There’s an unspoken rule in network operations: if you’re asking your customer to run an MTR (My Traceroute) to diagnose a problem, you have already failed at your job. It’s that simple. The moment a network operator or service provider shifts the burden of troubleshooting onto the customer, it’s an admission of failure, a confession that the very tools designed to monitor and manage network performance are either ineffective, misconfigured, or outright nonexistent. 🎯⚠️📉

The Role of a Network Operator | Know Before the Customer Complains 🕵️‍♂️🔍📊

A competent network operator should always be several steps ahead of the customer. Your job is not to wait for complaints—it’s to detect, analyze, and resolve issues before they escalate. Network performance monitoring and diagnostic tools exist for a reason, and if your infrastructure isn’t providing you with the real-time visibility required to diagnose issues, then your deployment of NMIS (Network Management and Information System) has utterly failed. ❌🖥️📡

When a customer calls in and complains about packet loss, latency, or degraded service, you should already have a full report of:

Real-time traffic analytics
Historical network performance data
Path monitoring and route analysis
QoS violations and congestion points
Last-mile performance metrics

Yet, too many service providers lazily throw back the responsibility by asking the customer to run an MTR, effectively telling them, “We don’t actually have any idea what’s happening in our own network, so you figure it out for us.” That’s an unacceptable approach in an era where advanced SD-WAN and intelligent network analytics exist. 🚀🌐🛠️

SD-WAN | The Solution You’re Ignoring 📡🧠⚡

The reality is, modern SD-WAN solutions make MTR requests obsolete. SD-WAN continuously collects telemetry from every network location, monitors packet loss, latency, and jitter across all links, and dynamically routes traffic based on real-time performance data. A properly deployed SD-WAN solution gives operators all the visibility they need to:

Identify last-mile failures before customers feel the impact
Detect congestion, packet loss, and link failures automatically
Mitigate poor performance by shifting traffic dynamically
Correlate network events across multiple traffic paths

If an SD-WAN solution is in place and you’re still asking customers to run an MTR, then either you’re not using the data correctly, or your implementation is fundamentally flawed. 📉🤦‍♂️🚧

The MTR Request Is a Symptom of a Larger Problem 🚑🔎⚠️

When a service provider asks for an MTR, it signals one of the following failures:

Lack of Proper Monitoring Tools – The provider has no effective visibility or diagnostic capabilities.
Poorly Configured Management Systems – Existing tools exist but are not properly deployed or utilized.
Ineffective Incident Management – The Network Operations Centre (NOC) is reactive instead of proactive.
Blame Shifting – The provider is offloading their responsibility onto the customer instead of taking ownership.

None of these scenarios are acceptable for a serious network operator. 🚫💻🔄

Wrap | Stop Wasting Time, Fix Your Network 🔥🏆✅

Customers are paying for a service, not to be your unpaid troubleshooting team. The expectation is that you, the service provider, own your network performance end-to-end. If you don’t have the right tools in place to detect, analyze, and resolve issues proactively, then you shouldn’t be in the business of delivering network services. 💰📡🔧

SD-WAN, AI-driven analytics, and advanced monitoring tools are designed to eliminate the guesswork from network operations. Use them. 🚀🤖📊

And the next time you consider asking a customer for an MTR, take a moment to reflect: Have I failed at my job? If the answer is yes, then it’s time to fix your network management before your customers find a provider that actually knows what they’re doing. 🎯🏁📢

Bonus | TWAMP & Equivalent Tools 🚀🎯⚖️

To accurately measure both directions of traffic, tools like Two-Way Active Measurement Protocol (TWAMP) or its equivalents should be used. Unlike traditional monitoring, which often only tests from the network core outward, TWAMP measures end-to-end performance in both directions simultaneously. This ensures that:

Service providers get a true picture of network conditions.
Problems can be identified and resolved faster.
Better SLAs can be enforced with reliable performance data.

If your network monitoring solution doesn’t provide this level of visibility, then you’re still flying blind—and your customers will continue to experience issues that you can’t see.

The fix? Stop relying on incomplete data. Start using proper bidirectional monitoring tools.

If You Ask Your Customer for an MTR, You’ve Already Failed 🚨🚀💀