Hey all,
If anybody wants to complain about Comcast customer service and how bad it is, I would just like to share my experience with Xfinity Vs. Centurylink. At least with Xfinity I can get the right person within the first call if not I might get transferred 1 time max, with being on the phone a total of 15 minutes before my issue is addressed (To the Maximum ability of the customer service Rep and what they can do) with Centurylink I am lucky if the Maximum times I get transferred is 4 times. Usually its about 6-7 times. This is regardless if I am on chat or on the telephone. I have logs and logs of chat conversations where I get bounced aroun, even when asking in advance to talk to someone specifically who can help me with my issue. Then Centurylink cant fix the billing issues, and are billing me for unreturned equipment. Call to get that resolved and it takes 6-7 people before I finally talk to someone who can help. While Xfinity still stinks its nowhere near as bad as Centurylink. My Only gripe is the BW usage meter. Extremely inaccurate and I am paying more for 250 down 10 up then I was paying for gig with CL. which was not capped.
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[CustSvc] Cutsomer Service has improved
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[CustSvc] Is the Customer Experience actually improving at Comcast?
What have your recent experiences with Comcast's customer service/support been like?
Comcast (Yes, That Comcast) Knows a Thing or Two About Customer Experience
By Candace Cui, CMSWire - October 4, 2017
http://www.cmswire.com/customer-experience/comcast-yes-that-comcast-knows-a-thing-or-two-about-customer-experience/quote:The following statement may surprise many: there's much to learn from Comcast’s customer experience team.
Comcast Leaves Customer Experience Blunders Behind
Members of the Comcast CX team were refreshingly blunt about their former reputation during the CX Day event yesterday held in the flashy new Comcast Studio Xfinity flagship store in Chicago.
“We definitely weren’t, and still aren’t, perfect,” said Graham Tutton, VP Customer Insights at the Philadelphia-headquartered Comcast. Tutton cited numerous examples of the company's less than stellar customer service record, including the dubious honor of topping MSN.com’s Customer Service Hall of Shame.
But times are changing.
Comcast is growing its CX team, tackling its customer happiness with the same force that it grew its operations and prowess. With a $300 million investment in the Chicago-based region alone, it can now boast the largest net promoter score (NPS) worldwide.
Cultural Change Drives Customer Efforts
It’s not, however, the score that matters for its NPS, it’s the system. David Smith, Comcast’s VP Customer Experience, emphasized cultural change across the company's 90,000 employees was at the heart of the company's many CX efforts. “It’s an emotional thing, energizing employees on the front line.”
From monthly employee surveys to ensuring the CEO speaks to customers directly each week, working with that 90,000 person team has boosted its NPS from region to region by an average of 20 points. Without internal advocacy, people go to work with the same goals and customer-facing strategies often go awry.
By reaching across the aisle, Tutton repeated many times, you can reinvest in what makes your work matter.
Comcast's Win-Win-Win
Tutton produced an interesting result of how incremental changes make big impacts. With the processes in place over the last two years of customer experience improvements, Comcast has saved an accumulated 347 years of waiting time for their customers in the Chicago-based region alone.
From an ROI perspective, that’s money saved. From a customer perspective, that’s more time for their daily lives. From an employee perspective, that’s a win.
Most importantly, the lesson learned from Comcast is that customer experience is never finished. This is not a project with a timeline for completion, only goals reached and setbacks along the way. Without a focus on creating cultural transformation, organizations are guaranteed to see more setbacks than successes. ...
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[Equip] Recommendations for a replacement modem/voice?
I have Internet, TV, and Voice service right now from Comcast, so unfortuantely my options for a modem are a bit more limited since I have voice service. Right now I have a Cisco DPC3941T... and I hate it.
First of all, I am not happy that it's also a router and wifi gateway, I have my own, and really don't like having this extra mess that I have little control over. The rep who gave it to me said that they had no plain modem/voice devices anymore. Furthermore, it seems to be ignoring my settings now.
As I said, I have my own router, so I have no need for the modem's built-in features. I went in and disabled all the WiFi hardware, went into my account and disabled the hotspot service, and even set the modem into bridge mode. This USED to work.... but not anymore. Now, the WiFi lights stay on and blinking even though it claims the WiFi is "off". I looked this up, and apparently the official answer is that this is a "bug" in the firmware and that they really are off... but that appears to be a lie, since it's now causing interferance with nearby audio equiptment when it didn't before. The interferance goes away if I move it further away or unplug it, and it used to be right next to the equiptment without causing interference before, back when the WiFi lights actually stayed off. Furthermore, some people have reported that it beroadcasts hidden 2.4ghz channels anyway.... and now, it's not even bothering to lie to me about it, it's even saying in it's status that the 2.4ghz band is active, even though I turned it off.
At the time, the tech who forced me to replace my own voice/modem with this gateway said I had no option but to rent from them due to the voice service, claiming that due to 911 restrictions I can't buy my own, I don't know if he was lying or not, but I recently noticed that Comast has an official page that lists "compatible" devices you can use iof you were to buy your own.
So, that's what I want to do. I am also guessing that Cisco DPC3941T they gave me is likely the lowest in terms of quality as well?
These are the ones Comcast claims would be "compatible" with my service:
https://i.imgur.com/bsCiHIA.jpg
Can anyone give me any recommendations on which ones to get? I know that obivously Comcast will still have some control as they will have to push their configuration to it for my service, but will they still be able to override my WiFi settings and force it on like they are doing now? Are any of these which do NOT offer router/WiFi features (what I would prefer) any good or better than my current modem?
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[Security] Xfinity WIFI & WPA KRACK issue...
All - anyone have a scoop on how/when Xfinity will issue patches for the new Krack WPA2 hack? It was just announced to the wild this morning, I suspect they were on the insider list of info prior to the public annoucement. Many corporate providers had firmware patches this morning already.
I don't have Xfinity wifi at home (run my own) but lots of staff whom I support do. I would like to give them more info - googling is not coming up with anything concrete.
Thanks
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[CustSvc] Disconnect as result of repair process
Comcast is very nasty about disconnecting people. They did that to my parents once, and they had to call them and yell at them to come out and they still refused to reconnect them, but put a temporary line in. What a waste. They should have just left it noisy until they could repair it, they knew where it was, so they could put a work order in for it.
The ends of the drop to the house must have been corroded, as they claimed the "cable" on the drop was bad, which is nonsense, since it's almost entirely 4' underground, where there is no RF to ingress, so the ends must have been bad, but instead of just replacing them and re-testing, they insisted on putting a new drop in, and then made the dubious claim that drops only last 15 years, which I am sure many people would beg to differ.
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[Firmware] cm820a
In late spring of 2015, I followed Comcast's suggestion and bought an ARRIS DOCSIS 3.0 Touchstone WideBand Cable Modem model CM820A version 1. Soon after I plugged it in and got it authorized, Comcast updated the firmware to TS090193_061815_WBM760_CM820 Firmware Build Time: Thu Jun 18 05:09:46 EDT 2015. The update removed the option to use Arris Password of the day to access "Advanced" tab data thought the modem's built in web page, but other than that didn't seem to do anything. Occasionally I've found I've need to unplug both the modem and my home network router in order to get internet access back after Comcast internet problems.
Today our home lost Comcast internet connectivity and I first thought it was just another of the frequent outages when the weather changes, but when I hound that there was no outage, I just cycled the power on both the modem and the router. When that didn't work, I checked the modem's built in web page, and found that Comcast had updated the firmware to TS0901103M2Y_071817_WBM760_CM820 Firmware Build Time: Tue Jul 18 08:17:57 EDT 2017.
I then found that when to connect to web pages with Firefox, a bar appeared on top of the window saying I need to authorize my my "new" modem using my Comcast account logon. I tried it but the process just looped around with no end so I called Comcast.
The technician I reached insisted that Comcast NEVER updates firmware in customer owned cable modems, and suggested I contact the manufacturer. I insisted that I've not only seen Comcast update customer owned cable modem's, I've read on many sites that its common practice, including on the Arris website. After saying I would call back and hopefully reach someone who might understand about Comcast updating customer modem firmware, I tried unplugging the cable modem, pressing and holding the reset button, and then while still pressing the reset button plugged the cable modem back in again. Our internet access was instantly restored without requiring anything else.
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MB8600 Puma like issues when LAN ports are bound
Anyone who has LAN port binding (link aggregation) enabled on their MB8600 do you have issues like this? The all green is when on a single Link and obviously not bound...
bind two links with LACP link aggregation and boom, red
I know this is not the same issue puma 6 has, but looks like latency might be an issue with binding links?
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[WiFi] Can't connect to internet with my WNDR3400 v2.
Was on DSL for over 20 years. Just had internet only installed (25 Mbps). Works fine with my new SB6183 but when I try to hook up my NetgearWNDR3400v2 the Netgear "genie" says I don't have a ethernet adapter on my pc. I did a 30-30-30 factory refresh on my Netgear router and that didn't change anything. Then I find articles saying that the SB modem can read only one MAC address and that once I had it read my PC's MAC it won't read the MAC on my router. Is that true? If so, they say to clone/spoof the PC's MAC onto the router. Before I tried to do that I decided I ask here for "advice and counsel" because you all seem to be knowledgeable about modems and wireless routers. I am NOT knowledgeable about wifi. I will add that when I have the wireless router connected as I'm trying to get it to work, I notice that my iPhone does see a "netgear unsecured" network but I haven't be able to connect to it. That "netgear unsecured" network disappears on my iPhone once I unhook the WNDR3400.
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[Speed] Motorola MB8600 confirmed working at or near gigabit speeds?
Is anyone getting close to gigabit speeds with this modem? I just got hooked up this morning and the highest I've been able to get on various speed tests is just shy of 500 Mbps down... upstream is solid at 40+ Mbps. I didn't see any speed confirmation in this thread from folks with gigabit, and there's a not-so-encouraging review (one of three at this time) on Amazon.
I'm hard wired, plugged directly in to the modem, trying to eliminate as many variables here as possible. Modem port doesn't seem to make a difference. I'm showing the gigabit config file. I think this SNR is acceptable, but I'm not sure, and I don't know whether it's normal to be accumulating corrected errors at this rate. Maybe someone who knows more about these things than I do can spot something amiss?
[att=1]
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[Install] Burial advice
April 2016 I was having disconnection issues only when it rained after Comcast installed a new buried drop. after numerous truck rolls they finely came out and buried over the old line a RG11 line but the issues remained. it was another month later when it was discovered it was a loose fitting a tech forgot to compress from the first burial.
They buried both lines shallow in my opinion and are susceptible to the heavy equipment that rolls over it throughout the year.
I wish to redo the buried drop myself and I am asking DSLReports Users for advice. after reviewing my local laws regarding in-ground conduits and lines. I discovered there are no local rules or regulations when it comes to any kind of cabling providing telephone, internet or television service and the only available regulations are for Gas, Sewer, Water and Electrical.
I currently would like to redo my buried line this way.
I'd install a 4x4 post within 3 feet of the utility pole at the post I'd mount the box in which the ground block will be housed. I would also drive next to it a grounding rod and get the largest gauge grounding wire that would fit in a grounding blocks fitting.
I'd like to use 3/4" PEX plumbing tubing as my conduit. the tubing would run straight down the post down 50 inches deep where it would have a slight curve towards the house and run 50 inches deep all the way to the house.
I'd really like to run this conduit straight from the 4x4 post into the house right to my utility closet.
currently the line comes down the Pole to a grounding block, from there it is buried about 2 feet deep around the driveway weaving around trees and comes up along side the house where it hits another grounding block before coming into the house reaching the splitter.
My way removes a grounding block and shortens the line despite being buried deeper than the current one by running it straight from the pole and under the driveway. it's also possible to run the conduit under the foundation of the house since the foundation is barely 16 inches below the surface. can bore a old 2 inch pipe from outside toward the pit in the crawl space where the old gravity furnace used to reside.
now the question part.
can I use PEX tubing for a conduit?
does the conduit have to be a certain size 3/4"? 1"?
does that conduit have to be a certain color? Orange is what color PEX I'd be getting.
with Comcast's permission can I mount the demarc on their Utility pole? I'd still be running a grounding rod made for grounding the electrical of a house near the pole for connection to the grounding block.
can I run conduit straight from the demarc into the house to the utility closet or must I place a demarc attached to the house and then run from there into the house?
is 50 inches deep recommended? I'm trying to keep it below to the frost line here.
and lastly.. am I using the term Demarc correctly?
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[Signals] Signal problems
I've been having a lot of problems lately with my connection dropping. It will be fine for a couple hours, then go out for anywhere from one to ten minutes at a time, happening sometimes several times per hour. The modem reboots, and I often can't access its web interface for several minutes.
The modem is an SB6120. From what I've read, it looks like the upstream power is too hot and should be at 51 dBmV or less. I looked at these signals just before the last outage 30 minutes and had 4 upstream channels bonded at the time, with power levels of 54 dBmV.
Where should I begin troubleshooting? Are the power levels governed by the modem or Comcast's equipment/network?
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[DOCSIS] Docsis 3.1 modems?
Does anyone know if i can buy a docsis 3.1 modem now. The reason why i ask. I heard the new modems have AQM. Can some one please help me?
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Regret Upgrading MB6141
Download-speed on Blast from Stuart has been 68-Mb for months with no connection outage. Upgraded to MB8600 in preparation for the announced speed-increase. Now have 80-Mb download-speed with several connection-drops per day for three-minutes each following 'SYNC Timing Synchronization Failure - Loss of Sync.' Downstream pwr -5.8-dBmv, downstream SNR 42.2-dB. Upstream pwr 39.0-dBmv, upstream SNR 32.2-dB.
200-feet from fiber-node to splices at the top & bottom of pole, underground 100-feet to 3-way, 50-feet from 3-way to MODEM with no splices. Replaced 3-way, cable & connectors with materials mugged from a Comcast truck. Only one television-receiver that has some pixilation on three-channels.
Guessing MB6800 is more sensitive than MB6141 to marginal signal(s.) MB6141 had no buffer-bloat, MB6800 pegs the meter. My hard-luck that MB6141 is no longer supported, and cannot be re-provisioned.
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[Equip] Any suggestions for inexpensive gateway/modem with telephony?
I am a new Comcast (triple play) customer.
I am intending on replacing my current Comcast supplied "gateway" that is a modem/router/telephone thingee (sorry but I don't know what the telephone part is called).
I had been given some suggestions for replacing the gateway but none of those included the telephony part that I need. And the suggestion I've been given for one with telephony so far is far too expensive (around $300). I'm looking for something around $100 tops.
I have 100/10 service (with free "200 blast") for one year but speed is not that impt to me, and my devices can only do 100 tops anyway. I'd be willing to settle for something that can at least do 50/10; price is of the utmost concern for me. The router part is something I already a couple options lined up, but I need a modem that provides the telephone out.
Thanks for any advice.
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[Connectivity] SB6120 no connectivity
Hi, I bought a SB6120 and I'm unable to get online with it. Can't access the activation page. Just see the log events. Nothing in the signal info stands out to me either. Tried resetting the modem to factory but same thing. I borrowed a friend's modem, and it has no issues, so I doubt it's an issue w/ the line. Any ideas? Thanks in advance for any help!
[att=1][att=2]
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High Ping to Google and Yahoo Servers
I am receiving high ping to Google and Yahoo servers with my new Gigabit internet and the TG3482G. My C7100V with 200/10 had no problems. Signal levels are perfect.
Tracing route to google.com [172.217.13.238]
over a maximum of 30 hops:
1 1 ms 1 ms 1 ms Docsis-Gateway.hsd1.ma.comcast.net [10.0.0.1]
2 12 ms 13 ms 7 ms 96.120.69.69
3 14 ms 11 ms 8 ms ge-2-7-ur02.chelmsfdrdc2.ma.boston.comcast.net [
68.87.159.229]
4 11 ms 9 ms 9 ms be-1-sur02.rehoboth.ma.boston.comcast.net [162.1
51.53.85]
5 13 ms 21 ms 10 ms be-29-ar01.needham.ma.boston.comcast.net [68.85.
106.157]
6 41 ms 41 ms 40 ms be-7015-cr02.newyork.ny.ibone.comcast.net [68.86
.90.217]
7 40 ms 39 ms 36 ms hu-0-12-0-4-pe02.111eighthave.ny.ibone.comcast.n
et [68.86.85.46]
8 40 ms 38 ms 37 ms 50.248.116.186
9 * * * Request timed out.
10 47 ms 49 ms 42 ms 72.14.234.64
11 43 ms 41 ms 39 ms 108.170.248.20
12 43 ms 46 ms 37 ms 108.170.227.151
13 49 ms 46 ms 44 ms 108.170.236.245
14 49 ms 47 ms 43 ms 216.239.50.96
15 52 ms 46 ms 43 ms 108.170.246.65
16 56 ms 51 ms 44 ms 216.239.48.15
17 48 ms 46 ms 44 ms iad23s61-in-f14.1e100.net [172.217.13.238]
Anything I can do? I can't even use my VPN since I'll ping 40ms minimum to every location since they run via Google DNS.
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[Speed] At a loss. Inconsistent speeds
DeBary, FL
On 150Mbit tier speeds are either maxed out or max out at 20Mbit down. Upload speed is almost maxed out to what it should be.
Seemingly happens randomly during the day/night.
SB6190 Software Version 9.1.93V
Router is connected to Airport Extreme modem. All tests are done hardwired into modem however.
So for the past few months I've had horribly inconsistent network speed issues. I've had 2 comcast techs out to my house who have verified everything inside my house is ok. They ran a fresh cable from the green box outside my house to my house and have done numerous tests at the box itself always finding nothing.
The first time the tech was out and verified everything I was still having extremely slow speeds, but he had 6 other tickets just in my neighborhood for the same thing so thought someone might be doing work somewhere down stream or at a head in? I don't remember what exactly he called it, but thought the issue was well before my house. He said he entered a service ticket for the issue but I never heard anything about it again. A few weeks later, same issue. Another tech comes out but by the time he gets here everything is fine so he basically doesn't do anything since there is no issue.
Calling into support is useless as they can only send a tech out, which is in turn useless. Supposedly they are coming tomorrow to test the lines before my house but I'm not getting my hopes up.
So what can I do here, what might the problem be? Is it the modem? I know the SB6190s have an issue, but is that issue related to my speed issues? Am I completely off base that the issue is outside/downstream from my house?
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Contractor Working on Amp
Yesterday, I was walking down the street and noticed a bucket van and a bucket truck. The truck took off before I could see the logo but I am guessing it was an in-house Comcast line tech. On the side of the van it said something like "A Comcast Contractor." It looked like the contractor was working on the amp. Just out of curiosity, do contractors usually perform amp maintenance or is this pretty new? It seemed like the contractor told the other tech that he's got it.
I noticed a somewhat decent amount of correctables and uncorrectables as well as some log messages on our Wireless Gateway so perhaps the tech was correcting an issue before it became something larger.
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[Connectivity] Intermittent packet loss
Location: San Jose, CA (west side)
Gateway: Arris TG1682G
Last few days I get periods of 5-10% packet loss and lack of connectivity. Appears to be random, usually only lasts for several seconds to a minute or two, but I did have to reboot it a couple of days ago.
Stats from my gateway appear OK, no large number of Uncorrectables.
Ping statistics for 75.75.75.75: Packets: Sent = 302, Received = 287, Lost = 15 (4% loss),Approximate round trip times in milli-seconds: Minimum = 9ms, Maximum = 37ms, Average = 10ms Ping statistics for 75.75.75.75: Packets: Sent = 104, Received = 95, Lost = 9 (8% loss),Approximate round trip times in milli-seconds: Minimum = 9ms, Maximum = 30ms, Average = 10ms
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[Speed] Side Discussion About Gigabit Pro & earlier Gigabit Deployments
Anyone know if Comcast has actually started installs? I live in the west palm beach, fl market announced for deployment this month. So far phone agents don't know anything of the service. I've been told by different agents, 2016, June and it'll be in the system tomorrow. None had even heard of the service before I inquired and they did a bit of research, so I went to out local sales office to inquire in person. There I had to show them the press release, to which they simply said its not yet available in the market. Seems like this was a pure fiber to the press release hail marry announcement to try to salvage the dead merger.
Mod Note:
Report actual receipt of Gigabit service here -> https://www.dslreports.com/forum/r30084813-Speed-Report-Gigabit-Pro-Service-Here
Side discussion in this thread, please. Keep it on topic. If you have questions or suggestions, please IM uid://455626.
We need to consolidate all discussion about Gigabit Pro to one topic, all discussion which is not confirmed report of availability in a particular area. The report topics are now posted and stickied.
See also these now closed topics ->
https://www.dslreports.com/forum/r30008362-Speed-2-Gbps-Coming-to-SE-Florida
https://www.dslreports.com/forum/r30038435-Speed-Chicago-getting-Gigabit-Pro-later-this-Month
https://www.dslreports.com/forum/r30068565-Speed-Gigabit-Pro-May-be-coming-to-Portland
https://www.dslreports.com/forum/r30068519-Speed-Gigabit-Pro-coming-to-Denver
https://www.dslreports.com/forum/r30068453-Comcast-to-offer-Gigabit-Pro-in-Minneapolis-St-Paul
https://www.dslreports.com/forum/r30049713-Speed-Comcast-2-Gbps-Fiber-to-the-Home
http://www.dslreports.com/forum/r30129326-Reduced-latency-with-Extreme-250-service
http://www.dslreports.com/forum/r30165313-Plan-Extreme-505-Mbps-for-400
http://www.dslreports.com/forum/r30166441-extreme-505
http://www.dslreports.com/forum/r30168268-Speed-Comcast-Gigabit-pro-for-Nashville-available-to-order
https://www.dslreports.com/forum/r30676109-Email-stating-gigabit-is-on-the-way-to-Woodstock-GA
https://www.dslreports.com/forum/r30668361-Install-Gigabit-Pro-install-in-an-MDU
https://www.dslreports.com/forum/r30687179-Comparing-Comcast-Gigabit-to-other-high-speed-ISPs
https://www.dslreports.com/forum/r30748503-DOCSIS-Gigabit-Service-Email (Marietta, GA)
Note this new side discussion topic for the DOCSIS 3.1 Gigabit deployment > https://www.dslreports.com/forum/r30813189-Plan-Side-Discussion-on-DOCSIS-3-1-Gigabit-service
uid://720248 will post new stickied topic for those who wish to report actual install of DOCSIS 3.1 Gigabit service. Watch for it in the stickied section at top of the forum list.
uid://455626 Forum Moderator
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