fstark
join:2000-04-27
Irving, TX | My tech support experience with Bazillion I've had Bazillion's DSL service (IDSL) for a bit over a month and had not run into any problems. 3 days ago I went to connect and... Nothing... So, after doing a hard reset of all of my equipment I made that fateful call.... Press 1... Press 1... Disconnected. Damn. I spent about 20 minutes that first time and never got through. I called right back and got through after about 10 minutes. I think I talked to John. He had me reset my equipment again, called Covad to check the line, and everything looked good. So, they said I might have leasing problems with my DHCP and to give it 30 minutes. Of course that wasn't the case. I called back two hours later and got through after about 20 minutes of hold to John again. Same steps. He called his next level support, and they were busy and he said they'd 'call me back'. Yea, right.... Well, I got a call back in 15 minutes from Tony. Yea Tony! We went through the whole thing again and determined that they weren't seeing any of my DHCP requests. He said he needed to run some tests and ask around to see if they were having similar problems anywhere else. Tony called me back AGAIN an hour later with the news that they were having problems with a subnet and would have it resolved... In 24 hours... Well, not what I wanted to hear, but I appreciated his honesty.
24 hours later I called back, and the person I talked to (yea, yea, yea... I've already reset my equipment 100 times) transfered me to Tony. Yea Tony! We reset and reconfigured all the equipment to no avail. Finally we got Covad back on the line again, and YO! Lights that blink the right way! It turned out that Covad had done something to change my line, and had changed their side off of my 144 speed... Well, they changed it and I'm back in business... Results? Well, I would have liked to have gotten it fixed the first time, but Tony was interested in getting me fixed and I appreciated that. If Covad had diagnosed the line right the first time (Damn! I'd had only good experiences with Covad up to that point!) then it wouldn't have been a problem. I couldn't believe I got a call back from anyone in tech support, and the call-in procedures are a joke (They say they're changing them), but I got my problem resolved by someone who cared and knew what he was doing. I can accept that....
Hope my experience helps.
Frank |
