Grr. Comcast techs need some serious training.
I’m not sure where I should begin. I recently upgraded from my 6/1Mbps Comcast service to a DOCSIS 3.0 enabled 22/5Mbps service. Ever since then it’s been a nightmare of visit after visit, I’m now on the 5th. In total I’ve probably had to take at least 20 hours off work just to be here to witness the technician incopetence first hand.
The first visit was the install, he didn’t even run a speed test to confirm everything. The second visit they tried swapping the modem but apparently that replacement was bad. The third visit they sent a home service guy who didn’t even know the login for the modem. The fourth visit was the only good visit but that was because he was an office technician, not some field dude. This guy clearly knew what he was talking about and we got to the bottom of the problem quickly. It was the modem. What’s sad though is this guy had the best customer interaction of any of them yet he’s the one that the customers never get to talk to or see.
Now I’m writing this during my 5th visit. This guy has been up since 3AM. But it’s hardly an excuse. What should’ve been a very simple modem replacement has turned into a 3 hour wait. He didn’t even bring the replacement modem that was noted in the service request. Instead he’s made about a dozen calls and we’ve been waiting for some other tech to actually bring the modem. I’m pretty sure the guy that just showed up isn’t him, I think it’s his manager. But they’re still trying to figure out how to get into this modem despite it working fine through my router. Why they can’t just replace my modem and leave I don’t know. Sigh…
10 minutes later… Yep I was right “three’s a party we’ve got another guy coming”. Great… Do they have no concept that customer’s time, especially business customer’s time is valuable!?
The main problem I have with this guy is that he keeps getting things wrong. Example, first thing he did was pull up the info to look at the down and upstream channel. Everything was fine, it was locked at 64QAM like it should be. He reset some stuff, then made a few calls after he couldn’t get in, then that person said it was locked to 16QAM. They do more crap and 64QAM again like it was before, retest directly through the modem and now it’s getting 30/8, great… 5 minutes later it’s 30/1. Bad…
I’m already upstairs now just leaving them to do their thing since it’s actually rather annoying not being at work waiting for them to really just sit there. On the possitive side I think I just figured out the buzz from my receiver was being caused by interference from the power cord on the TV. Go figure…
3rd guy has arrived right now. He apparently knows what he’s doing, somewhat… Now they’re saying they need my laptop because they can only seem to get to the modem through my router… Ruh roh.
Okay so they’ve factory reset the modem and can now get into it finally. Getting the right speeds via dynamic IP so that’s good. He’s on the phone with a guy to push down a brand new created from scratch config file. Fingers crossed as it flashes and reboots. I really just want to go to work (surprising since it’s Friday and I should just say WFH at this point since it’s now 2:15).
Downstream Channel
Downstream Frequency 603.001465 MHz 597.000122 MHz
Lock Status Locked Locked
Modulation 256 QAM 256 QAM
Symbol Rate 5.360537Msym/sec 5.360537Msym/sec
Downstream Power 5.066157 dBmV 4.432274 dBmV
SNR 36.844 dB 37.093 dB
Upstream Channel
Upstream Frequency 37000000 Hz
Lock Status Locked
Modulation 64QAM
Symbol Rate 5120 KSym/sec
Upstream Power 41.1800 dBmV
Channel ID 3
Yay, good speeds with a static IP!!!
Why on Earth did this take 5 visits!? Why on Earth did I have to miss 20 hours of work? And why couldn’t they have just solved this directly from their office?
The signals all looked good from the start, they could’ve tested from my box with a test modem to confirm everything. And most importantly they could’ve just created a brand new config file from the office!
How totally lame 
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