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Fax line causing fax machine to reboot.

Here's an odd one. We have an HP color LaserJet MFP M283fdw Fax/Scanner/Printer. When using the regular fax line (line 2 on the comcast modem) sending a multi-page fax the machine sends one single page, and then it reboots! Every single time! But if I plug the fax into line 1 (which is our primary voice line) it will send mutli-page faxes with no problems.

I've plugged a phone into each line to listen for line noise, and get a clear dial tone on both. Even pressed a digit to silence the dial tone so I could hear even the faintest of line noise, and both the primary voice and secondary fax line are crystal clear.

I've plugged the fax machine directly into the modem, and on line 1 (primary) it works perfectly. But on line 2 (fax line) it reboots the fax/scanner/printer immedidately after sending page 1, and it does this every single time.

We've had this comcast provided modem for a few years now. So is it time for a replacement?

EDIT: We've replace the machie with a brand new HP MFP machine, and it still does the same thing? So i've ruled out every possible cause except the comcast telephone modem.

 

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Official Employee

Re: Fax line causing fax machine to reboot.

Thanks so much for taking the time to reach out to us regarding your Fax line issues. I very much appreciate your patience and greatly apologize for the delay in our response. I know how important the services are to your business and we want to do all that we can to assist. I would love to get to the bottom of the line issues. Can you please reach out through private message with your first and last name, business service address and account number or phone number? 

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Official Employee

Re: Fax line causing fax machine to reboot.

Thanks so much for taking the time to reach out to us regarding your Fax line issues. I very much appreciate your patience and greatly apologize for the delay in our response. I know how important the services are to your business and we want to do all that we can to assist. I would love to get to the bottom of the line issues. Can you please reach out through private message with your first and last name, business service address and account number or phone number? 

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Re: Fax line causing fax machine to reboot.

Dr John Baskett           3800 St. Johns Ave. Palatka,Florida 32177   (386)325-8305

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Re: Fax line causing fax machine to reboot.

Dr John Baskett         3800 St Johns Ave. Palatka, Florida 32177      (386)325-8305                      I need help with this asap please.This is a business and need attention on your behalf.

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Official Employee

Re: Fax line causing fax machine to reboot.

Thank you so much for that information and can you also confirm the account number or the mac address of the modem? 

Also, we are going to reach out to our amazing advanced repair team so we can look into everything from the backend and make sure everything is good on our side as this does sound very strange. What would be the best contact number to reach you?  

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Re: Fax line causing fax machine to reboot.

Hi Anisa, it is Account # 8495743020062642. Thank you very much for helping me.

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Official Employee

Re: Fax line causing fax machine to reboot.

Thank you for providing this information, Dr.Baskett! You have reached the perfect team to help with the fax line/ modem issues. Over social media, we are diligent in resolving all customer issues. It is known that there may be a delay between responses. However, the benefit and great thing about reaching out to us are you can always pick up where we left off at any time of the day! We salute you for your business and service for over 8 years at your location! Your loyalty means so much to us! Can you tell me if this Friday was the first time you have noticed this issue?

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Re: Fax line causing fax machine to reboot.

Hello Gabe,the issues have been going for sometime now and at first thought that it was an issue on my end.But after having my IT check it out and having him test the entire system it has come to a point now that it is Comcast issue.Thank you

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Official Employee

Re: Fax line causing fax machine to reboot.

Hi! I appreciate you for letting me know! I am glad to hear that you had IT check everything out on your end! That really helps us in getting to the bottom of the issue as quickly as possible! In reviewing the account, I am seeing that our awesome field engineers began working to resolve a technical issue affecting your location back on my birthday on 04/26/20. However, I am seeing that the job is now suspended at this time, which could be the cause of this issue. Our field engineers are great and work hard with dedication and commitment to resolving technical issues affecting your location as quickly as possible. Rest assured, I have made you my priority and will have our Advance Repair team to research this concern further on our side. This team is a group of advanced repair representatives that is dedicated to resolving issues such as this. Would you mind also providing me with your best contact phone number and email address?

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Re: Fax line causing fax machine to reboot.

thank you,(386)546-4402. I would also like to have my modem replace if you could please send someone at earliest convenience,as i cannot wait on your people out there.i have a business to operate.

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Official Employee

Re: Fax line causing fax machine to reboot.

You’re welcome, Dr. Baskett! I have now submitted a request to have our Advance Repair team to contact you within the next 48 hours (386)546-4402. I will also make sure to monitor this request and follow up with you in 24 hours to provide an update.

We truly want you to have reliable service so your business can operate correctly. We understand this is a sensitive time for many families during this health crisis. As a company, Comcast wants to help however we can! Check out this helpful link to see all the ways Comcast is committed to helping our valued customers during the crisis: https://comca.st/3ctTLyI.

Additionally, just so you are aware, to support public health efforts and to protect the health and safety of our employees, we are now limiting inside service visits provided by our technicians across the country. A modem replacement would normally require a technician installation. However, our technicians will no longer be entering the inside of a building unless services are all out during this challenging time. We want nothing more than to get this resolved for you and thank you greatly for your patience! What I have done from here is submitted an additional request to have the modem replacement dropped off to you. I can not guarantee that we will be dropping off the modem to you at this time, however, I have certainly submitted a request and will follow up with you to provide an update. 

I look forward to speaking with you in 24 hours Dr. Baskett. In the meantime, please feel free to reach out! We are here to serve you at any time for your convenience.

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Re: Fax line causing fax machine to reboot.

I will Need to have someone install it, as i have faxes that need to sent to attorneys and insurance companies.I can arrange it so that nonone will be at the office when he installl.... so no excuses here.Thank you

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Official Employee

Re: Fax line causing fax machine to reboot.

It is my pleasure to help! We definitely want nothing more than for you to be able to have those faxes sent. Even though you will be able to arrange for no one to be at the office, our technicians will not be able to enter the building unless all services are out at this time. I will certainly follow up with you in 24 hours to confirm if we can drop off the modem to you. If we are able to drop off the modem, will you be able to have IT install it for you as one option? Additionally, our Advance Repair team will be looking into this further to make sure that you will not continue to experience this issue even after replacing the modem.

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New Contributor

Re: Fax line causing fax machine to reboot.

I'm sure my IT will be able to install it as long as he is able to communicate with one of your tech to guide him.Also i'm sure that he will be charging me for that service,and if that will be covered by Comcast i'm sure it can be done.

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Official Employee

Re: Fax line causing fax machine to reboot.

Absolutely. We will be able to help with some guidance on here. As far as the charge for the install service, we would not be able to cover the cost directly. However, as a form of appreciation for your time and business, I will be able to credit the account for the difference. How does this sound? At Comcast, we strive in ensuring that you receive the services that you pay for. Once the issue is resolved, I will also make sure to compensate you for the services charged while experiencing service issues. How does this sound?

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New Contributor

Re: Fax line causing fax machine to reboot.

That sounds fair,and thank you.I would like to schedule my IT guy to coordinate with your tech guy to help guide him in the process asap.Thanks for awesome communcations gabe.

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Official Employee

Re: Fax line causing fax machine to reboot.

No problem! I will certainly add notations to the account with this request. Once I confirm that we can drop off the modem, I recommend getting the technician’s contact information upon arrival. I will also add a notation for dispatch to inform the technician to make sure they leave you with their contact information.

In the meantime, I also want to make sure you know about our business app, which can make your services so much more convenient. You can set up notifications for when your bill is ready, monitor, change your phone service, settings, features, and information including Call History, Voicemail Inbox, Be Anywhere, Privacy, and Call Forwarding. There is a ton of great self-help stuff on that app! You can troubleshoot your services, request help, set up one-time automatic post-dated payments, and manage your plan! My cousin uses this app for her business in California all the time! You can access more information on our business app through this link comca.st/2MxXhMH.

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Re: Fax line causing fax machine to reboot.

That sounds like a good thing to have.I am an old school guy so haven't been tosavvy with apps( i know another one of those) but it sounds like i can play around with it.Thanks Gabe

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Official Employee

Re: Fax line causing fax machine to reboot.

You’re welcome! Getting used to apps can definitely take some adjusting too. Once you get used to it, it really makes things a little easier. I look forward to speaking with you again in 24 hours, Dr. Baskett. You are wonderful for your patience and for bearing with us through this. Have a great rest of your day!

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Official Employee

Re: Fax line causing fax machine to reboot.

Hi, Dr. Baskett! Happy Tuesday to you! I hope this message finds you well. I just wanted to follow up with you today to provide an update as promised. I am still working on getting that modem replaced for you on my end. During regular circumstances, I would schedule the first available technician right away. Service visits are more limited because of the COVID-19 Pandemic. If your modem stays offline and you can't connect please let us know and we will schedule an appointment right away. I appreciate your patience and understanding during these challenging times. What I would like to do from here is allow another 24 hours for our Advance Repair team to contact you to make sure we utilize all of the options that we have available to address the fax line issue as quickly as possible. In the meantime, please feel free to reach out for any additional questions or concerns. We are here to serve you.

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Re: Fax line causing fax machine to reboot.

Hi Gabe,thank you for the heads up.No problem,just making it a little difficult to fax a lot of pages at one time.The girls have to fax a few  pages at a time in order to not get cut off in the middle of faxing and having duplicate pages on the other end.It's working but sparringly and having to stop and go.....

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Official Employee

Re: Fax line causing fax machine to reboot.

My pleasure! That is definitely an inconvenience for sure! I know I would be frustrated if I was not able to fax multiple pages normally! I truly appreciate you and the girls' patience while we work to get this resolved. I am confident that we will get this corrected so faxing many pages will be easier moving forward.

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Re: Fax line causing fax machine to reboot.

Hi Gabe,i haven't heard anything from you and i still have not received the new telephone modem,if you could please respond and let me know where this is going? Thank you

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Official Employee

Re: Fax line causing fax machine to reboot.

Hi, Dr. Baskett! I am happy to help! In reviewing the account, I am seeing that a member of our Advance Repair team attempted to contact you and left a detailed voice mail message at (386)546-4402. Did you receive that email on your end? Additionally, in reviewing the notations, I am seeing that we rebuilt the phone number on port 3 and resynchronized the modem. Are you able to confirm if you are experiencing the same issue when faxing on port 3?

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Official Employee

Re: Fax line causing fax machine to reboot.

Hi, Dr. John Baskett! Happy Monday to you! I hope you had a nice weekend! I just wanted to follow up with you today to see how the recent appointment went and if everything is working correctly on you end. Earlier in our conversation, I provided a link to how Comcast wants to help in any way we can during this crisis for our XFINITY residential customers. Here is a great link for how we want to help our awesome business customers such as yourself at https://comca.st/2ygKwTy.

In reviewing the account, I am seeing that we were able to resolve the faxing issues during the appointment. At Comcast, we strive in ensuring that you receive the services that you pay for. As a one-time courtesy and out of appreciation for your business, I went ahead and completed a credit adjustment of $129.85 today for one month of Business Internet 75 at $69.75 + 2 Mobility Voice Lines at $29.95 each. You should expect to see this credit online within the next 48 hours.  

I just love how our my account section through our portal at https://comca.st/2WFXYtq and Comcast Business My Account app are great resources for viewing and paying your bill on the go! You should also expect to see this credit on your next billing statement that prints on 06/16/20, which is the same date as your billing cycle date. Your next billing cycle dates are from 06/24/20 – 07/23/20. Your new projected total amount due as of today is $376.04. How does this sound so far?

If I do not hear back from you, no worries. Please feel free to reach out whenever in need. Thank you for your time and business! I appreciate you for allowing me the opportunity to help with the faxing concerns. We are always here to help at any time for your convenience!

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