modem and phones they went out to the junction box and did testing. They returned and explained that everything in the house was fine. But looking out from the junction box to the pole, the signal was "lousy". They have reported the problem and someone else will be coming to fix it. We thanked them, and they left.
The phone was still acting crazy Tuesday. We called repair to get the status of the promised repair. "You are scheduled to be checked tomorrow morning" he informed us. We told him that it was unacceptable as we have been out of service extensively. The person promised to write a report requesting the expediting of the pair. Soon after, a repair man called. He received the expediting request but his dispatcher will not let him come. We asked him to have the dispatcher call us. Two hours later, the same man called and informed us that he's put on hold and voice mail when he called his dispatcher. We apologize that he had to get a dose of our bitter pill and thanked him for his effort.
Then we went on line (by then the phone went totally silent.) that night and tried chating with a service rep who spent an hour patiently trying to help us. He/she tested the line and wrote that every thing is green.By the way, we will send someone @10 A.M. Next day to check your service just to make sure. Thank you, we responded.
We still do not have dial tone the next day. We had to cancel our planned activities to stay home for the 10 A.M. Promise. We waited till 11 A.M. And called Comcast. We were told that due to heavy volume, our repair was pushed to 2 - 4 P.M. We waited more. The phone did not ring, but we noticed a message at around 2:30 P.M. Comcast left a message that the 2-4 P.M. Appointment has again been pushed to 4-7 P.M. "someone will contact you before they come. IF YOU DO NOT ANSWER THE CALL, THE APPOINTMENT WILL AUTOMATICALLY BE CANCELED." The recorded message stated under no uncertain term.
We looked at each other, outraged. They are making us prisoners! When the repairman did show up (he never called, and was earlier then promised), we did not take it out on him. He changed out our modem and assured us that It'S FIXED. "Are you sure that you do not want to visit the junction box to see if the outside trouble is also fixed?" we asked. He just smiled and shock his head.
We still get phone calls with no i.D. And no one on the other end and no dial tone after that. This' a recurring nightmare. Ever time we called to report trouble, automatically, Comcast would first verified that we are on time with our bill paying and stated: "You have made a payment of $124 on September 16, thank you". A painful reminder!
All we want is to be accorded as a customer that has been paying good money, on time, and give us reliable service. When something is wrong, someone should take the responsibility to and do coordination within the shop to get the trouble fixed. We have no control which department is responsible to fix our problem. Lastly, do not keep pushing the promised time out to the next day, to the next time period, and then to the next. NEVER cancel our appointment just because we did not answer the call. We could be in the yard, bathroom, or temporarily unavailable. Remember, we do not have phone service!
Would Comcast understand if one of us 'forget' to pay their bills?
0 comments