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Packet loss

Trusted Forum Contributor

Packet loss

Does anyone know who we're supposed to contact for packet loss issues? Do business class customers have any type of NOC contact? I'm not looking for a reply from NOC,  just looking for a place to send the data so they know. 

Community Manager
Community Manager

Re: Packet loss

Hello kraze,

 

Welcome to the forum.

Our technical support can assist you via phone 24/7 (1-800-391-3000) or you can always post your data on this forum for the community to assist.

 

At this time our NOC team does not have a direct contact method.

 

 

Thank you

Trusted Forum Contributor

Re: Packet loss

I did try the technical support. The first guy didn't know what packet loss was, the second lady was baffled and she sent me to residential wireless. He tried his best but ultimately sent me back to business class and I got another lady who didn't understand packet loss either and pretty much refused to send a request to tier 2 about it. Finally, after calling my sales rep he connected me to an extremely nice lady who submitted a request to tier 2 support.

 

Inbound - ending IP had to be removed due to it being work sensitive

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 192.168.1.1 - 0 | 1067 | 1067 | 0 | 0 | 3 | 0 |
| 10.1.10.1 - 0 | 1067 | 1067 | 0 | 0 | 9 | 1 |
| 96.188.38.1 - 0 | 1067 | 1067 | 7 | 9 | 24 | 13 |
|te-8-2-ur01.placerville.ca.ccal.comcast.net - 0 | 1067 | 1067 | 7 | 11 | 191 | 9 |
| 69.139.222.33 - 0 | 1067 | 1067 | 11 | 19 | 109 | 19 |
|he-1-3-0-0-10-cr01.losangeles.ca.ibone.comcast.net - 0 | 1067 | 1067 | 19 | 23 | 37 | 22 |
| xe-9-0-3.lax20.ip4.tinet.net - 1 | 1048 | 1043 | 18 | 29 | 132 | 20 |
| xe-10-0-2.sea23.ip4.tinet.net - 2 | 1020 | 1008 | 41 | 45 | 115 | 43 |
| internap-gw.ip4.tinet.net - 1 | 1028 | 1018 | 38 | 41 | 71 | 39 |
| border9.t7-1-bbnet1.sef.pnap.net - 2 | 1016 | 1003 | 38 | 52 | 369 | 42 |
| XXX - 2 | 996 | 978 | 38 | 41 | 87 | 47 |
|________________________________________________|______|______|______|______|______|______|

Outbound - Starting IP had to be removed due to it being work sensitive

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
|XXX- 0 | 1299 | 1299 | 0 | 5 | 321 | 19 |
| core1.t6-2-bbnet2.sea.pnap.net - 0 | 1299 | 1299 | 0 | 0 | 47 | 0 |
| tengigabitethernet3-4.ar7.sea1.gblx.net - 0 | 1299 | 1299 | 0 | 5 | 194 | 88 |
| 208.178.58.90 - 0 | 1299 | 1299 | 21 | 23 | 76 | 23 |
|pos-2-12-0-0-cr01.seattle.wa.ibone.comcast.net - 0 | 1298 | 1298 | 20 | 22 | 82 | 22 |
| 68.86.92.182 - 0 | 1298 | 1298 | 23 | 27 | 152 | 23 |
|te-9-3-ur01.placerville.ca.ccal.comcast.net - 0 | 1299 | 1299 | 25 | 26 | 205 | 30 |
|te-3-0-0-ten01.placerville.ca.ccal.comcast.net - 1 | 1295 | 1294 | 24 | 24 | 84 | 25 |
| c-67-161-168-41.hsd1.ca.comcast.net - 2 | 1201 | 1179 | 36 | 40 | 170 | 39 |
|________________________________________________|______|______|______|______|______|______|

Community Manager
Community Manager

Re: Packet loss

Kraze,

 

Glad to hear that your issue has been escalated to the right support group.

But we do apologize for all the tribulation you had to go through.

 

 

Thank you

Trusted Forum Contributor

Re: Packet loss

And it appeats tier II closed the request without any response. Who do I contact now? 

Community Manager
Community Manager

Re: Packet loss

Hello kraze,

 

Thank you for alerting me to this issue and once again we apologize for not addressing properly.

We've have engaged the regional support to assist.

 

 

 

Thank you