Sent to Comcast ARGHHH!!!

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Tech

I am a certified computer technician with 20+ years of experience. After a month of losing my internet service (3 times while trying to order a new phone from my cell company) I finally decide to call and get a tech out here. The "Tech" on the phone tells me that my router is incompatible and I need a "Comcast Router" for just $14.95 a month and that for just $1.99 a month I get free service calls otherwise it's $25 for a service call. I told him that I was not using my router right now and I am STILL losing my signal AT THE MODEM! I can hardly use my Vonage because I spend most of my time saying "hello, hello" because I've lost my internet. God help me I just sent you folks $200. I believe that I am calling Verizon to see what my DSL options are. This lack of service is unacceptable.



PS I just called Comcast again and had to go through the whole script again!!

Tech
:mad:
 
thats bad. I got comcast basic cable + internet high speed.
and I have no home phone (good way to save money) Instead my whole family has cellphones from Vz! =D
 
Comcast has HORRRIBLE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! Tech Support.

My friend called them once to see if they could come and go to his house and see if he could get their internet. They said yes, and 3 months later my friend called back and said that they never came. They said that they will come shortly. 2 more months later he called back and said that this is horrible support, they said they are sorry and they will come shortly. It's been 5 months and they havn't came.

I called them 5 months ago to see if I could get their internet, they said they would check and call back. What do you know, its been 5 months and they havn't called back.

Also my grandma called to get rid of their service to switch to verizon, and its been a month and they havn't canceled her subscription, so verizon can't come until they get rid of it, yet they won't do it. I think my grandma will be taking comcast to court if they don't cancel, because she has asked many times.
 
So, all canadian customer service offices are in India where u can barely understand what the person is saying.
 
I work for the cable company here in Tampa.. I spent over a year in the field and now have a desk job (AC all day won me over), so I have both field and system experience when it comes to cable.. Any CSR/TECH who tries to tell you over your phone that your router doesn't work is full of beans. Even more interesting systems like Verizon's FIOS can be set up to work with an off the shelf router (albeit you lose some odd stuff like your on screen guide due to a system setup). Yes, sometimes we all have a router that is going bad and needs to be replaced, but the easiest way to determine if that is the issue is to just bypass it and see if the symptoms occur when you are directly connected to your cable modem.

If it's not an equipment issue 75-80% of the RF issues I've seen have to do with the return/transmit (ie your modem's upstream) levels being too HIGH. Yes the incoming signal may be ok but the amount of power the modem is using the punch it's way back out to the system will handicap you badly and often leave you with internet service that is intermittent at best.

I'm not sure how comcast books it's calls but here a customer can INSIST on an INHOUSE tech who have better tools to determine rf issues. If it's a contractor that does it, it's a crap shoot and most of them can only replace splitters/lines and swap equipment, NOT diagnose underlying RF issues.

Just my .02, good luck!
 
3 routers AND tried with direct connect to pc. It stays for a while and dies sooner or later but what you've said makes sense. My down is 30MB and up is about 2MB

Tech
 
I've heard horror stories about Comcast. Luckily I use Verizon DSL, mostly because I can't get cable where I am located. Not had many problems with Verizon.
 
i worked at comcast...lol
and yes they arent good service to employees and to customers lol

and yes if u were using phone service with comcast u have to have their hsi/phone modem in order to get dial tone or any service
even with vonage if ur using comcast internet u still need the comcast hsi/phone modem

if your losing internet service then the problem is at the tap or they just didnt set it up right
but seriously alot of techs bs just to make money and they do that because the company literally screws the contractors over thats why i quit T_T
 
Oh how I hate Comcast. Apparently, to run a simple line test to see if there's a problem with my internet or my router, they need both my social security number and my account number. If I'm calling from my house, I'm pretty sure its me on the other end, not some guy who wants to cause mischief by testing peoples internet.
 
Oh. I despise Comcast. I inherited them as one of the ISPs at our office. I get a call one day from one of our employees saying that they can't get to a particular website that we maintain for a client. So, I check it out, and I can get to it just fine from my desktop because it's configured to use our T1 line, but I can't it to it from my laptop, which is pointing at the Comcast connection. I verify the IP of the site from our DNS records and attempt to connect via the IP address, in case DNS resolution is screwy. No luck. I perform a traceroute and find that it's dropping about 20 hops out, so I go to Comcast's site to try to find the customer service number.

Long story short I have to call their consumer customer support number because I can't find their business support number online. 3 transfers and 20 minutes later, I finally get a guy who miraculously speaks English. I explain the problem and what I've already done. There's about 5 minutes of silence and then he gives me the IP address of the server and asks me to put that in. %@#$#$%@#$!!! I just told you I did that! I maintain the DNS records for that site! I know what the bleeding IP and yes, I've already done that.

His reply? "Uhh... that's really strange. I'm going to have to open a ticket." I then asked him if he wanted the traceroute data for his ticket, and I got a confused reply. I never did get a callback about that ticket...

But wait, there's more. And this may be why I never received a callback, even though I at least deserved one to see if the issue has cleared. Later that afternoon, nobody can browse on the cable connection. I go check the modem, and I have a blinking "error" light. I call Comcast and this is my conversation...
Me: <explain that internet is down and that I also opened a ticket earlier today and that the two may be related>
Her: Hold on.
Me: ...
Her: Yes, there's an outage in your area.
Me: OK. Any ETA on when it will be fixed?
Her: Nope.
Me: ....
Me: Is there any more information on the ticket.
Her: No. Thanks for calling Comcast.
<hang up>

Talk about serious lack of customer support. I'm guessing I never got the callback on the first ticket due to the tech assuming it was part of the same issue, but I would have appreciated a follow up phone call, just to make sure that the issue had been resolved. That's what I always did when I worked off a help desk.

As an adendum, I had to reroute everybody through our T1 connection connected to the 10 years old and failing firewall. That was a whole separate problem, as the firewall couldn't handle the load, and so I found myself rebooting the router about every 45 - 60 minutes because it had locked up again. All because, well, Comcast just plain sucks.
 
I feel sorry for you guys... I use Shaw Internet here in Canada, and there service is perfect never had a problem with them always able to help if something happens.

Heres an example: (this happened about a month ago.

*Ring ring*

"Shaw Internet Costumor Service how may I help you today?"
"me- Hello my internet is not working the modem lights are not blinking"
"Shaw- Ok I think we can help you with that just give me a moment while I transfer you to tech support"
"me- Ok"
*ring ring*
"Tech- Hello Ian Laplante how may I help you today?"
"me- ah yes my modem is not doing anything the lights is not blinking"
"Tech- Ok we are going to try a few things and will see if that helps, first unplug your modem"
"me- Ok"
"Tech- Wait about 10 seconds before you plug it back in."
*about 10 seconds later*
"me- There I pluged it in"
"tech- May take a minute or 2 to start up again"
*one minute later*
"Tech- Is it blinking now?"
"me- nope"
"Tech- could you check your connections for me at the back of your computer and the modem?"
"me- ok give me a second."
"me- Its all plugged in good"
"Tech- Ok give me a moment I'm going to see if theres any mataince in your area"
"me- Ok np"
*Putt me on hold, weird music plays for about 2 minutes*
"Tech- Hello Ian?"
"me-Yes?"
"Tech- I just found out why your modem is not picking up the signal, there was a car crash in your area that knocked down the pole, they are already on site fixing it as we speak you should have your internet back in about an hour at the most."
"me- Oh I see, ok thank you very much for all your help"
"Tech- No problem call tech support anytime time we are open 24/7/365, thanks for calling Shaw Tech Support have a wounderful day"
"me- Thank you, you to :)"
*Hang up*
Click to expand...

35 minutes later my internet was back up, the duration of the call was an amazing 6 minutes! 6 crazy monkey flipping minutes!!!
 
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i had comcast once, they were good, well the local comcast techy. just try to get an in town techy not try to call their main office
 
The last time I called I told them that I was TIRED of recycling power on my modem and PC. They escalated the ticked. They told me to run all of these tests (which I had already run) and print the data in an e-mail. Took me about an hour. Sent it in. They told me to call Tech Support!
:mad:

Tech
 
You don't need their modem router thingy, I have comcast and have only had one roblem with them, but other than that they are usually awesome speed wise. One of their contractors came out and dissconected everything (phone, tv, and interwebs) because we were "illegally" hooked up. An official comcast guy came out and hooked us back up. You should just buy a new modem, for some reason we had an older one that kept going out and we just had to reset it all the time. Best buy is your friend.
 
e Mpty - your experience with shaw is unusual (at least, very different from mine ;P )
For me, when I have had home issues phone waiting times are usually quite long.
At work, wait times are usually shorter but the average tech is a total nim rod that cannot help (and service is shaky)

Good luck to all those struggling with tech support. :)
 
I have AT&T (Bellsouth) and their tech support is not good either. They always want you to troubleshoot your computer and connection, etc. It's all garbage. I know they won't fix anything. If someone would start an ISP with good coverage, good rates, and good tech support they would be very successful.
 
Tech said:
I am a certified computer technician with 20+ years of experience. After a month of losing my internet service (3 times while trying to order a new phone from my cell company) I finally decide to call and get a tech out here. The "Tech" on the phone tells me that my router is incompatible and I need a "Comcast Router" for just $14.95 a month and that for just $1.99 a month I get free service calls otherwise it's $25 for a service call. I told him that I was not using my router right now and I am STILL losing my signal AT THE MODEM! I can hardly use my Vonage because I spend most of my time saying "hello, hello" because I've lost my internet. God help me I just sent you folks $200. I believe that I am calling Verizon to see what my DSL options are. This lack of service is unacceptable.



PS I just called Comcast again and had to go through the whole script again!!

Tech
:mad:
Click to expand...


Wow thats horrible, we have comcast at the house and never had it that bad.
 
Comcast DOES suck, Ive got it to. Not only is the customer service horrible but the "techs" seem to have all of an hour of training. Not to mention they will always try to get you to buy 25 other useless things that you dont really need
 
Insight is just as bad or worse than comcast. Guarantee it :(

sucky story though, hope things work out
 
I have had a similar experience with WindStream. Had an awful ping in the thousands, tens of thousands in...Ventrilo!! This went on for two months, horribly awfulbad ping that was even affecting my mom loading webpages. My brother was on their back everyday, sending e-mails, calling tech support and nothing!! It wasn't after we decided to move to comcast (only choice we had, BELIEVE ME!!) and asked WS if there were going to be any problems doing that, that our internet came back. It has now held a decent ping for about 3 weeks, but I am always refreshing my server browser twice...just in case.
 
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