In Chattanooga, EPB Customers Rave, Comcast Customers Livid

Date: 28 Jan 2012 | posted in: MuniNetworks | 0 Facebooktwittergoogle_plusredditpinterestmail

Chattanooga’s community owned EPB Fiber Network continues to get positive reviews from subscribers in the local paper. And Comcast’s customers continue to complain. The Times Free Press Chattanoogan presents a tale of two providers.

The longer letter details the frustration in dealing with Comcast following the failure of their on-demand service. After Comcast didn’t resolve the problem over the course of several phone calls, the subscriber was told she would have to pay $30 for a Comcast technician to come to their house, even if the problem was entirely caused by Comcast’s network and/or equipment.

The second letter, from Leah, notes that she too suffered at the hands of Comcast’s customer service but became EPB customers after a long absence from their home due to damage from the tornadoes of 2011. When they returned home, they went with the community network rather than Comcast.

This is how she reflects on her experience with EPB:

We have had one instance where we needed to contact customer service, and the problem was fixed quickly and easily by the most polite customer service rep I’ve ever dealt with.

Comcast came by recently to offer us a “substantial savings” if we’d make the switch back to them. My question was, why now? I was a customer for years and treated poorly as rates increased exponentially. Now the offer the discount? No thanks.

For the $5 extra per month that we pay for EPB, we receive better features, prompt and polite customer service, and an all around trouble free experience. Thanks EPB!

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Christopher Mitchell is the Director of the Community Broadband Netwroks Initiative with the Institute for Local Self-Reliance. He runs as part of ILSR's effort to ensure broadband networks are directly accountable to the communities that depend upon them.