pdq2
@198.72.x.x
| Not exactly crybabies...
I can do without internet for an evening. What irks me (as the "tech support" person in the household) is that for a person who doesn't know how to ping servers or set up their own DNS, I have to wonder what part of my setup went bad- is it my computer? My router? Comcast?
As people here have pointed out, even if you were able to get thru to comcast last night, they got the standard inane "It's probably your fault" scriptreaders.
I was mentally scheduling time to troubleshoot this weekend and probably buy a new router (now that my existing one is aged- over a year old!). Fortunately, (1) things were back up this morning and (2) these forums and others make it clear it was Comcast's problem.
It would just be nice if Comcast could somehow _tell_ us they were having problems, rather than having us all chasing our tails. |
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Ga Dawg
join:2003-09-11
Marietta, GA
| said by pdq2:
It would just be nice if Comcast could somehow _tell_ us they were having problems, rather than having us all chasing our tails.
How do you propose they tell each customer that there are problems? They can't email everybody, since DNS is down and nobody can check email. Do you want a phone call from them? |
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midranger4
Stupid Is No longer in Vogue
Premium
join:2002-01-18
Levittown, PA
| Who is inferring all customers should be notified?
However when a customer calls Comcast Tech Support while a known network problem is being experienced they should not be made to feel the problem is on the customer side.
Internal Comcast communications are sadly lacking if front line support personnel are either unaware or prohibited from informing customers their is a network problem.
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When your freedoms erode to the point of outrage look to a mirror to find the reason why. |
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Chodite
join:2003-08-21 | reply to pdq2
I totally understand.
However, when I called Comcast tech support last night, I got a front-end message mentioning the outage. |
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richdelb
Go Hawks Go
Premium
join:2003-01-22
Algonquin, IL
 ·Comcast Formerly ..
| reply to midranger4
"Thank you for calling Comcast. A nationwide network problem is preventing many of our high speed internet users from connecting to the internet today. Our technicians are aware of the problem and and working to restore all services as soon as possible. We are sorry for the inconvenience this may cause and appreciate you being a customer. This message was last updated at XX:XX on xx/xx/xxxx, and will be updated as more information becomes available. Thank you."
This is all I am looking for when I call. A simple status message.
What am I missing that makes this impossible to do? |
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wings10
I Am Legend
Premium
join:2004-06-09
South Elgin, IL | I agree! |
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mario44222
join:2003-11-22
Cliffside Park, NJ | reply to Chodite
Install the treewalk program and your problems are gone. I gave the program to two comcast users and they thanked me that they got this program because it works! |
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so stoned
| reply to Chodite
I dont care if their DNS server goes down everyonce in awhile...They got the fastest speeds here in MD (besides the VZ Fios that we will most likely never get in this area) and great latency... Ive had Road Runner before, Sprint DSL (the worst ISP ever) and only Comcast surprised me with single digit pings to a few east coast Counter Strike servers...
The connection is very fast, and reliable... and i feel like paying $50 for 6200/768 is normal... that is VZ who overprices their DSL, and Speakeasy...did you even see speakeasy's prices??? what a freakin rip off!!!
DSL is overpriced, period.. |
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so stoned
| reply to richdelb
"Thank you for calling Comcast. A nationwide network problem is preventing many of our high speed internet users from connecting to the internet today. Our technicians are aware of the problem and and working to restore all services as soon as possible. We are sorry for the inconvenience this may cause and appreciate you being a customer. This message was last updated at XX:XX on xx/xx/xxxx, and will be updated as more information becomes available. Thank you."
I usually DO get that message when I call, if I have problems, but only if its a local problem... If its nationwide, though, I completely understand Comcast.
Its a huge company, and when their network goes down.. how many customers are dialing the same number at the same time? oh...you get busy signals, or static? Well this is probably because the phone company who provides phone service to Comcast is overloaded by your calls.. |
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Galvage
join:2004-02-11
Taconite, MN | reply to so stoned
I think I'm gonna call and ask for a couple months free because of the hassles comcast has given me over the last month. |
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caktusrn
join:2004-01-10
Palmyra, PA | reply to so stoned
HEY !!!! F.U TechGuy200504..... I did drop comcast went to satalite and back to dial up.... so instead spending 100 or 120 a month now its only 60 bucks...lol i could understand if i didnt have a life...but damn i do !!!! |
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mbernste
Boosted
Premium,MVM
join:2001-06-30
Piscataway, NJ
·Comcast
·Optimum Online
| reply to Ga Dawg
said by Ga Dawg  :How do you propose they tell each customer that there are problems? Create a TV channel with status information. 95% of the time it will probably say everything's a-go, but when there is a problem, people can tune to the channel and see what's down. This would save phone calls and clear the tech support lines for other issues. The trick is getting the word out that such a channel exists.
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Comcast BBQ |
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stridr69
join:2003-05-19
San Luis Obispo, CA
| That is a GREAT idea. Why not have a "HSI status" channel on Comcast letting folks know the status of their connection.
I'm going to present the idea to my local Cable Co. as well as my local city officials on this idea. and if this means I lose one of my "shopping channels"..then so be it.
God forbid it would be one of the religious channels that got axed(sic.). |
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Unw311
join:2005-04-13
St Thomas, ON
1 edit | reply to caktusrn
Hmm..
There's so many points to comment on in this thread that I am sure I'll forget some..
Nice to see some of the useful, helpful information posted of course. And the normal amount of complaining is to be expected...complaining gets you nothing of course..don't like something...change it...it's that simple.
It's odd though to see major outages like this happen, and it isn't just Comcast having 'issues' either, so when all is said and done and the smoke clears it will be interesting to see what's really going on.
For those that love to complain about a companies support, in this case Comcast's, you really need to go out and try a job like that for a little bit. Some of you probably do.
'Scriptreaders' is my favorite expression. Most people sit there and assume when they call into any company for support that the people answering the phones are actually made aware of issues that are going on. That just makes me laugh. Do you honestly believe these people are given any more information than you? That's like believing the men and women in Iraq have been told the real reasons they are there.
Another interesting part of the 'scriptreader' thought is that when you call a company you're already expecting a 'scriptreader' so I'd bet in most cases you treat the person on the phone as such rather than treating them as what they are, and actual person. What goes around comes around I suppose and I'd be willing to bet your crappy support might have something to do with how you treat that 'scriptreader'.
For everyone that calls in to any company expecting a 'scriptreader' you can bet that the person answering the phone is more than likely expecting an 'arrogant know it all who believes they are the only person that matters'. Next time you call into a company for support trying remembering you are talking to a real person and treat them they way you'd like to be treated, you might find the results to be a bit more to your liking. These people don't have magic buttons labelled 'fix this persons problem now' you know.
Now that's not to imply everyone here is like that, surely we're all good people. It's food for thought and I bet anyone that's done a job like that will agree.
Let the flames begin... |
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indeed000
@shawcable.net
| THANK YOU UNW311!!!
I Actually DO tech support for comcast...these issues ARE as aggrivating as everyone here has mentioned...especially for us...personally I enjoy giving any customer who calls in and asks for info as much as they can handle...however...if I'm not given that info...there's nothing I can do but speculate...and unfortunatly I hate speculating...complain at us all you want...we're called the frontlines for a reason...thats why we're there...but it doesn't change the fact that if a DNS server goes down, what can you expect a phone operator to do?
Again let the flames begin, just my two cents, and to let you know we (as agents, not as a company, I in NO way speak for comcast, this is just MY personal opinion **end disclaimer**) are equally frustrated with our inability to help you while this had been happening...I feel for you, i really do...
(oh, on a sidenote, those of you uploading your taxes and panicking because you can't do it...A) not alone --- b)what were you doing a month ago that was preventing you from doing them then?
A venting phone agent who feels for you, but also wants you to look at our perspective for one minute before we pick up the phone and say "thank you for calling comcast"...we appreciate when you co-operate with us... |
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midranger4
Stupid Is No longer in Vogue
Premium
join:2002-01-18
Levittown, PA
2 edits | said by indeed000:
(oh, on a sidenote, those of you uploading your taxes and panicking because you can't do it...A) not alone --- b)what were you doing a month ago that was preventing you from doing them then? While the previous two posts serve only to try and minimize the role played by support staff at Comcast your remark above cannot be left unchallenged.
Who the hell are you to tell anyone when they should file their taxes? If a customer is paying for high speed internet access they should expect to be able to use it and your inference that e-filers should be sending their taxes up much sooner so to avoid potential delays caused by Comcast is hilarious.
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When your freedoms erode to the point of outrage look to a mirror to find the reason why. |
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Mr_icepik
@comcast.net
| reply to indeed000
Re: Comcast is Intarded....getit?
dude, i did tech support for three , almost four years... Our motto was simple. If they had a dial tone (back in modem only dayz) and we could configure their stuff along with us, we stayed with them TILL IT WORKED (OR) THE PHONE CO, told me ITS BROKE ON OUR END>>>then, we would YES! Tell the customer we, not me, I was the "poor phone guy",bs, I couldve taken another job anytime! that had to tell the customer it was OUR FAULT> So, this dont yell at the messenger stuff only tells me you need more time on the phones, more xanax or a different job....comcast does (for the most part "be polite") but that don't cut it when I get bs'd and I end up telling the schmuck on the other end to check it out, why can i run command and ping the white house and not pull up whitehouse.gov?? hmmm. think there might be a clue? shiiiiiiit, just ask Larry the Cable Guy, he'll tell ya IM "GETTIN R' DONE">>>>Comcast needs to stop running their HI speed commercials and focus on WORKING ON RESOLVING ISSUES.. (ie-spend $ on real techs. and not some poor sob with A+ stamped on his forehead) read that (TAG) and some others POOP:) have a nice day, The Pik |
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Parkerr
| reply to midranger4
Re: Hmm..
Many people do not have a simple 1040 where you just drop in your W-2 information. If you have an interest in partnerships or s-corposrations, you must wait until you receive the respective k-1s in order to file a correct and accurate return. |
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