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I don't have an estimated repair time for you, but I can see that most of your neighborhood is still out now. We have been working with the power company to get areas restored, but there have been delays since we are basically 3rd in line to repair damaged lines. The power company has priority, then the telephone (POTUS) lines are #2, then once both of those companies are done we are allowed to get our technicians in to work on our lines.
We have most of the Holt area up now and are trying to get the remaining areas back up as soon as we can.
It's nice to know an actual human has said something about the Lansing outgage.
We're at 6.5 days now without net service. TV signals are fine. My wife has
repeatedly called, and either gotten hung up on, or gotten the "we' experencing
heavier than normal call volume..." with no recourse to talk to anyone.
Just now when I logged in here I saw a message that talked about service being
restored around 3am. We've been seeing fantasy messages like this since
Christmas morning when our power came back on.
I do not see how a company could do a worse job of dealing with their
customers than the Lansing Comcast company is. First let me sat that I
realize that Comcast shares space on the poles that BWL and other
electrical companies use, and you got hit very hard by the freakish conditions
that caused this massive ice storm. Comcast also has a lower priority than
the electrical companies do, I'm sure, in terms of repairs.
But that does not excuse the incredibly bad response to the problem. Hiding
behind messages rather than talking to people belies such a fundemental
lack of understanding how to communicate that is staggering.
The fantasy service restoration messages have been useless, and now, completely
aggravating. After the fourth or fifth message it should have been obvious that
conditions were bad enough that any estimate of anything is useless and
treats the customer as if they were mindless sheep.
You have blown it, completely. I have never been impressed with the net
service, and Comcasts response to this crisis has been equally vapid.
Hint: Post actual status reports! Say that is going on. If equipment has
been damaged, tell customers this. Going into detail will make many
eyes glaze over, but others will appreciate this. How is it that a company
as large as Comcast doesn't realize this?
I would appreciate an email acknowledging these comments. Since I am
prohibited from posting "personal" information I can't list my email
address here, but this forum knows it, since I see an "email me..." option.
I'm betting that I do not get a response.
There are still over 5 thousand people in the area without power from the ice storm. It is always difficult when an outage of this size and severity occurs, it was further made worse by our lower staffing levels due to the holiday time.
Our updating of the outages has not been where we would have liked it. One of the primary reasons why our updates were not there was because with limited manpower, a decision had to be made to allocate the resources we had. It was decided that those resources were better spent getting services working and as a result most of the updating was left on automatic. It resulted in understandable frustration both with our customers and with call center agents who were trying to assist customers with limited information.
For your service, I was able to pull up the address and see that while there are still some outages nearby, your services should be working again. I have reached out to our tech side, to have them contact you to get someone out and fix your Internet service.
Hello Nick, Thanks for looking into this!
I just kicked the cable modem off/on line with no changes here. My wife
is currently calling the 800 number to send a reset, so perhaps, just
perhaps we'll be back up soon.
I do understand that this has been a trying time...
No one has called me. The service is still down. I called the 800 number
and the person who answered contradicted what you said: my entire area
is still without the net.
The latest fantasy bulletin says it should be back at 3:46AM.
I'd really like to think you are right, Nick. The person I talked with
(slight asain accented English) was adamant that the entire area was
down. So there is a technical staff that works Sundays? Interesting--
Just the usuall fantasy notices. The current one I saw said 3:27am. That
is getting old. I do not see why someone at Comcast can't simply turn that
off--or are there simply no technically oriented people there this time of
Nick, the Comcast repair folks did call, for a 10a - noon visit on Tuesday.
Thank you for that.
Are there any updates as of today? Time estimates or just plain updates? I'm still without internet and cable and its been a week today that I lost my service.
Your modem is back online, are you still having issues with your service?
I am not sure what is going on with our telecom system right now. I know we are having some issues there and are working with our service partner to get them fixed. The call volume is higher than normal right now with the winter storms, but it is not as high as it has been in the past during some of the bigger summer storms last year.
I am hopeful that the telecom issues will be cleared up soon.
The area outage is cleared up but your address is still without service. I've sent information over to our dispatch group to try and get a sooner date for your technician visit. You should hear back from that group tomorrow.
Often an agent can't apply a credit when you first call in on an outage because they don't know when the service will be restored, so they don't have an accurate amount.
I have applied a credit for the 5 days your service was out, including January 5th because you did not have service for the entire day.