Comcast transcript 2/19/2015

transcript

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.