Aces High Bulletin Board
Help and Support Forums => Technical Support => Topic started by: Rich46yo on December 22, 2008, 11:09:49 AM
-
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.
-
So how was talking to the wall for 18 minutes?
-
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. :lol
-
That almost sounds like the AT&T people I've talked to. Not regarding the same issue, just the way they handle things.
-
Interesting, His name is Juan.
-
Same here Denholm, and we are a business account.
-
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 :salute
-
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.
-
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!
:furious :furious :furious :furious :furious :furious :furious :furious :furious :furious :furious
-
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!
:furious :furious :furious :furious :furious :furious :furious :furious :furious :furious :furious
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.
-
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.
-
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.
-
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. :huh
-
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?
-
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. :huh
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.
-
Reminds me of a joke concerning a guy and his triplets. It goes something like this.
Guy and his wife have babies, identical triplets in fact. They name the babies Juan, Bob and Adolf.
The proud parents go visiting and take Juan with them. They show of their new family members and one person comments "I see you have Juan with you, what do the other babies look like?" One of the parents says "you've seen Juan, you've seen them all."
Paraphrasing 'You've talked to Juan ISP, you've talked to em all' same story from any of them.
I'll be quiet now.
-
Rich(Mon Dec 22 11:49:10 CST 2008)>need tier 3 support for internet gaming routing issue
Yeah, the same game routing issue they've heard from 2 million Warcraft players alone. The routing issue has nothing to do with the game. It affects gaming because Comcast has reduced the bandwidth to its customers thru its routing procedures.
Two phone calls, one Internet chat. First phone call I knew I was getting blown off but stayed chilled. Yesterday, a Sunday where I watch ball and play AH, I called, got blown off, and got a bit snarly. 1/2 the day I couldnt even get onto the game. Todays chat I unleashed a bit of my high powered sarcasm because the guy tried blowing me off again, "gee yathink"? The next time I'll get fierce.
They know EXACTLY what were talking about when we call over this issue. And still they try and shine me off. After all these years and all those thousands of $$ Ive put into their greedy pockets. They SUCK! Their Liars and they SUCK.
But I got a kick out of death telling me to be nice. This from a guy who should be on 3 thorazine milkshakes a day.
-
The only thing BaldEagl, I'd be amazed if they actually 'followed up with you' and gave you a call back. I've been given that line about 1000 times from cable companies, insurance, and other CSR's.
Yeah well... I didn't really expect that part to happen.
Regardless, the guy seemed cordial and acted as though he actually wanted to help once he realized I wasn't a helpless n00b. I'll take him at his word that he escalated the issue. I have no reason to believe otherwise.
-
They know EXACTLY what were talking about when we call over this issue. And still they try and shine me off. After all these years and all those thousands of $$ Ive put into their greedy pockets. They SUCK! Their Liars and they SUCK.
Switch ISP? Seems that's the idea of a free market... unless you live in the stix and Comcast is the only decent provider, but nowadays that's pretty rare.
-
Switch ISP? Seems that's the idea of a free market... unless you live in the stix and Comcast is the only decent provider, but nowadays that's pretty rare.
Dont even know if I have a choice. Here such deals are made by two hands under a table and only with suitcases full of small denominations.
After X-mas I'll have to do somthing. I dont want to quit my favorite game. Aces High is like my main hobby now.
-
Where is "here" rich? Sounds like my kind of shady place :)
I would look into other options though, for certain.
-
In some places there are no options and you dont have to live in the sticks. Fort Myers has a monopoly deal of exclusive service with Comcast. When you buy a house or rent (apartment or house) you are told 'no antennas and no dishes outside but you are high-speed ready so it shouldnt be a problem.' After experiencing that I moved and came to an area where there are four services available but you can be sure before I bought I looked into it (huge selling point with me these days).
-
The end users are pretty much screwed; the entry level tech support have no clue and it is rare you get bumped up to someone that does.
That said, I have never had a problem with Comcast until this past Sunday and the downtime lasted about about 4 hours.
-
The end users are pretty much screwed; the entry level tech support have no clue and it is rare you get bumped up to someone that does.
That said, I have never had a problem with Comcast until this past Sunday and the downtime lasted about about 4 hours.
No clue? Imagine the thousands of calls they have fielded for the same issue. Imagine how many gamers are out there?
They all sit around the same water coolers and break rooms. They know exactly whats happening. Just like this guy did after I shamed him into admiting it.
-
It's still probably cheaper (at least for now) to just pay their CSR's $10/hr than spend money on fixing the problem.
Money money money.........money.
-
See Rule #4
-
Rich just saying relax!
-
Rich just saying relax!
Death just saying piss off. Try typeing comcast issues and warcraft into a search engine before you come in here as Queen of the Technical support room. One can also assume if these games are affected then others are too. If you have a problem believing me then just read the thread, unlike you Skuzzy is actually a Pro at this.
Look at your conversation. This is why my ex wife gets no more service from anyone including me!!! I think its funny some of us had nice csr's and you had the rotten apple. You think they sit around water coolers and get paid....LOL. That is even funnier! They pretty much would not have jobs. I guess they just do these things to get us all mad! Take your frustrations out on lets say needle point! Every time I call Comcast(which is rarely) they have been great. My service is awesome and yes they had a fart. I lost connect on/off for 2 hours. Its back to normal. As for the others, I would recommend calling the main office and complaining if you have connection issues. It is in Philadelphia. I would place money, they would turn you over to a tech to help you out. Ask for a tech not a CSR. See if you get any results or a better explaination.
You must be drunk. Your lecturing me on how to be civil? :lol
-
Rich...I filed a complaint with the FCC about Comcast (second time in 6 months). I included numerous analysis reports (PP, TR, PL, LR, etc.) so they knew this wasn't BS. The FCC contacts them right away, and now some Comcrap higher up gets right back to you. And believe me, the FCC follows up with calls & paperwork to you (I think they're fed up with them too). We've got the same problem in CT in that Comcast is the only game in town, so they're rather arrogant and try skirting the issue with some BS double talk. My issue is not only this game, but my job, as I loose packets (hence connections) to client servers I service. I most definitely understand your irritation more than others, as I'm right there with you.
-
In my area, Time Warner bought Comcast. Are Time Warner customers having the same issues?
HONK!
Gooss
-
Happened in this region too. From what I heard, Time Warner was even less satisfying with how they treated their customers.
-
See Rule #2
-
Isn't anyone familar with this site? http://comcastmustdie.com (http://comcastmustdie.com) Believe it or not Comcast monitors the site and does take care of the problems (to an extent) listed on the site and the issues discussed.