[ale] Comcast not in the real world!

Byron A Jeff byron at cc.gatech.edu
Mon Aug 25 15:56:45 EDT 2003


> 
> I hace been experencing problems with my Comcast cable connection since
> a bad storm last week. My gateway keeps going away.  I see constant
> incoming data but cannot get out or even ping their gateway.

Bummer.

> 
> I have put a new modem in place to make sure that thr problem wasn't on
> my end but this happens randomly a couple of times an hour.  I reset the
> modem and everything comes back.

Which means that it isn't your problem. However Comcast to dutifully try to
make it your problem.

> 
> Well, I broke down and dropped an email to support. Here is what I got
> back.
> 
> ----------------------------------------------------------------------
> Randal,
> 
> Thank you for writing to Comcast.
> 
> I sincerely apologize for any problems you have experienced with the
> Comcast Internet service. Please call us when the connection is down and
> we will be glad to troubleshoot this with you. Please be sure that the
> computer is connected directly to the cable modem (with no router/hub in
> use) when contacting us, as we do not support home networks and will not
> be able to troubleshoot until the computer is connected directly.
> 
> ------------------------------------------------------------------------

That looks like a canned script. I have this discussion with them all the time.
I have a tough time getting them to understand that if the modem doesn't show
a locked/registered connection, that it doesn't matter what is going on with
the computer. 

> 
> I gurss that I should do what they say.  I wonder what will happen if I
> call them and they find out that I am running a linux system and not
> windows ??

They spazz out, especially the 1st level tech support who is operating from
a script.

I find that starting with "The cable light on the cable modem is red." and
repeating it after everything they ask makes some progress.

But they are so dyed in the wool Windows folks their expectation is that if
something isn't working that it can be attributed to the computer.

> 
> Has anybody had experience with them ??

Quite a bit. Actually everything has been working quite well lately. My
machine has been ssh-ed in to Georgia Tech for several days without
connection loss.

Your best bet is to keep is focused on the cable modem. That's the way to
keep them from delving too much into the computer.

BAJ
_______________________________________________
Ale mailing list
Ale at ale.org
http://www.ale.org/mailman/listinfo/ale





More information about the Ale mailing list