What do you do when your Home ISP is down?

Thu Aug 25 21:00:50 UTC 2011

Thirded. As an enterprise account customer (with service at my home), I called them up, began to explain what I'm seeing, just to be interrupted with something to the effect of "Yeah, I see it. I'll get someone to fix it. Incidentally, how do you like your USR Router, we don’t see many of those?"

Or, when they called me and said they are seeing a worrying amount of errors on my link and would like to send someone over to troubleshoot before there's an actual failure. (Bad coax cable in the attic). I'm not saying anything about Brighthouse, but the commercial RoadRunner support in Tampa is top notch, and that extends to billing and accounts as well. It's a very dramatic difference to the V****** F*** offering, which has better technology but never managed to send me a correct bill during a year of use. You can count bits delivered per dollar, or you can consider some of the less quantifiable aspects of service when picking an ISP. It's also sad that good, competent service is so rare it really stands out.

-Toivo

-----Original Message-----
From: Jay Ashworth [mailto:jra at baylink.com] 
Sent: Thursday, August 18, 2011 18:34
To: NANOG
Subject: Re: What do you do when your Home ISP is down?

I just want to put in a tip o' the hat here to the BHN/RoadRunner *business*
support people who handle Tampa Bay.  I have had to call them, oh, 20 or 30 
times in the last 5-7 years, mostly on behalf of clients, and their front
line is *sharp*.  They understand CIDR, they don't freak out about DNS, and
they understand MTR -- hell, some of them *use* MTR.

And they don't get scared when you know what you're talking about.

Huzzah.

Cheers,
-- jra
-- 
Jay R. Ashworth                  Baylink                       jra at baylink.com
Designer                     The Things I Think                       RFC 2100
Ashworth & Associates     http://baylink.pitas.com         2000 Land Rover DII
St Petersburg FL USA      http://photo.imageinc.us             +1 727 647 1274