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Internet issues.. and I can't believe how long I have been on hold without a live person!

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TrapperDave
New Member

Internet issues.. and I can't believe how long I have been on hold without a live person!

As a "Business Class" customer I would never think that I could be sititng on hold for 46 minutes now (and counting) without even talking to a live person. This is amazingly bad. I have 4 other ISP's at our other locations and they will answer within 5 minuntes..

 

Amanzing

 

 

..and now they hang up on me.. Grr!!

Accepted Solution

Re: Internet issues.. and I can't believe how long I have been on hold without a live person!

I found the same thing j... with my traceroute. After they hung up on me I tried to call back and the message was changed. Now it stated that they are aware of an outage.  I waiting again for about 15 minutes and gave up.

 

Why not just roll through the calls and tell each person that they are aware of the issue and are working on it. Are some customers saying they won't hang up until it's fixed?????

 

It's still down. Luckily we have a backup ISP.. I think they will not be our backup anymore.

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Accepted Solution

Re: Internet issues.. and I can't believe how long I have been on hold without a live person!

It seems like they just don't want to answer the phone because they are tired of hearing the complaints. Amazingly bad.. I just checked and it's still down. I can't get in touch with ANYONE to get an ETA either.

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jcummins
New Member

Re: Internet issues.. and I can't believe how long I have been on hold without a live person!

I am about 40 minutes in and don't expect to hear from anyone anytime soon. The least they could do is have an actual status page.  Comcast is a company that clearly doesn't want to deliver statuses to their customers but would rather waste our time. You can't have 45min wait times without there being a known outage. Put it on twitter, on a website, or anything so that I don't have to waste my time on a problem that you're most likely working on.

 

It is 2012 and status pages are standard. I bill at $125-$150/h so as far as I'm concerned you should be comp'ing a month of my service for my time in your queue. 

 

I can see the tracert and see the ibone.comcast.net is the problem. Can you not use some of your resources to proactively let your customers know what is going on? 

 

I'm pretty frusterated right now as you can tell.

TrapperDave
New Member

Re: Internet issues.. and I can't believe how long I have been on hold without a live person!

I found the same thing j... with my traceroute. After they hung up on me I tried to call back and the message was changed. Now it stated that they are aware of an outage.  I waiting again for about 15 minutes and gave up.

 

Why not just roll through the calls and tell each person that they are aware of the issue and are working on it. Are some customers saying they won't hang up until it's fixed?????

 

It's still down. Luckily we have a backup ISP.. I think they will not be our backup anymore.

Paying_Customer
New Member

Re: Internet issues.. and I can't believe how long I have been on hold without a live person!

38 minutes on hold and still waiting - as a BUSINESS CUSTOMER.  Completely unacceptable.  Lost productivity, lost revenue, I am dead in the water here and PISSED OFF! 

TrapperDave
New Member

Re: Internet issues.. and I can't believe how long I have been on hold without a live person!

It seems like they just don't want to answer the phone because they are tired of hearing the complaints. Amazingly bad.. I just checked and it's still down. I can't get in touch with ANYONE to get an ETA either.

TrapperDave
New Member

Re: Internet issues.. and I can't believe how long I have been on hold without a live person!

A co-worker said he head on Twitter that Comcast has some routers down in Illinois somewhere. I certainly am glad I am still not sitting on hold waiting for an answer.