I have a serious question and I hope for a solution/answer/engagement.
Our business has been a ComCast customer for 8+ years, we have upgraded several time but most recently back in February we upgraded to 600mbps which required a new modem. Since then our IPv6 DHCP-PD has been broken. I have had multiple support tickets, L2 and L3 escalations. I have been told that Comcast does not service past the demarcation point and that clearly the problem I am having is on the 'customer' side.
I look through the web forums here and I see numerous posts about DHCP-PD not working. Routing of the delegated addresses not working. Most importantly I see customers frustrated and angry at the response.
I see numerous Comcast employees post to offer help and then a few days go by and the customer returns with no fix and frustration.
So I ask. What is Comcast's plan to support IPv6 DHCP-PD? Is this actually a supported feature or just noise to check a box on some marketing form that Comcast supports IPv6? How do we as the customers actually get support on this problem?
Comcast gives us static IP customers a static block of IPv6 addresses that are completely un-usable.
Hi there! I'm so sorry for the delay. Due to increased volume, we're working to get to our valued customers as quickly as possible . Thanks so much for reaching out. You've absolutely reached the right place, and are in good hands. I will own this Issue for you and ensure that I provide the best help I can today. All I need is your full name, account number (follow link https://comca.st/33q0ck9, account number is at the top right)and address including city, state, and zip code exactly how it reflects on the bill, and I can help you with whatever questions or concerns you may have. To protect your account, can you send me a private note with your information.
As someone who has had this issue, and has posted (frustrated) posts about this, here is what will happen:
- You post about a problem.
- One of the customer service bots will response (I call them bots because of the similar, elaborate messages not really saying anything but "contact me via PM").
- Often the PMs go unread (double check it!)
- They will tell you there is a ticket
- A tech may call you eventually (1-2 weeks in) and tell you that they can't help you.
I have turned off IPv6 in my network. It has caused numerous problems with Comcast's implementation.
Comcast has long ago been attempted to be a leader in IPv6 deployment, and they will often claim to have it deployed to all customers. But often, it just doesn't work. I think there is little incentive on Comcast's end to make it work. The IPv4 shortage is yet another way to prevent competition.
Hi there, thanks so much for taking the time to reach out to the Digital Care Team about your feedback regarding the IPv6 delegation. We do know how frustrating this has been for you and we can help look into this for you. Can you please send us a private message with your name and the full address to the account?
From Comcast Michelle last night:
Thank you so much for taking the time to reach back out to us. You are correct currently IPV-PD is not a service that we are supporting at this time. We do supply IPV addresses for our business customers as a courtesy included with the purchase of an IPV4 block of Ip addresses. I can understand your need for an expanded support of IPV6 services and while technology continues to improve we are doing all that we can to ensure that we are supporting and keeping on top of this technology. I will forward your feedback and concerns at this time I do not have a time frame or option to if this service or feature will be available with our business services.
This is the confirmation I had been looking for. IPv6 and Prefix Delegation is not supported... This should help a lot of us on this forum that had been using it or are trying to use it now.
Thank you so much for your time and we are truly sorry for any frustration this may have caused you. I know that sometimes these types of things can be super frustrating and we do want to make sure that we provide your feedback as we are an amazing team to provide this kind of feedback as we are always looking for ways to improve the customer experience. If you do ever need anything else, please let u know as we are always here 24/7 for assistance and can handle every issue.