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
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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