Cannot get past a comcast router in Ashburn, VA
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So there is a router in Ashburn VA,
be-1212-cs02.ashburn.va.ibone.comcast.net [96.110.32.205]that I can't get past.
When I call comcast, they tell me if I can't provide the account or serial number of that device they can't help and they cannot escalate the issue until I can identify the account associated with that piece of equipment.
They refuse to believe they may have a piece of equipment that is having problems....
Anyone have a number to call? One that leads to someone who knows more than the script in front of them?
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@JasGot said in Cannot get past a comcast router in Ashburn, VA:
Anyone have a number to call? One that leads to someone who knows more than the script in front of them?
Unfortunately I can't help here as I've avoided working for businesses that use Comcast for any service.
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@DustinB3403 said in Cannot get past a comcast router in Ashburn, VA:
Unfortunately I can't help here as I've avoided working for businesses that use Comcast for any service.
So...... you're after a post count?
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@JasGot said in Cannot get past a comcast router in Ashburn, VA:
@DustinB3403 said in Cannot get past a comcast router in Ashburn, VA:
Unfortunately I can't help here as I've avoided working for businesses that use Comcast for any service.
So...... you're after a post count?
Sure, I can keep posting all day if you'd like.
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If you have access to the business account you might have better success working with an account rep. Getting someone whose success/pay is based on you remaining a customer could have more impact then going through tech support.
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Well, where are you going and where are you starting? What is past that router?
Are YOU a Comcast customer? Are you one their network?
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The issue needs to be on your account. Whoever your provider is needs to deal with it.
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@gjacobse said in Cannot get past a comcast router in Ashburn, VA:
Well, where are you going and where are you starting? What is past that router?
Are YOU a Comcast customer? Are you one their network?
Yes and yes. And it is not just us. Many of our clients use Comcast and none of them can get past this one router. This is a new problem.
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@Kelly said in Cannot get past a comcast router in Ashburn, VA:
If you have access to the business account you might have better success working with an account rep. Getting someone whose success/pay is based on you remaining a customer could have more impact then going through tech support.
We've reached out to our rep to get an inside track to a tier 3 support person. This will be one of those "it's who you know" avenues that I wish I didn't have to take.
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@scottalanmiller said in Cannot get past a comcast router in Ashburn, VA:
The issue needs to be on your account. Whoever your provider is needs to deal with it.
Comcast is our provider and it is a Comcast router that is dropping packets.
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@scottalanmiller I logged into 25 different client servers today and ran a tracert to the destination IP, 18 of these clients all passed through that same router and they all had lost packets at that router and only at that router. The 7 that didn't pass through that router did not have any lost packets. I wish I could blame Dorian, but it all started last week.
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@JasGot said in Cannot get past a comcast router in Ashburn, VA:
@scottalanmiller said in Cannot get past a comcast router in Ashburn, VA:
The issue needs to be on your account. Whoever your provider is needs to deal with it.
Comcast is our provider and it is a Comcast router that is dropping packets.
Oh, then it's a "we want compensated for you not providing the service we purchased"
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@scottalanmiller said in Cannot get past a comcast router in Ashburn, VA:
@JasGot said in Cannot get past a comcast router in Ashburn, VA:
@scottalanmiller said in Cannot get past a comcast router in Ashburn, VA:
The issue needs to be on your account. Whoever your provider is needs to deal with it.
Comcast is our provider and it is a Comcast router that is dropping packets.
Oh, then it's a "we want compensated for you not providing the service we purchased"
No, not at all. I want a connection without so many dropped packets it prevents me from keeping my connection open.
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@JasGot Maybe contact @Phil-CommQuotes and see if there's alternatives to ComCrap.
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@jt1001001 said in Cannot get past a comcast router in Ashburn, VA:
@JasGot Maybe contact @Phil-CommQuotes and see if there's alternatives to ComCrap.
Yeah, if the issue is about quality, your recourse is to switch providers.
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@scottalanmiller said in Cannot get past a comcast router in Ashburn, VA:
@jt1001001 said in Cannot get past a comcast router in Ashburn, VA:
@JasGot Maybe contact @Phil-CommQuotes and see if there's alternatives to ComCrap.
Yeah, if the issue is about quality, your recourse is to switch providers.
I'm having a hard time figuring out where all of you are coming from..... They have a faulty router in Ashburn, VA that they need to address. I would hardly call this poor quality to the level that requires a change of ISP.
Do all of you dump your vendors and providers at the first sign of a transient technical problem? Or better yet, do you want your customers to dump you if you have what amounts to a minor technical issue? I have over 150 accounts with this ISP scattered all over our metro area. As much of a nuisance as this is, it in no way has been elevated to the point where I think leaving would be the better choice. (Yet.) (Even if it were just one account)
Maybe I'm old and don't get worked up as easily anymore; but I can tell you that if they can get this resolved tomorrow, I'll be quite satisfied. My frustration was with the agent that was on the phone, it was beyond her ability to comprehend that there could be a problem with something other than the equipment at the customer location.
My rep gave me the name and number of guy in the engineering group locally and he has contacted someone in VA, I hope it'll be a mute point by the time I awaken in the morning.
It's time for a glass of Pappy Van Winkle 23 and the evening news.
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@jt1001001 I'm here if you need help... Just shoot me over the address and I'll check all the ISP options.
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@JasGot said in Cannot get past a comcast router in Ashburn, VA:
I'm having a hard time figuring out where all of you are coming from..... They have a faulty router in Ashburn, VA that they need to address. I would hardly call this poor quality to the level that requires a change of ISP.
No, it's their flat refusal to fix your service. It's that simple. Your ISP is failing, lying to you about it, and refusing to fix it. They have one singular job and aren't just failing to do it, but wasting your time avoiding doing it.
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@JasGot said in Cannot get past a comcast router in Ashburn, VA:
Do all of you dump your vendors and providers at the first sign of a transient technical problem?
This isn't a technical problem. This is a known terrible provider refusing to do their job. That's not technical, that's a refusal to provide the agreed upon service.
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@JasGot said in Cannot get past a comcast router in Ashburn, VA:
Or better yet, do you want your customers to dump you if you have what amounts to a minor technical issue?
If I treated a customer like that, hell yeah they should dump me. Are you kidding? If I knew I had broken a customer system, and refused to fix it, and charged them anyway?
