Broken Adrenaline Unit
Is this a normal time frame to resolution? Or is what I'm experiencing out of the norm? Either way, it's completely unacceptable and when all is said and done there will be a discussion with Frontier.
Last Sunday our Internet went out.
Ticket was opened on Tuesday.
No one looked at the issue until Wednesday. Tech determined it was not a line issue/last-mile issue and turned it over to the CO folks.
No one worked July 4th. (Really??? I realize it's a holiday, but that's no excuse for leaving a customer down).
Friday, missed appointment.
No one worked Saturday (Really?? I realize it's a weekend, but that's no excuse for leaving a customer down).
Monday, missed appointment.
Tuesday, missed appointment.
Wednesday, I stopped in at the local office and talked with the technical manager and asked what on earth was going on. He said someone would be on it today. End of day came and it was diagnosed as a bad Adrenaline pole-mount DSLAM.
Thursday, ticket is updated to say they are waiting for replacement unit to be installed Friday.
?????? What on earth. I manage an ISP a county over from where I live (can't get my own service). I couldn't fathom leaving a customer with broken service for this long, let alone not having replacement parts on hand in market.
Is this bogus..... or is this bogus and normal??? Even the techs I've talked to on the phone have apologized profusely and been embarrassed saying they are really sorry, and it's ridiculous, but they can't do anything to help.
Also, what's up with this quitting at 5pm thing? Not that I want anyone to become a work aholic and family time is important, but when a customer is down since when has it become acceptable to go, "oh, look, it's 5pm, let's go home... we'll continue working on this tomorrow."
Again, I'd fire one of my techs if they did that. You work (in shifts if necessary) until the issue is resolved.
HankSearching for a new FrontierPremium
I am not familiar with that unit. Does it serve multiple customers or is it actually an extender that serves a single customer?
Was there an event that caused multiple units to fail depleting their supply?
If there was not a major event that affected your area there is absolutely no excuse for multiple missed appointments.
I know I have probably asked before but what state and town are you located in?
Hi Hank. Actually, now that I think of it I can't remember what this unit is... Adrenaline or AdTran.... Frontier has used both around here. This unit is a remote DSLAM that requires utility power and gets POTS service as a VoIP connection over T1s that feed it. Don't know if that helps? It services multiple customers. Multiple customers are down (might only be 3 or 4... but we are all down).
I'm not aware of any major event, but I didn't ask. That will be the next question if things aren't resolved today.
The day to "get the part" wouldn't even be so bad if there weren't days of missed appointments just to diagnose the issue. I was told this was due to staffing (people off, at meetings, etc).
It would be out of Liberty, PA (Tioga County).
Just verified. It's an AdTran Total Access 1124P.
Apparently now they've had to engage one of the fellows up in Scranton to help fix the situation and are waiting on a call from him.
So we're probably going to go through the weekend without service would be my guess.
I just don't understand how a communications company has only one guy who knows IP who isn't even in market and has to get called in when something major is broken.
My issue isn't really with the local office... they do all they can and are very accommodating when I walk over and knock on their little telco cave and ask to come in.
I'm going to stop typing now.... because there really just are no words to describe what's going on at the moment.
Still with extremely spotty DSL. My understanding is the DSLAM is fed with two T1 lines. Currently, the most I've seen is 1.3meg and usually even lower. Upload is almost always around 768, which is what we normally get.
My guess (completely uneducated) is they lost one T1 line feeding the DSLAM and are taking massive errors on the remaining T1 (the issue gets much much worse when it rains even though the stats to the last-mile to my DSL modem are fine with no errors).
Don't understand why this is so hard to identify.....
This story gets stranger and stranger... Is it normal to only have one IP tech in the state and him have to travel 2-3 hours to get on site?
This entire situation just gets stranger and stranger every day.