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North American Network Operators Group Date Prev | Date Next | Date Index | Thread Index | Author Index | Historical Re: Wanted: Clueful Individual @ TeleGlobe.net
On Sat, 15 Jul 2000, Derek J. Balling <[email protected]> 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 [email protected] 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
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