Re: [Nolug] Cox Connection Dropping

Charles Jouglard wrote:
> On Mon, 11 Oct 2004 23:17:06 -0500 (CDT), -ray wrote:
> On Mon, 11 Oct 2004, Charles Jouglard wrote:
>
>
>>Contrary to what Dave thinks we are here to help.
>
>
> While I believe you are being sincere, it is hard to get someone with the
> same sincerity on the phone when calling the main support number. But
> Bellsouth, Charter, and [insert large company name] have the same
> problem. I can just hear Matthew's support call:
>
> Tech: Welcome to (Cox|Bellsouth|Charter) support. How can i help you?
>
> Matthew: Yes i have an issue where i lose my connection at random times
> and get kicked out of online games. It comes back in a few minutes, but
> it's annoying.
>
> Tech: Ok, first can i get you to reboot your modem?
>
> Matthew: Well it's working fine right now.
>
> Tech: Great. Next time it's down, visit www.cox.com/support for further
> information. Have a nice day.
>
> Now it is better to call when the problem is actually occurring. But it
> will come back up before you get someone on the phone, or while you're
> rebooting the modem, pc, or checking DNS settings at the tech's request.
> The tech thinks you're smoking herb and the modem reboot fixed it. Yet
> the problem persists.
>
> I can totally understand the reluctance to call support with a problem of
> this sort.
>
> ray
> --
> =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=
> Ray DeJean http://www.r-a-y.org
> Systems Engineer Southeastern Louisiana University
> IBM Certified Specialist AIX Administration, AIX Support
> =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=
>
>
> Ray,
> I can echo your sentiments.... You are correct, pretty much "INSERT ANY LARGE
> COMPANY HERE" is providing support from the same stand point. Locally we've
> moved our first line of troubleshooting in house away from the national call
> center. We are working to have our personnel better trained.
>
> If you've ever worked support you know the first time you don't start
> troubleshooting at the very beginning of the process it will be that one very
> basic issue that will bite you down the line. i.e. the modem is stuck in some
> strange state, or the cat chewed the cat5 cable that is lying on the floor. And
> it's the cable from the modem to the router, thus nothing is able to get on the
> Internet....
>
> One of the funniest cartoons I have is a computer owner on the phone with tech
> support. The tech support rep tells the customer to open the computer case to
> perform some tests. The customer tells the rep "there is a sticker on the rear
> that says WARRANTY VOID IF REMOVED"
>
> The Rep says "Okay, well call me if anything changes" and hangs up....
>
> I would hope our tech support is working better then this. My vision would be a
> separate line for more advanced users. The ones that have done the basic
> troubleshooting and need assistance with more advanced techniques or
> verification of a network issue. Hopefully we could implement that vision some
> day. Maybe even in our lifetime.
>
>
> Cheers,
> Charles
>
>
>
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>
>

  I've had this same trouble for a few months now. It seemed like it was
right around the same time Cox upped the cap for home users, and left
the business lines alone. I called a tech out and he was convinced every
NIC had to be bad or it was a problem with cpe, even with a laptop
plugged directly into the cable modem. I was having 1% packet loss at
the good times. The technician came out replaced the modem, and
explained to me that 1% packet loss is fine. Did the problem go away?
No, and I refuse to argue with the companies whom hold all the resources
but none of the responsibility. I'd love to have a Network engineer come
over and tell me 1% packet loss is fine.

-- 
Regards,
Robert Cochran
Internet Service Department
(504)596-3058
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