Update – 4/8/2014
We have finished making changes to our infrastructure that should help alleviate some of the traffic issues Verizon customers have been experiencing. Any users accessing AppointmentPlus through the Verizon network should see an improvement in performance as of 4/8/2014.
If you are not seeing any improvement in performance when using your AppointmentPlus account, please contact us at: 888-339-7566.
We are in the process of making changes to our infrastructure as mentioned in our last update. Although an exact date is not yet available, we expect the changes will be made this month, allowing us to provide better service to clients accessing AppointmentPlus through the Verizon network.
To contact us for more information about this issue, please create a support ticket with the title "On going network Issues (Verizon related).” We have also set up a special hotline to answer your questions as well: 888-339-7566.
We have received an update from our data center that Verizon clients should start seeing improved performance by early April. As discussed in our update on 3/12/2014, we are in the process of providing alternate routes for our Internet traffic to travel on the Verizon network. Please do not hesitate to contact us if you believe your AppointmentPlus account has been affected by this issue. The best methods to reach us can be found in the FAQs section below.
If Verizon is your Internet provider, we'd like to keep you updated regarding the slowness you may be experiencing with the AppointmentPlus application. We have included an article regarding the negotiation between Verizon and Cogent Communications which we believe is the cause of the AppointmentPlus slowness. Please click here to view the article**.
AppointmentPlus also uses Cogent Communications as our path to deliver data to the Internet and, since Verizon and Cogent Communications have not reached an agreement, our customers on Verizon are most likely still experiencing slowness. Please note this article is included to explain how traffic flows on the Internet; not to point fingers or place blame. The goal of this update is to provide you information as to why you are affected as a Verizon FiOS (and their partners) customer and to let you know how we are going to mitigate this issue.
Although the root of the issue lies between Cogent Communications and Verizon, as a company we are in the process of providing for alternate routes for our Internet traffic to travel on the Verizon network. This infrastructure change to our data center can take months. However, the efforts to have an additional bandwidth provider at our data center are already under way. We hope to have a new path to the Internet by late March. We will continue to keep you updated on this progress but our operations team is in constant contact with our data center to expedite this process. Also, at any moment, Verizon and Cogent Communications could reach an agreement so Verizon can provide you better service. Regardless, we are going to continue to work towards a solution.
Thank you again for your continued patience. We will continue to keep you updated on the Verizon issue and our data center changes. Please submit a ticket with the title "On going network Issues (Verizon related)" and your ticket will be escalated to the top of the queue to be contacted immediately. We have also set up a special hotline to field questions as well: 888-339-7566. We will do what we can to help! Thank you.
Update: 2/27/2014 - FAQs
Although you may be able to access websites without issue, AppointmentPlus is a web based application that requires two way data transfer of very large amounts of data (similar to Netflix). Below you can see the most frequent questions we are getting from clients and the details we are able to provide.
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- How do we contact you regarding this issue?
We understand how urgent his issue is for you. Please create a support ticket with the title "On going network Issues (Verizon related)" to be contacted immediately. We have also set up a special hotline to answer your questions as well: 888-339-7566.
- Why is my connection to AppointmentPlus slow and nothing else is?
AppointmentPlus deals with time and date databases where the size, type, and amount of data transferred between servers is completely different than the average website. A close comparison where you will be able to replicate the issue would be Netflix, however, it is being impacted by many companies utilizing the 'Cogent Co’ as indicated in the CNN article below. Here are a couple national articles referencing examples of what is causing the issue.
(This article will show you just one of the points of where this issue is coming from, but without a strong technical background may seem a little eluded to the issue)
(This will help you understand what is happening and what it can mean for future handling of this issue)
- What can I do to fix this?
After working with a few of our clients that went through the process of gathering information from their Internet service provider, we have found the following: Contacting your Internet Service Provider for a Name Server Change Request can provide a temporary resolution to this issue. However, once your modem refreshes, the issue will return by setting all aspects of your account back to defaults. This request has since been restricted by the ISP to require approval by a Network Administrator according to a few of their front line representatives, so this may no longer be an easy task.
- My ISP is telling me it is not them, it is you guys?
It has been brought to our attention that the front line agents at the ISP have been trained to deny this issue is occurring while others are simply unaware. The clients that have made their way to a manager have heard them taking ownership of the issue happening, but are unable to provide a deadline when this will be resolved. You can confirm the issue is a result of the network by requesting your internet provider run a “Trace Route” to your account URL when logged in. The trace route will show results similar or the same as “account.appointment-plus.com” with references to the speed of the connection.
- What are you guys doing to fix this?
While this issue is beyond our control, we are doing our best to provide as much information as quickly as possible. Unfortunately, this issue has been occurring for some time prior to the release of this article. With this being the start of what could be a leading way of things to come, we are not making any rash decisions that may result in moving back to where we started a day, week, or month ago. Although we are providing information as soon as we get it regarding the situation, we will not be able to contact Verizon going forward. Multiple phone calls with Verizon has not resulted in much change for our clients so we are going to focus on arming you with the information you need. Please note: Your Internet Service Provider is the only party that can provide a permanent resolution to this issue as indicated above; however, we are looking at implementing changes to our infrastructure that will mitigate issues caused by changes that your ISP makes in the future.
- Will you guys keep us updated with what you know?
Anything that impacts your ability to do business, or our ability to provide the best service to do your business is important to us. We will continue to update this article with additional information. Please understand, we went weeks without finding any new information as it was not obvious what was truly causing the issue. With the Internet Service Provider refusing to talk to us because we are not their client, the majority of our information first comes from our clients, or vast research from everywhere but the source.
We understand and appreciate the patience so many of our clients have had. Thank you for assisting us by providing the technical information we all need to overcome this obstacle.