Comcast Support (from NANOG Digest, Vol 84, Issue 23)
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.outlook.com<mailto:CY1PR0701MB1164F3448B35404BBAE671A8DC490@CY1PR0701MB1164.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.
Correct link for Cisco is updated below. John From: <Brzozowski>, John Brzozowski <John_Brzozowski@Cable.Comcast.com<mailto:John_Brzozowski@Cable.Comcast.com>> Date: Friday, January 23, 2015 at 12:14 To: NANOG <nanog@nanog.org<mailto:nanog@nanog.org>> Subject: Comcast Support (from NANOG Digest, Vol 84, Issue 23) 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) Netgear CG3000D (http://mydeviceinfo.comcast.net/device.php?devid=347) Cisco BWG (http://mydeviceinfo.comcast.net/device.php?devid=407<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<mailto: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.outlook.com<mailto:CY1PR0701MB1164F3448B35404BBAE671A8DC490@CY1PR0701MB1164.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.
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.outlook.com<mailto:CY1PR0701MB1164F3448B35404BBAE671A8DC490@CY1PR0701MB1164.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.
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.
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
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
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
On 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.
Is it actually Comcast calling or is it just a debt collector saying they are Comcast? We have been getting at about a call a day for the past 5+ years looking for a Fred Sepp that skipped out on a $300 water bill. Each time they say they won’t call back, each time they sell the account to someone else. They’ll probably still be looking for him in another 5 years.
No, it was Comcast. In December, it was to get him to pay his bill. In January, it was the same and in a chat with their support, they confirmed it's my Ford number on his account, but it's a guy's account and not at Ford's world headquarters, of course. They said they'd take my number off, which they didn't do. yesterday, they called to get their equipment back and I lost it on them. I had a support chat, then this post, then they answered my live journal, then "executive support" called me to confirm they were removing my phone number. I only really was concerned because my medical records were stolen and sold, a few years ago, so my social, and old DL and my ford phone number, were in there. They lost what could have been a potential customer by harassing me. if I had been stealing the service, calling me would not have helped but since I wasn't, they just pissed off a uverse (and potential future) Comcast client -----Original Message----- From: NANOG [mailto:nanog-bounces@nanog.org] On Behalf Of Daniel Seagraves Sent: Wednesday, February 25, 2015 3:12 AM To: nanog@nanog.org Subject: Re: Comcast Support (from NANOG Digest, Vol 84, Issue 23) On 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.
Is it actually Comcast calling or is it just a debt collector saying they are Comcast? We have been getting at about a call a day for the past 5+ years looking for a Fred Sepp that skipped out on a $300 water bill. Each time they say they won't call back, each time they sell the account to someone else. They'll probably still be looking for him in another 5 years.
I can assure you AT&T and Verizon have done equally bizarre, stupid, and annoying things. Owen
On Feb 25, 2015, at 05:10 , Kain, Rebecca (.) <bkain1@ford.com> wrote:
No, it was Comcast. In December, it was to get him to pay his bill. In January, it was the same and in a chat with their support, they confirmed it's my Ford number on his account, but it's a guy's account and not at Ford's world headquarters, of course. They said they'd take my number off, which they didn't do. yesterday, they called to get their equipment back and I lost it on them. I had a support chat, then this post, then they answered my live journal, then "executive support" called me to confirm they were removing my phone number. I only really was concerned because my medical records were stolen and sold, a few years ago, so my social, and old DL and my ford phone number, were in there.
They lost what could have been a potential customer by harassing me. if I had been stealing the service, calling me would not have helped but since I wasn't, they just pissed off a uverse (and potential future) Comcast client
-----Original Message----- From: NANOG [mailto:nanog-bounces@nanog.org] On Behalf Of Daniel Seagraves Sent: Wednesday, February 25, 2015 3:12 AM To: nanog@nanog.org Subject: Re: Comcast Support (from NANOG Digest, Vol 84, Issue 23)
On 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.
Is it actually Comcast calling or is it just a debt collector saying they are Comcast? We have been getting at about a call a day for the past 5+ years looking for a Fred Sepp that skipped out on a $300 water bill. Each time they say they won't call back, each time they sell the account to someone else. They'll probably still be looking for him in another 5 years.
FWIW, if you phone support you generally end up with a tier-1 person. In cases where people have more technical background, you may want to try things that land in more senior levels of Care (or even get checked by engineering directly) such as: - Customer support forums: http://forums.comcast.com/comcastsupport/ - Twitter: @ComcastCares https://twitter.com/comcastcares - Broadband Reports forum: http://www.dslreports.com/forum/comcast - Reddit: http://www.reddit.com/r/comcast - Jason On 2/23/15, 1:25 AM, "Peter Loron" <peterl@standingwave.org<mailto: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
While Jason obviously has the most authoritative perspective, I want to also mention Comcast's "we're on it" department, and their self-described no-wait hotline at 866-671-5645, as has been publicly described (links below). http://www.comcast.com/onit http://dealnews.com/features/Comcast-Wants-to-Win-You-Over-with-an-Exclusive -No-Wait-Hotline/1119817.html http://www.theverge.com/2014/8/7/5971857/we-re-on-it-comcast-customer-servic e-employees-cards Tony Patti CIO S. Walter Packaging -----Original Message----- From: NANOG [mailto:nanog-bounces@nanog.org] On Behalf Of Livingood, Jason Sent: Monday, February 23, 2015 11:05 AM To: Peter Loron Cc: nanog@nanog.org Subject: Re: Comcast Support (from NANOG Digest, Vol 84, Issue 23) FWIW, if you phone support you generally end up with a tier-1 person. In cases where people have more technical background, you may want to try things that land in more senior levels of Care (or even get checked by engineering directly) such as: - Customer support forums: http://forums.comcast.com/comcastsupport/ - Twitter: @ComcastCares https://twitter.com/comcastcares - Broadband Reports forum: http://www.dslreports.com/forum/comcast - Reddit: http://www.reddit.com/r/comcast - Jason On 2/23/15, 1:25 AM, "Peter Loron" <peterl@standingwave.org<mailto: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
Ok, thanks. I was unaware there were Comcast support folks working those outlets. -Pete On 2015-02-23 08:04, Livingood, Jason wrote:
FWIW, if you phone support you generally end up with a tier-1 person. In cases where people have more technical background, you may want to try things that land in more senior levels of Care (or even get checked by engineering directly) such as:
- Customer support forums: http://forums.comcast.com/comcastsupport/ [1] - Twitter: @ComcastCares https://twitter.com/comcastcares [2] - Broadband Reports forum: http://www.dslreports.com/forum/comcast [3]
- Reddit: http://www.reddit.com/r/comcast [4]
- Jason
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
Links: ------ [1] http://forums.comcast.com/comcastsupport/ [2] https://twitter.com/comcastcares [3] http://www.dslreports.com/forum/comcast [4] http://www.reddit.com/r/comcast
participants (10)
-
Brzozowski, John -
Daniel Seagraves -
Jay Ashworth -
Kain, Rebecca (.) -
Livingood, Jason -
McElearney, Kevin -
Owen DeLong -
Peter Loron -
Rafael Possamai -
Tony Patti