Comcast@Home support is completely screwing up my installation.
Michael
I moved about 10 miles (within the same cable area) on September 1st.
In my old place the cablemodem worked fine without a problem. I
called Comcast up and told them I was moving and that I wanted to
transfer my service over there.
Well I new things weren't going to go well when the technician shows
up and brings his own modem since I own one already (RCA). He was told
it was a new account. Anyway after about 3 hours and many calls to
local, Tier-1 and Tier-2 support the guy thought everything was ok. He
told me to give it about an hour for the signal to propagate down the
network and I'd be up and running.
Well 2 hours pass and nothing's happening so I called support and was
told I needed a technician to come out. I told them a technician was
here about 2 hours ago, but they said I needed another one that
specialized in the @Home service. This technician would have
equiptment to test my modem, line , ect, so I scheduled an appointment
and took off work early that day to wait for them (9/5).
They show up and take one look at my modem which is flashing the
"connecting" light and ask "Why are we here? This isn't something we
can fix on this end." I told them the guy on support told me
technicians have fancy equiptment that can figure out what's wrong and
they had no idea what I was talking about. Anyway since they're here
they do some calls and determine that I'm provisioned on the wrong
node. They tell me to call Comcast@Home's support line and tell them
they need to switch me to the correct node. I do this and am told
everything should be working in a day or 2.
Two days later I call back. I get a new support person who I must
explain the whole scenario to. He says I need a technician to come
out. I hang up and call back and explain the scenario to another
support person. This one appears to be a lot more competent than any
of the others and says that the prior support guy who issued the
activation call completely screwed it up (I was configured for
Philadelphia when I live in NJ) and he would redo it. He told me he
could do it himself but the customer database was down so he'd have it
done the on Monday the 10th. He also tells me that support people
have software that can tell you exactly what node your modem is trying
to log into no matter where it's plugged in on Comcast's network, but
that it wasn't working that day.
9/10: Still nothing I call up and something else is screwed up and
they're still working on it. Same with 9/11.
9/12: The provisioning is finished I'm told, but my modem still will
not lock. The person says my modem will have to be completely
reprovisioned and tells me I'll be up and running on 9/13.
9/13: Still nothing.
9/14: Called twice because first person didn't even do anything other
that say I should have a technician sent out. I mentioned why not
check to see where my modem was trying to log into and he said that's
not possible. I told him a prior support guy said it was and he said
it was not. I also mentioned a technician was already out here and
that they told me that when the "connecting" light is flashing its not
a problem on this end to which the guy replied according to what he
was told a flashing "connecting" light means somethings wrong with the
modem. Well my modem documentation says the complete opposite so I
wish him a good day, hangup and call back again.
I get another tech person (I wish I could get one guy I could talk to
all the time). This guy attempts to run some tests and talks to some
engineering guys and finally decides I need a technician. I ask him
if he can check the status of my modem and he says he doesn't have the
tools to do that so I ask to be transfered to Tier-2 support which he
reluctantly does.
Tier-2 tells me that the server which responds to my modem's request
for connection isn't doesn't have my modem as an authorized modem and
would refuse the connection. He sets this up and says he'll call back
in an hour to see if it worked. 2 hours later he does call back and
it still does not work. He says the problem must be with either my
modem or the lines so he says he'll write an email to a technician who
will call me so we can schedule an appointment. My modem worked before
I moved and I was told the line quality was excellent (at least it was
prior to 9/12 - when suddenly my signal became degraded) so I don't
see how it could be either of these things.
In the meantime a regular cable technician came out on 9/14 and
determined that the signal coming into my street corner node is lousy
and something must have happened between the office and that node and
that a wire guy had to come out and look under the stream or something
like that since all the wiring is underground in my area).
So far no one has called.
So here I sit, 15 days after my cablemodem was installed with 3 lights
still blinking on my modem just as they were on 9/1. At this point I
have little hope that they will ever find out what the problem is
since apparently there are 3 seperate entities all acting under the
Comcast@Home name (local Ex-Suburban Cable, Tier-1 Comcast@Home and
Teir-2 @Home) and apparently they don't talk to each other.
Also of interest, today a neighbor of mine attempted to get
Comcast@Home hooked up in her house and it didn't work there either.
I don't see what is so hard in figuring out if my modem is attempting
to contact the service or not and if so which node it's contacting.
Unfortunately no one I talk to seems to know what's going on or why.
Unfortunately DSL isn't offered near me and the best dialup speed I
can get at my new place is 26400.
Anyone have any problems like this? What's the best way to get my
cablemodem up and running at this point?
nob...@nowhere.net
>
>Anyone have any problems like this? What's the best way to get my
>cablemodem up and running at this point?
My Comcrap@Hole service was a mirror image of yours. Gross
incompetence, uncaring people, no return phone calls, screwed up
trouble tickets.....so, I fired them.
Luckily, in Charleston (SC), there's Knology, a smaller, better
managed cable company that has its OWN internet service. I'm sorry
you can't get one like Knology in your area. Maybe some day....(c;
All the Comcrappers have the same troubles, here.
I always like the look on their faces when they told me nothing was
wrong with anything on their system.....and I handed them a PRINTOUT
of their secret "Matrix" monitoring system of all the subs in my
neighborhood showing we ALL had the same signal loss problems, poor
connectivity and awful packet losses with hours of no service at all.
It's kinda hard to dispute the company's OWN monitoring software the
subs aren't supposed to know anything about, upon penalty of
death....(c;
James Knott
modem was working.
Michael wrote:
> ...and tech support isn't so hot either.
>
> I moved about 10 miles (within the same cable area) on September 1st.
> In my old place the cablemodem worked fine without a problem. I
> called Comcast up and told them I was moving and that I wanted to
> transfer my service over there.
>
--
Please remember the September 11th victims and their families. Make a
donation to a charity.
To reply to this message, replace everything to the left of "@" with
james.knott.
Dan Calhoun
I added to my favorite's menu that gave a signal strength breakdown, my up
and down times for 15 days. I used this info to get a refund on my July
Service, because it was down more than it was up... I know he used my modem
serial number as user but I didn't catch the password one needs to access
the page.
Which probably a good reason because if most people knew that their network
just craps out often there would be a lot of refunds.
It seems that you will not find a customer or consumer number on there bill
for good reason too...
Question what are you using to do this testing? what is the URL?????????
<nob...@nowhere.net> wrote in message
news:3ba37ac...@isp-east.usenetserver.com...
nob...@nowhere.net
wrote:
>I'm having the same issue,I had a tech come out he accessed a web page which
>I added to my favorite's menu that gave a signal strength breakdown, my up
>and down times for 15 days. I used this info to get a refund on my July
>Service, because it was down more than it was up... I know he used my modem
>serial number as user but I didn't catch the password one needs to access
>the page.
>Which probably a good reason because if most people knew that their network
>just craps out often there would be a lot of refunds.
>It seems that you will not find a customer or consumer number on there bill
>for good reason too...
>
>Question what are you using to do this testing? what is the URL?????????
>
I never got the username and PW. He left the browser running and
didn't close it before leaving. I had access until the system dumped
me at midnight. Matrix stores all modems on @Hole for 7 days and that
was all the data I printed out. I still have it around here,
somewhere. The URL won't do you any good. They change the pw, often,
I'm told. I don't have it any more.
com...@hole.indeed.sucks.net
days, died, took another week to get the modem to lock and 3 weeks to
convince these idiots that I was not in the right subnet. This was with
daily and sometimes twice daily phone calls.
The best thing you can do is try, like some people have here, to get some
evidence of your own and then keep calling until you finally get someone
other than the trained chimps who can understand what you are saying.
Michael <mjk...@yahoo.com> wrote:
: ...and tech support isn't so hot either.