Russ Steele
Our communications saga started last Tuesday afternoon, I had to reset the Comcast Cable Internet Adapter several times, and between resets the speed just kept getting slower and slower, until it just stopped working. I called Comcast and reported the outage and let them know that any calls in reference to the outage should be to my cellphone, as we have voice over IP telephone service (Vo/IP) on all our land line phones. The first open service window was Saturday afternoon from 1-5. A long time to be with out telephone and Internet.
Our Vo/IP phone service is Vonage, which has a neat feature that converts voice mails to text and sends the message to our e-mail box, which we can read on our cellphones. Great feature when we are traveling. Wednesday we received a message over the house phone line, via Vonage’s virtual voice mail from Comcast that the Techs would not come to our house unless we confirmed we were home. I call Comcast and alerted them that our house line was Vo/IP and they need to call my cellphone. During the discussion we discover an other service window opened up on Friday, this afternoon which move our return to service up a notch. Great!
Now the rest of the story. Thursday we received another call from Comcast on the dead house line. We get another virtual voice mail. I called Comcast alerting them to call my cellphone, not the house phone. Friday morning we got another call to the dead house line, telling us unless they could contact us by phone, no Tech would come to the house. I called Comcast again and explained the problem. Two hours later another call from Comcast on the dead house phone line. This is circle was going to end badly!
Coming totally unglued I call the fourth time and finally got hold of a Tech Support person, who to calm me down IMed the dispatch supervisor about the problem. After multiple message exchanges between the Tech Support and Dispatch I was assured that a Tech would come to the house before 5 0‘clock. Sure, enough in about 20 minutes we got a call from the Todd that he was on his way. Great new, and my blood pressure started dropping.
After doing some tests and checking out our home network, Todd changed out the Comcast Internet Adapter and now we have the fastest Internet that we have ever experienced. 16Mbits down and 4Mbits up. Awesome!
My thanks the telephone tech support person who took the extra effort to fix the mis-communication and the rapid response of Todd who fix our Internet connection. We are back on line and regular posts and comments will resume.
p.s. I did some posting this morning at Winters Chevrolet in Colfax, while they worked on my truck.
Our Vo/IP phone service is Vonage, which has a neat feature that converts voice mails to text and sends the message to our e-mail box, which we can read on our cellphones. Great feature when we are traveling. Wednesday we received a message over the house phone line, via Vonage’s virtual voice mail from Comcast that the Techs would not come to our house unless we confirmed we were home. I call Comcast and alerted them that our house line was Vo/IP and they need to call my cellphone. During the discussion we discover an other service window opened up on Friday, this afternoon which move our return to service up a notch. Great!
Now the rest of the story. Thursday we received another call from Comcast on the dead house line. We get another virtual voice mail. I called Comcast alerting them to call my cellphone, not the house phone. Friday morning we got another call to the dead house line, telling us unless they could contact us by phone, no Tech would come to the house. I called Comcast again and explained the problem. Two hours later another call from Comcast on the dead house phone line. This is circle was going to end badly!
Coming totally unglued I call the fourth time and finally got hold of a Tech Support person, who to calm me down IMed the dispatch supervisor about the problem. After multiple message exchanges between the Tech Support and Dispatch I was assured that a Tech would come to the house before 5 0‘clock. Sure, enough in about 20 minutes we got a call from the Todd that he was on his way. Great new, and my blood pressure started dropping.
After doing some tests and checking out our home network, Todd changed out the Comcast Internet Adapter and now we have the fastest Internet that we have ever experienced. 16Mbits down and 4Mbits up. Awesome!
My thanks the telephone tech support person who took the extra effort to fix the mis-communication and the rapid response of Todd who fix our Internet connection. We are back on line and regular posts and comments will resume.
p.s. I did some posting this morning at Winters Chevrolet in Colfax, while they worked on my truck.
