Re: To CAIS Engineers - WAKE UP AND TAKE CARE OF YOUR CUSTOMERS

[Mike Leber <mleber () he net>]

My condolences to you and your situation.  This post would be more
appropriate for inet-access or perhaps as an email to the executive staff
of CAIS.  This is NANOG.  End user DSL support (and lack thereof) problems
don't belong on this list.  I appreciate your effort to publically shame
them into helping you or merely as a form of payback.  However, every
other network operator (backbone operator) other than CAIS could do
without the rant.  C'mon, you're wearing out my "D" key.  ;)

Mike.

On Sun, 13 May 2001, John Palmer (NANOG Acct) wrote:

> <FLAME ON>
>
> It has been a trying time at CAIS in the last few days, I'm sure.
>
> PSINet dumped all of their DSL customers onto CAIS. Covad is the backhaul
> provider for them both. Need I say more?
>
> Bottom line, I dont know how many thousands of people were without service
> for more than a day because the whole transfer was botched.
>
> We have a situation where we had a DSL connection from PSI and were using
> our own  IP addresses. Problem is that no one changed the
> routing tables and the packets dead-ended at PSI.
>
> Getting CAIS to fix this problem has been a nightmare. At first, PSI didnt
> stop announcing the routes and now that they have, it seems that
> CAIS will not announce the routes till Monday becuase "no one at our NOC
> knows how to do this and the one guy (ONE GUY IN THE WHOLE
> COMPANY - AND THEY ARE A NATIONWIDE PROVIDER????) who knows how doesn't work
> weekends."
>
> Bottom line from CAIS:" S***W the customers, we dont work weekends. We don't
> care that your entire business has been dead in the water since
> Wednesday, you can go to H**L, we'll get to it Monday, if we feel like it."
>
> Our lawyers are looking at what actions we can take against them. It may be
> trickey, but we will try.
>
> Needless to say, we will be moving our connection. I have some choice words
> for them when they send us our first monthly bill, which I'm certain, they
> will do on weekends just fine.
>
> IF SOMEONE IS THERE AT CAIS - GET OFF OF YOUR LAZY A** AND PUT THOSE
> ANNOUNCEMENTS INTO YOUR BGP4
> TABLES TODAY (NOT MONDAY, NOT LATER IN THE WEEK)- THERE ARE ABOUT 6 OF YOUR
> CUSTOMERS (NOT JUST US)
> WHO ARE DEAD IN THE WATER BECAUSE YOU ARE TOO LAZY TO DO A 20 SECOND JOB.
>
> <flame off - sorry to the list for being so loud>
> John

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