DrStrange
Technically feasible
Premium
join:2001-07-23
West Hartford, CT
 ·magicjack.com
 ·Stephouse Networks
·EarthLink
| Procedural question from Earthlink DSL+IP customer
I have a post in the Covaddirect forum, but no one has replied in six days. This is a separate question related to the problem I'm having. Any good answer to this will keep me as an Earthlink [and indirectly a Covad] customer. I've about lost patience with offshore outsourced tech support.
I've been down since Friday the 1st. It was up at 2AM the 1st and down at 9AM. I have hit an impasse with Earthlink support. I have three modems. They all worked on the line before, now they don't even train, even when they're plugged into the test jack at the NID. I think there's a problem at the CO. Either the port is down or someone mistakenly disconnected me.
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Earthlink claim:
They called Covad, Covad found no trouble at the CO, and they want to send me a new modem. The exact heavily-accented phrasing was "We've had a vendor update that you need a new modem", which doesn't make good sense in American English and would only mean something if the answer to question 1) below were true.
I think:
Earthlink called Covad, Covad rebuilt the PVC, and won't roll a truck until the customer gets a 'known good modem' and still can't get sync.
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Question 1):
Is this standard Covad procedure? Is there a policy that Covad won't roll a truck to the CO until the partner ISP sends the customer a new modem and that fails to sync at the NID?
Question 2):
Is there a way around it, because I already have three modems I know are good. I don't need a fourth one. I'd like to get re-connected sooner rather than later.
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If it's Covad policy that I have to get new modem from my the partner ISP before Covad will roll to the CO and that policy has no exceptions, then I'll have them send me a new modem, but they're going to hear me yell 'I told you so!' in India when it still doesn't work. |
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LBDSL
Lightning Bolt
VIP
join:2002-01-07
Auburn Hills, MI
| Your issue is with Earthlink, not Covad. I would go back to earthlink and request further troubleshooting. Is this a line share or a dedicated loop circuit? If line share, have an MLT test run, if a dedicated loop, have a plug unplug test run. If the test comes back clean, and you still don't have sync at the NID, then a possible billable dispatch from covad is the best step.
Regarding shipping a new CPE (modem). This may be an Earthlink requirement, but I can't speak on behalf of that.
You probably need to go back to Earthlink support, or they even have a forum here (I'm not sure if any Earthlink techs hang out there or not)
But again, Earthlink is your ISP, so their tech support should help you out. If not, find an ISP who will offer you support.
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Lightning Bolt Technologies |
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DrStrange
Technically feasible
Premium
join:2001-07-23
West Hartford, CT
·magicjack.com
·Stephouse Networks
·EarthLink
| Thanks for the reply.
I know it's not Covad's problem. I just want to know if that's their policy. I've been on the management side of policy before, and I'm aware that it doesn't always make sense to the end user. I'm also more inclined to accept that answer from Covad than I am from Earthlink at this point. That's why I asked here instead of calling Earthlink a fifth or sixth time.
It's lineshare. Earthlink have a forum, but the are no more US-based techs, so there's no official support left.
My guess is there's something up at the CO rather than a line problem. The line had a 30.5dB downstream noise margin when it worked. Covad confirmed that figure [was thinking about a speed upgrade at the time].
India tech support will help you out, to a point. That point is reached when the customer has an issue that's too complicated for them to understand or there are language issues.
If this keeps up, I'll have to see what other partners Covad has in this area and start thinking about changing ISPs. |
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LBDSL
Lightning Bolt
VIP
join:2002-01-07
Auburn Hills, MI | A simple MLT test will show an issue, if it is not on your end, and can be run in about 2-3 minutes.
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Lightning Bolt Technologies |
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DrStrange
Technically feasible
Premium
join:2001-07-23
West Hartford, CT | It would be nice if they were willing to do that. Would it show whether or not the cross-connects have been tampered with or disconnected? |
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LBDSL
Lightning Bolt
VIP
join:2002-01-07
Auburn Hills, MI | An MLT will test everything in the CO, and the loop itself. It will show spliter signatures, loop distance, etc.
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Lightning Bolt Technologies |
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DrStrange
Technically feasible
Premium
join:2001-07-23
West Hartford, CT | Thanks. I don't know why they haven't done this. It would have saved a lot of frustration on everyone's part. |
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Doctor Olds
I Need A Remedy For What's Ailing Me.
Premium,VIP
join:2001-04-19
1970 442 W30
clubs:
edit:
February 7th, @03:37PM
| reply to LBDSL
said by LBDSL  :A simple MLT test will show an issue, if it is not on your end, and can be run in about 2-3 minutes. Since there are no more US based EL Techs, the only support left is the Indian and Philippine based support. I do not know if they have any of the tools that the old US based techs had available. I doubt they know how to order a MLT from Covad or the Telco. I've seen no evidence of it ever since the US Techs were let go. 
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What’s the point of owning a supercar if you can’t scare yourself stupid from time to time? |
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