allen12
join:2009-08-21
Campbellsville, KY | Local Office not aware of DOCSIS 3.0 I received a email from comcast recently that the speed upgrades were completed in my town, but my local office has no idea what is going on. No one there can tell me what speeds I am supposed to be getting and if I need a DOCSIS 2 or 3 modem to received the speeds I am supposed to be getting. When I asked them if I needed a 2 or 3 they looked at me like I was crazy. In the email I received it stated that I was upgraded to "Blast! internet service" but my bill shows I am on "Performance". My bill for the HSI part is 59.99. When I do a speed test I get 30 down and 10 up. I have posted in the comcast direct forum and not gotten a answer on what speed I am supposed to be getting.
Anyone have any ideas on how I can find out exactly what I am supposed to be getting and if I need a 3 modem how I can get one, (I am leased and when I went to my local office and traded in my old 2 modem, all they had to give me was another 2 modem.)
Thanks |
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 EGThe wings of lovePremium
join:2006-11-18
Union, NJ
kudos:9 | FWIW, a DOCSIS 3 capable modem is indeed needed to be able to get 50 Mbps (if that is what you are subscribed to / supposed to be getting). |
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 beachintechThere's sand in my tool bagPremium
join:2008-01-06
kudos:5
 ·Comcast
·Mediacom
 ·Comcast Digital ..
| reply to allen12
Your local office is for making payments, starting/stopping service, billing - really nothing else. You should not expect a bunch of counter workers to understand anything technology related.
The bill inserts and email say what speed you should be seeing. |
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 CUBS_FANNext Year Again..
join:2005-04-28
Chicago, IL
kudos:1 | reply to allen12
Here in Chicago I went to my local office and turned in my old SB5120 and the lady had a plastic wrapped D3 modem already sitting there next to her computer |
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 plencnerbPremium
join:2000-09-25
Elgin, IL
kudos:2 | reply to allen12
As far as what service you are paying for, your bill is the best place to show that.
The picture above was cropped from my bill. While I do still get a paper statement in the mail, I went online to view it (as it was easy to copy the part I wanted instead of scanning it in). On my online bill, this section is on Page #2.
As you can see, it clearly says "Performance Internet Service", and then below that is the cost for me to rent my Arris TM722G modem.
So, I would start with posting a similar picture. Once we know that, we can tell you what speeds you should be getting, and then decide if you are OK, or if there is more investigating to be done.
As far as swapping out a modem for a D3 one, I also had no problems doing so. I only live about 2 minutes from a Comcast Office. I went in one day and asked if I could swap out my old modem (Arris TM402P) for a D3 one. They said "Not a problem sir!  ". In fact, they gave me my D3 one, told me to go home, disconnect my current one, activate / setup my new one, and once everything was working, bring the old one back. I did just that, and I had no problems with anything.
--Brian
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============================
--Brian Plencner
E-Mail: CoasterBrian72Cancer@gmail.com
Note: Kill Cancer to Reply via e-mail |
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beachintechThere's sand in my tool bagPremium
join:2008-01-06
kudos:5 | If you had active CDV at that time, that is a big no no. |
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plencnerbPremium
join:2000-09-25
Elgin, IL
kudos:2 | said by beachintech:If you had active CDV at that time, that is a big no no.
Is that comment in response to what I said?
If it is, I did have CDV at the time. Why would it be a big No No?
--Brian
--
============================
--Brian Plencner
E-Mail: CoasterBrian72Cancer@gmail.com
Note: Kill Cancer to Reply via e-mail |
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 IowaCowboyWant to go back to IowaPremium
join:2010-10-16
Springfield, MA | reply to allen12
You can always go to Best Buy and pick up a D3 modem and kick the $7 rental fee to the curb. |
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allen12
join:2009-08-21
Campbellsville, KY | reply to allen12
Here is a screen shot of the email I received, and 2 screen shots from this months bill. The bill has a news alert about blast, and the service shows performance.
I would purchase a modem but I like knowing that with a leased one if something goes crazy and it gets fried I can just go get another one and not have to go shell out around $80-$100 again. |
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beachintechThere's sand in my tool bagPremium
join:2008-01-06
kudos:5 | reply to plencnerb
Yes, CDV is supposed to be installed/changed by a tech to ensure e911 functionality and service levels. |
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 NetFixerFrom my cold dead handsPremium
join:2004-06-24
The Boro
·Comcast Business..
·Vonage
 ·Cingular Wireless
·Comcast
| said by beachintech:Yes, CDV is supposed to be installed/changed by a tech to ensure e911 functionality and service levels.
That indeed used to to be Comcast's CDV installation policy, but don't they now allow self installs in circumstances where a standard modem self install is allowed? I seem to recall reading multiple posts in this forum wherein a customer did CDV EMTA swaps without a tech being required, and even initial self installs. Initial self installs could be somewhat risky due to potential equipment damage if the EMTA's FXS port is connected to a live telco circuit, but an EMTA swap should be a no brainer.
I currently use Vonage, and I have also used AT&T's CallVantage, and neither of those VoIP suppliers ever required a professional installation (although that was an available for pay option for those who needed it).
--
A well-regulated militia, being necessary to the security of a free State, the right of the people to keep and bear arms shall not be infringed.
When governments fear people, there is liberty. When the people fear the government, there is tyranny. |
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plencnerbPremium
join:2000-09-25
Elgin, IL
kudos:2 | reply to allen12
allen12  ,
Yes, something does not look right there. You have an e-mail that says
quote:
Now we have doubled the speed of your BLAST! Internet Service, with download speeds....
Reading that would give the impression that you have Blast! as your speed tier.
However, looking at your bill, it clearly says you are on Performance Internet Svc. However, you bill also says the same message about your Blast Internet service being upgraded. That gives the impression again that you are on Blast, as why would they say "We doubled the speed of your Blast! Internet Service..."??
I did look at my last two bills, and I do see the same note you do about the removal of the Extreme 50 Internet Service. However, I don't show the other notes you do (Fox Business Network change, and the note about the increase in internet speeds). What I do have is pictured above.
I think either a call to Comcast, or a stop into your local office (with a copy of your bill, and the e-mail) is in order, to try to figure this out.
While I can see them sending you the e-mail in error, the fact that the same message is printed on your actual bill would be a bigger mistake/error to me. Its one thing to send the e-mail to the wrong group of people, but to make the same mistake on the actual bill...something just does not add up!
--Brian
--
============================
--Brian Plencner
E-Mail: CoasterBrian72Cancer@gmail.com
Note: Kill Cancer to Reply via e-mail |
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 RR ConductorNWP RR Co.,serving NW CAPremium
join:2002-04-02
Redwood Valley, CA
kudos:1 | reply to beachintech
said by beachintech:Your local office is for making payments, starting/stopping service, billing - really nothing else. You should not expect a bunch of counter workers to understand anything technology related.
The bill inserts and email say what speed you should be seeing.
They should have somebody on hand though that DOES understand tech. |
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plencnerbPremium
join:2000-09-25
Elgin, IL
kudos:2 | reply to NetFixer
said by NetFixer:said by beachintech:Yes, CDV is supposed to be installed/changed by a tech to ensure e911 functionality and service levels.
That indeed used to to be Comcast's CDV installation policy, but don't they now allow self installs in circumstances where a standard modem self install is allowed? I seem to recall reading multiple posts in this forum wherein a customer did CDV EMTA swaps without a tech being required, and even initial self installs. Initial self installs could be somewhat risky due to potential equipment damage if the EMTA's FXS port is connected to a live telco circuit, but an EMTA swap should be a no brainer. I currently use Vonage, and I have also used AT&T's CallVantage, and neither of those VoIP suppliers ever required a professional installation (although that was an available for pay option for those who needed it). Not to take this thread to much off-topic, but in my case and in my market, I had no problem adding Comcast Digital Voice to my account (before only had TV and Internet). At the time, I was renting a Scientific Atlanta By Cisco Modem, model # DPC2100R2.
I went into my local office on May 18, 2012 and asked to add Comcast Digital Voice. I went though the process, which included telling them who my current phone provider was (AT&T), and that I did want to port my number. I signed a few forms, and they gave me a self-install kit, which included a new eMTA modem (Thomson Internet Voice Modem, model # DHG536).
I took it home, disconnected my Scientific Atlanta modem, and hooked up my new Thomson eMTA. Once everything was hooked up, I called and did the activation over the phone. I was not able to fully activate the phone part, as it would take 3 business days for my number to port over. Once that happened, I hooked up my phone part, and using my cell phone, called Comcast back and completed the activation process.
About a month later, I noticed I was having an issue with the battery in my eMTA. Power went out, and I had no phone service at all (Battery light would always blink, and never be solid). I even did a test where I disconnected the power cord, to verify this (remove cord, lost phone service, plug cord in, phone service restored). I took the modem down to my local office, explained the problem, and they swapped it out and gave me an Arris TM402P. This was done on June 18, 2012. When I got home, I plugged everything in, did the phone activation via my cell phone, and had things up and running in about 15 minutes.
Finally, on November 27, 2012, I swapped out the Docsis 2.0 Arris for my current modem, which is an Arris TM722G. As I said above, in this case I just happened to stop into my local office (as I was in the area), and asked if I could switch from my current Docsis 2.0 eMTA to a Docsis 3.0 eMTA. They said not a problem, gave me the Arris TM722G, and sent me on my way. I got home, swapped it out, did the phone activation, and was up and running in about 15 minutes. I then took the Arris TM402P back to my local office, signed some paperwork, and was on my way.
No where in this process was I told I had to have a tech come out and do the install. The only additional charge that happened was a one time fee of like $10.00 when I first added Comcast Digital Voice to my package.
So at least in my market, customers can get self-install kits for first time eMTA's, as well as swap them out without needing a tech visit. I'm not sure if this is true everywhere, but it works fine in my area. I would guess if you wanted a tech to come out and do the install, you could request one.
By the way, the local comcast office that I have always used is located at the following address
373 Carpenter Boulevard
Carpentersville, IL, 60110.
The above picture shows the local office from Google Street View.
--Brian
--
============================
--Brian Plencner
E-Mail: CoasterBrian72Cancer@gmail.com
Note: Kill Cancer to Reply via e-mail |
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beachintechThere's sand in my tool bagPremium
join:2008-01-06
kudos:5 Reviews:
·Comcast
·Mediacom
·Comcast Digital ..
| reply to RR Conductor
said by RR Conductor:said by beachintech:Your local office is for making payments, starting/stopping service, billing - really nothing else. You should not expect a bunch of counter workers to understand anything technology related.
The bill inserts and email say what speed you should be seeing.
They should have somebody on hand though that DOES understand tech. No they shouldn't, it isn't their purpose. They pay people to work a desk. |
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beachintechThere's sand in my tool bagPremium
join:2008-01-06
kudos:5 | reply to plencnerb
Your market must allow self install, not the norm. |
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rody_44Premium
join:2004-02-20
Quakertown, PA | reply to allen12
You have performance internet not blast. The letter is just letting you know the blast tier was increased. While its available to you at the new speeds doesnt mean you actually have the blast service. |
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plencnerbPremium
join:2000-09-25
Elgin, IL
kudos:2 | said by rody_44:You have performance internet not blast. The letter is just letting you know the blast tier was increased. While its available to you at the new speeds doesnt mean you actually have the blast service.
While I kind of agree with that, then why did other people not get the same e-mail? Not to mention, on his bill it says we have upgraded YOUR blast internet, yet it clearly says he is on performance.
There is something mixed up here as far as things go, and I think the best thing to do would be for the OP to go down to their local office and try to figure out what is going on.
--Brian
--
============================
--Brian Plencner
E-Mail: CoasterBrian72Cancer@gmail.com
Note: Kill Cancer to Reply via e-mail |
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 ropeguruPremium
join:2001-01-25
Mechanicsville, VA | said by plencnerb:said by rody_44:You have performance internet not blast. The letter is just letting you know the blast tier was increased. While its available to you at the new speeds doesnt mean you actually have the blast service.
While I kind of agree with that, then why did other people not get the same e-mail? Not to mention, on his bill it says we have upgraded YOUR blast internet, yet it clearly says he is on performance. There is something mixed up here as far as things go, and I think the best thing to do would be for the OP to go down to their local office and try to figure out what is going on. --Brian Others have already disagreed saying the local office should be nothing more than to drop off a payment.
»Re: Local Office not aware of DOCSIS 3.0 |
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allen12
join:2009-08-21
Campbellsville, KY | reply to allen12
Do I need a DOCSIS 3 modem for the new performance speeds, and what is the performance speeds supposed to be?
How are the people at the 1-800-XFINITY number? Give you the run around, or do they know what there talking about?
If I need a 3 modem, anyone know if I can get comcast to send me one out and then I could just drop my old 2 off at the office?
Thanks |
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