Slynky,
All I can say is I have a contract with them and so they better fix it. I understand DSL get's a bad rep becuase it's not available in every area and sometimes is hard to get setup and running. But once it's up and running for over a year there is no excuse for the service going out. They can't exactly shrug their shoulders and walk away like they can with a new customer.
That being said, Geoschmo is starting to get impatient...
I received a nice email today from the DSL people..
>
> Thank you for contacting Customer Care.
>
> We have received your e-mail your connectivity
> issue. We deeply apologize for the frustration and
> inconvenience you are experiencing with your
> connection. By reviewing your service ticket, there
> will be an update at the close of business day(14th)
> form your local carrier. You can check back via
> email/phone for further updates Thank you.
>
> If there is anything further that we can assist you
> with, please feel free to reply to this e-mail or
> contact our Customer Care Department
>
> Thank you,
>
> Perry
My response to him...
Perry,
A phone Company tech came to my house this morning around 9:30. He did a continuity and a load test and said that it passed both of those all the way back to the CO but that there is still no DSL signal coming through the line. Is there something else in the system that could be the problem that the phone company is responsible for? Has the DSLAM been checked properly to make sure it is putting out the required signals? So far I have had 2 visits from phone company techs and two visits from your techs to my house in the 14 days that my DSL has been down and they have not found the problem.
Most of my frustration has been due to what I feel are conflicting updates coming from your support and a lack of proactive updates. When your tech came out yesterday morning, she said she needed to check something at the CO and then I never heard from her again. I called support four hours later yesterday afternoon they said she had checked the CO and the signal there was good and that she had to have the connections between my house and the CO checked.
When I called Last night around midnight for an update they said someone had found a problem at the CO and that the phone company would have to fix some connections there. The next morning a phone company tech showed up at my house and started tracing signals from my end again. I was not expecting that and it didn't make sense to me considering what I had been told 9 hours earlier by your help desk.
Do you have any idea where the signal is being lost even? The impression I get is that you all are passing the ticket around between the various levels of support and the field at your company and the phone company's field personel and no one is working together to resolve the problem.
I work in IT support myself, so I understand that not everyone is trained in every area of a complex system such as this. But when a persistent problem of indeterminate origin such as this occurs with our customers one of us will take ownership of the problem and coordinate efforts with the various technical specialty Groups until it is resolved. Perhaps this would be something someone at your company could do and get this issue resolved for me.
It just doesn't seem right that I have now been without DSL service for 14 days. Not to mention the fact that I just received my monthly bill including an extra 30 dollars for excess dialup usage. Dialup usage that has been caused by the outage of my service that I am also paying for and not receiving. I understand that your billing cycles are independent of service issues, and that once the issue is resolved and the ticket closed I can speak with the billing department about a credit, and I intend to do exactly that. But I'll be honest with you it leaves a bad taste in my mouth.
The year and a half prior to this problem arose have been relatively trouble free. Because of this I am still willing to cut you some slack while you try and get this resolved. But my patience is wearing thin and the good grace you have earned in my time as a customer is starting to be used up.
[ August 14, 2003, 18:54: Message edited by: geoschmo ]