UHF
Technical Difficulties - Please Stand By
Premium
join:2002-05-24
clubs:
 ·Dish Network
 ·Callcentric
 ·surpasshosting
 ·Qwest.net
| Escalation?
Can a consumer request escalation on a repair order if they are not getting satisfactory results from the repair call center?
My phone and DSL have been down since Thursday afternoon. They told me it would be fixed today. It wasn't, but the service order was closed anyway. When I re-opened the service order I was told they can't look into the problem until Thursday. A week after the problem started.
It's funny that I always got same or next day repairs in the past, now that I have a two year contract on my DSL service they blow me off when my line has trouble.
Back when I was dealing with hi-cap spans I could "escalate" when they missed the guaranteed response time. But can a consumer get escalation on POTS/ADSL? |
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no_one
@QWEST.NET | Repairs are usually next day. Qwest even works on Sunday though no guarantee as not a full crew. Has there been a lot of bad weather where you live? Sometimes larger storms can backup the repair process some. |
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dispatcher21
join:2004-01-22
Walla Walla, WA
edit:
April 29th, @09:11AM
| reply to UHF
You could also file a complaint with your PUC. Here in Washington, the telcos have a set time that a dial tone service has to be repaired or the customer is due a credit. At least that how it was a few years ago when I was having the same problem. |
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UHF
Technical Difficulties - Please Stand By
Premium
join:2002-05-24
clubs:
·Dish Network
·Callcentric
·surpasshosting
·Qwest.net
| said by dispatcher21  :You could also file a complaint with your PUC. Did that last night  |
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viperlmw
Premium
join:2005-01-25 | reply to UHF
You use the term 'service order'. Typically, a service order is used to add/drop/change service, and has a 3 day turn around. A repair ticket should be same/next day. If you spot a truck in your area, ask the tech what's up with the 3 day repair. |
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UHF
Technical Difficulties - Please Stand By
Premium
join:2002-05-24
clubs:
·Dish Network
·Callcentric
·surpasshosting
·Qwest.net
| reply to UHF
Oops, my bad. Repair ticket, or as I used to call them, trouble ticket. Where I work now everything is an "order".
There's been major flooding in our area, so I imagine they have lots of tickets for wet phone lines. But that didn't start until late Friday, after my repair ticket had been assigned, and the flood is on the other side of town from where I and the C.O. are located, so at least my issue shouldn't be flood related, but probably is a wet cable pair somewhere.
When I'm out and about I'm going to try to track down a Qwest truck.
This certainly isn't normal service, in the past I've gotten very quick response to outages and trouble complaints. I've even had them show up on Sundays in years past. |
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dynodb
Premium,VIP
join:2004-04-21
Minneapolis, MN | reply to UHF
3 days? Best guess if POTS was down that long too is that a flooding situation is preventing them access to where they need to get to- a flooded manhole that can't be pumped out for instance. |
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UHF
Technical Difficulties - Please Stand By
Premium
join:2002-05-24
clubs:
·Dish Network
·Callcentric
·surpasshosting
·Qwest.net
| dynodb- I hadn't thought about a wet manhole. That could be, and there is a big area spraypainted "qwest dig" on a sidewalk a few blocks away near a creek that's been known to overflow.
I'll have to try to catch the tech when he's here and see what I can find out. |
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questionable
join:2005-10-18
Phoenix, AZ | reply to UHF
Last time i checked (NEC) Most manholes have to have a small submersible pump that would pump the water out. But I could be wrong |
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UHF
Technical Difficulties - Please Stand By
Premium
join:2002-05-24
clubs: | reply to UHF
They found the problem. Lightning hit damaged the pair I was on a couple pedestals away from my yard. |
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no_one
@QWEST.NET
| reply to UHF
Storms are fun. The rain and humidity hit bad aerial splices or high humidity take out dust bunnies inside houses. Then the wind or in your case lightning. The flooding or when the rain has a chance to soak into the ground takes out bad splices or cable that was hit by somebody digging when everything was dry. That nicked wet cable is now a problem.
You can go from little work or work and some rehab with no overtime to repairs and unlimited overtime in a heartbeat. Depending on the size of the area how widespread the area hit and how many days out repairs are Qwest does move techs from other areas in to help if possible. |
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no_one
@QWEST.NET
| reply to questionable
said by questionable :Last time i checked (NEC) Most manholes have to have a small submersible pump that would pump the water out. But I could be wrong Sure they do.  I think it would depend on the manhole. If it is a true manhole with just cable and splices then no. Those you get to bring your own pump.
If it is a CEV or such then it is more of a room with equipment than a manhole. Those would most likely have an automatic sump to protect the investment in the electronics.
Now I have seen someone drain their pool directly into a cev full force. Have no clue what they were thinking. Put the hose right near the air conditioning vent and drained water into it. That the metal box with air conditioning warning stickers and a top door entrance was a drain.  They said not per the city to drain into the street. Must drain into a storm drain. So lets try that running air conditioning vent a couple few feet above ground level into that nice underground pair gain, dslam everything. |
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