<div dir="ltr"><div><br></div><div>Hey Seth.</div><div><br></div><div>I still like SOA for troubleshooting. The older our beloved net gets the less useful old reliable things get, but there can sometimes be good clues. <br></div><div><br></div><div>shell01-clt01> dig SOA <a href="http://disneystreaming.com">disneystreaming.com</a><br></div><div><div><br></div><div>;; ANSWER SECTION:<br><a href="http://disneystreaming.com">disneystreaming.com</a>. 3600 IN SOA <a href="http://ns1.p72.dynect.net">ns1.p72.dynect.net</a>. <a href="http://dnsadmin.bamtechmedia.com">dnsadmin.bamtechmedia.com</a>. 2018072197 3600 600 604800 1800</div><div><br></div><div>I forgot MLBAM spunoff BAMTECH and then Disney acquired them. They have a peeringDB entry. I don't think its unreasonable at all to try dnsadmin@ or peering@ in this case. If all else fails, OOB and I will hunt down my connection there for you.<br><div class="gmail-search-result__image-wrapper">
<a href="https://www.linkedin.com/in/chris-zucker-82b9a33/" id="ember2174" class="gmail-search-result__result-link ember-view">
</a> </div>
</div><div><br></div><div>Cheers,</div><div><br></div><div>-M<</div><div><br></div><div><br></div><div><br></div><div><br></div><div><br></div><div><br></div></div></div><br><div class="gmail_quote"><div dir="ltr" class="gmail_attr">On Sat, Nov 21, 2020 at 1:48 PM Seth Mattinen <<a href="mailto:sethm@rollernet.us">sethm@rollernet.us</a>> wrote:<br></div><blockquote class="gmail_quote" style="margin:0px 0px 0px 0.8ex;border-left:1px solid rgb(204,204,204);padding-left:1ex">On 11/21/20 08:48, Mike Hammett wrote:<br>
> <br>
> I think this is another example of the disconnect between technical <br>
> teams and support teams at consumer-facing organizations. <br>
> Consumer-facing support often can't find their way out of a wet paper <br>
> bag on consumer-related issues, much less on network issues.<br>
> <br>
> I think the community's impression so far is that the advised avenues <br>
> are insufficient to actually solve anything. Since this message, there <br>
> seems to have been more than one attempt to resolve these types of <br>
> problems via that link without success. The support site linked to also <br>
> has rather sparse information regarding how to solve these types of issues.<br>
<br>
<br>
There's nothing to indicate the support site is anything other than for <br>
subscription holding end users only. Phrases that I would think to type <br>
in the search box like "ISP" and "geolocation" return nothing. The error <br>
73 page just says you are on a VPN or your ISP has a location problem, <br>
neither of which is useful information to me as an ISP.<br>
<br>
Calling in got me nowhere. The service rep couldn't open a ticket or <br>
even request escalation without a subscriber account. Even if I <br>
personally had one, I'm not going to mention it when I'm calling as an <br>
ISP on behalf of all of my customers and potential future customers <br>
because of the real danger of having an exception applied to that <br>
account rather than addressing the issue as a whole. They told me I <br>
should email back to the person who gave me the phone contact info and <br>
ask to speak to a supervisor, which I did, and never received a reply.<br>
<br>
I was able to eventually get through on live chat successfully after <br>
answering its automated questions in a way that would lead it to believe <br>
i was a customer but could not help me through its auto response means <br>
and get what I presume is a live person. However, even though I got <br>
lucky with this method someone else reported they just got dead ended <br>
with "what's an ISP" when they tried chat.<br>
<br>
So the lesson here is to just keep trying the end user chat and phone <br>
number until you get lucky.<br>
<br>
~Seth<br>
</blockquote></div>