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On Friday into Saturday our sites and email were down. i moaned about our Telco Comcast in this weeks newsletter and was right in doing so. While the transfer of the lines went through ok we were not getting the speed we contracted for. As a result a tech came out on Friday morning our time and by the time he left we'd lost all Internet connections and were dead in the water. Despite many calls and promises it took to Saturday morning before someone came out to fix the issue. The most important thing was to get back up but the speed of access is very poor but they have promised to address the speed issue on Monday so fingers crossed.
We even got through to a Supervisor who sent our a tech with a new modem. The tech phoned to say he was on his way and would be with us in around half an hour. When an hour went by we phoned to find out what had happened and were told the Supervisor had cancelled the visit but were unable to tell us why or if anything else had been arranged. That is the kind of service where some discipline action should be taken by the company in my opinion.
Just to illustrate how bad they are... I had phoned on the Thursday to their tech folk and was told they can offer at least 50 down and 10 up. I said no you can't because a tech at our site said it wasn't available. I was told this was rubbish and they'd do it themselves so after around 10 minutes they told me they'd fixed it and if I went to the comcast broadband speed test utility I would see the speed gradually increasing and that after a few hours it would report the full 50/10. Well needless to say we say no movement at all.
It appears the people in the office, tech and sales, regularly sell speeds that are simply not available and this is down to the hardware that is onsite and in the area. The techs that visit us all say they wish they'd get their act together and stop selling speeds that are impossible to deliver with the current hardware.
On Monday we are meant to be getting a speed of 27/7 which apparently is the best they can do with the current hardware so hopefully they'll come through on that.
Anyway... sorry about not being available but wasn't our fault although perhaps it was our fault my selecting Comcast to supply us with bandwidth.
Alastair
We even got through to a Supervisor who sent our a tech with a new modem. The tech phoned to say he was on his way and would be with us in around half an hour. When an hour went by we phoned to find out what had happened and were told the Supervisor had cancelled the visit but were unable to tell us why or if anything else had been arranged. That is the kind of service where some discipline action should be taken by the company in my opinion.
Just to illustrate how bad they are... I had phoned on the Thursday to their tech folk and was told they can offer at least 50 down and 10 up. I said no you can't because a tech at our site said it wasn't available. I was told this was rubbish and they'd do it themselves so after around 10 minutes they told me they'd fixed it and if I went to the comcast broadband speed test utility I would see the speed gradually increasing and that after a few hours it would report the full 50/10. Well needless to say we say no movement at all.
It appears the people in the office, tech and sales, regularly sell speeds that are simply not available and this is down to the hardware that is onsite and in the area. The techs that visit us all say they wish they'd get their act together and stop selling speeds that are impossible to deliver with the current hardware.
On Monday we are meant to be getting a speed of 27/7 which apparently is the best they can do with the current hardware so hopefully they'll come through on that.
Anyway... sorry about not being available but wasn't our fault although perhaps it was our fault my selecting Comcast to supply us with bandwidth.
Alastair
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