Mailing List Archive

Ugh, they used to.


I can't stand these consumer-focused organizations that are irresponsible to the greater operator community.




-----
Mike Hammett
Intelligent Computing Solutions

Midwest Internet Exchange

The Brothers WISP

----- Original Message -----

From: "Seth Mattinen" <sethm@rollernet.us>
To: Nanog@nanog.org
Sent: Sunday, November 8, 2020 9:24:11 AM
Subject: Disney+ Geolocation (again)

People can't watch Disney+. Looked at old emails, read them. Checked
every geolocation site for my netblocks (which return ok). Emailed to
netadmin@disneystreaming.com

They responded with "We do not service these requests via this email".

Now what? Anyone have a secret contact that can actually help?

~Seth

On 11/8/20 8:58 AM, Mike Hammett wrote:
> Ugh, they used to.
>
> I can't stand these consumer-focused organizations that are
> irresponsible to the greater operator community.
>
>


I was told to go to help.disneyplus.com to resolve this, which just
gives you the "you're on a VPN" page if you type in "error 73". I called
anyway, and as I assumed they can't help me as an ISP calling in. (I did
test to confirm with a friend's account but I'm not the account holder.)
Even then, that doesn't help the overall "yeah our service works with
every major streaming service *except* Disney+, so if you use them
you'll have to call to convince them you're not using a VPN."

This isn't even a new network, I've had 74.118.152.0/21 allocated to me
since 2005. Why people insist on reinventing the geolocation wheel is
beyond me.

~Seth

Did you ask what the correct avenue was? I'm assuming you did. I'm also assuming they were of no additional help.




-----
Mike Hammett
Intelligent Computing Solutions

Midwest Internet Exchange

The Brothers WISP

----- Original Message -----

From: "Seth Mattinen" <sethm@rollernet.us>
To: Nanog@nanog.org
Sent: Sunday, November 8, 2020 11:20:17 AM
Subject: Re: Disney+ Geolocation (again)

On 11/8/20 8:58 AM, Mike Hammett wrote:
> Ugh, they used to.
>
> I can't stand these consumer-focused organizations that are
> irresponsible to the greater operator community.
>
>


I was told to go to help.disneyplus.com to resolve this, which just
gives you the "you're on a VPN" page if you type in "error 73". I called
anyway, and as I assumed they can't help me as an ISP calling in. (I did
test to confirm with a friend's account but I'm not the account holder.)
Even then, that doesn't help the overall "yeah our service works with
every major streaming service *except* Disney+, so if you use them
you'll have to call to convince them you're not using a VPN."

This isn't even a new network, I've had 74.118.152.0/21 allocated to me
since 2005. Why people insist on reinventing the geolocation wheel is
beyond me.

~Seth

Specifically for Network Operators, you may email
TechOps-Distribution@disneystreaming.com for technical issues relating
to Disney+. Hope this helps.

Thanks

J

------ Original Message ------
From: "Seth Mattinen" <sethm@rollernet.us>
To: "Nanog@nanog.org" <Nanog@nanog.org>
Sent: 11/8/2020 9:20:17 AM
Subject: Re: Disney+ Geolocation (again)

>On 11/8/20 8:58 AM, Mike Hammett wrote:
>> Ugh, they used to.
>>
>> I can't stand these consumer-focused organizations that are
>> irresponsible to the greater operator community.
>>
>>
>
>
>I was told to go to help.disneyplus.com to resolve this, which just
>gives you the "you're on a VPN" page if you type in "error 73". I called
>anyway, and as I assumed they can't help me as an ISP calling in. (I did
>test to confirm with a friend's account but I'm not the account holder.)
>Even then, that doesn't help the overall "yeah our service works with
>every major streaming service *except* Disney+, so if you use them
>you'll have to call to convince them you're not using a VPN."
>
>This isn't even a new network, I've had 74.118.152.0/21 allocated to me
>since 2005. Why people insist on reinventing the geolocation wheel is
>beyond me.
>
>~Seth

I updated our page. :-)




-----
Mike Hammett
Intelligent Computing Solutions
http://www.ics-il.com

Midwest-IX
http://www.midwest-ix.com

----- Original Message -----

From: "Jeff Mansukhani" <jeff@mansukhani.net>
To: "Seth Mattinen" <sethm@rollernet.us>, Nanog@nanog.org
Sent: Thursday, November 12, 2020 5:49:40 PM
Subject: Re[2]: Disney+ Geolocation (again)

Specifically for Network Operators, you may email
TechOps-Distribution@disneystreaming.com for technical issues relating
to Disney+. Hope this helps.

Thanks

J

------ Original Message ------
From: "Seth Mattinen" <sethm@rollernet.us>
To: "Nanog@nanog.org" <Nanog@nanog.org>
Sent: 11/8/2020 9:20:17 AM
Subject: Re: Disney+ Geolocation (again)

>On 11/8/20 8:58 AM, Mike Hammett wrote:
>> Ugh, they used to.
>>
>> I can't stand these consumer-focused organizations that are
>> irresponsible to the greater operator community.
>>
>>
>
>
>I was told to go to help.disneyplus.com to resolve this, which just
>gives you the "you're on a VPN" page if you type in "error 73". I called
>anyway, and as I assumed they can't help me as an ISP calling in. (I did
>test to confirm with a friend's account but I'm not the account holder.)
>Even then, that doesn't help the overall "yeah our service works with
>every major streaming service *except* Disney+, so if you use them
>you'll have to call to convince them you're not using a VPN."
>
>This isn't even a new network, I've had 74.118.152.0/21 allocated to me
>since 2005. Why people insist on reinventing the geolocation wheel is
>beyond me.
>
>~Seth

< advertisement >

https://datatracker.ietf.org/doc/draft-ymbk-opsawg-finding-geofeeds/

there is a draft-ietf-opsawg-finding-geofeeds as soon as draft
submission opens

randy

From my understanding, they are using each of their respective CDN's
geo-blocking rules. Probably best to contact Akamai, Fastly, Limelight, etc
to make sure your IP ranges are flagged as in the US.

On Fri, Nov 13, 2020 at 3:24 PM Randy Bush <randy@psg.com> wrote:

> < advertisement >
>
> https://datatracker.ietf.org/doc/draft-ymbk-opsawg-finding-geofeeds/
>
> there is a draft-ietf-opsawg-finding-geofeeds as soon as draft
> submission opens
>
> randy
>

Thanks!

The page: http://thebrotherswisp.com/index.php/geo-and-vpn/

Josh Luthman
24/7 Help Desk: 937-552-2340
Direct: 937-552-2343
1100 Wayne St
Suite 1337
Troy, OH 45373


On Fri, Nov 13, 2020 at 1:25 PM Mike Hammett <nanog@ics-il.net> wrote:

> I updated our page. :-)
>
>
>
> -----
> Mike Hammett
> Intelligent Computing Solutions
> http://www.ics-il.com
>
> Midwest-IX
> http://www.midwest-ix.com
>
> ------------------------------
> *From: *"Jeff Mansukhani" <jeff@mansukhani.net>
> *To: *"Seth Mattinen" <sethm@rollernet.us>, Nanog@nanog.org
> *Sent: *Thursday, November 12, 2020 5:49:40 PM
> *Subject: *Re[2]: Disney+ Geolocation (again)
>
> Specifically for Network Operators, you may email
> TechOps-Distribution@disneystreaming.com for technical issues relating
> to Disney+. Hope this helps.
>
> Thanks
>
> J
>
> ------ Original Message ------
> From: "Seth Mattinen" <sethm@rollernet.us>
> To: "Nanog@nanog.org" <Nanog@nanog.org>
> Sent: 11/8/2020 9:20:17 AM
> Subject: Re: Disney+ Geolocation (again)
>
> >On 11/8/20 8:58 AM, Mike Hammett wrote:
> >> Ugh, they used to.
> >>
> >> I can't stand these consumer-focused organizations that are
> >> irresponsible to the greater operator community.
> >>
> >>
> >
> >
> >I was told to go to help.disneyplus.com to resolve this, which just
> >gives you the "you're on a VPN" page if you type in "error 73". I called
> >anyway, and as I assumed they can't help me as an ISP calling in. (I did
> >test to confirm with a friend's account but I'm not the account holder.)
> >Even then, that doesn't help the overall "yeah our service works with
> >every major streaming service *except* Disney+, so if you use them
> >you'll have to call to convince them you're not using a VPN."
> >
> >This isn't even a new network, I've had 74.118.152.0/21 allocated to me
> >since 2005. Why people insist on reinventing the geolocation wheel is
> >beyond me.
> >
> >~Seth
>
>

* sethm@rollernet.us (Seth Mattinen) [Sun 08 Nov 2020, 18:21 CET]:
>I've had 74.118.152.0/21 allocated to me since 2005.

So many IPs in possession for so long, yet so little reverse DNS:
---
$ (for j in `jot 7 2`; do for i in `jot 255`; do host 74.118.15$j.$i; done; done) | grep -c NXDOMAIN
1579
---

And a lame delegation for 159.118.74.in-addr.arpa.


-- Niels.

On 11/13/20 12:52 PM, Niels Bakker wrote:
> * sethm@rollernet.us (Seth Mattinen) [Sun 08 Nov 2020, 18:21 CET]:
>> I've had 74.118.152.0/21 allocated to me since 2005.
>
> So many IPs in possession for so long, yet so little reverse DNS:
> ---
> $ (for j in `jot 7 2`; do for i in `jot 255`; do host 74.118.15$j.$i;
> done; done) | grep -c NXDOMAIN
> 1579
> ---

Not sure why that's a problem.


>
> And a lame delegation for 159.118.74.in-addr.arpa.
>

The last /24 is not in use. I've been reserving it since free pool
exhaustion in case I can't get more for some unknown reason. I suppose
it would still count against me with a whole /24 of NXDOMAIN either way.

Hi Mike,

You may want to add
technical operations services team TechOps-Services@disneystreaming.com<mailto:TechOps-Services@disneystreaming.com>

We wrote to the distribution address and they replied forwarding it to services

Brian

From: NANOG <nanog-bounces+b.turnbow=twt.it@nanog.org> On Behalf Of Mike Hammett
Sent: Friday, November 13, 2020 7:25 PM
To: Jeff Mansukhani <jeff@mansukhani.net>
Cc: Nanog@nanog.org
Subject: Re: Re[2]: Disney+ Geolocation (again)

I updated our page. :-)


-----
Mike Hammett
Intelligent Computing Solutions
http://www.ics-il.com

Midwest-IX
http://www.midwest-ix.com

________________________________
From: "Jeff Mansukhani" <jeff@mansukhani.net<mailto:jeff@mansukhani.net>>
To: "Seth Mattinen" <sethm@rollernet.us<mailto:sethm@rollernet.us>>, Nanog@nanog.org<mailto:Nanog@nanog.org>
Sent: Thursday, November 12, 2020 5:49:40 PM
Subject: Re[2]: Disney+ Geolocation (again)

Specifically for Network Operators, you may email
TechOps-Distribution@disneystreaming.com<mailto:TechOps-Distribution@disneystreaming.com> for technical issues relating
to Disney+. Hope this helps.

Thanks

J

HI all,

Sorry there is a misunderstanding. Requests for Disney+ should go via https://help.disneyplus.com/csp instead. Please kindly remove from your documentation and do not email thse two @disneystreaming.com email addresses.

Thank you

J

------ Original Message ------
From: "Brian Turnbow via NANOG" <nanog@nanog.org<mailto:nanog@nanog.org>>
To: "Mike Hammett" <nanog@ics-il.net<mailto:nanog@ics-il.net>>
Cc: "nanog@nanog.org<mailto:nanog@nanog.org>" <nanog@nanog.org<mailto:nanog@nanog.org>>
Sent: 11/16/2020 8:12:29 AM
Subject: RE: Re[2]: Disney+ Geolocation (again)

Hi Mike,

You may want to add
technical operations services team TechOps-Services@disneystreaming.com<mailto:TechOps-Services@disneystreaming.com>

We wrote to the distribution address and they replied forwarding it to services

Brian

From: NANOG <nanog-bounces+b.turnbow=twt.it@nanog.org<mailto:nanog-bounces+b.turnbow=twt.it@nanog.org>> On Behalf Of Mike Hammett
Sent: Friday, November 13, 2020 7:25 PM
To: Jeff Mansukhani <jeff@mansukhani.net<mailto:jeff@mansukhani.net>>
Cc: Nanog@nanog.org<mailto:Nanog@nanog.org>
Subject: Re: Re[2]: Disney+ Geolocation (again)

I updated our page. :-)


-----
Mike Hammett
Intelligent Computing Solutions
http://www.ics-il.com

Midwest-IX
http://www.midwest-ix.com

________________________________
From: "Jeff Mansukhani" <jeff@mansukhani.net<mailto:jeff@mansukhani.net>>
To: "Seth Mattinen" <sethm@rollernet.us<mailto:sethm@rollernet.us>>, Nanog@nanog.org<mailto:Nanog@nanog.org>
Sent: Thursday, November 12, 2020 5:49:40 PM
Subject: Re[2]: Disney+ Geolocation (again)

Specifically for Network Operators, you may email
TechOps-Distribution@disneystreaming.com<mailto:TechOps-Distribution@disneystreaming.com> for technical issues relating
to Disney+. Hope this helps.

Thanks

J

Hi Jeff
That seems to be oriented twords end users, not isps.
Are you suggesting that isps call/chat customer service?
So there Is no noc to noc services available?

When I opened a chat saying that i was writing from an ISP the response was .... What Is an ISP?

Thanks
Brian


Brian Turnbow
________________________________
Da: Jeff Mansukhani <jeff@mansukhani.net>
Inviato: venerdì 20 novembre 2020 20:17
A: Brian Turnbow; Mike Hammett; josh@imaginenetworksllc.com
Cc: nanog@nanog.org
Oggetto: Re[4]: Disney+ Geolocation (again)

HI all,

Sorry there is a misunderstanding. Requests for Disney+ should go via https://help.disneyplus.com/csp instead. Please kindly remove from your documentation and do not email thse two @disneystreaming.com email addresses.

Thank you

J

------ Original Message ------
From: "Brian Turnbow via NANOG" <nanog@nanog.org<mailto:nanog@nanog.org>>
To: "Mike Hammett" <nanog@ics-il.net<mailto:nanog@ics-il.net>>
Cc: "nanog@nanog.org<mailto:nanog@nanog.org>" <nanog@nanog.org<mailto:nanog@nanog.org>>
Sent: 11/16/2020 8:12:29 AM
Subject: RE: Re[2]: Disney+ Geolocation (again)

Hi Mike,

You may want to add
technical operations services team TechOps-Services@disneystreaming.com<mailto:TechOps-Services@disneystreaming.com>

We wrote to the distribution address and they replied forwarding it to services

Brian

From: NANOG <nanog-bounces+b.turnbow=twt.it@nanog.org<mailto:nanog-bounces+b.turnbow=twt.it@nanog.org>> On Behalf Of Mike Hammett
Sent: Friday, November 13, 2020 7:25 PM
To: Jeff Mansukhani <jeff@mansukhani.net<mailto:jeff@mansukhani.net>>
Cc: Nanog@nanog.org<mailto:Nanog@nanog.org>
Subject: Re: Re[2]: Disney+ Geolocation (again)

I updated our page. :-)


-----
Mike Hammett
Intelligent Computing Solutions
http://www.ics-il.com

Midwest-IX
http://www.midwest-ix.com

________________________________
From: "Jeff Mansukhani" <jeff@mansukhani.net<mailto:jeff@mansukhani.net>>
To: "Seth Mattinen" <sethm@rollernet.us<mailto:sethm@rollernet.us>>, Nanog@nanog.org<mailto:Nanog@nanog.org>
Sent: Thursday, November 12, 2020 5:49:40 PM
Subject: Re[2]: Disney+ Geolocation (again)

Specifically for Network Operators, you may email
TechOps-Distribution@disneystreaming.com<mailto:TechOps-Distribution@disneystreaming.com> for technical issues relating
to Disney+. Hope this helps.

Thanks

J

In other words: “oops, I shouldn’t have given out the secret e-mail addresses that actually work."



----
Andy Ringsmuth
5609 Harding Drive
Lincoln, NE 68521-5831
(402) 304-0083
andy@andyring.com

“Better even die free, than to live slaves.” - Frederick Douglas, 1863

> On Nov 20, 2020, at 1:18 PM, Jeff Mansukhani <jeff@mansukhani.net> wrote:
>
> HI all,
>
> Sorry there is a misunderstanding. Requests for Disney+ should go via https://help.disneyplus.com/csp instead. Please kindly remove from your documentation and do not email thse two @disneystreaming.com email addresses.
>
> Thank you
>
> J
>
> ------ Original Message ------
> From: "Brian Turnbow via NANOG" <nanog@nanog.org>
> To: "Mike Hammett" <nanog@ics-il.net>
> Cc: "nanog@nanog.org" <nanog@nanog.org>
> Sent: 11/16/2020 8:12:29 AM
> Subject: RE: Re[2]: Disney+ Geolocation (again)
>
>> Hi Mike,
>>
>> You may want to add
>> technical operations services team TechOps-Services@disneystreaming.com
>>
>> We wrote to the distribution address and they replied forwarding it to services
>>
>> Brian
>>
>> From: NANOG <nanog-bounces+b.turnbow=twt.it@nanog.org> On Behalf Of Mike Hammett
>> Sent: Friday, November 13, 2020 7:25 PM
>> To: Jeff Mansukhani <jeff@mansukhani.net>
>> Cc: Nanog@nanog.org
>> Subject: Re: Re[2]: Disney+ Geolocation (again)
>>
>> I updated our page. :-)
>>
>>
>>
>> -----
>> Mike Hammett
>> Intelligent Computing Solutions
>> http://www.ics-il.com
>>
>> Midwest-IX
>> http://www.midwest-ix.com
>>
>> From: "Jeff Mansukhani" <jeff@mansukhani.net>
>> To: "Seth Mattinen" <sethm@rollernet.us>, Nanog@nanog.org
>> Sent: Thursday, November 12, 2020 5:49:40 PM
>> Subject: Re[2]: Disney+ Geolocation (again)
>>
>> Specifically for Network Operators, you may email
>> TechOps-Distribution@disneystreaming.com for technical issues relating
>> to Disney+. Hope this helps.
>>
>> Thanks
>>
>> J

On 11/20/20 11:41 AM, Andy Ringsmuth wrote:
> In other words: “oops, I shouldn’t have given out the secret e-mail addresses that actually work."
>
>


I did try calling, and it's just an end user dead end.

~Seth

Yes, per the support team, ISP and end-users would go throuh the same initial point of contact to report issue so they may properly track and redirect as appropriate. Thank you.

------ Original Message ------
From: "Brian Turnbow" <b.turnbow@twt.it<mailto:b.turnbow@twt.it>>
To: "Jeff Mansukhani" <jeff@mansukhani.net<mailto:jeff@mansukhani.net>>; "Mike Hammett" <nanog@ics-il.net<mailto:nanog@ics-il.net>>; "josh@imaginenetworksllc.com<mailto:josh@imaginenetworksllc.com>" <josh@imaginenetworksllc.com<mailto:josh@imaginenetworksllc.com>>
Cc: "nanog@nanog.org<mailto:nanog@nanog.org>" <nanog@nanog.org<mailto:nanog@nanog.org>>
Sent: 11/20/2020 11:32:45 AM
Subject: Re: Re[4]: Disney+ Geolocation (again)

Hi Jeff
That seems to be oriented twords end users, not isps.
Are you suggesting that isps call/chat customer service?
So there Is no noc to noc services available?

When I opened a chat saying that i was writing from an ISP the response was .... What Is an ISP?

Thanks
Brian


Brian Turnbow
________________________________
Da: Jeff Mansukhani <jeff@mansukhani.net<mailto:jeff@mansukhani.net>>
Inviato: venerdì 20 novembre 2020 20:17
A: Brian Turnbow; Mike Hammett; josh@imaginenetworksllc.com<mailto:josh@imaginenetworksllc.com>
Cc: nanog@nanog.org<mailto:nanog@nanog.org>
Oggetto: Re[4]: Disney+ Geolocation (again)

HI all,

Sorry there is a misunderstanding. Requests for Disney+ should go via https://help.disneyplus.com/csp instead. Please kindly remove from your documentation and do not email thse two @disneystreaming.com email addresses.

Thank you

J

------ Original Message ------
From: "Brian Turnbow via NANOG" <nanog@nanog.org<mailto:nanog@nanog.org>>
To: "Mike Hammett" <nanog@ics-il.net<mailto:nanog@ics-il.net>>
Cc: "nanog@nanog.org<mailto:nanog@nanog.org>" <nanog@nanog.org<mailto:nanog@nanog.org>>
Sent: 11/16/2020 8:12:29 AM
Subject: RE: Re[2]: Disney+ Geolocation (again)

Hi Mike,

You may want to add
technical operations services team TechOps-Services@disneystreaming.com<mailto:TechOps-Services@disneystreaming.com>

We wrote to the distribution address and they replied forwarding it to services

Brian

From: NANOG <nanog-bounces+b.turnbow=twt.it@nanog.org<mailto:nanog-bounces+b.turnbow=twt.it@nanog.org>> On Behalf Of Mike Hammett
Sent: Friday, November 13, 2020 7:25 PM
To: Jeff Mansukhani <jeff@mansukhani.net<mailto:jeff@mansukhani.net>>
Cc: Nanog@nanog.org<mailto:Nanog@nanog.org>
Subject: Re: Re[2]: Disney+ Geolocation (again)

I updated our page. :-)


-----
Mike Hammett
Intelligent Computing Solutions
http://www.ics-il.com

Midwest-IX
http://www.midwest-ix.com

________________________________
From: "Jeff Mansukhani" <jeff@mansukhani.net<mailto:jeff@mansukhani.net>>
To: "Seth Mattinen" <sethm@rollernet.us<mailto:sethm@rollernet.us>>, Nanog@nanog.org<mailto:Nanog@nanog.org>
Sent: Thursday, November 12, 2020 5:49:40 PM
Subject: Re[2]: Disney+ Geolocation (again)

Specifically for Network Operators, you may email
TechOps-Distribution@disneystreaming.com<mailto:TechOps-Distribution@disneystreaming.com> for technical issues relating
to Disney+. Hope this helps.

Thanks

J

On 11/20/20 3:29 PM, Jeff Mansukhani wrote:
> Yes, per the support team, ISP and end-users would go throuh the same
> initial point of contact to report issue so they may properly track and
> redirect as appropriate.  Thank you.


When I called the service rep had no idea what to do with an ISP calling
in. Said they can't help without a subscriber account, nor escalate or
open a ticket.

~Seth

OK so an email address that isn't supposed to be used but works or a phone
call that should be used and is pointless for the purposes of this issue?

Josh Luthman
24/7 Help Desk: 937-552-2340
Direct: 937-552-2343
1100 Wayne St
Suite 1337
Troy, OH 45373


On Fri, Nov 20, 2020 at 6:49 PM Seth Mattinen <sethm@rollernet.us> wrote:

> On 11/20/20 3:29 PM, Jeff Mansukhani wrote:
> > Yes, per the support team, ISP and end-users would go throuh the same
> > initial point of contact to report issue so they may properly track and
> > redirect as appropriate. Thank you.
>
>
> When I called the service rep had no idea what to do with an ISP calling
> in. Said they can't help without a subscriber account, nor escalate or
> open a ticket.
>
> ~Seth
>

On Fri, Nov 20, 2020 at 6:55 PM Josh Luthman <josh@imaginenetworksllc.com>
wrote:

> OK so an email address that isn't supposed to be used but works or a phone
> call that should be used and is pointless for the purposes of this issue?
>

Are you just asking to confirm this is disney’s position? ???????? it appears
so!

As an outsider who lurks and normally sees these issues resolved swiftly
off list I find this all fascinating and hilarious.

Who is a manager or high level engineer in charge at Disney streaming? I
would like to make fun of them

— Dan

>

Yes. In the event I or someone has this problem, what is a network
operator supposed to do?

Question is directed at someone who can speak on behalf of Disney+ support.

On Fri, Nov 20, 2020, 7:21 PM Daniel Sterling <sterling.daniel@gmail.com>
wrote:

> On Fri, Nov 20, 2020 at 6:55 PM Josh Luthman <josh@imaginenetworksllc.com>
> wrote:
>
>> OK so an email address that isn't supposed to be used but works or a
>> phone call that should be used and is pointless for the purposes of this
>> issue?
>>
>
> Are you just asking to confirm this is disney’s position? ???????? it appears
> so!
>
> As an outsider who lurks and normally sees these issues resolved swiftly
> off list I find this all fascinating and hilarious.
>
> Who is a manager or high level engineer in charge at Disney streaming? I
> would like to make fun of them
>
> — Dan
>
>>

Jeff,


I think this is another example of the disconnect between technical teams and support teams at consumer-facing organizations. Consumer-facing support often can't find their way out of a wet paper bag on consumer-related issues, much less on network issues.


I think the community's impression so far is that the advised avenues are insufficient to actually solve anything. Since this message, there seems to have been more than one attempt to resolve these types of problems via that link without success. The support site linked to also has rather sparse information regarding how to solve these types of issues.




-----
Mike Hammett
Intelligent Computing Solutions

Midwest Internet Exchange

The Brothers WISP

----- Original Message -----

From: "Jeff Mansukhani" <jeff@mansukhani.net>
To: "Brian Turnbow" <b.turnbow@twt.it>, "Mike Hammett" <nanog@ics-il.net>, josh@imaginenetworksllc.com
Cc: nanog@nanog.org
Sent: Friday, November 20, 2020 5:29:48 PM
Subject: Re[6]: Disney+ Geolocation (again)


Yes, per the support team, ISP and end-users would go throuh the same initial point of contact to report issue so they may properly track and redirect as appropriate. Thank you.


------ Original Message ------
From: "Brian Turnbow" < b.turnbow@twt.it >
To: "Jeff Mansukhani" < jeff@mansukhani.net >; "Mike Hammett" < nanog@ics-il.net >; " josh@imaginenetworksllc.com " < josh@imaginenetworksllc.com >
Cc: " nanog@nanog.org " < nanog@nanog.org >
Sent: 11/20/2020 11:32:45 AM
Subject: Re: Re[4]: Disney+ Geolocation (again)






Hi Jeff
That seems to be oriented twords end users, not isps.
Are you suggesting that isps call/chat customer service?
So there Is no noc to noc services available?


When I opened a chat saying that i was writing from an ISP the response was .... What Is an ISP?


Thanks
Brian





Brian Turnbow


Da: Jeff Mansukhani < jeff@mansukhani.net >
Inviato: venerdì 20 novembre 2020 20:17
A: Brian Turnbow; Mike Hammett; josh@imaginenetworksllc.com
Cc: nanog@nanog.org
Oggetto: Re[4]: Disney+ Geolocation (again)





HI all,



Sorry there is a misunderstanding. Requests for Disney+ should go via https://help.disneyplus.com/csp instead. Please kindly remove from your documentation and do not email thse two @disneystreaming.com email addresses.


Thank you


J


------ Original Message ------
From: "Brian Turnbow via NANOG" < nanog@nanog.org >
To: "Mike Hammett" < nanog@ics-il.net >
Cc: " nanog@nanog.org " < nanog@nanog.org >
Sent: 11/16/2020 8:12:29 AM
Subject: RE: Re[2]: Disney+ Geolocation (again)



<blockquote>


Hi Mike,

You may want to add
technical operations services team TechOps-Services@disneystreaming.com

We wrote to the distribution address and they replied forwarding it to services

Brian




From: NANOG < nanog-bounces+b.turnbow=twt.it@nanog.org > On Behalf Of Mike Hammett
Sent: Friday, November 13, 2020 7:25 PM
To: Jeff Mansukhani < jeff@mansukhani.net >
Cc: Nanog@nanog.org
Subject: Re: Re[2]: Disney+ Geolocation (again)


I updated our page. :-)



-----
Mike Hammett
Intelligent Computing Solutions
http://www.ics-il.com

Midwest-IX
http://www.midwest-ix.com

----- Original Message -----


From: "Jeff Mansukhani" < jeff@mansukhani.net >
To: "Seth Mattinen" < sethm@rollernet.us >, Nanog@nanog.org
Sent: Thursday, November 12, 2020 5:49:40 PM
Subject: Re[2]: Disney+ Geolocation (again)

Specifically for Network Operators, you may email
TechOps-Distribution@disneystreaming.com for technical issues relating
to Disney+. Hope this helps.

Thanks

J






</blockquote>

It seems that help@disneyplus.com actually works.

Regards.

El El sáb, 21 nov. 2020 a la(s) 13:52, Mike Hammett <nanog@ics-il.net>
escribió:

> Jeff,
>
> I think this is another example of the disconnect between technical teams
> and support teams at consumer-facing organizations. Consumer-facing support
> often can't find their way out of a wet paper bag on consumer-related
> issues, much less on network issues.
>
> I think the community's impression so far is that the advised avenues are
> insufficient to actually solve anything. Since this message, there seems to
> have been more than one attempt to resolve these types of problems via that
> link without success. The support site linked to also has rather sparse
> information regarding how to solve these types of issues.
>
>
>
> -----
> Mike Hammett
> Intelligent Computing Solutions <http://www.ics-il.com/>
> <https://www.facebook.com/ICSIL>
> <https://plus.google.com/+IntelligentComputingSolutionsDeKalb>
> <https://www.linkedin.com/company/intelligent-computing-solutions>
> <https://twitter.com/ICSIL>
> Midwest Internet Exchange <http://www.midwest-ix.com/>
> <https://www.facebook.com/mdwestix>
> <https://www.linkedin.com/company/midwest-internet-exchange>
> <https://twitter.com/mdwestix>
> The Brothers WISP <http://www.thebrotherswisp.com/>
> <https://www.facebook.com/thebrotherswisp>
> <https://www.youtube.com/channel/UCXSdfxQv7SpoRQYNyLwntZg>
> ------------------------------
> *From: *"Jeff Mansukhani" <jeff@mansukhani.net>
> *To: *"Brian Turnbow" <b.turnbow@twt.it>, "Mike Hammett" <nanog@ics-il.net>,
> josh@imaginenetworksllc.com
> *Cc: *nanog@nanog.org
> *Sent: *Friday, November 20, 2020 5:29:48 PM
> *Subject: *Re[6]: Disney+ Geolocation (again)
>
>
> Yes, per the support team, ISP and end-users would go throuh the same
> initial point of contact to report issue so they may properly track and
> redirect as appropriate. Thank you.
>
> ------ Original Message ------
> From: "Brian Turnbow" <b.turnbow@twt.it>
> To: "Jeff Mansukhani" <jeff@mansukhani.net>; "Mike Hammett" <
> nanog@ics-il.net>; "josh@imaginenetworksllc.com" <
> josh@imaginenetworksllc.com>
> Cc: "nanog@nanog.org" <nanog@nanog.org>
> Sent: 11/20/2020 11:32:45 AM
> Subject: Re: Re[4]: Disney+ Geolocation (again)
>
> Hi Jeff
> That seems to be oriented twords end users, not isps.
> Are you suggesting that isps call/chat customer service?
> So there Is no noc to noc services available?
>
> When I opened a chat saying that i was writing from an ISP the response
> was .... What Is an ISP?
>
> Thanks
> Brian
>
>
> Brian Turnbow
> ------------------------------
> *Da:* Jeff Mansukhani <jeff@mansukhani.net>
> *Inviato:* venerdì 20 novembre 2020 20:17
> *A:* Brian Turnbow; Mike Hammett; josh@imaginenetworksllc.com
> *Cc:* nanog@nanog.org
> *Oggetto:* Re[4]: Disney+ Geolocation (again)
>
> HI all,
>
> Sorry there is a misunderstanding. Requests for Disney+ should go via
> https://help.disneyplus.com/csp instead. Please kindly remove from your
> documentation and do not email thse two @disneystreaming.com email
> addresses.
>
> Thank you
>
> J
>
> ------ Original Message ------
> From: "Brian Turnbow via NANOG" <nanog@nanog.org>
> To: "Mike Hammett" <nanog@ics-il.net>
> Cc: "nanog@nanog.org" <nanog@nanog.org>
> Sent: 11/16/2020 8:12:29 AM
> Subject: RE: Re[2]: Disney+ Geolocation (again)
>
> Hi Mike,
>
>
>
> You may want to add
>
> technical operations services team TechOps-Services@disneystreaming.com
>
>
>
> We wrote to the distribution address and they replied forwarding it to
> services
>
>
>
> Brian
>
>
>
> *From:* NANOG <nanog-bounces+b.turnbow=twt.it@nanog.org> *On Behalf Of *Mike
> Hammett
> *Sent:* Friday, November 13, 2020 7:25 PM
> *To:* Jeff Mansukhani <jeff@mansukhani.net>
> *Cc:* Nanog@nanog.org
> *Subject:* Re: Re[2]: Disney+ Geolocation (again)
>
>
>
> I updated our page. :-)
>
>
>
> -----
> Mike Hammett
> Intelligent Computing Solutions
> http://www.ics-il.com
>
> Midwest-IX
> http://www.midwest-ix.com
>
>
> ------------------------------
>
> *From: *"Jeff Mansukhani" <jeff@mansukhani.net>
> *To: *"Seth Mattinen" <sethm@rollernet.us>, Nanog@nanog.org
> *Sent: *Thursday, November 12, 2020 5:49:40 PM
> *Subject: *Re[2]: Disney+ Geolocation (again)
>
> Specifically for Network Operators, you may email
> TechOps-Distribution@disneystreaming.com for technical issues relating
> to Disney+. Hope this helps.
>
> Thanks
>
> J
>
>
>
>
>
> --
HM

On 11/21/20 08:48, Mike Hammett wrote:
>
> I think this is another example of the disconnect between technical
> teams and support teams at consumer-facing organizations.
> Consumer-facing support often can't find their way out of a wet paper
> bag on consumer-related issues, much less on network issues.
>
> I think the community's impression so far is that the advised avenues
> are insufficient to actually solve anything. Since this message, there
> seems to have been more than one attempt to resolve these types of
> problems via that link without success. The support site linked to also
> has rather sparse information regarding how to solve these types of issues.


There's nothing to indicate the support site is anything other than for
subscription holding end users only. Phrases that I would think to type
in the search box like "ISP" and "geolocation" return nothing. The error
73 page just says you are on a VPN or your ISP has a location problem,
neither of which is useful information to me as an ISP.

Calling in got me nowhere. The service rep couldn't open a ticket or
even request escalation without a subscriber account. Even if I
personally had one, I'm not going to mention it when I'm calling as an
ISP on behalf of all of my customers and potential future customers
because of the real danger of having an exception applied to that
account rather than addressing the issue as a whole. They told me I
should email back to the person who gave me the phone contact info and
ask to speak to a supervisor, which I did, and never received a reply.

I was able to eventually get through on live chat successfully after
answering its automated questions in a way that would lead it to believe
i was a customer but could not help me through its auto response means
and get what I presume is a live person. However, even though I got
lucky with this method someone else reported they just got dead ended
with "what's an ISP" when they tried chat.

So the lesson here is to just keep trying the end user chat and phone
number until you get lucky.

~Seth

Hey Seth.

I still like SOA for troubleshooting. The older our beloved net gets the
less useful old reliable things get, but there can sometimes be good clues.

shell01-clt01> dig SOA disneystreaming.com

;; ANSWER SECTION:
disneystreaming.com. 3600 IN SOA ns1.p72.dynect.net.
dnsadmin.bamtechmedia.com. 2018072197 3600 600 604800 1800

I forgot MLBAM spunoff BAMTECH and then Disney acquired them. They have a
peeringDB entry. I don't think its unreasonable at all to try dnsadmin@ or
peering@ in this case. If all else fails, OOB and I will hunt down my
connection there for you.
<https://www.linkedin.com/in/chris-zucker-82b9a33/>

Cheers,

-M<







On Sat, Nov 21, 2020 at 1:48 PM Seth Mattinen <sethm@rollernet.us> wrote:

> On 11/21/20 08:48, Mike Hammett wrote:
> >
> > I think this is another example of the disconnect between technical
> > teams and support teams at consumer-facing organizations.
> > Consumer-facing support often can't find their way out of a wet paper
> > bag on consumer-related issues, much less on network issues.
> >
> > I think the community's impression so far is that the advised avenues
> > are insufficient to actually solve anything. Since this message, there
> > seems to have been more than one attempt to resolve these types of
> > problems via that link without success. The support site linked to also
> > has rather sparse information regarding how to solve these types of
> issues.
>
>
> There's nothing to indicate the support site is anything other than for
> subscription holding end users only. Phrases that I would think to type
> in the search box like "ISP" and "geolocation" return nothing. The error
> 73 page just says you are on a VPN or your ISP has a location problem,
> neither of which is useful information to me as an ISP.
>
> Calling in got me nowhere. The service rep couldn't open a ticket or
> even request escalation without a subscriber account. Even if I
> personally had one, I'm not going to mention it when I'm calling as an
> ISP on behalf of all of my customers and potential future customers
> because of the real danger of having an exception applied to that
> account rather than addressing the issue as a whole. They told me I
> should email back to the person who gave me the phone contact info and
> ask to speak to a supervisor, which I did, and never received a reply.
>
> I was able to eventually get through on live chat successfully after
> answering its automated questions in a way that would lead it to believe
> i was a customer but could not help me through its auto response means
> and get what I presume is a live person. However, even though I got
> lucky with this method someone else reported they just got dead ended
> with "what's an ISP" when they tried chat.
>
> So the lesson here is to just keep trying the end user chat and phone
> number until you get lucky.
>
> ~Seth
>