[AusNOG] Packet loss on link - multiple providers

[Daniel Bartlett]

Hi All,

We have a customer that is experiencing packet loss on a VPN connection.
The connection is between their on-prem (colo datacentre) and Azure.
Their firewall is managed by Vendor A (customer owned device).
The ISP is Vendor B.

We have been getting bounced around between Microsoft support, Vendor A (FW Support), Fortinet (FW Vendor support) and Vendor B (ISP) – all claiming no fault.
Our monitoring (from on-prem servers to Azure servers) shows consistent packet loss of 2-3% - peaking at 8-9% between Azure and on-prem.

Packet captures run end-to-end show the loss to be occurring between the on-prem FW and the Azure VPN GW.

We are having a hard time convincing the ISP of the issue – they have been unable to find any fault in their network.
The ISP support is finding it hard to troubleshoot being that the Azure VPN GW does not respond to ping (by design – and we cannot change this).

Monitoring in place on the same link to internet site (google.com) shows 0% packet loss. We are only loosing packets on the VPN.

Just putting this out there for any suggestions on how we can assist the ISP to determine the root cause? Or for any other suggestions?

Thanks
Dan


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Daniel Bartlett / Technology Architect
dan at thecloudmode.com / 0407 176 755

Lvl 17 / 31 Queen St
Melbourne Victoria Australia 3000
www.thecloudmode.com<http://www.thecloudmode.com/>



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