internet

How do we get internet fixed?  Internet has been dropping for years. No resolution from Comcast.

Following is a timeline of our interactions with Comcast employees. 

 

2019 Internet dropping daily – Comcast says Modem is problem.  Replaced modem, internet continues dropping.

 

2020/2021  - Covid pandemic makes internet vital for communications and business.  During this time, we call to report to Comcast that the internet is dropping continuously throughout the day. Reps do not help; they only offer to reset our modem or send a technician.

 

3-11-21 called Comcast again about Internet dropping, this rep went above all others and took her time to listen to details of the internet outages we were experiencing.  She ran tests and detected “Connectivity loss from server”.  Technician was sent on 3-12-21 and he checked all cables, modem, and TV boxes inside of the house-no problem found.  He detects outside cable problem and contacts his supervisor. He opens “Cable Bury Request”. 3-30-21 Utilities marked by PGE.  No action from Comcast.  4-27-2021 call Comcast and we are told that the cable bury request was closed, problem resolved. Internet problem is still not resolved.

 

During this time, we were sent emails “What to Expect if Your Underground Cable Line Has to be Replaced or Installed”.  We continued to be notified by emails that contractors would mark utilities, and that was done.  We were assured this would be resolved within 14 days.  

 

Back in March (a Comcast worker who for reasons unknown to us was on on property where the terminal is located) disassembled the street terminal in front of our home and left.  The terminal was left open with it's pieces on the ground from March to July 1st.  We called Comcast to report the open terminal and texted the Xfinity Chat Assistant.  

 

Opened new ticket, tech sent 7-1-21, he can’t fix internet problem or view previously opened tickets. The technician confirmed the internet problem was not in the house.  At the time, he could not see what/who initiated the original “Cable Bury Request”, he could not assist us, but he gave us his supervisor’s phone number.  Cory told us to expect follow-up in a few days from his Supervisor Eric Miller. We did not hear from Eric Miller. 

 

7-1-2021 - 7-21-2021 The problem has escalated to internet dropping continually throughout day and staying down for longer periods.  We are dropped from videoconference meetings and streaming channels. Internet will be down 5-90 minutes per outage. 

 

7-20-21 In the hope that talking to Comcast in person may help us resolve the internet outages, we made an appointment and went into the Xfinity Store in Folsom CA.  The rep at the store told us that they could not help us, and we asked to speak with a manager.  We spoke to the assistant manager who once again told us that he could not help us with home internet problems.  We asked if he could contact someone who could assist us.  He took our information and spoke to his store manager, then he called several hours later to tell us that he does not have any contacts that can help us.  He has not followed up with us to date.

 

7-21-21 We called supervisor of technician,  he told us that he was on the road and would call back in 5 mins.  No response from him. Sent him text with account and ticket info, no response to this date. 

 

7-24-2021 Called Comcast again and talked to a Rep.  She said our ticket with the technician on 7-1-2021 was resolved and it was an ethernet problem.  The Ticket has not been resolved. I asked her to transfer me to a supervisor or someone that could help me, but she would not. She said my only option was to have a technician come to the house again.  When I repeated that 2 technicians had already come to house and had not resolved the problem, I would like to be transferred to a manager, the Rep cut off the call.

 

To eliminate any inside problems, we have replaced our modem, Wi-Fi router and coax cable. 

 

Our internet outages are now about ½ of the day.  We have been isolated from communications to the business/family/religious world.  This is not about entertainment; the internet is essential for daily life including education and health care matters.  We would appreciate this problem being fixed.