Friday evening. We have been struggling with an absolutely irritating problem for the last 4 months of getting upstream packet dropping on our cablemodem. after 4 technicians (all of whom assumed they had 'fixed the problem') I have been doing a bit of research, checking SNA and upstream currents and finally isolated the problem of being the cable from the house to the junction... kids (and roommates) have been abusing that line for years, shooting it with BB guns, hanging laundry or hitting it with horseshoes (The big heavy iron kind)
So the tech comes out, swaps out a cablemodem again, listens to me patiently explain that we have packet drops about every 5 minutes. runs a 1 minute ping test, declares it 'fixed' and is on his merry way. as he pulls out of the driveway, we lose 15 seconds worth of packets.
"Okay, well, you have to wait for monday to get another tech out" "But he just pulled out of the driveway" "Yes, but he has another scheduled customer" "But he never fixed my problem." "I am sorry, sir"
So, here I am trying to convince this call center monkey to get someone out sooner (Melissa just bought WoW and wanted to try it out over the weekend) and I explain, patiently, and in great detail what I have done to test the cablemodem.
He says "It sounds like your router has a problem with it's Flux Capacitor (I am not kidding, the guy actually says this.) I of course instantly become enraged and say "WHAT!?!?" "Thankyouforcallingcomcasthaveaniceday"*click*
Okay, finally call like 6 more techs before I finally get one that doesn't automatically assume I don't have a clue how a cablemodem works. The question is this: WHY DON'T CALL CENTERS FIRE THESE YAHOOS???
I mean, the idea of 'tiered' technical support for more advanced users and problems has gone completely out the window. Or is this just a Comcast problem? I know a lot of people that call tech support have forgotten to plug their modem is, but... does it seem like too much to ask to have at least one or two COMPETENT technicians available for asking advanced questions for users that know what to ask?
Man, I am tempted to just buy 200 feet of coax and replace the wiring myself.