Tag Archives: service call

MetroCast Down In Alton (NH) For 56-Hours Following Blizzard Of 2017.

by Anura Guruge


I write this as one:

  1. Who regularly SINGS the praises of the MetroCast high speed Internet service; viz., Example 1Example 2 & Example 3.

  2. Who has been a MetroCast customer for 20 years.

  3.  Who was the ‘Customer Support Manager’ for ITT Business Systems (UK) & Northern Telecom Business Systems (UK).

  4.  One who in February 2015 filed a BBB Complaint against MetroCast — and prevailed.


Yes, we understand that the storm was disruptive and wreaked havoc.

My gripe is the LACK of communications and the sheer disregard for customer relations & the POOR lack of redundancy in network design.




That the Call Center was down for that long is not acceptable.

That it took SO LONG before they started posting updates on Facebook was not acceptable.

That the Facebook updates, to begin with, were so sporadic was unacceptable.

That the Facebook updates did NOT reflect reality and was indeed FAKE NEWS was unacceptable. I had firsthand experience of this. I finally managed to speak to a MetroCast rep. at 11:57pm on Thursday night; March 16, 2017. As usual he was VERY NICE. I told him that the latest Facebook update was saying that the Alton node had been activated. He told me, point blank, that that was NOT THE CASE! And the Facebook update had been made at least 30 minutes earlier.

Yes, I had my service back, at full bore (i.e., 150/160Mbps), 14 minutes later! Coincidence.

Not sure how many of YOU remember. BUT we had a similar MetroCast flap in February 2015.

MetroCast was NOT UPFRONT with us on that.

I ranted and railed … and filed a BBB complaint.

I know that heads rolled!

Not sure whether a VP should be held responsible for this. But, IF I was MetroCast NH’s Customer Support Manager I would have handed in my resignation this morning.

I am glad that I have my 150Mbps back.

I was NEVER without Internet — thanks to TDS.

I have BETTER REDUNDANCY at my house than MetroCast has in their network.

I have a separate 15Mbps TDS Internet connection just in case!

I am, as of right now, going ahead and getting a load-balancing router and UPGRADING TDS … {SMILE}



Related posts:
>> Search on ‘TDS’ & ‘MetroCast’ >>>>


by Anura Guruge


On This Stormy, Nor’easter Day, MetroCast & TDS Compete To See Whose Internet Service Is Less Reliable.

by Anura Guruge


mctds


Yes, we did have a storm, a Nor’easter no less, BUT by our Central New Hampshire standards it wasn’t that a bigger of a deal. Yes, there was some ice, but it was minimal. We did NOT lose power and that alone tells its own story. The lights didn’t even flicker — once.

BUT, both MetroCast and TDS somehow managed to lose their Internet services, on and off, all day! Not funny.

Woke up this morning, at 8:40am (which is par for the course), to be informed that BOTH our Internet feeds were down. That irks me. I pay for BOTH MetroCast and TDS Internet services for redundancy — to have one up if the other is down. Well, they were both down.

I called up MetroCast and as ever they were very courteous and told me at once that it was a known problem and that they had crews working on it. MetroCast was back up around 9:30am. Was I glad.

TDS was still down. Around 10am I called them. What a DIFFERENCE. They had NO CLUE. I was on the line with them for over 20 minutes and they claimed that they were NOT aware of any problems in my area. They then scheduled for SERVICE CALL to happen between 2pm to 5pm — today! What a joke.

The TDS service came up around 1:30pm. Suffice to say no Technician showed up. The Service Call was another TDS lie. They like to do that.

MetroCast Internet, offering 150/160Mbps, did fine all day. Then it went down AGAIN around 5:30pm! YIKES.

TDS was up so we were not dead in the water.

Called up MetroCast again. Again very polite, very apologetic. Told me, quite quickly, that yet again it was a known problem. A fibre cable had been cut! I would NOT put that past TDS. Again I was assured that a crew had already been dispatched to splice the cable.

MetroCast was up in about 30 minutes. So that was good.

But, all in all, TDS was down for longer and I, as is now the new norm, got dreadful service from TDS!

Kind of ironic. Given that I have had TDS/Union Tel. Internet service at this house for 10 years, TDS is rather anxious for me to get TDS TV. Yes, of course, I would love to have 1 Gigabit Internet. I can afford it. The cost, at $225/month, is not an issue. It is TDS’ damn reliability or lack thereof. Plus their appalling service.

No point having 1 Gigabit if it is down to 0 Mbps more often than not. Plus, with TDS TV, if I lose Internet, like today, there is a 95% that I will lose all TV too! Not good. I actually had a call from a TDS salesman just yesterday! I told him, without having any idea as to what today would hold, that I worry that TDS would not be reliable. BINGO.


Related posts:
>> Search on ‘TDS’ & ‘MetroCast’ >>>>


by Anura Guruge