Forum Thread

Help with comcast

liftedpsd2010 660 174 August 17, 2016 at 06:04 AM
Ill try to be as brief as possible about my comcast dilemma. Last august comcast put fiber underground in my community. I was quite happy because all i had was verizon dsl 3meg internet. Was told itd take 4 months. Fast forward to a month and a half ago. Comcast called and said it was ready! I immediately made an appointment. Took off a day of work to get it installed. Tech came out and said no way to install internet. He wasn't trained in fiber. Comcast called a week later for another appointment. Took another day off and tech came out and said the main node at the entrance to community was shorting out and it wasnt ready. I waited and comcast finally called a couple days later and again i made an appointment. Tech came out and said there was no fiber drop. We are getting fiber to the house btw. So i ask when they can do it he said he has no idea. I see the construction crew installing drops and ask for them to do mine. I finally get a box and drop! Awesome. I called comcast and set up the 4th appointment. Tech came out and said he wasnt trained in fiber and there was no fiber to coax adapter. In the meanwhile i have been trying to get someone to tell me whats really going on and havent gotten one call back. I have an appointment today hoping the guy coming out is trained in fiber. I live in florida in a small city but one of the largest counties. I was told one guy is trained in fiber in the whole county. I am on my 5th appointment with still no internet. Any ideas on what to do at this point? thank you

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#2
Not sure any of us will have a perfect answer here that will actually make things work for you. It sounds like comcast is just unprepared and probably doesn't have their systems setup for fiber in your community yet and people trained. It's really an issue you have to take up with them. I would switch service to them and be pushing for free months or major discounts for all the trouble you have gone through.
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#3
Quote from LiquidRetro View Post :
Not sure any of us will have a perfect answer here that will actually make things work for you. It sounds like comcast is just unprepared and probably doesn't have their systems setup for fiber in your community yet and people trained. It's really an issue you have to take up with them. I would switch service to them and be pushing for free months or major discounts for all the trouble you have gone through.
thats what i was thinking. What would be a reasonable discount on services for taking off now 5 days of work and ill know here soon if today it gets installed or not.
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Quote from liftedpsd2010 View Post :
thats what i was thinking. What would be a reasonable discount on services for taking off now 5 days of work and ill know here soon if today it gets installed or not.
I don't know, I luckily have an employer who is flexible when stuff like this happens to me so I never sit at home just waiting. I always tell a company to call when they leave the last call and I drive home. If it takes 2 hours then I don't go to lunch the next 2 days etc.
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#5
The problem here is that a telco company with a good reputation is a mythical entity. As such, getting them to discount much, if anything will be really hard. You can threaten to cancel and see what retentions will offer, but last time I did this they literally just said byeeeee and let me cancel my service. All these companies are so big anymore they don't care about customer complaints.

If they won't offer a cash discount, try to get them to bump up your internet package to the next tier or throw in some movie channels if you got cable too.
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#6
You'll find lots of people that have Comcast knowledge over at http://www.dslreports.com/forum/comcast There is also a way to directly contact Comcast support in a private forum at https://www.dslreports.com/forum/comcastdirect
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#7
Only thing you can do is call and complain about the lack of expertise they have displayed with offering their service and support. No one in your area was on the same page, meaning no knowledge of drops, techs weren't up to speed on installs, delays on getting services.

Another thing, why did you cancel your dsl line before you got the fiber connected and confirmed? Bad idea...
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Quote from liftedpsd2010 View Post :
thats what i was thinking. What would be a reasonable discount on services for taking off now 5 days of work and ill know here soon if today it gets installed or not.
$100
They give a $20 credit if a service-person is late so I think you should at least get that per appointment.
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Quote from vivahate View Post :
$100
They give a $20 credit if a service-person is late so I think you should at least get that per appointment.
well still no internet and talked to someone and no time frame on when the construction crew can finish.
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#10
Quote from liftedpsd2010 View Post :
well still no internet and talked to someone and no time frame on when the construction crew can finish.
Ya so get cable service so at least your a customer and they can credit you. They should at least be able to get you online with cable now and then you can be online with fiber when it's ready. Who knows if it could be a month or 5.

I understand your frustration, My town in getting fiber door to door, they are in year 1 and so far don't have anyone installed yet so everyone is pretty excited but wish it was here like yesterday.
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Quote from LiquidRetro View Post :
Ya so get cable service so at least your a customer and they can credit you. They should at least be able to get you online with cable now and then you can be online with fiber when it's ready. Who knows if it could be a month or 5.

I understand your frustration, My town in getting fiber door to door, they are in year 1 and so far don't have anyone installed yet so everyone is pretty excited but wish it was here like yesterday.
we cant even get coax as its not available in my area.
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#12
The Dslreports direct forum is a very good way to get a hold of someone that should be able to help you. From a technical standpoint, they have always been able to go above and beyond - usually tier3 staffs the forum.

One thing is, once you post, don't post back in it yourself until a tech does first, otherwise you may never get an answer as they will think someone else is already helping you. It may take a few days, but be patient.

I know you aren't a customer yet, but I had them miss 3 appointments a few years ago and I didn't pay a bill for 6 months and my bill is more than 120 a month. Also, there is or was an email that you could use to reach their executive team - I think comcastcares@comcast.com or there might be an _ in there.

Hope it goes better for you!
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