epm
@68.42.x.x
| I work for comcast
yup...it seems DNS is out yet again. I work in the call center servicing michigan, indiana and kansas. I honestly have no real information except there are 170 people in my queue and there's like 200 people in this call center. It almost feels like an attack or something cause it seems like the same time every night.
If you must call tonight, try not to be mean, Last night I had nothing but intentionally mean people that admitted to calling and just being mean. There's really nothing I can do so what's the point right? |
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MDColson
join:2002-12-20
West Hartford, CT | Understandable... How about you just post updates here as you get them?
MDColson
--
»www.mdcolson.com |
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jakoe420
join:2003-09-05
Knoxville, TN
clubs:
1 edit | reply to epm
man i feel for you...lol I would not want to be in your shoes right now
stick it out don't let them get to you
it's not your fault |
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epm
@68.42.x.x
| reply to epm
yeah, I've been using the DNS servers I saw on another thread here and they've been working so at least I have something of a fix for people. It seems like the entire country is messed up. The IVR on the phone is saying 4AM for an ETR but last night I noticed a lot of places started working around 11:30.
Uh oh, i'm getting the mean people calling now. |
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somebodeez
Premium,MVM
join:2001-09-24
here | Good luck to you! |
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nakedland
join:2002-05-18
Friday Harbor, WA
 ·Comcast
 ·Verizon Online DSL
·Comcast Formerly ..
| reply to epm
That's a shame that people have to be mean.
Reminds me of when I worked at O'Hare, it was a blizzard outside, no planes going anywhere, and we had this one guy who cursed us because he couldn't get to LAX. Said he would never fly our airline again. He left our counter to try another airline, 45 minutes later, came back and apologized...said "I guess this storm is affecting everyone"....then demanded we compensate him for the delay.
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"My son defends our freedom in the USAF" |
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CableTool
Poorly Representing MYSELF.
Premium
join:2004-11-12 | Get off the internet and answer the phones! 
The only information we have recieved internally is that the DNS is down and there is no ETR. |
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epm
@68.42.x.x
| HAHA.....no kidding right...still got 119 in queue...Calls have been taking a bit longer due to me giving out DNS IPs. They haven't given us much info either though....they finally posted the IVR on the phones though so maybe the queue will start to go down. |
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lcplwan
join:2002-12-25
Sacramento, CA | Hey is it possible for someone to write a letter and have tons of comcast customers sign and say we demand a refund?.. this is seriously stupid.. lucky that we can use other DNS servers... we should get like a free month or something.. |
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fast track
@adelphia.net | reply to epm
Comcast users reboot your pc and your internet will work.... |
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Justin413
join:2003-07-22
Methuen, MA | reply to epm
why dont you guys just change the dns.. this will solve the problem, geez! |
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fast track
@adelphia.net | reply to fast track
they have reverted to local DNS servers if you reboot your PC you can surf i did and i am now working |
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epm
@68.42.x.x
 from:
jkj860 
| reply to lcplwan
Well for one they usually only credit per 24 hour period. But if you want to be credited for the time you were down by all means have at it.
About $42.95 /month for CHSI and $3.00 /month modem rental gives you $45.95 a month for internet. That's a $1.48 a day and since the outage was for maybe 9 hours (7pm to 4AM) that's a whopping $0.56 for tonights outage. If you want to expell all that energy in a written petition go for it, you're certainly entitled to it, but I'm not sure it's worth it. |
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Meaky
| reply to epm
I was wondering what was going on, for the first few times it did it I just laid back and played a game, I then got fed up and told someone to google it, thank god for changing DNS servers.  |
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luckylar
join:2002-01-29
Hixson, TN | reply to epm
It may be only $.56 BUT if Comcast's 9 million customers demand that, it's NOW 4 1/2 MILLION DOLLARS!!!! |
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J1000
@comcast.net
| reply to epm
epm, while I'm not the kind of guy to call up and demand a credit, I do feel the need to point something out (just FYI I'm not irate at all here, just being philosophical).
When you pay a monthly fee for service you are not agreeing to outages. Regardless of what the fine print might say, customers expect constant access (and rightly so). If they were told ahead of time that service would be down at random once a week or so, they would probably just choose another provider who promised more OR they would expect to pay a lot less.
When service stops without notice that violates the customer's expectations and you can't break that down into a per-hour dollar amount just by dividing the monthly cost into minutes. Maybe Comcast isn't legally obligated to give a credit of any sort, but to rebuild goodwill with the customer they are going to have to do that and more. Even if I'm not the kind of guy who complains to the help desk I'm definitely going to remember outages the next time I choose a service provider. Heck that's why I'm not with SBC anymore! Generous credits are one of the only ways to restore the relationship with the customer. |
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lolatepm
@wideopenwest.com | reply to epm
This is why comcast sucks so much. They have hundreds of calls and there call center people are surfing the internet and chillin out. OMG... |
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BudBob
Premium
join:2003-01-01
Mckinney, TX
·RoadRunner Cable
| reply to epm
Being a Sr engineer I would sit my staff down and ask WTF is going on. This is supposed to be the easy part of the internet. Then after 3 nights of this the heads would start rolling and tools would be left at the front door.
The people that monitor the internet in forms like this will adjust (I haven't used Comcast/ATTBI/TCI DNS for 5 years) but the average user has no idea what is going on and that number would be in the 3 to 4 mil.
If I ran a business like that I would not have too many customers after this. |
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Confusatron
join:2002-01-03
Ypsilanti, MI
1 edit | reply to luckylar
said by luckylar :It may be only $.56 BUT if Comcast's 9 million customers demand that, it's NOW 4 1/2 MILLION DOLLARS!!!! LOL!
I usually take the "my time is not worth the $1.50 or whatever they will give me", but I think I may call in on that idea alone
said by BudBob :If I ran a business like that I would not have too many customers after this. The key is to run the only business in town. That tends to limit customers' options... |
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epm
@68.42.x.x
| reply to epm
Truth of the matter is...EVERYONE has outages. Not just Comcast. Comcast gives credits based on 24 hour periods of downtime. Breaking it down hourly isn't something we do, as it's ridiculous. However when people call simply to yell at me and then demand a credit for the "time they were down" absolutely will I give them a hourly breakdown just to illustrate how ridiculous they're being and that usually gives them pause. People are always complaining about how expensive high speed internet is, but when you look at it as about $1.50 a day ($0.06 an hour) it doesn't seem so bad. It just really get's to me when people whine about thier internet needing to be there because they work from home or have a home business. It states clearly in the user agrement that the service is for entertainment. If you're using it for a business, there's a business service that runs on completely different servers. All the other cable companies have the same clause in their contract.
Things happen. Servers go down. It's a fact of life and no cable company (or DSL) is exempt from it happening |
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