Internet snag hits Comcast customers

A network problem that cable giant Comcast is having trouble fixing has resulted in disrupted service for some of its 7 million high-speed Internet customers across the country, including more than 400,000 in Washington state.

Comcast spokesman Steve Kipp last night couldn't say when engineers would have the problem solved. The problem, involving Comcast computers that help users find Web pages, started last Thursday and has occurred intermittently since. It is also affecting e-mail service.

Kipp acknowledged it is a significant issue but said not all customers are affected. Still, a recording on Comcast's customer-service lines advised callers last night that the company was experiencing a higher volume of calls than normal, and that a "global situation" with its high-speed Internet service "may prevent your ability to access Web pages."

Kipp declined to make any blanket statement about crediting inconvenienced customers. "We will deal with customers when they call us and work with each individual," he said.

Comcast's customer-service number is 877-824-2288.