[ale] BellSouth/ATT DSL

[Michael Smith]

Its funny but the 5 - 10 times I've called Charter with issues, they have
never asked what operating system I use.

I've always said this to the support people "If the cable internet
connection was up 5 minutes ago and now the Motorola surfboard modem online
light is not lit, how the heck could it be my fault".  :)  Then I usually
tell them the signal strength is low or irratic and they verify that it is
and send a tech out. and he says the same thing and then it gets fixed.  I
know Charter isn't perfect but they surprisingly have been quick to say the
problem on their end and its usually fixed in a couple of hours.  I guess I
have been lucky.


On 6/25/07, Jeremy T. Bouse <jeremy.bouse at undergrid.net> wrote:
>
> Sid Lane wrote:
> >     Strangely, if I call up Comcast and tell them that I have Ubuntu
> >     when they ask me what version of Windows I am running they are very
> >     quick to blame my software (even if 40 minutes of pre-call
> >     testing---or the cable modem /itself/---shows that the fault lies
> >     with Comcast's network).  They've even blamed my Internet access
> >     woes on Ubuntu when their network was in an utter state of outage,
> >     which is a bit outrageous to me.
> >
> >
> > yea, I've gotten that routine too
> >
>
>         I once went a virtual 20 rounds with SBC/ATT out in San Francisco
> bay
> area when they switched my DSL line to use PPPoE. I had previously been
> grandfathered in with my static configuration and not knowing that
> requested a larger netblock which resulted in me being moved to PPPoE
> (or as they call it "sticky IP"). I was told it was configured and ready
> and given a week to move over to the new config. I gave it a shot and it
> didn't work so I called back and told them it wasn't working and
> questioned whether it was in fact properly configured. This went on for
> a week and I then found myself without internet access at all so I
> started complaining up the corporate ladder until they finally put me in
> touch with one of their "troubleshooters".
>
>         Turned out it was SBC/ATT's fault. First the line wasn't
> configured to
> allow me to be able to reach the access concentrator to even
> authenticate over PPPoE. Next the equipment was unable to handle my new
> netblock configuration so they were seeing me authenticate but the
> connection would not be established. So the troubleshooter got creative.
>   I was living in Sunnyvale but close enough that I was going through
> the Mountain View CO. He had my DSL line routed from the Mtn View CO to
> the Richmond CO over the ATM (over 40-50 miles) and had my DSL line
> terminate there. Reconfigured my IP block for Richmond and surprise it
> all worked. He had to do that because he didn't have the access to fix
> the configuration issue with the Mtn View equipment. But it wasn't
> something the ones that maintained the Mtn View equipment were able to
> figure out for themselves to have corrected it in a weeks time.
>
>         I put little faith in the tech support personnel regardless of
> what
> operating system you're running. From their POV if it isn't working it's
> easier to blame it on the customers equipment than their own, luckily I
> have enough networking knowledge to do my own troubleshooting before I
> ever start to call them.
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