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HtownWxBoy

Ike: Comcast and the hurricane

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So today while using my car as a power source my boyfriend was able to deduce that although we don't have power, we also don't have cable or internet. He asked me to get Comcast to credit us for not having either service since the hurricane hit... I told him he was crazy for thinking Comcast would credit us, especially since our power is still out... well, guess I was the crazy one. :wacko: ha ha ha Just came across this article while bored at work.

http://www.bizjournals.com/houston/stories...22/daily16.html

Not sure if you have to actually call them or email them or if they will know who didn't have power and just credit your bill... I am going to call just to be safe!

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I'm spitting mad at Comcrap. I still don't have any services and they told me they can't send someone out because my zip is classified as 'Outage', even though all power was restored days ago. Some neighbors with other providers were up and running within 24 hours. BatRastards.

Edited by Paul1956

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I have power, but haven't had cable or net access since Ike. Well, I sorta have cable access, but not all channels are available and the ones that are, are near-unwatchable due to static (at least I have analog cable - if it were digital, I'd probably not be getting anything at all). When I called to report it, the CSR told me this was a sign of a weak signal. My aerial drop is partially down in the backyard, but the cable itself doesn't appear to be damaged - a service tech was supposed to be out yesterday to check it but never showed up, and when I called last night, was told that my appointment had been rescheduled to Thursday.

Looking at the status maps here on Comcast's site, however, it looks like my area still has significant node outages, so maybe that's the problem.

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We were on the phone with them today and even though it has been down since that Friday night (6pmish) and only came back on Monday ~5pm (immediately after I purchased a Verizon air card so I could get online, lol). They said they'd only credit 5 days, even though it was down for 10 days.

Should be interesting.

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interesting indeed. Apparently electric bills will not reflect all the days we've had w/o power because no one was reading meters. It will be up to you and your middleman to argue over exactly how many days you had no power. Should be fun.

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I called Comcast yesterday... they are crediting me for 16 days w/o cable or internet which is exactly how many days I was without it... not bad. :)

interesting indeed. Apparently electric bills will not reflect all the days we've had w/o power because no one was reading meters. It will be up to you and your middleman to argue over exactly how many days you had no power. Should be fun.

I am confused. :huh: I didn't have power for 2 weeks... so obviously my meter wasn't running those two weeks... when they read the meter next will they not see that?

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I sent an e-mail to Comcast requesting the credit for days without service. I got my power back 5 days before cable came back. Comcast sent back an e-mail saying I needed to open an online chat session with a service rep or call them. No way was I spending hours on the phone so I went online. The person I was chatting with said they could only authorize up to a $25 credit and mine was going to be bigger than that so I had to copy and paste the e-mail Comcast sent to me before she would give me the full credit but, I finally got it.

As for power if you buy electricity from someone other than CenterPoint then most of your bills are estimated as they only true up to the meter about once every six months. I use TXU and my last bill went through September 12, and said it was an estimate. If the next one is an estimate I'm sure it will be high and unless I negotiate a deal with them I won't see the effect of the power outage until the next true up.

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I sent an e-mail to Comcast requesting the credit for days without service. I got my power back 5 days before cable came back. Comcast sent back an e-mail saying I needed to open an online chat session with a service rep or call them. No way was I spending hours on the phone so I went online. The person I was chatting with said they could only authorize up to a $25 credit and mine was going to be bigger than that so I had to copy and paste the e-mail Comcast sent to me before she would give me the full credit but, I finally got it.

As for power if you buy electricity from someone other than CenterPoint then most of your bills are estimated as they only true up to the meter about once every six months. I use TXU and my last bill went through September 12, and said it was an estimate. If the next one is an estimate I'm sure it will be high and unless I negotiate a deal with them I won't see the effect of the power outage until the next true up.

I was only on the phone w/ Comcast for like 10 minutes yesterday... was really simple... it didn't take long at all.

I buy electricity through Reliant... I guess we will see what happens.

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I was only on the phone w/ Comcast for like 10 minutes yesterday... was really simple... it didn't take long at all.

What number did you call? I've been calling them repeatedly to ask them about our lack of internet service (though we have cable), and every time I bring up the credit for the cable outage issue, they just tell me to "wait until everything is back on line, and then we'll talk".

They're pissing me off.

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What number did you call? I've been calling them repeatedly to ask them about our lack of internet service (though we have cable), and every time I bring up the credit for the cable outage issue, they just tell me to "wait until everything is back on line, and then we'll talk".

They're pissing me off.

1-800-COMCAST. They did tell me the first time I called to wait until both my cable and internet were back up before I called about the credit... which I did... but both time I was able to talk to someone within a few minutes of calling... no long wait at all.

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What number did you call? I've been calling them repeatedly to ask them about our lack of internet service (though we have cable), and every time I bring up the credit for the cable outage issue, they just tell me to "wait until everything is back on line, and then we'll talk".

They're pissing me off.

You want the credit before you know when the service is back? How can you know how much credit you get until after the lack of service ends?

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You want the credit before you know when the service is back? How can you know how much credit you get until after the lack of service ends?

That's why they ask you to wait until it's all back up and running... then their computer shows how long you were out of service... then they can calculate how much they will credit you.... that's what they did w/ me it was easy and quick.

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TODAY IS DAY 17 WITHOUT POWER. I brought up my TV and cable modem for a few hours last week w/ my neighbor's generator and it actually worked. If that action voids the credit I was supposed to get, I'm gonna be pi$$ed.

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TODAY IS DAY 17 WITHOUT POWER. I brought up my TV and cable modem for a few hours last week w/ my neighbor's generator and it actually worked. If that action voids the credit I was supposed to get, I'm gonna be pi$ed.

Just don't volunteer that info to Comcast and I think you'll be fine. In theory you were without service anyway since you weren't able to partake in their offering.

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Just don't volunteer that info to Comcast and I think you'll be fine. In theory you were without service anyway since you weren't able to partake in their offering.

I doubt they'll pay a credit for the time the power was out. They don't give a credit when my TV or PC are broken.

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I doubt they'll pay a credit for the time the power was out. They don't give a credit when my TV or PC are broken.

They are giving credit for the entire time your power was out - since you wouldn't have cable/internet during that period - I just finished my "online chat" with them - it took a while - but got $35 off my bill. They asked me how long my service was out and calculated my credit.

There is a bit more at this link: http://www.click2houston.com/investigates/...162/detail.html

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They are giving credit for the entire time your power was out - since you wouldn't have cable/internet during that period - I just finished my "online chat" with them - it took a while - but got $35 off my bill. They asked me how long my service was out and calculated my credit.

There is a bit more at this link: http://www.click2houston.com/investigates/...162/detail.html

Dang! That's incredibly generous of Comcast.

Edit: Wow, I just spend 2 minutes on the chat thing and got 2 weeks credit for cable TV and internet.

Edited by memebag

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My Comcast high-speed is still down. Calls to customer service are frequently disconnected. Nobody seems to have a clue when it will be fixed.

And my consolation prize is a credit to my account??? :angry2:

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Which came back first?

Cable

Satellite

Phone line (for DSL)

Pick the one that survived the storm, or came back first and make that your provider.

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Which came back first?

Cable

Satellite

Phone line (for DSL)

Pick the one that survived the storm, or came back first and make that your provider.

My cable was up when power came on. My mom's satellite dish is still pointing at empty space. I haven't had a phone line for 8 years.

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Dang! That's incredibly generous of Comcast.

Edit: Wow, I just spend 2 minutes on the chat thing and got 2 weeks credit for cable TV and internet.

Woo Hoo !!

Edited by u080570

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Never lost the T1 feed and Hardwire phone, all the fiber is buried. The CO's in the area all have backup power so there was no interuption in service. Direct TV was always there.

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I doubt they'll pay a credit for the time the power was out. They don't give a credit when my TV or PC are broken.

They are crediting me for all days I was w/o cable and internet, including those days when the power was out. They said it came to 16 days... $80 or so.

Edited by HtownWxBoy

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I guess I'll get to play this game with AT&T.

Never lost phone service during or ofter the storm until last Friday. Still waiting on a service call. There is still a very faint dial tone, but lots of weird noise in the line, and we appear to be crossed with at least one other phone number. Anybody ever experienced something like that?

No DSL, pooh. :angry:

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Never lost phone service during or ofter the storm until last Friday. Still waiting on a service call. There is still a very faint dial tone, but lots of weird noise in the line, and we appear to be crossed with at least one other phone number. Anybody ever experienced something like that?

Dial tone? How 20th century.

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Never lost phone service during or ofter the storm until last Friday. Still waiting on a service call. There is still a very faint dial tone, but lots of weird noise in the line, and we appear to be crossed with at least one other phone number. Anybody ever experienced something like that?

sounds like the lines got wet. my parents used to get this all the time. here's some other info we got at work.

CABLE AND COMMUNICATIONS PROVIDERS

T-Mobile is topping off pre-paid cell phones that were running low at no charge to make sure people don't run out of service, and it has suspended collections calls in Houston and Galveston.

Sprint is waiving roaming fees, call-forwarding, late fees and overage charges for customers who use more minutes or text messages than they're allowed between Sept. 9 and Oct. 11, said spokeswoman Kristin Wallace. The company is also offering free call-forwarding service and Sprint has suspended collections calls and service disconnections.

AT&T has suspended all disconnections and collection activities. The company is providing free local and long-distance calling in all of its retail stores, and is offering free Wi-Fi service to anyone at all area Barnes and Noble locations, said spokesman Dan Feldstein. AT&T will work with customers on their billing on a case-by-case basis. AT&T also offers its customers rollover minutes, allowing them to absorb a month in which their usage is heavier than normal.

Verizon Wireless is giving one month of free service in the 409 area code and has suspended collections calls in the Greater Houston area, said spokeswoman Gretchen LeJeune.

Verizon which provides landline phone service in several cities around Galveston Bay, has suspended collections calls and disconnections, said spokesman Lee Gierczynski.

Comcast has suspended disconnections and collections, said spokesman Ray Purser.

Time Warner Cable, which provides cable service for Beaumont and parts of Southeast Texas, has credited customers' accounts back to Sept. 12 and will extend credits until service is restored, said spokesman Gary Underwood. The company also is not disconnecting customers or making collections calls.

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Tech hipsters crack me up.

Like the ones who insist that old media is dead, but when you check their browser history they get their news from NewYorkTimes.com, WSJ.com, and their local TV web sites.

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Golly, you're sooooooooo cool! :rolleyes:

No, really. I haven't heard a dial tone since last century. It's weird to think people are still hearing them.

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No, really. I haven't heard a dial tone since last century. It's weird to think people are still hearing them.

Not half as weird as thinking that no one is using the 163 million landlines in the US. And, not half as weird as bragging that you put all of your eggs in one basket. FWIW, I never lost landline service (or the DSL that goes with it). For two days, the only communication I had was 21st century texting and 20th century talking on my landline.

BTW, this is a Comcast thread? How 80s.

Again, you tech hipsters crack me up.

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I called Comcast yesterday... they are crediting me for 16 days w/o cable or internet which is exactly how many days I was without it... not bad. :)

I am confused. :huh: I didn't have power for 2 weeks... so obviously my meter wasn't running those two weeks... when they read the meter next will they not see that?

Just received my Reliant Bill... although it was estimated, it was estimated pretty low... about what I thought it would be... like half of what it usually is since I was w/o power for two weeks.

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I haven't called Comcast for a credit yet because I still don't have cable or net. The service tech showed up Sunday morning (after Comcast had rescheduled my appointment twice over the past several days without notifying me either time), took one look in the backyard, and determined that in addition to my aerial drop to the house being down, the large cable also down which I'd assumed was a power line was in fact the main cable line from the pole. He said he couldn't fix it, but would report it immediately and it should be addressed quickly. Called back on Tuesday to follow up, and the CSR said she would escalate.

Two days later, still no sign of a Comcast repair crew. Closest I got was a Centerpoint contractor trimming a few branches away from the power lines yesterday. I'm about ready to switch to AT&T U-verse.

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While I am in my 19th day without service, Comcast's contractor tried to establish service for a new customer 3 houses from me yesterday.

The contractor must have reported to the head office that there was no signal, so a lineman showed up today TO FIX THE SERVICE SO THE NEW CUSTOMER COULD BE CONNECTED! :wacko:

Meanwhile, I get the run around and canceled appointments from Comcast customer service. :angry2:

Maybe if they get their new customer on-line, maybe I'll get service too.

There ought to be a law against connecting new accounts when your current customers are without service.... for 19 days!

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Sing it...

We're on day 31 without internet service. Also with crappy, now you see it, now you don't cable service. Multiple pleading phone calls to customer service finally resulted in a technician visit to our house. The verdict? "Something" is messed up in the main line, and there was nothing he could do except report it. The tech could only sigh and tell us he has no idea what Comcast will do to fix it, or when they'll get around to it. (he was from somewhere out of state, just got pulled in to help with recovery).

It really stinks because the spouse works from home, and there's only so much he can do via Blackberry. Thank god for free wireless at Antidote and Onion Creek.

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After 31 days, it's time to give up and switch to something else. Even if you don't like AT&T, if it can get you online it's better than not being online. You've been more than patient.

Or maybe it's time to consider satellite. I don't know if you can get satellite internet and TV on the same dish or not, but it's worth looking into. I sure hope you're either not paying your Comcast bill or thoroughly documenting the outages.

Another option to think about is cellular data. Now that the mobile networks are catching up, it's a real option for some people. Some wireless companies will even give you a wifi router for your home that interfaces with their data networks. A 1.5 megabit connection from a cellular company certainly beats a zero megabit connection from Comcast.

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Sing it...

We're on day 31 without internet service. Also with crappy, now you see it, now you don't cable service. Multiple pleading phone calls to customer service finally resulted in a technician visit to our house. The verdict? "Something" is messed up in the main line, and there was nothing he could do except report it. The tech could only sigh and tell us he has no idea what Comcast will do to fix it, or when they'll get around to it. (he was from somewhere out of state, just got pulled in to help with recovery).

It really stinks because the spouse works from home, and there's only so much he can do via Blackberry. Thank god for free wireless at Antidote and Onion Creek.

See my earlier post. I gave up at day 23 or so and ordered DSL from ATT. It's just as fast as cable and a small fraction of the cost. (They have a deal if you switch from cable for $100 for the first year with a free modem)

On the 30th day without Comcast, I was able to connect the DSL and call Comcast to disconnect my service that still was not working. Comcast said they still did not have an estimated time for service restoration.

File your FCC complaint here.

http://esupport.fcc.gov/complaints.htm?sid...0&id=d1e728

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Those who still haven't had service restored may find this useful:

Comcast internal info

Some advice: start with the National Support Desk. Be polite and appreciative of any assistance they can offer, but be persistent if necessary. Remember that dealing directly with customers is not their job. Be prepared to explain your issue to several different people starting from scratch. They are located in New Jersey, and don't necessarily know much about the Houston service area, but they do have the ability to get someone's attention in Houston who has the power to fix your problems.

I had no service from the day Ike hit due to a main cable up on the pole being severed. I spent almost a month dealing with the main call center (1-800-COMCAST) to no avail. I contacted someone at the National Support Desk this past Sunday, and by yesterday there were two techs in my backyard installing a new cable. The support people I dealt with over the past few days were professional, polite and apologetic throughout. If the level 1 support people were even half as competent, Comcast's reputation for terrible customer service wouldn't be nearly as bad as it is.

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Thanks for the number.

While my calling there did result in the appearance of 2 technicians at our house today, no one has any clue as to what is wrong. Seriously. All they know is there are line disruptions somewhere but they haven't the foggiest idea of what to do to fix it. They have a work order in to replace something on the line behind our house, but they're not optimistic that that will solve the problem. And unlike Centerpoint, Comcast does not have an army of out of town workers to put on repairs, even though they have nearly the same number of customers, so there's no telling when we'll have service restored. They were at least apologetic.

So I guess we're just cursed by bad luck in regards to the signal. (Our neighbors all have perfectly fine service). It's time to call AT&T. And to get ready for the fight to get our refund from Comcast.

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Assuming your cable is aerial as opposed to buried, if all your neighbors have service and you don't, I'd start to suspect the aerial drop to your house from the pole. Or the cable wiring in your house, but that can be trickier to isolate.

Depending on how much patience you have left, I'd keep calling the National Support Desk until this gets resolved. But I feel your pain, if U-Verse had been available in my area, I'd have probably given up and switched. I've yet to meet anyone who switched from cable to U-Verse who felt that U-Verse wasn't miles better (and cheaper to boot). I talked to an AT&T lineman who was up on the pole in my neighbors' backyard a few days ago and asked him when U-Verse would be available in our neighborhood, and he said that a new equipment cabinet had already been installed on a corner a couple of blocks away (which I'd somehow missed during our daily dog walks), and that they would be pulling fiber from the Central Office serving the area to the cabinet in the not-too-distant future. If that happens, I can't see us continuing with Comcast for much longer.

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