While it has been a bit quiet around here lately, that hasn’t happened without good reason. The reason being that wonderful purveyor of cable technologies known as COMCAST.

Ever wonder how to make someone's head explode like Scanners? Just say that word one time
This saga begins, much like Star Wars, a long long time ago but not really that far away. There was a man and a woman, they fell in love, got married and moved into a house. The house was falling apart because the landlord wasn’t exactly what you would call “on top of things”, so we had Comcast come out and put in all new wires and wall outlets so we could enjoy internet, telephone and HD television.
Before we get into this I want to state a fact: none of MY equipment is faulty. I know people say that but I am a geek and a tech myself and I know how to troubleshoot and fix issues. My television, telephones, and computers (including all routers and such) are all performing at top condition they can. As well, this is going to be a long post as a lot has happened to create it.
Things seemed to be fine until winter hit. Suddenly all quality was lost in picture, sound, and speeds of the internet. Myself, Spider, being a former cable tech, decided to check out what I could without stomping on Comcast’s territory. Nothing came of it as there was nothing I could do. I did, however, find out that all infrastructure in the Twin Cities is above ground.
For those who don’t know (and have never looked at a weather map of the Northern MidWest during winter) it gets cold up here. We have snow and lots of it. We have ice and frozen ground. This creates a “Good” and a “Bad” about above ground infrastructure.
The “Good” being that even during those harsh winter months Comcast is able to fix pressing issues, they are able to get to their infrastructure as needed. The “Bad” being that the snow, rain, winds, and other crap knocks out service left and right. We were getting horrid internet speeds (to the point of having to reset the modem on a daily basis), bad picture quality on the television (pixels, frozen images, sound dropouts, suddenly not being able to watch channels we were paying for) and poor voice quality on the phone. We left it be for the winter as we figured, somewhat rightly, that it was the weather wreaking havoc.
As summer came around we noticed those issues weren’t going away. (We also noticed that a lot of channels we were paying for had HD equivalents we weren’t getting, such as BBC America, Comedy Central and more. Other carriers had these but not Comcast Twin Cities.) We noticed that they were getting worse. Each time I called to have the technicians check their infrastructure they would say “nothing wrong on our end, must be you”. This went on for a few weeks until I finally had enough.
I called the local Comcast center and ended up being connected to Theresa (no idea if that is the correct spelling) as well as a higher tech. I laid out the issues we had been having for an extended period of time and stated, matter of fact, that there was something wrong with their infrastructure in this neighborhood and that they need to fix it. (These two gals were, and continue to be, the best Comcast reps I have ever dealt with.)
The gals sent out a senior technician to check my equipment, the infrastructure leading to the house, and the infrastructure in the neighborhood. Guess what? A bunch of infrastructure was broken; the same infrastructure that the original technicians had said was “a-okay”.
The issues cleared up some but never completely as we still had to reset the modem every week, and the sound on the TV would still cut out now and again. At least the phone worked properly afterwards.
Flash forward to the beginning of March of this year (this makes it a total of two years dealing with these issues so far) and we are moving. We are moving to a new, better place with better infrastructure for Comcast as well as better infrastructure inside the building itself. We are optimistic that our issues with Comcast will be resolved by this move, yet we learn to never use the word “optimistic” in a sentence with the word “Comcast”.
We call Comcast to setup transfer of service to our new residence. It is going along fine until the painful part hits; it seems Comcast is upgrading their lower end Analog channels to be Digital channels to open up bandwidth. In reality this is a great move that will benefit both customers and the company in the long run as Comcast is taking a load off of their infrastructure and will be able to use that extra bandwidth to provide faster internet and more HD channels (BBC America and Comedy Central perhaps?).
The painful part of this is that Comcast requires any television without a cable box (those with the coax coming from the wall direct to the television) to have a special adapter dubbed the “Digital Transport Adapter”.

Yeah, that tiny little thing.
The rep we spoke to stated that we could either have the technician install the adapter for us at a charge of $30 or have Comcast mail them to us in about six weeks. Neither was appetizing, especially when Comcast says they are free and hooking them up is no harder than a VCR, but we opted for the mailing to us because we didn’t want another charge.
During our tour of our new residence we noticed that whomever had installed cable there before did a piss poor job. They put in one outlet, attached two splitters, and strung out sub-par coaxial cable to the three rooms. Splitters suck, even the ones that Comcast uses (although they will tell you they are top notch they are cheap, lose signal quality and die quickly), and make a mess of wires for your home.
We requested that two additional outlets be installed and that a line direct from the box be put to those two outlets for the extra two rooms. We had no problem with the cost of this procedure as we wanted as direct a connection as possible for the HDTV, the internet, and the SD TV in the bedroom. This not only brings in quality signal to each room but allows easier troubleshooting if one service isn’t performing as it should by allowing elimination of lines. We set up an install date (someday between March 28th and April 1st) then proceeded to move.
When it came to the install date we literally had nothing unpacked but the HDTV and a computer. Two technicians (later learned to be contractors) came to install the service. From the get go one could tell this would end badly as there were no extra outlets installed, they just replaced the coax that was there with the same sub-par kind as before, then called it done and left. Cheap, shoddy, and poor all around.
Shortly after this I had a myriad of doctor’s appointments and a septoplasty so we weren’t exactly right on the ball calling to complain, but had set in our minds to do so. Our hands were forced quite a bit as shortly into the month of April internet speeds starting slowing down again, accompanied by service completely dropping out. The pixels, freezing, and audio drop outs were happening on the television again and voice quality on the phone was piss poor. As well, it had been past six weeks and we had not received our Digital Transport Adapter in the mail.

Speed Test 1

Speed Test 2
The above speeds are on a 16Mbps tier of service. I am not asking for 100Gb/s here, but this is sub-par even for the lowest of tiers Comcast offers.
I call Comcast and get an appointment set for May 12th (with an actual Comcast technician, I was adamant about that) and that day came. The technician looked everything over and found, to no one’s surprise and especially not mine, that the splitter was bad. The exact thing I was trying to avoid in the first place had occurred, validating and angering me at the same time.
Once again I am on the phone to Comcast talking to a representative. I tell her all of the above (in a condensed version) and she immediately informs me of the following:
1. The original rep was wrong. There was no $30 charge and no six week mailing wait for the Digital Transport Adapter. One was never sent out to us either, so she sent a new one that would take five days.
2. The charges are removed. The $30 charge was for the outlet installs, not the Digital Transport Adapter installs. The rep was trying to charge us twice for the same product. She proceeded to remove the whole installation charge from our account for this debacle after I asked her nicely.
3. A new, actual Comcast technician would be out. Instead of a contractor an actual Comcast technician would be out to fix the issue(s), just like I prefer.
That appointment was set for yesterday, May 23rd between 2pm and 4pm. We cleared some stuff out of the way as we still are not completely unpacked and waited. Waited. Waited. Waited. See a pattern emerging here? That’s because the technician never showed up and never called.
Just about an hour ago I called Comcast again. I got a rep that asked me questions I have never been asked before such as security codes, special numbers and whatnot. Even though I failed to answer any of these I was let through and talked about the account. (Account Security – Only as good as a flustered phone rep!) This is what was learned:
1. Five days is not five days. That Digital Transport Adapter that has only been seen by myself in an online video? It still hasn’t arrived, and it also seems to be the Missing Link in the evolutionary chain as evidenced by….
2. Appointment was canceled. According to the rep I spoke to the appointment was canceled by Comcast’s internal systems, with no notification to us, because of that Digital Transport Adapter. The reasoning was unclear as the rep muddled her voice through the explanation (twice) but somehow that Missing Link swatted a butterfly in 400 B.C. causing a ripple effect that prevents me from ever getting it. Supposedly when #3 happens it will be brought to me….
3. A new appointment! Yes, another one and the third one this month. This time it was set for June 5th because that was the earliest they could get someone out. A bit of light at the end of that tunnel is that the technicians called shortly after my hanging up and switched the appointment to May 27th (this coming Thursday).
4. Customer guarantee is crap. Comcast is making a big deal out of their new “Customer Guarantee” with print ads, television ads, and more. The problem is that when you mention it the rep quickly changes the subject to something else so they don’t have to give you that $20 credit.

Customer Guarantee from Comcast's Website - As good as the paper it is printed on
We are now approaching three years of service with Comcast at these two residences and we still have not had a month without some issue. We understand that not everything is going to be perfect all the time and that issues arise now and again, but let us recap (quickly) the issues in these past three years…
1. Poor service. Poor performance across the board on all services that we have been paying approximately $140 a month for.
2. Poor technicians. Not just the contractors but those at Comcast who couldn’t figure out their own infrastructure issues and a customer had to do it for them.
3. Poor delivery. At this point I don’t think even Indiana Jones could get that Digital Transport Adapter to me if he handed it off to Marty McFly in 1956 and brought it back in time. At this point in time there still are not outlets I had initially paid for (hopefully fixed on Thursday) almost two months and three appointments ago.
4. Poor customer satisfaction. Throughout the whole time we have had service at these residences we have paid in excess of $4200.00 in monthly fees (this is not counting installation fees, upgrade fees, lost time & productivity, etc) and what have we gotten? All of the above, $60 removed from our account (that wouldn’t have happened if I hadn’t brought it up) and the subject changed when the “Customer Guarantee” is brought up.
I work from home and when I lose internet either completely or with speeds as shown above I lose productivity. I have a lot of clients who are thinking of going elsewhere because of the perceived “laziness” of my work timetable. There is only so many times a person can hear “the internet crapped out on me” before they believe it to be an excuse. I shouldn’t have to upgrade to the business class internet when what I do does not require that class of internet. The residential customer class is just fine when it works right.
I am not one of those people who asks for anything free or demands compensation. I just want a service I pay for to work right 99% of the time. Poor service, poor customer satisfaction, poor everything should be the exception and not the norm.

Comcast's "Norm"
Yet with all the money being put out and lost at the same time I would like to make Comcast a deal: you folks come out and fix the issues, deliver the equipment that is supposed to be delivered, and I don’t have to call you for a problem for three months and we will call it even as it stands right now. If I have to call for an issue within those three months then I want something. I don’t care if it is faster internet free for six months, HBO free for six months, or what as long as it shows you actually do care about one customer who has gotten absolutely nothing but migraines from your service. Migraines that could have been prevented easily by service reps, technicians, and corporate themselves.
Three years is a long time to continually screw up. It takes a special kind of talent to be able to do that for so long and only give scripted apologies. Put your “Customer Guarantee” on the line and make it come true. I would say put your reputation on the line but you have already lived up to that.
