East Bay, CA. Packet loss has been extreme the last couple of weeks. Always seems to start mid-afternoon, 2-3pm and run through the night. I've experienced packet loss and performance issues in the past, but this is the worst it's ever been by far.
Called Comcast Business support, the guy said it's because my modem is EOL. Even when I rebutted that it's not EOL (look at the chart, it's different for retail!); that an EOL modem doesn't explain repetitive problem windows anyway; and that EOL is an administrative term and doesn't mean it's broken; he refused to budge. When I asked for escalation, he said he could have a truck roll, but it would cost me $99, since my modem is EOL (even though it's not).
This is BUSINESS CLASS support? I'm an IT professional and have dealt with many business carriers, none as terrible as Comcast. (Even Verizon will roll a truck, no question.) What kind of business carrier refuses to investigate network issues?
Hello donidonidoni and welcome,
Please call the 800-391-3000, use the high speed internet technical option, then make sure that technical representative confirms that your Comcast Gateway is EOL. Then demand that he rolls a truck to upgrade your modem at no cost to your whatsoever. Comcast ALWAYS updates/upgrades all business class customer modems at no charge. It is required that you must have minimum a DOCSIS 3.0 and these days a 3.1 is becoming common equipment.
Hope this helps you out.