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US Based Tech Support

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US Based Tech Support

Does anyone know of any sure-fire way to speak to US based CS agents? The foreign based are totally unacceptable for a variety of reasons.  Using the Magic 8-Ball for tech support is more relaible that the foreign based CS agents. 

 

Second question. Is there anyway to get past the CS agents to the engineers and network techs?  My IT and networking skills are well above average, so I don't contact CS uness the problem is severe. I've been told multiple times that a ticket was opened and sent to Engineering. I am still waiting for repsonses (in some cases over a year). Clearly the CS agents are lying about forwarding "tickets" to Engineering.  

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Re: US Based Tech Support

To your first question; go to your nearest service center.

 

For the second question; if your technical skills are above average you should have found a more reliable service in the last year.   I have been on the Internet (at home) since Netscape, and DSL since inception.

 

I have never had a problem I could not fix, or work around, in all these years.


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Re: US Based Tech Support

Let me clarify. Comcast Internet service is fine. I have no complaints there. The problem is watching TV on my iMac (Retina 5K 27" 2017 running Catalina 10.15.3, 16 GB RAM). The problems started maybe 6 months ago. Prior to thatno problems. I've gone 'round and 'round with the CS agents on the phone. I've given up on them.  All the tickets I am referring to were with respect to the problems watching TV on my iMac. I use both Safari and Chrome ... both have their problems. With both there are frequent interrups (dot dot dot followed by "trying to resume"). Chrome recovers after a delay. The problem with Chrome is the picture quality toggles between decent (never true HD) and awful. Safari has good picture quality but eventually (after few hours of watching) I get a message "oops that didn't go well" and nothing plays. I have to clear the cache and reboot. That fixes Safari for a while. Then the problem occurs again.  I've provided the "oops" error code to the CS techs on multiple occasions. Howvever they can't seem to get back to me, despite promising to pass the ticket along to Engineering.  

 

My modem is a Netgear Nighthawk CM1150V. It is what Comcast recommends. However since I own it rather than leasing it Comcast won't discuss anything possibly related to the modem. I checked and no firmware updates available. 

 

The house is ethernetted. WiFi is only for the iOS devices we own. All computers and TVs are hardwired.

 

I've tried talking to store (service center) folks. They seem interested in upselling. As for solving problems ..... no luck so far.