[143856] in North American Network Operators' Group
Re: What do you do when your Home ISP is down?
daemon@ATHENA.MIT.EDU (Owen DeLong)
Fri Aug 19 21:27:15 2011
From: Owen DeLong <owen@delong.com>
In-Reply-To: <279F0720BCB41F4DADC2EB81C52A09BB3AAAF428@tiger.house.local>
Date: Fri, 19 Aug 2011 18:21:23 -0700
To: Greg Smythe <greg@thesmythes.org>
Cc: "nanog@nanog.org" <nanog@nanog.org>
Errors-To: nanog-bounces+nanog.discuss=bloom-picayune.mit.edu@nanog.org
Comcast goes into that mode every once in a while.
I finally started getting around it by telling them that I had attached =
a computer.
They would then ask "Windows or MacOS". I'd tell them this computer runs =
Cisco IOS.
We went through their whole script and they finally escalated to someone =
with more clue,
but, even the slightly more clueful person never figured out that a =
computer running IOS
was my 7206 VXR. (that router was subsequently replaced with an =
SRX-100).
Owen
On Aug 18, 2011, at 1:27 PM, Greg Smythe wrote:
> I agree, AT&T DSL support won't help me unless I remove my Cisco 1721 =
and re-connect their crappy modem I was forced to buy, even though with =
the debugging on the Cisco I can tell them exactly what's going on.
>=20
>=20
> (Small rant -- Why won't AT&T offer symetric DSL for business =
customers??)
>=20
> (Long-time lurker here, I loved the thread about what everyone has in =
their home rack, gave me lots of good ideas for new toys)
> -=3D-=3D-=3D-=3D-=3D-=3D-=3D-=3D-=3D-=3D-=3D-=3D-=3D-=3D-=3D-=3D-
> Greg Smythe
>=20
>=20
> -----Original Message-----
> From: Jay Nakamura [mailto:zeusdadog@gmail.com]=20
> Sent: Thursday, August 18, 2011 2:06 PM
> To: nanog@nanog.org
> Subject: Re: What do you do when your Home ISP is down?
>=20
> Is it just me that has a hard time reading a paragraph when "there"
> and "their" are misused?
>=20
> Anyway, one time, I had a problem with a DSL line with AT&T, which had =
a trouble ticket from a storm taking down the connection and they had to =
replace a card somewhere. They said it was fixed but it wasn't working. =
After looking at the router, I was pretty sure they messed up the ATM =
PVC config on their side. I had to wade through the level
> 1 support for 45 minutes of reboot this, change this before they sent =
me to level 2. I told the level 2 exactly what I thought, and he said, =
hold on a sec, and said, yeah, you are right, I just fixed it, try it =
now. And it worked. Wish I had a special license to bypass all level 1 =
support....
>=20
>=20
>=20
> On Thu, Aug 18, 2011 at 1:21 PM, Mark Keymer <mark@viviotech.net> =
wrote:
>> I am wondering what some of you guys do when your home ISP is down. =
At=20
>> least those of you that don't give yourself internet.
>>=20
>> I myself have a cable provider at home that I use. And I find it =
quite=20
>> frustrating to call and report issues in there network, because the=20=
>> people in the call center have you do the same things every time and=20=
>> are not very technical.
>>=20
>> Just the other week I could see fairly clearly that I was getting=20
>> routed through there network and then started to have issues in a =
town=20
>> about 3 hours away. I tried to explain this to the rep but they=20
>> thought we needed to reboot my modem. Surprise that didn't work. I=20
>> mostly called just to put in a FYI having issues here, please have =
the=20
>> smart people look into it. It is my understanding that they need to=20=
>> get X amount of calls before things get escalated. Granted I am sure=20=
>> they monitor there network too. But I called about 10 mins after the=20=
>> routing issues started to happen and there was no notifications that=20=
>> there was any issues. Even after being on the phone with them for 20?=20=
>> mins. Still they showed all is good and that it must just be me.
>>=20
>> I know we have a wide range of people here some of which work for my=20=
>> Home ISP. and would love some feedback.
>>=20
>> Sincerely,
>>=20
>> Mark Keymer
>>=20
>>=20
>>=20
>>=20
>=20
