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

Upgrade

Hi, I upgraded my services to the Ultimate Bundle on 7/2/2020. It hasn't been upgraded.

 

My CB Account Exec emailed me (7/2/2020):

 

"Your order for the ultimate bundle package will be processed today on a fast path and you will have your new speed tomorrow morning."

 

I called him the following day to voicemail (7/3) to let him know my internet speed is still the same. But he never returned my call.

 

I called Comcast Business Support and waited for about an hour to be told it would be processed today (7/3).

 

I tried to call back on the 4th but no luck.

 

It's now 7/5/2020, I'm paying for Business Class service and nothing has changed execpt my bill.

 

Please help.

 

Thank you.

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12 REPLIES 12
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Visitor

Re: Upgrade

And yes, I've gone thru all the troubleshooting steps. Unplugged the Cisco modem every day. Checked the logs, run all the usual utilities. Not a complex network: just the cisco modem.

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Visitor

Re: Upgrade

Modem info:

 

Comcast Network
Internet:Active
Local time:2020-07-05 12:04:03
System Uptime:0 days 0h: 7m: 1s
WAN IP Address (IPv4):xxxxxxxxxxx
WAN Static IP Address (IPv4):xxxxxxxxxxxxxx
WAN Default Gateway Address (IPv4):xxxxxxxxxx
WAN IP Address (IPv6):200xxxxxxxxxxxxxxxxxxxxx
WAN Default Gateway Address (IPv6):fxxxxxxxxxxxxxxxxxxxxxxxx
Delegated prefix (IPv6):xxxxxxxxxxxxxxxxxxx
Primary DNS Server (IPv4):xxxxxxxxxxx
Secondary DNS Server (IPv4):xxxxxxxxxxxxxxx
Primary DNS Server (IPv6):xxxxxxxxxx
Secondary DNS Server (IPv6):x:xxxxxxxxxxxxxxx
WAN Link Local Address (IPv6):fxxxxxxxxxxxxxxxx
DHCP Client (IPv4):Enabled
DHCP Client (IPv6):Enabled
DHCP Lease Expire Time (IPv4):0d:1h:21m
DHCP Lease Expire Time (IPv6):0d:1h:25m
WAN MAC:4xxxxxxxxxxxxxxxx
CM MAC:4xxxxxxxxxxxxxxxx
Initialization Procedure
Initialize Hardware:Complete
Acquire Downstream Channel:Complete
Upstream Ranging:Complete
DHCP bound:Complete
Set Time-of-Day:Complete
Configuration File Download:Complete
Registration:Complete
Cable Modem
HW Version:1.0
Vendor:Cisco
BOOT Version:3.4.22.1
Core Version:3.12.14
Model:DPC3941B
Product Type:XB3
Flash Part:128 MB
Download Version:2.3.10.13_5.5.0.5
Serial Number:xxxxxxxxxxxxxx
 
 

 

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Official Employee

Re: Upgrade

Hello, how are you? I hope overall, your holiday weekend was a good one! I am sorry you have not heard back yet, but I will be happy to follow up on your account, the order, and your services in general. Are you able to send a private message so I can assist you in greater detail while locating your account? If you can include your name, service address, and account number (or phone number) this would be great. 

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Visitor

Re: Upgrade

Tried to.


Got response "You have reached the limit for number of private messages that you can send for now. Please try again later."

 

I've never sent any private messages before, so that's odd.

 

Also, the speedtest.comcast.net appears to be down or rejecting connections.

 

 

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Official Employee

Re: Upgrade

I sincerely apologize. Are you able to click on my name and see an option that will let you send over a private message? 

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Visitor

Re: Upgrade

Yes, I am but when I hit Send it says (again):

 

You have reached the limit for number of private messages that you can send for now. Please try again later.

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Visitor

Re: Upgrade

Look at cr913860225

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Official Employee

Re: Upgrade

Thank you so much for your time and patience. I will be happy to research that ticket number. In order to research the ticket number, I will just need to pull up the account. Would you mind attempting to clear your browser's cache and cookies? After doing this step, you should be able to send us a private message by clicking on my handle Comcast_Gabe. I appreciate you greatly for working with me on this.

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Visitor

Re: Upgrade

I've tried with multilple borwsers, cache/cookies cleared and I keep getting the same error. Can you just look at the CR?

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Official Employee

Re: Upgrade

Thanks for that great question. I would be happy to look up the CR ticket. However, I am not able to pull up the CR ticket without pulling up the account, unfortunately. Have you confirmed if you are experiencing the same issue with a smartphone in addition to attempting to send us a private message on a computer? If you are still experiencing an issue with sending us a private message on here, we also have other awesome options for contacting us. Here are the other options below. Please let me know if this helps.

 

Schedule a Call Back: https://comca.st/3f7P3YK.

Chat: https://comca.st/2BynFVf.

Facebook: https://comca.st/3f7P5zQ

Twitter: https://comca.st/38vnru1 or by using @ComcastCares.

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Visitor

Re: Upgrade

Spoke with an agent. All is fixed. Thanks.

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Official Employee

Re: Upgrade

I am glad to hear it! We appreciate your business. Please feel free to reach out at any time for help. We are here to help 24/7.