RE: Comcast Support (from NANOG Digest, Vol 84, Issue 23)
No, it was Comcast. In December, it was to get him to pay his bill. In January, it was the same and in a chat with their support, they confirmed it's my Ford number on his account, but it's a guy's account and not at Ford's world headquarters, of course. They said they'd take my number off, which they didn't do. yesterday, they called to get their equipment back and I lost it on them. I had a support chat, then this post, then they answered my live journal, then executive support called me to confirm they were removing my phone number. I only really was concerned because my medical records were stolen and sold, a few years ago, so my social, and old DL and my ford phone number, were in there. They lost what could have been a potential customer by harassing me. if I had been stealing the service, calling me would not have helped but since I wasn't, they just pissed off a uverse (and potential future) Comcast client -Original Message- From: NANOG [mailto:nanog-boun...@nanog.org] On Behalf Of Daniel Seagraves Sent: Wednesday, February 25, 2015 3:12 AM To: nanog@nanog.org Subject: Re: Comcast Support (from NANOG Digest, Vol 84, Issue 23) On Feb 24, 2015, at 10:27 AM, Kain, Rebecca (.) bka...@ford.com wrote: Ah, Comcast support. Those people who keep calling my Ford Motor Company phone, to threaten to shut off service to my home, which I don't have (I have uverse). They keep saying they will take my Ford number off the account (which of course, I don't know the account number because I don't have an account) and then they call again, with the same threat. Real winners. And yes, I've been saving the chats with support. Is it actually Comcast calling or is it just a debt collector saying they are Comcast? We have been getting at about a call a day for the past 5+ years looking for a Fred Sepp that skipped out on a $300 water bill. Each time they say they won't call back, each time they sell the account to someone else. They'll probably still be looking for him in another 5 years.
Re: Comcast Support (from NANOG Digest, Vol 84, Issue 23)
I can assure you ATT and Verizon have done equally bizarre, stupid, and annoying things. Owen On Feb 25, 2015, at 05:10 , Kain, Rebecca (.) bka...@ford.com wrote: No, it was Comcast. In December, it was to get him to pay his bill. In January, it was the same and in a chat with their support, they confirmed it's my Ford number on his account, but it's a guy's account and not at Ford's world headquarters, of course. They said they'd take my number off, which they didn't do. yesterday, they called to get their equipment back and I lost it on them. I had a support chat, then this post, then they answered my live journal, then executive support called me to confirm they were removing my phone number. I only really was concerned because my medical records were stolen and sold, a few years ago, so my social, and old DL and my ford phone number, were in there. They lost what could have been a potential customer by harassing me. if I had been stealing the service, calling me would not have helped but since I wasn't, they just pissed off a uverse (and potential future) Comcast client -Original Message- From: NANOG [mailto:nanog-boun...@nanog.org] On Behalf Of Daniel Seagraves Sent: Wednesday, February 25, 2015 3:12 AM To: nanog@nanog.org Subject: Re: Comcast Support (from NANOG Digest, Vol 84, Issue 23) On Feb 24, 2015, at 10:27 AM, Kain, Rebecca (.) bka...@ford.com wrote: Ah, Comcast support. Those people who keep calling my Ford Motor Company phone, to threaten to shut off service to my home, which I don't have (I have uverse). They keep saying they will take my Ford number off the account (which of course, I don't know the account number because I don't have an account) and then they call again, with the same threat. Real winners. And yes, I've been saving the chats with support. Is it actually Comcast calling or is it just a debt collector saying they are Comcast? We have been getting at about a call a day for the past 5+ years looking for a Fred Sepp that skipped out on a $300 water bill. Each time they say they won't call back, each time they sell the account to someone else. They'll probably still be looking for him in another 5 years.
Re: Comcast Support (from NANOG Digest, Vol 84, Issue 23)
On Feb 24, 2015, at 10:27 AM, Kain, Rebecca (.) bka...@ford.com wrote: Ah, Comcast support. Those people who keep calling my Ford Motor Company phone, to threaten to shut off service to my home, which I don't have (I have uverse). They keep saying they will take my Ford number off the account (which of course, I don't know the account number because I don't have an account) and then they call again, with the same threat. Real winners. And yes, I've been saving the chats with support. Is it actually Comcast calling or is it just a debt collector saying they are Comcast? We have been getting at about a call a day for the past 5+ years looking for a Fred Sepp that skipped out on a $300 water bill. Each time they say they won’t call back, each time they sell the account to someone else. They’ll probably still be looking for him in another 5 years.
Re: Comcast Support (from NANOG Digest, Vol 84, Issue 23)
I thought you were just supposed to give your Geek License number. :-) #nothingScales - Original Message - From: Kevin McElearney kevin_mcelear...@cable.comcast.com To: Peter Loron pet...@standingwave.org, John Brzozowski john_brzozow...@cable.comcast.com Cc: nanog@nanog.org Sent: Monday, February 23, 2015 9:16:37 AM Subject: Re: Comcast Support (from NANOG Digest, Vol 84, Issue 23) You forgot to use the word “Shibboleet” when you called care. Contacted Peter off-list - Kevin On 2/23/15, 1:25 AM, Peter Loron pet...@standingwave.org wrote: Apologies for a bit off topic, but I’m trying to get an issue resolved and am having trouble reaching anybody who seems clue positive. From home via Comcast cable, I’m 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_brzozow...@cable.comcast.com wrote: Folks, The thread below was sent to me a few times, apologies for not catching it sooner. Janet, I sent you mail unicast with a request for some information. I am happy to help you out. 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: SMC D3G CCR (http://mydeviceinfo.comcast.net/device.php?devid=216) Cisco BWG (http://mydeviceinfo.comcast.net/device.php?devid=347) Netgear CG3000D (http://mydeviceinfo.comcast.net/device.php?devid=347) 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. 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. HTH, John = John Jason Brzozowski Comcast Cable p) 484-962-0060 w) www.comcast6.net e) john_brzozow...@cable.comcast.com = -Original Message- From: nanog-requ...@nanog.orgmailto:nanog-requ...@nanog.org nanog-requ...@nanog.orgmailto:nanog-requ...@nanog.org Reply-To: NANOG nanog@nanog.orgmailto:nanog@nanog.org Date: Friday, January 23, 2015 at 07:00 To: NANOG nanog@nanog.orgmailto:nanog@nanog.org Subject: NANOG Digest, Vol 84, Issue 23 Date: Thu, 22 Jan 2015 22:42:17 + From: Janet Sullivan jan...@nairial.netmailto:jan...@nairial.net To: 'nanog@nanog.orgmailto:'nanog@nanog.org' nanog@nanog.orgmailto:nanog@nanog.org Subject: Comcast Support Message-ID: cy1pr0701mb1164f3448b35404bbae671a8dc...@cy1pr0701mb1164.namprd07.prod.o utlook.commailto:CY1PR0701MB1164F3448B35404BBAE671A8DC490@CY1PR0701MB116 4.namprd07.prod.outlook.com Content-Type: text/plain; charset=us-ascii 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. 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. -- Jay R. Ashworth Baylink j...@baylink.com
RE: Comcast Support (from NANOG Digest, Vol 84, Issue 23)
Ah, Comcast support. Those people who keep calling my Ford Motor Company phone, to threaten to shut off service to my home, which I don't have (I have uverse). They keep saying they will take my Ford number off the account (which of course, I don't know the account number because I don't have an account) and then they call again, with the same threat. Real winners. And yes, I've been saving the chats with support. -Original Message- From: NANOG [mailto:nanog-boun...@nanog.org] On Behalf Of Jay Ashworth Sent: Tuesday, February 24, 2015 11:23 AM To: NANOG Subject: Re: Comcast Support (from NANOG Digest, Vol 84, Issue 23) I thought you were just supposed to give your Geek License number. :-) #nothingScales - Original Message - From: Kevin McElearney kevin_mcelear...@cable.comcast.com To: Peter Loron pet...@standingwave.org, John Brzozowski john_brzozow...@cable.comcast.com Cc: nanog@nanog.org Sent: Monday, February 23, 2015 9:16:37 AM Subject: Re: Comcast Support (from NANOG Digest, Vol 84, Issue 23) You forgot to use the word “Shibboleet” when you called care. Contacted Peter off-list - Kevin On 2/23/15, 1:25 AM, Peter Loron pet...@standingwave.org wrote: Apologies for a bit off topic, but I’m trying to get an issue resolved and am having trouble reaching anybody who seems clue positive. From home via Comcast cable, I’m 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_brzozow...@cable.comcast.com wrote: Folks, The thread below was sent to me a few times, apologies for not catching it sooner. Janet, I sent you mail unicast with a request for some information. I am happy to help you out. 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: SMC D3G CCR (http://mydeviceinfo.comcast.net/device.php?devid=216) Cisco BWG (http://mydeviceinfo.comcast.net/device.php?devid=347) Netgear CG3000D (http://mydeviceinfo.comcast.net/device.php?devid=347) 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. 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. HTH, John = John Jason Brzozowski Comcast Cable p) 484-962-0060 w) www.comcast6.net e) john_brzozow...@cable.comcast.com = -Original Message- From: nanog-requ...@nanog.orgmailto:nanog-requ...@nanog.org nanog-requ...@nanog.orgmailto:nanog-requ...@nanog.org Reply-To: NANOG nanog@nanog.orgmailto:nanog@nanog.org Date: Friday, January 23, 2015 at 07:00 To: NANOG nanog@nanog.orgmailto:nanog@nanog.org Subject: NANOG Digest, Vol 84, Issue 23 Date: Thu, 22 Jan 2015 22:42:17 + From: Janet Sullivan jan...@nairial.netmailto:jan...@nairial.net To: 'nanog@nanog.orgmailto:'nanog@nanog.org' nanog@nanog.orgmailto:nanog@nanog.org Subject: Comcast Support Message-ID: cy1pr0701mb1164f3448b35404bbae671a8dc...@cy1pr0701mb1164.namprd07.prod.o utlook.commailto:CY1PR0701MB1164F3448B35404BBAE671A8DC490@CY1PR0701MB116 4.namprd07.prod.outlook.com Content-Type: text/plain; charset=us-ascii 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. 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
Re: Comcast Support (from NANOG Digest, Vol 84, Issue 23)
On Tue, Feb 24, 2015 at 10:27 AM, Kain, Rebecca (.) bka...@ford.com wrote: Ah, Comcast support. Those people who keep calling my Ford Motor Company phone, to threaten to shut off service to my home, which I don't have (I have uverse). They keep saying they will take my Ford number off the account (which of course, I don't know the account number because I don't have an account) and then they call again, with the same threat. Real winners. And yes, I've been saving the chats with support. -Original Message- From: NANOG [mailto:nanog-boun...@nanog.org] On Behalf Of Jay Ashworth Sent: Tuesday, February 24, 2015 11:23 AM To: NANOG Subject: Re: Comcast Support (from NANOG Digest, Vol 84, Issue 23) I thought you were just supposed to give your Geek License number. :-) #nothingScales - Original Message - From: Kevin McElearney kevin_mcelear...@cable.comcast.com To: Peter Loron pet...@standingwave.org, John Brzozowski john_brzozow...@cable.comcast.com Cc: nanog@nanog.org Sent: Monday, February 23, 2015 9:16:37 AM Subject: Re: Comcast Support (from NANOG Digest, Vol 84, Issue 23) You forgot to use the word “Shibboleet” when you called care. Contacted Peter off-list - Kevin On 2/23/15, 1:25 AM, Peter Loron pet...@standingwave.org wrote: Apologies for a bit off topic, but I’m trying to get an issue resolved and am having trouble reaching anybody who seems clue positive. From home via Comcast cable, I’m 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_brzozow...@cable.comcast.com wrote: Folks, The thread below was sent to me a few times, apologies for not catching it sooner. Janet, I sent you mail unicast with a request for some information. I am happy to help you out. 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: SMC D3G CCR (http://mydeviceinfo.comcast.net/device.php?devid=216) Cisco BWG (http://mydeviceinfo.comcast.net/device.php?devid=347) Netgear CG3000D (http://mydeviceinfo.comcast.net/device.php?devid=347) 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. 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. HTH, John = John Jason Brzozowski Comcast Cable p) 484-962-0060 w) www.comcast6.net e) john_brzozow...@cable.comcast.com = -Original Message- From: nanog-requ...@nanog.orgmailto:nanog-requ...@nanog.org nanog-requ...@nanog.orgmailto:nanog-requ...@nanog.org Reply-To: NANOG nanog@nanog.orgmailto:nanog@nanog.org Date: Friday, January 23, 2015 at 07:00 To: NANOG nanog@nanog.orgmailto:nanog@nanog.org Subject: NANOG Digest, Vol 84, Issue 23 Date: Thu, 22 Jan 2015 22:42:17 + From: Janet Sullivan jan...@nairial.netmailto:jan...@nairial.net To: 'nanog@nanog.orgmailto:'nanog@nanog.org' nanog@nanog.orgmailto:nanog@nanog.org Subject: Comcast Support Message-ID: cy1pr0701mb1164f3448b35404bbae671a8dc...@cy1pr0701mb1164.namprd07.prod.o utlook.commailto: CY1PR0701MB1164F3448B35404BBAE671A8DC490@CY1PR0701MB116 4.namprd07.prod.outlook.com Content-Type: text/plain; charset=us-ascii I hate to use NANOG for this, but support has now ended a chat with me
Re: Comcast Support (from NANOG Digest, Vol 84, Issue 23)
You forgot to use the word “Shibboleet” when you called care. Contacted Peter off-list - Kevin On 2/23/15, 1:25 AM, Peter Loron pet...@standingwave.org wrote: Apologies for a bit off topic, but I’m trying to get an issue resolved and am having trouble reaching anybody who seems clue positive. From home via Comcast cable, I’m 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_brzozow...@cable.comcast.com wrote: Folks, The thread below was sent to me a few times, apologies for not catching it sooner. Janet, I sent you mail unicast with a request for some information. I am happy to help you out. 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: SMC D3G CCR (http://mydeviceinfo.comcast.net/device.php?devid=216) Cisco BWG (http://mydeviceinfo.comcast.net/device.php?devid=347) Netgear CG3000D (http://mydeviceinfo.comcast.net/device.php?devid=347) 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. 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. HTH, John = John Jason Brzozowski Comcast Cable p) 484-962-0060 w) www.comcast6.net e) john_brzozow...@cable.comcast.com = -Original Message- From: nanog-requ...@nanog.orgmailto:nanog-requ...@nanog.org nanog-requ...@nanog.orgmailto:nanog-requ...@nanog.org Reply-To: NANOG nanog@nanog.orgmailto:nanog@nanog.org Date: Friday, January 23, 2015 at 07:00 To: NANOG nanog@nanog.orgmailto:nanog@nanog.org Subject: NANOG Digest, Vol 84, Issue 23 Date: Thu, 22 Jan 2015 22:42:17 + From: Janet Sullivan jan...@nairial.netmailto:jan...@nairial.net To: 'nanog@nanog.orgmailto:'nanog@nanog.org' nanog@nanog.orgmailto:nanog@nanog.org Subject: Comcast Support Message-ID: cy1pr0701mb1164f3448b35404bbae671a8dc...@cy1pr0701mb1164.namprd07.prod.o utlook.commailto:CY1PR0701MB1164F3448B35404BBAE671A8DC490@CY1PR0701MB116 4.namprd07.prod.outlook.com Content-Type: text/plain; charset=us-ascii 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. 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.
Re: Comcast Support (from NANOG Digest, Vol 84, Issue 23)
FWIW, if you phone support you generally end up with a tier-1 person. In cases where people have more technical background, you may want to try things that land in more senior levels of Care (or even get checked by engineering directly) such as: - Customer support forums: http://forums.comcast.com/comcastsupport/ - Twitter: @ComcastCares https://twitter.com/comcastcares - Broadband Reports forum: http://www.dslreports.com/forum/comcast - Reddit: http://www.reddit.com/r/comcast - Jason On 2/23/15, 1:25 AM, Peter Loron pet...@standingwave.orgmailto:pet...@standingwave.org wrote: Apologies for a bit off topic, but I’m trying to get an issue resolved and am having trouble reaching anybody who seems clue positive
Re: Comcast Support (from NANOG Digest, Vol 84, Issue 23)
Apologies for a bit off topic, but I’m trying to get an issue resolved and am having trouble reaching anybody who seems clue positive. From home via Comcast cable, I’m 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_brzozow...@cable.comcast.com wrote: Folks, The thread below was sent to me a few times, apologies for not catching it sooner. Janet, I sent you mail unicast with a request for some information. I am happy to help you out. 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: SMC D3G CCR (http://mydeviceinfo.comcast.net/device.php?devid=216) Cisco BWG (http://mydeviceinfo.comcast.net/device.php?devid=347) Netgear CG3000D (http://mydeviceinfo.comcast.net/device.php?devid=347) 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. 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. HTH, John = John Jason Brzozowski Comcast Cable p) 484-962-0060 w) www.comcast6.net e) john_brzozow...@cable.comcast.com = -Original Message- From: nanog-requ...@nanog.orgmailto:nanog-requ...@nanog.org nanog-requ...@nanog.orgmailto:nanog-requ...@nanog.org Reply-To: NANOG nanog@nanog.orgmailto:nanog@nanog.org Date: Friday, January 23, 2015 at 07:00 To: NANOG nanog@nanog.orgmailto:nanog@nanog.org Subject: NANOG Digest, Vol 84, Issue 23 Date: Thu, 22 Jan 2015 22:42:17 + From: Janet Sullivan jan...@nairial.netmailto:jan...@nairial.net To: 'nanog@nanog.orgmailto:'nanog@nanog.org' nanog@nanog.orgmailto:nanog@nanog.org Subject: Comcast Support Message-ID: cy1pr0701mb1164f3448b35404bbae671a8dc...@cy1pr0701mb1164.namprd07.prod.outlook.commailto:cy1pr0701mb1164f3448b35404bbae671a8dc...@cy1pr0701mb1164.namprd07.prod.outlook.com Content-Type: text/plain; charset=us-ascii 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. 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.
Re: Comcast Support (from NANOG Digest, Vol 84, Issue 24)
Dear John, On 24/01/2015 10:00, nanog-requ...@nanog.org wrote: (...) Date: Fri, 23 Jan 2015 17:14:11 + From: Brzozowski, John john_brzozow...@cable.comcast.com To: nanog@nanog.org nanog@nanog.org Subject: Comcast Support (from NANOG Digest, Vol 84, Issue 23) Message-ID: d0e7e8e3.21d5aa%john_brzozow...@cable.comcast.com Content-Type: text/plain; charset=utf-8 (...) 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. (...) Care to share scenarios where the SRXs do not perform well with DHCPv6? Any specific model? Thanks in advance, -- Rafael de Oliveira Ribeiro DAERO - Gerencia de Operacoes RNP - Rede Nacional de Ensino e Pesquisa Tel.: +55 21 2102 9659 - iNOC: 1916*767
Re: Comcast Support (from NANOG Digest, Vol 84, Issue 24)
Thanks John and Ron, We'll definitely reach out to Juniper. Best regards, -- Rafael de Oliveira Ribeiro DAERO - Gerencia de Operacoes RNP - Rede Nacional de Ensino e Pesquisa Tel.: +55 21 2102 9659 - iNOC: 1916*767
Re: Comcast Support (from NANOG Digest, Vol 84, Issue 24)
From the looks of it, there is no IPv6 PD support per RFC3633. = John Jason Brzozowski Comcast Cable p) 484-962-0060 w) www.comcast6.net e) john_brzozow...@cable.comcast.com = -Original Message- From: Rafael de Oliveira Ribeiro rafael.ribe...@rnp.br Organization: Rede Nacional de ensino e Pesquisa Date: Monday, January 26, 2015 at 11:00 To: John Brzozowski john_brzozow...@cable.comcast.com, NANOG nanog@nanog.org Subject: Re: Comcast Support (from NANOG Digest, Vol 84, Issue 24) Dear John, On 24/01/2015 10:00, nanog-requ...@nanog.org wrote: (...) Date: Fri, 23 Jan 2015 17:14:11 + From: Brzozowski, John john_brzozow...@cable.comcast.com To: nanog@nanog.org nanog@nanog.org Subject: Comcast Support (from NANOG Digest, Vol 84, Issue 23) Message-ID: d0e7e8e3.21d5aa%john_brzozow...@cable.comcast.com Content-Type: text/plain; charset=utf-8 (...) 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. (...) Care to share scenarios where the SRXs do not perform well with DHCPv6? Any specific model? Thanks in advance, -- Rafael de Oliveira Ribeiro DAERO - Gerencia de Operacoes RNP - Rede Nacional de Ensino e Pesquisa Tel.: +55 21 2102 9659 - iNOC: 1916*767
Re: Comcast Support (from NANOG Digest, Vol 84, Issue 24)
Sorry Ron, just replied with the same information. = John Jason Brzozowski Comcast Cable p) 484-962-0060 w) www.comcast6.net e) john_brzozow...@cable.comcast.com = -Original Message- From: Ron Broersma r...@dren.mil Date: Monday, January 26, 2015 at 13:15 To: Rafael de Oliveira Ribeiro rafael.ribe...@rnp.br Cc: John Brzozowski john_brzozow...@cable.comcast.com, NANOG nanog@nanog.org Subject: Re: Comcast Support (from NANOG Digest, Vol 84, Issue 24) On Jan 26, 2015, at 8:00 AM, Rafael de Oliveira Ribeiro rafael.ribe...@rnp.br wrote: Care to share scenarios where the SRXs do not perform well with DHCPv6? Any specific model? As one example, there is no support for DHCPv6-relay in the SRX, so we never use them for edge routers (in our enterprise networks). —Ron
Re: Comcast Support (from NANOG Digest, Vol 84, Issue 23)
Correct link for Cisco is updated below. John From: Brzozowski, John Brzozowski john_brzozow...@cable.comcast.commailto:john_brzozow...@cable.comcast.com Date: Friday, January 23, 2015 at 12:14 To: NANOG nanog@nanog.orgmailto:nanog@nanog.org Subject: Comcast Support (from NANOG Digest, Vol 84, Issue 23) Folks, The thread below was sent to me a few times, apologies for not catching it sooner. Janet, I sent you mail unicast with a request for some information. I am happy to help you out. 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: SMC D3G CCR (http://mydeviceinfo.comcast.net/device.php?devid=216) Netgear CG3000D (http://mydeviceinfo.comcast.net/device.php?devid=347) Cisco BWG (http://mydeviceinfo.comcast.net/device.php?devid=407http://mydeviceinfo.comcast.net/device.php?devid=347) 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. 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. HTH, John = John Jason Brzozowski Comcast Cable p) 484-962-0060 w) www.comcast6.net e) john_brzozow...@cable.comcast.commailto:john_brzozow...@cable.comcast.com = -Original Message- From: nanog-requ...@nanog.orgmailto:nanog-requ...@nanog.org nanog-requ...@nanog.orgmailto:nanog-requ...@nanog.org Reply-To: NANOG nanog@nanog.orgmailto:nanog@nanog.org Date: Friday, January 23, 2015 at 07:00 To: NANOG nanog@nanog.orgmailto:nanog@nanog.org Subject: NANOG Digest, Vol 84, Issue 23 Date: Thu, 22 Jan 2015 22:42:17 + From: Janet Sullivan jan...@nairial.netmailto:jan...@nairial.net To: 'nanog@nanog.orgmailto:'nanog@nanog.org' nanog@nanog.orgmailto:nanog@nanog.org Subject: Comcast Support Message-ID: cy1pr0701mb1164f3448b35404bbae671a8dc...@cy1pr0701mb1164.namprd07.prod.outlook.commailto:cy1pr0701mb1164f3448b35404bbae671a8dc...@cy1pr0701mb1164.namprd07.prod.outlook.com Content-Type: text/plain; charset=us-ascii 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. 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.
Comcast Support (from NANOG Digest, Vol 84, Issue 23)
Folks, The thread below was sent to me a few times, apologies for not catching it sooner. Janet, I sent you mail unicast with a request for some information. I am happy to help you out. 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: SMC D3G CCR (http://mydeviceinfo.comcast.net/device.php?devid=216) Cisco BWG (http://mydeviceinfo.comcast.net/device.php?devid=347) Netgear CG3000D (http://mydeviceinfo.comcast.net/device.php?devid=347) 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. 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. HTH, John = John Jason Brzozowski Comcast Cable p) 484-962-0060 w) www.comcast6.net e) john_brzozow...@cable.comcast.com = -Original Message- From: nanog-requ...@nanog.orgmailto:nanog-requ...@nanog.org nanog-requ...@nanog.orgmailto:nanog-requ...@nanog.org Reply-To: NANOG nanog@nanog.orgmailto:nanog@nanog.org Date: Friday, January 23, 2015 at 07:00 To: NANOG nanog@nanog.orgmailto:nanog@nanog.org Subject: NANOG Digest, Vol 84, Issue 23 Date: Thu, 22 Jan 2015 22:42:17 + From: Janet Sullivan jan...@nairial.netmailto:jan...@nairial.net To: 'nanog@nanog.orgmailto:'nanog@nanog.org' nanog@nanog.orgmailto:nanog@nanog.org Subject: Comcast Support Message-ID: cy1pr0701mb1164f3448b35404bbae671a8dc...@cy1pr0701mb1164.namprd07.prod.outlook.commailto:cy1pr0701mb1164f3448b35404bbae671a8dc...@cy1pr0701mb1164.namprd07.prod.outlook.com Content-Type: text/plain; charset=us-ascii 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. 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.
RE: Comcast Support
I experienced a loss of Comcast IPv6 service at my home I think it was last Monday... My pfSense reported loss of reachability to the IPv6 gateway, IPv4 still worked but I had a period of intermittent high latency... Does anyone know if Comcast is monkeying around with their IPv6 network? -Original Message- From: NANOG [mailto:nanog-boun...@nanog.org] On Behalf Of Janet Sullivan Sent: Thursday, January 22, 2015 4:42 PM To: 'nanog@nanog.org' Subject: Comcast Support 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. 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.
Re: Comcast Support
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 jan...@nairial.net wrote: 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. 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.
RE: Comcast Support
I had a similar thing with Shentel. When I finally started sending them screenshots of Wireshark ARP traffic I got to talk to someone that knew something. Turned out another customer was advertising they owned part of my IP addresses. Gary -Original Message- From: NANOG [mailto:nanog-boun...@nanog.org] On Behalf Of Pete Carah Sent: Thursday, January 22, 2015 7:08 PM To: nanog@nanog.org Subject: Re: Comcast Support On 01/22/2015 06:28 PM, Aaron C. de Bruyn wrote: 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. . http://xkcd.com/806/ Cute. Maybe Comcast train the level 1 techs that if someone says NANOG you get transferred to someone who knows routing... ;) And Charter gets you the business NOC if you call level1 tech between 2 and 6AM eastern. Unfortunately this is the fiber-service noc so they can't do much with cable nodes. At least they know what a router is, and ping and traceroute. Reminds me of a call I made to the local power company some years back; the transformer for my end of the block was rather undersized for the more-recently installed customer air conditioners, and my line voltage was around 85 in the afternoon. Computers don't like that :-( Called the trouble line, said my voltage was low. She asked how I was measuring it, I said the magic word Fluke. She then said it would get reported right away. Of course, fixing it was a major undertaking (had to replace the 2400 pole-top lines with 16kv, and add a transformer), so it still took a year for them to actually fix it (and a day without power while running the new lines)... At least that magic word was in the script... -- Pete
Comcast Support
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. 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.
Re: Comcast Support
On 01/22/2015 06:28 PM, Aaron C. de Bruyn wrote: 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. . http://xkcd.com/806/ Cute. Maybe Comcast train the level 1 techs that if someone says NANOG you get transferred to someone who knows routing... ;) And Charter gets you the business NOC if you call level1 tech between 2 and 6AM eastern. Unfortunately this is the fiber-service noc so they can't do much with cable nodes. At least they know what a router is, and ping and traceroute. Reminds me of a call I made to the local power company some years back; the transformer for my end of the block was rather undersized for the more-recently installed customer air conditioners, and my line voltage was around 85 in the afternoon. Computers don't like that :-( Called the trouble line, said my voltage was low. She asked how I was measuring it, I said the magic word Fluke. She then said it would get reported right away. Of course, fixing it was a major undertaking (had to replace the 2400 pole-top lines with 16kv, and add a transformer), so it still took a year for them to actually fix it (and a day without power while running the new lines)... At least that magic word was in the script... -- Pete
Re: Comcast Support
--- aa...@heyaaron.com wrote: From: Aaron C. de Bruyn aa...@heyaaron.com http://xkcd.com/806/ Maybe Comcast train the level 1 techs that if someone says NANOG you get transferred to someone who knows routing... ;) Then, like the last cell in the comic, you wake up and the real world smacks you right between the eyes before you've waken up all the way. ;-) scott
