Topic 'Re: [help] What does it take to get some support from this compa' in forum 'OptimumOnline' - dslreports.com

Re: [help] What does it take to get some support from this compa

Thu, 15 Nov 2012 17:09:05 EDT

anon posted : 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 ?

Re: [help] What does it take to get some support from this compa

Thu, 15 Nov 2012 10:20:25 EDT

majortom1029 posted :

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.

Re: [help] What does it take to get some support from this compa

Wed, 14 Nov 2012 22:10:42 EDT

IllIlIlllIll posted :

said by limegrass69:

Re: [help] What does it take to get some support from this compa

Wed, 14 Nov 2012 22:00:13 EDT

limegrass69 posted : 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.

Re: [help] What does it take to get some support from this compa

Wed, 14 Nov 2012 21:31:57 EDT

mcchazo posted : 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?

Re: [help] What does it take to get some support from this compa

Wed, 14 Nov 2012 21:29:32 EDT

blohner posted : 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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Re: [help] What does it take to get some support from this compa

Wed, 14 Nov 2012 21:22:10 EDT

anon posted : 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.

Re: [help] What does it take to get some support from this compa

Wed, 14 Nov 2012 20:37:51 EDT

blohner posted : 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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Re: [help] What does it take to get some support from this compa

Wed, 14 Nov 2012 20:04:26 EDT

majortom1029 posted :

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.

Re: [help] What does it take to get some support from this compa

Wed, 14 Nov 2012 16:55:26 EDT

limegrass69 posted :

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.

Re: [help] What does it take to get some support from this compa

Wed, 14 Nov 2012 15:48:58 EDT

IllIlIlllIll posted :

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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Re: [help] What does it take to get some support from this compa

Wed, 14 Nov 2012 15:22:54 EDT

TheWiseGuy posted : Giving the customer at least some credit certainly makes sense for good customer relations.

Re: [help] What does it take to get some support from this compa

Wed, 14 Nov 2012 15:15:47 EDT

limegrass69 posted : 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.

Re: [help] What does it take to get some support from this compa

Wed, 14 Nov 2012 15:13:29 EDT

TheWiseGuy posted : 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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Re: [help] What does it take to get some support from this compa

Wed, 14 Nov 2012 14:58:27 EDT

limegrass69 posted : 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!!

Re: [help] What does it take to get some support from this compa

Wed, 14 Nov 2012 14:52:34 EDT

IllIlIlllIll posted : that would be nice if CV had that ability to do that for business cable internet customers but thats not quite possible unless you have lightpath.
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Re: [help] What does it take to get some support from this compa

Wed, 14 Nov 2012 14:05:31 EDT

majortom1029 posted : Fiber works in rings so there would have to be major major damage for it not to work. They just moved us to the other section of the ring that wasn't damaged.

Re: [help] What does it take to get some support from this compa

Wed, 14 Nov 2012 14:04:11 EDT

IllIlIlllIll posted : in your case, the fiber line that traverses on lipa/verizon owned utility poles was most likely not damaged severe enough to cause an extended outage since the library is located off a main throughway road.
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Re: [help] What does it take to get some support from this compa

Wed, 14 Nov 2012 13:39:38 EDT

majortom1029 posted :

said by IllIlIlllIll:

said by limegrass69:

said by RemyM:

Email Jim Dolan, this guy did.
»www.stamfordadvocate.com/news/ar···4610.php

I always laugh at people who claim that they have to do "business" on a residential, best-efforts type of service. If their "business" is so critical, why not actually pay for a commercial grade service? You have to question the type of "work" people like Lisa Alter (the woman quoted in the article) do. She's supposedly an "IT consultant!"

The more likely story is Lisa's kids were getting upset because they could not watch Nickelodeon and she did not know how to deal with it. :D

i dont operate a business at home but i do work from home through the internet, sounds like the woman in the article does the same thing.
i continued to work using tethered 3G (recently upgraded to 4G) when cable went out, although i was able to continue working, 3G speeds were erratic and slow at times probably do to many others using it as well.
i dont believe paying for business class internet (or SLA internet) at a residence would have helped get the service restored any faster though, especially after Sandy.

If you got an SLA covered line it would have. I am an IT guy at a library. we use sidera for our fiber service and we were up the next day.

Also I talked to power to learn yesterday. cablevisions network can hammered by the storm. Fiber cuts everywhere. Fiber and coax stretched on the poles by trees.

ALSO people have to keep in mind lipa and Verizon own the poles. in most cases cablevision has to wait for both companies to do their work before they can fix anything.

Re: [help] What does it take to get some support from this compa

Wed, 14 Nov 2012 11:53:10 EDT

IllIlIlllIll posted :

said by limegrass69:

said by RemyM:

Email Jim Dolan, this guy did.
»www.stamfordadvocate.com/news/ar···4610.php

Re: [help] What does it take to get some support from this compa

Wed, 14 Nov 2012 11:06:06 EDT

limegrass69 posted :

said by RemyM:

Email Jim Dolan, this guy did.
»www.stamfordadvocate.com/news/ar···4610.php

Re: [help] What does it take to get some support from this compa

Wed, 14 Nov 2012 10:52:30 EDT

RemyM posted : Email Jim Dolan, this guy did.
»www.stamfordadvocate.com/news/ar···4610.php

Re: [help] What does it take to get some support from this compa

Tue, 13 Nov 2012 18:52:18 EDT

anon posted : If the wire is rolled up on you lawn most likely it ripped off pole. Did the pole get damaged? Why would these techs not run a new line? Is there something unsafe? Possibly cable on street is out and they didnt want to run line since it wouldnt have worked when they left? Does your nieghbors cable work.?

Re: [help] What does it take to get some support from this compa

Sat, 10 Nov 2012 18:23:16 EDT

Bob posted :

said by momcat1:

Get Walt involved.

Disney? :D

You mean Wilt, of course.

Re: [help] What does it take to get some support from this compa

Sat, 10 Nov 2012 18:20:22 EDT

momcat1 posted : Definitely the Direct forum. Get Wilt involved. He really will make sure it gets done. You may have to wait a little longer because they're still swamped, but follow it through.

Re: [help] What does it take to get some support from this compa

Fri, 09 Nov 2012 11:01:11 EDT

mcchazo posted : I did. They said it was escalated and they will get back to me with information they requested.

Re: [help] What does it take to get some support from this compa

Fri, 09 Nov 2012 10:51:51 EDT

TheWiseGuy posted : I would you suggest you post the problem in the direct forum including that you have had 3 truck rolls and they say they can not do anything.

»OptimumOnline Direct
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Re: [help] What does it take to get some support from this compa

Fri, 09 Nov 2012 10:49:11 EDT

mcchazo posted : Possibly. That's when information would be nice. Why keep sending me trucks that are unable to solve whatever the problem is ??

Re: [help] What does it take to get some support from this compa

Fri, 09 Nov 2012 08:25:32 EDT

jaa posted : If one end is connected to the house, and the other end is rolled up in your yard, it sounds like it broke in the middle.

The only reasons I can think of that they cannot fix it is either they don't have the cable they need on the truck (seems unlikely), don't have a ladder or lift to get to the drop/house (also seems unlikely), or there is a hazard keeping them from doing the work - like low-hanging power cables or other hazard.

If you can't trace it back to where it connects at the pole, maybe there is something there that you are not aware of.
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Re: [help] What does it take to get some support from this compa

Thu, 08 Nov 2012 23:28:37 EDT

mcchazo posted : No there are no downed power lines. I don't know where exactly the cable line broke. One end is connected to the house. The other end is rolled up on my lawn. I don't know where it connects on the pole exactly to see if it broke midspan or such. No they didn't tell me anything other than they can't repair it the last three times they've been here now.

Re: [help] What does it take to get some support from this compa

Thu, 08 Nov 2012 22:35:52 EDT

frdrizzt posted : Is there a downed power line there too? This downed line is the drop to your house, with the other side being on a pole they have access to? Is it broken in the middle, or detached from one end? If just a down drop with no power issue, I don't see why techs are unable to complete the job. Did they tell you anything that you had to do before CV could repair?

Re: [help] What does it take to get some support from this compa

Thu, 08 Nov 2012 22:07:38 EDT

mcchazo posted : I don't know where it Connects to on the pole outside ? I'll post there though. What can I lose

Re: [help] What does it take to get some support from this compa

Thu, 08 Nov 2012 22:02:26 EDT

IllIlIlllIll posted : take a few pictures of where the wire is broken, go in the direct support forum and ask for help.

[help] What does it take to get some support from this company?

Thu, 08 Nov 2012 21:40:09 EDT

anon posted : I have now been out of my phone cable and internet service for almost two weeks now. The cable line is broken and laying on my lawn (tree)
I have had three trucks arrive at my door (the latest being two hours ago) only to tell me they can't do anything and proceed to walk away and drive off without any type of explanation.

I have also tried calling (I only have so many minutes on my cell, thanks for wasting them all) only to get someone who can only speak broken English and repeatedly tell me to unplug my modem and plug it back in after five minutes to reset it after explaining 20x THE CABLE LINE IS BROOOOOOOKEN outside. These phone techs boggle my damn mind. I don't even understand...

They were also nice enough to keep me updated by email and let me know my services were fully restored. What a freakin miracle considering the wire is still laying broken on my lawn.

So glad I pay $200+ for the worst customer support I have ever come across. Can Verizon really be any worse? I'm starting to wonder.