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RE: Comcast vs. Verizon for repair methodologies
From: Mario Eirea <meirea () charterschoolit com>
Date: Wed, 22 Aug 2012 04:48:36 +0000

At one of our schools it took 3+ years and 3 new orders to get the service.
The contractor came and did crap work, drilled all kinds of holes on the
outside of the building and incorrectly sealed them. The best part was that
when the contractor finished, he did not notify Comcast. Another month
passed before we submitted another order and got the service installed. I
have places waiting for Comcast over 2 years. On the other hand, I have had
another carrier come in and put in a circuit that included a miles worth of
underground build out installed in less than 1 month. At this point I don't
know who's internal politics are more complicated, ATT or Comcast.

-Mario Eirea

-----Original Message-----
From: Daniel Seagraves [mailto:dseagrav () humancapitaldev com]
Sent: Tuesday, August 21, 2012 11:23 AM
To: nanog () nanog org
Subject: Re: Comcast vs. Verizon for repair methodologies

Comcast annoys me. I never have any problems with the people you get
when you call in, or the tech support people, but their contractors
STINK.

At home the Comcast line boxes serving the apartments aren't even
closed. They just sit open and fill up with rain until things crap out.
The contractor eventually turns up when the packet loss hits 90% or so.
We were out of service for weeks at a time. Even after I reported it
Comcast corporate can't seem to get the contractor to give enough of a
shit to close things up properly. It hasn't crapped out in awhile but
we've had a drought. I'm sure it'll start acting up again once fall
gets here.

At the office we have a similar issue. They've been bombarding us with
ads non-stop, even now, we get a new Comcast ad about twice a week. In
mid-June we ordered a line as a backup for our other line and to
replace the phone service because the budget is tight. They told us
we'd have service by the end of the month. We arranged for the telco to
drop Long Distance service on the lines at that time to keep the
numbers live in case there was a delay in porting out. (Telco said
they'd drop the service but then went ahead billed us for it anyway,
but that's another story). Anyway, Comcast contractor shows up to do
their pre-wire inspection and tells me they don't have service anywhere
near here and it will take them a month to pull a wire here before they
can start. So we wait more. Week before last the boss calls Comcast to
ask where our line is. Turns out they've lost our LOA and need us to
re-send it. We do. They schedule another tech and give us an install
date a week later (end of last week). We wait for the tech, but he
never shows. So we call Comcast to ask where the tech is. He closed the
ticket without showing up, saying it would take them another 3 months
to get service here.

We haven't decided if we're going to wait more or just cancel the
contract and eat whatever penalty is involved. I get the feeling they
want us to cancel so they don't have to build out. I really can't see
this ending well for us.

On Aug 21, 2012, at 10:00 AM, "Robert E. Seastrom" <rs () seastrom com>
wrote:


You're lucky.  Verizon did a great job installing mine (ONT on the
backboard I put in the basement for them, handoff on ethernet rather
than MOCA, etc) but somehow never managed to get around to
dispatching
anyone to actually install the permanent fiber drop (despite multiple
calls).

Fast-forward four months.  I'd narrowly avoided messing up the
temporary fiber with the lawnmower (going so far as to put orange
paint on the lawn myself), but no such luck when they harvested the
corn next door.

Yes, my fiber got cut by a combine.  You can't make this stuff up.

Second time around, they did in fact manage to get the fiber buried,
where I wanted it even.  Had to meet with the construction survey
guy,
who was more than happy to put the white paint where I wanted it.

-r

Thomas Nadeau <tnadeau () lucidvision com> writes:

   My VZ FioS install was similarly fantastic. Those guys have
figured out that spending a little more time, effort and cable (cat6 in
the case of VZ) goes a long, long way in keeping customers happy.

   --Tom


On Aug 20, 2012:7:43 PM, at 7:43 PM, Randy Bush <randy () psg com>
wrote:

on bainbridge, i replaced centurystink dsl (756k/256k for $65/mo)
with comcast (20m/4m for $50/mo).  the installer was a knarly old
dog, and damned competent.  he cleaned up old cable on the pole and
where it went underground to the house.  he cleaned up the box and
replaced in-house junctions.  then he accidentally left 8m of coax
to get from the in-wall cable outlet to my 'puter area, and rode
off
in his white van into the sunset.

now if i could get that kind of professionalism from twt in hawaii
...

randy




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