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Can you get tech support at a service center?

New Poster

Can you get tech support at a service center?

I just spent the last hour on the phone with tech support and eventually got so frustrated I had to hang up on them before going off and screaming. Somehow after 45 minutes of troubleshooting with one person they put me on hold to try and schedule a tech to visit, then some random other person picked up from the hold and tried to get me to start all over again, but then claimed they couldn't find the modem the previous person had no trouble finding. Despite telling them multiple times I had to leave and didn't have time to go through it all again they kept trying to get me to not leave and I grew increasingly frustrated. 

 

Not a good experience...

 

Is there an alternative? Is there some US call center I can call? Can I go to my local service center and talk to them instead? Or do I have to go through the indian call center all over again and hope this time they can be semi-functional? My specific issue is sporadic 30 second outages throughout the day as well as random long ping times lasting a few seconds. 

Cable Expert

Re: Can you get tech support at a service center?

We can help you right here with that if you like. 

 

Start here: troubleshooting guide. If you still need help, please post your equipment details (make/model of your modem/gateway/router) and a screenshot of your signal levels and your error/event log. 

 




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New Poster

Re: Can you get tech support at a service center?

I previously had an arris modem and asus router but to rule out that problem I picked up a rental modem. The problems still persist. I believe it's the gateway 2 / Cisco DPC3939. On the phone the first person I talked to supposedly did all the troubleshooting and put me on hold to try and schedule a tech to come out, that's when some other random person took me off hold and had no idea who I was or what was going on. 

 

There is nothing on the modem page at 10.0.0.1. It just lists my connected devices and has a login box. I do not know what the login is. It does not list any signal strengths or error logs. 

 

The problems I have been having have persisted for months. I will get random outages lasting from 5 - 30 seconds multiple times a day. An example of what I see when this happens is:

 

64 bytes from 216.58.193.78: icmp_seq=32429 ttl=54 time=46.097 ms
64 bytes from 216.58.193.78: icmp_seq=32430 ttl=54 time=60.389 ms
64 bytes from 216.58.193.78: icmp_seq=32431 ttl=54 time=39.075 ms
Request timeout for icmp_seq 32432
64 bytes from 216.58.193.78: icmp_seq=32433 ttl=54 time=31.921 ms
Request timeout for icmp_seq 32434
Request timeout for icmp_seq 32435
Request timeout for icmp_seq 32436
64 bytes from 216.58.193.78: icmp_seq=32437 ttl=54 time=284.052 ms
Request timeout for icmp_seq 32438
Request timeout for icmp_seq 32439
64 bytes from 216.58.193.78: icmp_seq=32440 ttl=54 time=263.102 ms
64 bytes from 216.58.193.78: icmp_seq=32441 ttl=54 time=23.976 ms
Request timeout for icmp_seq 32442
Request timeout for icmp_seq 32443
64 bytes from 216.58.193.78: icmp_seq=32444 ttl=54 time=15.335 ms
64 bytes from 216.58.193.78: icmp_seq=32445 ttl=54 time=36.645 ms
Request timeout for icmp_seq 32446
Request timeout for icmp_seq 32447
Request timeout for icmp_seq 32448
64 bytes from 216.58.193.78: icmp_seq=32449 ttl=54 time=47.805 ms
Request timeout for icmp_seq 32450
64 bytes from 216.58.193.78: icmp_seq=32451 ttl=54 time=59.954 ms
Request timeout for icmp_seq 32452
64 bytes from 216.58.193.78: icmp_seq=32453 ttl=54 time=20.522 ms
64 bytes from 216.58.193.78: icmp_seq=32454 ttl=54 time=56.828 ms
64 bytes from 216.58.193.78: icmp_seq=32455 ttl=54 time=29.614 ms
Request timeout for icmp_seq 32456
Request timeout for icmp_seq 32457
64 bytes from 216.58.193.78: icmp_seq=32458 ttl=54 time=132.847 ms
Request timeout for icmp_seq 32459
64 bytes from 216.58.193.78: icmp_seq=32460 ttl=54 time=66.627 ms
Request timeout for icmp_seq 32461
Request timeout for icmp_seq 32462
Request timeout for icmp_seq 32463
Request timeout for icmp_seq 32464
Request timeout for icmp_seq 32465
64 bytes from 216.58.193.78: icmp_seq=32466 ttl=54 time=26.778 ms
64 bytes from 216.58.193.78: icmp_seq=32467 ttl=54 time=30.033 ms
Request timeout for icmp_seq 32468
Request timeout for icmp_seq 32469

Sometimes I will get straight 100% packet loss for 30 seconds, sometimes it will be like this with sporadic high packet loss. And 95% of the time there is no packet loss and everything is fine.

Cable Expert

Re: Can you get tech support at a service center?

@chadcf Since the device isn't displaying any signal/event info, we'll need an employee to pull that info up on their end. The can look everything over and help you get this resolved.

 

I've asked a Comcast employee to help you. You should expect a reply in this thread. 




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Official Employee

Re: Can you get tech support at a service center?

Hello chadcf, I can continue troubleshooting this issue here with you. To protect the privacy of your account, please send me a private message verifying your full name, street address including city, state, and zip code (and apartment number if one is associated), and the full account number or phone number associated with your services. To send a private message click on my name, then click private message me.


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