CONTACTS 
0201 - Comcast Corporation
020101 - Mr. Customer Assistant
020103 - Customer Support Department

SUBJECTS
Comcast Internet Failed Email Service Restored Power Router Off Powe

3303 -
3303 -    ..
3304 - Summary/Objective
3305 -
330501 - Follow up ref SDS 1 0000.
330502 -
330503 -
330505 -  ..
3306 -
3307 -
3308 - Progress
3309 -
330901 - On 100915, Comcast installed telephone service that includes Internet
330902 - and email. ref SDS 1 IE8X
330904 -  ..
330905 - This evening access to Internet is failing.
330907 -  ..
330908 - Called Comcast...........
330909 -
330910 -                      800 266-2278
330912 -  ..
330913 - Got a voice mail message saying to go to the Internet for assistance
330914 - to fix problem accessing Internet.
330916 -  ..
330917 - Talked to Ellen.
330919 -  ..
330920 - Ellen asked for the last 4 numbers in the social security account.
330922 -  ..
330923 - Ellen advised that Comcast reports no service outages in this area.
330925 -  ..
330926 - Ellen proposed following recovery steps...
330927 -
330928 -    1.  Router disconnect electrical power.
330929 -    2.  Modem disconnect electrical power.
330930 -    3.  Wait 20 seconds.
330931 -    4.  Modem connect power.
330932 -    5.  Router connect power.
330933 -
330934 -            [On 110123 2032 Erin suggesting also removing battery from
330935 -            modem for 10 seconds after disconnecting power. ref SDS 5
330936 -            QJ3F
330938 -             ..
330939 -            [On 110123 2032 Erin further suggested setting web browser
330940 -            settings for Netscape and IE to no proxy, and this solved
330941 -            the problem. ref SDS 5 QJ3W
330943 -  ..
330944 - Ellen also suggested pressing cable conenctions from moden to router
330945 - into the respective ports.
330947 -  ..
330948 - After performing these steps, testing showed Internet service was
330949 - restored.
330951 -  ..
330952 - How often does this occur with Comcast?
330954 -  ..
330955 - Explained that the power conenctions for the router and modem are easy
330956 - to access, because they are at the left end of the computer table that
330957 - has very restricted access.
330959 -  ..
330960 - Ellen said that dropping Internet service is very rare for Comast
330961 - cable technology.
330962 -
330963 -            [On 100925 1403 same problem occurred again, and was fixed
330964 -            using prior instructions. ref SDS 2 YG9M
330965 -
330966 -            [On 101005 0923 moved modem and router power connections to
330967 -            the right end of the computer table which has easier
330968 -            access, than the left end. ref SDS 3 SY5Q
330970 -             ..
330971 -            [On 101012 0757 Morris used Comcast procedures to restore
330972 -            Internet cable service at his location in Saratoga,
330973 -            ref SDS 4 H168; about 20 minutes later problem occurred at
330974 -            Concord. ref SDS 4 RM3Y
330975 -
330976 -
330978 -  ..
3310 -
3311 -
3312 - 2150
3313 -
331301 - Reported television blinking transmission causing excessive tiling,
331302 - and screen going blank, then restoring.
331304 -  ..
331305 - Comcast attendant reset cable television controller.
331307 -  ..
331308 - This reduced severity and frequency of tiling.
331309 -
331310 -
331311 -
331312 -
331313 -
331314 -
331315 -
331316 -
3314 -