Advice on explaining routing issues to VM 1st line
Thankfully it has been fixed now (I guess networks noticed it), but I was expericing routing issues with huge packet loss and high ping which was located between the cmts stockton 17 and middlesbrough core b.
Pinging the cmts from a different internet connection showed the high ping and packet loss or using the trace facility at thinkbroadband equally showed the problem.
Now I phoned VM twice to try and let them know about this as the net was practially not usable.
I found only one server ( one of googles) that used the cmts and core a for both routes and returned normal ping and no packet loss.
The first tech support insisted my modem wasn't online (which it may not be according to a ping as it was practially 70% pl) Then inisted my purple light on the superhub 3 (running in modem mode) meant my modem was offline. After trying to explain, I got angry and ended the call.
The second tech support understood I was having connection issues but then blamed the utilisation issue in my area and ended the call.
So how do you explain a connection issue like this in the future? Or do I need to phone in UK hours in order to get through to a UK agent or maybe second line support (if that still exists)?
|