General Hardware and Software

[RJJP]

I just had my Comcast services installed, everything fine, uptill the moment when I had to download something on my laptop and install it... it said "software to talk with modem to bla bla bla" yea right modem, more like "I need to set some ad links, start page etc.". Then the software crashes mid through... I open chrome and Internet works, something seemed different on the screen but I didn't put much attetion to it, well Internet worked okay. 

After some time I finally have to use the net, and I cannot find my favorites... I unhide the bar in settings, and it's empty! I chceck firefox and the (old) faviores are spammed with some xfinity/comcast links...

So basically Comcast software was kind enough to not tell me that it will try to put some useless stuff in my browsers, no choice, no warning, no nothing. Not only that, it crashed during the process corrupting the chrome setting files which resulted in deleting all current favorites.

Thanks Comcast!

[Queen-Evie]

Which Comcast software are you referring to? Comcast does not have a stellar history when it comes to branded software. It is not needed in order for you to use Comcast internet service.

If there is any installed go to Add Remove programs and get rid of it. Your computer will thank you.

[drougely]

Good evening. I just had my Comcast internet transferred to a new residence and experienced the same issue. I use Google Chrome and I'm pretty tech saavy. The way you describe what happened, I could not have done any better myself. I very disappointed for I've have lost years worth of bookmarks due to downloading and installing this Comcast activation software. Although I have an incremental back up of my Chrome bookmarks, I will lose the past six months of new bookmark saves. This software is poorly executed in my opinion. If you find a solution on how to reverse it, please do share.

Thanks

[Queen-Evie]

This does not help you now but for future reference you do not need ANY Comcast software in order to get your Comcast internet service installed. If there is any installed run to Add Remove and get rid of it.

[NF48]

I just had the same thing happen to me. Very frustrating. If anyone knows how to get the favorites back, I would love to hear!!

[kalbuir66]

The same exact thing happened to me.  As for the comment about not needing to install stuff...while it's true you don't need the software for the internet to work, they make you do it to finish your activation.  There was no way around it.

[databong]

When the install process forced me to download an exe file, I asked the installer why that was necessary, and he said it was "just to the receipts and the paperwork -- it's required."  I said that was BS.  If it was paperwork, they could just make me download or email me pdf receipts or paperwork.  I KNEW they were going to install crapware and screw with stuff on my machine without my permission.  But as others have said, the install process forces you to execute this junkware or it won't complete the installation.

Sure enough, I open my browser and:

1) My default search engine is changed to xfinity, which plasters my search results with links and ads from comcast.

2) My browser toolbar is littered comcast junk.

3) My browser homepage is overridded with a comcast junk page.

4) And worst of all, my browser startup setting was changed from "show my windows and tabs from last time" to "show my home page."  -- So when I closed my browser, my 10 open tabs, that I expected to be saved, where gone.  Poof.

Needless to say, this is absolutely sickening and disgusting.  What a great way to start off my very first experience with Comcast.  Blackmailed into executing junkware.  Lied to by the installer.  Having my browser reconfigured without my permission.  And then forcing me to hunt around my computer, in the registry, and all over for other possible violations of my property.

Now I know what to expect from this company.  The absolute worst.

Thank you Comcast. 

[CrockD]

I have the exact same problem.  Ever since I had to have my modem replaced the "final activation" forces me to install Comcast software that overrides my search engine, changes my homepage and changes the settings on my browser.  I have noticed that in spite of the very high bandwidth I have, website (especially facebook!) load up slowly as if the browser is chugging on the software overlay that Comcast has forced upon it.

An ISP forcing changes to software on your computer should be illegal! I don't want Comcast branded junk all over y computer just so I can use the freaking internet.

One more thing: The installed software does not show up ANYWHERE in add/remove programs so you can't just take it off.

[CrockD]

If any of you really want to do something about it lodge a complaint with the better business bureau by going to the their site;

http://www.bbb.org/

Make sure you select Comcast company headquarters so that the complaint goes to the right place.

[8-]

I don't claim to be a pc wizard, but it makes no sense to me why the bookmark drop box is over top of selections for entertainment etc..  Every time I need a bookmark I have to find a space that is not over top of one of these selections or it will direct me to entertainment or whatever else I click on because it is hidden underneath the drop box.

[emh09d]

I recently experienced this problem when I started my Xfinity account. I tried every way I know of to recover the bookmarks and still had no luck. I reported the corporate office to the BBB and received a phone call from a woman named Meredith at Comcast a few days later. She told me she would have to send the problem to the escalation team because she doesn't know how to help me but wanted to make sure she understood my problem. Which she wasn't: I had to explain what malware was. 

Later another rep from Comcast, who I imagine was part of said "escalation team", called me and wasn't much help. I re-explained what had happened and the Comcast rep's suggestion to me was to 'Google it'....  As if I had not tried that. She also said she had never heard of this problem before at which point I mentioned this thread to her.

I told her that I figured they would not be able to help but she said she would forward the information along to corporate (isn't that who I've been talking to?!). I'm not sure how accurately my problem was conveyed, however, if this rep didn't even know the difference between a homepage and a default browser. VERY disappointed with Comcast. I hear their customer service is great in other areas of the country but they're nothing but a joke here.

[xyzuvw]

The Comcast software deleted all my bookmarks in all browsers today on my computer,....

Thanks Comcast software!!!

[Queen-Evie]

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kalbuir66 wrote:

The same exact thing happened to me.  As for the comment about not needing to install stuff...while it's true you don't need the software for the internet to work, they make you do it to finish your activation.  There was no way around it.

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There is a way around it. CALL to have the modem provisioned and activated instead of using the software or self activation page.

[xyzuvw]

Thanks for the help,

But I called the installer, subcontract corp. for Comcast, they told me that one has to install software to active the modem,...

Would you like to tell me where and which number to call?

I called last night on 800 number and the answer is outside the US and he is knowledgeless,...

[ihatecom_cast2]

You can call 800-934-6489 and get someone in the U.S. How helpful they will be depends on the person you get on the line.  After being told, "I'm sorry, but I'm not familiar with the activation and installation process," I asked to speak to a supervisor. He had no idea what the problem is, but he was more willing to help.  Finally, he gave me the number of another tech support department which, as it turns out, is where they want you to PAY to get help from them. I laughed and told them there's no way I'm paying to solve a problem they created, and the woman transferred me somewhere else and I was disconnected in the process.

Has anyone managed to find a solution to this problem? I've tried System Restore and everything I can find by Googling this, but nothing works. I've settled on the fact that I'll simply have to re-build my bookmarks collection, but I just want their stupid software off of my computer. The fact that they can't even tell me how to do that is appalling.

[polaskj]

I just installed the manditory Comcast software following the instalation of my modem/router.  I as well lost my Chrome app data directory including all of my bookmarks (mostly work related). As a new customer I already have a bad taste in my mouth. I am very dissapointed. 

[Dr-John]

You are speaking of using the Comcast self installation kits, where you don't need to use the DVD to get online. The Comcast software is notorious for doing nothing other than trashing browser setups and spamming your computer with bookmarks and icons, so everyone tries to avoid it like the plague. 

But there are situations where you cannot avoid installing the software. I will try and go through my recent Comcast tale of woe as quickly as I can (popcorn recommended).

We got the recent Comcast letter in the mail saying they had upgraded to DOCSIS 3.0, and that to take advantage of the improvements we needed to upgrade our 2.0 modem.  We didn’t want to rent a modem so we looked online to purchase any compatible modems from the Comcast list of approved modems. We needed a cable modem that also had telephony capability for Comcast VoIP. The list was quite short, and none of the approved modems were available online anywhere except for one used model on eBay at an elevated price. Apparently Comcast has already bought up all of the “approved” telephony modems, because they were not available anywhere except Comcast.  So we decided that the best option for now would be to rent one from Comcast directly. We called and asked them to send us the proper modem and self installation kit.  They were very nice on the phone and everything was all set up. They said we could expect the kit to arrive in about a week.

Within minutes of hanging up the phone we found that the Internet was no longer accessible because our connection had been set as though we had just called and told them that the installation kit had already arrived. So we were a week away from getting our new modem from Comcast but they had already made it impossible to access the Internet without going through the install routine for the new modem. Since there were no other options we started the routine to reactivate the account in the hopes that at some point it would give us the option to say "no we do not have the kit yet, and we will call when we actually have it". No such luck. We stopped halfway through the installation process, before installing the software, and called Comcast.

Four or five support calls later totaling well over two hours and the Comcast people could not switch our system back to normal online mode. We were stuck in the installation lockout (selfinstall4/captiveportal)

They had set the system back to our old 2.0 modem's MAC address, but could not do anything further from their end. All I could get to was the screen that said “NEXT”, which guided me to the Comcast software that I had to run. So I went ahead and ran the dreaded Comcast install software (after setting a Windows restore point), and as it was designed to do, the Comcast software promptly trashed my Google Chrome configuration file, put Comcast icons all over my desktop, and put tons of unwanted Comcast bookmarks all through my IE, Firefox and Chrome browsers. Fortunately I mostly use Opera because it is not targeted like the other browsers, and it remained unscathed. Thank you Comcast for at least ignoring Opera.

So the installation program did get us back online, indicating that it was impossible for Comcast to do anything from their end once we had started the self install routine (without having the new modem kit on hand). If you are listening Comcast, you need to change your ways. Your installation software makes users very angry, and does not drive anyone to your sites. It is very harmful for customer PR. You might also want to remind your tech support people to wait until customers actually call and say they have the kit and are ready to install it, before mandatorily redirecting the customer account to install mode.

[MKast]

I had the same issue with everyone here, because the tech didn't have the modem provisioned and activated, the Modem brought up the activation page (no matter what URL I entered) and forced me to download the Comcast_Desktop_Software_1203.exe.

It does actually show up as "Comcast Desktop Software" in the "Add/Remove Programs" list in pre-Win7 or "Programs and Features" in Win7, but uninstalling it will not reverse the actions it has done during the installation process. In other words the changed browser settings and/or missing bookmarks stay.

As databong (above) already mentioned, the software does the following (known) changes:

1) My default search engine is changed to xfinity, which plasters my search results with links and ads from comcast.

2) My browser toolbar is littered comcast junk.

3) My browser homepage is overridded with a comcast junk page. (mine opens 4 different comcast tabs every time I open the browser)

4) And worst of all, my browser startup setting was changed from "show my windows and tabs from last time" to "show my home page."  -- So when I closed my browser, my 10 open tabs, that I expected to be saved, where gone.  Poof.

Definitely go through ALL of the browser settings and re-check them!!!

IMPORTANT partial SOLUTION:

I did, however, find a way in Firefox to restore the bookmarks!!!

- Open Firefox

- Click on "Bookmarks" in the menu.

- Scroll all the way to the bottom, where it should say "Unsorted Bookmarks".

- Click "Unsorted Bookmarks", which will open the Library in a separate window. (If you know how to get to the Library in a different way, do that).

- In the menu of the Library window there should be an item called "Import and Backup". Click that.

- In the "Import and Backup" sub-menu, when you hover the mouse over "Restore", a fly-out menu should appear showing 10 (automatic) backups of the bookmarks.

(These backups are apparently always set when you close the Browser)
- Choose a date, before you installed the Comcast Desktop Software and the bookmarks will reappear.

At least they did with me.

Good Luck!

[hgas343]

In Firefox type about:config in the address bar and press ENTER.

Search for Keyword

Locate and double-click the entry for keyword.URL

Modify it by add the below set of values :

Yahoo: http://search.yahoo.com/search?p=

Ask: http://www.ask.com/web?q=

Bing: http://www.bing.com/search?ie=UTF-8&oe=UTF-8&sourceid=navclient&gfns=1&q=

Google: http://www.google.com/search?&q=

Also be sure to search out "XFINITY" in the about:config search bar and replacing it accordingly. 

Also be sure to write the Better Business Bureau.  This is malware being passed on to unsuspecting consumers by a supposedly legitmate organization.  You can also submit Comcast_Desktop_Software.exe to

https://www.microsoft.com/security/portal/Submission/Submit.aspx

or

http://www.mcafee.com/us/mcafee-labs/resources/how-to-submit-sample.aspx

Hopefully this will soon be recongized as a malicious program and identified by major malware scanners. 

[burpmn]

thank you. you're awesome.

[GrumpyCustomer2]

The short version: Download the installer, but don't run it. Wait a few minutes. Maybe relaunch your browser.

And the long:

I was browsing this thread on my phone, looking for a solution before clicking the "f me" (read: install) button.  In the mean time, I went through the entire activation process up to the point where I downloaded the vile installer.  I proceeded through the beginning of the install process to the point where it asked me to close my browsers. I closed the browsers, and in one last desperate attempt to find another way I went back to my phone.

About 2-3 minutes later, still having not pressed "Continue" after closing the browsers, what do you think I heard?  The indicator for an incoming email!  

Cancel installer, re-launch browsers, hit google.com, everything works.  Bookmarks intact. Guess I lucked out.

This was on OSX, behind a router.

[mikeschumann]

AWESOME!!!!  You saved my day (week, month.....)!!!!!

[arun_bit]

I kind of guessed this must be a dummy packgae to install - it said "it will talk to the router" and blah to make sure i can connect to the internet.

I download the package - bud did not install it.

i opened another window and i am now typing this message. 

(OSX, chrome here).

Hope it helps others also.

[bobsfamily]

Thanks so much for the info about changing the setting!  Fantastic...

[wildsdark]

Thank you so much for this! I tried everything to get my bookmarks to show back up and absolutely nothing worked. I followed your instructions and VIOLA! they are all back! Very happy now!!!

[erock85 · Accepted solution]

yeah, except calling a technician to come out is a $50 service charge.

[jeff3603]

The charge depends on how you word your request. I got it for free by playing like I was a total techy dummy and was clueless. I got a tech the next day and wasn't charged. The tech also told me never self install and never provisionalize your modem over the phone.

[EG]

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jeff3603 wrote:

The tech also told me never self install and never provisionalize your modem over the phone.

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Wonder why ?