Finally, we’re back online
My Speakeasy DSL line has finally been restored, after being down for nearly two weeks. While the Speakeasy support folks were awesome during the whole thing, getting AT&T to actually fix the problem was a nightmare.
Below is a (filtered) log of what has taken place, based on the ticket history from Speakeasy’s support website:
Fri, Nov 3 @ ~4:00 PM: Volt Telecommunications does work on the telephone pole across the street from my house and my DSL line stops working.
Sat, Nov 4 @ 9:33 AM: I called Speakeasy to tell them that the line had been down since the previous day. Tests show that the problem is with the line and they escalate to Covad for further tests.
Sat, Nov 4 @ 1:52 PM: Speakeasy called me to schedule a house call from Covad.
Tue, Nov 7 @ 6:45 PM: Covad technician confirms the problem is on the telephone pole and not with inside wiring. Escalates back to Speakeasy for AT&T Repair Dispatch. AT&T Dispatch is scheduled for Wednesday between 8AM and 5PM.
Wed, Nov 8 @ 8:43 PM: I contacted Speakeasy to find out what took place when the AT&T tech was onsite. Notes show that the AT&T tech claims he had no access to the equipment and left. Another AT&T Dispatch is scheduled for Friday between 8AM and 5PM.
Fri, Nov 9 @ 5:58 PM: I contacted Speakeasy to find out what took place when the AT&T tech was onsite. Notes show that the AT&T tech claims he had no access to the equipment and tried contacting me on my cell phone. When he was unable to contact me, he left. I received no calls on my cell phone, and there was a note left on both the front door and basement door explaining where all necessary equipment was. Speakeasy rep conferences in AT&T dispatch and they confirm that the AT&T tech’s will not enter a basement without someone being on premise to approve. New AT&T Dispatch is scheduled for Tuesday between 8AM and 5PM.
Tue, Nov 13 @ 2:35 PM: After sitting at home and working via my Verizon wireless card all day, the AT&T tech finally shows up. He found that my jack on the telephone pole had been broken by the Volt telecom folks, and repaired things in less than 15 minutes. He also took the time to repair the half-assed work that the original Covad tech had done three years ago when the line was initially setup. After seeing the DSL modem appear to be in sync, the AT&T tech left.
Tue, Nov 13 @ 4:35 PM: I finish the conference call I had been on for the previous three hours, and test the DSL line… nothing. The DSL modem appears to be in sync, but no traffic is passing. I call Speakeasy, and they again escalate to Covad for testing. They ask me to call back in 4 hours.
Tue, Nov 13 @ 7:30 PM: The Speakeasy tech updates the ticket saying a new modem is needed. I call in and they do a few more tests before arranging to have a new modem FedEx’d to me.
Wed, Nov 14 @ 11:20 AM: A Speakeasy tech calls my cell phone and explains that he had continued working with Covad engineers on my problem this morning, and that they believed the problem had been with equipment at the central office. I quickly verify that my Vonage line is again working, and thank them very much for following up.
Add comment November 14, 2007
