Topic 'Re: What Problem?' in forum '' - dslreports.com http://www.dslreports.com/forum/Re-What-Problem-20716118 en Fri, 10 Feb 2012 06:22:52 EDT Fri, 10 Feb 2012 06:22:52 EDT Re: What Problem? http://www.dslreports.com/forum/Re-What-Problem-20720293 said by TadgSoderstrom :

The whole report is completely ludicrous, implying that Fairpoint is somehow worse than Verizon. Let's consider a few facts rather than anecdotal reports:

Same systems... Same people... The biggest difference seems to be the senior level management which is located in Charlotte, NC. These people have big ideas, and haven't had much room to develop those ideas yet. I say, give 'em a chance...

Tadg
I have been a Verizon FiOS customer since they put the fiber network in here. I have not had problems with Verizon FiOS, and I never had Verizon simply ignore a service call when this area had a lot of problems before it went to fiber.

My FairPoint service has been less than stellar. The "Fiber Solutions Center" has deteriorated radically, IMO. My ONT died about a month ago, and it took 5 days to get anyone to deal with the problem. It turns out that "someone" misplaced the ticket...

Since my ONT was replaced, everything went promptly downhill, and getting a resolution was rather like trying to dig my way out of a deep pit with a teaspoon...

The field techs are great to deal with, and go out of their way to get things done well, but you can flip a coin as to what you will get when you call Fiber Solutions, and you will be on hold for a very long time.

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Thursday:

One: I lost my service last Thursday. The phones came back, but the Internet did not- I did not have an IP. Called FairPoint, and they assured me that it was due to a misconfiguration of "equipment that creates IPs". (DHCP server?)
They gave me a 4 hour repair window.

Two: Called 'em six hours later. FairPoint had forgotten to re-set my IP. When they tried, it didn't work. They told me a network technician would call within 4 hours.

Three: No joy on the network tech 5 hours later. Called FairPoint back, all of the network techs were busy. Told me that they would call back in 4 hours.

As every single call to the "Fiber Solutions Center" leaves you on hold for 20 to 30 minutes, I decided that that was unacceptable, and said that I would hold for a network technician.

"Hold" is the right word... network technician finally gets on the line and suggests that the lease needs to be manually broken (Lease? What lease? The system here is dead). He has us take the router down and remove the battery from the power back up. They will call us back on Friday.

******************************************************************************

Friday:

Heard from no one. Called FairPoint, gave then the ticket number, and told them that reconnecting everything didn't generate an IP. (Surprise!) The guy I spoke to didn't have a clue what I was talking about, but assured me that they would have everything fixed by Saturday.

I told him that I was getting incredibly annoyed, and that I can't work without a connection. He gave me the same line- a network technician would call me back with a solution. I stated that a truck roll was a great solution. The fellow said that he couldn't do that.

******************************************************************************

Saturday:

No joy again as far as hearing from FairPoint. Called FairPoint. On hold for 35 minutes. Got a tech who said that I should have an IP. Told him that I wanted someone out at the house *now*. He couldn't authorize that. Told him to find someone who could. Got a network technician who said that they had "missed the ticket" (Gee, where have I heard *that* before over the last month?).

Finally got an excellent tech out on Saturday afternoon. It took him a fair amount of time to replace the ONT again (the previous tech had replaced the ONT but had not added the appropriate power supply so it was toasted), replace the power supply to the ONT, and replaced a variety of faulty connectors.

As there was still no IP, he had to resolve a number of server side issues that had occurred sometime between Thursday when the "equipment that creates IPs" died, and the Fiber Solutions Center stopped fiddling remotely with my non-connection.

If this is indicative of the very best that I can expect from FairPoint, I hope that I don't have to see the worst.




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"Do not meddle in the affairs of dragons, for thou art crispy and good with catsup."]]> http://www.dslreports.com/forum/Re-What-Problem-20720293 Mon, 30 Jun 2008 11:34:50 EDT Re: What Problem? http://www.dslreports.com/forum/Re-What-Problem-20719099
1. The systems Fairpoint are using to manage the network, customer services, and billing are still the same systems Verizon was using. In fact, Fairpoint is "renting" the use of those systems until after the November cut-over, as publicised in many news articles recently.

2. As of this moment, the vast majority of Fairpoint employees supporting this region are the SAME employees who transferred over from Verizon. As someone pointed out, the unions have signed deals, and many management folks came over from Verizon as well... Some Verizon departments that supported this network are located outside of that region, and they STILL support this area according to reports.

Same systems... Same people... The biggest difference seems to be the senior level management which is located in Charlotte, NC. These people have big ideas, and haven't had much room to develop those ideas yet. I say, give 'em a chance...

Tadg]]> http://www.dslreports.com/forum/Re-What-Problem-20719099 Mon, 30 Jun 2008 05:20:57 EDT Re: What Problem? http://www.dslreports.com/forum/Re-What-Problem-20716992 http://www.dslreports.com/forum/Re-What-Problem-20716992 Sun, 29 Jun 2008 16:49:58 EDT Re: What Problem? http://www.dslreports.com/forum/Re-What-Problem-20716321 said by Dogfather:

Especially given Comcast has lower customer satisfaction ratings than the IRS. Kinda funny considering how brutally effective the IRS is at doing what it does.
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This isn't fair! I was only supposed to hate just ONE presidential candidate!]]> http://www.dslreports.com/forum/Re-What-Problem-20716321 Sun, 29 Jun 2008 13:40:34 EDT Re: What Problem? http://www.dslreports.com/forum/Re-What-Problem-20716208 http://www.dslreports.com/forum/Re-What-Problem-20716208 Sun, 29 Jun 2008 13:06:21 EDT Re: What Problem? http://www.dslreports.com/forum/Re-What-Problem-20716156 said by pnh102:

quote:
Many customers in New England are switching over to Comcast because of discontent with the new FairPoint network.


Seems like the problem is solving itself.
Or that might just open up a whole new can of worms...]]> http://www.dslreports.com/forum/Re-What-Problem-20716156 Sun, 29 Jun 2008 12:55:11 EDT Re: What Problem? http://www.dslreports.com/forum/Re-What-Problem-20716136 said by pnh102:

quote:
Many customers in New England are switching over to Comcast because of discontent with the new FairPoint network.


Seems like the problem is solving itself.
Not sure where the "Many are switching to Comcast" quote comes from. The story mentions 2 and no more mention at all of any other switching: »www.nashuatelegraph.com/apps/pbc···/-1/news
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My BLOG .. .. Internet News .. .. My Web Page]]> http://www.dslreports.com/forum/Re-What-Problem-20716136 Sun, 29 Jun 2008 12:45:00 EDT What Problem? http://www.dslreports.com/forum/What-Problem-20716118 quote:
Many customers in New England are switching over to Comcast because of discontent with the new FairPoint network.

Seems like the problem is solving itself.
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This isn't fair! I was only supposed to hate just ONE presidential candidate!]]> http://www.dslreports.com/forum/What-Problem-20716118 Sun, 29 Jun 2008 12:39:49 EDT