Here's a little conversation between Stafe and I in a chat session about intermittent internet and the modem the key issue.
This chat took about an hour and before I did this I was talking to Diana for about 40 minutes.
chat id :
Problem : Internet keeps going out.
Aaron > Internet keeps going out.
Stafe > Hello Aaron_, Thank you for contacting Comcast Live Chat Support. My name is Stafe. Please give me one moment to review your information.
Stafe > My pleasure to have you on this chat, Aaron! I hope you are well. I always remain committed and focused to provide you quality customer service at my fullest effort.
Aaron_ > thank you
Stafe > I understand that you are having problems with your internet connection.
Stafe > I apologize for the inconvenience your internet connection has brought you.
Stafe > Don't you worry, as your Comcast service representative, I want you to know that issue resolution and your satisfaction are my top priorities for today.
Stafe > Inorder for me to assist you with your concern, please provide me the following information:
1. Account holder's name
2. Phone number starting with the area code
3. Service address with zip code
4. Last four of the SSN
Aaron_ > well i was just in here speaking to diana and she reset my modem and it didn't come back for 20 min well i was tired of waiting and went out for a smoke. came back and the internet was back and she had left chat
Stafe > I see, Aaron.
Stafe > I am sorry for that.
Aaron_ > but i bet you still need my info
Stafe > That is because the system automatically closes after few minutes.
Stafe > Yes, Aaron.
Stafe > Please do.
Aaron_ > i don't have the ssn
Stafe > That is fine, Aaron.
Stafe > Can I have the information?
Aaron_ > you there?
Aaron_ > it didn't send?
Stafe > It did not, Aaron.
Aaron_ > <name> <address> <account number>
Stafe > Thank you very much for verifying your account information, Aaron.
Stafe > Please give me 2-3 minutes to check on your account.
Stafe > Aaron, I am not able to get the account.
Stafe > Can I have the phone number?
Aaron_ > what is going on here. i gave teh same information to diana and she found it
Stafe > Okay.
Stafe > Please give me 2 more minutes.
Aaron_ > <name> <address> <account number>
Aaron_ > <address>.
Stafe > Now I found it.
Stafe > The account number is <different account number>
Aaron_ > I don't know if you have the right account
Stafe > <name>
Stafe > <address>
Stafe > Is that correct?
Aaron_ > I was just in my account and the number it said was what i gave you.
Aaron_ > can account numbers change?
Stafe > Can you please verify what services you have, Aaron?
Aaron_ > internet and tv
Stafe > That is correct.
Stafe > Can I have the serial number and model of your modem?
Stafe > Is it Motorola SB5120?
Aaron_ > Hang on I'll have to go check its in the other room
Stafe > Sure, Aaron.
Stafe > Thank you.
Aaron_ > yes its a
Stafe > I have the right account then.
Stafe > We are now good to troubleshoot.
Stafe > I have run a health check and the modem shows to be fine.
Aaron_ > wait a sec. why do we have differing account numbers?
Stafe > It has the green status as proof for that.
Aaron_ > I have the blue sheet with the information in front of me with that number
Stafe > Aaron, the account number changed due to the transfer of service address.
Aaron_ > ok. that makes sense sort of. but anyway. it's not about the modem not working. it's about the modem working more intermittently
Stafe > Yes, Aaron.
Stafe > I do understand that.
Aaron_ > like when i want to watch a movie or play a game online i'll get in for 5 maybe 10 minutes and then poof no internet
Stafe > To troubleshoot this you will need eliminate the possible causes, first, you will need to clear your cache and cookies and internet files, and then do the speed test. Can you do that and tell me the results please?
Aaron_ > sure. one sec
Stafe > Thank you.
Stafe > How is it, Aaron?
Aaron_ > super slow
Aaron_ >
http://www.speedtest.net/result/1012155723.pngStafe > Please try
http://portland.speedtest.comcast.net/s ... index.html Stafe > Thank you.
Aaron_ > ok two secs
Stafe > No problem, Aaron.
Aaron_ > this is looking even worse
Stafe > Okay.
Stafe > Aaron, are you using a router?
Aaron_ >
http://results.speedtest.comcast.net/re ... 051482.pngAaron_ > yes
Stafe > Where did you get the router?
Aaron_ > best buy a couple months ago
Stafe > I see.
Stafe > Will you be able to bypass the router?
Aaron_ > ya i can. give me a few
Stafe > Sure.
Stafe > Please be back in not more than 3 minutes.
Aaron_ > well thats a no go. It says unidentified network
Aaron_ > it wouldn't do anything
Stafe > Oh okay.
Stafe > I understand that you still want to use your router, but if it's the same slow speed, you have to bypass the router and make sure that you power cycle the modem. (Plug it off and plug it in after 30 seconds), then restart your computer and test the connection again. And if it still the same, you have to make sure that you are connected to the modem directly and call us so we can make a schedule for the Internet technician, But if the connection is good, then the problem is clearly with the router. If that is the case, all you need to do is call your router manufacturer and have them upgrade the firmware of your router so you can use it again without problems. Also, since you have subscribed to our high speed internet and if you are renting the modem you are eligible to have the free wireless router.
Aaron_ > ok. I think the speed was a fluke. after i cleared my internet history my whole computer started running slow. let me try it again.
Stafe > Alright, Aaron.
Aaron_ >
http://results.speedtest.comcast.net/re ... 051882.pngAaron_ > its better but i don't understand
Aaron_ > Stafe?
Stafe > Yes, Aaron.
Stafe > Did you read about the router?
Aaron_ > it's not the router. when the internet goes out the modem goes solid. like nothing is happening.
...and then nothing.
I hate you comcast and you Stafe pompous SOB.
Posted: Wed May 19, 2010 8:56 pm
