Comcast strikes again, my modem is downloading the dreaded “walledgarden.cm” configuration instead of the one that gives me the high-speed tier. Whats infuriating about these situations is how hard it is to get a supposed tech willing to do the work instead of running through bullshit scripts and doing a useless truck-roll when none of the scripts work.
In a Comcast outsourced call center there really aren’t that many tools available to the people answering the phone. Depending on where you are, and which call center they’re in, they may have access to your actual account with the ability to add / remove devices. They have a tool that lets them query your modem, force a configuration update, and reboot it. And another system for scheduling a technician to come out. That’s it.
Lucky me, my modem is online and any person willing to go off-script can easily tell that my problem is on their back-end. But it isn’t so easy to get that person. After six calls I have three truck rolls scheduled and an escallation to a shift supervisor who supposedly will call back. But they never call.
So I keep calling. I finally get someone that can recognize what an unregistered modem looks like and fix it (it isn’t hard, a few menu selections and typing the MAC address). But it doesn’t work. So she actually puts me on the phone with the supervisor that was supposed to fix this. “I just got off the phone with the next level of support.” Many hours after this started. She says that our email was suspended for gaming activity. I shit you not. She has no more idea WTF that means or why it involves disabling my modem than I do, but it’s especially galling because we’ve never had working email from Comcast.
Supposedly it’ll be fixed by tomorrow. We will get a credit for the downtime, which I figure is less than$2. I doubt we will get a plausible explanation for what happened.
Posted from my iPhone, all typos are its fault.
