I held off on this post because I wanted to make sure my internet was working correctly. It’s a been almost a week, so I’m going with “yes” at this point.

After about six weeks, seven tech visits and dozens of phone calls and contacts via @comcastcares, I left work early one day last week to meet yet another ACI (Comcast’s contractor in southeastern Michigan) technician at my house. This time, though, he wasn’t there to replace the coax from the pole to my living room for what would have been the fifth time. Instead, he told me there was a Comcast tech – in an Xfinity truck, no less – down the street, working on a pole. The ACI tech had asked him what he was doing and the Comcast guy replied that he was there on a trouble ticket for my house… along with some others.

Turns out squirrels had gotten into things, as they are prone to do, and chewed up quite a bit of coax and other yummy things. This, of course, is what I suspected weeks ago. To have been proven right, and that the problem was never actually in my house at all, was somewhat satisfying, though I’d have preferred that Comcast fix it right away.

After the Comcast tech finished up, all three upstream channels are now well within acceptable power levels, and the speed test looks like this:

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That’s better.

I will say again that every tech that came out to my house was pleasant and professional. The ACI guys, to a man, knew the problem wasn’t between my house and the pole, and griped to their dispatchers when told to replace the coax again. But they never were unpleasant with me or my wife. The whole thing took too long to fix – far too long – but eventually, it’s fixed. Comcast has given me a satisfactory service credit for our troubles. I’m satisfied.

But if Comcast is serious about improving their customer service, as they say on the ads running on television right now, they need to look into how a simple problem like this one caused all that wasted time and effort and frustration. If I wasn’t sure their internet product was superior, I’d have tried AT&T or even satellite. I knew plenty of friends who have. Of course, when you’re basically a monopoly, maybe there’s not much incentive to really improve.

Author: Tom Kephart

Actor, director, writer. Social media guy. Higher ed drone. Sings for beer in karaoke bars.