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

Mon Feb 23 14:16:37 UTC 2015

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 at 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 at 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 at cable.comcast.com
>> =========================================
>> 
>> 
>> 
>> -----Original Message-----
>> From: "nanog-request at nanog.org<mailto:nanog-request at nanog.org>"
>><nanog-request at nanog.org<mailto:nanog-request at nanog.org>>
>> Reply-To: NANOG <nanog at nanog.org<mailto:nanog at nanog.org>>
>> Date: Friday, January 23, 2015 at 07:00
>> To: NANOG <nanog at nanog.org<mailto:nanog at nanog.org>>
>> Subject: NANOG Digest, Vol 84, Issue 23
>> 
>> Date: Thu, 22 Jan 2015 22:42:17 +0000
>> From: Janet Sullivan <janets at nairial.net<mailto:janets at nairial.net>>
>> To: "'nanog at nanog.org<mailto:'nanog at nanog.org>'"
>><nanog at nanog.org<mailto:nanog at nanog.org>>
>> Subject: Comcast Support
>> Message-ID:
>> 
>><CY1PR0701MB1164F3448B35404BBAE671A8DC490 at CY1PR0701MB1164.namprd07.prod.o
>>utlook.com<mailto:CY1PR0701MB1164F3448B35404BBAE671A8DC490 at 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.
>
>