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Our 24/7 monitoring went silent for 40 minutes before anyone noticed

Last Thursday I was on call for a client in Columbus and their core router dropped every BGP peer right at 2:15 AM. I only found out because the client's own internal alarm pinged me, our vendor's so-called 24/7 NOC never logged a single ticket during that window. Has anyone else dealt with an ISP who advertises proactive monitoring but you end up being the one catching outages first?
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