[AusNOG] Vodafone NOC

[Chris Scholfield]

I believe Tim was referring to my post a couple of days ago.

The reason I ended up posting to this list is the exact reason that Don
mentioned below.  I was hopefully trying to get the message about the
problem I was experiencing to someone who looked after Telstra's DNS servers
here in Aus who could actually do something about it.   I wasn't looking for
any support for basic network problems, I was trying to notify Telstra about
a problem at their end.
 
All I got speaking to the Telstra helpdesk after 45 minutes was some bloke
speaking with an horrendous accent over a VOIP link who told me to reboot my
gateway to see if that fixed the problems.

Hope this clears it up, and thanks again for everyone who helped.

Chris

-----Original Message-----
From: ausnog-bounces at lists.ausnog.net
[mailto:ausnog-bounces at lists.ausnog.net] On Behalf Of Don Gould
Sent: Wednesday, 20 February 2013 9:11 AM
To: ausnog at lists.ausnog.net
Subject: Re: [AusNOG] Vodafone NOC



On 19/02/2013 6:23 p.m., Tim March wrote:
> Is it just me that thinks asking for NOC contacts on list instantly 
> pegs you as either being a p!ss-ant little customer with no contract 
> or an un-skilled punter just looking for someone to whinge at? ... I 
> didn't think so.

No, it's a reflection that the front line support by the provider is lacking
to the point where it's annoying otherwise busy technical people who have
got sick of just calling the help desk to be passed from one person to
another who have no clue and won't take ownership of the problem to close it
down before it hits a list like this.

In my view, if you're from the offending provider then you need to be having
a chat with your customer service team and explaining that the tech lists
are yet again being used as an over flow for their poor service.

If you're not from the provider then we need to give our contacts at said
provider a little reminder that they need to keep their Level 1 help desks
focused on closing down technical issues before they hit our tech op lists.

It's all well and good to say "If you don't have an ASN you don't belong
here..." but where should our customers go if they can't get support from
our help desks?

Would this guy even be here whinging if he was able to get the support he
needs from the Level 1 Help Desk as he should?

With direct respect to whois data, you can't get useful contract information
from whois for Australia any more.

# whois vodafone.com.au
Domain Name:                     vodafone.com.au
Last Modified:                   26-May-2011 11:54:38 UTC
Registrar ID:                    Explorer
Registrar Name:                  Explorer
Status:                          ok

Registrant:                      Vodafone Group PLC
Eligibility Type:                Trademark Owner
Eligibility Name:                VODAFONE
Eligibility ID:                  TM 1104633

Registrant Contact ID:           C6148087-EX
Registrant Contact Name:         Ravi Mohindra
Registrant Contact Email:        Visit whois.ausregistry.com.au for Web 
based WhoIs

Tech Contact ID:                 C2948219-EX
Tech Contact Name:               Ben Anderson
Tech Contact Email:              Visit whois.ausregistry.com.au for Web 
based WhoIs

Go to the whois.ausregistry.com.au

Tech Contact ID	C2948219-EX
Tech Contact Name	Ben Anderson
Tech Contact Email	corporate-services at netnames.com

There is no phone number there to make an instant contact for help.

Compare that to the record for my domain name...

technical_contact_name: Think Design Print
technical_contact_address1: 31 Acheson Avenue
technical_contact_address2: Mairehau
technical_contact_city: Christchurch
technical_contact_country: NZ (NEW ZEALAND)
technical_contact_phone: +64 3 3487235
technical_contact_fax: +64 4 4722027
technical_contact_email: don at thinkdesignprint.co.nz


A phone, fax and email contact.

 From an operational point of view, it seems that the whois data for
Australia is some what broken.

My advise to the OP is to find a new provider as the current one clearly
isn't interested in being contacted to resolve technical issues.

With respect to the industry, this is the second issue of this sort I've
seen pop up on AuNOG in as many days.

Beer

D




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