dvpatel
join:2007-08-11
Pineville, NC
| [TW] Earthink only outage in South Charlotte/Pineville?
I live in Pineville. Since yesterday morning, my internet has been out. Posting by stealing neighbor's unsecured internet service. Have been doing back and forth with the TW Support, Earthink Support and TW Level 3 Support in Greensboro.
At first, yesterday early morning, Level 3 diagnosed it as a bad modem issue and asked me to get the modem replaced at the mall office.
At that time, this unsecured network was also having an outage.
Called TW back in the afternoon to mention that a neighbor was also having the same issue but they said they do not have any more complaints and to just follow the Tech's instructions and get a replacement modem. Did that at 5:00 PM. No dice. Checked the unsecured internet and it was up. They are on RR.
Called back at about 6:00 ish and got with Level 3 again. Did all the tests like the 4th time and still the Level 3 techs cannot see any devices connected to the modem. Tried my PC, router and the Vonage device directly plugged into the modem. Same problem. None of the devices would get an IP.
Mentioned that neighbors RR service was up. So, to test, the Level 3 guys put on RR service on my modem and all worked. So, it was determined that it was an Earthlink only issue.
They found a couple of more folks with the same problem while I was on the phone and one tech was already dealing with another customer with same problem. They combined tickets and escalated the issue. Service is still down.
Any thoughts or ideas on how to make these guys fix this quicker? I did find out that they had done some maintenance yesterday morning at 3:00 AM and caused a bunch of modems to go down and some didn't come back up after that. |
