I'm in Pleasant Hill, CA, and have HSI + telephone service on an Arris Modem.
Last night about 9:30, my internet connection essentially stopped working - it would range from very slow, to normal, to nothing from minute to minute (wired). Resetting didn't help, and knocked out my telephone, too. No outages were reported.
So, I called, they did some resets, and after about a half hour found out there was an outage in the area. So, it was out until I went to bed, but this morning was working OK.
Then, this morning around 9:00, it went out again, seemingly the same exact thing as last night. So I checked online again, and no outages were reported, so I called support. Same ordeal, except this one said my modem was offline (the phone was still working), and had me power it down for 30 seconds, after which the telephone didn't work. She swore there were no outages, and said the soonest they could get someone out to my house was 3 days, so I said I'd take the modem to the Comcast office and get a new one since I have not touched any of the wiring, and there's been no storms or anything.
But, first, I immediately connected to the web site (using my phone, of course), and they had reported outages of both phone and internet, to be fixed by 11:00 am.
So, it started working about 10:00, although the site still says it's out.
Hopefully, this will not be a regular event, but my question is about why the updates are so slow, and why doesn't the support person know about it sooner? I would think a big company like Comcast would have good monitoring equipment and good status reporting, not something that sounds like it relies on a rumor mill to get the information.
I'd also really like a way to find out more about the problems like this, such as cause and solution. Is there a way?
By the way, the agent promised to let me know if she learned more, but I have not heard anything. So, does this mean she is totally out of the loop, or was she just BSing me to hope it would make me feel better?
My feelings about Comcast are that most all of the people are very friendly, try to be helpful, but the corporate side does not do so well and often will not allow them to do what they know is right. I feel sorry for the front-line support and techs who have to put up with the animosity coming from customers, and if anyone knows a good way to let the company know how I feel, please let me know.
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