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

[Rafael Possamai <rafael () gav ufsc br>]

​

On Tue, Feb 24, 2015 at 10:27 AM, Kain, Rebecca (.) <bkain1 () 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-bounces () 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_McElearney () cable comcast com>
> > To: "Peter Loron" <peterl () standingwave org>, "John Brzozowski" <
> John_Brzozowski () 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" <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.
>
> --
> Jay R. Ashworth                  Baylink
> jra () baylink com
> Designer                     The Things I Think                       RFC
> 2100
> Ashworth & Associates       http://www.bcp38.info          2000 Land
> Rover DII
> St Petersburg FL USA      BCP38: Ask For It By Name!           +1 727 647
> 1274