altermatt
Premium
join:2004-01-22
White Plains, NY
 ·Verizon Online DSL
| reply to BriGuy89
Re: 914 at it again?
said by BriGuy89  :So as annoying as it is, please log the trouble ticket -- it's the only way to get some action toward resolution and service restoration. Oh, I always do, I just won't jump through the hoops (no, I will NOT click the little flag in the lower left corner or clear my cache, which is cleared automatically, thank you  ). I just tell them there's an outage, ask them to log it, tell them there are hundreds of posts (okay, so I'm exaggerating a tiny bit) and reiterate that the fact that this is the "only way to get some action toward resolution" is inexcusable when it's being reported by so many. And then I suggest they go to DSLR and see for themselves!
And to "once again": PLEASE let Verizon know how disgusted you are with live chat and why. That is another source of absolute frustration for many users.
Verizon needs to get their act together quick. They're making a huge bet on FIOS saving the day, but do they really think I'm going to jump to FIOS knowing how unresponsive they are? They are lucky that our local cable company has a lousy rep for customer service; if I were in Optimum Online territory, I might have jumped ship already.
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The truth of a thing is the feel of it, not the think of it. -- Stanley Kubrick |
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killme
@verizon.net | reply to Pathfinder
Can you hear me now you 4eyed geek? |
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YqE41k24
Premium
join:2004-05-02
Tarrytown, NY
| I spent 40 minutes earlier today on chat going over and over my computer connections, cookies, browser history, firewall and anti-virus settings. Quit that because I had to run out of the house.
Got back home, talked to Mike at Verizon POTS tech support. He's fielding lots of calls since the 800-support number (800 567-6789) doesn't give DSL as an option and saying Repair/Tech Support drops you into the POTS dept. Eventually got through to DSL tech support. Spent 1hr 45min with Hari going over and over my computer connection, cookies, browser history, firewall and anti-virus settings. Their line test runs clean but all that says, I guess, is that the DSL pair from my home into Verizon rings true. Doesn't seem that they can run tests further up the stack and test connectivity between, say, White Plains and me.
Ran the verizon speed test, got 39Kbps down and Hari said problem was because I had 59 processes running at 5% CPU on my computer -- apparently (according to Verizon tech support) a properly tuned computer should have ~30. I flattly refused to kill the other 39.
Finally wore Hari out and got put on hold until an advanced tech rep came on the line.
[sarcasm]
Good News Everybody!!!! They are going to send out a new modem ASAP. Westchester, Putnam, Dutchess Counties (+ our friends across the river and, perhaps, other people upstate) can rest easy now.
[/sarcasm]
At least there's now one more ticket in the system reporting this network problem.
I'm very disappointed in Verizon regarding these frequent, lengthy, major network problems. I do not see why they couldn't test for this since it is obviously repeatable. Why not just hang a spare computer off a DSL line and have it run speed tests every hour for a few months until this problem has been resolved. Or watch for SNMP network equipment alerts. One network outage could be explained, although there should be monitoring in place and redundant equipment on hot-standby. But week after week of the same thing is very poor and strains credibility.
I also wonder why FIOS customers in 845/914 are not seeing the same problem. Doesn't their service also go through White Plains? |
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raresticks
join:2007-07-31
White Plains, NY
| Please note, the FIOS service is virtually an independent class of service from the traditional copper offerings.
Aside from amazing uptime and throughput, the support group is completely independent (all US based) from the DSL support matrix. |
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altermatt
Premium
join:2004-01-22
White Plains, NY
·Verizon Online DSL
| reply to Pathfinder
And just to note, before I give up for the night, that, as with the other outages, I am seeing a huge increase in spam to my VZ addys along with slow email, although others have not reported this spam increase associated with the outages. As soon as these outages have been over, the spam decreases to normal (very low) levels for me. Hard to believe it's a coincidence since it's happened all four times with these last four outages. No one else?
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The truth of a thing is the feel of it, not the think of it. -- Stanley Kubrick |
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Pathfinder
Dazed Confused
Premium
join:2000-03-26
Mount Vernon, NY | reply to Pathfinder
Probably the best Upload I've seen. |
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tim_k
Buttons, Bows, Beamer, Shadow, Kasey
Premium
join:2002-02-02
Stewartstown, PA
 ·Millenicom
 ·WildBlue
| reply to Pathfinder
The oversold network in the White Plains area is way above the responsiblity of any support people you will talk to. I'm not sure who is in charge of adding capacity. You might want to try this number. It's been posted here before for anyone who thinks I'm giving out an internal number. Broadband executive office- 866-848-7700 Hopefully they can get up the chain of command to do something for you guys.
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RIP my baby Buttons 1/15/94-2/9/07 Buttons, Buttons video
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raresticks
join:2007-07-31
White Plains, NY
| While the White Plains CO may be oversold, I truly doubt this is a capacity issue.
Todays outage began in the early AM on a weekend. Two out of the three recent outages also occured over a weekend normally a low load period.
Something else that VZ is not anxious to share with the subscribers seems to be amiss. |
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Pathfinder
Dazed Confused
Premium
join:2000-03-26
Mount Vernon, NY
·Verizon Online DSL
| reply to Pathfinder
I sincerely doubt this is an oversold issue. Whether it be weekend upgrades gone wrong or bad routing I don't know. This is happening at light times not when you would expect capacity to affect performance.
I made my call tonight. (I had company today) and they admitted there was an issue with an ETA of 8 hours.
I'll believe it when I see it. |
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Reaper845
@verizon.net | reply to Pathfinder
Patterson, NY (845). Another great weekend. Any word on FIOS for Patterson / Brewster area???? |
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altermatt
Premium
join:2004-01-22
White Plains, NY
·Verizon Online DSL
1 edit | reply to Pathfinder
Well, it's Sunday morning and test results are actually scarier to me: about 800/600. This worries me more than the dialup speeds yesterday, since I'm afraid that because it is SLIGHTLY faster (but still WAY below my usual 2850-2900 download) they will decide "it's fixed". Another day of not being able to work on projects, since they involve lots of large downloads.
And again, higher volume of spam than usual, just like with the last outages. Very odd. Makes me wonder if what we're seeing with these outages is some sort of attack!
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The truth of a thing is the feel of it, not the think of it. -- Stanley Kubrick |
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YqE41k24
Premium
join:2004-05-02
Tarrytown, NY | Approx 88/607 here. Yesterday I saw 7Kbps download on the verizon High Speed test. |
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hudsonsmith
join:2008-04-06
Croton On Hudson, NY
| Speeds were OK around 7AM this morning (1578/167) but crapped out after about 8AM. Am now getting 420/203, which is better than the 150ish I was getting yesterday but still unsatisfactory. I've been getting the spam flood since around Thursday, prior to the outage beginning. |
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NoWow
@verizon.net
| reply to Pathfinder
845 still slower then dail-up on this day.( 4/13 ).
I am very frustrated today.Weekends for me are spent playing online games,research for my kids school projects and just general surfing.For the bast 3 weekends ( or has it been 4),this SAME problem exists,i get stonewalled by tech support,i tell them to submitt and excalate my ticket and made to feel its my machine causing the issue not them.
Prior to calling AGAIN to today (yes,im a sucker for pain).Does anyone have any intellegent phrases or findings i can tell them? Just to sound like i know what i am talking about and its not my pc?
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Christian
@verizon.net
| reply to Pathfinder
I've been having the same problems. Very slow D/L and okay U/L. I spent 2 hours on the phone with verizon tech support, two different people, was told that it is my computer. It was running 39 processes and had a 50% cpu usage. Tech said that was abnormal... funny thing is that 48% of that cpu usage was THEIR sharing program that they used to log on to my computer. Anne, a supervisor, said the line test ran fine and that they could not dispatch tech support because of that. She advised me it was my computer and that I should send it to the manufacturer to be repaired.
I love how verizon will not admit to a problem on their end. I am VERY close to getting a different ISP. Does anyone have any suggestions? I'm located in Ossining, but don't have cable.
Also, anyone know of a good way of complaining? The people on VZ tech support are so arrogant, and don't care about complaints. I'm thinking about writing a good old fashioned letter and letting them know about my unhappiness. |
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oldnslow2
join:2005-11-24
Waldwick, NJ
| reply to Pathfinder
South of the border, here in NJ, we share your pain. Can't help but wonder if it is a shared problem.
This is a good day. When it gets as low as 40 or 60, I can't get the speed tests to load. The operating system is NOT at fault. It is the same in Linux as in WinXP. |
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altermatt
Premium
join:2004-01-22
White Plains, NY
·Verizon Online DSL
| reply to Christian
said by Christian :
She advised me it was my computer and that I should send it to the manufacturer to be repaired. THIS is exactly what we're talking about. It is CRITICAL that anyone speaking with tech support and told something like this, at a time when there are clearly so many posts about the same problem, emphasize adamantly to the rep that it IS their network, that there are many posts on DSLR about the same thing, that they are going to be responsible for a mass exodus of customers if they keep this up.
When I called and got this arrogant attitude, and the rep refused to accept my statement that there were many others posting about the same thing, I politely asked for a name and id number and then told him that when I called retention threatening to cancel, I would make sure to let retention know that it was him specifically, and the others of his ilk, that were responsible for my considering leaving, NOT the outage itself.
PLEASE, if there are ever any VZ people reading these threads (the Verizon Direct forum here, which is supposed to be a direct line to official VZ people, does not allow the reps to post here, apparently), tell your company that THIS kind of stonewalling is the worst part. As I have repeated many times through these many threads, the stonewalling is worse for many of us than the outages themselves (although those are getting pretty old, too ).
Maybe if we all post in the Verizon Direct forum??? And point them to this thread, and the others from the other outages?
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The truth of a thing is the feel of it, not the think of it. -- Stanley Kubrick |
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Fed_Up_in_914
@verizon.net
| reply to Pathfinder
Just off the phone 11:30am with a VZ tech who claims there is no reported outage in 914 and that my line test is fine.
If this gets resolved again at 10pm tonight we should all be very suspicious of other factors involved (maintenance, upgrades). Meanwhile their techs have no idea and this is what we get: |
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YqE41k24
Premium
join:2004-05-02
Tarrytown, NY
| reply to altermatt
First, is Linux tech support any better informed than Windows? I've found that for problems like this, on other occasions, getting support for the most obscure and technical, but supported, product gets you to a more informed class of support reps, who may be able to grasp the real situation quicker. I've been calling against my Windows XP machine, but maybe I should boot up CPM or OS/2 instead.
I don't blame the individuals at tech support. I certainly could not stay on the phone or chat session for 2+ hours going over and over my Windows machine if I didn't believe that they were sincerely trying to assist me. Although poor performance is becoming a regular event for us, I do think that a vast majority of their calls are due to misconfiguration of home computers. The problem is that they lack the tools and process to properly diagnose and separate our network problem from home computer problems. From what I can see, the tech support reps do not have a way to test for the network performance.
What is this "line test"? It seems to test the signal between our modem and the first hop, DSL, into Verizon's offices. I do think that electrical noise and corrosion can cause errors with the line and the test does show a certain class of problems. But they sorely need the ability to run a speed test, at the IP level, between Bangalore or certain points in the USA and the modem.
Since no process is in place to test or monitor network performance at the area-code level, it seems that we must slog through the existing processes and individual outages will only be resolved, on a case-by-case basis, when enough people have talked their way through tech support for 2+ hour stints and opened a certain quantity of trouble tickets. It's basically a self-imposed (Verizon imposed) DoS process. During the hours spent talking to us, those same reps could have actually been helping people in other areas of the country.
The process is broken. The tech support reps are simply the visible ring of this broken process.
But if threatening them gets you an open ticket faster, more power to you.  |
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nathan42100
join:2008-03-16
New Rochelle, NY
| reply to Pathfinder
I must be one of the "lucky" ones.
Still usable but not fast:
This really is ridiculous though. Can't they at least plan the outages for when everyone DOESN'T need it? Like during the week during the day for non-business customers and weekend for businesses? |
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