What would you do? Internet Cable question

[tlwmkw]

Getting very frustrated.

Here's the situation- We have Comcast internet service and for the last two months or so every time it rains we lose high speed internet service (the TV still works). I assume there is water getting into the cable somewhere and causing the problem. As soon as the weather dries up the internet works again. We have called each time it has happened and we end up talking to someone in India- each time we have to go through the same tests (turn off computer, turn off Modem, turn off wi-fi then turn them all back on again in a certain order, etc.). They always say it is a problem with the computer, or the modem, or the wi-fi but we can't see why the weather would affect those things since they are all dry inside the house. We have repeatedly asked/begged for someone to come when the cable isn't working so they can try to figure out where the problem is but the folks in India say "That won't be necessary"- they refuse to send out a tech person. One of the call center folks has offered to schedule an appointment a week later but that is no good because by then it will have dried out and be working again.

My question is- what should we do? Try another cable provider? (which means new e-mail address and general upheaval) or keep on calling and insisting on a timely service call? Would appreciate anyones thoughts.

Thanks in advance, tlwmkw

 

[geekette]

Let someone come out and run sprinklers outside to simulate the rain. I'm not sure why you would keep tv, tho, with only internet dying.

I would call the local office to complain, forget 800 support numbers for a truly local problem.

Good Luck!

 

[pjrose]

We had seemingly inconsistent problems years ago and various service people would come fix something that worked for awhile, but then problems again. Finally a good technician determined the problem was water getting in b/c some of the wires were chewed, presumably by squirrels. H replaced the whole run up our very long driveway.

Definitely call the local office and try to get a service person out there....preferably in the rain.

 

[ronparise]

Getting very frustrated.

Here's the situation- We have Comcast internet service and for the last two months or so every time it rains we lose high speed internet service (the TV still works). I assume there is water getting into the cable somewhere and causing the problem. As soon as the weather dries up the internet works again. We have called each time it has happened and we end up talking to someone in India- each time we have to go through the same tests (turn off computer, turn off Modem, turn off wi-fi then turn them all back on again in a certain order, etc.). They always say it is a problem with the computer, or the modem, or the wi-fi but we can't see why the weather would affect those things since they are all dry inside the house. We have repeatedly asked/begged for someone to come when the cable isn't working so they can try to figure out where the problem is but the folks in India say "That won't be necessary"- they refuse to send out a tech person. One of the call center folks has offered to schedule an appointment a week later but that is no good because by then it will have dried out and be working again.

My question is- what should we do? Try another cable provider? (which means new e-mail address and general upheaval) or keep on calling and insisting on a timely service call? Would appreciate anyones thoughts.

Thanks in advance, tlwmkw

I had the same problem, with comcast...only it wasnt rain, it just happened at odd times....and I did ask for service calls....The service guys couldn help either, because as you suggest everything was working when they got there...They did suggest I run a dedicated line to the computer, because they figured the problem was in the house , not in their lines. I did it and it still happened

Heres how it got solved....On one of those waste-of-time service calls I asked the cable guy to research how many calls they had gotten in our area in the last week...it was several...and how many of those service calls ended with no specific problem that they could solve...again several... The end result was we got a senior line guy out in the neighborhood for several days....he found the problem and fixed it

 

[MelBay]

We had this problem, and I was enough of a b-otch that they got tired of hearing from me and they ran new line. And our line from the pole to the house is now buried.

Blame it on squirrels, which is why hubby asked for a bb gun for Christmas.

 

[blakebr]

We had this problem, and I was enough of a b-otch that they got tired of hearing from me and they ran new line. And our line from the pole to the house is now buried.

Blame it on squirrels, which is why hubby asked for a bb gun for Christmas.

IMHO - Squirrels are tree rats with a bushy tail and good PR. Pidgins are rats with wings.

 

[hypnotiq]

Call and escalate. There is definitely an exposed line issue that needs to be looked at. If you can talk to your neighbors to call and talk too, that will help. It will take some persistence.

 

[Don]

IMHO - Squirrels are tree rats with a bushy tail and good PR. Pidgins are rats with wings.

I can't count the number of times I've said the exact same things.

 

[artringwald]

Somewhere buried in your menus for the cable TV box, it will show you the signal strength and signal to noise ratio of the cable connection. If you can't find it, call and ask how to get there. Write down the numbers when it is dry, and again when it is causing internet problems. Then you will have some hard evidence to get them to fix it.