altermatt
Premium
join:2004-01-22
White Plains, NY
 ·Verizon Online DSL
| 914 wkend issue cause identified!
We just got a call from Executive Tech Support, where our complaints were escalated (good Lord, Verizon actually proactively called a customer !) to say that the issue has been identified: it's a software programming issue that was happening repeatedly on the weekends because they use different weekend criteria. They made some program changes and THINK they've fixed it, but must wait until the weekend to see if it really does fix it. One might well ask why it took three consecutive weekends of the problem (and a lot of angry contacts from customers up to the highest levels) for them to identify this, but let's not look a gift horse in the mouth and hope this resolves it. It's good news, I think, that it's software (which can be re-programmed) and not hardware, which would have to be replaced (well, yeah, there is that bad NY router, but let's not go there right now...)
The comfort is that if it happens again this weekend, then when we users are on Verizon like white on rice (and we will be, right, guys?), at least Verizon will know what the issue is and hopefully not torture the users like they've done the last four times. While the rep said that people without a ticket can't just call Executive Tech Support, lodging a complaint through channels usually will net you that number, and those of us with tickets now can call throughout the weekend. And will.
Fingers crossed, and as always, DSLR members have made a difference, I'm sure.
--
The truth of a thing is the feel of it, not the think of it. -- Stanley Kubrick |
|
Pathfinder
Dazed Confused
Premium
join:2000-03-26
Mount Vernon, NY | Very nice that you got that call. The explanation is plausible but why 3 weekends in a row before it was identified? It would seem that after the first 2 someone should have been standing by. |
|
YqE41k24
Premium
join:2004-05-02
Tarrytown, NY | That's very good news. If you happen to have contact them again, please try to get and then post an incident number of some kind which we can refer to. |
|
altermatt
Premium
join:2004-01-22
White Plains, NY
·Verizon Online DSL
1 edit | reply to altermatt
A new weekend, and so far, not bad. Last night, I notice my speeds degrade about 15%---still within what they consider normal. Just now, they are just a bit off from my normally great speeds, and all is well.
Looks like the fix I reported on here is working finally! While it took VZ WAY too long to believe us that there was a pattern, once they grasped the concept (thanks to the savvy users calling them and making a stink), they did seem to get it fixed.
If it all continues to go well this weekend, I will call the Exec. Tech rep on Monday afternoon to let her know, and thank her, and give kudos to the programmers who fixed this. And reiterate that Verizon handled this VERY poorly and created a lot of illwill by stonewalling for so long, that we all would have been a LOT more understanding if not made to jump through such hoops convincing them of a problem they should have identified long ago.
--
The truth of a thing is the feel of it, not the think of it. -- Stanley Kubrick |
|
Pathfinder
Dazed Confused
Premium
join:2000-03-26
Mount Vernon, NY | reply to altermatt
No speed loss here. Looks like they may have identified it. |
|
Fed_Up_In_914
@verizon.net
| reply to altermatt
Also received calls from Executive Tech Support who has been checking daily with me and very sympathetic to what has been happening. I've gotten dropped overnight (have to reboot modem in AM) a couple of days this week but things seem more stable now. Speed is OK as shown. I also made it clear that much of the frustration was with the VZ's technical side not knowing anything about the problem. I appreciate VZ's followup and hope they implement changes so that their tech centers are up to date and "kept in the loop". So far so good this weekend. |
|
altermatt
Premium
join:2004-01-22
White Plains, NY | reply to altermatt
May have spoken too soon: »Re: 914 at it again? |
|
