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

[Owen DeLong]

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 (.)  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-boun...@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 (.)  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.
> 

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

[Kain, Rebecca (.)]

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-boun...@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 (.)  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.

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

[Daniel Seagraves]

On Feb 24, 2015, at 10:27 AM, Kain, Rebecca (.)  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.

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

[Rafael Possamai]

​

On Tue, Feb 24, 2015 at 10:27 AM, Kain, Rebecca (.)  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-boun...@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" 
> > To: "Peter Loron" , "John Brzozowski" <
> john_brzozow...@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"  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.
> > >.
> > >
> > >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
> > >> 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
&

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

[Kain, Rebecca (.)]

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-boun...@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" 
> To: "Peter Loron" , "John Brzozowski" 
> 
> 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"  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.
> >.
> >
> >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
> >> 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_brzozow...@cable.comcast.com
> >> =
> >>
> >>
> >>
> >> -Original Message-
> >> From: "nanog-requ...@nanog.org<mailto:nanog-requ...@nanog.org>"
> >>mailto:nanog-requ...@nanog.org>

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

[Jay Ashworth]

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

#nothingScales

- Original Message -
> From: "Kevin McElearney" 
> To: "Peter Loron" , "John Brzozowski" 
> 
> 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"  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.
> >.
> >
> >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
> >> 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_brzozow...@cable.comcast.com
> >> =
> >>
> >>
> >>
> >> -Original Message-
> >> From: "nanog-requ...@nanog.org<mailto:nanog-requ...@nanog.org>"
> >>mailto:nanog-requ...@nanog.org>>
> >> Reply-To: NANOG mailto:nanog@nanog.org>>
> >> Date: Friday, January 23, 2015 at 07:00
> >> To: NANOG mailto:nanog@nanog.org>>
> >> Subject: NANOG Digest, Vol 84, Issue 23
> >>
> >> Date: Thu, 22 Jan 2015 22:42:17 +
> >> From: Janet Sullivan
> >> mailto:jan...@nairial.net>>
> >> To: "'nanog@nanog.org'"
> >>mailto:nanog@nanog.org>>
> >> Subject: Comcast Support
> >> Message-ID:
> >>
> >> >>utlook.com<mailto:CY1PR0701MB1164F3448B35404BBAE671A8DC490@CY1PR0701MB116
> >>4.na

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

[Livingood, Jason]

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" 
mailto:pet...@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

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

[McElearney, Kevin]

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"  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.
>.
>
>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
>> 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_brzozow...@cable.comcast.com
>> =
>> 
>> 
>> 
>> -Original Message-
>> From: "nanog-requ...@nanog.org"
>>mailto:nanog-requ...@nanog.org>>
>> Reply-To: NANOG mailto:nanog@nanog.org>>
>> Date: Friday, January 23, 2015 at 07:00
>> To: NANOG mailto:nanog@nanog.org>>
>> Subject: NANOG Digest, Vol 84, Issue 23
>> 
>> Date: Thu, 22 Jan 2015 22:42:17 +
>> From: Janet Sullivan mailto:jan...@nairial.net>>
>> To: "'nanog@nanog.org'"
>>mailto:nanog@nanog.org>>
>> Subject: Comcast Support
>> Message-ID:
>> 
>>>utlook.com>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.
>
>

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

[Peter Loron]

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. .

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 
>  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_brzozow...@cable.comcast.com
> =
> 
> 
> 
> -Original Message-
> From: "nanog-requ...@nanog.org" 
> mailto:nanog-requ...@nanog.org>>
> Reply-To: NANOG mailto:nanog@nanog.org>>
> Date: Friday, January 23, 2015 at 07:00
> To: NANOG mailto:nanog@nanog.org>>
> Subject: NANOG Digest, Vol 84, Issue 23
> 
> Date: Thu, 22 Jan 2015 22:42:17 +
> From: Janet Sullivan mailto:jan...@nairial.net>>
> To: "'nanog@nanog.org'" 
> mailto:nanog@nanog.org>>
> Subject: Comcast Support
> Message-ID:
> mailto:cy1pr0701mb1164f3448b35404bbae671a8dc...@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.

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

[Brzozowski, John]

Correct link for Cisco is updated below.

John
From: , John Brzozowski 
mailto:john_brzozow...@cable.comcast.com>>
Date: Friday, January 23, 2015 at 12:14
To: NANOG 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_brzozow...@cable.comcast.com<mailto:john_brzozow...@cable.comcast.com>
=



-Original Message-
From: "nanog-requ...@nanog.org<mailto:nanog-requ...@nanog.org>" 
mailto:nanog-requ...@nanog.org>>
Reply-To: NANOG mailto:nanog@nanog.org>>
Date: Friday, January 23, 2015 at 07:00
To: NANOG mailto:nanog@nanog.org>>
Subject: NANOG Digest, Vol 84, Issue 23

Date: Thu, 22 Jan 2015 22:42:17 +
From: Janet Sullivan mailto:jan...@nairial.net>>
To: "'nanog@nanog.org'" 
mailto:nanog@nanog.org>>
Subject: Comcast Support
Message-ID:
mailto:cy1pr0701mb1164f3448b35404bbae671a8dc...@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.

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

[Brzozowski, John]

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_brzozow...@cable.comcast.com
=



-Original Message-
From: "nanog-requ...@nanog.org" 
mailto:nanog-requ...@nanog.org>>
Reply-To: NANOG mailto:nanog@nanog.org>>
Date: Friday, January 23, 2015 at 07:00
To: NANOG mailto:nanog@nanog.org>>
Subject: NANOG Digest, Vol 84, Issue 23

Date: Thu, 22 Jan 2015 22:42:17 +
From: Janet Sullivan mailto:jan...@nairial.net>>
To: "'nanog@nanog.org'" 
mailto:nanog@nanog.org>>
Subject: Comcast Support
Message-ID:
mailto:cy1pr0701mb1164f3448b35404bbae671a8dc...@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.