| Astonishing story of INCOMPETENSE and malfeasance.! We were approached by two Integra sales animals, with an offer to save us $60.00 a month on phone service. I was skeptical, but went along with my business manager. Boy was that a mistake:
11/11/09 Integra- I am sending a friendly reminder that tomorrow, Thursday, November 12th, Integra will be onsite between 1:30pm-2:30pm to install the Integra modem and complete the transfer. (3 weeks late)
The technician did arrive, could not make the connection, did not explain why, and left us with a disconnected telephone. From this time until 12/7 Integra is involved in trying to work out the connecting service from Qwest, not done and confirmed before the above appointment. Qwest was out 4 times to try to satisfy Integra, and two of those times found absolutely nothing wrong with their service hookups)
12/7/09 Integra- I wanted to thank you for your patience and understanding with the install. As discussed with Lynne, the DSL order has been completed.
12/8/09 After they left we discovered the following and let them know:
Your technician:
• Changed our subnet in our network, causing our printer to lose connection. That has to be manually connected, and the needed information was not available because you lock your clients out of your modems. 3ric could not come up with a reason to change the subnet.
• The modem was connected to 3rics wireless network, NOT our DSL line
• YOUR TECHNICIAL CUT 3RIC’S DSL CONNECTION AND GAVE IT TO US
• All of the lines were clearly marked, thanks to 3ric’s prior efforts
• Eric has spent at least two hours trying to get HIS providers to fix his line, and has been without this service since Monday
• Our print server continues to be down
We have come to the conclusion that continuing with your service is not in our best interests. We cannot simply ask you to go away however:
12/9/09 Integra-I appreciate you letting me know and I am very sorry for the many troubles and hours spent by both you and Eric that this transition has caused. I have escalated to my Director….
12/9/09 3ric (my neighbor)
Someone from your company removed one of the two existing DSL connections I have in the building. The cable was pulled out of the 66 block… see if you have the ability to restore my service. It will require a competent tech who knows how to punch down cables on a 66 block and has the ability to read the labels on the block.
So far I have spent about 2.25 hours working on resolving this issue.
My "friend" hourly rate is $300/hour….
Finally, there is several signs which your techs failed to adhere to:
The access to the network interface has a very large sign stating "no trespassing". It also lists a number they can call to ask for permission for access. Your company may be responsible for civil and criminal charges if you continue to trespass on private property without permission.
12/9/09 Us to Integra
....In order to be assured that there is only a momentary
interruption to our service, we will insist on the simultaneous presence
of 3ric and all technicians that he deems are needed for this purpose.
12/9/09
At 11:30 this morning I received a call from a man identifying himself as "Stone", and describing himself as a technician with your company. He was requesting a time to come over and provide service. I asked him what service he had been instructed to provide. He told me that his list included:
• Reconnect my printer paths
• That our modem was connecting to 3ric's wireless network (fixed by 3ric last night)
• That 3ric's line was cut and needed to be restored
…3ric is my representative for this matter, and is necessarily involved anyway because his line was cut. Please do all scheduling by e-mail to 3ric and cc myself and any other service providers that 3ric deems necessary for the safe and speedy completion of this reversal.
12/9/09 Integra- We need our tech to come back onsite to investigate the wiring issues. We have escalated this to our Director of Field Service Technicians
12/11/09- The Integra technician arrived at 10:00, re-connected 3ric’s service, then began on us. He could not connect the printer and finally cobbled my old Qwest modem off the back end of their modem to send the IP address.
12/11/09 Us- (after Integra left)
My internet connection is off about half the time. I can find no internal cause anywhere on my LAN. Please contact me to discuss.
12/11/09 3ric from his work-
It's likely caused by the cheep hack which the integra tech did today in order to make your printer work.
Try unplugging the old qwest router.
Here's the problem with John's printer:
The router/modem provided by integratelcom refuses to offer the print
server an address over the LAN/DHCP. The print server receives DHCP
fine from the old router. Not sure what is wrong with the router which integrat provided, but it's either defective or misconfigured.
As a workaround the tech plugged in the old router from Qwest, which allowed the printer to receive an IP. So now he has two routers.
12/11/09 3ric
If the tech who was here this morning had applied a bit more critical thinking skills, he would have realized that plugging in two routers
with the same address, both offering DHCP would create a problem. The
printer clearly reports a duplicate ARP entry for the gateway address….I have unplugged both the Qwest router and the printer so the internet is functional again. This of course still leaves John without a functional network.
12/11/09 Integra-
I touched base with our Operations department and the issue not with the Integra modem, as we do offer DHCP, but that you seem to be missing the installation files for your print server. Do you have a data vendor who you can call to come out and run that software to make any changes necessary?
The Integra Bonded DSL is up and working but this network issue resides on your print server....
12/11/09- 3ric
Your router is malfunctioning, and not offering up DHCP to a device. I would not define that as "up and working".
The device drivers are and have been sitting on a cd next to the printer. They are also available on the internet.
12/11/09 Us to 3ric
Even with my limited expertise, I am able to see that a contention that we do not have our device drivers installed is more than just a little bit off the mark. I can laugh, however I need your help to prevail over this denial, since you speak the language so well.
At this point, since I had terminated our agreement with Integra and would have my original system restored, we gave up and decided to wait.
12/11/09- Us
We have just discovered that we cannot send email from any of our computers except the one I am using. The message is immediate and says that relay access is denied.
12/11/09- Integra-
I have talked to Phil as he was out of the office and the best people to help you with this since it is something in the network set up would be out ISP support group.
I called the support group the next day, explained that I desired a temporary solution. The advice they gave me did not work. I fixed it myself with a combination of calls to others, and trial and error.
If you enjoy suffering and would like an opportunity to spend 26 hours dealing with a new phone service only to cancel and be billed for $280.00, then by all means sign up for Integra. When Qwest returned my service, I had absolutely nothing to do except plug my printer back into it’s server.
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