What a month. June 30th was full of amazingly good news! We found a new place to live, so we could stop imposing on family, with a landlord that promised there would be no problems getting Comcast service (we work from home, it’s a necessity that isn’t negotiable), no problem getting the power turned on (the whole building had had no service for well over a year), my husband received fantastic news about his budding business…
Then July happened. July 1st, my grandmother who seemed to be winning her fight against lung cancer died suddenly in her home. We signed our lease and discovered no cable outlets in the apartment, but we were assured that would be no problem since the rest of the units have been wired, so clearly ours could be too. I go from the apartment walkthrough over to Comcast’s local store, where they spend over an hour just trying to determine if they can even provide service to my building since they can’t find my address in their system (the address had been changed by the city at some point, which is causing problems with other services as well. I’ll figure that headache out later), then they don’t know if our concrete walls will be a problem for installation but they’re almost positive it will be perfectly fine for their tech to work around. However, since there is evidence of cable service but nothing in their system they need to send someone out to inspect the property to verify it’s all good. Great! It should only be a few days. Fabulous!
We already had a moving van scheduled, based on all of the assurances that things are gravy, so we proceed… then find out our apartment has no power, several days after service was supposed to start. I need to be up at 3am to take my parents to the airport for the funeral, and now this. I call the utility company at around midnight, they say the problem is on my end and they can’t help. Thankfully my landlord came out ASAP the next morning and fixed it.
A week later I call Comcast to check on things, since nobody has called me, just to find out it could actually be 10 business days before anyone goes out there. Seriously? Our stuff is already moved because everyone we spoke to promised to resolve this quickly. The only reason it wasn’t a bigger issue is my husband took his work computer to a friend’s house to use their internet, and I was house/dog/greenhouse-sitting for my parents so they could go to my grandma’s funeral (so I was stuck by myself for a week trying to deal with everything).
So… fine. Could be another week almost. I finally get a call (hurray!) and am told everything looks great and I can schedule installation. I do that, which takes several more days, just for the tech to come out and immediately say he can’t help me. Comcast techs do NOT have tools to deal with concrete walls, and it was also clear to him that nobody had checked the exterior wiring in a very long time, so the inspector (a contractor) was full of shit or incompetent.
So… yeah, he’s the first person to say the concrete is a problem. What’s more, it could be another MONTH before their rewiring contractor can come out. Great. My husband is still several hours north, I’m freaking out and still alone… I hate July. I’m now with my husband, staying with our friend up north, unfortunately too far away to get back to our place for any kind of quick-schedule appointments.
Tuesday I finally get a phone call from a contractor to schedule rewiring. He’s free all week but isn’t working Saturday, the earliest I can be there. But he has a guy that’s on duty! He’ll call me back with a time! He doesn’t call me back. I call him last night to confirm my appointment and actually get a time. Hurray! Progress!
Now to just figure out starting service with Comcast. I hate talking to their service people, so I always prefer to go the self-install kit route, but I don’t know if the new wiring will be an issue and make my unit ineligible. I’ve learned that dealing with them through online chat is less frustrating, so I start talking to the idiot Chris, who refuses to answer my question (new wiring, can I self-install or do I need a tech?) and insists on instead trying to walk me through ordering service online and having a self-install kit delivered to me. Well… if I’m eligible for that I’ll need to pick one up locally due to the timing of things. Yes yes, just go through the order process and look at the installation options. Eventually I give up on him and start chatting with someone else, who is friendly but can’t help me, so she transfers me to Lavinia, who I’ve spoken to before and is awesome.
Lavinia actually looks at the notes on my account and explains that I’m NOT eligible for self install and will need to schedule an appointment. She also strongly recommends waiting until the rewiring is completely done before scheduling anything further, which is fair but adds at least another week onto this mess.
I can’t help but feel that if they’d fucking listened to the problem and scheduled a rewiring contractor from the start, instead of just handwaving it all away, I might be living in my own goddamn home by now. We’re grateful for having such an amazing support system, so we’re able to keep working during all of this, but this is getting ridiculous.
TLDR version: My grandma died, I was completely alone for the next week, and Comcast customer service is mostly incompetent.