Comcast Tech Support


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Janet > Hi Nick How may I help you with your issue today?

Nick> I'm getting 800ms+ pings on the fourth hop.

Nick> specifically, to this router: gbr6-p90.cgcil.ip.att.net [12.123.6.6]Janet > Have you cleared your cache (temporary Internet files), history files, and cookies lately?

Nick> erm

Nick> yes

meh

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That's the greatest tech support ;)

I had to call awhile back and got the samething asked, I suppose that is just them reading from their "script" to solve problems. If you didnt get any help call up and ask for a supervisor to look into your connection or to send someone out, they should do more to help (tho that rarely happens), luckily for me my connection has been smooth on their new 3Mbps speed.

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I think comcast service has been terrible for everyone the past few days. I know here in the Valley it has. Once I called them because one of their dns servers was out and they verified the problem and so for kicks I asked the guy if there was an alternate I could use (knowing very well they have way more than 1 dns server) he said there wasn't and so I asked him why I was paying for service when I couldn't use it. He told me that a ticket was open for the DNS server and that they would call me as soon as it was fixed. I forgot all about it and they called me a month later (I had internet the whole time obviously) and they told me they had fixed the DNS server that day. I complained about no internet all month and they credited me 2 months worth of service. I kind of felt bad about it, but it was there own people's incompetence that brought it about. And really should it take a month to fix a DNS server?!?!

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Comcast has been pretty bad the last month. Even though I have changed the DNS server still pages load very slow, google does't work (local issue) and pings are very high. I wonder what is going to happen when they double the speed.

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Janet > Hi Nick How may I help you with your issue today?

Nick> I'm getting 800ms+ pings on the fourth hop.

Nick> specifically, to this router: gbr6-p90.cgcil.ip.att.net [12.123.6.6]

Janet > Have you cleared your cache (temporary Internet files), history files, and cookies lately?

Nick> erm

Nick> yes

meh

hey stopbeingsuch a ******

the techs have scripts they must go through to getpoints in order to not get fired it sound stupid as hell but if they dont run through the script PERFECTLY they get yelled at

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How do I test if I'm getting pings? Firewall? Packet monitors?

(sorry for double-post, but it's two disparate topics so I thought that should warrant 2 posts)

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Janet > Hi Nick How may I help you with your issue today?

Nick> I'm getting 800ms+ pings on the fourth hop.

Nick> specifically, to this router: gbr6-p90.cgcil.ip.att.net [12.123.6.6]

Janet > Have you cleared your cache (temporary Internet files), history files, and cookies lately?

Nick> erm

Nick> yes

meh

hey stopbeingsuch a ******

the techs have scripts they must go through to getpoints in order to not get fired it sound stupid as hell but if they dont run through the script PERFECTLY they get yelled at

Yes, and thats exactly the problem.

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Janet > Hi Nick How may I help you with your issue today?

Nick> I'm getting 800ms+ pings on the fourth hop.

Nick> specifically, to this router: gbr6-p90.cgcil.ip.att.net [12.123.6.6]

Janet > Have you cleared your cache (temporary Internet files), history files, and cookies lately?

Nick> erm

Nick> yes

meh

hey stopbeingsuch a ******

the techs have scripts they must go through to getpoints in order to not get fired it sound stupid as hell but if they dont run through the script PERFECTLY they get yelled at

yes, i have a very good experience to share about gateway tech scripts.

Me> I'm having a major flickering problem at resolutions above 800x600x 60Hz, i can barely see my screen

Tech Guy> Is your monitor currently unplugged

Me> How am i talking to you then...

Tech Guy> Try unplugging your monitor.

etc. the convo was so boring i made up an excuse that i had to go.

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Janet > Hi Nick How may I help you with your issue today?

Nick> I'm getting 800ms+ pings on the fourth hop.

Nick> specifically, to this router: gbr6-p90.cgcil.ip.att.net [12.123.6.6]

Janet > Have you cleared your cache (temporary Internet files), history files, and cookies lately?

Nick> erm

Nick> yes

meh

hey stopbeingsuch a ******

the techs have scripts they must go through to getpoints in order to not get fired it sound stupid as hell but if they dont run through the script PERFECTLY they get yelled at

The point is, the solution in no way what-so-ever relates to the problem. I know techs go off a script most of the time, but I've contacted Comcast before with this problem from time to time, and have never gotten a solution as funny as this. Most of the time, they say they'll report it to wherever and it's fixed within the next few hours. There's a difference between following a script, and following a script badly, which is what it looks like this tech was doing.

I'm guessing you did tech support for awhile? ;)

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Most level one-tech support people are not hired by their technical knowledge, but with more of customer service in mind (and I know, a lot of them have little of that). The level one support agent is not going to know how 800ms+ relates to the ping command. That is why they have scripts. The tech support rep probably took the data you gave them and tried the most relevant script.

The reason why they have customer service agents in as level one support, is because most home users know NOTHING about computers. People who have technical knowledge would be much better suited dealing with problems that are not a user mistake. This is why they have Level one, Level Two support. Level one usually (not always) knows hardly anything about computers. Level two is the people who fix the major problems, like the one you stated.

and no I do not work in tech support, and I have never worked in tech support, but this is how I see the systems set up.

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