Re: Wanted: Clueful Individual @ TeleGlobe.net

["Chris" <chris () bgpconsulting com>]

You have to remeber that most major providers don't have time to mess with
non customers. If you want to get any kind of resolution you need to send
email to there noc and open a ticket with your provider, because that is who
AT&T or TeleGlobe is going to work with. Also by opening a ticket with your
provider you let them clear the return path through there network(which is
almost always diffrent that your path there), and you also don't bug people
on nanog with mail like this.
       Chris
----- Original Message -----
From: "Troy Davis" <troy () nack net>
To: "Derek J. Balling" <dredd () megacity org>
Cc: <nanog () nanog org>
Sent: Sunday, July 16, 2000 3:43 AM
Subject: Re: Wanted: Clueful Individual @ TeleGlobe.net


> On Sat, 15 Jul 2000, Derek J. Balling <dredd () megacity org> wrote:
>
> > Sample snip from phone call:
>
> This mirrors my experience with the AT&T NOC on Friday after seeing
latency
> between GlobalCenter and AT&T.  The GlobalCenter NOC had no problem
opening a
> ticket without caring whether I was a customer or not.  They spent a few
hours
> on it and said it appeared to be an over-loaded AT&T router.
>
> Not entirely sure of that - and if it was true, wanting to see what AT&T
> was doing about it - I called AT&T, was transferred 3 times to reach the
IP
> folks, and was promptly stonewalled.
>
> The level 1 tech didn't know latency from Adam but wasn't willing to find
> someone who did.  He said he couldn't open a ticket for a non-customer
> and we argued for 10 minutes about what to do next - hang up or talk to
the
> next guy up the chain.  I convinced him that it was an actual issue and
that
> he should indeed tell his boss - or maybe he just got tired of talking.
>
> Anyhow, his boss came on the line and said the same thing, emphasizing
that
> they couldn't open tickets for non-customers.  Even informing him that
AT&T
> customers were calling us to complain and that AT&T users were affected
> didn't help.  This guy claimed to be the engineering manager and said
there
> was nobody above him to go to.  We talked for a while - 10-20 minutes -
and
> apparantly he finally got tired too, since he took my name/number.
>
> A couple minutes later I got a call from a third guy there, who said that
> any issues were between AT&T and GlobalCenter and that I had no business
> calling.  I asked if there was an open ticket or even someone addressing
it
> and he had no idea.  He didn't seem to know any more about networking than
the
> first guy.
>
> The most discouraging part was that the last two people understood that it
was
> a service-affecting problem and yet hadn't been given any procedures to
solve
> it.  It felt like I was asking a secretary - they all stated that they
> understood it was a problem but couldn't do a damn thing.
>
> I ended up sending a note to noc () att net telling them the problem, my
support
> story, and noting that their NOC folks couldn't do any of these things
(all of
> which I asked to do):
>   - open a trouble ticket for a non-customer
>   - transfer me to someone who could
>   - transfer me to the IP engineers
> - verify/deny that the problem was within AT&T (a traceroute, perhaps?)
>   - call GlobalCenter and work on the ticket I had open with them
>   - provide me with an escalation or complaint path, either for the
original
> problem or to complain about the NOC's useless procedures
>
> .. any of which would have been more useful than hanging up and sending an
> email.  I still haven't received a reply or even an automated ticket #.
>
> Cheers,
>
> Troy