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Originally Posted by DarthMuppet
and what if someone clones my PC's MAC address? where would this go then? The other thing i'm trying to show is a limitation in their diagnostic process. If it happened to me, it can happen to anyone. does anyone out there know what VMs diagnosis would be had my PCs MAC address been cloned?
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Client MAC address information is available to certain VM staff, not all, BenMcr is an example of an agent who can't see this. Probably more second line and technical/security investigations.
The problem is the info is fairly useless to them to the most extent, as client premise equipment registration via MAC address is not required on the VM network, and therefore makes diagnostics tricky in that when a customer changes their cpe address, or cpe all together, it is only seen by virtue of a change of MAC address.
It seems to have worked fine though for the legacy networks in the past, they obviously feel it is not important to have another layer in the modem registration system by forcing the end user to register their computer/network MAC address.
So for some reason your old router address no longer works...have you considered that your area has had a network change such as a service re-segmentation, and that while you were away somebody on a different CMTS with a matching client MAC address was also moved onto the new service with you, and they got an IP address and now you can't?
The diagnostics are there though, perhaps you should push a bit harder, mybe get an escalation to second line - they have the toolsets.