We had a 10 hour outage on our DS3 yesterday... Went down around 10:00, and didn't come back up until around 20:00.
Our ISP is NTT, but they give us service over Verizon infrastructure. According to NTT, Verizon had a "bad jumper" in their rooms, and they had to fight Verizon to get them to dispatch. The only saving grace is that yesterday was a company holiday for the US office - but that didn't help much for our two overseas offices. I have to wonder if VZ doesn't have a random number generator that tells a tech to go in and jiggle some wires once in a while to see if they can't discombobulate folks. Sigh. Kurt On Tue, Feb 22, 2011 at 18:12, Andrew S. Baker <[email protected]> wrote: > I routinely have ISP fun. Two weeks ago, it was Verizon FiOS. This week, > it's my web hosting provider. > Years ago, I have multiple bouts of incredible fun with Comcurst. Still > have some of the chat logs and diagnostics saved from that encounter... > I'm not sure whether or not to attribute it to outsourcing, general > incompetence, poor work ethic, or acute telcoitis, but they get dumber and > dumber each year, and the individual techs either know less, or are less > capable of helping due to restrictions, etc. > And I'm only recounting *residential* grief here. It's just as bad on the > corporate side -- worse, when you consider the dollars involved. > > ASB (Find me online via About.Me) > Exploiting Technology for Business Advantage... > > > > > On Tue, Feb 22, 2011 at 7:42 PM, Rene de Haas <[email protected]> wrote: >> >> Those stories bring back memories. >> >> Phone company calls home if I want internet. Didn't have it at the time. >> They talk to my wife who's not into computers, so she says you'll have to >> talk to my husband. They, OK can we send you some information? Yes, that was >> ok. >> She tells me and 2 days later we get a letter. It starts with thank you >> for your order.... >> In the letter it also mentions if you want to cancel you will have to do >> this within a week by calling a phone number. >> So I call phone number go through the menu and then get a voice message >> saying they are very busy because a lot of interest I will need to call back >> later and get disconnected. The same happens all 5 times I call. >> I go to a shop of the same company wait for my turn, tell the story and >> ask if I can cancel there. >> No you can't you have to do it through the phone number. >> Ok, can I file a complaint then? Sure, so I did, but never heard anything >> about it. >> After a few more tries with the phone number and the same result, I decide >> to select a different menu option than the one to cancel and yes it is >> possible to talk to a person after all if you want to have Internet >> connected. >> So it's cancelled and don't hear any more from them and think it's solved. >> Month or 2 later I find out they are charging my account for the Internet >> connection after all. >> I call them and yes, they can see I cancelled. They connect me with the >> accounting department. >> There but sir you have Internet. Me, what the .... Your other department >> could see I cancelled. Them, oh but that's a different administration... >> Finally it got resolved and I got the money back, but you can imagine I >> was mildly irritated at the time. >> >> On Wed, Feb 23, 2011 at 12:52 AM, Steven Peck <[email protected]> wrote: >>> >>> Years ago, my neighborhood finally got DSL. Yay. I had 2 phone lines, >>> one for voice and one for modem use. Ordered it. Scheduled 30 days out. >>> 5 days before got confirmation that schedule was valid >>> 3 days before was told it was on hold because of 'issues' >>> 2 days got called, on schedule... followed by a call that it was on >>> hold.... >>> ... confused. I was told they were separate groups but really, no one >>> was coming out. >>> >>> Took the day off anyway. Guy shows up to do the install (contractor). I >>> tell him all the information, he says it's good, he can install anyway..... >>> Little later says oops, bad news, problem with wiring, rescheduled and he >>> leaves. >>> >>> ... both phone lines dead ... >>> ... 7 days to get one line working ... >>> ... 21 days and 4 home visits to get second line working again ... >>> >>> In the meantime, they call me to ask how my DSL was working out....!! >>> This seemed to have involved 6 different groups from PacBell. >>> >>> 30 days later, unexpectedly on a Saturday, PacBell guy shows up. I tell >>> him the story. He laughs a lot. 2 hours later he says, test it out. We >>> test it out.... wow! Happy guy now. I get 2 months free for 2 month >>> odyssey to get DSL, go go early adopter. >>> >>> .... >>> >>> My next nightmare was next year. One is one day my DSL goes dead. >>> I have to dismantle my network as I know that they would freak if I had >>> anything then a single Windows 98 (yes, that long ago) box connected to my >>> DSL line and it's just easier. >>> >>> So... 6 hours on hold. Yes, 6 hours! (Sunday lost - at least there was >>> football on) >>> Much discussion, chatting, four transfers (after first 2 were cold >>> transfers that had no clue what to do with me, I demanded warm hand offs), >>> finally it appears my configuration was accidentally wiped on the switch, >>> "would I like to just go with PPOE?" !! NO !! (as I was paying for static >>> anyway - yay, grandfather clause for early adopters). So they got me >>> working. Whew. 7 hour marathon now over. >>> >>> 20 minutes later, no connectivity!!!! >>> Back on phone. 3 hours. Reduced hold time. >>> Carefully, oh so carefully holding my temper, I interrupt the person with >>> the scripted question with my ticket number and ask them to pull it up. I >>> ask, can you please call the network guy on the ticket and see if they >>> 'saved the run configuration' BEFORE someone else overwrote it wiping my >>> configuration out again.... Yes I am sure. Please do this as I am very >>> upset after 9 hours on hold at this point... "Please hold" 20 minutes later >>> I get the agent back, network guy says 5 minutes, very sorry please wait >>> some more. 10 more minutes connectivity restored. Agent swears network guy >>> says it's saved this time. I get one month free. >>> >>> Wow, this brings back memories. I've since moved. >>> >>> Steven Peck >>> http://www.blkmtn.org >>> >>> >>> On Tue, Feb 22, 2011 at 3:16 PM, Michael B. Smith <[email protected]> >>> wrote: >>>> >>>> My parents got the “buy a new modem” thing just last week from their >>>> provider (WindStream). Ended up just taking a reset. >>>> >>>> >>>> >>>> Regards, >>>> >>>> >>>> >>>> Michael B. Smith >>>> >>>> Consultant and Exchange MVP >>>> >>>> http://TheEssentialExchange.com >>>> >>>> >>>> >>>> From: Guyer, Don [mailto:[email protected]] >>>> Sent: Tuesday, February 22, 2011 4:13 PM >>>> >>>> To: NT System Admin Issues >>>> Subject: RE: Monday morning not-so-funny >>>> >>>> >>>> >>>> “I wonder how many elderly people and or tech illiterate people have >>>> been ripped off with “you have to buy a new modem” “ >>>> >>>> >>>> >>>> Probably the same amount of people who get ripped off when they take >>>> their cars to these chain auto shops and pay for unnecessary repairs. >>>> >>>> >>>> >>>> It’s unfortunate that things go on like this. >>>> >>>> >>>> >>>> I ran into a similar experience yesterday. Noticed my cable bill (won’t >>>> name the provider, but it starts with a C and ends with a T) was about $40 >>>> higher than previous month. So, I called them out on it and got it reduced >>>> almost double what they were trying to raise it. Money is made like this >>>> all >>>> over when people don’t pay attention or are afraid to stand up and speak >>>> out. >>>> >>>> >>>> >>>> >>>> >>>> Don Guyer >>>> >>>> Windows Systems Engineer >>>> >>>> Datasafe Platform >>>> >>>> Fiserv Enterprise Technology >>>> >>>> Fiserv >>>> >>>> [email protected] >>>> >>>> Office: 1-800-523-7282 x 1673 >>>> >>>> Fax: 610-293-4499 >>>> >>>> www.fiserv.com >>>> >>>> >>>> >>>> From: Mathew Shember [mailto:[email protected]] >>>> Sent: Tuesday, February 22, 2011 4:03 PM >>>> >>>> To: NT System Admin Issues >>>> Subject: RE: Monday morning not-so-funny >>>> >>>> >>>> >>>> I had “great” service at home. >>>> >>>> >>>> >>>> Call in a repair for the telephone line which has noise. >>>> >>>> >>>> >>>> A DSL guy eventually appears and says they sent him because the phone >>>> people are short staffed (layoffs) and proceeds to wipe the config on my >>>> DSL >>>> modem. >>>> >>>> >>>> >>>> Call that in and they said a person will be out in a week. Tell them >>>> no; you broke it you fix it now. “Can’t help you” Let me talk to the >>>> manager. Get angry with manager and a person will be out the next day. >>>> >>>> >>>> >>>> Person never shows. >>>> >>>> >>>> >>>> Call it in and get sent to DSL support. Can’t get access to it with >>>> the default password. Support says I have to buy a new modem because it’s >>>> old. Tell them no; your person broke it they have to repair it or replace >>>> it. “Can’t help you” Let me talk to the manager. Get angry with >>>> manager >>>> and a person will be out the next Day. >>>> >>>> >>>> >>>> A telephone person shows up and announces the lines are ok so DSL should >>>> work. Duh! The modem config was wiped and the default password doesn’t >>>> work!!!!! >>>> >>>> >>>> >>>> Wife calls it in and they try to go through queue card support. Wife >>>> cuts it off. Somebody else talks to her and tells her we have to get a >>>> new >>>> modem because I broke it. Wife goes ballistic and asks for the >>>> director. Person will be out today. Director gives his number. >>>> >>>> >>>> >>>> Person never shows. >>>> >>>> >>>> >>>> Wife calls director that evening and a very grumpy DSL person announces >>>> the modem config was wiped and the wrong default password was given to us. >>>> Asks who did it and proceeds to call that person up and yells at them. >>>> >>>> >>>> >>>> DSL restored. >>>> >>>> >>>> >>>> Side note: They had to have support tickets for both DSL and the >>>> telephone and they made no sense from the comments section as per grumpy >>>> dsl >>>> guy. He said they are going through hell because they laid off a large >>>> portion of the front desk people and outsourced it to cheaper better >>>> talent. >>>> >>>> >>>> >>>> I wonder how many elderly people and or tech illiterate people have been >>>> ripped off with “you have to buy a new modem” >>>> >>>> >>>> >>>> >>>> >>>> From: Guyer, Don [mailto:[email protected]] >>>> Sent: Tuesday, February 22, 2011 12:44 PM >>>> >>>> To: NT System Admin Issues >>>> Subject: RE: Monday morning not-so-funny >>>> >>>> >>>> >>>> In a previous gig, we had a provider come out to one of our sites and >>>> cut our data circuit instead of one of the other tenants’. >>>> >>>> >>>> >>>> They paid HELL for that! >>>> >>>> >>>> >>>> Don Guyer >>>> >>>> Windows Systems Engineer >>>> >>>> Datasafe Platform >>>> >>>> Fiserv Enterprise Technology >>>> >>>> Fiserv >>>> >>>> [email protected] >>>> >>>> Office: 1-800-523-7282 x 1673 >>>> >>>> Fax: 610-293-4499 >>>> >>>> www.fiserv.com >>>> >>>> >>>> >>>> From: Kelli Sterley [mailto:[email protected]] >>>> Sent: Tuesday, February 22, 2011 11:34 AM >>>> >>>> To: NT System Admin Issues >>>> Subject: Re: Monday morning not-so-funny >>>> >>>> >>>> >>>> Had something like that once ... All of a sudden the internet went out >>>> in the middle of the day. I happened to look out the front window and our >>>> internet provider had a tent over a man hole cover. So I went out there >>>> and >>>> yelled down the hole - Hey what the heck did you just do? Scaring the crud >>>> out of the tech. Seems he had a drawing showing unused internet lines to >>>> cut and ours was listed to be cut. He said he figured it was still live >>>> cuz >>>> he got one heck of a shock from it. Luckly they fixed it sooner than >>>> later. >>>> >>>> Kelli >>>> >>>> On Mon, Feb 21, 2011 at 11:25 AM, Devin Meade <[email protected]> >>>> wrote: >>>> >>>> Hello all, >>>> >>>> Our electric provider, OG&E, calls us at 10 AM saying "We are replacing >>>> your meter now and we will cut your power off in about 1 min". Our >>>> facilities mgr says "Uh no you don't, you didn't' schedule it". They say >>>> they must do it. So we say we need at least 15 min and shame on you for >>>> not >>>> scheduling it. So we have just about everything powered down, when they >>>> call back. They accidentally had the wrong address, it's really the >>>> building up the street under renovation ... and we are so sorry. So we now >>>> start powering up our systems. I just had to share this ... you can't make >>>> this up! >>>> >>>> Devin > > ~ Finally, powerful endpoint security that ISN'T a resource hog! ~ > ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/> ~ > > --- > To manage subscriptions click here: > http://lyris.sunbelt-software.com/read/my_forums/ > or send an email to [email protected] > with the body: unsubscribe ntsysadmin ~ Finally, powerful endpoint security that ISN'T a resource hog! ~ ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/> ~ --- To manage subscriptions click here: http://lyris.sunbelt-software.com/read/my_forums/ or send an email to [email protected] with the body: unsubscribe ntsysadmin
