Posted in CS, but also trying here in Tech area.
Purchased brand new service with upgrade to 105mb approx 2 months ago.
Have done the following:
3 modem replacements ( 2 Technicolor, one SMB )
Re-termination of inside coax by Comcast tech (to verify was not issue)
Relocation of port in telco cabinet by Comcast tech (to verify was not issue)
2 requested tech visits, only one showed, the other failed to show in window of time, called 2hrs later to tell us to reschedule
50+ factory reconfigurations
35+ "signal/modem/router resets"
2 "escalated tickets" supposedly put in with provisioning or a higher level tier than High Speed Internet and no resolution
Issues still occuring:
No faster than 20mb download on hard wired connection directly to modem/router
Disconnects seen on modem/router while not at home and device is not in use (based on system logs of last 3 devices that are reporting the same problem)
Example of error logs (mac has been changed for this post):
Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b8:9b:c9:ad:ca:xx;CMTS-MAC=00:01:5c:23:35:ww;CM-QOS=1.1;CM-VER=3.0; 2014/06/02 19:24:26 critical
Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=b8:9b:c9:ad:ca:ss;CMTS-MAC=00:01:5c:23:35:ww;CM-QOS=1.1;CM-VER=3.0; 2014/06/02 19:21:56 critical
Initializing Channel Timeout Expires - Time the CM can perform initial ranging on all upstream channels in the TCS has expired;CM-MAC=b8:9b:c9:ad:ca:ss;CMTS-MAC=00:01:5c:23:35:ww;CM-QOS=1.1;CM-VER=3.0; 2014/06/02 19:21:47 warning
TCS Partial Service;CM-MAC=b8:9b:c9:ad:ca:ss;CMTS-MAC=00:01:5c:23:35:ww;CM-QOS=1.1;CM-VER=3.0; 2014/06/02 19:21:47 warning
No Ranging Response received - T3 time-out;CM-MAC=b8:9b:c9:ad:ca:ss;CMTS-MAC=00:01:5c:23:35:ww;CM-QOS=1.1;CM-VER=3.0; 2014/06/02 19:21:41 critical
MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=b8:9b:c9:ad:ca:ss;CMTS-MAC=00:01:5c:23:35:ww;CM-QOS=1.1;CM-VER=3.0; 2014/06/02 19:20:46 warning
Granted bill has been financially reduced due to the frequency and consistent level of inconsistent technical support that's been received but not on here to get more $$ off. Quite frankly would prefer to get the service I signed up to pay for, and have not only the correct bandwidth that is supposed to be provided but to also have a CONSISTENT speed and not have the device remotely rebooted.
Have emailed we_can_help as well as CustomerCares but no response. This is the absolute worst customer service I've ever experienced, and as a new customer if this is a "taste of things to come" as a customer of this service and company then I'll be canceling and ensuring my cancellation fee is waved since I haven't even received what I paid for yet.
H2FGCS
Additional pieces:
-no splitter in use
-no other devices, just coax to wall, connected directly to SMB, ethernet cable from system direct into SMB (have tried mac/win/unix)
Outrageous that it's taken this long and still don't have the service promised or purchased.