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Comments on news posted 2005-04-08 09:56:14: Users in our Comcast forum offer up temporary workarounds for what was a fairly major Comcast outage that hit the company's system yesterday. Apparently several DNS issues are starting to be resolved, and users are coming back on-line. ..
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 Trillionare
join:2003-04-13
Bel Air, MD | The outage Im im Maryland and I experienced the outage too it was arount 7pm. Calling the comcast number yielded a busy signal and then a message waying the 1800 number had been disconnected.LOL you gotta love comcast! | |
| neftv
join:2000-10-01
Broomall, PA
 ·Broadvox Direct
| Comcast should do this When they have problems with DNS why don't they tell their DHCP server to broadcast temporary public DNS address to the subscribers affected so that everyone gets the DNS and no downtime. When DNS is working again it goes back to normal. That make sense? Is that doable? | |
| snrsuave
join:2001-03-31
Olivehurst, CA
| Better than the rest I've had problems with Comcast. I've had problems with Cox, Sprint, AT&T, MCI, and pretty much every other major corporation I've ever had to do business with. I've been a Comcast customer for a little over a year now, and I have been very happy with their service. I've had a small outage here and there, but it's not bad when you realize that they have the largest broadband network in the country! In fact, they are the only company in my list that automatically gave me an upgrade without an increase in price. As far as I can tell, none of the other companies come close. I'm happy with my 6600/768 connection and service. | |
| Mad_Martigan
join:2002-10-23
Provo, UT
| eh, heh, and so on.... I must say I was suspecting my hardware as well... I power-cycled all my hardware, and it was still happening. I realized the cause was not on my end when I was able to sign into MSN messenger, (and chat), but was unable to even get to comcast's site.
This is the first MAJOR outage in my area (Provo, UT) in the last 6 months+. There have been a couple of minor ones (1 hour or less - Cycling sometimes fixed). (At least that I remeber experiencing)...
Overall, I'm satisfied with comcast. For 55$/month, I'll try to deal with crappy support with a line upgraded from 1500/256 to 3000/256 to 4000/384 for no additional cost. (HSI is my only service from them)
BTW: I gave up contacting tech support after about my #'th call to the @home support people. Comcast is doing a way better job than @home ever did...
Also, DSL is out of the question for me - too far (measured online @ 18000FT, actual was 24000FT - I got a better connection inside my house than at the actual tap on the outside... :| One of my neighbors has MSN/Qwest DSL, and they get kicked offline every other time I chat with them - and they're paying 25-30$... (I'll take the stability and higher price over their 256/128 speeds)... | |
| | Mad_Martigan
join:2002-10-23
Provo, UT | Re: eh, heh, and so on.... doh! This was supposed to go in the thanks BBR topic (sorry  ) | |
| | | 
CableConvert
Premium
join:2003-12-05
Atlanta, GA
| Thanks Again BBR Once again, the fix was here (once I could get here). This site is the real deal.
It would be nice for Comcast to have at least acknowledged the problem on its website (isn't that one of the top 10 gripes???). They had decided it was fixed just when it got going full swing...go figure | |
| | 
catseyenu
Ack Pfft
Premium
join:2001-11-17
Fix East
| Psst! Bypass the "middleman", run your own. 
Painless, clean, point and click install with no configuration needed. Has none of the Bind vulnerabilities that made the Comcast update necessary.
TreeWalk DNS v.8.0. 'Hawk' Released - Free for educational or home use.
»ntcanuck.com/ | |
| jdir
join:2001-05-04
Santa Clara, CA
| DNS I wouldn't count on a single DNS - try adding different DNS from different ISP into your window "Internet Protocol Properties" - click advanced and add a bunch in.
Some router also has multiple DNS backup - add them in - you never know when some DNS running on those Linux box crash | |
| | 
Denjin
join:2001-01-18
Schaumburg, IL | Re: DNS I never noticed a problem, but their DNS does suck. I run a caching name server at home, which helps me out in minor outages at least.
--
Ningen wa, ningen da. | |
| 
skelet0r
Premium
join:2004-04-26
Florence, AL
| BBR Rules I had the same problem as everyone. Thought it was on my end, power cycled modem and router twice before coming to the conclusion that it had to be Comcast. Tried calling, got through one time, then it automatically hung up on me. After reading some posts here, changed my DNS servers, and BLAM. Comcast tech support is a joke. You would think that with this big of an outage they would let thier users know about it within the call system, but nope. Rather leave you guessing. | |
| apollo80
join:2002-01-31
Richmond, VA
| Outage in Richmond, VA My internet connection went down while I was online in Richmond, VA. At first I thought I had a problem with my router, and went through all the appropriate checks.
Then I called Comcast. I got through, but was put on hold, and then told to try back later, or go to comcast.com for more assistance (can't do that, I coulnd't get online).
I went to visit my girlfriend and tried to call from there for the heck of it while visiting. Nothing but a busy signal.
So I figured it was a massive local outage and everyone locally was calling. To my surprise here at dslreports.com, it was a much larger problem than that. | |
| 
dodgeboyz
Premium
join:2001-01-19
Flint, MI
clubs:
1 edit | Comcast REMOVED BY POSTER..
Sorry | |
| 
r81984
Fair and Balanced
Premium
join:2001-11-14
St John'S, NL | DNS failure If all you need to due is use a non comcast DNS, then I would not call it a massive outage because the internet access was never turned off. I would just call it a simple DNS failure. | |
| 
Techie333
@209.51.x.x | I work as a Comcast CSR Just letting you guys know | |
|
Techie333
@209.51.x.x
| I work as a tech support @ comcast Just letting you know, all of comcast is outsourced.
Honestly, we'd LOVE to help you guys out with everything, it would make our (crappy, low wage) jobs so much better and easier because we won't have to keep saying "no we can't help with that, or no we don't have an answer for that" Then we get yelled at.
However, Comcast gives us VERY limited tools and very limited abilities. If they gave us abilities it would be awsome.
To be honest, the 'supervisors' you talk to are IDENTICAL to the rest of the people. They're just some people sitting 2 rows away.
Turn around rate is around 80% you'll be lucky if you talk to someone who's been there for more than 3 months. That's how crappy they treat employees.
We have no scripts, alot of people NEED scripts, we have NOTHING. Scripts, shows how much you know about working in a call center environment.
We get training, that's it. Sure we have resources, but half the amount of resources need us to have higher access to even DO, and the only ones that can do that is the 'in house' techs, and the only way to talk to them is to talk to us, and if it's an issue we're allowed to send tickets to them for, it might get done in 72 business hours.
The field techs that go to your house? Outsourced too.
You hate it, good, cancel, one less person to yell at us.
Honestly it wouldn't be so bad, IF WE ACCTUALLY GOT THE ABILITY TO REALLY FIX stuff.
Do you know when we found out about the DNS issue? around 1 hour AFTER techs were sent out to fix it. Then they decided "oh maybe we should let the guys on the phones know there is a problem"
Tech support was probally better around 3 years ago, but recently the centers are so desprate, the only requirement to get a job is to sign your name onto a contract. It used to be you had to take a crazy test to make sure you knew what you're doing.
Sometimes you guys forget, we're human too. We're not the gods of the internet.
Hopefully I wont' be there too much longer. | |
| | 
TraumaJunkie
Premium
join:2004-03-05
Knoxville, TN
1 edit | Re: I work as a tech support @ comcast said by Techie333:
Just letting you know, all of comcast is outsourced.
Honestly, we'd LOVE to help you guys out with everything, it would make our (crappy, low wage) jobs so much better and easier because we won't have to keep saying "no we can't help with that, or no we don't have an answer for that" Then we get yelled at.
However, Comcast gives us VERY limited tools and very limited abilities. If they gave us abilities it would be awsome.
To be honest, the 'supervisors' you talk to are IDENTICAL to the rest of the people. They're just some people sitting 2 rows away.
Turn around rate is around 80% you'll be lucky if you talk to someone who's been there for more than 3 months. That's how crappy they treat employees.
We have no scripts, alot of people NEED scripts, we have NOTHING. Scripts, shows how much you know about working in a call center environment.
We get training, that's it. Sure we have resources, but half the amount of resources need us to have higher access to even DO, and the only ones that can do that is the 'in house' techs, and the only way to talk to them is to talk to us, and if it's an issue we're allowed to send tickets to them for, it might get done in 72 business hours.
The field techs that go to your house? Outsourced too.
You hate it, good, cancel, one less person to yell at us.
Honestly it wouldn't be so bad, IF WE ACCTUALLY GOT THE ABILITY TO REALLY FIX stuff.
Do you know when we found out about the DNS issue? around 1 hour AFTER techs were sent out to fix it. Then they decided "oh maybe we should let the guys on the phones know there is a problem"
Tech support was probally better around 3 years ago, but recently the centers are so desprate, the only requirement to get a job is to sign your name onto a contract. It used to be you had to take a crazy test to make sure you knew what you're doing.
Sometimes you guys forget, we're human too. We're not the gods of the internet.
Hopefully I wont' be there too much longer.
I am not sure who you work for but not all of Comcast is outsourced, in fact the only outsourcing is is with Nuocmm and Covergesys for very limited issues. As far as scripts, some use most do not, the local call center here does't have a script one for the techs. As for tools, you get a good # of tools to help diagnose issues, you just have to know how to use them. And the average time on the job locally is 3 years. That is because as we grow we add more agents...bringing down the average of those who have been here much longer.
As for the DNS issue, it took about 18 minutes for our center to determine it was a DNS issue. Ever work a sync-no surf issue? It is not something ANY tech support agent anywhere would see as the immediate issue..."Oh sir, I see your modem is online, sync'd with the network, good signal levels and since you are not surfing the DNS servers are an issue." As soon as the issue was determined the East NOC was contacted directly.
I hope that the centers who do not use testing for potential tech support agents start doing s soon, we do. And I think that all those "outsource" locations make it retroactive to all current agents...would weed out those who do not need to be there at all. | |
| | jdsc7271
join:2005-04-09
Dexter, MI | I dont know what call center you work at and i actually doubt you really work for comcast, but all of comcast is NOT OUTSOURCED. The turnover rate is not 80%. I would really like to know where you get your information. | |
|
Badger11
@comcast.net | Cache poisoning My guess would be that comcast was a victim of the DNS cache poisoning reported by SANS. | |
| evuraan
join:2005-03-29
19071 | comcast support guy had no clue The connectivity was acting up, and I called the support like, in about 35 minutes or so.
The mor0n there had no idea of any outages.
Don't they monitor shiat there? | |
| powaking
join:2003-02-18
Fall River, MA
| Comcast isn't so bad Comcast isn't so bad. I had them come out on a Sunday morning to swap out the cable modem (they offered to come on Sunday morning, I didn't request it). They even swapped out my dual channel DVR twice in one day. When he hooked it up it was DOA so he left, went to the office, came back and hooked it up. Digital Phone was hooked up quickly and promptly.
I did not experience this outage (although my brother said he did and he lives about 1.5 miles away in the same town).
They did just move HBO off of the analog channels to the digital channels to free up some bandwidth.
I just hate hearing people bitch and bitch but you know what go to satellite if you're not happy. There is simply not enough content on the net to sustain the 30mbs of bandwidth that Verizon wants to offer. Not now at least so I'll just stick with Comcast which has been great for me anyway. | |
| |
comcastrbozos
@comcast.net | Re: Comcast isn't so bad Comcast has another massive DNS outage today. It's been going on now for weeks in fact, off and on. They are providing refunds of a month's service fees to any customer fed up enough to ask. This is the final solution; hit them where it hurts. | |
| | | Mister_EE
join:2005-04-13
1111111
1 edit | Re: Comcast isn't so bad I work HSI tech support for comcast, and I have to be honest, i get very pissed when they cant manage their DNS servers properly. There are some people working very high end jobs that make very serious mistakes. The outage on 4.13.05 was just a repeat of the one a week before.
Wasnt hard to tell the DNS went down when the queue jumped up to 1000. I honestly feel for these people calling in, i know what its like to have no internet, as my local ISP has gone down a few times...
As for lousy customer service, i can honestly say i belive that. On calls i have to read past tickets to see what went down, and some of the things i see people suggest to the customer are just ridiculious. Someone mentioned earlier an IE issue and refered to microsoft... I've seen that before. You just have to luck out and get a tech that actually wants to get you back online. I like to consider myself one of them.
Some of the comcast subscribers also need to realize that when they call in a tech they are talkign to someone that takes dozens of calls a day, and any particular problem is not their fault, we are only here to help. I've been shat on by many people and basically sat there while they lost their shit, wasting both their time and my own. Keep calm, explain the situation, if the tech sucks, call back. I know its a shitty system but there are some good techs! Have hope!
Anyways the job isnt bad, and i will admit the traingin was horrid, but i have a computer backround so i picked up everythign pretty fast... and yeah other ISPs do offer services that are just purchased thru comcast, so even if you go to an alternative, its possible its just comcast with another company in front of it!
Oh and.... when you call in and a Tech doesnt know about an outage, you have to realize we have our system tools to use and check for outages in the area, if the outage is brand spanking new, it needs to be reported and confirmed, then uploaded to our tools for us to know... so calling a tech a moron for not knowing about an outage is pretty stupid... Its like what was said a few posts ago.. "we are not gods of the internet". We are people just like yourself with limited tools at our disposal, and alot of tech honestly want to get you back online. I like when i get someone back online and they are happy and greatful, its saisfying and I know i'm doing my job properly! | |
| Unw311
join:2005-04-13
St Thomas, ON
1 edit | delete please. delete please | |
|
ComcastGuru
@comcast.net
| here's the truth People of the Good Green Earth,
Stop raving and ranting about this and that an bitch and cry. U get more than u're actually paying for with Comcast. They have the fastest, most fiber-ladden, most reliable network in the world. Laugh if u must but it is true. Technically, it's the best and the cheapest internet service.
Now, here's the problem: Comcast is an 'equal-opportunity' employer. Now, dear America, please look around. How many people can't compute a simple add? How many people can't spell in their own native English? That's where the problem is. As a fast-growing company, they can't weed out fast enough the lame and the ignorant and that's why such a great company will probably go down with the shiznit unless they take the Google approach to talent and "invite" it rather that force it in
cheers to all and continue to learn. one day it may come in handy 
ps: go ahead, switch to dsl and wait 1 1/2 months for a service call, switch to the dish and watch the tv say "searching for satellite signal" at the first drop of rain. Stop being ignorant and learn how to fix yer own crap... | |
| |
ComcastGuru
@comcast.net
| just read the Customer Svc Guy's reply dude, the truth is exactly as u pointed out: they hire off the streets and fire at will. The big cheese is rotten at the top and frankly, 80% of CAE, Dispatch or Field Ops in Comcast wouldn't even be able to tell you what DNS stands for. They are more concerned with what's for lunch, with liposuction or doggonit what else.
Here's my take on this: customers are no better also. People in this country can't even discern between a 'program' and an operating system. Sadly, they are more confused when things go wrong and expect sm $10/hr CAE to even fix their crappy win 95 machine at home over the phone. The issue is rather systemic and until people in this country in general will get a drive to educate themselves better, everyone will bitch and sue and scream at each other.
Fun show to watch | |
| DaleB
join:2000-10-18
Clovis, CA
| Where's the beef? Wish I had a nickel for everytime my DSL used to go down.
I will take a couple of hours of outages about three times a year for service that is the fastest available.
What kind of issues with installation? Guy goes across the street, hooks up a cable, I do a self-install and I am up and running. Guess I've been lucky.
DNS issues? Re-booted the modem when the 3K to 4K transition came along and I was good for go.
Hate waiting for service? Try 30 min on hold with a telco...
So they screwed up. They all do.
Small potatoes compared to how the oil companies manipulate the public....don't get me started! | |
| | DaleB
join:2000-10-18
Clovis, CA | Re: Where's the beef? Sorry about that...let's try 4M not 4K... :> | |
| | | DaleB
join:2000-10-18
Clovis, CA
| Re: Where's the beef? I should mention when I complained about cost, they lowered me to the new subscriber level of 29.95/mo....I don't have cable TV and never would.
All SBC could do was 'drone' the same dribble in my ear about $35 for their 'pro' service. Still a good 1/3 the speed of cable. ..after keeping me on hold for 30 min.
You can go for your DSL and you might get lucky. For me, phone lines are for the phone and little else.
Since I see folks on here positive about DSL and down on cable, that might even live in the same state all I can say if YMMV..(your mileage may vary)...Good luck! | |
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