Yet another I hate Comcast thread

[flot]

Just wanted to express how bad my comcast connection has gotten over the last couple months, and my parents' the same.

On mine, over the last few weeks it's gotten to the point where my modem is stuck trying to sync at least 3 times a week when I get up. I have to unplug it, plug it back in, and it immediately resets and gets online without issue. 2 days later it'll be in the same state.

For my parents, 200 miles away, their connection has gone to crap in the same timeframe. Frequently their modem is exhibiting the lack of a connection and a power off/on fixes it (but try explaining that to my parents) ... this last week, though, nothing would solve the problem.. comcast actually sent a tech out who LEFT THEIR HOUSE with the connection stuck in "welcome to comcast" hell. It was stuck trying to register, but the back end system (and customer service) insisted it was already registered, so nothing would happen. It finally turned out that someone (the tech?) had somehow gotten the address on their account wrong, so the modem was trying to authenticate against a server in another city.

The tier 1 techs don't know how to do anything but tell you to unplug your modem and reset it - won't even talk to you if you have a router - and after 9 calls I managed to convince me to escalate my case - and I never got a call back from the tier 2 tech.

Agghhh.

 

[Zim Hosein]

Why not try another provider in your area, that type of service sounds horrible flot

 

[BatmanNate]

My folks had this problem, and it turned out to be that their older style modem (an RCA, not a Motorola) didn't have proper RF shielding and was too near in proximity to the television.

 

[flot]

Originally posted by: Zim Hosein
Why not try another provider in your area, that type of service sounds horrible flot

For me - I've been doing everything I can to get rid of my home phone line, so DSL is out of the question. (I actually haven't used it in months, just need to cancel)

For my parents - they aren't the most technically savvy, so having them change to something new isn't really what I'd like to try (their cable internet has been great for the last 5 years, it's really this year that it has gotten awful).

I'm actually more disappointed in their support than anything - can't beleive a tech came out and left the computer in such a bad state (Although apparently my mom gave him quite the bitching out when she found him playing solitare on her pc) and even less I can't believe that I had such a hard time explaining the problem to their techs and trying to get it escalated. (I am a software engineer working on a commercial VPN product)

I had actually been hoping to have a good chat with the tier2 tech to understand what the issue could be and how to work around it / better troubleshoot - but as I said.. never got the call back.

 

[PlatinumGold]

Originally posted by: flot

Originally posted by: Zim Hosein
Why not try another provider in your area, that type of service sounds horrible flot

For me - I've been doing everything I can to get rid of my home phone line, so DSL is out of the question. (I actually haven't used it in months, just need to cancel)

For my parents - they aren't the most technically savvy, so having them change to something new isn't really what I'd like to try (their cable internet has been great for the last 5 years, it's really this year that it has gotten awful).

I'm actually more disappointed in their support than anything - can't beleive a tech came out and left the computer in such a bad state (Although apparently my mom gave him quite the bitching out when she found him playing solitare on her pc) and even less I can't believe that I had such a hard time explaining the problem to their techs and trying to get it escalated. (I am a software engineer working on a commercial VPN product)

I had actually been hoping to have a good chat with the tier2 tech to understand what the issue could be and how to work around it / better troubleshoot - but as I said.. never got the call back.

i had to choose between one of two evils. got rid of comcast COMPLETELY and am just using Verizon now, DSL and phone service. actually, i still have comcast basic at $14.95 / month as that's about the only TV i watch anymore.

 

[astrosfan90]

They're really making a lot of friends lately, aren't they?

<--Still (and perpetually) ticked at them for screwing up my chances at watching my local DC area baseball team on TV

 

[flot]

I had to bump this thread. Since my original post, their service has died 3 more times. Today my dad called and they concluded "it must be a problem with your computer."

Ironic that 3/4 times unplugging the cable modem and plugging it back in solves the issue. However for that 1/4 time, it just randomly starts working again later...

I've had enough. They're fired as soon as I figure out the appropriate replacement.

 

[toekramp]

heh, sorry it's hard for me to feel badly for you since my modem reboots every 10-20 mins. I've been calling comcast everday for 17 days now and the issue is still not resolved. I live in an apt complex so they are my only choice

 

[TeeJay1952]

Change the dns server to 4.2.2.1
Network connections/TCP/IP properties

 

[hjo3]

I've got Comcast and it works great for me. My parents, also about 200 miles away, are on Charter and never have any problems.

 

[Anubis]

ive never had an issue with comcast here in the 10 months ive had it, only went out once and like 2/3 of teh town was out at the same time so i didnt worry about it

 

[Scarpozzi]

Originally posted by: TeeJay1952
Change the dns server to 4.2.2.1
Network connections/TCP/IP properties

Who's DNS is that?

 

[Ladies Man]

if you're connected through a router comcast makes it hell for it to work, and you'll have to keep unplugging... etc....
if you connect it straight to one machine it'll work fine....

what you need to do is get a router that will copy your pc's mac address.... since i've done that I haven't had a problem since.

 

[Ladies Man]

http://www.cs.umd.edu/~daveho/info/comcast.html

 

[TheSlamma]

I have it at home and my work has 6 branch offices hooked up with comcast for public access to computers.

We have had awesome service for the last 2 years from them. Before when we had Qwest ADSL we were rebooting the DSL routers 2 and 3 times a day.

 

[Lonyo]

Originally posted by: Scarpozzi

Originally posted by: TeeJay1952
Change the dns server to 4.2.2.1
Network connections/TCP/IP properties

Who's DNS is that?

Verizon by the looks of it.

* Dns resolved 4.2.2.1 to vnsc-pri.sys.gtei.net

Registrant:
Verizon Trademark Services LLC
(DOM-384172)
1320 North Court House Road Arlington
VA
22201 US

Domain Name: gtei.net

 

[NikPreviousAcct]

Most of the issues that I've seen resulting in "C0MC@ST SuXZ0Rz!!1one!!1" is the result of failing hardware (not Comcast's fault) or dumbass customers (not Comcast's fault).

First of all, Tier1 techs do nothing but billing and basic hardware troubleshooting such as power cycling and verifying that you don't have your home network set up. Tier2 techs are the smarter grunts who are supposed to know what they're doing. They have a lot more access to tools.

When you call, get a Ticket Number. Don't ever settle for "there is none" because the system generates a ticket every single time a tech opens your accounts and makes notes (as in when you call). If you have to call in again, reference the ticket number. If your call got escalated to Tier2, don't even bother with the Tier1 tech. Tell them that you were speaking with a Tier2 tech about an on going issue, give them the ticket number if need be, but don't settle for talking with them. Insist on a Tier2 tech.