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Internet cutting in and out due to modem issues.

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Regular Visitor

Internet cutting in and out due to modem issues.

I purchased my modem a couple of years ago. At the time, I registered it with Comcast. They did some tests and said everything was fine. After about a year, it started cutting out at regular intervals of 3 to 5 seconds. When on wifi it would give popups on our devices every few seconds that wifi was disconnected.

Recently I called about the servicer because wifi would stop altogether when I was on the phone, also provided by Comcast. I was told my modem was outdated and I purchased a new model from their authorized list. I was also told to call back for credits when the modem was installed, registered and working properly. The rep also said she was making notes on the account regarding the credit.

When I called back, I was told there were no notes and the best they could do was a $21 credit, from 8/9-8/17, when my new modem was working properly.

Does that make sense? My service, which I upgraded to Blast, has not been working properly since Jan. 2017.

Official Employee

Re: Internet cutting in and out due to modem issues.

Hello KP156. I can review the credits you have received on your account and help with the internet service issues you have been experiencing. Please send me a private message and include your full name, service address, and account number so I can assist you. 

Regular Visitor

Re: Internet cutting in and out due to modem issues.

Still waiting until someone reviews why I was told to call back requesting credits from Feb. 2017 for unsupported modem that pulsed wifi on and off every 10 seconds or so and stopped completely when a comcast phone service was making or receiving a call.

The Comcast employee said they were making notes in the account that would verify that. They told me to wait until my newly purchased modem was activated and working for a couple of weeks. When I called back there were no notes and the associate could not help but could offer a credit of 7 days, the time I called in last to that day. That does not make sense, since that was the time that the new modem was working properly.

I did not get the  employee ID of the person that said they were making notes on the account, but I always ask for it now.

Please respond by cc to <Edited for violating forum guidelines: "Personal Information">

Thanks

Official Employee

Re: Internet cutting in and out due to modem issues.

KP156, 

 

I can help address your billing concerns. In order to review your account, can you please verify the first and last name of the account holder, phone number, and the street address or the full account number associated with your services.

 

To send a private message click on my name "ComcastChe", then click private message me.

 

 

Expert
Moved:

Re: Internet cutting in and out due to modem issues.

This is a placeholder for a post that was moved to a secure location because it contains private information. To send your information to a Comcast employee, click on their username and then "private message me".