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Revenge of the Cable Customer
crimeandpunishment writes "After years of poor service and poor reception, years of hoping the cable guy shows up sometime within that four-hour window, years of constant price increases ... it may be payback time for cable customers. Cable TV companies are trying to treat customers better. Considering the industry has long had some of the worst customer satsfaction ratings of any industry, it may take a while to overcome that reputation. But they'd better succeed. Cable customers are switching to satellite and phone companies in droves. According to industry research, cable companies lost five million video customers from 2006 to 2009."
Simple. The three plan (Internet, TV, Phone) all worked out to be cheaper and better. I got faster and more importantly, more reliable internet. When I was with cablevision/Optimum Online I would get maybe 5Mbit speeds that would flake out during prime time hours since they were over subscribed. Now I get 20 Mbit consistently, even during peek usage hours. The TV was a better quality image, more channels and more innovative products (Multi room DVR rocks). Phone is nothing exciting, but since we also have cell phones with verizon, we get a small discount for linking all our bills together.
Overall, I got the impression that cablevision simply stopped innovating since they were the only game in town, and they did not care that much about their customers. They sure got a big surprise from Verizon, and they are calling us up every week it seems begging us to come back.
Last month I got sick of my Comcast bill creeping higher and higher without my consent or notification. I cut it. I get my TV over the air and the quality is _better_ because it isn't compressed further to cram more channels into a finite bandwidth. I paid 17 dollars for an antenna and 40 dollars for a distribution amplifier. That's still less than a month's worth of cable TV. I went back to a copper landline for increased reliability and a cheaper price. I get my internet from FiOS to stream netflix and other internet videos. I suddenly find myself with entertainment that is better in quantity, quality, and price. Who needs 900 lousy quality channels all with nothing good on?
While living in my last apartment I had SpeakEasy DSL which was my only connection to the outside world, because of some weird local (Houston) ordinance that parceled out cable service monopolies to multi-tenant buildings to a handful of local cableco's who survived entirely on gouging apartment customers and didn't even bother advertising their service to people with a choice (house dwellers). If I wanted TV type entertainment torrents and usenet downloads served my needs just fine, would be even easier today with Hulu, Netflix instant and Amazon VOD but I digress.
After renting a house and moving in with my GF we had to cancel SpeakEasy because we were too far from the CO and ended up on Time Warner. At the time their service was actually really good overall. The tech showed up in the middle of this four hour window and we were online within an hour. Couple times we had problems they were cleared up pretty quick. Internet service was almost as good as SpeakEasy, speed was fine, reliability was a little better but no static IP options and the uplink speed was too slow for running a server. Overall though life was good in cable tv land. Then they did that weird switcheroo with Comcast and it all went to hell. Within about a year everything started to go to crap. TV service got worse when comcast "upgraded" to their branded interactive guide service which was slow as hell to update, put in a worse and more expensive VOD feature. Internet stayed OK at first but then we had a really bad month when we were out for over a week due to a botched network upgrade on their end. They wouldn't admit that it was a network wide problem though and didn't mention a big outage on their telephone support line voicemail system but hold times were so bad they were rolling the tech support queue over to accounting (WTF?!) after an hour just to get a live person on the line which was worse because they had no information and no ability to help.
What finally pushed me over the edge was maybe a month after the huge outage when internet service crapped out again. Ten minutes of poking around on my part and I realized our modem had just lost it's provisioning because we had a solid connection but our IP had changed network routing was restricted to a private IP pool. Plugged a laptop directly into the modem and found too that DNS was being hijacked to a webapp for the installer to use to provision the modem. Should be an easy fix for phone support. First I spent an hour on the phone with a tech that not only ran though the while reboot and check that your cables are plugged in bullshit but also suggested I upgrade flash if I was having problems with internet video. After that she told me she would open a case with a higher support team. She gave me a case number and told me I'd be contacted within three days. On the fourth day of no service and no callback I got on the phone again and when I finally got through was told no such case number existed and was in fact in the wrong format for their ticketing system to begin with.
After screaming for a minute and going through the same scripted bullshit I was finally given to tier two support. She was more helpful but insisted on trying her own thing and kept assuming the problem was on my end. Every ten minutes of not making progress I'd beg her to reprovision the fucking modem but she kept insisting there was no record of my modem being moved into unprovisioned space. After a solid hour she setup a conference call with a network engineer and then fucked up the three way call and disconnected all of us. Per normal crappy tech support farms she had no direct call back number and had no ability to call out on her line. So back in the queue I went. Finally I got a support goober that just did what I told her and had her boss reprovision the modem - big surprise that solved all my problems.
Shortly after that we got a flier annoucing that AT&T was rolling out U-Verse service to our neighborhood and we signed up within the first week of availability. Tech came out on time and
"Listen: We are here on Earth to fart around. Don't let anybody tell you any different!" - Kurt Vonnegut
Rant mode on, but it's on topic.
I live in the UK. I used to get cable internet service from Virgin Media (the only cable provider in the country, because they bought up all the others). I would *love* to have had the quality of service that you guys above are complaining about from Comcast et al.
Understand that Virgin Media works great until it breaks. Up to 50Mbps wherever you are, low latency, dropouts rare. When it breaks though, getting it fixed is a nightmare. And it *will* break. They don't keep track of what models of modems they've given people; they never send existing customers new hardware to replace obsolete models; they change the wire protocols without notice; they push broken firmware updates.
Tech support is outsourced to India. It's manned 24-7, but wait time is at least half an hour at all times. The "people" at the other end of that phone line are barely more sentient than M-x doctor. Diverge from their script, even the tiniest bit, and they'll tell you you're not supported and hang up on you. To get through their script, you must either lie to them or unplug every single piece of gear you have except for a Windows PC connected directly to your cable modem. You then spend half an hour having them tell you to unplug and re-plug all the connectors and reboot it five times. At the end of their script there's still a 50% chance that they'll tell you your PC must be broken and just hang up on you, rather than agree to do anything about it at all.
If you're lucky, you'll get sent an "engineer". He won't have a 4 hour window of arrival -- oh no, it's all day, any time between 8am and 6pm, and his best trick is arriving at 9am THE FOLLOWING MORNING. When he arrives, he's woefully underprepared, with only about a third of the equipment he ought to have (he will complain about this). He will fiddle with your modem, attach a meter contraption to the cable, and possibly change the little widget they fit inline with the cable to make up for the signal strength being too high. If you're unlucky and this does not work, he'll spend a few minutes using *your* phone to ring someone and explain to them that he doesn't understand what's going on, he'll noncommittally say "they'll look into it", and he'll leave. If you want to chase up (and thence have a hope that they'll sort things out), it's back on the phone to India, but the goon at the other end doesn't seem to understand the concept of records -- so you're back to square one!
Last year I was unlucky, and had a problem that was slightly non trivial. I counted. After three visits by these "engineers", SEVEN hours on the phone to India, one whole week waiting for second level support to ring back -- and they rang while I had something on the boil on the kitchen, I asked them to call me back in ten minutes, I never heard from them again -- they still had no idea what was wrong. After a month of no service despite constant chasing I rang the sales line, and cancelled, and told them precisely why. My call got escalated immediately, and the manager offered to send along one of the engineers who handle their much more expensive business service to take a look, but in a further two weeks' time; I cancelled my contract anyway, but accepted the engineer appointment since it was free.
Seven weeks after my connection had originally broken, and one week after I had DSL fitted -- slow, but with real support (www.aaisp.net.uk -- they're very good) -- the proper engineer arrived, picked up my cable modem, fiddled with it for a couple of minutes, and said "yeah, there's a return path fault on the modem. I can replace it if you'd like." I spent some time staring at him open mouthed before I managed to explain to him why I wouldn't like him to do that. I think he was pretty shocked at the quality of service I'd received.
Never, ever, ever use Virgin Media.