Mentat, I track that kind of problem alot. I have seen so many things cause it I can't begin to list.
Has any of the techs that have been at your house actually seen it happen?
Have the techs confirmed that it is outside your house?
Are any of your neighbors having the same problem?
Did they give you a contact number of a supervisor so you can call him directly when it happens?
I will give you one example of why I am asking these questions.
I had a customer in Hanover MA. that was loosing conection for 3-10 minutes every few hours. He had many service people out there. They saw it actually happen twice. On the second time they where able to confirm it was outside of the house. Once that was confirmed my department became involved. First thing I did was go to the customers house. He wasn't home. I ran tests outside for about 3 hours. I saw no problem. I got in touch with that customer that night about 7pm. I gave him my boss's cell phone number and told him to call if and when it happens. He was pleased that he had finally gotten somebody to respond to him imediately. When I got back to the office I put his modem and a bunch of his neighbors on a ping plotter and let it run. It ran fine for a few days then I was able to see it happen. He and most of his surrounding streets are affected by this problem and nobody else has even called. We rolled two trucks out right away. I went to one spot and my partner went to a different spot. After we had been tracking it for about 15 min we get a call from our boss telling us the customer just called and says it is happening. As luck happens we did this same thing about 5 different times and every time it went away, but we kept getting closer and closer to the problem. The problem ended up being an electric sign at a coffee shop that was using us to give its customers wifi access. The manager didn't believe us at first but did say that the light haddn't been working correctly for some time. I got him to unplug it and the problem never came back. I went back to the coffee shop a few weeks later to get a coffee this time and the manager thanked me. His customers had started to come back and use his wifi again and of course buy his coffe while sitting there.
These types of problems do exhist and do happen. I don't know how people get in touch with corporate, but at least try to get intouch with a supervisor first.
When I get back to work on Wednesday I'll see if I can find any info on NJ people.
Sorry for the story.
Where's Shucker the Cable Guy??
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[JiF]Mentat
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Wow sounds like you guys are the crack Comcast team. Rolling out to quelle bad connections and fight for a steady data stream and HBO!
I however, seem to live in the Comcast land of misfit service techs. I moved to an out of the way corner of New Jersey about 12 miles from the beach where I used to live. There are only about 40 houses in my neck of the woods so I dont think we get that much attention from Comcast. Yes many others in this area have complained and have the same problems even as I write this.
I have had a laptop hooked up at the drop to verify it was not the lines in my house, it is NOT my connections. I look at the modem setting and everything is fine. Power, noise all checks out. I bought the new protocol modem (D-link DCM 202) thinking it might help... nope.
Each time a service guy comes out he says he is headed around the corner to somebody with the same probelm. Comcast has never sent the same guy out here. It is always somebody different and I have to explain the problem again and again. This is a synopsis of what each guy said.
1st Guy - It is prolly a bad power supply on the line.... This company sux for 100's of reasons and I am sick of it....
2nd Guy - They have been working on the lines alot in this area... and, I have no clue.
3rd Guy - I cleaned up the connection outside, if that does not help you need a new drop.
...at the next instance of dropouts, I took a print out of pingplotter to the local Comcast office... The women there were confused and called a service tech out of the back office. He was nice and made a call then said, "I am going to have a Comcast truck park outside your house tonight and when the problem happens run outside and let him know and we will try to see what the probelm is. I was supposed to go to my fav bar that night with friends. I cancelled with friends and I waited. No one ever showed up. I called to complain but there was no official work order for this visit.
4th Guy - It is the new online phone system Comcast is pushing. It is messing the whole sytem up. I could write a book on how bad this system is.... blah blah blah
5th Guy - You need a new drop, (I don't) I ordered one. It should be put in next Thursday... (That was this past Thursday... no one showed up).
Ironically the problem occured that Thursday. I waited until Friday and the drop outs still occur. I called and arranged for #6 service tech.
6th Guy - He was scheduled for 11AM - 1PM on Sunday. He called at 9:05 AM and woke me up (BIG MISTAKE). He asked if it was ok to come over now. I said fine and walked over to the bathroom expecting him to be at least 10 minutes away. Perhaps 1 minute 20 seconds after he called. I walk out and there is a knock on the door. He must have been in my driveway when he called... I was still in my underwear and pissed offf and cranky. I let him know this... Anyway he said it is a mystery and said he was going to look into it. I gave him prinouts of pingplotter from October, November and December. He is supposed to follow up with me this week. He left. Then Comcast called at 10:45 and wanted to know if I still needed a tech out there at 11 AM. I said you mean the one that was here at 9 AM and woke me up? She basicaly hung up on me.
No they have never seen it happen.
Techs have not confirmed anything.
All my neighbors are having problems.
No one has ever given me a supervisors name or contact number.
So at my wits end, ready to go corporate...
I however, seem to live in the Comcast land of misfit service techs. I moved to an out of the way corner of New Jersey about 12 miles from the beach where I used to live. There are only about 40 houses in my neck of the woods so I dont think we get that much attention from Comcast. Yes many others in this area have complained and have the same problems even as I write this.
I have had a laptop hooked up at the drop to verify it was not the lines in my house, it is NOT my connections. I look at the modem setting and everything is fine. Power, noise all checks out. I bought the new protocol modem (D-link DCM 202) thinking it might help... nope.
Each time a service guy comes out he says he is headed around the corner to somebody with the same probelm. Comcast has never sent the same guy out here. It is always somebody different and I have to explain the problem again and again. This is a synopsis of what each guy said.
1st Guy - It is prolly a bad power supply on the line.... This company sux for 100's of reasons and I am sick of it....
2nd Guy - They have been working on the lines alot in this area... and, I have no clue.
3rd Guy - I cleaned up the connection outside, if that does not help you need a new drop.
...at the next instance of dropouts, I took a print out of pingplotter to the local Comcast office... The women there were confused and called a service tech out of the back office. He was nice and made a call then said, "I am going to have a Comcast truck park outside your house tonight and when the problem happens run outside and let him know and we will try to see what the probelm is. I was supposed to go to my fav bar that night with friends. I cancelled with friends and I waited. No one ever showed up. I called to complain but there was no official work order for this visit.
4th Guy - It is the new online phone system Comcast is pushing. It is messing the whole sytem up. I could write a book on how bad this system is.... blah blah blah
5th Guy - You need a new drop, (I don't) I ordered one. It should be put in next Thursday... (That was this past Thursday... no one showed up).
Ironically the problem occured that Thursday. I waited until Friday and the drop outs still occur. I called and arranged for #6 service tech.
6th Guy - He was scheduled for 11AM - 1PM on Sunday. He called at 9:05 AM and woke me up (BIG MISTAKE). He asked if it was ok to come over now. I said fine and walked over to the bathroom expecting him to be at least 10 minutes away. Perhaps 1 minute 20 seconds after he called. I walk out and there is a knock on the door. He must have been in my driveway when he called... I was still in my underwear and pissed offf and cranky. I let him know this... Anyway he said it is a mystery and said he was going to look into it. I gave him prinouts of pingplotter from October, November and December. He is supposed to follow up with me this week. He left. Then Comcast called at 10:45 and wanted to know if I still needed a tech out there at 11 AM. I said you mean the one that was here at 9 AM and woke me up? She basicaly hung up on me.
No they have never seen it happen.
Techs have not confirmed anything.
All my neighbors are having problems.
No one has ever given me a supervisors name or contact number.
So at my wits end, ready to go corporate...
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[JiF]KellysHero
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[JiF]Mentat
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[JiF]KellysHero
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[JiF][AARP]Jimbo
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Comcast Headquarters
1500 Market St
Philadelphia, PA 19102
(215) 523-5853
Now when I did this same kind of thing with GM for a car problem I had I called the main number and asked to be transferred to the President (who’s name I forget right now) and when I got to his assistant I said I know that you are not going to put me though to the president but I also know you know who I need to talk to and went from there.
The CEO’s name is
Brian L. Roberts
Just an FYI
Good luck.
1500 Market St
Philadelphia, PA 19102
(215) 523-5853
Now when I did this same kind of thing with GM for a car problem I had I called the main number and asked to be transferred to the President (who’s name I forget right now) and when I got to his assistant I said I know that you are not going to put me though to the president but I also know you know who I need to talk to and went from there.
The CEO’s name is
Brian L. Roberts
Just an FYI
Good luck.
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[JiF]Beej1024
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[JiF][AARP]Grimp
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