Welcome to Comcast Help & Support Forums
Find solutions, share knowledge, and get answers from customers and experts

New to the Community? Start here.

5,666,086

members

55

online now

1,837,549

discussions

Back to Top

Connection Down .... Again

Posted by
Visitor
  • Thank you contributor for your first reply to the community!
 Posting replies is the best way to get involved.
  • Congrats on Posting your first topic!

Message 1 of 7
762 Views

My internet connection has been going in and out over the last few days and now it's completely out. I called tech support tonight (well, technically my wife called them) and they said my modem was "outdated."

 

This explanation seems less likely to be accurate and more likely to be a lazy excuse on Comcast's part to not look any further into the issue. Why would the modem suddenly become outdated? Isn't it more likely that something suddenly happened with the service?

 

Also, my modem is an ARRIS/Motorola SB6121 SURFboard DOCSIS 3.0. I'm no modem expert but I think that's a pretty popular and well-regarded modem. If it's outdated for some reason, I think a lot of people would be making a stink about it.

 

AND ... Comcast has tried to blame my modem in the past and of course they were dead wrong. I wrote about the whole ordeal on my blog: http://blog.joelberghoff.com/2015/01/03/my-experience-with-comcast-so-far/

 

Anyway ... Comcast, please help me out here. I'm very skeptical that this is an issue on my end. 

6 REPLIES
Posted by
Cable Expert

Message 2 of 7
674 Views

The Comcast team available to the forum has been notified, expect a response here soon.




Community Icon
I am not a Comcast employee, I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help. For information on the program click here.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am not a Comcast employee. I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help.
We ask that you post publicly so people with similar questions may benefit.

Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am not a Comcast employee.

Was your question answered?
Mark it as a solution!solution Icon

Posted by
Admin1

Message 3 of 7
649 Views

Hi bergonom,

 

The type of modem you have is just fine for our service. I wanted to run some tests and check signal strength but the modem isn't showing online. I wanted to confirm with you that the modem is connected. If it is, then something is preventing signal from reaching it. You would need a tech to come out to check the line connections and see why it's not connecting. 




Community Icon
I am an Offical Comcast Employee.
Official Employees are from multiple teams within Comcast: Product, Support, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am an Offical Comcast Employee.
Official Employees are from multiple teams within Comcast.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am a Comcast Employee.
Please post so people with similar questions may benefit.
Was your question answered?
Mark it as a solution!solution Icon
Posted by
Visitor
  • Thank you contributor for your first reply to the community!
 Posting replies is the best way to get involved.
  • Congrats on Posting your first topic!

Message 4 of 7
642 Views

I couldn't wait any longer, so I went into the local Comcast store and "rented" a modem. I took it home and hooked it up and - big surprise - it didn't work.

 

A technician is coming out Sunday.

Posted by
Visitor
  • Thank you contributor for your first reply to the community!
 Posting replies is the best way to get involved.

Message 5 of 7
520 Views

Hi Bergonom,

 

I'm having the exact same problem with that modem as well right now.  So what did the Comcast technician do to resolve the issue?

 

Thanks,
T

Posted by
Visitor
  • Thank you contributor for your first reply to the community!
 Posting replies is the best way to get involved.
  • Congrats on Posting your first topic!

Message 6 of 7
438 Views

The problem was a "bad drop." I don't really understand that because I've had Comcast techs come out twice before in the past (maybe 10 months ago) and fix the connection outside my house. Do they just go bad over time?

 

Anyway, things are working now. It's just annoying to have no service for almost a week and to have to go through the process of renting their modem, finding out it's not the source of the problem, returning the modem, then having to contact Comcast to get refunded for lost time and rental fees for an unnecessary modem.

Posted by
Connection Expert

Message 7 of 7
435 Views

bergonom wrote:

Do they just go bad over time?


Yes they deteriorate. Or perhaps it was a squirrel chew.




Community Icon
I am not a Comcast employee, I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help. For information on the program click here.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am not a Comcast employee. I am a paying customer just like you!
I am an XFINITY Forum Expert and I am here to help.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am not a Comcast employee.

Was your question answered?
Mark it as a solution!solution Icon