systems2000
What? You Say It's Fixed. Hah
join:2001-11-29
Cyberspace
|  Comcast DNS's Currently Suck!
When I first became a Comcast subscriber, I had DNS problems with them and went to an outside source. Two weeks ago I thought I'd revert back to their DNS's due to the fact I had been transfered to their CRAN system. Well it will be a long time before I use their DNS's again.
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Personal Theme Song:RUSH - Mystic Rythms from Power Windows.
Rush Radio Website -- WinAmp Stream 24/7 |
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Mutiny32
Network Security Engineer
join:2000-07-04
Lees Summit, MO
1 edit | I'd be rude too
If the service I'm paying an arm and a leg for has been down for a large portion of a week. This keeps happening, and people are bound to be pissed about not getting what they paid for.
I'm a Comcast HSI customer, but I never noticed the outage because I don't use their DNS servers anyway. |
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gate1975mlm
Premium
join:2001-09-30
Philadelphia, PA | Yep I would be rude too! Comcast is a rip off anyway! |
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theman23
Premium
join:2004-06-17
San Francisco, CA
clubs: 
| This isn't that bad...
for members of BBR as we know how to change the DNS to a different server not provided by Comcast. But what worries me is what Joe Somebody, who known nothing more about the internet than to check e-mail, get the latest news, things like that, is doing. Us Comcast users of BBR, we've found a way around this by using alternate DNS servers that aren't Comcast's. By I doubt Joe Somebody knows how to change his DNS servers. Heck, I doubt he even knows what a DNS is. And I'm guessing there's more of these Joe Somebody's than people like us using Comcast.
Comcast really needs to get their act together. The least they could do is send an e-mail explaining how to set up alternate DNS servers to use during this outage, so all of these people could still browse the web.
Just my $.02. |
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Mutiny32
Network Security Engineer
join:2000-07-04
Lees Summit, MO | Think AOL. |
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SYNACK
Just Firewall It
Premium,Mod
join:2001-03-05
Venice, CA
 ·Comcast Formerly ..
Host:
Networking
Virtual Private Ne..
Netgear
ZyXEL
| They should be able to do better
The main problem is lack of information for the customer:
•During the DNS outage, the network status page did not show any problems.
•The phone support did have a vague message about "high call volume" and "problems in your area", but nothing specific.
The only thing needed would have been a more detailed announcements, mentioning "DNS outage" and an estimated time to fix. If this is a bit clearer, the call volume of people that actually still want to talk to a live support person will drop dramatically.
Keep your customers informed. Many DO know what a DNS outage is.
Next time, setup a web page with instructions on how to change the DNS manually, then announce that page (by IP!) using the automated greeting of the support phone number. |
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IronChefMoto
Premium
join:2001-02-08
Alpharetta, GA
| Think about tonight -- Tax Day Eve
Think about all the computer noobs getting on tonight for the first time all week to fire up TaxCut or TurboTax and do that quick little "I'll wait until the end of the week" e-File.
Holy christ -- just as long as their network stays up, I can manage MY DNS to do just that. But think about the noobs. The poor noobs who will not be able to file taxes and get audited by the IRS!
IronChefMorimoto
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Shuttle SK83G | AMD Athlon64 3400+ / Abit NF7-S 2.0 | AMD AthlonXP 2500+
Shuttle SK41G | Athlon XP 1800+ / Dell Latitude C810 | Intel PIII-M |
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systems2000
What? You Say It's Fixed. Hah
join:2001-11-29
Cyberspace
| reply to theman23
Re: This isn't that bad...
I had a friend ask me on Tuesday about the outage. When I explained to him what had happened he wanted me to tell him (while we were traveling in his truck) how to change his. Needless to say, he's one of these customers and i know I'm going to have stop by his house to make the changes to his router.
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Personal Theme Song:RUSH - Mystic Rythms from Power Windows.
Rush Radio Website -- WinAmp Stream 24/7 |
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TKJunkMail
Enjoy the sun
Premium
join:2002-03-03
Avalon, NJ
 ·Sprint Mobile Broa..
·Comcast
| reply to SYNACK
Failure to communicate Comcast biggest failing
said by SYNACK  :The main problem is lack of information for the customer Comcast continues to suffer from the inability to communicate effectively with their customers where service disruptions are concerned. I mean this is a basic requirement for any communications company. But Comcast appears totally incapable of performing this basic customer service task. I have to conclude that the upper management of the corporation either doesn't care about the customer or is completely clueless about the bad reputation they are earning thru their negligence.
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Morac
join:2001-08-30
Riverside, NJ
·Comcast
| reply to theman23
Re: This isn't that bad...
Comcast has been reverting people back to the old DNS servers so all Joe Somebody has to do is reboot his machine (or renew his lease on his router) and he'll be up and running again. The problem is that since the phone queues are up into the hundreds, Joe will never be able to speak to a Comcast person so he'll never know he can do this. Fortunately the leases are only for 7 days so it should fix itself in around 3 days.
It would be nice if Comcast would actually tell people there is a problem though.
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The Comcast Disney Avatar has been retired. |
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oliphant
I Have 8 Boobies
Premium
join:2004-11-26
Corona, CA
| The easy solution for rude customers...
FIX THE PROBLEM RIGHT THE FIRST TIME, or even the second or third!
People are stick of paying for service with such technical issues. And this after a thread from a CC employee telling us that the problem was fixed ("it won't happen again") and to go back to Comcast's DNS and acting like we're idiots if we stuck with alternatives like Verizon's DNS. That certainly doesn't help the issue.
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Don't get it, demand it! The Anime Network www.theanimenetwork.com |
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ColdFiltered
join:2005-01-25
Atlanta, GA
| reply to TKJunkMail
Re: Failure to communicate Comcast biggest failing
Comcast is not the only company that exhibits this behavior of not communicating with its customers, and probably a behavior internal between intra-Comcast groups, too.
Unfortunately, companies would rather have non-positive 'speculation' market their comopany in a bad light then be professional and honest (and open). Instead, if they are the victim they certainly will not be portrayed as such because of this apparent behavior. |
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ropeguru
Premium
join:2001-01-25
Bridgeport, WV
clubs: | reply to oliphant
Re: The easy solution for rude customers...
Gues they are jsut taking abouther "WHACK!!!" at it...
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FWD#: 223611 |
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Cyber2lz
join:2001-11-15
Odessa, FL | same company
Wasn't this the same company that was on about Docsis 3.0?
,or is it just me.
Not enough coffee...........................yet
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If you're not livin' on the edge, you're takin' up too much space ! |
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Unregistered user
@cofs.net
| reply to IronChefMoto
Re: Think about tonight -- Tax Day Eve
I was doing just that last night when the latest outage hit. Fortunately, reverting to the alternate DNS servers wasjust a few clicks away in my router, so I was back up within a minute or two. But there will be some who aren't so lucky.
Yet another reason to own a router.
But I have to ask. Doesn't this look like a DoS attack to anyone? I mean, we have an Australian ISP booting compromised computers because of possible attacks on their DNS servers, and we have a really strange DNS outage on an ISP known for its lax attitude on zombies. |
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CapnKrunch
@dsl.net | Lack of information
I think Comcast would rather fix their problems quietly than admit to their customers that there is a problem. What Comcast doesn't realize is that keeping customers in the dark is worse than the DNS problem itself. |
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Neyland
join:2003-02-04
USA | reply to TKJunkMail
Re: Failure to communicate Comcast biggest failing
I think this is symptomatic of most ISPs. Bellsouth is just as bad. Because the other guy doesn't actually have a better customer support/information system... they aren't inclined to better theirs. |
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CableSchmable
@208.17.x.x | What more info?
"As does company's refusal to provide info"
Why? What is it some people want to hear? Obviously it is some type of equiptment failure or DDoS attack. Why do some people need the EXACT reason? So you can b*tch with detail? |
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ricep5
Premium
join:2000-08-07
Jacksonville, FL
 ·AT&T Southeast
 ·AT&T CallVantage
·VoicePulse
·Comcast Formerly ..
| It's Residential, not Commercial
While I am not in the habit of defending Comcast, nor should this be taken as such......Comcast HSI is by definition a residential service and not subject to the uptime requirements a commercial service provides and charges for.
If you really need 24x7 uptime, get a second source for your bulk internet or pay for a commercial service with SLA's.
I will go back and re-read the terms of Comcast's service, but last time I looked it was a "best service possible" type of SLA. (Which means you can be down for a day w/o notice or refund if they choose) While this makes Comcast look bad overall and as a user I don't like the hassle, taken as a whole, users need to keep their perspective on what type of service is being supplied here. |
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GenBlood
join:2005-04-14
Nashua, NH
| Comcast DNS servers are being attacked ....
Its hard to believe Comcast is messing up this bad
on there own. I think Comcast is having there DNS servers
attacked. So far 3 times in a 2 week period their DNS
services come to a grinding halt..?? Most likely there
servers that run their DNS services on aren't config'd
properly or the server isn't config'd correctly.
Comcast should give more details on these outages. Alot
of people must be complaining. Comcast is going to lose some
$$$ for this issue... |
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