Tripawds Three Legged Dog & Cat Forum Archives

Hey folks, we'd love it if you could help us escalate this issue with Verizon, if you cannot access Tripawds with their service but can get to it other ways.

Admin spent all morning on the phone with them to pinpoint the connection issue their network is having with our server. In other words, he was banging his head on a brick wall.

Verizon says it's our server. But we have proof from our server data center that it's not. We can access Tripawds on non-Verizon networks, and so can members who don't use Verizon.

Verizon is calling this our problem. But we know it isn't. Can you help us so that they know this is more than just Jim and I complaining? We've been told that technical issues of this type at Verizon don't get fixed properly until Verizon gets enough complaints.

First follow the instructions above to give us your IP Address. We'll make sure you're indeed having this problem.

Next, if you're willing to call Verizon (dial 611 from your Verizon phone) and complain that you can't access Tripawds with their service, we would be so grateful.  Here's some language you can use to escalate past the first line operator, who won't know anything about this type of issue. Ask to escalate the call to tier two tech support because you want to speak to someone who understands network engineering. Then say:

"Hi. I believe I'm having networking routing issues. I cannot access one particular website with my Verizon service but can get to it with other networks. The site manager of this site tells me that there is packet loss on certain Verizon networks, but Verizon says there is not. I am calling to log my complaint to you because it is clearly not the website."

I know this might sound daunting to anyone who isn't a geek but we'd sure appreciate any help we can get. Thanks so much!

Just testing functionality via VZW...

betaman said
Edited quickly too.

That was fast! And Quoted too...

benny55 said
Bobby at Verizon did say he sent the post I showed him you made a couple of weeks ago to several different "contacts"...I'm gonna find out if he in anyway did help...

You can let Bobby know it was the Verizon Wireless Technical Advisory Group who first even acknowledged there might be an issue, and they only did this after I sent a letter to our Regional President. Persistence paid off!

There was apparently a problem with the data optimization VzW performs, adversely affecting traffic to certain servers. Who woulda ever thought some little ol' Admin Guy with a three legged dog coulda helped identify that! But we've been working directly with a team of senior network techs to do just that—after about two months of getting nowhere with "support" reps.

</end_rant>

So far so good... We hope this is behind us for sure, and we never have to run traceroutes or try to explain packet loss to anyone who insists our "IP addres is bad" ever again.