[ImmitsRom]

Wow...$75 to have tech come....we don't charge anything for tech to come out in Time Warner
And all this crap stuff she was saying about the router is definitly incorrect, 99% of the time isn't the router and the modem itself just needed to be reset

Which I knew. I knew my router was fine because Remote desktop (how I control the mac hooked up to the stereo system and HDTV when I'm not on the couch) was reacting fine to input. Also, the file server was up and all of the shared folders were fine as well.

So my internal network was fine. She also tried telling me that my IP addresses were wrong on the computer because they weren't 192.168.x.x. She didn't beleive me when I told her I changed them to a custom IP.

___________

What kills me is that she didn't try an option that was open to her, simply remotely rebooting the modem itself. In the end, thats what the level 2 guy did and it fixed the problem within 20 seconds, the time needed for the modem to reboot.

[Aztegjpl]

Which I knew. I knew my router was fine because Remote desktop (how I control the mac hooked up to the stereo system and HDTV when I'm not on the couch) was reacting fine to input. Also, the file server was up and all of the shared folders were fine as well.

So my internal network was fine. She also tried telling me that my IP addresses were wrong on the computer because they weren't 192.168.x.x. She didn't beleive me when I told her I changed them to a custom IP.

___________

What kills me is that she didn't try an option that was open to her, simply remotely rebooting the modem itself. In the end, thats what the level 2 guy did and it fixed the problem within 20 seconds, the time needed for the modem to reboot.

If you have a Motorla Surfboard modem you can reset the modem yourself, you can access the modem: 192.168.100.1 and reset from configuration

Some cable modems too has reset hole on the back

[cenRealliat]

If you have a Motorla Surfboard modem you can reset the modem yourself, you can access the modem: 192.168.100.1 and reset from configuration

Some cable modems too has reset hole on the back

Remote reset is different from the reset that you have access to, even the button one.

[Maserati]

Last time I spoke to a lvl 1 tech for my ISP, I said:

"My download speeds are fine but my ping is really high."

To which he replied:

"What is ping?"

[stupid]

I then tried to explain what ping was, which obviously went completely over his head, so he decided to put me through to a lvl 3 tech, who was EXTREMELY helpful and solved my problem even though they had to bend a few rules.[thumbup]

[Beragagnu]

I worked in level 1 tech support for two years and I can safely say that about 10% of the people have absolutely no clue how to fix problems. 60% of the people have have enough skills to do what they're told and run down a checklist. 20% of the people actually know how to solve problems to some degree and only about 10% are really qualified enough to do a really good job.

Most call centres(almost all companies contract out 1st level support) are based around scripts and "handle times". The more calls they can get through, the more money they make. Most of the time quality comes secondary to this.

[abouthotels]

The one I love is when they try to ping to "find out if your bandwidth is okay."

Last I checked, ICMP didn't tell you bandwidth available. Maybe MTU, but I seriously doubt any level 1 moron knows what MTU stands for. They really don't like it when I refuse to allow echo requests from my router. [rofl]

Anyway, I feel your pain. When they start into their BS string, just tell them you do this crap for a living (ie, set up networks) and start going into the inner workings of Ethernet and TCP/IP. Generally they shut up, or just pass you off to level 2 guys.

Thankfully, I've not had to deal with Comcast much with my internet in the past 2 years. Just when my modem got fried from a lightning storm and a surge came up the actual cable line.

[Hodstcopter]

I also did level 1 tech support for a year. From my experience there was about... 30% who were morons who couldn't tell their left shoe from their right, 50% who were smart enough to listen in training, can follow the checklist they are given, have what they also might need bookmarked on their internal website, and then there was that 10% that could run circles around the IT guy that managed the computers and network at the call center. I laugh big time at most the level 1 people at my ISP. They are so stupid, it's always my routers fault for all the problems that i get. It's sad how many times they will say the problem is my fault and there isn't anything she can do.

[ImmitsRom]

Had an issue today with my Comcrap internet, was very slow. 56k slow.

In fact, it took google over 20 seconds to return results. But it wasn't one site, it was every site.

So I did the usuals. Rebooted the router, and modem (in the proper order ofcourse, not turning router on until modem had re-established a link).

Since that didn't work and comcrap charges me near $70 for internet (18mbit/1.5mbit) I called comcast to see what was up.

Got some "smart" lady on the phone who told me that it wouldn't work right through a router and that I had to go directly from modem to PC. I knew it wouldn't work, but she was insistant so I did it anyways. Big surprise when the PC now only picked up a self assigned address and not the usual WAN ip which starts with 24.15.x.x. So now i have NO internet, instead of slow internet.

So I do some fiddling, and after powercycling the modem several times I finally get a normal IP from the modem and wala, internet is back. SLOW internet. Did a speed test with my usual test site of choice and only got 30kbit down! Thats less than 56k modem over dialup.

On an on she went saying that she would have to page a technician and I would have to pay a $75 service charge for the tech to come out. I blew up at that point and reamed her out considering I pay for 18mbit down, and if I don't get close to that then comcast is not holding up their end of the service agreement. I got really pissed at that point and asked for a level 2 tech. Get online with the level 2 tech, and within 2 minutes he reset my modem remotely.

Wala, instant success, internet back up to speed! Though comcast's page and a few others are loading very slowly, the majority of the places I go daily are back up, and a speed test happily reported 16.3mbit down, so even though its not the rated 18, its fine by me, I never really see the full 18 anyways.

Sorry, I needed to vent. Feel free it ignore the rant.

[Suvaxal]

Did you catch her name? If so call them and complain, tell them to stop hiring chimps, or if they insist on hiring chimps, tell them to atleast train them to human standards.

[SmuffNuSMaxqh]

I've had the SAME EXACT problem that you were having..and I also ended up blowing up at the lady because she was a complete idiot.

Then I had to deal with more comcrap idiots today with my digital cable but thats another story

[Hmntezmb]

I understand that substandard help tends to be rather inefficient but on the flip side - if you're so damn smart - you always have the option of fixing it yourself.

[topcasinobonua]

if you're so damn smart - you always have the option of fixing it yourself.

Except the problem is on their side, and unfixable by you.

[chelviweeme]

I work for a company that sells software to businesses, and the level 2 techs are the biggest morons I have ever seen.

[wheettebott]

maybe they should power up to level 3 [rofl]

couldnt help myself!!

[JonDopl]

I have compcrap back at my house and it's one of the most annoying things to deal with.

[ImmitsRom]

I can deal with level 1 tech most of the time. However, she tried to tell me that that the router was the problem because they all work and different frequencies and that my router was incompatible with their service.

Which was bs because I've had that router for about 2 years now and its worked fine from the get go. There was other bs she spouted, I finally got tired and told her to stop blowing smoke up my ... and to put me on with level 2 or her supervisor.

Funny enough that all she had to do was reset the modem remotely, I've had level 1 techs do that before when me powercycling the modem didn't work.

Its one thing to go through the usuals, but when you start making up crap explanations to seem "smart" its insulting. The lady on the phone reminded me of this girl http://www.youtube.com/watch?v=xH0F6ewx8-4

Which I'm ashamed to say she's american. WTF is up with not being able to find the US on a map! C'mon! I learned that so long ago I can't remember WHEN i became aware of that fact.

[Aztegjpl]

Wow...$75 to have tech come....we don't charge anything for tech to come out in Time Warner
And all this crap stuff she was saying about the router is definitly incorrect, 99% of the time isn't the router and the modem itself just needed to be reset