How to hold the provider accountable?

Question

Computer networks

The problem is the following. For 2 weeks now there have been strong problems with the League of Legends game, at the 2nd minute of the game there is a disconnect without the possibility of reconnecting. Before shutdown - typical packet loss symptoms, only VERY strong. Turning on vpn solved the problem - the route to the server changed, the problem server disappeared, but the ping is very high. Not an exit. I wrote to the technical support of the game - they said that the problem is my provider. I wrote to Rostelecom - they said that the server is not theirs, their hut is on the edge and in general this is not their problem. What to do? The problem is critical. I believe that since Rostelecom provides this server in the route, then it should at least somehow be responsible for the availability of this route. Or am I wrong?

Answer 1

Good day to everyone involved in the conversation!
Registered solely because of this post.
A small lyrical digression: I work in support of a regional isp, and therefore I have to constantly communicate with such omniscient gamers.
Since I previously read the answers of the author of the subject to some comments from the audience, I will try to answer in the most accessible language.
morfianes
According to the winmtr trace provided by you personally (by hops):
1. your router;
2. some unknown provider host, presumably closed via icmp;
3. another host on your provider's network (perhaps an intermediate switch or other, presumably, active network equipment);
4. gateway of your provider, from which you are directly given access to the outside (to the Internet) - on this ZO (responsibility area) of your provider EVERYTHING!!!
Here, lyat, right in general EVERYTHING, from the word COMPLETELY !!!
5. ZO of the superior operator!!!
etc.
You're doing fine!! Beautiful!! Respect!!
I googled, and maybe searched in Yandex and found, 2ip.ru on which I "punched" the affiliation of the problematic, in your opinion, IP address, namely 94.25.8.129, and, it would seem, here it is !!!
Ipshnik is in the address space belonging to your provider, but... That's
right - nothing!!!
Here, lyat, just absolutely NOTHING !!! From the word COMPLETELY!!!
The fact that, according to the data you dug up, ipshnik belongs to Rostelecom, well, that is. to your provider, does not indicate anything at all.
As Rostelecom's support correctly noted, which I also told you about, you even threw off a screenshot with correspondence, but apparently something was not enough to think further.
According to the whois data, the resource with this ip is located in the Prestig_Internet network.
Doesn't bother you, does it?!
And now, just as trite as you searched for 2ip.ru, we take and google, well, we use Yandex, (which is more convenient for you ??) Prestig_Internet and the first link, for some reason, enforta.ru.
A little strange, of course, but we'll get to that soon.
A little lower in the search results, though... don't bother - I'm attaching a link:https://www.list-org.com/company/704092
You won't find it yourself anyway.
We follow the link, read it and, oh God!!, we find out the following for ourselves:
- The organization LLC "PRESTIGE-INTERNET" ... probably has a direct relationship with the Prestig_Internet network, at least it is quite logical to assume.
Apparently, PRESTIGE-INTERNET LLC at one time did not have enough address capacity, in connection with which Rostelecom, yes, it was from your provider, simply simply bought an IP address.
It's that simple!!! They took and bought an ipshnik from Rostelecom, count up, la !!!
However, I believe that Rostelecom simply took this ip and "squeezed", i.e. this address is not a PI, i.e. provider-independent, but then you google it, or you can find it in Yandex.
Due to the termination of the contractual relationship between PRESTIGE-INTERNET LLC and Rostelecom, it (ipshnik), most likely, will have to be returned.
Read further:
- Status: TERMINATION OF THE LEGAL ENTITY BY REORGANIZATION IN THE FORM OF ACCESSION from November 01, 2017.
And then, it would seem, all my arguments collapsed, scattered to smithereens, but... x... you guessed it!!
Let's scroll below!!
- Assignees: JSC "ER-Telecom Holding" (brands Dom.ru and Enforta, in case you don't know).
Now it’s more clear what Enfort has to do with it. If you still don't understand, read on.
Thus, we get the following:
- ipshnik belongs to Rostelecom, because it is not PI (presumably);
- the hardware that runs on this ipshnik belongs to ER-Telecom Holding JSC - based on list-org.com data;
- what are the relations in the context of this ip address between Rostelecom and JSC "ER-Telecom Holding" I'm right up to the violet star.
I can dare to assume that the routing is from you, but in fact from your router 192.168.0.1 (D-Link, probably), to the final resource, namely 162.249.73.10, which, as it were, is also fucking not at your side, is built on the principle of OSPF ... or maybe BGP ... or maybe ... (yes, colleagues in the shop will forgive and correct, in case of an error).
What is OSPF / BGP then you google it, or you can find it in Yandex.
If you can't find it, get Rambler to help.
Of course, my assumptions about the actual routing used on your provider's network, as well as traffic exchange points with other telecom operators, remain only assumptions, but ... if ... suddenly ...
Total:
- 212.48.195.0 - the border of your provider (Here, lyat, just the END!!! From the word COMPLETELY!!!), from now on Rostelecom owes/must you (read as you like) a little less than nothing...nothing;
- resource 94.25.8.129 actually belongs to ER-Telecom Holding JSC, despite the fact that the ip address is in the Rostelecom address space, you can find ER-Telecom contacts, everything is already easy here;
- no one will change the route for the sake of you alone - it's troublesome;
- read / read: https://habr.com/en/post/134892/- written in easy-to-understand language;
PS, you are too damned ... "interesting", they pay 500re for 100M, and they make their heads ...

Answer 2

1. Your contract with the provider does not have an SLA, and in general this is not a contract for a network connection, but a contract for the provision of telematic services. Therefore, you cannot make any claims regarding access to a particular server. You can terminate the contract and connect to another provider.
2. You can not rely on the route trace data to determine the qualitative / quantitative characteristics. Routers handle incoming traffic differently from traffic that is destined for or generated by them. Most routers limit the generation of service packets, including replies to pings and other ICMP messages, so WinMTR will very often see losses even with a perfect connection.
3. It's not obvious from your screenshot that your ISP has a problem. No one will ever guarantee you the work of the entire Internet. The provider, at best, can guarantee you the quality of access to certain traffic exchange points.

Answer 3

1. Stop swearing and poking at those who answer you.
2. The provider can fix something within YOUR subnet. Make sure the host that is having problems is on your ISP's subnet and not one of their uplinks. It’s like a no brainer that the entire route from your apartment to the LOL server is not inside your provider, and it’s absolutely not worth communicating with technical support in this way.
3. The fact that the server is not responding does not mean that it is not responding. Echo requests on specific nodes may well be closed, and this is GREATLY VISIBLE, because there are answers from nodes AFTER it (how would you get to them if on the previous node 100% loss?)
4. Without understanding how the global network works, do not teach others how to live, and even more so the provider's technical support, which, despite your farce, tries to answer you correctly.
In your case, if one of the Rostelecom uplinks has set up an unsuccessful route, you can either change the provider, or, study the operation of the network and become at least a regular network engineer, you can study the problem and write to those who actually have it, perhaps they will respond purely humanly .

Answer 4

For what? The provider is absolutely right. If you yourself cannot deal with the problem (which does not exist), then there is no point in blaming the provider and wasting the time of its technical support agents

Answer 5

My personal opinion.
RT as an operator is shitty complete. either change the provider to a normal one (if there is a variant), or VPN always, as I practice with RT ...
unfortunately there are no other options, and you won’t be able to press or do something with them, because. our court system just doesn't work

Answer 6

The quality of services provided is regulated by the contract signed by you. Open, read what is written there (and is it written) about connection stability, packet loss, connection speed, and so on.
If it is written that the provider is obliged to provide access with such and such an acceptable percentage of losses, then go to court. If not written, then your claims are not justified.

Answer 7

Try to change the dns in the router, for example, to claduflyer 1.1.1.1 and 1.0.0.1

Answer 8

Your ISP is connected to a larger ISP the backbone provider may have problems look at the trace and call where
you have a problem for all segments of packet loss and your ISP has them and it's a madhouse on the backbones call everyone