7 ms·

Ask HN: How to report network routing issues to Akamai?

Any network traffic going from my location to certain parts of the internet (akamai, specifically -- this includes apple store (such as software updates), apple connect, bing and many other sites) are simply not getting replies. Simply going to a different city fixes the issue, or using a different ISP. I'm able to use a VPN to get a different route from a nearby city that works fine. So, this isn't really a major issue... however, this issue has been ongoing for nearly a week now and I'm finally annoyed enough to figure out that I should probably tell someone because they are clearly unaware. Unfortunately, getting past tier 1 support at my ISP (yes, my wifi router is plugged in, yes I have a wifi signal, yes I rebooted my computer, yes I rebooted my router, yes I rebooted my modem) is basically impossible. Anyone know how to properly report this?

stop50 3y ago
I would choose an domain which you can ping through the vpn and run traceroute against it. Then run the traceroute just through your normal internetconnection. Save the output on BOTH. The next thing is contacting support via mail. On the phone its easy to say that you didnt do step x and hang up. Emails can also be send to responsible people, so it can reach the second level much easier.
- withinboredom 3y ago
  I managed to find a community forum with my ISP where the issue is already reported there and multiple people at the ISP (and others like me) are looking into it. The issue looks pretty weird.
NoZebra120vClip 3y ago
Are you trying to report this to Akamai or your ISP? You are a home-based consumer, with consumer-grade service? Then your ISP does not care, and none of their engineers are paid to heed consumer reports about any connectivity issue, much less third-party ASNs. Your ISP only cares about your wiring and signal from demarc to head end. If there's truly a chronic issue between your ISP's backbone and Akamai, then I'd lay odds that you don't possess the tools or resources to troubleshoot that enough to be of help.
- withinboredom 3y ago
  This is a business connection.
  - NoZebra120vClip 3y ago
    Well, that is a good start. Do you have an autonomous system number (ASN) and an active BGP session with your ISP? If you need to debug a BGP route to the Akamai CDN, then your ISP's engineers would definitely need to be in the loop. The other thing to check is your SLA (service level agreement) with your ISP. This should explain the scope and extent of their support for you and commitments to connectivity. It may also denote any process for troubleshooting or complaint resolution.

stop50 3y ago

I would choose an domain which you can ping through the vpn and run traceroute against it. Then run the traceroute just through your normal internetconnection. Save the output on BOTH. The next thing is contacting support via mail. On the phone its easy to say that you didnt do step x and hang up. Emails can also be send to responsible people, so it can reach the second level much easier.

withinboredom 3y ago
I managed to find a community forum with my ISP where the issue is already reported there and multiple people at the ISP (and others like me) are looking into it. The issue looks pretty weird.

NoZebra120vClip 3y ago

Are you trying to report this to Akamai or your ISP? You are a home-based consumer, with consumer-grade service? Then your ISP does not care, and none of their engineers are paid to heed consumer reports about any connectivity issue, much less third-party ASNs. Your ISP only cares about your wiring and signal from demarc to head end. If there's truly a chronic issue between your ISP's backbone and Akamai, then I'd lay odds that you don't possess the tools or resources to troubleshoot that enough to be of help.

withinboredom 3y ago
This is a business connection.
- NoZebra120vClip 3y ago
  Well, that is a good start. Do you have an autonomous system number (ASN) and an active BGP session with your ISP? If you need to debug a BGP route to the Akamai CDN, then your ISP's engineers would definitely need to be in the loop. The other thing to check is your SLA (service level agreement) with your ISP. This should explain the scope and extent of their support for you and commitments to connectivity. It may also denote any process for troubleshooting or complaint resolution.