I currently had Comcast swap a modem for a family member from DOCSIS 2.0 to DOCSIS 3.0...took a whole 3 days to get it up and running. It's apparently a very complicated process that requires vast experience.
Tech came by today. Checked the levels and laughed when he saw them at an SNR of 40 and just smiled. He then says, "It just wasn't activated, which can be a bit of a problem because to get service it needs to be activated." I called twice and spent about two hours with them on the phone to activate the new modem(wasn't the first time I activate a modem with Comcast).
Comcast even transferred me to another HSI provider to which the guy there who picked up laughed a good bit and told me: "Well, if we were in your area I would try switching you to us, we don't treat our customers like this, but we don't even offer service in your state." I then hung up and angrily called back again. A guy named "Patrick" helped me the second time around. Poor guy couldn't even pronounce his fake name that he is given to pretend to be in the USA and then decides to send a tech. I ask him for a Tuesday appointment and he says there are none, I then go online and there are some. I just didn't want to move it to Tuesday given that I figured if I touched anything more I would probably get it cancelled and have to wait even longer.
I then posted on the Comcast direct forum to see if anyone could look over this issue as clearly I felt that the service was working great before and the new modem seemed in like new condition. The gateway didn't even have the MAC address stickers on it, I got a roll of them and put one on it myself. At this point I feel like okay maybe the tech support from India is just terrible, but somebody here surely can glance at it and activate it if that is the only issue(after all I have had great experience before with them).
No dice. Vic says he doesn't see it online, but shortly after I say I'm posting from it and appears online on my end he says that he sees it online and has been up. Okay, so my suspicion at this point was that the modem/gateway was faulty. Alright good, I already have a tech scheduled to drop by but that wasn't the issue. He apparently saw the modem, but didn't realize this thing wasn't activated. I was surfing the web on an unactivated modem. I was getting atrocious speeds and a lot of hangs on websites, but I was browsing the web somehow. In the end it turns out I was right the entire time and the lady from India who activated it somehow didn't activate my modem right and didn't enable the telephone feature on the phone at all.
Two things I clearly do not get:
1. How does the modem not being activated get past their system(none of the people I spoke with realized this)?
2. How on earth are these people hired? I understand errors, but clearly the lady who activated my modem has no clue what she is doing. She transfers me to a competitor company as well to which after waiting quite a bit on the phone have to start over again with another tech.
Yes, I dialed the Comcast number and had them ask for account verification with them. I didn't dial to some random company and try to get it installed. This experience is just mind boggling. I really do not get how this is the best tech support a company like Comcast can get. It really is all about the money with these goons. Freaking oligopoly market.