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Thursday, December 11, 2008

Comcast Modem Installation Craziness


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Bottom line, hook up modem, call Comcast.

Do not run install program.


Comcast has some problems.

We picked up my mom's modem and brought it to her condo.

I hooked it up and opened up Safari.

A Comcast Installation screen popped up in the browser.

I thought, hey, maybe they've streamlined the installation process where you don't have to call anyone anymore.

So I went through the installation program's steps and ended up with an error, that the connection could not be made.

I called Comcast on my cell phone and then entered my mom's Florida phone #.

After being on hold someone in the accounting department answered. They transfered me to the internet group.

I gave my mom's Florida phone #. They could not find her account.

I gave them her account #. They could not find her account.

I gave them her address. They could not find her account.

I gave them her zip code. They could not find her account.

They said, oh, you are in Florida. We are in Massachusetts and can not help you.

They transferred me to Florida.

I got connected with a Florida rep.

I gave my mom's Florida phone #. They could not find her account.

I gave them her account #. They could not find her account.

I gave them her address. They could not find her account.

I ended up reading them the MAC address off the modem. They found that.

They then reset the modem and got it working.

I exited and restarted the browser and we were online.

After all this I asked what I should do next year when I get a new modem.

The tech rep said, "Just call in, don't use hte install software, that hardly ever works. You need to physically install the modem in order for us to turn it on."

It would be nice if the people in the Florida Comcast office would just tell you that upfront.

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