| [Business] "Out of Business" Class I am attempting to upgrade from residential to business. I say "attempt", because for some reason Comcast does not want to install Business Class at my location.
My install appt was for Monday between 8 and 9 AM.
No one showed up. I called at 10:30. I spoke to someone who said they would have someone call me within 30 minutes to straighten it out.
When no one had called by 12:30, I called again. This time I was told someone would call me within 20 minutes to get it straightened out.
4:30 PM rolls around. I speak to a third person, who apologizes and schedules a Tuesday appt between 3 and 5. Fair enough.
Later on, I get a call confirming my install between 11 and 1. Huh? Ok, I will adjust to the difference.
2:30 PM rolls around, no installer, no call, no nothing. I call a direct number given to me yesterday. After almost an hour on hold, I am told that someone will get back to me shortly. Luckily, I am not holding my breath.
4:30 PM rolls around, and I call back. I get a manager, who apologizes profusely, and promises that it will get resolved. After over an hour of her attempting to chase people down (she had all kinds of trouble contacting my local techs), she tells me someone will call me shortly.
Want to guess what happened? If you said, no one called, you are the winner of a promised Comcast Business class install.
So, we have two completely missed appointments, and not one single call, email, or smoke signal to let me know who, when, or if an installer will ever come by.
The fascinating thing is that the people who are trying to help me can't get answers to their questions as to where the techs are, and why they have not honored two times on two different days. If the people that work there can't get answers, what are my odds?
And, to me the most concerning aspect is that if this is the response I get before they even have my money, how is that "4 hour window" going to work, once they have me roped in? |
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KevTechPremium
join:2002-08-22
Seattle, WA | I would call and let them know that per their "if we miss or are late for an appointment" the install is free.
Unless that does not pertain to business accounts. |
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 JohnInSJPremium
join:2003-09-22
San Jose, CA
 ·PHONE POWER
 ·Comcast
| reply to ComcastUser
said by ComcastUser :And, to me the most concerning aspect is that if this is the response I get before they even have my money, how is that "4 hour window" going to work, once they have me roped in?
Given you posted anonymously, I'm going to chalk this up to faulty self-reporting. I have never had an issue with them hitting the four hour window. Where are you anonymously posting from? (city will do.) What is the residential install (single family home, town house, apt, warehouse, crack den?)
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My place : »www.schettino.us |
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| said by JohnInSJ:said by ComcastUser :And, to me the most concerning aspect is that if this is the response I get before they even have my money, how is that "4 hour window" going to work, once they have me roped in?
Given you posted anonymously, I'm going to chalk this up to faulty self-reporting. I have never had an issue with them hitting the four hour window. Where are you anonymously posting from? (city will do.) What is the residential install (single family home, town house, apt, warehouse, crack den?) I am in South Florida. It is a residence. Single family home. It is good to know that the 4 hour window works for you. I am guessing this is a regional hiccup of some kind, but it blows me away that even the people that I call can't seem to get answers. I have a number to call in the morning of a manager. She told me to call her and tell her what the rep who was supposed to call me earlier tonight (and didn't) said. I will post an update. |
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JohnInSJPremium
join:2003-09-22
San Jose, CA Reviews:
·PHONE POWER
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| And you're calling the business class numbers? Wow. Must be some serious suckage happening in FL.
If you're paying for an install, at this point you shouldn't. I wouldn't accept a charge for install anyway.
In most parts of the comcast footprint, the business class techs are NOT subcontracted out, but are the best of the best comcast people. I've never had an issue with time. Sometimes they don't want to climb poles if a tree is all tangled up in it (my "horror story") but they do show up, at least in NorCal.
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My place : »www.schettino.us |
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Reviews:
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| reply to ComcastUser
That sure is some serious fail happening at CC to snag a better account. As John pointed out, are you calling business class directly or the residential service number?
Perhaps a post on the Comcast Direct forum, with your account info, will get the ball rolling. |
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| said by kevinm5:That sure is some serious fail happening at CC to snag a better account. As John pointed out, are you calling business class directly or the residential service number?
Perhaps a post on the Comcast Direct forum, with your account info, will get the ball rolling.
It is the business class number. I have the direct number of a manager who told me to call her first thing in the morning with news of any communication from a tech, which was supposed to happen about 15 minutes after we hung up. That call never came.
The install fee will be waived per this manager, who was very nice, but was getting no further than I was trying to get a resolution. |
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JohnInSJPremium
join:2003-09-22
San Jose, CA Reviews:
·PHONE POWER
·Comcast
| said by ComcastUser :said by kevinm5:That sure is some serious fail happening at CC to snag a better account. As John pointed out, are you calling business class directly or the residential service number?
Perhaps a post on the Comcast Direct forum, with your account info, will get the ball rolling.
It is the business class number. I have the direct number of a manager who told me to call her first thing in the morning with news of any communication from a tech, which was supposed to happen about 15 minutes after we hung up. That call never came. The install fee will be waived per this manager, who was very nice, but was getting no further than I was trying to get a resolution. That is one poorly managed office. Bummer. Likely you won't get better support out of that office (unless they turn over the staff) once you're installed, either. Unless they're just installing craploads of business class accounts or something.
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My place : »www.schettino.us |
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| said by JohnInSJ:said by ComcastUser :said by kevinm5:That sure is some serious fail happening at CC to snag a better account. As John pointed out, are you calling business class directly or the residential service number?
Perhaps a post on the Comcast Direct forum, with your account info, will get the ball rolling.
It is the business class number. I have the direct number of a manager who told me to call her first thing in the morning with news of any communication from a tech, which was supposed to happen about 15 minutes after we hung up. That call never came. The install fee will be waived per this manager, who was very nice, but was getting no further than I was trying to get a resolution. That is one poorly managed office. Bummer. Likely you won't get better support out of that office (unless they turn over the staff) once you're installed, either. Unless they're just installing craploads of business class accounts or something. Well, I finally received a call from the escalation department. I was not particularly nice by this time, and I was told that they did not have the hardware to do an install, and did not know when they were getting it in. Of course, this is the first I have heard of this after two missed appointments. At this point it is costing me nothing other than aggravation, and a nagging doubt that "upgrading" is not a good idea. |
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 joakoPremium
join:2000-09-07
/dev/null
kudos:5 | Tell them you want to keep your current cable modem or have it replaced with an SB6120 or similar. You probably don't want the SMC they provide anyways.
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PRescott7-2097 |
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| I thought about that as I am using a 6120 on residential now, but I would not even know who to call, since the local techs have not been replying in a timely fashion to the other Comcast people (or so I am told). |
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| reply to ComcastUser
Well, it is installed. It was a bizarre process, as everything has been with the whole situation.
Install was scheduled for Friday between 3 and 5. I get two calls on Thursday confirming, one human, one automated.
3:50 comes. The tech calls. Says he is 35 minutes away. Nice.
4:30 comes. 5:00 comes. 5:30 comes. I call. Flat tire.
About 6ish he shows up. He is in a big hurry, and wants nothing to do with the install. I decide to quiz him to see if he knows or cares about some basic questions. Is the SMC8014 a DOCSIS 3 modem? "Yes it is". It isn't. Can I put this modem in true bridge mode? "Yes you can". You can't. He did not even bother to take the power adapter out of the box to plug it in, instead using the existing one from my 6120. That is how much he wanted to get out of there.
So, if I decide to upgrade to faster speeds, will they swap out the modem for me for a DOCSIS 3 modem, or should I just use the 6120? I spoke to a very nice phone tech who said using the 6120 would not be a problem at all. |
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joakoPremium
join:2000-09-07
/dev/null
kudos:5
1 edit | You can put the SMC 8014 in bridge mode if you telnet into it, but once you do that you can't access the webpage. Sent you an IM with the exact details and password on how to set bridge mode.
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PRescott7-2097 |
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JohnInSJPremium
join:2003-09-22
San Jose, CA Reviews:
·PHONE POWER
·Comcast
| reply to ComcastUser
If you bump up to 22/5 you'll get the smcd3
On 12/2 they only give out the smc8014s, even though they are trying to phase those out (they are not great D2 modems.)
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My place : »www.schettino.us |
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| The tech that was installing my 12/2 line in Chicago gave me the SMCD3G without even asking for it. He said he was only those for all installs, because it was causing a lot less hassles this way. So far this modem has been very stable, works really well. You can always call them and ask if they can give you the better modem. If you get a nice rep, it should be possible. |
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JohnInSJPremium
join:2003-09-22
San Jose, CA Reviews:
·PHONE POWER
·Comcast
| said by BindeR :The tech that was installing my 12/2 line in Chicago gave me the SMCD3G without even asking for it. He said he was only those for all installs, because it was causing a lot less hassles this way. So far this modem has been very stable, works really well. You can always call them and ask if they can give you the better modem. If you get a nice rep, it should be possible.
Yeah they swapped mine out too, but they still seem to install the 8014s in some places, and if they do they seem to really not like swapping up. At $7 a month I wouldn't want one.
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My place : »www.schettino.us |
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 IowaCowboyPremium
join:2010-10-16
Indian Orchard, MA
 ·Verizon Broadban..
·Comcast
·AT&T Wireless Br..
·Verizon Wireless..
| reply to ComcastUser
I have residential internet with my triple play and I have had many truck rolls (9 times out of ten for troubleshooting) and I have never had Comcast miss an appointment. Sometimes they are late.
A bigger issue for me is that the techs are rushed as they always have another job dumped on them by their dispatcher. Also they are notorious for plugging their meters in and saying the signal is fine, I'll refer to maintenance (line techs). The last tech said that the signal was fine on the test meter but he could see (though his dispatch handheld) from the headend that there was some ingress and that my modem reset 15 times in the last 59 days. The techs I have try their best to troubleshoot the issue, the problem is when they hand it off to the line techs that the issue is shelved on the back burner. I have had the underground line replaced a few years ago. Also Comcast is notorious for cutting corners like pulling a cable behind the house instead of through the conduit in the front of the house. The way they did it (see picture) makes it vulnerable to damage from lawn equipment such as lawn mowers and weedeaters.
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All of my CPE (including my EMTA) is customer owned. The only Comcast owned equipment in my house is the CableCards in the two TiVO boxes I own. |
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| i had the same issue where my modem was resetting every day, my house is really close to the amp outside, there was about a 15 foot cable from that amp to my modem.
My signals were perfect, but my modem rebooted itself all the time. I eventually moved the modem to a different room where its behind a couple splitters. Now the receive signal is in the negatives; -4 to -6 and upstream is about right, and the modem hasnt reset in weeks.
One other thing i also did was added 100 feet of cable in the garage to make the signal weaker, and got about the same as now and it didnt work, not sure why |
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IowaCowboyPremium
join:2010-10-16
Indian Orchard, MA Reviews:
·Verizon Broadban..
·Comcast
·AT&T Wireless Br..
·Verizon Wireless..
| said by videomatic3:i had the same issue where my modem was resetting every day, my house is really close to the amp outside, there was about a 15 foot cable from that amp to my modem.
My signals were perfect, but my modem rebooted itself all the time. I eventually moved the modem to a different room where its behind a couple splitters. Now the receive signal is in the negatives; -4 to -6 and upstream is about right, and the modem hasnt reset in weeks.
One other thing i also did was added 100 feet of cable in the garage to make the signal weaker, and got about the same as now and it didnt work, not sure why
My signals run around 3.0 to 3.49 on the downstream and the upstream power is 35.00
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All of my CPE (including my EMTA) is customer owned. The only Comcast owned equipment in my house is the CableCards in the two TiVO boxes I own. |
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