Complaint: loss of internet service due to subcontractor negligence

@XfinityAmandaB​ 

Well it's now December 14th and I've been complaining about this issue with customer service for weeks. just in the last 2 weeks I've had 5 techs come to the house and nothing, as of today, has been resolved. the issue lies with the repeaters that this subcontractor installed in my area to upgrade the network for 2GB service. the first tech arrived and told me that my drop was bad, but said he had to schedule another crew to come replace it.. Apparently he was not equipped to do the job himself? the second crew arrived the following day to replace the drop, ran some tests, and the power level to the service box through the drop was ~14.1-14.2 dBmV, on the downstream which is FAR too high... I called tech support again, and they said they would send someone out the next day to have a look. the following day, another tech arrived, checked the lines again, went and checked the Tap, and told me that the power levels from the tap were far too high (pushing almost 22 dBmV out of the tap). Two more phone calls to customer service and a new tech arrives today. I inform him of everything that has transpired thus far with all the different techs, showed him all the logs and evidence I had collected. He runs tests and determines that the repeaters that were installed back in october when I wrote this original thread, were not calibrated properly. the docsis 3.0 frequencies are all too high, and the docsis 3.1 frequencies were too low. he said someone would have to come out and tune the repeaters, adjusting the gain levels accordingly to balance out the power levels. 

He told me that he would contact an engineer by the name of Gabriel and that he would come out and perform the correction later that day.. the tech said that once he got a hold of Gabriel, he would text or call me and let me know.. At 2:06 pm, the tech called my cell phone and told me that the engineer in question would be in the area in the next 2 hours and that he would reach out to me again once the work had been completed to make sure my signals were ok.

It's now after 9:00 pm and I never recieved any such call, I've checked the power levels from my own modem diagnostics backend, and guess what? NO WORK has been done.

I'm tired of this... 4 different techs in the last two weeks and still have the same problem. all the while, I feel like I'm being given the run around, having my time wasted, and given the mushroom treatment (kept in the dark and fed a load of sh*t)..

Is this what we pay for? is this really how comcast treats long time customers these days? are you hoping I'll just give up and live with the unstable service I have? WHY are sub contractors installing YOUR network equipement and doing a halfa**ed job about it? WHY isn't your own engineer staff doing this kind of work? and WHY, in the last two months, HAS NO ONE, come out to properly tune these new repeaters?

THIS is what we pay you for. and these last two months, we've been paying, in full, for an expected level of service. not once has anyone offered any courtesy credit for this on-going issue, and it's now almost half way through december and the problem STILL persists. 

Last question and it's rather retorical.. WHY DO YOU BOTHER sending out a tech who CANNOT address the problem that needs to be solved? 

No offense Christy but every single time I have to start over with customer support it ends up the same way as the last four technicians... You send somebody out, they feed me a story, and nothing gets solved..  this will be the fifth time I'm going to have to reach out to customer service now.. I'm tired of having to repeat myself every single time I contact your company. I'm tired of having to fight with the AI gatekeeper for 5 minutes to get a live person on the phone every single time I call. I'm also sick and tired of always speaking to somebody from overseas when I'm on the phone.. every single time I have reached out to customer service it ends up being a call center from overseas..

And for the record, please don't say you want to look at everything more closely, especially when I'm just going to end up with some random person on the damn phone who knows, nothing about what I've written, what I've gone through in the last 2 weeks, or quite frankly the difference between their rear end and a hole in the ground. I said it 2 months ago and I'll say it again.. Comcast customer service has become absolutely deplorable.

We understand your frustration, Maverick044. It's clear that your recent experiences with our support team haven't been ideal. We apologize for any inconvenience or stress this may have caused. We value your business and want to ensure you have a positive experience. If you change your mind and are open to trying again, we’re committed to working with you to resolve your issue. 

Please know that we're constantly striving to improve our customer service. Your feedback is invaluable in helping us identify areas where we can do better. We appreciate your honesty and hope to regain your trust.