Further to this, you end up with the other extreme, a customer believes Netflix (who are saying it is us) and then lodge a TIO complaint and we cannot fix it. So we get TIO fees for something which is not our fault and which we have been trying to fix.
The customer just ends up upset as ultimately the party who needs to fix it are not responding and pointing fingers elsewhere. [cid:Xi-logo_150e8883-7539-4b86-a491-22175ba1f55d.gif] MATTHEW ENGER | Managing Director T 1300 789 299 D 03 9909 3104 M 0406 532 792 [email protected] | www.xi.com.au<http://www.xi.com.au> This message is confidential. It may also be privileged or otherwise protected by work product immunity or other legal rules. If you have received it by mistake, please let us know by e-mail reply and delete it from your system; you may not copy this message or disclose its contents to anyone. Please send us by fax any message containing deadlines as incoming e-mails are not screened for response deadlines. The integrity and security of this message cannot be guaranteed on the Internet. From: AusNOG <[email protected]> on behalf of Nick Pratley <[email protected]> Date: Monday, 23 August 2021 at 9:48 am To: Mark Andrews <[email protected]> Cc: AusNOG Mailing List <[email protected]> Subject: Re: [AusNOG] Netflix Contact > Direct your customers to the ACCC. They are paying for a service from Netflix > that they are not getting. That is illegal under Australian consumer law. 100% agree with this in principle But the problem here is it's just so easy to move providers now. 1 online order, no setup fee, and a few hours later (sometimes minutes?) the problem probably goes away as you are on another provider with a different IP. That is easier than dealing with ACCC / Netflix / Provider, right? Kinda drives the providers to want (and have) to fix it, before it becomes a mass exodus. Nick On Sun, Aug 22, 2021 at 11:21 PM Mark Andrews <[email protected]<mailto:[email protected]>> wrote: Direct your customers to the ACCC. They are paying for a service from Netflix that they are not getting. That is illegal under Australian consumer law. -- Mark Andrews > On 22 Aug 2021, at 20:38, Jarryd Sullivan > <[email protected]<mailto:[email protected]>> > wrote: > > Can +1, we're in the same boat, been asked to focus on using the ticketing > system as our ticket is with the correct team (geoblocking/VPN) however got 1 > reply that ignored half of what we wrote and has been radio silence since. > Furthermore, we've confirmed with most of the customers that they have never > tried to use a VPN to access content they shouldn't have access to, most of > them were quite confused. They have raised cases with Netflix support > themselves and have been instructed to contact their ISP if they're being > blocked. > > Jarryd Sullivan > > > From: AusNOG > <[email protected]<mailto:[email protected]>> on > behalf of Nathan Brookfield > <[email protected]<mailto:[email protected]>> > Date: Sunday, 22 August 2021 at 7:50 pm > To: Damian Ivereigh <[email protected]<mailto:[email protected]>> > Cc: AusNOG Mailing List <[email protected]<mailto:[email protected]>> > Subject: Re: [AusNOG] Netflix Contact > > This is actually a problem internationally that everyone is having and pretty > much being ignored :( > Nathan Brookfield > General Manager > > p: 1300 592 330 | m: 0401 424 445 | > w: http://iperium.co/ > On 22 Aug 2021, at 19:47, Damian Ivereigh > <[email protected]<mailto:[email protected]>> wrote: > > Yeah mate, we're seeing the same thing. Very frustrating. Also have a ticket > open with them. > > On Sun, 22 Aug 2021, 18:52 Matthew Enger, > <mailto:[email protected]<mailto:[email protected]>> wrote: > Hello, > > Anyone got a Netflix contact who can help with vpn/cgnat/geo blocking? > > I have been emailing the peering db entry of > mailto:[email protected]<mailto:[email protected]> who initially > responded but then went dead. > > I have been following up regularly no reply. Created a new ticket, no reply > to that either. > > This has been going on for a number of weeks and I know of a number of other > providers also having similar issues so if anyone has a contact who can help > I am sure the industry would appreciate it 😊 > > Thanks. > > > > > MATTHEW ENGER | Managing Director > T 1300 789 299 D 03 9909 3104 M 0406 532 792 > mailto:[email protected]<mailto:[email protected]> | http://www.xi.com.au > This message is confidential. It may also be privileged or otherwise > protected by work product immunity or other legal rules. If you have received > it by mistake, please let us know by e-mail reply and delete it from your > system; you may not copy this message or disclose its contents to anyone. > Please send us by fax any message containing deadlines as incoming e-mails > are not screened for response deadlines. The integrity and security of this > message cannot be guaranteed on the Internet. > _______________________________________________ > AusNOG mailing list > mailto:[email protected]<mailto:[email protected]> > http://lists.ausnog.net/mailman/listinfo/ausnog > _______________________________________________ > AusNOG mailing list > [email protected]<mailto:[email protected]> > http://lists.ausnog.net/mailman/listinfo/ausnog > > This e-mail may include confidential information. If you received this e-mail > by mistake, please inform the sender immediately and then delete this e-mail. > Please do not copy or share the information included in this e-mail. Aussie > Broadband acknowledges the Traditional Custodians of country throughout > Australia and their connections to land, sea and community. We pay our > respect to their elders past, present, and emerging, and extend that respect > to all Aboriginal and Torres Strait Islander peoples today. > <Xi-logo_150e8883-7539-4b86-a491-22175ba1f55d.gif> > _______________________________________________ > AusNOG mailing list > [email protected]<mailto:[email protected]> > http://lists.ausnog.net/mailman/listinfo/ausnog _______________________________________________ AusNOG mailing list [email protected]<mailto:[email protected]> http://lists.ausnog.net/mailman/listinfo/ausnog Message protected by MailGuard: e-mail anti-virus, anti-spam and content filtering. http://www.mailguard.com.au/mg Report this message as spam<https://console.mailguard.com.au/ras/21dTadXj6e/3U0nxD71Iyam6wR7ABfMj3/7>
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