Where does the buck stop?
Jeff Ogden
jogden at merit.edu
Sun Mar 31 22:45:13 UTC 2002
At 3:21 PM -0500 3/29/02, Sean Donelan among other things wrote:
>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.
Or
2a. 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 Provider B opens a trouble ticket. B finds the problem in
their network and fixes it, closing the trouble ticket back to the
user.
2b. 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. User replaces Provider A with a more responsive provider and moves
back to option 1.
I like option 2b better than option 3. Both 2b and 3 will take longer
than you want, but 2b is likely to be faster than 3. 2a isn't my
favorite path, but if it gets the problem fixed, I can live with it.
-Jeff
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