Quote Originally Posted by Raist View Post
They were likely only looking at the localized nodes and not potential issues from their peering partner or their exchange to that partner. It is important that you are dealing specifically with Tier3 support because of this. Those Tier1 and Tier2 guys most people deal with when they call in cannot look into the deeper issues usually at fault. Why people usually have better luck with the online contact options--it provides them a means to send things like tracert data demonstrating the problems crop up in relation to their peering arrangements with groups like Level3, Telia, Verizon Business/UUnet, etc.
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Completely agree, but I've found as a "lowly residential customer" it's incredibly difficult to try and make any progress with that level of tech support, however if the DC or the fiber provider complains in reverse, they can usually get stuff done. I recall a similar problem with Rift a few years back, and Trion had their fiber provider yell at Comcast and replaced a malfunctioning router.

Although, I also point out that things are functioning "to spec" for other sites to eliminate my local routing hardware or modem/ISP-to-the-home service from the list of culprits.