Archives For May 2015

My most recent post on Tuesday May 5 detailed how, during the three days starting April 28, I talked to a dozen or so Comcast employees by phone and in person trying to get internet and telephone service into the condo we had just moved into. Ultimately these services became available only because I kept calling for three solid days until I found someone at Comcast with the skills to address the problem.

I then pointed out my victory dance at this point was premature because while it was giving me the runaround, Comcast had cancelled our 45-year old phone number and given us a new one so that if we called someone, Caller ID displayed a new and unfamiliar number and that we were calling from Hobbs.

As I said in my last post, Comcast staff had promised on both on Friday, May 1, and on Monday, May 4, that we would definitely be getting our phone number back in 48 hours of my phone calls to them. The 48 hours from the Monday promise ran out on Wednesday, May 6, with no results.

Nor did our phone number come back on Thursday.

So on Thursday afternoon I made yet another call to Comcast. Yes, they said, we see the work order in your records and so we will now connect your old number.

[So, you might ask, why was this order just sitting there until I called? Maybe these people need some To Do Lists?]

After another 30-40 minutes of back and forth, I was told the new phone number was now transferred and in two hours it be working just fine.

Of course, the number didn’t come back either that night or the next morning.

So I called Comcast again on Friday and they referred me to the “Activation Center” which I had found typically operates from the Philippines. It employs ESL operators who work from a very limited menu of possible solutions. I had already had a number of disappointing experiences with the Center.

But luckily my call did not go to the support desk in the Philippines but instead to someone with good English and technical skills. While it took about an hour, I am pleased to report that we did actually retrieve our original phone number on that day, May 8 and it continues to work for all three of the days since then.

Hey, it was only 11 days that people were being told our number had been cancelled. And maybe some of them were telephone solicitors.

So what does this experience tell us?

Without competitors to Comcast, there will just be more of the same in our future, except that the price will keep going up. Comcast is not likely to have good systems then and it still won’t be adequately training its support staff.

Perhaps our condo building will switch over to DIRECTV after Comcast’s contract runs out. But then who will provide high-speed internet service? Comcast will do it but will the price be reasonable and can we deal with the hassle?

Other alternatives?

CenturyLink’s internet service is quite slow, a reminder of the dial-up days.

Google is expanding its internet service to more communities across the country and is actually laying fiberoptic. Albuquerque with its economic woes is not likely near the top of their list.

Perhaps if AT&T does buy DIRECTV as it now proposes to do, maybe it will find a way to provide reasonably-priced robust internet service to its DIRECTV customers in New Mexico.

And maybe those said to be planning to provide low-cost internet service with low-orbit satellites will do so sooner, rather than later.

There is hope.

In any event, the cable and satellite model of delivering lots of channels we don’t use or want for a fat price is on the way out. More and more first-rate programming will move to the internet just as HBO is moving right now. But that does require that we have reasonably-priced high-speed internet access.

It is possible that with the unbundling of cable TV programming and the increased availability of good programming over the internet, maybe the incumbent cable and satellite providers will somehow conclude they are playing a losing game and feel the need to start serving their customers far better than is now the case.


[FYI, if you want, you can leave a voicemail complaint about Comcast by calling the City of Albuquerque’s Franchise Authority at 768-5340. But don’t expect a callback. I’m still waiting.]

In April, we moved out of our longtime residence to a condo at Park Plaza in downtown Albuquerque.

Because the remodeling of our unit wasn’t to be done until late in April, we moved temporarily to a vacant unit on another floor.

There our Comcast cable, telephone and internet worked flawlessly for a month.

TUESDAY (April 28). We moved into our own unit. The same Comcast equipment was installed. We had cable but no internet or telephone service.

I called Comcast but they couldn’t fix it over the phone so a technician was scheduled to come between 9 and 12 on Wednesday.

WEDNESDAY. I stayed home all morning but the technician never showed. I called Comcast and was told that the reason no one came was that no one had been scheduled to come. I asked how that could be but there was no answer for that.

I asked that another technician be sent but I was told that the computer system would not allow another technician to be sent for unknown reasons. I asked to speak to a supervisor and was told the supervisor was in a meeting but would call in 45 minutes.

Never got that callback. So I drove to the local Comcast office and after a 40 minute wait, was told that the previous occupant of our new unit had not used Comcast services. Therefore it was necessary that some “back office” actions be taken. Once that was done, I was told, then a technician could be scheduled to come to our condo.

But it would take 48 hours.

THURSDAY. Not having got a promised status callback, I was back on the phone with Comcast. By some miracle, I managed to reach a person with technical skills. This person got both the internet and phone working. Without a Comcast technician had coming to our condo.

FRIDAY. I was relaxed and relieved to have finally gotten the Comcast problem resolved.

Then I learned that those calling our phone number were being told it was no longer in service. Called Comcast and was told we had been assigned a new phone number, replacing the one we had enjoyed for the past 45 years.

I expressed my consternation and demanded our old phone number. This could be done, I was told.

But it would take 48 hours.

MONDAY. A promised callback when the problem was resolved never came. Those calling our old number were still being told our number was no longer in service.

I called Comcast again. The person who answered said he would try to restore our original phone number. I suggested that failure to do so would have grave consequences. Back on the line, the support person reported that happily our old number was still available and was being assigned back to us.

But it would take 48 hours.

TUESDAY. Tomorrow, May 6, the 48 hours will be up. Will we really get our phone number back? It’s Tuesday afternoon and it hasn’t happened yet.

Any bets?