Royal Palm business owners: Comcast outages stifle sales

Business owners in the Royal Palm Beach Business Park off State Road 7 say repeated problems with their Comcast phone and internet service is impacting their ability to run their companies.

New York Times best-selling author, Hugh Howey, works on his laptop computer at his home in Jupiter, Florida on August 15, 2013. (Allen Eyestone/The Palm Beach Post)

New York Times best-selling author, Hugh Howey, works on his laptop computer at his home in Jupiter, Florida on August 15, 2013. (Allen Eyestone/The Palm Beach Post)

At least two business owners in the park say their Comcast service frequently goes down for hours at a time, leaving them unable to process orders or handle internet transactions.

Dana Hedrick with the Doll Factory said the problems started in October. The outages have also impacted sales at the company’s satellite store in Lake Worth, which processes credit card transactions and manages inventory electronically through computers set up at the Royal Palm Beach location.

“They are crippling me,” Hedrick said.

Mindy Kramer, Vice President of Public Relations for Comcast’s Florida region, said the company’s engineering team is working to resolve the issue, adding that technicians recently replaced a piece of equipment that may have been at the root of the problem.

Comcast’s engineering team has “been monitoring the devices in the business park as well as the node that feeds the signal to this area,” Kramer said.  “They also identified a piece of equipment in the headend (essentially the facility for receiving television signals for processing and distribution over our system) that may have been responsible for the intermittent service outages being experienced in this location.”

Since repairing the equipment, Kramer said the Comcast has seen “optimal signal levels” in the area.

“We will continue to monitor this to ensure service levels are consistent,” Kramer added.

Adrienne Dixon, co-owner of First Impressions Molds, which sells cake decorating supplies, said the company has used Comcast for several years, but started experiencing outages a few months ago.

“It has been very bad,” Dixon said. “We are an internet-based business. We have an online store. Any communication we have with our customers is online. Not having the ability to do that puts a huge crimp on us.”