Hello,
We have an employee who works from home (50 miles from my company) and uses Charter as their ISP. Suddenly (as of last Friday), he cannot reach our servers which are hosted on Integra Telecom on our public IP block from any device (tablet, PC, laptop, etc.). I tried pinging his router from our router on Integra, and his router is not reachable. Charter support is telling the employee that "well, you can get on the internet, so its not our problem." A traceroute to the router on Charter dies about two hops into Charter's network... :huh: I even gave the employee the public IP's of the servers he can't reach to use as ammunition. He is getting messages from the web browser about IP's being inaccessible, unreachable, or blocked (DNS is obviously working...). We aren't firewalling him on our end.
Any idea how to bypass the normal home user support at Charter Cable and get ahold of someone at their NOC directly? Integra is trying to blame Charter at this point, and no one except our charter customer is having any problems at all.
↧