Support
For faults, questions about connecting, or anything concerning the route servers, please use one of the contacts below. For anything affecting live operations the technical address is the right one – it goes straight to the NOC.
| Technical support |
support@frankonix.net +49 9120 4179960 Availability: 24x7 |
|---|---|
| Billing |
billing@frankonix.net +49 9120 4179960 Availability: 8x5 |
| Location | Nuremberg, Germany |
| Web | https://frankonix.de/ |
What helps us when you report a fault
The more of this is in the first mail, the faster it goes. None of it is mandatory – please get in touch with incomplete information rather than not at all.
- Your AS number
- Address family affected – IPv4, IPv6 or both
- Route servers affected – one, several or all three
- What your router reports, e.g. the BGP state or the last error message
- Since when you have been seeing the behaviour
Checking things yourself
A lot can be narrowed down without waiting for a reply:
- The looking glass shows whether your prefixes reach the route servers – and if not, the reason they were dropped.
- New here? The onboarding process walks through the six steps up to your first route.
- Ports & Transceivers lists the supported optics and the port settings.
- The Route Servers page lists all addresses, the filtering rules and the supported BGP communities.
- Configuration Examples has ready-to-use snippets for common router operating systems.
Peer with all three route servers. They are equivalent and independent. That is what keeps your connectivity up throughout our maintenance work.
Keep your AS-SET and PeeringDB record current. We build your filters and your prefix limit from them. A stale entry is the most common reason for prefixes not getting through.