Quote:
Originally Posted by Toto
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?
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Absolutely. That was actually the only thing I wanted to know when I called. If they'd said yes, i'd probably have just got on with it. The answer was an immediate unequivocal 'no' too. I'd stop short of calling it a lie (as that implies that it was a known falsehood), and I think the tech just assumed nothing changed. That's wrong too - if you don't know the answer, say so, don't guess. Clearly that was not the correct answer as my earlier IP was in 86.x.x.x and the new one is in 213.x.x.x. If that's not a network change, i'll print this out and eat it.
Quote:
Originally Posted by Toto
The diagnostics are there though, perhaps you should push a bit harder, mybe get an escalation to second line - they have the toolsets.
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Wouldn't it be nice if they just offered to escalate for me?