Write Lightning is a blog from writer Deb Thompson.
Everyone is welcome here.
(Some links or topics may not be completely kid-appropriate.)
Everyone is welcome here.
(Some links or topics may not be completely kid-appropriate.)
Sat, Sep 25 2004
Down Time
We seem to be back up and running. Sometime Thursday morning (two days ago) our DSL service was suddenly interrupted, and we learned there was some problem with Yahoo SBC's connections. Unfortunately, when they got the problem fixed, we still had no service and it took until just a few hours ago for us to get it restored. Their first tier customer service appears to be outsourced now, and while their people are patient and thorough, they had no idea what to do when my husband, who used to work for a modem manufacturer, began speaking to them about things like Redback (or Rback) and DSLAM. They were not authorized to do things such as trace routes, so he had to go through about two hours of steps that had nothing to do with what our problem was, and then finally they transferred him to a second tier person who had the problem fixed within about 2 minutes.
It would be great if these companies would ping their customers' connections after such an outage, so that they would know whose connections were still not working after they think they have fixed the widespread outage. I guess someone, somewhere, decided that wasn't going to be part of customer service. So we went an extra day without service because we did not know that we should have called for some extra step on their end because they had suddenly configured something differently on their end.
Billing owes us 2 days of credit. It won't pay for the frustration and delays in our own work, but they should at least do that much.
posted at: 13:11 | category: /Miscellaneous | link to this entry
We seem to be back up and running. Sometime Thursday morning (two days ago) our DSL service was suddenly interrupted, and we learned there was some problem with Yahoo SBC's connections. Unfortunately, when they got the problem fixed, we still had no service and it took until just a few hours ago for us to get it restored. Their first tier customer service appears to be outsourced now, and while their people are patient and thorough, they had no idea what to do when my husband, who used to work for a modem manufacturer, began speaking to them about things like Redback (or Rback) and DSLAM. They were not authorized to do things such as trace routes, so he had to go through about two hours of steps that had nothing to do with what our problem was, and then finally they transferred him to a second tier person who had the problem fixed within about 2 minutes.
It would be great if these companies would ping their customers' connections after such an outage, so that they would know whose connections were still not working after they think they have fixed the widespread outage. I guess someone, somewhere, decided that wasn't going to be part of customer service. So we went an extra day without service because we did not know that we should have called for some extra step on their end because they had suddenly configured something differently on their end.
Billing owes us 2 days of credit. It won't pay for the frustration and delays in our own work, but they should at least do that much.
posted at: 13:11 | category: /Miscellaneous | link to this entry
