Comcast Sucks. [long]

[M A V I C]

Yesterday I was suddenly unable to send email. What was odd was not only had I not changed anything, but I could connect to neither the comcast SMTP server or other SMTP servers.

I remembered back to an email I received from Comcast which said something about me having a virus. Knowing that wasn't the case, I didn't read the rest of the email. Here's the email in full:

Dear Comcast Subscriber:

ACTION REQUIRED: Comcast has determined that your computer(s) have been used to send unsolicited email ("spam"), which is generally an indicator of a virus. For your own protection and that of other Comcast customers, we have taken steps to prevent further transmission of spam from your computer(s).

Comcast.Net WebMail Users
If you use a web browser to access your email, this change will not affect your service. However, it is important that you take steps to remove the virus and secure your computer(s). Comcast offers FREE McAfee Antivirus and Firewall software for your protection. Visit the Comcast Security Channel (www.comcast.net/security) to take advantage of this free software.

Third-Party Mail Client Users (Outlook, Outlook Express, etc.)
If you use Outlook Express, the steps we have taken will not allow you to send email until you apply a one click fix available at http://www.comcastsupport.com/alternateport. Though this will restore your service, the virus will still remain until you take steps to remove it using the FREE McAfee Antivirus and Firewall software available on the Comcast Security Channel (www.comcast.net/security). If you are using a third-party client other than Outlook Express (Outlook, Eudora, Thunderbird, etc.), please visit http://www.comcast.net/help/faq/TB25.

Comcast is focused on providing a secure internet experience for all of our customers, . Please visit the Comcast Security Channel regularly at www.comcast.net/security to stay up to date with the latest security threats , products, and services

If you have additional questions please visit (www.comcast.net/help) .

Thank you for choosing Comcast!

Sincerely,
Comcast Customer Security Assurance

At first glance I thought the "action required" was for me to download McAfee. Using only Macs and not having an email client configured on my PCs, plus them having been recently formatted, cleaned and external access blocked behind a firewall and NAT, I knew I didn't have a virus. So I ignored it.

Unable to send email, I reread the email and tried step #2. When I did that, it said I needed IE. I tried it on my PC and it was clear it needed IE & Windows. However, it's an application which reconfigures the email client to get around the block. Doesn't help me when I send email from a Mac.

So I contacted Comcast support online via Live Chat. I explained to the guy what was going on. I selected the options to have me routed to the right person, that being trouble sending mail and my email client being Mac Mail. The guy I ended up with stated there are only two reasons I would get such an email - that I had a virus or I was spamming. I said I have a Mac and there are no known viruses for Macs, and I certainly haven't been spamming. So I asked how they determine I was spamming and he said he couldn't tell me because it was "proprietary."

He asked me if I had antivirus software installed. I said no. He suggested I follow the steps in the email. I pointed out, again, that I was on a Mac, the second link didn't work for me on a Mac and the first is for software which is Windows only. He insisted I needed to install antivirus software and that was the only way to get the block disabled.

I repeated that there are no know viruses for the Mac, and certainly none that send spam. So I asked if we could just rule out that as the cause. He said no. I asked him if he was saying there are viruses for Mac OS X and he said the viruses don't matter what platform they're on. He said all it matters is that you have an email client. Knowing that's complete BS, I said to him "Sir, that's simply not the case." He then said "One moment" and then failed to respond for over an hour.

Meanwhile I cited a reliable source (sophos) providing a link and a quote stating there are no know viruses for Mac OS X.

At the same time I posted on other forums looking for workarounds. One person suggested I check to see if my IP had recently changed. I've had the same IP for over three and a half years, but noticed it had indeed recently changed. Looking at my posts here, I discovered it changed when we had the power outage here and I got a new IP on the 18th. The email was dated the 22nd.

It appeared my new IP had been used by a spammer and my old IP had gone to a new home. One forum poster stated he did not think Comcast could block ports based on user, just IP. So if I released my external IP I should be fine. In the middle of file transfers I didn't want to restart my router, nor did I want to shut off the rest of my internet access for a half hour+.

So I called Cocmast. First guy was completely clueless, then we got disconnected while I was on hold. Next person said in order for the block to be removed, I had to not use my account for 48 hours. Not an option. I took a hard line of "I have been unjustly blocked from sending email and this block will be removed immediately." This person was at least knowledgeable enough to rule out a virus since I was on a Mac.

She put me on hold a few times, saying that there's no way she's aware of to get around the 48hr block. I asked if she didn't know, that she transfer me to someone who did. She said she was interested too, so she inquired and found out I can just change my SMTP port and it will be fine. She apologized for the block, and stated the reason for the block was likely that I picked up an IP used by a spammer. She also said this particular block was not limited to 48hrs like she thought. She suggested I shut off my modem for a half hour and try to get a new IP. When I asked what will happen when someone else picks up the IP that has been blocked, she said she wasn't sure.

I can send email again, but have to reconfigure all of my email clients. Hopefully that configuration also works when I'm on the road. The first guy's response pissed me off enough I've sent a formal complaint to Comcast and asked to receive a confirmation that his superiors were made aware of the situation.

[SquishY-BoOtY-Hk]

thats annoying. sorry to hear man...... Maybe its time to put foot in ass?

[Cynite]

That seriously sucks man. I actually recently did a report on Mac Security and there is NOTHING that could be classified as a threat if you have installed anything over 10.1. Anything under that and you have to be using Airport version whatever and have a bluetooth computer to even attract the "virus" much less get it actually attacking you properly. I actually have the "virus" files on my Mac if your interested in taking a look at them.

[M A V I C]

Thanks, but I probably have the files too. So far I have only seen trojans which require user interaction to get them to work.

[Cynite]

Thanks, but I probably have the files too. So far I have only seen trojans which require user interaction to get them to work.

Efficiently spreading can't you tell?

[M A V I C]

Efficiently spreading can't you tell?

¿No Comprede?

[M A V I C]

Since I posted this, I have been unable to send email to a lot of major providers. For example, gmail users wouldn't receive my emails. Apparently the IP I had was blacklisted by other providers as well.

I tried getting a new IP by powering down my modem for an hour and then starting it back up. That didn't work. I did change the MAC address on my router and that instantly gave me a new IP. Port 25 is still blocked, but I can send to other providers now.

[SirChaos]

Man I just read your story man......this needs to be heard.   Any customer should not have to be treated like you were man.

DIGG THIS STORY!!  http://digg.com/apple/Blacklisted_by_Comcast_a_Story

[M A V I C]

I should probably fix some parts of it if it attracts a crowd. If I could copy & paste from the chat I had with them online, I would. I probably didn't emphasize enough that the guy would not move forward with any sort of help until I installed anti-virus software on my Mac.

Edit: Also, I can prove it wasn't my PCs because: I was gone for several days after the power went out. I did plugin my modem and router so when the power came back on my wife could get online. However, I spaced that I ran the ethernet cable from the modem into my UPS's surge protector and the cable was disconnected. This means one of my PCs didn't have internet access for several days. However, it connects via wifi and since it couldn't find its assigned network, it tried to connect to the neighbor's open wifi. Well, when it does it refuses to connect to the previous network even if it's back up. It was several days, and after I received the email from Comcast that I got it connected back to my network.

Also, my other PC was off during that time.

[dr-steve]

The quick and dirty way to get a new IP address, no waiting:

Comcast bases its IP assignments on the MAC address of the device plugged in to the modem. New MAC address, recycle the modem, get a new IP address.

The expensive solution: buy a new router. (Or use a buy-return at your computer store; I view this as unethical, though).

The less expensive solution: Most modern routers have MAC address spoofiing. Find a NIC you aren't using, grab its MAC address, and hand-enter it into your router. The router will use that (new) MAC address; cycle the router and modem, you'll have a new IP addr.

Good luck,

Steve

[sir_lunatic]

Man, ignorant people crack me up. Get a clue. Look its simple, the Comcast EULA strictly forbids you to send unsolicited email  with their service. They detected that you sent unsolicited email. They don't know how you have your network setup or what type of computers you use, nor do they care. All they can do is give you suggestions. Its up to you to fix the problem. Oh and by the way, your pc's don't need an email client to send email, nor does a mac. Get a frigging clue and quit your bitching and find and fix the problem. It could be a Trojan (hint: Trojans aren't viruses) and yes they exist for pc's as well as macs. And don't bother trying to argue that point, you'll just show more of your ignorance. Or, could it be an unsecured wireless AP. Maybe its a neighbor using your connection. Who knows, its up to you to figure it out. There are too many possibilities to list. But its up to you the person who agreed to the EULA to figure it out. And you say Comcast sux. Just image what they are saying about you in that call center.

[TheUrbane]

I used to work for support for an online poker company. When they released a mac client it was found that I was the only person in the place with any clue as how to answer questions from those customers.

This work was enjoyable as the mac users I came across were either better educated or just thankful to have someone know what they were talking about.

Our software developers were typical, uninterested and uninformative but I communicated with them to let them know of common bugs etc.
Not wanting to be the only one in the place with a clue I wrote procedures for dealing with mac software problems and held educational seminars.

Unfortunately the job was not going anywhere, they would not recognize that I wasn't just another call monkey or that I was of value to the organization. I quit despite liking my job and my managers realizing that if I continued for another 5 years I would gain no useful experience for a better job and would be no better off financially. Perhaps this is why call centers only contain rare gems like the lady you were finally able to contact.

I don't expect any service that I sign up to to give me support since I reached the top level of Apple's support a few years ago without a decent answer.

[PRocker267]

Man, ignorant people crack me up. Get a clue. Look its simple, the Comcast EULA strictly forbids you to send unsolicited email  with their service. They detected that you sent unsolicited email. They don't know how you have your network setup or what type of computers you use, nor do they care. All they can do is give you suggestions. Its up to you to fix the problem. Oh and by the way, your pc's don't need an email client to send email, nor does a mac. Get a frigging clue and quit your bitching and find and fix the problem. It could be a Trojan (hint: Trojans aren't viruses) and yes they exist for pc's as well as macs. And don't bother trying to argue that point, you'll just show more of your ignorance. Or, could it be an unsecured wireless AP. Maybe its a neighbor using your connection. Who knows, its up to you to figure it out. There are too many possibilities to list. But its up to you the person who agreed to the EULA to figure it out. And you say Comcast sux. Just image what they are saying about you in that call center.

I registered to this forum solely to reply to you. You need to keep your fracking mouth shut. He has every right to say that comcast sucks because after what they have put him through, lets review, the power went out forcing him to get a new IP, in return he is listed and FALSELY accused as a spammer and his account was locked. Comcast is not looking like the holey grail of providers so far. Lets continue shall we, next they fail to provide support for Macintosh customers, not everyone in the world uses Windows, including myself. Strike two for comcast. Moving on, when he calls the support center, they refuse to accept the fact that he is using OS X and says that he has a virus and needs to install McAfee, an impossible task as he stated. Not only are they platform illiterate, but they tell him to "Please Hold" so that they can hang up on him. And finally, they don't have the best policy. It is EXTREAMLY easy to be thought of as a spammer when you have the same IP for 3 years and suddenly it falls into the wrong hands. They need to be more flexible with their spammer policy, many people simply cannot afford not to use their account for 48 hours, and for that to be his only option to get his account back is absurd.  So as you can see this is in NO way Mavic's fault, it is entirely comcast so who the frack are you to take comcasts side and say they did nothing wrong? Think before you speak next time.

[Dargus Kelen]

Excuse me, but he was not sending unsolicited mail, he was just the unlucky recipient of an IP of someone who did.  And if you look around this site, you will realize that MAVIC is more qualified than most of us in the area of security. 

So, sir_lunatic, I believe your name fits.  If you had read anything that was posted, you would realize your mistake.

[sir_lunatic]

Once again ignorance is a futile fight. Typical fire and forget. First he isn't telling the whole truth. Second, Comcast does cover their tracks when initiating a EULA infringement. All I will say is mac addresses registered from cable modems and logs. If it was a hit and run spammer, it would have been tracked to the spammers modem. Again get a clue.

Now I am in no way a COMCAST advocate but lets put blame where it belongs instead of spreading FUD and jumping on the "(insert ISP here) sux" bandwagon.

Oh and if MAVIC is more qualified than most in this forum, than it is truly a sad day.........

TAH TAH