Anon | CAIS/Covad Non-Response -- Down 1 Week & Counting Following complaint sent to CAIS:
It was July 26 that I originally started trying to get CAIS to correct the Covad SDSL connection problem. I've spent much more than an hour a day just trying to get CAIS to respond to this issue. Despite my pleading and despite the fact that CAIS could see massive packet loss from its location, CAIS refused to monitor the line. It refused to ask Covad to monitor the line. It gave scant attention to the monitors I sent showing massive and sustained packet loss. It was not until Wednesday, a week after constant badgering, that CAIS arranged for a Covad technician to come here. This violates the promise CAIS makes its prospective customers about responsive tech support. It took two more days for Covad to send the technician. This violates the Covad response time promised by CAIS. Within an hour of his arrival today, the Covad technician confirmed massive packet loss and referred the issue to Bell Atlantic. As I understand it Bell Atlantic's labor contract with its technicians expires tonight. One step after another each and every promise that CAIS and Covad make to their customers was broken. I understand that machines break and that promises get broken through no fault of anyone. I'm willing to give CAIS the benefit of all doubts. But if CAIS is continuing to make these false promises to prospective customers, knowing as it now does that they are false, then that conduct falls outside the bounds of honest mistakes. We still don't have Internet service, and we are not likely to until early next week at the soonest, according to the Covad field engineer who was here today. Incidentally, of all the emails I've sent and messages I've left, over the last week and a half, yesterday's call from Betsy in tech support was the first time anyone returned any call or responded to any message I left at tech support. |
