1) Your location: City and State.
Lawrenceville Georgia--initial trouble ticket CR353261214
2) A description of the problem.
On Monday, January 27th at 11:40 AM my internet connection was disconnected. My television connection is working and my account is current (as it's been for the past 5 years). Two calls to tech support and 1.5 hours later problem was determined to be Comcast's fault. Ticket escalated for tech to come next day, with backup appt set for Weds 1/28 as a 'worst case scenario'. Received a call the next day that someone would come, but it would be two weeks. Called back and they said no one is coming that day, but they would come to the backup appt on Weds. Since I work from home, this is time critical to have connectivity. Received a call Tuesday again that the Weds appt was cancelled, and they may try for the end of the week, but to call them if that 'wasn't good enough'. Called back to get an earlier appt and after over an hour of hold time, was routed to billing, then to tech support, transferred again to tech support. Decided to switch to satellite based service. Called back to cancel service and a 'retention specialist' offered to solve everything immediately. Realized he less than authentic in his sympathy when I was transferred blindly to foreign based tech support (confirmed by rep) instead of getting the resolution. The tech was very understanding and explained 'sometimes they do that instead of dealing with you'. Called again to cancel service and a different retention specialist promised immediate resolution, and promised that if we were disconnected, he'd call me directly. Hung up on me, and obviously, no call back. Attempted contact through twitter ComcastCares address, but no response. Called corporate offices, but no one available. Because no problem resolution is forthcoming, my money is still being paid for a service not being provided, and I've made more than a good faith attempt to resolve this issue, I've filed this same complaint with the FCC as well to attempt resolution in some manner.
3) Is the issue intermittent, constant or does it occur at a specific time of day?
Internet gone. TV remains but we don't use it.
4) Your modem make, model & firmware version.
Motorola surfboard SB5101
5) Describe any home networking if applicable.
None. Connected straight to Comcast line now--bypassing former TV splitter per Tech support instructions, and no home network equipment at play. Modem has no connection and cannot receive signal from Comcast, so home equipment isn't an issue.
6) List any firewall and/or anti-virus software you have installed. Include what version you have
AVG,
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