New Posts  All Forums:Forum Nav:

Help with Comcast - Page 2

post #11 of 22
I'd go ahead and ask for a replacement modem while your at it, I mean since the tech dude will be there already. Can't hurt.
 
ThinkPad Yoga
(10 items)
 
 
CPUMotherboardGraphicsRAM
Phenom II X4 970 @ 4 Ghz Asus M4A88TD-V EVO EVGA SuperClocked 1050 Ti 4GB G.Skill Snipers 8GB DDR3 1333 (2x4GB) 
Hard DriveHard DriveHard DriveOptical Drive
Crucial MX300 275GB SSD Seagate NAS 2TB Seagate NAS 2TB Asus DVD Burner 
CoolingOSMonitorKeyboard
CoolerMaster GeminII S524 Win 7 Pro x64 Samsung 24" S24D590 (1080p) Logitech G510 
PowerCaseMouseMouse Pad
Corsair TX750 V2 Corsair 600T Silver Logitech Trackball Dead mouse carcass 
AudioOtherOther
Logitech Z313 Linksys WRT54G w/ DD-WRT @ 225Mhz Samsung Galaxy S3 16GB - Rooted/Carbon Rom 
CPUMotherboardGraphicsRAM
Baytrail Quad Core @ 2.16 Ghz OEM Lenovo 20DAS02X00 Intel HD Graphics 8GB DDR3L 1600 
Hard DriveOptical DriveOSMonitor
240GB Kingston SSD N/A Windows 8.1 Pro 11.6" IPS Touch Display @ 1366 x 768 
KeyboardAudio
ThinkPad baby... HD Audio 
  hide details  
Reply
 
ThinkPad Yoga
(10 items)
 
 
CPUMotherboardGraphicsRAM
Phenom II X4 970 @ 4 Ghz Asus M4A88TD-V EVO EVGA SuperClocked 1050 Ti 4GB G.Skill Snipers 8GB DDR3 1333 (2x4GB) 
Hard DriveHard DriveHard DriveOptical Drive
Crucial MX300 275GB SSD Seagate NAS 2TB Seagate NAS 2TB Asus DVD Burner 
CoolingOSMonitorKeyboard
CoolerMaster GeminII S524 Win 7 Pro x64 Samsung 24" S24D590 (1080p) Logitech G510 
PowerCaseMouseMouse Pad
Corsair TX750 V2 Corsair 600T Silver Logitech Trackball Dead mouse carcass 
AudioOtherOther
Logitech Z313 Linksys WRT54G w/ DD-WRT @ 225Mhz Samsung Galaxy S3 16GB - Rooted/Carbon Rom 
CPUMotherboardGraphicsRAM
Baytrail Quad Core @ 2.16 Ghz OEM Lenovo 20DAS02X00 Intel HD Graphics 8GB DDR3L 1600 
Hard DriveOptical DriveOSMonitor
240GB Kingston SSD N/A Windows 8.1 Pro 11.6" IPS Touch Display @ 1366 x 768 
KeyboardAudio
ThinkPad baby... HD Audio 
  hide details  
Reply
post #12 of 22
Quote:
Originally Posted by Xaero252 View Post

How do I talk to a person who isn't going to just tell me to turn all my stuff off and then back on?

All of my devices, including my modem - report an active connection time of 8 days, and some change - since the last Comcast outtage in my area. Yet, every couple hours (or less) my connection is interrupted momentarily. None of my devices have ever indicated that their connection was lost, inhibited or any form of disconnection has occurred. I've looked at my modem and router's logs (up to the kernel level - on both) as well as the logs for my server and my desktop. Nowhere has anything said it lost connection other than applications complaining that their open connections were terminated. This leads me to believe that the issue lies with whatever piece of equipment Comcast performed maintenance on at about 3 o'clock in the morning 8 (almost nine) days ago.

Problem is, when I call tech support I get treated like some kind of moron...

no offense to anyone, but the reason why they treat u as a moron is because they are a moron.

everytime i talk to anyone from comcast or time warners cable, they have no idea what they are doing themselves.

the reason why you think u are being treated like a moron is becuase you are in fact, talking to a moron yourself.

there is a reason why there is so much hate on comcast.
my advice to u is to lie and make up some other excuse so that you will get transfered to a higher executive. thats what i do
My Rig
(10 items)
 
   
CPUMotherboardGraphicsRAM
I5 4670 H81m P33 MSI GTX 760 Hawk G Skill Ripjaws x series 2x4 
Hard DriveOptical DriveOSMonitor
WD blue 1TB Samsung dvd burner SH-224DB/BEBE Windows 7 Asus VN248H-P 
PowerCase
Rosewill Capstone 550w Corsair carbide 200r 
CPUMotherboardRAMHard Drive
Pentium G3220 MSI H81m-P33 G.SKILL Sniper Series 4GB PNY XLR8 SSD 120GB 
Optical DriveOSPowerCase
Cheapest Drive I Was Able To Find Windows 7 Corsair CX 450w NZXT Source 210 
  hide details  
Reply
My Rig
(10 items)
 
   
CPUMotherboardGraphicsRAM
I5 4670 H81m P33 MSI GTX 760 Hawk G Skill Ripjaws x series 2x4 
Hard DriveOptical DriveOSMonitor
WD blue 1TB Samsung dvd burner SH-224DB/BEBE Windows 7 Asus VN248H-P 
PowerCase
Rosewill Capstone 550w Corsair carbide 200r 
CPUMotherboardRAMHard Drive
Pentium G3220 MSI H81m-P33 G.SKILL Sniper Series 4GB PNY XLR8 SSD 120GB 
Optical DriveOSPowerCase
Cheapest Drive I Was Able To Find Windows 7 Corsair CX 450w NZXT Source 210 
  hide details  
Reply
post #13 of 22
Quote:
Originally Posted by Oedipus View Post

Why don't you just let them do their jobs and do what they ask you to do? You're treated like a moron because most people who call them are morons. You're not paying them enough to be entitled to some other level of front-line service.

the problem is, the things they tell you to do is everything you already did before calling them. (reset modem, reset router, reset PC, etc etc etc.)

yet, they tell you to try do it again. and tell you to wait 5-10 min on any reset.

after that, they dont know what the problem is themselves ....

their "job" isnt for tech support, but they are more like the front lines before calling in the real tech people

they give you the quick and easy info that is usually the first thing you'll find if you type into google. "modem not working"

after that, they transfer you to someone else.
My Rig
(10 items)
 
   
CPUMotherboardGraphicsRAM
I5 4670 H81m P33 MSI GTX 760 Hawk G Skill Ripjaws x series 2x4 
Hard DriveOptical DriveOSMonitor
WD blue 1TB Samsung dvd burner SH-224DB/BEBE Windows 7 Asus VN248H-P 
PowerCase
Rosewill Capstone 550w Corsair carbide 200r 
CPUMotherboardRAMHard Drive
Pentium G3220 MSI H81m-P33 G.SKILL Sniper Series 4GB PNY XLR8 SSD 120GB 
Optical DriveOSPowerCase
Cheapest Drive I Was Able To Find Windows 7 Corsair CX 450w NZXT Source 210 
  hide details  
Reply
My Rig
(10 items)
 
   
CPUMotherboardGraphicsRAM
I5 4670 H81m P33 MSI GTX 760 Hawk G Skill Ripjaws x series 2x4 
Hard DriveOptical DriveOSMonitor
WD blue 1TB Samsung dvd burner SH-224DB/BEBE Windows 7 Asus VN248H-P 
PowerCase
Rosewill Capstone 550w Corsair carbide 200r 
CPUMotherboardRAMHard Drive
Pentium G3220 MSI H81m-P33 G.SKILL Sniper Series 4GB PNY XLR8 SSD 120GB 
Optical DriveOSPowerCase
Cheapest Drive I Was Able To Find Windows 7 Corsair CX 450w NZXT Source 210 
  hide details  
Reply
post #14 of 22
I was a comcast tech support. More than likely its a hub issue. What you are describing is that your modem is reporting its online but you are still not able to surf. That generally means a hub is preventing the flow of info to and from the modem out into the internet. It would show as online but you couldnt surf the web. My brother who is a field tech for comcast and he says the same thing.
post #15 of 22
Also, not everyone at comcast is a moron. There are alot of people who know alot more than some of the people on here but we have what is called a certain point of diagnostics we cannot go past. On phone tech support NO one would dianose this issue on the first time. You would have to call multiple times as 99% if the device reports online, and there are no "lost times" it would generally means its a router, switch, computer issue.

And for those saying we should deviate from the set of questions/steps we have you do, employees are fired for doimg that. They train us how to do the job one way, if we go past the demarc, or deviate from the line of questioning they can be fired.

I was personally dinged for not helping someone who.wanted me to help them setup a home network through there own personal router. We are not suppose to do that as its past our equipment. When the report came back and i was given 0 points out of 100 they listened to my call and told me "well ya should have helped him" when i asked my sup what would have happened if i did and she heard me, she said i would have been written up. Comcast sucks, but its not the employees, its the companies policies.
post #16 of 22
Quote:
Originally Posted by Papas View Post


And for those saying we should deviate from the set of questions/steps we have you do, employees are fired for doimg that. They train us how to do the job one way, if we go past the demarc, or deviate from the line of questioning they can be fired.

this is the biggest issue.

companies need to find a better method instead of going over the same routine even though it doesnt work.

most often when i call comcast, i end up having to wait an hour or more for a simple issue. (one time, it turns out that there was just a simple internet outage in my area, and it took the person im talking to 1 hour to figure that out, which he only figured it out after contacting his supervisor, which was, sadly, after the general routine of reseting everything one by one.)
Quote:
Originally Posted by Papas View Post

Also, not everyone at comcast is a moron. There are alot of people who know alot more than some of the people on here but we have what is called a certain point of diagnostics we cannot go past. On phone tech support NO one would dianose this issue on the first time. You would have to call multiple times as 99% if the device reports online, and there are no "lost times" it would generally means its a router, switch, computer issue.

also, it just doesnt help that they tell us to do the same thing repeatedly.

im sorry if im offending you, i just realy have a personal problem with comcast, due to phone calls with them lasting hours.
(sadly, comcast is the only internet provider in my area)
My Rig
(10 items)
 
   
CPUMotherboardGraphicsRAM
I5 4670 H81m P33 MSI GTX 760 Hawk G Skill Ripjaws x series 2x4 
Hard DriveOptical DriveOSMonitor
WD blue 1TB Samsung dvd burner SH-224DB/BEBE Windows 7 Asus VN248H-P 
PowerCase
Rosewill Capstone 550w Corsair carbide 200r 
CPUMotherboardRAMHard Drive
Pentium G3220 MSI H81m-P33 G.SKILL Sniper Series 4GB PNY XLR8 SSD 120GB 
Optical DriveOSPowerCase
Cheapest Drive I Was Able To Find Windows 7 Corsair CX 450w NZXT Source 210 
  hide details  
Reply
My Rig
(10 items)
 
   
CPUMotherboardGraphicsRAM
I5 4670 H81m P33 MSI GTX 760 Hawk G Skill Ripjaws x series 2x4 
Hard DriveOptical DriveOSMonitor
WD blue 1TB Samsung dvd burner SH-224DB/BEBE Windows 7 Asus VN248H-P 
PowerCase
Rosewill Capstone 550w Corsair carbide 200r 
CPUMotherboardRAMHard Drive
Pentium G3220 MSI H81m-P33 G.SKILL Sniper Series 4GB PNY XLR8 SSD 120GB 
Optical DriveOSPowerCase
Cheapest Drive I Was Able To Find Windows 7 Corsair CX 450w NZXT Source 210 
  hide details  
Reply
post #17 of 22
Oh your not offending me at all. I hate comcast the company. The employees in everett and lynnwood are mostly top notch. The reason we cant go past a certain point is thats all they teach us up to. They(comcast) wants a unified tech support and truthfully if one employee goes past that demarc and the next tech does not, that second tech gets dinged for not helping the customer.

Speaking of customers. The reason all techs speak to you like you are a moron is cause 99% who call in are morons. Im not talking, having issues connecting to internet. No im talking about idiots who call in saying we need to send out a tech because there wireless isnt workimg. Then you have to explain that wireless still means you have to have the coax and power plugged in and fighting with them that you are right. Or the customer who calls in accusing us of spying on him through the camera and mic in his dvr....there is no camera or mic on those dvr's. And we cant hang up on anyone unless they are verbally attacking us. So we have to sit through some of the dumbest conversations we have ever heard in my life. Working at comcast i lost my faith in humanity.
post #18 of 22
Thread Starter 
Quote:
Originally Posted by Papas View Post

I was a comcast tech support. More than likely its a hub issue. What you are describing is that your modem is reporting its online but you are still not able to surf. That generally means a hub is preventing the flow of info to and from the modem out into the internet. It would show as online but you couldnt surf the web. My brother who is a field tech for comcast and he says the same thing.

I know this is the case; but its hard to prove since it only appears to happen during times when my up pipe is under any kind of significant load (my down pipe doesn't affect the issue at all)

That said, they are sending an enterprise field tech out because they are pretty certain its their hardware causing the problem (they ran some diagnostics from their end, and they had me do some stuff from my end, and they think the problem is closer to me than them but need to come out to be certain (most likely its whatever was damaged/repaired around 10 days ago)

If it was sustained for any length of time, tracert would provide the exact location of the terminal failure; but its momentary, which makes it really hard to troubleshoot.
    
CPUMotherboardGraphicsRAM
Core i7 920 D0 4.2ghz HT (1.3625v) Asus R3E 2xGTX 460 (non SLi, no overclock) 6x2gb G.skill @ 6-8-6-24-1T 
Hard DriveOptical DriveOSMonitor
WD-VR 300GBx1, 2xWD 1tb,2x60gb Agility Some crappy combo burner... Arch x64 3xDell U2410f rev A02 
KeyboardPowerCaseMouse
X-Armor U9BL TT Toughpower 1200w (NTB more efficient) Mountain Mods Pinnacle 24 CYO Roccat Kone (R.I.P. A4Tech x7) 
Mouse Pad
Steelpad Experience I-1 
  hide details  
Reply
    
CPUMotherboardGraphicsRAM
Core i7 920 D0 4.2ghz HT (1.3625v) Asus R3E 2xGTX 460 (non SLi, no overclock) 6x2gb G.skill @ 6-8-6-24-1T 
Hard DriveOptical DriveOSMonitor
WD-VR 300GBx1, 2xWD 1tb,2x60gb Agility Some crappy combo burner... Arch x64 3xDell U2410f rev A02 
KeyboardPowerCaseMouse
X-Armor U9BL TT Toughpower 1200w (NTB more efficient) Mountain Mods Pinnacle 24 CYO Roccat Kone (R.I.P. A4Tech x7) 
Mouse Pad
Steelpad Experience I-1 
  hide details  
Reply
post #19 of 22
Just a warning. Hub issues can tke up to a year to fix. Because of the cost, $100k, they have to get special approval to replace it. If you get a good tech and its something easy you may get lucky. What you want to do is keep calling and complaining. Ask for retention. They will lower your bill, give you free channels to offset the cost.
post #20 of 22
When you look at your modem page what do the signal levels say?
If it is a docsis 3.0 modem and they are not inline then you will have issues like this.
New Posts  All Forums:Forum Nav:
  Return Home
  Back to Forum: Networking & Security