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Created Feb 19, 2015

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Comcast transcript 2/19/2015
user KRIS has entered room
analyst Khareen has entered room
Khareen: Hello KRIS_, Thank you for contacting Comcast Live Chat Support. My name is Khareen. Please give me one moment to review your information.
Khareen: Hi! I hope you are doing well. I would be more than happy to assist you with your concern today.
KRIS_: My Issue: intermittent connection issues to various websites, not all but many.
Khareen: Hi, Kris!
KRIS_: Hi, I'm connected to you thru my phone atm
Khareen: I see.
Khareen: I understand that you are having an unstable Internet connection.
KRIS_: I can connect to the internet, but many websites are intermittent
Khareen: I sincerely apologize for the inconvenience that this has caused you. We will work together to have this fixed.
KRIS_: I tried resetting the cable modem and my wireless router
Khareen: Alright.
Khareen: Thanks for doing that.
Khareen: I also use the Internet on a daily basis so I know how important it is to have a stable connection all the time.
KRIS_: speed test is showing great numbers
KRIS_: so must be related to routing inside of comcast
KRIS_: http://results.speedtest.comcast.net/result/812185864.png
Khareen: Thank you for providing that information.
Khareen: Just to set the right expectation, I will be asking some questions and we will be doing troubleshooting steps to isolate the issue so we can restore your internet connection. If needed, I will send one of our best technicians to have this fixed with utmost priority. Shall we continue?
KRIS_: I also restarted my computer, but with identical results
KRIS_: the problem only started today at around 11am
Khareen: I see.
Khareen: Let me check the account.
KRIS_: I'm a software engineer and use github.com quite frequently. I noticed the issue when trying to do a git pull from that site. Also, web pages would hang from that site as well.
KRIS_: doing the same thing thru the phone worked perfectly
KRIS_: so it's not an issue with github
Khareen: I understand, thanks for that.
Khareen: I would need to send refresh signals to your modem to resynchronize it to our server. With that, I might lose you for a bit. Just stay on chat as I will be here as soon as your connection comes back up. Would that be fine?
KRIS_: I'm tethering to my iPhone right now
KRIS_: so you won't lose me
Khareen: Alright, let me send signals now.
Khareen: You are using the modem MOTOROLA sb6141 , correct?
KRIS_: yes
Khareen: Thanks!
KRIS_: it has worked flawlessly
Khareen: I am now sending a signal.
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