TheWiseGuyDog And ButterflyPremium,MVM
join:2002-07-04
East Stroudsburg, PA
kudos:2 Reviews:
 ·Optimum Online
| reply to limegrass69
Re: [help] What does it take to get some support from this compa I suspect any service level agreement with any company will exclude outages due to Force Majeure. They are really for outages under normal circumstances.
For Lightpath
From Lightpath's SLA
said by »optimumlightpath.com/documents/1···/sla.pdf :No credit allowance will be made for:
a. Interruptions caused by the negligence of Customer or others in the use of Service.
b. Interruptions due to the failure of power, equipment, systems or connections not provided by Lightpath under this Agreement.
c. Interruptions during any period when Customer has released the circuit for maintenance or rearrangement purposes or for the implementation of a Customer order.
d. Interruptions which continue because of Customer’s failure to authorize replacement of any element of the Service.
e. Interruptions due to force majeure events.
f. No trouble found or where the fault of the trouble is undetermined.
said by »optimumlightpath.com/media/C_TC_···riff.pdf :Force Majeure: Lightpath shall not be liable for any failure or delay in performance caused by anything or event beyond its control such as, but not limited to, acts of God, labor disputes, natural disasters or the actions of a third party.
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Warning, If you post nonsense and use misinformation and are here to argue based on those methods, you will be put on ignore. |
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| Coincidentally, my rep just called. She said that they are planning to honor their SLA in some way -- they're just not sure how things will be calculated yet. |
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TheWiseGuyDog And ButterflyPremium,MVM
join:2002-07-04
East Stroudsburg, PA
kudos:2 | Giving the customer at least some credit certainly makes sense for good customer relations. |
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 IllIlIlllIllEliteDataPremium
join:2003-07-06
Hampton Bays, NY
kudos:7 | reply to limegrass69
said by limegrass69:Coincidentally, my rep just called. She said that they are planning to honor their SLA in some way -- they're just not sure how things will be calculated yet.
a microwave PTP link would be great.
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Suffolk County NY Police Feed - »www.scpdny.com
PS3 Gaming Feed - »www.livestream.com/elitedata |
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| said by IllIlIlllIll:said by limegrass69:Coincidentally, my rep just called. She said that they are planning to honor their SLA in some way -- they're just not sure how things will be calculated yet.
a microwave PTP link would be great. They actually had that in my building. A bunch of PTP microwave dishes on office buildings that connected to a central location -- bypassing the phone and cable companies. The company that ran it (Teligent) failed. I'm glad we never signed with them!! The hardware is still up there on the roof. |
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| reply to limegrass69
said by limegrass69:It all depends on where you are and the nature of the issue.
In my case, my Lightpath voice and data circuits were down for 6 days. Even though we never lost power at the office building, there was no power somewhere along the way both ways of the fiber ring. Lightpath is still "waiting for the directives from Management for the processing of refund claims." This, despite the SLA. We had alternative means of doing business, so things worked out, but I wonder what Lightpath has to think about...
OOL came back in about 4 days. They made it quite easy to seek and receive a refund with no questions asked.
It really makes you wonder sometimes!!
Did they even come to your building to atleast check to see if they can give you service back? Sidera didn't need to come to our building for sandy since they were able to do it remotely but for Irene they came the next day and did some tests and physically moved us. |
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 blohner
join:2002-06-26
Cortlandt Manor, NY
·Optimum Online
 ·Verizon FiOS
 ·Google Voice
| reply to czo
My general recovery experience over the last few storms: FIOS: No downtime as long as the fiber is not damaged... Passive network - no power requirement....
OOL/CV: If power is out at ONT (they usually place a generator there) or Alpha box that supplies power for Amps (they usually ignore this one) OOL is out... e.g. during Sandy I had no internet for a week thanks to a Alpha box not having power (while the node had power)....
Now: If there is a line cut I have always seen OOL/CV to fix it much quicker than VZ - this is simply math: Fiber cuts on VZ are many fibers. OOL is either a quick fix cut on coax - or a Fiber cut on a small number of Fibers to the nodes.... In this case FTTN wins..
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I am addicted to speed --- Boost + speed that is --- |
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| Cablevision has much more fiber than Verizon does. Cablevision just has better in-house fiber techs than Verizon does, that's why your outages are shorter. |
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blohner
join:2002-06-26
Cortlandt Manor, NY Reviews:
·Optimum Online
·Verizon FiOS
·Google Voice
| reply to czo
For Westchester that's simply not true... FIOS everywhere with FTTN with at least a 10x lower number of fibers... Have a fiber cut: Do the math... How long does it take to splice 10 vs. 100....
I am not saying that I look OOL over FIOS - just saying we get better recovery after a cut...
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I am addicted to speed --- Boost + speed that is --- |
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| reply to czo
Received a call today asking if my services were connected yet. Politely as possible informed her no. She asked if anyone has come look at it yet. Informed her 3 trucks have come and that all you people do is stand there and look at it. Then she got the brilliant idea of looking her computer screen and apparently seeing notes made. Said she will have another truck come by. Any bets on how high the truck count will go? |
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| reply to majortom1029
They didn't come to my building. I honestly don't think they did all that much until the power started coming back. I'm guessing that it was probably next to impossible for them to assess things beyond their core network until they had some power. |
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IllIlIlllIllEliteDataPremium
join:2003-07-06
Hampton Bays, NY
kudos:7 | said by limegrass69:They didn't come to my building. I honestly don't think they did all that much until the power started coming back. I'm guessing that it was probably next to impossible for them to assess things beyond their core network until they had some power.
that would make sense.
its impossible to determine whether the repaired electronic component will work without applying power to it after it has been repaired, but they could have had a "head start" by fixing what can be fixed in the interim.
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Suffolk County NY Police Feed - »www.scpdny.com
PS3 Gaming Feed - »www.livestream.com/elitedata |
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| said by IllIlIlllIll:said by limegrass69:They didn't come to my building. I honestly don't think they did all that much until the power started coming back. I'm guessing that it was probably next to impossible for them to assess things beyond their core network until they had some power.
that would make sense. its impossible to determine whether the repaired electronic component will work without applying power to it after it has been repaired, but they could have had a "head start" by fixing what can be fixed in the interim. I still think 6 days is an awfully LONG time for a direct to the building fiber service. Our service has less of a network on long island then lightpath does and was up and running a lot quicker even though it runs on the same poles.
Sounds like cablevision wasn't prepared at all for the storm or their lightpath network isn't as well designed as they say it is. |
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| If there is a fiber break then yes this should have set a alarm. If 3 trucks have been there i dont know why this wouldnt have been fixed yet. Is the cable to your building damaged? What were the techs looking at on the pole? If it was damaged down road or somewhere else then this could possibly been able to come back online from another ring. Was it lightpath techs that came? Maybe they had no access to somewhere.
You definitely have fiber ? |
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