We got up this morning (Saturday) after the high winds of Friday night and the ensuing power loss here in Alton Bay, and lo and behold the cable was out. Last time we lost cable for any period of time, I assumed (hate that word, and it did!) that someone else would be calling in from my street. Wrong it was only me, as in Moi, as in just us folks who were out. Called, got to talk to a real live person right off, and was back in business in about 4 hours.
This morning, I called (not wanting to assume again) right after 8 AM, the Saturday office is open time. I was faced with a voice menu that is 1. Seasonal disconnect, 2. business svcs, 3 billing questions, 4 something else, 5 downgrades and or disconnects, 6 internet problems, and 7 repeat the options. I hit 7 'cause I didn't hear anything about loss of power/service on both cable and internet. Still didn't hear anything, and didn't think that billing questions would be place to call, so I hit 6, and after a short wait, got a nice polite gentleman, to whom I explained my situation, and said he's probably not the person to talk to, but Metrocast, unlike the power companies, doesn't have a number to hit off their voice menu to report loss of service. He said, just hit 3, and transferred me (nice job, and very pleasant and respectful).
After an 18 minute wait, I finally got a nice lady, who took my information and said they should have it fixed today, thanked me for calling and we said goodbye. She was pleasant and understanding.
It just seemed a little strange not to mention loss of service as an option, and a little frustrating to have an 18 minute hold right when they are opening up. (my time was very short...not much more than a minute.)
I must say, I don't have too much to complain about Metrocast normally, but I can see the frustration others have had lately. Too bad.
