Connectivity
Connectivity and managing Your Comcast Business network
Male IT Specialist Holds Laptop and Discusses Work with Female Server Technician. They're Standing in Data Center, Rack Server Cabinet is Open.
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Visitor

Dropping Connectivity Multiple Times Daily

We have had Comcast Bussiness voer a year now, issues throughout but lately worse than usual. We are losing connectivity 2-3 a day. All lights are still on on the modem but wifi AND wried are dsiconnected. I can unplug the modem and plug it back in and wait for 10 minutes for it to come back up or just wait it out and usually around 15 minutes later it will come back up. We have had several inperson visits and they have always found the magic bullet, promising us there will be no more issues. There always are. Passed to teir 2 support. Same thing, found a problem! Didn't fix anything. Last fix was an IP conflict that MUST be happening. Did everything I was asked to do when it happens to troubleshot it but still nothing. Two people gave me their direct numbers to get incontact with them for quick service. I call or text them and get ZERO response. I am at my wits end here. Looking for other provider at this point because I can't find a solution and the complete lack of communication from Comcast.

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Official Employee

Re: Dropping Connectivity Multiple Times Daily

Hi there! I'm so sorry for the delay. During this time, we are doing our very best to make sure we respond to you as soon as possible. Thanks so much for reaching out regarding the issue you've been having. I assure you, we value your time and everyone of my amazing colleagues want to provide you with the assistance you need. You've absolutely reached the right place, and are in good hands. I will own this Issue for you and ensure that I provide the best help I can today. Can you send me a private note, with the last four of the account number and/or last statement balance, your full name, phone number, and service address including city, state, and zip code?

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Re: Dropping Connectivity Multiple Times Daily

I was finally contacted! We have added my own personal router to the equation and put the modem in Bridge Mode to try and eleminate any issues from your end. After 3 drops yeaterday, it can't get worse, so what the heck?

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Official Employee

Re: Dropping Connectivity Multiple Times Daily

I'm so sorry for the inconvenience this has caused. I know you've sacrificed your time, and we appreciate you very much for hanging in there with us. If you are using your own personal modem, it can take a bit longer for the equipment to synchronize because of the difference in parameters from modems rented by Comcast. I use my own modem to and it took a small amount of time for it to connect consistently. I will follow up with you tonight to see if any issues were to arise. Would that be okay? 

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Re: Dropping Connectivity Multiple Times Daily

I have been through soooo many Comcast modems at this point. I have attached and unattached my personal router to these many modems at the direction of tech support as well as on my own. We are currently running the Comcast modem in bridge mode to my router. It failed twice after doing that. Tech is coming to the house again today and I am suppossed to be given a different brand of modem. I was told "It shoul;dn't have any affect but we hope it does." So we are officially at the throwing darts phase of trying to solve this issue. 

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Official Employee

Re: Dropping Connectivity Multiple Times Daily

Thank you so much for your patience. We definitely want nothing more than to get this resolved for you. I apologize for the inconvenience we have caused with putting you through so many modems. As a customer myself, I understand that importance of having your internet service working correctly for your business. I am happy to learn that we are sending a technician back to your house. I would like to pull up the account and research this further. I will also make sure to stick with you until we provide a solution. Would you mind clicking on my handle Comcast_Gabe and sending over a private message with your name, address, and account number or a phone number linked to the account so I can take a look at what’s going on?

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