North American Network Operators Group

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Re: What to do when your ISP off-shores tech support

  • From: James Michael Keller
  • Date: Tue Dec 30 11:31:26 2008

Matthew Black wrote:
I've had difficulties reaching anyone with a brain
at my DSL provider Verizon California.

I can reliably ping the first hop from my home to
the CO with a 25ms delay. But if I ping any other
location, packets get dropped or significantly
delayed. To me, this sounds like Verizon has an
internal routing problem rather than a problem
with my phone line. Note that it rained recently
in our area and the cable vault in front of my
is usually covered with stagnant water because
the gutters don't drain it away.

I have tried to explain this to tech support but
they refuse to go off script, even the supervisors.
They keep insisting on sending a tech to my home
when I suggest this should be escalated to their
network operations team.

Anyhow, if I can reliably ping the first hop
from my home, would that eliminate my telephone
connection as part of the problem? Just a sanity
check on my part. Thanks.

matthew black
california state university, long beach

Are you seeing drops or slow response times for the Verizon hops but not for the last hop destination?

If so, remember that most of the larger ISPs will be rate limiting non-admin (ie from their support network ranges) traffic directed to the enterprise equipment. This means they will either ignore or delay responding to ICMP requests directed to their own IP addresses vs forwarding traffic.

If your seeing about the same for the destination and for the intermediate hops then it's more likely an issue on the Verizon network.

James Michael Keller