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UMP25
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Posts: 276

PostPosted: Wed Mar 22, 2006 11:36 pm    Post subject: Reply with quote Back to top

Well, it APPEARS that there may be an explanation to all of these problems I've been experiencing. God knows how it's going to get resolved, however.

Today the Comcast tech came back and checked a few more things. He even brought a new modem to try just in case my modem was the problem. It wasn't. We got to talking and I explained to him that there had been 3 Comcast trucks out here Monday as well as twice last week, all working in back of my apt. building.

I asked my tech if he knew what they were doing and if it could possibly have anything to do with my abominally slow Internet speeds. (How slow is it? I'm supposed to be at 8-10MB down, and, well...a good amount up. My upload speed is at--I kid you not--5 kbps!!! That's five. As in cinco.

Anyway, the tech told me that the line techs as they're called are dispatched out of a different office and considered a different part of the company. So, he gets on his phone and calls a tech line supervisor to discuss the problem. Meanwhile, I began to wonder that if there was a Comcast line issue of some sort, my neighbors should also be experiencing this same problem. I called the management office (located right across from my balcony, BTW) and asked one of the staff about this. It turns out that I'm not alone. The management office has been experiencing this at the same time periods I have. As they told me, their Internet service was "barely functional." They also told me no fewer than a half-dozen residents in and around my building also were having the same problem.

It's therefore obvious that all this is a major Comcast problem. When I told this to my tech, he said the line tech supervisor said they are sending out some more people tomorrow to work on the node and the head end, whatever that means, because the problem's got to be there they believe. I sure hope so, because there are a lot of folks here who are pissed that their Internet speed is far worse than dial-up!

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VonageTPA
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Joined: Jul 11, 2005
Posts: 1715
Location: Florida (usually)

PostPosted: Thu Mar 23, 2006 3:09 pm    Post subject: Reply with quote Back to top

Headend = the main Comcast plant, where all of the signals are received and placed onto the cable line.

node = neighborhood-located Comcast equipment, usually found alongside the road in green boxes that stick up from the ground (the cable techs have all sorts of names for these... tombstones, cans, etc.) These are placed around the city to separate out the internet feeds & amplify the CATV signals so that there is enough bandwidth and signal for each neighborhood. Not every stubby box is a node, just the main ones, which will often have a power meter nearby, if not directly mounted to them.

Also, until Comcast has fixed their problems, try dropping your Vonage bandwidth saver (via the Vonage website account management) down to the lowest possible bandwidth. If you're only getting 5KBps, you can probably get a passable call through this way. If you're only getting 5Kbps, all bets are off, that's text-only speed there.

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ISP: Varies depending where I'm at.
Vonage: Linksys RTP300
Router: IPCop 1.4.10
Phones: various
Total calls since Jul 24, 2005: 4,794 calls
Total Minutes since Jul 24, 2005: 25,552 minutes
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UMP25
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Joined: Feb 09, 2006
Posts: 276

PostPosted: Thu Mar 23, 2006 10:59 pm    Post subject: Reply with quote Back to top

Wow! I'm at a blazing 90k up this evening, but now my download has dropped to 2MB!

Stupid Comcast.

Note: They're not finished with the problem yet. More people today complained, and their service personnel told our management that an entire panel and stuff had to be replaced. It sounds like a node problem, but we'll see.

Comcast told us they have a "tentative" fix time of noon tomorrow (Friday). Uh huh. We'll see.

Oh, and today's semantics quote of the day: "estimated fix time" is not the same as "tentative fix time," according to what their tech told me on the phone. And if that's not the kicker, he said this: "A fix can be estimated but not tentative, while at other times it may be only tentative but not estimated." My response to him was exactly: "Don't make me come through the phone and slap you silly. I just got a headache trying to figure out what you said."

If I would have had my Glock near me, I would have shot my phone.

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VonageTPA
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Joined: Jul 11, 2005
Posts: 1715
Location: Florida (usually)

PostPosted: Thu Mar 23, 2006 11:12 pm    Post subject: Reply with quote Back to top

I feel your pain, I truly do. Try having ~10 Comcast cable internet connections to get going & keep after... I've spent MANY hours on the phone with their techs, and spent a few hours with them at my locations as well.

_________________
ISP: Varies depending where I'm at.
Vonage: Linksys RTP300
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Phones: various
Total calls since Jul 24, 2005: 4,794 calls
Total Minutes since Jul 24, 2005: 25,552 minutes
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UMP25
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Joined: Feb 09, 2006
Posts: 276

PostPosted: Fri Mar 24, 2006 8:34 pm    Post subject: Reply with quote Back to top

Well, Comcast has a serious problem on their hands, and the idiots don't even know what to do. I spoke to my leasing office this afternoon--they're located right across my my apt., conveniently--and they told me the Internet service has been so bad for the last 3+ weeks that they have not been able to get business done. They've spoken to their attorneys about possible legal action against Comcast.

For me personally, this is day 29 of some sort of Comcast problem. Today, my speeds have been as bad as 700k down and again, 5k up; and this for someone who is supposed to be getting the top tier of 8MB down and 786 up!

My testmyvoip results have been in the mid-4.0's for incoming, but around 1.0 for outgoing, which has resulted in unintelligible conversations, so obviously my Voip service has been severely affected.

The most frustrating part of this is that Comcast literally has no frickin' clue what's wrong. They had more line techs out today, but that didn't work. Worse, about an hour ago, they called me (we're using my cell # to talk) to tell me the problem has been fixed.

No it hasn't!!! Don't these @#$holes know what the hell is going on?!? My leasing office also told me today that a Comcast line tech supervisor told her, "We don't know what the problem is and we don't know how to fix it."

What the hell kind of explanation is THAT?!?

The left hand of Comcast has absolutely NO idea what the right hand is doing, and vice versa. I get off the phone a few minutes ago with a supervisor from their tech. dept., the # one would call when there's a service issue, and HE tells me "there's an outage in your area." Well, DUH!

But then why the hell was I told an hour or so ago that the problem was fixed?

Evil or Very Mad

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sinceMay2004
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Joined: Feb 28, 2005
Posts: 193

PostPosted: Fri Mar 24, 2006 8:49 pm    Post subject: Reply with quote Back to top

Did they replace the panel they said they would?
Or do they think the cost outways the customer?

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UMP25
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PostPosted: Fri Mar 24, 2006 10:08 pm    Post subject: Reply with quote Back to top

Apparently they did, at least according to what our property manager was told. My service just came back on after being out completely for the last hour or so. I called Comcast (for the third time today--I think--I've called so often I lost count) to mention this and the guy on the phone tells me, "I see there is a service outage in your area." Well, DUH! Ya think???

In all my years of dealing with various service companies, utilities, etc., I have never seen a situation as FUBARed as this.

This is truly unbelievable. It's too bad, too, because they turned a rather satisfied customer into one of their biggest detractors now. How their service can be virtually flawless for 14 months then literally fall apart completely and remain like that for 29 days and counting is beyond me.

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UMP25
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PostPosted: Sat Mar 25, 2006 10:39 pm    Post subject: Reply with quote Back to top

My, my, my. This just keeps getting worse and worse, especially since Comcast keeps telling us the problem has been fixed when it has NOT. I spoke to them again this morning, since my speeds are still death defying slow, and they told me, like they told me each of the last three days, that the problem would be fixed today.

I get home this afternoon and, of course, the problem has not been fixed. So, I call Comcast to tell them this, and the idiots had the audacity to tell me the "outage has been cleared," meaning the problem was fixed. I vehemently complained to the guy on the phone that that wasn't true at all. Moreover, when he tried to ping my modem, he was getting terrible results, including packet losses frequently exceeding 50%. Then he proceeds to tell me that the earliest they can have a tech out here is Wednesday!

I told the guy a technician is useless for me, for the problem is NOT on my end; it's with Comcast in their system--SOMEwhere!

What the hell is going on over there?!? I've had disrupted service for weeks. Our leasing office has had no service for weeks--same thing for my neighbors; and Comcast tells us daily that the problem is solved, then we call to tell them it's not. It's like we're all caught in some endless time loop.

I'm unable to use my phone service due to Comcast's mess, and at $24.99 + $14.99 for my fax line per month, I'm paying Vonage for nothing. Plus, I'm unable to use my umpire association's online assigning system to assign our ball games, and this system is the lifeblood of our work. Our leasing office is losing money as well.

They forced us to take drastic action. Our leasing office has spoken to attorneys regarding this fiasco, and I've tried talking to my neighbors regarding a possible class action.

In the meantime, does anyone here have Comcast's corporate contact info?

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