u/Morham

I updated my other posts, but I figured it dedicated post was the way to go as well. The team that monitors this subreddit are above and beyond. It's a stark contrast compared to the normal help desk line we call.

I can't recommend enough this team for complicated service issues. The rep that called me with 30 minutes of making my post here, remembered our conversation from the initial install way back when. Obviously it was in his Reddit DM history, but those are the kind of details that matter.

Again, thank you to Luke, Lee, Gregory, and any names I messed up or have left out. You guys are rock stars.

🤗🙏🙇👍

Well I've been a customer for almost a year now I think, and I'm experiencing my first outage. Yesterday I woke up and I noticed a new fiber going from the box in my yard between my house and my neighbor, all the way to the backyard and then across the back of my neighbor's yard. Not sure where it goes after that.

Thought to myself "Hmmm, I guess my neighbor signed up.". I went about my day and then about 4:30 p.m my fiber goes dark. I wait a little while, finally call them as the evening is getting to the point where I want to watch TV and they tell me they see the outage and they expect to be fixed by 8:00 p.m. Okay cool, so I wait, come 8:00 p.m. still no service.

Okay I've been down this road before with previous providers, so I check the Google outage tool. I put in my address, and it says there's a power outage and once the power comes back on I'll have internet. But there's no power outage in my neighborhood. So I call them, and they explain to me that "oh it's a widespread outage affecting not just me and that they expect to have it resolved by 11:00 p.m.". At this point I said the heck with it and I was in bed by 11:00 p.m.

I get up in the morning still no service. I called them again, and this time they tell me they've escalated the ticket and that it's going to take 24 to 48 hours to fix and that they've got a crew assigned. What utter bollocks! Nothing is wrong with the fiber from that box in my yard to my house, it's got to be at the junction. How long does it freaking take to get me back online?

So coming home from work I call them again, and this time they tell me the installation is in progress and it should be done by tomorrow or the next day. I asked them "What installation I'm in an outage?". Then the customer service agent says oh yeah I see it's a repair.

So now I'm thinking to myself is that fiber line between my house and my neighbor, some kind of a repair uplink to the junction? If so, why did I lose servicer hours after it was run? I will tell you why, so maybe it was working in the junction box or the pedestal up the street and screwed up my fiber and now I'm a low priority for him apparently. Why hasn't there been a truck out here working the issue every freaking day?

The transparency of the issue and the accuracy of the customer support agents is horrible.

I'm immediately shopping for a new provider, never in all my years of working in IT have I had a residential provider take this long to get me back online. So much for working from home eh? I'll take Comcast back at this rate.

/End rant