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How can I contact AWS regarding observed packet loss to ap-southeast-2 over the internet?

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I've observed and am currently observing packet loss to public-facing AWS services, in the region ap-southeast-2, from hosts in both London and Amsterdam. Both IPv4 and IPv6 ping/traceroute reports (using mtr) have similar concerning output, which coincides with the reason I was investigating - greatly degraded functionality of services I use, e.g. Lambda, Private ECR.

As far as I have been able to observe, the issue seems to originate within AWS infrastructure.

As of writing:

$ mtr --report --report-cycles 10 -4bw s3.dualstack.ap-southeast-2.amazonaws.com
Start: 2023-11-17T01:35:12+0000
HOST:                                                        Loss%   Snt   Last   Avg  Best  Wrst StDev
  1.|-- ???                                                   100.0    10    0.0   0.0   0.0   0.0   0.0
  2.|-- vl199-ds1-b5-r3b12.lon3.constant.com (45.63.102.193)   0.0%    10    1.6   2.1   1.4   7.5   1.9
  3.|-- 10.69.1.221                                            0.0%    10    1.1   2.3   0.9   9.1   2.5
  4.|-- 10.69.5.21                                             0.0%    10    0.4   3.6   0.4  26.1   7.9
  5.|-- ldn-b13-link.ip.twelve99.net (62.115.58.25)           80.0%    10    0.3   0.3   0.3   0.3   0.0
  6.|-- ldn-bb1-link.ip.twelve99.net (62.115.127.100)          0.0%    10    1.2   1.0   0.8   1.2   0.2
  7.|-- nyk-bb2-link.ip.twelve99.net (62.115.113.20)           0.0%    10   75.2  75.3  75.1  75.5   0.2
  8.|-- sjo-b23-link.ip.twelve99.net (62.115.137.171)          0.0%    10  144.5 144.7 144.5 144.8   0.1
  9.|-- amazon-ic-366611.ip.twelve99-cust.net (80.239.195.53)  0.0%    10  141.9 143.2 141.9 148.1   2.3
 10.|-- 15.230.28.61                                           0.0%    10  141.8 143.5 141.2 150.6   3.0
 11.|-- 54.240.242.59                                          0.0%    10  140.1 142.1 140.1 149.3   3.0
 12.|-- ???                                                   100.0    10    0.0   0.0   0.0   0.0   0.0
 13.|-- 15.230.212.79                                         20.0%    10  275.2 272.0 267.3 275.2   2.4
 14.|-- 15.230.210.138                                        20.0%    10  270.0 270.9 268.4 278.6   3.1
 15.|-- 15.230.211.22                                         10.0%    10  277.8 275.8 271.9 280.5   3.3
 16.|-- ???                                                   100.0    10    0.0   0.0   0.0   0.0   0.0
 17.|-- ???                                                   100.0    10    0.0   0.0   0.0   0.0   0.0
 18.|-- ???                                                   100.0    10    0.0   0.0   0.0   0.0   0.0
 19.|-- ???                                                   100.0    10    0.0   0.0   0.0   0.0   0.0
 20.|-- ???                                                   100.0    10    0.0   0.0   0.0   0.0   0.0
 21.|-- ???                                                   100.0    10    0.0   0.0   0.0   0.0   0.0
 22.|-- s3-ap-southeast-2.amazonaws.com (52.95.135.0)         30.0%    10  269.7 269.9 269.6 270.3   0.2

From yesterday, IPv6:

Start: 2023-11-16T15:58:33+0000
HOST:                                                                        Loss%   Snt   Last   Avg  Best  Wrst StDev
  1.|-- ???                                                                    100.0    10    0.0   0.0   0.0   0.0   0.0
  2.|-- vl198-ds1-j2-c35r106-b.sea3.constant.com (2001:19f0:fc01:b::6464:c801)  0.0%    10    0.6   0.6   0.5   0.6   0.0
  3.|-- ethernetet-2-0-6-sr2.ams1.constant.com (2001:19f0:fc00::a48:f1)         0.0%    10    0.9   1.0   0.9   1.3   0.1
  4.|-- ethernetae2-er1.ams1.constant.com (2001:19f0:fc00::a48:409)             0.0%    10    0.7   6.1   0.3  35.1  11.9
  5.|-- xe-1-4-1-0.a00.amstnl08.nl.bb.gin.ntt.net (2001:728:0:5000::b11)        0.0%    10    3.5   1.2   0.4   3.5   1.0
  6.|-- ae-15.r20.amstnl07.nl.bb.gin.ntt.net (2001:728:0:2000::2b1)             0.0%    10    6.7   1.9   1.0   6.7   1.7
  7.|-- ae-15.r20.londen12.uk.bb.gin.ntt.net (2001:728:0:2000::171)             0.0%    10    6.1   6.6   6.0   8.4   0.7
  8.|-- ae-7.r20.nwrknj03.us.bb.gin.ntt.net (2001:418:0:2000::252)              0.0%    10   83.6  84.1  83.1  86.8   1.2
  9.|-- ae-4.r24.sttlwa01.us.bb.gin.ntt.net (2001:418:0:2000::332)             90.0%    10  139.2 139.2 139.2 139.2   0.0
 10.|-- ae-0.a02.sttlwa01.us.bb.gin.ntt.net (2001:418:0:2000::216)              0.0%    10  144.2 148.3 143.9 179.2  10.9
 11.|-- 2001:418:0:5000::dfb                                                    0.0%    10  143.0 145.5 142.9 156.3   5.0
 12.|-- 2620:107:4000:4::52                                                     0.0%    10  144.6 145.4 144.6 149.5   1.5
 13.|-- 2620:107:4000:4::19                                                     0.0%    10  140.9 143.5 140.7 153.8   4.2
 14.|-- 2400:6500:0:2::3                                                       20.0%    10  272.5 273.2 270.3 276.5   1.7
 15.|-- 2400:6500:0:2::10                                                       0.0%    10  274.9 272.6 268.6 274.9   2.0
 16.|-- ???                                                                    100.0    10    0.0   0.0   0.0   0.0   0.0
 17.|-- 2400:6500:0:2::29                                                       0.0%    10  280.2 278.0 273.2 285.8   4.5
 18.|-- 2620:107:4000:b390::f001:b80d                                          20.0%    10  274.2 273.5 272.4 274.2   0.8
 19.|-- 2620:107:4000:b390::f001:b814                                          50.0%    10  274.3 273.2 272.0 274.3   1.0
 20.|-- 2620:107:4000:cfff::f204:6200                                          20.0%    10  274.4 273.6 271.4 274.5   1.3
 21.|-- ???                                                                    100.0    10    0.0   0.0   0.0   0.0   0.0
 22.|-- ???                                                                    100.0    10    0.0   0.0   0.0   0.0   0.0
 23.|-- ???                                                                    100.0    10    0.0   0.0   0.0   0.0   0.0
 24.|-- 2406:daa0:c0ac:509:345f:8396::                                         30.0%    10  274.1 273.8 272.3 274.4   0.7

Another test I did yesterday:

Start: 2023-11-16T15:57:12+0000
HOST:                                                                      Loss%   Snt   Last   Avg  Best  Wrst StDev
  1.|-- ???                                                                  100.0    10    0.0   0.0   0.0   0.0   0.0
  2.|-- 100.100.100.1                                                         0.0%    10    0.4   0.4   0.4   0.5   0.0
  3.|-- 10.72.1.193                                                           0.0%    10    1.1   1.2   0.9   2.4   0.4
  4.|-- 10.72.4.5                                                             0.0%    10    7.1   1.7   0.5   7.1   1.9
  5.|-- cr2-ams13.ip4.gtt.net (213.200.83.175)                                0.0%    10    0.5   1.1   0.4   5.3   1.5
  6.|-- ae19.cr5-sea2.ip4.gtt.net (89.149.139.222)                            0.0%    10  139.4 139.5 138.9 139.9   0.4
  7.|-- ip4.gtt.net (173.205.51.102)                                          0.0%    10  137.0 137.1 136.6 139.0   0.8
  8.|-- ???                                                                  100.0    10    0.0   0.0   0.0   0.0   0.0
  9.|-- 150.222.214.198                                                       0.0%    10  135.9 135.8 135.8 135.9   0.0
 10.|-- 52.95.52.125                                                          0.0%    10  138.1 140.2 137.8 153.1   5.0
 11.|-- ???                                                                  100.0    10    0.0   0.0   0.0   0.0   0.0
 12.|-- 52.95.36.182                                                         20.0%    10  271.5 272.8 271.1 278.4   2.5
 13.|-- 150.222.112.157                                                      10.0%    10  271.1 271.4 270.5 274.4   1.2
 14.|-- 150.222.112.150                                                      20.0%    10  271.7 271.5 271.1 271.8   0.3
 15.|-- 52.95.36.73                                                          20.0%    10  271.3 271.3 271.1 271.6   0.2
 16.|-- 52.95.38.224                                                         10.0%    10  272.5 274.0 271.3 277.3   2.0
 17.|-- ???                                                                  100.0    10    0.0   0.0   0.0   0.0   0.0
 18.|-- ???                                                                  100.0    10    0.0   0.0   0.0   0.0   0.0
 19.|-- ???                                                                  100.0    10    0.0   0.0   0.0   0.0   0.0
 20.|-- ec2-13-237-29-32.ap-southeast-2.compute.amazonaws.com (13.237.29.32) 20.0%    10  271.1 270.2 265.1 271.4   2.1
주제
서버리스컴퓨팅네트워킹 및 콘텐츠 전송
태그
AWS Lambda네트워킹 및 콘텐츠 전송IPv6
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Joey Cumines
질문됨 7달 전336회 조회
2개 답변
3
수락된 답변

Hello, please open a support case with them, and this will be forwarded to their Network team for a more in-depth investigation. When you open the ticket, you can opt for a live chat, allowing both you and the engineer to address the issue in real-time. They may also request you to run additional commands, which they will provide.

In your support ticket, you could inquire about any changes made on their end, specifying the timestamp when you encountered the packet loss issue. Some months ago, I faced a similar situation, and they confirmed that they had made a change which impacted our production system. As a result, our system did not recover, and a restart was required

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A_J
답변함 7달 전
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Oleksii Bebych
검토됨 24일 전
  • Joey Cumines
    7달 전

    Yeah... sounds like I'll need to consider the developer support tier, as opposed as I am to that (I only use AWS for Lambda, S3, private ECR, and CodeBuild).

    It appears to be resolved for now, at least. Whether or not it had anything to do with the ticket I had open is questionable, but I'll keep this in mind if it re-occurs, thanks.

2

Hi,

There is one way available to everybody: open a ticket via the AWS console for the corresponding service.

Then, if you work for a large AWS account having its dedicated TAM (Technical Account Manager), you can ask this person to leverage her / his contacts inside AWS to get experts on it.

Best,

Didier

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Didier_Durand
답변함 7달 전
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A_J
검토됨 3달 전

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