[178246] in North American Network Operators' Group
Re: Comcast Support (from NANOG Digest, Vol 84, Issue 23)
daemon@ATHENA.MIT.EDU (Peter Loron)
Mon Feb 23 01:25:21 2015
X-Original-To: nanog@nanog.org
From: Peter Loron <peterl@standingwave.org>
In-Reply-To: <D0E7E8E3.21D5AA%john_brzozowski@cable.comcast.com>
Date: Sun, 22 Feb 2015 22:25:17 -0800
To: "Brzozowski, John" <John_Brzozowski@Cable.Comcast.com>
Cc: "nanog@nanog.org" <nanog@nanog.org>
Errors-To: nanog-bounces@nanog.org
Apologies for a bit off topic, but I=E2=80=99m trying to get an issue =
resolved and am having trouble reaching anybody who seems clue positive.
=46rom home via Comcast cable, I=E2=80=99m having trouble reaching some =
destinations. According to mtr, there is a particular node =
(be-11-pe02.11greatoaks.ca.ibone.comcast.net) which is suffering > 30% =
loss. Contacting the Comcast consumer support folks is useless (what are =
the lights on your modem doing? Did you power cycle it?). When this is =
happening, I usually am told they need to send a tech to my house. =
<insert facepalm>.
Is there a way to drop a note to the NOC or other folks who would =
understand the info and be able to act on it?
Thanks!
-Pete
> On Jan 23, 2015, at 09:14, Brzozowski, John =
<John_Brzozowski@Cable.Comcast.com> wrote:
>=20
> Folks,
>=20
> The thread below was sent to me a few times, apologies for not =
catching it sooner.
>=20
> Janet,
>=20
> I sent you mail unicast with a request for some information. I am =
happy to help you out.
>=20
> For the larger NANOG audience, Comcast has recently launched IPv6 =
support for our BCI products, these are our DOCSIS based commercial =
offerings. This means that if you gateway device is in fact in RG mode =
you will be delegated a dynamic IPv6 prefix, by default customers are =
delegated a /56 prefix along with a single IPv6 address that is assigned =
to the WAN of the gateway device. IPv6 support applies to the following =
makes and models:
>=20
> SMC D3G CCR (http://mydeviceinfo.comcast.net/device.php?devid=3D216)
> Cisco BWG (http://mydeviceinfo.comcast.net/device.php?devid=3D347)
> Netgear CG3000D (http://mydeviceinfo.comcast.net/device.php?devid=3D347)=
>=20
> For customers where you bring your own cable modem or have one of the =
above in bridge mode we have enabled IPv6 support for you as well. =
However, your router behind the modem must be running software and =
configured with IPv6 support. Specifically, your router needs to be =
support stateful DHCPv6 for IPv6 address and prefix acquisition. We =
have received a number of reports from customers that the Juniper SRX =
does not appear to properly support IPv6. We are working with Juniper =
and also recommend that you reach out to Juniper as well.
>=20
> Please keep checking http://www.comcast6.net for updates, we will post =
some additional information here in the next week or so. In the mean =
time if you have questions feel free to send me mail or post them here =
on the NANOG list.
>=20
> HTH,
>=20
> John
> =3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=
=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D
> John Jason Brzozowski
> Comcast Cable
> p) 484-962-0060
> w) www.comcast6.net
> e) john_brzozowski@cable.comcast.com
> =3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=
=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D
>=20
>=20
>=20
> -----Original Message-----
> From: "nanog-request@nanog.org<mailto:nanog-request@nanog.org>" =
<nanog-request@nanog.org<mailto:nanog-request@nanog.org>>
> Reply-To: NANOG <nanog@nanog.org<mailto:nanog@nanog.org>>
> Date: Friday, January 23, 2015 at 07:00
> To: NANOG <nanog@nanog.org<mailto:nanog@nanog.org>>
> Subject: NANOG Digest, Vol 84, Issue 23
>=20
> Date: Thu, 22 Jan 2015 22:42:17 +0000
> From: Janet Sullivan <janets@nairial.net<mailto:janets@nairial.net>>
> To: "'nanog@nanog.org<mailto:'nanog@nanog.org>'" =
<nanog@nanog.org<mailto:nanog@nanog.org>>
> Subject: Comcast Support
> Message-ID:
> =
<CY1PR0701MB1164F3448B35404BBAE671A8DC490@CY1PR0701MB1164.namprd07.prod.ou=
tlook.com<mailto:CY1PR0701MB1164F3448B35404BBAE671A8DC490@CY1PR0701MB1164.=
namprd07.prod.outlook.com>>
> Content-Type: text/plain; charset=3D"us-ascii"
>=20
> I hate to use NANOG for this, but support has now ended a chat with me =
twice without fixing anything, they just kicked me off.
>=20
> I'm not getting an IPv6 address on the Comcast provided cable =
modem/router. 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 things like switch to a static IPv4 address, which shows =
a level of clue that is scary. And before that they were convinced it =
was a wireless problem even though I have a wired connection, and told =
them that multiple times. I've 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 difference between IPv4 and IPv6.
