Newegg
Supreme Ideology
join:2004-11-14
Atlanta, GA
| reply to baldy
Re: I work for comcast
said by baldy:
glad to hear you got a credit.
my main complaint with Comcast is they keep you in the dark. yes, the recycle thing works sometimes, but, frankly, i find that to be the standard line for everything when you call tech support.
No matter what you got recycling better fix it hahahah
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30Mbit makes 6Mbit look like dialup around here. |
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mdhinkle
join:2005-04-13
Arvada, CO
| reply to epm
Well the Business servers are EVEN WORSE!!!! I have home internet from comcast. I also work 3 blocks from home and we have Business COMCAST and we have been having MORE outages with that than my home service. and further more I spend 5 hours try to get thru to the Busin Tech support this morning, and the IDIOTS can't even transfer a call with disconnecting me and when I do finally get a living breathing person, he tel me that the program he needs isn't working and he has to change computers and will call me back in 10 minutes, well that was 3 hours ago. |
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BamPebbles
join:2004-07-29
Telford, PA
| Well, There really no difference with Comcast Business connection and residential, other than you pay more for the service ( because they are assuming that you will be using more bandwidth/time). (waiting for comments on this, since i already know the answer)
As for this issue, I worked for 2 years as a level 3 tech support engineer for Nortel Networks and my client was Sprint. I know if the voice/switch/VoIP servers went down for more than a half hour things would be escalated every 30 minutes, and butts would fry. So it seems that QOS does not apply for Cable broadband providers.
I have both Comcast and Verizon DSL, and i was a previous customer to Optimum Online. All I know is Verizon had an outage a month or so ago, and I didn't even complain and i got a credit for the problem. Same thing a Optonline, they would take it upon themselves to make good to their customer base. Comcast should come clean from a customer relation point of view. If they do not, Verizon will take their business with the new DSL speeds. Its hard to believe but it will happen. And as soon as FIOS is available I will probably dump cable all together. |
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Rage299
join:2004-12-23
Berlin, CT | reply to epm
im a field tech for comcast out of CT and yes its a DNS issue again and thats all i can even find out, its mainly nothing to do with the lines outside, all server stuff. im hopin they fix it as well its a nightmare out here |
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maedata
join:2000-10-06
Hilton Head Island, SC
| reply to epm
just replace the bad server(s)...
This should not be such a problem.... The fact that this is repeating says something more serious is really going on... Same thing occured right before athome shutdown for good. I think someone needs to question comcast what is really going on....
If this was simply a dns server issue the worse case would be to replace the bad server. If they are using a super mini or super computer like a SUN 10K to handle the load i can see it taking a little longer, but a quick fix in that case would be to distribute the load across a set of clustered servers (slower computers) amd that could have been setup a few hours. |
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bent
not broken
Premium
join:2004-10-04
Loveland, CO
clubs:
 ·Comcast Formerly ..
1 edit | reply to pkarlos_76
Re: I work for comcast
I'm not running a server or violating my TOS in any way. I pay $55us/mo for an always on connection that is advertised at 4meg. I never get either. And you're telling me that if had Comcasts home business intenret [sic] this wouldn't happen? eh? Why don't you have Telus come down here and run me a OC3 in to my apartment in almost rural Colorado?
The fact is that many different people use their connections for many different things. These current DNS problems are just the tip of the iceberg. If you are going to advertise something, you should at least try to make it a reality.
Heres another example of why I'm pissed at comcast: I pay $55/mo for service that averages around 1.5-2meg, while the guy across town who subscribes to the exact same service is getting consistently 4meg. Is this fair? Will comcast do anything about it? Not a chance.
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Pura Vida! |
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Comcast tekkie
@shawcable.net
| reply to epm
If you all read the user agreement, it clearly states, there is guarantee for speed or uptime, and its a violation and groungs for account termination if you use the service for business purposes. If you are losing 1000's of dollars a day, DONT BE SO DARN CHEAP, spend the money on a business package. Its on a totally different infrastructure making it more reliable as there arent that many prople using it like there is on the residential side. |
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fruhead
join:2002-01-29
Montclair, NJ
| reply to epm
Well, back on-topic...
epm, rage299, torontoleafsfan (:D), pkarlos_76 and the other CSRs (or is it CAEs this week?)...
Thanks for your input here, and your daily grind. I spent 16 years climbing poles for Comcast and understand that 'dealing with the public' can make one want to grab a high-powered rifle, get a perch up high and offer some REAL "Customer Education"! (just kidding, of course)
Go slow, be nice, and think of the great stories you'll tell your kids! This problem won't last forever.
Comcast in WDC is right - you should get hazard pay.
Keep your heads down...
-Tim from Jersey |
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Azz4
join:2000-09-19
Lynn, MA
1 edit | reply to outraged at comcast
quote:
This is pathetic. You advertise 24x7 connection. You advertise how you can get things done better and faster than dial up. Dial up was not an "entertainment only" connection. That phrase is marketing crap.
Comcast burries their buisness only information and does not make it easy to find. The only way you find out about it is becase a phone jockey gets pissy on you.
Further more, buisness only should then be cheaper. I don't want the service crap like email accounts and the rhapsody stuff and all the other streaming stuff on comcast.net. Therefore, I shouldn't have to pay as much. If you advertise "Always On," you should be Always On.
you're one of those people who would sue mcdonalds for making you fat, aren't you?
outages happen, deal with it
and the only way a comcast rep (or any rep for that matter) would get pissy on you is because of people like you bitching and moaning cause the service is not on for .001% in 365 days
gimme a break |
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torontoleafsfan
@comcast.net
| reply to epm
Also outages like this can be compared to when the power goes out in your house. Nobody knows when it can happen .. it just does happen without any warning. Or phone service for that matter. Nothing in this world is ever perfect , and no service is ever perfect. There will always be something down the line affecting it. In otherwards "Always on" just means that you dont have to dial into a service anymore. It doesnt mean anything about the quality of the service in any way. If you are able to get some connectivity , then its on. If you cannot get any connectivity , well that is a different story.
If you need to get a service credit , I would wait one day after the outage happens , and perhaps call in the morning. Patiently explain your situation to the person you talk to on the phone , and let them know in a resonable way how you feel. Never get angry at a customer service rep on the phone. They get so many calls a day and dont need abuse from other customers. They do reserve the right to terminate a call if a customer is overly abusive with foul language however. After all , were adults , and not children  |
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mtmra70
Premium
join:2001-03-22
Portage, MI | reply to epm
There were people whinning in my town when the electric company planned and notified people of a 12 hour power outage about 1 month in advance. |
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BamPebbles
join:2004-07-29
Telford, PA | reply to torontoleafsfan
the Power system is not a good analogy, you pay what you use with them. Also if the power is out for a extend period of time they do refund money for food loss. |
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bent
not broken
Premium
join:2004-10-04
Loveland, CO
clubs:
·Comcast Formerly ..
2 edits | reply to Comcast tekkie
Your biznass package isn't any better, and doesn't have any sort of up time guarantee either, so quit trying to feed us this shit. If I use my Comcast home connection to VPN into the network at work, thats a violation of your TOS? Give me a break. That clause is ment to prevent people from running commercial web servers on your network.
Your shit is broke. Fix it, and quit trying to make a paying customer look like the bad guy.
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Pura Vida! |
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StokeyBob
join:2005-04-14
Fremont, CA
1 edit | reply to epm
Dear epm,
You may want to call your own 1-800 number and see what people are going through before they have a chance to talk to you in person. I called last night and you have some very loud screeching playing in the place of a message I suppose.
It was after the number selections, passed the message to check the web page, and passed the message to install the transition wizard I think. It is very loud and I have a ringing in my ear even today. The sound was sort of like someone trying to tune and old radio and broadcasting it over a Marshall amp.
P.S. I told the person I talked to and they may have already fixed it. |
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torontoleafsfan
@comcast.net | reply to bent
Is all that language really neccesary? |
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entropy1
Premium
join:2002-09-25 | reply to bent
Lol! Awesome. I totally agree. |
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bent
not broken
Premium
join:2004-10-04
Loveland, CO
clubs: | reply to torontoleafsfan
I think under the circumstances, yes, it's justified.
Go Avs!
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Pura Vida! |
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comcastcubemonkey
@shawcable.net
| Well I'm going to add my 2 cents as another of the "canadian" call center people working for Comcast. Yes we do have scripts and yes we do tend to follow them for a very good reason.. That is our job... now getting someone who knows what they are doing and does it right goes a long way above and beyond the script. Not all cube monkeys for comcast don't know what they are doing (I'm currently finishing my B.Sc. in computer science and have a nice size LAN in my house using my local cable company) but you have to realize that due to legal and occupational obligations we have to limit what we do and do not support as americans tend to sue for everything. As far as being out this much all we can really say is sorry.
My suggestion "suck it up" it's only the internet not the end of the world. Don't call in yelling and screaming at us then expect us to go above and beyond. Flattery will only get you so far (that was sarcasm). Treat the agent right and they will treat you right also. Yell at the agent and they will treat you how you are treating them. |
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CableGuy75
@68.52.x.x
| reply to bent
Do you really think that the network folks are in a room laughing cause you can't surf the net? No, they are working, furiously, I might add, because they are trying to fix a problem that affects 9 million homes. Nor are they trying to make you look like a bad guy. They are doing the best they can with the tools and resources they have available to them. And no, a VPN will not violate your TOS, as far as I know.
And while I'm letting off some steam, to all folks who like to complain about Comcast's alleged monopoly, if Comcast is your only broadband option, then it's most likely because no other company is willing/able to spend the money to build infrastructure to get broadband service to you. In fact, there are many areas that would have no broadband options if comcast had not purchased the system and upgraded it to provide broadband service.
To those who complain about lost productivity because of business that they are unable to conduct because of an outage, I know it's already been said, but check your tos and service agreement. Comcast cannot guarantee 100% uptime. It's never going to happen. And they are not going to be held liable because of your lost time because someone hits a telephone pole and tore down a fiber line, or other problem. You get what you pay for, with internet and everything else, and for guaranteed uptime, you're going to pay a lot more.
I know all this has been said, but as a former employee of Comcast, in the field as well as the call center, I've seen both sides. The vast majority of Comcast customers are very nice people who patient when there are problems. But some people just have unrealistic expectations. And to them I say, start your own ISP, if you can do it better. |
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wafen
My woogie is Home
Premium,Mod
join:2001-02-01
Maplewood MN
clubs: 
·Comcast Formerly ..
Host:
Mediacom
Cable users
For Sale/Wanted
Electronics
Cable & Satellite TV
| reply to comcastcubemonkey
said by comcastcubemonkey:
My suggestion "suck it up" it's only the internet not the end of the world.
I agree with just about everything you said up until the above.
The first day it started I put in a movie and didn't give it a thought.
The second day, it was annoying but I did a few maintenance things on my computers.
The third day I started to get mad.
Last night was the fourth day for me.
I believe I have "sucked it up" by now and I want it fixed.
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