Mediacom "support" issues.

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From me to them:
Tuesday 07-27-2010 18:02

From the Mediacom Extranet Website Contact Us Form:
[..name/address/account information..]
Subject of question: Internet Support
Comments: This is an ongoing issue; I cannot access bsd.org (or http://www.bsd.org). I have brought this issue up a few times before, each time resulting in nothing: supposedly it's either an issue with the servers for the BSD website, or my computer/configuration.

Recently, I was able to have a friend of mine (who also receives Mediacom Internet Service) check, and he could not access the site, either. I do not recall his IP address, but it was vastly different than mine, ruling out the possibility of a blacklist based on matching IP octets/range.

I can access the BSD website from all non-Mediacom connections, but I can't when I use a Mediacom connection, regardless of the computer, operating system, or IP addresses used.

The best guess I have at this point is misconfiguration with the routers/servers at Mediacom; during a traceroute, I can see 10.*.*.* addresses, which are Class A private addresses, and should only be visible internally. Perhaps this is why? I don't know.

Attempting any form of communication with the servers for the BSD website results in a timeout error.



jaredtbrees@kubuntu-desktop:~$ traceroute bsd.org
traceroute to bsd.org (192.231.225.11), 30 hops max, 60 byte packets
1 titr.compfrk (192.168.5.1) 0.225 ms 0.297 ms 0.363 ms
2 192.168.1.1 (192.168.1.1) 1.545 ms 2.415 ms 2.989 ms
3 10.26.208.1 (10.26.208.1) 15.249 ms 15.417 ms 19.721 ms
4 172.30.0.81 (172.30.0.81) 28.004 ms 28.687 ms 35.968 ms
5 172.30.1.49 (172.30.1.49) 42.314 ms 46.215 ms 49.017 ms
6 12-215-4-18.client.mchsi.com (12.215.4.18) 55.394 ms 53.418 ms 20.407 ms
7 cr83.cgcil.ip.att.net (12.122.133.174) 70.573 ms 76.290 ms 67.384 ms
8 cr1.cgcil.ip.att.net (12.123.7.110) 72.871 ms 76.837 ms 80.140 ms
9 cr2.dvmco.ip.att.net (12.122.31.85) 87.719 ms 97.020 ms 97.158 ms
10 cr1.slkut.ip.att.net (12.122.30.25) 104.957 ms 109.455 ms 109.641 ms
11 cr2.la2ca.ip.att.net (12.122.30.30) 109.948 ms 110.349 ms 110.152 ms
12 cr84.la2ca.ip.att.net (12.123.30.249) 73.664 ms 77.422 ms 81.915 ms
13 gar4.lsrca.ip.att.net (12.122.129.89) 67.426 ms 70.361 ms 74.422 ms
14 12.86.240.14 (12.86.240.14) 79.628 ms 83.193 ms 63.461 ms
15 tg9-4.cr01.lsancarc.integra.net (209.63.113.57) 96.230 ms 98.651 ms 109.596 ms
16 tg13-1.cr01.sntdcabl.integra.net (209.63.113.106) 109.916 ms 113.512 ms 118.942 ms
17 tg13-4.cr02.sntdcabl.integra.net (209.63.113.134) 123.299 ms 148.731 ms 148.779 ms
18 tg13-1.cr02.rcrdcauu.integra.net (209.63.114.169) 148.821 ms 109.973 ms 116.786 ms
19 tg13-4.cr01.rcrdcauu.integra.net (209.63.114.101) 156.038 ms 156.218 ms 156.402 ms
20 tg13-2.cr01.ptleorte.integra.net (209.63.114.45) 102.079 ms 104.977 ms 105.480 ms
21 tg9-1.ar10.ptldorfj.integra.net (209.63.114.154) 107.844 ms 109.717 ms 112.064 ms
22 * * *
23 * * *
24 * * *
25 * * *
26 * * *
27 * * *
28 * * *
29 * * *
30 * * *
jaredtbrees@kubuntu-desktop:~$ traceroute http://www.bsd.org
traceroute to http://www.bsd.org (192.231.225.11), 30 hops max, 60 byte packets
1 titr.compfrk (192.168.5.1) 5.325 ms 5.393 ms 5.460 ms
2 192.168.1.1 (192.168.1.1) 6.530 ms 7.360 ms 8.113 ms
3 10.26.208.1 (10.26.208.1) 20.582 ms 21.723 ms 24.717 ms
4 172.30.0.81 (172.30.0.81) 30.246 ms 34.165 ms 39.067 ms
5 172.30.1.49 (172.30.1.49) 43.343 ms 109.094 ms 108.907 ms
6 12-215-4-18.client.mchsi.com (12.215.4.18) 115.884 ms 108.509 ms 33.365 ms
7 cr83.cgcil.ip.att.net (12.122.133.174) 85.046 ms 90.073 ms 96.952 ms
8 cr1.cgcil.ip.att.net (12.123.7.110) 68.445 ms 74.462 ms 80.242 ms
9 cr2.dvmco.ip.att.net (12.122.31.85) 88.795 ms 93.253 ms 100.187 ms
10 cr1.slkut.ip.att.net (12.122.30.25) 105.253 ms 140.468 ms 140.623 ms
11 cr2.la2ca.ip.att.net (12.122.30.30) 141.377 ms 141.738 ms 141.561 ms
12 cr84.la2ca.ip.att.net (12.123.30.249) 139.072 ms 139.244 ms 139.452 ms
13 gar4.lsrca.ip.att.net (12.122.129.89) 138.426 ms 81.702 ms 76.430 ms
14 12.86.240.14 (12.86.240.14) 70.769 ms 66.372 ms 67.255 ms
15 tg9-4.cr01.lsancarc.integra.net (209.63.113.57) 252.174 ms 246.791 ms 212.518 ms
16 tg13-1.cr01.sntdcabl.integra.net (209.63.113.106) 95.277 ms 98.557 ms 102.203 ms
17 tg13-4.cr02.sntdcabl.integra.net (209.63.113.134) 111.095 ms 111.428 ms 114.606 ms
18 tg13-1.cr02.rcrdcauu.integra.net (209.63.114.169) 118.894 ms 122.034 ms 114.435 ms
19 tg13-4.cr01.rcrdcauu.integra.net (209.63.114.101) 116.736 ms 92.410 ms 96.130 ms
20 tg13-2.cr01.ptleorte.integra.net (209.63.114.45) 101.439 ms 102.749 ms 106.658 ms
21 tg9-1.ar10.ptldorfj.integra.net (209.63.114.154) 113.853 ms 117.877 ms 121.283 ms
22 * * *
23 * * *
24 * * *
25 * * *
26 * * *
27 * * *
28 * * *
29 * * *
30 * * *
jaredtbrees@kubuntu-desktop:~$ ping bsd.org
PING bsd.org (192.231.225.11) 56(84) bytes of data.
^C
--- bsd.org ping statistics ---
4 packets transmitted, 0 received, 100% packet loss, time 3006ms

jaredtbrees@kubuntu-desktop:~$


Any help would be appreciated, thanks.




From them to me:
Tuesday 07-27-2010 23:13

Jared;

Thank you for the e-mail. I have researched the site in question and see that there is an issue with the site access via Mediacom service. In order for me to create a ticket to get this fixed we will need a trace route without the router. Please bypass the router and send us the trace route and we will get the remedy ticket put in for a resolution.


If you have further concerns please call us at (phone number). We are available 24 hrs / 7 days / week.
Please include a copy of this email if you respond to this message
Ken J.
Internet technical Support Rep.




From me to them:
Wednesday 07-28-2010 07:31

Okay, thanks!

Here is the traceroute; I have also attached a text file with some more diagnostic information.

traceroute to bsd.org (192.231.225.11), 30 hops max, 60 byte packets
1 10.26.208.1 (10.26.208.1) 12.776 ms 13.015 ms 16.013 ms
2 172.30.0.81 (172.30.0.81) 21.130 ms 25.122 ms 28.819 ms
3 172.30.1.53 (172.30.1.53) 32.394 ms 37.084 ms 36.583 ms
4 12.122.249.117 (12.122.249.117) 42.964 ms 42.880 ms 41.389 ms
5 cr83.cgcil.ip.att.net (12.122.133.158) 90.396 ms 90.340 ms 90.281 ms
6 cr1.cgcil.ip.att.net (12.123.7.110) 89.784 ms 64.342 ms 67.529 ms
7 cr2.dvmco.ip.att.net (12.122.31.85) 60.607 ms 64.491 ms 68.019 ms
8 cr1.slkut.ip.att.net (12.122.30.25) 73.068 ms 76.029 ms 80.168 ms
9 cr2.la2ca.ip.att.net (12.122.30.30) 84.760 ms 90.011 ms 96.515 ms
10 cr84.la2ca.ip.att.net (12.123.30.249) 96.465 ms 96.380 ms 96.345 ms
11 gar4.lsrca.ip.att.net (12.122.129.93) 96.182 ms 95.707 ms *
12 12.86.240.14 (12.86.240.14) 95.848 ms 64.079 ms 68.028 ms
13 tg9-4.cr01.lsancarc.integra.net (209.63.113.57) 98.549 ms 86.793 ms 86.674 ms
14 tg13-1.cr01.sntdcabl.integra.net (209.63.113.106) 90.890 ms 94.624 ms 98.456 ms
15 tg13-4.cr02.sntdcabl.integra.net (209.63.113.134) 86.999 ms 90.798 ms 95.161 ms
16 tg13-1.cr02.rcrdcauu.integra.net (209.63.114.169) 100.907 ms 105.100 ms 108.760 ms
17 tg13-4.cr01.rcrdcauu.integra.net (209.63.114.101) 112.977 ms 116.250 ms 120.821 ms
18 tg13-2.cr01.ptleorte.integra.net (209.63.114.45) 103.085 ms 94.427 ms 86.089 ms
19 tg9-1.ar10.ptldorfj.integra.net (209.63.114.154) 88.602 ms 87.993 ms 95.595 ms
20 * * *
21 * * *
22 * * *
23 * * *
24 * * *
25 * * *
26 * * *
27 * * *
28 * * *
29 * * *
30 * * *


- Jared Brees




From them to me:
Wednesday 07-28-2010 11:50

Thank you for your reply. I have submitted a ticket to our tier 2 department to further investigate the issue. Your ticket number is 748265. The average turn around time for a ticket of this nature is three to five business days. Please feel free to reply to this message, or to call into (phone number) at any time to check on the status of your ticket. we look forward to resolving this issue for you soon.




From me to them:
Saturday 08-07-2010 10:01

Hello,

In reference to ticket number 748265:
I would like to check on the status of this; has the cause of the issue been identified yet? Is there something else I can do to help find the problem?

Thanks,
Jared Brees




From them to me:
Saturday 08-07-2010 21:24

Thank you for checking back with us. It looks like that ticket has been worked. It seems that the IP address used by http://www.bsd.org is a known "bogon", or that the IP address claimed by the site is an IP address which has not been allocated for public use. We have re-notified them of the issue (in fact this is far from the first time we have notified them of this, apparently). In the mean time, you can try using a proxy server to retrieve the site's information. I cannot recommend a particular proxy for security purposes, but if you do an internet search for "proxy server" you should be able to find more than a few. Simply navigate to one of these sites and you can then use that to go to http://www.bsd.org. If you have any other questions or if there is anything further we can do for you, please feel free to to either reply to this message or contact our 24-hour technical support directly at (phone number).




From me to them:
Monday 08-09-2010 01:31

I am very confused by this...
I see that http://www.bsd.org resolves to 192.231.225.11 and according to IANA that block is designated for ARIN. However, my "first hop" to the web is 10.26.208.1 - which is a private address, and according to this, a bogon, since it is a private address (as defined by the IANA). Note that this is within Mediacom's network - so how is it an issue with their website when they have a valid address (not a bogon according to the link provided above), but Mediacom is the one with a publicly-accessible IPv4 address designated for private addressing?

DHCPREQUEST of 173.26.0.216 on eth0 to 255.255.255.255 port 67
DHCPACK of 173.26.0.216 from 10.26.208.1
bound to 173.26.0.216 -- renewal in 1350 seconds.

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The rest of what Mediacom says is valid, but it is BS.