On 01/04/2014 my internet service went down. When I called Comcast Help Line I was told by the automated system that there was multiple reports in the area and I'd be contacted when it was resolved. I was notified in the morning 01/05/2014 as I was heading out the door that it had been resolved, but my tablet said no access.
When I returned in the afternoon I literally spent 7-hours and still no service. The first service agent told me that they had actually upgraded the network that night from DOCSIS2.0 to DOCSIS3.0 and that (1) my Motorola SURFboard SB5101 Cable Modem was so old it was no longer supported and (2) could no longer work on the network. Apparently this upgrade was done without bothering to notify anyone by mail or email that we could lose service by this upgrade. He sent me to a local Comcast center to get new equipment--I'm renting at $8.00 per month.
I packed up the Motorola SURFboard SB5101 Cable Modem and the Netgear WGR614v8 wireless router and went to the Milwaukie Comcast Center. A woman came in the door with me who said the exact thing happened to her. The agent there said that Comcast no longer supports wireless wi-fi any longer so all she could do would be give me a new cable modem--which the replacement looks exactly like the same one I turned in.
I got home and hooked everything up, and then contacted Comcast to active the new modem which by the way is a Motorola SURFboard SB5100 Cable Modem--according to Comcast web site it is listed with an End of Life July 2013 and is DOS SIS 2.0--but I was given it on 01/05/2014 as a replacement for the new DOC SIS 3.0 network. Needless to say the agent went through the motions of activating it, but once again even though all the lights on it appear fine, not one of the 6-wifi devices I have in the home can access the internet.
My wife works at home so without internet access her computer is dead and she cannot work. Only my computer works because I opened a Wi-MAX subscription via Clear Choice and am evaluating that service--but same problem--faced with getting more equipment so all my wifi devices can share the wi-max service. The one good news is I am near a Wi-MAX tower and am getting a speed compable if not exceeding what I got with Comcast.
I literally spent from 2:30pm until 9:00pm trying to get this resolved including a wild goose chase to the local Comcast center just to be given obsolete equipment that cannot work on the line. Not surprising I have never been able to get any simple issue in the past resolved with Comcast without having to resort to formal complaints with the BBB or Justice Dept. Thought I'd try one more time via the forum if anyone with Comcast can quickly resolve this. Thank you.