Good day all, this is the Angry Systems Administrator. I’m bringing you an update on the back end of Anger Central. As the title states, I’ve been having loads of fun with Comcast support.
For the last year, we have had some spotty connection issues with the Anger Central network. Last week it came to a head when we suffered multiple modem resets. The numbskull who pretends to run things here, generally known as the Angry Webmaster, went totally off his nut when he was trying to post updates on the blog.
I called Comcast and experienced my first religious experience. They picked up in less then 2 minutes. After I untied my tongue, I spoke with the very nice young lady about my problem. She ran me through the usual stuff, things I had already done, and then we scheduled a tech to come out and test the lines.
A side note. I don’t jump all over the tech support people I speak to unless they are utter closet cases. I’ve been where they are and I know how tough a job they have. The young lady did her job well and I acknowledge that.
We scheduled the tech to come out last Friday morning, and he arrived right on time. This caused me to faint dead away since we all know the “Window” they offer is usually something they pull out of a hat. I worked with the gentleman to test the lines, both from the modem and the pole outside the office. He found a serious loss of signal, and examined the line from the pole.
It had a hole in it. Just a small one, and it looked like something either a bird did or possibly a squirrel.
We ended up dropping that line and running a new one. He also upgraded all the cabling outside the Data Center and added a weather box to protect the connectors going into the building. (We didn’t have one originally) The whole process took a good 2 hours, but once it was done, our connection was rock solid.
That is, it was rock solid until 12:01pm last Monday. All of a sudden, all our access to the internet stopped. When we tried accessing any website, we were directed to a “Walled Garden” by Comcast asking us to call them. The number that was listed? It didn’t work.
I called support directly and after the usual routine of trouble shooting, came to the conclusion that our modem had been deprovisioned.
The technician had to transfer me to their security department to get the modem reprovisioned. (She had seen this happen before so knew what the issue was). The only problem was, they weren’t picking up.
Since our office phones were dead, (They’re VOIP), I was burning minutes on my cellphone. She offered to call me back once she connected to the other department. About 20 minutes later she did call back, (YAY), and connected me with another tech. He had to push a new configuration file to the modem, and restart it. Once all this was done, I was able to get back online.
All told, we were down for a good 90 minutes Monday. What made things worse? The Angry Idiot crying that Netflix wasn’t working.
Now that everything is up and running, our connection has been rock solid. Our download and upload speeds are now at specification and we haven’t suffered any further outages. I still think Comcast is to large and needs a nice anti-trust breakup. However, I will give kudos when they are deserved, and the techs I worked with were polite and competent. At least the Angry Moron is not pestering me anymore regarding his porn downloads not completing.
Thank you
~The Angry Systems Administrator~
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