CHAT ID: [REDACTED]
Problem: Hi, we've been paying for "Blast!" internet as part of a triple play bundle for over a year now. According to your service page, this means we should have 105Mbps down, but instead we've had 25Mb down for years.
ALEX_ > My Issue: Hi, we've been paying for "Blast!" internet as part of a triple play bundle for over a year now. According to your service page, this means we should have 105Mbps down, but instead we've had 25Mb down for years.
RUSSEL > Hello ALEX_, Thank you for contacting Comcast Live Chat Support. My name is RUSSEL. Please give me one moment to review your information.
RUSSEL > Thanks for contacting Comcast! This is Russel. I look forward to helping you today.
RUSSEL > I understand that you are chatting with us because you are not getting the right speed. I understand you want this issue to fixed right away and I'm sorry that you have to experience this. Let's not waste time and start resolving this issue!
RUSSEL > May I know what troubleshooting steps have you done so far?
ALEX_ > Of course. I'm just going to preface all of this with the fact that I'm involved with this kind of stuff as a CS/CE major, so I'm not the average clueless customer. Obviously, the modem has been restarted over the course of the year multiple times. We've tried connecting a computer directly to the modem in order to rule out issues with our routers. We've tried multiple different Cat5e and Cat6 cables across multiple different devices, most of which have a full gigabit NIC. I can't think of any reason why this issue should be happening unless it's something on your end, because we used to pay for 25Mb down and our account might still be flagged with that speed.
RUSSEL > Yes, you are correct, upon checking here on the system, I acn see here that youa re now subscribed to our Performance Internet with 25 mbps.
RUSSEL > May I know if the issue is on Wired or Wireless connection?
ALEX_ > It's on both. As far as I'm aware, our modem is actually only wired, as we've disabled the hotspot feature. All wireless activity happens within our LAN, from our routers.
RUSSEL > Sorry, it's 50 mbps, Alex.
RUSSEL > To ensure that we are checking the right equipment, please provide me your CMAC or HFC MAC address located at the back of your modem.It will be a 12-digit number, comprising of numbers and letters, and may be separated by colons or dashes.
ALEX_ > Sure, just give me one second to run downstairs and grab that number.
RUSSEL > Thank you.
ALEX_ > The CMAC is [REDACTED].
RUSSEL > Thank you for providing that information.
RUSSEL > Alex. Can I get your current download and upload speed via http://speedtest.comcast.net? Once you're done kindly click the button labeled as COPY URL and please paste it here.
ALEX_ > I had actually just taken a speedtest prior to opening this chat, here's the url: http://results.speedtest.comcast.net/result/854878584.png
ALEX_ > If you'd like a fresh one I could do that too
RUSSEL > Yes, please, Alex.
ALEX_ > Here you go: http://results.speedtest.comcast.net/result/854912704.png
RUSSEL > Thank you for providing that information.
RUSSEL > May I know if this result from Wired or Wireless connection?
ALEX_ > This is from a wired connection.
RUSSEL > Thank you.
RUSSEL > Alex, what we can do now is we will send an special signal to your modem so that it will re-sync to the system, this process will also help your equipment to get a better signal from our end.
RUSSEL > Please be advised that we will get disconnected during the process. Kindly get back within 4 minutes for our chat to stay active.
ALEX_ > Alrighty, thanks for the heads up.
RUSSEL > You are most welcome.
RUSSEL > Here we go!
RUSSEL > Hi, welcome back, Alex.
ALEX_ > Thanks. Would you like another speedtest now?
RUSSEL > Yes, please.
ALEX_ > Here: http://results.speedtest.comcast.net/result/854917064.png
RUSSEL > Thank you.
RUSSEL > CAn we run speedtest for wireless connetion as well?
ALEX_ > Sure, just a moment. I don't expect to see any difference though - the wireless connection goes through the same router that our wired lines do.
RUSSEL > Thank you.
ALEX_ > Wireless: http://results.speedtest.comcast.net/result/854924244.png
RUSSEL > Thank you for providing that information.
RUSSEL > Alex, may I know if your are using an Splitterf?
ALEX_ > We have two powered routers and no splitters. They're WRT54GS routers running Tomato.
RUSSEL > Okay., just for clarification, Alex. May I know if your computer is now connected to your modem directly or connected to yur router?
ALEX_ > One of the routers is connected directly to the modem. The second router is connected to the first, acting as a gateway. Both devices I've sent you speedtests from are connected to this second router, however we receive the same speeds from the first router, and while directly connected to the modem.
RUSSEL > Alright, if that's the case, we need to send a Technician that will fix this issue on your end, would that be okay?
RUSSEL > I will also bring him a new modem taht he can use if ever a replacement is needed.
ALEX_ > I suppose that would be okay - are we going to be billed for this?
RUSSEL > You will not be billed for this because it seems that teh problem is with the modem, Alex.
RUSSEL > Kindly give me 2-3 minutes while I create the ticket.
ALEX_ > Sure thing, thanks.
RUSSEL > Thank you.
RUSSEL > Alex, may I please have your reliable phone number?
ALEX_ > Sure, [REDACTED].
RUSSEL > Thank you for providing that information.
ALEX_ > After talking with others in the family, apparently the last time we had a technician come out to upgrade us to "X1", he replaced our modem for us. This was about a year ago. The issue is that he took our old modem away with him, which was actually one that we owned, effectively stealing it. Is there anything that can be done about that? I realize it's been awhile but I figured I'd ask.
RUSSEL > Oh! Thank you for knowing me that, Alex. The best thing that we can do regarding taht matter is to visit the nearfest Local Office and tell them what happen that time, they can still retreive that modem using the CM MAC address listed on your account and on the system.
RUSSEL > By the way, Alex, the soonest available schedule here on the system for your appointment is on 03/31/2015, 11:00 AM-01:00 PM EDT. Will this work for you?
ALEX_ > Sure, that sounds good.
RUSSEL > Alright, let me get now this schedule for your appointment. Just a friendly reminder, you will receive a confirmation call from one of our Technician 1-2 hours before the time of your appointment.
ALEX_ > Sounds good!
RUSSEL > Alex, I have now successfyully created the ticket for your appointment. Here is your Open Ticket #[REDACTED]
ALEX_ > Just to confirm something you said earlier - you mentioned that "upon checking here on the system, I can see here that you are now subscribed to our Performance Internet with 50 mbps". That shouldn't be correct, though. For over a year now we've been paying for "Blast!". Your website even says that in the 2 year agreement. Can you just doublecheck the system?
RUSSEL > Technician scheduled for Tuesday, March 31, arriving 11:00 AM-01:00 PM EDT , at [REDACTED].
RUSSEL > Sorry, it's Blast that has 50mbps, Alex. But I was able to check here and I can see here that you are on a double speed zone so it means that you should get 105mbos for wired connection and atleast 70% of it for wireless connection, the one that has 25mbps is Performance.
ALEX_ > Alright, so just to confirm, after the technician comes, when everything's said and done we should theoretically have 105mbps, or at the very least 50mbps?
RUSSEL > Yes, you should get an internet speed not less than 50mbps.
ALEX_ > Alrighty, thanks!
RUSSEL > You are most welcome.
RUSSEL > By the way, can you please confirm to me if I got the right isnformation on the scheduled appointment.
RUSSEL > Technician scheduled for Tuesday, March 31, arriving 11:00 AM-01:00 PM EDT , at [REDACTED].
ALEX_ > Yup, that looks good.
RUSSEL > Thank you.