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johnpalmerLet me emphasize that I did NOT apply to AT&T broadband at any point in time, but they *STILL* should hire me.
So here's the situation. The DHCP server is giving me an IP address of 12.240.10.* - doesn't matter what - and a subnet mask of 255.255.252.0. That means the subnet blocks (the stuff that has to be separated by routers or the equivalent) is 4 class C addresses in size - about 1,000 machines. And, by one of the most obvious addressing schemes, the gateway should be at 12.240.8.1. See, the 252 in the mask means that you count off your IP blocks by 4s in the second position. 12.240.0.0, 12.240.4.0, 12.240.8.0, etc. You can't use the 0 address for technical reasons. Well, if you know, by looking at the subnet and the IP address, what the beginning of your IP block is, where should you put the router? On the first legal address, of course. You *ALWAYS* need to know where the router is, or you can't leave the network. And that's what their DHCP server is giving me: 12.240.8.1.
I can't hit my router, even though I'm communicating on the network. They say the cable modem is fine. If I can't hit the default router, it either isn't on my local network (meaning both the router, and the subnet mask are wrong) or the router is misconfigured.
*THIS MEANS THAT THEIR DHCP SERVER, OR THEIR ROUTER, IS SCREWED UP*. This is a serious issue. This is *IMPORTANT*. This could mean 1,000 customers (or lots more) who can't access the internet.
Do they listen to me? Of course they don't listen to me. But they're more than happy to suggest that I can escalate the ticket - *I* can escalate the ticket, not *THEY* can escalate the ticket - by waiting another hour or more on hold for the level 2 techs. They won't do anything *AT ALL* without me doing this. They can't escalate the ticket themselves. They can't get anyone to do *ANYTHING* without having the customer drive it.
I hope I don't have to explain how horrendously stupid this procedure is... to be unable to escalate something like this, without a customer who sure as hell has better things to do with his time at this point, sitting on the phone line for an hour, or more.
I swear to god, I'm sending them a goddamn bill. They won't pay it, but I will send it. (With a cc to the local papers, of course.)
Jeez... what I could do to un-screw-up their situation I had a chance.
So here's the situation. The DHCP server is giving me an IP address of 12.240.10.* - doesn't matter what - and a subnet mask of 255.255.252.0. That means the subnet blocks (the stuff that has to be separated by routers or the equivalent) is 4 class C addresses in size - about 1,000 machines. And, by one of the most obvious addressing schemes, the gateway should be at 12.240.8.1. See, the 252 in the mask means that you count off your IP blocks by 4s in the second position. 12.240.0.0, 12.240.4.0, 12.240.8.0, etc. You can't use the 0 address for technical reasons. Well, if you know, by looking at the subnet and the IP address, what the beginning of your IP block is, where should you put the router? On the first legal address, of course. You *ALWAYS* need to know where the router is, or you can't leave the network. And that's what their DHCP server is giving me: 12.240.8.1.
I can't hit my router, even though I'm communicating on the network. They say the cable modem is fine. If I can't hit the default router, it either isn't on my local network (meaning both the router, and the subnet mask are wrong) or the router is misconfigured.
*THIS MEANS THAT THEIR DHCP SERVER, OR THEIR ROUTER, IS SCREWED UP*. This is a serious issue. This is *IMPORTANT*. This could mean 1,000 customers (or lots more) who can't access the internet.
Do they listen to me? Of course they don't listen to me. But they're more than happy to suggest that I can escalate the ticket - *I* can escalate the ticket, not *THEY* can escalate the ticket - by waiting another hour or more on hold for the level 2 techs. They won't do anything *AT ALL* without me doing this. They can't escalate the ticket themselves. They can't get anyone to do *ANYTHING* without having the customer drive it.
I hope I don't have to explain how horrendously stupid this procedure is... to be unable to escalate something like this, without a customer who sure as hell has better things to do with his time at this point, sitting on the phone line for an hour, or more.
I swear to god, I'm sending them a goddamn bill. They won't pay it, but I will send it. (With a cc to the local papers, of course.)
Jeez... what I could do to un-screw-up their situation I had a chance.
