ISSUE: Downstream channel icon on modem randomly starts blinking and internet goes completely off, I have to manually reboot to fix this. Happens multiple times a day.
What I tried
New Coax
New Ethernet Cable
4 different modems (+ the RCN rented modem)
1st tech checks Merlin tool and says signal is fine and nothing is wrong and that it's my own modem / router so he can't help
2nd tech tells me it's my ethernet cable (bought a new ethernet cable)
3rd super visor tech tells me it MIGHT be my modem because it has a dead channel and to rent their modem, he tells me if the issue isn't fixed with the rented modem then it has to escalate further, he told me call a tech again to tell them to escalate the situation (so far this guy was the most educated out of all the useless techs)
4th tech comes in to pick the modem up, i told him whats the next steps to escalate the situation as the supervisor said, he replies "i dont know" and adds a filter on my coax cable saying that should fix it (LMAO WHAT?)
5th tech comes, cuts the coax cable and replaced the tips on it, also checked the coax on the box saying it was "loose" and that it should be fixed also opens up merlin to show everything is "green" so that means its okay with no issues (yes cause merlin tool showing green = no issues)
I also told this 5th tech about the 4th tech who put a filter on and he actually started laughing really hard
- i call netgear and escalated it to a senior technician and they instantly noticed i only have 16 downstream channels locked out of 32. he recommended that i have 32 channels locked and about 5 upstream channels locked (i only have 3 upstream locked) he also noticed my upstream power level is at 49.5 dBmV and recommended it to be lowered to about 40, he told me call my ISP and tell them to lock the channels, i said okay.
- i call RCN and explained EVERYTHING again, i told them what netgear said. i asked to lock my channels. he said he cant do that over the phone and thats not at his power. he said he will escalate this to someone higher up and gave me a case number. told me i will receive a call in few days. 1 week passes and i get no call. i call back and ask for a follow up on the case, he said the case was changed to resolved and i said what? i checked my channels on my modem (16/32) i said its not resolved and i received no call. he says let me ask my coworkers, he comes back to me and says that i need to have a tech to lock my channels. oh great another tech during covid season! and most of them wear their masks below their nose...
-i had billing issues with RCN so i had called them and the guy noticed all my tech issues. He told me it has to be with the node outside or something with the box, he noticed my ping/latency randomly spikes every now and then and told me that he also has netgear and that netgear told him to lock the other channels and he told me that locking the extra channels doesn't do anything but he still helped out and wrote a LONG note for the technician about the node and to check the line for X Y Z and i confirmed with him when the tech comes i just tell him to check the note right? he said it's not needed as they should be able to see the note before coming (this caller scheduled the tech for me so i assumed because he did it, the tech can see this note)
6th tech comes - i told him if he read the note the guy on the phone left and he said "what note" i said i called RCN and he gave you a note, i even called at 2am to double confirm that the note is on my account. he said he cant see notes. so i told him can he lock the other channels and he said he cant do that and only does signal stuff. im like "what??? what do you mean you dont lock channels?" he says he doesnt do lock channels stuff and only does signal stuff. he calls dispatch to lock my channels and they said "i can reprovision it" oh no, not this reprovision again, thats 100% going to lock my other channels! i told him to check the node and the box and he says let me call me supervisor, calls his supervisor, doesnt answer. i told him can you just wait to let me call RCN so i can pull the notes up for you and he basically tries to avoid that convo and tried to leave asap telling me that a supervisor will call me (im willing to bet i wont even get a call lmao)
UPDATE: I did not get the call.
like what the hell is this system? why is RCN so clueless and terrible? why don't they teach their techs properly? why do they say one thing and say a tech can do this but when a tech comes they cant do that? I should honestly quit my job and become a RCN tech if it requires ZERO experience to become one.
My favorite tech was the guy who added a filter on my coax cable saying it would fix it. LMAOOOOO
does anyone else faced this many issues with RCN?
this service is straight up DOG.
Modem: Netgear CM1000 & CM2000
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