I called up the security department on Sunday night to get the meter working and it turned into two issues. The agent said he can't see the meter on his end either and reprovisioned the modem. It still didn't work so he issued a ticket to be escalated to the engineers. I hang up and start to notice that my internet isn't quite right, so after performing five speed tests on several site and seeing my download speed was half of what I normally and consistently get I called back up, getting the same agent. He transfers me to tech support who simply verifies that my modem has the correct provisioning file and points out there is a DOCSIS 2.0 code on the account.
She changes it to a DOCSIS 3.0 code and offers to boost the signals but I decline in fear that more issues might start. The speed issue wasn't resolved. I call the security department a third time And speak with the agent once again who modifies the ticket to include speed problems. He also checked the usage meter and sees its working however it's still not viewable on my end. Later that night around 11PM I check the usage meter and the speed tests and both were now working perfectly.
I check again Monday morning around 7AM and both again are working fine. I leave around 9AM and return around 2PM to discover the speed issue is back and the usage meter isn't working again. I call the security department around 7PM to ask the status of the ticket and to see what happened since both worked fine earlier in the day. My thinking was that it started working and whoever got the ticket didn't check and broke things again. The security agent makes a new ticket and tells me she'll call me back Tuesday morning after 9AM with the resolution from the engineers. I do more speed tests around 9PM and again 2AM Tuesday morning and check the usage meter and both still weren't working correctly. I check again around 9AM Tuesday morning and as expected the issues continued. I wait all morning and into the afternoon for the security agent to call and she doesn't, so I call and get another agent who checks everything, tells me I should hear back with a resolution from the engineers in one to two weeks.
I do more speed tests and the speed was normal and perfect again so I call to have the ticket killed because if I had a choice between my fast speed or the usage meter I'd choose the fast speed, however the agent said Comcast still needs to fix the meter. This is where it gets interesting I call up tech support and both a level one tech and level two tech tell me my Motorola SB6183 16x4 modem was "end of life" and is DOCSIS 2.0 and that I would need to exchange it for a DOCSIS 3.0 model and that that was the cause of my speed trouble.
I told her as calmly and politely as one can through barred teeth that I own my modem and that its a DOCSIS 3.0 modem according to the internal web UI, the modem packaging, and that it has been on the market for less than a year and that it was not "end of life" according to Comcast's own list of approved modems. She put me on hold for 6 minutes and 32 seconds and returned with telling me that I was correct np and that she does not know why her "system" is saying the modem is reporting back as a DOCSIS 2.0 modem. She said she'll put in a ticket to have that looked at. She then starts telling me that according to my double play package that I'm not even supposed to have Blast, that I'm supposed to be on Performance 25Mbps. Again I tell her as calmly and as politely as one can through barred teeth that I've been paying an additional $10 for the Blast tier since before the Blast and Extreme bumps last year. She says that the $10 should only entitle me for an additional 10Mbps for a total of 35Mbps and how I got on Blast "was a glitch which Comcast must have corrected when the modem was reprovisioned on Sunday."
I finish the call and call up the billing department and ask them to go over my account and that agent put my concerns to rest that everything is the way it's supposed to be, that the extra I pay does entitle me to Blast 105 and my modem was provisioned accordingly with the speedtierextreme2 config file. Speeds have been consistently fast once again since Wednesday and the data usage meter is working as of two hours ago. I'm not sure if it was the super cold weather and snow Sunday through Tuesday or the fact that a lot of businesses and schools were closed due to the holiday on Monday and storm on Tuesday, or something Comcast did, but it's been cold and snowy before and this never happened before. Sorry for the long post.
Edit note: I originally typed this on an iPad while away from my computer. Now that I'm home I ran this through a word processor to catch typos and grammar snafus. :)
--
I'm always up for a good chat and helping with tech problems.
↧