US Cable Support > Suddenlink > Why is suddenlink unable to monitor their network for outage

Why is suddenlink unable to monitor their network for outage

From my experience (I used to work in a call center), Call Centers do not monitor for outages (though they do watch for trends). A different group does that and once an outage is called then the Call Center is simply informed.

However, the process to "call an outage" is much slower than a customer noticing their service is down and immediately calling in. The group monitoring has to identify it as an outage and send out the notification. By then, dozens of customers may have already called in.

If you're the only one in your area having a phone problem that would not be seen as an area outage and would have to be worked as a single customer problem, but only once you call in.

I seriously doubt any ISP monitors every single Cable or DSL modem and calls customers or troubleshoots when they see individual ones go down.

Quest, was able to do that to individual people.
They would make sure the DSL line was good and nightly at 2 o clock would run a trip/ring test (you can even hear the chirp on the novelty beer phone) and if we failed two trip/rings they come knocking on our door (yes our phone splitter got disconnected from the jack)

I don't expect them to monitor the phone via trip/ring. But do expect them to verify my phone is down whenever i called in many, many, many times (concerning the phone issue) instead of we cant do that.

I do expect their NOC to see that a node has gone down and raise the red flag instead of waiting for the first customer to call in 4 hours after the incident (it went down during the night).

I too used to work for a call center in the NOC room and was able to tell whenever a mass of our IP phones went down (our location as well as 4 other call centers) and get the red flag up to location supervisors.