Things were going fairly well until Wed morning - none of the local sites (newspapers, radio stations, gas prices) would load. I could get to the east coast but that was it. I waited about a half hour then plugged in Xanadoo to finish my morning surf.
About an hour later I started pinging a few places to see if things had improved BUT the ping times were so high and I noticed the routes had changed dramatically - then I remembered I was using Xanadoo. I switched to Comcast and still could not get to the local newspaper. Xanadoo had just loaded it but Comcast told me it did not respond. Whatever.
I ran errands and took a nap. The following 24 hours were up and down. Yesterday morning same thing but I noticed with ping plotter I was not losing packets and some of the routing had changed drastically - to the point I thought I was back on Xanadoo and even got up to switch the cable.
Even though everything looked great in pingplotter - I could not load gmail, Google Reader, or Yahoo and then it got weird - like the DNS servers went offline.
I changed to Xanadoo and everything was happy. I spent quite a bit of time doing some reasearch and did not notice any difference until I tried to look up some images and I remembered I was on a 256K line.
So things have been good except minor outages.
I've called my personal customer service rep at the local office but he has not returned my call. No panic yet - but darn I hope things are not going backwards.
Has anyone ever had DVR recording 'pushed' to them? Several times my DVR has recorded things that I did not set up. They all seem to be 'new' shows that I have never seen scheduled before.
I have one of the new DCH6416 - larger HD for Hi-Def - a little better but the lag time between pushing remote button and action on he screen seems extremely long sometimes. And the front panel is a white LCD so I can not tell if it has 'seen' the button push and is waiting or if it has missed it.
So still not totally stable but much better then a few weeks ago.
Friday, April 25, 2008
Thursday, April 17, 2008
We found it
Remember the letter and check sent to the local Comcast office on March 17, 2008 by my father? It was returned today with a post it note that said it was found on her desk and because of the date of the check and the fact the account has a credit balance she felt it best to return everything to him as was.
The check was dated March 17, 2008. The letter accompanying the check requested an address change - the only request made and it was done on or about that date. And then the letter sat for almost 30 days until it was returned my mail yesterday and received by him today.
At least we now know where the payment went - why I was disconnected for a week will probably never be explained.
Comcast Broadband or whatever it is being called is still a hit and miss on speed and latency but tonight I have been surprised - it appears packet loss is almost zero and ping times are under 20 ms to everywhere. It has been a long time since I have seen this stability or speed but I figure in an hour it will be a different story -if not I'll be back to post.
The check was dated March 17, 2008. The letter accompanying the check requested an address change - the only request made and it was done on or about that date. And then the letter sat for almost 30 days until it was returned my mail yesterday and received by him today.
At least we now know where the payment went - why I was disconnected for a week will probably never be explained.
Comcast Broadband or whatever it is being called is still a hit and miss on speed and latency but tonight I have been surprised - it appears packet loss is almost zero and ping times are under 20 ms to everywhere. It has been a long time since I have seen this stability or speed but I figure in an hour it will be a different story -if not I'll be back to post.
Monday, April 14, 2008
Update 2008-04-14
I've spent the last 3 or4 days testing the Comcast High Speed Internet after I was re-connected last Tuesday April 8. The techs made two visits that day. The first came out because customer service said my modem was showing the wrong configuration. He got here and figured out it would be real hard to show anything because it was unplugged. He hooked it back up and it was working great. Checked all my Comcast/InsightBB mail. Everything looked great.
Then the account was disconnected by corporate - I am not sure why - they were suppose to be fixing it. Two other techs came out late evening and spent an hour trying to get me back online. They replaced the modem and after several calls they finally got me back online.
The next day I discovered I could not get to two of the email accounts I had transferred to Comcast from Insight - I have 3 others I have not transferred because I can not keep those account names - already in use by other Comcast customers - and I am still able to access them through InsightBB.
I no longer call Comcast customer service- I have a Chicago number that gets to me to my own Comcast representative at the local office. He has been absolutely great and is completely aware of all my past problems.
I called about my email accounts and he gave me to a tech that upgraded me to the next level. She told me since I had disconnected my account I lost all my email addresses and wanted a new address.
Now you can imagine my surprise - first I had not disconnected my account - they had - second, I have had one of those account names since Insightbb was first introduced - I was one of the original users I guess because four of my accounts were initials like ABC(at)insightbb.com or XYZ(at)insightbb.com. I picked them at my grandchildren were born. And third, the primary account still worked fine - it just did not show any of my secondary accounts.
Anyway I told her that was unacceptable and I would contact my corporate service person. Amazingly after not being able to find them for 10 minutes she found them but the system would not let her turn them back on or whatever she called it. She created a ticket number and said she would send it to some one that could help. Fine.
About five minutes later, one of the accounts starting working again (I use Thunderbird and POP with Comcast/Insight and Imap with Google). But the other still had not come back.
I only had a few minutes to screw with it this morning so I called Customer Service and they said the ticket number was invalid. Here we go again. I didn't really want to bother my local contact but then again, that is what he is here for.
So minor glitch with email and secondary accounts.
I am still having big issues with dropped packets (go to my dslReports - upper left corner of this blog). The latency is under 30ms constantly so the lag is bad since I guess the lost packets are received much faster. But when I have 1000 Sacks in one file download - I figure I still have a problem.
Speeds are all over the place but that could just be the Internet. Tracerts staying within Comcast's local and Chicago networks are still showing packet lost but not as bad. Tracerts outside are well - beyond their control but the only routers losing packets or not responding are inside the Comcast network.
I tried to access a Yahoo account right before I started this posting at 6:33pm - A reload was requested twice and now at 6:55pm the screen still shows loading. But weirdly I am also seeing Transferring data from www.blogger.com.... at the bottom of this screen but all I am doing is typing this post.
Hope I can post this message - guess I better copy it to NotePad before I try. If there are no other comments then it posted normally. If there are further comments after this statement they are not going to be nice.
Then the account was disconnected by corporate - I am not sure why - they were suppose to be fixing it. Two other techs came out late evening and spent an hour trying to get me back online. They replaced the modem and after several calls they finally got me back online.
The next day I discovered I could not get to two of the email accounts I had transferred to Comcast from Insight - I have 3 others I have not transferred because I can not keep those account names - already in use by other Comcast customers - and I am still able to access them through InsightBB.
I no longer call Comcast customer service- I have a Chicago number that gets to me to my own Comcast representative at the local office. He has been absolutely great and is completely aware of all my past problems.
I called about my email accounts and he gave me to a tech that upgraded me to the next level. She told me since I had disconnected my account I lost all my email addresses and wanted a new address.
Now you can imagine my surprise - first I had not disconnected my account - they had - second, I have had one of those account names since Insightbb was first introduced - I was one of the original users I guess because four of my accounts were initials like ABC(at)insightbb.com or XYZ(at)insightbb.com. I picked them at my grandchildren were born. And third, the primary account still worked fine - it just did not show any of my secondary accounts.
Anyway I told her that was unacceptable and I would contact my corporate service person. Amazingly after not being able to find them for 10 minutes she found them but the system would not let her turn them back on or whatever she called it. She created a ticket number and said she would send it to some one that could help. Fine.
About five minutes later, one of the accounts starting working again (I use Thunderbird and POP with Comcast/Insight and Imap with Google). But the other still had not come back.
I only had a few minutes to screw with it this morning so I called Customer Service and they said the ticket number was invalid. Here we go again. I didn't really want to bother my local contact but then again, that is what he is here for.
So minor glitch with email and secondary accounts.
I am still having big issues with dropped packets (go to my dslReports - upper left corner of this blog). The latency is under 30ms constantly so the lag is bad since I guess the lost packets are received much faster. But when I have 1000 Sacks in one file download - I figure I still have a problem.
Speeds are all over the place but that could just be the Internet. Tracerts staying within Comcast's local and Chicago networks are still showing packet lost but not as bad. Tracerts outside are well - beyond their control but the only routers losing packets or not responding are inside the Comcast network.
I tried to access a Yahoo account right before I started this posting at 6:33pm - A reload was requested twice and now at 6:55pm the screen still shows loading. But weirdly I am also seeing Transferring data from www.blogger.com.... at the bottom of this screen but all I am doing is typing this post.
Hope I can post this message - guess I better copy it to NotePad before I try. If there are no other comments then it posted normally. If there are further comments after this statement they are not going to be nice.
Wednesday, April 09, 2008
Check out the packets retransmitted and ACKS and SACKS numbers - and this was one of the better tests - sigh.
WEB100 Enabled Statistics:
Checking for Middleboxes . . . . . . . . . . . . . . . . . . Done
checking for firewalls . . . . . . . . . . . . . . . . . . . Done
running 10s outbound test (client-to-server [C2S]) . . . . . 950.0kb/s
running 10s inbound test (server-to-client [S2C]) . . . . . . 6.11Mb/s
------ Client System Details ------
OS data: Name = Windows XP, Architecture = x86, Version = 5.1
Java data: Vendor = Sun Microsystems Inc., Version = 1.6.0_03
------ Web100 Detailed Analysis ------
10 Mbps Ethernet link found.
Link set to Full Duplex mode
No network congestion discovered.
Good network cable(s) found
Normal duplex operation found.
Web100 reports the Round trip time = 30.78 msec; the Packet size = 1380 Bytes; and
There were 125 packets retransmitted, 528 duplicate acks received, and 555 SACK blocks received
The connection stalled 12 times due to packet loss
The connection was idle 2.78 seconds (27.79%) of the time
C2S throughput test: Packet queuing detected: 0.40%
S2C throughput test: Packet queuing detected: 12.06%
This connection is receiver limited 10.79% of the time.
This connection is sender limited 1.66% of the time.
This connection is network limited 87.55% of the time.
Web100 reports TCP negotiated the optional Performance Settings to:
RFC 2018 Selective Acknowledgment: ON
RFC 896 Nagle Algorithm: ON
RFC 3168 Explicit Congestion Notification: OFF
RFC 1323 Time Stamping: OFF
RFC 1323 Window Scaling: ON
Server 'miranda.ctd.anl.gov' is probably behind a firewall. [Connection to the ephemeral port failed]
Client is probably behind a firewall. [Connection to the ephemeral port failed]
Information: Network Middlebox is modifying MSS variable
Server IP addresses are preserved End-to-End
Client IP addresses are preserved End-to-End
WEB100 Enabled Statistics:
Checking for Middleboxes . . . . . . . . . . . . . . . . . . Done
checking for firewalls . . . . . . . . . . . . . . . . . . . Done
running 10s outbound test (client-to-server [C2S]) . . . . . 950.0kb/s
running 10s inbound test (server-to-client [S2C]) . . . . . . 6.11Mb/s
------ Client System Details ------
OS data: Name = Windows XP, Architecture = x86, Version = 5.1
Java data: Vendor = Sun Microsystems Inc., Version = 1.6.0_03
------ Web100 Detailed Analysis ------
10 Mbps Ethernet link found.
Link set to Full Duplex mode
No network congestion discovered.
Good network cable(s) found
Normal duplex operation found.
Web100 reports the Round trip time = 30.78 msec; the Packet size = 1380 Bytes; and
There were 125 packets retransmitted, 528 duplicate acks received, and 555 SACK blocks received
The connection stalled 12 times due to packet loss
The connection was idle 2.78 seconds (27.79%) of the time
C2S throughput test: Packet queuing detected: 0.40%
S2C throughput test: Packet queuing detected: 12.06%
This connection is receiver limited 10.79% of the time.
This connection is sender limited 1.66% of the time.
This connection is network limited 87.55% of the time.
Web100 reports TCP negotiated the optional Performance Settings to:
RFC 2018 Selective Acknowledgment: ON
RFC 896 Nagle Algorithm: ON
RFC 3168 Explicit Congestion Notification: OFF
RFC 1323 Time Stamping: OFF
RFC 1323 Window Scaling: ON
Server 'miranda.ctd.anl.gov' is probably behind a firewall. [Connection to the ephemeral port failed]
Client is probably behind a firewall. [Connection to the ephemeral port failed]
Information: Network Middlebox is modifying MSS variable
Server IP addresses are preserved End-to-End
Client IP addresses are preserved End-to-End
So far I am not sure - still having the same issues but not as often. I think the routing has improved. I was also told the C4s were wide open to see if the local system could handle the power boost - that's why I see 32000+ speeds once in a while.
But I am still losing lots of packets.
This router (listed below) can not be in hartford CT because if it is I am going to Chicago, then SouthBend IN then Hartford CT then back to CHI where I jump on Level 3. I figure they are all in chicago and changing reverse DNS records is not high on the list.
This router consistently loses 40+ percent of the packets so it is overloaded or broken or simply needs some TLC. The first number (43) is percentage of packets lost, then familiar IP address and DNS name.
I've left default DNS servers in place but I have noticed that 60 to 70 percent of the time I am talking to the server supposedly located in Michigan and listed second. I found that bad.
I'll be switching to a faster set of DNS servers, at least they use to be, later - wanted to try everything factory for a bit.
But I am still losing lots of packets.
This router (listed below) can not be in hartford CT because if it is I am going to Chicago, then SouthBend IN then Hartford CT then back to CHI where I jump on Level 3. I figure they are all in chicago and changing reverse DNS records is not high on the list.
This router consistently loses 40+ percent of the packets so it is overloaded or broken or simply needs some TLC. The first number (43) is percentage of packets lost, then familiar IP address and DNS name.
I've left default DNS servers in place but I have noticed that 60 to 70 percent of the time I am talking to the server supposedly located in Michigan and listed second. I found that bad.
I'll be switching to a faster set of DNS servers, at least they use to be, later - wanted to try everything factory for a bit.
Tuesday, April 08, 2008
Things are still not stable - check out this line quality test:
http://www.dslreports.com/linequality/nil/2372847
And I've lost access to my comcast.net mail accounts again - login failed.
Still lots of hesitation to google and blogspot - I did not see that on Xanadoo but Xanadoo gets there in less then 8 hops (if memory serves) with no packet loss and Comcast takes 12 hops with 2 or 3 of the hops losing packets.
And for some reason ftp transfers stall about 1K in.
So jury still out but at least I have not gotten so frustrated I switch to Xanadoo.
http://www.dslreports.com/linequality/nil/2372847
And I've lost access to my comcast.net mail accounts again - login failed.
Still lots of hesitation to google and blogspot - I did not see that on Xanadoo but Xanadoo gets there in less then 8 hops (if memory serves) with no packet loss and Comcast takes 12 hops with 2 or 3 of the hops losing packets.
And for some reason ftp transfers stall about 1K in.
So jury still out but at least I have not gotten so frustrated I switch to Xanadoo.
Latest update
Two techs came but could not get my modem to work or register with my account number. They installed a new modem with same result.
After several calls they finally got it working with the new modem. I think they had to treat me like a new customer to get it working.
Something had happened at corporate office I’m just not sure what.
Spoke too soon – something is not right – Thunderbird can not login to any of my Comcast.net accounts – invalid login.
My insight accounts still work OK. Something is weird. I can check insight accounts but when I send mail it never appears – should not say never - I waited for 10 minutes to check again.
Now I can access Comcast.net accounts. Oh well, I’ll test it in the morning.
Here is the last speed test to my favorite site. I have been getting very consistent readings for the last hour. I hope it lasts.
WEB100 Enabled Statistics:
Checking for Middleboxes . . . . . . . . . . . . . . . . . . Done
checking for firewalls . . . . . . . . . . . . . . . . . . . Done
running 10s outbound test (client-to-server [C2S]) . . . . . 1.10Mb/s
running 10s inbound test (server-to-client [S2C]) . . . . . . 945.46kb/s
------ Client System Details ------
OS data: Name = Windows XP, Architecture = x86, Version = 5.1
Java data: Vendor = Sun Microsystems Inc., Version = 1.6.0_03
------ Web100 Detailed Analysis ------
10 Mbps Ethernet link found.
Link set to Full Duplex mode
No network congestion discovered.
Good network cable(s) found
Normal duplex operation found.
Web100 reports the Round trip time = 54.24 msec; the Packet size = 1380 Bytes; and
There were 5 packets retransmitted, 0 duplicate acks received, and 0 SACK blocks received
The connection stalled 1 times due to packet loss
The connection was idle 0.26 seconds (2.36%) of the time
C2S throughput test: Packet queuing detected: 0.28%
S2C throughput test: Packet queuing detected: 41.16%
This connection is receiver limited 95.62% of the time.
This connection is network limited 2.91% of the time.
Web100 reports TCP negotiated the optional Performance Settings to:
RFC 2018 Selective Acknowledgment: ON
RFC 896 Nagle Algorithm: ON
RFC 3168 Explicit Congestion Notification: OFF
RFC 1323 Time Stamping: OFF
RFC 1323 Window Scaling: ON
Server 'miranda.ctd.anl.gov' is probably behind a firewall. [Connection to the ephemeral port failed]
Client is probably behind a firewall. [Connection to the ephemeral port failed]
Information: Network Middlebox is modifying MSS variable
Server IP addresses are preserved End-to-End
Client IP addresses are preserved End-to-End
After several calls they finally got it working with the new modem. I think they had to treat me like a new customer to get it working.
Something had happened at corporate office I’m just not sure what.
Spoke too soon – something is not right – Thunderbird can not login to any of my Comcast.net accounts – invalid login.
My insight accounts still work OK. Something is weird. I can check insight accounts but when I send mail it never appears – should not say never - I waited for 10 minutes to check again.
Now I can access Comcast.net accounts. Oh well, I’ll test it in the morning.
Here is the last speed test to my favorite site. I have been getting very consistent readings for the last hour. I hope it lasts.
WEB100 Enabled Statistics:
Checking for Middleboxes . . . . . . . . . . . . . . . . . . Done
checking for firewalls . . . . . . . . . . . . . . . . . . . Done
running 10s outbound test (client-to-server [C2S]) . . . . . 1.10Mb/s
running 10s inbound test (server-to-client [S2C]) . . . . . . 945.46kb/s
------ Client System Details ------
OS data: Name = Windows XP, Architecture = x86, Version = 5.1
Java data: Vendor = Sun Microsystems Inc., Version = 1.6.0_03
------ Web100 Detailed Analysis ------
10 Mbps Ethernet link found.
Link set to Full Duplex mode
No network congestion discovered.
Good network cable(s) found
Normal duplex operation found.
Web100 reports the Round trip time = 54.24 msec; the Packet size = 1380 Bytes; and
There were 5 packets retransmitted, 0 duplicate acks received, and 0 SACK blocks received
The connection stalled 1 times due to packet loss
The connection was idle 0.26 seconds (2.36%) of the time
C2S throughput test: Packet queuing detected: 0.28%
S2C throughput test: Packet queuing detected: 41.16%
This connection is receiver limited 95.62% of the time.
This connection is network limited 2.91% of the time.
Web100 reports TCP negotiated the optional Performance Settings to:
RFC 2018 Selective Acknowledgment: ON
RFC 896 Nagle Algorithm: ON
RFC 3168 Explicit Congestion Notification: OFF
RFC 1323 Time Stamping: OFF
RFC 1323 Window Scaling: ON
Server 'miranda.ctd.anl.gov' is probably behind a firewall. [Connection to the ephemeral port failed]
Client is probably behind a firewall. [Connection to the ephemeral port failed]
Information: Network Middlebox is modifying MSS variable
Server IP addresses are preserved End-to-End
Client IP addresses are preserved End-to-End
Latest Update
During the posting of my last message I got a call from a local Comcast person who asked how it was going. I told him not well and explained my disconnected Internet Service.
He asked to call me back, he wanted to make sure he could get a tech back here tonight.
Less then 10 minutes later he called back and informed me a tech was on the way. He also told me his boss had just handed him my email from this afternoon sent at about 1:50 pm.
Quick response. He also gave great news of the credits to my account – more then generous.
And I also have his direct number if I have any further problems.
And tomorrow he will call again to setup installation of a new DVR with a larger HD that might solve my HD recording problems.
Tech is not here yet so we’ll see.
And while I typed the last sentence in my doubting typeface, the tech called, I switched modems back to Comcast and I am still disconnected. He is on his way.
We’ll see.
He asked to call me back, he wanted to make sure he could get a tech back here tonight.
Less then 10 minutes later he called back and informed me a tech was on the way. He also told me his boss had just handed him my email from this afternoon sent at about 1:50 pm.
Quick response. He also gave great news of the credits to my account – more then generous.
And I also have his direct number if I have any further problems.
And tomorrow he will call again to setup installation of a new DVR with a larger HD that might solve my HD recording problems.
Tech is not here yet so we’ll see.
And while I typed the last sentence in my doubting typeface, the tech called, I switched modems back to Comcast and I am still disconnected. He is on his way.
We’ll see.
I can not believe it
I switched back to Xanadoo and read the response from Customer service – I blew a gasket – simply put, they told me to go to the local office, gave me 3 or 4 addresses of where they were (most were 30 or 40 minutes away) and told me to bring 2 pieces of valid ID to reconcile my account.
What the f##k is wrong with my account? It is paid in full and better have a f##king credit on it – a big one. I was not very nice when I responded to their stupid response.
They did tell me my email went to two places, both 3 or 4 groupings of letters like CVD and SDFG (I typed random letters) with no indication of what or whom the letters represented.
I still can not believe it. This is so over the top. I just looked up Dish and DirectTV numbers and checked to see how much a higher speed Xanadoo connection would cost me.
Suggestions on Sat TV?
What the f##k is wrong with my account? It is paid in full and better have a f##king credit on it – a big one. I was not very nice when I responded to their stupid response.
They did tell me my email went to two places, both 3 or 4 groupings of letters like CVD and SDFG (I typed random letters) with no indication of what or whom the letters represented.
I still can not believe it. This is so over the top. I just looked up Dish and DirectTV numbers and checked to see how much a higher speed Xanadoo connection would cost me.
Suggestions on Sat TV?
Amazing Results But is it fixed?
I chatted online with Comcast at about 11:45 am and another truck was scheduled to roll at 8 am tomorrow. The quickest response I ever got – but it gets better.
I crafted the Open Email to Comcast and sent it about 1:51 pm. Shortly after 2 pm I answered the door to a Comcast tech. At 2:02 pm I got a response from corporate (I cc the message to corporate) that he would escalate my problem.
I guess he did.
The tech checked my signals and he reconnected my modem and I switched the cat-5 from the Xanadoo modem to the Comcast RCA modem.
My computer immediately reported the change and I verified the DNS servers were correct.
First test I ran was ping plotter to Google. Ping times were under 20 but packet lost was still 25% at router in Chicago.
Packet loss to gmail was only 15% at a different router.
Speed test to speakeasy Chicago was 26946/1623. Awfully fast. Tech said he wished he could get that speed at home. He also warned they would not last.
Currently it is 17666/1256
DSLreports:
Download: 4728 (Kbps) Upload: 701 (Kbps)
Just now at about 3:42 pm I lost all service – TV and Internet – looks like everything was reset.
My IP address is the same – DNS servers have changed and I can not get any site to load. Weird.
Just reloaded Firefox and I’m getting a welcome to Comcast page wanting me to download some software. Not today. I’ve been shutoff.
Why do they screw with it when everything was working half way decent? I’ll give it whatever time it takes to finish this and then I’ll go back to Xanadoo modem and give up again.
Just checked Thunderbird and it can’t open any mail servers to see if I got a customer service response or explanation and I’m getting a Comcast Welcome screen. They’ve shut off my Internet Access.
Guess I’ll just go back to Xanadoo. What a bunch of crap.
To be absolutely certain I unhooked the Comcast modem (from everything and let it act like a paperweight while I made a sandwich – lost another lunch hour thanks to Comcast) and plugged it back in.
Still going to Comcast Welcome Page. Back to Xanadoo I go. I think the last nail in the coffin was just driven.
I crafted the Open Email to Comcast and sent it about 1:51 pm. Shortly after 2 pm I answered the door to a Comcast tech. At 2:02 pm I got a response from corporate (I cc the message to corporate) that he would escalate my problem.
I guess he did.
The tech checked my signals and he reconnected my modem and I switched the cat-5 from the Xanadoo modem to the Comcast RCA modem.
My computer immediately reported the change and I verified the DNS servers were correct.
First test I ran was ping plotter to Google. Ping times were under 20 but packet lost was still 25% at router in Chicago.
Packet loss to gmail was only 15% at a different router.
Speed test to speakeasy Chicago was 26946/1623. Awfully fast. Tech said he wished he could get that speed at home. He also warned they would not last.
Currently it is 17666/1256
DSLreports:
Download: 4728 (Kbps) Upload: 701 (Kbps)
Just now at about 3:42 pm I lost all service – TV and Internet – looks like everything was reset.
My IP address is the same – DNS servers have changed and I can not get any site to load. Weird.
Just reloaded Firefox and I’m getting a welcome to Comcast page wanting me to download some software. Not today. I’ve been shutoff.
Why do they screw with it when everything was working half way decent? I’ll give it whatever time it takes to finish this and then I’ll go back to Xanadoo modem and give up again.
Just checked Thunderbird and it can’t open any mail servers to see if I got a customer service response or explanation and I’m getting a Comcast Welcome screen. They’ve shut off my Internet Access.
Guess I’ll just go back to Xanadoo. What a bunch of crap.
To be absolutely certain I unhooked the Comcast modem (from everything and let it act like a paperweight while I made a sandwich – lost another lunch hour thanks to Comcast) and plugged it back in.
Still going to Comcast Welcome Page. Back to Xanadoo I go. I think the last nail in the coffin was just driven.
Open Email to Comcast Customer Service
Private Information Has been deleted.
Dear #####, I am ######### that traded emails with you concerning a posting I made on dslReports.
No one, including the Illinois Leadership Team, has contacted me about my problems and the online chat from this morning resulted in me writing the following Open Email to Comcast support just now:
Thanks for your help.
=====================
This is an Open Email to Comcast Customer Service in Chicago, Illinois written April 8, 2008 early afternoon:
Dear Comcast Customer Service,
One week ago I sent an email requesting the status of my account and problems. As of today I have not received a response or any calls. One week before that I was assured that the Illinois Leadership Team would contact me - I assumed they would do so quickly.
My problem was to be escalated to a higher level almost a month ago - it was painfully obvious that my problem has not been escalated when I chatted with a Customer Service Representative online this morning. His solution was to roll another truck - my modem has the wrong configuration.
I wonder how he was able to determine this since A)I was not using Comcast Internet Service to chat - I was forced to get a backup Internet Service Provider and B) My modem is currently acting as a paper weight holding down the only communication I have received from your company addressed to me personally - your new rate schedule and channel lineup which I must say was the most confusing piece of literature I have read recently and I used to be a college professor and a UNIX computer consultant so I should be able to understand just about anything that comes across my desk even though my sight is going and I am getting old.
Since it is obvious my problems are not under consideration and I am about to waste another half day as a prisoner in my home waiting for a tech that will probably not be able to solve my problems, like the three before him, I have a few requests.
Oh, by the way I have copies of the 20+ emails I have traded with Comcast Customer Service. I have copies of the dozen if not two dozen online chats I have had with customer service and I have video of the cell phone screens of the 5+ hours I have 'waited' on the phone for the next available service rep. I can provide these if it might help solve my problem. You can also visit adventinlife.blogspot.com which is my blog showing screen dumps of my problems and dialogs of my situations.
Here are my requests:
1) Please escalate my problems to someone that can solve it the first time. I'd also like a ticket number that anyone in your company can reference so that I can stop repeating myself.
2) I would like credit for the one week service interruption I was forced to accept because your local office could not process my payment properly. I know the payment was received because the letter accompanying my payment requested an address change. It was the only request for an address change and the change occurred the day they would have received payment assuming that the US mail service worked properly which is a fair assumption since other bills sent on the same day were posted properly. I do not know what happened to that payment but one week later a second payment was made in person to make sure I had a receipt and could continue my service, I use that term lightly laughing.
The address change request made in the payment (addressed to the local office) and the letter to acknowledge receipt went un-answered even though a self-addressed envelope was provided with the payment.
I would also like credit for the $4.95 Administration Charge I can only assume was either a late charge or charge for changing my address. I didn't receive any additional services to warrant the charge and if it costs for me to make changes to my account, well someone at corporate should review the customer retention rates or customer satisfaction levels - they can not be very high.
3) I want credit for the HIGH SPEED Internet Service I have not received since February 21, 2008 when you took over the service and my problems started.
4) If you wish me to continue using your Internet Service I would like to be enrolled in the $19.95 six-month special you are currently advertising. I was told that was only for new customers - I am a new customer, since January of 2008. I do not want to be charged for this change. Effectively I will be putting you on probation for 6 months.
5) Could I please get a DVR with a larger hard drive and one that records those programs I request in High Def dependably. If you are going to advertise a dual tuner DVR capable of recording High Def programming I would like one of those NOT the current DVR that shows my High Def scrambled from either a) a bad signal b) not enough memory or c) inability to download the many times incorrect TV schedule AND decode the signal AND respond to the remote control.
Hopefully the new one it has enough capacity to hold at least one NASCAR race without deleting a previously recorded unwatched show and then giving up because the hard disk is still too full but only has 3 or 4 low def one-hour shows in the directory.
If not, oh well, my Tivo can still do the job. It just irritates me that I had to buy a device to supplement the device (for which I am paying a monthly rental fee) to receive a high definition signal for my very expensive high def TV of the present which from the description of your services I should be enjoying immensely. I think that enjoyment might actually be a thing of the future, if ever, with your current equipment.
IF YOU ARE SKIMMING HERE IS A IMPORTANT PARAGRAPH:
If you can not provide these, I think, reasonable requests please let me know. I will contact the local franchising authority and lodge my complaints with them and I will promptly cancel all of your services and contact my lawyer.
This has gone past acceptable to laughable and incredulous.
Here is my pertinent information that should allow someone, with enough authority to solve my problems, to contact me. And don't forget, you also have this email address that my NEW Internet Service Provider has not yet failed to monitor and provide to my computer.
Contact and Account Information
========================
############
############
Springfield, IL #####
Comcast Acct #: ############5488
Telephone Number the account is under: 217.###.#### (Don't call 217.###.#### - I do not know whose number it is - it was never mine and I have no idea how it ended up on my account).
The number I can be reached at: 217.###.#### - <>: Do NOT make this the phone associated with my account - it is NOT my phone - I am borrowing it in case I lose Internet Service again. Email is usually my only form of communication beside direct person-to-person contact.
Thank you for your help.
Sent from IP address ##.###.###.## Xanadoo 256K wireless modem
Dear #####, I am ######### that traded emails with you concerning a posting I made on dslReports.
No one, including the Illinois Leadership Team, has contacted me about my problems and the online chat from this morning resulted in me writing the following Open Email to Comcast support just now:
Thanks for your help.
=====================
This is an Open Email to Comcast Customer Service in Chicago, Illinois written April 8, 2008 early afternoon:
Dear Comcast Customer Service,
One week ago I sent an email requesting the status of my account and problems. As of today I have not received a response or any calls. One week before that I was assured that the Illinois Leadership Team would contact me - I assumed they would do so quickly.
My problem was to be escalated to a higher level almost a month ago - it was painfully obvious that my problem has not been escalated when I chatted with a Customer Service Representative online this morning. His solution was to roll another truck - my modem has the wrong configuration.
I wonder how he was able to determine this since A)I was not using Comcast Internet Service to chat - I was forced to get a backup Internet Service Provider and B) My modem is currently acting as a paper weight holding down the only communication I have received from your company addressed to me personally - your new rate schedule and channel lineup which I must say was the most confusing piece of literature I have read recently and I used to be a college professor and a UNIX computer consultant so I should be able to understand just about anything that comes across my desk even though my sight is going and I am getting old.
Since it is obvious my problems are not under consideration and I am about to waste another half day as a prisoner in my home waiting for a tech that will probably not be able to solve my problems, like the three before him, I have a few requests.
Oh, by the way I have copies of the 20+ emails I have traded with Comcast Customer Service. I have copies of the dozen if not two dozen online chats I have had with customer service and I have video of the cell phone screens of the 5+ hours I have 'waited' on the phone for the next available service rep. I can provide these if it might help solve my problem. You can also visit adventinlife.blogspot.com which is my blog showing screen dumps of my problems and dialogs of my situations.
Here are my requests:
1) Please escalate my problems to someone that can solve it the first time. I'd also like a ticket number that anyone in your company can reference so that I can stop repeating myself.
2) I would like credit for the one week service interruption I was forced to accept because your local office could not process my payment properly. I know the payment was received because the letter accompanying my payment requested an address change. It was the only request for an address change and the change occurred the day they would have received payment assuming that the US mail service worked properly which is a fair assumption since other bills sent on the same day were posted properly. I do not know what happened to that payment but one week later a second payment was made in person to make sure I had a receipt and could continue my service, I use that term lightly laughing.
The address change request made in the payment (addressed to the local office) and the letter to acknowledge receipt went un-answered even though a self-addressed envelope was provided with the payment.
I would also like credit for the $4.95 Administration Charge I can only assume was either a late charge or charge for changing my address. I didn't receive any additional services to warrant the charge and if it costs for me to make changes to my account, well someone at corporate should review the customer retention rates or customer satisfaction levels - they can not be very high.
3) I want credit for the HIGH SPEED Internet Service I have not received since February 21, 2008 when you took over the service and my problems started.
4) If you wish me to continue using your Internet Service I would like to be enrolled in the $19.95 six-month special you are currently advertising. I was told that was only for new customers - I am a new customer, since January of 2008. I do not want to be charged for this change. Effectively I will be putting you on probation for 6 months.
5) Could I please get a DVR with a larger hard drive and one that records those programs I request in High Def dependably. If you are going to advertise a dual tuner DVR capable of recording High Def programming I would like one of those NOT the current DVR that shows my High Def scrambled from either a) a bad signal b) not enough memory or c) inability to download the many times incorrect TV schedule AND decode the signal AND respond to the remote control.
Hopefully the new one it has enough capacity to hold at least one NASCAR race without deleting a previously recorded unwatched show and then giving up because the hard disk is still too full but only has 3 or 4 low def one-hour shows in the directory.
If not, oh well, my Tivo can still do the job. It just irritates me that I had to buy a device to supplement the device (for which I am paying a monthly rental fee) to receive a high definition signal for my very expensive high def TV of the present which from the description of your services I should be enjoying immensely. I think that enjoyment might actually be a thing of the future, if ever, with your current equipment.
IF YOU ARE SKIMMING HERE IS A IMPORTANT PARAGRAPH:
If you can not provide these, I think, reasonable requests please let me know. I will contact the local franchising authority and lodge my complaints with them and I will promptly cancel all of your services and contact my lawyer.
This has gone past acceptable to laughable and incredulous.
Here is my pertinent information that should allow someone, with enough authority to solve my problems, to contact me. And don't forget, you also have this email address that my NEW Internet Service Provider has not yet failed to monitor and provide to my computer.
Contact and Account Information
========================
############
############
Springfield, IL #####
Comcast Acct #: ############5488
Telephone Number the account is under: 217.###.#### (Don't call 217.###.#### - I do not know whose number it is - it was never mine and I have no idea how it ended up on my account).
The number I can be reached at: 217.###.#### - <
Thank you for your help.
Sent from IP address ##.###.###.## Xanadoo 256K wireless modem
Not Alone
I’ve been reading the local newspaper of a small town about 30 miles away about all of the problems their town folks have had with the Comcast switch over.
Today, a popular local radio station had a discussion about Comcast and the phones calls and stories rolled in – they spent an hour on the issue. There were good and bad stories but mainly bad.
So on one hand I am glad to not be alone but on the other hand I have confirmed my worst fears – their customer service is non-existent.
Today marks two weeks since someone was suppose to contact me. It has been one week since I sent my last email message requesting the status of my account.
As of this moment I have heard absolutely nothing. No phone calls – no emails (except automated response that they did get my email from last week) – no resolution.
I did get a letter telling me how much my services would cost in the future but it was so confusing I ignored it for now – service is not working properly anyway – why would I add services.
When something does not work I either A) return it B) throw it away C) raise hell. D) (kids might be reading)
Today it is time for option C. And if I get no results – option D which I will not list since there may be children reading this.
One more request and then I will ignore them. Won’t do much good but at least I will not be supporting a lost cause.
Today, a popular local radio station had a discussion about Comcast and the phones calls and stories rolled in – they spent an hour on the issue. There were good and bad stories but mainly bad.
So on one hand I am glad to not be alone but on the other hand I have confirmed my worst fears – their customer service is non-existent.
Today marks two weeks since someone was suppose to contact me. It has been one week since I sent my last email message requesting the status of my account.
As of this moment I have heard absolutely nothing. No phone calls – no emails (except automated response that they did get my email from last week) – no resolution.
I did get a letter telling me how much my services would cost in the future but it was so confusing I ignored it for now – service is not working properly anyway – why would I add services.
When something does not work I either A) return it B) throw it away C) raise hell. D) (kids might be reading)
Today it is time for option C. And if I get no results – option D which I will not list since there may be children reading this.
One more request and then I will ignore them. Won’t do much good but at least I will not be supporting a lost cause.
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