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Re: GBLX congestion in Dallas area

  • From: Rachael Treu Gomes
  • Date: Tue Jun 07 16:34:59 2005

On Tue, Jun 07, 2005 at 12:34:33PM -0400, Joel Perez said something to the effect of:
> I totally agree with you Richard.

So do I, but probably more so with his encouraging your patience than you 
appear to. 

> But, in this case all im getting is the run-around from GBLX when
> calling them about it. I managed to open up a trouble ticket with them
> but their Techs weren't telling me anything other than they will look
> into it and call me back.

Just out of curiosity, why did you phrase the above as "*managed* to open
a trouble ticket"?  Did GBLX's unwillingness to describe the nature of 
the outage that you allege also extend to their willingness to help you
in general?  What you're saying sounds as though they were both relucatant 
to open a ticket for you *and* to tell you why they wouldn't and, frankly, 
I find that difficult to believe.

I haven't (and I wouldn't want to either, as I've seen how much interference 
they have to run and how much ebb and flow is involved in the climate and 
the info they receive), but If you have ever been in the employ of a 
provider's customer-facing NOC during an outage, you know the following: 
while it is standard practice to give at least short-but-informative 
answers to customer questions in those situations, it is imperitive that 
task priority also be lent to remediation of the problem and managing call 
volume, particularly in the early stages of an incident.

(By my estimations based on when you started querying this list, you called 
GBLX within an hour of the fiber cut, when it stands to reason that the 
providers are doing their own recon on what happened and are less likely to 
be able or willing to disseminate what may amount to misinformation.)

Also, are you aware that the groups handling customer circuits and calls 
is often disparate from the one managing the state of a backbone outage?  

> Even though I am a customer, im not getting any answers so I tried the
> list as a last ditch effort to get some info.

How last ditch, by the way?  How many people did you talk to?  

By no means am I trying to antagonize you with these questions, but am 
taking the opportunity to conduct my own study on the average customer 
threshold for information gathering and return on investment in 
informational resources made available to them. 

Good luck,
> --------------------------------------------
> Joel Perez    |  Network Engineer
> 305.914.3412  |  Ntera
> --------------------------------------------
> -----Original Message-----
> From: Richard A Steenbergen [mailto:[email protected]] 
> Sent: Tuesday, June 07, 2005 12:28 PM
> To: Joel Perez
> Cc: [email protected]
> Subject: Re: GBLX congestion in Dallas area
> On Tue, Jun 07, 2005 at 12:09:26PM -0400, Joel Perez wrote:
> > 
> > Is anybody seeing any congestion in the Dallas area for Global
> Crossing?
> > 
> > I'm seeing packet loss to some of my equipment up there.
> There is a large fiber cut in the area (somewhere between Dallas and 
> Houston), affecting a lot of capacity coming out of Dallas on several 
> carriers (including GX and Qwest at the very least). Two of our OC48s on
> this path have been down since around 14:57 UTC.
> That said, this isn't the proper place to whine about congestion.
> Normally 
> I would say that is what customer support numbers are for, but since
> there 
> is nothing they can do to splice it any faster, I'm going to recommend a
> healthy dose of suck it up and deal. :)
> -- 
> Richard A Steenbergen <[email protected]>
> GPG Key ID: 0xF8B12CBC (7535 7F59 8204 ED1F CC1C 53AF 4C41 5ECA F8B1
> 2CBC)

rachael treu gomes                            [email protected]
               ..quis custodiet ipsos custodes?..
(this email has been brought to you by the letters 'v' and 'i'.)