Equipment (Modems,Gateways)
Modems, Gateways, and Networking Devices
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

New Equipment

I switched from Xfinity to Comcast Business several months ago, but I haven't made the full switch yet. The reason is that my Business router seems to have some personal issues and I can't get them resolved. I have tried the calling support option many times before and they do the standard, "let me see if I can refresh or reboot your router..." And it seems to resolve the issue for a day or two, then it is right back. Let me explain the issues.

 
The business router seems to want to keep bankers hours and often automatically kills the wireless around 5-6 p.m. and I can't connect during weekends. The setup is default, except I changed the admin password and enabled and setup wireless, with a different SSDI and channel from the other router.
 
Support tells me the standard "it must be the wiring in your house..." but I know that isn't the case. See, Xfinity ran a new wire from the outside of the house directly to their router several years ago. Their router is still up and running and I use that daily for my connection because the Business router isn't reliable. When Comcast came in to install the Business router, they simply split the signal and connected their router to the same line. So that theory doesn't really apply, unless the splitter or jumper they used to connect to my Business router are bad, which is totally possible.
 
So my question for the group is, what should I do next. I can't seem to get a tech to come out to the house and look at the router. I want to kill off the Xfinity router, but then I won't have any connection.

Thanks for your help in advance.
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Official Employee

Re: New Equipment

Good morning, thanks so much for taking the time to reach out to the Digital Care Team here through the forums and we are so sorry to see that you have had so many issues with transitioning from residential to business. I know how frustrating this is for you and you have reached the right team to help. Can you please send us a private message with your name, the full address, and the phone or account number? 

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Visitor

Re: New Equipment

Update:

After I posted here, I got a very quick reply and at first things were moving somewhat forward. They asked for more information and then once we gave them what they asked for they dropped the support call like a hot potatoe.

 

They wanted to blame it on the in house wiring, which is not accurate as I have the following setup:


30' of cable that Xfinity ran when they installed their router two years ago. This wiring runs directly from outside the house cut through the wall, into the house and to a splitter that Comcast Business installed and that splitter has two 6" connections on each end, one to the Xfinity router and one to the new Comcast Business router. So..... if there is a wiring problem, Comcast Business introduced it.

 

They they tried to blame it on the configuration changes that I made, which were changing the default log on password, turned on Wireless, set the SSID and gave it a password. So.... If that is a problem, then what the heck are they expecting users to do?

 

Then they wanted to blame it on equipment that I have on the other side of the router. Which is a laptop and nothing more, since it doesn't stay online long enough to connect any other equipment. So..... If I can't connect a single laptop to the router then what good is it?

 

This was not what I expected from the "Digital Care Team".

 

Please HELP!!!!!!!!!!! I'm tired of paying for two routers and one doesn't even work.

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Official Employee

Re: New Equipment

Hello, there, thanks for taking the time to reach back out to us. I am very sorry to hear you are still experiencing a connection issue. I know this can cause a huge obstacle. I will make sure we take the right actions to get this resolved. It has been a little while since we last spoke. Are you able to send a new private message with your name, service address, and account number? 

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Visitor

Re: New Equipment

So sad, I have to keep posting here, I can't get any responses. I have submitted what was asked and no one bothers to react, what does it take for me to get this router working????????????

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Official Employee

Re: New Equipment

Good afternoon, I am so sorry to see that we have not been able to reach a resolution with your concerns. I do see that we have responded back to your messages but we do need for you to send us a private message with your name, the full address, and the phone or account number so we can get started on your concerns right away. Thank you so much for your time and patience with us. 

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Visitor

Re: New Equipment

We have again sent our information via private message.

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