Having this weekend experienced an epic failure of Comcast's field service here on Cape Cod, we wonder what kind of experience our readers enjoy with Comcast.
Comcast usually rates near the number one spot on the many "Most Hated Company in the US" lists, such as this one from January 2017.
One of our editors came home Friday afternoon to no Internet, telephone or television. After spending over an hour on the phone with Comcast "customer service", the phone tech's scheduled a service call for Saturday afternoon. Service remained down overnight and in the morning.
Saturday, at the duly appointed time, the Comcast contractor appeared. At that time, by happenstance, the services had come back on all by themselves. The technician worked on a weak signal issue that he detected, eventually doing "something" atop a nearby utility pole. He happily reported a strong signal at that point, however his efforts managed to disconnect a neighbor's service.
After more work atop the pole, the technician reported that he had everything "working okay" and they would have a work crew come out and replace something on the pole. Whereupon the young tech drove away at top speed.
Five minutes later, everything was offline again.
An hour on the phone with three different Comcast representatives was unable to bring back a technician, even though we were still within the appointed service window. The "best" Comcast could do is schedule a return call on Sunday.
Along the line we learned that the Comcast telephone staff apparently have no way to contact field technicians in a situation like this.
And that's basically that - a third day of no Comcast service with absolutely not recourse whatsoever.
So, dear readers, what kind of service problems have you experienced with Comcast? How successful have you been in your efforts to resolve problems?
If you've had a particularly memorable experience with Comcast, send your story to [email protected]
In Massachusetts we have a few opportunities for recourse on Cape TV complaints. First, we can contact the Massachusetts Department of Telecommunications and Cable, Consumer Division, 1000 Washington Street, Suite 820, Boston, MA 02118-6500. You can also email them at [email protected]
On a more local basis, remember that your town licenses cable television. If you're not satisfied with the way Comcast is resolving a problem, we suggest you become a nuisance to the Town Administrator and selectmen - especially if it's close to renewal time for the town's cable license.
State Representative Randy Hunt floated the idea of pilot testing a last mile residential fiber deployment through OpenCape. That measure was not taken up in the House budget but we hear that Senator Julian Cyr may take it up in the Senate budget. It is vital that we support this initiative to make the Cape's internet and media services market more competitive.
Comcast holds a virtual monopoly on Internet service on the Cape. It's high time we provide them some competition.