denimdonnie
join:2009-07-08
Okeechobee, FL
 ·Embarq
| Two weeks constant disconnects??? 5 Support calls
Two weeks ago, a very terrible thunderstorm came through our town (in Okeechobee Florida), and basically killed the power a few times. For me, I have a nice battery backup supporting all of our technical gear, and bascially was just surfing while all this happened. Well about half way through the storm, the DSL light went off. I though, "Okay it's a hurricane outside I can live with this." Well it didn't stop there. For two solid days, every 30 seconds, the internet just constantly dropped.
I put in a support chat to Embarq, and I actually got through. The chat rep, said I needed to call a phone number to get support, and that he couldn't help me "Mike S" was all it said. I went ahead and called the support number. I was put on hold for 1 hour, hung up, and called again. I got another technician, who said "Yea, we're experiencing high call volumes, you should try again some other time."
So I waited a day, and called during the day, instead of the evening. Well I finally got someone in the High speed tech department, because I guess those who answer the phones for TECHNICAL SUPPORT aren't techs (weird?). The tech I got said yeah I see it dropping lets setup a ticket
She setup a ticket, and finally got back to me. She said someone would be there the next day (Saturday, storm was Tuesday). I said that was okay, she stressed that if the problem was onsite (in my house) that I would be charged a 75$ tech charge. I said okay, we'll I didn't think it was my stuff.
The tech arrived and said that it was our house phone? (We have filters). He said that the wire was old, and that was the problem (even though there were no problems visible to the eye). He then proceeded to tell us that we would be charged because they had to come.
So we though, oh crap its us.... We got an entire case of Cat 3 phone cable (I'm a computer tech, I can terminate just about anything), and re ran our ENTIRE house. This was an all day EXPENSIVE project.
After running the new wire, we noticed the DSL light stopped dropping and were happy.....until 2 hours later, when it all began again.
I called support again, and I got hung up on. I called support, yet again, and the tech said he was sorry blah blah blah....... He wanted me to reset my modem for the 100th time. I followed protocol, and then he said "I think it's your router." I told him, no it's not my router, the DSL light is dropping. He said "If it's not properly setup right, it would cause the internet to drop." Now I'm not typically cocky, however, I do it every day of my life, and I double checked everything, with him still only the phone, since they've wasted this much of my time.
After looking through everything in my router, I proceeded to tell him it was not my router, and I believe that it was the signal coming to me.
He said "I cannot help you if you don't listen," and he hung up on me.
We're typically cranky people, especially when we get screwed. We pay $180 a month in embarq services (roughly triple what most families pay), and are totally being "scammed" by Embarq.
Is this normal? |
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Embarq_Joey
VIP
join:2008-09-22 | It's not normal, and I'm sorry you've had trouble. IM me your phone number and let me take a look at it. |
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anonworker
@rr.com | reply to denimdonnie
what exactly do you have to pay 180dollars? triple play with americas everything on dish network. Lineguard covers repair trip charges just to let you know. |
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denimdonnie
join:2009-07-08
Okeechobee, FL | 10 MB
Long Distance stuff
and Dish
Will post an update later this evening. |
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denimdonnie
join:2009-07-08
Okeechobee, FL
·Embarq
| Update:
We had your business techs come out yesterday. I work in Technology for the County of Okeechobee, and knew them. They looked at it and saw the problem and did some troubleshooting. They had to leave because of the weather. They were going to be sending another tech out here today.
The DSL at that time was working great, with 0 disconnects.
Well the tech that came today, was the one who told my grandmother that all her phones were bad, and she went and replaced them all (because he failed to hook up the phone line). Jeff got here early today, and "re-did" the DSL splitter, that your business techs installed. He then told us that our router was messed up, and installed a new 660 Wireless DSL Router. Since then, the internet has been constantly dropping, AGAIN every 20-40 seconds. The DSL light just drops off, and you lose whatever you were in the middle of.
He told us to stop putting in tickets, and to call him directly. After calling him back, now that the internet has been failing, he says "Whatever it is, it's in your computer." Even though it's the DSL light dropping.
After questioning him again, he said we needed to get a slower speed of 5MB, and that the equipment (Embarq and Mine) could not handle 10 MB.
I'm a tech, and I understand WAY more than what he thinks I understand. Let's just say we're back at square one. |
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Titus Pullo
I came, I saw, I slept
join:2004-06-26 | Any other services available in your area?
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denimdonnie
join:2009-07-08
Okeechobee, FL | Yes, but they are pretty bad. I'm in the technology field, and hear about it all the time.
Embarq is really my only option. |
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Titus Pullo
I came, I saw, I slept
join:2004-06-26
·Embarq
| Ah ... that's tough. Sorry to hear it.
Embarq has been very, very good for me (count lucky stars), but I know different areas can mean very different levels of service for a variety of reasons. If embarq_joey can't help, well ... you have my sympathies 
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denimdonnie
join:2009-07-08
Okeechobee, FL
·Embarq
| reply to denimdonnie
More and more techs seem to be trickling into our neighborhood. They've replaced the port and some other major device that makes my internet 'go', and it is still not working.
Everything has been replaced inside and ouside the home, with the exception of the copper pair.
When will this end..... I paid the bill Monday, even though I shouldn't have, and still no help yet. I hope Embarq_Joey can do something soon. |
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denimdonnie
join:2009-07-08
Okeechobee, FL
·Embarq
| reply to denimdonnie
Heads up.... Speak to Embarq_Joey if you have any problems.
He called the right person yesterday, and within like 10 minutes, I recieved 3 phone calls from different supervisors/techs in our area. They stayed at our house till about 7 PM last night, until they figured out the issue.
Seems when I disconnected our second line, a year ago, they moved the current internet over to that line.
I don't understand how or what, but they fixed it, and it seems to be functioning today! |
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Embarq_Joey
VIP
join:2008-09-22 | Donnie,
Glad I could help and glad things are up and running! Thanks for posting the update! |
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