[TriLUG] TWC IPv6 still TBD

Cristóbal Palmer cristobalpalmer at gmail.com
Mon Jul 30 10:39:28 EDT 2012


Clear is no better. I had a higher opinion of them before last night. :/

Chat Attempt the 1st (with an aside about the lack of i18n in the Oracle product they're using to support web chat -- or maybe it's the way the website passes off to the chat application):

Hello Cristóbal. Please wait while we find a CLEAR specialist to help you.
Your question is: IPv6
You have been connected to Karen.
Cristóbal: Hi Karen
Karen: Thank you for contacting Clear, my name is Karen. I am very pleased to meet you here online!
Karen: So I can help, may I please have your full name?
Cristóbal: I'm wondering when Clear will be offering IPv6 support
Cristóbal: Cristóbal Palmer
Karen: Thank you for that information. How are you today? I hope you are doing fine. :-)
Cristóbal: you might mention to your supervisors that your system doesn't handle utf8 properly
Cristóbal: your chat system, that is
Cristóbal: more specifically, it looks like my name was assumed to be in ISO 8859-1
Cristóbal: but my real question is when IPv6 support will be available from Clear
Karen: I understand that you would like to know when Clear will be offering IPv6 support
Karen: I am glad to have received your request, and I will do my best to assist you today.
Karen: To further assist you with your request, we invite you to contact our Level 2 Technical Support department and I'm pretty sure they can help you with this.
Karen: For the CLEAR Level 2 Technical Support call 888-888-3113, 24 hours a day, 7 days a week.
Karen: I do apologize for the referral. However, I want to direct you to the department that can best assist with your concern.
Cristóbal: Thanks. I'll do that.
Karen: You are most welcome!
Karen: Is there anything else I can help you with today?
Cristóbal: Nope; that's it.
Cristóbal: Thanks!





Chat Attempt the 2nd:

You have been connected to tt_JeffMarthy A.
tt_JeffMarthy A: Welcome to Clear Webchat support and nice to meet you online Cristóbal, Thank you very much for that information, let me just pull up your account.
Cristóbal: Hi Jeff
tt_JeffMarthy A: How are you today?
tt_JeffMarthy A: So how may I help you regarding with Clear service today?
Cristóbal: A little frustrated that I was just given the run-around by Karen
tt_JeffMarthy A: I'm very sorry for that inconvenience, don't you worry, I'll be doing all my best to assist you with that.
tt_JeffMarthy A: So how may I help you regarding with Clear service today?
Cristóbal: I contacted another chat support person asking when IPv6 support would be available
Cristóbal: her name was Karen
Cristóbal: she told me I would need to speak with a Level 2 technical support person
tt_JeffMarthy A: Okay.
Cristóbal: and she gave me a phone number that puts me in an IVR
Cristóbal: with no option to talk to a Level 2 support person
Cristóbal: I'll quote:
Cristóbal: Karen: For the CLEAR Level 2 Technical Support call 888-888-3113, 24 hours a day, 7 days a week.
tt_JeffMarthy A: Okaym, so how may I assist you?
Cristóbal: so I'm hoping that you can do two things
Cristóbal: 1) make it clear to your supervisors that Karen is giving sub-par customer support
tt_JeffMarthy A: oh, okay, I am very sorry for that.
Cristóbal: 2) actually direct me to information on when IPv6 support will be available
Cristóbal: I'm fine with getting an email or call-back
Cristóbal: if you can't answer that question now
Cristóbal: but getting sent on a wild goose chase is not cool
tt_JeffMarthy A: If I understand your concern correctly, you want to know when Clear will be supporting IPV6 connection, correct?
Cristóbal: That's correct
tt_JeffMarthy A: Oh, I am very sorry for that, however, we do not have the updates yet on when we will be supporting IPV6 connection, actually, even other internet service provider didn't support ipv6 yet.
Cristóbal: I understand. I know of at least two providers that are doing early adopter trials
Cristóbal: In fact, I have IPv6 on my phone via T-mobile
tt_JeffMarthy A: I am very sorry for that, however, Clear do not support ipv6 yet and we do not have the udpates on when will it be supported.
Cristóbal: Do you have plans to deploy IPv6?
Cristóbal: I understand if you don't yet have a public timeline
Cristóbal: that's disappointing and a bit disconcerting
tt_JeffMarthy A: I am not sure about that, you can check our Website for monthly updates.
Cristóbal: Okay then. Thanks for your time.
tt_JeffMarthy A: I cannot disclose any information that is not yet approved or proven, I am very sorry.
Cristóbal: Best of luck with the remainder of your shift
tt_JeffMarthy A: You're welcome, by the way, let me briefly walk you thorough My Account at www.clear.com (http://www.clear.com). You can click "Sign In" on the upper right hand side of the webpage and log into your account. There, you have a wide array of things that you can do, you can pay bill Online, change the credit card on file, access/change
features, and many more. If you want I can provide, your username and then walk you through completely in navigating the my account page.
tt_JeffMarthy A: Is there anything else I can help you with today?
Cristóbal: Nope; that's it



--
Cristóbal Palmer
cmpalmer.org (http://cmpalmer.org)




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