Comcast Support Chat gone wrong
While making some small site updates on Thursday evening, all of my connections to 10voltmedia.com and any other domain hosted on that box suddenly died. It was late in the day and I had typed the wrong password into our file upload area one too many times. It uses htpasswd, so the server was instantly aware and blocked my IP address – and only mine – to prevent any possible intrusion attempt. That meant the site would load normally for anyone other than myself. Great security, but it threw me for a loop for a few hours. Before I knew what had actually happened I contacted Comcast’s support, thinking they may be having a routing/DNS issue or inadvertently blocked access to that server for some reason.
The support chat that followed was useless in solving the problem, but damn entertaining anyway. We’ve all heard countless stories of rude support techs, but this one got a little too friendly with me.
The chat transcript is below (I’ve removed the support tech’s name, I’d rather not get anyone in trouble):
user Jeff_ has entered room
Jeff(Thu Apr 17 2008 20:34:35 GMT-0500 (CDT))>
Unable to load the address www.10voltmedia.com from my local connection, although it is currently accessible from other networks.analyst [- XXXXX -] has entered room
[- XXXXX -](Thu Apr 17 2008 20:34:44 GMT-0500 (CDT))>
Hello Jeff_, Thank you for contacting Comcast Live Chat Support. My name is [- XXXXX -]. Please give me one moment to review your information.[- XXXXX -](Thu Apr 17 2008 20:34:50 GMT-0500 (CDT))>
Good day, Jeff.Jeff_(Thu Apr 17 2008 19:34:55 GMT-0500 (CDT))>
Hello [- XXXXX -][- XXXXX -](Thu Apr 17 2008 20:35:14 GMT-0500 (CDT))>
How long has this been an issue?Jeff_(Thu Apr 17 2008 19:35:56 GMT-0500 (CDT))>
Roughly 3 hours. I wouldn’t usually request support for this, but the address does work from other remote servers.[- XXXXX -](Thu Apr 17 2008 20:36:52 GMT-0500 (CDT))>
Yes, we do not support for this but let me try to help you on this one.
I fully expected to hear the “we don’t support that” line, but was pleasantly surprised to hear that the tech would try anyway.
Jeff_(Thu Apr 17 2008 19:37:01 GMT-0500 (CDT))>
Thank you.[- XXXXX -](Thu Apr 17 2008 20:37:11 GMT-0500 (CDT))>
Let me check why you cannot access that site.[- XXXXX -](Thu Apr 17 2008 20:38:18 GMT-0500 (CDT))>
Are you using Internet Explorer?Jeff_(Thu Apr 17 2008 19:38:32 GMT-0500 (CDT))>
I have tried Explorer, Firefox, Camino, and Safari all with the same result.[- XXXXX -](Thu Apr 17 2008 20:38:49 GMT-0500 (CDT))>
I see.Jeff_(Thu Apr 17 2008 19:38:49 GMT-0500 (CDT))>
A traceroute fails to get to 10voltmedia.com as well[- XXXXX -](Thu Apr 17 2008 20:39:22 GMT-0500 (CDT))>
What error message do you got?Jeff_(Thu Apr 17 2008 19:39:30 GMT-0500 (CDT))>
Network TimeoutThe server at www.10voltmedia.com is taking too long to respond.
Jeff_(Thu Apr 17 2008 19:39:36 GMT-0500 (CDT))>
whoops, sorry for the scroll[- XXXXX -](Thu Apr 17 2008 20:40:07 GMT-0500 (CDT))>
That is fine, Jeff and thank you for that.[- XXXXX -](Thu Apr 17 2008 20:41:03 GMT-0500 (CDT))>
Can you access on other site aside from 10voltmedia.com on that computer?Jeff_(Thu Apr 17 2008 19:41:32 GMT-0500 (CDT))>
Yes, other sites load with no trouble.[- XXXXX -](Thu Apr 17 2008 20:42:32 GMT-0500 (CDT))>
I see. Is 10voltmedia.com a secure site?Jeff_(Thu Apr 17 2008 19:42:36 GMT-0500 (CDT))>
https? No.[- XXXXX -](Thu Apr 17 2008 20:43:09 GMT-0500 (CDT))>
Are you currently using wireless connection?Jeff_(Thu Apr 17 2008 19:43:29 GMT-0500 (CDT))>
I have both wireless and wired here. I cannot load the address from either.[- XXXXX -](Thu Apr 17 2008 20:44:48 GMT-0500 (CDT))>
Okay.[- XXXXX -](Thu Apr 17 2008 20:46:51 GMT-0500 (CDT))>
Please wait while I search on that for you.
Ok, great. This is the bare minimum that I was hoping for – that the tech would at least take a look and make sure my connection wasn’t doing something stupid on Comcast’s end.
Jeff_(Thu Apr 17 2008 19:46:53 GMT-0500 (CDT))>
Thank youanalyst [- XXXXX -] has been temporarily disconnected. Please wait while the analyst attempts to reconnect.
analyst [- XXXXX -] has entered room
[- XXXXX -](Thu Apr 17 2008 20:49:16 GMT-0500 (CDT))>
I have found out something about the Network Timeout, you may need to change the network-timeout settings on your PC, here is the link: http://publib.boulder.ibm.com/infocenter/eserver/v1r2/index.jsp?topic=/diricinfo_5.20/fqm0_t_changing_the_network_timeout_setting.html
Wait… is that… yes, it’s a link to an IBM support page. What the hell?? Was she just Googling for this? I tossed any hope for assistance out the window at this point and decided to humor her and see where this went.
Jeff_(Thu Apr 17 2008 19:49:44 GMT-0500 (CDT))>
Thank you, I’ll take a look and try that.Jeff_(Thu Apr 17 2008 19:49:52 GMT-0500 (CDT))>
Are you able to load www.10voltmedia.com?[- XXXXX -](Thu Apr 17 2008 20:51:10 GMT-0500 (CDT))>
Yes, Jeff. I was able to load and view the www.10voltmedia.com. It is a site where nimble design & development studio specializing in interactive and graphic design services, right?Jeff_(Thu Apr 17 2008 19:51:30 GMT-0500 (CDT))>
Yes, it’s my site.Jeff_(Thu Apr 17 2008 19:51:55 GMT-0500 (CDT))>
I’ll try the Network Timeout setting, unless you have other suggestions?[- XXXXX -](Thu Apr 17 2008 20:52:10 GMT-0500 (CDT))>
Oh, I see. So, you are the one who build the site? Wow, you are amazing!
Um, ok. That’s a little unexpected…
Jeff_(Thu Apr 17 2008 19:52:37 GMT-0500 (CDT))>
Yes, I launched it (this version) about 3 days ago. Thank you very much.[- XXXXX -](Thu Apr 17 2008 20:53:45 GMT-0500 (CDT))>
Wow, congratulations! You are great. I like it.Jeff_(Thu Apr 17 2008 19:54:00 GMT-0500 (CDT))>
That’s good to hear, thank you.[- XXXXX -](Thu Apr 17 2008 20:55:45 GMT-0500 (CDT))>
There is also another way, your can try it on this link: http://www.google.com/search?hl=en&q=Network+Timeout+The+server+is+taking+too+long+to+respond.&btnG=Searchhttp://publib.boulder.ibm.com/infocenter/eserver/v1r2/index.jsp?topic=/diricinfo_5.20/fqm0_t_changing_the_network_timeout_setting.html[- XXXXX -](Thu Apr 17 2008 20:56:05 GMT-0500 (CDT))>
I really google it. (Smile)
Wow. Just… wow. I know it’s not a network timeout issue and can find Google pretty well on my own, but this is entertaining so I decide to keep going.
Jeff_(Thu Apr 17 2008 19:56:24 GMT-0500 (CDT))>
Ok, I’ll give that a try as well[- XXXXX -](Thu Apr 17 2008 20:57:08 GMT-0500 (CDT))>
You are very much welcome, Jeff. You deserve the honor. So, your the master in programs right?Jeff_(Thu Apr 17 2008 19:57:51 GMT-0500 (CDT))>
I am a programmer, yes, for 14 years.[- XXXXX -](Thu Apr 17 2008 20:59:22 GMT-0500 (CDT))>
What? for 14 years? You could be the master of all masters for that. To think about it, it is very hard to build a website and you made it.
This is where I picked up my coffee mug and took a whiff to be sure Kate didn’t dose me with paint thinner. Apparently I’m squandering my immense talent and Yoda-like skills with this design bullshit and should be lord of the entire human race. While I appreciate the compliment, albeit the strangest I’ve ever heard, I’m no Jeffery Zeldman.
Jeff_(Thu Apr 17 2008 19:59:54 GMT-0500 (CDT))>
hahaJeff_(Thu Apr 17 2008 20:00:14 GMT-0500 (CDT))>
Maybe I’ll use that as my sales pitch[- XXXXX -](Thu Apr 17 2008 20:01:08 GMT-0500 (CDT))>
You are so funny, Jeff.
We’ve lost cabin pressure and are now careening blindly into a mountain. The Comcast tech is flirting with me, and it’s creepy. Time to make a graceful exit.
Jeff_(Thu Apr 17 2008 20:01:12 GMT-0500 (CDT))>
Well, thank you very much for the compliments and suggestions. I’ll give it a try and see if it helps.[- XXXXX -](Thu Apr 17 2008 20:02:40 GMT-0500 (CDT))>
Thank you for making me smile.
Yep, we’re done here. Disconnect before she asks “a/s/l?“
Wow, that’s a really funny story! I wonder if consumerist will post it. I agree with the tech, though, you do have a very nice website here.
Oh master of all web design… that’s hilarious. Thanks for the good read.
Master of all masters? I really google it, too.
Comcast is all about the Google, and the “web two-point-oh” buzz. They even have a Twitter account that’s regularly updated.
If you hadn’t heard about it, Michael Arrington at TechCrunch had a run-in with Comcast on Twitter and has some interesting observations.
Wow, what an Ego boost, I’d love to be told I’m really good, funny, and a master every time I talk to support. Interesting read, thanks.
Jeff, be happy this was what it was. Comcast decided to sell my IP block without checking/notifying/asking for permission – just sold it. After determing their issue (they couldn’t figure out what was going on) I had to forfeit those IPs (which I have owned for a little over two years) because the bigger company “demanded them” – thus had to reconfigure servers, network etc. Comcast….ugh.
@Kyle: Very true, it could have been much, much worse. I’d rage if a whole block of IP’s were suddenly taken away without warning. We’ve been lucky with this Comcast account (lemme find some wood to knock on) and this incident is the biggest problem that has come up… so far.
Even so, I’m not a fan of Comcast’s attitude on P2P throttling (and lying about it), anti- net-neutrality practices and a whole slew of other shady dealings. The real trick is finding a provider that doesn’t do things like this, especially in a market where provider monopolies are quietly encouraged and the consumers have little to no alternative.
hilarious! thats probably the most action she’s gotten in a long time, lol. very funny stuff
I’ve had similar weird conversations with Comcast’s live chat.
Comcast: I understand you have a concern if your address is serviceable for Comcast High Speed Internet.
Comcast: Is that correct?
Guest_:yes
Comcast: :>Thank you for confirming that.
Comcast: >You must be very excited.
Guest_:>???
Comcast: Thank you for staying online. I have the information we need.
My personal theory is that the entity at the other end of the chat is an automated “intelligent” bot, not a human being. Either that ot they are extremely bored at the office over there and their supervisor is asleep.
Hi! I was surfing and found your blog post… nice! I love your blog.
Cheers! Sandra. R.
44 Minutes and no help from Comcast online chat; consistent bad service. I hate Comcast but have to pay for them since my condo building entered into a building contract whether I use them or not.
It’s always a different nightmare. Nothing ever works and I always know way more than the chat people. American companies have fallen to new lows. No training, no management, no quality controls. How do they sleep at night? If I, or any of my staff, ever provided products and services like these I think I’d just go ahead and have a heart attack and die.
See entire chat below with my name, e-mail address and home address deleted.
user Beth_ has entered room
BETH(Sun Mar 14 2010 13:01:49 GMT-0500 (CST))>
messages not getting saved in Inbox; only 76 total
analyst Marie has entered room
Marie(Sun Mar 14 2010 13:02:03 GMT-0500 (CST))>
Hello Beth_, Thank you for contacting Comcast Live Chat Support. My name is Marie. Please give me one moment to review your information.
Marie(Sun Mar 14 2010 13:02:14 GMT-0500 (CST))>
Nice to have you on chat, Beth. How are you doing today?
Beth_(Sun Mar 14 2010 12:02:34 GMT-0500 (CST))>
Fine
Marie(Sun Mar 14 2010 13:02:52 GMT-0500 (CST))>
I am glad to know that you’re doing fine, Beth. I understand you are having problems with your emails.
Beth_(Sun Mar 14 2010 12:03:45 GMT-0500 (CST))>
Very small number of e-mails in my inbox are getting saved. Worked fine for past five years. Now isn’t working.
Marie(Sun Mar 14 2010 13:04:22 GMT-0500 (CST))>
I understand the importance of your emails and I know how frustrating it is not to be able to save our emails.
Marie(Sun Mar 14 2010 13:04:36 GMT-0500 (CST))>
user Beth_ has entered room
BETH(Sun Mar 14 2010 13:01:49 GMT-0500 (CST))>
messages not getting saved in Inbox; only 76 total
analyst Marie has entered room
Marie(Sun Mar 14 2010 13:02:03 GMT-0500 (CST))>
Hello Beth_, Thank you for contacting Comcast Live Chat Support. My name is Marie. Please give me one moment to review your information.
Marie(Sun Mar 14 2010 13:02:14 GMT-0500 (CST))>
Nice to have you on chat, Beth. How are you doing today?
Beth_(Sun Mar 14 2010 12:02:34 GMT-0500 (CST))>
Fine
Marie(Sun Mar 14 2010 13:02:52 GMT-0500 (CST))>
I am glad to know that you’re doing fine, Beth. I understand you are having problems with your emails.
Beth_(Sun Mar 14 2010 12:03:45 GMT-0500 (CST))>
Very small number of e-mails in my inbox are getting saved. Worked fine for past five years. Now isn’t working.
Marie(Sun Mar 14 2010 13:04:22 GMT-0500 (CST))>
I understand the importance of your emails and I know how frustrating it is not to be able to save our emails.
Marie(Sun Mar 14 2010 13:04:36 GMT-0500 (CST))>
No worries, Beth. You reached the right person. I can definitely help you with your concerns.
Marie(Sun Mar 14 2010 13:05:20 GMT-0500 (CST))>
Please allow me to pull up your account information so that we can resolve it in the most efficient way possible. I will be verifying security information to protect your account privacy. Is that okay with you?
Beth_(Sun Mar 14 2010 12:06:10 GMT-0500 (CST))>
I have to go answer the front door; can you wait a minute?
Marie(Sun Mar 14 2010 13:06:30 GMT-0500 (CST))>
Sure!
Beth_(Sun Mar 14 2010 12:07:44 GMT-0500 (CST))>
I’m back. Thanks
Marie(Sun Mar 14 2010 13:08:03 GMT-0500 (CST))>
You’re welcome! May I have the name and address on the account as well as the account number or the last 4 of the SSN on the account please.
Beth_(Sun Mar 14 2010 12:08:26 GMT-0500 (CST))>
Beth_(Sun Mar 14 2010 12:08:40 GMT-0500 (CST))>
Chicago Illinois 60611
Beth_(Sun Mar 14 2010 12:09:02 GMT-0500 (CST))>
I have no idea what the account number is. Obviously, all the information I had to enter to get on this chat doesn’t get to you?
Marie(Sun Mar 14 2010 13:09:43 GMT-0500 (CST))>
Thank you for that information, Beth. Please give me two minutes to pull up your account.
Marie(Sun Mar 14 2010 13:10:56 GMT-0500 (CST))>
Oh, I would like to inform you that Comcast has an Online Storage Feature where you can save your personal files like photos, mp3 and pdf files. And because it’s online, you access it anywhere you want as long as you have Internet connection. You can store up to a maximum of 10 MB and even have the option to share them with your friends. It’s like having an extra hard drive that you can access anywhere you want, for free. If you want to take advantage of this feature, just click on this link for the steps: http://www.comcast.net/storage/
Beth_(Sun Mar 14 2010 12:12:07 GMT-0500 (CST))>
1) It doesn’t work for Apple computers and 2) so the system no longer saves inbox e-mails? 3) It saves sent e-mails just fine.
Marie(Sun Mar 14 2010 13:12:56 GMT-0500 (CST))>
I see. Beth, may I please know how you access your emails.
Beth_(Sun Mar 14 2010 12:13:40 GMT-0500 (CST))>
Firefox; same as always
Marie(Sun Mar 14 2010 13:14:42 GMT-0500 (CST))>
Thank you for that information, Beth. So you access your emails though Smartzone?
Beth_(Sun Mar 14 2010 12:15:30 GMT-0500 (CST))>
Yes; Smartzone is the system that Comcast uses. Not optional.
Marie(Sun Mar 14 2010 13:16:28 GMT-0500 (CST))>
Thank you for that information, Beth.
Marie(Sun Mar 14 2010 13:17:55 GMT-0500 (CST))>
May I know when has this been happening?
Beth_(Sun Mar 14 2010 12:18:18 GMT-0500 (CST))>
The past two weeks
Marie(Sun Mar 14 2010 13:19:14 GMT-0500 (CST))>
I see.Beth, are you logged in to your account now?
Beth_(Sun Mar 14 2010 12:19:42 GMT-0500 (CST))>
Yes
Marie(Sun Mar 14 2010 13:21:33 GMT-0500 (CST))>
Could you please go to Preference.
Beth_(Sun Mar 14 2010 12:22:47 GMT-0500 (CST))>
ok
Marie(Sun Mar 14 2010 13:22:52 GMT-0500 (CST))>
Then click on email tab.
Beth_(Sun Mar 14 2010 12:23:20 GMT-0500 (CST))>
ok
Marie(Sun Mar 14 2010 13:24:01 GMT-0500 (CST))>
Can you see the option to store the emails on a particular period?
Beth_(Sun Mar 14 2010 12:24:24 GMT-0500 (CST))>
no
Beth_(Sun Mar 14 2010 12:24:48 GMT-0500 (CST))>
Inbox (read) never
Beth_(Sun Mar 14 2010 12:25:36 GMT-0500 (CST))>
Schedule Email Deletion section
Marie(Sun Mar 14 2010 13:26:38 GMT-0500 (CST))>
Yes, Beth.
Marie(Sun Mar 14 2010 13:26:58 GMT-0500 (CST))>
Please set it to Never.
Beth_(Sun Mar 14 2010 12:27:14 GMT-0500 (CST))>
It’s set on Never just like the Sent Email is set on Never.
Beth_(Sun Mar 14 2010 12:27:26 GMT-0500 (CST))>
It’s always been set on Never. No changes.
Marie(Sun Mar 14 2010 13:27:47 GMT-0500 (CST))>
Okay. I will be sending you a test message and let’s see if you will receive it in your inbox.
Beth_(Sun Mar 14 2010 12:29:11 GMT-0500 (CST))>
That won’t help my problem. The problem is that the inbox doesn’t save very many messages. Just 65 today; 3% of the 10GB allowed.
Marie(Sun Mar 14 2010 13:28:58 GMT-0500 (CST))>
May I please know the email address that you are having problems with.
Beth_(Sun Mar 14 2010 12:29:21 GMT-0500 (CST))>
Is there anyone there you can ask if they know how to fix this problem?
Marie(Sun Mar 14 2010 13:30:07 GMT-0500 (CST))>
I have sent you a test message.
Beth_(Sun Mar 14 2010 12:30:41 GMT-0500 (CST))>
I received your test e-mail. What is the purpose of sending me a test e-mail?
Marie(Sun Mar 14 2010 13:31:01 GMT-0500 (CST))>
To see if it will be stored in your inbox, Beth.
Beth_(Sun Mar 14 2010 12:32:18 GMT-0500 (CST))>
For how long? No point. Is there anyone there that knows what’s wrong? I’m getting very frustrated with this process.
Marie(Sun Mar 14 2010 13:33:18 GMT-0500 (CST))>
Beth, just to inform you, you only have 10GB of storage in Smartzone, including your Inbox, Sent Mail, Drafts, and any other folders you may have.
Beth_(Sun Mar 14 2010 12:34:05 GMT-0500 (CST))>
AS I wrote above, my Comcast SmartZone systems says,
Beth_(Sun Mar 14 2010 12:34:14 GMT-0500 (CST))>
Email: 3% of 10GB
Beth_(Sun Mar 14 2010 12:34:35 GMT-0500 (CST))>
Is there anyone there who knows what’s wrong? Ask them right now.
Marie(Sun Mar 14 2010 13:36:13 GMT-0500 (CST))>
I am already exhausting my resources here on my end, Beth. I am sorry that you have not stored your other emails in your inbox.
Beth_(Sun Mar 14 2010 12:37:06 GMT-0500 (CST))>
I have stored them; same as always. It’s just not working anymore. That’s why I contacted you/Comcast chat. Not for fun.
Marie(Sun Mar 14 2010 13:38:58 GMT-0500 (CST))>
I am really sorry for the inconvenience that this has caused you, Beth.
Marie(Sun Mar 14 2010 13:40:11 GMT-0500 (CST))>
Beth, please check on your other folders if you have your emails there.
Beth_(Sun Mar 14 2010 12:41:05 GMT-0500 (CST))>
I don’t have ‘other folders’; this is my primary Comcast email account.
Marie(Sun Mar 14 2010 13:42:23 GMT-0500 (CST))>
May I know if you have an email client like Outlook on your computer?
Beth_(Sun Mar 14 2010 12:43:18 GMT-0500 (CST))>
No. Remember, I use Firefox
Marie(Sun Mar 14 2010 13:44:55 GMT-0500 (CST))>
I see. Beth, could you please log out and log back in again after an hour to check on your emails.
Beth_(Sun Mar 14 2010 12:45:52 GMT-0500 (CST))>
Bye; I’ll call Comcast now.