raresticks
join:2007-07-31
White Plains, NY
1 edit | reply to Pathfinder
Re: 914 at it again?
212-395-1060 is the number for the CEO's office.
EVERYONE should log a message here. Thing to include:
1. Your contact number
2. Length of time of the outage (at least from AM on 4/12)
3. Any ticket numbers you may have
4. As yet unknown ETR
5. A request that the White Plains CO operations manager be fired!!
6. Anything else you deem relevant
7. Area codes impacted (914,845)
8. Fourth outage within a month for the same reason |
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raresticks
join:2007-07-31
White Plains, NY
1 edit | reply to BriGuy89
Noted. Shows good level of customer concern.
I also suggest EVERYONE call VZ Ceo Ivan's phone @ 212-395-1060. I've already left a message there. I'm hoping the calls are forwarded out to his hand-held while he is having a grand time on the golf course today.
Things to include:
1. Your reach number or contact info
2. Any ticket numbers you have
3. The widespread nature of the outage
4. The as yet unknown ETR
5. Fourth outage of this type within 1 month
6. The notion that the White Plains CO Operations Manager
should be fired immediately
7. Outage condition from early AM on the 12th
8. Anything else you deem relevent |
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BriGuy89
Let's Go Orange
join:2001-05-08
Yorktown Heights, NY
 ·Verizon Online DSL
1 edit | reply to altermatt
Re: Verizon Direct
said by altermatt :
I'm curious about your "pay more" comment---isn't the triple play available where you are, which breaks down to $29.99/mo. each for net access, phone, and tv? Or were you only considering net access? Yes that's it -- Triple play is available but I'm really only interested in high-speed internet access and basic phone service. I don't do a boatload of long-distance calling, and I only have (and for now want) basic cable, so bundles cost me more because my calling levels are so low. |
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BriGuy89
Let's Go Orange
join:2001-05-08
Yorktown Heights, NY
·Verizon Online DSL
| reply to Jodokast96
said by Jodokast96  :The Direct Forum reps only work Mon-Fri. It does say that somewhere on the site (I've seen it), but I'll be damned if I can find it now. Maybe we can get one of the Mods to place that info in the About section and the Before You Post message. Admittedly a grey zone that could use some clarification/codification. There have been replies posted to related threads launched since the outage, so VZ Direct may be offering support outside the official M-F window. |
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YqE41k24
Premium
join:2004-05-02
Tarrytown, NY
| reply to BriGuy89
Re: Check your ticket status
I called again to check status and found yesterday's ticket closed. Apparently they ran multiple line tests and could not detect any problem. A replacement modem was sent out.
However, the new tech rep was able to access yesterday's notes. They did a very good job of recording our conversation and pertinent details and the rep was able to pick up from where we left off. This time we tried Verizon's screen sharing and the rep took over my screen. (I was able to view all activity and could disconnect at any time). The rep went to speedtest.net and while the gifs were downloading, and then test running, we had a lengthy conversation. One thing to note, and if your rep doesn't see this, point it out -- the mouse moves very smoothly and the screen sharing was quite responsive. There is a clear and obvious discrepancy between responsiveness of speedtest.net and the screen sharing program. The connection from home to the Verizon corporate LAN is excellent and this indicates a properly configured computer. The connection from home to speedtest.net is terrible. The point where the networks diverge, and where the throughput problem happens, is inside Verizon and not on customer premises.
A new ticket was opened but because I have an older modem (never had any trouble), the rep had to blame my situation on it. Even the rep could hardly keep a straight face. Anyway, I made him document the network issue and my suspicions of a regional performance problem.
By the way, does anyone know what a "line test" actually is? It seems to test only the last hop. It's like testing a 10Mbps ethernet cable between a computer and router and then saying that your DSL performance must be great. That test would be very good at pointing out problems with the ethernet cable. But irrelevant for diagnosing anything else. |
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raresticks
join:2007-07-31
White Plains, NY
| People,
It is very helpful to read all the previous postings. It could save you a lot of wasted time and effort. OK, let's go over this once AGAIN:
1. Your problem has NOTHING to do with you're modem.
2. Screen sharing with level 1 CSRs is a waste of your time.
3. If the ticket you opened is not with the network operations group, you're problem will not be addressed any time soon. It is more likely they will send a field tech out in a couple of days to look at you're outside wires. This has NOTHING to do with your problem.
4. The level 1 CSR can open a ticket for you with the network group. They will not do so unless you insist on speaking with a supervisor to have them do it. If your lucky at this point you will be given a new ticket number beginning with 'NY'.
5. The line test the CSR does as a standard practice is capable of checking the DSL line sync between the CO and your modem. In the case of an outage, the line test essentially tells you NOTHING. It is incapable of reporting on upstream issues which is what we have now. The CSR in most cases will not understand this. That is why you the end user must educate them.
6. Only by escalating your problem beyond the CSR will you have any hope at all of having the issue resolved when an outage condition is in effect.
Apparently, there was a consious decision by the CO NOT to address the issue over a weekend. They had certain knowledge of the outage as of late morning on Saturday. As the problem is still unresolved I can only assume that it was not worked on at all.
I for one will be seeking to collect from the billing office loss of service fees for all recent outages. On average this will come to $24.00 or 4x2x $3.00 Whether or not this will be granted is another question.
Only when enough customers ask for credits or escalate to the highest levels will these problems be addressed. Going through the standard support channel for a widespread issue is fruitless and will not help you or other subscribers.
Hope this helps.... |
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John 845
@verizon.net
| reply to Pathfinder
Re: 914 at it again?
Speed done at my parents house in Yonkers, NY (914)( Verizon - FIOS )
I can't wait to go home to Patterson, NY (845) and see what speed awaits me. I'm betting on sub dial up download speeds. Yay DSL. |
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YqE41k24
Premium
join:2004-05-02
Tarrytown, NY | It's back to par for the time being...
See you next weekend. |
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Pathfinder
Dazed Confused
Premium
join:2000-03-26
Mount Vernon, NY | reply to Pathfinder
Right on time. Early Saturday morning to late Sunday. 3 weeks in a row. I guess it is easier than traffic shaping. |
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raresticks
join:2007-07-31
White Plains, NY
| reply to Pathfinder
Sound the ALL CLEAR....
System status normal. Line rate 2875/732 here.
I will be on the phone with the business office in the morning and possibly the broadband executive office as well. If I get anything useful from them I will post the information here.
Good luck to all, until the next disaster... |
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TwilitDemon
join:2008-04-13
Yonkers, NY | reply to Pathfinder
Things are back up to normal here.
'Till next time I guess. 
 |
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altermatt
Premium
join:2004-01-22
White Plains, NY
·Verizon Online DSL
| reply to Pathfinder
Odd, now my download speed is back to normal, and the upload is lower than usual (although still within "normal" limits):
I chuckled when I saw people posting here "see you next weekend". I will say that I'm willing to bet that if this happens again next weekend (or whatever), along with the same stonewalling, forcing users to jump through hoops, etc., that there will be many less posting here next weekend, as they will be busy calling OO  .
--
The truth of a thing is the feel of it, not the think of it. -- Stanley Kubrick |
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John 845
@verizon.net | reply to Pathfinder
All good up in the Brewster / Patterson area (845)
See you all soon!!!! |
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Fed_Up_In_914
@verizon.net
| reply to Pathfinder
...and to all a good night!  |
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once again
@osip.com
| reply to Pathfinder
Final joke: I send VOL a complaint using their form on their webpage. here's what I get back...
Your message did not reach some or all of the intended recipients.
Subject: Verizon.com Consumer email response
Sent: 4/12/2008 6:34 PM
The following recipient(s) could not be reached:
billing@egbhipa1.verizon.com on 4/12/2008 6:34 PM
The e-mail system was unable to deliver the message, but did not report a specific reason. Check the address and try again. If it still fails, contact your system administrator.
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vzbites
@qwest.net
| reply to raresticks
Re: Check your ticket status
Very good summary posted by raresticks. I know it is easy for everyone to just settle back in now that our service is back up. But if we are complacent now by doing nothing about this, we become our own worst enemy and we remain slaves to verizon.
I believe it is imperative that we ALL follow the instructions posted earlier to call, fax, and email to the numbers that were given. Also, it is equally important to contact billing as soon as possible and demand a nine day credit to our accounts. Nine days would be the minimum as this was the number of days in the past month when the service was down. It might be a good idea to demand credit for the entire month so if that doesn't go that well, we may at least get the nine days.
There is no reason to think that this will not happen again. We have to go on the offensive NOW. As for myself, if Verizon refuses to credit my account, I plan on filing a complaint with the BBB and I am also investigating the possibility of a class action suit.
Strength in numbers. Do what needs to be done. |
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blave
join:2008-03-15 | reply to Pathfinder
Re: 914 at it again?
Is anyone else having troubles today as well? I'm getting disconnected about every 15 seconds now. Yay. I guess it's one last hurrah for Verizon until the optimum online guy arrives... |
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YqE41k24
Premium
join:2004-05-02
Tarrytown, NY | Throughput is holding steady over here
I haven't noticed disconnects. I think that may be a different problem than reduced download speed. |
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blave
join:2008-03-15 | Thanks, was wondering if they were fixing something and everyone was getting it... Oh well, back to normal for now |
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