Nerdburg - thank you for the swift response and the detailed information. I'm probably missing something obvious, but when I pull up the Xfinity Gateway at a Glance page and attempt to navigate to the details as explained in your video, there is nothing similar to what is described. Clicking on the other menu items: Connection status, network, etc does not display the information shown in the video. In fact, going through the entire menu I do not see any of the information you requested nor that is shown in the video. No signal levels, no other information...As I said, I'm probably missing something obvious, but...
At any rate, I understand you are seeking information on modem performance. I was recently notified by Comcast that the modem needs to be replaced again (second time in six months) and they are supposed to be shipping a new modem. This, of-course, may negate any results should I figure out how to get the information you requested. However, the real issue with our service is our cable performance -- which is pretty awful overall. While we do have issues with the Internet, (and thus the phone) these are less frequent and may be related to the need to replace the modem. (??) My greatest concern is our lousy TV service. I apologize for the confusion.
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Hi All - this will be long, but this is complicated, and I want to try to be at least somewhat clear....
For at least three years we have struggled with our Comcast Service (Internet, TV and phone).
Frequent outages of all services
Pixelating of images on TV
Loss of channels
Remote failing or extremely slow response times (remote has been replaced several times)
Lack of sync between audio/video on TV
"Stuttering" of audio (not sure what else to term it when the audio breaks up)
Loss of Internet connection
Very slow connections even with hard-wired
Comcast has sent multiple techs out to examine the system, all of whom have done pretty much the same things: replacing cable boxes and modem/router; replacing lines outside and inside and once even replacing the unit by the pole into which the lines run. None of this has made any lasting difference. Each tech has promised her/his solution will resolve our problems for good and each time the "resolution" has lasted less than a few days if that. On several occasions the technicians have been unable to identify the cause of the issues and have left suggesting "must have been a passing problem." Except the problems never complete abate.
Frustrated by the lack of progress in resolving our increasingly issues, we contacted Corporate and they assigned a "top-tier" technician/manager to assist in resolving the problems. Eventually, this person came out in company with several other "suits" and yet another technician to look at our system. After about ninety minutes of examination and subsequent arguing (apparently, they could not agree on what is causing these problems) the technician replaced several components (all of which had previously been replaced) they assured us they would follow-up to ensure the issues were fully resolved and left. Shortly after, the "top-tier manager" seems to have disappeared off the planet, no longer responding to e-mail or telephone messages.
Meanwhile, our service has gone from bad to terrible. This is particularly true with the TV. Although we pay for a full package of stations, it is rare that we have full and uninterrupted access to these channels. It is very common to lose audio or video or both several times in an hour program; to have the audio "stutter" or to have the image pixelate or freeze. Rarely are we able to enjoy a program without some type of interruption. There are several channels we are often unable to watch at all due to loss of signal. In addition, when our Internet fails, this means our telephone service is also disrupted. Often this happens when we are on the phone and the system shuts down, usually for a short time, but nonetheless, it is very irritating, especially when on a business call.
If you have read to this point, you may be wondering why we stick with Comcast given the level of these problems. Unfortunately, we live in an area where Comcast is the only provider for high-speed Internet service. In addition, due to a variety of factors, satellite reception is very limited. In other words, we are stuck with Comcast's sub-standard service.
I am posting to this forum in hope someone with more technical knowledge than I might offer some insight. I know many members are experienced with these type problems and perhaps you might have thoughts the Comcast techs have not yet considered. With respect, please do not simply advise me to ask Comcast to send out another tech. This seems a waste of time and effort since so many have already come out and yet the same problems remain. I’d love to hear from others who may have experienced the same difficulty and found solutions. Thank you for any input!
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To anyone else affected by this latest outage: I just spoke with a Comcast technician who informed me they are doing routine maintenance on the system. [I am unable to say whether this maintenance affects all areas or just locally -- we are north of Boston, MA) This was scheduled at least a month ago and is "routine." They hope to have the system back operating by 10am EST. He was unable to explain why, if the Company planned the outage, they could not inform customers prior to instituting the outage or why they have not posted this online anywhere. He did say Comcast plans other maintenance activity over the coming months and these may also result in outages in some areas. I would suggest Comcast at least post planned outages prior to the occurrance and allow customers to plan around these outages. Then again...perhaps not.
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As so many others have, our service has been out since 5am. I have been on hold with service since 6:30am - it is now 9am EST. From some simple web surfing, I've learned thousands of Comcast users are in a similar situation. And now, you want us to post here?! Yeah, like that's going to make a difference. Comcast cannot respond to customers on their phone line, chat line, through social media, but posting here will receive a response and help. Telling customers to reboot their systems is really helpful since the great majority of users have probably already done this at least several times. Does anyone at Comcast even listen? Does anyone at Comcast even care?
I'm so tired of the excuses. Tired of the ads showing some make-believe Comcast tech saying "I like working for a company that puts customers first" while, in real life, the Company continues to treat customers as nuisance.
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I'm so glad I came here to read about this issue!! I thought it was just my system. We've been having almost endless issues for months and I woke this morning to not having a signal on our main set. I did all the things you are told to do - reboot, etc. Nothing worked. I went to support and learned it will be nearly two hours before anyone responds...so I came over here and okay-doky --- it appears a system wide problem. GOOD OLE COMCAST! I wonder what excuse they will use this time?? Anyone think they will even say "We're sorry, and here's what we'll do to make this up to our many customers who lost service for hours/days?" Yeah...I won't hold my breath.
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I'm breaking down into uncontrolled laughter at these posts!! Folks, if you have been with Comcast for more than a few months you should already know that management doesn't give a hoot what customers want, need to experience. Bad servers? Bad designs? Broken promises? Rolling out new versions without taking time to beta test? Letting problems build rather than addressing them? Denying problems even exist? Yeah -- that's the Comcast business model. This isn't anything new. Yeah, the new email is riddled with issues, but what did you expect? I long ago gave up on expecting anything else from the company.
But, possibly someone here has found a work-around for the issues we are now experiencing: we have two separate e-mail accounts, but suddenly we can only access one when we are away from the office. In the office I can use Outlook and our server, but in the field I am relient upon Comcast webmail and suddenly our second account has gone missing. It shows up in the list, but we cannot open the account. This means we cannot retrieve e-mail for that account when outside of the office. Weird and difficult to figure out for a non-tech person. Ideas? [This may be something simple that we are just missing because neither of us are tech savvy. Thanks!]
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