My conversation with comcast.

[Rich46yo]

Rich(Mon Dec 22 11:49:10 CST 2008)>need tier 3 support for internet gaming routing issue

analyst Juan has entered room

Juan(Mon Dec 22 11:49:35 CST 2008)>Hello Rich_, Thank you for contacting Comcast Live Chat Support. My name is Juan. Please give me one moment to review your information.

Juan(Mon Dec 22 11:49:39 CST 2008)>I'll be happy to assist you today.

Rich_(Mon Dec 22 10:49:43 CST 2008)>sure

Juan(Mon Dec 22 11:51:10 CST 2008)>I apologize for any inconvenience. We don't directly support Internet gaming.

Rich_(Mon Dec 22 10:51:22 CST 2008)>tier 3 support please

Juan(Mon Dec 22 11:51:41 CST 2008)>I'm sorry, we don't support that.

Rich_(Mon Dec 22 10:51:57 CST 2008)>I didnt ask you to support it. I asked to be connected to it

Juan(Mon Dec 22 11:52:32 CST 2008)>We don't have that ability.

Rich_(Mon Dec 22 10:52:37 CST 2008)>Im not asking you to support the game. Im calling about the comcast routing issue 9,000,000 other people have complained to you about

Rich_(Mon Dec 22 10:52:49 CST 2008)>http://bbs.hitechcreations.com/smf/index.php/topic,254599.0.html

Rich_(Mon Dec 22 10:53:01 CST 2008)>see if that refreshes your memory

Juan(Mon Dec 22 11:53:04 CST 2008)>I can assist you if you are experiencing problems with your internet service.

Rich_(Mon Dec 22 10:53:24 CST 2008)>manager please

Juan(Mon Dec 22 11:54:26 CST 2008)>Can I ask what is the problem you are experiencing?

Rich_(Mon Dec 22 10:55:36 CST 2008)>Im calling about the comcast routing issue, bandwidth reduction, that a million other gamers have called you about already. Read the link I sent you if you just got hired today. If you cant help me then let me speak to a manager.

Juan(Mon Dec 22 11:56:19 CST 2008)>What specific question can I answer regarding that?

Rich_(Mon Dec 22 10:56:35 CST 2008)>Is comcast going to fix it or do I cancel?

Juan(Mon Dec 22 11:59:30 CST 2008)>The threshold was put into effect on October 1, 2008 and it is a policy that affects residential customers. There is no plans to change that.

Rich_(Mon Dec 22 11:00:26 CST 2008)>So now you remember the problem?

Juan(Mon Dec 22 12:01:02 CST 2008)>I apologize for any confusion, but that is not a gaming issue.

Juan(Mon Dec 22 12:01:29 CST 2008)>It affects all customers who go over the download limit.

Rich_(Mon Dec 22 11:01:50 CST 2008)>your going to have a rebellion on your hands. From the gaming community. I never said it was a freaking gaming problem. Comcast is reducing bandwidth for its own commercial reasons and screwing us!!!

Rich_(Mon Dec 22 11:03:32 CST 2008)>And how can you go over the download limit when comcast is reducing the bandwidth?

Juan(Mon Dec 22 12:04:30 CST 2008)>I can send you the link to the "Acceptable Use Policy" that explains in detail what is affected.

Juan(Mon Dec 22 12:04:36 CST 2008)>http://www.comcast.net/terms/use/

Rich_(Mon Dec 22 11:05:27 CST 2008)>so now at least you know what Im talking about? Have we established that at least?

Juan(Mon Dec 22 12:06:00 CST 2008)>Yes, I understand.

Juan(Mon Dec 22 12:06:05 CST 2008)>Is there any other questions or concerns that I can assist you with today?

Rich_(Mon Dec 22 11:07:24 CST 2008)>Next time Juan. Just answer the question without attempting to blow off the customer. The gaming community knows exactly what the issue is. Your just making comcast looks worse, if thats possible. And your all getting a lump of coal in your stocking.

[Fulmar]

So how was talking to the wall for 18 minutes?

[Rich46yo]

So how was talking to the wall for 18 minutes?

It was actually better then the phone. The girl on the phone never admitted she knew what I was talking about despite the 6 millions call theyv gotten over it. With Juan I just had to jolt his memory some.

[Denholm]

That almost sounds like the AT&T people I've talked to. Not regarding the same issue, just the way they handle things.

[fudgums]

Interesting, His name is Juan.

[Skuzzy]

Same here Denholm, and we are a business account.

[DCCBOSS]

I would call them again ask again for a level 3 tech and give them the IP #206.16.60.38 and tell them to do a ping trace and only give them technical info once you start talking to them with proper nomenclature the low level tech will escalate this up and you will get to the right people, that is the way I handled it and it seemed to work, I also wanted them give me feed back after they ran the trace of course when I did this I was getting a ping rate between 325-580 so it probably would help to do this when it is happening.

DCCBOSS  

[BaldEagl]

Actually, my experience with the Comcast support guy over the phone on Friday night was mostly positive.

After explaining the problem and that I had already power cycled my modem and router he tried pinging AH and didn't connect the first time.  He said it was a problem with the destination.  Then he went to his "test" machine and tried and connected at about 76ms so he asked me to do the same and I had the same result.  He did at one point try to blame it on my router but quickly backed down on that.

Of course I had to keep explaining several times that I was experiencing packet losses and high latencies and had lost 8 of 10 packets on one trace route.  I also kept explaining that the issues were in the AT&T hops on the route.  Finally he asked me for the problem hop addresses and told me he was going to escalate it.  As I did he said "Well I can see right now by the numbers your giving me that it's not a Comcast issue" but he did take them down, said he was escalating it and that someone would be getting back to me.

I didn't just jump on the phone and whine though.  I phoned with specific information relative to the problem and made sure the guy had an understanding that I knew something about what I was talking about.

Really, I expected it to go much worse.  This guy actually exceeded my expectations.

[drdeathx]

I would treated you with the same respect. These CSR's get beat up an hourly basis. It is wise to use sugar with dealing with them. It looks like you had an attitude and the tech smelled it. THEY DO NOT CREATE COMPANY POLICIES and do not route level 3. If you want to get more answers, call Comcast corporate offices in Philly. I would have hung up on you. You tried to outsmart the tech and it seems it pretty much was a waste of time. Rich, if that is how you conversation pretty much went, you need to take nice pills!



 

[Rich46yo]

I would treated you with the same respect. These CSR's get beat up an hourly basis. It is wise to use sugar with dealing with them. It looks like you had an attitude and the tech smelled it. THEY DO NOT CREATE COMPANY POLICIES and do not route level 3. If you want to get more answers, call Comcast corporate offices in Philly. I would have hung up on you. You tried to outsmart the tech and it seems it pretty much was a waste of time. Rich, if that is how you conversation pretty much went, you need to take nice pills!

 

Death piss off. Pretty much youv been branded an idiot by this community but weve stayed fairly friendly until now.

This has nothing to do with you but with comcast lieing to its customers. So shaddup and mind your own business.

[Fulmar]

The only thing BaldEagl, I'd be amazed if they actually 'followed up with you' and gave you a call back.  I've been given that line about 1000 times from cable companies, insurance, and other CSR's.

[ImADot]

Rich, if that is how you conversation pretty much went, you need to take nice pills!

No kidding...not the best way to get help.  You started out saying it was a gaming problem...

But then again, the "download limit" thing is a crock of crap; the amount of data coming/going for AH2 is minimal as compared to downloading lots of MP3 files or demos, or videos, etc.  I would have disputed the tech on that.

[Rich46yo]

So your another one who thinks this is the first time Ive been around the bend with this company. Or with this issue.

I dont like getting blown off when Im paying all this money a month for their service. Got a problem with that? Then thats tough.

And try reading the script and tell me exactly when I said it was a problem with the game.

[Chalenge]

How is it comcast can tell the difference with a line that sees constant usage or is that the problem? Whats the difference between gaming and streaming media like online radio or video? or is comcast basically engaging in randomly disconnecting users?

[ImADot]

So your another one who thinks this is the first time Ive been around the bend with this company. Or with this issue.

No, I just think you handled yourself poorly.

I dont like getting blown off when Im paying all this money a month for their service. Got a problem with that? Then thats tough.

No problem with that. One would expect a certain level of service for the price paid.

And try reading the script and tell me exactly when I said it was a problem with the game.

Ok here:

Rich(Mon Dec 22 11:49:10 CST 2008)>need tier 3 support for internet gaming routing issue

All the tech hears is "Internet Gaming" and his brain switches gears.