Chris Raffle

Connectivity Issues for Verizon FiOS Customers to On-Demand

Discussion created by Chris Raffle Employee on Feb 19, 2014
Latest reply on Feb 24, 2014 by Zac Sprackett
Hi All,

Over the past 2 weeks, we have received intermittent reports of customers on FiOS experiencing severe latency when accessing their instance on the sugarondemand.com domain. This has primarily been related to customers in the NY, PA, and VA regions but others have reported it as well. We investigated this issue thoroughly with our upstream provider and isolated the issue to Verizon's end. If you are affected by this issue, we urge you to contact Verizon's technical support to raise the issue for ultimate resolution. Here is the last response we received in working with our upstream provider (note: the destination IP address was removed by us in the traceroute to protect the affected user):

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When we moved traffic last week it was over Cogent. Although Cogent itself didn't have a packet loss, but as soon as Cogent handed traffic off to Verizon, at the hop I saw packet loss. That was a return path back to the end user which I can definitely influence the routing path. Running a trace right now, I am seeing that packet loss again at the very same handoff. We can reroute again but once that shunt expires it may shift traffic over it again. So the best plan of action would be to have user's accessing the Verizon FIOS server to contact Verizon directly. I am confident to say it is a saturation issue at the hop.

ix2.sje.pnap.net (0.0.0.0) Wed Feb 19 08:40:00 2014
Keys: Help Display mode Restart statistics Order of fields quit Packets Pings

Host Loss% Snt Last Avg Best Wrst StDev
1. border3.g3-48-servlan 1.6% 128 0.5 7.8 0.5 204.3 31.9
2. core1.t6-2-bbnet1.sje 0.0% 128 1.4 1.4 1.2 3.4 0.3
3. vl1064.mag01.sjc01.at 3.1% 128 0.9 8.0 0.9 169.2 24.8
4. te0-4-0-1.ccr21.sjc01 0.0% 128 1.2 1.2 1.0 4.7 0.3
5. be2000.ccr21.sjc03.at 0.0% 128 1.9 2.1 1.7 12.7 1.0
6. verizon.sjc03.atlas.c 23.4% 128 0.9 73.8 0.9 149.0 41.6
7. ???
8. pool-xx-xxx-xxx-xx.ny 29.1% 127 65.6 131.6 63.4 162.6 40.9

I have shifted traffic over to Verizon again

ix2.sje.pnap.net (0.0.0.0) Wed Feb 19 08:43:20 2014

Keys: Help Display mode Restart statistics Order of fields quit Packets Pings
Host Loss% Snt Last Avg Best Wrst StDev

1. border3.g3-48-servlan.sje.pnap 0.0% 14 0.6 0.6 0.5 0.9 0.1
2. core2.t6-2-bbnet2.sje.pnap.net 0.0% 13 0.6 0.6 0.5 0.7 0.1
3. GigabitEthernet0-0-0.GW4.SJC7. 0.0% 13 2.8 3.0 0.9 4.5 1.1
4. ???
5. pool-xx-xxx-xxx-xx.nycmny.fios 0.0% 13 63.6 63.7 63.5 64.1 0.1
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We will post any updates to this announcement as they become available.

Thanks!

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