[email protected]? Peeringdb? Nanog? On May 28, 2015 3:58 PM, "Sterling Jacobson" <[email protected]> wrote:
> I can't remember if I posted this here, but about a month ago Vudu, Hulu, > ABC and Disney streaming all stopped at the same time for all customers on > my network. > > After contacting all of the various customer support departments I found > out they had to whitelist all of my IP blocks because they thought they > were "Out of Country" or VPN/Proxy. > > Hulu support was the fastest. They had it all cleared and customers access > restored in a day. > > Disney and ABC apparently use the same go.com infrastructure and took a > few weeks to finally convince someone there to fix it. > But they did for all our blocks and now we have no problems with them. > > Vudu on the other hand are being obstinate with me and my customers. > On the phone the nice rep agreed that we need to be white listed, but > couldn't seem to get a hold of anyone high enough in engineering to fix it. > > The email support thread (below in reverse, top most recent ordering) > shows a long back and forth, then nothing. > > What can I do here? > > I'm thinking there may be some way to publically shame them into fixing it? > > Like John Oliver, lol! > > > Begin top recent thread with Vudu. Scroll down to bottom to read from the > beginning time wise. > > > Ok, so now you guys are flat out lying to our customers. > > We are not on a VPN and we are NOT on a proxy! > > These are directly assigned public IP's to customers homes that live in > Saratoga Springs, Utah on a fiber to the home connection. > > The IP blocks route through our provider, a Data center in Provo, Utah. > > The message sent to our customer Alex shown below is incorrect and causing > issues with our credibility. > We will record damages in any customer service issues dealing with this > and track everything you say for our legal team. > > Please resolve this today before we take this public and consult legal > action. > > Have a nice day! > Sterling > > Hi Alex, > > Thank you for contacting VUDU Customer Care. I apologize for any > inconveniences. > > Unfortunately, VUDU does not supports proxys or VPNs. We looked up the IP, > it's has a hosting proxy and you are using a VPN. This is out of our > engineering teams troubleshooting abilities. Please get in touch with your > ISP for further assistance. > > If you have any further questions or concerns please do not hesitate to > contact us again. Have a great day! > Customer Sterling Jacobson (10308805) via CSS Web 05/26/2015 08:11 PM > So, are you all ignoring the issue now? > > I'm instructing all of our customers on over 2000 IP's to go to the FCC > complain page and file against Vudu.com that they are intentionally > blocking everyone on our ISP. > > Customers of ours are all having Vudu.com issues and support isn't helping > them. > Instead they are blaming them for router/browser issues that have no > problems. > > Please take action. > > Unblock and white list our IP ranges 108.165.28.0/22 and 108.165.36.0/22 > > You are losing customers. > > -Sterling > Customer Sterling Jacobson (10308805) via CSS Web 05/20/2015 05:27 PM > Still not fixed. > > For me, or any of my IP block customers. > > ABC.com and Disney just fixed theirs, so now we are working for all 2048 > IP's on their networks. Hulu was fixed within an hour of when I notified > them. > > Why is Vudu incapable of the same thing? > > Is there anyone on your team able to whitelist this? > > -Sterling > Response Cody C via Email 05/19/2015 02:58 PM > Hello Sterling, > > I hope this email finds you well. Thank you for providing the needed > information. We will send this to our engineering to look into this. Thank > you, and have a great day! > > Best Regards, > > Cody C. > VUDU Customer Care > 7am-8pm PST > 1-888-554-VUDU (8838) > [email protected] > Customer Sterling Jacobson (10308805) via CSS Web 05/19/2015 02:55 PM > Uh, do you want this answered for myself (pointless IMO) or for everyone > (even more pointless)? > > I'll answer inline: > > Type of Computer (PC or Mac): ALL > What operation system? Every > What browser(s) are they using? ALL OF THEM > What version of that browser(s)?LOTS > Movie title: WHO KNOWS > Movie definition: HIGH > Speedtest.vudu.com results: Almost 40Mbps both ways (you seem to be > capped at 40Mbps since this is a fiber 1000Mbps line). > How is that computer connected to the network (Wired or Wireless): Wired > If wireless, how far is the router, are there any walls ceilings between? > N/A > The make and model of the modem: LOTS > The make and model of the router: MANY > location: Saratoga Springs, Utah, USA > Who is the ISP? > > Avative Fiber > avative.net > Over 2000 IP's in Saratoga Springs, Utah, lots of unhappy customers. > Still unhappy since it's been over a week of issues with Vudu. > > Please help! This is not a client end problem. Cross all that off your > list. > Get to the point and white list our IP blocks. > Pending failure to do that at the VERY least clear my own two IP's so I > know you are capable of just that for our customers individually. > 108.165.31.3 and 108.165.31.5. Blocks are 108.165.28.0/22 and > 108.165.36.0/22 > Response Cody C via Email 05/19/2015 10:26 AM > Hello Sterling, > > I hope this email finds you well. If could also please provide us with the > following: > Type of Computer (PC or Mac): > What operation system? > What browser(s) are they using? > What version of that browser(s)? > Movie title: > Movie definition: > Speedtest.vudu.com results: > How is that computer connected to the network (Wired or Wireless): > If wireless, how far is the router, are there any walls ceilings between? > The make and model of the modem: > The make and model of the router: > location: > Who is the ISP? > Thank you, and have a great day! > > Best Regards, > > Cody C. > VUDU Customer Care > 7am-8pm PST > 1-888-554-VUDU (8838) > [email protected] > Response Kathryn C via Email 05/19/2015 10:21 AM > Hello, > > I hope this email finds you well. > > Thank you for providing us with the requested information. I have > escalated your case up to our engineering team for further review. Thank > you for your patience and cooperation in this matter. > We look forward to getting this issue resolved. > > Best Regards, > > Kathryn Cheatwood > VUDU Customer Care > 1-888-554-VUDU (8838) > [email protected] > OPEN 7:00 AM to 8:00 PM PST > Customer Sterling Jacobson (10308805) via CSS Web 05/19/2015 09:14 AM > Hey, any updates?? Still not fixed for me, let alone my 2048 IP's on my > customer network. > > Do you really expect every customer of mine using Vudu to perform four > trace routes and send them to you individually? > > -Sterling > Customer Sterling Jacobson (10308805) via CSS Web 05/18/2015 11:13 AM > Ok. If you could really, really please fix this for all of my subnets I > would appreciate it. > They are all going to have the same tracert as my home account except for > the first IP line. > They all route the exact same. > > Here is my tracert: > > C:\Users\Sterling>tracert llgvault.vudu.com > > Tracing route to vudu.re.llnwd.net [68.142.93.133] > over a maximum of 30 hops: > > 1 <1 ms <1 ms <1 ms 108-165-31-1.avative.net [108.165.31.1] > 2 1 ms <1 ms <1 ms 69-27-173-89.acedc.net [69.27.173.89] > 3 2 ms 2 ms 2 ms be4012.ccr21.slc01.atlas.cogentco.com [38.104.17 > 4.197] > 4 18 ms 18 ms 18 ms be2087.ccr22.sfo01.atlas.cogentco.com [154.54.5. > 101] > 5 19 ms 19 ms 19 ms be2165.ccr22.sjc01.atlas.cogentco.com [154.54.28 > .66] > 6 19 ms 19 ms 20 ms be2047.ccr21.sjc03.atlas.cogentco.com [154.54.5. > 114] > 7 26 ms 32 ms 22 ms 38.104.138.74 > 8 50 ms 43 ms 33 ms tge2-7.fr3.sea2.llnw.net [69.28.171.146] > 9 34 ms 34 ms 41 ms cdn-68-142-93-133.sea2.llnw.net [68.142.93.133] > > > Trace complete. > > C:\Users\Sterling>tracert lldvault.vudu.com > > Tracing route to vudu-rd.vo.llnwd.net [68.142.93.254] > over a maximum of 30 hops: > > 1 <1 ms <1 ms <1 ms 108-165-31-1.avative.net [108.165.31.1] > 2 4 ms <1 ms <1 ms 69-27-173-89.acedc.net [69.27.173.89] > 3 2 ms 2 ms 2 ms be4012.ccr21.slc01.atlas.cogentco.com [38.104.17 > 4.197] > 4 18 ms 18 ms 18 ms be2086.ccr21.sfo01.atlas.cogentco.com [154.54.3. > 185] > 5 19 ms 19 ms 19 ms be2164.ccr21.sjc01.atlas.cogentco.com [154.54.28 > .34] > 6 20 ms 20 ms 19 ms be2000.ccr21.sjc03.atlas.cogentco.com [154.54.6. > 106] > 7 22 ms 22 ms 26 ms 38.104.139.162 > 8 26 ms 23 ms 23 ms ve5.fr3.sjc.llnw.net [69.28.171.209] > 9 33 ms 33 ms 36 ms tge2-7.fr3.sea2.llnw.net [69.28.171.146] > 10 43 ms 41 ms 33 ms cdn-68-142-93-254.sea2.llnw.net [68.142.93.254] > > > Trace complete. > > C:\Users\Sterling>tracert llpvault.vudu.com > > Tracing route to vudu-p.vo.llnwd.net [68.142.93.133] > over a maximum of 30 hops: > > 1 <1 ms <1 ms <1 ms 108-165-31-1.avative.net [108.165.31.1] > 2 1 ms 13 ms <1 ms 69-27-173-89.acedc.net [69.27.173.89] > 3 2 ms 2 ms 2 ms be4012.ccr21.slc01.atlas.cogentco.com [38.104.17 > 4.197] > 4 18 ms 18 ms 18 ms be2087.ccr22.sfo01.atlas.cogentco.com [154.54.5. > 101] > 5 19 ms 19 ms 19 ms be2165.ccr22.sjc01.atlas.cogentco.com [154.54.28 > .66] > 6 20 ms 19 ms 20 ms be2047.ccr21.sjc03.atlas.cogentco.com [154.54.5. > 114] > 7 31 ms 23 ms 24 ms 38.104.138.74 > 8 40 ms 33 ms 38 ms tge2-7.fr3.sea2.llnw.net [69.28.171.146] > 9 34 ms 34 ms 33 ms cdn-68-142-93-133.sea2.llnw.net [68.142.93.133] > > > Trace complete. > > C:\Users\Sterling>tracert startup.vvond.net > > Tracing route to startup.vvond.net [208.79.221.221] > over a maximum of 30 hops: > > 1 <1 ms <1 ms <1 ms 108-165-31-1.avative.net [108.165.31.1] > 2 1 ms 13 ms <1 ms 69-27-173-89.acedc.net [69.27.173.89] > 3 2 ms 3 ms 2 ms be4012.ccr21.slc01.atlas.cogentco.com [38.104.17 > 4.197] > 4 18 ms 18 ms 18 ms be2086.ccr21.sfo01.atlas.cogentco.com [154.54.3. > 185] > 5 19 ms 19 ms 19 ms be2164.ccr21.sjc01.atlas.cogentco.com [154.54.28 > .34] > 6 20 ms 19 ms 19 ms be2000.ccr21.sjc03.atlas.cogentco.com [154.54.6. > 106] > 7 19 ms 19 ms 19 ms zayo.sjc03.atlas.cogentco.com [154.54.10.194] > 8 20 ms 42 ms 20 ms ae10.cr2.sjc2.us.zip.zayo.com [64.125.31.73] > 9 20 ms 20 ms 20 ms ae3.er2.sjc2.us.zip.zayo.com [64.125.28.57] > 10 23 ms 22 ms 22 ms ae0.er1.sjc2.us.zip.zayo.com [64.125.25.105] > 11 25 ms 25 ms 25 ms te2-4.cr1.mlp1.peakwebhosting.com [64.124.200.82 > ] > 12 25 ms 25 ms 25 ms 67.221.32.165 > 13 25 ms 25 ms 25 ms 208.79.221.221 > > Trace complete. > > C:\Users\Sterling> > Response Kevin W via Email 05/17/2015 01:07 PM > Hello Sterling. > > I hope this email finds you well. > To better assist you, we will need to collect a trace route, which will > show us a more detailed view of your connection to our servers: > Windows XP > Open Start > Run > Type "cmd" and hit "enter" > When the command prompt loads type in the following commands: > tracert llgvault.vudu.com > tracert lldvault.vudu.com > tracert llpvault.vudu.com > tracert startup.vvond.net > Windows Vista/7/8 > Type "cmd" under the search box on the Start menu > When the command prompt loads type in the following commands: > tracert llgvault.vudu.com > tracert lldvault.vudu.com > tracert llpvault.vudu.com > tracert startup.vvond.net > Mac OSX > Application Folder > Utilities > Terminal > Open the terminal and type the following commands: > traceroute llgvault.vudu.com > traceroute lldvault.vudu.com > traceroute llpvault.vudu.com > traceroute startup.vvond.net > This will display a screen full of information showing every router the > connection passes through to get to its destination and the amount of time > it takes to get to each location (this will help our engineers determine > any routing issues). To copy this, right click the screen and choose > '"Select All'" (or Cntrl+A). Hold Ctrl + C or the hit the "Enter" button, > this will copy this information the white highlighted box will disappear > when you do this. > Please reply to this email with the resulting information so we may > investigate your issue further. > Best regards, > > Kevin W > VUDU Customer Care > 1-888-554-VUDU (8838) > [email protected] > OPEN 7:00 AM to 8:00 PM PST > Customer Sterling Jacobson (10308805) via CSS Web 05/16/2015 10:35 PM > That is total crap. You guys are losing customers and so am I. > > What does that look like for both of us if I have to send around an email > to thousands of customers telling them to go to your support page? > > Prove to me that it even works. > > I am on IP 108.165.31.3 and 108.165.31.5. > > Please fix it for my personal network and let me see if we can even get to > step one. > > Thanks! > Sterling > Response ruribe via Email 05/16/2015 01:26 PM > Hello Sterling, > Thank you for contacting Vudu Customer Support. > Again as stated from the previous agent. We will need to have each VUDU > user contact us at the number below to assist them further. We do highly > apologize for this inconvenience. Have a great day. > > Best Regards, > > Ruben Uribe > VUDU Tier II Network Technician > Open: 7 days a Week, 7AM-8PM PST > 1-888-554-VUDU (8838) > [email protected] > Customer Sterling Jacobson (10308805) via CSS Web 05/16/2015 11:10 AM > No, no proxy or VPN, these /22 blocks are routed directly in Saratoga > Springs Utah at a few different sites in the city. > The public static IP addresses are directly allocated to customer routers. > > I can give you exact GPS coordinates in a KMZ file if that helps. > > I really need someone on your team to step up for my 2048 IP's and get > this whitelisted ASAP. > > I'm losing customers, and so are you, because of this Out of Country > problem. > > This is not our problem, we've been running for a couple of years just > fine until recently. > > Someone, somewhere, got our entire IP space on a list which is WRONG. > > Please, please do something about this. > > Customers are filing FCC complaints now against Vudu regarding this. > > Thanks! > Sterling > Response Kevin W via Email 05/15/2015 07:24 PM > Hello Sterling. > > I hope this email finds you well. > Thank you for contacting VUDU customer care. To assist you better are you > using a VPN or proxy server? If so we do not support either of these on our > service. If not we will need to have each VUDU user contact us at the > number below to assist further. I do apologize for the inconvenience and we > look forward to hearing from you. > Thank you. > Best regards, > > Kevin Wolfe > VUDU Customer Care > 1-888-554-VUDU (8838) > [email protected] > OPEN 7:00 AM to 8:00 PM PST > Customer Sterling Jacobson (10308805) via CSS Web 05/15/2015 04:09 PM > None of this helps. > > For these 2048 IP Addresses in our ARIN assigned/SWIPed block we still > cannot use Vudu. > > Lots of unhappy customers for us. > > It is also disney and abc using the Amazon AWS go.com services. > > It appears Vudu may also use AWS services/CDN. > > So I suspect there is a master blacklist involved at Amazon that my IPv4 > blocks are on for some reason. > > I need someone competent on your team at Vudu to figure out how to > whitelist our IP ranges ASAP. > > Is that possible? > > Thanks a ton! > -Sterling Jacobson > Manager, Avative Fiber > Avative.net > Response David S via Email 05/15/2015 09:07 AM > Hello Sterling, > I hope this e-mail finds you well. > There are a couple different possible causes for receiving error #5000. I > will provide some further information and troubleshooting below. > 1. Go to http://adobe.com/go/settmgr_storage_en > a. In the Website Storage Setting Panel Click the "Delete all sites" > b. In the Protected Content Playback Settings panel Click the "Reset > License Files" > 2. Uninstall the current version of Adobe Flash Player from your computer > If you have a mac: > http://helpx.adobe.com/flash-player/kb/uninstall-flash-player-mac-os.html > 3. Install Adobe Air - http://get.adobe.com/air/ > 4. Re-install Adobe Flash Player - http://get.adobe.com/flashplayer > 5. Reboot the PC after these installs and try to stream the video again. > Sometimes switching your web browser will solve this issue. I would > suggest using Google Chrome as it automatically updates your Flash player. > With some computers, Mozilla Firefox is your best option. We do not suggest > Internet Explorer for our web site. If you are already using Google Chrome, > try uninstalling it and reinstalling it as an update may not have updated > correctly and could also be causing the issue. > Other possible causes are as listed below; > -User may be outside of the United States > -User may be on a public network (Example: Hotel, School, Dorm, Work) > -User may need to update flash www.adobe.com/downloads > -Try another browser - or update the current browser. > -User may be running into a Firewall issue on their home network. > If any of these apply to you at this time as far as being out of the > country or using a public network, then that would be the cause of the > error. > If the issue persists, then it may be a possible firewall issue. Please > contact us at our number below and one of our technicians will be happy to > assist you. > Best regards, > > David S. > VUDU Customer Care > 7am-8pm PST > 1-888-554-VUDU (8838) > [email protected] > Customer Sterling Jacobson (10308805) via CSS Web 05/14/2015 07:44 PM > Actually it's multiple users on an ISP that I own, Avative Fiber. > > Can you please white list the following IP Ranges? > > Avative Fiber (ARIN AL-464), we need all of our IP's on the following > blocks white listed asap. > 108.165.36.0/22 > 108.165.28.0/22 > It's either handle this one request or thousands of our fiber optic > customers and business lines start this same exact request process. > Let me know if there is something else we can do, or when it will be > resolved. > We've already resolved the issue with Hulu. > Thanks! > > Sterling Jacobson > Manager > Avative Fiber > Response Kevin W via Email 05/14/2015 05:29 PM > Hello Sterling. > > I hope this email finds you well. > There are a couple different possible causes for receiving error #5000. I > will provide some further information and troubleshooting below. > The first step that you can try to resolve this issue, would be to go to: > 1. http://adobe.com/go/settmgr_storage_en > a. In the Website Storage Setting Panel Click the "Delete all sites" > b. In the Protected Content Playback Settings panel Click the "Reset > License Files" > 2. Uninstall the current version of Adobe Flash Player from your computer > If you have a mac: > http://helpx.adobe.com/flash-player/kb/uninstall-flash-player-mac-os.html > 3. Install Adobe Air - http://get.adobe.com/air/ > > 4. Re-install Adobe Flash Player - http://get.adobe.com/flashplayer > 5. Reboot the PC after these installs and try to stream the video again. > We also recommend switching your web browser to resolve the issue if it > persists. I would suggest using Google Chrome as it automatically updates > your Flash player. With some computers, Mozilla Firefox is your best > option. If you are already using Google Chrome, try uninstalling it and > reinstalling it, as an update may not have updated correctly and could also > be causing the issue. > If the issue persists, then it may be a possible firewall issue. Please > contact us at our number below and one of our technicians will be happy to > assist you. > Best regards, > > Kevin Wolfe > VUDU Customer Care > 1-888-554-VUDU (8838) > [email protected] > OPEN 7:00 AM to 8:00 PM PST > Customer Sterling Jacobson (10308805) via CSS Web 05/14/2015 03:56 PM > Can't watch my Vudu movies on my computer due to some vague error #5000. > > Can you explain? > > Thanks! > Sterling >
