RE: [cobalt-users] Dialtone Internet...

["WebSite Creations" <main@xxxxxxxxxxxxxxxxxxxx>]

>>> >Was using one block - 64.65.55.110 - 114 successfully when it suddenly
>>> >stopped working 2 days ago - names don't resolve now >(iluvoz.net is
one site
>>> >in this range), ip's are not pingable - contacted DialtoneInternet
(first
>>> >suport call in 4-5 months) and was told that they don't want to know -
that
>>> >this is a payable support call at Public Holiday rates and unless I pay
then
>>> >forget about it

Chip,

I have had the same exact problem with Dialtone Internet with the same
response from them. Suddenly and without warning, a block of IPs becomes
unreachable (can't ping them).   I know that it is not a problem created by
me or the RaQ.  It is a problem on their end, yet when I requested support,
they said they want to charge me to investigate it.

I have used their automated IP system and I am convinced the problem resides
with their automated system.

This is the only thing that they have done that has upset me.  Otherwise,
they have been great.

Bill

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>>>-----Original Message-----
>>>From: cobalt-users-admin@xxxxxxxxxxxxxxx
>>>[mailto:cobalt-users-admin@xxxxxxxxxxxxxxx]On Behalf Of Chip
>>>Sent: Tuesday, January 02, 2001 5:46 AM
>>>To: cobalt-users@xxxxxxxxxxxxxxx
>>>Subject: [cobalt-users] Dialtone Internet...
>>>
>>>
>>>Jim Carey wrote:
>>>
>>> >Was using one block - 64.65.55.110 - 114 successfully when it suddenly
>>> >stopped working 2 days ago - names don't resolve now
>>>(iluvoz.net is one site
>>> >in this range), ip's are not pingable - contacted
>>>DialtoneInternet (first
>>> >suport call in 4-5 months) and was told that they don't want
>>>to know - that
>>> >this is a payable support call at Public Holiday rates and
>>>unless I pay then
>>> >forget about it (didn't even bother to email me with the
>>>answer - just put
>>> >it in the ticket database)
>>>
>>>Wish I had some help for this issue (I don't), but I do want to
>>>say that,
>>>as far as I'm concerned, this is completely unacceptable on Dialtone's
>>>part... unless they are *absolutely certain* that it's your
>>>problem and not
>>>theirs (which seems unlikely), I believe they have an obligation
>>>to address
>>>the problem and not have you down (or out $200 or whatever their
>>>"holiday
>>>rate" minimum is.)
>>>
>>>I was considering them for colo.  I've just knocked them off my
>>>list.  As
>>>much as everyone slammed AIT a few months ago, I've found their tech
>>>support on managed solutions to be extraordinary, and I can get a human
>>>being at 3 in the morning that is actually technically
>>>competent.  As far
>>>as I'm concerned, anyone offering to provide a NOC for other web hosting
>>>providers (i.e., many of us on this list) needs to have true
>>>24/7 service
>>>like this to deal with their own problems (Not, of course,
>>>support on the
>>>Raq itself, but for network issues.)   IMHO, Dialtone isn't meeting this
>>>standard.
>>>
>>>Please update and tell us how the problem resolves!
>>>
>>>_______________________________________________
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>>>