ok so i had my first experience w/ comcast's tech support.
here's a copy of the chat session. Most people may not
get it, but if you have a little bit of sense...you will.
_____________________________________________________
user chris has entered room
chris >
Ask Comcast Escalation
analyst Jesserie.39154 has entered room
Jesserie.39154>
Hello chris, Thank you for contacting Comcast Live
Chat Support. My name is Jesserie.39154.
Please give me one moment to review your information.
Jesserie.39154>
Hi. I am glad you have contacted us. How are you doing today?
chris>
pretty good thanks, you?
Jesserie.39154>
I am doing well. Thank you for asking.
Jesserie.39154>
How may I help you today?
chris>
i just finished reviewing my router logs.
I have this one ip address that has been trying
to connect to my router for a long time. I did
a whois search and it returns it as a comcast ip
address. when i ran a trace to it, it seems whoever
it is, maybe behind a few proxy servers
chris>
the person(s) is also masking their MAC address
as well with a bunch of different addresses
Jesserie.39154>
I understand that you have an issue with your internet
service. Is that correct, Chris?
chris>
no, i don't have an issue. connectivity is working fine.
I'd just like to figure out why this person is so
persistent at gaining access to my system.
Jesserie.39154>
I understand that you have a problem with your system.
Jesserie.39154>
This concern is out of my specialty, though I can transfer
you to the appropriate specialist in this area to further
assist you. Is that okay with you?
chris>
that'd be great
Jesserie.39154>
Before I transfer you, is there anything else
I may assist you with today?
chris>
no thank you
Jesserie.39154>
Please stay online while I connect you to the
appropriate department.
chris>
will do. thanks
Jesserie.39154>
Please wait, while the problem is escalated to another analyst
analyst Rhea has entered roomRhea>
Hi!
chris>
hi!
Rhea>
How are you?
chris>
great. you?
analyst Jesserie.39154 has left room
Rhea>
How may I help you?
chris>
hang on...copy n paste
Rhea>
Im alright, thanks for asking.
Rhea>
Sure.
chris>
i just finished reviewing my router logs. I have this
one ip address that has been trying to connect to my
router for a long time. I did a whois search and it returns
it as a comcast ip address. when i ran a trace to it,
it seems whoever it is, maybe behind a few proxy servers
and the person(s) is also masking their MAC address as
well with a bunch of different addresses
Rhea>
Please give me a moment Chris.
chris>
sure
Rhea>
Is the router from Comcast, Chris?
chris>
if you're talking about mine...no
Rhea>
Please give me a moment.
chris>
sure
Rhea>
Chris, may I know the Manufacturer of the router?
chris>
linksys
Rhea>
Were you able to enter a WEP key, Chris?
chris>
huh?
chris>
i don't need to.
chris>
i don't have an issue with wireless
Rhea>
Chris, I think that there is a configuration necessary
to make the router and your internet connection safe and compatible.
Rhea>
Please give me a moment to look for a process.
chris>
no
chris>
no
chris>
you're not getting what i am asking about
chris>
ok
chris>
so here it goes
chris>
1) are you a real person?
Rhea>
I am,Chris.
chris>
ok
chris>
so this is what im asking
chris>
can you tell me if x.x.245.1 is a legitimate comcast
IP address?
chris>
i pretty sure its a router or a switch and just want
to make sure.
chris>
on your network
chris>
im asking bc it keeps trying to connect to my router
Rhea>
Alright, I will check.
chris>
thanks
Rhea>
Chris, your wireless connection maybe unprotected, that
is why there are IP addresses that try to connect to
your internet service.
chris>
it's only one ip address. and i have wireless set to MAC
filtered; WPA2 Enterprise; SSID Broadcast is disabled.
Rhea>
Chris, we need to contact Lynksys for this issue.
There are configurations necessary and I cannot
find the device on my system.
chris>
cannot find what device? the x.x.245.1?
Rhea>
Your router.
chris>
what do you mean you can't find it?
chris>
my ip address is x.x.x.220
Rhea>
Can you please provide me with your current billing address?
chris>
blah blah blah blah ga 55555
Rhea>
Please give me a moment.
chris>
sure
Rhea>
Chris, may I know what devices do you have at the moment?
Rhea>
Do you have a modem and a router?
chris>
yes
Rhea>
Are they both connected right now?
chris>
yup
Rhea>
I can only see your Motorola modem but unable to locate
your Lynksys router.
chris>
odd. well it's up and running. if it weren't i wouldn't
be online right now.
Rhea>
I understand that Chris, I am looking up the device right now.
chris jones>
gotcha
chris jones>
you killed my internet connection
analyst Rhea has left room
user chris jones has left room
analyst Rhea has entered room
user chris jones has entered room
Rhea>
Chris, there is no router on your account information.
chris>
you killed my internet connection
chris>
and i gave my router info to the lady back in november
when i signed up w/ comcast
Rhea>
I am looking up your device as best as I can but I
am unable to locate it.
chris>
its ok.
Rhea>
You are using your laptop right now, am I right?
chris>
not even close
chris>
im on a wired connection
chris>
desktop - aka: man tower
Rhea>
I am sorry Chris but I really cant find your router.
May we please contact Linksys for this?
chris>
I can tell you where my router is. it's right here
next to me. and what is linksys they gonna do?
just curious.
Rhea>
Since they are the Original Equiptment Manufacturer of
the device, settings and configurations are with them
and there is a bigger chance that we will know how to
solve this matter since I am unable to find your device
on my system.
Rhea>
Here is the contact information for Linksys.
Phone: (800) 326-7114 or (949) 261-1288
Website: http://www.linksys.com/support/
chris>
what do i ask them? why my isp can't find my router?
Rhea>
Please ask them if the security settings of your router
is activated and why were you not asked for a WEP key
when you connected to the internet.
Rhea>
Is there anything else I can help you with?
chris>
wtf does the wep key have to do with this conversation?
Rhea>
You are asking why there is an unauthorized IP address
that is accessing your internet connection, am I right?
chris>
no
chris>
you're not
chris>
ok diah,
chris>
so, you know how routers log what comes in and goes out right?
chris>
kind of like a firewall does right?
Rhea>
I understand,Chris.
chris>
keep in mind that this happens when wireless is
both enabled and disabled.
chris>
so omit the wireless part
Rhea>
Alright, I understand.
chris>
ok, in the "firewall logs" there is an ip address
that is attempting to access my router
chris>
this is what it's showing
chris>
Apr 2 18:20:44 unknown user.warn kernel: DROP IN=vlan1
OUT= MAC=ff:ff:ff:ff:ff:ff:00:0b:bf:79:18:01:08:00:45:00:01:60
SRC=x.x.245.1 DST=255.255.255.255 LEN=352 TOS=0x00 PREC=0x00
TTL=255 ID=20798 PROTO=UDP SPT=67 DPT=68 LEN=332
chris>
the part i'm looking at in particular is this:
"SRC=x.x.245.1 DST=255.255.255.255"
chris>
it's a x.x.x.1 ip address which i believe is a
gateway address and the 255.255.255.255 is a broadcast address
Rhea>
I understand that there is an IP address that is accessing your
internet connection wired or wireless, am i right?
chris>
0 for 3...no, it's not accessing my internet connection
chris>
it is trying to access my router...you know like...
"hey mr router, can i come in?"
Mr. router responds..."NO!"
chris>
or is consistently trying to connect to it...whichever.
Rhea>
You need to configure you router again, Chris.
chris>
i just want to know if that x.x.245.1 ip address belongs
to a comcast switch or router or other networking device.
chris>
no. wtf?! there is nothing wrong with my router.
if something were wrong w. it, i wouldn't be
on the internets.
Rhea>
Your router is unprotected that is why there is someone
that is trying to access it.
chris>
you're killing me...softly....how can you say my router
is unprotected? you said you can't even see it.
chris>
and you're my isp
Rhea>
Because you were not asked for a WEP key to access
internet connection.
chris>
im not on a wireless connection. wtf do i need a wep
key for? and what does that have to do with you not
being able to see my router????
Rhea>
You said there is an IP address thats trying to
access your router.
chris>
out of curiosity...what tier level are you?
Rhea>
Tier1
chris>
ok. well, no offense to you. this is going no where.
i've been chatting w/ comcast for over an hour and
nothing is getting resolved. all i want to know is
if that ip address belonged to a piece of your networking
equipment. i do appreciate all your assistance but i'm
done. i'm just gonna flood the F out of the ip address
just like it's doing to me. then when your device maybe
craps out you will be able to figure out that you have
a network device down when a bunch of pissed off comcasters
are calling complaining to you. thanks.
have a good night, diah
Rhea>
Thank you for your time Chris. Good night.
Rhea>
Analyst has closed chat and left the room
