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needing a direct online chat link for a techncial representative of Comcast

Posted on 2015-02-06
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Last Modified: 2015-02-07
Hello and Good Morning Everyone,

            I have a friend of mine who is needing help interfacing his Comcast hardware with a 16 port switch.  Realizing the complexity of this task, I feel it is better for him to contact Comcast.  As I understand his situation, each of the cables connecting to the switch are unlabeled.  When a cable got disconnected or connected into the wrong input port of the 16 port switch, he is no longer able to view certain television programs anymore.  Since I use AT&T as my service provider for television, internet, and so forth, I am naturally unfamiliar with the hookups and configurations used by Comcast.  At any rate, could someone provide a direct contact online Chat link with a Comcast technical representative?  Or, perhaps a YouTube link or multimedia clip which takes a Comcast user through the steps of setting up and configuring their setup.

              Any assistance given in reply to this question will be greatly appreciated because I really do want to help him.  He is at the point of frustration and I certainly can relate to that from time to time.  

               Thanks so much in advance for any help given.

                George
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Question by:GMartin
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LVL 26

Assisted Solution

by:pony10us
pony10us earned 500 total points
ID: 40594013
This sounds more like a switch port configuration issue than a Comcast issue.  Has your friend verified the switch configuration?
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Author Comment

by:GMartin
ID: 40594335
Hello and Good Afternoon

               The switch that Dr. Scott is using is a TP-LINK TL-SF1016DS 10/100Mbps 16-Port Switch, 13-inch, Rackmount, 3.2Gbps Capacity .  With respect to verifying the switch configuration, could you provide step by step instructions for carrying out this task using the mentioned switch?  A YouTube video or any other multimedia link would certainly help to make sense of the logistics involved in properly configuring the switch.  

                With respect to my knowledge on this matter, I know how to log into a router and access the setup information and make changes as needed.  However, I do not have any experience with a switch.  Therefore, this will be an excellent opportunity for me to gain some extra knowledge on this matter as well.

                 In closing, I look forward to hearing back more from you regarding the necessary steps for configuring and verifying the switch's configuration.

                  Thanks so much once again.

                  George
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LVL 26

Accepted Solution

by:
pony10us earned 500 total points
ID: 40594442
Okay, this is a different situation then.  The TP-LINK TL-SF1016DS  is a plug and go switch with no configuration necessary.

Given that I have AT&T for Internet as well I am not sure I can be of further assistance other than to answer your original question so you can go here for Comcast Support Online Chat:

https://www.comcastsupport.com/ChatEntry/Protected.aspx
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Author Comment

by:GMartin
ID: 40594581
Hello

            Thank you for your additional information.  Just out of curiosity, is there an audio/video link which illustrates connections made between the tv, any box that Comcast provides, and a 16 port switch?  I believe if he could get a visual, the inputs on the switch would make more sense to Dr. Scott.  By the way, I did send him the Comcast online chat link.  Thank you so very much : - )

            George
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LVL 26

Assisted Solution

by:pony10us
pony10us earned 500 total points
ID: 40594726
It seems pretty simple.  Looking at the Users Guide http://www.tp-link.com/Resources/document/TL-SF1016D_UG_V2.pdf there is diagram.  Substitute the Cable Modem for the Router.

My concern is the comment
he is no longer able to view certain television programs anymore

This makes it sound like he is connected and receiving properly however something may have changed in his service with Comcast.  Can he connect a TV directly to the modem and receive the "missing" channels?
0
 

Author Comment

by:GMartin
ID: 40594929
Hello and Good Evening

             Thank you so much for your follow up.  I went ahead and sent Dr. Scott an email which contained the Users Manual for the TP-Link network switch in addition to your question which needs an answer.  As soon as I hear back from him, I will provide further updates.  The outcome of this will certainly help narrow down what is going on.  

              George
0
 

Author Comment

by:GMartin
ID: 40594941
Hello

          Upon closer visual inspection of my friend's email, he is referring to missing features and not missing channels following the cable guy's visit. Basically, he  wired two TVs for cable but he somehow/somewhere must have detached an ethernet cable that went to one of his TVs so he does not have some of the TV's features anymore.

           Sorry for my miscommunication here.  Hope this helps though.

           Thanks
         
           George
0
 

Author Comment

by:GMartin
ID: 40596325
Hello and Good Evening

              Thank  you so much for answering my original question in addition to the feedback given in response to my follow up questions.  While I did refer your follow up suggestions to my friend, I did encourage him to use the online link and contact a technical representative at Comcast.  I believe that will be his best bet under the circumstances.

             Thanks again for your help and have a great evening.

             George
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