[AusNOG] SPAM-LOW: Pipe peering issue - Equinix

[Matt Carter]

Matt,

What about the rest of us lowly Pipe customers with multiple gig connections to multiple pipe IX's - watching this thread in anticipation of some kind of substantive reply from Pipe ? :(


All anyone has seen officially is "The issue was a MAC learning problem on the switch the route server directly connects to." which doesn't really tell us anything we couldn't already deduced for ourselves nor tell us anything about how the issue came about or what you are doing to fix it from (continuing) to happen in the future (as it has happened in the past.)

To see an issue which affects so many be whisked away in a puff of smoke, seems to be in stark contrast to the Pipe we all have grown to know (and love). :(

I too look forward to these "exciting new changes" and "service improvements" that Jared refers to, whatever they may be :) :)

Kind regards,


From: ausnog-bounces at lists.ausnog.net [mailto:ausnog-bounces at lists.ausnog.net] On Behalf Of Matt Whitlock
Sent: Tuesday 15 November 2011 9:53 AM
To: Jared Hirst
Cc: ausnog at ausnog.net
Subject: Re: [AusNOG] SPAM-LOW: Pipe peering issue - Equinix

Hi Jared,

Just letting you know that I've sent you an off-list response.

Ta,

Matt.


Jared wrote:

Hi Matt,

Thanks for the Info, would have been good to have this in my ticket though... I am still waiting for a reply on a few questions, in summary they are below.

Why did it take 3 hours to shut down the offending port? I called the NOC 1 hour after it started, got put through to a messaging service and I only received a call back 2 hours later, I also submitted a ticket to which I received a reply 2 hours later also.

I was not too concerned that it had happened, as these things do happen, but the inability to contact someone at PIPE to notify them of the issue is a larger concern to me.

Last time this happened it started at 2am again, but I shut our port down and waited till morning to see if PIPE resolved it but they hadn't, so I called up 5 hours later and someone answered and had NO idea it was happening, he placed me on hold, had a look and then said to me that they can see an issue. Within minutes the issue was fixed. I'm not trying to cause a stir here, but the process / escalation of your monitoring really needs to be looked at. As many have said this is the 5th or 6th time it has happened, and EVERYTIME I have called your NOC and they have not been aware of the issue. As stated above, I am still yet to receive a response from my open ticket as to the issue.


Kindest Regards,
Jared Hirst

Servers Australia Pty Ltd

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