For curious reasons I’ll be blogging about soon, I was to told to call Comcast to open up a few UDP ports. Comcast refused to offer any assistance saying the problem was with my router or my cable modem. I asked to speak to a supervisor and was hung up on. That’s Comcast, that’s just what they do courtesy of our government’s lack of Internet service regulations.

Before trying again, I wanted to verify that my new cable modem didn’t have something to do with this. But the new Netgear CM500 doesn’t offer any real advanced settings like port forwarding. So, after a convoluted process of entering my serial number at Netgear’s support website, I called in with a support code. The robot told me I was third in line and it would be seven minutes.

It was 38 minutes before I gave up and hung up. But, it wasn’t a quiet 38 minutes of hold music, it was a repetitive cycle of “tips” like rebooting and unplugging over and over and over and over … and over and over. It’s like water boarding for customer support. There’s no real support here and the experience of calling is designed to get you to hang up.

I finally went on text chat while on hold and got a company response over the issue. I’m not sure if it’s correct yet. I’m currently caught between three different providers trying to solve a problem — it’s kind of like hell, but there’s no sign of Trump.

I’ll have a post about what this is all about in the coming week.

Posted by Jeff Reifman

Jeff is a technology consultant based in the Pacific Northwest.

One Comment

  1. any answer to this? I have the same situation I have a CM500 and am being told by Tivo that my ISP is blocking ports, my ISP tells me its my modem, but the CM500 as you state has no port forwarding or blocking settings…..


Leave a reply

Your email address will not be published. Required fields are marked *