There's a law I've formulated about ISP's. It says that every two years, your ISP will get bought by a more incompetent company than you currently are with. So your internet service will get worse and worse. Eventually, we'll probably all end up using AOL or something.
Last year, Comcast bought ATT Broadband. I think ATT Broadband had previously bought the ISP I had before that, but I can't remember which company that was. So a week ago I noticed that I could no longer connect to ATT's usenet server. Yesterday, I decided to do something about it. So I searched the web, and discovered that the IP block I am on is somehow corrupt. There was instructions on how to fix it. I tried those instructions, but it did not work.
So I also learned that Comcast uses Giganews for it's usenet server. There's a download cap, which I didn't have before, but that doesn't bother me. I don't download that much stuff. So I signed up for Giganews, and it said it will send me mail, and I can use it after 24 hours. Evidently it requires a waiting period, like a gun. And it said it would send me mail to my Comcast e-mail address.
Unfortunately, I have no idea how to log onto Comcast. My ATT username and password don't work. Well, this sounds like a job for Customer Support! I know modern ISP's can give this sort of thing through chat sessions. It's quite routine. So I go to Comcast's chat server, which says:
In order to chat with a Comcast representative, you must download ComcastSUPPORT Lite. You will only need to this once. Upon your next visit, you will be taken directly to chat.Great. This sounds like an application that I'm betting doesn't run on Mac OS X. Why can't they use Java? And the name is "ComcastSUPPORT Lite". "Lite"? What, do I have an option of buying the full version of "ComcastSUPPORT" for only $29.99? But I cross my fingers and click on the "download" button. Nothing is downloaded. Well, maybe it's because I'm using Safari. I try again with Internet Explorer. Same thing. This sucks.
So I can't log into Comcast. But, does it matter? Maybe my mail will go to my ATT account. I'm not patient enough to wait 24 hours, and plus, I sort of doubt Giganews will be mailing to ATT accounts. But I want to be sure. I know, I'll go to Comcast, and it might have some help for ATT customers. Lo and behold, there is a merger page for ATT broadband customers. And lo and behold, it sucks! It has virtually no useful information. It's FAQ consists of a few questions almost all of which are about bill payment. However, it does tell me that I should call ATT for my customer service. This is, I know an annoying experience. To make many long stories short, they don't know what they are doing, and the way their support works, there are some kinds of fixable problems that they can never, ever, fix due to the way they work.
Now, according to the FAQ, my call to ATT broadband support will go to Comcast. Yay. I eagerly await finding out the new levels of incompetence that tech support can fall.
Posted by ahyatt at April 28, 2003 07:59 AMjust trying to get hooked up
Posted by: j on September 2, 2003 04:11 PMWhy is it you can figure out how to use the Java suport client? Instead of ranting, maybe you should do some research on how to use the tools at your disposal.
http://www.comcastsupport.com/sdcuser/asp/default.asp
Enter in your comcast account information and select your issue and click submit. NO download needed. Simple huh?
Also get a decent server - your cgi sucks and im timing out everytime trying to post this.
Posted by: Comcast Tech on November 29, 2003 09:28 PM#1. So you formulated a law based on something that you only know to have happened once?
#2. What is Comcast supposed to do about the fact that you cant follow instructions?
#3. Can you name one DSL ISP that allows unlimited bandwidth (or a download cap, as you call it)?
#4. Comcast support lite DOES use java, tard. This is why you need IE 6.0 (again, that problem with the understanding instructions).
#5. Speaking of incompetence, if a 90 year old geriatric woman can figure it out, what is your problem?
Um, first of all, I did follow instructions. I didn't use the submitting option because I wanted instant feedback. The problem with email or submitting problems is that you never know when you will get a reply.
Second, you should brush up on your reading skills. The download cap I mentioned had to do with the Usenet server. It has nothing at all to do with bandwidth. Most usenet servers have no download caps.
If Comcast support lite DOES use java, why the hell do I need IE 6.0? Any Java-supporting browser should be able to use it. And as I wrote, I could not even download the app.
It is, in fact, incompetence to have download buttons that do nothing, a FAQ that tells you nothing, and usenet servers that suddenly do not work.
Posted by: Andrew Hyatt on November 30, 2003 10:01 AMWhat are you jsut another retared American? You should understand the point of the mergers, all you useless rednecks are worried about is money so you should realize why Mergers and take overs take place.
As for not being able to access the support why don't you use a PC like the rest of the world and quit your bitching?
- Just another Comcast tech support Agent from CANADA
Comcast support agent job description:
To point out the obvious repeatedly... To all of America
With over 5 million subscribers you'd figure there'd be more people with complaints. But no, just you and a couple other retards who cant operate their own computer.
Posted by: d on November 30, 2003 10:01 PMWow, I had no idea there was such rabid, mouth-foaming Comcast supporters. Oh wait, there aren't, just a few tech support people. Evidently this rant is too much for you. I advise you to refer it to second level tech support, who can actually think on their own, and perhaps might have better comments.
Josh, funny you should mention pointing out the obvious. It seems like that's what I have to do when I call up Comcast support. Here's a few obvious things that Comcast tech support should know:
- Routers are just like computers, and can be tested, reset and turned off just like a computer. I accept that it's not supported, but just accept the fact that I'm still going to use it.
- Turning off the modem and unplugging the computer for a few minutes is not the solution to every problem in existence. If I tell you I've done this before I called, then don't tell me to do it again.
- If you support a product, try and undestand what it does. For example, no Comcast tech support person I talked to knew that my connection would only work with my network card's MAC address. I had to figure out how the system worked, when it wouldn't work with my router. The tech support people were evidently only there to repeatedly tell me to unplug the computer and modem.
A government study on cable prices found that cable providers in areas without effective competitors overcharge their consumers by about 15%. Guess what percent of the population lives in areas with real competition? 2%.
And it’s no surprise that the study also found that cable providers are not completely honest with cost increases for their services.
This is bogus, but there is something you can do about it. Sign up at http://www.comcastwatch.com/action/ to gain a voice for cable users like yourself who are sick and tired of cable monopolies and their ridiculous price gouging.
Posted by: on January 21, 2004 10:50 AMVerizon offers unlimited downloading on dsl.
Posted by: Chris on May 3, 2004 04:31 PMstfu u geeks
Posted by: on July 25, 2004 08:01 AMI'm attempting to put my address book into Comcast. I have it on my desktop ready to transfer.
What now?
Posted by: Carole Dickerson on October 1, 2004 09:22 AMUh, I don't know. Why are you asking here?
Posted by: Andrew Hyatt on October 1, 2004 02:12 PMI'd just like to add in responce to the angry, stuck up tech bitch (yes almost a year later):
>#1. So you formulated a law based on something that you only know to have happened once?
- I think we all know how often mergers happen that cause problems, despite what country you are from. This hasn't happened once, it has happened many times over and none of these companies consider the customers before their dollar.
>#3. Can you name one DSL ISP that allows unlimited bandwidth (or a download cap, as you call it)?
- As a matter of fact, my friend has been downloading p2p on dsl with no cap for 2-3 years.
>#4. Comcast support lite DOES use java, tard. This is why you need IE 6.0 (again, that problem with the understanding instructions).
- I'd like to reiterate the fact that IE isn't the only thing that supports Java out there. Java was designed to run on many different systems. Since not all platforms are running IE... Need I go on? Who the hell doesn't know that?
> As for not being able to access the support why don't you use a PC like the rest of the world and quit your bitching?
- What about Linux users? I suppose you being a proud socialist wouldn't understand the concept of allowing the smaller companies to have a chance. If I were you I would stop talking shit about "redneck americans" and join up with the Communists at Microsoft.
- One last thing... Fuck you and your ideas of Canada and the USA.
Posted by: Does it matter? on December 7, 2004 12:53 PMWell wow this thread went nowhere fast didn't it ? anyhoo off to my coments. Like Josh I also work tech support for comcast and I am caadian
first I will comment on this load of drivel :
- Routers are just like computers, and can be tested, reset and turned off just like a computer. I accept that it's not supported, but just accept the fact that I'm still going to use it.
Um are you on Glue ??? when was the last time you saw a computer with a built in NAT device ? or a DHCP server of any kind ? and why would you expect anyone to support somthing that has more settings than most cars ? now expecting any type of support from a company for something that they never made or supplied is pretty silly don't you think ? that's like going to a ford dealer cause your chevy doesn't work properly
- Turning off the modem and unplugging the computer for a few minutes is not the solution to every problem in existence. If I tell you I've done this before I called, then don't tell me to
do it again.
Your right users FOLLOWING directions will usually allow the tech support to find the problem and turning "off" the modem DOES NOTHING you have to unplugg the modem to get it to reset (yes that does require you to PHYSICALLY detach the power cord and plug it back in) The buttons that say "on/off" on the front/side/top etc. of most modems just put them in standby they don't actually shut the modem off !!
- If you support a product, try and undestand what it does. For example, no Comcast tech support person I talked to knew that my connection would only work with my network card's MAC address. I had to figure out how the system worked, when it wouldn't work with my router. The tech support people were evidently only there to repeatedly tell me to unplug the computer and modem.
Did you tell them you had a router or did you "try" to hide this fact from them ? yes your right as the modem only broadcasts a SINGLE IP to the MAC address that is listed in the modem you would have to RESET the modem by ... wait for it... UNPLUGGING the modem from the power supply and PLUGGING it back in so it can read the new MAC address of the device connected to it.. now if you had actually listened to the nice tech you would know this!!!!
and in response to this drivel :
- What about Linux users? I suppose you being a proud socialist wouldn't understand the concept of allowing the smaller companies to have a chance. If I were you I would stop talking shit about "redneck americans" and join up with the Communists at Microsoft.
1) comcast sets the standards for what tech's can and cannot support and they base them on what they decide to put as their minimun system requirements which unfortunately does not include linux... now if you are smart enough to use linux then you should know how to configure it yourself. As far as allowing smaller companies to have a chance it's the consumers (who in microShafts case are mostly AMERICAN) that decide who does and dosen't succeed. Now as a Linux user I realize that it is not supported by anyone and don't expect it to be !!
NO tech support from anywhere will support everything everyone has limits on what they can / will support and just cause the tech does not support it does not mean they don't understand it, it just means that they have to follow the guidelines set out by the company they work for.
Thank you for giving me this chance to rant feel free to flame away .. like I care
Dude, trust me. The comcast guys had no idea about the MAC address. I doubt they even knew what a MAC address was. All they knew was plugging and unplugging the modem. Also, although this happened a long time ago, I do not believe that the modem was reading in the MAC address after unplugging and plugging, because that would have solved my problem. I did this many times, and it did not solve my problem. Only setting the router's MAC address to my computer's MAC address solved the problem.
The problem is that the tech support didn't know much, they only had scripts. They had to push back when I told them I had a router, because they couldn't just wing it, that would require actual knowledge.
Worse, each time I called, I had to go through the same unplugging shit. As much as I told them "I did all this the last time I called", they did not care a bit. The script was more important than the customer.
responded quick cool anyhoo ...
- Dude, trust me. The comcast guys had no idea about the MAC address. I doubt they even knew what a MAC address was. All they knew was plugging and unplugging the modem. Also, although this happened a long time ago, I do not believe that the modem was reading in the MAC address after unplugging and plugging, because that would have solved my problem. I did this many times, and it did not solve my problem. Only setting the router's MAC address to my computer's MAC address solved the problem.
yes this would also work as the modem already had that MAC address in it.. but ALL docsis modems register the mac address... some even have a list of old mac addresses that they no longer connect to.
- The problem is that the tech support didn't know much, they only had scripts. They had to push back when I told them I had a router, because they couldn't just wing it, that would require actual knowledge.
No they had to push back because COMCAST dictates that besides p/cing the router we are not to do any troubleshooting with it. I know networks and I know how to set up routers (done it wayyy to many times) but while working I HAVE to stay within what Comcast dictates I can and cannot support .. and I have suggested to subs that if their router supports MAC cloning and they "know" how to set it up to do this so I'm sorry that I didn't get the call when you called but hey I get calls like this every day and while I would Love to be able to extend my realm of support I just CANNOT do that as I could end up unemployed and I just don't want that know what I mean ?
- Worse, each time I called, I had to go through the same unplugging shit. As much as I told them "I did all this the last time I called", they did not care a bit. The script was more important than the customer.
1) see above..
2) yes but the reason is that while you may have done it you don't know how many people say "I already unplugged/replugged my modem before calling" so I check the IP lease on the modem and lo and behold it was last renewed.. two weeks before... and it's not the script that is important it's keeping their job and not getting in trouble for going against what we are and are not allowed to support.
I just want to add one thing. While I know lots about networks and have configured many many networks using many many different OS's I wouldn't even attempt to help someone over the phone with a router issue without knowing the router completely inside and out as there are wayyy too many settings that would litteraly instantly kick you offline and you would never get back.. Just as an example : some Linksys routers have a setting that all you do is click a bullet and if you are not using AOHell software you will NEVER get online.
I hope this clears up why you were told by the tech what you were told and also why we can't support every issue. Most, if not all, techs would love to help you but unfortunately we have to follow the guidelines set out by our employer same as anyone else who works anywhere else.
Posted by: on February 15, 2005 12:29 PMThanks for your thoughts. It is indeed too bad I didn't get you for support, because I never did get the feeling I was connected with people who knew what they were talking about. For example, they never told me the reason why I had to keep unplugging and plugging it in, which would have helped the situation.
About supporting routers, I think we will just have to disagree. While I appreciate your point about how hard they are to support, I think it should be possible to provide the most basic support for them, while leaving open the possility of punting the issue if the issue seems internal to the router, and not easy to diagnose.
Posted by: Andrew Hyatt on February 15, 2005 12:50 PM