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Completely FED Up Ongoing issue for almost a year and NO FIX

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toxinburn
New Member

Completely FED Up Ongoing issue for almost a year and NO FIX

Hi I am doing the best that I can not to just curse for the entire post, I am hoping to get somewhere somehow with this post although I am highly skeptical given the amount of time it has persisted and not been fully resolved to satisfaction even by a 3rd world countries standards for that matter. I am in Jacksonville Arkansas and I have been paying for a Business Class connection to Comcast for quite some time now and was previously a residential customer. I have had extremely poor service for the entire time I have been a customer, basically in a nutshell your head end/node is garbage in my area and so far for going on from about August of 2017 I have not been getting the Upstream that I pay for or anywhere close to it, I currently have the 50/10 package my downstream has mostly been fine however the net completely goes down several times a month in my area and the upstream is rarely functional or stable to say the least, I have documented all of the problems and I have had to play the game with your local support people over and over and over again to the point where if i have a scheduled appointment your local tier 1 tech calls me ahead of time to say he cannot fix the problem and he will have to escalate it...so why do you even bother making me wait for him to come when you can just go ahead and escalate it to tier 3 it should not be removed from tier 3 if tier 3 never fixed the issue in the first place...correct so why am I having to start back over at tier 1 each and every single time i call? They ran new line from the drop back to the pole after about 4 visits problem persists, they replaced the modem on the 5th visit problem persists, they worked on the node it functioned for about a week roughly problem returns, the signal to noise ratio is crap and always has been they eventually after 5 visits sent the supervisor as well who did all sorts of tests etc replaced the modem and had the tier 3 line techs do some work in the area....problem PERSISTS...I at the moment am only getting about half the downstream I pay for if that and about 1-2Mbps upstream I pay for at least 10 not 9 not 7 not 6 not 11 but 10 just wanted to make that crystal. I do understand occasional outages and things like that however, it has been nearly a year and the problem occurs constantly which equals horrible service and proof to me that Comcast does in fact not actually care at all, the support cycle is just garbage everytime i have the same issue I have to call your support line only to find out that they can only send a tier 1 tech out which can take up to a week and the time slots are usually not in my favor also the tier 1 tech already knows as well as myself that he has no idea or the qualifications to fix the node or head end therefore I have to waste my time and Comcast wastes its own time by forcing me to start over with each call essentially I at this point should be able to get the biggest boss available to contact me personally and oversee the fixing of my service in this area, I cannot get any info or contact details on anyone above the local tech and 1800 number from any of your employees I need this fixed yesterday I must have a stable upstream at all times not just once in a blue moon otherwise I would not have purchased a business account and gotten less for more $ I am not paying for a higher tier package either when Comcast fails to even come close to providing me what they are charging me for. I am demanding service at this point the amount of lost wages I have incurred due to this poor poor excuse of customer service is costing me a ton of money and I cannot get my work done without my upstream functional, I see tons and tons and tons of posts on your forums about the same exact problem from a ton of your customers, is this truly how you treat your customers or are we all hallucinating! I am thinking I could trust a heroin addict more than what I have been able to trust from Comcast thus far, I finally did get the local supervisors phone number after about the 6th or 7th visit so far they have been about monthly or more since the issue started you would think that someone higher up would see this and say hmmm gee we obviously need to get this guys service working or am I in some sort of candid camera episode that I do not know about? I want this issue resolved once and for all, I have been waiting for nearly a year with ZERO fix its like putting a bandaid on a bullet hole at this point. I have constant dropped frames while pushing video out to the net and the upstream was better on a 56k modem in 1995 than what your providing me, I should be getting a check in the mail to repay me for the year almost of poor service and your essentially stealing from me by not giving what I pay you for. It would be like saying to the light company heres 100 dollars now turn my lights off thats basically what your doing to me, and I am pretty certain either its a bad node/headend which does not require me to even be here so stop making me take off to even send a tech that does not even need access to my place send him to where the problem is which is not in here and I know it and the techs around here already know that as well even the supervisor knows it and openely admits their is no need for me to be here while they work on it considering it isnt inside of my property at all it doesnt take a rocket scientist to figure that out. I have tons of packet loss as well but their has got to be someone there above all of these people that can make sure this gets fixed at the very least I expect someone to give me a phone number or email or something that will actually be checked and actually get in touch with me to fix this, thanks.

toxinburn
New Member

Re: Completely FED Up Ongoing issue for almost a year and NO FIX

7120591903current test notice no where near the 10 i should get on upstream and no other services using the upstream also power levels on upstream are at 51 and major packet loss anytime i try to upload a video stream which makes it unviewable etc.

 Screenshot 2018-03-07 23-08-53.jpgfurther supporting evidence

toxinburn
New Member

Re: Completely FED Up Ongoing issue for almost a year and NO FIX

what a shock no replies from anyone at comcast

Modomtts
New Member

Re: Completely FED Up Ongoing issue for almost a year and NO FIX

I am in Mobile Alabama and I'm fed up with Comcast. They can't provide enough signal in our area to make a solid connection.. They always want to make it look like my equipment isn't functioning correctly.. They always tell me that my signal could be a little stronger but they never do anything about it.. <Edited for violating froum guidelines: "Inflammatory">.. If it gets fixed it will be after Im dead and gone.. Comcast isn't customer driven.. They cant keep up with the demand because they don't have good equipment.. <Edited for violating froum guidelines: "Inflammatory">

Official Employee

Re: Completely FED Up Ongoing issue for almost a year and NO FIX

Hi toxinburn.

 

I can certainly assist with your internet services and review for any signal issues. Please private message me your full name, the name of your business, the full service address and the phone number associated with your business account. 

 

 

Official Employee

Re: Completely FED Up Ongoing issue for almost a year and NO FIX

Hi Modomtts and welcome to the business forums.

 

I can certainly assist with the service issues you're experiencing as well. Please private message me your full name, the name of your business, the full service address and the phone number associated with your account.

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