Insight broadband disrupted

Insight's problems during this upgrade are inexcusable. I work in the IT field. Planning an upgrade and downtime REQUIRE a plan to get your customers back online within a very shory period of time. If I did this to my customers, I'd be fired. There is a minimum amount of downtime that is acceptable, but 7 days is not. It's outrageous!

This isn't just entertainment for many people, it's part of their job/livelyhood. I've had to make other plans to be able to help my customers due to this outage.

I agree that this is inexcusable and the Internet is not just for Entertainent. For thousands of customer they depend on it for working/making a living. I have lost quite a bit of money becuase of this disruption and if Insight had some true competition in the Cable Internet business, this would not have happened.

I have lost Broadband since Sunday, May 7, 2006. I am a Medical Transcriptionist for 2 major hospitals in the Chicago area and depend on Broadband for my job. Since Sunday, I have lost approximately $70-100 day because of inability to work.

I do not want their apologies, as that does not pay the bills! I think that all Insight Broadband customers deserve a credit on their account of at least 2 months to make up for our lost wages.

I agree. I also have lost a considerable amount of money because of not being able to work and make a living. Hopefully, they will have more competetion in our area.

Their apologies are useless. If they are truly sorry, they will give all their customers at least a 2 month credit on their Broadband bill.

For people working from home across their modems, why not get a Business account?

Happy Broadband customer wrote:

For people working from home across their modems, why not get a Business account?

A commercial account makes no difference. I have a commercial account with Insight only because my home is addressed in an urban business district and is zoned "commercial." I am not a heavy user. I pay about $99.95 per month and lost service for eight days during the "upgrade." I don't get special access to customer support. When I reached customer service during this crisis, they didn't say "Oh a commercial account" and sit up in their chairs. My service isn't any faster than residential accounts. The only difference is my bank account drains faster than everyone elses. I very unhappy about Insight and how they've dealt with this.
O'Neil A

As an account rep for one of the major phone carriers in the south, I would be happy to help those Insight business customers who are located in the south with their broadband problems. I can provide high speed Internet in any of the BellSouth region for a lot less than you might expect. I only wish that I could help those home based customers located in the north but I can't.

Jim Bruenderman wrote:

As an account rep for one of the major phone carriers in the south, I would be happy to help those Insight business customers who are located in the south with their broadband problems. I can provide high speed Internet in any of the BellSouth region for a lot less than you might expect. I only wish that I could help those home based customers located in the north but I can't.

How do we contact you?

By the way "Happy", I was thinking along the same lines as you until I realized that the commerical and residential connections are in the same cable which runs to the same building.

I myself am a Charter Communications technical support representitive and a Trainer/Coach for new hires. Insight is very simular to charter in most respects. As someone from the inside looking outward and also as a person who takes pride in his work and his company I can understand people's frustration with situations like these. However, in this day in age things happen that are outside both an indivual's and/or a group's control. Complications can arise from even the simplest changes or upgrades. A company would never ever allow for long duration service interuption unless it was unavoidable and/or absolutely neccasary. For every hour that a service interuption continues is another hour of high call volume, downtime credits, escalations, and loss of customer's and insight I am sure is perfectly aware of that. They would never just simply flip a switch and spend that much money just to do an upgrade unless it was needed to ensure longterm reliable service.

I myself never lost my insight cable service during the duration people are talking about but as a heavy internet user I sypathize but also understand that some things just cannot be helped. I simply ask that you keep this in mind next time you call your service provider.

Insight BB is a peice of Shi# company. This is the service you can all expect from them. I was with them and finally went to satelite. Cut my bill in half and you dont have to deal with Rude CSR's.. hope they go out of business.

I wonder if I have the same Insight as everyone else... I have had Insight for several years with only rare minor outages and very high speed. The longest was 1 day when a line was accidentally cut by a neighbor. Customer service has always been very friendly - perhaps it depends upon your local office (I always call the local number).