More Comcast DNS Woes > .

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Wow, opened a Ticket with Comcast over the horrible Latency I've been getting the past 2 weeks. It was escalated from the Line Tech to Tier 3. I explained in Detail the Latency issues and how this effects gaming etc. Twenty-four hours later they closed my ticket without telling me. I called and found out they closed it and considered it resolved. So I find out that the Tier 3 agent went to worldofwarcraft.com and was able to load the page therefore decided the Latency issue was resolved and closed the ticket and didn't bother to call me. I, being upset with this since they didn’t address the issue, asked to speak to another manager. I had the great pleasure of dealing with Bruce R. Sr Operations Manager based out of Denver CO.

Bruce was rude and condescending. He continually interrupted me and seemed upset that I was taking up his time. He said the only option left was to send a Tech to my residence. This is even before I had the opportunity to fill him in on the details since he didn’t read my notes. I explained that this issue doesn’t reside on my end and that previous techs, I had spoken with, had agreed with this too. I also tried to re-explain what Latency was. He then lectured me on what it was but couldn’t explain why his Tier 3 Tech only pinged www.worldofwarcraft.com and then loaded the site for testing. This is when I learned they also Pinged the site btw. I even encouraged Bruce R. to go to forums.comcast.net to read all of the post and information included in the hopes this would help them locate the issue. He scoffed at this! He then lectured me on how he’s been in technology since computers came out. Are you kidding me!!! He should take the time to at least learn how to read his own forums, especially when so many technical customers took the time to ping and run tracerts to help Comcast find the issue. This is a Nationwide issue and has been for the past two weeks since Comcast decided to upgrade its systems. Again, Bruce R had zero interest in listening to the data I collected to help give clues to the issue at hand, nor an interest in looking at his own company’s forums to further educate himself on this issue.

I can’t believe this person has a job with Comcast as a Sr. Manager. He did a fantastic job of being rude, condescending and convincing me to leave Comcast and seek out DSL. I am far from done with Comcast on this. He even lectured me on how busy they are and that they would never call me or any other customer back with an open ticket. He basically told me any company that size wouldn’t take the time to do this. What he conveyed was that COMCAST DOES NOT CARE ABOUT ITS CUSTOMERS. I asked him to stop interrupting me and like a child he told me to stop interrupting him. I was just trying to get a full sentence out but it was apparent from the moment he got on the phone that he had no interest in hearing ANYTHING I had to say. I requested to speak to someone above him and he said that wasn’t going to happen. I requested contact information for corporate so I could escalate this, and he said he WILL NOT give that information out. I call Comcast for help and basically get lectured by a Sr. Operations Manager, all the while Comcast is in the middle of its second DNS outage in 2 weeks. That’s just priceless.

Thank you BRUCE R (Sr. Operations Manager) from Denver CO for convincing me that DSL is the best way to go. I’m even considering dumping Comcast Cable TV where I’m currently using every service they offer from HDTV to DVR…

What I’ve found so far:
Comcast Corporation (Nasdaq: CMCSA, CMCSK)
1500 Market Street
Philadelphia, PA 19102

Executive Bios:
»www.cmcsk.com/phoenix.zhtml?c=14···ovmanage

Media Contacts:
»www.cmcsk.com/phoenix.zhtml?c=14···contacts

PS: I will be contacting the CEO and the rest of the Board and would encourage everyone else to do the same.

Scope

# cat /etc/resolv.conf
search hsd1.wa.comcast.net.
nameserver 68.87.66.196
nameserver 68.87.64.196

# dig @68.87.66.196 www.comcast.net

; <<>> DiG 9.2.1 <<>> @68.87.66.196 www.comcast.net
;; global options:  printcmd
;; Got answer:
;; ->>HEADER<<- opcode: QUERY, status: NOERROR, id: 10676
;; flags: qr rd ra; QUERY: 1, ANSWER: 3, AUTHORITY: 2, ADDITIONAL: 2

;; QUESTION SECTION:
;www.comcast.net.               IN      A

;; ANSWER SECTION:
www.comcast.net.        60      IN      A       204.127.205.8
www.comcast.net.        60      IN      A       63.240.76.72
www.comcast.net.        60      IN      A       204.127.195.15

;; AUTHORITY SECTION:
comcast.net.            7185    IN      NS      dns02.jdc01.pa.comcast.net.
comcast.net.            7185    IN      NS      dns01.jdc01.pa.comcast.net.

;; ADDITIONAL SECTION:
dns02.jdc01.pa.comcast.net. 79205 IN    A       68.87.96.4
dns01.jdc01.pa.comcast.net. 79205 IN    A       68.87.96.3

;; Query time: 63 msec
;; SERVER: 68.87.66.196#53(68.87.66.196)
;; WHEN: Tue Apr 12 23:52:15 2005
;; MSG SIZE  rcvd: 173

# dig @68.87.64.196 www.comcast.net

; <<>> DiG 9.2.1 <<>> @68.87.64.196 www.comcast.net
;; global options:  printcmd
;; Got answer:
;; ->>HEADER<<- opcode: QUERY, status: NOERROR, id: 28281
;; flags: qr rd ra; QUERY: 1, ANSWER: 3, AUTHORITY: 2, ADDITIONAL: 2

;; QUESTION SECTION:
;www.comcast.net.               IN      A

;; ANSWER SECTION:
www.comcast.net.        797     IN      A       204.127.205.8
www.comcast.net.        797     IN      A       63.240.76.72
www.comcast.net.        797     IN      A       204.127.195.15

;; AUTHORITY SECTION:
comcast.net.            164572  IN      NS      dns02.jdc01.pa.comcast.net.
comcast.net.            164572  IN      NS      dns01.jdc01.pa.comcast.net.

;; ADDITIONAL SECTION:
dns02.jdc01.pa.comcast.net. 165070 IN   A       68.87.96.4
dns01.jdc01.pa.comcast.net. 165070 IN   A       68.87.96.3

;; Query time: 114 msec
;; SERVER: 68.87.64.196#53(68.87.64.196)
;; WHEN: Tue Apr 12 23:52:24 2005
;; MSG SIZE  rcvd: 173

# date
Tue Apr 12 23:52:25 PDT 2005

freyednot,
Seattle is having problems especially in the last two weeks I'm thinking about dumping them too. I like to game, use vonage, and video conference all of which are starting to suffer because of this. I ping a yahoo server at 22-38ms at one time and 100-237 at another. Comcast will start losing customers...me and this other guy already make 2