Reference Number: 742065661328315942 DATE/TIME: 2017-03-15 11:13:50 Your chat transcript: PLEASE DO NOT REPLY TO THIS MESSAGE - All replies are automatically deleted. Prescott : Hello! Thanks for choosing AT&T Chat. Prescott : Hi, thank you for your patience. My name is Prescott and I'll be happy to assist you today. Give me a moment to review your request. Kenneth : Roger that. Prescott : Please do not worry I can help you with that. Prescott : May I get a Mobile telephone number that we may use to reach you via phone or text with information about your AT&T services? Kenneth : Excellent. I'm wondering if some sort of new change is either filtering 6rd traffic from my router to AT&T gateway or if the 6rd gateway nearest to me is having some sort of issue Kenneth : No problem Kenneth : It's 228-547-XXXX Prescott : Thank you. Prescott : Are you experiencing the issue with certain website? Kenneth : Anything over IPv6 Kenneth : Even simple things, like google.com (2607:f8b0:4000:803::200e) Prescott : Thank you. Prescott : Let me check that for you. Kenneth : Or my corporate VPN (horizon-vpn-dc11.knightpoint.com) 2602:ff25:0:fffd::2 Kenneth : Or my public web server, kvanals.org (2001:470:e305::1) Kenneth : Anything really, but those are three points of interest if someone upstream needs that Prescott : Thank you for the detailed information. Kenneth : And if you need a traceroute to my 6rd gateway, see below (if looks like my gateway may be in Atlanta, GA): Host Loss% Snt Last Avg Best Wrst StDev 1. 192.168.1.254 0.0% 12 0.4 0.5 0.4 0.6 0.0 2. 68-253-148-2.lightspeed.jcsnms.sbcglobal.net 36.4% 12 21.8 21.8 21.2 22.3 0.0 3. 99.183.77.94 0.0% 12 27.4 41.9 26.5 94.8 26.2 4. 12.83.102.17 0.0% 12 28.2 49.4 27.8 142.6 36.2 5. 12.122.157.6 0.0% 11 42.9 58.7 34.6 150.1 39.7 6. gar28.attga.ip.att.net 0.0% 11 36.5 51.3 34.9 129.5 32.8 7. 12.83.49.81 0.0% 11 37.7 40.1 33.3 60.5 9.9 Prescott : Are you experiencing the issue when connecting to the VPN? Kenneth : I can't reach anything over the 6rd tunnel and thus anything over IPv6 Prescott : As there are no issues till the 6th hoop in the issue can be resolved. Prescott : Can we try a factory reset of the router. Prescott : You can try resetting the router by pressing the red reset button at the rear of the router for 10 to 20 seconds. Kenneth : I'd rather not do that, as it'll lose all of my local LAN settings. I have tried a soft reset by unplugging as well as from the web GUI, but it'll take me quite a long time to get my advanced firewall and IP passthrough stuff working again. :-( Kenneth : I don't use the RG's WiFi or packet filter / firewall. I just pass all traffic to an inside router. Prescott : If we perform Factory Reset, the main router will come back to its default settings. All the customized settings like SSID(Network Name), Wireless Network Key and System Password will come back to its default values. In such case, you'll have to use the default wireless password to connect your laptop/computer in wireless. Wireless network key is the 10 digit code printed on the sticker to the side of the 2 Wire Silver Router that says "Wireless Network Key". Kenneth : And for what it's worth, nothing has changed on my side and the issue only started a few days ago Kenneth : Right, I definitely know that. And I'm not having any issues *at all* passing traffic through the residential gateway. Kenneth : IPv4 works fine and I'm doing IPv6 from my own router to the 6rd tunnel Kenneth : The 6rd tunnel endpoint replies to a ping, but doesn't reply to 6in4 packets Prescott : In this case I can connect you with the advance technical support team , who can help you with that. Prescott : Is that okay for you? Kenneth : That works for me Kenneth : Sorry for the delay -- I keep getting pulled away Prescott : Please stay connected. Kenneth : Roger that Prescott : It's an additional fee based service, which provides a wide variety of in-home and over-the-phone support services for a broad range of TV and PC needs. Support ranges from PC software and hardware repair services, home theater planning and consultations, new hardware installation, new PC or Apple computer installation, flat-panel TV wall mounting and home video installation. Nigal A : Welcome to AT&T ConnecTech Services, where we offer affordable solutions to your technology needs. My name is Nigel, and I will be chatting with you to help you today. Please give me a moment while I review your previous chat. Kenneth : Cool beans. Take your time Kenneth : If you need my router IPv6 configurations, let me know. It's pretty simple. Nigal A : Thank you for the patience. Ms.Van Alstyne. Nigal A : I see that you want help in modifying the router settings. Is that correct,Ms.Van Alstyne? Kenneth : It's Mr, FWIW. No, just trying to see if there's a problem with AT&T 6rd gateway that I connect to. As of a few days ago, IPv6 traffic is not passing through the 6rd gateway Kenneth : More specifically, I'm not receiving any packets from the AT&T 6rd gateway Nigal A : Please accept my apologize. Kenneth : You can see the packets being sent to the 6rd gateway address Kenneth : But none coming back Kenneth : See below tcpdump: root@cinder:~# tcpdump -n -i eth0 host 12.83.49.81 tcpdump: verbose output suppressed, use -v or -vv for full protocol decode listening on eth0, link-type EN10MB (Ethernet), capture size 262144 bytes 13:34:13.590562 IP 68.253.148.61 > 12.83.49.81: IP6 2602:304:4fd9:43d8:10d1:f58f:34e:7e2c > 2607:f8b0:4000:803::200e: ICMP6, echo request, seq 0, length 16 13:34:14.594196 IP 68.253.148.61 > 12.83.49.81: IP6 2602:304:4fd9:43d8:10d1:f58f:34e:7e2c > 2607:f8b0:4000:803::200e: ICMP6, echo request, seq 1, length 16 13:34:15.591008 IP 68.253.148.61 > 12.83.49.81: IP6 2602:304:4fd9:43d8:10d1:f58f:34e:7e2c > 2607:f8b0:4000:803::200e: ICMP6, echo request, seq 2, length 16 Nigal A : I can imagine how frustrating this issue must be and I can understand how you feel. Please do not worry; you are in the right hands and we can take care of this for you. I need to check the router settings, firewall and all other network protocols so as to get it fixed. Kenneth : No worries. I pass all traffic from the RG to my router and terminate the 6in4 (6rd) tunnel on my own equipment Nigal A : We provide services which are beyond the limit of AT&T internet service department's scope of support. Thats why the previous technician transferred your session to us. Kenneth : This is my network configuration for the IPv6 interface: # IPv6 Interface via AT&T 6rd auto 6rd iface 6rd inet6 v4tunnel address 2602:304:4fd9:43d0::1 netmask 60 ttl 64 endpoint 12.83.49.81 up ip link set mtu 1280 dev 6rd up ip route add ::/0 dev 6rd Nigal A : Let me have a quick check on the account details as you need to have our technical support subscription so that we can start working on the issue. Kenneth : What? A subscription to check to see if there's an issue with your 6rd gateway? Nigal A : Yes, now you are connected to the best and most advanced technical support of ATT named ATT Connectech and is fee based support. Kenneth : Unfortunately I'm starting to get a little frustrated, so please forgive me. Kenneth : But do you even understand what I am asking you? Kenneth : Is there any way a higher level technical support representative can give me a ring perhaps so I can discuss the issue? Nigal A : We are the highest level technical support of ATT. Kenneth : Then I'm in the right place. Is there anything that happened about two days ago that would have broken my connection to AT&T 6rd tunnel or is my tunnel endpoint having any sort of issue? Nigal A : I have reviewed your records, and found that, you do not have an active service plan, with AT&T Connectech, to avail technical assistance.This problem is beyond the support boundaries of AT&T U-Verse and they can only support the issues till your router. As long as you are getting an active Internet connection in any one of your device, it proves that the Internet service is up and rest all is configuration related, which U-verse will not be able to help, and it is done through us, the AT&T Connectech support. Kenneth : Well, drats. I was hoping someone would be able to help since nothing changed on my end. You can of course end the chat if you are unable or unwilling to provide any technical assistance in this matter. Nigal A : However, not to worry,We can start working on the issue and fix it right after placing our service on your account. Kenneth : Please do not add any unnecessary "features" or "support plans" to my account. To be clear, I do not authorize that. Nigal A : Sure. Nigal A : We have monthly technical support plan to provide continued support for any kind of issues for unlimited number of times and one time support to take care of this only. The issue resolution is guaranteed. Once you have the subscription, we will go ahead and check the issue for you. Nigal A : The great news is that you dont have to pay it right now, we can go ahead and add to the bill so as to start working on the issue. Kenneth : I am not willing to pay to open a support ticket to get something working which was working previously. If AT&T cannot, will not, or are unwilling to assist in this matter without a paid service support subscription or one-time support fee, then that is most disappointing. Kenneth : But of course that would leave me with no choice but to have the matter simply unresolved, since you say this is the highest level of support. Nigal A : I can understand that, but the previous technician that is from the uverse team, your Internet service provider didnt find any issue that is why you are transfered to us. Nigal A : We are well trained in fixing any issues regarding any devices. Kenneth : Excellent. Well, at least consider this a "problem report" regarding IPv6 in IPv4 tunnels to AT&T's 6rd gateway. I think my best course of action is inaction -- presumably AT&T will eventually notice and resolve the issue. Kenneth : I appreciate your assistance. Nigal A : Pleasure is all mine to assist you. Kenneth : I'm sure it is. Nigal A : If you wish I can go ahead and fix the issue by adding the subscription. may I know your thoughts? Kenneth : Please terminate this chat. To be clear, I do *not* authorize *any* additional charges or subscriptions to my bill. Nigal A : Incase if you change your mind in future, you can always contact us back and we will help you process this order and then fix your issue. Nigal A : There is no need to worry, our aim is provide the best assistance, so we wont add any subscription without your permission.