Want the inside scoop from Tier 1 Comcast Techsupport?
Written: Jun 22 '00
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Product Rating:
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Pros: 7 Email addys; up to 70MB of website space; FAST
Cons: Lemon Modems, Memory Loss
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| TheExpert's Full Review: Comcast@Home |
Hi There,
Yes it is true I do provide Tier 1 Tech support for Comcast@home and boy do I have stories for you!!!!
First of all I do think that Comcast has a great product, their modems are fast reaching as fast as 100x faster than a 56K modem, now this is of course measured speeds between what is called the RDC (Regional Data Center) and the end user which is the subscriber. Once you hit the open market things may slow down depending on which sites you visit, how fast a connection they have to the internet and how much content is on the website.
If you are an MP3 maniac then the speeds will dramatically cut down on the amount of time you spend online trying to get those tracks that you love so much which means more tracks for you to listen to.
Right now in the Tier1 Call center we do have a steady roll of customers calling in complaints about speeds, one thing you can do and one thing they will tell you to do is to clear your internet cache, this will help the speeds. Another common complaint that we have is people having a blinking cable light, and no service, this happens occasionally and some of the fixes are quite simple, your modem will either need "Power Cycled", "Repushed", or "Reconfiged" (will explain below).
Now to my knowledge the modems to work pretty good there are of course a few lemons out there but it is bound to happen at one time or another, New Jersey seems to be the Lemon Capital. However most of our issues are software related from how to obtain a second IP# or help setting up Outlook Express to the @home 2.0 Browser.
One thing to keep in mind with us when calling in is that if you yell at us you are less likely to get the best help, be kind, and you will get great help. I will explain how you can prepare for a call when you are not getting a connection - "Power Cycling" Unplug your modem for 30-50 seconds from the power source, restart your computer, plug in the modem, then and only then power up your PC, give it about a min or two and see if that helps it, allot of times it will. If power cycling fails then we will attempt to "Repush" your modem from our end which involves deleting your present modem from out Database, then putting it back in as though it was a new modem, and if this fails then we send out a tech.
The "reconfiguration" is done by verifying your settings in your computer with those that we have on file at the call center.
I would recommend this service to anyone that likes internet surfing or downloading, the modems rock for speed and are generally reliable for the most part. Due to some of the promotions going on right now it is hard to find openings for installations but they are there just be patient.
Some of the odd calls we get are people trying to figure out why there are no lights on the modem. . . I asked him what his monitor was displaying and he said that his monitor is off due to the power outtage in his area. . . . PLEASE DON'T CALL for these issues, really are you this simplistic? Another call is that the people can't get into their E-Mail accounts. . . . CHECK THE CAPS LOCK, we get about 50-70 calls on this daily, I mean seriously come on now! My last issue that gets right under my skin is people calling and asking why they can't load Microsoft Office or Word Perfect or Adobe PS5, bet you are wondering what these programs have to do with cable modems. . . . we are still wondering!!!! we get about 30-50 calls about this, IT HAS NOTHING TO DO WITH CABLE ISP's WHY WOULD YOU CALL US?!?!?!?!?!?!?!
Ok I am finished venting, one word of advice, the offers and promotions that we are allowed to offer are CRAPPY! so please call around and find a great promotion because we know all the promotions out there but we are not authorized to tell you what they are. . . . I will however. . . but you will need to find the promotion codes for these. . . Free Installation and 1 month free, Free Installation and 29.95 a month, Sign up a buddy and you get a month free, 49.95 Installation and 2 months free.
Here are some of the regular costs - Modem Rental 7$ - Installation 149$ - to buy the modem 300$ - regular monthly cost if your cable tv bill is over 25$ is 39.95$ if it is under 25$ it is 49.95$. If you need any more information please do not hesitate to ask me and I will do my best to answer you.
Recommended:
Yes
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Epinions.com ID:
TheExpert
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Member: John Doe
Location: Welland, Ontario, Canada
Reviews written: 26
Trusted by: 9 members
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