Marc's Public Blog - Misc Public Entries


All | Aquariums | Arduino | Btrfs | Cars | Cats | Clubbing | Dining | Diving | Electronics | Exercising | Flying | Hiking | Linux | Linuxha | Museums | Public | Rc | Sciencemuseums | Snow | Solar | Trips



>>> Back to post index <<<

2007/05/04 Logic and Comcast do not mix: disconnected
π 2007-05-04 08:34 by Merlin in Public

In March, Comcast disconnected my cable internet service, ultimately due to a problem about overusage (too much "unlimited" data used). While they were hard to get a hold of (or at least someone who had any clue what was happening), you eventually have to call a number where they make you feel you are a criminal, and they won't talk to you: you have to leave a number on your answering machine and hope they call you back while you are able to pick up (and leave you shutoff for as long as it takes). Luckily, I had my cell phone with me when they called me back in the evening and explained "you used too much data in February, and got disconnected as a result".
Ok, great, never mind that unlimited is not unlimited, they were likely correct about the data usage (400GB in a month) so I fixed the problem (mostly an rsync backup script that was doing something wrong and using at 20-40x the amount of bandwidth it should have). Their representative said "you have one month to fix it and we'll resume monitoring and shut you down if it happens again". This was March 14th.
About 6 weeks later, in early April, they shut me down again with no warning or call. I call back after going through the useless 1st level support who wanted me to reconfigure my windows DHCP settings and then said I shouldn't be trying to use the service if I had linux, and I eventually talked to their security staff who said "you had an overusage for March again, so we shut you down for good this time"
Me: "Mmmh, you warned me on March 14th, I couldn't fix anything that happened before you warned me, but fixed it after that date"
Him: "You had an overusage for the second month in a row, we had to shut you down, it's our policy"
Me: "Why don't you look at my usage numbers after you warned me and I fixed it"
Him: "We don't have those numbers, we only have all of March"
Me: "But you know March was almost half over before you warned me, and I had no way to go back in time and make that go away"
Him: "Sorry, it's our policy"
Me: "So, what's the point of warning people if you don't give them a chance to fix the problem. What about the one month grace period your collegue told me about"
Him: "There isn't any grace period, sorry"
Me: "So there was nothing I could do then"
Him: "In your case, I guess not, sorry"

Putting aside the unlimited which obviously not unlimited, it's pretty pathetic that while Comcast tries to do the right thing by warning you and giving you a chance to fix an overusage problem, their braindead-ness and refusal to follow basic logic, causes them to shut you down before you can actually fix the problem.
Good job, comcast!
Verdict: "Sorry, you can't be our customer for 1 year". Considering how they work, I'm not sure I want to be their customer at all ever again.

Until they fix their warning system to match logging cycles, or honor the one month grace period they promised me, and then pretended they never had, I can see how they're going to get many other people shut down that way.
If comcast is actually meaning to give their customers a chance to fix a usage over an arbitrary limit they won't disclose, they have some serious fixing to do, starting by not putting their customers in the criminal/DMCA pile that their regular support folks are not even allowed to help.

More pages: May 2017 April 2017 December 2016 November 2016 September 2016 June 2016 May 2016 September 2015 May 2015 April 2015 October 2014 September 2014 July 2014 April 2014 March 2014 October 2013 May 2013 April 2013 January 2013 October 2012 September 2012 August 2012 July 2012 May 2012 April 2012 December 2011 November 2011 July 2011 April 2011 March 2011 December 2010 November 2010 October 2010 August 2010 July 2010 June 2010 April 2010 March 2010 February 2010 December 2009 November 2009 October 2009 September 2009 August 2009 June 2009 May 2009 April 2009 March 2009 February 2009 January 2009 December 2008 November 2008 October 2008 June 2008 May 2008 April 2008 March 2008 November 2007 October 2007 September 2007 May 2007 March 2007 December 2006 November 2006 October 2006 September 2006 August 2006 June 2006 May 2006 February 2006 January 2006 December 2005 November 2005 October 2005 October 2004 August 2004 June 2004 May 2004 March 2004 September 1997 July 1996 September 1993 July 1991 December 1988 December 1985 January 1980

>>> Back to post index <<<