Tag: comcast

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Closer look at the damage to the Ondura panels

That Comcast wire did a real number on the Ondura roof cap and part of the panel(s).

Another stroke of bad luck is Ondura seems to have mostly discontinued (massively scaled back?) their roofing panels. I can get them shipped for pickup at the local Lowes (not available at Home Depot), but the minimum order for the full panels is a 5-pack; I only need about 2-3 of them.

Looks like I’ll have to order a 5-pack of the 1/2-size panels and make do. Ugh.

Detail of roof damage
Thanks, Comcast!

At least I can order the ridge cap in singles. If I cut away the damaged part and cut an overlapping repair piece, I can get away with buying only one or two of them.

It will be a good time to inspect and fix any problems with the underlayment and drip edges.

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Tiny is Home

We got the Tiny House moved onto the property, but not without a hiccup.

Pickup Truck and Tiny House
The truck drops off Tiny

Remember how I’ve been trying to get Comcast to raise their damn wire?

They never did.

As a result, it scraped along the roof and ripped up part of it. This plus the damage incurred at storage–a twin to the guy who never figured out how to drive his truck around a corner–and I have some work to do.

Looks like I’ll also have to replace some of the drip edges and fascia. Awesome.

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Wire is still hanging low

Long, long overdue update: AT&T fixed their wire and it is up to code, but now the low hanging wire belongs to XFinity/Comcast and despite numerous calls, they refuse to do anything to correct it.

Well, strike that. They are bumbling idiots, so they have no problem sending out a crew to the wrong address. Or saying they can’t help me because there’s no service at the actual address. Or getting the name of the street completely wrong.

Typical interaction with Comcast Low Hanging Wire Support

Comcast: Hello Comcast, how can I help you?
Me: Yes, I’d like to report a low-hanging wire at 100 Apple Pie Way
C: (tap tap tap) I see here your home address is 1545 Elaine Rd, is that where the wire is?
M: No, that’s my old address. The wire is hanging across the driveway at 100 Apple Pie Way, which is a property I own.
C: (tap tap tap) Are you saying you don’t have service at 100 Apple Pie Way? We don’t provide service to that address.
M: Yes, I understand. Your wire is suspended over my driveway and it is sagging low.
C: Okay, got it. We’ll send out a crew.
M: Thank you

(A few hours later)

Comcast Tech: Hello, this is Comcast Tech
Me: Hey, what’s up?
CT: I got a ticket about a low wire as 1545 Elaine Road, and none of the wires around here are low hanging.
M: Yeah, that’s because the wire is at 100 Apple Pie Way.
CT: Ah. okay. That’s outside my area, so I’ll cancel this ticket and you’ll need to call and have them open a ticket for the other address.

(Sounds of head banging into the wall)

The low hanging Comcast wire is attached above the other wire on the pole, but because it has way too much slack, it is draping below the AT&T wire.

Image of the two data wires coming off the telephone pole, with the low hanging wire actually being the high wire
Comcast wire hanging low

There are a few things I can try doing, but in the meantime I’ve let this thing go on far too long, so I need to get going, as it were. The concern is once I get the tiny house on the property, if I need to leave for any reason (an impending hurricane is a pretty good reason), the low-hanging wire will be an impediment to GTFO quickly.

Complaining to the PUC is still an option and I should probably follow up on it, but in the meantime, I need to get Tiny down here and parked.

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Privatization and Low-Hanging Wires

The dirt guy can’t get his trucks onto my property in order to deliver the dirt because the trucks won’t fit under the wires.

It turns out the telephone wire hangs too low over the driveway. I estimated it is about 10′ above the driveway, and code is 15′. Even the tiny house wouldn’t fit (it is 13’6″).

Before I purchased the property, there was no driveway so it is understandable why it was never noticed or corrected.

Showing low-hanging wires too low over the driveway

I called 311 (city services). They inform me the city doesn’t own telephone poles, thus thanks to the magic of privatization, they cannot help me. They suggest contacting either Centerpoint (who own the poles) or AT&T (owners of the data wires), or both.

Centerpoint: get lost, pal

Warning, touching wires will kill you and hurt the whole time you're dying

Centerpoint tells me the wires on top of the pole are power and they maintain them. The lower wires don’t belong to them (that part of the pole is leased to other companies), so they aren’t responsible. So sad, too bad.

Telephone poles are divided into zones, with the higher the zone, the more dangerous the wire. Wires on the very top carry the most voltage, and wires on the bottom carry the least.

Nevertheless, it isn’t advisable to go around playing with any wires: the wrong voltage can kill you.

AT&T – Cower Before Us

AI-Generated: poorly-maintained telephone poles and tangled wires

The lower wires are the ones blocking my access, which means telecom. Upon calling AT&T (motto: “We make it hard so you’ll stop bothering us!”) the automated phone system helpfully suggests using their website “for faster service”.

Going to the page, I’m unable to do anything as the problem reporting tool assumes you are a customer, and keeps asking for my account number.

Back to the phones!

After being on hold for a while, it takes three transfers to get me to the right person. Each time I have to explain that I’m not a customer, my property is not a building, and this is about not about downed lines.

Finally, I get to the right person, explain the situation and they tell me they’ll send out a repair tech.

A month later and the work is still not done so I call again. The tech calls me the next morning saying he’s at the site, can verify the lines are sagging. He can’t raise them high enough because the telephone pole is leaning. You know, the pole they don’t own and have no control over. He says he’ll tighten the line and try to get Centerpoint to come fix their pole. I’m not going to hold by breath.

Try the PUC?

In desperation, I search for a solution online and discover there is actually a state Public Utilities Commission! The point me to the City’s Administration and Public Affairs department. There isn’t a formal complaint procedure (‘contact the utility and then contact APA if you aren’t satisfied’), so I follow the state PUC’s procedure:

  1. Try to resolve the problem with the utility
    • Document when, with whom, discussion notes and outcome of the call.
  2. After a sufficient time passes days (undefined, but I assume 20), contact the PUC
  3. If the complaint is legit and documentation indicates a good-faith effort to resolve, the PUC will contact the company.
  4. The company has 15 days to respond to the PUC.
  5. The PUC will investigate and determine if there was any legal malfeasance.
  6. If the company is at fault, fines will be assessed.

Step 1 – contact AT&T (again)

The last time I contacted AT&T was over a month before, so I contacted them again, documented who I spoke with, the date and time, and took notes about what was said.

Step 2 – wait

The clock starts and I make note of when I need to verify the work still isn’t done. A week before the deadline, I check the site and discover they finally fixed the wire!

Wires shown at proper distance above the driveway

Lessons Learned

Privatization has not resulted in lower prices and/or better service. It has resulted in higher prices and 💩 service. But freedom, I guess, whatever.

Next time, I’ll follow the PUC procedures, stay on top of it and hopefully that will result in a faster fix. All told, it took about 18 months to get this resolved.