Hey Comcast: VoIP services are not just about the backbone

Ted Wallingford over at The VoIP Weblog has some choice comments on Comcast's announcement that it will use Level3's network as a backbone provider to deploy VoIP services.

Ted doesn't seem to be all that upbeat about Level 3's success record in the VoIP provisioning business. That's Ted's opinion.

But when Ted talks with more than a little sarcasm about "Comcast's amazing history of absolutely incredible customer service and technical expertise (NOT)" that's Ted's opinion AND mine.

One problem with Comcast is that in an effort to control service outlays, they've deployed a customer-service apparatus that is hundreds if not thousands of miles from their technical-service apparatus. And in some cases, not even Comcast-operated.

I hate to turn myself into a focus group of one here, but back in March, it took more than 15 phone calls to Comcast customer service in Winnepeg, or Saskatoon, or wherever (hundreds of miles from an actual Comcast system) to get the then newly merged yours truly-X-chromosomal unit account straight.

Couple of more service crashes here in the Portland, Oregon area- no such acknowledgements in Nunavut-sorry, Winnepeg.

Then on June 6, a very efficient and thoroughly professional Comcast installer fixed our cable line into the house. Packets were dropping like dandruff off an itchy scalp. He said a separate crew would come out and bury it within 10 days.

And yesterday, July 30, the X-chromosomal unit saw a squirrel going "mmm" at the sight of the still unburied cable.

Level 3 and Comcast may work well together, but what matters is in-the-field execution. If Comcast's VoIP executes like that, at the prices they are charging, there will be some issues.