North American Network Operators Group|
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Where does the buck stop?
On Fri, 29 Mar 2002, Mark E. Mallett wrote: > BTW as I mentioned when I contacted Genuity, they advised me to contact > UUnet directly. So by inference at least one large carrier (Genuity) > seems to feel that contacting them directly is appropriate. I believe this is the problem. Providers can't expected to have it both ways. If you are a customer of provider A, and the problem is inside providers B network what is the appropriate method to get provider B to fix the problem? 1. Call provider A. Open a trouble ticket. Provider A forwards the ticket through the chain of providers to Provider B. Provider B accepts the trouble ticket. B find the problem in their network and fixes it, closing the trouble ticket back to A. 2. Call provider A. Provider A says its not a problem with A's network and closes the ticket. A tells customer, call Provider B. User looks up Provider B's contact information. User calls Provider B and is told, we don't take calls from non-customers, call Provider A. Rinse and Repeat. 3. Call lawyer. Sue Provider A and B for tortious interference with the user's peaceful enjoyment of the Internet by negligently and/or fraudently propagating false routing information and failing to correct the problem after being notified by the user. I think method 1 is the best way to handle the situation. Unfortunately, most of the time method 2 is what happens. Eventually, someone will try method 3, and I don't want to be around when that happens.