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Sunday, July 19, 2015

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Removal of 10.x LAN IP Allocation Option from U-verse CPE

This article provides agents with additional information regarding the removal of the 10.x LAN IP allocation option from U-verse CPE.

Due to a network enhancement and associated firmware upgrades, the private 10.x block is no longer available for use by customers. 

Notification of the upgrade began April 27, 2012. The upgrade was processed on July 5, 2012. 
  • U-verse equipment uses the 192.168.1.x private IP addressing scheme on the LAN side of the connection by default. 
  • Some customers may change the default setting to another IP addressing scheme such as 172.x or 10.x. Customers can still customize the private LAN addressing scheme, but cannot use 10.x as one of their options. 
  • Customers who currently have their CPE configured to use the 10.x block were notified that they need to change their internal LAN Dynamic Host Configuration Protocol (DHCP) range. Customers may call Consumer Care requesting assistance in completing this task.
Customers using 10.x:
  • To avoid disruption in service, customers with existing 10.x were expected to change to another private LAN IP block before June 6, 2012.
  • Have a flash placed on their account in Clarify CRM identifying them as using 10.x.
  • May believe the CPE is defective, since they were able to use 10.x previously and now 10.x is not permitted.
Notification examples:
  1. Apologize to the customer for the inconvenience.
  2. Refer customers to the e-mail or letter they received. 
    • The letter provides a special number for free assistance in helping to reconfigure the RG.
    • Do not share the special number with customers who did not receive the letter/e-mail.
Notes:
  • Do not assist with the reconfiguration of the RG or the customer's LAN removal from 10.x. Follow the Out of Scope path from within WFE and refer the customer to the information in the e-mail/letter. 
  • Do not attempt to sell or refer the customer to the ConnecTech/Tech 360 number that WFE provides. They should use the number in the e-mail/letter they received instead.
  • Provide the number referenced in the e-mail/letter or provide Web site att.com/lansettings for additional information.

AT&T delivered a technology upgrade to customers’ U-verse gateway equipment. As a result, a small percentage of customers must reset their network settings. 

Why did we make this change?
This upgrade is necessary to continue delivering quality service and features to our expanding base of U-verse Internet customers. It features several benefits, including a fix to a Wi-Fi wireless connection issue.

How many customers does this affect?
Our records indicate that a fraction of a percent of our customers have configured their Gateway IP settings in the 10.X range, which is no longer supported after the upgrade.

Will this affect other equipment customers have connected to their U-verse gateway?Some customers, depending on their current settings, may have to manually reset the IP configurations on devices they have connected through their Gateway. U-verse TV customers with DVR service may be unable to access previously recorded programming after the upgrade takes place or after they change their settings. 

What are we doing to support these customers?Instructions are available through our self-service Web site at http://att.com/lansettings. If customers need additional support, they will receive live technical support at no cost by calling:
  • AT&T ConnecTech at 855-210-3637 (for residential customers)
  • AT&T Tech Support 360 at 866-657-2041 (for small business customers)
Does this mean customers have to change their network settings on the AT&T router and the devices connected to it?Devices connected to AT&T’s router may not need to be re-configured if those devices automatically obtain their IP addresses, as in the case of devices utilizing DHCP.

Is there an alternative option if the customer does not want to change the settings on their connected devices?Customers may use their own router between AT&T’s router and the rest of their network (devices on their LAN). If assistance is needed with a non-AT&T device, we recommend contacting that router’s manufacturer.

Does this upgrade mean we are deploying carrier-grade NAT to customers?While we are managing use of IPv4 addresses closely, this upgrade is not a carrier-grade NAT deployment. We have not deployed carrier-grade NAT to our customers.

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