[southerndoc]

I've had Comcast Gigabit X10 (fiber). I'm incredibly afraid to make changes to my TV service for fear they'll bork the fiber. 99% of their customer service agents don't even know about it. When a friend had downtime with his, they tried sending a signal to reboot the modem. (It doesn't have a modem -- you lease a $10,000 Juniper ACX2100 Metro-Ethernet router from them).

Some of my channels have migrated from coax to IPTV. For this reason, I set up DirecTV in my home. I plan to call in a few months to cancel Comcast cable service. I'm afraid they're going to bork the fiber on the account. If you think CableCARD issues are bad to deal with, try both!

 

[ungivenglory]

.

 

[kdmorse]

I really, really, really want to change my internet plan. My internet plan no longer exists in my area (1200 down / 35 up). And the download is nice, but I really could use a better upload speed.

If I step DOWN a tier, I end up with 1000 down, 150 up if I'm in one region, or 1000 down/300 up if I'm in an enhanced region. (I think I am).
If I step UP a tier, I end up with 2000 down, 300 up.

I am of course terrified of breaking my cable cards because the first thing the web portal does is says my TV plan no longer exists, and migrates me to a new one any time I touch it.

But for 4 times the upload speed... or 8 times the upload speed.... And I don't actually use the cable card that much any more, but I'm mentally committed to riding it all the way to the end....

I may have to tap a support rep on Reddit and see what he can do...

 

[cwoody222]

I am of course terrified of breaking my cable cards because the first thing the web portal does is says my TV plan no longer exists, and migrates me to a new one any time I touch it.

Maybe try talking to a person?

 

[kdmorse]

Maybe try talking to a person?

It's after 8pm eastern, most of the good support reps have gone home, wait times will be up, and that's assuming you can navigate the maze that is comcast's voice response tree. Were I to try by telephone, I'd want to do it in prime working hours.

I think engaging the employee support folks through reddit actually has higher odds of success. But that's just a feeling. I don't have any proof that either approach is superior.

Although I've discovered a wrinkle. My modem has fallen off comcast's supported list, and they won't set it up for enhanced upload speeds (Motorola MB8611). I do not know if this means they won't set it above 35, or 150, but 300 is out of the question. Not because it can't do what it needs to do technically, but because the manufacturer no longer supports it, it's never going to go through enhanced speed certification. All signs point to an Arris S24 S34 (identical specs to the Motorola I have), or maybe trying a Ubiquiti cable modem, which would be, interesting....

 

[dougdingle]

All signs point to an Arris S24 (identical specs to the Motorola I have), or maybe trying a Ubiquiti cable modem, which would be, interesting....

I have a small Ubiquiti network here with a router and four saucer access points.

I loved it for the first few months, then I had a problem. Let me describe how that went.

Contacting support was a waste of time. They immediately referred me to their "user forum" where other users could help me because support only dealt with corporate clients with large installations and service contracts, or their 'certified installers'.

When I went to the forum, I found a large group of arrogant installers whose constant barrage of "This gear is for professionals, which you clearly are not. Why did you buy this if you can't fix problems or configure things properly?" was annoying as hell. I couldn't get any real help. The problem never did get fixed.

Life got in the way, and I've lived with the system and the issue for a while. Now I'm looking for a new system, and would never, ever, get anything from Ubiquiti again. They're even worse than Hewlett Packard if you're an end user, if that's even possible. Just a horrible experience.

FYI

 

[kdmorse]

FYI

I hear ya.

I have a large amount of Ubiquity gear (Switches and APs, no routers), and while I haven't had that exact experience, I completely understand it happening, every step. It all works magically until it doesn't, and then all the layers of magic get in your way trying to find the source of the problem. I have had to debug spanning tree problems. I have had to debug ports flapping. I have had to debug a feature I can't remember the name of that cannot be controlled by the UI, and thus I have a cron script on a linux machine that logs in and disables that feature every hour because it cannot be set in a way that survives a reboot, and if enabled, prevents my cable modem from working if rebooted - which causes strange problems during power outages that change symptoms depending on how long each UPS lasts.

And maybe, just maybe, switching the cable modem to a Ubiquity would actually remove that last irritation. But probably not. Changing from a Motorola to an Arris would be a simple drop in replacement. The Ubiquity is rack mount, which while nice for many people - would just make my life messier... Although.. if I move a splitter or two... Maybe I could move the cable modem to "the stack" where it might fit in...

 

[dougdingle]

I hear ya.

I have a large amount of Ubiquity gear (Switches and APs, no routers), and while I haven't had that exact experience, I completely understand it happening, every step. It all works magically until it doesn't, and then all the layers of magic get in your way trying to find the source of the problem. I have had to debug spanning tree problems. I have had to debug ports flapping. I have had to debug a feature I can't remember the name of that cannot be controlled by the UI, and thus I have a cron script on a linux machine that logs in and disables that feature every hour because it cannot be set in a way that survives a reboot, and if enabled, prevents my cable modem from working if rebooted - which causes strange problems during power outages that change symptoms depending on how long each UPS lasts.

And maybe, just maybe, switching the cable modem to a Ubiquity would actually remove that last irritation. But probably not. Changing from a Motorola to an Arris would be a simple drop in replacement. The Ubiquity is rack mount, which while nice for many people - would just make my life messier... Although.. if I move a splitter or two... Maybe I could move the cable modem to "the stack" where it might fit in...

You are clearly FAR more experienced with network topology than I am, and would likely have far fewer problems than I did. I wanted to save you a little grief by relating my experience.

I'm hoping I fare better with a three channel mesh TP-Link system I'm looking at...but it's gonna come from Costco so if I don't like or there's issues, returns will be 'simple'.

 

[CommunityMember]

Although I've discovered a wrinkle. My modem has fallen off comcast's supported list, and they won't set it up for enhanced upload speeds (Motorola MB8611). I do not know if this means they won't set it above 35, or 150, but 300 is out of the question.

Well understood issue. For enhanced speeds you usually also end up needing firmware updates, and what remains of zoom/minim (which leased the motorola name) is gone.

All signs point to an Arris S24 (identical specs to the Motorola I have), or maybe trying a Ubiquiti cable modem, which would be, interesting....

That would be the S34 (not S24), which has had firmware updates (and eventually validation/certification) for enhanced speeds.

FWIW, with current plans, the Xfinity modem (typically an XB7 or XB8) is free, so unless you really want a COAM (Customer Owned And Managed), just accept the Comcast device (you can place it in bridge mode if you like your existing router/gateway).

 

[CommunityMember]

When I went to the forum, I found a large group of arrogant installers whose constant barrage of "This gear is for professionals, which you clearly are not. Why did you buy this if you can't fix problems or configure things properly?" was annoying as hell. I couldn't get any real help.

Like most "enterprise" gear, if you are not tall enough to ride the ride one should never purchase it, or one should expect to pay for professional services if you do not have deep experience with enterprise networking gear. That is true for all such equipment from all vendors. I don't know who suggested you purchase the gear, but they did not do you a favor.

 

[kdmorse]

Well understood issue. For enhanced speeds you usually also end up needing firmware updates, and what remains of zoom/minim (which leased the motorola name) is gone.

Yup. I just didn't know that when I started this line of thinking.

That would be the S34 (not S24), which has had firmware updates (and eventually validation/certification) for enhanced speeds.

Yup, corrected the typo in the original post. Thank you.

FWIW, with current plans, the Xfinity modem (typically an XB7 or XB8) is free, so unless you really want a COAM (Customer Owned And Managed), just accept the Comcast device (you can place it in bridge mode if you like your existing router/gateway).

This is new news to me. So the cost of the modem is basically baked into the plan, and I'm paying for it whether I use it or not... And there's no longer a discount for "Customer Owned Modem"? (which existed in the early years of the argument (like 20 years ago). Basically, you're saying that those of us that for whatever reason wanted the option of using our own modems, have flat out lost the war? The war's over, and we didn't even notice? Well, balls...

 

[CommunityMember]

This is new news to me. So the cost of the modem is basically baked into the plan, and I'm paying for it whether I use it or not... And there's no longer a discount for "Customer Owned Modem"? (which existed in the early years of the argument (like 20 years ago). Basically, you're saying that those of us that for whatever reason wanted the option of using our own modems, have flat out lost the war? The war's over, and we didn't even notice? Well, balls...

As with all things Comcast, you need to constantly pay attention to their changes. You still have the option for a COAM, but with current internet plans (and you will need to change to a current one) the modem is "free to you" (but, yes, you are (indirectly) paying for the modem). The current internet plans also include unlimited data. There are still reasons to want a COAM, or to use your own gateway/router, but those reasons is individual specific (and probably close to 98+% of the Comcast customer base just uses the Comcast modem/gateway).

 

[astrohip]

I think engaging the employee support folks through reddit actually has higher odds of success. But that's just a feeling. I don't have any proof that either approach is superior.

I used reddit yesterday to get a cablecard re-paired. It lost its settings when I had to replace the HD in a Roamio that had died (RIP 2014-2025).

reddit/comcast had me up and running in about 3-4 hours

 

[kdmorse]

I used reddit yesterday to get a cablecard re-paired. It lost its settings when I had to replace the HD in a Roamio that had died (RIP 2014-2025).

reddit/comcast had me up and running in about 3-4 hours

Just double checking, what's the etiquette over there? I get the impression you just post your problem publicly with a tech support or billing flair, and ... an employee appears?

Edit: And, from what I'm reading, wanting to change my internet plan, while ensuring my cablecards don't get impacted, would technically be "billing".?

 

[WVZR1]

As with all things Comcast, you need to constantly pay attention to their changes. You still have the option for a COAM, but with current internet plans (and you will need to change to a current one) the modem is "free to you" (but, yes, you are (indirectly) paying for the modem). The current internet plans also include unlimited data. There are still reasons to want a COAM, or to use your own gateway/router, but those reasons is individual specific (and probably close to 98+% of the Comcast customer base just uses the Comcast modem/gateway).

When my agreed plan changes and I'm moved to the newer plans, if I select the Comcast/modem/gateway can I connect my ExpressVPN 'Aircove' router in bridge mode and assume it will function as it does now with my COAM?

 

[Tennberg]

Just double checking, what's the etiquette over there? I get the impression you just post your problem publicly with a tech support or billing flair, and ... an employee appears?

Edit: And, from what I'm reading, wanting to change my internet plan, while ensuring my cablecards don't get impacted, would technically be "billing".?

I recently changed my entire plan. I was on an old Super+ More package with that TV tier using a CableCARD in an Edge, Gigabit internet with an SB8200, and a home phone with their telephony modem I never connected.

I dropped the home phone and modem, upgraded to 2Gbps internet with an S34, and moved to the Ultimate TV tier with a couple added channels. My CableCARD remained paired the whole time.

I used their Reddit presence to do it - created a post with the billing flair, waited for a mod to reply, then did the rest through a mod mail. The whole process did take a day or two because the chat isn’t in real-time but I got everything I wanted. It would’ve been a disaster had I tried this through a phone or store rep.

 

[CommunityMember]

When my agreed plan changes and I'm moved to the newer plans, if I select the Comcast/modem/gateway can I connect my ExpressVPN 'Aircove' router in bridge mode and assume it will function as it does now with my COAM?

FD: I still have a COAM because my area has not upgraded to enhanced speeds (actually, my COAM is certified for such speeds, so I can keep using it if my area gets upgraded, but there is a fair chance they will skip project genesis (enhanced) upgrades and move directly to D4.0 FDX, in which case COAMs are not supported as no modem manufacture has chosen to build/certify them).

My recollection is that you will need to install the Comcast modem/gateway (first disconnect your old modem and wait a minute or two; the system checks for an active modem before activating the new one, and takes the old one off the account). Then you need to set the modem to bridge mode (the instructions are on the Comcast site, but I think you need to connect a device via ethernet to do so, although maybe the mobile app now lets you do so). And a reboot of the modem is required if you change the device connected to the ethernet port (one, and only one (on consumer plans) devices can be used with the modem, and once the device (mac) is recognized/locked you can't change it without a modem reboot).

There are other forums better for assistance with these issues.

 

[CommunityMember]

It would’ve been a disaster had I tried this through a phone or store rep.

Depends on your store rep, which may also depend on your locations hiring practices/capabilities (location, location, location). I have had great ones (for many many years). I walk in (FD: I walk by their store a few times a week, so checking if there is a line is also easy, and can walk back later or the next day if the store looks busy), get what I want accomplished[0], and then walk out, usually in 10-15 minutes[1].

[0] I go in with all my ducks aligned (all the specific service line items (usually underlined on the current rate card)) so we don't do a "lets build something for you" discussion, which can take quite some time ("would you like fries with that?").

[1] Yes, I do have to answer "no thanks" to their required mobile up-sell (the reps themselves roll their eyes when they ask, but they are (essentially) required to promote it, so they do)

 

[astrohip]

Just double checking, what's the etiquette over there? I get the impression you just post your problem publicly with a tech support or billing flair, and ... an employee appears?

Edit: And, from what I'm reading, wanting to change my internet plan, while ensuring my cablecards don't get impacted, would technically be "billing".?

Create (post) a new public message (thread?) in the forum. No private info, just a general overview of what you need help with. A Mod will reply, and take it private (modmail). From that point on, it's all private modmail.

I flaired mine tech support.

 

[kdmorse]

Arris S34 is on the way. I consider that a prereq to the next set of Internet change shenanigans. Will let everyone know how they go....