A couple of weeks ago I'm on the phone with Comcast customer service because our internet wasn't working. The tech guy says "you have an old outdated modem, you should get a new one. Do you have a separate router?" I say yes I do. He says there is now an all-in-one modem available that is both a router and modem. Just stop by a Comcast store and trade your old one in.
Luckily I happened to mention this to our IT guy at work and he said no, don't get it. A couple of other work at home employees have already tried it and it won't work with VPN. He tried and tried and it just won't work. Well, glad I mentioned it and saved me the headache of it not working, returning it, etc.
But, I also took the tech guy to mean that the all-in-one was an option, I could still get an upgraded modem only if I wanted. So, today at lunch I head on over to the new Comcast store nearby. Wait in line about 10 minutes and explain what I want and what I DON'T want (an all-in-one modem). The guy goes to the back and comes back and says their delivery guy is in back right then unloading all the equipment. Could I come back in 20-30 minutes and they'll have it ready? So, DD and I run over to Target and the post office and then back to Comcast. Wait in line again and end up with a different guy. I explain again what I want and DON'T want. He goes into the back and comes back with 2 modems....one is the all-in-one. NO, I can't use that one, and the other is just like the one I have. NO, why would I want the same one I already have that is outdated? So, then he tells me they aren't getting more in until tomorrow, but that isn't a guarantee I'd get one, if I come back, and so I needed to just call Comcast and order one. We walk out shaking our heads.
Gee - thanks for the hour of my time wasted! Thankfully, I had not gone through the trouble to unhook our old modem. I wanted to make sure I'd get a new one before I did that.
I call Comcast when I get back home. The original tech guy (or someone) must have flagged my account because the first thing the recording says is "We see you are eligible for an upgraded modem. Press 1 for assistance". So, I do....and of course get someone in India. I explain again what I want and DON'T want. He says "ok, I have it ordered and it will be shipped to you in a few days. Just ship back the old one". I say I want to clarify that this NOT the all in one modem? "Um...yes it is". AGAIN, I can't use that one, it won't work with my employer's VPN. Is there a modem upgrade available that is JUST a modem ONLY?
Finally, he says yes, and changed the order. I said is it the same modem I already have or an upgrade? He says it's an upgrade. We'll see........I'm not holding my breath!!
How frustrating! This is such a simple issue and yet, solving it had to take your whole day. I think human kind is getting more stupid instead of more intelligent. In the past people had to have multiple skills just to survive. Now the jobs and duties are so compartmentalized that, people are simply puppets who do not need to use the gray matter between their ears. Hope you get the right equipment!
ReplyDeleteI know! I say that to my kids all the time: people are just getting stupider and stupider (even though I know that's not a word LOL)
DeleteCan you just go to Best Buy and get real service and what you need?
ReplyDeleteI have no idea - does Best Buy sell modems that work with Comcast Triple Play service?
DeleteI dont know but I would call there and ask or stop by. They might.
DeleteI guess some Best Buy stores have a "Comcast store" inside. Ours does not. We just have actual Comcast stores that are their own store.
DeleteYou really have to know about networking, or Comcast will very likely try to screw you over (for lack of a better term). I was also going to suggest getting your own modem, since that way you really get what you want. Wait and see what they send you, and otherwise, I'd go with your own version.
ReplyDeleteFrom what I (and my IT guy) have tried to research, it is very limited on what type of modem is available for using with Triple Play. If I just had internet only, I could just buy a modem cheaply from Amazon. We'll see what I end up with. It's supposed to be here, but from the little bit of info in the confirmation email I got, it says "wireless" modem.....which I think is the one I DON'T want. Guess I'll find out Monday!
DeleteHmmm its interesting. I cant see how a modem wont allow vpn connection. Very strange.
ReplyDeleteJust config your firewall settings in the modem to allow vpn. Try that
ReplyDeleteI have no clue how it all works or how to do that, but my work IT guy is going to try again and see if he can figure out a work around and make it work. He already tried it with 2 other employees who got this type of modem, even trying to get help from Comcast techs, but it blocks VPN for some reason. He's a smart guy and knows what he is doing, so if he can't figure it out, it's probably a lost cause. Apparently it has to do with the modem being for Triple Play service. I've googled it and it's a known issue. I don't know why they just can supply me with a stinking modem only that is an upgrade to the old one I currently have!
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