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You have been connected to TTD Albert .
TTD Albert : Thank you for contacting Charter Communications
Internet Support Team. My name is Albert. How may I assist you
today?
Xander Lih: Our internet connection is slow, and has been slow
all week. The acct is XXXXXXXXXXXXXX, Richland WA. My name is
Xander Lih.
Xander Lih: It isn't our router or modem, I have gotten this far
with the Charter Chat already. I was told that technicians were
working on the problem, but that was Thursday, and it is now
Saturday, and the problem has been since at least last Sunday. Can
you tell me A) What is the problem, and B) When can I expect
satisfactory service?
TTD Albert : I'm sorry to hear that. I can definitely help you
with your modem and Internet connectivity issue.
TTD Albert : Let me check on your account first, then check on
your area for outages.
TTD Albert : Charter values you as a customer and to ensure we
provide you with the best possible High-Speed Internet experience,
were requesting certain information to verify your Charter
account.
Please verify the name of the owner of the account, home phone
number, and home address including the zip code.
Xander Lih: Last night I was told the issue was a "Load
Balancee" problem and that techs were on the case. That isn't very
believable, having looked into load balancing.
Xander Lih: Listen, guy, you're going to have to pay some
attention here
Xander Lih: I've already provided that information
TTD Albert : I can only view information from this chat
screen.
Xander Lih: Look at the top of your screen first message, then,
I'll resend
Xander Lih: Our internet connection is slow, and has been slow
all week. The acct is XXXXXXXXXXXX, Richland WA. My name is Xander
Lih.
Xander Lih: It isn't our router or modem, I have gotten this far
with the Charter Chat already. I was told that technicians were
working on the problem, but that was Thursday, and it is now
Saturday, and the problem has been since at least last Sunday. Can
you tell me A) What is the problem, and B) When can I expect
satisfactory service?
Xander Lih: Please don't give me the router runaround. Charter
chat dumps me. I look at my hands while I type. If I'm typing a
response to you, and hit backspace, and you in the meantime have
sent a message, focus will have been stolen from my textbox, and my
backspace will go back a page, dropping the connection. That is two
things to tell your guy, That you steal focus from client's textbox
needlessly, and that a back is allowed to fubar the whole
works.
Xander Lih: So every question you ask that is not actually
helping, is one more question where I'll probably get dropped. It
isn't my router. It isn't my modem. It is external. The previous
chatter told me. But they didn't say A) What it actually was or B)
How long before I can expect satisfactory service? If you do not
anticipate restoring our connection anytime soon, kindly discount
our bill, as agreed upon in our contract.
Xander Lih: Zip is 99354
TTD Albert : Please give me a few minutes to pull up your
account.
Currently experiencing network delays, one moment please....
Currently experiencing network delays, one moment please....
Network connection re-established.
Xander Lih: Today I want to know, since you will say you can't
estimate how long it will take to fix, I want to know more about
what the problem is, what the ttechs are doing, and why you can't
estimate when it will be back to levels we're paying for
Currently experiencing network delays, one moment please....
Currently experiencing network delays, one moment please....
Network connection re-established.
Xander Lih: classic
TTD Albert : Please keep the modem online, I will be doing a
Test for the modem from my end here.
Xander Lih: ok
Xander Lih: but I already told you the problem is a "Load
Balance" issue external to our rresidence.
TTD Albert : I really have to check first. Please give me one
moment.
Xander Lih: ok
Currently experiencing network delays, one moment please....
Currently experiencing network delays, one moment please....
Network connection re-established.
Xander Lih: I assume you're also seeing these messages:
Xander Lih:
Currently experiencing network delays, one moment please....
Currently experiencing network delays, one moment please....
Network connection re-established.
TTD Albert : Your modem is getting good RF signal. I will check
on your account now.
Xander Lih: ok
TTD Albert : Trouble Ticket # TRB000000672962
Description: TRACKING - Modem Resetting-Load Balance issue -
KENNEWICK WASHINGTON
We still do not have an estimated time of repair until now.
However, our technicians are working to resolve the issue as
quickly as possible. We appreciate your patience while we work to
resolve this concern.
Xander Lih: What are the techs doing? Why can't you estimate a
fix time? What about the problem prevents Charter from knowing how
long it will take?
Xander Lih: Should I expect hours, days, weeks, or months of
this level of service?
TTD Albert : As much as I want to help and give you the best
support for your satisfaction, my support for that is only limited.
I would suggest to please contact our Second Level of Support to
further assist you with this concern. The number is 1 888 438 2427.
Thank you.
Xander Lih: ...
Xander Lih: You can't say if it will be hours, days, week, or
months?
Xander Lih: You have no idea?
Xander Lih: How long did it take to fix last time?
Xander Lih: What is a Trouble Ticket?
Xander Lih: Is that specific to my issue, or is that an
institutional notice?
Xander Lih: Is that my complaint ticket number, or some sort of
internal work order?
Xander Lih: Do the techs need assistance? I am capable in a
number of areas, and willing to spend some time so I can get back
to work
TTD Albert : You can provide the next agent with this ticket
number for faster tracking of this outage.
Xander Lih: What will the next agent be able to tell me that you
cannot?
Xander Lih: Seriously, have you no personal pride in your job,
no desire to better yourself or the service you provide? If I were
in your situation, I would be finding answers, not passing the
buck.
TTD Albert : The next agent may provide you an Update on the
outage which I do not have at this time.
Xander Lih: What kind of information is included in a
capitalized Update?
Xander Lih: I'm not the first to experience this, obviously. So,
in the past, how long has it taken to return to normal level of
service?
Xander Lih: I'd be like, wow, that felt awful, having that guy
need answers, and me here with NOTHING. I'm going to make sure that
the next time, I have answers. That is how I would approach such a
job
TTD Albert : We give real time updates, Xander. Not just any
made up update. And I'm very sorry, that is all the information I
could provide you at this time.
Xander Lih: Describe what Load Balance is, and why there is a
problem with it.
TTD Albert : As much as I want to help and give you the best
support for your satisfaction, my support for that is only limited.
I would suggest to please contact our Second Level of Support to
further assist you with this concern. The number is 1 888 438 2427.
Thank you.
Xander Lih: or, what is the nature of the problem concerning
Load Balance?
Xander Lih: You need to take a class or something. I really
cannot believe you spend all day telling people you can't help
them. Unless that is exactly what you are meant to do.
Xander Lih: Which is evidently the case, so I guess
congratulations are in order...you are the Employee of the
Month
TTD Albert : Let me check on my resources for this.
TTD Albert : Please give me a minute more.
Xander Lih: ok
TTD Albert : Thank you for patienttly waiting, Xander. I went
through the last page, no search result for Load Balance was
provided from resources on our end.
Xander Lih: Ok then, thanks for your time.
