Having been told "the problem must be in my modem" several times before, because I was not paying them to lease a modem from them, I already knew to not let them begin to lead me down that rabbit trail again. I was determined to not let my frustration with their poor service and their lack of effective customer service exception handing get to me. My chat with them follows...
- Head of Household Permission
Hi, I'm your Spectrum Virtual
Assistant. I can answer questions about your Spectrum
products and services. If I'm unable to answer your
questions, I can transfer you to a Live Chat
representative for further assistance. How may I help you
today?
Very very slow internet
service east of Ann Arbor Mich last night, part time
complete outages, some pages not loading. Today
speedtest.net still under 3-5Mb/s down, usually 20Mb/s +
If you are experiencing speed
issues with your Spectrum Internet connection, check the
cable line to the modem. Ensure it is secure and all
Ethernet cables are properly connected to your networked
devices. This page has more troubleshooting steps to help
you with your Internet connection. View Page
Very very slow internet
service east of Ann Arbor Mich last night, part time
complete outages, some pages not loading. Today speedtest
dot net still under 3-5Mb/s down, usually 20Mb/s +
I'm sorry I do not currently
have any additional information to present to you other
than what I have already shared. If you would like to view
the previous answer, click the 'See Previous Response'
link below. You can try rephrasing your question, or
select the 'Click here to talk to a live rep' link below
for further assistance.
Click here to talk to a
live rep by chat
Connected To
Spectrum Service Rep: Nxxxxxx C
Thank you for contacting
Charter Communications! My name is Nxxxxx! At the end of
this chat you will be given the opportunity to provide
feedback on my performance. How may I assist you?
Very very slow internet
service east of Ann Arbor Mich last night, part time complete outages, some pages not loading at all. Today speedtest dot net still under
3-5Mb/s down, usually 20Mb/s + downdetector dot
com/status/charter-communications/map showing partial
outage in my area of Michigan
Your speedtest shows 17 -
20Mb/s so I can only assume that your company is having
serious ongoing peering issues
I do apologize that you are not
receiving optimal speeds, Steve, I know I would be
frustrated as well. My main concern today will be finding
an appropriate resolution for you!
Thank you so much for your
patience, Steve. I'm currently loading all of your account
information so we can best work together to get this issue
resolved quickly. If you could please bear with me for one
to two minutes, I would greatly appreciate it!
Thanks
My pleasure!
While I'm accessing your
account, I am also going to be viewing your modem
internals.
Are you currently connected via
hardwired Ethernet connection, or wirelessly?
Not my modem thank you
your network is having
peering issues
My speed to charter.net is
fine
Steve, viewing the modem
internals will allow me to see which sections of the modem
are receiving poor service reception.
Are you currently connected
directly to your modem or wirelessly?
You are just reading from a
script?
No, Steve, I am not.
May I please have you
escalate my issue
I am asking how you are
connected so I may determine which device is currently
effected.
affected
May I please have you
escalate my issue?
I would like to speak with
a senior tech
Steve, I would be happy to
provide assistance for your connection, however, I am not
seeing any service interruptions within your area, nor am
I seeing any issues from your modem internals. One moment
please, I will be happy to see what I can find for you.
Thank You for your help
Could you please inform me on
if you are connected via Ethernet to your modem or if you
are using a wireless connection?
No thank that has nothing
to do with the issue that I am attempting to report
I am currently looking for
outside issues that could be impacting your current
connection.
Thank You
Whereas I do understand the
concern, Steve, there are no reported issues in your area.
This of course does not negate the service interruption
you are currently experiencing. Would you like to proceed
to troubleshoot the concern with me?
No thank You I don't really
think that will help
downdetector.com/status/charter-communications/map
I'm looking up more information
for you to see if I may be able to provide more
information on your service, Steve.
shows a partial outage in
my area
So if you can not measure
that kind of issue, but somehow I can that is why I am
asking for a senior tech
I can definitely understand
that an outage would be reported from a third party
system, but the interruption has not been reported within
our own servers just yet. Also, Steve, you are currently
subscribed to our Internet Lite package, which would allow
up to 15MBPS of internet connection for your services.
Receiving speeds that exceed
15MBPS would indicate that you are receiving speeds that
exceed the service level that you currently pay for.
No I am not, only to your
servers, but not to the rest of the internet
I am a professional systems
design engineer and would like to speak with a peer that
would understand my issue
An outage in your area may not
be impacting your services directly, but could cause a
service degradation, as I am sure you know.
That is exactly what I am
attempting to describe
May I please have you
escalate my issue?
At this time, Steve, you are
speaking with someone who can very happily assist with
your concern. To recap, there is not a currently service
outage reported within your area. As you are provisioned
to receive up to15MBPS in our Internet Lite package, you
are receiving those expected speeds. I am not seeing any
reported issues within our system as of yet, and there are
no interruptions measured within your modem.
I would like to speak with
a senior tech
PLease
Steve, I will gladly add
notations to your account to create record of your
reported interruption, but currently, there are no outages
within your area, and you are receiving the speeds that
are provisioned for you. Would you like to continue to
troubleshoot?
No thank you
Is there anything else I can
have the pleasure of assisting you with today?
I would like to speak with
a senior tech
I am asking nicely, please
Steve, you are currently
speaking with a residential support technician for
internet support. If you would like to speak to a
supervisor, I can most certainly transfer you over,
however, our supervisors are not Tier II technicians. We
cannot direct you to speak with a field technician.
So who is in charge with
technical competence?
I don't need a field
technician
I need a network engineer
I can most certainly assist you
with your concerns with your service, Steve. You expressed
concern that your speeds are reflecting 17-20MBPS, which
is above the provisioned speeds you currently pay for. In
addition, there are no service interruptions reported
within your area - though this is not to say they will not
be at a later time. I would be more than happy to move
forward through our troubleshooting procedures with you,
Steve. I would not have the ability to direct you to an
internal network engineer.
So who would?
Otherwise I am left only
with Facebook, Google+, reddit, FCC, Michigan public
utility commission, whoever approves your local tariff in
my municipality...
My concern is with getting
3-5 mb/s to the rest of the internet
Not 17 Mb/s to your servers
... and last night having
complete outages
Steve, if you would like, I can
arrange for my supervisor to reach out to you if you would
like to best address your concern. I would also be more
than happy to complete our troubleshooting process with
you in order to arrive at an appropriate resolution.
I am asking you to fix your
network
'Not mine
I am not being unreasonable
I most certainly do understand
your request, as well as your concern, Steve. You are
stating there is a service degradation/outage in your area
and you are currently receiving slow speeds - I would be
more than happy to follow our troubleshooting procedure
with you. Currently, there is not a reported outage in
your area, but we can most definitely work toward a
resolution if you would like.
Your troubleshooting
procedure can not by definition resolve my issue
May I please have you
escalate my issue? To whatever limited resources you have
available.
I can most certainly address
your concern and escalate this to the next level of
support. What phone number would be the best for my
supervisor to contact you at?
248-677-#### Thank You
####
x x x x
Thank you, Steve, the phone
number to contact you at would be 248-677-xxxx, correct?
Yes thank you
Would there be anything else I
can assist you with today, Steve?
No thank You.
Thank you for choosing Charter
Communications! I would appreciate your feedback about the
service you experienced with me today! Please take a
moment to participate in the short survey that appears
when you close this chat. You can find answers to
frequently asked questions and self-help options in the
“Support” menu at www.charter.com! If you have further
questions, please feel free to chat back with us again!
Our chat support is available from 7AM - 1:30AM CST, 365
days a year. Have a wonderful day!!
You too
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