Com cast

Please also read the follow up after this posting:
"Comcast II"

The internet isn't working. Comcast has given me many reasons.

Reason 1: Microsoft isn't working
Reason 2: The software wasn't correctly installed (took three times to install it). This reason was given after the final install.
Reason 3: The router is a problem (it wasn't hooked up to a router).
Reason 4: The modem needs reset
Reason 5: The modem was activated
Reason 6: unknown why the modem wasn't creating a valid IP address
Reason 7: signal strength was too weak and needed boosting

I switched out all the cables, the modem three times and still a problem. A technician is coming out tomorrow to help me with it. It isn't mine, but it is my dear love's connection.

Below is some of the conversation on live-chat:
Problem : The internet signal to the modem is often times off and inconsistent. Why is that?
TM > The internet signal to the modem is often times off and inconsistent. Why is that?
JL > Hello TM, Thank you for contacting Comcast Live Chat Support. My name is JL. Please give me one moment to review your information.
TM > Good afternoon Jane!
JL > Hi, how are you doing?
TM > I am well, though disappointed
JL > Good afternoon TM!
TM > Could you please check the signal and better still the history of connection on my account please?
JL > I am sorry to know that you are having issue with your internet connection. Please do not worry I will help you with your issue.
TM > Track or find it by phone number: ######
TM > I don't have the account number in front of me, sorry.
JL > That is fine. Please provide the complete address listed on your account instead.
TM > I have had some difficulty with it since I got the account.
TM > My address is -------------------------
TM > You are actually chatting with MH, her boyfriend, for she has little time to fight with it and she doesn't often have a signal to do live chat
JL > I will be running some tests here on my end to check on your connection. May I have two minutes to do this? I will be getting back to you with the result.
JL > Can you please tell me more about your issue? When has this started?
TM > Yes!
JL > Hello MH.
TM > Thanks. I am calling TM now. She will be most happy with you if you can fix this.
JL > How many Computers are connected to your modem.
TM > only 1
TM > The computer is HP, Vista operating system
JL > I appreciate your patience; I am still working on this for you, would you mind holding for a little longer?
TM > It is directly connected to the modem. I have a router, but the modem is not connected to it
TM > I don't mind holding. Thank you Jane.
JL > You are welcome. I am glad to help.
TM > I called tech support before. It is a Zoom modem
JL > Please run a speed test on your end at www.2wire.com
TM > I am giving her directions now
TM > I am in Fort Wayne, she is in Warsaw (both in Indiana).
TM > Does it show that the computer is working?
TM > Does it show that the connection is valid?
JL > Yes, it is showing on my end.
TM > If there is no signal, she can't run the test online, right?
TM > working on it ... sorry to keep you
JL > Yes, that is right.
JL > No, not a problem at all.
TM > Dash it all! Where is she?
JL > I appreciate your effort.
TM > Still trying
JL > I just got the results and it is showing that modem is not properly acquiring good signals. I will be sending signals to your modem. This will allow the modem to acquire good signals from the head end.
JL > May I request you to please reset your modem as soon as we are done with this chat session. We need to wait for this chat session to end since resetting the connection will disconnect this chat session. Please shut down your Computer first and then unplug your modem from the wall outlet. Please plug it back after one minute. Is this okay with you?
TM > Hmmm
TM > I will have her reset the modem.
TM > I have reset it before. What is the glitch?
TM > The computer is new as is the modem
TM > We bought the modem from Staples about 1 week ago.
TM > The Comcast RCA modems were completely junk
JL > Yes, it is not with your equipment and computer.
JL > It is just that we need to boost your connection from our end.
TM > sweet!
TM > That will bring joy to her and especially her daughter who would spend her life on the computer, if possible.
JL > Just to set proper expectation, this will not take effect immediately on your end.
TM > 24 hours?
JL > It will need adequate time for your connection to reach its optimum performance.
JL > No, less than 24 hours.
TM > ok
TM > She is restting the modem now
JL > Was I able to address your question. Would that be all for now? Is there any other information I can provide you with?
TM > great, less than 24 hours
TM > That completely helped, thank you1
JL > You are most welcome. It was nice having you this morning. You have a great day ahead and take care!
TM > Is there a survey that I might complete on your behalf?
TM > TM indicates that she doesn't have a signal now.
JL > Yes, that is normal.
JL > She will not see the effect on her end immediately.
TM > OK, but tomorrow it should be better?
JL > It would not reach tomorrow,
JL > It will be fine within 8 hours.
TM > Thank you very much! That is fantastic!
JL > You are welcome. I am glad to help.
TM > I would love to fill out a survey giving you glowing remarks!
TM > my email address is ------------- if you could send it there, please?
JL > That is nice to know thank you.
JL > Sure, we would be glad to do that.
TM > You have brought joy to her, me, her family. I hope that you have a great day!
JL > Oh, thank you.
JL > You too MH.
JL > Take good care and enjoy your day.
JL > Thank you for contacting Comcast. If you need assistance in the future, please do not hesitate to contact us through Live Chat or E-mail (available 24 hours a day, 7 days a week). Simply visit www.comcast.net and select Help.
TM > Thanks so much!

user TM has entered room
TM(Wed Mar 04 2009 16:21:57 GMT-0500
Internet connection still does not work. Supposedly, there was a boost of my signal and still it is not working.
analyst RZ has entered room
RZ(Wed Mar 04 2009 16:22:03 GMT-0500
Hello TM, Thank you for contacting Comcast Live Chat Support. My name is RZ. Please give me one moment to review your information.
RZ(Wed Mar 04 2009 16:22:04 GMT-0500
Hi, how are you doing today?
TM(Wed Mar 04 2009 16:22:31 GMT-0500
Hi RZ! I am having trouble again.
RZ(Wed Mar 04 2009 16:22:44 GMT-0500
I'm sorry to hear that.
RZ(Wed Mar 04 2009 16:22:47 GMT-0500
To further assist you, may I have your complete name and your phone number please?
TM(Wed Mar 04 2009 16:22:47 GMT-0500
I will copy-paste a transcript from yesterday. Can you please get my internet working?
TM(Wed Mar 04 2009 16:23:10 GMT-0500
This is MH chatting for TM #########
RZ(Wed Mar 04 2009 16:23:46 GMT-0500
Would you please verify as well the complete address and the last four digits of her SSN please.
TM(Wed Mar 04 2009 16:24:11 GMT-0500
TM > I have reset it before. What is the glitch?
TM > The computer is new as is the modem
TM > We bought the modem from Staples about 1 week ago.
TM > The Comcast RCA modems were completely junk
Jane lonie > Yes, it is not with your equipment and computer.
Jane lonie > It is just that we need to boost your connection from our end.
TM > sweet!
TM > That will bring joy to her and especially her daughter who would spend her life on the computer, if possible.
Jane lonie > Just to set proper expectation, this will not take effect immediately on your end.
TM > 24 hours?
Jane lonie > It will need adequate time for your connection to reach its optimum performance.
Jane lonie > No, less than 24 hours.
TM > ok
TM > She is restting the modem now
Jane lonie > Was I able to address your question. Would that be all for now? Is there any other information I can provide you with?
TM > great, less than 24 hours
TM > That completely helped, thank you1
Jane lonie > You are most welcome. It was nice having you this morning. You have a great day ahead and take care!
TM(Wed Mar 04 2009 16:24:42 GMT-0500
address is ----------------
TM(Wed Mar 04 2009 16:25:00 GMT-0500
phone number on account is #############
TM(Wed Mar 04 2009 16:26:08 GMT-0500
last digits of SSN are: #############
RZ(Wed Mar 04 2009 16:26:45 GMT-0500
Please give me a moment to check on that.
RZ(Wed Mar 04 2009 16:28:58 GMT-0500
Thank you for your patience. May I call you by your fist name?
TM(Wed Mar 04 2009 16:29:23 GMT-0500
I am actually MH, her boyfriend. She is at home, I am talking with her.
TM(Wed Mar 04 2009 16:29:27 GMT-0500
You may call me MH
RZ(Wed Mar 04 2009 16:30:20 GMT-0500
MH, If you want i will try to troubleshoot the issue again, otherwise I can send a technician to check on your end.
TM(Wed Mar 04 2009 16:31:13 GMT-0500
troubleshoot me again, please? I like it.
RZ(Wed Mar 04 2009 16:32:03 GMT-0500
MH, internet connection is not working so how can you chat with me?
RZ(Wed Mar 04 2009 16:32:22 GMT-0500
Can you surf, MH?
RZ(Wed Mar 04 2009 16:32:56 GMT-0500
Are you still there?
TM(Wed Mar 04 2009 16:33:08 GMT-0500
I am using another computer at another location
TM(Wed Mar 04 2009 16:33:20 GMT-0500
Her connection in Warsaw, IN is not working.
TM(Wed Mar 04 2009 16:33:32 GMT-0500
I am in Fort Wayne
RZ(Wed Mar 04 2009 16:33:31 GMT-0500
Okay.Thank you for that info.
RZ(Wed Mar 04 2009 16:34:34 GMT-0500
She cannot surf, right?
TM(Wed Mar 04 2009 16:34:54 GMT-0500
There is no connection for modem to internet
TM(Wed Mar 04 2009 16:35:06 GMT-0500
The internet has been out most of the day
TM(Wed Mar 04 2009 16:35:35 GMT-0500
The Zoom modem connects to the computer, but there is no connection to internet
TM(Wed Mar 04 2009 16:36:07 GMT-0500
She has it directly linked to computer, no router involved
RZ(Wed Mar 04 2009 16:36:44 GMT-0500
MH, as I troubleshoot the issue the system advice to send a technician to check on the connect on her end. Would you like me schedule it now?
TM(Wed Mar 04 2009 16:37:19 GMT-0500
NO technicion
TM(Wed Mar 04 2009 16:37:26 GMT-0500
I have spent enough money
TM(Wed Mar 04 2009 16:37:42 GMT-0500
The tech phone support has has five answers to one question
TM(Wed Mar 04 2009 16:37:51 GMT-0500
I doubt the technician will fair better
RZ(Wed Mar 04 2009 16:38:35 GMT-0500
I am sorry hear that, MH, but the issue is beyond the scope what the our tools can fix in my system.
RZ(Wed Mar 04 2009 16:39:07 GMT-0500
They have to check on the equipment itself on her end.
TM(Wed Mar 04 2009 16:39:23 GMT-0500
What is the fee?
TM(Wed Mar 04 2009 16:40:09 GMT-0500
She doesn't have her schedule for next week yet. She only knows her Monday schedule next week, unless you can schedule it this week.
RZ(Wed Mar 04 2009 16:40:16 GMT-0500
The technician will be calling 30 minutes before the scheduled time, you may discuss the with them.
RZ(Wed Mar 04 2009 16:41:06 GMT-0500
Do you want me to work on the schedule now, MH?
TM(Wed Mar 04 2009 16:41:29 GMT-0500
what times do you have RZ?
RZ(Wed Mar 04 2009 16:42:00 GMT-0500
Let me check on the available sched. One moment please.
RZ(Wed Mar 04 2009 16:43:38 GMT-0500
The schedule is Thursday, March 5, 2009 1PM-4PM, MH.
RZ(Wed Mar 04 2009 16:43:49 GMT-0500
Would that be fine?
TM(Wed Mar 04 2009 16:44:13 GMT-0500
OK... better sooner than later I suppose. Thank you.
RZ(Wed Mar 04 2009 16:44:26 GMT-0500
Great!
TM(Wed Mar 04 2009 16:44:40 GMT-0500
I would like it if you gave the tech my number: #################
TM(Wed Mar 04 2009 16:45:04 GMT-0500
TM will be in Fort Wayne for training and I will have to trek there to be around for the tech
RZ(Wed Mar 04 2009 16:45:16 GMT-0500
For your reference the ticket ID is ###############.
RZ(Wed Mar 04 2009 16:45:30 GMT-0500
Okay.
RZ(Wed Mar 04 2009 16:45:42 GMT-0500
Would there be anything else that I can help you with, MH?
TM(Wed Mar 04 2009 16:45:41 GMT-0500
How do I get the number for a supervisor over customer service?
TM(Wed Mar 04 2009 16:46:06 GMT-0500
While you have done well for me, this completely faltered attempts have un-nerved me.
RZ(Wed Mar 04 2009 16:46:15 GMT-0500
You may call 1-800-266-2278, MH.
RZ(Wed Mar 04 2009 16:46:48 GMT-0500
Again MH, I'm sorry for the inconvenience that this situation has caused you.
RZ(Wed Mar 04 2009 16:46:53 GMT-0500
Would there be anything else that I can help you with?
TM(Wed Mar 04 2009 16:47:13 GMT-0500
I found that is the Comcast number. How do I reach a SUPERVISOR?
RZ(Wed Mar 04 2009 16:48:01 GMT-0500
You may ask the representative to connect to a supervisor.
TM(Wed Mar 04 2009 16:48:06 GMT-0500
OK
RZ(Wed Mar 04 2009 16:48:16 GMT-0500
Would there be anything else that I can help you with?
TM(Wed Mar 04 2009 16:48:29 GMT-0500
I guess not. Thank you RZ.
RZ(Wed Mar 04 2009 16:48:42 GMT-0500
Once again thank you for contacting Comcast Live Chat Support, my name is RZ. It's my pleasure doing business with you. Have a great evening!
TM(Wed Mar 04 2009 16:48:53 GMT-0500
Could you please make notes on my account so that I don't have to repeat this mess every time?
RZ(Wed Mar 04 2009 16:49:17 GMT-0500
Sure, no problem
TM(Wed Mar 04 2009 16:49:35 GMT-0500
Thanks. I guess I will see a tech tomorrow.
TM(Wed Mar 04 2009 16:49:41 GMT-0500
Have a great evening!