I, and others in my area, have been having problems for over a month losing signal strength during busy times of the day. It started around the 20th of December and is still happening today (2/3/2014). Unfortunately I did not track phone calls or speed test results when it initially happened, although they tell me they can see every time that it has happened , because for the most part I am usually pleased with Comcast Support. Pertaining to this issue however:
- I would estimate that I have called support over 30 times since this started.
- Been hung up on 8 or more times (3 in one day).
- Had one service appointment scheduled by a supervisor where no one called or showed up.
- Another appointment where they may or may not have shown up and never called either way.
- Was sent a half hours drive to a service center to replace my modem, only to find out that they we're now just a dispatch center, and had to drive an hour the other way to another center.
Once I realized I was getting nowhere with support I started to track the Xfinity Speed Test results. During the times I was having issues, which would normally last anywhere from a half hour to two hours, if the Speed Test page would even load the results looked like this:
http://stage.results.speedtest.comcast.net/result/403683844.png
When I call Comcast Support they insist on running the same tests each time, after I have already explained that it is not an issue with just my service, but with my neighbors and others in the area as well. They will insist that it is a wireless issue after I explain that it happens both wired and wireless. They tell me to replace the modem after I explain that it is the same issue with two different model modems. Then they tell me they are rolling a truck to check the modem and connections on the pole. I explain that this has been done twice, and have refused to have them send another to check just my house after having one appointment scheduled where they never called and never showed up. I've spoken to floor supervisors, and even asked to speak to their supervisors, who are all busy and will need to return my call. I have yet to hear back from anyone.
One agent transferred me to Advanced Wireless Support about a month ago, even after I said I was wired directly to the modem. Advanced Wireless Support told me they could see the issue right away. They said it is an overloaded node in our area. They said they were sending two trucks, one to check my service, one to check the service in the area, and that they would contact me with the results of the area survey. They did check my service with no problem found, but I have no idea if the area survey was ever done as I never heard anything.
On other occasions I've asked specifically for Advanced Wireless Support, and again, they know what the issue is and can see it, but can't fix it. When I ask to speak to their supervisor they explain that they can't send me to anyone that can do anything about the issue, but instead tell me they need to send me back to regular support, who doesn't seem to be able to see the same issue or just doesn't understand.
I even tried calling the cancellation department, as they seem to be able to get things done most of the time, in hopes they could connect me to someone that could resolve the problem. After explaining my issue the agent said they were not support, which I understood, and that they would get me to a supervisor. The agent that answered was not a supervisor, but said he understood and would have someone contact me. Again, I haven't heard from anyone.
I am completely disenchanted with support, and firmly believe that because the issue is intermittent, they cannot solve the issue or will not.
The Advanced Wireless Support agent I spoke to today recommend posting here, as it was probably my only chance of someone seeing the issue that might be able to help.
If someone reading this is actually able to help, please contact me and let me know something is being done.