I think you're exactly write about the problem being in their systems.

Actually, we compared the cost and AT&T's service was $2 less than Insight's 10.0 service. Plus, they offer bundled packages that bring the cost down. I think you should check their prices again.

From Insight's CEO:

Dear Ms. Hammerbeck,

I am terribly sorry to hear about the difficulty you are having with our service. I am traveling today and was unable to respond directly to you until now. However, I have already forwarded your comment to one of our most senior people in Louisville to review the situation, contact you, and get this resolved once and for all.

Obviously, we have fallen very short of our deep desire to provide great customer service to you and your neighbors. My comments at UofL were about what we're striving to do, not what we have already accomplished. I am deeply sorry that you have to endure this.

I have a policy of only publishing comments that are germane to the topics discussed AND do not reflect individual service issues. Since your comment was indeed germane to the subject, I have decided to leave it published, even though it is about a specific service issue. I hope we can get this resolved so you won't have to write this type of comment in the future. You also can always write to me directly, at this address, where I will receive your message more quickly than if you post.

I also want to thank you for letting me know this and giving me the opportunity to step in to help get it resolved. We will work very hard to restore your confidence in us."

I've had two calls from Insight today, but still no definitive answers.

I have also been having problems with Insight. They came once and said nothing was wrong (of course, it got on the internet right away when they were there). It kept doing it-either not getting on the internet at all or being really slow-so I called them and they came out again this past Sunday. And, yes, this technician did blame it on the router. I will admit, however, that since the modem is connected directly to the computer and not to the router, I haven't had any more problems. I ordered a new router; we'll see what happens when I try to connect to it.

I called and spoke with a tech supervisor today (because, of course, the tech supervisor that was supposed to call me on Monday never did) and he agreed to give me the 20.0 upgrade for free for one month while they "correct this problem".  I emphasized over and over how we were not the only ones in the area with the problem and that at least 4 of my neighbors were having difficulties.  He actually seemed to care and assured me that an area supervisor would be in touch with me and that the problem will be repaired.  We shall see this evening if the 20.0 makes a difference.