Don't you just hate when you have to call tech support at your ISP? When you're a geek, asysadmin, and web developer, you kind of have your own checklist of stuff to go through BEFORE you call the guys that you know are
a)underpaid
b)don't know jack
c) won't deviate form their script no matter HOW much info you give them.
Anu Jose: Hello! Thank you for choosing Road Runner Internet technical Chat. My name is Anna. How may I assist you?
george: I'm wondering if one of your DNS servers is down. I can get on certain sites, but not others, and have checked/double checked my router settings, restarted the cable modem and router, and tried using a neighbors computer, all witht he same results.
george: And I CAN access the sites using my Blackberry, which bypasses your NS servers.
Anu Jose: I will surely answer all your queries regarding issue
Anu Jose: I'm more than happy to assist you. To resolve your issue we will need to perform some troubleshooting steps together, and I'll be running some tests on my end. Feel free to ask questions along the way.
Anu Jose: Before we begin, please provide the following four pieces of information for security check and to verify your account:
1. The account holder's 10 digit telephone number. (xxx-xxx-xxxx)
2. The account holder's Full Name (First and Last)
3. Please tell us your name.
4. May I have your preferred e-mail address? (Preferred e-mail address is the one that you use frequently; it may be different from the Road Runner e-mail address
<REMOVED> (just the giving info stuff)
Anu Jose: Thank you for the information. Please give me a couple of minutes to verify the information.
Anu Jose: Thank you for your patience
Anu Jose: As I understand you cannot access some sites while you can access others, right?
george: Correct
Anu Jose: Please name a site that you cannot access
george: worldofwarcraft.com
Anu Jose: Can you name another site?
george: darkstarllc.com
george: romaka.net
george: obsidianordernagrand.com
george: cnn.com
Anu Jose: Some sites are working
Anu Jose: Are you using a router and a modem or just a modem?
george: aol.com yahoo.com google.com opendns.com oceanic.com
george: wowinsider.com
george: router+modem, but I duplicated the results at me neighbors house, as well.
george: It's *not* my router settings (shich haven't changed, and were working perfectly yesterday)
Anu Jose: Is the router supplied by Roadrunner?
george: no.
Anu Jose: Do you have a firewall on your pc?
Please disable the firewall.
george: You're kidding right?
george: Firewall's off...
Anu Jose: You can just disble the firewall temporarily and check if you can access those sites
george: It's off, still can't access.
Anu Jose: Alright
Anu Jose: Please go to start --run--type cmd
george: Already there.
Anu Jose: In the black window,
Anu Jose: type
Anu Jose: tracert www.worldofwarcraft.com
Anu Jose: Select the results and paste it on the chat screen.
Anu Jose: Are you able to paste the results back on the chat screen?
george: It's still running. 14 hops so far, and all but 3 are timed out.
Anu Jose: Please copy the results on the chat screen
george: It's. Still. running.
george: C:\Documents and Settings\<REMOVED> tracert www.worldofwarcraft.com
Tracing route to worldofwarcraft.com [12.129.242.22]
over a maximum of 30 hops:
1 2 ms 3 ms 1 ms 192.168.1.1
2 * * * Request timed out.
3 22 ms 23 ms 26 ms gig13-0-2.oahuhimili-gsr2.hawaii.rr.com [24.25.2
28.225]
4 104 ms 102 ms 177 ms so-0-1-3.lsanca4-rtr1.socal.rr.com [24.25.224.86
]
5 * * * Request timed out.
6 * * * Request timed out.
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * *
george: * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * *
george: Still going
Anu Jose: That's fine
Anu Jose: Please follow the steps below at the end of the chat:
Disconnect the router
Bypass the router
Connect the pc directly to the modem
Reset modem.
First shut down the System (Except Windows XP and Vista) and unplug the cable modem from the power source (from the wall outlet, not the back of the modem)
Wait at least 45 seconds.( Wait should not be lest than 45 seconds)
Leave Computer off and plug the modem back in.
Once the lights have stabilized on the modem turn the system back on. The PC light may not come on until the computer has been turned back on.
Check to see if the connection has returned improved
Anu Jose: if the issue persists,
Anu Jose: I need to direct you to the concerned department, who are specifically trained to resolve such issues. I will provide you with the telephone number alongwith the ticket number
Anu Jose: You can contact them along with the ticket number . They work 24/7 and would love to assist you further. You can reach them at
Anu Jose: 808-643-2100
Anu Jose: The ticket number is :
Anu Jose: RQST00060790335
Anu Jose: Please enable the firewall
Anu Jose: For your information you can visit this link anytime to get more help and knowledge about the products and services offered by Road Runner : http://help.rr.com and check for online FAQs
Anu Jose: Have I addressed all your queries for today?
george: Yes. Thank you.
About one second before the "Anu Jose: Have I addressed all your queries for today?", I started getting emails, the sites that were loading in my tabs came up, and my AV started updating again. I can picture it in me head now. Right after I said "DNS" server, the support tech probably called, yelled, or emailed someone about a DNS server being down, and instead of jsut saying "oh, lemme check", decided to keep doing the usless, redundant script. ARGH. I hate tech support