dslreports logo
site
 
    All Forums Hot Topics Gallery
spc

spacer




how-to block ads


Search Topic:
uniqs
4246
share rss forum feed

Melissa2009B

join:2009-12-27
Denver, CO

[Connectivity] Alternative to Comncast? I'm furious!

I'm furious at Comcast right now! Here's what I just posted to my Facebook page with one of THEIR Speedtest screens!:

Does anyone know a good fast alternative to Comcast for internet, in the west Denver area? We started out with Qwest for years, but every time it rained or snowed, their phone line would drop out, until we started referring to them as "Banana Republic Phone Company".

So we switched to Comcast about 9 months ago, for faster service and VOIP for the phone. For several months, it was great.

But this past month or so, they've been stinking, with stuttery service where web pages take long times to load, and it drops out completely some days, leaving us without phone too, for our home based business!

And all I get is aggravation from their support people. If I mention the word "business" or the phrase "home based business" they tell us we have to upgrade to a much more expensive business plan, even though I keep telling them it's a part time 8-10 hour a WEEK home based business that we usually get 3-4 calls a DAY for!

And they KNEW this was a wireless setup from the start, because we insisted on it or we wouldn't sign up with them! It's a big long modular house on a foundation, with 2 PC's and 2 Roku's and we can't run wires because of insulation and plastic under the floors. But they keep blaming THEIR BAD SERVICE on THAT and telling us to run ether net cables! This support guy got me so aggravated just now, that I hung up on him, and the problem still isn't fixed! And if I call again, we'll just get the same garbage from them again!

We're FED UP but don't know who to replace them with now!



tshirt
Premium,MVM
join:2004-07-11
Snohomish, WA
kudos:4

2 edits

removed
yes, you are!



graysonf
Premium,MVM
join:1999-07-16
Fort Lauderdale, FL
kudos:2
reply to Melissa2009B

I doubt another provider will be able to improve the wireless part of your service, and if that is where the bulk of your difficulties lie, you should reconsider running ethernet or relocate the gateway to a more centralized, more favorable location within your home.

You may want to consider not mentioning that you are using the service for business purposes. It has no bearing on your problems or any potential solutions.

Good luck.


Melissa2009B

join:2009-12-27
Denver, CO
reply to tshirt

said by tshirt:

Good luck!
It is possible to have someone (doesn't have to be Comcast) do a professional wiring job of the house or have at least one wired phone at the modem to eliminate the wireless as a problem.

That would cost us hundreds of dollars, and is not the problem. Our wireless is working fine.

And you have the choice of not mentioning BUSINESS to anyone OR upgrading if it is a vital source of income and you want BUSINESS level support.

The whole tone of your reply, sounds like them, to blame the customer. Do you work for Comcast?

As I remember your cable drop was very long/old/had some problems much like your phone drop,

No, the phone line was a 60 year old lead line. The Comcast line is brand new, the tech was even bragging when they installed it, that we have a brand new cable, going to brand new equipment on the main line on the street.

so if you can eliminate some of the sticking points perhaps you can get comcast working on the drop and line QC instead of just yelling at the poor CSR who maybe doing their best to go through the steps required to help you.

This really isn't helpful. As I mentioned, it was working great for the first several months, but has gotten intermittent for the last 4-6 weeks. It's not our wireless. It gets like this, then comes back some hours later, as if something in their equipment outside gets rebooted or fixed, then it happens again later. It comes and goes at various times.

And I just tried calling their support 2 more times and got disconnected both times, while on hold.

Melissa2009B

join:2009-12-27
Denver, CO
reply to graysonf

said by graysonf:

I doubt another provider will be able to improve the wireless part of your service, and if that is where the bulk of your difficulties lie, you should reconsider running ethernet or relocate the gateway to a more centralized, more favorable location within your home.

You're assuming that Comcast's "blame the customer first" strategy is accurate. It's not. We've had perfect wireless functionality for months at a time, then it does this intermittent thing, on and off, with no changes to the wireless equipment.

I wish someone could actually help me here, without sounding like they work for Comcast and are taking their side and blaming the customer.


workablob

join:2004-06-09
Houston, TX
kudos:3
Reviews:
·Comcast
reply to Melissa2009B

Melissa,

I was having terrible speeds and disconnects that got progressively worse over the next month.

The ultimate solution was going to the Comcast center and getting a new modem.

Wow. What a difference and it's free.

Blob.
--
I may have been born yesterday. But it wasn't at night.



graysonf
Premium,MVM
join:1999-07-16
Fort Lauderdale, FL
kudos:2
reply to Melissa2009B

I'm not blaming you, but nothing you have said here indicates that you are completely certain that it's Comcast's fault.

You need to be willing to do your own debugging and diagnostics too. Nobody here can do that for you.

If I were you I would plug a phone into the gateway and also a PC via ethernet. Then when you are having problems elsewhere, go to the gateway and see if the phone and PC work there. If they don't, you have a problem with the gateway, a problem with the coax cable providing your services, or Comcast is having a problem in their plant further upstream.

That's the best I can do for you, take it or leave it.


plat2on1

join:2002-08-21
Hopewell Junction, NY
reply to Melissa2009B

sounds like your complaint is wifi sucks? not sure how switching providers is going help you with that.


medbuyer

join:2003-11-20
kudos:4
reply to Melissa2009B

you're blaming Comcast for your inability to install a proper working wireless router in your home?

»[Connectivity] Tried installing a Netgear WNR3500 on my TG862. F you installed this a month or so ago AFTER changing what was working a few months back...

if your wireless is working fine, you wouldn't come here and complain about it....you prefer running wireless as compared to running wires and yet, you can't even do the basic troubleshooting....


Melissa2009B

join:2009-12-27
Denver, CO

said by medbuyer:

you're blaming Comcast for your inability to install a proper working wireless router in your home?

»[Connectivity] Tried installing a Netgear WNR3500 on my TG862. F you installed this a month or so ago AFTER changing what was working a few months back...

if your wireless is working fine, you wouldn't come here and complain about it....you prefer running wireless as compared to running wires and yet, you can't even do the basic troubleshooting....

I didn't install it, they did, and it was working fine, as I said, for MONTHS. So they KNOWINGLY installed it wireless for us, and now they hassle us for it being wireless, every time THEY go down. Swell.

And all I'm getting here from you guys, is blamed, the same way they did. I'm out of here, have a nice day!


Wayne99021
Premium
join:2004-12-28
Mead, WA
kudos:1
reply to Melissa2009B

I think workablob has the right idea. pickup a new mode/router/gateway or whatever equipment you have from the Comcast office or better yet get a Comcast tech out to check everything out. There are some very knowledgeable understanding techs out there.
Just don't mention the word "BUSINESS" or wireless for that matter when talking to the CSR. Just tell them you are having connection problems that you want looked at.
I do not or have I ever worked for Comcast, but I did work for the Bell system and AT&T for 40 years in the service end so I know being nice and calm when talking to the people goes a long way in getting a issue resolved.


medbuyer

join:2003-11-20
kudos:4

2 edits
reply to Melissa2009B

said by Melissa2009B:

I didn't install it, they did, and it was working fine, as I said, for MONTHS. So they KNOWINGLY installed it wireless for us, and now they hassle us for it being wireless, every time THEY go down. Swell.

And all I'm getting here from you guys, is blamed, the same way they did. I'm out of here, have a nice day!

that link was from 06/07....just about a month ago...

even if they installed it for you, it worked for a while and it stopped, meaning there is something going on with the wireless connection...

did you even try doing a basic troubleshooting?

see, you only like to hear what you think is right...if you don't like the answers or solutions that you think are contrary to what you think, you accuse people of working for Comcast and walk away....
is this really how TEA PARTY people think? It's their ideas or nothing else...

I think having a computer geek who knows how to run networks will save you the hassle and pulling your hair....instead of trying to solve this yourself...


hortnut
Huh?

join:2005-09-25
PNW
kudos:1
Reviews:
·Comcast

1 edit
reply to Melissa2009B

said by Melissa2009B:



But this past month or so, they've been stinking, with stuttery service where web pages take long times to load, and it drops out completely some days, leaving us without phone too, for our home based business!

And they KNEW this was a wireless setup from the start, because we insisted on it or we wouldn't sign up with them! It's a big long modular house on a foundation, with 2 PC's and 2 Roku's and we can't run wires because of insulation and plastic under the floors. But they keep blaming THEIR BAD SERVICE on THAT and telling us to run ether net [sic] cables! This support guy got me so aggravated just now, that I hung up on him, and the problem still isn't fixed! And if I call again, we'll just get the same garbage from them again!

We're FED UP but don't know who to replace them with now!


.
said by Melissa2009B:

said by tshirt:

It is possible to have someone (doesn't have to be Comcast) do a professional wiring job of the house or have at least one wired phone at the modem to eliminate the wireless as a problem.

That would cost us hundreds of dollars, and is not the problem. Our wireless is working fine.

Questions:

1. Who is supplying the Equipment and Wiring for the Wireless part of the Network?

2. What is the Topology of the Network?
Comcast -> Demarc/NID -> First Device Hookup [Modem or ?] -> Wireless Device or What? -> or something else???

3. Where are any Splitters, Barrel Connectors or any devises, other within the wiring, located?

4. Who supplied line to Modem? Brand/Model.

5. Whose wireless is it?

6. How do you not know the wiring in the house is not the problem?

[I rented a house newly built 3 years ago and had nothing but trouble with the wiring. Builder had screwed up. At the NID unhooked all the internal wiring and ran my own wire to a DSL Modem and to a Phone Base Station. 2 level 2800 sq ft home, when I left, rehooked up the wiring and left mine in place.]

Background - Had similar problem that you describe last summer in a Condo. It only occurred during the day. Had my suspects. Called Comcast had them go through their thing and they dispatched a Truck the next day.

"We" replaced a 75 foot line that I knew was questionable and had been in place for years. Problem solved. Tech. was here for over 2 hours and cost was $30.00 [base rate of $30.00/hour in our Franchise Area]. He billed less, as I had opened up all the areas he needed access to and I strung the wire for him in the Attic.

Another time, some years ago, I too lived in a Modular Home on acreage with insulation and plastic to deal with. Had DSL and it was not prewired for anything. When I ordered it, I wanted to do my own wiring. Was able to get phone wire from the predecessor of Verizon for no cost. Actually got several 500 foot rolls of 8 or 10 pair that was for direct burial. Used that in my Home Based Business for Phone and DSL and in a number of Outbuildings. Got excellent Voice Quality and Line Quality for DSL.

Wiring all that was no big deal, just made sure I had the correct tools and parts.

Hope this helps in the troubleshooting.

Edit: Posts while composing this, indicate an All in One Modem/Phone/Wireless? Reading on this forum and others, all recommend splitting the Wireless from the other two. That is what I have done all these years. It makes it easier to troubleshoot and one can get a better AP/Router that meets ones needs and is future proof.

I forgot, I have had a couple of Modems go bad and act as you indicate. But first what are your Modem Stats? Signal up and down and such..

Disclosure- I do not work for Comcast and am only a Customer of many years at several locations in different States.
At the turn of the Century, did work as a Tech on the ISP side for UsWest/Qwest for a couple of years.

Melissa2009B

join:2009-12-27
Denver, CO

1 edit
reply to medbuyer

Well yes, I basically trouble shot it. I rebooted the modem, didn't work. Checked my speed on my PC's wireless connection and it said it was perfect, the same as always. I don't know what else I could have done.

I tried running a speedtest at Comcast's speedtest site and the results were abysmal.

Not sure if I can post a screen shot of that here.

But it suddenly started working again and is fine now, so I assume they did something outside somewhere, on their own equipment. But it keeps happening this way. It gets intermittent, we lose phone service sometimes too, I call them, they give me crap about the things they KNEW when we signed up, then an hour later it starts working again. This has been going on for about the last 6 weeks now.

Hortnut: Your reply was apparently being posted while I was typing the above. There ARE no wired connections. Comcast set up the whole deal about 9 mo ago. Their cable comes into a high up shelf in the kitchen ( for best wireless coverage, I put up a wood shelf ). Their WIRELESS modem sits there, a TG862G. It goes out wirelessly to 2 Roku boxes at opposite ends of the house, and 2 PC's at opposite sides of the house, but much closer than the Roku boxes. That's it. was working more or less fine for the first 7 months, then started doing this intermittent stuff. They KNEW it would be wireless and installed it all for us ( I set up the wireless networking from both PC's and the Roku boxes, and it was fine all that time ) but then every time THEY go down or flaky for some reason, they blame US.

Look, I'm done with this.


medbuyer

join:2003-11-20
kudos:4

1 edit

said by Melissa2009B:

Well yes, I basically trouble shot it. I rebooted the modem, didn't work. Checked my speed on my PC's wireless connection and it said it was perfect, the same as always. I don't know what else I could have done.

I tried running a speedtest at Comcast's speedtest site and the results were abysmal.

Not sure if I can post a screen shot of that here.

But it suddenly started working again and is fine now, so I assume they did something outside somewhere, on their own equipment. But it keeps happening this way. It gets intermittent, we lose phone service sometimes too, I call them, they give me crap about the things they KNEW when we signed up, then an hour later it starts working again. This has been going on for about the last 6 weeks now.

I would heed workablob See Profile advise...

suggestions by other people....might not be the best answer but may be the solution..
Expand your moderator at work


hortnut
Huh?

join:2005-09-25
PNW
kudos:1
Reviews:
·Comcast

1 edit
reply to Melissa2009B

Re: [Connectivity] Alternative to Comncast? I'm furious!

May I recommend, when calling leaving out the Small Business, Wireless, Your Background and such. Concentrate on the issues at hand. Let the tech go from there.

Remember you are negotiating, that is trying to find a solution.

Going on for 6 weeks? Shot in the dark - when did it start to get hot there? Any correlation?

When Teching for DSL, had all kinds of irregularities that would cause disconnects/slowdowns. One was at a certain time of day on sunny days. Water from landscaper irrigation was getting into one of the connections [that was not sealed correctly] and when sun hit it, connection dropped. That is just one.

Still suggest posting your Modem Stats.

Edit: I am a generalist and have experience from many different occupations/experiences. But I do not know it all and have not kept up in some disciplines. People that come to do work for me, I assume, know the current way of doing things and such.

The Comcast Tech out last Summer had some new tools that allowed him to do a lot of work from his vehicle without hooking up to my cable. He had just received them, so he also used the 'old' tools to verify. So, I make sure that I do not assume anything.

hth


Melissa2009B

join:2009-12-27
Denver, CO

said by hortnut:

May I recommend, when calling leaving out the Small Business, Wireless, Your Background and such. Concentrate on the issues at hand. Let the tech go from there.

Yeah, ok.

Going on for 6 weeks? Shot in the dark - when did it start to get hot there? Any correlation?

Could be, though I'm not certain. We have central air here in the house, so it never gets over 70, but outside...

But things have cooled off this past week. It's only 81 now outside, and the problem just went away as it was warming up out there, so it's hard to say.

When Teching for DSL, had all kinds of irregularities that would cause disconnects/slowdowns. One was at a certain time of day on sunny days. Water from landscaper irrigation was getting into one of the connections [that was not sealed correctly] and when sun hit it, connection dropped. That is just one.

Wouldn't discount it, but can't get them to do anything but blame me.

Still suggest posting your Modem Stats.

I don't know how. Is there a way for me to download them?

Edit: I am a generalist and have experience from many different occupations/experiences. But I do not know it all and have not kept up in some disciplines. People that come to do work for me, I assume, know the current way of doing things and such.

The Comcast Tech out last Summer had some new tools that allowed him to do a lot of work from his vehicle without hooking up to my cable. He had just received them, so he also used the 'old' tools to verify. So, I make sure that I do not assume anything.

hth

OK, interesting, thanks.


DrDrew
That others may surf
Premium
join:2009-01-28
SoCal
kudos:15

It could be a signal issue. Can you post signal levels from the modem diagnostic pages? Should be at »192.168.100.1 if it's in bridge mode.


Melissa2009B

join:2009-12-27
Denver, CO

It's not in bridge mode. I tried a router awhile back, could never get it to work ( apparently didn't know how ) and had them turn the wifi back on and take it back out of bridge mode.

Expand your moderator at work


DrDrew
That others may surf
Premium
join:2009-01-28
SoCal
kudos:15
reply to Melissa2009B

Re: [Connectivity] Alternative to Comncast? I'm furious!

Then try »192.168.1.1 or »192.168.0.1


Melissa2009B

join:2009-12-27
Denver, CO

said by DrDrew:

Then try »192.168.1.1 or »192.168.0.1

Oh, I think I remember.... 10.0.0.1

There's logs and diagnostic tools in there, if I knew what to do.

What are you interested in?


Wayne99021
Premium
join:2004-12-28
Mead, WA
kudos:1
reply to Melissa2009B

I think Comcast has to put that unit in bridge mode.
Another thing you might think about is getting a wireless access point and installing in the middle of your house.
If your house has carpet throughout there is a way to run cat5e between the tack strip and the wall under the carpet.
I did that with a neighbor a couple years ago in his house with bad wireless signals and that cured his problem.



Darknessfall
Premium
join:2012-08-17
kudos:5
Reviews:
·Comcast
·AT&T U-Verse
reply to Melissa2009B

said by Melissa2009B:

said by DrDrew:

Then try »192.168.1.1 or »192.168.0.1

Oh, I think I remember.... 10.0.0.1

There's logs and diagnostic tools in there, if I knew what to do.

What are you interested in?

Signal levels should be under "Connection" -> "Xfinity Network."


DrDrew
That others may surf
Premium
join:2009-01-28
SoCal
kudos:15

1 recommendation

reply to Melissa2009B

said by Melissa2009B:

There's logs and diagnostic tools in there, if I knew what to do.

What are you interested in?

Post screenshots of the cable signal levels.

Melissa2009B

join:2009-12-27
Denver, CO
reply to Wayne99021

said by Wayne99021:

I think Comcast has to put that unit in bridge mode.

Yes they do, but like I said, I tried a router with that and couldn't get it to work, so had them switch it back.

Another thing you might think about is getting a wireless access point and installing in the middle of your house.

Isn't that what the TG862 is essentially doing in wireless mode?

If your house has carpet throughout there is a way to run cat5e between the tack strip and the wall under the carpet.
I did that with a neighbor a couple years ago in his house with bad wireless signals and that cured his problem.

No carpet.

Melissa2009B

join:2009-12-27
Denver, CO
reply to DrDrew

said by DrDrew:

said by Melissa2009B:

There's logs and diagnostic tools in there, if I knew what to do.

What are you interested in?

Post screenshots of the cable signal levels.

Don't see anything for signal levels, or a way to post a jpg here, but...

Here's a screen shot of part of the event log today:

»lakewoodcolorado.net/photos/TG86···tial.jpg

But THAT was after it started working again.

Here's a system log that shows when it was out this AM:

»lakewoodcolorado.net/photos/TG86···tial.jpg


Wayne99021
Premium
join:2004-12-28
Mead, WA
kudos:1
reply to Melissa2009B

Sorry, I just re-read my post. I should have said wireless router, not WAP.
With my neighbors problem he had the same modem/wireless router as you have, but was located at one end of the house in the basement and everything on the main floor had terrible signal levels.
We had Comcast put the unit in bridge mode and I ran a cat5e to the middle of the main floor and installed a Netgear router there.
For some reason he gets excellent signals now in the whole house, even in the basement.....only thing we can figure is the wireless side of the TG862 is pretty weak. Which is the same problem you are having.