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Re: What do you do when your Home ISP is down?
From: Owen DeLong <owen () delong com>
Date: Fri, 19 Aug 2011 18:21:23 -0700

Comcast goes into that mode every once in a while.

I finally started getting around it by telling them that I had attached a computer.
They would then ask "Windows or MacOS". I'd tell them this computer runs Cisco IOS.
We went through their whole script and they finally escalated to someone with more clue,
but, even the slightly more clueful person never figured out that a computer running IOS
was my 7206 VXR. (that router was subsequently replaced with an SRX-100).


On Aug 18, 2011, at 1:27 PM, Greg Smythe wrote:

I agree, AT&T DSL support won't help me unless I remove my Cisco 1721 and re-connect their crappy modem I was forced 
to buy, even though with the debugging on the Cisco I can tell them exactly what's going on.

(Small rant -- Why won't AT&T offer symetric DSL for business customers??)

(Long-time lurker here, I loved the thread about what everyone has in their home rack, gave me lots of good ideas for 
new toys)
Greg Smythe

-----Original Message-----
From: Jay Nakamura [mailto:zeusdadog () gmail com] 
Sent: Thursday, August 18, 2011 2:06 PM
To: nanog () nanog org
Subject: Re: What do you do when your Home ISP is down?

Is it just me that has a hard time reading a paragraph when "there"
and "their" are misused?

Anyway, one time, I had a problem with a DSL line with AT&T, which had a trouble ticket from a storm taking down the 
connection and they had to replace a card somewhere.  They said it was fixed but it wasn't working.  After looking at 
the router, I was pretty sure they messed up the ATM PVC config on their side.  I had to wade through the level
1 support for 45 minutes of reboot this, change this before they sent me to level 2.  I told the level 2 exactly what 
I thought, and he said, hold on a sec, and said, yeah, you are right, I just fixed it, try it now.  And it worked.  
Wish I had a special license to bypass all level 1 support....

On Thu, Aug 18, 2011 at 1:21 PM, Mark Keymer <mark () viviotech net> wrote:
I am wondering what some of you guys do when your home ISP is down. At 
least those of you that don't give yourself internet.

I myself have a cable provider at home that I use. And I find it quite 
frustrating to call and report issues in there network, because the 
people in the call center have you do the same things every time and 
are not very technical.

Just the other week I could see fairly clearly that I was getting 
routed through there network and then started to have issues in a town 
about 3 hours away. I tried to explain this to the rep but they 
thought we needed to reboot my modem. Surprise that didn't work. I 
mostly called just to put in a FYI having issues here, please have the 
smart people look into it. It is my understanding that they need to 
get X amount of calls before things get escalated. Granted I am sure 
they monitor there network too. But I called about 10 mins after the 
routing issues started to happen and there was no notifications that 
there was any issues. Even after being on the phone with them for 20? 
mins. Still they showed all is good and that it must just be me.

I know we have a wide range of people here some of which work for my 
Home ISP. and would love some feedback.


Mark Keymer

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