Its Ok
@iss.net
| reply to chuckgo
Re: Zoot the Message from NextPhase CEO
While it was a big inconvenience to have been down for 3 days, you have to admit that up until now they have been pretty reliable. And their support has been great for the past 4 years. They could have handled telling customer a bit better but it seems that they didnt really have a way to communicate that to us. As far as I can tell the phones were down, the site was down and sending an email with no network is impossible. Im good with getting a month of free service. Hopefully they have learned something from this outage and are taking steps to ensure this type of outage doesnt happen in the future. |
|
Ataru
join:2008-04-13
Smyrna, GA | The site didn't have to be down. Did you see that little "sorry we have an outage" message on the site yesterday? There was no excuse whatsoever for not having that message there on Friday. |
|
bigclaw
join:2002-12-05
Atlanta, GA
| reply to staijo
Re: speed factory seems to be no more....
Speed Factory had been pretty good for me until this past weekend. Unfortunately, if there is a decline in customer service/support, this pattern is not at all uncommon among once-successful small businesses. Many of them start out to be exemplary, only to deteriorate later on because of M&A or owner losing interest and motivation.
This is the price we pay for going with smaller players. I see a lot of people jumping ship and praising their new ISPs such as Atlantic Nexus. As far as I know, Speed Factory was the Atlantic Nexus of yesterday. What guarantee do I have that Atlantic Nexus (and the like) won't be the Speed Factory of tomorrow? (Sorry I'm not trying to bash Atlantic Nexus in any way.)
That's why I've been thinking about jumping to "evil" BellSouth. Nowadays I see a residential Internet connection as largely a commodity. When's the last time I needed tech support anyway? As a residential customer with considerable technical expertise, I don't use my ISP's DNS, e-mail, or web hosting. All I need is a connection and a player that won't go belly up in a faction of a second.
Just my $0.02. Others certainly may not share my pattern of Internet usage. |
|
Its Ok
@iss.net
| reply to Ataru
Re: Zoot the Message from NextPhase CEO
So what are you saying? They intentionally took the site down for three days. lol. Come on people. You all are just looking for some malicious intent. I wasnt even able to get to the site for the past 3 days even while connected to their local network. The only way I could even pull it up locally was via the IP address and that was intermittent at best. Did you want them to somehow tell everyone "Here is the IP address of the site. Go there and see our message"? lol. If they could communicate that then there wouldnt be any need for the message would there. I wont waste time explaining DNS and networking but those that understand it get my point. |
|
Anagram
@emory.edu
| Nice straw man argument. No one on this forum, to my knowledge, has said that SF pulled down its network on purpose. What they are saying is that the company's response, to close the blinds, turn off the phones, and ignore it, was incompetent and ill-conceived.
And users don't only have access through our homes. We have access at work or at other people's homes. So, the very minimum SF should've done to inform their paying customers of what was happening was to 1) answer the phones and 2) put up an announcement on their *redirected* site. See how that works?
Shill for SF much? |
|
Signdoc
@atlanticnexus.net
| reply to staijo
Re: speed factory seems to be no more....
I have been (a residential dsl user) with SF for several years. The past year, however, has been pretty screwy (over and above the problems from this past weekend). The biggest issue is that for a period of about 6 months, I was not charged for service...but then received a bill for almost $300. When I called customer service, they told me that their billing database had been lost (and they did not have a back up). I paid that bill (hey, I used the service during that time) and then I there was another couple of months when I was not billed and then received another multi-month invoice.
All in all, it leads me to think that SF is no longer the reliable ISP it once was. I have switched to ATNEX -- they said it would take until tomorrow to get provisioned, but I was up and running again this afternoon. |
|
HappyAtNex
@unsworth.org
| I just got off the phone with a very down-to-earth AtNex employee working from home (@12am) who helped me set up the SF GreatSpeed GS-R250S Bridge. Here is what you need to set it up:
WAN connection: RFC 1483 bridged
Description: RFC1483
VPI: 8
VCI: 35
Encapsulation method: LLC/SNAP
From there, just set up a PPPOE connection in windows to connect, or let your router do it for you. The GreatSpeed bridges have a default IP of 192.168.0.1, so you will probably have to go in and set that as your static IP before you can set up your bridge, but after that, you can set your IP to configure automatically and then refresh everything, and log in using your router or XP PPPOE connection.
Muchos kudos to whomever I spoke with so late @ AtNex...I know just enough about networking to screw up my bridge, and he was extremely patient and worked with me getting everything back in order...thank god I can work @ home tomorrow instead of driving in to Norcross like I have been the past few days without internet, due to defunct SF (which, btw, hasn't been available to cancel my account outside the hours of work - 7am-7pm) |
|
terrorpup
@abraxis.com
| I would like to thanks the guys at Abraxis, I call on Saturday and by Monday, had my new modem and was up and running and I must say the speed much better than SF. They save my butt with my sites and with being on-call this week.
Sidenote, I got the e-mail spam email from support saying it was from it was from Mr. Ford. I have been working in the IT Feild since 98. And the way they happen will never be OK. I reply, knowing that it probably when into a trash bucket letting them know that what steps should have been done. |
|
