Frequently Asked Questions

This is a supporting platform that allows you to:

- view your invoices from current and previous periods

- access the list of contacts responsible to solve different kinds of issues

- check your active services and their current service status

- view utilisation graphs of IP/MPLS services provided by RETN.

- open trouble tickets and track them

- check planned maintenances affecting your services

You can make use of the registration page with your Customer ID. If you have a question or an issue with your registration, you can consult your personal manager or contact clients@retn.net.

Contact the RETN NOC any time you experience an issue/a problem with one of your RETN services or you have a technical question about the service provided by RETN. Our technical team is available 24x7x365 and supports all clients who ordered a service from RETN across all RETN Group companies.

The most preferable way to contact the RETN NOC is by e-mail to noc@retn.net or via an online contact form through the RETN Customer Portal. Your request won’t be left unattended as all engineers at RETN technical department receive these emails. For urgent matters, you can use one of our direct dial numbers. See all options to contact NOC here.

All you need to get the support is to tell us your Service ID to have the RETN Ticket raised. Please explain the issue clearly with all the information when contacting the RETN NOC.

You should contact the RETN NOC, indicate your Service ID and describe your problem. If the issue is connected with particular resources, the message should contain traceroute output with a fixed source and destination (IP address). If possible, please also provide us with the reverse traceroute.

Our import policy updates automatically on an everyday basis at 00:00 UTC. Please also note accepted prefixes are with RIPE DB registered route objects only.

In order for a prefix to be accepted by RETN, a Route Object (RO) must exist for it in RIPE or RADB or APNIC or ARIN databases. If the origin ASN of the prefix within the RO is different from your ASN, this AS must be included in your AS-set. RETN also implements RPKI which means if a Route Origin Authorization (ROA) record exists for the announced prefix, its AS Number value must also match your ASN. Only announcements with valid or unknown RPKI validation states are accepted, and unverified routes are rejected. If your announcement meets all of these requirements but still is not accepted, please contact our NOC for support.

Yes, we have a Blackhole community 9002:666, for more information see the BGP Communities section. A blackhole announced by a client gets validated (i.e., it is verified whether the best path to the announced more specific route is chosen via this IP-transit BGP session) and is spread throughout the RETN’s network. The maximum amount of blackhole routes that can be received from one BGP-neighbour cannot exceed 100 routes.

If you are already under a DDoS attack and urgently need to set up a filter on RETN’s network side, you should contact our NOC team by email and by phone to ensure immediate reaction. If you wish to get better protection and avoid new DDoS attacks in the future, get to know more about the protection methods we offer here

If you wish to have a specific filter (filtering by an interface, bandwidth limitation, etc.) configured by RETN permanently for your service, you should contact your account manager. Permanent custom filtering is an optional paid for service.

Content filtering is applied on customer service interfaces where required by local law or regulations. For example, RETN customers in the Russian Federation are denied access to particular URI on the specified IP addresses listed in the Unified Registry of Forbidden Resources. As such limitations are required by legislation they are not considered as service deficiencies.

This data is available only upon request. Please, consult your account manager.

Please contact your responsible RETN Sales representative, call one of the regional offices listed under CONTACTS or send an E-Mail to market@retn.net. A RETN Sales Representative will contact you shortly.