dennis's dashboard

Redbird555,

Please send me the phone number on your account and your speed logs so that I can get this into the right hands for resolution.

Thank you and I apologize for the inconvenience.

Mark C.
Comcast Corp.
We_Can_Help@cable.comcast.com – ComcastCares1, on July 30, 2008 05:25

Conal,

I am sorry again for the experience. I have reached out to my contacts from your area and they will be in contact with you tomorrow.

Mark C.
Comcast Corp.
We_Can_Help@cable.comcast.com

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.

I have had intermittent connections with Comcast as well. In reply to my emails about this issue, I get the following:

"I understand you have a connection issue. I'll be happy to provide you
with some information about powerboost I hope you will find helpful.

PowerBoost is a value added feature offered at no additional cost to
Comcast customers who subscribe to the 6 (Performance) or 8 (Performance
Plus) Mbps download speed tiers. PowerBoost is a network speed
enhancement, created by Comcast, that temporarily provides bursts of
download speed well above the provisioned 6 or 8 Mbps download speeds
for the first 10 MB and 20 MB of a large file download, respectively.
It then reverts to your provisioned speed for the remainder of the
download. PowerBoost is not something you need to manually initiate."

This is ridiculous! If I could find another provider, I would do it in a heart beat. The first reply was helpful, and I performed all the isolation techniques possible, only to get the same intermittent connection with the computer and modem only. I send specific times and speeds, or lack of speeds, and get the response above. I guess I have to call, email, again, again, and again, as I have few options.

This type of trouble will vary from individual to individual. It could be a problem with the home network, router, computer, wiring, splitter, node. This needs to be fully checked out by technicians. It is also best to provide any information regarding times of trouble (i.e. if it happens when it rains there is probably something with the exterior wiring). If anyone would like assistance in fixing trouble such as this, please email us and we will work to get it resolved. Include detail description of the trouble and when you are experiencing it.

Thank you for the opportunity to assist.

Frank Eliason
Comcast
@ComcastCares on Twitter
We_Can_Help@cable.comcast.com

Does anyone know whether Comcast is able to solve this problem? When I call them, it is as if they have never heard of any connectivity problem. This is outrageous --- considering that the service is not cheap. Can we think of a way to make them resolve it -- by applying financial pressure? I am one day away from cancelling my service and having my neighbors do the same.

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 had comcast service come out for a visit last saturday. it turned out that the problem was poor quality coax. the comcast tech upgraded coax from the splitter on the outside of the house to the wall jack used for the modem, and i have not observed any loss of connection since. also, he replaced the splitter on the outside with from the existing "lower quality" RCA splitter to whatever brand is typical for comcast installations now. so, i think that in this situation comcast service came through pretty well. i have also been playing phone-tag with the exec office with the followup call, so their post-visit protocol seems alright also. unfortunately, it turns out it was probably not the older toshiba modem being the problem afterall, but at least now i do have a much more up2date motorola surfboard modem ... oh, and when i do get through to the exec office, the service visit charge will be waived, so that's an added piece of customer satisfaction ...
good luck to all of you who may still be experiencing problems/issues!!!

The next time I talked to a Comcast tech he said it must be an anti-virus problem with my F-Secure system, and he had me turn it off. The computer worked for a few hours, and then I experienced a new round of network resets.

I turned my anti-virus back on and the system didn't behave any better or worse.

I'm thinking of switching to a new ISP...

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

This is a problem that I am having too... I just replaced my cable-modem today figuring that the problem would be resolved.

After about two hours later, the same exact thing happened, and I have to either powercycle the modem, and sometimes even restart the computer multiple times. Needless to say, this has become not only extremely frustrating, but also a great expense of time and effort as well.

I've been trying to fight my own feelings about the battle between Qwest and comcast for worst company. The best answer I could come up with is that at least Qwest didn't make me sit on hold for 30-45 minutes. Qwest also had a better track record for ACTUALLY fixing any problems I had. Neither are companies I'll use again though. – SpicyLemon, on July 18, 2008 16:34

I've been trying to fight my own feelings about the battle between Qwest and comcast for worst company. The best answer I could come up with is that at least Qwest didn't make me sit on hold for 30-45 minutes. Qwest also had a better track record for ACTUALLY fixing any problems I had. Neither are companies I'll use again though. – SpicyLemon, on July 18, 2008 16:34

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

Conal,

Let me look into this for you. Will you please send me the phone number associated with the account?

Sorry for your troubles.

Mark C.
Comcast Corp.
We_Can_Help@cable.comcast.com

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.

so far, comcast has been pretty helpful via this website mechanism. i presently have a service visit scheduled for saturday morning. we will see how well that goes and what findings will arise. the "noise floor" concept sounds pretty discouraging (but in all fairness, if it is indeed an issue, it would be a systemic problem not necessarily fully under control by comcast as an organization). i already do have an alternative provider/service (in particular, in the form of verizon/fairpoint) standing at the ready just in case i don't regain a warm/fuzzy feeling following the comcast visit on saturday. – dennis, on July 17, 2008 14:01

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