[AusNOG] Netflix Contact

Mon Aug 23 09:50:36 EST 2021

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.

The customer just ends up upset as ultimately the party who needs to fix it are not responding and pointing fingers elsewhere.

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MATTHEW ENGER | Managing Director
T 1300 789 299 D 03 9909 3104 M 0406 532 792
m.enger at xi.com.au | www.xi.com.au<http://www.xi.com.au>

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From: AusNOG <ausnog-bounces at lists.ausnog.net> on behalf of Nick Pratley <nick at npratley.net>
Date: Monday, 23 August 2021 at 9:48 am
To: Mark Andrews <marka at isc.org>
Cc: AusNOG Mailing List <ausnog at ausnog.net>
Subject: Re: [AusNOG] Netflix Contact

> 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.
100% agree with this in principle

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?

Kinda drives the providers to want (and have) to fix it, before it becomes a mass exodus.

Nick

On Sun, Aug 22, 2021 at 11:21 PM Mark Andrews <marka at isc.org<mailto:marka at isc.org>> wrote:
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.

--
Mark Andrews

> On 22 Aug 2021, at 20:38, Jarryd Sullivan <Jarryd.Sullivan at team.aussiebroadband.com.au<mailto:Jarryd.Sullivan at team.aussiebroadband.com.au>> wrote:
>
> 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.
>
> Jarryd Sullivan
>
>
> From: AusNOG <ausnog-bounces at lists.ausnog.net<mailto:ausnog-bounces at lists.ausnog.net>> on behalf of Nathan Brookfield <Nathan.Brookfield at iperium.com.au<mailto:Nathan.Brookfield at iperium.com.au>>
> Date: Sunday, 22 August 2021 at 7:50 pm
> To: Damian Ivereigh <damo at launtel.net.au<mailto:damo at launtel.net.au>>
> Cc: AusNOG Mailing List <ausnog at ausnog.net<mailto:ausnog at ausnog.net>>
> Subject: Re: [AusNOG] Netflix Contact
>
> This is actually a problem internationally that everyone is having and pretty much being ignored :(
> Nathan Brookfield
> General Manager
>
> p: 1300 592 330  |  m: 0401 424 445 |
> w: http://iperium.co/
> On 22 Aug 2021, at 19:47, Damian Ivereigh <damo at launtel.net.au<mailto:damo at launtel.net.au>> wrote:
>
> Yeah mate, we're seeing the same thing. Very frustrating. Also have a ticket open with them.
>
> On Sun, 22 Aug 2021, 18:52 Matthew Enger, <mailto:m.enger at xi.com.au<mailto:m.enger at xi.com.au>> wrote:
> Hello,
>
> Anyone got a Netflix contact who can help with vpn/cgnat/geo blocking?
>
> I have been emailing the peering db entry of mailto:geosupport at netflix.com<mailto:geosupport at netflix.com> who initially responded but then went dead.
>
> I have been following up regularly no reply. Created a new ticket, no reply to that either.
>
> 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 😊
>
> Thanks.
>
>
>
>
> MATTHEW ENGER | Managing Director
> T 1300 789 299 D 03 9909 3104 M 0406 532 792
> mailto:m.enger at xi.com.au<mailto:m.enger at xi.com.au> | http://www.xi.com.au
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