[BALUG-Admin] Comcast Service Ticket CR144883981

[Michael Paoli]

Ah ... sounds good.
So ... I'm guessing soon...ish, you'll have
2603:3024:180d:f100:50:242:105:34 (nsx.sunnyside.com.)
operational again (no extreme rush) ... or at least nsx.sunnyside.com.
regaining an operational AAAA that also works for DNS.
I noticed earlier it wasn't working ... then subsequently
you apparently dropped the AAAA record for it
(perfectly fine thing to do while it's not working!)
... I did try the IP directly - still no DNS response,
but I note also that that AAAA record hasn't been
restored yet either ... or any AAAA record for that domain.
$ eval dig @ns0.sunnysidex.com. +noall +answer +norecurse
nsx.sunnyside.com.\ A{,AAA}
nsx.sunnyside.com.      600     IN      A       50.242.105.52
$
https://dnsviz.net/d/balug.org/Zl6vNw/responses/
https://dnsviz.net/d/balug.org/ZmGAnw/responses/
https://dnsviz.net/d/balug.org/ZmHuow/responses/

> 19 tickets closed almost immediately without comment

Let's see, if we have a ticketing system, and highly
incentivized folks to close tickets quickly, we get ...
lots of tickets closed quickly ... doesn't mean anything
gets fixed.  And yes, have seen this before ... alas, even
in some departments/areas at some employers I've
worked at.
"Be careful what you measure."  (And how one uses it).
Same employer, a much more astute manager with a
much better functioning department ... how did they
do it?  They surveyed the customers, and used that
as a large measure of determining how well the technicians were
doing at getting issues solved ... not how quickly
the techs closed tickets.  Alas, that highly well
performing department stuck out like a sore
thumb ... so ... eventually management "fixed"
that issue ... by subsuming that department into
the other, thus ensuring there wouldn't be such
a good standout to embarrass the rest.

Anyway, glad your Comcast issue finally got resolved.

< From: Michael Paoli <michael.paoli@berkeley.edu>
< Date: Tue, Jun 4, 2024 at 4:21\xe2\x80\xafPM
< Subject: Re: [BALUG-Admin] (forw) linuxmafia.com 2024-06-04 02:02
System Events
< To: Rick Moen <rick@linuxmafia.com>
< Cc: BALUG-Admin <balug-admin@lists.balug.org>, Al <aw009@sunnyside.com>
<
< And thirdly - relatively minor issue.  Al's got
< (at least last I checked, yesterday or so) issues with
< 2603:3024:180d:f100:50:242:105:34 (nsx.sunnyside.com.)
< not responding.

On Thu, Jun 6, 2024 at 7:45 AM Al <aw009@sunnyside.com> wrote:
>
> The manager that took one of my tickets and refused to let it be closed has helped me to finally get my case resolved.
> I have tested access from AWS successfully, and the modem does in fact seem to have my /56 back in it instead of what
> looked very much like a dynamic /64.
> It's also amazing that anyone talked to me at all.  I had 19 tickets closed almost immediately without comment.
>
>
> -------- Forwarded Message --------
> Subject: Comcast Service Ticket CR144883981
> Date: Thu, 6 Jun 2024 14:12:18 +0000
> From:
> To: awcomcast@sunnyside.com <awcomcast@sunnyside.com>
>
>
> Good morning,
>
>
>
> I am reaching out to you in regards to ticket CR144883981. This was in regards to reclaiming your original IPv6 prefix. I worked with our device support, and we were able to reclaim 2603:3024:180d:f100 for you. As of this morning, the IPv6 has been restored onto your modem.
>
>
>
>
>
> Thank you for using Comcast,
>
>
>
> Shana Rich
>
> Tech 4, CSSA (ABS)
>
> Complex & Strategic Service Assurance
>
> Avail Hours Mon-Fri, 8:00am – 4:30pm MST
>
> Comcast Business Services