RE: Comcast vs. Verizon for repair methodologies

[Mario Eirea <meirea () charterschoolit com>]

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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