Hawaiian Telecom contact

[nanog--- via NANOG <nanog () lists nanog org>]

Hi all,

If there is anyone from Hawaiian Telecom here that could ping me off-list about a service issue I’ve been fighting for 
a week now and am getting no where slowly I’d greatly appreciate it. Or if anyone has a good technical contact there 
who might not be on the list and wouldn’t mind reaching out to see if they would be willing to contact me that would 
also be deluxe.

Here is a quick accounting of what has been going on in case anyone else it rings a bell for anyone and/or anyone else 
is experiencing it:

I observed multiple Fioptics services across Oahu bounce multiple times last week overnight Monday into Tuesday. First 
thing Tuesday morning I started getting complaints of some user’s internet service not working. I tracked it down to 
users being NAT’ing out one of the “secondary” public/static IP addresses. If I moved one of those secondary addresses 
to another physical device with a unique MAC address then the IP worked fine from there. The HTEL Tier 1 call center 
had little more to offer other than power cycling the ONT, which of course didn’t fix it. They also mentioned it was 
not possible to have multiple public IP addresses bound to the same MAC address and had no response when I asked how it 
was we’d been operating like this for over 2 years? So they escalated to tier 2 who was supposed to get back to me but 
never did, so I had to call back in and request Tier 1 get me to Tier 2 again and they told me someone would call me 
back and it would take 2 hours. 4 hours later, Tier 2 finally calls back and says they cleared the ARP table on their 
side and I should try again, but also kept repeating the party line that a many to 1 IP to MAC configuration is not 
possible. I requested another escalation and was told there is none and my only recourse now was to have them dispatch 
a tech. So the tech came today and from what I’m told from the onsite folks they sent an installer who spent 2 hours on 
a chat with “the NOC” which is also not on island anymore they said. They offered no resolution and no escalation and 
told us we’d have to call back in to update the ticket to say that we’d tried his troubleshooting.

Thanks,
Todd

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