April 13, 2005
Comcast and customer disservice

For the past three days, we have been having a problem with a flkay DNS server in my service area, and connectivity has been spotty at best. When I first called (on Monday), I was on hold for about ten minutes before I was prompted to leave my phone number for a callback. After an hour and a half wait, they finally called back, and told me that they weren't sure when it would be fixed, but it should be just a few hours. Well, I suffered through it for two days. When I called back again today (because I'm still experiencing the same problem), I went through the voice mail prompts (four layers), and was then told by the voice mail system:

We're sorry, but we are experiencing a higher than normal call volume due to outages in your area. All of our customer representatives are assisting other customers; please try your call again later.

...at which point I was disconnected.

Needless to say, I am *not* happy right now.

This is one of the primary reasons I dislike governmental regulation; if Comcast didn't have a geographical monopoly (through governmental regs), I'd have a choice, and I'm willing to bet service would be better.

When I lived in Chula Vista (California), it was the only city in San Diego county that had real comptetition; Cox and a smaller company, ultronics, both had access in the area. Whenever Cox rolled out a new service, Chula Vista was the first to get it. (Cable internet in 1997, expanded basic cable with 70+ channels in 1994, and so forth), and lower rates(about 40% lower than the rest of their area). The rest of their coverage area was theirs alone, but they had a competitor in Chula Vista, and it was obvious that they were responding to the competition by providing new services as soon as they were available.

posted on April 13, 2005 06:43 PM


I feel your pain. I suffered with Comcast "disservice" for several years until I finally moved out of the area.

One thing Comcast CAN'T regulate is satellite reception. I suggest looking into DirectTV's service. Decent reception, decent bandwidth. Just need to deal with pesky weather related outages.

Terry Dexter

posted by Terry Dexter on April 14, 2005 05:24 AM

Some information here: Computer World

Interesting site that offers some temporary solutions: Broadband Reports

(Edited to convert to hyperlinks)

posted by Steve Gigl on April 14, 2005 10:56 AM

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