North American Network Operators Group

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Re: Help with bad announcement from UUnet

  • From: Stephen J. Wilcox
  • Date: Sun Mar 31 06:59:15 2002


1. Customers are always telling us its a problem at our end and it never

2. If we have any outage its always picked up by our network tools

Perhaps I'm being too black and white tho.. if -you- found a problem on my
network, you'd probably email [email protected] and perhaps run a whois at RIPE/RADB
and get a couple more noc contacts. 

Now if you email those addresses you will get a response and you will have
someone look at your issue.

The difference is that by knowing these addresses we can assume you're
reasonably technical and quite possibly have a point.

Another difference is that we're not UUNET, and their network can affect a
lot of people and they will get lots of wrong diagnosis to their email and
support line, so this doesnt scale well. Having said that I think I know
enough addresses to still get in contact and thats also true for most
other large NOCs..


On Sat, 30 Mar 2002, Rachel K. Warren wrote:

> On Fri, Mar 29, 2002 at 12:07:06PM +0000, Stephen J. Wilcox wrote:
> >
> > Why should they talk to you? You're not a paying customer..
> > 
> > I get very upset when customers of customers start phoning us up.. 
> This really bothers me.
> So, if you are starting to have a major outage because of a 
> configuration change, or a circuit goes down, or whatever else might 
> happen, and the first person who contacts you is not a customer, you 
> are going to ignore it, especially if your network tools haven't 
> picked it up yet?  
> In another lifetime ago I was working at a network where Gamer 
> Tickets (people playing Everquest and those types of games) would 
> sometimes see the problem before our network tools picked it up.  The 
> Gamers were not direct customers, but we worked on their problems, 
> because a portion of the time there actually was a problem with the 
> network that should be fixed immediately before our Big Customers Who 
> Paid The Company Lots of Money started to call and want SLA or threaten 
> to (and sometimes did) go to another provider.
> You can also think of it in the respect of potentially making more money in
> the long run.  If you provide some service to a non-customer and their 
> upstream doesn't provide any, there is a good chance these non-customers 
> turn into customers by purchasing service directly from you instead.
> Rachel

Stephen J. Wilcox
IP Services Manager, Opal Telecom
Tel: 0161 222 2000
Fax: 0161 222 2008