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

[Jason Sinclair]

Hi All,

 

For your reference all details will be provided to all customers - not
just to Jared! (Sorry Jared! :-)).

 

A full report outlining the issue, the resolution and timings will be
forthcoming to all PIPE customers and we will ensure it is transparent,
informative and accurate.

 

Jas

 

________________________________

From: ausnog-bounces at lists.ausnog.net
[mailto:ausnog-bounces at lists.ausnog.net] On Behalf Of Matt Carter
Sent: Tuesday, 15 November 2011 10:16 AM
To: Matt Whitlock; Jared Hirst
Cc: ausnog at ausnog.net
Subject: Re: [AusNOG] SPAM-LOW: Pipe peering issue - Equinix

 

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

Direct:                   (02) 4307 4205
Fax:                        (02) 4307 4201
Network Ops:        (02) 9037 4343
Web:                      http://www.serversaustralia.com.au
<http://www.serversaustralia.com.au/> 
Office Address:    2/2 Teamster Close, Tuggerah NSW 2259
Postal Address:    PO Box 3187, Tuggerah NSW 2259

 

 

 

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