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<p class="MsoNormal"><span style="mso-fareast-language:EN-US">Further to this, you end up with the other extreme, a customer believes Netflix (who are saying it is us) and then lodge a TIO complaint and we cannot fix it. So we get TIO fees for something which
is not our fault and which we have been trying to fix.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="mso-fareast-language:EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="mso-fareast-language:EN-US">The customer just ends up upset as ultimately the party who needs to fix it are not responding and pointing fingers elsewhere.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="mso-fareast-language:EN-US"><o:p> </o:p></span></p>
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<p style="FONT-SIZE: 14px; FONT-FAMILY: Arial; PADDING-BOTTOM: 7px; MARGIN: 0px">
<strong>MATTHEW ENGER</strong> | Managing Director<br>
<strong>T </strong>1300 789 299 <strong style="FONT-SIZE: 9pt">D </strong>03 9909 3104
<strong style="FONT-SIZE: 9pt">M </strong>0406 532 792<br style="FONT-SIZE: 9pt">
m.enger@xi.com.au | <a style="FONT-SIZE: 9pt" href="http://www.xi.com.au">www.xi.com.au</a></p>
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<p style="FONT-SIZE: 8px; FONT-FAMILY: Verdana">This message is confidential. It may also be privileged or otherwise protected by work product immunity or other legal rules. If you have received it by mistake, please let us know by e-mail reply and delete it
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<p class="MsoNormal"><b><span style="font-size:12.0pt;color:black">From: </span></b><span style="font-size:12.0pt;color:black">AusNOG <ausnog-bounces@lists.ausnog.net> on behalf of Nick Pratley <nick@npratley.net><br>
<b>Date: </b>Monday, 23 August 2021 at 9:48 am<br>
<b>To: </b>Mark Andrews <marka@isc.org><br>
<b>Cc: </b>AusNOG Mailing List <ausnog@ausnog.net><br>
<b>Subject: </b>Re: [AusNOG] Netflix Contact<o:p></o:p></span></p>
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<p class="MsoNormal">> Direct your customers to the ACCC. They are paying for a service from Netflix that they are not getting. That is illegal under Australian consumer law.<o:p></o:p></p>
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<p class="MsoNormal">100% agree with this in principle<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal">But the problem here is it's just so easy to move providers now. 1 online order, no setup fee, and a few hours later (sometimes minutes?) the problem probably goes away as you are on another provider with a different IP. That is easier
than dealing with ACCC / Netflix / Provider, right?<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal">Kinda drives the providers to want (and have) to fix it, before it becomes a mass exodus.<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal">Nick <o:p></o:p></p>
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<p class="MsoNormal">On Sun, Aug 22, 2021 at 11:21 PM Mark Andrews <<a href="mailto:marka@isc.org">marka@isc.org</a>> wrote:<o:p></o:p></p>
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<p class="MsoNormal">Direct your customers to the ACCC. They are paying for a service from Netflix that they are not getting. That is illegal under Australian consumer law.
<br>
<br>
-- <br>
Mark Andrews<br>
<br>
> On 22 Aug 2021, at 20:38, Jarryd Sullivan <<a href="mailto:Jarryd.Sullivan@team.aussiebroadband.com.au" target="_blank">Jarryd.Sullivan@team.aussiebroadband.com.au</a>> wrote:<br>
> <br>
> Can +1, we're in the same boat, been asked to focus on using the ticketing system as our ticket is with the correct team (geoblocking/VPN) however got 1 reply that ignored half of what we wrote and has been radio silence since. Furthermore, we've confirmed
with most of the customers that they have never tried to use a VPN to access content they shouldn't have access to, most of them were quite confused. They have raised cases with Netflix support themselves and have been instructed to contact their ISP if they're
being blocked.<br>
> <br>
> Jarryd Sullivan<br>
> <br>
> <br>
> From: AusNOG <<a href="mailto:ausnog-bounces@lists.ausnog.net" target="_blank">ausnog-bounces@lists.ausnog.net</a>> on behalf of Nathan Brookfield <<a href="mailto:Nathan.Brookfield@iperium.com.au" target="_blank">Nathan.Brookfield@iperium.com.au</a>><br>
> Date: Sunday, 22 August 2021 at 7:50 pm<br>
> To: Damian Ivereigh <<a href="mailto:damo@launtel.net.au" target="_blank">damo@launtel.net.au</a>><br>
> Cc: AusNOG Mailing List <<a href="mailto:ausnog@ausnog.net" target="_blank">ausnog@ausnog.net</a>><br>
> Subject: Re: [AusNOG] Netflix Contact<br>
> <br>
> This is actually a problem internationally that everyone is having and pretty much being ignored :(<br>
> Nathan Brookfield<br>
> General Manager<br>
> <br>
> p: 1300 592 330 | m: 0401 424 445 |<br>
> w: <a href="http://iperium.co/" target="_blank">http://iperium.co/</a><br>
> On 22 Aug 2021, at 19:47, Damian Ivereigh <<a href="mailto:damo@launtel.net.au" target="_blank">damo@launtel.net.au</a>> wrote:<br>
> <br>
> Yeah mate, we're seeing the same thing. Very frustrating. Also have a ticket open with them.<br>
> <br>
> On Sun, 22 Aug 2021, 18:52 Matthew Enger, <mailto:<a href="mailto:m.enger@xi.com.au" target="_blank">m.enger@xi.com.au</a>> wrote:<br>
> Hello,<br>
> <br>
> Anyone got a Netflix contact who can help with vpn/cgnat/geo blocking?<br>
> <br>
> I have been emailing the peering db entry of mailto:<a href="mailto:geosupport@netflix.com" target="_blank">geosupport@netflix.com</a> who initially responded but then went dead.<br>
> <br>
> I have been following up regularly no reply. Created a new ticket, no reply to that either.<br>
> <br>
> This has been going on for a number of weeks and I know of a number of other providers also having similar issues so if anyone has a contact who can help I am sure the industry would appreciate it
<span style="font-family:"Apple Color Emoji"">😊</span><br>
> <br>
> Thanks.<br>
> <br>
> <br>
> <br>
> <br>
> MATTHEW ENGER | Managing Director<br>
> T 1300 789 299 D 03 9909 3104 M 0406 532 792<br>
> mailto:<a href="mailto:m.enger@xi.com.au" target="_blank">m.enger@xi.com.au</a> |
<a href="http://www.xi.com.au" target="_blank">http://www.xi.com.au</a><br>
> This message is confidential. It may also be privileged or otherwise protected by work product immunity or other legal rules. If you have received it by mistake, please let us know by e-mail reply and delete it from your system; you may not copy this message
or disclose its contents to anyone. Please send us by fax any message containing deadlines as incoming e-mails are not screened for response deadlines. The integrity and security of this message cannot be guaranteed on the Internet.<br>
> _______________________________________________<br>
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> <br>
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