This is a chat I had with Charter Communications when I was unable to reach a specific domain
Dan, you are currently number 1 in the queue... Thank you for your patience!...
You have been connected to Juvy.
Juvy: Hello, Dan! It's a great day here at Charter Communications! I am Juvy. How can I make you smile today?
Dan: Hi Juvy, I'm unable to reach this web address: http://developer.lgmobile.com
Juvy: That is bad news.
Juvy: Can you try adding an s to http?
Juvy: Try https://developer.lgmobile.com
The agent is sending you to https://developer.lgmobile.com.
Juvy: Please click on that link.
Juvy: Does it work, Dan?
Dan: no, unfortunately not
Juvy: What is the error message?
Dan: I have performed a tracert and have the results for you if that would help
Juvy: Thank you for the information, Dan.
Juvy: What is the error message?
Dan: The error message is "This webpage is unavailable"
Juvy: Let me please ping the site, Dan.
Juvy: It is not returning any results.
Juvy: Have you tried it from another browser?
Dan: yes
Juvy: Can you try releasing and renewing your IP address?
Dan: I've already tried that as well
Dan: it's been this way for a few days now
Juvy: Do you have another error message aside from that?
Dan: I have the results of a tracert, may i send that to you?
Juvy: Let me please check your traceroute result, Dan.
Juvy: I was about to ask you.
Juvy: Thank you.
Dan: There isn't enough room to paste all of it here, so I will just show you where the problem is:
Dan: 12 23 ms 23 ms 24 ms bbr01gnvlsc-bue-1.gnvl.sc.charter.com [96.34.0.43]
13 28 ms 28 ms 28 ms chr-edge-02.inet.qwest.net [63.148.64.145]
14 * * * Request timed out.
15 100 ms 99 ms 97 ms 211.40.6.57
Juvy: Thank you .
Juvy: That is a business site, right?
Dan: yes, I believe so
Juvy: What firewall do you have?
Dan: it's LG mobile's site
Juvy: Thank you.
Juvy: What firewall do you have, Dan?
Dan: I have the normal windows firewall on my computer
Juvy: Can you please try disabling it first then try to access the said site?
Juvy: How is it going, Dan?
Dan: I've disabled the firewall, but that didn't help
Juvy: Thank you.
Dan: according to the tracert it appears the error is occurring outside of my home network
Juvy: You are correct.
Juvy: I suspect the said site is currently down.
Juvy: Have you tried calling LG office?
Dan: The site is reachable from other networks. can you access the site?
Juvy: No, I can't.
Dan: http://www.isup.me/developer.lgmobile.com
Juvy: Charter may be blocking the said IP.
Dan: is there an email address that I can send my tracert in order to help charter figure out the problem?
Juvy: I am so sorry but I cannot receive emails from customers. Dan, it would be best of you call us and ask if this site is being blocked by our security system.
Juvy: The number to call is 1-888-438-2427.
Juvy: I do not have the tools to check on that.
Dan: Explaining the situation over the phone is quite difficult. Can you create a ticket for me with your tech support?
Juvy: Sure, I can.
Juvy: I have a better way to help resolve this issue, Dan.
Juvy: May I please transfer you to a supervisor so they cn make a request to our Dispatch Team to check on this connectivity issue?
Dan: sure thank you
Juvy: You are welcome, Dan.
Juvy: Thank you for helping me resolve your issue.
Juvy: Are there other concerns before I do that?
Dan: here is a document that shows the whole tracert:
Dan: http://bit.ly/X5y8bj
Dan: no concerns, I just want to make sure Charter is aware of the problem on their network
Juvy: Thank you for providing me th result, Dan.
Juvy: I am so sorry for the inconvenience.
Juvy: Please stay online.
Dan: ok, thank you
Juvy: I am taking notes on this.
Juvy: You are welcome!
Juvy has left the session.
Please wait while we find an Advisor to assist you...
All agents are currently busy. Please stand by.
All agents are currently busy. Please stand by.
You have been connected to Tim.
Tim: Hi, my name is Tim. Welcome to Charter's Live Online Chat! May I please have a few minutes to review the chat notes?
Dan: Yes, please do. Thank you
Tim: Thank you Dan.
Dan: Sure thing
Tim: Okay Dan, I read this. How can I help you?
Dan: I'm unable to reach developer.lgmobile.com and I wanted to make sure Charter was aware of the issue so they could resolve it
Dan: The domain is accessible from other networks: http://www.isup.me/developer.lgmobile.com
Tim: Thank you. I apologize for the transfer to me Dan. To have this reported, I will need you to get to an Internet specialist.
Tim has left the session.
Please wait while we find an Advisor to assist you...
You have been connected to Geno.
Geno: Hi Dan. This is Geno from Charter Technical Support. Let me read your chat session with the previous agent so I can address your concern better.
Dan: Yes, please do. Thank you
Geno: You're welcome.
Geno: Thank you for bringing this up to our attention, Dan.
Dan: You're welcome. Is it a problem you can resolve?
Geno: Is this the only website you are having problems with?
Dan: Yes
Geno: Okay. Are you able to access the website on other computer?
Dan: No other computer from my home, but I'm able to access it from my phone and computers not on Charter's network in my area.
Dan: As you can see here the domain is accessible from other networks: http://www.isup.me/developer.lgmobile.com
Dan: Are you able to access the domain?
Geno: Can you please give me a couple of minutes to try?
Dan: sure
Geno: I am not able to access the domain.
Dan: As stated above I performed a tracert that seems to show where the problem is occuring: http://bit.ly/X5y8bj
Geno: Okay. Unfortunately, I am not able to open the link you provided.
Dan: Are you receiving an error?
Geno: Yes, but the error is with in my end. I am not able to open links like that.
Dan: What does the error say?
Geno: My browser has a restriction, Dan. It says "Access Denied" because I am not able to open inks like that. Like what I have said, my browser has a restriction and unable to access other sites.
Dan: Maybe this link will work better, it goes directly to the document:
Dan: https://docs.google.com/document/d/1ZvmqvXEJQ0MbFULVWVRO33vjjh82miM6Os-izcmitUQ/edit
Geno: I am still not able to open the link. Please don't worry, if I am not able to access it.
Geno: What error message you get when you try to access the link?
Dan: The error message is "This webpage is unavailable"
Geno: I believe the site is down. Please try to access it after 24hours.
Dan: The site is not down, it is accessible from other networks as you can see here:
Dan: http://www.isup.me/developer.lgmobile.com
Dan: It is only a problem on Charter's network. Is it possible for you to create a ticket about this issue?
Geno: Yes, sure.
Geno: I will also place a note on the account about this.
Dan: Please include this in your ticket if you don't mind:Unable to reach developer.lgmobile.com from Charter's network
Link to tracert: http://bit.ly/X5y8bj
Geno: Yes, of course.
Dan: is it possible for me to be notified by email of progress on this ticket?
Geno: Yes, of course. I will set [redacted] as your contact email address.
Dan: Thank you. Is it also possible to have a record of this chat sent to my email address?
Geno: Unfortunately, I am not able to send a you a copy of this chat.
Dan: Ok
Geno: Is there anything else that I can assist you?
Dan: No thank you
Dan: Have a nice day
Geno: You're welcome.
Geno: You are a very wonderful customer. I had a great time chatting with you.
Geno: I hope I made you smile.
Geno: All your comments are greatly appreciated.
Geno: As a reminder, we will send notifications about the changes on your account at [redacted]. Thank you for choosing Charter Communications.
If you have further questions, please chat with us again. Our Chat Support is now available 24x7 or visit http://ask.charter.com/index.jsp for frequently asked questions regarding your service. You can also reach us at 1-888-4382427. Have a great day!
If you require further assistance, go to www.charter.com/contact
Your session has ended.
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