GBLX congestion in Dallas area

Tue Jun 7 21:05:58 UTC 2005

Speaking in my personal, non-list-administrator, not having discussed this 
with anybody else, capacity, I think that notifications of large-scale 
outages affecting large numbers of networks are a really useful thing to 
have on the NANOG list.

Assuming this list has large numbers of people who operate networks and 
have to troubleshoot problems when they see them, telling people that the 
problem is already being worked on can save a lot of people some work (and 
can hopefully also reduce the number of phone calls that NOC people have 
to juggle).

To that end, the first couple of messages in this thread are the sort of 
thing I wish the NANOG list would have more of.

-Steve

On Tue, 7 Jun 2005, Rachael Treu Gomes wrote:

>
> 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,
> --ra
>>
>>
>> --------------------------------------------
>> Joel Perez    |  Network Engineer
>> 305.914.3412  |  Ntera
>> --------------------------------------------
>>
>>
>> -----Original Message-----
>> From: Richard A Steenbergen [mailto:ras at e-gerbil.net]
>> Sent: Tuesday, June 07, 2005 12:28 PM
>> To: Joel Perez
>> Cc: nanog at merit.edu
>> 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 <ras at e-gerbil.net>
>> http://www.e-gerbil.net/ras
>> GPG Key ID: 0xF8B12CBC (7535 7F59 8204 ED1F CC1C 53AF 4C41 5ECA F8B1
>> 2CBC)
>
> -- 
> rachael treu gomes                            rara at navigo.com
>               ..quis custodiet ipsos custodes?..
> (this email has been brought to you by the letters 'v' and 'i'.)
>

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Steve Gibbard				scg at gibbard.org
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