Comcast Business Internet: Bad Business Decision?

Tuesday, October 2nd, 2007
at 9:37pm

Comcast came out to install my business connection today (a day later than originally scheduled, might I add). The good news is that I have been getting better than anticipated download and upload speeds. The bad news is… the connection is flaky, the router is buggy, and I can’t use Skype on Windows or connect to IRC from any computer on the connection.

They gave me a Netgear gateway router with a static IP. To this, I connected my Airport Extreme - which seemed to work well enough, with the Apple hardware automatically detecting and fixing a networking (NAT) conflict before it was applied. If only the Netgear router were half as user friendly.

Trouble first began when I tried to hop into the chat room - and couldn’t. Not from any IRC client. Not from any computer. Not from any operating system. Not directly connected to the new router. Not directly connected to the Airport. Every once in a while, I’d get through - but then would be quickly disconnected again.

Web sites would pull up fine, seemingly - but friends have been reporting that my instant messaging accounts have been popping online and offline intermittently throughout the afternoon, evening, and into the night. Yes, I’ve wasted an entire day with this mess - and the only thing I have to blame is Comcast and their lousy (read: cheap) choice for hardware.

I called the business support phone number this afternoon to see if they could help me through the problem, and they just told me to unplug it for 15 seconds. “Yes, I did that.” “Do it again.” Fine. The first CSR stated that he adjusted something on his end, but was completely devoid of any understanding of what he actually did (if anything). I hoped that would have fixed the problem, but it didn’t.

The technician clipped the stem from the end of my coaxial cable, claiming that it may have been too long beforehand. It was never an issue before today, I tell you. Doubt that’s at the root of my problem though, otherwise I’d probably not be online at all. He also mumbled something into the phone when he was speaking with someone at the central office (when setting up my static IP) - something about these new Netgear routers being flaky for him.

So, I called them again around 6pm - knowing that I have 24/7 support. Quite simply, I demanded that they take back the Netgear gateway router in exchange for their SMC one. If that doesn’t fix the problems I’m having, then I’m gonna have to go with a dynamic IP and a regular ol’ modem (without having to spoof a MAC address).

They said there would be someone out to my house with a replacement modem this evening, but it’s 9:30pm and nobody’s been here. I lost an entire day of productivity and gained absolutely nothing but frustration from this experience - and the ordeal is still not over. I’m about to phone them up again to see what’s happening.

Unacceptable, Comcast - completely unacceptable.

17 Comments

Edwin

October 2nd, 2007
at 10:20pm

ARGH Comcast suxerz strikes again. My blood boils when I know I’m giving them all my hard earned cash.

caa1000

October 2nd, 2007
at 10:23pm

You nailed Chris! Comcast is so sucky! I tell you to move to Quest! I’m re-thinking of paying the $120 for bad Cable TV and Internet! Wishing I was in Orlando FL where Bright House Networks would have solve the problem long time ago!

Kold

October 2nd, 2007
at 10:33pm

It is good that guys like you have a little bit more clout than your average Joe.
Maybe you can talk some sense into them.

I have had a Motorola SURFboard for a few years and don’t have too many issues. I love this thing.

I do have a gaming package that is basically smaller packets and more sent. I love it. Shaw Internet in Calgary has been fairly good hardware wise. But their service waits to get a tech to your house is horrible.

boredcollegekid

October 2nd, 2007
at 10:40pm

Hey. Chris man that totally sucks! I had a similar problem with the wireless internet connection here on campus, I couldn’t log in to chat (kept tells me there was a security flaw and something about bubbles) I also couldn’t connect to any IRC client, Thunderbird, or Joost only to find out that the port that allows that kind of thing was blocked by the college. This isn’t the first time that I have heard of problems with Comcast, hell the website “The comsumerist” is simply full of horror stories (if you would like you can submit yours!) But at least you know you have a capable host(s) in wireless packet, Kat, Datalore, SWAT, etc.

R. Bassett Jr.

October 2nd, 2007
at 11:14pm

Hey, I was that cable guy at one time in my life, only it was in Vancouver, Canada - where it rains a lot more!

The guy was right to nip the end off the RJ59 cable, as it’s not supposed to stick out more than 3mm from the connector. This is to help ensure it does damage the inside of the your coaxial device’s connector by becoming bent or burred and ripping it apart. The inside of the connection looks like so, )|( and as long as people haven’t been shoving “six cable” into your router in the past, you’re fine.

As for flakey cable boxes, I seem to recall installing all 5 of the digital cable terminals I had in my vehicle for the day in one home! None ended up working. This was common at the time (2001-2). It happens, new boxes or refurnbs.

Though I feel your pain, I suspect Comcast is like all the rest of the cable companies: understaffed and overworked. Might make your cable guy’s day if slip him a cup of iced tea and a “thank you”. Chances are he’s had a long day.

Good luck!

Ps. Never had a problem with any SMC network cards or their DSL modem/routers that Bell Canada uses. SMC…hmm… maybe it means Super Mega Cool!

R. Bassett Jr.

October 2nd, 2007
at 11:16pm

doesn’t damage the connector…

Not a nice typo, but hey, it’s 2am… cut me some slack! :)

samy r

October 2nd, 2007
at 11:29pm

I had a similar experience and did not have an option to go for DSL.
At that time Verizon rolled out Fiber/ Fios in our neighborhood and I signed up for the same. Happy since then.

Good Luck.

Julian Bond

October 3rd, 2007
at 1:13am

The lesson here, I think, is “Don’t use their router”. They should be able to give you a cable modem with an ethernet jack and then you can attach whatever router you want to that and have complete control over it.

Newsvine - internet

October 3rd, 2007
at 10:56am

[IMG Comments][IMG ]

Andrew Ferguson

October 3rd, 2007
at 7:56pm

QWest and a Cisco 678 should solve your problems.

dturnbull.newsvine.com - Donald Turnbull

October 4th, 2007
at 4:02am

Travel[IMG ]

Michael

October 23rd, 2007
at 5:12pm

Chris, thanks for this info. We just installed comcast business at our office this week and I found this page when googling for answers as to why I couldn’t IRC from the comcast connection. I phoned comcast business support and they were aware of the issue with IRC and the Linksys cg814ccr modem / router and they’re having a technician come out tomorrow with an SMC gateway. Let’s hope it works for me as well.

Thanks for the tip.

Jim

December 3rd, 2007
at 7:20am

Comcast Business is the worse, and considering its not cheap either I strongly suggest people stay away. They are down more then up it seems.

Emi Briet

December 7th, 2007
at 10:32pm

The problem with IRC is not a new one. I’ve had the issue with IRC for about 3/4′rs of a year now. if they are “aware” of the problem why aren’t they doing anything about it?

Increase Search Ranking

March 5th, 2008
at 5:33pm

I remember not too long ago, the cost of a 1.5M T1 Circuit being 6,000.00 per month. Yes, 6k.

Look, people abuse Torrent and it ruins it for the rest of us. If you want to run torrent actively, then get a real circuit that is designed for that. When one person sucks the pipe dry and abuses (yes, it’s abuse because we ALL share the connection) it with torrents, legal or not, then don’t be suprised if you get blocked or slowed down or whatever Comcast chooses to do. You are paying what? 60-120 per month for an 8 to 10 meg downspeed? Hello, I mean that’s not bad for the US.

Let’s try to focus on the positive and remember the days of dialup and 28.8 modems. And let’s also remember that the Internet is riddled with variables. From operating systems, to hardware, to applications, the options are vast. Don’t expect Comcast to actually provide anything outside of the box. That’s not how the model is designed.

It is what it is. Keep it simple, suck it up, and move on. I am more than happy to pay 100.00 for 10m. Oh, btw, I use torrent just fine, I just don’t run it day and nut or abuse it to the point where I am on their radar. Believe me, if you are getting messed it, it’s because you are operating outside the normal spectrum. And I don’t mean legal verses illegal, rather you are forgetting that it’s a shared service.

For those of you that feel you should get the whole pipe and they should do this or that, well figure this. Comcast and all the other cables are riddled with debt upon debt. They are essentially state run operations where old school fat cats can suck off the troff. Why get upset about something that is what it is. Instead, figure out how to make more money so you can get your own 100M full duplex pipe right off the ring into your bedroom. It’s a far better use of your energy.

No harm, no foul.

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