About secdroid

Although I had participated in several customer service surveys with positive scores, I did give negative scores in one survey where the agent in question was not knowledgeable and did not transfer the call to another agent.   I've received TWO follow-up calls in response to that survey.  I did not want to dump on that problematic agent; these things happen in any customer-focused organization.   The second corporate follow-up seemed a bit surprised when I praised Comcast's handling of a difficult "he said-she said" sort of issue.  Was it a defective modem or a Comcast activation issue?  IMHO, Comcast was probably correct and the modem was defective.  I think Comcast customer service went "above and beyond" any reasonable expectations in handling a difficult problem.   Credit where credit is due: Comcast and Amazon were very helpful.  Netgear, less so.     ... View more

Did a bunch of searches on the Netgear knowledge base and other sites.  No joy.  The only near suggestion was that the power level might have been low on the line.  That related to intermittent connections, not inability to connect.  I don't recall whether the Genie control panel specifically mentioned power, but the cable status was good and there were never any logged events.  The Technicolor gateway seems to work fine (other than routing issues with one device).   Spent over an hour on chat with Netgear.  Their only suggestion was to reset the modem.  Comcast reset it at least three times and I reset it at least three times.  Other than that, Netgear  had no other ideas.  No offer to repair or replace.   I give up.  I got a return authorization from Amazon.   If you have suggestions for an economical modem that works well with Comcast 60 Mbps, I'd appreciate them. ... View more

Thanks, @ComcastElla, I will take you up on your offer.  Before I send the private message, I'll do as much research as I can to see if I can identify issues with the modem.  Any info I find out will be included in the private message, as well as being posted on this forum.   Thanks again, @EG for getting an official Comcast response.   Whatever the final results are, I'll be sure to post here. ... View more

Long story short: I asked Comcast to restore the Technicolor gateway to the account. I simply can't afford to be without Internet right now.  (Using my personal coax now to rule that out as a contributing factor.)   Played lots of telephone tag with Comcast. Finally reached an agent who ran diagnostics, verified provisioning and read back the MAC address of the Netgear for confirmation. As far as Comcast was concerned, all was well with the modem.  She seemed to be knowledgable and said I should call Netgear.   For testing, I was not using a router -- Ethernet direct to modem.  (I do have a stand-alone Asus router. ) This is what the Netgear docs said to do for activation and an initial speed test, prior to connecting a router.   The reason for switching to my own modem & router is that the router function of the Technicolor was unreliable with one of my devices and I really prefer to have devices that have documentation, which the Technicolor lacks.  (Turned off the Technicolor WiFi and used an external router to prove where the WiFi problem was.)   So I still can't definitively say where the failure was.  I will thoroughly read over the Netgear troubleshooting info and see if they have support.  This is a well-tested, mature product and activation should have been routine.   Thanks for the assist! ... View more

Away from home and unable to check modem at this time.   Will check ASAP and post results -- when I have access to net... :-)   ... View more

Thank you very much! ... View more