Packloss in upstream AS. How to resolve?

[switched switch]

All,

We have packetloss occuring from a internet source IP to our customers network. They are two ASes upstream from us, their immediate upstream provider.

In these instances, is there anything we can do to resolve the issue for our customer? Its 5% loss and they advise its impacting some of their services.

[Mark Malone · Accepted solution]

Hi

Had an issue like this recently over an ipsec vpn link where we found the ISP in middle of the cloud who we had no connection with was the cause their router was heavily congested and having issues dropping packets, we had to engage their local ISP provide an MTR of the issue ip and dns and show the drops at the location and ask them to engage with the other ISPs to resolve the issue , either the ISP at fault will fix it or if like us they didnt we got the ISP just before them to redirect our traffic off their path completely which resolved it