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137 posts

Master Geek
Inactive user


Topic # 58932 23-Mar-2010 17:00
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I am a Slingshot broadband customer.  I have a problem with my Internet connection.  I am no longer able to receive emails to my home hosted mail server.

===
Contact with to Slingshot to date
===
Logged support call through their website on the evening of Sat 20.03.10
Received confirmation email (Ref 100320-000206)
Phoned helpdesk at 10am Sun 21.03.10 (20 mins hold) and reiterated my problem (I suspect the CSR checked a couple of things) and advised it would be noted on my account when I asked for an incident no. so I could follow up.
Phoned today to follow up, CSR advised that it had been escalated to Level 2 and they had said there is nothing they could do.  I advised that this was "rubbish", and asked the CSR to advise "Level 2" that I didn't believe this for a second.  I am put on hold for a few mins, CSR comes back to say there is no problem and basically that's the end of any further support for this problem.

===
Background
===
I have a static IP and run a mail server (and other services) on my Internet connection.
I have a Cisco 877 Router with Firewall and only allow the ports I specifically want through.
I have worked in IT for 15 years.
My router configuration has not changed in 2 months.
My server configuration has not changed in 2 months.
My network configuration changed recently with the addition of a NetGear WNR3550L.  This was about 3 weeks ago, and did not effect the functioning of anything else I run.

At 7:45pm on Thu 18.03.10 I was forceably disconnected from the Internet for roughly 30 mins.  After reconnection (I didn't need to reboot the router or anything) I found all incoming connections are no longer reaching my Internet router.

All Internet access externally is fine, and has been consistently excellent.  I cannot fault their *Internet* service.

P.S. I really could care less how good or bad Slingshot's customer service is I just want to get my email again.

Here is a tracert today from my work
7  ge-2-0-0-906.ie2.telstraclear.net (203.98.18.65)  1.022 ms  1.390 ms  1.380 ms
 8  ggis-gige-v906.telstraclear.net (203.98.18.67)  2.468 ms  2.467 ms  2.443 ms
 9  ae2-4.akcr10.global-gateway.net.nz (210.55.202.53)  2.914 ms  2.908 ms  2.892 ms
10  call-plus-dom.akcr10.global-gateway.net.nz (202.50.236.226)  3.400 ms  3.395 ms  3.367 ms
11  vlan9-cpcak3-s1.tranzpeer.net (202.180.83.134)  3.357 ms  3.349 ms  2.231 ms
12  vlan7-cpcak3-e1.tranzpeer.net (202.180.81.51)  2.521 ms  2.792 ms  2.660 ms
13  cpiak1-l9.tranzpeer.net (202.180.76.65)  2.805 ms  2.803 ms  2.792 ms
14  * * *
15  * * *
16  * * *
17  * * *
18  * * *
19  * * *
20  * * *
21  * * *
22  * * *
23  * * *
24  * * *
25  * * *
26  * * *
27  * * *
28  * * *
29  * * *
30  * * *

Here is a tracert from a home pc
H:\>tracert www.google.co.nz

Tracing route to www.l.google.com [64.233.183.103]
over a maximum of 30 hops:

  1     1 ms     1 ms     1 ms  dslrtr-1.megacityone.net.nz [192.168.1.1]
  2    47 ms    47 ms    47 ms  p32.argent.cust.commverge.net.nz [202.180.81.32]

  3    46 ms    47 ms    48 ms  vlan93-cpcak3-e1.tranzpeer.net [202.180.76.68]
  4    47 ms    48 ms    46 ms  vlan7-cpcak3-s1.tranzpeer.net [202.180.81.49]
  5    47 ms    47 ms    47 ms  Gi10-0-0-405.gw1.akl1.asianetcom.net [203.192.16
7.29]
  6    48 ms    47 ms    48 ms  ge-3-3-0-0.gw4.akl1.asianetcom.net [202.147.55.2
10]
  7    71 ms    71 ms    72 ms  po2-0.cr4.syd1.asianetcom.net [202.147.55.254]
  8    71 ms    71 ms    70 ms  ge-1-0-0-0.gw4.syd1.asianetcom.net [202.147.40.1
50]
  9    70 ms    71 ms    71 ms  gi1-0-0.gw1.syd2.asianetcom.net [202.147.55.90]

 10    72 ms    71 ms    72 ms  202.167.228.73
 11    73 ms    72 ms    71 ms  66.249.95.234
 12   172 ms   172 ms   173 ms  209.85.249.52
 13   201 ms   202 ms   202 ms  209.85.250.90
 14   207 ms   214 ms   220 ms  209.85.250.103
 15   215 ms   215 ms   215 ms  72.14.238.218
 16   203 ms   204 ms   204 ms  tz-in-f103.1e100.net [64.233.183.103]

Trace complete.


Happy to provide any further information. Anyone from Slingshot want to comment?

P.S. I am open minded.  I don't doubt that there is a possibility that I have done something dumb, that solar flares are causing interference with my line, or any other number of causes, but I don't accept anything without proof.  At this point in time everything looks to be pointing to a "configuration" issue at Slingshot.


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137 posts

Master Geek
Inactive user


  Reply # 310358 23-Mar-2010 19:45
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This was resolved about 2 mins after I posted this. Thanks Slingshot ;)



137 posts

Master Geek
Inactive user


  Reply # 310383 23-Mar-2010 20:58
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Why is the topic truncated - it should be (and was initially) "Let's put Slingshot's customer service to the test ;P".

Why can I no longer edit my posts? I could earlier today.

 
 
 
 


1236 posts

Uber Geek
+1 received by user: 58


  Reply # 310388 23-Mar-2010 21:01
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Possibly a limit to how long you can edit your post for / posts locked once a reply has been made.




rm *
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BDFL - Memuneh
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  Reply # 310403 23-Mar-2010 21:25
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137 posts

Master Geek
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  Reply # 310417 23-Mar-2010 21:44
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Cool, thanks for the clarification Mauricio

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