[194491] in North American Network Operators' Group
Re: Frontier
daemon@ATHENA.MIT.EDU (Matt Hoppes)
Tue May 2 21:27:11 2017
X-Original-To: nanog@nanog.org
From: Matt Hoppes <mattlists@rivervalleyinternet.net>
In-Reply-To: <CALKrK4kEzNHiF-0fj3gFb6qhJ2rUagCfpNjVJR_WhpwfdAtnzQ@mail.gmail.com>
Date: Tue, 2 May 2017 21:27:06 -0400
To: Eric Dugas <edugas@unknowndevice.ca>
Cc: NANOG <nanog@nanog.org>
Errors-To: nanog-bounces@nanog.org
Someone did. Unfortunately response time through frontiers NOC seems to have=
gotten terrible since the acquisition of many Verizon properties.=20
When ever we have issues it's the norm to wait two to four hours before we h=
ear anything back and often the NOC scrambles the information.=20
50% of the time when we call in for ticket updates the ticket has been close=
d or can't be found. Hang up. Call back now it's found.=20
And several times the ticket had been closed without confirming with the end=
user the issue has actually been fixed.=20
It's terrible. =20
> On May 2, 2017, at 9:09 PM, Eric Dugas <edugas@unknowndevice.ca> wrote:
>=20
> I hope someone contacted you off-list because their NOC's answer was unacc=
eptable.
>=20
> Pretty sure it's a human error and not malicious but network operators hav=
e to react quickly to this type of issue.
>=20
> Several days? Even several hours is a ridiculous response time. Contact th=
eir upstream providers and mention they (the upstream) are not doing their j=
ob by filtering their customer's BGP announcements. Contact IXes (if they're=
connected to any), peers, etc. Rinse and repeat.
>=20
> At last, threaten them with legal actions by sending angry emails or calls=
to senior ops/management/marketing/legal department.
>=20
> On May 2, 2017 17:14, "Matt Hoppes" <mattlists@rivervalleyinternet.net> wr=
ote:
> I need a network administrator from Frontier to contact me ASAP regarding B=
GP advertisement of a block that needs to stop please.
>=20
> We are down. Have been told it will be several days until restoration. And=
frontier is advertising our ips so I can't even advertise them out a differ=
ent route.
>=20
> The NOC had been completely unhelpful.
>=20
> 570-707-3000
> mhoppes@rivervalleyinternet.net
>=20
