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Comcast Support, the sequel
- Jennifer > Hello JEFF_, Thank you for contacting Comcast Live Chat Support. My name is Jennifer. Please give me one moment to review your information.
- Jennifer > Thank you for choosing Comcast, where we value all of our customers, my name is Jennifer, how may I assist you today?
- JEFF_ > I came home today and my internet was not working. I reset my cable modem, it came back up. now when i try to get to the internet I am presented with an intercept screen that is asking me to activate my service.
- JEFF_ > i activated when I got the service.
- Jennifer > I am sorry. That must be a difficult situation in activating your service and I understand where you are coming from. No worries, I will check on this for you.
- Jennifer > I'd be more than happy to assist you in activating your internet service.
- Jennifer > Let us pull up your account first.
- Jennifer > May I please have the following informations for security and verification purposes:
- 1.) Telephone number listed on the account 2.) Name on the account 3.) Account holder's Last 4 of SSN
- JEFF_ > i already activated
- JEFF_ > months ago
- JEFF_ > this is not new service
- Jennifer > I understand, but whenever you try to access any website, it prompts you to the activation page, is that correct?
- JEFF_ > yes
- JEFF_ > that is new behavior today
- Jennifer > Let me work on this for you.
- Jennifer > May I please have the following informations for security and verification purposes:
- 1.) Telephone number listed on the account 2.) Name on the account 3.) Account holder's Last 4 of SSN
- JEFF_ > [redacted]
- Jennifer > Thank you. Please give me one moment while I pull up your account.
- Jennifer > May I know if you have connected a router in between your Computer and the cable modem?
- JEFF_ > yes
- Jennifer > By the way, could you kindly verify to me the CMAC Address of the internet modem you have? The information should be in a sticker attached on the modem.
- Jennifer > The information about the CMAC Address may be found at the back of your internet modem. It is sometimes labelled as HFC MAC ID.
- JEFF_ > sure, just a sec
- Jennifer > Sure, Jeff. Please take your time.
- JEFF_ > [redacted]
- Jennifer > Thank you. I will now take the necessary steps to get you surfing on the internet. Please give me one moment.
- Jennifer > One of the benefits of our internet service is that we offer you Norton Antivirus. This allows you and your family to surf the web with the confidence your equipment is safe.
- Jennifer > Just to set your expectation, I would be sending a reset command to your cable modem as part of our activation. This may cause a series of slight service interruption. Please don't click on anything until you are back online in a couple of minutes. Please make sure not to close this chat window.
- JEFF_ > ok
- Jennifer > By the way, may I please ask for the make and model of this modem?
- JEFF_ > motorola surfboard sb6121
- Jennifer > Thank you so much for that information.
- Jennifer > One moment please.
- Jennifer > Kindly do a hard reset on your internet modem.
- Jennifer > To reset the modem you will need a tip of a pen or you can use a paper clip. On the back of the device is a small hole labeled "reset." Press and hold for about 10 seconds to reset the device.
- JEFF_ > why?
- JEFF_ > it is obviously fully connected
- JEFF_ > i can get all the way to your activation server
- Jennifer > I understand. We just sent a refresh signal to it. We just need to refresh your modem's connection.
- JEFF_ > i have a public IP from you
- JEFF_ > i don't mind rebooting it
- JEFF_ > but I don't think that resetting all my configuration is wise
- Jennifer > We just provisioned the modem, so we need to refresh the modem's signal by doing a hard reset to it.
- JEFF_ > i have no problem rebooting it
- Jennifer > Just make sure not to close this chat.
- JEFF_ > if i do a hard reset and completely erase the settings, I will have to do lots of reconfiguration of the modem before I can even get my internal network back online
- JEFF_ > are you asking me to reboot it or to reset all the settings?
- Jennifer > I understand, Jeff. But since we just sent a signal, the modem needs to detect it in order for you to have internet access.
- Jennifer > To reset the modem you will need a tip of a pen or you can use a paper clip. On the back of the device is a small hole labeled "reset." Press and hold for about 10 seconds to reset the device.
- Jennifer > Please try to click on this link: http://www.google.com or http://www.yahoo.com
- Jennifer > Are you able to access yahoo or google now?
- JEFF_ > no
- Jennifer > Since you are using a router, please try to power cycle it. Kindly turn off the router for a few seconds and power it on again.
- JEFF_ > as expected i get to the activation page
- JEFF_ > i already did
- JEFF_ > the problem is not my router
- JEFF_ > it routes just fine
- JEFF_ > you know, never mind.
- JEFF_ > it is just easier to go through the reactivation process
- JEFF_ > eventhough it is stupid that I have to since I did it months ago
- JEFF_ > there, i answered the questions on the activation form. it appears to be activating me
- Jennifer > Please try to click on this link: http://www.google.com or http://www.yahoo.com
- JEFF_ > thank you for not solving my problem.
- Jennifer > Analyst has closed chat and left the room
2290Living: This is too easy
So far, so……easy. Hate to risk jinxing myself but really the hardest part of this trek has been keeping up with the blog. So far I have really just made two major changes in my spending - switched to the credit union and found a new place to buy dog food. I have also found a few pleasant surprises…
