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 Poor tech support
Posted Sat February 3, 2007 10:07 pm, by Chris J. written to Comcast Corporation
Write a Letter to this Company | Rate this Company
Please help fix our connection in the FL area. Tech support keeps handing out the same responses. Everyone doesn't use their connection just for email and web surfing.
Thanks.
(Comcast support)
I understand you are having issues with your Internet connection. After reviewing your account information, and your location, I do not see any outages in your area affecting connectivity. Just to make sure, I ran a couple of tests from here to your modem, and did not get any slow or missing responses. Slow or missing responses would need to be present to indicate a connectivity issue.
(ME)
Wonderful, now did you read the whole email I sent. Did you LOOK at the packet loss????? NO OF COURSE YOU DIDN'T, EXPLAIN THE PACKET LOSS! IT's in full color pictures plotted out for you on a graph. On monday I'll be calling for a refund for the last 2 weeks cause this is crap. Games lag like hell and I get timouts uploading pictures. The best part is you guys use a basic tracert and ping that don't tell you anything about data flow. If your gonna use ping do it right... Sending larger packets can reveal network problems (dropped packets, slowness) that may not be apparent when smaller packets are utilized. I'm in Winter Haven Fl right now in a hotel heres a ping to the IP im complaining about pushing 1000 bytes of data over a few seconds..
ping -l 1000 -t 68.86.168.105
Pinging 68.86.168.105 with 1000 bytes of data:
Reply from 68.86.168.105: bytes=1000 time=760ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=826ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=592ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=1023ms TTL=244
Request timed out.
Reply from 68.86.168.105: bytes=1000 time=831ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=867ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=731ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=947ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=1157ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=816ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=1103ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=670ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=814ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=507ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=796ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=862ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=1156ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=770ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=977ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=850ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=930ms TTL=244
Request timed out.
Reply from 68.86.168.105: bytes=1000 time=908ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=1056ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=1000ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=844ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=610ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=705ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=833ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=902ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=743ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=957ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=1037ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=1094ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=723ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=717ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=763ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=828ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=880ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=892ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=964ms TTL=244
Request timed out.
Reply from 68.86.168.105: bytes=1000 time=615ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=916ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=887ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=904ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=825ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=939ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=1063ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=755ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=1089ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=834ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=1036ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=818ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=830ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=926ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=1061ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=857ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=1097ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=1067ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=923ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=697ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=995ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=1016ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=594ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=602ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=706ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=1073ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=1053ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=700ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=1036ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=915ms TTL=244
Request timed out.
Reply from 68.86.168.105: bytes=1000 time=500ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=739ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=530ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=962ms TTL=244
Reply from 68.86.168.105: bytes=1000 time=1060ms TTL=244
Ping statistics for 68.86.168.105:
Packets: Sent = 79, Received = 75, Lost = 4 (5% loss),
Approximate round trip times in milli-seconds:
Minimum = 500ms, Maximum = 1157ms, Average = 867ms
Theres 5% loss on average over a few seconds with only 1k data size............ And I ran it from another city, another internet connection to the crappy IP. Yea it works fine for webpages but thats about it. Heres the same IP with a larger max ping of 8192 bytes.
C:\>ping -l 8192 -t 68.86.168.105
Pinging 68.86.168.105 with 8192 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Ping statistics for 68.86.168.105:
Packets: Sent = 11, Received = 0, Lost = 11 (100% loss),
wow 100% packet loss, exactly what I'm complaining about. obviously no problem huh. Well if you don't mind laggy games and dropped uploads I guess it's ok.
Heres some averages from dslreports thru a few ip's in the same range.
68.86.168.121 14% packet loss
68.86.168.106 17% packet loss
68.86.168.101 10% packet loss
68.86.168.85 2% packet loss
and my local IP
GE-0-1-ubr01.orangepark.fl.jacksvil.comcast.net 4% packet loss
the above again ran from another city to the IP's listed, all are public info on dslreports.com as packet loss IP's.
again with 1200 bytes of data
C:\>ping -l 1200 -t 68.86.168.105
Pinging 68.86.168.105 with 1200 bytes of data:
Request timed out.
Request timed out.
Reply from 68.86.168.105: bytes=1200 time=405ms TTL=244
Reply from 68.86.168.105: bytes=1200 time=439ms TTL=244
Reply from 68.86.168.105: bytes=1200 time=239ms TTL=244
Request timed out.
Reply from 68.86.168.105: bytes=1200 time=144ms TTL=244
Reply from 68.86.168.105: bytes=1200 time=240ms TTL=244
Reply from 68.86.168.105: bytes=1200 time=480ms TTL=244
Reply from 68.86.168.105: bytes=1200 time=457ms TTL=244
Reply from 68.86.168.105: bytes=1200 time=476ms TTL=244
Reply from 68.86.168.105: bytes=1200 time=271ms TTL=244
Reply from 68.86.168.105: bytes=1200 time=249ms TTL=244
Reply from 68.86.168.105: bytes=1200 time=149ms TTL=244
Reply from 68.86.168.105: bytes=1200 time=202ms TTL=244
Reply from 68.86.168.105: bytes=1200 time=224ms TTL=244
Reply from 68.86.168.105: bytes=1200 time=276ms TTL=244
Reply from 68.86.168.105: bytes=1200 time=187ms TTL=244
Reply from 68.86.168.105: bytes=1200 time=128ms TTL=244
Reply from 68.86.168.105: bytes=1200 time=273ms TTL=244
Reply from 68.86.168.105: bytes=1200 time=143ms TTL=244
Reply from 68.86.168.105: bytes=1200 time=220ms TTL=244
Reply from 68.86.168.105: bytes=1200 time=408ms TTL=244
Reply from 68.86.168.105: bytes=1200 time=257ms TTL=244
Reply from 68.86.168.105: bytes=1200 time=573ms TTL=244
Reply from 68.86.168.105: bytes=1200 time=348ms TTL=244
Ping statistics for 68.86.168.105:
Packets: Sent = 26, Received = 23, Lost = 3 (11% loss),
Approximate round trip times in milli-seconds:
Minimum = 128ms, Maximum = 573ms, Average = 295ms
Control-Break
Reply from 68.86.168.105: bytes=1200 time=224ms TTL=244
Reply from 68.86.168.105: bytes=1200 time=198ms TTL=244
Reply from 68.86.168.105: bytes=1200 time=179ms TTL=244
Reply from 68.86.168.105: bytes=1200 time=276ms TTL=244
Reply from 68.86.168.105: bytes=1200 time=341ms TTL=244
Reply from 68.86.168.105: bytes=1200 time=268ms TTL=244
Reply from 68.86.168.105: bytes=1200 time=307ms TTL=244
Reply from 68.86.168.105: bytes=1200 time=429ms TTL=244
Reply from 68.86.168.105: bytes=1200 time=289ms TTL=244
Reply from 68.86.168.105: bytes=1200 time=267ms TTL=244
Reply from 68.86.168.105: bytes=1200 time=104ms TTL=244
Reply from 68.86.168.105: bytes=1200 time=198ms TTL=244
Reply from 68.86.168.105: bytes=1200 time=397ms TTL=244
Ping statistics for 68.86.168.105:
Packets: Sent = 39, Received = 36, Lost = 3 (7% loss),
Approximate round trip times in milli-seconds:
Minimum = 104ms, Maximum = 573ms, Average = 285ms
Control-Break
Reply from 68.86.168.105: bytes=1200 time=461ms TTL=244
Reply from 68.86.168.105: bytes=1200 time=318ms TTL=244
Reply from 68.86.168.105: bytes=1200 time=398ms TTL=244
Reply from 68.86.168.105: bytes=1200 time=292ms TTL=244
Reply from 68.86.168.105: bytes=1200 time=459ms TTL=244
Reply from 68.86.168.105: bytes=1200 time=280ms TTL=244
Reply from 68.86.168.105: bytes=1200 time=385ms TTL=244
Reply from 68.86.168.105: bytes=1200 time=410ms TTL=244
Reply from 68.86.168.105: bytes=1200 time=268ms TTL=244
Reply from 68.86.168.105: bytes=1200 time=145ms TTL=244
Reply from 68.86.168.105: bytes=1200 time=159ms TTL=244
Reply from 68.86.168.105: bytes=1200 time=559ms TTL=244
Reply from 68.86.168.105: bytes=1200 time=495ms TTL=244
Reply from 68.86.168.105: bytes=1200 time=526ms TTL=244
Reply from 68.86.168.105: bytes=1200 time=284ms TTL=244
Reply from 68.86.168.105: bytes=1200 time=256ms TTL=244
Reply from 68.86.168.105: bytes=1200 time=257ms TTL=244
Reply from 68.86.168.105: bytes=1200 time=337ms TTL=244
Reply from 68.86.168.105: bytes=1200 time=307ms TTL=244
Reply from 68.86.168.105: bytes=1200 time=221ms TTL=244
Reply from 68.86.168.105: bytes=1200 time=182ms TTL=244
Ping statistics for 68.86.168.105:
Packets: Sent = 60, Received = 57, Lost = 3 (5% loss),
Approximate round trip times in milli-seconds:
Minimum = 104ms, Maximum = 573ms, Average = 302ms
Now look at www.putfile.com/riverbase you can see the packetloss from my house to the same IP's in a graph form.
So back to the problem, Why all the packet loss on these IP's?
I've ran tests from 3 different cities all on different services to the IP's and all with the same results. That Ip is whack.....theres no loss anywhere and I mean anywhere else but on the 68.86.168 series with .105 being absolutely horrible. Just curious as to how you ran tests to my modem when I'm gone and it's not even plugged in?????
-------------- Original message ----------------------
From: Comcast Digital Voice
> Dear Chris,
>
>
> Thank you for contacting Comcast Cable.
>
> My name is Pat. I will be happy to assist you.
>
> I understand that it can be frustrating when your Comcast High-Speed Internet
> service does not seem to be operating to standard. There are a number of
> possible causes for the sudden drop in download times and Web page access rates,
> including:
>
> 1. Lack of memory, such as insufficient RAM, or low available hard drive (disk)
> space
> 2. Size of the host server
> 3. Full tracking files on the hard drive
>
> LACK OF MEMORY
> One cause of perceived slow speeds is lack of memory, such as insufficient RAM,
> or low available hard drive (disk) space. If you are running other programs in
> the background when connected to Comcast and the Internet, they may be taking up
> additional resources needed for sufficient speeds. If you have more than one
> browser installed, or are running more than one browser, this can also take up
> additional memory. Our suggestion is to close some of these programs and then
> proceed.
>
> SIZE OF THE HOST SERVER
>
> The capacity of individual host servers across the Internet will impact your
> ability to transfer data. Larger servers with higher processing speeds will
> provide faster downloads. Once you leave the Comcast network, you will be
> limited by the capacity of the server that manages the information you are
> requesting.
>
> CHECKING THE TRACKING FILES (Cache and History)
>
> While browsing the Internet, your computer uses cache and history files to store
> specific information about a Web page on your hard drive. These files enable the
> browser to find the same pages more quickly when you access them later.
>
> The cache file stores page information for quick retrieval; a cached page is
> accessed more easily than the original page; frequent updates by the browser
> ensure you are getting the most recent version.
>
> The history file stores a running list of the sites you have visited in a given
> time period. Please remember each time you access a new page, new information is
> added to your hard drive that uses valuable space. Therefore, the cache and
> history files should be cleared on a regular basis--daily, if you visit a number
> of pages. Allowing information to accumulate in these files will slow your
> download speed.
>
> If you are not sure how to clear your cache, history, and cookies, I have
> included the link to our help site that contains the instructions with helpful,
> easy-to-understand illustrations.
>
> Please click on this link to view the detailed instructions clearing your cache
> and cookies with graphical illustrations:
>
> http://faq.comcast.net/faq/answer.jsp?name=17896&cat=Browser&subcategory=Interne
> t%20Explorer&CM.src=esupm
>
> To improve the overall performance of your computer, I would suggest you follow
> the link I provided below. There are a few different things you can check, and
> test on your computer.
>
> http://faq.comcast.net/faq/answer.jsp?name=18159&cat=Computer%20Setup&subcategor
> y=1&CM.src=esupm
>
> If after your Internet Explorer has been reset, cache, history, and cookies
> cleared, and you have checked all the items located on the previous page, please
> send us an e-mail or chat message to a customer care specialist for further
> troubleshooting. To make this session as quick as possible for you, I suggest
> you have the answers to as many of the questions listed below as possible:
>
> 1. Have the slow speeds occurred before?
> 2. Have you been to these sites before?
> 3. What other services, if any, have you attempted to access, such as FTP,
> E-mail, Chat, or other?
> 4. Does this problem affect your mail or newsgroups?
> 5. Do the slow speeds occur on a daily basis? If so, have you noticed a pattern
> to this, such as, does it happen at the same time of day, and if so, at what
> time?
> 6. What days and times has this problem occurred otherwise?
> 7. What are the transfer rates you have seen in general?
> 8. Has this affected only one site, or multiple sites? If it is multiple sites,
> what are the names or URL's of these sites?
> 9. Do you have any ping results or trace routes to the sites that are slow on a
> regular basis?
>
> To eliminate any additional hardware, it will also be best if you disconnect any
> networking equipment you have, and ensure your computer is connected directly to
> your cable modem. After you have completed that, you will want to End Task on
> all programs you have open. In Windows that would include what is in the system
> tray next to the clock on the Start Bar. In the Macintosh Operating System, you
> would want to close all open windows under the Windows selection on the file
> bar. After you only have the Operating System running then you'll want to run a
> few tests.
>
> If you are having issues accessing one site, please ping and trace to that site.
> Also run a ping to your default gateway. This will give us an indication of
> where the problem is occurring. You can reply with the results of these tests or
> you can chat with one of our Online Customer Support Specialists 24 hour a day,
> 7 days a week at
>
> http://www.comcastsupport.com/chat
>
> If you need instruction on how to run any of these tests, please let us know and
> we will send those instructions to you.
>
> I understand you are having issues with your Internet connection. After
> reviewing your account information, and your location, I do not see any outages
> in your area affecting connectivity. Just to make sure, I ran a couple of tests
> from here to your modem, and did not get any slow or missing responses. Slow or
> missing responses would need to be present to indicate a connectivity issue.
>
> If you are using any additional networking hardware to connect your computer to
> the modem, remove that equipment and connect the computer directly to the modem
> and see if the connectivity issue still occurs. If you no longer experience
> connectivity issue, the problem is with the networking equipment, and you will
> need to contact the hardware manufacturer.
>
> If you are still experiencing connection issues, make sure your computer is
> configured DHCP. If you are unsure how to configure your computer DHCP, here is
> a link to our help site that contains the instructions with helpful,
> easy-to-understand illustrations:
>
> Windows NT, 2000, XP instructions*:
>
> http://www.comcast.net/help/faq/index.jsp?faq=Connection117638
>
> * DHCP Instructions for Windows Vista:
>
> 1. Close all applications
> 2. Click Start
> 3. Click Control Panel
> 4. Select Network and Internet
> 5. Click Network Sharing Center
> 6. Click Manage Network Connections
> 7. Right click the connection you wish to verify, and click Properties
> 8. Click Internet Protocol Version 4 (TCP/IPv4), then Properties
> 9. On the General tab select:
> * Obtain an IP address automatically
> * Obtain a DNS server address automatically
> 10. Click the Advanced button
> 11. Verify that the IP address is DHCP Enabled
> 12. Select the DNS tab
> * If there are DNS Server addresses, highlight then click Remove
> * If there are DNS suffixes, highlight then click Remove
> 13. Select the WINS tab
> * If there are WINS addresses, highlight then click Remove
> * Set NetBIOS setting to Default
> 14. Click OK
> 15. Click OK again to exit TCP/IP properties
> 16. Click Close
>
> Macintosh Instructions:
>
> http://www.comcast.net/help/faq/index.jsp?faq=ConnectionMac17850
>
> If your computer is correctly configured and you are still experiencing
> connectivity issues, please review the modem information below. I have also
> included a link to our help site that contains the modem information:
>
> http://www.comcast.net/help/faq/index.jsp?faq=ConnectionCable_Modems17696&CM.src
> =esupm
>
> Or if you prefer you can follow these step-by-step instructions:
>
> When looking at your cable modem, the Power light should be on (if not, check
> the power cord and power source). The Cable light (labeled as the RF light on
> some models) should be solid as well. If it is not, unplug the power cord from
> the wall for a few minutes and then plug it back in. If the cable light does not
> come on solid within 3 minutes, please contact support via chat or phone. The
> Data light (labeled as the PC or Link light on some models) should be on solid
> as well. If it is not, there is a problem with the connection between the modem
> and the Network adapter installed in the computer (or with the adapter itself).
> Check to ensure the network adapter is installed properly and the network cable
> from the modem to the network adapter is connected tightly.
>
> If you have a solid cable/RF/online light on your modem then you should be able
> to connect. If you have a dead or blinking cable/RF/online light, please unplug
> the modem from its source of power for a few minutes and then plug it back in.
> Wait another minute. If you now have a solid cable/RF/online light on your modem
> you should be able to connect again. If you still have a dead or blinking light,
> call us or chat with us with the answers to the following questions:
>
> 1. When you lose connection, do the lights on the modem stay solid on, flicker,
> or go out completely?
> 2. Is connection restored by a powercycle of the modem, a reboot of the
> computer, or does it come back on its own?
> 3. How often do you lose connection and is there a pattern as to when
> connection is lost and restored?
> 4. Have you tried to restore connection with a powercycle of the modem or a
> reboot of the computer or have you always waited for it come back on its own?
>
> Since we cannot effectively troubleshoot connectivity issues via email because
> of the limitation of the medium, please visit us in chat or call us the next
> time you experience a connectivity issue so that we may troubleshoot with you in
> real time. In the event we cannot resolve your issue, we can either escalate it
> to the network technicians or schedule a service call. If it is determined that
> the issue is caused by Comcast High-Speed Internet owned equipment, appropriate
> credit can be issued to your account.
>
> You can chat with a customer service agent at:
>
> http://www.comcastsupport.com/chat
>
> If you completely lose connection, and cannot chat, you can call our support
> line at 1-800-COMCAST (266-2278).
>
> To assure the proper tracking of this issue, we have created the following
> customer service ticket: 81309587
>
> Please refer to this number should you contact us regarding this same issue.
>
> Thank you for choosing Comcast.
>
> Sincerely,
>
> Patricia
> Comcast Online Customer Support
>
>
>
> Original Message Follows:
> -------------------------
>
> Thanks for the response, however the problem still exists. It's not on my
> end and can be seen by the pictures. Since you can't receive attachments I
> uploaded them to a website. Look at www.putfile.com/riverbase you can see
> the packetloss. This type of strobing loss will not show up on a quick
> tracert or ping test, only on a plotted constant test or transfering a file.
> It's so bad that I can't upload to my smugmug page any pictures I have cause
> of to many errors it goes into timeout. Not to mention the lag is horrible
> for gaming right now. Please provided this trouble ticket and website with
> the pictures to a level 2 or above tech to be reviewed. Either the node is
> overloaded or has problems. I talked to several people at work with comcast
> today and we've all been having gaming problems for the past few days. Speed
> means nothing when you have 100% packet loss strobes, Again thanks...
>
> ----- Original Message -----
> From: "Comcast Digital Voice"
> To: "Chris Johnson"
> Sent: Friday, February 02, 2007 10:59 AM
> Subject: 6990 Re: Packet Loss Help (KMM24619521V31931L0KM)
>
>
> > Dear Chris,
> >
> >
> > Thank you for contacting Comcast, my name is Robert. I recognize the
> > importance of this issue and I will be assisting you with your concern.
> >
> > We apologize for the inconvenience you've experienced. We cannot receive
> > attachments (security settings do not allow).
> >
> > I understand you are having issues with your Internet connection. After
> > reviewing your account information, and your location, I do not see any
> > outages in your area affecting connectivity. Just to make sure, I ran a
> > couple of tests from here to your modem, and did not get any slow or
> > missing responses. Slow or missing responses would need to be present to
> > indicate a connectivity issue.
> >
> > If you are using any additional networking hardware to connect your
> > computer to the modem, remove that equipment and connect the computer
> > directly to the modem and see if the connectivity issue still occurs. If
> > you no longer experience connectivity issue, the problem is with the
> > networking equipment, and you will need to contact the hardware
> > manufacturer.
> >
> > If you are still experiencing connection issues, make sure your computer
> > is configured DHCP. If you are unsure how to configure your computer
> > DHCP, here is a link to our help site that contains the instructions with
> > helpful, easy-to-understand illustrations:
> >
> > Windows NT, 2000, XP instructions*:
> >
> > http://www.comcast.net/help/faq/index.jsp?faq=Connection117638
> >
> > * DHCP Instructions for Windows Vista:
> >
> > 1. Close all applications
> > 2. Click Start
> > 3. Click Control Panel
> > 4. Select Network and Internet
> > 5. Click Network Sharing Center
> > 6. Click Manage Network Connections
> > 7. Right click the connection you wish to verify, and click Properties
> > 8. Click Internet Protocol Version 4 (TCP/IPv4), then Properties
> > 9. On the General tab select:
> > * Obtain an IP address automatically
> > * Obtain a DNS server address automatically
> > 10. Click the Advanced button
> > 11. Verify that the IP address is DHCP Enabled
> > 12. Select the DNS tab
> > * If there are DNS Server addresses, highlight then click Remove
> > * If there are DNS suffixes, highlight then click Remove
> > 13. Select the WINS tab
> > * If there are WINS addresses, highlight then click Remove
> > * Set NetBIOS setting to Default
> > 14. Click OK
> > 15. Click OK again to exit TCP/IP properties
> > 16. Click Close
> >
> > Macintosh Instructions:
> >
> > http://www.comcast.net/help/faq/index.jsp?faq=ConnectionMac17850
> >
> > If your computer is correctly configured and you are still experiencing
> > connectivity issues, please review the modem information below. I have
> > also included a link to our help site that contains the modem information:
> >
> >
> http://www.comcast.net/help/faq/index.jsp?faq=ConnectionCable_Modems17696&CM.src
> =esupm
> >
> > Or if you prefer you can follow these step-by-step instructions:
> >
> > When looking at your cable modem, the Power light should be on (if not,
> > check the power cord and power source). The Cable light (labeled as the RF
> > light on some models) should be solid as well. If it is not, unplug the
> > power cord from the wall for a few minutes and then plug it back in. If
> > the cable light does not come on solid within 3 minutes, please contact
> > support via chat or phone. The Data light (labeled as the PC or Link light
> > on some models) should be on solid as well. If it is not, there is a
> > problem with the connection between the modem and the Network adapter
> > installed in the computer (or with the adapter itself). Check to ensure
> > the network adapter is installed properly and the network cable from the
> > modem to the network adapter is connected tightly.
> >
> > If you have a solid cable/RF/online light on your modem then you should be
> > able to connect. If you have a dead or blinking cable/RF/online light,
> > please unplug the modem from its source of power for a few minutes and
> > then plug it back in. Wait another minute. If you now have a solid
> > cable/RF/online light on your modem you should be able to connect again.
> > If you still have a dead or blinking light, call us or chat with us with
> > the answers to the following questions:
> >
> > 1. When you lose connection, do the lights on the modem stay solid on,
> > flicker, or go out completely?
> > 2. Is connection restored by a powercycle of the modem, a reboot of the
> > computer, or does it come back on its own?
> > 3. How often do you lose connection and is there a pattern as to when
> > connection is lost and restored?
> > 4. Have you tried to restore connection with a powercycle of the modem or
> > a reboot of the computer or have you always waited for it come back on its
> > own?
> >
> > Since we cannot effectively troubleshoot connectivity issues via email
> > because of the limitation of the medium, please visit us in chat or call
> > us the next time you experience a connectivity issue so that we may
> > troubleshoot with you in real time. In the event we cannot resolve your
> > issue, we can either escalate it to the network technicians or schedule a
> > service call. If it is determined that the issue is caused by Comcast
> > High-Speed Internet owned equipment, appropriate credit can be issued to
> > your account.
> >
> > You can chat with a customer service agent at:
> >
> > http://www.comcastsupport.com/chat
> >
> > If you completely lose connection, and cannot chat, you can call our
> > support line at 1-800-COMCAST (266-2278).
> >
> >
> > To assure the proper tracking of this issue, we have created the following
> > customer service ticket: 81273915
> >
> >
> > Please refer to this number should you contact us regarding this same
> > issue.
> >
> > Thank you for choosing Comcast.
> >
> > Sincerely,
> >
> > Robert
> > Comcast Online Customer Support
> >
> >
> >
> > Original Message Follows:
> > -------------------------
I called and complained about packet loss at a hop and was told them problem was my modem. Well I's like someone from level 2 or engineering to look at this picture and explain how my modem's the problem. Thats the answer I get everytime I need help about packet loss. The picture clearly shows the loss is mostly at 68.86.168.105 there is no packet loss till you get to the first hop. If it was just the modem the loss would be constant across the connections and I don't have that. I have 1 hop with consistant strobes of 100% loss and I know it's affecting more than me. Over Xbox live several friends in the local area are having connection problems and they all are on cable yet the dsl ones are fine. Also over on dslreports.com there are several tests showing the packet loss also here's one I did, along with a ping plot clearly showing the loss. Please expidite the repair of this.
> > http://www.dslreports.com/linequality/nil/2176212
> > [ Attachment 1.3 Type: image/bmp]
> > [ Attachment 1.4 Type: image/bmp]
Fix the packet loss. Provide refunds for service till it's corrected.
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| Log In/Create an account | 18 comments |
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| PlanetFeedback Comments are subject to strict terms and conditions. We reserve the right to deny site membership privileges to any individuals acting inappropriately. |
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5% packet loss? Thats totally wack dogg. You gotta foshizzle that
nizzle bizzle.
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by MissAnneThrope Posted Sat February 10, 2007 @ 2:31 PM
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"I'm in Winter Haven Fl right now in a hotel..... Just curious as to
how you ran tests to my modem when I'm gone and it's not even plugged
in?????"
Umm, Chris, how can Comcast identify and fix your slow speed issue for
your residential service if you aren't at your residence and the
modem's not on?
Not even going to go there with the nasty tone and possibility of
issues with equipment Comcast doesn't support, like a router and the
Xbox console.
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by All Fired Up Posted Mon February 5, 2007 @ 5:24 PM
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OK Chris, good job but you over did it. (Speaks the newbee)
You can not ride the guy too much, this is a forum for voicing
problems in dealing with "The man" Read the mission statement.
http://www.planetfeedback.com/index.php?level2=mission_statement
Being in high level IT support, I hate when I have to deal with Oxygen
Thieves who spout out hi level technical jargon expecting to overwhelm
the customer. I suspect 95% of the time it works. Not everyone is a
computer geek, and if some one spouts out techese and it sounds like
they know what they are saying, they can lose the customer, and the
customer then feels they have to trust the IT tech. I have had this
problem in dealing with Comcast, Cox Cable, and the evil spawn of all
cable companies, Adelphia.
But back to you Chris, this site is not Comcast, and tho they may
hopefully keep an eye on it, the people looking are probably not going
to be tech's, and not care about all the data you posted. So take pity
on the rest and keep it down to a minimum. Point out that you provided
the company detailed info, explained everything, ran tests they failed
to run, or did not know, and still you got bad service. This site does
not need to see the tests you run. All you posted is just a good way
to lose your audience.
So good luck with resolving the packet loss, and if you can edit your
origial posting, trim it down. (I dunno if you can edit, refer to the
top, I am a newbee even if I am trying to sound like an expert)
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by Gino Posted Sun February 4, 2007 @ 8:37 PM
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Perfect letter. Just take out slang words like ; "games lag like
hell" "that IP is Whack" and "crap", "crappy IP", and things like
that. Maybe express yourself in a more professional manner and they
may take your issue more seriously.
Same thing used to happen here in the northeast. They kept selling
more and more connections to the same cable without expanding
infrastructure to support traffic and everyone thought it was whack.
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by mary jo Posted Sun February 4, 2007 @ 10:32 AM
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Oh...my....GOD!!!!!!!!!!
What the heck THIS!?!?
Just when I thought I had seen it all.
I thought Bloglines was having technical difficulties. LOL!
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by Courtney C Posted Sun February 4, 2007 @ 6:39 AM
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I hope all that babble means something to someone, but I will say
this. Your sarcastic attitude at the beginning isn't goint to make
anyone want to help you. You're more likely to get a nice reply if you
don't treat the people you want help from like dirt.
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I think that I just broke a vein in my eyeball trying to read all of
this, and to make sense of all of this.
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SHARED LETTERS 
del.icio.us
Digg this
