tag:blogger.com,1999:blog-33801994.post5434510010949945024..comments2024-02-14T02:30:36.732-05:00Comments on The Blog of Helios: AT&T Blocks Linux ConfigurationAnonymoushttp://www.blogger.com/profile/13978117986484281976noreply@blogger.comBlogger113125tag:blogger.com,1999:blog-33801994.post-11091055500740308062011-03-25T05:37:25.772-06:002011-03-25T05:37:25.772-06:00No, tried that along with user agent switcher and ...No, tried that along with user agent switcher and other addons. They've blocked us fairly well it would seem.Anonymoushttps://www.blogger.com/profile/13978117986484281976noreply@blogger.comtag:blogger.com,1999:blog-33801994.post-29663938448417826962011-03-24T22:12:33.044-06:002011-03-24T22:12:33.044-06:00Can't you use Firefox with the IETab addon?Can't you use Firefox with the IETab addon?Jasonnoreply@blogger.comtag:blogger.com,1999:blog-33801994.post-62953395440757700022011-03-16T23:16:11.483-06:002011-03-16T23:16:11.483-06:00Since you are in San Antonio, can you recommend an...Since you are in San Antonio, can you recommend an ISP that will work with Linux? I have just gotten a new Linux machine and cannot figure out how to set it up with ATT DSL. I did the tech support chat earlier and they referred me to a branch of tech support that you have to pay for. Yeah, right.<br /><br />Not to mention that the DSL has become unbearably slow recently.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-33801994.post-31424142718275077482011-03-03T00:56:53.507-06:002011-03-03T00:56:53.507-06:00Truly it is a hassle:In the past six months we hav...Truly it is a hassle:In the past six months we have done a lot of installs with those who had AT&T come in before we installed the computer. Sure it was a hassle. For it will take so much time.Armil@att high speed internethttp://www.allconnect.com/sp-2865176/att.htmlnoreply@blogger.comtag:blogger.com,1999:blog-33801994.post-9110556018970451172010-12-30T18:24:17.716-06:002010-12-30T18:24:17.716-06:00the Tier 2 support are idiots and lazy. They can (...the Tier 2 support are idiots and lazy. They can (and should be able to) bypass the routers' config page. I know because I worked as a Tier 2 support for AT&T back then.<br /><br />You can either hard reset the modem which will put it into 'Bridge mode' and configure PPPoE via Network Manager (or pppoeconf).<br /><br />Or you can ask for a Westell modem. If they'll charge you for it, threaten to cancel so they'll give it out for free. Westell modems are easier to work with than 2Wire (which gave me tons of problems back then, too many firmware and hardware issues with 2Wire).<br /><br />If the rep still insists that they don't support Linux (which they do but unofficially), ask for someone who knows how to configure a Linux connection. Maybe ask for their Coach (don't say Supervisor). Finally, if they still won't go the 'extra mile' (which they're obligated to) threaten to escalate that call to the Presidents Office (termed Presidential Escalation), that'll scare them into doing their research. But if they genuinely don't know, then a more polite representative from Presidential would be able to find someone who can configure it for you.<br /><br />Their non-support of Linux stems from their lack of knowledge, not because of policy.daxhttps://www.blogger.com/profile/17786148709975855806noreply@blogger.comtag:blogger.com,1999:blog-33801994.post-39409879927483600472010-12-30T08:18:10.163-06:002010-12-30T08:18:10.163-06:00Today, at approximately 8:30am, I receive a call f...Today, at approximately 8:30am, I receive a call from Edwin Wheeler of AT&T. I believe he is in the office of the group president for internet operations.<br /><br />He said he had been referred a letter I sent regarding support for Linux. I told him my concern was slightly different; that I understood that AT&T would likely not affirmatively support Linux due to its small market share, but that I didn't understand why AT&T would effectively lock out Linux users by requiring ActiveX controls in order to access the configuration pages of certain DSL modems. His response was that AT&T does research to decide what is best for the majority of its customers. I asked him what about ActiveX is best for most customers. He said he didn't know the answer to that question. I asked him if he was aware that, as soon as ActiveX was required by all DSL modems, that effectively 2-3% of his customer base would depart. He said that he felt that most Linux users have some method available to utilize ActiveX controls. <br /><br />I asked him if he was concerned that, by tying the use of AT&T technology to the use of Microsoft technology that effectively locks out alternative operating systems, that AT&T might be adjudged anti-competitive. He replied that he was being asked to speculate about something that hasn't happened and that he wouldn't do so.<br /><br />I thanked Mr. Wheeler for his information and ended the call.Bill in South Carolinahttps://www.blogger.com/profile/12260339423568265222noreply@blogger.comtag:blogger.com,1999:blog-33801994.post-73044813637470525122010-12-23T19:15:48.405-06:002010-12-23T19:15:48.405-06:00I haven't had any such rudeness from AT&T&...I haven't had any such rudeness from AT&T's support yet but should one tell me Linux is 'bad at networking' or some such foolishness I know what my reply would be. "Son, in this economy you might not want to go slagging the company's products like that." When they gave a shocked answer I'd then ask him if he was bright enough to know that Android was just Linux with a lot of Google marketing magic sprinkled on top. And that speaking of Google, perhaps he would share his vast knowledge of network ready operating systems with them so they could stop using a product that 'is bad at networking' in their vast infrastructure.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-33801994.post-1671770075848773752010-12-22T07:23:09.370-06:002010-12-22T07:23:09.370-06:00I had the same problem for a customer who has ATT ...I had the same problem for a customer who has ATT and switched over to Linux a few months ago. All I had to do was re-register the modem via firefox by using the customers ATT user name & password they give when signing up. I advised them to cancel their ATT account. Was it a firmware update on their end that screwed everyone?Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-33801994.post-48894642865434875652010-12-21T17:49:02.368-06:002010-12-21T17:49:02.368-06:00Paul, you're missing the point. AT&T tech...Paul, you're missing the point. AT&T techs should emphatically <b>not</b> be speaking to their customers on the phone like that, your own personal experience notwithstanding. And what if that technician hadn't been there when you were home? Remember that Ken is talking about DSL installations that have happened before Ken gets there. That means...NO AT&T TECH PRESENT to "not be allowed to leave" until things are working, as you put it!<br /><br />This policy by AT&T is terrible. This should be taken up the chain, not just to AT&T, but also the FCC. I say, get a new provider and to hell with AT&T. They're not even the original AT&T, but rather Southwest Bell Corporation who simply renamed themselves AT&T, and SBC has always been terrible.Sum Yung Gainoreply@blogger.comtag:blogger.com,1999:blog-33801994.post-76369448603383116732010-12-20T16:44:30.795-06:002010-12-20T16:44:30.795-06:00Gavin,
The technician who did my install had done...Gavin,<br /><br />The technician who did my install had done another Linux install, one day earlier. It really was "no big deal". The tech was not allowed to leave until everything just worked. That is his job. His supervisors have that expectation.<br /><br />He programed my remote to control the TV. He set the picture to 1080i. He had me Google a random superhero. He even called me before he left, from my driveway, to make sure that the phone install worked.<br /><br />The ADSL that we just took out worked for me for the better part of a decade. The VDSL is working fine. I have previously referred other Linux users in the area to AT&T without issue. I can honestly say that AT&T's service in our area has been working without incident. (No, I am not paid to say that).<br /><br />The official line from the technician is that they are not trained to support the Linux OS. It is a shame, but the tech took notes as I walked through a wireless connection from the 2Wire to Ubuntu. I then disconnected the wireless and repeated the procedure over Ethernet. He took some of my cards just in case another customer needs Linux assistance.<br /><br />Maybe I was lucky and got a great tech, or maybe the community is going about this the wrong way. AT&T technicians are people too. Perhaps they will be willing to learn if we stop belittling them for a lack of support and just teach them.<br /><br />Complaining loudly to corporate is an effective tool, but it is not the only one in our arsenal. We are a grassroots culture. Another use of our time and effort would be to train the techs that come to our door. Cause Linux to spread from the bottom up. Corporate will get the message in due time.<br /><br />Sincerely,<br /><br />PaulAnonymousnoreply@blogger.comtag:blogger.com,1999:blog-33801994.post-16505312011984297292010-12-20T11:53:43.735-06:002010-12-20T11:53:43.735-06:00This Saturday (Dec 18th) I ran into *exactly* this...This Saturday (Dec 18th) I ran into *exactly* this problem when setting up my In-Law's new AT&T DSL service.<br /><br />They only run Linux, I only run Linux. I hadn't seen the ATT Agent's comment about using the 144.160.97.91 address, so I told the web page I was using Windows and clicked "ok" and let the whole process go ahead using the Wine installation on my Ubuntu 10.10 laptop.<br /><br />It worked :-). So Wine is now at the stage where it "just works (tm)" for some pretty sophisticated tasks. Can't thank the Wine guys enough.<br /><br />And AT&T, if you'd just put the 144.160.97.91 address in your quickstart docs, it would save a lot of technical users a lot of trouble.<br /><br />Remember, the technical users are usually the ones who set up and most importantly *recommend* services to non-technical users.<br /><br />Just something to ponder.<br /><br />(Love this blog btw. Thanks Helios !)<br /><br />Jeremy Allison,<br />Samba Team.Jeremy Allisonhttp://samba.org/~jranoreply@blogger.comtag:blogger.com,1999:blog-33801994.post-24385148584539506222010-12-20T09:35:49.980-06:002010-12-20T09:35:49.980-06:00Why would a Linux user need to pirate software we ...Why would a Linux user need to pirate software we have everything we need under GPL. That just shows how little At&t knows.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-33801994.post-88426530550810290412010-12-18T23:16:51.855-06:002010-12-18T23:16:51.855-06:00Paul F. - "I can honestly say that it was no ...<b>Paul F.</b> - "<i>I can honestly say that it was no big deal.</i>"<br /><br />But... you said yourself that your Ubuntu system would not work. So... how can this not be a big deal if you have no access to a Windows system?<br /><br />As in, what if there had been no tech with you? Or what if that tech had had no Windows system?<br /><br />Sure, if you have access to a Windows system right then and there, it would certainly be "no big deal" for that particular instance. But failing that, I would think it would be a <b>very</b> big deal!<br /><br />Basically, I do not understand what you said.Gavinnoreply@blogger.comtag:blogger.com,1999:blog-33801994.post-54272545234902128242010-12-18T19:10:08.186-06:002010-12-18T19:10:08.186-06:00I have to inform you but this is just not an AT&am...I have to inform you but this is just not an AT&T issue. Many of the Cisco product line requires a browser that supports active x controls or your can't manage the box. That's not so bad as their enterprise line has IOS. But the SMB targeted devices do not and yet still have the active x requirement for the web interface.Tucanae Serviceshttps://www.blogger.com/profile/11935170696138248693noreply@blogger.comtag:blogger.com,1999:blog-33801994.post-90001743693358888972010-12-18T12:09:42.825-06:002010-12-18T12:09:42.825-06:00@ Paul
The technician pulled out his laptop (runn...@ Paul<br /><br /><b>The technician pulled out his laptop (running Windows), connected, and I walked through the online registration process on the same website with it.</b><br /><br />And would you have connected if the tech did not hook up his windows laptop to do this?<br /><br /><b>I can honestly say that it was no big deal.</b><br /><br />Sure, with an AT&T tech at one's elbow, it probably wasn't. What about those who get a desktop or laptop with Linux as their only OS and there isn't a tech right there to help?<br /><br />I think that was the point of the article. The author totally agrees. If you have a windows laptop, all is blue skies and rainbow-crapping unicorns.<br /><br />Without that crutch, I am guessing not so much.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-33801994.post-31005756487855322732010-12-18T12:01:47.492-06:002010-12-18T12:01:47.492-06:00Helios,
AT&T just left my house. The truck i...Helios,<br /><br />AT&T just left my house. The truck is still in my driveway. I just switched from AT&T ADSL to VDSL (Uverse) without a problem save one.<br /><br />The website https://lsreg.att.net/LightspeedRegWeb/LSRegController would not appear on Ubuntu even though I had an IP address and was talking to the 2wire. Tracepath showed that all traffic stopped there. The technician pulled out his laptop (running Windows), connected, and I walked through the online registration process on the same website with it.<br /><br />The part that I don't get is now that I am being routed, the registration site works for me. I suspect that User Agent Switcher would have solved the issue.<br /><br />As you can tell, I am now online. As a Linux user, AT&T customer, and CCNA for over a decade (each), I can honestly say that it was no big deal.<br /><br />Sincerely,<br /><br />Paul F. MA<br />A+, Network+, Server+, CCNA, CCAIPaul F.noreply@blogger.comtag:blogger.com,1999:blog-33801994.post-89687265884764213352010-12-17T18:11:02.082-06:002010-12-17T18:11:02.082-06:00ATT Agent - "I am disappointed myself that on...<b>ATT Agent</b> - "<i>I am disappointed myself that one of my fellow agent used the word "pirate" to describe Linux users, but such a comment is no more indicative of AT&T having a policy that Linux users are pirates than a server at McDonalds laughing that you're getting the Diet Coke with the super size showing that McDonalds has a policy against those who drink Diet Coke.</i>"<br /><br />It is precisely the fact that AT&T as a whole does not correct the words and comments of the offending agents that leads people to believe that AT&T as a whole does not care. Inaction can say as much as action. And inaction itself can carry elements of responsibility and liability. All tier 1 agents are customer-facing employees of AT&T, which means by default that they are representatives of the company. What they say is what AT&T is saying to its customers specifically because AT&T is allowing them to talk to customers on its behalf. Ergo, this is what AT&T is communicating to customers, whether or not it intends to do so.<br /><br />From the many independent comments on this blog post alone, it is clear that more than one tier 1 agent is giving the same lines to customers, which you claim is NOT what AT&T is intending to communicate to its customers. (And I certainly have no reason to disbelieve you.) If it is true that AT&T is not intending to say these things to its customers, what changes are being made to rectify this issue? If the answer is none, then it seems clear to me that AT&T does not care. If the answer is anything else, then AT&T at least cares about this issue. But even so, if AT&T does not directly address the issue of offending comments made by its tier 1 agents to its customers, then the changes will always be less than a solution.<br /><br />Personally, I see the fact that multiple tier 1 agents are being allowed to say these sorts of comments to customers over the course of multiple phone incidents, regions, and months as being indicative of a careless company or subsidiary, especially since phone support always comes with the de facto "your call may be monitored for quality assurance purposes" line. You cannot tell me that every single incident being described in these comments has gone unnoticed. If customer-facing employees of the company for which I currently work were caught spreading lies to customers, they would be terminated on the second offense! There is no "three strikes and you're out" when it comes to lying to customers! Not for this company! And yes, I know for a fact that this has happened, so this is no idle threat from HR.<br /><br />Does there exist a similar HR or corporate measure within AT&T? If so, is it being exercised against your offending fellow tier 1 agents? The answers to these questions would be very telling. I encourage you to open a dialog with your own supervisors and/or managers concerning this topic, because I can tell you right now that someone is dropping the ball somewhere. This blog post and its comments alone are proof of that.Gavinnoreply@blogger.comtag:blogger.com,1999:blog-33801994.post-91357128850699409542010-12-17T10:43:48.082-06:002010-12-17T10:43:48.082-06:00@ATT Agent:
If that indeed does work, then consid...@ATT Agent:<br /><br />If that indeed does work, then consider how much bad press AT&T could have avoided by simply checking the user agent string for a browser running on Linux and automatically redirecting to that site rather than blindly asking the user to install ActiveX components.<br /><br />If you have any contact with the guys who maintain the registration website you might mention that failing to do this is generating a good bit of public ill will towards AT&T DSL. They might actually fix it.<br /><br />Unless, of course, as DaveD suggests, AT&T isn't going to lose sleep over driving customers away from a low-profit-margin service...John Hardinhttps://www.blogger.com/profile/02465149724793433817noreply@blogger.comtag:blogger.com,1999:blog-33801994.post-19036356366456859872010-12-16T23:46:50.873-06:002010-12-16T23:46:50.873-06:00Does anyone see these exact trends happening now? ...Does anyone see these exact trends happening now? I sure can... <br /><br />First they ignore you,<br />Then they ridicule you, <br />Then they fight you, <br />Then you win. <br /><br />-GandhiKevin (Whizard72)https://www.blogger.com/profile/17588463367019332598noreply@blogger.comtag:blogger.com,1999:blog-33801994.post-23947658626184554212010-12-16T22:43:43.213-06:002010-12-16T22:43:43.213-06:00"... the tech told me the reason the service ...<i>"... the tech told me the reason the service has slowed down is because I'm running Linux. He said that Linux doesn't run well on a network."</i><br /><br />I'm inclined to agree with the Tech on this, at least on AT&T's IPv6 network. IPv6 DNS on Linux is slower than molasses.<br /><br />It is a bug in the IPv6 routing that needs to be fixed before everyone is forced to switch.Occaisonal AT&T usernoreply@blogger.comtag:blogger.com,1999:blog-33801994.post-1515018570966107492010-12-16T22:28:54.999-06:002010-12-16T22:28:54.999-06:00I went through this same headache earlier this yea...I went through this same headache earlier this year. Since then I've kept a (legal) XP VM around for just such purposes. Shame I have to, but it is the world we live in.<br /><br />http://jeffhoogland.blogspot.com/2010/02/at-linux-is-why-internet-isnt-working.htmlAnonymoushttps://www.blogger.com/profile/17954467314386661328noreply@blogger.comtag:blogger.com,1999:blog-33801994.post-29243640831636938582010-12-16T22:00:42.477-06:002010-12-16T22:00:42.477-06:00I just rolled out AT&T DSL in two separate job...I just rolled out AT&T DSL in two separate jobs in the last two weeks. One was standard issue sticky PPPOE with a static IP and the standard issue little silver motorola DSL modem. Configuring the modem to be a bridge via the web interface was painless and took about 10 minutes and required no active X controls. The same thing is true of the AT&T U-Verse install. AT&T 1st tier support is usually poor regardless of the OS you are using. Issues that are entirely unrelated to OS at all are almost always met with "what".cwizardtxhttps://www.blogger.com/profile/06515237096621929231noreply@blogger.comtag:blogger.com,1999:blog-33801994.post-12137776406041368032010-12-16T17:10:13.282-06:002010-12-16T17:10:13.282-06:00Where the support confusion has come is that our i...<b>Where the support confusion has come is that our installation disk will only work on Windows and Mac systems.</b><br /><br />That isn't the point. No one who has any clue to what they are doing is going to insert a Windows or Mac configuration disk on a Linux install. The problem is either in the modem firmware or on AT&T's end where a script pops up a page that insists a configuration program be installed. Of course, it demands a Microsoft Windows environment to do so.<br /><br />As far as the address 144.160.97.91 goes, I've been dealing with this same problem with friends and family for about two months now and if that is all it takes to bypass the popup from Hell, you have my gratitude. I've searched the internet for such a magic bullet before and haven't found it. The only address most of us know to go to is the one listed on the bottom of the modem, ie. 192.168.1.254 <br /><br />As far as getting to tier two support in my location, the author of this article isn't the only one to have been refused escalation because they were a Linux User. It happened with me with three consecutive ATT DSL CSR's.<br /><br />You won't convince me there isn't something on their screen telling them not to escalate a Linux user. I've never been refused escalation before I called with an AT&T activation in Linux.Brenda Jamesonnoreply@blogger.comtag:blogger.com,1999:blog-33801994.post-62484144199753871462010-12-16T16:24:39.773-06:002010-12-16T16:24:39.773-06:00I work as a Tier 1 DSL customer service representa...I work as a Tier 1 DSL customer service representative and would like to dispel a few things here.<br /><br />First of all, our own internal documentation has those who use the Linux operating system within our scope of support as long as they are using a supported browser. I am disappointed myself that one of my fellow agent used the word "pirate" to describe Linux users, but such a comment is no more indicative of AT&T having a policy that Linux users are pirates than a server at McDonalds laughing that you're getting the Diet Coke with the super size showing that McDonalds has a policy against those who drink Diet Coke.<br /><br />I have certainly helped users on Linux systems register for our service, not to mention Ubuntu. Where the support confusion has come is that our installation disk will only work on Windows and Mac systems. That is certainly true. At the same time, I haven't heard an uproar that Microsoft Word doesn’t work on Linux (without wine, of course). Programs rarely work on every single operating system, and that is the case with our installation disk.<br /><br />That said, there is a simple way for non-Windows and Mac users to register online as long as they are using a Web browser. As long as the dsl light on the modem is green, new users can type in the ip address 144.160.97.91 and that will take them to the registration screens bypassing the downloads that won’t go through on non-Windows/Mac. <br /><br />Users, including those on Linux, can then fill out their account info and set up a member id or get back an existing one. The only difference is after configuring a home page, an error will occur and at that point the user needs to enter their new member id and network password in the gui of the modem.<br /><br />Let me assure you … there is no company policy or rule that we immediately hang up and not help Linux users. If this happens to you, I recommend asking for a supervisor or escalation to tier 2.ATT Agentnoreply@blogger.comtag:blogger.com,1999:blog-33801994.post-3113322919667764352010-12-16T12:20:45.580-06:002010-12-16T12:20:45.580-06:00I just did an install today....
Are you in Texas?...<b>I just did an install today....</b><br /><br />Are you in Texas? We've had the same reports in other parts of the country but here in Texas, we are getting confirmation of the identical problems in Dallas, San Antonio and Austin.<br /><br />Comments above explain why this might be.<br /><br />hAnonymoushttps://www.blogger.com/profile/13978117986484281976noreply@blogger.com