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

Jay Ashworth jra at baylink.com
Tue Feb 24 16:22:53 UTC 2015


I thought you were just supposed to give your Geek License number.  :-)

#nothingScales

----- Original Message -----
> From: "Kevin McElearney" <Kevin_McElearney at cable.comcast.com>
> To: "Peter Loron" <peterl at standingwave.org>, "John Brzozowski" <John_Brzozowski at Cable.Comcast.com>
> Cc: nanog at 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 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.
> >
> >

-- 
Jay R. Ashworth                  Baylink                       jra at 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



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