Loading Profile...
Comcast cable Internet service has highly variable connection speed.
We are signed up for 6Mbps service in San Francisco. We had a great experience with installation and initial performance. Lately, however, our connection has been sluggish on and off. When we called customer service, we were told that it looked fine, and since we had no warning lights on the cable modem, there was nothing Comcast could do. Frustrating response.
Side note: Periodically, my husband FTPs large video files to clients (he is a video producer) - but in theory, that is not a peer-to-peer service and should not trigger the same DOS attacks that Comcast is perping elsewhere. Or would it?
Side note: Periodically, my husband FTPs large video files to clients (he is a video producer) - but in theory, that is not a peer-to-peer service and should not trigger the same DOS attacks that Comcast is perping elsewhere. Or would it?
I’m perplexed
4
people have this problem
I have this problem, too!
Tell me when someone solves it.
The more people who report this problem, the more it gets noticed.
The more people who report this problem, the more it gets noticed.
The best solutions from everyone
-
I can't believe the response I've gotten in the past 12 hours....I received this email from Comcast HQ (names removed to protect their staff):
---------
Ms. Herron,
On behalf of Comcast I want to apologize for the difficulties that you have experienced. It would appear from your latest entry that everything is working at this time. I will be asking one of my contacts in your area to call you in the morning to make sure everything has been addressed.
I do want to thank you for the positive feedback on your video blog regarding some of our technicians and support personnel. I will see that those individuals are recognized for their assistance.
If you need any assistance, please feel free to contact me.
---------
I ALSO received a very nice message from Comcast on my voicemail, and the bucket truck came back. See video:
POWER TO THE PEOPLE! I'm loving social media right now.
I’m happy to get attention
3 people say
this solves the problem
-
After about two weeks of mostly-off connectivity, this finally APPEARS resolved. Literally eight appointments held. Although perhaps there were multiple issues with our just-four-months-old service - modem was swapped out twice; splitter outside house was replaced; modem was reset multiple times from the network side; etc. - it appears that the real culprit was the sagging bunch of wires on the pole. Recent bad weather exacerbated the problem so that AT&T's wires on the pole were scraping up against the Comcast wires to ill effect. Did it really take eight home visits to find this problem out on the telephone pole?
Interestingly, I have learned in the course of this that there are multiple orgs performing service work for Comcast - telephone team, inside service team, contractors, and network service team. The network guys provide unacceptable service - a work order was reported as closed last Friday when I know that they never showed up to do the work on the pole; and work on the pole rescheduled for this Monday didn't happen until today (Thursday).
The inside service team, on the other hand, ROCKS. Multiple service staff gave us their personal mobile numbers so that we could contact them if things weren't working after their visit. (And yes, we called them and they answered.) Those same inside service staff were the ones who looked pretty annoyed by the network team failing to make the needed repairs, and were the ones rescheduling the network team work for us again and again. Kudos to those guys for being so diligent in working to fix our problem. Because of them, we'll be keeping the service despite the issues this month.
More on video.
Part I:
Part II:
I’m just happy this might be over
3 people say
this solves the problem
Create a customer community for your own organization
Plans starting at $19/month
-
Inappropriate?looks like Comcast's new data discrimination practices are starting to hurt more people...
I could be wrong but eventually the EFF (a non-profit) will release software to test whether Comcast is tampering with your data connection:
http://www.eff.org/testyourisp
(as a side note, AT&T also plans to follow in Comcast's footsteps)
1 person says
this solves the problem
-
Inappropriate?Yes, it looks like they have a duct-tape way to sniff it out now as well, though likely to difficult for most consumers to do. You'd have to do it while the connection was slow in order to catch them in the act. Also, I suspect (only skimmed the white paper, didn't have time to try the steps) it might be tough to apply when you have multiple computers hooked up to a home network.
How sad that this is being seen as a precedent by other ISPs.
I’m disappointed
-
Inappropriate?Check out broadbandreports.com. E.g. does http://192.168.100.1/RgEventLog.asp show many errors per day?
Sometimes it's a readily solvable wiring problem. Sometimes it's comcast doing what chaostheory mentioned...
I've seen both. Comcast replaced my wiring and my connection went from sometimes slow and sometimes not working to always fast generic speed tests and sometimes interfered with P2P. I'm still pissed about the latter (and am assisting with the lawsuit) but replacing all my wiring with new RG6 helped a LOT with regular web browsing and scp, and I've enabled the encryption to get around comcast's BitTorrent packet forging. (google "comcast bittorrent" to find instructions)
I’m angry and frustrated but hopeful.
-
Inappropriate?After about two weeks of mostly-off connectivity, this finally APPEARS resolved. Literally eight appointments held. Although perhaps there were multiple issues with our just-four-months-old service - modem was swapped out twice; splitter outside house was replaced; modem was reset multiple times from the network side; etc. - it appears that the real culprit was the sagging bunch of wires on the pole. Recent bad weather exacerbated the problem so that AT&T's wires on the pole were scraping up against the Comcast wires to ill effect. Did it really take eight home visits to find this problem out on the telephone pole?
Interestingly, I have learned in the course of this that there are multiple orgs performing service work for Comcast - telephone team, inside service team, contractors, and network service team. The network guys provide unacceptable service - a work order was reported as closed last Friday when I know that they never showed up to do the work on the pole; and work on the pole rescheduled for this Monday didn't happen until today (Thursday).
The inside service team, on the other hand, ROCKS. Multiple service staff gave us their personal mobile numbers so that we could contact them if things weren't working after their visit. (And yes, we called them and they answered.) Those same inside service staff were the ones who looked pretty annoyed by the network team failing to make the needed repairs, and were the ones rescheduling the network team work for us again and again. Kudos to those guys for being so diligent in working to fix our problem. Because of them, we'll be keeping the service despite the issues this month.
More on video.
Part I:
Part II:
I’m just happy this might be over
3 people say
this solves the problem
-
Inappropriate?I can't believe the response I've gotten in the past 12 hours....I received this email from Comcast HQ (names removed to protect their staff):
---------
Ms. Herron,
On behalf of Comcast I want to apologize for the difficulties that you have experienced. It would appear from your latest entry that everything is working at this time. I will be asking one of my contacts in your area to call you in the morning to make sure everything has been addressed.
I do want to thank you for the positive feedback on your video blog regarding some of our technicians and support personnel. I will see that those individuals are recognized for their assistance.
If you need any assistance, please feel free to contact me.
---------
I ALSO received a very nice message from Comcast on my voicemail, and the bucket truck came back. See video:
POWER TO THE PEOPLE! I'm loving social media right now.
I’m happy to get attention
3 people say
this solves the problem
-
-
Inappropriate?Very insightful to learn about your contractors vs. employees experiences. Sounds like your experience was about par for the course. See ya 'round.
Interesting that it seems that they manage to fix it even if you don't get technical, but are very persistent.
I’m indifferent
1 person says
this solves the problem
