From: Ian Crew (icrew@socrates.berkeley.edu)
Date: Thu Jan 31 2002 - 17:05:33 PST
I've also been dealing with this problem, and did seem to be able to
get through to someone who knew what was going on and opened a
trouble ticket for me. If you're trying to get this resolved, you
might contact AT&T and tell them you are experiencing the same
problem as that referred to in ticket #1154602.
This problem has happened before, and having a lot of people complain
seemed to help the problem towards resolution.....
Hope this helps,
Ian
P.S. For chuckles, the following is the transcript of the chat
session I had with them to get them to open the trouble ticket:
>Welcome icrew ...
>Connecting to server. Please wait...
>Connected to athchat02.broadband.att.com
>Thu, January 31 2002 12:54PM Mountain Standard Time
>https://help.broadband.att.com/index.jsp?pushedfrom=chat
>Hello! Welcome to AT&T Broadband's Online Customer Support Center.
>Your session ID # is 1939237.
>In-Jade has joined this session!
>In-Jade says, Thank you for contacting AT&T Broadband Internet.Hi,
>my name is Jade. I I understand have a question regarding
>connectivity. Can you please give me a little more detail and I'll
>be happy to help you!
>You say, I cannot connect to several of the servers at the
>University of California
>, Berkeley
>You say, (my employer)
>You say, I have checked with the people who maintain
>In-Jade says, Can I have your name please?
>You say, those servers
>You say, my name is Ian Crew
>You say, and they tell me that the problem is:
>You say, that the AT&T nameservers are misconfigured so that reverse
>name lookups are not working properly
>You say, which, due to security restrictions on those servers,
>prevents the connections from working
>In-Jade says, Ian,are you still have connectivity problem?
>You say, yes, I am sure--I just tried making the connection after
>you asked the question
>In-Jade says, Ian,I would suggest you to check the dhcp settings and
>I am forward ing you a page on the settings.
>You say, I do have connectivity to the internet as a whole, but due
>to your nameservers being misconfigured, I cannot
>You say, connect to several servers at my work
>You say, If you want to put me in touch with the folks in charge of
>your nameservers, I'd be happy to provide the technical details of
>what's going on
>You say, (this is a problem that's happened with your servers before)
>In-Jade says, Ian you cannot only get connected in attbi network,
>In-Jade says, I would like to forward to a page on dhcp settings
>which would assist you.
>In-Jade says, May I know the operating system you are using?
>You say, I would appreciate it if you would escalate this call--it's
>not a DHCP issue, it is a the way your nameservers are configurted
>You say, my operating system is not important--it is your servers
>that are misconfigured
>In-Jade says, Ian,in order to assist you further,I would like to
>transfer you to a technical support agent.May I transfer you?
>You say, yes, please do!
>In-Jade says, Thank you for contacting AT&T Broadband Internet
>.Please wait while I transfer you.
>You are being transferred to another queue. Please stand by...
>In-Jade has left this session!
>Thu, January 31 2002 12:54PM Mountain Standard Time
>https://help.broadband.att.com/index.jsp?pushedfrom=chat
>Hello! Welcome to AT&T Broadband's Online Customer Support Center.
>Your session ID # is 1939237.
>Due to the large number of customers wishing to chat with us, please
>expect extended wait times. We sincerely apologize for any
>inconvenience and appreciate your patience.
>T-Greg M has joined this session!
>T-Greg M says, Thank you for contacting AT&T Broadband Internet. One
>moment while I review your chat.
>T-Greg M says, Thank you for holding Ian. I have read the chat and
>will escalate this to our network engineers to have resolved as soon
>as possible
>You say, wonderful....will they get in touch with me once this is resolved?
>T-Greg M says, Unfortunately, due to the number of subscribers that
>may be affected by this you will not be contacted once resolved.
>You say, OK....then could I please have a reference number to refer
>to if I have to get back in touch about this issue?
>T-Greg M says, Give a couple of minutes to get the ticket written.
>You say, take your time--I'll be here!
>T-Greg M says, Ian the ticket number is 1154602
>You say, thanks for your help Greg! I'll look forward to it being
>resolved soon
>T-Greg M says, thank you for contacting AT&T Broadband Internet.
>T-Greg M has left this session!
At 4:34 PM -0800 1/31/02, George Hart wrote:
>I spent 2 1/2 hours this morning trying to sort this out. First, I chatted
>with someone at the attbi help url. I couldn't get him to understand that
>socrates.berkeley.edu was not the same as attbi.com. Then I talked to
>someone at socrates consulting at Berkeley, who told me, clearly and
>lucidly, what was going on (the name server was returning the wrong name for
>the ip number and security at Berkeley was not allowing the connection).
>Then I called attbi tech support, and was told the following:
>1. Everything is working fine.
>2. There is no way to contact the technicians.
>3. The incorrect name being returned is probably a new security measure on
>the part of attbi.
>4. My attbi account is for recreational use (downloading porn?), not
>business, so I shouldn't expect to be able to use it to contact another
>server.
>5. If I paid a huge amount more for a business account, maybe it would work
>with Socrates.
>
>After that, I ordered DSL service from Pacbell.
>
>I have one other problem with attbi: I cannot access my attbi mail only by
>browser from the office (i.e. from a non attbi account). This was not true
>with @home. Apparently, attbi is in the process of fixing the name-server
>issue, as I was able to download my mail just now.
>
>George Hart
>
>PS Does anyone want a new cable modem cheap?
>
>On 1/31/02 11:17 AM, "Socrates Consulting" <consult@socrates.berkeley.edu>
>wrote:
>
>> There is an ongoing problem with the Domain Name Service for ATTBI
>> which causes a hostname-to-address lookup failure. This is affecting
>> remote access to Socrates. Our recommendation is to use campus dial-in
>> facilities in the interim and keep checking to see if your ATTBI
>> connection works. You also might want to contact ATTBI.
>>
>> -Socs Team
>>
>>
>
>
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-- +-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+-+ Ian Crew IS&T/Workstation Support Services University of California at Berkeley 297 Evans Hall, (510) 642-7795 icrew@socrates.berkeley.edu------------------------------------------------------------------------ The following was automatically added to this message by the list server:
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