Observations from a Comcast outage.

I use a Comcast cable modem at home… I’ve been satisfied with the service; it’s fast enough for my needs and is generally dependable (brief glitches happen once in a while, which quickly fix themselves). However, for the past two days my modem wasn’t able to connect at all, so for the first time I actually had to call Comcast. A few observations on the experience…

* The first thing you hear when calling 1-800-COMCAST is “This is Shaquille O’Neal, and this is Ben Stein… Thank you for calling Comcast” (in their voices). This is a fantastic way to confuse callers, since it sounds like you’ve dialed a wrong number. Why have a celebrity voice on their number at all? I don’t get it.

* While their phone system routes your call to the right department, you get treated to a completely irrelevant advertisement for their telephony service. These kinds of forced ads piss me off to no end. [See also: long-winded offers you’re forced to listen to when activating a new credit card.]

* I was amused that their automated phone service suggested that if I was having problems connecting to the internet, I could get help on their website.

* I dread calling “technical support,” because it usually means wasting time as they run though a standard troubleshooting checklist unrelated to what the actual problem is. To Comcast’s credit, I wasn’t subjected to this and it was an efficient process. The techs were nice, but I wish they had better diagnostic tools — the first two calls resulted in “your cable modem is dead, buy a new one”, and then my “dead” modem started to work the next morning!

* The scripted “I’m sorry you’re having a problem, I can assist you with this issue” phrase techs are required to say sounds really corny when you’ve heard the exact same line on each call. Mix it up a little?

* Dear Apple and AT&T — it’s just days until 20-fucking-10, and I still can’t tether my iPhone to my MacBook for internet access in a pinch? Sheesh.

2 thoughts on “Observations from a Comcast outage.”

  1. I feel your pain. Going through the same thing. It’s been 2 days and no connection. Called comcast 5 times with the same crap. They even told me to go and buy a new modem. Still waiting for some competition. I hate having to rely on comcast for internet.

  2. Hello!

    Sorry for any frustrations we caused. Please feel free to email our team at any time with concerns or questions. We’re happy to assist any time.

    Happy Holidays!

    Kind Regards,
    Melissa Mendoza
    Comcast Customer Connect
    National Customer Operations

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