What to do when your ISP off-shores tech support

Matthew Black black at csulb.edu
Wed Dec 24 15:50:18 UTC 2008

I've had difficulties reaching anyone with a brain
at my DSL provider Verizon California.

I can reliably ping the first hop from my home to
the CO with a 25ms delay. But if I ping any other
location, packets get dropped or significantly
delayed. To me, this sounds like Verizon has an
internal routing problem rather than a problem
with my phone line. Note that it rained recently
in our area and the cable vault in front of my
is usually covered with stagnant water because
the gutters don't drain it away.

I have tried to explain this to tech support but
they refuse to go off script, even the supervisors.
They keep insisting on sending a tech to my home
when I suggest this should be escalated to their
network operations team.

Anyhow, if I can reliably ping the first hop
from my home, would that eliminate my telephone
connection as part of the problem? Just a sanity
check on my part. Thanks.

matthew black
california state university, long beach

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