Charter Cable / Lack of customer support
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TTD Crisanto : Thank you for contacting Charter High Speed Internet Chat support. My name is Crisanto. How may I assist you today?
Fred Underwood: What is going on with the internet in Duluth? It keeps going up and down...
Fred Underwood: Or is it just my connection?
TTD Crisanto : I'm sorry to hear that you are having issues with your internet service. I can certainly help you check if there is an outage in your area. After that, I will take a few more moments to look at the services that you have to ensure that these services are meeting your needs. May I please have your full name, phone number, the service address and the account number (if any) for me to pull up your account?
Fred Underwood: Fred Underwood
Fred Underwood: xxx xxxxxx xxxx
Fred Underwood: Duluth, Mn
Fred Underwood: 218-xxx-xxxx
TTD Crisanto : Thank you. One moment please while I pull up your account.
I will need two to three minutes while I locate this information for you.
Fred Underwood: OK
TTD Crisanto : I'm sorry but I can't pull up your account using the phone number that you gave. May I please have the correct phone number listed on the account?
Fred Underwood: 218-xxx-xxxx Cell
Fred Underwood: 218-xxx-xxxx other cell
TTD Crisanto : Am I chatting with the account holder?
Fred Underwood: Yes...
TTD Crisanto : Let me check. One moment please.
TTD Crisanto : I can't see any outage in your area.
Fred Underwood: Well can you see anything wrong with my modem???
TTD Crisanto : Have you tried to power cycle your modem?
Fred Underwood: Repeatedly, it will go to an ip of 192.168.100.1. Then after cycling the power several times it will start working again. After a short while it goes out again...
TTD Crisanto : Okay. Are you using a router?
TTD Crisanto : Please let me know if you are still connected to the chat session at this time.
Fred Underwood: I removed the router to see if that is the problem and the symptoms are the same...
TTD Crisanto : Okay. I suggest you not to use a router anymore.
Fred Underwood: anymore when? While we test something or forever?
TTD Crisanto : Have you already tried to conduct a speedtest at speedtest.charter.com?
TTD Crisanto : Yes. Router is not necessary to connect to the internet. It will just cause slowspeed in your connection.
Fred Underwood: yes it works fine while it is working? I would like some clarification on your last suggestion
TTD Crisanto : May I please have the result of your speedtest?
Fred Underwood: Well as a network engineer for 20 plus years a firewall and router are needed and I would like to talk to a higher level of tech support.
TTD Crisanto : You only need a router if you want to connect multiple computer on the internet.
TTD Crisanto : To connect a sigle computer to the internet, you just need a modem.
Fred Underwood: Since most consumer level router are also firewalls I reference my previous statement
Fred Underwood: 495.20Kb/s out
Fred Underwood: 4.83Mb/s in
TTD Crisanto : What is that?
Fred Underwood: You asked for the results from speedtest.charter.net
TTD Crisanto : Is 4.83Mb/s for the download speed and 495.20Kb/s for the upload speed?
Fred Underwood: Yes! Don’t you know what the speedtest looks like?
TTD Crisanto : Okay. Based on the result. I can say that you are not having slow speed.
Fred Underwood: I know that I am not having speed issues, the modem just drop its connection...
TTD Crisanto : Maybe you just have loose connection. Please try to check on the cables of the modem. Be sure that they are fastened securely.
Fred Underwood: Been there done that I also replaced the patch cords...
TTD Crisanto : May I please have the MAC ID of your cable modem so I can check your modem signals?
TTD Crisanto : MAC ID is composed of 12 alphanumeric character, usually sticked and located at the back or at the bottom of the cable modem.
Fred Underwood: HFC MAC Address 00:19:5e:cf:56:c4
CPE USB MAC Address 00:17:ee:8c:f3:61
TTD Crisanto : Thank you. I'll be checking on your modem signals in here. Please give me a few minutes.
Fred Underwood: OK
Fred Underwood: [protected]:04:47 3-Critical R002.0 No Ranging Response received - T3 time-out
[protected]:04:27 3-Critical R007.0 Unicast Ranging Received Abort Response - Re- initializing MAC
[protected]:04:09 3-Critical R002.0 No Ranging Response received - T3 time-out
Fred Underwood: This is the error in the log when the ip drops...
TTD Crisanto : Fred, I have performed a check-up on your modem using our diagnostic software. It appears that your modem is transmitting weak signals. You can have your modem swapped at your local Charter office on your area.
TTD Crisanto : There is a problem with your Modem's Tx Power that cause it to drpdown your connection.
TTD Crisanto : *dropdown.
Fred Underwood: OK I will do that tomorrow, however this is the third modem in three months... The first being mine no two rentals I am beginning to suspect something else...
TTD Crisanto : Okay. Is there anything else I can help you with today?
Fred Underwood: Yes find out why three modems in three months have supposedly failed the same way...
TTD Crisanto : I'm sorry but I can't answer that.
TTD Crisanto : You can contact our second level of support thorugh this number [protected] for further assistance.
Fred Underwood: can you at least log the fact that this is a reoccurring problem? Or would it be better for me to have a tech come to my residence each time it fails?
TTD Crisanto : This is not a reoccurring problem.
Fred Underwood: OK how do you figure that?
TTD Crisanto : I'm sorry but I don't have time to argue with you. If you need further assistance, you may contact our second level of support through this number [protected].
Fred Underwood: I guess that I just imagined it failing before and being told the same thing replace the modem...
Fred Underwood: One more thing could I please have the name of your supervisor...
TTD Crisanto : I'm sorry but that is confidential. I can't give you that information.
TTD Crisanto : If you have additional concerns or need additional assistance, please do not hesitate to initiate a new chat session.
Fred Underwood: Your supervisors name is confidential???
TTD Crisanto : Thank you for choosing Charter Communications. Answers to frequently asked questions and self-help options can be found by looking in the "Customer Help" menu at www.charter.com. If you have further questions, please chat with us again. Our chat support is available from 7:00 AM through 1:30 AM central time, 365 days a year. Have yourself a great day!
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