| Speakeasy issues, now their Cust Svc phone # won't work! I've had an outage with my Speakeasy DSL service (and VOIP on top of it) since 1/12/11. Initial troubleshooting by them blamed AT&T for "excessive DC voltage" on the line. We got an AT&T lineman by the next day, and he said not only was the line clean, but he could hear my DSL modem syncing on the line.
An immediate call back to Speakeasy didn't help much more. The de-provisioned and then re-provisioned the line, and it still didn't come back up. All this time, my Broadxent BritePort 8012-V modem (bridge, really) was going fine through the motions and settling down with a solid DSL light, so at least *it* thinks things are working.
As of Thursday, Speakeasy says that they need COVAD to check things out (ironic, I thought those two had "completed their merger" back in September of last year). I've had no contact by COVAD since then.
And the real kicker now is that I can't get through to Speakeasy's customer service number (800-556-5829). My Verizon cell phone gives me a weird unhelpful message about an "upgrade not being available", but I got the Verizon CS rep to try the Speakeasy number when I was online with them, and she said the message she gets is that there are "no trunk lines available".
I get the same result with several other Speakeasy numbers (business new sales, local number for the headquarters in Seattle, fax numbers).
Does anyone know any additional information? |
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 CylonRedPremium,MVM
join:2000-07-06
Bloom County | Just because they merged does not mean the COVAD folks - the ones who rent the line and have the hardware in the CO - are operating from the same place. ISP and Covad do 2 different things and can refer to each other.
I just called the number - got right into the answering message before the auto attendant starts.
--
Brian
"It drops into your stomach like a Abrams's tank.... driven by Rosanne Barr..." A. Bourdain |
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| After being unavailable for almost 2 hours, Speakeasy's phones are working again. I was finally able to speak to a CS tech. She confirmed the extended phone outage.
As far as my initial trouble, Covad had apparently independently closed the ticket for no adequately explained reason. We re-opened it, and there is supposed to be a Covad rep coming out tomorrow to examine the situation. |
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cramer
join:2007-04-10
Raleigh, NC
kudos:7 | reply to Columus
That happened to me. (bellsouth dsl) The solution was to plug me into a different port. For DSL, if you can hear it, It. Is. Very. Broken. DSL is well above what you should be able to hear. |
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| I finally had my service restored. For no adequately explained reason, the outage lasted over a week! I am quite unhappy with the level of service I received. The ultimate resolution involved a Covad rep resetting the card in the CO. I remain concerned, because transient hardware issues usually reoccur sooner or later.
Overall, I feel disappointed at how long it too to affect a solution. For the first Covad dispatch (the one that Covad canceled without notification), the Speakeasy rep made sure to check on my availability for appointment dates/times. For the second one, a different Speakeasy rep just booked the call without checking first, and ended up setting it for a day/time when I was unavailable. When I complained, she offered to reschedule it to meet my availability, and to call me back later to confirm the change. She never called back.
I had to request a credit for the downtime, and even that was frustrating, as I spent a total of about an hour on hold between the time it took for the tech support to transfer me to billing, and then the time the billing rep kept me on hold to work out the details.
Back when Speakeasy was purchased by BestBuy, I had concerns that their quality of service would suffer. I was very happy to be disabused of that notion with each and every contact I had with them during that period. Now that they have merged with Megapath and Covad, I would expect the previous high opinion I've had of them to just improve. So far the opposite has been the case.
I hope my experience was just a statistical aberration. But I've started to look at other broadband alternatives. |
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| reply to Columus
I wonder if SE is using their own VoIP. If so, not a good situation that it had a total failure. |
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1 edit | reply to Columus
Hello,
Thank you for choosing Speakeasy, now a MegaPath brand. I would formally apologize on behalf of MegaPath for the terrible experience which you have suffered through. We have taken note of the issue with our Aheeva VOIP phones and have decided to switch back to hard phones.
MegaPath, Covad and Speakeasy are still merging into the world's only MSLEC provider, which will take at least upto a year. (MegaPath techs are getting trained on Covad tech as well as Speakeasy, Covad techs are getting trained on MegaPath and Speakeasy, Speakeasy techs are getting trained on MegaPath and Covad) Please bear with us during this merge. We greatly appreciate your buisness.
Thank you for choosing MegaPath.
Daniel |
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| Well I'll say this for the "new" Speakeasy...at least they have someone here on the forum responding to questions and concerns. That's more than that numbnuts Chatterly did during his reign. |
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| Hello bhan261,
Thank you for choosing Speakeasy, now a MegaPath brand. Thank you for your kind words, however I'm doing this on my own when I am finished my work. I am Tier 2, so we only get escalations and I'm hoping to find people in distress on forums to help them out to the best of my ability.
Thank you,
Daniel
MegaPath Technical Support Tier 2
1-877-611-MEGA option 5 |
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