New Member
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Exhausted Tier 1 and Tier 2 support, need to escalate asap
1. We moved into this building in 2022 in Suite 217 with no issues for 2 years.
2. We moved into Suite 212, started with both suites for 1 month until we completed the move then cancelled 217
3. December 2025 we began getting what we perceive as internet drops. Every day 2-5 times a day. Video and Phone calls disconnect and drop, internet freezes, all computer tools alert to "no internet". We call in and Support continually tells us they don't see the modem disconnecting.
3.1 We have a secure internal network. We pay for 5 Static IP Addresses and the modem feeds a firewall.
4. Comcast comes on site and changes the modem in Jan 2026, no changes. We're put in touch with Mark Shefcyk to coordinate repairs.
5. Because Comcast support continues to tell us there's no issue with the service because the modem doesn't disconnect, we add a monitoring devices connected to the Modem (ruling out the issues is internal in our network) that sends alerts emails, and we find the intermittent issue persists.
6. We call every week, Comcast changes the modem again, and then runs a new line from the TAP and adds a 2nd "test" modem, they report the same findings, as do we. We keep getting dropped, our monitor devices shows drops, but Comcast reports nothing is happening.
7. Comcast changes our Static IP range, with no change.
8. Comcast comes out to check the tap, the tech gets shocked as there's a short in the tap that blows out something in the outside box. Tap gets replaced, same issue, no changes.
9. August, I insist and get a Tier 2 network tech, after speaking with Murray, Mackenzie, she tells me that there is degradation on the download that is visible from the Network Tier 2 level.
10. With that info I contact Mark who sends a tech to sit here for 2 hours, he doesn't catch anything but tell us that they can see that all the modems in the building have random reboots.
11. We go down to Suite 217, who moved in March, and they report the same issue, and state they've been calling in also.
12. For the last 2 weeks I've been emailing Mark and Mackenzie asking for updates.
This is a complete failure in your support system, Onsite Techs don't seem to be able to see what Tier 2 can see, or what they're reporting in tickets. Tier 2 is being disregarded by onsite teams telling me that they "don't see the issue". I am getting constant push backs from your support teams, to the point where we needed to go knock on doors of neighbors in our building to ask who is having the same issue so we can prove it isn't just us.
This abysmal level of support is unacceptable. We need a coordinated point of contact at a high level to bring these teams together to solve this buildings issue asap, it isn't just our suite, and eventually you will have clients in this building going beyond just contacting Comcast. Please help us resolve this issue finally, it's been 10 months of unreliable and frankly embarrassing internet service from Comcast.
Comcast_Peter
Official Employee
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46 Messages
7 hours ago
I understand your concern, especially given that the issue appears to extend beyond your suite and has been reported by other tenants in the building as well. I can also appreciate how frustrating it must be to receive conflicting information from different support groups while the service interruptions continue to impact your business operations.
Based on the history you've shared, including the modem replacements, line replacement, static IP changes, tap replacement, monitoring data, and feedback from Tier 2 identifying degradation on the network, it's understandable why you're seeking a coordinated approach and a single point of accountability to drive resolution.
We appreciate you bringing this to our attention and providing such thorough documentation. We'd like to review the current status of the case, the findings that have been documented by the various teams involved, and determine the appropriate path forward. To do that, we'll need to access the account and associated records.
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