Comcast Cable Comcast Service and repair Ripoff Augusta Georgia

Location: Augusta, GA

This is a copy of the fax sent to corporate. All Reference to names etc, X'ed out .It is now 3 March still no contact from Augusta or Corporate and Guess what Packet loss still, speed slower than dial-up Line crews seen on the main thru way after the storm came thru Thursday, the 1st But no line crew seen in the this area by the neighborhood watch homes or retired families in the area. Since this letter was faxed Comcast has been contacted on a numerous occasions after 18 January 2007.to date. But to no avail! Canceling service wouldn't solve the problem some other sucker would supply them income. I have talked with individuals with Richmond county about Comcast service. And basically Comcast pumps far more revenue into the area then any one individual home or households d**n if you do! d**n if you don't! Does the word Monopoly ring a bell?

From: The XXXXX 18 January 2007
Account no.
XXXXX
Augusta. Georgia 308XX

To: Comcast corporate
1500 Market St.
Phil. PA 19102
FAX 215-981-7790

To whom it may concern:

My high speed internet and cable TV service was ordered on 3oct.2006 and installed by a contractor for Comcast on 5 Oct 06 at that time the tech. informed me it couldn't be done because there was a pc problem. I informed the tech that I am a certified. IT security specialist there was nothing wrong with my PC. The tech then went outside for a while then came back and informed me that he would have to cancel the job and that I would have to call Comcast to come back to install the internet service because he didn't have very much cable on his truck and that he also couldn't access the crawl space under the house. I then walked to the side of the house and slid open the skirting then walked over to his truck pointed out to him that he had at least 10 ft of cable to do the job. He completed the job after approx.3 hours.

My internet connection speed has never been consistent but packet loss has been .Packet loss was 80-100% So I called support at 706-733-7712 and the 1800-comcast number on 8 Jan 07 numerous times and could not get thru so I called 9 Jan 07 and after a 45-50 min wait talked to CSR she verified 68% packet loss of 50 sent and 90% at a hundred sent she then placed an order for three days later (11 Jan 07)

On 10 Jan07 Comcast Augusta, GA.

polled the modem with a 80% and polled 4hr.-24hr.and 7 day history and verified a good few drops

On 11 Jan 07 I left from North Carolina early to be at the house and meet with the Comcast tech. At approx. 10:00 or 10:15 am. I received a call from a person stating he was a Comcast tech. and he could not find my address and that he might have to cancel the job? (Famous words) I then told him to stay where he was I would come and get him This was approx. at 10:30 I found him at a gas station and noticed that he was a contractor for Comcast. .I then had him follow me to the house. When he came in he was preparing to swap out the modem with out checking any thing out side or any thing on the PC. I asked him if he had a signal meter So he went out side to get his meter. In doing so I noticed he didn't have any kind of latter or shovel just basic tools and supplies just thrown in to a storage container in the bed of his truck. When he came back in he didn't seem to know what to do So I showed him how to access the CMD prompt to check for packet loss and verify ip address and how to check the modem stats using (192.168.100.1) snr:33.6db at 513.250 mhz, fwr:-6.2dbmv,return at 26.5dbmv at 31.0 mhz.I then gave him a tour and showed him the rg-59 outside at the house box also the compression fittings inside and out where the center conductor was protruding inch past the fittings I also pointed out the dielectric was !/4 inch inside the fitting and not flush (suck-out) The contractor then stated you seem to no a lot about the internet .I then informed him of my back ground . He then went out to his truck and called his supervisor after 10 min approx .He returned to me and handed me the phone. The supervisor ask me what the problem was not is. And then came the BS.I shared with him (fore- mentioned.) and my back ground .His attitude changed toward me and stated he was sorry and that my internet would be working before the tech .left He then asked to speak to the tech. I went back in and the tech. was outside for a good while he came back in and said he would have to re-sch .the job because he couldn't access under the house (more famous words) I showed him how to access the crawlspace and where the house box is. {which I had to open).I left him alone again He replaced the rg-59 with a new rg-6 and also replaced the connectors inside and out he came back in to have me sign the work order he then got into his truck and started to leave when I asked him if he balanced the modem he didn't know what I meant .And if he closed the house box (he forgot to).after he closed the box. He soon departed faster then he came. After he left I looked over the work order again and noticed he wired 2 outlets he did not. In the associated check list column he had checked customer Education handout which he didn't and that he had performed a drop certification??? No ladder to access the Tap at the pole. And the time on the work order was wrong displaying 55 mins of work time instead of close to 2 hrs.

On 11 Jan 07 same days Ms.XXXX came home and pointed out to me the skirting on the entire side of the house was thrown on the ground and the cable that was replaced was not buried aprox 6ft and was exposed thru the fence. I then reset the skirting. While I was doing this Ms.XXXX came out and told me the internet was out. (Go figure send out an install contractor with No tools and No PC knowledge to do a service order). Who routes Comcast work? And is there any training required other than a driver's license?

On 11 Jan 07 same day I called Comcast Augusta 706-733-7712 after another long wait A CSR answered she was rude first off I then explained to her the problem She stated your problem is not my job I'll have to transfer you she did she hung up I then called back and asked to speak to a supervisor . A CSR supervisor came on the line I informed her of the problem .She was very nice but again she had to transfer me. I was sent to a voice mail. Which I left a message I then called again this time I wanted the number to Comcast corp. to make a complaint I was informed By the CSR that know one there has the address or the phone number to corporate and that she would transfer me to a different supervisor again voicemail I left a message called it a day after 3 plus hrs run around.

On 12 Jan 07 (am) no word from any supervisor I called Again this time I was told it was a contractor issue and they transferred me to the voice mail of a Mr. Kenneth XXXXXXX I left him a brief message of the problem and the address, home phone number and cell number

On 15 Jan 07-17 Jan 07 again packet loss every day 60% to !00%

On 17 Jan 07 (pm) called to set up a service call again. Can't contact a supervisor, and no return calls from any supervisor. I set up a time for a service call for 18 Jan 07 and told the CSR please note on the work order do not send a contractor or I will have to cancel my service and go to DSL and a Sat system (speeds are slower but consistent and better customer support thus far)

On 18 Jan 07 no show no call from 0730-11:30 am from anyone from Comcast (time frame has been missed!). At approx.12:25pm same day received a call from D A Tech.706-4XX-XXXX confirming my am service call? (Just a little bit late wouldn't you think?) I asked if they were being sent for the service call she stated yes I then informed her I requested a Comcast tech. I thanked her for calling and that I was going to call and cancel my service she asked me not to cancel the service she would call Comcast. At approx 12:35 pm I called Comcast after a 30min. Wait A CSR answered and I told her I wanted to cancel my service( finely I'm speaking to nice person I wish I could have taken down her name) she showed concern and asked me not to drop Comcast service .She asked me to hold and she was back with me very fast! She talked to dispatch and informed me that there would be a tech from Comcast sent in the pm. and that she gave me service credit and credit for the contractor missing the appt.

At 1600 hrs a Comcast tech. # XXX called to say he was on the way at 1639hrs he pulled in to the drive way as he said he would (he met his time frame) He informed me on everything he was doing He checked the PC all the levels from the tap ground block and the modem .During the check he found leakage from the tap to the house he went under the house and at grn block and found the leakage one of the connectors (very bad suck-out) and 5 inches from the same connector crimp in the cable to the point of just breaking the center connector. All from one of the contract company's ether CTIF tech # 464 from the first install fore mentioned or DA technologies tech # 318 from the service call on 11 Jan 07.Tech.# XXX also called his Supervisor XXXX and informed him of what he found and that a line tech will be needed to check for the second problem on the main line. The tech a Mr. XXXX # and his supervisor should be commended they were polite, professional, and Knew there jobs. And I will keep my services awaiting the line tech hopefully Comcast tech! As far as the rest of the crew I think this letter sums it up. (Slack) I had planned to switch over to your other digital and mostly your phone service but even with battery back up I fear that any 911 needs would place this home in peril.

Thank you,

Contact information on file

Dean
augusta, Georgia
U.S.A.

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