07-13-2012 06:07 AM
I have an issue that tech support seems to be unable to understand / resolve.
A few weeks ago my cable modem started to randomly reset. The issue was random and could happen at anytime. The modem simply appears to power cycle itself. We called tech support and at their recomendation replaced our cable modem as they thought it may be bad. So we did, bought a new modem, and had it configured on the comcast network. About 20 minutes later the new modem had the same issue. We called tech support again and at their recomendation replaced our router. So we did. All seemed well for a few hours with the new router and once again the problem started again. Finally a tech came out and checked all our wiring and connections. He determined the problem was not on our end. He left promising to call us back and follow up. We never heard from him again. We called tech support to check on the status and they had no record he had been out and wanted to start the basic troubeshooting again.
Well that's just to much for me.
I gave up for about a week and just dealt with the random disconnects before I called back again. This time the tech "updated" my modem firware. When I look at the modem status page it says I am running
Firmware Build Time: Aug 12 2010 13:58:19
Again the problem persists.
Anyone have a clue as to what may be going on here? Comcast support has been very disappointing. I would like to note that both times I asked to speak to a manager or supervisor. Both times the tech but me on hold, came back, and said the issue would be elevated and they would take care of it. I'm assuming this was the smoke up my rear move on their part.
Planning on calling Verizon this afternoon to see what dsl options I have. If anyone from comcast is reading this and would like to have some interesting conversations on customer service reply with your email address. I'd be happy to let you know how I feel. The worst thing is apparently my trouble cases are being closed out before the problem is verified to be fixed. That's just plain bad bussiness.
07-13-2012 09:31 AM
I don't work for comcast nor would i ever . Am a customer this sticky thread, has helpful hints on modems and how to post your problem using modem signal page with range values .
07-13-2012 10:47 AM - edited 07-13-2012 10:49 AM
Try the self troubleshooting stuff, then post the requested stuff. Also. please tell us what the exact make and model number of the modem you now have is ? Is it another 6121 ?
©2011 Comcast | Investor Relations | Press Room | Corporate Blog | Privacy Statement | Visitor Agreement | Comcast.com Feedback | Site Map