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Today I contacted Comcast

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WDF?

#1 Posted: : Thursday, June 18, 2009 8:38:01 PM

Rank: The Illuminist

Groups: Administration

Joined: 5/8/2006
Posts: 8,410
Points: 2,875
Location: Seattle

user James_ has entered room

James(Thu Jun 18 2009 23:24:31 GMT-0700 (Pacific Daylight Time))>

Modem keeps losing sync. Been off and on all day now. Wondering what's going on.

analyst Shiela has entered room

Shiela(Thu Jun 18 2009 23:24:39 GMT-0700 (Pacific Daylight Time))>

Hello James_, Thank you for contacting Comcast Live Chat Support. My name is Shiela. Please give me one moment to review your information.

Shiela(Thu Jun 18 2009 23:24:42 GMT-0700 (Pacific Daylight Time))>

How are you?

James_(Thu Jun 18 2009 20:24:44 GMT-0700 (Pacific Daylight Time))>

Not bad, yourself?

Shiela(Thu Jun 18 2009 23:25:01 GMT-0700 (Pacific Daylight Time))>

It is good to hear that you are doing fine, James.

Shiela(Thu Jun 18 2009 23:25:06 GMT-0700 (Pacific Daylight Time))>

I feel great too. Thank you for asking.

Shiela(Thu Jun 18 2009 23:25:22 GMT-0700 (Pacific Daylight Time))>

I see here that you have connection issues. Is that right?

James_(Thu Jun 18 2009 20:25:20 GMT-0700 (Pacific Daylight Time))>

Yep

Shiela(Thu Jun 18 2009 23:25:26 GMT-0700 (Pacific Daylight Time))>

To further assist you, may I ask for the account number?

James_(Thu Jun 18 2009 20:25:35 GMT-0700 (Pacific Daylight Time))>

Don't have it available at the moment. I have my social, etc

Shiela(Thu Jun 18 2009 23:25:52 GMT-0700 (Pacific Daylight Time))>

That is alright.

Shiela(Thu Jun 18 2009 23:26:03 GMT-0700 (Pacific Daylight Time))>

May I ask for the last 4 of the SSN?

James_(Thu Jun 18 2009 20:26:07 GMT-0700 (Pacific Daylight Time))>

XXXX

Shiela(Thu Jun 18 2009 23:26:25 GMT-0700 (Pacific Daylight Time))>

We need to do some troubleshooting steps to address the issue.

Shiela(Thu Jun 18 2009 23:26:27 GMT-0700 (Pacific Daylight Time))>

Thank you for that information.

Shiela(Thu Jun 18 2009 23:26:30 GMT-0700 (Pacific Daylight Time))>

Please give me a minute or two while I pull up your account.

James_(Thu Jun 18 2009 20:27:12 GMT-0700 (Pacific Daylight Time))>

To help expedite this process, I've already disconnected the router and gone directly from the modem to my computer. Same issues. Power-cycled modem. Didn't fix problem.

James_(Thu Jun 18 2009 20:27:24 GMT-0700 (Pacific Daylight Time))>

So it's not an issue with my router.

Shiela(Thu Jun 18 2009 23:27:45 GMT-0700 (Pacific Daylight Time))>

Okay James.

Shiela(Thu Jun 18 2009 23:28:04 GMT-0700 (Pacific Daylight Time))>

Let me reset the modem and send signal to your system to refresh the system.

Shiela(Thu Jun 18 2009 23:28:15 GMT-0700 (Pacific Daylight Time))>

May I ask when did the issue started?

James_(Thu Jun 18 2009 20:28:15 GMT-0700 (Pacific Daylight Time))>

This morning

James_(Thu Jun 18 2009 20:28:28 GMT-0700 (Pacific Daylight Time))>

Been going out every 20 minutes or so

Shiela(Thu Jun 18 2009 23:28:40 GMT-0700 (Pacific Daylight Time))>

Okay

Shiela(Thu Jun 18 2009 23:28:52 GMT-0700 (Pacific Daylight Time))>

James, let me reset the modem for you.

James_(Thu Jun 18 2009 20:29:03 GMT-0700 (Pacific Daylight Time))>

Won't that disconnect us?

Shiela(Thu Jun 18 2009 23:29:15 GMT-0700 (Pacific Daylight Time))>

We will lose connection for a minute or two but will get back.

James_(Thu Jun 18 2009 20:29:18 GMT-0700 (Pacific Daylight Time))>

ok

Shiela(Thu Jun 18 2009 23:29:24 GMT-0700 (Pacific Daylight Time))>

Please stay on chat with me.

Shiela(Thu Jun 18 2009 23:29:39 GMT-0700 (Pacific Daylight Time))>

I will also send signal to your system so that there will be good connection.

Shiela(Thu Jun 18 2009 23:30:06 GMT-0700 (Pacific Daylight Time))>

May I ask what are you using to chat with me right now?

Shiela(Thu Jun 18 2009 23:30:22 GMT-0700 (Pacific Daylight Time))>

The system have detected that there is no modem.

James_(Thu Jun 18 2009 20:31:05 GMT-0700 (Pacific Daylight Time))>

Using firefox

user James_ has left room

analyst Shiela has left room

user James_ has entered room

analyst Shiela has entered room

Shiela(Thu Jun 18 2009 23:31:09 GMT-0700 (Pacific Daylight Time))>

Please make sure that the connections are secured in place.

Shiela(Thu Jun 18 2009 23:31:10 GMT-0700 (Pacific Daylight Time))>

Please make sure that the connections are secured in place.

James_(Thu Jun 18 2009 20:32:16 GMT-0700 (Pacific Daylight Time))>

They are...

James_(Thu Jun 18 2009 20:32:23 GMT-0700 (Pacific Daylight Time))>

They'd have to be for us to be chatting.

Shiela(Thu Jun 18 2009 23:32:38 GMT-0700 (Pacific Daylight Time))>

Okay.

James_(Thu Jun 18 2009 20:32:39 GMT-0700 (Pacific Daylight Time))>

If there wasn't a modem, I couldn't be chatting with you.

Shiela(Thu Jun 18 2009 23:32:48 GMT-0700 (Pacific Daylight Time))>

I have reset the modem here.

Shiela(Thu Jun 18 2009 23:33:00 GMT-0700 (Pacific Daylight Time))>

That would be right, James.

James_(Thu Jun 18 2009 20:33:16 GMT-0700 (Pacific Daylight Time))>

Shiela(Thu Jun 18 2009 23:30:22 GMT-0700 (Pacific Daylight Time))>

The system have detected that there is no modem.

James_(Thu Jun 18 2009 20:33:21 GMT-0700 (Pacific Daylight Time))>

Was in response to that

Shiela(Thu Jun 18 2009 23:33:35 GMT-0700 (Pacific Daylight Time))>

The modem needs to be reset from time to time so that the connection will be good.

Shiela(Thu Jun 18 2009 23:33:37 GMT-0700 (Pacific Daylight Time))>

Okay.

Shiela(Thu Jun 18 2009 23:33:49 GMT-0700 (Pacific Daylight Time))>

Sorry for that James. Typed in the wrong message.

James_(Thu Jun 18 2009 20:34:15 GMT-0700 (Pacific Daylight Time))>

So there is no issues with our signal or modem?

Shiela(Thu Jun 18 2009 23:34:22 GMT-0700 (Pacific Daylight Time))>

Let me send a signal now to your modem.

Shiela(Thu Jun 18 2009 23:35:00 GMT-0700 (Pacific Daylight Time))>

I have done a system check and the signal is good.

Shiela(Thu Jun 18 2009 23:35:21 GMT-0700 (Pacific Daylight Time))>

Let me send a signal to your system so that the connection will be better.

user James_ has left room

analyst Shiela has left room

user James_ has entered room

analyst Shiela has entered room

James_(Thu Jun 18 2009 20:36:58 GMT-0700 (Pacific Daylight Time))>

I don't think that fixed it.

James_(Thu Jun 18 2009 20:37:07 GMT-0700 (Pacific Daylight Time))>

(Just happened again)

Shiela(Thu Jun 18 2009 23:38:10 GMT-0700 (Pacific Daylight Time))>

James, I have sent signal to your system and we had disruption for a while as the signal is being refreshed and brought to your system.

James_(Thu Jun 18 2009 20:39:23 GMT-0700 (Pacific Daylight Time))>

So now what?

Shiela(Thu Jun 18 2009 23:40:08 GMT-0700 (Pacific Daylight Time))>

I have reset and sent signal already to your system so that the connection will work fine.

James_(Thu Jun 18 2009 20:40:23 GMT-0700 (Pacific Daylight Time))>

So the problem is fixed then?

Shiela(Thu Jun 18 2009 23:40:32 GMT-0700 (Pacific Daylight Time))>

You can also reset the modem on your end, James.

Shiela(Thu Jun 18 2009 23:40:37 GMT-0700 (Pacific Daylight Time))>

Yes, the issue has been fixed.

James_(Thu Jun 18 2009 20:40:41 GMT-0700 (Pacific Daylight Time))>

I've done so four times today

Shiela(Thu Jun 18 2009 23:41:15 GMT-0700 (Pacific Daylight Time))>

That is good that you are able to reset the modem, James.

James_(Thu Jun 18 2009 20:41:21 GMT-0700 (Pacific Daylight Time))>

I can understand the need to powercycle the modem, but this being the fifth time today... tells me something is wrong either with the modem or the connection.

Shiela(Thu Jun 18 2009 23:42:03 GMT-0700 (Pacific Daylight Time))>

James, we need to powercycle the modem from time to time.

James_(Thu Jun 18 2009 20:42:36 GMT-0700 (Pacific Daylight Time))>

Right. I get that. I'm trying to convey that we've had uninterrupted service until today and only today have we had to reset the modem multiple times.

Shiela(Thu Jun 18 2009 23:43:02 GMT-0700 (Pacific Daylight Time))>

There are many factors for connectivity issues like having the cables loose, there is network traffic and the modem needs to be refreshed.

Shiela(Thu Jun 18 2009 23:43:19 GMT-0700 (Pacific Daylight Time))>

I am sorry for the inconvenience James.

James_(Thu Jun 18 2009 20:43:52 GMT-0700 (Pacific Daylight Time))>

No problem. Is there some sort of reference number I can have in case it continues to happen today so that when I have to discuss it with the next tech I can point them to this conversation?

Shiela(Thu Jun 18 2009 23:44:35 GMT-0700 (Pacific Daylight Time))>

I am sorry but there is no reference number. You can save this chat transcript if you want, James.

Shiela(Thu Jun 18 2009 23:45:21 GMT-0700 (Pacific Daylight Time))>

James, is the modem from Comcast?

James_(Thu Jun 18 2009 20:45:45 GMT-0700 (Pacific Daylight Time))>

Yes

Shiela(Thu Jun 18 2009 23:45:58 GMT-0700 (Pacific Daylight Time))>

Okay.

Shiela(Thu Jun 18 2009 23:46:04 GMT-0700 (Pacific Daylight Time))>

Is there anything else I can do for you?

James_(Thu Jun 18 2009 20:46:16 GMT-0700 (Pacific Daylight Time))>

Nope, thanks

Shiela(Thu Jun 18 2009 23:46:35 GMT-0700 (Pacific Daylight Time))>

Alright, James.

Shiela(Thu Jun 18 2009 23:46:39 GMT-0700 (Pacific Daylight Time))>

I am glad that I was able to resolve the issue.

Shiela(Thu Jun 18 2009 23:46:41 GMT-0700 (Pacific Daylight Time))>

Kindly click on the "end session" button at the upper right of the chat screen to end this chat and to answer the survey. I hope that I have assisted you well and have resolved your issue. Thank you.

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Dick Cheney's Mechanical Heart

#2 Posted: : Thursday, June 18, 2009 9:06:17 PM

Rank: Coathanger Abortion

Groups: {pDs} Member, Server Admin

Joined: 5/17/2006
Posts: 3,487
Points: 1,990
Location: Undisclosed Location

I think it's a text-driven expert system. Or maybe it's someone who doesn't speak english and everything you say is being babelfished into their language in semi-realtime. Whatever that was it was totally comcastic.

Razor wrote:

Killing people is good therapy.

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Fat Pigeon

#3 Posted: : Thursday, June 18, 2009 9:07:10 PM

Rank: You're gonna stick that where?

Groups: Registered User, Server Admin

Joined: 7/3/2008
Posts: 190
Points: 303
Location: Pennsylvania

The same thing has been happening with me the last week or so (I have Comcast, too). I called them up three times and (they all sounded American, actually) they didn't help at all except tell me to power cycle my modem, my router, and my computer and then ended (three days in a row) with stuff along the lines of "We have received notice of connection problems in your area and are working to solve any problems."

Comcast's lack of customer service is truly incredible.

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HolyJaw

#4 Posted: : Friday, June 19, 2009 1:27:46 AM

Rank: Fecal Impaction For the Win!

Groups: Ogamer, Registered User

Joined: 5/9/2006
Posts: 1,666
Points: 2,478
Location: La Habra, Orange, CA

Dude, seriously, what. the. fuck.

silverwasp wrote:

Be careful what you wish for... I have 10 younger siblings and I am only 20....

Yes.... Same parents

WarMachine wrote:

meh...maybe if he hadn't been handed a burning house he could have done great things, but right now he has won the Prize for what? Damage Control?

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WDF?

#5 Posted: : Friday, June 19, 2009 2:43:58 AM

Rank: The Illuminist

Groups: Administration

Joined: 5/8/2006
Posts: 8,410
Points: 2,875
Location: Seattle

Incase you were wondering... the problem is not fixed. Sending signal didn't solve anything... whatever that means.

It did remind me of something though.

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Bike

#6 Posted: : Friday, June 19, 2009 8:50:46 AM

Rank: Fecal Impaction For the Win!

Groups: Newsie, Registered User

Joined: 6/16/2006
Posts: 1,301
Points: 1,263

Yes, that is right, James.

I am sending the signal now, James.

The signal has been sent, James.

Take my signal, you dirty little shit. Yes, James.

{pDs} Lead Salad: bike why did you change your name
Jessica343: so I can get heals
{pDs} Lead Salad: oh damn good idea
{pDs} Lead Salad has changed their name to {pDs} Lead Salad (is a girl)
Jessica343: hahah

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bragr

#7 Posted: : Friday, June 19, 2009 12:44:15 PM

Rank: Administration

Groups: Server Admin, Administration, {pDs} Member, Registered User

Joined: 11/19/2008
Posts: 1,014
Points: 2,767

It looks to me like a poorly written turring help desk. Here is a simple test:
If it is a program than it is storing your next line of text after it asks for your name in a variable, so get on the support, and when it asks for your name enter something like James "Big Dick, Small Balls" Mckenna. If every response after that ends with James "Big Dick , Small Balls" Mckenna, you got a program. If the support says something like wtf? Its just some fucktard support guy.

Also for shits and giggles enter something like James"); /n return(0); /* and see if it properly sanatizes input. If not, laugh you ass off as you crash their support systtem.

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