On Wednesday, July 31st, our Comcast HSI went down and has remained down for 9 days. That night I called them and a tech came out to the house Friday afternoon. After the usual check of the inside signal, he ended up out at the street. He came back to the house and said that a maintenance order would have to be put in as signal was very low. He also stated that a crew should be dispatched within 12 hours. I had previously no issues with Comcast outages out of the ordinary.
Come Saturday afternoon and no one responding, I called support to get an update. I was told the ticket was closed. After requesting a supervisor, I had to wait 20 minutes on hold as they were all in a meeting. Once one came on the line, they said the first CSR was mistaken and call wasn't closed. A maintenance crew was not yet scheduled, and that the preliminary information showed a 7 business day outage (which would put it at two weeks). I requested an escalation, as our home VOIP phone service was affected (but cable TV was not) and I would be away on business most of the next two weeks. Later that day, two trucks were at our pole, as well as on Monday.
I called today to get an update, and was again told the call was closed. After again requesting a supervisor (and being told none are available and have to wait 10 minutes this time), I learn it is still with Maintenance but that no ETA to repair or any update can be given. In fact, the supervisor is giving me less information than I got last Saturday. I request a full update and ETA for repair by EOB today, as 8 days have gone by already and resources should have been at least scheduled to be out here. Of course, no return call from Comcast came in.
Beside the local township government/local franchise authority, who else can I contact to get this issue resolved?
Thankfully, I had previously set up a backup internet connection in case of extended outages using the USB port on my Netgear router with DD-WRT. I have a USB modem installed in a wok as a directional antenna on a digital camera mount. As it's pay-as-you-go, I told the family no streaming, only basic surfing. It's something, but I'm paying $20/GB.
Thanks.
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