A few months ago, I noticed that Comcast had raised its $5/month modem rental fee to $13/month. Normally, I don't rent hardware of any kind, but when I started with this one, it was at least a couple hundred dollars, and cheaper to rent. Plus, Comcast guaranteed it would work. So I called Comcast to find out what modems were compatible, bought one for $80 and had someone there activate it for me and remove the rental charge. My wife returned the modem for me and got a receipt.
And then the charge appeared the next month and the one after. Comcast doesn't do email-based support, and their phone tree is terrible. I am disconnected after choosing options more times than not. Maybe 90% of the time I call. So I complain on Twitter, where they're responsive. Someone apologized, took the charges off, and credited me $20. Fine.
I just checked my bill in the process of looking at speed options. I'm tired of getting 3 Mbps upstream as I do now, as I have a lot of data to ship to the cloud. 3 Mbps is absurd in a developed country. Other lands have 20 Mbps or 100 Mbps symmetrical at rates lower than I pay for 16/3 Mbps, even when the overall cost of living is substantially higher.
And Comcast had charged me a rental again. I also found that I'm paying $60/month, but my account said for $62/month I should be getting 25/5.
I again went to Twitter, and someone there took care of the charge. I'll have to check again next month because Comcast. (Comcast's brand promise: Our bill is never right and there's no consequence of any kind for us being wrong.)
I have "business-class" Comcast, because I moved an office a few years ago, and Comcast has a 75% cancellation penalties on unused parts of a contract. This should probably be illegal, and if challenged, maybe it would be thrown out. But at the time, Comcast had a 300GB/month usage limited, and I'd exceeded it in testing backup services.
I was able to bring the business service home, and only pay about $10/month more. It was a good tradeoff for having no cap on usage. When I did the transition, I routinely saw 15 to 25 Mbps downstream and 5 to 15 up. Now they are much more careful at shaping traffic, even though their overall capacity can mostly allow much higher usage during non-peak hours.
The customer rep I was talking with on Twitter noted I could switch to residential service and get much higher speeds for the same money. I said, yes, but you're testing overage fees in some markets, and I don't have those now. The person agreed if I were concerned about that, I had the best service for now.
Meanwhile, in Kansas City, Missouri, where Google Fiber has one of its few operations, 1 Gbps up and down—symmetrical service—is $70 per month, no limits. Elsewhere in Seattle, where our telco is lightly building out gigabit service, it's $80 with a bundle and has no caps. In my neighborhood, they promise "up to" 40 Mbps downstream DSL for $30/month, but other neighbors report getting below 10 Mbps.
Comcast said before the FCC announced its regulatory change for Internet service earlier this year that such a change would affect its investment plans. Then a few weeks later (before its merger with Time-Warner Cable was called off days ago), Comcast said it will push 2 Gbps service to be available to 18 million households by the end of 2015 and 1 Gbps to almost all its service territory by the end of 2016.
I'll soon be paying less, getting more, or both. But all of this just demonstrates the necessity of competition, the broken nature of Internet service in America, and why other countries got it right before we did.
For now, I think I'll find a gigabit café to upload my photos.