someothercomcastguy
@wccnet.org
| reply to outraged at comcast
Re: I work for comcast
outraged at comcast@comcast.net posted:
I'm speaking from much more anger than this.
Dude listen to yourself. You have some serious anger management issues it that is your opening line to a post on this forum. Things happen, I don't like having these outages anymore than you do. I like coming into work with all of the peeps happy, systems online, and customers issues an easy fix; but they don't always go that way. Screaming at the phone reps does you nothing but turn us off to helping you or doing anything for you. Keeping an open mind to what's going on and allowing us to tell you what's going on or explaining a simple fix works best for everyone involved.
BTW, business services are 5-10 times more that what YOU PAY for your residential grade service. Have you looked at how much business connections cost. Last time I looked a T-1 line cost about $400/mo w/out equipment rental. Those are guaranteed up-time 99.99999% with insurance that you pay being extra. So there you go... So complain about your $42.95 connection costs there... |
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epm
@68.42.x.x
| reply to nosnam
You can bite me dude, I can't help it if they don't tell us anything. And yeah, I gave out DNS servers to actually try to HELP people instead of telling them to suck it up.
And for the record I never said we were being attacked.
way to lash out like a child. You look really cool. |
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nosnam
join:2005-01-31
Donora, PA
| reply to epm
what a f'in loser, if your work for the company (like I do "for real") you would know it is against company policy to give out any dns or any other info that is not officially used or supported by comcast. you would know why we are going down all the time is because we shut down the old attbi dns servers and are only using 1 main and 1 secondary with backups in philly and denver that are not working. and since heavy usage is at night the dns servers crash, thus very slow speeds, we are not being attacked and get some more tape for you black lense glasses you geek |
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someothercomcastguy
@wccnet.org
| reply to captainjy
OK, first of all, the peeps that work at Ann Arbor for Comcast, are not scripted. Heck, most of us hold degrees in IT and certs from various orgs out there. So saying that we are scripting morons is lame. You want scripted, call Dell, HP, and so on. Problems like these are hard to track down. It's possible that this is an outside attack, they are not saying it, but it's possible. Remember, there are millions of dns queries per second, and it's easy to be one that can get through those queries unnoticed. IDS's that monitor things like that are programmed to catch morons trying to poison dns caches and so on...
It's only a matter of time until the logs are looked at and to see what is causing the dns outages. So just be patient and things will sort out. Like everyone else mentions, outages can occur and NO ONE is excused from any sort of outage in any IT arena. Saying other wise and your LYING. |
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Winnipeg Comcast Rep
@shawcable.net
| reply to imrf
I'm a Comcast tech rep that works at the center in Winnipeg Canada. I am thanking all the people that have called in about the outage and has been nice to me about it, you people are good American neighbours. For the people that say the Canadian tech supports sux, well let me tell you that our center has the best stats for problem resolution than of any other Comcast call center. Additionally Comcast is expanding their operations here than reducing them, due to my well trained colleagues that are good at customer service and support. For those individuals that think they know everything and wants a truck roll every time something happens to their Internet, please try to be patient and let us try to help you. Thanks.  |
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vasgomd
join:2005-04-14
Parkville, MD
|  reply to Chicago_DSL6
hahaha that sent my beer thru my nose Chicago_DSL!
I think Canadians rule and remember seeing on 60 Minutes that they have the most trusting accents for this type of work. The whole Attack Canada thing that the Bushies have got going is just really stupid. I think people who attack call center workers over the phone are just taking their own rage out on someone they perceive as lower or at least is a "captive audience". They probably perceive Canadians as somehow below them because Fox News and Rush tell them to and they are really just sheep anyway ...tho they like to play the big bad wolf over the phone. (or its that addiction to Streaming Porno!)
the word Sally just makes me laugh tho. |
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deasol
| reply to epm
well with comcast we had a person come out in a truck end up just leaving with out actually fixing anything he got pissed off said a few things and left. Had another guy come out and fix the problems we were having. also they kept insisting a lighting bolt cud not have killed all the computers on the network. The problem affected several houses too. oh wait the cable line was never grounded. That was what we tried to tell the one guy who got pissed off and left. |
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Blam
Penguin Power
Premium
join:2002-02-06
Philadelphia, PA
| reply to Comcasttechguy
I remember speaking to my first Comcast Canadian quite awhile ago - from the call center near Toronto (not sure if they are still there or what). Soon as I heard "a-boot", that was it and I knew that my call had left the country. Before whenever I called, I always got the local Philly office. I remember before ending the call, asking the guy if he was Canadian and he said yes and he told me where he was ("across from Buffalo, NY").
Seriously though, there are many of us who feel it's a waste of time in many instances, for Comcast to direct the rolling of trucks as much as is done. I can understanding doing so to swap modems out and fix bad taps or splitters, etc. But there are times when it it strictly a network thing - or even at the headend. And for the average working person to have to take off from work if they can't get a Saturday or Sunday appt., is just a nuisance - all to find that it had nothing to do with the customer. Somehow/someway, there needs to be some better monitoring in the localities of the equipment out there. But most importantly, there needs to be a helluva lot better communications between the higher tiers to the call centers to get status updates to them. It seems ridiculous that there can be a DNS outage and the call center has no idea that this is what has happened other than figuring out that something is wrong when so many calls have bombarded the phone system, that it crashes.  |
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FED UP in INDY
| reply to hdhdhd
The first night I asked for a day credit. The 2nd night a day credit. Last night I POLITELY demanded a full month credit and I was given $42.17. I checked this AM and it was showing on my bill. |
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05max99
@comcast.net | reply to epm
what are the alternate dns addresses, and how do you change them.(using a router) if it applies |
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Chicago_DSL6
join:2003-08-04
Palatine, IL | reply to Comcasttechguy
Canadians might not be as dumb as the other poster mentioned, but they sure as hell are a bunch of SALLYS! |
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Comcasttechguy
@209.51.x.x
 from:
Taranis 
| reply to BudBob
BudBob
Are you implying Canadians in general are on a level of intelligence that is lower than the average American? I can assure you this is not the case. This may be too general of a statement, because Canadians on general have a higher standard of education than most Americans.
That's not to say Americans are stupid, just like everywhere else there are stupid people.
I find however (this may be too general of a statement) most people from Texas are ignorant and have large egos, and when they talk to one of us Canadians, they get all flustered and are insulted when they have to talk to someone of lower intelligence. However the funny thing is, they seem to have problems finding the start buttons.
Other places when I tell them I'm from Canada, they seem to be excited, or happy, many people (esp people from Cali) seem to be happy they are talking to Canadians, and they are nice to talk to.
The thing is, if you're nice to me, I'll be nice to you. I'll pull all the string I can to make you happy.
If you're an arrogant punk, I'm going to do bare minimum. As agents we're human too. Treat us like one.
We have no scripts, we have to know our shit. BUT we HAVE to follow procedure or we WILL get in trouble. There are certain things we are 'required' to check, if we don't check those and we skip steps, guess what, we get in shit.
The thing is, we have to be TOLD there is a problem, we're not Gods, we're not mind readers that know it all. Unless if someone from the network maintenance guys calls us up and TELLS us, we don't know there is a problem.
Maybe you don't seem to realize how the flow of information goes.
This is how it goes, let me dumb it down.
People phone they have certain issues...we record and mark them down...oh look lots of people are calling with the same issue...lets let the networking people go out and investigate...they go out look at the problem, find out what's wrong, THEN they tell us.
Again I don't mean to insult anyone here, but people sometimes have to sit down and think things through in a logical manner.
Hopefully I won't be doing this Job much longer, I'll be graduating soon...oh...and maybe someone off here will be serving me burgers at mcdonalds as I pull up in my porsche
For most problems, we powercycle-reboot. If your modem gets no sync, that's a truck.
If your modem has sync, well then there's trouble shooting involved.
And unless if the network techs tell us something, we don't know there is an outage.
I'm just doing my job, talking to a nice customer only makes it better.
Oh and I do provide credits  I'm nice that way.
If you're nice to me, I'll be nice back. I know my shit, so do most of the people here. However it's true that some don't |
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comcastUT
@utah.ed
| reply to oldTDNickell
I may not be one of the helpless millions (I actually called comcast to tell them that the DNS was down) but when your internet is dead and the recording tells to to check comcast.net, I think the audacity/unsensitivity incenses the customers and makes them meaner. As for me, as soon as I heard the 30 min wait, I knew they knew and hung up.
-wash |
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entropy1
Premium
join:2002-09-25 | reply to Mortal Komcast
LOL! |
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Mortal Komcast
@speakeasy.net | reply to epm
"Attention K-Mart shoppers, AOL has re-stocked their 1000 free hours cds in the electronics section. Remember coffee purchased in our cafe is extremely hot. Burger King also no longer makes western cheeseburgers."
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EPM
@68.42.x.x
from:
sortofageek
| reply to DSA
for the record dsm, I've NEVER denied we have a problem. What would that even get me? besides it's much easier to tell a person about an outage I have no control over, offer a possible solution and give them an ETA then to hide the face that DNS is down and try to troubleshoot thier PC.
That's just stupid |
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oldTDNickell
Premium
join:2000-12-19
Federal Way, WA
| reply to pkarlos_76
said by pkarlos_76 :said by muxx :How hard is it for Comcast to put a recording on the support line, with instuctions on how to change to a different DNS server temporarily. Then your calls would by cut by 90%. They cannot legally do that, they must advise customers to use only comcast dns servers. Do you want comcast to be liable to be sued if they advise customes to use others servers, do you want your rates increased to pay legal bills. All you have to do is what the Comcast tech's do over on the Comcast.net help forum.Tell them to come to BBR and the Comcast forum.We will give them what they need to stay on line.:) |
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pkarlos_76
join:2004-08-24
Edmonton, AB
| reply to muxx
said by muxx :How hard is it for Comcast to put a recording on the support line, with instuctions on how to change to a different DNS server temporarily. Then your calls would by cut by 90%. They cannot legally do that, they must advise customers to use only comcast dns servers. Do you want comcast to be liable to be sued if they advise customes to use others servers, do you want your rates increased to pay legal bills. |
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muxx
Premium
join:2002-09-26 | reply to epm
How hard is it for Comcast to put a recording on the support line, with instuctions on how to change to a different DNS server temporarily. Then your calls would by cut by 90%. |
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