Comcast SUCKS!

To be fair...neither can any other ISP, unless you purchase Ethernet, but even then. Once(if) it's out on the open internet you are at the mercy of other ISPs/NSPs. 

Though, presumably if you were an Ethernet customer you'd have more weight with Comcast and might be able to get their GNOC to route you around a problem ISP/NSP.

i'm not gonna make judgements on any kind of planning & execution methods that have been tried....  though i might remark on the value of testing out a new connection fullly, to make sure it meets your assessed needs completely, before engaging it as your active production environment. Not saying you didn't do this, but.....

in any case, since this is a "Help & Support Forum", is there anything we can help you with here? what kinds of problems are you experiencing?

Apparently you have no idea what  PRI is. We're not talkign vanilla internet service here. These are phone trunks used to run large businesses and call centers. Comcast saves some money by delivering them over their data network, however the network does not appear up to snuff for delivering mission critcal services. We shuld have known that when they refused to provide an SLA.

Hello MessickEquip,

Welcome to the forum.

I am sorry hear about the issues you are having with our PRI service.

Let me assist you.

Please send me the following information via private message (pm) so I engaged our regional support team on your behalf.

1. Your Full Name

2. Your Account Number

3. Your Contact informatoin - phone or email

Thank you

Kraze and Train_Wreak,

Thank you for your kind posts

The community appreciate you and the thoughtful contribution!

I've been though the support process already and the issue is "resolved". Resolved, after I opened a ticket and waited two days for a call back that never came. Then a supervisor escalated the ticket, again.. I hear nothing. I call back the next day and find they closed my ticket without calling me. A new one was opened, this time someone calls... they see a problem... but are not interested in fixing it. 

Problem is, I should not have to do this over, and over, and over again.

Nor should it have taken a week to turn up my service properly. Thats right, a week. Do you know how much revenue a business can loose in a week when their 46 phones lines don't work propertly. Comcast sure does not care. 

It an unfortunate fact of life and dealing with big organizations like Comcast require a different approach. The standard approach of calling the 800 number on a big issue just doesn't work. The next time you have an issue call the 800 number and ask the tech to do their basic troubleshooting and what not. Ask that they send a request to level 2 about it and write down your ticket number. I've also found that it helps to tell them exactly what to say as sometimes your core issue is lost in translation. 

Wait a day or so and if you don't hear back call in again and ask that you speak to the tier agent for ticket number . They'll send you his/her way and you can speak directly to them on your issue. Generally interfacing with these employees is a bit easier as they normally have a better understanding of the products and know how to troubleshoot them. They can also directly escalate your problem to level 3. 

Another thing that I do which is very helpful is interface with my local techs. If I ever need to have a tech out I as ask him for his business card or a name/phone number. I also ask for the supervisors card. 

The last thing you need to understand is once you get past the 800 number. It's very important you remain calm and keep your cool. Level 2+, local techs and supervisors don't like getting yelled at or being told their stupid. Don't burn your briches with them as then you'll be back at square one. 

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@kraze wrote:

Another thing that I do which is very helpful is interface with my local techs. If I ever need to have a tech out I as ask him for his business card or a name/phone number. I also ask for the supervisors card. 

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this can be very helpful, although i will say, i have not been able to request specific techs/contractors on any truck rolls i've had; still, it can be useful to have a personal contact of someone knowledgable about the system.

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@kraze wrote:

The last thing you need to understand is once you get past the 800 number. It's very important you remain calm and keep your cool. Level 2+, local techs and supervisors don't like getting yelled at or being told their stupid. Don't burn your briches with them as then you'll be back at square one. 

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this is very true! and to the original poster, hopefully Comcast_Jon can get you in touch with someone at that level. (assuming you're still a customer at this point)

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@train_wreck wrote:

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@kraze wrote:

Another thing that I do which is very helpful is interface with my local techs. If I ever need to have a tech out I as ask him for his business card or a name/phone number. I also ask for the supervisors card. 

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this can be very helpful, although i will say, i have not been able to request specific techs/contractors on any truck rolls i've had; still, it can be useful to have a personal contact of someone knowledgable about the system.

Neither have I, but generally when I have an issue I'm able to bypass the 800 number completely and call the supervisor or the tech and ask that he check the local network. It's rare I actually need a tech, but if you use the 800 you have to go that route for escalation, so having the number comes in handy. 

Stick it out any way you can. My attempt to combine 24 t1s into a mux13 DS3 across the bay area was stopped in its tracks by a 90,000 dollar quote by att. 

Instead of calling users out while assuming they don't work on this level of gear get a hold of the right people (learn how) and handle it. Writing on a forum isn't going to handle it.

That's called arm chair quarter backing.

Get involved go up the chain and communicate.