http://www.dslreports.com/forum/NEW-COMCAST-OUTAGES-if-anyone-wants-to-know-587704 en Thu, 24 Mar 2022 12:04:39 EDT Thu, 24 Mar 2022 12:04:39 EDT http://www.dslreports.com/forum/Re-NEW-COMCAST-OUTAGES-if-anyone-wants-to-know-603676
Welcome to the comcast Virtual Whiteboard
Last modified 3/18/2001 19:10:23


Issues - Alerts
TICKET DESCRIPTION OF OUTAGE START/STOP TIME STATUS
NOC Bulletin Board
»nocserve.corp.home.net/p ··· hr.html
Headends by RDC
»knowledge.support.home.n ··· ble.htm
NOC SuperTicket
»questor/ars/nocsuperticket/ 10/2/2000 16:43:55
open
ALERT PLEASE DO NOT HIT STOP ON YOUR WEB BROWSER WHILE IN CSR/TSR TOOLS.

Why: Each time you hit stop on the browser, it ties up a connection from the web server to the database. These connections are not released until the web server is restarted. If all the database connections are busy, then you'll receive a timeout when trying to access the CSR/TSR Tools. Eventually all the connections get tied up and the webserver must be restarted.

This is a temporary fix while the webserver that hosts these tools is replaced by another server which will not have these problems. 3/1/2001 9:44:47
3/14/2001 18:46:2
open
Alert Any feedback about the Virtual Whiteboard, please send a note to rcnewell@excitehome.net, thanks 11/2/2000 8:37:6
open
FYI COM 21 modems are serving DHCP (MAC address matches exactly
(use ARP-a)
Powercycle modem, when modem comes online, release/renew
Document ticket. If sub doesn't come online, please contact Help Desk 2/15/2001 18:46:31
open
NOC00049942 WEBSPACE OUTAGE ALERT:March 19, 2001
Start Time 3/19/01 9:00 PM Stop Time 3/20/01 8:00 AM
CUSTOMER IMPACT
The relocation of the WebSpace servers will impact all WebSpace users in North America
Users will be unable to login to the administrative functions for activation and deactivation FTP will be unavailable.
WebSpace features, such as guestbook and counter will not work during the outage.
No content updates will be allowed.
Page viewing will still function during the outage. (read only) 3/7/2001 17:02:22
3/7/2001 18:32:24
3/7/2001 18:52:44
3/7/2001 18:55:46
3/12/2001 21:50:12
open
NOC00050833 ALERT -
Problem: Class 0 Tools Failure; CSR Tools WI: Check DHCP Install tool fail for Madison, WI subs
Subs Affected: No subs affected 3/16/2001 11:30:13
open
SCRIPT SCRIPTS FOR OUTAGES
Script 1--If customer has a problem with Webspace:
We are currently experiencing problems with Webspace. Until we're able to resolve this issue, you may not be able to update or view your web page, or it's possible that the wrong web page will be displayed.


Script 2--If a customer has problems with Member Services: We are currently experiencing problems with Member Services. Until we're able to resolve this issue, you may not be able to access one or more of the following features: Changing Your Password, Account & E-Mail Management, Webspace, and Home Networking.


Script 3--If a customer has problems with e-mail: We are currently experiencing problems with our email service. Until we're able to resolve this issue, you may not be able to send or retrieve email.


Script 4--Network outage - unscheduled: We are currently experiencing an unplanned outage in your area, which is preventing you from being able to connect to the network. During this outage, you may find difficulty web browsing, on-line gaming, transferring files, and sending/receiving email messages.


Script 5--Network outage - scheduled maintenance: The network is temporarily down for maintenance. During this time, you will be unable to browse the web, play on-line games, and send or receive e-mail.


MAIN BODY FOR ALL SCENARIOS
Because of the outage, I am limited in the amount of assistance that we can provide. Please accept our apologies. Our engineers are working to resolve the issue and we expect (insert service or feature) to be restored within (insert ETR provided by Tier 2.5). Please check (insert service or feature) at that time and call us back if you are still experiencing problems.


CLOSING
Please pay close attention to the outage announcement when you call to report problems, request assistance for a problem, or want an update on an outage. The announcement may have important information or updates about issues affecting your area.

1/30/2001 18:32:10
1/30/2001 18:47:1
1/30/2001 19:19:26
1/30/2001 19:21:21
1/30/2001 19:24:11
1/30/2001 1 open

Issues - comcast
TICKET DESCRIPTION OF OUTAGE START/STOP TIME STATUS
CST05485800 Comcast / Jones - Latency at router
bb1-pos2-0.ritchie1.md.home.net (24.7.72.58)
The upgrade group has been aware of this issue
Please pend to this group cst, since the Noc does not create open tickets for latency issues.
Please use script number 4

UBR/Laser Group/Node/Modem Unreachable
If you ping the modem and you get "Request time out" then the customer may be part of the outage.

3/6/2001 17:05:26
3/6/2001 18:01:5
open
CST05693146 Comcast - indpdnce1.mo
Problem: Device/Facility Failure; Circuit NE: BB1-se6-0.indpdnce1.mo: saturated
7124 subscribers affected

The Noc does not keep Noc tickets open for saturation, so please pend to this group Cst

Please use script number 4

UBR/Laser Group/Node/Modem Unreachable
If you ping the modem and you get "Request time out" then the customer may be part of the outage.

3/2/2001 16:33:13
3/2/2001 16:50:10
3/2/2001 22:56:18
3/5/2001 2:02:17
3/5/2001 18:17:39
3/5/2001 19:05:4 open
FYI ALERT!!!! - Certain Comcast markets when pulling up customers account in Remedy. The modem serial number will show 6 spaces from the colon. Due to the spaces when running MODEM CHECK. MODEM CHECK will return back with an error message "Check Modem status failed".

Please be advised that this will also affect the DHCP install tool The resolution to this is to click the cursor in front of the modem serial number and hit backspace 5 times. After this is done run MODEM CHECK again and you should get a result. Please DO NOT re-provision the customers account in Scopus. If you do this the modem will lose block sync. 12/29/2000 19:51:6
1/5/2001 3:59:37
1/22/2001 6:51:23
2/1/2001 3:55:40
2/19/2001 3:06:0
3/8/2001 14:50:48 open
NOC00050184 Comcast - VA
Reston, VA reston1.va HE Saturated
Affected = 4203


Saturated OC3. Waiting for updates.
Use script number 4 located in the ALERTS section.

UBR/Laser Group/Node/Modem Unreachable
If you ping the modem and you get "Request time out" then the customer may be part of the outage.
Please use script number 4.
3/7/2001 17:18:4
3/7/2001 18:26:42
3/9/2001 15:09:26
3/9/2001 15:29:26
3/10/2001 7:13:13
3/13/2001 14:33: open
NOC00050905 COMCAST rdc1.nj - etntwn1.nj
Class 3; Device/Facility Failure; Switch NJ: Many headends down
Subs Affected: 40899 Subs Affected
Use script number 4 located in the ALERTS section. 3/17/2001 11:28:13
3/17/2001 13:05:16
3/17/2001 16:52:11
tracking
NOC00050918 Comcast - chstfld1.va - rdc1.va
Problem: Class 4 Node down - ubr3.chstfld1.va , card 5/0/2 down.
Subs Affected: 60 subs affected 3/17/2001 17:35:9
3/18/2001 14:52:2
tracking
NOC00050934 Comcast - RDC1.PA
Problem: Class 3 news1.rdc1.pa unreachable and DNS is incorrect.
Subs Affected: 78806 subs affected 3/18/2001 10:39:36
3/18/2001 14:51:39
tracking
NOC00050936 Comcast - glou1.nj - rdc1.pa
Problem: Class 4 ubr1.glou1.nj: multiple modems stuck in init (d)
Subs Affected: Unknown number of subs affected at this time. Under investigation 3/18/2001 11:44:34
3/18/2001 16:42:5
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Issues - multimso
TICKET DESCRIPTION OF OUTAGE START/STOP TIME STATUS
CST05773777 MULTI MSOS For all subs that cannot access »home.excite.com/setlocale page please pend to this group CST.
Use script number 2 located in the ALERTS section. 3/8/2001 16:18:53
3/8/2001 16:19:45
3/8/2001 22:38:55
3/18/2001 18:03:45
tracking
NOC00050330 MULTIMSO - Insight, InterMedia, MidContinent rdc1.sfba- rdc1.sfba
Problem: Class 0 Tools Impaired; MSO Tools Enable/Disable Tool - Problem: "no SNMP access once disabled" symptom DO NOT CLOSE TICKET- Ref: 49582
Subs Affected: 15 subs affected 3/13/2001 13:34:48
3/13/2001 13:40:30
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NOC00050823 MultiMSO - rdc2.sfba - rdc2.sfba
Problem: Class 2 Service Failure; Mail POP2.CORP: ha1.emc2.sfba: /lh1 is at 100%
Subs Affected: 200000 subs affected 3/16/2001 8:52:7
3/16/2001 8:54:43
3/17/2001 4:15:55
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NOC00050895 Milti MSO - sdc4.sfba
Problem: Class 2 Service Failure; Mail ON & MB : mss.sdc4.sfba :: mss not functioning, all msg vols full
Subs Affected: 380000 subs affected
Please use script number 4
3/17/2001 2:36:10
3/17/2001 2:49:29
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]]> http://www.dslreports.com/forum/Re-NEW-COMCAST-OUTAGES-if-anyone-wants-to-know-603676 Sun, 18 Mar 2001 22:17:12 EDT http://www.dslreports.com/forum/NEW-COMCAST-OUTAGES-if-anyone-wants-to-know-587704 Outage Date Time : 3/8/01 8:51:00 AM
Type : Planned Outage
IVR Placed? : No CAE Description
Members WebServer Outage has been Postponed - New dates below:



Sub will be unable to edit their personal WebPages (members.home.com/??? ). During the planned move of the webspace servers. This outage will occur between 12:00 AM EST on MARCH 20th and should be complete by 11:00 AM on MARCH 20th.

Maryland - erlght1 gambrills1
Outage Date Time : 2/13/01 5:20:00 PM
Type : Connectivity
IVR Placed? : No
CAE Description
GAMBRILLS1 and ERLGHT1 are still experiencing slow speeds, especially during peak times. Progress has been made, but there is still work to be completed. They are replacing/adding several network components to resolve the issue.

Michigan - taylor1
Outage Date Time : 3/9/01 11:00:00 PM
Type : Connectivity
IVR Placed? : No
CAE Description
Customers on node AI001 (TAYLOR1 headend) may have no connectivity. Please do not schedule repairs or transfer to Tier 2.

Virginia - reston1
Outage Date Time : 3/7/01 7:56:00 PM
Type : Connectivity
IVR Placed? : No
CAE Description
Customers on the RESTON1 headend may be experiencing slow or intermittent connection. @Home is aware and working on it. Please do not roll trucks or escalate to tier2 for speed issues.

Virginia - chstfld1
Outage Date Time : 3/14/01 10:35:00 AM
Type : Connectivity
IVR Placed? : No
CAE Description
CHSTFLD1: Please don´t schedule repairs for subs on nodegroups CHSTFLD4-6/0/1 and CHSTFLD4-6/0/2. Techs will be looking at this shortly. Thanks.

Virginia - chstfld1
Outage Date Time : 3/14/01 12:03:00 PM
Type : Connectivity
IVR Placed? : No
CAE Description
Node 615 under headend GSCRK1 and Node 701 under headend LADSN1 are down in SC. Please don´t schedule repairs or transfer subs to Tier 2. Thanks.

]]> http://www.dslreports.com/forum/NEW-COMCAST-OUTAGES-if-anyone-wants-to-know-587704 Thu, 15 Mar 2001 00:24:39 EDT