Forrest Christian (List Account) writes:
I'm also wondering if this might be a "no one that has got the request actually has a clue how to resolve your issues" issue. I've seen situations where companies don't know how to respond to a request outside the most common requests they get. Sometimes some enterprising employee will also totally misunderstand your request and do stupid things like do exactly opposite what you want them to do like remove correct information in an effort to "fix the incorrect info". And sometimes employees convey "we don't have a clue" as "we don't do that".
I long ago resigned myself to the reality that the first response to any ticket will be a pointless, irrelevant, and mostly content free reply from somebody who didn't even make an effort to actually read the ticket. It generally takes three rounds before the ticket gets to somebody with a clue. This applies across the board to pretty much every vendor/supplier these days :-(
Have you tried any other backchannels other than NANOG? Like peeringdb contacts (if you have access) or maybe through linkedin or something like that?
Someone from Aptum did get in touch and says they will apply the mallet 'o understanding to the appropriate people inside estruxture. I don't think estruxture were the actual problem, but if I get a fix to the problem, that's good enough. For now.
Or threaten to change providers at the earliest possible moment?
Our current contract is up in about two years. Based on what we've seen out of estruxture/Aptum over the last couple of years, I'm certainly going to investigate alternatives. Bell has much more modern colo < two blocks from our office. Now would be prime time to start planning for a move. --lyndon