US Cable Support > Comcast HSI > [Connectivity] Is this how Comcast treats a customer of 10 years

reply to NetFixer

Re: [Connectivity] Is this how Comcast treats a customer of 10 y

reply to gar187er

said by gar187er:

said by PeteC2:

I am not sure that there may be a better way to handle this, as the guys in the truck aren't there to fix problems at any residence, just eliminate the noise.

you mean its tough to try to get a maintenance tech to spend an hour at a house fixing a shotty install??

reply to ropeguru

reply to ropeguru

reply to CUBS_FAN
Sorry about your experience.

Not that it helps you at all, but a couple of years ago I was visiting a friend (who lived somewhat near an airport) when the same thing happened. In fact I was using the connection at the time. Called in and after some troubleshooting, they scheduled a truck roll for late the next day.

The CC tech was a very nice guy. He checked a couple of things inside, then went out, grabbed a ladder (leaned it against the utility pole out back), and checked things out. He came back down and said that a tech must have been out yesterday because the line was cut by the connector, which was damaged, and tagged for RF noise.

He just put a new connector on the line and hooked it back up. Everything was good.

He told me that the tech should have seen that the line was in use (it is tagged) and replaced the obviously damaged connector. Even if the line wasn't tagged as in use, he was supposed to knock on the door to check before just cutting the line.

Anyway, he said that the FCC was really getting on each cable company's case for RF interference near airports, and CC was stepping up their efforts to eliminate the interference.

As it turned out, my friend said he had noticed poorer internet performance when his neighbor had CC hook her up a couple of months before. He assumed it was her kids sucking up bandwidth, but as long as it didn't affect him much (he's just a light user) he didn't check it out further. He figures that was when the connector on his line was damaged.

reply to PeteC2
They most certainly do have very easy methods to determine where the noise is coming from. All they have to do is disconnect the cable and measure both sides... either it's on Comcast's side or the consumer's.

reply to PeteC2

reply to CUBS_FAN
OP im willing to bet the connector on the back your modem is loose.
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I'm better than you!

reply to CUBS_FAN
CLI, cumulative leakage index is a measurement of radio frequency signal interference egressed, or leaked, or emitted out from a cable line. It is necessary and mandated by the FCC that the interference be maintained below a certain threshold, in order to protect frequencies used by airports for various communications. Your residence obviously exceeded the threshold for the safe operating range and therefore was disconnected. Usually the technician will attempt to make customer contact but if they fail, then a door tag will usually be left indicating that you need to call the cable company to schedule an acceptable time when a tech can come to the house or business to find and fix the problem.

This talk about noise in the system is not the same as egress, RF interference emitted out, but rather ingress, which is unacceptable amplitudes of RF signal introduced into the cable system. Noise and leakage are two different things, but commonly share the same fix or repair. In other words if you have a cracked cable, a torn sheath, a loose connector, etc. then noise could be introduced into the cable network, but not always, or cable signal could be leaking out from, causing unwanted interference with air traffic, but not always.

reply to gar187er

Cubs fan,

You say you changed your modem because of packet loss.

A major cause of packet loss is noise in the cable.

You may want to check all your connections to see if they are tight?

Also check for cable damage. dog chewed cable? Cable near a baseboard heater? (It can damage the cable by the heat of it.)

The connections at the wall? Any other outlets in the house not connected or loose?

The tech should be able to find it.

Good luck

reply to CUBS_FAN
Around here policy is if you have a business account and call by 11am you get a tech that day. After 11 next day. Friday to monday is best attempt at earliest time. If you want business time arrangements dont call the residential help lines.

reply to CUBS_FAN
More better to ask not how do you treat a customer of 10 years but how do you treat a customer of 10 years that is having adverse effects on as many as 150 current customers with some who might of been a customer for 20 years. The answer than seems pretty clear.

reply to CUBS_FAN
First I will tackle your mention of being bumped up to 25/5, meaning you are on performance internet? If so there have been several posts referencing that only those on Blast & Extreme 50 have received the boost. Those on performance will not receive the boost till late March or April, for precise dates, search those threads. Second, the reason they may have cut the line, is having people removed, or otherwise get around the devices they put on the line to degrade the signal, or just cut it off there right after the device, remove it from the tap, and put a new connector on. You profile says Chicago, so either not wanting to state where you live, in the burbs, or you actually live in Chicago. If it's Chicago friends of mine who work for Comcast say that such things aren't out of the ordinary for people to go and reconnect the cable, 10 years or 2 weeks. Yes, the old adage, one bad apple. Their thought is, there is only so much they can do, in some instances, they put "trap" type devices on the on the tap so that can only be removed with special tools, so as people cannot just reconnect themselves. Plus there are all kinds of techs, such as techs that just go around and figure out where noise/ingress is happening. They "may" know how to fix the issue, but that's not their job. That's the job of the techs that the CSR's setup to come out between 10 & 2, on Saturday. Just like there are line techs, who job it is to work on the cables, and wires on the lines, or below ground. As has been previously stated this "new" drop that was put in 5 years ago, is just off the spool perfect from where it connects to Comcast, to the back of your modem? No, nicks, tears, water inside, etc........?

reply to James_C
Or on some other companies side. We had a streetlight here that was dimming out every ~5 minutes or so and creating enough noise through the electric lines that modems were losing sync.

reply to ropeguru

reply to CUBS_FAN

I need to get one of those!
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"I drank what?" -Socrates

reply to espaeth