[177472] in North American Network Operators' Group
Re: Comcast Support
daemon@ATHENA.MIT.EDU (Aaron C. de Bruyn)
Thu Jan 22 18:29:55 2015
X-Original-To: nanog@nanog.org
In-Reply-To: <CY1PR0701MB1164F3448B35404BBAE671A8DC490@CY1PR0701MB1164.namprd07.prod.outlook.com>
From: "Aaron C. de Bruyn" <aaron@heyaaron.com>
Date: Thu, 22 Jan 2015 15:28:59 -0800
To: Janet Sullivan <janets@nairial.net>
Cc: "nanog@nanog.org" <nanog@nanog.org>
Errors-To: nanog-bounces@nanog.org
It's starting to become more typical.
I finally resolved an issue after two weeks of fighting with them.
A remote office could send traffic out, but couldn't receive traffic.
I ran tcpdumps on the firewall, and did everything to convince them it
wasn't my problem.
They still insisted on sending out a 'tech' to check the issue. When
the tech hooked up his Windows XP laptop to the modem and was able to
pull up Bing, he said everything was working fine. We were told we
would be billed for the tech coming out.
The last time I called in, I *finally* got someone who was studying
for their CCNA, described everything, and he spent about an hour on
the phone troubleshooting. Finally he re-flashed the modem, reloaded
the config, and manually configured the static IPs on the modem.
Everything immediately came up.
http://xkcd.com/806/
Maybe Comcast train the level 1 techs that if someone says "NANOG" you
get transferred to someone who knows routing... ;)
-A
On Thu, Jan 22, 2015 at 2:42 PM, Janet Sullivan <janets@nairial.net> wrote:
> I hate to use NANOG for this, but support has now ended a chat with me tw=
ice without fixing anything, they just kicked me off.
>
> I'm not getting an IPv6 address on the Comcast provided cable modem/route=
r. I'm not getting a PD. My machines thus have no IPv6. I've hard reset =
my router 4 times while working with Comcast, and I've been told to do thin=
gs like switch to a static IPv4 address, which shows a level of clue that i=
s scary. And before that they were convinced it was a wireless problem eve=
n though I have a wired connection, and told them that multiple times. I'v=
e wasted two hours with Comcast today, and even when I asked for escalation=
I got nothing. Just hung up on. It's honestly the worst customer support=
I've ever received. I don't think I ever got them to understand the diffe=
rence between IPv4 and IPv6.
