Some People are unbelievable

[kalidor.livejournal.com]

I was at a client's site today trying to help them with one of their programs that pulls data down from an information services provider. Except, lately, it times out FREQUENTLY. So we call their "support" department. As for the program, a quick description, basically it sends their server a file with a bunch of queries, and then they sends the results back. It times out waiting for the results.



I tell them the issue, and the lady calls her "server" people. She says there is no problem with the server, and everything is working 100%. That we are having timeouts downloading the text files because our internet is slow. So, while she's on the phone, I do a DSL Reports speed scan, (3Mb up/down) and a ping their server ...


Pinging ftp.trackdata.com [198.6.19.20] with 32 bytes of data:

Reply from 198.6.19.20: bytes=32 time=50ms TTL=114
Reply from 198.6.19.20: bytes=32 time=41ms TTL=114
Reply from 198.6.19.20: bytes=32 time=42ms TTL=114
Reply from 198.6.19.20: bytes=32 time=41ms TTL=114

She says she has no idea what a ping is, what milliseconds are, or what a Megabit is, but that has nothing to do with speed, and that I need to do a trace route to ftp.trackdata.com. She then proceeded to slowly tell me how to do a traceroute ... cause as a network person, I've obviously never done that ....


Tracing route to ftp.trackdata.com [198.6.19.20]
over a maximum of 30 hops:

1 3 ms 2 ms 2 ms 192.168.88.129
2 14 ms 17 ms 11 ms 10.39.96.1
3 12 ms 12 ms 10 ms srp6-1.clmboh1-rtr2.columbus.rr.com [65.24.192.235]
4 12 ms 11 ms 10 ms srp10-0.clmboh1-rtr4.columbus.rr.com [65.25.129.100]
5 11 ms 11 ms 12 ms srp5-0.rdcoh-rtr2.columbus.rr.com [65.25.129.102]
6 15 ms 24 ms 15 ms son0-1-1.mtgmoh1-rtr0.cinci.rr.com [65.25.128.225]
7 16 ms 19 ms 16 ms pop1-cin-P3-0.atdn.net [66.185.133.9]
8 18 ms 16 ms 15 ms bb2-cin-P0-0.atdn.net [66.185.133.2]
9 38 ms 32 ms 34 ms bb2-ash-P14-0.atdn.net [66.185.153.60]
10 33 ms 34 ms 33 ms pop2-ash-P1-0.atdn.net [66.185.139.211]
11 33 ms 49 ms 36 ms Level3.atdn.net [66.185.140.254]
12 34 ms 34 ms 35 ms so-1-1-0.bbr1.Washington1.Level3.net [64.159.3.61]
13 42 ms 39 ms 39 ms as-3-0.bbr1.NewYork1.Level3.net [64.159.3.253]
14 38 ms 39 ms 40 ms ge-9-0-53.hsa1.NewYork1.Level3.net [64.159.17.71]
15 41 ms 42 ms 42 ms p0-0.trackdata.bbnplanet.net [4.24.152.150]
16 49 ms 40 ms 45 ms rockwell.trackdata.com [198.6.19.20]


And then says that that is my problem, I am too many hops away. Apperantly if you are further then 6 hops away on the internet, you are not able to connect.

Ok .. so I ask if I can speak to someone in Technical support, but apperantly they don't have such a department, and I am stonewalled. Well .. then ... have a nice day.


gawd ... where do these people come from?