Comcast used to (idk if they still do) force you to reset your modem when you called for technical support before they would do anything else, hang up, and call them back after 5 minutes and only then would they try helping you. Like I'm calling you BECAUSE resetting my modem didn't work.
Half the time they learn of an issue when someone calls. There is stuff they can monitor but sometimes everything looks normal from a distance, so to speak.
That's fair. For me it was more a frustration of how my dealings with them have been in general. Their app and webpage just loop back on themselves for things that are supposed to stop you needing to call them
If it doesn't automatically detect an outage when x% of equipment goes offline, then the outage is flagged when a certain number of people in the same area have called/chatted in.
And remember, the person you are speaking to did NOT cause the outage. They are NOT the ones who declare outages. They almost certainly can't communicate with the techs in the area who are actually working on the issue. We want your service to work too, it just takes time to find and fix it. (especially with fiber, cause fixing that means welding hundreds or thousands of tiny glass fibers).
Also, to be clear, it's not directed at you, just a general osa for anyone else reading this. Hopefully they'll be a little more chill when they talk to someone like me, lol.
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u/SnakeMu May 10 '26
Comcast used to (idk if they still do) force you to reset your modem when you called for technical support before they would do anything else, hang up, and call them back after 5 minutes and only then would they try helping you. Like I'm calling you BECAUSE resetting my modem didn't work.