Doctor Olds
I Need A Remedy For What's Ailing Me.
Premium,VIP
join:2001-04-19
1970 442 W30
clubs:
| reply to deadgal
Re: [Modem] Can't PPPOE authenticate after outage
said by deadgal :
6 MB service upgrade as of 3 months ago
Not according to your posted Sync Rate Stats.
quote:
Upstream Speed 896 kbps
Downstream speed: 1536 kbps
That's 1.5/896 service like seen on Qwest DSL lines. Is your Telephone Company Qwest?
You need to talk to Tier 3 aka TRON (also called Vendor Relations)
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What’s the point of owning a supercar if you can’t scare yourself stupid from time to time? |
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deadgal
@gforcecable.com
| That's 1.5/896 service like seen on Qwest DSL lines.
Yep that's what I noticed too, which makes me think they messed something up on their end. I did some speed tests after the upgrade and it seemed to be working, but with this issue noticed that it's down again and so am thinking they did something last week that caused the issue and also changed what I was provisioned. Considering in the past they've disconnected my line at the neighborhood box, closed my account by mistake, etc. nothing would surprise me. Unfortunately due to location of my home my options for providers/service are limited.
Is your Telephone Company Qwest? Yes
I finally got ELNK to open a trouble ticket 5/14 and an engineer was supposed to be dispatched sometime today to check the line. But thanks for the pointer to the correct name for Tier 3. Was having a 'communication' issue with the India based techs when requesting a Tier 3 consult. |
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Doctor Olds
I Need A Remedy For What's Ailing Me.
Premium,VIP
join:2001-04-19
1970 442 W30
clubs:
| It looks like the possibility that Qwest reset your line (it shows their sync rates) breaking the link through Covad to Earthlink (6 Mbps is only available on Covad provisioning). TRON/Vendor Relations should be able to sort through it and hopefully get you back online and at the correct speeds.
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What’s the point of owning a supercar if you can’t scare yourself stupid from time to time? |
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deadgal
@Level3.net
|  I knew that the English language can be a challenge for non-native speakers, but who would have thought that "can you check with qwest to see if they have me configured for 6 MBps" could prove so incomprehensible to those in India.
14 days - minus my absence for 7 days due to business; multiple techs walking me through the same script reconfigure modem, reset modem, blah, blah, blah. Lies, no call backs... and still no DSL.
Anyone know a way to speak to a US based native English speaking person at Earthlink? |
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deadgal
@Level3.net
| oh look at that, just moments after posting my question about a US based tech and it appears to have moved heavens and allowed the latest India based tech I spoke to a 1/2 hr ago to finally comprehend my 'slang' and contact Qwest to get the line checked and voila I have Internet connectivity once again. Of course it's only back at 1.5 MBps but I have that oh so truthful and valuable assurance from 'Chris' in India that he will followup with Qwest to see that the speed gets bumped up to 6 and to check back in a 'couple of days'. Root cause apparently ATM issues on the Qwest side. Since he could barely pronounce the word ATM, I'm guessing that him stating that is probably as valid as techs in India giving ELNK a great rep for excellent customer service. 
So now onto finding a new provider.... |
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Doctor Olds
I Need A Remedy For What's Ailing Me.
Premium,VIP
join:2001-04-19
1970 442 W30
clubs:
| reply to deadgal
There is no US Based Tech Support for Earthlink. They were all outsourced over 2 Years ago.
You should be asking to speak to TRON (aka Vendor Relations also called Tier 3 Support). Use the term "line migration error" as your line was on a 6 Mbps Covad Circuit and it is now on a 1.5 Mbps Qwest circuit in error as it should not have been migrated.
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What’s the point of owning a supercar if you can’t scare yourself stupid from time to time? |
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deadgal
@qwest.net
| I am speaking to TRON aka Vendor Relations aka Tier 3; that's the scariest part. Unless they are also lying about that. My initial contact was through a basic support chat. They opened a trouble ticket and gave me a 1-866# to call to talk to the engineers. Since then I have only been calling the 1866# and have repeatedly asked and had confirmed to me verbally that I'm talking to Tier 3/Vendor Relations. I have also supposedly talked to supervisors in preceding days when I've requested escalation. I have literally said multiple times please contact Qwest and tell them that I believe that they moved me from a 6 Mbps line to a 1.5 line thus taking me off Covad per your previous tip, but that did not seem to be something the India techs could comprehend nor verbally communicate to Qwest. They also did not seem to be able to note my request for contact of Qwest in the ticket, as no less than 4 techs have contacted me in the past two days and been oblivious that the current status was that I'd requested they contact Qwest and instead have proceeded to try to run the script to reset/reconfigure the modem yet again. I now know the script and screens of my modem better than they do and have had to walk some of them through the screens and settings.
Today it looks like all the tech concentrated on was getting my connection up by finally contacting Qwest as I'd been requesting for days. I will try the line migration error term on my next call, however at this point I think it's time for a new provider as this is my experience every time I've had to contact tech support for ELNK. I was just lucky that the previous times I needed support they still had US based techs who I was able to escalate to once I was unable to break the India techs off of their script or I was able to get pointers off this site. (Thank you!)
Thanks again for your pointers, it's just unfortunate that they couldn't even understand basic English. |
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Doctor Olds
I Need A Remedy For What's Ailing Me.
Premium,VIP
join:2001-04-19
1970 442 W30
clubs:
| You are confusing the issue by discussing Qwest. Your provisioning was Covad and that is what you want back. EL changed you over to Qwest in error by adding your circuit to the line migration order they placed with Qwest and EL has to fix their error. It isn't a Qwest issue or a Covad issue. Qwest is just a Vendor like Covad, Earthlink is 100% the responsible party for keeping the 6 Meg lines on the correct Vendor as only Covad currently offers that speed to EL.
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What’s the point of owning a supercar if you can’t scare yourself stupid from time to time? |
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deadgal
@qwest.net
| Actually I mentioned Covad more than once without mentioning Qwest and they had no idea what I was talking about. That's why this has been frustrating; they are supposed to be Tier 3 which would normally mean technical people who actually understand how their vendors interact, what their responsibilities are, etc. Everytime I mentioned simply that I am supposed to be getting 6 Mbps service and my stats show I'm not and could they check my account to see why that was, I either got dead air in response, or the 'let's reconfigure the modem script' or 'Qwest says your line is operating correctly'. I even said to one tech 'could you please write this in my ticket and read him your line about Covad from your much earlier posting. Subsequent interactions demonstrated that the note was not placed in the ticket.
So since they couldn't seem to understand who Covad is and their role I had to seize on the only vendor name they recognized to see if I could get anywhere. I figured what happened would happen; that at a minimum they might get me back to a 1.5 connection and then when I had another week to waste banging my head on a wall I could fight the battle to try and get the 6 Mbps upgrade restored.
So I understand what you are saying but unfortunately what I was experiencing from the ELNK side was not particularly technical or knowledgeable staff. The mere fact that I use a Mac about caused one guy a heart attack when he couldn't find his script for how to access the modem and network settings. It truly was pretty odd that this was supposed to be Tier 3 support.
Personal rant here: should an end user actually have to know this much about speeds, providers, who's responsible for what and have to guide dog a Tier 3 person to this level? If this had been my parents they'd have thrown the modem against the wall and changed providers. Seriously lame that I had to continually interpret for them their own diagnostics and try to use your tips to get them down the correct path. |
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Doctor Olds
I Need A Remedy For What's Ailing Me.
Premium,VIP
join:2001-04-19
1970 442 W30
clubs:
| said by deadgal :
Personal rant here: should an end user actually have to know this much about speeds, providers, who's responsible for what and have to guide dog a Tier 3 person to this level? If this had been my parents they'd have thrown the modem against the wall and changed providers. Seriously lame that I had to continually interpret for them their own diagnostics and try to use your tips to get them down the correct path.
I agree with you 100% that a user should not have to know any of the details and they should be able to call in to simply report that the service does not work and the ISP should just fix it with zero run-around and without multiple Modems being shipped which is a time waster. Sadly that is not the reality as EL deserted us in that regard so we have to hold Support's hand and tell them what to fix most of the time as they don't know as they are not properly trained.
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What’s the point of owning a supercar if you can’t scare yourself stupid from time to time? |
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