[167192] in North American Network Operators' Group
Re: Anyone competent within AT&T Uverse?
daemon@ATHENA.MIT.EDU (Thomas)
Tue Dec 3 22:39:12 2013
In-Reply-To: <1386127286.35646.YahooMailNeo@web181601.mail.ne1.yahoo.com>
From: Thomas <gravestl@swbell.net>
Date: Tue, 3 Dec 2013 21:38:59 -0600
To: Eric A Louie <elouie@yahoo.com>
Cc: NANOG <nanog@nanog.org>
Errors-To: nanog-bounces+nanog.discuss=bloom-picayune.mit.edu@nanog.org
You need to talk to Alcatel Tac team. They will be able to help you. Prem t=
ech don't have the knowledge or resources. Tier one is useless and can only=
do basic diagnostics., tier two won't be able to help but they can open an A=
OTS ticket that can engage Alcatel Tac. Good luck. May need to insist on e=
xecutive escalation. Just saying.=20
Thomas L Graves
Sent from my IPhone=20
> On Dec 3, 2013, at 9:21 PM, Eric A Louie <elouie@yahoo.com> wrote:
>=20
> Ask to be escalated to Tier 2. If they can't help, ask for another escala=
tion. Show them traceroutes if you can (maybe from your phone or from one o=
f us) from other networks so they can see where it's dying.
>=20
>=20
>=20
>=20
>=20
>> ________________________________
>> From: Phil Karn <karn@philkarn.net>
>> To: NANOG <nanog@nanog.org>=20
>> Sent: Tuesday, December 3, 2013 7:04 PM
>> Subject: Anyone competent within AT&T Uverse?
>>=20
>>=20
>> Does anyone know anyone within AT&T Uverse who actually knows what
>> TCP/IP is? Maybe even how to read a packet trace?
>>=20
>> I've been trying to get my static IP block working again since Saturday
>> when they broke it while fixing an unrelated problem. I can't believe
>> how incompetent their tech support has been on this. An hour into a chat
>> with them and I finally realize they don't have a clue what I'm talking
>> about...this is very frustrating...
>>=20
>> Their premise techs try very hard, but I get the strong impression that
>> the network support people randomly perturb provisioning until it works
>> again, and that's why they keep breaking unrelated things.
>>=20
>> I'm still wondering if this Internet stuff is ready for prime time...
>>=20
>> Thanks,
>>=20
>> Phil
>>=20
>>=20
>>=20
>>=20
