| reply to Justcode
Random info I work tech support for fairpoint ne.
I as well as all of the other tech support reps appreciate a few of the understanding intelligent posts here regarding the cutover in that the company tried its best to make the transition as smooth as possible, but under the circumstances; expecting perfection is unrealistic.
It is unfortunate about the hold times on phone support and online chat, but you have to understand that the amount of call centers for fpne is limited and the type of call volume that we received in the first couple of weeks was tramendous. Call takers were taking online chat requests along with live calls at the same time (something we never have to do) to try to bring down the wait, also alot of the calls and chat requests were unnecessary as alot of the issues were easily resolved if only people would actually investigate and try the simple things first before calling in.
The main problems related to the migration were email issues, I believe for the most part, connectivity problems were somewhat minor, and transition in that aspect was obviously not completely successful, but acceptable under the circumstances.
One of the main issues I saw with email accounts was the fact that verizon originally setup customers with the primary VZ-ID's and alot of verizon customers setup an alias on top of that because they did not want to use the strange VZ-ID they got when they setup the service (understandable), but that VZ-ID was the original email address, and in most cases the connection authentication username that got migrated over, and the majority of verizon customers forgot/never knew what that VZ-ID was, which caused alot of confusion.
This transition has not been easy for anyone working on our side, I've had a headache the last couple of weeks having to listen to people yell at me in frustration, trying to help them understand we're doing the best we can with what we have to work with, but we are humans also.
Keep in mind that fairpoint is also still working with verizon on all of this, so it is not entirely fairpoint's fault for most of the transition problems, these are two completely different companies trying to work together to make all of this happen, and there are alot of things on their end they could've done to make things easier for fairpoint also.
With all of that said, we're now finally starting to get past the roadbumps, but still working the kinks out so to speak, and we appreciate all of your patience during this transition.
If your issue has not yet been resolved, keep trying, and I'm certain you'll come to a resolution.
Some tips:
1: Test your email account first at webmail.myfairpoint.net before trying to setup your email client (like outlook express/thunderbird/macmail ect..) to use the account, if you can't log into your account on webmail, chances are it will not work in your email client.
2: If your email address is not working, try using the VZ-ID instead (i.e; vzeexx934whatever@myfairpoint.net) as the username, keep in mind that the username and password is case sensative, and spaces in the username and pass will cause it to fail.
3: If you are not happy with the answers you received from tech support, try again later, as we're being updated with new issues and resolutions very frequently.
4: If you have a trouble report placed, call back frequently and check for updates on it, don't expect someone to call you back to keep you posted, as this is not possible due to the volume of trouble reports already placed usually.
5: Be prepared to provide accurate details of your issue before you speak to a tech, have a recent bill on hand if possible as there is usually info on that we will need to lookup your account, also if you have an email issue, write down as many usernames/passwords you can remember having.
6: Be understanding and polite to the technician you speak with, we generally are alot more willing to go out of our way to help in cases with someone who is generally nice vs someone who is screaming and complaining, whining about the matter is just a waste of your time as well as ours and the other people waiting in line.
7: Alot of common questions regarding the transition are answered at: »www.fairpoint.com/northern_ne/tr···faq.html
8: If the auto email activex control does not work, enter your info manually into your email client, you can find many walkthrough help guides by searching google for setting up your email account, most all email account setups are the same as setting up your fairpoint account, use mail.myfairpoint.net as your incoming and outgoing POP3 server, make sure the outgoing server requires authentication is enabled and set to use the same username/pass as your incoming server, use the full username@myfairpoint.net as your username, make sure ssl password authentication is NOT enabled.
9: Another issue customers are having is the verizon account activation page that was loaded in the firmware for the modem you may have received, this needs to be disabled to regain access to the internet, if you already accessed the firmware to the modem and have the correct username/password for the pppoe connection, you can disable the activation screen by going to »192.168.1.1/verizon/redirect.htm - you'll get a restricted page with a disable button, hit the disable button, close your browser and re-open.
Hope this helps some of you somehow, as I am one of those people also that reads through online forums for help for everything, and that one person posting the info you need usually saves the day.  |
