Comcast Outage?

[thelongtypeface.livejournal.com]

Are any Comcast customers in Ball or Davis Squares experiencing outages today? I woke up today without cable or internet and am still without service 12 hours later. Bills are paid and modem and router are operational, so it seems like a Comcast service issue.

I figured this was the best place to check if other people in the area experiencing outages, although if people are without internet I realize they are probably not reading this! I have hopped on a neighbor's (thanks High107) unsecure wireless connection to post this and check email -- presumably RCN. A call to Comcast earlier today indicated that there is a potential issue in the area, but apparently they won't send anyone out to fix it unless multiple people call.

Comments

[shana-lyons.livejournal.com]

I knew that RCN guy cruising the square on a Segway today was up to no good. . .

[laryu.livejournal.com]

I'm in Davis by Redbones. Full access to Comcast cable and Internet all day.

[maelithil.livejournal.com]

Last time my internet/cable died and I called Comcast, the prerecorded message did indeed day there was a problem in my area. More than 12 hours later I called back, waited on the line until I spoke to a real person and they sent someone to my house within three hours. Turns out a truck had taken out the cable at the street level.

Call them. Tell them you've had a problem for 12 hours. They will send someone to have a look asap.

[m00n.livejournal.com]

If they don't, you're definitely not obligated to pay for service that you're not getting and you should be sure to remind them of this on the phone. For most people this would probably amount to a little over $2/day at $60/month.

[closetalker11.livejournal.com]

We had spotty service all night last night.

[cfox.livejournal.com]

I can see "a single customer being out is not an emergency, so we won't deal until the holiday weekend is over" but "we'll only fix outages that multiple customers complain about" is completely unacceptable as a general stance.

Come 9am, you should get on the phone and escalate politely until they send a tech out.

In the general case, I think you should not get off the phone with them without being given a ticket number in their tracking system.

[tt02144.livejournal.com]

I live in the triangle between Davis, Porter, and Ball Squares and had no difficulty yesterday with phone, tv, or internet (OK, maybe phone......so that's why noone called us all day!!!).
And, being a Comcast customer for quite some time, I have to say that I've never had a response like what you
received (although I can't recall if I ever called on a holiday weekend). They're always very responsive to any problems with service.

[lidiya6.livejournal.com]

I live in north cambridge and have had spotty internet all weekend, for example it would take 5 minutes for a page to load (or never), but then a few hours later it was working fine (this repeated all weekend).

[emcicle.livejournal.com]

us too.

[laryu.livejournal.com]

Is your Comcast still out? Some random thoughts:
1) I called in an outage in June during a thunderstorm and got a similar response from Comcast regarding there not being enough reports yet to declare an official outage. They scheduled a service visit for me a couple days out just in case. However – it turned out the outage was due to water from the storm getting into a connection on the outside of my home. I ended up fixing the problem on my own and Comcast’s position, in this case, was actually correct.
2) When you have them on the phone, they should try to ping your cable box (or your router, depending on which Comcast support group you’re talking to at the time), which will tell them if the line is physically disconnected. Did they do that?
3) That your outage started September 1 suggests there could have been a mistaken change related to new accounts being turned on. A field tech might not need to come over.
4) That your outage occurred September 1 also means it may be difficult to get a field tech out, as all the utility companies are swamped right around now. Not saying that’s a good thing – just a pragmatic concern.

[badseed1980.livejournal.com]

Mine (I'm in Ten Hills) was out yesterday evening when we returned from vacation, and was still out this morning.