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landondyer's profile

Visitor

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2 Messages

Sun, Oct 25, 2020 9:00 AM

Flaky modem, absolutely terrible support

For over a year my Comcast-provided Cisco modem has been randomly freezing; a power cycle will bring it back, but it's an interruption that I cannot afford. The modem has been replaced once. Technicians have visited and determined that there is nothing wrong with signal strength or wiring. My internal network is fine (and I've replaced my router, with no effect on the issue).

 

Calling the support line goes through an automated reset, so technicians are unable to look at the modem in its faulted state. So much for diagnosing the problem.

 

Support call quality has gone downhill, and I can no longer reach anyone remotely technical to discuss this issue. Instead, the reps have attempted to upsell my connection speed, and have made nonsense configuration changes to the modem (why would mucking with DNS settings have /anything/ to do with my ability to ping 8.8.8.8?) This morning I have been suffering multiple modem resets, and have spent over two hours on the phone with nothing to show for it. I am on hold now for 40 minutes.

 

What the heck am I paying for? It's not this.

 

All I want to do this morning is to swap out the Cisco gear for a cable modem that's on the business class compatibility list. It's sitting right there, waiting for me to tell Comcast the new serial number and MAC address. But you're not answering the phone with anyone who can help me.

 

I am an engineer on call with a very popular gaming service that has tens of millions of online users. If the service goes down and I don't have connectivity, I get to drive into work. The high level of technical support I was getting a few years ago is the reason I subscribed to business class, and right now it is not looking like a very good deal.

Responses

Official Employee

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508 Messages

4 months ago

Thank you so much for taking the time to reach out to us through our business forums. I am so sorry to hear that you have had so many issues with the business modem. As well as the long wait by phone to activate the new modem on the account. I use my internet connection for business purposes so I can truly understand your frustration and business impact when you have any service issues. I would love to assist you in getting that new modem activated on the account. Can you please reach out through private message with your first and last name, full business service address and account number or phone number? 

Visitor

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2 Messages

4 months ago

I managed to get my own modem connected (took about 2.5 hours in total; over two hours of waiting, and ten minutes to authorize the modem). You really need to do better.

 

During the conversation with the support tech, they mentioned that the modem I'd been given was "down revision" and deprecated. Additionally, I suspect it wasn't running in bridge mode, but was in some firewall mode that was causing issues. I'm a little lost as to why it took a year for anyone to mention these two facts. My wife's small company also had this model of modem, with exactly the same problem I had, and the Comcast techs were not very happy with it. If this problem is widespread, it's costing you folks money.

Official Employee

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6 Messages

4 months ago

I'm glad to hear the modem is now connected. We're here if you have any unaddressed concerns, just send us a private message with your first and last name, full business service address and account number or phone number and we can take a look.