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Shakedown
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Joined: Mar 07, 2006
Posts: 5
Location: Chicagoland area

PostPosted: Mon Mar 27, 2006 4:17 pm    Post subject: Comcast finally comes through! Reply with quote Back to top

Hello All,
Well, after a few more calls Vonage and Comcast, Comcast finally said that it appeared that something was causing packet loss with my connection. This last time when I called, I didn't mention anything to do with Vonage, but I did start a 300 MB upload (I have high-res PDFs that are sent to a commercial printer's server via FTP) while I had Comcast on the line.

Coincidentally, while they were on the line I noticed my cable modem was rebooting. I asked if the service tech had reset the modem and he said that hadn't but did see it happening. I was using a Motorola SurfBoard 5120 (which was only a year or so old from what I remember). A service tech came out the same day (Friday, 24th) and swapped out the old modem with a Scientific-Atlanta DPC2100 modem and (VERY LOUD KNOCKS ON WOOD) so far the recipients of my call haven't experienced any my dropped audio as before. I haven't held any real long calls, but a few have been around 15 minutes or so. With the old modem I would have had at least 5 or so audio drops.

Hopefully it was all due to a faulty modem, but seems weird that my issues started around the same time many of the other posters on this forum ran into issues. Anyway, it took too many calls to get Comcast out here (every time I called they would always give me the "it (the modem) looks like it is operating fine to us" routine.

Most of you probably rent the modem as I do, MAKE them give you a service call! Keep calling! I would think that if you rent this equipment you should be able to ask for a replacement at any time.

Good luck to all and I'll update the forum as to the quality of service in a couple weeks or so.
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sj2
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Joined: Mar 19, 2006
Posts: 73

PostPosted: Mon Mar 27, 2006 5:57 pm    Post subject: comcast Reply with quote Back to top

I managed to get to Comcast and not tell them about Vonage.. I mentioned that I have to reboot the modem at least twice a week (they told me that every 2 weeks was normal???) and sometimes 2-3 times a day. They did whatever check and noticed dropped packets as well.
They're coming out Fri. Keep your fingers crossed.
My modem was upgraded this past fall.
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brian188
Vonage Forum Master
Vonage Forum Master


Joined: Mar 04, 2006
Posts: 203

PostPosted: Mon Mar 27, 2006 9:08 pm    Post subject: Re: Comcast finally comes through! Reply with quote Back to top

Shakedown wrote:
Most of you probably rent the modem as I do, MAKE them give you a service call! Keep calling! I would think that if you rent this equipment you should be able to ask for a replacement at any time.

Good luck to all and I'll update the forum as to the quality of service in a couple weeks or so.


Just an FYI for you and all Comcast customers: At any time you can take your Cable modem, Digital converter, etc. any rented equipment to your local Comcast office and swap it for a brand new one. No questions asked!! I do it frequently, I just swapped my SB 5120 for a SA modem last week like you did. I didn't have them come out. Just take your equipment with power cords, etc. to them, and they will give you a new one. No charge, no questions.
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sj2
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Joined: Mar 19, 2006
Posts: 73

PostPosted: Mon Mar 27, 2006 10:59 pm    Post subject: comcast equipment Reply with quote Back to top

thanks for that good news! I still want them to come out and make sure my problem isn't with old cable wire to the house or something.. or moles eating through etc.
Smile
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