dyno dan <lo...@is.important> wrote:
> Modem lights are all off except power.
> Unplug modem from wall, count to 10, plug in.
> Still nothing after a few minutes.
> Repeat.
> Still nothing after a few minutes.
> Call Comcast service number....
When I've reset the cable modem, it has taken a LOT longer than a few
minutes. More like 20 minutes before the reset starts, and another 10+
minutes to walk through all the setup process with the LEDs getting to
their normal state. Takes time to reset the cable modem, and then to
get them to resend the config data (provisioning).
I don't bother unplugging the power from the cable modem, especially
since mine has a backup battery, so it won't lose power for several
hours after removing the power cord. Instead I use a unbent paper clip
to push the Reset button in a recess on the back of the cable modem.
Press just momentarily. If you press for more than 10 seconds, you can
also lose the config data, and have to call in to get your modem
re-provisioned.
The cable modem can support a speed that is faster than what you paid
for in your service tier. The cable modem has to get configured for
your account with them, like how many channels to bind to build up the
speed provided in your service tier. The modem also has to negotiate
with their DHCP server to get a WAN-side IP address assigned to the
cable modem.
"A few minutes" seems far too short for the cable modem to get setup
fully. I use the Reset button on the cable modem, and then go watch
some TV (if the outage doesn't include TV service; else, watch some
recorded movies), go make a pot of coffee, check the postal mailbox,
have a meal, etc.
> ...
> She tells me to "unplug your modem and wait 10 seconds before plugging
> it back in." I tell her that has been done, twice. She says I have
> to do it again. ...
When I tell them everything I did, they ignore all that. It's not part
of their canned response database. Just pretend you did it. Say
nothing for 5 minutes, and tell her it's done. You're not getting past
the 1st-level tech on the phone call until they get through their spiel
of canned responses, and then you have to mention the word "escalate" to
get the call escalated to a 2nd- or 3rd-tier tech.
> She then says that she is going to send a "strong signal" to my modem
> to see if that will fix it. ...
More likely she cannot change the strength of the call, so she lied to
you, and instead re-provisioned the modem.
I installed their Android app which can tell me if there is an outage in
my area. Obviously with the cable modem down, you can't use it to check
their website for outages.
> Finally she said she would initiate a service call, and a tech would
> be here the next afternoon. Great. ...
>
> In less than two hours, the modem lights all came back on and ethernet
> and telephone both worked. ...
>
> When the system came up, there was one email about "we are aware of an
> outage in your area..." Yeah, that's useful when the outage prevents
> you from receiving emails.
> ...
Obviously an outage is going to prevent you from getting e-mails, do the
web, or anything else with a service that is down. You don't have a
smartphone, and it doesn't have an e-mail client on it? Your cable
modem is not the only avenue to reach their e-mail service.
BTW, as they go through any spam spiel, I hum the tune from the Jeopardy
game show (
https://www.youtube.com/watch?v=0Wi8Fv0AJA4) to step atop
whatever they're saying.