I am a long time customer of Comcast and was one of the broadband beta testers back in 1995. Since then our Comcast package has grown significantly as we have the Triple Play of voice, internet and cable along with most of the cable stations. We have been living in the same home for the past 5 years and for the most part have had good service with Comcast, however we have had two separate incidents that required escalation past the initial tech visit to our home, and now it looks like we need another escalation.
During the summer, our son left for college and we disconnected and returned two of our four cable boxes. After disconnecting the second box I notice a lot of tiling while recording shows and then while watching a New England Patriots game I realized that the tiling and pausing was really bad and called Comcast. At half time I found a cable terminator and terminated one of the two boxes that I had disconnected and the tiling appeared to improve. We canceled the Comcast visit however the tiling was still occurring on a second TV so we rescheduled Comcast and they came out today. As soon as I saw the Comcast Tech I had a fear that our problem would not be resolved, as he had been here before and had not resolved our previous issue. He told us that he found a problem with 
the amplifier/booster and he swapped out a 3 prong splitter for a two prong splitter. When pressed he shared with me the Cable – Power – OK feature on the remote that displays control status and reference the Signal to Noise (SNR) ratio which according to the tech should be in the 18 – 20 range. It was, however I questioned why the SNR was Fair and not Good however he said that was ok so I check our second TV and it appeared fine. The Tech left, however, later that evening I notice our main TV tiling
again and when my wife went upstairs our second TV was tiling badly.
I have multiple frustrations related to this issue and overall support from Comcast. This is not the first time that this has happened to us however I am sure that Comcast has no record of that, and I understand support methodologies however why do all customers have to go thru phone support #1, Tech #2 to get to escalated Tech #3 ? It is obvious that Comcast did not record that last issue that we had with this tech that had to be escalated, or if they did the support individual on the did not see that or has no control over who gets dispatched to our home. I would pay more to be on a special support list that only sends the Level 3 guys out to your house when we call. Both my wife and I work during the day so we rely on Saturdays for all appointments, and now I have to wait another week to get this resolved.
My wife has been after me to dump Comcast and move to Verizon FIOS however I have no confidence that the FIOS product and service will be any better than Comcast. For now, I am escalating this issue and want to make sure that Comcast never sends this tech back to my home.
