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22 Messages
What happened to Comcast?
You used to have working customer service. What happened?
I have been trying to get an intermittent connectivity problem addressed and can't get through to anyone. Seven techs have come out. It's not the coaxial cable. They replace (without my authorization) my modem with one of their gateways, but that had a disconnect as well. Back on to my Motorola MB8611 and that also disconnects.
What is really frustrating is I cannot have one conversation with anyone about this. I call in, a bot makes me answer stupid questions before it routes me to a "human" that is basically a bot reading from a script. At no point do I get to speak with someone who is taking ownership of the issue.
So, what do I do? Who do I contact? I call into support, they send a tech, the tech says "well normally a super visor would contact you by now..." that was about 20 service calls ago.
I guess the next person to contact is your agent for service of process? Seriously, what should I do!?
user_66e95e
Contributor
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22 Messages
2 years ago
Ok so it looks like other people are experiencing what I am experiencing. I spoke with a comcast biz rep and she told me, based on my reported usage, that my 30+ year old box probably isn't able to handle the demand of me and my neighbors. They would be doing an assessment if I sign up. I will probably also choke my building's connection, but I guess that is xfinity's problem?
Anyhow it is a shame that a service that worked without real issue for years now does not, and I cannot seem to get through to anyone to get it addressed. But just in case:
these are the error messages my modem is throwing off:
Sat Feb 25 2023
Sat Feb 25 2023
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Any ideas why the intermittent drops? I believe the prior tech unplugging my neighbor's connection from the box, making everything work right for me and my other neighbors, suggests that the box is at issue but I don't know.
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user_66e95e
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22 Messages
2 years ago
Here is an update for everyone:
So after blowing off my service call for Thursday, then again on Friday, a tech shows up this morning (without the supervisor I requested) to... install an xFi on my system. Seriously? OK EVEN THOUGH I HAVE MADE IT CLEAR THAT IS NOT A SOLUTION LETS DO IT AGIAN.
They installed the xFi gateway. I had to make it a point to tell the call center [Edited: "Inflammatory"] to NOT remove my unlimited data plan that was previously discounted... pretty sure they did anyway (its fine, they will either fix my account or not have me as a customer). I haven't had a disconnect since this morning that I can tell. However, my internet connection is slower. I am getting 955mps~ on average down. With my SB8611 I was getting 1200mps on average. Is the issue that the SB8611 is putting too much demand on the shared connection? It was working fine when they disconnected my neighbor... and the xFi is now working but at a slower rate. Is that the issue, less demand on the comcast network?
At this point I will take a slower connection if it is stable. Who do I need to speak to about this?
(edited)
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user_66e95e
Contributor
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22 Messages
2 years ago
xfintity support over chat is suggesting that it is a problem with my modem. So we have gone full circle again. I am now more convinced that Comcast's system cannot handle the GB+ that they are rolling out and pushed for me to upgrade before they were ready.
Guess I will revert to my old modem and downgrade my speed. Nice solution.
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user_66e95e
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22 Messages
2 years ago
As a further update:
xfinity support over chat now sees that the xFi is also experiencing connection issues. Who would have known.
Here is what Motorola has to say:
Jillian M. (Motorola Mentor)
Mar 1, 2023, 8:31 AM EST
JIllian here with Motorola Technical Support I am happy to help. If you are showing T3 Timeouts in your Event Log this would indicate a physical issue outside on the cable line. This makes sense on when it worked perfectly after they disconnected the neighbors. The issue is most likely appearing in the CMTS Box. This is where all the cable lines live outside of your home. Here is some more information on T3 timeouts for your convenience below. I recommend escalating the call, to have a supervisor or Tier 2 come out to get this resolved, because a new modem will not correct the issue.
The cable modem has sent 16 ranging requests without receiving a ranging response reply from the provider. The cable modem is, therefore, resetting itself and restarting the registration process to the service provider.
This is normally caused by noise on the upstream side and can make it so the modem's power level is not sufficient enough to transmit messages. The inability to transmit messages within the timeout period will trigger the reset and restart the registration process. A T4 timeout is a more extreme version of a T3 error.
Generally, this indicates an occasional, temporary loss of service, but if the problem persists and is increases in frequency, it likely points to a larger issue with the condition of the coaxial network outside of the home, the cabling outside of the home that will need to be addressed by the service provider.
Customer Success
Minim
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user_66e95e
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22 Messages
2 years ago
As a further update, Xfinity is apparently sending someone to look at the box/lines tomorrow. It looks like someone has escalated the problem! Hopefully, they can figure it out.
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user_66e95e
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22 Messages
2 years ago
As a further update, I was provided with the ticket number for an engineer to take a look at the lines to my building. Apparently someone looked at things.
However, no one is able to tell me what was done at this visit. As the visit was not 'with me' I don't know anything about it.
The ticket number is (Edited: Personal Information). When I asked what our next steps are I got this response: "The system is not allowing me to schedule any technicians while there are open tickets that are currently being worked. Ticket (Edited: Personal Information) is still open, and being worked."
I asked for the text of (Edited: Personal Information), but Xfinity thought I was talking about text messaging options. I have reiterated my request for what is stated in (Edited: Personal Information) in the off chance that this information may be helpful to the next tech they send to my house.
I will report back if they provide this information. But at present xfinity online support can't even schedule a tech visit for me. LOL.
(edited)
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user_66e95e
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22 Messages
2 years ago
As a further update: Apparently, it is impossible to schedule me with a supervisor call. I was even provided the card (twice) of the regional supervisor for San Francisco and he has not responded to my calls or emails.
Rediculous.
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user_66e95e
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22 Messages
2 years ago
Now I am getting automated emails asking me to mark this issue as resolved. LOL.
this matter is not resolved.
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user_66e95e
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22 Messages
2 years ago
As a further update: XFINITY send another tech today. He replaced xfinity's xFi with a different xFi gateway. OK. He also took another look at the comm box. He reported to me that only my connection and my neighbor's connection (mentioned above) are on a 4-port drop, with the rest of my neighbors being connected to a different 6-port drop. He moved my neighbor's connection to the 6-port drop. He also mentioned it was covered in rusted connectors... Not sure why they are not just replacing this thing but whatever.
So far my connection appears stable with me being the only one on this 4-port switch or whatever is in the comcast box. Let's see if that fixed it. Of course, we still need to make the connection stable for my equipment because I am not paying for a rental gateway.
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user_66e95e
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22 Messages
2 years ago
NOT SO FAST! My neighbor (a different one than the one mentioned above!) just called and told me his internet and cable TV is out.
xfinity... you need to send a manager as this is affecting multiple customers.
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user_66e95e
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22 Messages
2 years ago
This is STILL not resolved.
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user_66e95e
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22 Messages
2 years ago
Hey all I have an update! this is still not resolved and the last tech that came out found a dessicated dead rat in the comcast box, sitting on top of the taps or whatever.
While I don't know that a rotting rat would damage Comcast equipment. I sure do wonder why the last few techs did not bring this to my attention.
maybe it only looks like it was sitting in there decaying for months.
Rediculous. [Edited: All Caps]
(edited)
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