conal's dashboard

The problem is with Comcast. This sounds like almost the exact same problem as I had before I ditched 'consumer grade' and went with business class. Escalate the issue with them. Do not let them think its resolved... get them to work on it.

I have also dropped all my items and when I attempt to pick up an item at a spot where I've checked in the app asks me to select an item to drop... and, well, there isn't one. Is there a way to get items again? This has happened at more than one spot.

@copaman if your not tied to CaTV, I'd strongly suggest Comcast Business:

Melanie Laing
Inside Sales-Account Executive
Comcast Business Services
Phone (612) 460-3472
Support (952) 285-2324
Melanie_Laing@cable.comcast.com

Tell her I sent you.

We've had insignificant issues since we've moved "over" to this service and the techs/customer service is MUCH MUCH MUCH better.

YMMV but probably not by much.

I've still had problems and have moved my HSI to Business Class. So far so good. My phone woes are overwelming. We are moving our Digital Voice to Business Class also.

CaTV has been underwelming. Channel One is not ready for prime time so we dumped the box and seem to have good service now that we don't have to interact with the network with Channel One on demand.

The escallations group I have been working with are friendly and seemingly wanting to help, but I moved to Biz Class after it was determined that there wasn't much more they could do. Seems opinions are like... elbows (everybody has one) and don't talk to too many CSRs when I call in when I have issues when I know the escallations group isn't open (after hours).

Pretty much not willing to move my services to Qwest. So I am between a rock and a hard place. My home doesn't qualify for anything over 1.5Mbit with Qwest... but may move to it if it is solid.

I am told that there is better equipment with Biz Class so we have moved. Like I've said above, HSI has had no real problems since I've made the jump... been about a week now.

We'll see. Home phone service we can live without, but not without internet connectivity.

I feel your pain... but remember it is a problem and you are paying good money for the service. They can and should help with no charges and no "protection plan" to get you through the issues.

Follow-up: Past weeks have been interesting. I've gotten a little response to my problems... around 5 different modems and as many techs out to the home. At one point I had two modems, one for my VOIP, which seemed to work OK for VOIP but had a bunk modem for internet.

I bought a new router (switch) at one CSRs request setting me back a couple hundred. And I just returned a Hawking Technology Broadband Booster... which really didn't do anything except flash its LEDs at me.

Recently I went "all in" with video, phone and internet... I know I'm crazy... in an attempt to replicate. I now have a dedicated modem for Digital Voice and another for internet. All seems to work OK at the moment. Couldn't get the promotion on the internet, but did with video and telephone and was quoted $120/month including fees for a year. We'll see if that really is the case. I will not go through and B as in B! S as in S! with billing. Period. I'll just pull the plug on everything.

I now need to call my escalation rep and see what Comcast is going compensate for the couple/few months that I have had these problems.

Hope you all were having luck with your issues.

I too had one of their attack dogs tonight calling to "confirm" an appointment another CSR set up (would have been the 3rd). The CSR who set it up promised that it would not be a charge, but guy tonight promised there would be.

Basically what it boils down to is this guy said it was me and it was all in my head... well, by proxy in my wife's head as well. I bought a new switch (Airport Extreme w/gigabit switch) as one CSR suggested. I swapped out *all* cat5 with fresh store bought. Got another new modem (Moto Surfboard this time) swapped in.

I can replicate these issues even when plugged into modem and NOTHING ELSE.

This guy didn't even let me talk tonight... just attacked (in a very polite CSR way) and defended Comcast to the "t"... stating that it was whatever I tried and literally waiting for me to say anything and saying that was wrong and that was it.

Being disjointed, but I am still PISSED OFF. No matter what I try there are problems and Comcast is UNWILLING to go any further and help solve these issues. Just unbelievable... in't there anyone who can figure this out or do they sick these folks on you to convince you that you will be charged??? And that it is your fault. Wow! There's some customer service for ya.

I see that Comcast has marked this tread with "The company says this answers the question". Great! Question is answered, but what about helping with restoring the service???

Two thumbs down for the handling of this.

Called the other day and the CSR told me that the open network ticket I had was closed out and all was well. I called again and was told that it was in monitoring status.

This is a classic sign of Right Hand Left Hand syndrome... where the right hand has no earlthly idea what the left is up to. These CSRs all think that they have *the* answer... and spread dis-information like a virus.

I have already signed up with another ISP so for a little while I will have two. My business relies on a reliable net connection.

Maybe Comcast will get their $hit together soon. Chances are...

And that Cory (x7807) fellow who called me last week with all good intentions of following up with me this week... didn't. Go figure.

I am *not* convinced that swapping out the modem is the answer here, and it has been suggested by a CSR already in my case as well. Cable modems are hard for a CSR to troubleshoot so they are more apt to blame it as a catch-all and suggest that you swap it out. What is really mind-boggling is that no matter who (CSRs) you talk to, they seem to have their own opinion of what is going on and, of course, they are an expert. – conal, on July 19, 2008 03:50

I am *not* convinced that swapping out the modem is the answer here, and it has been suggested by a CSR already in my case as well. Cable modems are hard for a CSR to troubleshoot so they are more apt to blame it as a catch-all and suggest that you swap it out. What is really mind-boggling is that no matter who (CSRs) you talk to, they seem to have their own opinion of what is going on and, of course, they are an expert. – conal, on July 19, 2008 03:50

To get on your (and folks like you) nerves. It is all propaganda.

I can't believe that people believe the mis-information that O'Reilly (and the rest) spew.

A simple Google search produces: Rep. Keith Ellison of Minnesota was sworn in on the Q'uran.

Seriously people... please stop being SHEEP and think for yourselves. Stop listening to these folks who fill your head with such worthless dis-information. Take a news fast and do something positive for a change, but do not propagate the spew you hear on the radio (or the TV).

Hi Mark,

I did send my information to We_Can_Help@cable.comcast.com. Received a call from Cory this afternoon at 3:40PM today and actually got a network ticket number to reference.

Now we wait and see if LMC can isolate and fix this problem.

Thanks a bunch for responding. – conal, on July 17, 2008 23:56

UPDATE: Called back to get someone else today and they *did* see that I still had an open trouble ticket with the LMC group, but had no other information.

At least it isn't in "the system" as resolved.

Will update when more is known.

I too have an alternate in mind, however I really don't like the idea of changing providers. Comcast *should* be able to remedy this problem. A friend, who lives only a few blocks from me has Comcast Business service to his home and does not have these issues, so I know things can be better... but that is in the neighborhood of $120/month.

I have had these similar issues since about mid-June and have formally opened a ticket this past Monday (7-14-2008) and had a tech come out to the house in order to find everything OK. He did, however, find there was some issue outside on the pole at the tap that "wasn't tightened and the top end was just going away."

I also have (had?!) a ticket in with LMC (The LMC is the Network Dispatch team) because they noticed that "noise floor has been jumping. That would explain his intermittent surf." and "it may take awhile before it’s resolved. They can only track it when it’s happening." I called on Tuesday (7-14-2008) and had the CSR check things out as the outage started at 4:38PM. The CSR told me that he did make note and sent it over to LMC.

I called last night around 9PM, spent one full hour on the line with the happy on hold muzak and THE SAME ANNOUNCEMENTS only to be told that there were no open tickets for my account. Wow. I was not sure what to say other than A) that this person was not able to find it or B) Comcast once again didn't check with the customer (who would be forking over a nice bit of coin yearly for this service) to make sure all things were happy.

I also tried their online customer support from their support website only to be told that I would have to contact LMC myself. And ended the chat. Very cool. I did fill out their little survey at the end, but am pretty sure that nothing will become of that as when I have filled these surveys out in the past for similar problems (yeah, this is not my first problem with the mighty Comcast) nothing has changed.

So maybe this Marc C. fellow can help, couldn't hurt (well, one really never knows). Not sure what to do. Qwest is not really an option as their "customer service" is a joke also and the little ISPs all get their lines from Qwerst... Comcast is the lesser (just by a hair) of the two evils and we have no other choices.

Good luck with your communication with Comcast, may there be some resolution(s)!

Conal G.
Minneapolis, MN