05-17-2012 05:25 PM
Since getting the triple play service almost 2 months ago, my calls drop. It USED to be that I could get 19-30 minutes of talk in before sudden dead silence on both ends. Then it takes several minutes for it to "clear" to be able to call back, but it doesn't matter because that call will die too only much sooner. I'm so frustrated now that I see others have had this issue but no one has bothered to say if it was ever resolved or not. Comcast just says everything tests well on their end and I was referred to a 3rd party they use to investigate further. That person was so wonderful but said that it was likely inside wiring. Ok....had a tech come out yesterday and took the day off work for that. He was there all of 20 minutes tops. Said he replaced the ground block and stripped back some wire or something or other but I could hear him on the phone he used to the main office or whereever and that person said there was nothing showing anything was wrong. Well NOW when I made a call last night, the call dropped after 1 minute and 17 seconds. The call back died at 3 after 3 minutes. I did the online chat thingy this morning with Comcast and its like starting over every single time!!!! They ran a "health check" yet again and guess what......NOTHING SHOWS THERE IS A PROBLEM. Well there IS a problem and I'm really getting tired of this. I'm supposed to call back from home later today and we'll see if anything gets resolved but I'm here to tell ya...I already know it won't be. I have NO confidence in this phone service whatsoever. Have been a cable customer for years and have had no complaints. The internet works fine...but I want my landline to work too!!! I'm really, really upset that I'm going to have to go back to AT&T but I know that is what is going to have to happen. Its like these people just don't really "get" it. Just cuz the modem shows no issues doesn't mean there is no issue! UGH!!! (AND NO....I do not have a Uniden phone!) When they installed the phone, they drilled through some weird outlet thing on the wall. I nor the tech new what it was and she thought it was some sort of old antennae system. I'm really wondering if that could have anything to do with the problem. Maybe they should re-install and drill through the wall as if nothing had been there before. II'm not a technical person and not sure how it would be a problem but this house is uber old. Maybe its running some sort of interferrence?? When I mentioned it to the tech yesterday...he just blinked and dismissed it.
SO....after I've rambled all that....has anyone with dropped call issues actually ever gotten it resolved or did you have to go back to an actual phone company?? Thanks!
05-19-2012 08:38 AM
I, too, have the triple play and have had that for approx. 5 yrs. Though I have not had the "dropped call" issue and cannot address that directly, I did have 2 other issues which were addressed.
One thing I will emphasize...always be persistent!
Anyway, I had my 1st issue immediately upon hook-up where I could call out using Comcast but I could only receive calls if I hooked up a phone directly to the box on the outside of my house (I, too, live in a very old house). Finally, I asked my uncle to come over (who retired from ATT years ago) and figured out what the Comcast tech had done wrong.
The 2nd issue was that I could call long distance to everyone but my friend in another state. (She could receive calls from everyone but me.) I reported this to Comcast. The tech on the phone escaleted the problem to someone else and I was emailed 2 days later when the matter was solved. (Turned out to be a switching line of ATT's that they use enroute on long distance.) I've had no issues since.
Based on my 1st issue, however, I will say that I do not have complete confidence in the installation process. Of course, I got the voice option when it was first introduced to the area but I did NOT accept that as an excuse. Sorry that I could not be of further use. But if I were you, I would go with your gut feeling that it's with the installation and work from there. I would avoid going back to ATT at all costs. I speak from experience.
05-19-2012 10:43 AM
Hi yes I had the dropped call issue. In my case it was due to my modem randomly resetting itself so when Comcast replaced the modem that fixed the problem.
05-21-2012 02:09 PM
Thanks for the replies! They sent another tech over the day after the first one. He didn't even make it into the house and tried not to even come (he tried calling before he got there but I was outside at that moment). He tells me he could check everything out but he'd just end up saying everything looked great like the first tech did since it clearly isn't the modem. He claims he looked it up on the computer that there was an issue in the whole area with the network. I asked why no one else including customer service or the other tech knew about it and he tells me not everyone looks things up on the computer. Mmm-hmm. He said the network guy would be able to get to it in the morning. I asked why it wasn't widely known there was a network issue and he says customer service wouldn't know about it unless lots of people called about a problem and I'm the only one who's called and there would be nothing else to make them even look it up. Uh...I've had the problem since I got the service 2 months ago. NO ONE else has called in that time frame when allegedly others would be having problems too?!! Ok..just to be clear, I knew the guy was full of it. He had at that moment just made it clear that I was not going to deal with this issue anymore because clearly, Comcast doesn't care and has no problem losing business or maintaining any sort of reputation. So the tech tells me to call him the next day and he can let me know if the network had been fixed. I took his cell # and called the next day and YEP...whadaya know, problem has been fixed. Only.... I STILL HAVE DROPPED CALLS! So NO...the problem has not been fixed!!!
Called this morning to see about moving from triple play to double play since they can't give me good service and I was first told that was ok and to call them for the switch once AT&T ported my number back. THEN the rep calls me back to tell me no, her supervisor said that since I didn't make the switch within 30 days, I'd be charged normal prices. EXCUSE ME?!?!?! I have been calling since within that 30 day period and STILL Comcast can't fix THEIR problem! How can I be penalized for something they aren't even really offering me?! Something that they have NEVER been able to provide?! So...at this time, I am basically going to just drop everything with them. I REALLY don't want to do this. Have been fine with my cable service for years and the internet was just fine but they have shown me just what they think of their customers and integrity is NOT one of their priorities.
I will add that the only dropped calls I have are to a long distance out of state number. However...I've told them this and still....not fixed.
05-21-2012 03:36 PM
If it is not happening on all your calls and only when you call that one number maybe the problem isn't on your end, maybe it is something with the other number's network.
05-21-2012 05:37 PM
No its not. Why would this be happening when it didn't prior to me switching to Comcast? I gave them the number so wouldn't they be looking into that? I'm contacting corporate and their legal department.
05-22-2012 01:31 AM
It's like I referred to in my previous answer. I, too, had issues with only ONE call which was long distance. You must keep in mind that Comcast doesn't handle the call all the way through. It is switched you read my first response closely, you'll see that they somehow traced my call and found that somewhere along the line where it "switches" there was an issue.(By the way, Comcast isn't the only company to "piggy-back" off another company's lines. Even ATT does it.)
07-30-2012 08:24 AM
I am also having this issue. Not only me,but my mom and my sister who also has Comcast also has this problem. I thought it was the batteries on my phones, so I changed them and the dropped calls continue. I can call a friend at his house (AT&T) and after 4 min (poof) the call is gone. My sister says she's going back to AT&T but keeping the internet from Comcast. I'm looking into doing that myself.
08-04-2012 07:46 PM
I have had the same issue for the last month and I am through with it. The final straw was a dropped business call that may have cost me money. In fact last night I tried to cancel the service only to be told that I couldn't cancel it because that office is closed until Monday. The most frustrating piece is I can't even stay on the phone long enough to get help because the phone cuts off. I end up burning cell phone minutes to fix my home phone. I too have been a long time comcast customer for cable only and I wish I had never left ATT for my home phone. This has been the most frustrating customer service issue I have ever had in my life. When seeing the adds for xfinity I didn't realize that was how long you would be put on hold - xfinity.
08-15-2012 05:05 PM
OMG. and i thought i was the only one.... i have had this issue for months. the first two years i had comcast no problems. now i can't make one phone call with it being dropped. it's not one number, it's every call in state and out, it's not my NEW phone, it's not after a certain amount of time. it's all calls all the time. some drop after 10 minutes, some after 2, some after 30. i can't even call comcast cause the phone will cut out. i got a new modem from them and the tech guy said this should fix the problem. of course it didn't. i'm ready to drop the service. very very fustrating. i can only call them after 9pm when i get free cell phone minutes cause it always takes forever to get to the right department. extremely disappointing!!!!!
08-17-2012 11:00 PM
Dropped Calls are always a pain in the neck. Two major reasons for dropped calls. 1) old wiring will not support comcast's sensitive digital voice. 2)Noise on the main line backfeeding from other homes. It takes alomost a super tech to find those issues. 3)'Signal' There are multiple peramiters those modems need to be within to function properly, Most comcast tech's dont check all frequencies.
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