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

Tue Feb 24 16:33:59 UTC 2015

On Tue, Feb 24, 2015 at 10:27 AM, Kain, Rebecca (.) <bkain1 at 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 at 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 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
>