We know the feeling well. Try porting from them…..
On May 2, 2023, at 4:41 PM, Daniel Marks via NANOG <nanog@nanog.org> wrote:
My issue was just trying to convince Spectrum to look into the problem in the first place, I brought the Atlas probe receipts because it’s such a helpful tool, but wasn’t able to get through to anyone helpful (acct mgr, noc email, even the escalation list) until I started lighting fires filing FCC complaints and using social media (which thankfully worked).
Not sure how accurate it is (I hope it isn’t), but some of the techs I spoke to said a lot of the internal tooling for troubleshooting is incapable of dealing with IPv6, so they weren’t able to do things like run traceroutes to confirm what I was seeing. My guess is that this issue was caught in a catch-22 where they needed impossible to obtain proof on their end to escalate to a team who can actually deal with the issue.
Sucks for us folk who went all in on v6 only to find out not even the ISP can help us.
-Daniel Marks
On May 2, 2023, at 15:36, Jared Mauch <jared@puck.nether.net> wrote:
On May 2, 2023, at 2:43 PM, Daniel Marks via NANOG <nanog@nanog.org> wrote:
This has been “resolved", I finally got through to some awesome engineer at Spectrum who has rerouted traffic while they work with their hardware vendor (thanks Jake):
One of the tools that I’ve used in the past is the RIPE Atlas service to measure these things. It’s helped me isolate IP space reachability issues for new announcements, because you can get enough of a random sample of hosts to isolate things, and enough data about that endpoint to launch follow-up measurements.
- Jared