How can I get in touch with a Comcast executive?

[techs]

I don't want to bore you with the details so here's a short version:
About 2 weeks ago my speeds dropped from 8 megs at about 8 in the evening to about 330K. It works fine at 4 a.m. but as the day goes on it drops, reaching about 1.8 megs at 3pm and then down to the 750k at 8pm.
I waited a few days for them to fix it, since it was happening on my neighbors computers also.
Well, now they have been here everyday for a week. There are 6-7 trucks working feverishly. My speeds have "improved" to 750k at 8pm. They are only working on my block to fix this, yet I now have reports of the problem in other areas of my town.
At the time my problem began, Comcast changed their routing. This is what the techs told me. My friend a network engineer confirmes this using whois. Thinking back that is the day it started (nov.19)
According to Comcast I am the only one who has complained (I know this is not true)

My network engineer friend did a tracert and found the first place I am going to is near Boston. I live 250 miles away in Vermont. My ip starts with 75.xx, my first jump is to a 73.xxx Is this normal?

My network engineer suspects a "fat finger" problem and that when they reconfigured the network someone mistyped something.
However, the techs who come here, and btw they have been GREAT (really GREAT they are trying their hardest and can be as nice as can be), won't or can't give me an answer as to if a network engineer has been contacted. Calling Comcast doesn't help, they won't do anything except set up a service call.

Does anyone have any ideas what is going on?
And most importantly, can someone share with me a phone number I can use to get in touch with someone at Comcast higher up than the call center?
Thanks.

 

[Fingolfin269]

Good luck man. My experience with Comcast is that they want you to feel like they are taking care of the problem but they really don't care if they take care of the problem. The techs are always great, the people on the phone line are usually great, but it seems like problems take a lot longer to get fixed than they should.

 

[George P Burdell]

I'm on Comcast. We had problems over the weekend. When I got back online, my IP had changed from a 74.x.x.x (same for a long time) to a 24.x.x.x

 

[ScottMac]

You should be able to ask the call center person to escalate the issue.

Aside from that, you can try the "Contact us" links @ comcast.com (not comcast.net):

http://www.comcast.com/Corpora...ntactus/ContactUs.html

and see if anyone there knows what's going on.

When I tried the comcast.com link, it took five minutes to load the page (five is when I aborted, it would have taken longer), so I suspect there's a fundamental problem within their system or their peering. There are a couple kinds of problems that would screw the whole system, most are not something they (or any other ISP) would would talk about publicly.

I know the 75.x.x.x going to a gateway of 73.x.x.x looks goofy, but it's possible / likely that the system is set up for what amounts to a private VLAN tunnel from your home / block / area back to a regional center (i.e., 75.x.x.x is carrying a tunnel that terminates at 73.x.x.x, your "external addressis 75, the "internal" address is 73). I don't know if for a fact, but that's the way some / many cable / BB systems work.

Good Luck!

Scott

 

[techs]

Originally posted by: ScottMac
You should be able to ask the call center person to escalate the issue.

Aside from that, you can try the "Contact us" links @ comcast.com (not comcast.net):

http://www.comcast.com/Corpora...ntactus/ContactUs.html

and see if anyone there knows what's going on.

When I tried the comcast.com link, it took five minutes to load the page (five is when I aborted, it would have taken longer), so I suspect there's a fundamental problem within their system or their peering. There are a couple kinds of problems that would screw the whole system, most are not something they (or any other ISP) would would talk about publicly.

I know the 75.x.x.x going to a gateway of 73.x.x.x looks goofy, but it's possible / likely that the system is set up for what amounts to a private VLAN tunnel from your home / block / area back to a regional center (i.e., 75.x.x.x is carrying a tunnel that terminates at 73.x.x.x, your "external addressis 75, the "internal" address is 73). I don't know if for a fact, but that's the way some / many cable / BB systems work.

Good Luck!

Scott

Yeah, I finally reached someone other than a call center person. After about 10 days of them telling me there is no problem in my area, now they admit it is a problem affecting everyone in my town.
So they are trying to fix it.
Your guess as to the problem is similiar to mine. Hopefully, they will now stop trying to fix the cables in my apartment or on my block, which has taken up a week of time and occupied 6-7 "techs" full time.
Its time for someone who works on the routing to fix it.