Does anyone have a number other than the standard technical support to contact to escalate a ticket? I have had two experiences where first line support opened an automated test ticket which supposedly found a problem that a technician needed to be dispatched. Both were closed, and no technician ever came to the house. Last night a third ticket was opened by a rep who was not willing to transfer me to a supervisor.
I have done extensive troubleshooting and determined the internal Verizon network is experiencing 14-22% packet loss on server nsrest01.verizon.net which happens to be the primary served DNS for my area. This occurs especially when sending ping packets 512k or larger. Incidentally the first two hops are not having packet loss that I can detect.
If you have a Windows box, drop to a command prompt and do ping -t -l 512 nsrest01.verizon.net and let it run for 20 minutes and see how much packet loss it receives. Even from other broadband providers the pings are lossy.
First line support is looking at my end of the circuit as the problem. I have been told that I can not email any logs to support, which is rediculous. I have spent hours of my time opening tickets, waiting for automated tests, and waiting for technicians who did not show up. How many of these does a customer need to open with first level support before they can be helped?
Any takers? Anyone else having problems sending pings to their DNS servers?
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