General Hardware and Software

[GSTExec1]

I have the Comcast SMCD3GNV wireless gateway it has a battery in it for the phone backup.  My question is since I installed the gateway the battery charged to 100% on the screen and since has slowly went down to 81% and never has went up in %.  Is this normal? 

I called the Comcast support and they stated they did not know but if the battery continued to discharge to take it to a service center and exchange the battery.  I took the battery to 3 different service centers in my area but they state they do not have batteries and to call 800 number.

Any Suggestions... 

[cablestrangler]

If battery goes all way dead customer support will automatically notified and they will send tech out to replace it

[Paraniod]

Call 1 800 363 2416 gateway support people, I'm sure they can give you an answer or get the battery replaced if you need it.

[EG]

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cablestrangler wrote:

and they will send tech out to replace it

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"Christmas is coming too" HaHa !

[dsanbo]

And if Santa is too busy....they'll send the Easter bunny....!!!

[PeteC2]

Ideally, their first advice, swapping the battery at a local center was fine...as long as a local center had them in stock, of course! (I would have called them first, and asked if they had any)

Since that is not the case, yes, call the support folks back, explain that you already established that they are not available locally, and have them ship you one...or if they can not do that, swap you a new eMTA gateway. 

Having adequate battery back up on an eMTA is a reasonable concern, and one should not take a "we can't" as an answer.

(ugh...hate wireless gateways...hope yours is performing well!)

[BruceW]

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PeteC2 wrote: ... I would have called them first ...

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How?

[sabretooth]

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BruceW wrote:

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PeteC2 wrote: ... I would have called them first ...

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How?

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Cell phone of course.  All Comcast phone users should have a cell phone for emergencies.

[BruceW]

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sabretooth wrote: Cell phone of course.  All Comcast phone users should have a cell phone for emergencies.

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True enough!

But what I was trying to say was, how could one call a service center when, as far as I can tell, there is no way to reach them by phone?

[PeteC2]

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BruceW wrote:

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sabretooth wrote: Cell phone of course.  All Comcast phone users should have a cell phone for emergencies.

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True enough!

But what I was trying to say was, how could one call a service center when, as far as I can tell, there is no way to reach them by phone?

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I don't recall where I got the number, but I have called my local Comcast center in the past...perhaps it is different now?

[GSTExec1]

Thanks for the reply.  In the past you could call our local office but about 2 years ago the number get routed to the local call center in West Palm BEach, Fl that is about an hour away.  If you ask them to call the local center they send you to and confirm that they have a battery the response is they have no way to contact them.  Seams weird  but it is Comcast.

I will call them again tomorrow and see if they can send me one.

Again thanks for the suggestions and the FUN...LOL

[GSTExec1 · Accepted solution]

Answer was found with Comcast chat tonight.   They gave me a number 800-948-5385 that goes to emta battery replacement.  I called and they stated no local office has access to batteries for emta.  She confirmed my account and looked at gateway through system and will send replacement battery in 7 to 10 days.  I will follow up after receiving battery.

Again thanks for all the help and fun..

[TerriB]

My wireless gateway is on its way to me. The email I got said "without battery"...HUH? I can't believe it and I don't think the battery is your regular type of battery.  DId yours come in the box with the modem?

Terri

[GSTExec1]

My SMC gateway was for phone and internet and the battery did come in the box.  I understand that a battery will not be provided if it is for internet only.    I state this since at the time I had 2 SMC gateways.  The first which hade phone and internet came with a battery but the second one internet only did not come with a battery.

Charles

[TerriB]

Thanks for the reply. I have had Comcast Digital Voice for 2.5 yrs and have premium triple play so why in the world does the order email say its coming without a battery.  I haven't called about it yet as I always try to  see if anyone else has my issue/solution first.  Many times we customers can solve each other's problems better than they do on the phone unless you get a technical specialist. This is going to create a real mess because I will have to go to war with someone to get a batttery and then have to wait again for that. The first time I ordered the wireless gateway at the end of Sept something happened and it never shipped and I waited a longer than I should to call them about the fact it had never arrived. They ordered me another one yesterday and are shipping priority UPS so when the order confirmation email came and said 'without battery' I was really irritated. I need to calm down before I contact them again. This is ridiculous. The users guide on line says if it comes without a battery to call 1-800-Infinity...gee thats great advice..

Wish me luck!

Terri

[GSTExec1]

I would think that the unit would come with a battery since you have CDV but I know how things happen.  If the battery does not come call 800-948-5385.  This is the number they gave me for the replacement battery and it came in about 3 days.  I also found out form a Comcast supervisor that the service center in my area has the batteries also.  I went there and confirmed and received another one for the gateway without CDV.

I know how it is to wait and then not get what you need it has happened to me.

I hope all goes well for you.

Charles

[TerriB]

Charles,

That is excellent news and information and I thank you so much. I happen to have a Comcast office about one mile from me so that will be my first contact if the battery is not with the modem. Their regional HQ is 15 minutes away too and and I am sure they do NOT want me coming over there.

Thanks so much
Terri

[TerriB]

SURE ENOUGH...just got wireless gateway via UPS and NO BATTERY. I have them on the phone right now and she wants to send another COMPLETE gateway and I said no wayand I said it .probably won't have battery either and the battery is NOT liste on the lid of the box as to 'whats in the box'.  She said they sent the package for those who do NOT have voice by mistake. They have to send me another complete gateway package. I gave her the number that you called to get  a battery and she said NOPE and I can't get it at the service center either. So they are sending again and I have to return this one that was shipped in a box large enogh to hold a small child.   So here we go again.

Terri

[GSTExec1]

Sorry to hear that they have to send another one.   It seams strange to me that they cannot just send a battery and turn on the CDV.  But Comcast is a strange company with some rules..   I do remember the box is very large that the gateway comes in.  Best of luck with the next one on having the battery.   I have an extra battery that they sent me but if they will not turn on the phone it is off no use to you. 
Best of luck...

Charles

[TerriB]

Charles, thanks for the nice offer of the battery.  They really should keep some modems/gateways /batteries in the local offices like they do the cable boxes/remotes,etc. It costs them to ship all this stuff. They even tried to have me pay to ship the  correct one and I went nuts on the phone. NOT my fault they sent the wrong unit. They know I have data and voice and I also told them what I needed the modem for...jeez. If I see the $40 on my bill heads will roll.

I will keep you posted on the soap opera,

Terei

[TerriB]

Charles,

This just keeps getting better. Comcast ordered me the correct gatewate complete with battery  yesterday and it was to arrive within 3-5 days. I tracked on UPS this morning to see if it had 'left' yet and it said it would be dellivered today. I thought..WOW...that sure is fast. It was sent Its the right one and includes the battery and label to return the wrong one that I got. I happened to look at the address where it was shipped from and no wonder it got here so fast. Came from the Comcast service office ONE MILE from my house and the return shipping UPS label goes same place.

[GSTExec1]

Terri,

It should be drop shipped from an address in North Carolina with a return address to the local service center.  They do that so that if it is not delivered it will be an easy way to get it taken off of the account it was charged to.  The two they sent me did the same thing and I asked at the service center and that is what they explained to me.  I know that a lot of computer parts I order are done the same way.  The company has it shipped from a warehouse that they buy from and the invoice inside shows the co I purchased it from.  It is shipped from a warehouse close to me not owned by the co I purchased it from but the return address is the co I purchased it from.

I would imagine that smc drop ships the gateway for Comcast but will not take it back so it goes to the local service center return to be credited to your account and put into inventory of Comcast.   If you see the dumpster at the back of any Comcast office you will see a lot of the shipping containers empty that have been returned to that service center by UPS or FedEx Ground.

Hope all is OK if you have received the gateway.

Thanks for letting me know what is going on.

Charles

[TerriB]

WOW Charles..thanks so much for 'splaining how/why they do that...I think. To clarify do you think they will take back the first one that was shipped to me at the local service center?

I spent all afternoon yesterday trying to get voice activated. Talked to four agents including chat (who dropped the call after 15 minutes of conversation). Late yesterday afternoon agent almost had it activated and her system went down for maintenance. I was more than livid. Have had no phone obviously. Had to use cell of course to talk to them and sometimes its not the best in the house but I managed. This morning I called back and VOILA...finally got it activated...Whew. What a journey but good to go now. I will wait a long time to mess with the wireless features.

On the third call to them they decided to send a tech here today. I told them I was NOT going to pay them since its NOT my fault. The agent said not to worry about that. I am still going to let the tech come just in case something happens and I know it will if I cancel the appt. Murphys Law!

Have a great day!

Terri

[GSTExec1]

Terri If a tech is coming out have him return the gateway and get a receipt from him.   I know I tried to return a gateway one time at the service center and they said since it had CDV I had to have a tech come out.  They did not charge me and he took the gateway back.

I understand what your going thru since the first one I received from Comcast went very much like your experience. Sometimes it takes a lot of Patience with Comcast but sometimes thing just work the way they do things.  Kind of boggles the mind...

Charles

[TerriB]

Consider me boggled! I thought about asking him to take the first and wrong self install kit AND their old modem but didn't know if I could get a receipt but I sure will ask. I don't mind calling UPS to pick it up but why if it can be done this way. If I save Comcast a new dollars maybe they will save me a few later...don't laugh!!

I had one big issue with the Comcast agents on the phone. Their voices always sound robotic and its hard to understand sometimes. Not talking about accents. Very precise speaking like a robot strange voice pitch. Using my blue tooth so I could have hands free didn't help.

Oh well

Thanks again

Terri

[jelmiusa]

I have an existing ARRIS Voice/Data modem $7/m with battery for Voice BU. When I requested the upgrade 3.0 modem, an SMC modem (above) arrived. When I went to activate, remote tech advised there is now a "battery order line". I called them in the morning and was advised as of 2/16/13 BU Internal modem battery is no longer provided & is optional, costs $35 plus $5/95 (S&H)= $41.95. OEM is $14.99 on Ebay, free S&H? I was advised that the FFC still requires voice BU service during a power outage, but? I can't explain that. . In the end after 2 phone calls, I was issued a $20 credit by retnetion and $21.95 credit by billing, and they orderd the battery. They agreed someone should have said something, otherwise I would expect the battery. Paying $7/m ($84/yr for modem rental), the $15 battery should be included for voice customers? I think that many customers do not care anymore if the Voice service goes out during a powere outage. I do. Activation thought it should be there for voice users, so all are not on the same page. If you can get a credit, or get it sent free, go for it, otherwise the ebay $15 is reasonable. I told Comcast that if it was $20 extra and optional at time of upgrade, that would have been acceptable. Not $41.95 and no heads up. Comcast did make it right, this time. KUDOS.