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1.1 Ordering

Current advertised service packages:

Standard Plans at Everyday Prices


Specials

Services can also be found through Partners of SWBell. DSL service can be order through these ISP Partners.

by Flippant See Profile
last modified: 2003-08-25 19:43:52

First and most important you cannot run dual service!!! This means you cannot have the phone at your old location connected at the same time as your new location

Since Late November SBC has started a new process of transferring DSL service. You will no longer have to wait for a disconnection at your old location, change your phone number to make the process quicker, merge your accounts or calling billing for out of service adjustments (dont believe me?? think its impossible? I had my doubts as well.. thats why it took me so long to make this post ) Anyhow..

Once you have established your orders for transfer of service with the telephone company.. Note: These orders must be within the same region.. you qualify if the order numbers the telephone company gives you start with the letters F/T

Ask to be transferred to the EPC to "transfer your DSL" Note here there are alot of new EPC reps out there as of lately... make sure they understand that you want to transfer service..

An order for switching your service will go according to this time line:

IF your POTS orders are due on the same day the DSL will disconnect on the first day at the old location then reestablish 4 business days later.. IE today is Monday your orders are scheduled for today.. your DSL should be reconnected Friday

If your POTS orders are due say today (Monday) for disconnection and Reconnection on Tuesday Next week then your DSL will be reconnected on Wednesday Next week..

If your POTS orders are due say disconnect today (Monday) and connecting Wednesday (this week) then your DSL will be reconnected Tuesday next week..

Your accounts should deactivate and reactivate in billing/tech support records on their own (believe it or not I have seen it work)

Thank you only me!

by Flippant See Profile

SWBell initially had a 16000 foot limit then reduced that to a 14000 foot limit. The latest policy is to try any viable circuit, however, to do this they have removed a guarantee on a minimum bandwidth (download speed). During the times of the above mentioned distance limits a download rate of 384 kb/s was guaranteed. They will now try hard to achieve at least 192 kb/s download, but make no promises on down or up rates anymore.

This new policy does have many benefits to their customers. Under the old system the only way to maintain a guarantee of 384 kb/s was to deny service to anyone who could not achieve this rate. This would occur before and after the service was installed. So people who could not maintain the minimum guaranteed rate were routinely denied service even if they wanted to try the best rate possible under the minimum. The distance limit was then changed 14000 feet in what may be seen as an effort to try and limit the number of disappointed customers. This 14000 foot limit clearly denied viable service to many potential customers, but there were fewer angry ones. However to deny service to a potential happy customer is not smart business for either.

The latest policy to remove both minimum distance and guaranteed minimum speed now allows the customer to try the service and decide for themselves if they are willing to use it at whatever rate they can achieve. This puts the decision in the hands of the customer, clearly where it belongs. To do this they have loosened the rules on the one year contract. Now the customer has one month to decide if they are willing you use the service they have. So far this is an unwritten policy, you should confirm before ordering. This is a good policy for whatever distance the customer has.

by Flippant See Profile
last modified: 2002-08-17 10:48:12

Call ASI and the Emerging Products Center (EPC), 888-792-3751, and ask if you are within range for DSL service. If there seems to be any doubt you can request a Mechanized loop qualification test. This may take a few days to accomplish as your line loop will have to be manually tested.

Short of installing DSL, there is currently no sure way to tell how well the service will work for you.

by Flippant See Profile
last modified: 2002-08-17 10:47:48

When a customer may be denied DSL service SWBell engineering will often run these physical tests to assist in the decision of whether DSL should be offered or not.

MLT- Mechanized loop test.
Checks for - Voltage (switch and foreign), current, tone ringer (ringers or half ringer), capacitive (longitudinal) balance, resistance faults (shorts, grounds, crosses), opens, and distance.

MLTs are available in most SBC C.O.s to SBC (non-CLEC) customers. It is a carry over from POTS (Plain Old Telephone Service) and not designed for DSL, but can be helpful for DSL trouble shooting.

SBC (non-CLEC) DSL customers should ask for a "Coppermax" test before an MLT on any DSL issues. It is performed by ASI. It is not available everywhere but is geared specifically for DSL.

Please Note: MLT tests are available for RT's but coppermax is not.

Thanks to nunya01 for the test information!

by Flippant See Profile
last modified: 2003-03-12 21:12:10

Unfortunately the ability to do this is no longer available.

by Good Ol Dan See Profile edited by Flippant See Profile
last modified: 2002-08-17 10:46:43

Please note this applies to the Southwestern Bell Region Only!!!

I have no idea what procedures are taken in other Bell regions..

Moving your DSL:

This can be as simple as moving from one apartment to the one next door or moving across town... Either way heres what happens in general..

Customer calls in to place an order to move service.. you may have heard this referred to as F/T... You speak to a telephone company representative to do this..

Please note here that regardless of how many times this rep tells you she/he can handle the transfer of your DSL service.. She/He cannot and request at the end of the call to be transferred to the EPC (Emerging Products Center)

Once you have spoken to an EPC rep they will assure you they can handle the transfer of service from one location to another... (This is for the most part a true statement)

Basically here are the steps that take place during the transfer that the customer doesn't actually see.. but will feel when service is delayed...

From order is completed on say 8-11 to disconnect telephone service at your old location.. This generates a report of telephone service disconnections to ASI... ASI sees there is no actual dial tone at this address and issues a disconnection order for your DSL..Note I said ASI has to disconnect your DSL and not Telco... A standard disconnection order takes 3 business days to complete..

Now the To order to connect your telephone service may have been scheduled for the same day 8-11.. what does this mean for your DSL??? Nothing... At this point you are waiting for that disconnect order to post to the system (3 days remember?) So 3 days go by and the EPC person you talked to probably a week ago by now.. is following up on your account.. 3 days later she sees the disconnect complete and puts in a brand new order for your DSL service at this new address.. What does this now mean?? 5 business days to reconnect... UGG what happened to what that telephone company rep told you about 1 week downtime?? (yes they say that all the time)

Why does this happen.. or better yet why does this take so darn long.. why can't SBC just flip a switch??? Because we are all separate entities of SBC.. and alot of reps don't understand it so they cannot explain it...

ASI cannot see your telephone records.. they don't know how much your bill is or who is listed on your account or if you have Caller ID...

The telephone company on the other had has no idea just by looking at your phone company records.. what speed tier you are on for DSL.. or why it doesn't work..

So the EPC acts as the middle man.. Basically records must establish themselves in order to send them to ASI and that takes a day or two.. So when everyone follows up in a timely manner and orders flow thru a customer can have DSL back up and running in less than 2 weeks.. This of course is in a perfect process.. On the other hand if someone at the EPC isn't following your account or for various other reasons..outages can be much longer when moving..

Oh and by the way... Does it help if you change your telephone number when you move??? Well sometimes.. If you are one of the customers who decides to have dual service.. meaning disconnecting your phone on 8-15 but connecting at the new location on 8-11 then yes definitely.. but thats a whole 'nother book all together..

Thanks "Only Me"

by Flippant See Profile