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 Anon
|  Unresponsive
In their defense, Pathetic Smell has been consistently indicating that DSL is not possible to my house. Patently untrue. I have a current DSL service in operation, but the ISP I was using has gone bankrupt. While I wait for PacBell to get their crap together, my DSL continues to operate.
I live in daily fear that my service is in emminent danger of being disconnected.  | |
|  | | Anon |  Re: Unresponsive
Regarding the responsiveness issue, Ariel has been pursuing a resolution to this user's problem since he first contacted us. We don't contact the customer unless we have information to report. PacBell is telling us that he may not qualify for service. Yet, he has service now.
Our second step was to attempt to have the customer keep the existing service, but change ISPs, since service IS working. However, PacBell says that he must be disconnected, and wait for several weeks to reconnect to a different ISP. Reconnection is not assured because PacBell says they may not be able to provide service! We are currently looking for a workaround.
To further complicate the matter, the current connection through the bankrupt ISP could go down at anytime, and he may be without service temporarily, or for good.
Ariel tries our best to assist our clients. We can only hope that PacBell will cooperate as well. | |
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Ariel subscriber
@64.147.x.x
| ariel sucks! we had service through ariel, and for the most part it worked ok. sometimes they would change dns address, and not even tell us. Days would go by without service, and when attempting to get support, they are clueless. I had to figure it out on my own. Id pass on these guys. | |
| | r00tdenied
join:2001-12-04
Bellflower, CA
| Re: ariel sucks!
Also your partial IP address tells me that you are an ex-dsl customer that originated from an ISP we used to have a wholesale relationship with. If you have complaints regarding service they should be directed toward linkLine. And since you were most likely on their network you would of been using their DNS servers anyways and not ours.
Sorry for the confusion. | |
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dru
join:2000-09-14
Corona, CA
| Re: ariel sucks! Josh,
that "partial" IP is a Cox Communications IP based on a simple ARIN lookup (see below).Further checking of BGP tables and traces show the block is being announced by the Cox Business Systems group in RSM, AS#13493. This IP would likely be assigned to a T1 customer or even a wholesale customer such as Ariel, as opposed to the home or "Cox HSI". Ariel uses/used Cox in their network; linkLINE never has.
Much as you'd like to, you can't assume this is/was a Linkline customer, for example, posting from home or they have switched to Cox but had Ariel/Linkline. Remember, you risk compounding their frustration with Ariel if you redirect a client to the wrong provider, exacerbating their impression of Ariel if the ISP you referred them to can't even find them in their system. There are at least three possibilities if I am not mistaken, including LA Bridge (who ended their wholesale relationship) and a third company in Orange County with a wholesale relationship that still exists.
If this is a Linkline client, we would be delighted to handle any customer problems, and I will ensure it gets taken care of if I have an account ID, but we can't help anyone with 64.147.x.x address or assume they are our customer posting from home, for example.
Chances are, if they went "days without service" they ignored letters about the change in ISPs or the cause was something else. I am aware of one incident where a former Ariel customer let their primary (line share) telephone service get disconnected for non-payment. They became hostile with us because the resulting displacement caused 5+ days of no DSL once the pots line was paid up and reconnected. Apparently that line was ordered (for them by April, so they claim) solely to convey DSL and they either forgot what it was for or didn't notice the disconnection by SBC, or assumed that linkLINE would be taking it over. We should have warned them, blah blah. The situation is regrettable but you can hardly expect any ISP to be responsible for customer pots line phone bills. And as far as us failing to notify the client of pending disconnection, SBC does not and can not notify ISPs regarding temporary disconnection for non-payment. We only get notified with a LSR displacement once permanent disconnection takes place.
OrgName: Cox Communications, Inc.
OrgID: CXCA
Address: 29947 Avenida De Las Banderas
City: Rancho Santa Margarita
StateProv: CA
PostalCode:
Country: US
NetRange: 64.147.0.0 - 64.147.31.255
CIDR: 64.147.0.0/19
NetName: COX-3-OC
NetHandle: NET-64-147-0-0-1
Parent: NET-64-0-0-0-0
NetType: Direct Allocation
NameServer: NS1.COX-OC.NET
NameServer: NS2.COX-OC.NET
Comment: ADDRESSES WITHIN THIS BLOCK ARE NON-PORTABLE
RegDate: 2001-09-14
Updated: 2003-01-15 | |
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arielnet
join:2001-01-29
Rancho Santa Margarita, CA
| Re: ariel sucks! Guys,
Even though I don't want to perpetuate this conversation, since it will not likely result in providing the public with answers to the question of which DSL provider to choose, I do want to make a few points.
1. I have a suspicion as to who the "anonymous" poster is. If I am correct, much of their service trouble was surprisingly (not really) due to our good friends at SBC. I have to wonder why they did not choose to sign in and post a real review, if their complaint about Ariel was legitimate. Ariel is know for personal communication with customers. Why didn't this customer contact Ariel with their complaint? The fact that they are with Cox business services, speaks volumes for the quality of service that SBC was able to provide - not Ariel. Cox business service is more expensive than SBC DSL. If Ariel was their problem, why aren't they using SBC DSL through another ISP?
2. Josh was mistaken about who the new ISP is, which led to further confusion. Although, his sentiments regarding contacting a current ISP versus complaining about a previous ISP are valid.
3. As usual, David is right on target about potential reasons for problems. Many are likely due to lack of communication on the part of the enduser, rather than a real issue with an ISP. Any former Ariel customer who is now using Linkline should contact them directly, and can expect that they will resolve any issues to the best of their abilities. We are still working together to ensure that all DSL customers are taken care of properly.
April | |
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