 netdudePremium
join:2006-05-18
Denver, CO | My Opinion I've had to deal with tech support numerous times over the past several months and that the attitude of the phone support techs has improved. When I think about how I was treated on the phone back in September, and November, and now in March there has been a definate improvement. Kudos to that.
A fundamental problem still remains though. Phone techs need to be able to do something other than roll a truck. It would be great if a phone tech or even a manager could look into the system and see if the node is congested, or something like that to reduce the number of truck rolls or give the techs something more to go off of than this guy is having speed and latency issues. I would imagine this would save some money and headaches. Also the times that techs are availible to come out to the house to fix issues are not most the convenient. My problems have yet to occur during the window that techs can come out. It took 4 techs to solve my last problem in November that appeared to be a congested node issue and now the problem has returned again. The same symptoms are there. Being a full time college student that also works 30hrs a week I am out of the house from 6:45am til about 7 or 7:30pm at night. This encompasses the entire window that techs are availible in my area. I have to take several hours off of work to make myself availible for the multi hour window for a tech to show up when a problem is occuring. I'm not advocating techs be on call 24/7 to troubleshoot issues but it would be nice if they were availible until 9pm or so to troubleshoot issues for people that are not availible during the daytime hours.
Anyway.... Thats my 2 cents. I hope the good support continues when the tech shows up tomorrow to fix the same issue I've been having for the last 6 months. |
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| If they are using their tools properly they can do just that. We have a variety of tools that can view the node, your home and those of your neighbors to see what is happening. Some are simplistic which is what I prefer while other are more in depth which should be used to drill in further if they notice trouble. |
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netdudePremium
join:2006-05-18
Denver, CO | I've seen the techs use them to look at the modems, etc when they came out to my place back in November but I'm not sure if the phone techs can use them. It would be great for them to use them to give more information over the phone other than there is nothing I can do we have to send a truck out. It might also assist in the troubleshooting if they included in the info they saw on the charts in the ticket. |
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| reply to comcastcares
said by comcastcares:If they are using their tools properly they can do just that. We have a variety of tools that can view the node, your home and those of your neighbors to see what is happening. Some are simplistic which is what I prefer while other are more in depth which should be used to drill in further if they notice trouble. When did this begin? I dropped Comcast 13 months ago, because even the simplest problem required a truck visit. Telling the phone tech that previous site visits did not resolve the problem always just resulted in more site visits. After a year of this I was finally told that the only way to escalate a problem was to specifally request escalation DURING A SITE VISIT. By that time I was way too many visits past my personal tolerance level.
Has this changed? |
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rob316
join:2005-10-17
Carteret, NJ | reply to comcastcares
So these new tools you speak of can they give us more HD I doubt it. It's all fine and dandy that you can see there are problems with congestion, but will you fix the problem I doubt it. This is just a smoke screen for Comcast to hide behind of so they can say hey we see the problem but do nothing about it. |
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| No what would give more HD is shifting more channels to digital, like we are doing in some parts of the country. As this spreads to your area you will see many more HD channels |
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