Comcast stopped working for me last week, giving a "account info not found"
page. It pulls an IP and is obviously connecting to Comcast, but somehow they
seem to have lost my record.

Called tech support on Saturday and the ticket was escalated, but as of
Wednesday I still haven't heard anything from them. I've called for a status
report twice, and was told both times that I'll be called when it's fixed, so
"stop calling"

Any ideas?

TIA,
Keith

Keith Whitney wrote:
I guess I do not fully understand... You cannot connect at all, or you
cannot connect to the Comcast web site/account management? If you
cannot connect at all, you are connecting to the web site via another
method, i.e., dial-up?

Q

On Wed, 25 Aug 2004 14:09:38 -0400, Quaoar wrote
(in article <luCdnXurZa14SLHcRVn-iA@comcast.com>):

I am connecting via my cable modem, but cannot get beyond Comcast's "account
info not found" web page. I can ping Comcast, but nothing beyond.

--
Keith Whitney

"Keith Whitney" <keith_whitney@yahoo.com> wrote in message
news:0001HW.BD525A86009C6856F02845B0@news.newsguy. com...
You can or cannot ping mail.comcast.net? I've never seen the account
info page, probably since I don't have an account problem. Open TCP/IP
properties in your connection, select General tab, Advanced button,
Options Tab, TCP/IP filtering properties button. On the filtering
dialog, check Enable.... and then Permit All on all three
ports/protocols.

Q

Keith Whitney wrote:

Assuming that you're entering the correct account number, this is
something that only Comcast can fix.

Make sure you're using your account number from your most recent bill.
There is also a second number that needs to be entered. _Usually_ it's
the last 6 (I think) digits of your account number, BUT if you are in a
market that used to have separate accounts for cable TV and Internet
service, it is probably the last digits of your original Internet
account number.

Did you recently get a new modem? A new modem would trigger this
situation. Someone putting your old modem on the network somewhere else
could cause a problem, too, if it wasn't properly removed from your
account.

It would be very unusual for the account information to disappear from
Comcast's system. Accounts are primarily tied to the physical location.
Sometimes people moving into new subdivisions can't get service
immediately because the GIS systems haven't been updated, and their
location doesn't exist yet. If for some reason the latest GIS
information eliminated your residence, it may take a lot of work to
figure out why, and how to get it back in so it isn't just deleted again
with the next GIS update. This could happen if you're living in a flat,
back house, townhouse, etc. that wasn't created legally. If your local
government has decided that a two residence house was never properly
subdivided, they may have updated the GIS information that Comcast gets.

So this problem could be as simple as a typo in the account number, or
as complicate as a huge problem with GIS information, and questions
about whether your residence legally exists. Or it could be a major
screw-up by someone dealing with GIS information.

If you're not getting satisfaction from the call center (which may not
have access to any information relative to some of the behind-the-scenes
stuff involved), you may want to take a trip to your local cable company
office. Not a remote customer service store. The office where the
behind-the-scenes people actually work.

--
Warren H.

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