Intermittent Connectivity

Support:

I have been a bus class customer since 2005. I had an office location w/triple play. I also had a business class internet to home office in my house (all my own modem and standalone wireless 1GB router) I closed the businees office. Turned in the equipment and moved the business class address to my home office. For the next 4 years things worked pretty good. Minimal drops.

All of a sudden, 4 weeks ago, I received a call from the business marketing trying to upsell me new lines of service and updated equipment. Advised them I had my own equipement at this location. I was told that was ot possible. We sorted that out the BO began crediting me for my home equipment. The very next day, I began having dropped connections 3 or 4 times a day, which continues to this day. I have reset my modem 2x today, as I have had to power off all equipment and reset the modem and router.

I have been a Fortune 500 tech support manager and I have tried to work the issue by following all of the steps outlined by testing my Motorola Surfborad DOCIS v3 modem only and double checking the parameters. The issue continues to occur. I have called tech support and the standard "it looks good at our end" is the reply. Looking at many replies and complaints, it appears that this is definitely not an isolated issue. Yes, I reset and am using the static 75.75.76.76 and 75.75.75.75 DNS

But, unfortunately something has changed. I would request a full diagnositc be done on my home line, or a service call be made to check the comcast lines coming into my home office.

Thanks in advance,

exsfcp

New Hope, MN

Responses

CC_John

Retired Employee

•

1.9K Messages

10 years ago

HI exsfcp. I apologize for the problems you've encountered while attempting to resolve your service issues. I have engaged the Regional Support Center to assist with resolution this issue.

Thank You

0

tmittelstaedt

Problem solver

•

326 Messages

10 years ago

Sounds to me like they have the wrong modem model configured for you, probably as a result of all the customer services changes (which I still don't understand from your description what it was that you did)

0

exsfcp

New Member

•

3 Messages

10 years ago

Comcast_John, thank you. I received VM from services, saying I had the wrong equipment on my end, which is entirely incorrect.

My home business office SB 6121 is approved comcast equipment and was the recommended brand when I purchased the upgrade to my home office. (See below explanation)

Next step is for a tech to come out and check the line coming into the premises, due to weather conditions wind and cold weather, the line might have a problem at a connection off of the pole or at the house.

0

exsfcp

New Member

•

3 Messages

10 years ago

I had a business class Triple Play account at my office location. I had a home internet connectivity that was then upgraded and piggy back against my business account as a business office extension, both accounts had the same download and upload speeds.

When when I got the home office account, I had to purchase a new modem and I purchased the surfboard 6121 that was recommended by Comcast as their preferred series of internet modem.

So, the modem that I have had at this address for the past 5 years has been one of the recommended modems that Comcast has requested customers use.

0