mike0822
@comcast.net
| Tech installed HSI and Cable TV yesterday. Neither work...
I just moved in to a new apartment complex and had a Comcast guy come in and install internet and cable. Being in a rush with moving, it totally slipped my mind to actually test if it all worked properly before he left (I know, very very stupid mistake). In any case, I got round to trying to set it up today (I was told to just stick the CD in and follow the steps) but the setup failed on the "checking connectivity" step. The modem, which I rented from Comcast, only has one light on and it flashes on and off: the internet light. When I called customer service, I was told that cable has been turned on for this apartment, but that she is not detecting my modem, which is connected directly into my laptop. She mentioned that signal may be too low in my apartment, and they may have to do some stuff with boosting signal, etc., and that they would have to send a tech guy out. The problem is, the earliest they can come out is september 27th!!
I also gave the cable tv a try to see if it was a modem problem, but the TV is not detecting any channels, except for the cable box menu. So I'm led to think that I essentially don't have cable access at all (not just HSI problems).
What should I do? Did the install guy just completely screw it up? I am told that the previous tenant in this very apartment subscribed to comcast, so how could it be a signal problem? Maybe its an issues with the cable outlet (broken)?.
Please advise. |
|
KYL
join:2007-03-07
Clackamas, OR | Good chance you got hooked up, then after the dude left, a disco order from the previous tenant was completed.
Call up, you may get lucky for a 2 minute trouble call to get plugged back in. |
|
daveinpoway
join:2006-07-03
Poway, CA
| reply to mike0822
Perhaps it is standard procedure for them not to do this, but I would think that the tech would check to make sure things were working properly before leaving. With the cost of fuel being what it is these days, it would obviously be in Comcast's best interest not to have to make a repeat visit. |
|
beerbum
5150
Premium
join:2000-05-06
Here!
 ·Comcast
edit:
September 7th, @04:33AM
| reply to mike0822
I thought the techs were supposed to play that on-demand demo video to test that VOD is working??
same with the HSI, unless there is no computer at the premise, the techs are _required_ to setup and complete the install through either the CD or download from the walled-garden..
at least in my region both are mandatory
I do agree tho, it does sound like the disco was done after your install.. wouldn't be the first nor last time that happens. |
|
mike0822
@comcast.net
| reply to mike0822
Well, they said that the previous tenant was subscribed till August 27th (and I was set up September 5th), so I don't think the problem is them accidentally disconnecting me after the install. When I called (after the HSI and cable was already not working) they informed me that the cable was in fact turned on.
Well, just to be extra sure, I'll give them another call tomorrow to see if my cable really is turned on.
Also, at first I thought it might be a problem with the cable outlet, but I found another outlet in the apartment and tried that one, which still didn't work... so not sure what the problem could be.
And now to think of it, I am pretty surprised that the tech guy who set it up didn't notice something was wrong: he must have saw that the modem was just flashing on and off with only one light, which indicates a problem since there should be another light or two on even if I wasn't registered yet. Guess he just didn't care and wanted to get to the next guy ASAP (he wasn't a pure tech, he was from some sub-branch of Comcast that has him handle apartment SALES and INSTALL only, so he was the same guy who sold me the internet... almost like an authorized retailer, which is probably why he just didn't care since it wouldn't be him driving back to fix it). |
|
fghiuyp
@comcast.net
| said by mike0822 :
Well, they said that the previous tenant was subscribed till August 27th (and I was set up September 5th), They stop billing on 8/27 but they might not roll a truck until a day, a week or a month later to actually cut the line on premise.
It is possible that a tech had the order to cut the old tenant and didnt check to see if it was still an active order or if a new tenant had moved in. |
|
rody_44
Premium
join:2004-02-20
Quakertown, PA
·Comcast
edit:
September 7th, @07:49AM
| reply to mike0822
if the guy that sold it to you installed it look for his number on your order sheet. them guys almost always leave their cell phone number on it. call him up and ask him to come back. i agree that it probably got discoed in error after the install. it doesnt happen often but does happen. |
|
mike0822
@comcast.net
| reply to mike0822
Damn, just called Comcast to double check if it was because the previous tenant's disconnect coincided with my install. Unfortunately, not the problem: my cable is showing active as of right now.
The CS rep thinks it may have something to do with the signal from the poles outside? But that needs a tech to check. But I'm still not convinced its a signal problem, since obviously the previous tenant had no signal problems...
I also called the guy who installed it and left a message (since he probably doesn't work on weekends, or he's just screening my calls), I'm hoping he calls me back on Monday. |
|
egood71
You Gotta Love It
Premium
join:2000-08-28
Acworth, GA
·Comcast
| reply to mike0822
Could possibly be a connector problem. Is there any way that you could head to the demark and plug the modem in there to see if there is any signal coming in to the apt?
If not then you may have a problem at the tap.
--
PROUD VETERAN! U.S. ARMY 11B 01JAN90 - 01OCT97 |
|
CableTool
Poorly Representing MYSELF.
Premium
join:2004-11-12
| reply to mike0822
said by mike0822 :
Damn, just called Comcast to double check if it was because the previous tenant's disconnect coincided with my install. Unfortunately, not the problem: my cable is showing active as of right now.
The cable shows "Active" in the system because you were installed. They really have no way of telling if the cable is on or not from the office. They are only going by your account status. Not the physical cable or signal.
The only way is to check if your modem is visible, which you stated they informed you it was not.
--
CableTechs.org/"Horrible People with Integrity" |
|
tshirt
Premium
join:2004-07-11
Snohomish, WA | reply to mike0822
CC or the installer needs to recheck his work, he may have hooked up the wrong apt. or someone disconnected it after he installed. I'm fairly sure YOU are not connected NOW |
|
beerbum
5150
Premium
join:2000-05-06
Here!
·Comcast
| reply to CableTool
said by CableTool  :said by mike0822 :
Damn, just called Comcast to double check if it was because the previous tenant's disconnect coincided with my install. Unfortunately, not the problem: my cable is showing active as of right now.
The cable shows "Active" in the system because you were installed. They really have no way of telling if the cable is on or not from the office. They are only going by your account status. Not the physical cable or signal. The only way is to check if your modem is visible, which you stated they informed you it was not. since the OP mentioned a cable box .. they could have sent a hit to the box.. with an active account and good physical connection, they should get a response from the box no?  |
|
wenter99
Houdini The Rover
Premium
join:2003-12-09
Albuquerque, NM
·Comcast
| reply to mike0822
Some low life neighbors like to play games with the cable connections in apartment complexes too.
Here, the green Comcast box sticking up out of the ground is right under my upstairs living room window, between some bushes. It feeds the 8 apt. units in my building. A little SOB on the other side of the building was sneaking and disconnecting my cable and hooking it up to his apartment at night.
He pulled this several times with me and other neighbors. I'd go down and slide the cover off the box and there was my cable dangling and disconnected with another cable hooked up in its place. I finally caught him in the act and cussed him out about 5 months ago. I've had no problem since.
Maybe someone is playing with your line too. Seems unreal that the tech would leave your place without even a word if your stuff was completely dead. And that's just my 2 cents worth...
Terry
--
"Sometimes all you can do is just hunker down and take it, like a jackass caught out in a hail storm". LBJ |
|
yutyurg
@comcast.net
| reply to beerbum
said by beerbum : they should get a response from the box no? Not necessarily. Depends on what billing system they have. |
|
mike0822
@comcast.net
| reply to CableTool
said by CableTool :said by mike0822 :
Damn, just called Comcast to double check if it was because the previous tenant's disconnect coincided with my install. Unfortunately, not the problem: my cable is showing active as of right now.
The cable shows "Active" in the system because you were installed. They really have no way of telling if the cable is on or not from the office. They are only going by your account status. Not the physical cable or signal. The only way is to check if your modem is visible, which you stated they informed you it was not. So is there any way for me to get them to physically turn it on via phone? I mean, if I call them and ask for them to turn it on, the CSR would just say that I am already active (since they just go by what their system tells them).
It seems pretty clear at this point that I'm simply not receiving a cable signal, and there is no outage in the area, so I suppose the only possible causes are either I got accidentally shut off, or the cable line to my apartment got hijacked/cut. If its the latter, then the guy who came to install it must be the worst Comcast install guy ever, since he should've have seen there is no signal coming in right? But if its the former, its more understandable since its not his fault, and it means it should be easy to resolve. The question is, how do I get them to ignore what it says on their system and manually switch me on (is that even possible without sending a tech?). |
|
Backspace
Will SCOTUS Let This Fake Be Pres?
Arbitrary Text
join:2001-12-30
Upper U S
 ·Verizon Online DSL
·Comcast
 ·1and1
| reply to mike0822
Be patient, it's the weekend. And leave your hammer at home.
|
|
beerbum
5150
Premium
join:2000-05-06
Here!
·Comcast
| reply to mike0822
calmly explain to the comcastic person on the phone that if they will not send someone out in the next 48 hours, you will cancel and switch to directv..
then if still no escalation, call 1-215-665-1700 , this is the number for the Comcast Executive Complaint Center.. they may be able to help you..
IMO there is no reason you should have to wait until the 27th to have this resolved.
good luck!
--
!!! |
|
Tech83
join:2008-01-03
Plano, IL | reply to mike0822
on the cable box, turn the power on ... when you get a pic press "power" then "ok" scroll down to OOB Status, if it says SNR0 u have no signal coming in to the apartment. the previous tenant disco order is most likey what happened |
|
mike0822
@comcast.net
| said by Tech83 :on the cable box, turn the power on ... when you get a pic press "power" then "ok" scroll down to OOB Status, if it says SNR0 u have no signal coming in to the apartment. the previous tenant disco order is most likey what happened I'm having trouble with this step. How do I get into the diagnostics menu? I've tried pressing the power button on the remote, followed by ok, and nothing happens. Is there a specific channel I need to switch to in order to see the diagnostics screen?
I've also tried pressing the menu button after pressing the power button, but still a blank screen. Ideas? |
|
rody_44
Premium
join:2004-02-20
Quakertown, PA
·Comcast
edit:
September 8th, @05:17PM
| reply to beerbum
he didnt say they wouldnt send someone out until the 27th. he wants them to fix it without him home. thats probably not going to happen as the line most likely will have to be toned out to the apartment. i recommend nonstop calling to the guy that installed it. im sure he works weekends to. make use of the voice mail on his cell phone and dont stop until he answers. its really unacceptable for him to ignore you. |
|
