I opened a chat with an inexperienced tech 14 days ago - the tech didn’t even know the difference between ICMP & TCP/IP and was recommending I do traceroutes for some reason. I requested an escalation of the issue since the origin couldn’t be reached. He created a Request for me, marked as P1 - urgent . 14 days ago. With 0 updates since then.
I wrote to our sales rep who promised to nudge support then he stopped replying as well.
We stopped proxying the website 14 days ago and are still waiting for any answer.
So ‘Business Plan’ supposedly has 100% SLA - not in our experience, and support is really bad. We have to open a community thread because support can’t be bothered to do their job.
Can someone finally have a look at the issue we opened ?
As far as light on details, I gave him everything he needed to do his job with tools and tests that only CF can perform from the problematic DC. We spend 750$/month with CF, and while it may be peanuts to them, I do expect quality and timely answers, if we are to remain as customers and/or bring even more business to them.
Community members do not have access to customers’ account info or tickets, so if you’re seeking help from the community but you don’t share details of your problem with the community, I’m not sure how we can help.
lol… have you never been married then? Sit down junior.
But if you didn’t… what Cloudflare tech is going to prioritize reaching back out with questions to an abusive douchebag?
And if what the tech asked was for you to do a traceroute from the server itself as part of troubleshooting… based on what little detail you provided, that is a necessary next step to troubleshooting many DC to origin issues. So
Indeed there is. A Cloudflare support representative might have provided one during troubleshooting to test from the server in question during the troubleshooting phase given the opportunity to run through their documented troubleshooting steps. Even if the support rep didn’t understand why they were asking a particular question and documenting the results, that list of details is required to be passed on to a network engineer for troubleshooting. An anycast network with complicated peering and BGP routing such as Cloudflare’s can often have subtle challenges up/downstream which are difficult to reproduce without the cooperation of the reporting party.
Tools exist for the support representatives to perform a variety of tests from the Cloudflare edge in specific datacenters. However with challenges like asymetric routing, it becomes significantly more complicated because issues can exist on the return path where troubleshooting requires a party on the target network to provide data (such as a traceroute).
You could certainly offer to provide a traceroute from your origin server to an IP in the DC in question in the ticket as a next step. A support engineer is unlikely to have access to a ‘fix it’ button so gathering information for the teams which might need to further debug and make changes is why they have checklists.
I see your ticket and will flag it for my colleagues.
@george39 while we appreciate your frustration, but we don’t tolerate abusive language. Your ticket was not ignored, opened & replied to on the 29th and dormant waiting on a reply with the requested details until your reply from last week.