Re: Comcast Support (from NANOG Digest, Vol 84, Issue 23)

["McElearney, Kevin" <Kevin_McElearney () cable comcast com>]

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" <peterl () 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_Brzozowski () 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_brzozowski () cable comcast com
> > =========================================
> >
> >
> >
> > -----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
> >
> > 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.o
> > utlook.com<mailto: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.