There was an Urbanspoon get together at Chai Pani recently, and Grant Goggans of Marie Let’s Eat started teasing me that he’s 500 views from passing me on the Urbanspoon rankings. If he does, more power to him. I’m at a point where between either having a very high stress job situation or no job at all (my present circumstance), I haven’t had the time to eat as I once did. That I’ll get passed is inevitable.

I’ve never wanted to be the conversation around food in this town. I’ve been quite happy just being a part of it. If I can still be a part of that conversation, that’s enough. If I’ve held the ranking for some time, it’s a tribute to the difficulties of the Atlanta commute. I ate in part to deal with the time it took to commute back and forth from work.

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Ok, I’ve been between jobs – still are actually – and I had a job offer last week. In celebration, I decided to do something about those costly cable bills, as my wife had a tech say we could cut the bills. One approach was Comcast Triple play, which would allow us to eliminate phone service bills and the long distance bill. We decided to go that route. So I headed to Grayson kast Saturday, and got a deal, which went something like this:

1. About a $60 reduction in cost once the new service was added. New price good for a year.
2. All my old shows plus HBO.
3. Twice the Internet speed.
4. A service tech to come out this Wednesday to install the phone.
5. I was going to purchase my own cable modem to support, which would be installed this Monday.

So it’s Monday. The modem has arrived, an Arris TM822G. I don’t need more modem, because I have a wifi router behind it. I only need a phone jack for a base set, and we have receivers all around the house.

It’s not easy getting in. I call, find the right spot in the queue, and they offer a call back service, to call me back within “eight to twelve minutes”. Saying yes at this point was my first mistake. After waiting half an hour without any callback whatsoever, I call again and stay on the line, and finally get a tech. So we begin the process of adding the new modem, which in general should be seamless and take about five minutes.

Except of course, she can’t add the modem to the system. She can’t add the modem to the system..

because without informing me, my order was cancelled on Sunday, the day after I made it.

She can’t add my order back because she can’t port my phone number, so I get transferred to Sales. supposedly. The transfer goes on for about 5 minutes and then disconnects. This sets the tone for about two more hours of hell. I call in and get disconnected. I call in and get someone like my first lady, they encounter the same issues, and they transfer me to Sales, and I get disconnected. This goes on and on and on, totalling five disconnections in all.

Finally I call upgrades directly. I get another lady who goes through the same process. At this point, my five minute modem swap has cost me two and a half hours, almost all of it in queue. Then she asks, “did they start the port of the phone number on Saturday?”

“Yes, they did.”

I then go on to say I was called on Sunday to validate that I really wanted my phone number switched.

“Then that’s the problem. We use a third party verification service, and they take 24 to 72 hours to get the confirmation back to us. We’re not going to be able to proceed until that is done.”

Ok, so that’s why the order was cancelled. The phone number transfer wasn’t validated. But it also means I’m in limbo. My new job starts in December. And if this runaround continues, Comcast won’t be able to put in the new phone number until I’m just starting my new job. And out where I live, there is a fair chance that the tech won’t even show, a 100% chance if you schedule them in the evenings.

But the take home for me is that the provisioning system for Comcast is hopelessly broken. The modem add, which should have taken five minutes (and note, while I was on the phone and the new modem connected, my daughter started watching Netflix over our Internet. The modem was working just fine), ended up taking a couple hours and we had to swap back to the old one because the new one couldn’t be added to the system. A software flaw cost me at least two hours.

No one informed me my service order had been cancelled. What if I had taken leave on Wednesday in anticipation of a tech showing up?

Now I’ve lost the appointment I was going to have. The new one? I suspect I’ll get this all set up in December, something that will cost me work time on a brand new job, and if the past is any indication, it will take 2-3 attempts for the tech to even show. As the change nets me $60 a month, this sheer incompetence on Comcast’s part makes them money.

I live tweeted all this. DISH was making offers via twitter as this happened. If I had a satellite view at home, I might have gone that route.

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