lolololol
@comcast.net
| what percentage of user error does comcast think it is 90/95
If you see them go threw the process even do your telling them stuff like I have to constant power cycle the modem to get back online.doesnt that give them a hint thats the problem and not stuff like enternet cards or routers etc... are they trained to think that majority of the problems are user errors or our own equipment failures.I like to hear from some techs and comcast people about what their taught or told. |
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fuziwuzi
Not born yesterday
join:2005-07-01
Atlanta, GA | They're simply following a script they're given. They have no clue what you're talking about if you refer to something that isn't in their script, they're either unable to or forbidden from diverting from that script. |
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rody_44
Premium
join:2004-02-20
Quakertown, PA | reply to lolololol
ide estimate about 95 percent plus of service calls are resolved at the subs house. logic dictates where you look first. |
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Cabal
Premium
join:2007-01-21
02101
| reply to lolololol
said by lolololol :
majority of the problems are user errors or our own equipment failures Correct.
--
Interested in open source engine management for your Subaru? |
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CableTool
Poorly Representing MYSELF.
Premium
join:2004-11-12
| reply to lolololol
said by lolololol :
If you see them go threw the process even do your telling them stuff like I have to constant power cycle the modem to get back online.doesnt that give them a hint thats the problem and not stuff like enternet cards or routers etc... are they trained to think that majority of the problems are user errors or our own equipment failures.I like to hear from some techs and comcast people about what their taught or told.
As stated, a majority of the data issues are resolved on the permises. Of that a certain percentage are customer education, customers own hardware or customer configuration. A certain percentage are actual RF issues from configuration to bad connectors, elements or plant issues.
Now take into account that 99% of the people that call in swear up and down that .."the issue is NOT on their end, the issue is on the provider end. Do NOT send a tech, fix it remtely from your office."
The result is a thread like this.
The phone reps are taught the basics. Once it goes beyond that point a tech should be rolled out. Most customers do not want to troubleshoot. I feel they are more comfortable believeing the issue affects everyone and at some point someone will flip the switch and make everything good again.
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CableTechs.org/"Horrible People with Integrity" |
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theelviscerator
join:2000-11-16
Elkhart, IN | reply to lolololol
Most of the problems are in the head end or wiring.
Assuming you have a system working normally (near specs), if an issue develops...its prob a temporary comcast issue. |
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Anon123
@comcast.net
| said by theelviscerator  :Most of the problems are in the head end or wiring. Assuming you have a system working normally (near specs), if an issue develops...its prob a temporary comcast issue. Wrong. Most issues can be fixed with a simple powercycling of the modem, why do you think that's the first thing they tell you to do when you call?
Most people don't know what they're doing with their computers, as is apparent of the massive amounts of spyware that is installed out there (this is probably a major issues the call centers have to deal with.) |
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beavercable
join:2008-05-11
Beaverton, OR
| reply to lolololol
(im an actual tech for Comcast not a contractor) As for the thousands of net trouble calls ive gone on maybe 1% can be atributed to the modem. 20% of the calls are cause the customer moved their equipment from one room to another.10% due to low quality or improperly used splitters on the customers part. 10% cable guy error. 25% customer accidently pushed the standby button on the modem. Abd 35% cabling in the house. |
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CableTool
Poorly Representing MYSELF.
Premium
join:2004-11-12
| reply to theelviscerator
said by theelviscerator :Most of the problems are in the head end or wiring. Assuming you have a system working normally (near specs), if an issue develops...its prob a temporary comcast issue. To date Ive come across ONE PROBLEM that was headend related. And it wasnt so much Head End as it was capacity resolved with a node split. Thats once in 14 years. Or once since Cable Internet and my career.
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CableTechs.org/"Horrible People with Integrity" |
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theelviscerator
join:2000-11-16
Elkhart, IN | To date Ive come across ONE PROBLEM.
Wow only one problem?
see what happens when you quote out of context.... |
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CableTool
Poorly Representing MYSELF.
Premium
join:2004-11-12
| said by theelviscerator :To date Ive come across ONE PROBLEM. Wow only one problem? see what happens when you quote out of context.... I quoted you in the context of this thread.
The statement youve made concerning HSI issues being either Headend or Wiring issues.
To which I state, again, Ive come across one issue that was headend related.
So to state MOST issues are headend or wiring is false. Subjective at the least.
What the hell is the point of your last post?
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CableTechs.org/"Horrible People with Integrity" |
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anoninNWburbs
@motorola.com | reply to lolololol
That's (not) funny, not a SINGLE ONE of my issues with Comcast has EVER been solved by a tech coming into my house.
NOT ONE.
Comcast is 0 for 10 in having ANYTHING resolved by a tech seeing the inside of my house.
0 for 10. |
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NormanS
Premium,MVM
join:2001-02-14
San Jose, CA
 ·Pacific Bell - SBC
edit:
May 12th, @03:15PM
| AT&T is 0 for 1 in resolving anything here; but I understand the reason for the visit. First step in problem isolation is divide the problem. The logical place of division for cable, and telco, is the premises. Isolate the fault to either the premises, or the plant. Work from there.
P.S. I am 1 in 4 for fixing a problem on the premises. The very first DSL problem I had was a missed filter. I forgot that the satellite box was connected to the POTS line (for ordering "Pay-per-View", and the like). Three other problems were telephony problems; all of which were fixed by telephone repair, or cable maintenance. They only sent a DSL tech once, on one of the three telephone related problems. So, even if the probablility is low, CSRs have to take into consideration the probability of a problem on the premises.
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Norman
~Oh Lord, why have you come
~To Konnyu, with the Lion and the Drum |
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StuartA67
join:2003-08-08
Boulder, CO | reply to lolololol
I wonder if there users out there that have a problem and are not aware of it or not concerned enough to place a call. |
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dadkins
Living on a Blu Planet
Premium,MVM
join:2003-09-26
Hercules, CA
 ·Comcast
| said by StuartA67 :I wonder if there users out there that have a problem and are not aware of it or not concerned enough to place a call. Plenty! Millions probably.
There are a shitload that most likely couldn't tell you or I what a "megabit" was if their life depended on it. 
_____________________________________________________________
OP,
I have seen, on this very forum, people complaining that Comcast was crap and speeds sucked.
I asked for a tweak test.
Found out that the RWIN was default @ 17.5K. 
Had the person(s) set MTU to 1500 and RWIN to something at or above 64240 and reboot.
Guess what... "It's fast now!!!1".
Yeah, Comcast's fault... huh?
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Think outside the Fox... Opera |
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captain456
@gci.com
| reply to lolololol
Don't forget your giving percentages for techs already dispatched.
I've worked both as a Lead field tech (4.5 years) and as tech support (6 months) in the call center. I was the field tech first, so my short lived call center position was after the field tech experience
In my experience as tech support easily over 90% of calls ARE customer problems. probaly most often is simply user error/ education followed by the customers computer being the problem.
I'd say I dispatched a tech on about 2-5% of the calls I received.
Now my experience as a tech who receieved those 2-5% dispatched jobs. Probably 50% of those were in some way the customers fault. Here I am including customer error/education customer moved the modem to another outlet , customer ran wiring/splitters/connectors etc which is almost always crap.
The other 50% were comcast problems such as wiring that comcast ran being the problem, a line problem, or comcast owned modem being problem etc. I too have only seen 1 head end problem (that I know of) ever. That from my understand had to do with a faulty port on an upstream card in the CMTS. was resolved within 3 hours of talking to the Head End.
So I know it sucks dealing with the rep wanting to powercylce and all that crap but they don't know who you are. and a lot of customers think they know what they are talking about when MOST do not. Again I'm not saying you don't some do, but when we take 60 calls a day and 1 caller a week has a clue it's hard to take your word on it.
LOL that reminds me I noticed whenever someone called in to "report an outage" I noticed there was a pattern that it almost always seemed to be their router wasn't pulling an ip address and a simple router powercycle fixed that. Never understand why the router not having an IP was always associated with the people wanting to report an outage. |
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StuartA67
join:2003-08-08
Boulder, CO
| reply to lolololol
the reps are generally very nice. If you work with them and talk to them you will get much further then trying to bypass them immediately. They do document the calls which is important for the long run and I've had credits applied or prices changed just for having to go through some bad service. |
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jester121
join:2003-08-09
Lake Zurich, IL
 ·ViaTalk
| reply to lolololol
said by lolololol :
... give them a hint thats the problem and not stuff like enternet cards or routers etc... If I'm a customer service rep and the customer starts talking about their "enternet" card, I'm pretty sure I'm going to start at the beginning of the script, speak clearly, and use small words.  |
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fuziwuzi
Not born yesterday
join:2005-07-01
Atlanta, GA
·Comcast
| reply to lolololol
Ah... I thought this one was over with, but evidently not. Today our power went out again and of course our cable went with it due to the battery backup in the node not operating (and I can't get anyone at Comcast to even acknowledge there is such a thing as battery backups in their equipment), but that's another issue. When I called to report the outage, the "tech" said he was unable to ping my modem so the problem was that I needed to obtain an IP address from my computer manufacturer. Over the last 3 years I've had someone from Comcast tell me this 5 times now. And they've done it to friends, as well. They even try to connect you to the manufacturer's call center (Compaq in my case).
When I've tried to explain to them that the IP address comes from Comcast and not the computer manufacturer, I've been berated and accused of not cooperating, I've even been hung up on.
And you wonder why I have such a low opinion of Comcast's tech support? |
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